Unit 29: Understanding Retailing
By Rais Mauthoor
Customer Service, Sales and Factors
Introduction
Firstly, this assignment will explain how focusing on the customer by providing good
customer service is essential to retailing, it will also identify the competitive factors in the
retail environment a selected organisation faces. To achieve the M3 this report will
explain the ways in which sales techniques and customer service have developed in
retail organisations and to achieve the D2 this assignment will assess the impact of
different sales techniques and customer service in a selected organisation.
P3 Explain how focusing on the customer, by providing good
customer service, is essential to retailing
Customer focus
Customer satisfaction
Clever business practices and strategies will emphasise the importance of customer
focus. A significant aspect of customer focus is customer satisfaction. This is essentially
the ability of an organisation to make a customer happy whilst they are experiencing the
company’s service. Businesses want to satisfy customers so that they have an
enjoyable experience and return in the future. Even though it is rare, some customers
may share their good experiences with friends and family which can make the business
seem superior in their eyes. Satisfying customers usually takes a tremendous amount of
effort. Firstly, understanding customers with help from market research is necessary to
identify customer wants and needs. Afterwards, delivering products or services that the
customer desires will be essential to retain customer interest. Finally, meeting
expectations and tailoring goods to individual customers will be the next step to
guarantee customer satisfaction.
Collection and uses of customer information
Many businesses have a desire to understand their customers. Understanding
customers will allow businesses to constantly adapt to meet the needs and aspirations
of customers. Businesses have discovered that an effective way to understand
customers is by collecting their information. They can do this in a variety of ways.
Firstly, customer feedback and complaints can help with improving the customer
experience. This data comes directly from customers and it is effortless for retailers to
gather. Retailers need feedback to find various ways of improving themselves. Loyalty
cards can be used to identify buyer behaviour and other personal characteristics of
individual customers. This will give businesses an idea on how to effectively target
these individuals. Online sales on a website will portray customer purchases and online
reviews of certain products. This data is helpful when there is a necessity to understand
product flaws or imperfections.
By Rais Mauthoor
Customer Service, Sales and Factors
Introduction
Firstly, this assignment will explain how focusing on the customer by providing good
customer service is essential to retailing, it will also identify the competitive factors in the
retail environment a selected organisation faces. To achieve the M3 this report will
explain the ways in which sales techniques and customer service have developed in
retail organisations and to achieve the D2 this assignment will assess the impact of
different sales techniques and customer service in a selected organisation.
P3 Explain how focusing on the customer, by providing good
customer service, is essential to retailing
Customer focus
Customer satisfaction
Clever business practices and strategies will emphasise the importance of customer
focus. A significant aspect of customer focus is customer satisfaction. This is essentially
the ability of an organisation to make a customer happy whilst they are experiencing the
company’s service. Businesses want to satisfy customers so that they have an
enjoyable experience and return in the future. Even though it is rare, some customers
may share their good experiences with friends and family which can make the business
seem superior in their eyes. Satisfying customers usually takes a tremendous amount of
effort. Firstly, understanding customers with help from market research is necessary to
identify customer wants and needs. Afterwards, delivering products or services that the
customer desires will be essential to retain customer interest. Finally, meeting
expectations and tailoring goods to individual customers will be the next step to
guarantee customer satisfaction.
Collection and uses of customer information
Many businesses have a desire to understand their customers. Understanding
customers will allow businesses to constantly adapt to meet the needs and aspirations
of customers. Businesses have discovered that an effective way to understand
customers is by collecting their information. They can do this in a variety of ways.
Firstly, customer feedback and complaints can help with improving the customer
experience. This data comes directly from customers and it is effortless for retailers to
gather. Retailers need feedback to find various ways of improving themselves. Loyalty
cards can be used to identify buyer behaviour and other personal characteristics of
individual customers. This will give businesses an idea on how to effectively target
these individuals. Online sales on a website will portray customer purchases and online
reviews of certain products. This data is helpful when there is a necessity to understand
product flaws or imperfections.
