Notesale: Turn your study into money

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Unit 29: Understanding Retailing
P3: Explain how focusing on the customer by providing a good customer service is essential
to retailing
In this task, I am going to assess three different companies in terms of products and
services, whilst evaluating their merits and where they need to improve
...
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
...
The third is described as a “click and bricks company”, which sell their
products both online and in store, so the example I will use for this will be Tesco
...
5/5

Tesco
Metro

Customer Service

Asked a member of customer
service where something was, the
told moe where it was and how
much was left
...
5/5

Company

Product/Service

Amazon

Product Quality

Amazon

Home Delivery

Poor

Satisfactory

Excellent

Satisfactory

Excellent
Product I bought
was in good
condition from
warehouse
...
4/5

Amazon

Returns Policy

Company

Product/Service

Simmons
Bakery

Sausage Roll

Simmons
Bakery

Customer
Service

Simmons
Bakery

Store
Aesthetics

30 day returns policy if
unused or in bad condition
...
5/5

Staff were nice
...
4/5
Spacious, bright store and
can eat in or sit outside with
tables outside
...
Through looking at what the customer has
bought, they can then advertise similar products that the customer may be interested in, so
therefore they are very good at delivering new information which will help the customer to
discover more products which they may like
...
They make this
information very accessible, by putting the relevant allergens on the product list, so therefore
the customer will be able to avoid certain products that they may be allergic to
...

Amazon
Amazon’s home delivery system is very effective, as they give you different options which
will be relevant to your situation
...


Customer Interest Methods
Tesco
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
...

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
...

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
...


Simmons Bakery
Pre Transaction ​– Simmons aims to build their reputation through services such as
customer service, and general convenience, as they aim to help customers find the ideal
snack for them, and they are rather accessible on town centres, so though this they will be
able to build up word of mouth over time
...
They also have prop displays in order to interest
customers, and may use traditional means such as meal deals, in order to ensure the
customers get a good deal and may want to come back in the future
...


Amazon
Pre Transaction ​– Amazon has a great reputation as the leading major retailer in the world,
as they stock almost every product a person would need, so when you combine this with
their home delivery, customers will constantly flock towards the website as it is so
convenient, and it has everything the customer will need
...

In Store ​– As stated before, Amazon may only advertise when necessary as the brand is so
big, and they may not go through the same traditional methods of advertising such as money
off, as they usually set products at the recommended retail price, and will only reduce the
price when something new is coming out, to make sure they keep some interest in those
products for the meantime
...

Post Transaction ​– As Amazon are online, they will rely mostly on online methods of
advertising in order to keep interest, so they will send customers emails to remind them of
certain deals and products, to entice them to come back
...




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