methods and impacts of customer care and how they can be applied...

Question 1

Stages of the sale process - and keeping customers happy

Answer 1

• finding potential customers- this can be face to face, over the phone or via social media or email
• finding out or discussing the customers needs
• presetning products or services on offer
• facilitating customers purchasing products or services
• contacting customers post sales

Question 2

what could aftercare include:

Answer 2

• showing a customer how to use the product at home e.g. giving a demonstration on how to use a new lawnmower
• providing customer support via the telephone or online
• product servicing

Question 3

Product knowledge

Answer 3

understanding the features and benifits of the businesses products will enable thestaff to answer questions promptly and accurately

Question 4

Build customer relationships

Answer 4

• employees should try and build relationships with customers. this is them being polite and friendly and listening to customers.
• by ensuring facilities that the customers use, e.g. waiting rooms, make their experience more enjoyable. customers feel valued and should encourage them to return
• next dsy delievry/click and collect. Offering incentives such as free gifts and loyalty cards. personalising the service to the individual customer ccan make them feel more valued.

Question 5

providing good customer care can lead to…

Answer 5

• increased customer satisfaction and increase in customer loyalty and retention, with customers more likely to make future purchases from the buisness
• a positive image for the buisness, as customers are likely to share their experience with their friends and family which could expand the sustomer database
• trust and credibility with its customers, which can lead to lon-term customers, which can lead to long-term customer relationships that encourage repeat buisness

Question 6

how to maintain customer care

Answer 6

provide training and support to the employees to ensure that their knowledge and skills aare kept up to date.
regularly engaging with customers and asking for feedback on their experience and suggestions for improvement a business can identify any staff training and support that is needed