In this assignment I will explain the ways in which sales techniques and
customer service have developed in retail organisation such as Curry. I will also
assess the impact of different sales techniques and customer service in Curry.
Furthermore I will assess the positive and negative impacts of the customer
service and sales techniques of my Clarks.
Sales techniques and good customer service have changed so much that
customers are getting the right support they need with the product. In the last
few years, Currys did not train its staff to a high level of standard but now it is
expected that when a customer directly goes into a store, the staff will do their
best to deliver good customer service by using their knowledge about that
related product. Product knowledge is most essential in customer service as
customers may need to know how a product will benefit them and the features it
has.
Naming each aisle is a valuable sales technique used by Curry’s, which directs the
customer to where the product is placed. Not only is this is a simple method but
ensures that customers are able to find the right product in the most convenient
way. This particular strategy of Curry’s was recently invented and it has been an
improvement to customer service now on from the previous years. Some new
features have been provided at Currys like the ‘Play tables and improved
merchandising’ for example, this involves customers to try the product and help
them make a comfortable choice about what tends to be worth buying.
If customers would like to get in touch with a member of staff and discuss the
complaints or enquires they may have, Curry’s team of colleagues are at its best
in dealing with problems brilliantly. Before, the Automated System was not
beneficial to customers as they had to leave a message and took time for them to
respond quickly, so what Curry’s tends to do now is they recruit a set of
colleagues and train them to use a service where responsibility is taken for the
customer’s issue and they try to resolve the problem quickly.
Price promise helps Curry’s to distinguish itself from their competitors; Comet,
John Lewis, Argos, Staples, and Tesco. Other stores may have the same product,
but Curry’s offer a 10% discount on their competitor’s price. Their tactic is to
check what sort of prices different competitors may have and come up with the
most unbeatable value to offer their customers with. However, whilst in the last
several years’ customers had not been given an option of price promise, now
Curry’s is under pressure from online retailers so they have to make sure the
cheapest products are provided online for the customers.
Curry’s tend to install and repair the products that are broken or damaged and as
far as I have seen from the customer’s point of view through their complaints on
the online review; it seems that there are both positive and negative remarks
from customer towards their customer service. One says that they had waited for
a replacement of the product but the team told the customer that the part will
not be in until the next 28 days. Whilst others thought the customer service was
impressive with helpful staff to assist you with anything with the product itself.
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customer service have developed in retail organisation such as Curry. I will also
assess the impact of different sales techniques and customer service in Curry.
Furthermore I will assess the positive and negative impacts of the customer
service and sales techniques of my Clarks.
Sales techniques and good customer service have changed so much that
customers are getting the right support they need with the product. In the last
few years, Currys did not train its staff to a high level of standard but now it is
expected that when a customer directly goes into a store, the staff will do their
best to deliver good customer service by using their knowledge about that
related product. Product knowledge is most essential in customer service as
customers may need to know how a product will benefit them and the features it
has.
Naming each aisle is a valuable sales technique used by Curry’s, which directs the
customer to where the product is placed. Not only is this is a simple method but
ensures that customers are able to find the right product in the most convenient
way. This particular strategy of Curry’s was recently invented and it has been an
improvement to customer service now on from the previous years. Some new
features have been provided at Currys like the ‘Play tables and improved
merchandising’ for example, this involves customers to try the product and help
them make a comfortable choice about what tends to be worth buying.
If customers would like to get in touch with a member of staff and discuss the
complaints or enquires they may have, Curry’s team of colleagues are at its best
in dealing with problems brilliantly. Before, the Automated System was not
beneficial to customers as they had to leave a message and took time for them to
respond quickly, so what Curry’s tends to do now is they recruit a set of
colleagues and train them to use a service where responsibility is taken for the
customer’s issue and they try to resolve the problem quickly.
Price promise helps Curry’s to distinguish itself from their competitors; Comet,
John Lewis, Argos, Staples, and Tesco. Other stores may have the same product,
but Curry’s offer a 10% discount on their competitor’s price. Their tactic is to
check what sort of prices different competitors may have and come up with the
most unbeatable value to offer their customers with. However, whilst in the last
several years’ customers had not been given an option of price promise, now
Curry’s is under pressure from online retailers so they have to make sure the
cheapest products are provided online for the customers.
Curry’s tend to install and repair the products that are broken or damaged and as
far as I have seen from the customer’s point of view through their complaints on
the online review; it seems that there are both positive and negative remarks
from customer towards their customer service. One says that they had waited for
a replacement of the product but the team told the customer that the part will
not be in until the next 28 days. Whilst others thought the customer service was
impressive with helpful staff to assist you with anything with the product itself.
1
