Behavior and influences charts of where the customer is in the selling/buying process. Customer phases (pre-considering, shopping, etc.), and process map macro-systems.

1. Customer Process
First Light LLC
jgillis767@aol.com

2. Preconsidering Considering Shopping Buying Owning
Add’l Buying
Selling
Owning
Re-Buying Owning
Owning
Driving
Servicing
Referring
Owning
Owning
Customer Process Map
Customer Phases

3. What is the Process Measurement?
What are the Corresponding
Corporate systems?
What are the Dealer Systems?
What are the Performance
Standards?
What are the Proper Behaviors?
What are the Dealership
Personnel Doing?
What is the Customer Doing?
What is the Environment?
What does the Customer Want?
What will Delight the Customer?
What are the Customer
Satisfaction Measurements? ?
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Preconsidering
Customer Process Map Systems
Considering Shopping
?
?
?
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Buying Owning
Selling
?
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4. Veritas
First Light LLC
jgillis767@aol.com