THE EFFECT OF AFTER SALES SERVICES ON CONSUMER PATRONAGE (A CASE STUDY OF PZ CUSSONS PLC). A RESEARCH PROJECT MATERIAL ON MARKETING
ABSTRACT
This study deals on the effect of after sales services on consumer patronage, using PZ as a case study. The historical background and the development of this company this study attempts to evaluate the effects of after sales services such as delivery, maintenance, installations, guarantees and warranty, on consumer patronage. It further seeks to address such questions as how can these functions be implemented? Do these function benefit the consumer prospects? The population of the study was 300, 100 from senior staff and 200 from junior staff and the sample size 75 out of the 75 questionnaires distributed, 50 were returned. The presentation and analysis of data was carried out. The three formulated hypotheses were tested using chi-square (X2) method from the findings, it was discovered that the after sales services have effects on consumer patronage. Constant review of staff’s conditions of services is recommended. A well-motivated and trained staff will be a greater tool to the enterprise and other service of programme joined together.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
After –Sales service is that part of the sales person’s job, which provide or at least, offer service and information after sales has been made.
On the other hand, after sales services could be defined practically as a service or help rendered to a customer when there is such a need for it or after the sale of a product or service, without price or payment in order to maintain customer satisfaction and loyalty.
In personal selling it is being said that an effective selling job does not end.
When the order is written up often sales service continues even after his goods have been sold.
An important element of good customer relations (and repeat business). Is carrying after sales service which is not merely the provision of technical service which involved but the customer /sales.
After sales services on consumer patronage relate to the help and assistance that is given to customers. A good sales person appreciate the importance of keeping customers satisfied and show genuine interest in ensuring their continued satisfaction is maintained. It is an advantage for the sales person and his company to keep in touch with old and new customers and showing interest in their affairs. This will continue to generate other prospects who are to be converted into customers.
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