TAN: Today I’m going to look at the results of our customer survey. First I’ll go through the survey questions, then summarise the results, and finally I’ll outline the conclusions. After that, there’ll be time for questions and discussion. So, let’s start with the survey questions... Turning to the results, as you can see from the diagram, most people decided what to buy when they saw the product at the showroom. About one third made their decision based on what the salesperson said. The others knew what they wanted to buy already. Most of those made their decision on the recommendation of a friend. Only a few said they relied on advertising...
Let’s move on to the conclusions.The first one is that it’s very important that salespeople on the floor know about our products. Another is that after-sales service is critical. People who experience good after-sales service are more likely to recommend a brand.And finally, advertising – it’s expensive, so we need to make sure we’re getting results.
