REAL-LIFE SKILLS 19 grOUP WOrk Follow the instructions. Step 1 Split up into groups. Step 2 Choose one of the following businesses: a restaurant an estate agency a language school a beautician a hairdresser s a photographer studio. Step 3 Your objective is developing a strategy to increase customer satisfaction. 20 Step 4 Bearing in mind that you must fulfil all the needs of your customers (explicit, implicit, and latent), prepare a list of possible actions you would suggest implementing for the following, different, market segments: grOUP WOrk Follow the instructions. Step 1 Split up into the same groups as above. young adults Step 2 married couples with young children elderly people. Have the final list of suggestions ready. Step 5 Share your list with the class and discuss whether your ideas are applicable, likely to be successful, or to be discarded. Step 3 Your objective is informing your prospective customers about it. Step 4 Choose for each market segment the best channel to use to get an effective impact. Step 5 Decide whether you may want to keep some of the strategies you are going to apply secret so as to surprise your customers. Step 6 Prepare a presentation to share with the class and get some feedback on your ideas. Give reasons for your choices. Marketing anD aDVertiSing 63