D2: Report to Assess the Positive and Negative Impacts of Customer Service and Sales Techniques
D2: REPORT TO ASSESS THE POSITIVE AND NEGATIVE IMPACTS OF CUSTOMER SERVICE AND SALES TECHNIQUES 1.0 TERMS OF REFERENCE:
I have been asked to produce a report to assess the positive and negative impacts of the customer service and sales techniques of my selected organisation. The organisation I will be looking at is Clarks. 2.0 PROCEDURE:
In order to obtain the relevant information, I followed the following procedures:
2.1 I will be using my previous assignment P3 role play which was based on the organisation Dixons, and M3 report which was based on Clarks. 2.2 In order to obtain all the information I will also be using the BTEC National Business Book 2 as well as the internet. This will help me to evaluate the distribution process and conduct this report. 3.0 FINDINDGS:
3.1 In any organisation customer service is essential, as it covers all the activities that affect the customer’s experience of dealing with an organisation which is Clarks. This covers the impressions created by the staff, appearance and the training of staff members as well as including how well customer’s needs and preferences were satisfied. By offering a high level of good customer service will not only add value to the products it will enable them to raise the prices while ensuring customer’s loyalty. By giving good customer service it will have positive effects on a business, not just in terms of keeping customers from jumping to rivals as Clarks can create an emotional barrier to prevent customers switching to a competitor. More over another benefit is brand loyalty by giving a customer good service it tends to bring repeat custom, as customers feel positive about the experience they have had with the organisation so they are more likely to come back and make future purchases. Hanging on to existing customers is crucial for Clarks as trying to attract customers from rivals tends to be costly as promotion offers and advertising may be needed. Another benefit of customer service is
I have been asked to produce a report to assess the positive and negative impacts of the customer service and sales techniques of my selected organisation. The organisation I will be looking at is Clarks. 2.0 PROCEDURE:
In order to obtain the relevant information, I followed the following procedures:
2.1 I will be using my previous assignment P3 role play which was based on the organisation Dixons, and M3 report which was based on Clarks. 2.2 In order to obtain all the information I will also be using the BTEC National Business Book 2 as well as the internet. This will help me to evaluate the distribution process and conduct this report. 3.0 FINDINDGS:
3.1 In any organisation customer service is essential, as it covers all the activities that affect the customer’s experience of dealing with an organisation which is Clarks. This covers the impressions created by the staff, appearance and the training of staff members as well as including how well customer’s needs and preferences were satisfied. By offering a high level of good customer service will not only add value to the products it will enable them to raise the prices while ensuring customer’s loyalty. By giving good customer service it will have positive effects on a business, not just in terms of keeping customers from jumping to rivals as Clarks can create an emotional barrier to prevent customers switching to a competitor. More over another benefit is brand loyalty by giving a customer good service it tends to bring repeat custom, as customers feel positive about the experience they have had with the organisation so they are more likely to come back and make future purchases. Hanging on to existing customers is crucial for Clarks as trying to attract customers from rivals tends to be costly as promotion offers and advertising may be needed. Another benefit of customer service is