1

Services Marketing

Assignment No. 01Group Members:

Mohammad Umar 15121008Rida Sanaullah 15121009

Muhammad Mughni 15121011

2

Type of selected product(offering)

• The product/offering we have selected is customer care services by Cellular companies i.e. Ufone, Jazz, Telenor etc .

• It is actually falls in the category of Services that are supported by the product.

Reasons Cellular companies basically provides us services

like network, Ownership Changing, Billing, Call, SMS, Mobile Data etc

These services are supported by a tangible products that are Sim Card, Broachers, etc

3

Where does it lay

Category of Selected ServiceThe service we have selected for this task is

telecommunication (Ufone) and it carries all three categories i.e. search, experience and credence at the same time :

BECAUSE

4

Before anyone has used Ufone, he/she will have some perception about the brand based on word of mouth, media and overall brand image.

Everyone already knows the basic attributes of Ufone even before he/she has used it. They know that it’s a telecommunication company and provides with networking services.

Though everyone has some perception about the company but evaluation can only be done after usage of its major attributes (Call rates, Network quality, SMS buckets, etc.) and value added services (Conference calling, International SMS etc.).

5

Outline of Script

Security Check

Greeting the customer and

Ask Sir How may I help you?

Listen the problem and use Qmatic System (Queue management

System)

Generate ticket give customer

and ask to Waite for his turn

Ticket number called &

customer appears at

counter

Customer convey his problem &

Employee solve it

6

Consumer Decision Making Process

• Awareness of Needs: In our case, first of all the entire customer felt need of a new telecom network as he wanted to make contact and use network services as he was facing problem making contact with people and required good call package, entertainment, internet and good network.

• Information Search: As he was facing problem, he seek for the solution to fulfill needs. He consulted several people, and searched internet for options from Ufone, Warid, Telenor, Mobilink and Zong that which network is providing what services and what charges and also that what is the view of users of these networks.

• Evaluations of Alternatives: Then he evaluated the available options based on the feedback of users and word of mouth about Network Quality, Rates, Packages, Internet and other services provided by the network.

7

• Service EncounterAfter evaluating the services from

different networks, the consumer choseUfone because of its call packages at low

rates and 3g internet packages.

8

Why only this Script

• One of the best system used to control customer traffic

• Used in banks, telecommunication sectors, hospitals etc

• No opposition by Customers• Set by Top management

9

Who follow, Who don’t

• Illiterate People

• Hyper Personalities

• VIP Customers

• Protocol Oriented