D2: Report to Assess the Positive and Negative Impacts of Customer Service and Sales Techniques

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D2: REPORT TO ASSESS THE POSITIVE AND NEGATIVE IMPACTS OF CUSTOMER SERVICE AND SALES TECHNIQUES 1.0 TERMS OF REFERENCE:
I have been asked to produce a report to assess the positive and negative impacts of the customer service and sales techniques of my selected organisation. The organisation I will be looking at is Clarks. 2.0 PROCEDURE:
In order to obtain the relevant information, I followed the following procedures:
2.1 I will be using my previous assignment P3 role play which was based on the organisation Dixons, and M3 report which was based on Clarks. 2.2 In order to obtain all the information I will also be using the BTEC National Business Book 2 as well as the internet. This will help me to evaluate the distribution process
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By doing this, it is an advantage on the business as it is important to focus on the customers, so that they feel that they are important and so that they know that staffs are there to help so that they have a pleasurable shopping experience. If they have a good experience and are happy with the service given they will therefore come back as well as recommend Clarks to family and friends. The relationship marketing approach has different factors which are beneficial for consumers such as they emphasis on product benefits, so they will look at how the product can benefit the consumer for example Clarks have a wide range of shoes, such as K shoes which are shoes that come in a wider fitting so that consumers, that have wide feet have an option. This is a product benefit, which has been looked into to benefit the consumer. Relationship marketing approach also has a high emphasis on customer service and customer commitment, which is the two most important factors of the approach as it will make every customer feel special, as they are treated the same, with respect and politeness. Clarks staff pay attention to all customers and will find out what the customers preferences

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