Promote services and/or products to your customers

This standard is about promoting services to your customers. It is about identifying relevant opportunities and promoting your organisation's services both internally and externally.

Services or products are continually changing in organisations to keep up with the increasing demands of customers. By offering new or improved services or products, your organisation can increase customer satisfaction. Many organisations promote these to be able to survive in a competitive world. However, it is equally important for organisations that are not in competition with others to encourage their customers to try new services or products.

This standard is about keeping up to date with new developments and promoting these to your customers. Customers need to be made aware of what is available from your organisation.

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1. confirm that planned promotional activity contributes to relevant organisational objectives
2. update and develop your knowledge of your organisation's services and/or products
3. identify the relevant services and/or products that meet your customers' requirements
4. confirm that resources are available to carry out the promotional activity
5. identify the types of promotional activity to be carried out including digital social media
6. promote your services and/or products to identified customers
7. select the relevant promotional activity to reach your identified customers
8. gather and collate the information and materials to be used in the promotional activity
9. select social media, venues and/or events which provide mechanisms to promote your services and/or products
10. plan the promotional activity to ensure that it meets the customer's and your organisation's requirements
11. promote your services and/or products to meet your organisational standards
12. identify opportunities for offering your customers additional services and/or products that will improve their customer experience
13. provide your customers with relevant information to enable them to decide about the additional services and/or products
14. respond to any customer questions about the additional services and/or products
15. follow up expressions of interest and requests for support arising from promotional activity
16. refer your customer to colleagues or to alternative sources of information if the additional services and/or products are not your responsibility
17. contribute to the evaluation of the promotional activity and recommend changes for future activity

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1. the role of promotional activity within your organisation and how it operates
2. the benefits of promotional activity to your organisation
3. how additional services and/or products will benefit your customers
4. the financial and resource constraints which influence the nature and frequency of promotional activity in your organisation
5. the main types of promotional activity available to your organisation
6. how to introduce additional services and/or products to customers outlining their benefits
7. how to provide relevant information to customers about services and/or products
8. how digital social media can be used for the promotion of services and/or products
9. the key stakeholders your organisation engages with
10. the ways of engaging with local groups and communities to promote services and/or products
11. how to select relevant information and materials for promotional activities
12. who to involve in the planning of the promotional activity
13. the ways of presenting your organisation through promotional activity
14. the ways of engaging with individuals and groups
15. how to plan the logistics of promotional activities
16. how to follow up the leads with customers after promotional activities
17. how to evaluate the effectiveness of promotional activities and who to contact to recommend changes for future activity

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1

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2024

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Current

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Original

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Instructus

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ASTH205

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Housing Assistant, Housing Administrator, Lettings Negotiator, Revenue Officer/Assistant, Resident Involvement Assistant, Neighbourhood Assistant, Lettings Assistant, Repairs Assistant, Assistant Portfolio Manager (without portfolio)

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4159

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customers; colleagues; promotional activities; services; stakeholders

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