Level 2 Business Unit 11 P1

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Unit 11 P1 - describe three different types of customers and their needs and expectations Customer service – giving advice, providing credit facilities, delivering goods, providing after-sales service and providing information. A customer is some person or organization that uses an output from a different person or organization. Customers are defined as internal and external to an organization. Internal customer - An employee who receives goods or services produced elsewhere in an organization as inputs to his or her work. External customers – Are most common in sales where a company sells a product to a customer. Three types of customers Loyal Customers- These types of customers are less in numbers but promote more sales and profit as compared to other customers as these are the ones which are completely satisfied. These customers revisit the organization over times hence it is crucial to interact and keep in touch with them on a regular basis and invest much time and effort with them. Loyal customers want individual attention and that demands polite and respectful responses from supplier. Discount Customers- Discount customers are also frequent visitors but they are only a part of business when offered with discounts on regular products and brands or they buy only low cost products. More is the discount the more they tend towards buying. These customers are mostly related to small industries or the industries that focus on low or marginal investments on products. Focus on these types of customers is also important as they also promote distinguished part of profit into business. Wandering Customers- These are the least profitable customers as sometimes they themselves are not sure what to buy. These customers are normally new in industry and most of the times visit suppliers only for confirming their needs on products. They investigate
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