Final Customer Purchasing from an Intermediary of the Product

Maintain Steps: Maintain steps include all activities required to keep the product in working order. These steps include the costs the customer incurs to diagnose and correct product problems.

A.
Knowledge – Add knowledge

1. Process where product is used – Explain how product can or should operate in customer cost system.

D. Maintain

Answer questions during use

No.	SIC	Year	Note
1	5411	1997	Home economist offers weekly cooking classes in kitchen above store. Customers pick recipes off stacks hanging in stores isles. Placards in wine section describe different kinds of wines and which meals go best with them. Note: AII of these are examples of providing customers with additional information.
2	6211	2004	While branches continue to be an engine for acquiring customers, efforts are made to avoid reintroducing the installed base into this higher-cost service channel: investor education seminars, for example, often convene at third party locations. By guiding customers through the sales and service process, Schwab has succeeded in offering them the benefits of a multichannel model while containing the cost of providing it.
3	6321	1990	Employers Health Insurance has a complex data base of scripts that employees can read to customers on the phone. Callers who ask questions that aren't covered in the scripts can be referred to specialists at any point. Saves telephone time.

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