Observation

Expected responses include:

(a) Media of Public Relations

(i) Print media – Journal, newspapers, magazine;

(ii) Electronic media – radio, television, cinemas;

(iii) Poster/handbill;

(iv) Internet;

(v) Seminars/workshops/conferences;

(vi) Interviews;

(vii) Events/sponsored programmes;

(viii) Gifts/free samples.

(b) Types of after sales services

(i) Advice on product usage;

(ii) Home delivery;

(iii) Installation of industrial equipment;

(iv) Demonstration;

(v) Replacement of entire product under warranty;

(vi) Maintenance and repair services;

(vii) Free replacement of faulty part under guarantee.

(c) Benefits of after sales services

(i) It is used to retain customers who patronize a particular seller;

(ii) It offers guarantee in the form of repair work or routine maintenance which creates goodwill and confidence in the buyer;

(iii) It is used as a competitive tool by retailers;

(iv) It is used to cope with the greater complexity of goods being manufactured;

(v) It is sometimes used to demonstrate the use of the product which are sold through retail outlets;

(vi) It gives assurance to the consumer that the seller will support the product he is selling;

(vii) It allows the consumer the opportunity of asking all the questions he was not able to ask at the time of purchase.