have to give a presentation in customer relations about customer enquiries, could anyone help?

Question

need 2 know things like why would customers enquire, the advantages of enquiring for both custimer and business,how to deal with enquiries, etc.

Answer 1

Customer relation ship managment is big and is going to be even bigger in the near future as competition between companies grows and as product and service differentiation declines.

Why do customer enquire?

- To better understand the product/ service being offered
- To evaluate its value for money relative to their income and life style
- To compare it to similar products/ service in the market in terms of quality, ease of use and pricing
- To recommend the product/ service to a family member or friend
- To evaluate the advantages and disadvantages of the product/ service before making the actual purchase

Advantages for customer:

- Information building, people in general do not rush into buying products/ services until they can establish their credibility, value for money equation and the details that are not available at the point of purchase
- Customers can compare quality, price and after sales service of the products/ services before making a decision. Saves them from future hassles

Advantages for companies?

- Free research - companies can test the effects of ads in terms of response rate
- Level of enthusiasm amongst potential customers
- Feedback from potential customer regarding competition
- Price sensitivity analysis from feedback when informed about prices
- Advertising medium testing - if a newspaper better or a magazine etc
- Database collection

How?

By giving the customer the required information depending on their level of details and on the nature of the product. Perhaps by taking down their contact information and sending them a brochure. Intra company reports to highlight the most asked questions.

Answer 2

HOLD ON GENIUS, IT'S CUSTOMER INQUIRIES, NOT
ENQURIES. 2 THINGS A CUSTOMER MAY INQUIRE ABOUT ARE AVAILABILITY AND PRICING. OTHERS MAY INCLUDE STORE HOURS, WEB SITE ISSUES AND WARRANTY QUESTIONS.