3.07 Performance Indicators

B. Explain the relationship between customer service and channel

management.D. Describe the use of technology in the

channel management function.

Explain how customer service facilitates order processing.

Ensures timely delivery of products Effective communication is important

• Order processing Correct shipping information Correct products Handling complaints Reducing the probability of complaints Nice and friendly people

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Identify actions that customer service can take to facilitate order

processing.

EX. In retail selling, bag the merchandise with care. Products such as glassware may require individual wrapping before bagging. Work quickly to bag your customer’s merchandise and complete the payment process.

EX. In business-to-business sales, complete the paperwork quickly and leave a business card.

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Actions to

Facilitate Order

Processing

Customer

Warehouse

Call Center

Online Order

Inventory Check

Items

in Stock?

No, Customer Notified of Backorder

Yes, Item Packed for Shipment

Accounts Receivable Processes Payment

Item Shipped

Describe the role of customer service in following up on orders.

Following up with your customers after the sale is an important part of providing good customer service.

Should customer have questions or problems it is your duty to make sure they have a positive experience with your company.

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Use of Technology in Distribution.

Some businesses have the capacity to distribute most or all of their products through the internet• e-commerce: Products are sold to customers

and industrial buyers through the Internet. (e-marketplace)

Satellite tracking = a dispatcher has current knowledge of a delivery truck’s location and destination

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Use of Technology in Distribution. (cont.)

Tracking of package• Bar coding on package• Package scanned at transition points in

distribution chain• Customer uses internet to follow package

along distribution chain; e-mail may be used• Global distribution: in some countries the

postal service is not reliable; package tracking facilitates global trade

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Use of Technology in Distribution. (cont.)

Problems• Cost of technology• Changing technology = updating equipment• Need for compatible systems within and

between businesses & countries