M3 UNIT 29
How sales techniques and customer service have developed in retail
organizations
In this essay, I am going to explain Tesco's approach to customer service, their sales techniques and how
the organization is customer service. Tesco does different things to maintain good customer service.
Customer service is delivered through employees such as sales assistants as well as through the physical
store itself, in terms of customer service
One example is their 24-hour service. This is proof of good customer service as it is convenient for their
customers, especially for people that are always busy so Tesco adapts to their lifestyle. The advantage of
this is that customers can shop at a time that suits them instead of having to rush to the store in the
evening. A disadvantage is that the staff would constantly need to refill the stock and maintain the store
while customers are inside so that they are available for the late customers.
Also, their home delivery service is useful for customers that are unable to do their grocery shopping in
store. An example can be if someone doesn't own a car so wouldn't be able to carry all their shopping.
An advantage of this is that customers can shop from the comfort of their own home as well as save
them time from having to look for specific products as they can search it and find it instantly. A
disadvantage is that customer would need to pay for shipping prices but if they spend over a certain
amount then the delivery will be free.
The click and collect service is useful for people that are always on the go and are rarely at home to sign
for the deliveries so can collect and sign on site. Customers can quickly select what they want to
purchase and select a store to collect it from, whether its their local one or one near their work place or
university. The advantage of this is that it is flexible for customers and convenient for them. One
disadvantage is that Tesco charge £2 if the total cost of the order is under £30 and the service isn't
available in every store.
Some larger stores may provide customers with a cafe so they can grab a bite to eat if they are short of
time as they can eat in store. An advantage of this is that Tesco can make some extra money out of it
and customers might notice something while sat at the cafe and might buy the product they saw which
means Tesco will be able to make more sales. A disadvantage of this is that not everyone uses the cafe
and it costs a lot for Tesco to maintain.
There are always sales assistants on the shop floor that are them to help customers navigate the store
and find the products they are looking for. An advantage is that customers know they can ask for help as
they have lots of people to ask. A disadvantage could be when employees are new and don't know what
the customer is after or they claim they don't work in the department for a certain product and claim to
be new so they pass you on to another employee. This can waste the customers time and can reflect
negatively on Tesco.
Tesco also provide customers with a variety of different types of trolleys, as well as having baskets
available. Different trolleys are suitable to different needs as some trolleys are used to carry children
1
How sales techniques and customer service have developed in retail
organizations
In this essay, I am going to explain Tesco's approach to customer service, their sales techniques and how
the organization is customer service. Tesco does different things to maintain good customer service.
Customer service is delivered through employees such as sales assistants as well as through the physical
store itself, in terms of customer service
One example is their 24-hour service. This is proof of good customer service as it is convenient for their
customers, especially for people that are always busy so Tesco adapts to their lifestyle. The advantage of
this is that customers can shop at a time that suits them instead of having to rush to the store in the
evening. A disadvantage is that the staff would constantly need to refill the stock and maintain the store
while customers are inside so that they are available for the late customers.
Also, their home delivery service is useful for customers that are unable to do their grocery shopping in
store. An example can be if someone doesn't own a car so wouldn't be able to carry all their shopping.
An advantage of this is that customers can shop from the comfort of their own home as well as save
them time from having to look for specific products as they can search it and find it instantly. A
disadvantage is that customer would need to pay for shipping prices but if they spend over a certain
amount then the delivery will be free.
The click and collect service is useful for people that are always on the go and are rarely at home to sign
for the deliveries so can collect and sign on site. Customers can quickly select what they want to
purchase and select a store to collect it from, whether its their local one or one near their work place or
university. The advantage of this is that it is flexible for customers and convenient for them. One
disadvantage is that Tesco charge £2 if the total cost of the order is under £30 and the service isn't
available in every store.
Some larger stores may provide customers with a cafe so they can grab a bite to eat if they are short of
time as they can eat in store. An advantage of this is that Tesco can make some extra money out of it
and customers might notice something while sat at the cafe and might buy the product they saw which
means Tesco will be able to make more sales. A disadvantage of this is that not everyone uses the cafe
and it costs a lot for Tesco to maintain.
There are always sales assistants on the shop floor that are them to help customers navigate the store
and find the products they are looking for. An advantage is that customers know they can ask for help as
they have lots of people to ask. A disadvantage could be when employees are new and don't know what
the customer is after or they claim they don't work in the department for a certain product and claim to
be new so they pass you on to another employee. This can waste the customers time and can reflect
negatively on Tesco.
Tesco also provide customers with a variety of different types of trolleys, as well as having baskets
available. Different trolleys are suitable to different needs as some trolleys are used to carry children
1
