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Summary Unit 29 - Understanding Retailing (21014c)
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Summary of 8 pages for the course Unit 29 - Understanding Retailing at PEARSON (Unit 29)
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Unit 29 Understanding Retail inBusiness
Klein Luyindula
P3
Explain how focusing on the customer.by providing good customer service is
essential.
Report Introduction
-Developing a customer focus strategy is very important for a business because
this means they care about customer needs, wants and satisfaction with their
products or services, this will benefit the business because it will allow the
business to grow and reach their brand goals.
-The retail businesses are aware that the customers happiness is very important,
so are the classifications of customer service or customer information can vary
based on the type of customers. For example, if a business really wants to target a
customer's needs then they will turn to the help of a product centric center, the
benefits of the product centric center is they offer a wider range similar products
that will allow a business to target the customers' expectations and needs.
-The customers satisfaction is key towards a retail business because if a customer
is happy with the purchase then there likely to return to the store or even
recommend the business to other potential customers which will potentially
increase the business recognition.
-The uses of ICT can be very reliable as it can be used to offer professional
standards of service to its customers for example faster response times on
customer enquiries. The other benefits in which ICT can include is keeping
previous records of past orders and customer information which makes it easier
to deal will customers when they return to the business in doing this will boost
businesses the customer service.
-ICT can all have a huge impact on CRM (customer relationship management) in a
number of ways for instance tracking customer orders, running promotion
campaigns and automated communication and data analysis on how efficient and
productive it is, which there for improve the businesses reputation as it shows
that they are able to handle issues quickly and keep customers up to date.
Customer service report
, Unit 29 Understanding Retail in
Business
Klein Luyindula
-My first survey which I had taken was from a Smart TV that I had purchased
online from curry's Pc world, curry's Pc world is a physical store, but they also
operate online which is very reliable for customers such as me who were not able
to travel to the store, they offered a wide range of stylish Tv’s which made it
harder for me to make my decision but in the end, I purchased a TV. I would say I
had a good shopping experience and my purchased was delivery in excellent
condition and quick delivery.
-My second survey in which I took was for Selfridges, Selfridges is a physical
retailer who specializes in selling high end designers and luxury clothing upon my
shopping experience I purchased some designer shoes and a designer jacket. I
was very satisfied was the service in which I received from the employees. I would
recommend the business to my friends and family.
-My final customer survey in which I completed was for JD sports. Jd sports is a
physical store retailer which specializes in selling sports, trainers and casual wear.
Now my experience in the store wasn’t the acceptable as it took me a while to be
served from the employees and my product didn’t come in the best quality either.
Curry's Pc world customer service policy
-Curry's have many of different policies, to make sure their customers stay
satisfied the business offers the money back guarantee that your money will be
returned if you are not happy with your purchase, the business also offers secure
payment, so customers feel safer when shopping online, this ensure that the
customers details are not exposed and are safe. All products are owned from the
business, so the customer does not need to worry about any of the products
being fake or inappropriate.
Selfridges customer service policy
-Selfridges have strict customer service policies as the one of the world's most
populist retailers so it is important that customers are always put first which is
why the store has a large number of employees which means customer as
continuously served and never left waiting. Selfridges offer a 24 hour returns
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