P3 UNIT 29
How providing good customer service is essential in retail
In this assignment I am going to explain how focusing on the customer is essential for retail. The
businesses I am going to talk about are Tesco, PC World and Boots. I am going to explain the customer
service for pre transaction, transaction and post transaction for each of the businesses.
Customer service is important because it keeps customers coming back to the store to purchase
something again. Also it makes customers more loyal to the retailer over others. Having excellent
customer service skills also makes the customers feel like they are being heard and as though their
opinions count so they are more likely to invest in the business over a competitors. Also happy
customers means positive reviews and they would say good things about the retailer on social media as
well as through word and mouth, which in turn will attract more customers to shop there. The customer
service offered changes during the three different stages of the sales process.
Pre transaction
Pre transaction is any service or facility available before any sales have been made with the customer.
Examples include toilets, cash machines as well as asking staff on the sales floor for information.
Tesco
Tesco provide customers with toilets, cash machines, a café, telephones and a post box as well as
assistants on the sales floor. The toilets are free for customers use and are put in place to ensure that
customers are comfortable while shopping especially when there are kids. Cash machines make
shopping easier for customers that prefer to pay for items by cash as they can take it out on site so they
don't have to make an extra trip just to take money out. In Tesco Extra a café is put in place to provide
customers a place to relax while shopping. A café is ideal especially for people that are running low on
time as they can eat and drink in store. Tesco provides telephones for customers which is useful for
customers that need to contact someone and they may have left their phone or it is low on battery. A
post box is put in place as well for people who need to post a letter in a rush. Tesco also provide
customers with trolleys and baskets depending on how much they plan to purchase. There are also
different types of trolleys that accommodate to different needs such as trolleys that hold children and
newborn babies. Also there are trollies for elderly to sit on while the navigate the store and they can put
items in the basket in front of them. The different types of trolleys accommodate to the different need
of Tesco's customers. This is important as it makes it easier to shop when you have families to take care
of as Tesco is food store so families might shop together.
PC world
PC world provide customers with trolleys which make it easy for customers who want to purchase
multiple items. This is especially helpful for customer buying heavier and larger items. PC world also
have sales assistants on the shop floor that are their to help customers and answer their queries as well
as help find a product. Employees would also explain the features and specs of a product to highlight all
the main selling points of the item. This is helpful for customers that want to buy a certain type of
product but don't know that much about technology so the employees can break down the information
1
How providing good customer service is essential in retail
In this assignment I am going to explain how focusing on the customer is essential for retail. The
businesses I am going to talk about are Tesco, PC World and Boots. I am going to explain the customer
service for pre transaction, transaction and post transaction for each of the businesses.
Customer service is important because it keeps customers coming back to the store to purchase
something again. Also it makes customers more loyal to the retailer over others. Having excellent
customer service skills also makes the customers feel like they are being heard and as though their
opinions count so they are more likely to invest in the business over a competitors. Also happy
customers means positive reviews and they would say good things about the retailer on social media as
well as through word and mouth, which in turn will attract more customers to shop there. The customer
service offered changes during the three different stages of the sales process.
Pre transaction
Pre transaction is any service or facility available before any sales have been made with the customer.
Examples include toilets, cash machines as well as asking staff on the sales floor for information.
Tesco
Tesco provide customers with toilets, cash machines, a café, telephones and a post box as well as
assistants on the sales floor. The toilets are free for customers use and are put in place to ensure that
customers are comfortable while shopping especially when there are kids. Cash machines make
shopping easier for customers that prefer to pay for items by cash as they can take it out on site so they
don't have to make an extra trip just to take money out. In Tesco Extra a café is put in place to provide
customers a place to relax while shopping. A café is ideal especially for people that are running low on
time as they can eat and drink in store. Tesco provides telephones for customers which is useful for
customers that need to contact someone and they may have left their phone or it is low on battery. A
post box is put in place as well for people who need to post a letter in a rush. Tesco also provide
customers with trolleys and baskets depending on how much they plan to purchase. There are also
different types of trolleys that accommodate to different needs such as trolleys that hold children and
newborn babies. Also there are trollies for elderly to sit on while the navigate the store and they can put
items in the basket in front of them. The different types of trolleys accommodate to the different need
of Tesco's customers. This is important as it makes it easier to shop when you have families to take care
of as Tesco is food store so families might shop together.
PC world
PC world provide customers with trolleys which make it easy for customers who want to purchase
multiple items. This is especially helpful for customer buying heavier and larger items. PC world also
have sales assistants on the shop floor that are their to help customers and answer their queries as well
as help find a product. Employees would also explain the features and specs of a product to highlight all
the main selling points of the item. This is helpful for customers that want to buy a certain type of
product but don't know that much about technology so the employees can break down the information
1
