M3- how sales techniques and good customer service have evolved in the organization
Sales techniques and good customer service have changed so much that customers are getting the right support they need with the product. In the last few years, Currys did not train its staff to a high level of standard but now it is expected that when a customer directly goes into a store, the staff will do their best to deliver good customer service using knowledge of what they already know about the product. Product knowledge is most essential in customer service as customers may need to know how a product will benefit them and the features it has.
Signage above each section is a valuable sales technique used by Currys which directs the customer to where the product is placed. Not only is this a simple method but ensures that customers are able to find the right product in the most convenient way. This particular strategy of Currys was recently invented and it has been an improvement to customer service now on from the previous years. Some new features have been provided at Currys like the ‘Playtables and improved merchandising’ for example, which gets customers into trying the product and help them make informed choices about what tends to be worth buying.
If customers would like to get in touch with a member of staff and discuss the complaints they may have, the Currys team of colleagues are its best in dealing with problems brilliantly. Before, the Automated System was not beneficial to customers as they had to leave a message and took time for them to respond quickly, so what Currys tends to do now is they recruit a set of colleagues and train them to use a service where responsibility is taken for the customer’s issue and they try to resolve the problem quickly.
Price promise helps Curry’s to distinguish itself from their competitors; Comet, John Lewis, Argos, Staples, and Tesco. Other stores may have the same product, but Curry’s offer a 10% discount on their...
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