To do this, organisations need to be aware of the following: * Identify what customers are buying and what benefits they purchase * Understand why customers will or do purchase * Know when customers are likely to buy By knowing the customer, organisations can plan to meet their needs. Some other aspects they affect consumers purchasing decisions are: * Location * After sales support * Presentation *
WHERE DO YOU SEE YOURSELF IN 5 YEARS TIME IF KEPT ON BY WAITROSE? * I would like to have been apart and completed Waitrose’s graduate leadership scheme. This is because my skills in business and management will develop majorly and I wish to be a part of Waitrose’s vast and strong reputation. WHAT DO YOU KNOW ABOUT THE JOHN LEWIS PARTNERSHIP? * About 81,000 permanent staff * 288 Waitrose branches * 39 john lewis branches * Annual gross sales of £8.7bn * John spedan lewis set up the partnership * His combination of commercial acumen and corporate conscience, enables the john lewis partnership to be as successful as it is today * Won retailer of the year in 2011 * Waitrose Has a market share of 4.2% * AN EXAMPLE OF EXCELLENT CUSTOMER SERVICE * My parents had bought a table from John Lewis * Unfortunately during transit it was damaged * The John lewis delivery team apologised and instantly called their manager to arrange a second delivery for the table.
Develop and document, on behalf of an organisation for which you do or might work, a detailed process whereby it will be possible to investigate, identify, assess, and include the needs of customers in planning processes. Activity 1.docx How can quality, time and cost requirements be balanced? It's all about the expectations of the customer and what they intend on using it for. If they pay a premium price for a product then they expect it to be of premium quality and a quick turnaround. If the product is of low value, then the quality expectation isn't so great.
Different scenarios need different types of customer service, if it is a faulty product then they will need to get a refund on the product, good customer service should refund the item with little fuss. When a company deals with a problem swiftly the customer feels valued and will return to the retail establishment. If the customer needs to complain then the customer service will need to be coherent and comprehensive. The more personal the customer service is the happier the customer will be. Customers much prefer talking to a human rather than a machine.
1. How would you describe the attitudes and emotions of the typical QuikTrip employee? How do these attitudes and emotions influence the employees’ work behaviors? According the company’s growth, being recognized for by Fortune magazine for nine consecutive years as the best companies to work for, the time that the company invests in training and emphasizing the importance of its employees, I would say that this company has employees with positive attitudes, emotions and work ethic. And it seems that with so much time devoted to training and hiring people who like people that the company’s core values can somewhat be instilled within the person rather easily.
The three dimensions of need discover include; asking appropriate questions, listening and acknowledging the customer’s response and establishing the buying motive. When asking questions they should be appropriate questions and in line with where the customer is with their research or knowledge of the product or service, for example, if a customer has done some research on the product and they have a good idea of the features and how those features would be beneficial to them, the customer may become frustrated if you ask questions surveying type questions. If a sales person is not listening to the customer is it easy to ask questions that may seem redundant to the customer, thus frustrating the customer and making it hard for them to trust the salesperson. It is very important that the salesperson listens and acknowledges what the customer is saying and the answers that they give to the questions asked. This will help a great deal when selecting a solution for their problem.
6). Consumer behavior can give some insight to the way a consumer makes a decision about a particular product or service. The thought process behind a visit to a certain store or a website is also a part of consumer behavior. Organizations want and need to know about how a person decides to use certain services or products. The same organizations must know what thoughts or feelings keep customers away.
Morgan had come to New York he had started work at Duncan, Sherman & Co. where he was an accountant for the company. This first job had created a solid foundation for J.P. and his future, because he knew such important people and also because his company was connected with George Peabody & Co. in which at this time the Civil war had broken out in America. With this J.P. Morgan had took the strategy his father had taken and worked both from New York and in London, while doing this he greatly increased his financial wealth through all his firms. In 1864 J.P. was a very important figure in the firm, Dabney, Morgan & Co. After this partnership had ended Morgan went on and held a firm with Tony Drexler called Drexler, Morgan & Co. This firm was the one that would set J.P. Morgan out from the rest, because it is here that Morgan had accumulated most of his wealth and business assets.
Resilient Resilience is the ability to take setbacks and fight back to succeed. This defines a man I have had the privilege to work with. Josh Roark is a twenty-five year old born in Canada that moved to Fort Worth, TX for most of his years so far. He is a good sized man around six feet and weighing in about 185lbs with light colored skin. When he was in college he found out about vector marketing and like most students now, he launched and did really well with the company.
Section 1: Understand the legal and organizational requirement for managing customer service 1.1 Describe the main legal rights of customers (12) Legal rights of customers provide a way for consumer to fight back against seller abuse. These laws and rights hold the sellers accountable and responsible when they take advantages of customer lack of information or bargaining power. There are number of laws that describe and protect customer’s rights. Two of which are (1) The Sale of Goods Act, and (2) Trade Description Act. The Sale of Goods Act, 1979: This law helps customers to rectify the good or service if it goes wrong.