1. © 2009 South-Western, Cengage LearningMARKETING 1 CHAPTER 19 Business Services Marketing Individual Series Event Scenario You must prepare a presentation to persuade customers to use cell phone banking and present it to the bank’s CEO (judge).

2. © 2009 South-Western, Cengage LearningMARKETING 2 CHAPTER 19 Business Services Marketing Individual Series Event Description The Business Services Individual Series Event consists of a 100-question, multiple-choice, comprehensive exam and role-plays. The role-play portion of the event requires participants to translate what they have learned into effective, efficient, and spontaneous action. The five performance indicators specify the distinct tasks participants must accomplish. (continued on the next slide)

3. © 2009 South-Western, Cengage LearningMARKETING 3 CHAPTER 19 Business Services Marketing Individual Series Event Description Students have ten minutes to prepare their strategy for the role-play and ten additional minutes to explain their strategy to the judge. The judge can ask questions during or after the presentation. (continued from the previous slide)

4. © 2009 South-Western, Cengage LearningMARKETING 4 CHAPTER 19 Business Services Marketing Individual Series Event Performance Indicators Evaluated Describe the use of technology in the product/service management function. Identify consumer protection provisions of appropriate agencies. Explain the concept of product in business services. Describe the concept of promotion in business services. Analyze product information to identify product features and benefits.