Revision exercise for final exam PDF

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Revision exercise – final exam -

SUKHPREET KAUR

1- Elaborate on 5 different methods of monitoring the customer service satisfaction of your business. ONLINE SURVEYS ADVANTAGES Accessible at all times, meaning consumers can reach out at any time Customers can express whatever they feel freely.

DISADVANTAGES Requires an internet connection to be accessible. Customers may give biased review or be in a rush while giving one.

SURVEYS BY HANDING OUT LEAFLETS ADVANTAGES Targets customers that actually experience the customer service while shopping in the store. Customer have time to provide constructed criticism.

DISADVANTAGES Customer may not want to take the survey Customers may be rushed.

FEEDBACK USING MYSTERY SHOPPER ADVANTAGES Gives feedback of real life scenario based on how employees interact with customers on that particular day.

DISADVANTAGES They can only come in and analyze for a short amount of time, so you don’t really get a precise evaluation of the services.

Mystery shoppers are people hired from the business who evaluate the quality of the customer service offered in that particular day. They come unexpectedly and analyze the service while acting like a normal customer. Complaints or Compliment Letters ADVANTAGES Gives the business an opportunity to show the customers that they actually care about their opinion.

DISADVANTAGES Customers may provide with false complaints, which may eventually waste the time and resources.

Level of Sales ADVANTAGES

DISADVANTAGES

Customers return to a business only if the customer service is great. If sales are going up, then the business is offering an effective service, and the customers are offering promotion of business through word-of-mouth. It gives the business a numerical fact it can rely on.

Customers don’t return to a business if the customer service is poor. If sales are going down means there is something wrong with the services provided to the customers or the product. Relying on the amount of sales to determine whether the business is providing good customer service might not be accurate as they might relate to two different things.

2- Explain the difference between B2B and B2C - B2B: Rationally driven, don’t have to deal with customers. Priority for them is to generate leads and have better relationships with the other business parties which will help them grow. B2C: Emotionally driven, have to deal with customers. Priority for them is to create brand awareness. They need to interact with customers with branding in their mind. The main goal is to sell their product while satisfying the customer. B2B – building long term relationships is crucial especially in the buying cycle. Marketing and lead generation or product production focuses on building personal relationships that drive long term business. It gives you the opportunity to prove what kind of business practices, ethics and morals you have. The importance of repeat and referral business and the development of these personal relationships can make or break a business. B2C – These business should value efficiency and therefore minimize the amount of the time spent getting to know the customer personally. The objective of B2C is to push forward consumers to their products or services. B2B – focus on relationships. Branding comes through relationship building and begins with consistency of presentation, production and deliverance of your product or services B2C- prioritize your message. Branding is number 1 priority of a B2C, it allows the business to precisely deliver a message, emotionally connect, confirm credibility & motivate the buyer to buy. Relationship between consumer and business while marketing are minimally interactive, so you must create a lasting memory. Relationship between consumer and business

while practicing customer service is extremely interactive. This is why, you or your employee must put into practice or enhance all of the consumer service skills above 3- Define internal customers in a business context. - Internal customers are the colleagues who oblige to their own customers and needs help in dealing with them. Internal customers need and expect training to be available when they first join the organisation so that they can learn easily and work for the success of the business. They also need the salary for the work they do.

4- What are the differences between internal and external customers?

Internal

External

They rely on their colleagues working with them. They work in the same organisation. They might need assistance from their colleagues. They need information from the deals of their colleagues.

They are not a part of the business (individuals). They may complain in the organisation if they are unhappy. They might contact business directly for any enquiry. They can go to other business if they want.

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The examples of types of customers in Tesco are:

Internal Receptionist. Human Resources director and manager. Recruitment officer. Health and safety officer. Finance director and manager. Chief and management accountant. Marketing director. Marketing research team. 

External

 Individuals.  Suppliers.

The examples of types of customers in NHS (National Health Service) are:

Internal 

 Receptionist. Doctors and Nurses.

External 

The Public.

Providing good customer service according to the expectations of the types of customers. External customers expect to be served once they get into the store. They expect the employees to solve any problems they face during and after their shopping. Also, they expect to have the value for money, as in balance between the quality of the product and price of the product.

Internal customers need and expect training to be available when they first join the organisation so that they can learn easily and work for the success of the business. They also need the salary for the work they do.

5- What is customer service according to you? Customer service means the complete experience of the customer from the second they enter the store to the after-sales service. Identifying the needs of the customer is very crucial in customer service. Providing assistance and required help is a part of the employees providing customer service. Taking care of the customer’s special needs. Dealing with the customer’s problems is the firm’s duty. 6- Name different and important customer service skills required to master this practice - The most important skill in customer service is Co-operation and Teamwork. 

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If a customer approaches to the receptionist regarding any issue, there should be cooperation between the receptionist and other departments\employees in order to provide excellent service to the customer. Co-operation and teamwork are the main points on which excellent customer service or poor customer service depends. If there is no co-operation, it may lead to poor customer service. The organisational procedures mean the step by step procedures given to the employees should be followed. It can help to meet/exceed the customer service provided by the competitive organisations resulting in repeat purchases if the customer is satisfied with the services. Also, if the organisation has any mission it can also be defined by that. All the customers should be treated equally.    

Skills and Knowledge for a good Customer Service: Learn and remember the product. Good organisational skills in the manager. Delegation skills in the manager so that the work is divided properly.

7- Describe a well-executed and designed floor plan, what it can do? - A well-executed floor plan helps us in the following ways: It encourages product discovery, one can make better marketing tools, like use of social media platforms to promote their product. It creates a wonderful experience, a well-designed floor plan can make the customer have an unforgettable experience. It generate more sales, social media as well as effective experience through the store will bring customers and manipulate them to buy products.

8- Name the different types of floor plans and describe each briefly - There are 5 different types of floor plans helping us organize our product display, which are:

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Straight floor plan - The shelves are placed in straight lines. There are aisles between the racks to provide movement for the shoppers. They favor function over beauty. The products are easy to find. They hold products on shelves. It’s the most economical store layout. Example: supermarkets and grocery stores Racetrack or loop plan – There’s a path created around the store. It’s a good option for small stores. It leads shoppers in a set path (rather than moving in various directions.) Example: candy shops and wine stores Angular floor plan geometric floor plan – They have curves and angles to give off a sophisticated vibe. The amount of display area is reduced. They focus on fewer, more popular items. Its draws attention to individual product. It’s ideal if a store sells few pieces. Example: used by high end retailers to sell unique and attractive merchandise. Geometric floor plan – For stores that use various displays like racks, shelving and fixtures. It is popular with retailers that sell apparel and accessories. Free flow plan – Has no limitation or restrictions. It promotes creativity. Has an explorative customer experience.

9- How do you attract customers to displays and fixtures? And where would you place your displays and fixtures? - The decompression zone is the first few feet of the store, right when you enter it. The distracted shoppers have a tendency to overlook products that are placed here. The business owners place key merchandise just beyond this zone where shoppers are more likely to see. This makes the shoppers to adjust to new surroundings. We should not place displays and fixtures in this zone as the customers will overlook these important and key products of our firm. So to increase the sale of my products I will place them in an area so that the customers can have their focus and attention to individual products. The various merchandising displays are:  Jewelry displays  Dress form  Mannequins  Clothes hangers  Store fixtures  Displays cases  Retail sign holders  Retail kiosks...