WORKSHEET - Week 4-Edited Ecd

( WEEK 4: CUSTOMER VALUE)
MELC:
1. define value of customers

2. identify and describe “relationship development strategies ABM_PM11-Ic-d-6
SPECIFIC OBJECTIVES:
At the end of the lesson, learners are expected to:
1. Determine the importance of customer value
2. Classify the marketing strategies and tools for maintaining customers
3. Reflect on the importance of customer value.
Principles in Marketing: Week 3

What I know?
Pre Test:
Directions: Identify the following. Choose your answer from the given words below.
____1. It is not just in the way that every company says that they do. Make sure that
every interaction you have with your customers shows them that they are valued.
____2. Encourage shoppers to return to stores where they frequently make purchases.
____3. Like a lot of what we’ve been mentioning, it comes back to interactions. While
electronic communication is great, and often preferred, having a face-to-face meeting
can help the customer feel valued.
____4. The act of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during, and after the
customer's requirements are met.
____5. All customers should be treated professionally, which means the use of
competence or skill expected of the professional. Professionalism shows the customer
they're cared for.
A. Professionalism
B. Loyalty Rewards
C. Face-To-Face Time
D. Customer Service
E. Cherish each Customer
Activity 1
Identify the Pic
Directions: Observe the picture. What can you say about it?
1. 2.
3.

Activity 2
Case to Case
Directions: Read the following statement and answer the given questions.
1. Think about your recent customer service experience – either positive or negative.
Write a brief summary of that experience.
2. You're working with a new employee at a clothing boutique. A customer comes in

with a complaint about the shirt she purchased a day before. When she asks the
new employee to assist her, the employee replies, “I'm sorry. That's not my job.” Was
the employee's reaction acceptable? What do you need to tell her about handling
similar situations in the future? How could this situation have been prevented in the
first place?
Activity 3
Customer Service Worksheet
Fill out the table below.

1.
Benefits of Good Customer Service
1. 2. 3.
2. What is a good customer service?
3. List 5 reasons why a customer may require customer service.
a. ____________________________________________________________
b. ____________________________________________________________
c. ____________________________________________________________
d. ____________________________________________________________
e. ___________________________________________________________

Activity 4
Directions: Write down at least three (3) businesses that use customer strategy
BUSINESS/ PRODUCT/SERVICES CUSTOMER HOW THIS HELP

COMPANY (DESCRIPTION) SERVICE THEIR BUSINESS
STRATEGY
1
2
3
Activity 5
MAKING REACTIONS
Directions: Read the following statement. Write your reaction/ your insight about
statement nos.1to5.
Customers are very important to companies. They provide competitive advantage.

Because of customers companies can achieve High market share lead which means
high sales in terms of volume and pesos. Customers are also influencers and models
for they spread good things about your company and your services. Also, they are the
reason for the company’s existence. Finally, customers can make or break a company.
__________________1.Simply stated in a mathematical equation: Benefits – Cost =

Customer Satisfaction.
__________________2. Pyramiding, online and off, can be a powerful relationship

marketing technique. This isn’t just for job seekers!
__________________3. Think about the interests that you have as a business,and then
join groups that share your affinities.
__________________4. Loyalty Rewards - Loyalty programs encourage shoppers to return

to stores where they frequently make purchases
__________________5. Customer service is the act of taking care of the customer's needs
by providing and delivering professional, helpful, high quality service and assistance
before, during, and after the customer's requirements are met. Promptness is using
the customer's name is very effective in producing loyalty. Customers like the idea that
whom they do business with knows them on a personal level.

Activity 6
Direction: Read carefully the statement and answer the guide question.
During the current COVID-19 pandemic, global markets are severely disrupted.
Businesses are forced to explore innovative solutions to overcome the growing negative
implications of this unprecedented crisis. Business environment are affected, and few
had closed because of this pandemic situation.
Due to various quarantine measures imposed by the government. The existing
business continuity plans may not be enough to address the fast-changing variables
presented by COVID-19 pandemic.
Source: Roxas-Divinagracia, M. T. (n.d.). Responding to the potential business impacts of COVID-19 (Deals and
Corporate Finance). Retrieved June 30, 2020, from https://www.pwc.com/ph/en/advisory/dealsadvisory/responding-
to-the-potential-business-impacts-of-covid-19--deals-.html
Guide Question. Can businesses still use concept of Customer Value despite of this
pandemic situation? Explain.

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( WEEK 4: CUSTOMER VALUE)

1. define value of customers

Principles in Marketing: Week 3

Principles in Marketing: Week 3

2. You're working with a new employee at a clothing boutique. A customer comes in

Fill out the table below.

Benefits of Good Customer Service

2. What is a good customer service?

3. List 5 reasons why a customer may require customer service.

Principles in Marketing: Week 3

BUSINESS/ PRODUCT/SERVICES CUSTOMER HOW THIS HELP

Customers are very important to companies. They provide competitive advantage.

__________________1.Simply stated in a mathematical equation: Benefits – Cost =

__________________2. Pyramiding, online and off, can be a powerful relationship

__________________4. Loyalty Rewards - Loyalty programs encourage shoppers to return

Principles in Marketing: Week 3

Principles in Marketing: Week 3

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