ABM 12 Principles of Marketing Q3 Module 3 - Customer Service PDF

**ACCOUNTANCY, BUSINESS, AND MANAGEMENT (ABM)** =============================================== **PRINCIPLES OF MARKETING** =========================== ### Principles of Marketing ### Senior High School E-mail Address:  **PRINCIPLES OF** **MARKETING** Quarter 3 -- Module...

**ACCOUNTANCY, BUSINESS, AND MANAGEMENT (ABM)** =============================================== **PRINCIPLES OF MARKETING** =========================== ### Principles of Marketing ### Senior High School E-mail Address:  **PRINCIPLES OF** **MARKETING** Quarter 3 -- Module 3 Customer Service **Introductory Message** 1. Take your time to read every detail in this module. 2. This material contains Module 3 each of which is provided with activities/tests that will surely lead you to learn. 3. Here are the icons used in this material that serve as your guide in every part of the lesson. **Icons of this Module** ------------------------ -- -- -- -- -- -- 4. Please follow the instructions provided in each activity to ensure that your learning experience in this module is meaningful and productive. 5. Please respond to all the activities in this material. 6. **PLEASE DO NOT WRITE ANYTHING ON ANY PART OF THIS MODULE.** Instead, write your answer/s on a separate sheet of paper**,** notebook, workbook or whatever your facilitator specifies. ### **Special Reminders for you learners:** 1. Answer each activity intelligently and diligently. 2. Write your responses as prompted by your facilitator. 3. Please feel free to approach or communicate to your teacher/facilitator whenever you require assistance. 4. Remember to smile if you complete the activity within the given time. ### 1. 2. 3. 4. 5. **Module 3** Customer Relationship: Customer Service  **What I Need To Know** ----------------------------------------------- 1. Explain the value of customers (ABM\_PM11-Ic-d-6) **What I Know** --------------- **Pre-Assessment:** Directions: Read each item carefully. Write the letter of your choice in your activity notebook. 1\. Which of the following is a strategy to create customer value? a\. Reducing product prices b\. Ignoring customer feedback c\. Offering complex products d\. Avoiding personal collection 2\. What role does good customer service play in customer value? a\. It limits customer access b\. It reduces product cost c\. It increases product complexity d\. It creates customer loyalty 3\. Which is NOT an example or component of customer value? a\. Customer benefits b\. Customer costs c\. Employee satisfaction d\. Product availability 4\. How can a business deepen its connection with its customers? a\. By holding special events b\. By ignoring customer complaints c\. By limiting service hours d\. By increasing prices 5\. What is an example of maintaining customer relationships? a\. Providing loyalty rewards b\. Increasing service wait times c\. Reducing communication channels d\. Offering fewer product options 6\. Why is customer feedback important for business growth? a\. It helps improve offerings b\. It reduces customer interaction c\. It is irrelevant to success d\. It decreases product value 7\. How can a business be attentive to its customers? a\. Smiling at them b\. Responding slowly c\. Limiting product options d\. Complicating process 8\. What should a customer service representative avoid to maintain value? a\. Being polite b\. Avoiding eye contact c\. Offering assistance d\. Listening to complaints 9\. Which of these enhances a company's image positively? a\. Prompt delivery of goods b\. Delayed feedback c\. Complex product use d\. Limited customer interactions 10\. What aspect should a company focus on to create customer value? a\. Customer needs and goals b\. Employee benefits c\. Higher product costs d\. Reduced customer accessibility 11\. What does customer value refer to? a\. The brand reputation b\. The worth of a product to a customer c\. The cost of production d\. The price of a product 12. a. b. c. d. 13. a. b. c. d. 14. a. b. c. d. 15. a. b. c. d. -- -- -- --  ----------------------- **What's In** ------------- In the previous discussion, you learned about relationship marketing, which involves creating, maintaining, and enhancing strong relationships with customers, shareholders, and the company's board of directors. You also learned about Customer Relationship Management (CRM), the key factor in a successful client relationship that centers on increasing customer loyalty and interaction. As you proceed to this module, you will understand more about customers and their value to a company or organization. You will also learn a few strategies for customer development, and customer service. **What's New** -------------- Before you proceed to the main topic, let's warm up by doing this activity. Cite some factors affecting the customers' buying concerning creating value. Copy and complete the diagram below on a clean sheet of paper.  **What Is It** -------------- In the last module, you tackled customer relationships and CRM. Now, concerning customers, before you will be able to sell your products or services to them, you need to understand first their needs, wants, and goals. The product or service needs to create value by satisfying the customers' needs, wants, and goals, and at the same time, provide additional benefits for them. This is what you call customer value. The word value can be defined in a lot of things. For some, value means price or benefit. To other people, it is the worth of something. When the word value is used more technically as **customer value**, it is how a customer perceives a product or service's worth to him versus the alternative products or services. It is whether the customer thinks or feels that the products or services are worth it for him to purchase. In a simple equational form, **Customer Value** is **Benefits -- Cost** or **CV = B -- C.** As a customer, you don't just pay for the price of the product or service, but also the time, effort, energy, and inconvenience. Customers are unpredictable. Their needs and wants vary every time and their preferences change. That's why a company or organization needs to predict their customers and offer them products or services at their most needed time. **Importance of Customer Value and How to Create it** Customer Value is important, especially in today's society because it is one of the keys to a successful business strategy. Without these customers, you will not get sales, no one will buy your products or services. Customers will not leave positive reviews and won't pay more for what you offer if you don't create customer value. You also need to consider competing products or services. Everything inside the company or business establishment affects the creation of customer value. From when the customer enters the premises up to the selling point. Hence, excellent customer service is also vital in creating customer value. If the customer has a good experience inside your establishment, it creates customer value. Furthermore, it also increases loyalty, and market share, reduces errors, and increases efficiency. In illustrative form, creating customer value goes like this: -- -- -- -- 1. Keeping or reducing the price of the product or service, and giving some freebies. 2. Being attentive to the customers and smiling at them 3. Answering queries whether it's online or personal 4. Giving what the customer only needs and works for him/her and is easy to understand and use 5. The company image, including the brand must be recognized positively 6. Ask for the customers' feedback, from reviews of the products or services to the recommendations they could provide for the sake of the business' growth 7. Giving out loyalty rewards to the customers 8. Holding special events from time to time for existing or prospective customers **What's More** --------------- **Activity 1.1 X and Y's** Directions: Read and analyze each statement carefully. Put a **()** mark if the statement shows creating value for the customers and **(x)** if not. Write your answers on a clean page in your notebook. 1. 2. 3. 4. 5. **Activity 1.2 True or False with a Twist!** Directions: Write True if the statement is correct. If the statement is false, replace the underlined word/s with the correct answer to complete it. 1. 2. 3. 4. 5. **Activity 1.3 Slogan Making** Directions: Create a short slogan that shows the importance of customer value. Do it on a clean sheet of paper. RUBRICS FOR SLOGAN MAKING  **What I have Learned** ----------------------- **Activity 1.4 Why?** Directions: Give a detailed answer to the following questions. Share your insights. See the rubrics below for a guide. 1\. In this modern world with tight competition, how can a startup business create customer value and loyalty? 2\. How does understanding customer value contribute to a company's success? RUBRICS FOR ESSAY Indicator 5pts 3pts 2pts 1pts -------------------------- -------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------- Focus on Topic (Content) There is one clear, well focused topic. Main idea stands out and is supported by detailed information. Main idea is clear but the supporting information is general. Main idea is somewhat clear but there is a need for more supporting information. The main idea is not clear. There is a seemingly random collection of information. Grammar and Spelling Writer makes no errors in grammar or spelling that distract the reader from the content. Writer makes 1-2 errors in grammar or spelling that distract the reader from the content. Writer makes 3-4 errors in grammar or spelling that distract the reader from the content. Writer makes more than 4 errors in grammar or spelling that distract the reader from the content. **What I Can Do** ----------------- **Activity 1.5 Essay** Directions: Read and analyze the given scenario. Identify what is being asked on the box provided based on the steps in the marketing research process. Write the word/s on a clean sheet of paper. See the rubrics for your guide.  **Assessment** **A. Directions**: Read each item carefully. Write the letter of your choice in a clean sheet of paper. 1. a. b. c. d. 2. a. b. c. d. 3. a. b. c. d. 4. a. b. c. d. 5. a. b. c. d. 6. a. b. c. d. 7. a. b. c. d. 8. a. b. c. d. 9. a. b. c. d. 10. a. b. c. d. **B. Directions:** Write **T** if the statement is correct and **F** if otherwise. 1. 2. 3. 4. 5. **Directions**: Create at least 2 strategies each for creating customer value, and for good customer service, and explain your plan on implementing these strategies. See the rubrics below for a guide. Good luck! 1. 2. 1. 2. RUBRICS FOR ESSAY Indicator 5pts 3pts 2pts 1pts -------------------------- -------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------- Focus on Topic (Content) There is one clear, well focused topic. Main idea stands out and is supported by detailed information. Main idea is clear but the supporting information is general. Main idea is somewhat clear but there is a need for more supporting information. The main idea is not clear. There is a seemingly random collection of information. Grammar and Spelling Writer makes no errors in grammar or spelling that distract the reader from the content. Writer makes 1-2 errors in grammar or spelling that distract the reader from the content. Writer makes 3-4 errors in grammar or spelling that distract the reader from the content. Writer makes more than 4 errors in grammar or spelling that distract the reader from the content. ***References*** ***Retrieved from:*** https://commecsinstitute.edu.pk/wp-content/uploads/2024/08/Principles-of-Marketing-14th-Edition.pdf ***Reading Materials:*** LM -- Principles of Marketing 12 -- 3^rd^ Quarter Module 5 -- Marketing Research ***Electronic Sources:***