Tesco telephone interview tips

Topics: Customer service, Customer relationship management, Customer Pages: 9 (2520 words) Published: December 11, 2013
Tesco:

Values:

Our core purpose is to create value for customers to earn their lifetime loyalty.

No one tries harder for customers
Understand customers better than anyone
Be energetic, be innovative, and be first for customers
Use our strengths to deliver unbeatable value to our customers Look after our people so they can look after our customers

Treat people how we like to be treated
All retailers, there’s one team…the Tesco team
Give support to each other and praise more than criticize
Ask more than tell, and share knowledge so that it can be used Trust & respect each other
Strive to do our very best
Enjoy work, celebrate success & learn from experience

http://www.tescoplc.com/index.asp?pageid=12

Tesco Strengths:

1. UK market leader & global scale & Overseas Strength – in Europe & South Korea, Malaysia, China: Dominates food & non-food markets. Some 12% of retail spending goes through its tills & 30% of all food sales. This gives them huge advertising reach with customers, leverage with suppliers & access to talent.

2. Customer Loyalty – No one tries harder for customers, understand customers better than anyone: Particularly the clubcard scheme, with Dunnhumby working with Tesco. They have efficiently collected data to be able to do things for individual groups of customers to grow their lifetime loyalty, so wanted to really understand their customers, fundamental to the business. Looked at it as a way of learning about how consumers shop & what they want from their retailer. Built the business around the customer.

3. Diversity – into new products & service lines can significantly enhance ability to grow rapidly. Whereas, a company focusing on a narrow range of products would only have access to a finite number of customers. New products/service lines will enable you to make more sales to existing & new customers & expand into markets that would otherwise have been closed to you. Helps customers remain loyal/brand loyalty.

4. The recent emphasis of becoming a multi-channel leader/online influence. Very important, as customer’s want that seamless shopping experience now (Phillip Clark), now have more than 200 click and collect drive through locations, one hour grocery home delivery slots to 98% of the UK population. Erith .com store uses new technology to improve the availability & range of products for customers online. Delivers to over 50 cities outside the UK. Delivery saver.

HUDL: tailored around customer needs, comes with Tesco software e.g. Blinkbox movies, clubcard, bank, shopping for groceries, clothes, general merchandise. Enables shoppers to buy whenever, however & wherever they want. Bringing high quality products into the market where more people can afford it, this market was originally held by expensive brands (apple etc). 3 quarters of UK households don’t have a tablet. Tesco want to bring the digital revolution to the majority.

The Role:

Never stop pushing the boundaries through technology. Delivering effective systems so that customers enjoy a smooth & unique shopping trip.

Ranges from supply chain to banking, in-store to online, will work on innovative projects that lead the way in retail technology & make difference to customer’s shopping experience.

Customer Development: Developing ourselves as multi-channel business as world becomes increasingly digital. Allowing customers to shop on their mobile devices fits modern lifestyle with a more immersive experience which can help to earn their loyalty

Operations: back bone of Tesco, making sure right products get to right place in most efficient & cost-effective way, improving systems that are used by colleagues in stores, head office & distribution centres

This exciting programme builds essential relationships & skills for the IT leaders of the future

Skills needed:

Leadership experience
Keen interest in...
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