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unit 5 sales and personal selling assignment 2a
- Institution
- PEARSON (PEARSON)
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2B.P5 Describe how a selected business meets the needs andexpectations of three different types of customer.
2B.P6 Describe, using examples, the limits of authority that would apply
when delivering customer service.
In this assignment i am going to describe how TESCO’s meet the needs
and expectation of three different sort of customers, and i am also going
to describe the limit of authorities.
For this assignment I’m going to use TESCO as a business.
INTERNAL CUSTOMERS
Internal customers are directly connected to an organisation and are
usually inside the organisation. 3 examples of internal customers include
Managers, colleagues, other departments.
Managers will need to get trained so that they know what they need to do
and what the business expects. Tesco provides training to their new staff
in order to give a good customer service to their customers. Managers
would also need to be paid for their work. Tesco’s mangers would get
extra pay for the extra work they do which I training new staff in order to
motivate them so they can give a better training Finally managers would
need to be in a safe working environment. Tesco provides a safe working
environment for their employers it does not affect what position they are
at this means that the managers and all the people working in Tesco are
in safe working environment,
Managers would expect the chance for promotion. Tesco does provide
promotion for the hardworking managers in order to gain more success
through them. They would also expect staff discounts on food and their
shopping. This is done through giving the staff vouchers and discount
promos in order to motivate them. Another thing that managers would
expect is to have good staff under them for example good checkout staff
Tesco’s managers conduct a control check in order to make sure that their
staff is not making any mistakes which could lead to loss.
EXTERNAL CUSTOMERS
External customers are people outside the business and include new and
existing customers, pressure groups, business to business. External
customers have choice, and if they don't like your product or service can
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