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TOPIC 3 :

MANAGEMENT SKILLS

CLO 2 :
Practice leadership skills and management skills in
conducting a group project.
WEEK 10

Demonstrate customer management skills


Practice event management skills
CUSTOMER MANAGEMENT SKILLS
Stated needs : customer wants an inexpensive
car.
Real needs : customer wants a car whose
operating cost is low.
Unstated needs : expecting good service from the
dealer.
Delight needs : customer would like the dealer to
include an on-board navigation system.
Secret needs : the customer wants to be seen as a
savvy consumer.
CONSUMER NEED PROCESS
Define the Scope : Mission Statement.
Gather Raw Data : Interviews, Focus Groups,

Observation.
Interpret Raw Data : Need Statements.

Organize the Needs : Hierarchy

Establish Importance : Surveys , Quantified


Needs
Reflect on the Process : Continuous Improvement
ESTABLISH GOOD RELATIONS WITH
CONSUMER
Be accessible
Respond in a timely manner
Listen to your customers
Treat your customers with respect
Dont argue with your customers
Do what you say
Focus on making customer relationships
Be honest
Admit when you make a mistake
ACTIVITY

STUDENTS WORKS ON GROUPS AND


CONDUCT ONE ACTIVITY ABOUT
CUSTOMER MANAGEMENT SKILLS
EVENT MANAGEMENT SKILLS
ACTIVITY

STUDENTS WORKS ON GROUPS AND


CONDUCT ONE ACTIVITY ABOUT EVENT
MANAGEMENT SKILLS
THE END