ADDRESS CUSTOMER NEEDS
The first customer contact transaction discussed in the Task 1 is when the customer drops in the shop to buy a particular commodity & fetches help from the sales personnel. This is an incident which happened in one of the leading clothing store i.e. Marks & Spencer’s. The customer contact was in person. The duration of the entire transaction was 15 minutes. The customer was unable to fetch a product which suits her requirement. Her need was to buy a pair of navy blue jeans with size 28 inches (Ramsey & Sohi, 1997). She was unable to locate the counter where in the jeans were placed. The person who was doing the customer contact was responsible to handle sales within the store. The line of work or industry they cater to is the merchandise sector. Marks & Spencer’s deals in providing its customer with high end clothes ranging from fashionable tops to formal shirts, sporty t-shirts, jeggings, leggings, skirts, knee length dresses, party wear clothes & lingerie. Yes, there is evidence that, the sales person was prepared for such type of transaction. It is seen that, the sales person deals with such type of transactions every day. Therefore, he has ways to sort out the things & satisfy the needs of the customer. The evidence which was seen in this particular situation was that, he accompanied the customer till the rack where in 28 waist size jeans were kept. He was there with the customer all through her buying process. The listening skills of the sales person were up to the mark. He did his bit to sort out the things at his part. The sales personnel was both listening as well as questioning the customer in order to know the needs of the customer in a well defined manner. The sales person asked the customer the right kind of questions such as the waist size, preferable color, pattern of the pair of jeans, etc. This shows that, the sales person was able to stimulate the thoughts of the customer & provide solutions for the same. In case of this situation, the non verbal communications which were looked upon from the sales person were appropriate to the current problem. In case of this situation some of the nonverbal communications which were used by the sales person were use of his arms, facial expressions, maintaining eye contact with the customers to show case high levels of interest, body movements & postures, etc (Ramsey & Sohi, 1997). The sort of language which was used by the sales person was apt according to the problems faced by the customer. The customer believed it to be suitable as the sales person was able to resolve the problems in the best possible manner. The customers did not ask for any type of clarification as the language by the sales personal was quite simple to understand & comprehend. There was no different way of talking to the other customers within the store. The sales person used a simple way of knowing the needs of the customers. The sales person communicated with the customer & tried to take feedback from them which helped him to know the needs of the customer in a better manner. No, there was no conflict between the salesperson & the customer. Yes, the salesperson was able to understand the needs of the customer. The tools & techniques used to express empathy with the needs of the customer were done by maintaining fair eye contact, practice empathetic listening, etc. In the end, the need of the customer was satisfied. The customer was happy while moving out of the store. The need of the customer was to buy a 28 waist size navy blue pair of jeans. Initially she was unable to locate the rack which consisted of 28 waist sized jeans. This lead to a problem & the salesperson identified the same to satisfy the needs of the customer (Martin, 2006). The second customer contact transaction discussed in Task 1 refers to a sales call done in a call centre. The customer contact was done over the phone. The duration of the...
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