3.1 Environment and Market

CCS
CONTACT CENTER SERVICES

THE WORLD OF CONTACT
CENTER SERVICES
PERSONAL ENTREPRENEURIAL
COMPETENCIES
ENVIRONMENT AND MARKET
Finding
Value
People buy for a reason.
There should be something in your product or service that would give

consumers a good reason to go back and buy more.
There must be something that will make you the best option for target
customers; otherwise, they have no reason to buy what you are selling.
This implies further, that you offer something to your customers that will
make them value your product or service.
The value you incorporate in your product is called value
proposition.
Value proposition is a believable collection of the most persuasive
reasons why people should notice you and take the action you’re asking for. It
is what gets people moving, what makes people spend for your product or
service.
Innovation
Innovation is the introduction of something new in your product or service.
This may be a new idea, a new method, or a new device.
If you want to increase your sales and profit, you must

innovate. Some of the possible innovations for your products are change of
packaging, improvement of taste, color, size, shape, and perhaps price.
Some of the possible innovations in providing services are application of

new and improved methods, additional featured services, and possibly freebies.
Unique Selling
Proposition (USP)
Unique Selling Proposition is the factor or consideration presented
by a seller as the reason that one product or service is different from and better than
that of the competition.
Before you can begin to sell your product or service to your target
customers, you have to sell yourself in it. This is especially important when your
product or service is similar to your competitors.
USP requires careful analysis of other businesses' ads and marketing
messages.
If you analyze what they say or what they sell, not just their product or
service characteristics, you can learn a great deal about how companies distinguish
themselves from competitors.
Here's how to discover your USP and how to use
it to increase your sales and profit:
 Use empathy:
Put yourself in the shoes of your customers. Always focus on the needs of
the target customers and forget falling in love with your own product or service.
Always remember, you are making/providing this product not for yourself
but for the target customers to eventually increase sales and earn profit. Essential
question such as what could make them come back and ignore competition,
should be asked to oneself.
Most possible answers may be focused on quality, availability, convenience,
cleanliness, and reliability of the product or service.
 Identify customer’s desires:
It is very important for you to understand and find out what drives and
motivates your customers to buy your product or service.
Make some effort to find out, analyze and utilize the information that motivates
the customers in the decision to purchase the product or service.
 Discover customer’s genuine reasons for buying

the product:
Information is very important in decision making. A competitive entrepreneur
always improve their products or services to provide satisfaction and of course
retention of customers.
As your business grows, you should always consider the process of asking your
customers important information and questions that you can use to improve your product
or service.
Generating Ideas
for Business
The process of developing and generating a business idea is not a simple
process. Some people come up with a bunch of business ideas that are not really
feasible.
There are two problems that arise; first is the excessive generation of ideas
that can forever remain as a dreaming stage and the second is when they don’t have
ideas and don’t want to become entrepreneurs.
The most optimal way is to have a systematic approach in generating and

selecting a business idea that can be transformed into a real business.
Here are some basic yet very important considerations that can be used to generate possible ideas for business:
 Examine existing goods and services

Are you satisfied with the product?
What do other people who use the product say about it?
How can it be improved?
There are many ways of improving a product from the way it is made to the way
it is packed and sold. You can also improve the materials used in crafting the
product.
In addition, you can introduce new ways of using the product, making it more
useful and adaptable to the customers’ many needs.
When you are improving the product or enhancing it, you are doing an
innovation. You can also do an invention by introducing an entirely new
product to replace the old one.
 Examine the present and future needs

Look and listen to what the customers, institutions, and communities are missing in
terms of goods and services. Sometimes, these needs are already obvious and
identified right away.
Other needs are not that obvious because they can only be identified later on, in
the event of certain development in the community.
For example, a province will have its electrification facility in the next six
months. Only by that time will the entrepreneur could think of electrically-
powered or generated business such as photo copying, computer service, digital
printing, etc.
 Examine how the needs are being satisfied

Needs for the products and services are referred to as market demand. To satisfy
these needs is to supply the products and services that meet the demands of the
market.
The term market refers to whoever will use or buy the products or services, and
these may be people or institutions such as other businesses, establishments,
organizations, or government agencies.
There is a very good business opportunity when there is absolutely no supply to a
pressing market demand.
Businesses or industries in the locality also have needs for goods and services.
Their needs for raw materials, maintenance, and other services such as selling and
distribution are good sources of ideas for business.
 Examine the available resources
Observe what materials or skills are available in abundance in your area.

A business can be started out of available raw materials by selling them in
raw form and by processing and manufacturing them into finished products.
For example, in a copra producing town, there will be many coconut husks and
shells available as “waste” products. These can be collected and made into coco
rags or doormats and charcoal bricks and sold profitably outside the community.
 Read magazines, news articles, and other

publications on new products and techniques
or advances in technology
You can pick up new business ideas from magazines such as Newsweek,
Reader’s Digest, Business Magazines, “Go Negosyo”, Know About Business
(KAB)materials, and Small-Industry Journal.
The Internet also serves as a library where you may browse and surf on
possible businesses.
It will also guide you on how to put the right product in the right place, at
the right price, and at the right time.
Branding
Branding is a marketing practice of creating a name, a symbol or design that
identifies and differentiates product or services from the rest.
It is also a promise to your customers. It tells them what they can expect
from your product or service and it differentiates your offerings from other
competitors.
Your brand is derived from who you are, who you want to be and what
people perceive you to be.
Branding is one of the most important aspects in any business. An effective

brand strategy gives you a major edge in increasingly competitive markets.
A good product can:
- deliver message clearly,
- confirm credibility,
- connect to target prospect,
- motivate buyers, and
- concretize user loyalty.
Here are simple tips to publicize your brand :
 Develop a tagline. Write a statement that is meaningful, impressive, and

easy to remember to capture the essence of your brand.
 Design a logo. Create a logo symbolic of your business and consistent with
your tagline and displace it strategically.
 Write a brand message. Select a key message to communicate about
your brand.
 Sustain a brand quality. Deliver a promise of quality through your
brand.
 Practice consistency. Be reliable and consistent to what your brand
means in your business
THANK
YOU
Prepared by:
Sir Angelo

3.1 Environment and Market

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3.1 Environment and Market

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CCS

CONTACT CENTER SERVICES

There should be something in your product or service that would give

If you want to increase your sales and profit, you must

Some of the possible innovations in providing services are application of

 Discover customer’s genuine reasons for buying

The most optimal way is to have a systematic approach in generating and

 Examine existing goods and services

 Examine the present and future needs

 Examine how the needs are being satisfied

 Examine the available resources

Observe what materials or skills are available in abundance in your area.

 Read magazines, news articles, and other

Branding is one of the most important aspects in any business. An effective

 Develop a tagline. Write a statement that is meaningful, impressive, and

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