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Unit 29 - M3
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Unit 29 M3. Very detailed work passed first time.
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Alex Lote-GreenfieldM3
Explain the ways in which sales techniques and customer service have
developed in retail organisations.
In this assignment I am going to explain the ways in which sales
techniques and customer service have developed in retail
organisations. So I will talking about how the retail sector is evolving to
ensure they meet customers ever changing demands and
expectations. The retail sector has changed in many ways for example
there is now more technology involved in the industry, more
competition than ever and when there is a change in the economy,
either a growth or a recession then it impacts retailers across the globe
massively. Because the retail sector is changing then the customers’
expectations are also changing, they are more demanding and except
an outstanding service and top quality products.
One change that has happened in the retail industry is that there is
larger multiple retailers and less independent retailers now. Thus
change has occurred because the more established and powerful
retailers can expand and have more branches of the business because
they have a high buying power therefore they build other stores
elsewhere like the high street or shopping centres which is then taking
up the space for independent retailers to use, therefore the little
independent retailers are not getting the opportunity to open stores
because the more popular multiple retailers are taking their chance. If
there were both independent and multiple retailers down a high street
then the multiple retailer would have a lot more business than the
independent retailer because of them being well known, which could
result in the independent business going out of business altogether due
to lack of sales, so the competition is high but there will always be one
winner. For example if a popular business like Top man, River island or
Primark wanted to open a store down a busy high street, but an
independent store also wanted to open down the same high street then
the multiple retailer would be in favour because they are already
known for doing well in business, where as it is a risk for a new store to
open in case their business is not successful. But what independent
retailers such as Coneys could do to increase their amount of
customers and compete with the multiple businesses is to offer
outstanding customer service, great offers, lower prices and even new
products. Either one of them ways could attract new customers and try
and edge customers towards their store instead of choosing the
multiple retailers. But as a result of the independent retailers doing this
the large retailers are also offering great customer service to try and
compete their competition and attract the customers to their stores.
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