Part A - (Pass & Merit Task) Customer service and sales activities Expectations Outline how focusing on the customer by providing good customer are a critical element of effective Customer service service is essential to retailing. Start by defining the term customer retailing. Customer service is ….. policies service, Follow this with a brief explanation of why customer service Training is particularly important for retailers. Listed below are some the Retailing involves therefore it is ….. Skills topic areas you may wish to discuss in this section, This list is not vitally important that retailers meet Communication meant to be prescriptive and is by no means exhaustive: - and exceed the expectations of their Market Research existing and potential customers. the need to keep customers satisfied, After Sales service how retailers use customer information to provide good Convenience customer service Unique Selling Point the use of ICT in communication with customers Increase profits how retailers manage their relationships with customers Increase brand loyalty How levels of service may differ between retailers of different Negotiation sizes and scale. E.g. Self service, home delivery, personal shopper etc Happy / Satisfied Customer service pre transaction, transaction, post Soft skills transaction Non-verbal Identifying needs communication Expert assistance Part B (Merit & Distinction Task) First Direct is a division of HSBC – Tangible Qualities You should now begin to explain the sales techniques used at First bank. It has been providing banking Intangible Direct. How do they sell things to customers? How has customer services for over 20 years. It provides Qualities service been used at First Direct. Why did they decide to make a range of banking services, offering Differentiate customer service such an important part of their business strategy? customers products such as…………. Position What do they do in terms of customer service? How does their Call centres approach differ from other Banks on the High street? How do you Customers access services over the Online think sales techniques and customer service in this market might internet or…………. Benchmarking change over the next few years Expectations Customer service has been a key factor in helping the bank to Satisfied differentiate its offer to customers in a customers competitive market. First Direct’s Awards Mission statement is …… Physical presence
Part A - (Pass & Merit Task) Outline how focusing on the customer by providing good customer service is essential to retailing. Start by defining the term customer service, Follow this with a brief explanation of why customer service is particularly important for retailers. Listed below are some the topic areas you may wish to discuss in this section, This list is not meant to be prescriptive and is by no means exhaustive: - the need to keep customers satisfied, how retailers use customer information to provide good customer service the use of ICT in communication with customers how retailers manage their relationships with customers How levels of service may differ between retailers of different sizes and scale. E.g. Self service, home delivery, personal shopper etc Customer service pre transaction, transaction, post transaction Identifying needs Customer service and sales activities are a critical element of effective retailing. Customer service is ….. Retailing involves ….. therefore it is vitally important that retailers meet and exceed the expectations of their existing and potential customers. Expectations Customer service policies Training Skills Communication Market Research After Sales service Convenience Unique Selling Point Increase profits Increase brand loyalty Negotiation Happy / Satisfied Soft skills Non-verbal communication Expert assistance Part B – (Merit & Distinction Task) You should now begin to explain the sales techniques used at First Direct. How do they sell things to customers? How has customer service been used at First Direct. Why did they decide to make customer service such an important part of their business strategy? What do they do in terms of customer service? How does their approach differ from other Banks on the High street? How do you think sales techniques and customer service in this market might change over the next few years First Direct is a division of HSBC bank. It has been providing banking services for over 20 years. It provides a range of banking services, offering customers products such as…………. Customers access services over the internet or…………. Customer service has been a key factor in helping the bank to differentiate its offer to customers in a competitive market. First Direct’s Mission statement is …… Tangible Qualities Intangible Qualities Differentiate Position Call centres Online Benchmarking Expectations Satisfied customers Awards Physical presence
41-understanding-retailing.docx