You need to tell customers what they can expect from your products/services.

How they are developed, made or performed

• Are they environmentally friendly?
• Are they made using only natural materials?
• Are they made in Australia?

How they are promoted and communicated

Promotional material, advertising and communication, from your staff needs to accurately represent products/services.

How they are presented or packaged

Services require professional presentation, eg providers need to dress appropriately and communicate well. Product visual appeal depends on the colour, quality etc, not only of the product but also of the packaging.

Quality

Quality standards should be advised where appropriate, eg the international standards ISO9001 series relates to manufacturing.

Delivery

Expected delivery times and modes need to be communicated, eg seven days standard by post, three days if you pay extra for a courier.

Price/value/value added

Pricing should be related to the benefits customers may expect. Value added at no additional cost to the customer should be highlighted, eg ‘For $900 you will receive a fax/scanner/copier/printer, a truly multi-function machine. As it‘s a laser, the consumables are very economical. A printing cartridge should last for 2500/3000 copies'.

Billing/payment

Customers expect convenience, eg do you offer terms, credit card facilities, easy payment plans?

Support/back-up and warranty

• What after sales support do you offer?
• Is your support ‘inhouse’ or the manufacturer’s?
• How long are your warranties?
• Do you offer extended warranties, eg extending a one year warranty to two years?