Wrap/Roll Customer Service Vietnam

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Wrap
Wrap & Roll
www.wrap-and-roll.com

Team GirlSix:
Gi

LOGO

Contents

Introduction
The 4Ps-Product
The 4Ps-Place
The 4Ps-Price
4Ps
The 4Ps-Promotion
Conclusion
Company Logo

Introduction-Service Product
Company’s service products:

www.themegallery.com

Introduction-Brief history

2006

The 1st
Wrap & Roll

Restaurant
on Hai Ba
Trung St
established
by Nguyen
Kim Oanh
Oanh

2007

Develop into
into
Wrap & Roll
chain
including- 6
Restaurants
& Food
Court
Outlets
Outlets

2008

Continue to
to
expand Wrap
& Roll chain
of Restaurants
to 8
Recognized
achievements
from
magazines

2010

Achievements: “Best
Vietnam dishes
for Crab and
seafood nem”;
Reach 10
outlets and
planning
overseas
expansion

Company Logo

Introduction-Company Growth
Number of
Employees

Over 200
35

2006

Number of
outlets/
Restaurants

1

200

140

2007

6

2008

8

2009

10

According to http://veer.vn/Company/Information.aspx?EnterpriseId=1739

Introduction-Target market
Target market

Description
Office Staff:
Middle class (salary- above
300$) . Age: 25 34
Prefer eating simply and
conveniently but healthy

Corresponding
Feature/ Benefits
Each dish of Wrap
and Roll consists of
vegetables and
balanced nutritious
Free delivery

Family
Middle to high income
Prefer healthy food and
relaxed & clean environment
for gathering together.

Provide menu setwith full and diverse
dishes to enjoy.
Lively ambience,
contemporary décor
(having
(having VIP room)

Foreigners
Mainly travelers, business
man or oversea Vietnamese
man
Prefer traditional and
cultural cuisine of Vietnam

Decoration:
traditional & modern.
Offer diversity of
rolls from all regions in
Company Logo
VN

Introduction- Focus Strategy

Quite broad market
Service offering:
offering:
o Mainly: providing dining
experience
oSub: delivery and catering

Introduction- Positioning/ Value
proposition
Determinant Important
Attribute
Attribute
*Quality of
Food

Services Level

*Quality of
Food

Amount of fat in food
Vietnamese taste
PositioningFood decoration o young
statement: t
Good appetite

High/
Low
H

and
healthy conscious peoplearmonious ambience to enjoyH
who have little time
a
Physical
Physical
H
full meal, W&R is the restaurant that not only fulfills your comfort
Overview of the restaurant
hunger but brings you a Degree of cleanliness
valuable and relaxed dining
Aroma
experience. That is created by diverse dishes with lot of
experience. That is created byof iverse dishes with a lot of d food or fresh air
Food Variety
Numbers of dishes served
H
vegetables and relaxed ambience for sharing with friends
or clients. In addition, when you come to W&R,you can
Place high quality of service throughnear workplace/ our staff. Is restaurant dedication of
H
feel
feel high quality of service through dedication of our staff shopping centre?-convenience

Quality of
service

Friendliness of staff

H

Fast delivering service

L

Introduction-Competitors
Competitors

Indirect Competitors

Substitutes

Introduction- Positioning Map
Expensive

High service

Moderate service

Less Expensive
Positioning map: Service Level v. Price Level

Physical Comfort

High

Shopping district

Inner City

& Office tower

Low
Positioning map- Physical comfort v. Location

Introduction-Category of service

Introduction-Servuction System

Introduction- Roles and Scripts
Customers

Receptionist

11-Waiting for meal

14-call payment

17
17- Check and paying
bill
18- take promotion bill
and leave

Waiter/ Staff

12-Serve food for
customers- prepare table.
13- Replace dirty dishes
by new ones.
15- check and print bill

16- put the bill and card
visit/promotion ads in the
booklet and bring it to
customers
19-say goodbye
20- help customers get
their...
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