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Unit 29 - D2
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Unit 29 D2. Very detailed work passed first time.
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Alex Lote-GreenfieldD2- Assess the impact of different sales techniques and customer
service in a selected organisation.
In this assignment I will be assessing the impact of different sales
techniques and customer service in the business Tesco.
Some of the sales technique in Tesco’s are
Online shopping and delivery
Click and collect
Customer services
Self-checkout
Club card
Online shopping and deliveryy is a new system that allows customers
to shop and order Tesco products from their website. The good things
about online shopping and delivery is that the customers do not have
to travel out of their house to do their shopping. Also it is increasing
the money income for Tesco because they are attracting new
customers as well as keeping the ones who shop in store. Another
advantage of having online shopping is that Tesco will probably not
have to employ as many staff in store, this is benefiting Tesco because
they are saving them money once again but still have to higher
delivery drivers.
What is was like before was that the business did not offer the online
shopping and home delivery so all of the customers had to do their
shopping in store, which could annoy the customers because they have
to keep travelling out of their home when they want to do shopping,
because of this it could mean that the customers could chose to shop
with other supermarkets who offer online shopping and delivery. It
would also annoy customers because if other supermarkets offer home
service and their preferred supermarket don’t do it, then it would
annoy them and maybe make them chose another store which would
not be not good for Tesco. With Tesco introducing the online shopping
and delivery it had benefited the customer as well as the business
itself. It has benefited the customer because it means they do not have
to waste money on petrol travelling to the store. Also online there is
more choice, for example if a customer is in store and the product they
want is not on the shelf they will presume it is not available when it is
probably just in the stock in the back, so if you order online you will be
, Alex Lote-Greenfield
able to order that product. It benefits Tesco themselves having online
shopping and delivery service because it could attract new and more
customers to use their store, therefore a greater income and profit for
Tesco. For example if a customer prefers Tesco products to a store like
Aldi, but they live closer to Aldi they will chose to go to Aldi instead of
wasting money to travel to a Tesco store. But if Tesco offer a home
delivery service and Aldi do not, then the customer would be able to
stay at home and shop at Tesco instead of Aldi, meaning they would
not have to do the extra travelling or waste money travelling to the
store. But in response Aldi could offer a home delivery service which
would be competing with Tesco, then Tesco would have to do
something eels like lower their prices or offer special deals to their
customers to try and attract them towards their business instead
competition.
But having an online shopping and delivery service has some
negatives. Firstly most of all their competitors have the service also,
like Asda, Sainsbury’s, Morrison’s, Iceland, and Waitrose. So if the
customers prefer those stores then they will shop with them instead of
Tesco. Therefore Tesco will have to try and attract customers with the
prices and products they sell. Even though the online shopping and
delivery is gaining Tesco money, it will cost them quite a lot to keep up
to track with it all. They have to higher delivery drivers, maintain the
vans, and have a computer system to know who has ordered shopping
that needs to be delivered as quick as possible. So with all that they
have to maintain it will be costing them quite a lot and not the most
fun job for the staff involved. They will have to pay the delivery drivers
wages and the price of keeping the vans running which will not be
cheap, so even if the service is gaining them money it still is all a big
program to keep maintained and costing them money. But it is a
beneficial for them because they are making more money because
customers tend to spend more money when shopping online, so Tesco
re getting more money to if the customer was in store and with the
customer spending more it would cover the cost of the delivery bring
brought to them and with them having delivery vans and home
delivery it is having an impact on the environment.
My personal opinion is that the introduction to online shopping and the
delivery service was a great idea and has benefitted the business
hugely, with them gaining profit and increasing their revenue due to
the amount of customers using the system. Customers have the
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