Notesale: Turn your study into money

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Unit 29: Understanding Retailing
M3: Explain the ways in which sales techniques and customer service have developed in
retail organisations
In this task, I am going to assess two different companies in terms of how they use sales
techniques and customer service
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The first is described as a “bricks company”, which only sell their products on their physical
store, the example I will use is Simmons Bakery
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The below shows how both companies operate in terms of sales techniques and customer
service:
Tesco
Tesco is very effective in terms of delivering information on new products as they use
cookies to advertise products on their website
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Pre Transaction​ ​– Tesco has a great reputation as one of the leading major retailers
throughout the UK, as they stock many major brands, and through other services such as
customer service, and general convenience such as their home delivery, they are able to
entice customers towards the store almost without advertisement, as the brand is so big, it
advertises itself by being there
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In​ ​Store​ ​– As stated before, Tesco advertise certain deals such as BOGOF, reduced prices
and seasonal products in order to ensure customers buy more than what they came in for in
order to maximize spending potential
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Post​ ​Transaction​ ​– Tesco have certain methods in order to ensure there is repeat
purchases, so for example, they may send customers emails to remind them of certain
deals, to entice them to come back
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Simmons Bakery
The customer service is very good at Simmons Bakery as they are able to give essential
information such as allergy information and share it to the customer well
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Also, the staff
may also be able to give further information on this, so therefore this information is conveyed
well, to give an overall good service
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In​ ​Store​ ​– Simmons may have seasonal products in order to ensure customers keep their
interest in the products, as if they theme their products, the customers may constantly want
to come back to see what they have next
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Post​ ​Transaction​ ​– Simmons rely on the pre and in store interest methods to ensure that
there is repeat purchases, as they may not have the system to send customers emails to
remind them of certain deals, to entice them to come back, so they will have to do all they
can whilst the customers are in store, to make the want to come back in the future
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As Tesco are one of the
biggest retailing brands in the UK, it means they have access to different levels of finances
and resources in which Simmons simply wouldn’t
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Through this, Tesco are able to
cater to many different needs which ensures they have more to communicate, and also they
have a larger financial incoming in order to have this level of communication between the
company and customer
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