Personlized customer service essay

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Personlized customer service essay

Answer Three Levels of a Product. Consumers often think that a product is simply the physical item that he or she buys. This concept is known as the Three Levels of a Product.

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So with the car example, the benefit is convenience i. Another core benefit is speed since you can travel around relatively quickly. You can get some use out of it. Again with the car, it is the vehicle that you test drive, buy and then collect.

You can touch it. The actual product is what the average person would think of under the generic banner of product. It usually consists of lots of added value, for which you may or may not pay a premium.

The augmented product is an important way to tailor the core or actual product to the needs of an individual customer. The features of augmented products can be converted in to benefits for individuals. Features and benefits of products Features and benefits of a product are also relevant to the three levels of the product.

Products tend to have a whole series of features but only a small number of benefits to the actual consumer. You can also have access to the Internet. Avatars are adaptable so you can create yourself and your friends. These are all examples of features to the consumer. However a consumer may buy it because he or she wants to stay fit and will use software and peripherals to become healthier.

Becoming healthier is the benefit to the consumer. That is why professional salespeople for example, often ask many questions whereas a novice salesperson will just tell you the features of the product.

NPD aims to satisfy and anticipate needs. NPD delivers products which offer benefits at the core, actual and augmented levels.

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NPD might offer a replacement product for a current line, it could add products to the current line, it could discover new product lines and sometimes it delivers very innovative products which the world might not have seen before.

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Personlized customer service essay
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