Customer process jgab08292013

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Behavior and influences charts of where the customer is in the selling/buying process. Customer phases (pre-considering, shopping, etc.), and process map macro-systems.

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Customer process jgab08292013

  1. 1. Customer Process First Light LLC jgillis767@aol.com
  2. 2. Preconsidering Considering Shopping Buying Owning Add’l Buying Selling Owning Re-Buying Owning Owning Driving Servicing Referring Owning Owning Customer Process Map Customer Phases
  3. 3. What is the Process Measurement? What are the Corresponding Corporate systems? What are the Dealer Systems? What are the Performance Standards? What are the Proper Behaviors? What are the Dealership Personnel Doing? What is the Customer Doing? What is the Environment? What does the Customer Want? What will Delight the Customer? What are the Customer Satisfaction Measurements? ? ? ? ? Preconsidering Customer Process Map Systems Considering Shopping ? ? ? ? Buying Owning Selling ? ?
  4. 4. Veritas First Light LLC jgillis767@aol.com

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