MEETING CUSTOMER NEEDS

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MEETING CUSTOMER NEEDS

• HEALTH WELFARE
• TOILETS
• HYGIENE
• BABY CHANGING FACILITIES
• REFRESHMENTS
• FIRST AID

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INTRODUCTION TO RETAIL DISTRIBUTIVE SERVICES

• SHOPPING and BUYING
• What motivates us to buy?

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INTRODUCTION TO RETAIL DISTRIBUTIVE SERVICES

• SHOPPING and BUYING
• To explain why people decide to buy, you will
  need to learn about the different characteristics
  of motivation such as
• EVERYDAY BUYING
• IMPULSE BUYING
• EMERGENCY BUYING
• DISTRESS BUYING
• HABITUAL BUYING
• OCCASIONAL BUYING
• SHOPPING FOR LEISURE

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UNIT 9 MEETING CUSTOMER NEEDS (INTERMEDIATE)NEE
DS OF CUSTOMERSTYPE OF OUTLET- RETAIL-
TRADE- INDEPENDENT- MULTIPLE- LOCAL-
OUT-OF-TOWN- FOOD- NON-FOOD
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UNIT 9 MEETING CUSTOMER NEEDS (INTERMEDIATE)NEE
DS OF CUSTOMERSPRODUCT- EVERYDAY/ STAPLE-
SPECAL OCCASION- NECESSITY- LUXURY
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UNIT 9 MEETING CUSTOMER NEEDS (INTERMEDIATE)NEE
DS OF CUSTOMERS SAFETY and SECURITY IN YOUR
GROUP, DISCUSS HOW OUTLETS PROVIDE FOR THE SAFETY
AND SECURITY NEEDS OF THEIR CUSTOMERS.It may
help to think about what safety and security
measures you would expect from a retailer. You
should then consider what other types of
customers might expect.YOUR GROUP SHOULD PRESENT
THEIR FINDINGS TO THE REST OF THE GROUP
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UNIT 9 MEETING CUSTOMER NEEDS (INTERMEDIATE)NEE
DS OF CUSTOMERS SAFETY and SECURITY - ACCESS
- AVAILABILITY OF LIFTS - STORE LAYOUT AND
DESIGN - FIRE PRECAUTIONS - PARKING -
SURVEILLANCE
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UNIT 9 MEETING CUSTOMER NEEDS (INTERMEDIATE)

PRODUCT
TYPE OF OUTLET
SAFETY SECURITY
NEEDS OF CUSTOMERS
PHYSICAL
HEALTH WELFARE
INTERNET/ MAIL ORDER
FINANCIAL
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UNIT 1INTRODUCTION TO RETAIL DISTRIBUTIVE
SERVICESTHE IMPACT OF HEALTH SAFETY
LEGISLATION ON CUSTOMERS

• PRODUCTS WILL BE DISPLAYED SAFELY (Some products
  may be securely stored eg. Fireworks)
• WARNING SIGNS eg. Wet Floor, Fire Evacuation
  etc.
• NO SMOKING POLICIES
• FOOD WILL BE SERVED HYGIENICALLY
• STORES ARE PROPERLY VENTILLATED/ HEATED/ LIT
• QUALIFIED FIRST AIDERS WILL BE AVAILABLE
• PROOF OF AGE MAY BE REQUIRED BEFORE PURCHASE OF
  SOME PRODUCTS
• PRODUCTS WILL BE LABELLED CORRECTLY

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UNIT 1INTRODUCTION TO RETAIL DISTRIBUTIVE
SERVICES THE IMPACT OF HEALTH SAFETY
LEGISLATION ON EMPLOYEES

• TRAINING First Aid, Food Hygiene, Fire Safety,
  Manual Handling
• CLOTHING/ EQUIPMENT Overalls, Hair Nets, Gloves,
  Thermal Clothing
• REPORTING PROCEDURES Accident Book
• WORK AREA Cleaning, Safe Display
• PREPARATION OF PRODUCTS Guarded Cutters,
  Temperature Checks etc.

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UNIT 1INTRODUCTION TO RETAIL DISTRIBUTIVE
SERVICESWHY CONSUMERS BUY

• THE SATISFACTION OF PHYSICAL NEEDS
• RECREATION AND COMFORT
• IMITATION
• EXCLUSIVENESS
• FAMILY AFFECTION
• HEALTH, HABIT, CURIOSITY, NOVELTY, POSSESSION,
  PRIDE

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INTRODUCTION TO RETAIL DISTRIBUTIVE SERVICES

• SHOPPING and BUYING
• To explain why people decide to buy, you will
  need to learn about the different characteristics
  of motivation such as
• EVERYDAY BUYING
• IMPULSE BUYING
• EMERGENCY BUYING
• DISTRESS BUYING
• HABITUAL BUYING
• OCCASIONAL BUYING
• SHOPPING FOR LEISURE

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Why do retailers need to provide excellent
service to customers?List 6 different reasons
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MEETING THE NEEDS OF CUSTOMERSTYPES OF CUSTOMER
SERVICE

• INFORMATION IS NEEDED BEFORE, DURING AND AFTER
  PURCHASING A PRODUCT
• RETAILERS REQUIRE INFORMATION FROM WHOLESALERS
  AND MANUFACTURERS
• CONSUMERS REQUIRE INFORMATION FROM THE SELLER OF
  THE GOODS

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MEETING THE NEEDS OF CUSTOMERSPROVIDING
INFORMATION AND ASSISTANCE

• Suggest 10 types of information customers might
  need to know to make a purchase.
• Suggest types of information not examples of
  information

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MEETING THE NEEDS OF CUSTOMERSPROVIDING
INFORMATION AND ASSISTANCE

• SPECIFICATION ( colour, size, materials etc.)
• DELIVERY
• GUARANTEES
• METHODS OF PAYMENT
• AFTER SALES SERVICE
• PRICE

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MEETING THE NEEDS OF CUSTOMERS TYPES OF
CUSTOMER SERVICE

• THE INFORMATION NEEDED WILL VARY WITH EVERY
  PURCHASE AND EVERY SERVICE SITUATION.
• Here are some examples of information that might
  be needed by the customer
• THE PRICE
• QUANTITY NEEDED/ QUANTITY IN WHICH THE PRODUCT IS
  SOLD
• THE COLOUR, MAKE OR BRAND
• THE QUALITY OF THE ITEM
• THE LOCATION OF THE OUTLET AND THE TYPE OF OUTLET
• THE METHODS OF PAYMENT THAT ARE AVAILABLE
• WHETHER THERE IS A DELIVERY SERVICE AND WHETHER
  THERE IS A CHARGE FOR THIS

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MEETING THE NEEDS OF CUSTOMERSPROVIDING
INFORMATION TO CUSTOMERS Where do Retailers and
Consumers get information from?

• PERSONAL KNOWLEDGE
• RECOMMENDATIONS
• CATALOGUES, TRADE MAGAZINES, LEAFLETS AND THE
  MEDIA
• SALES PEOPLE
• COMPARISON SHOPPING
• CUSTOMER SURVEYS

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MEETING THE NEEDS OF CUSTOMERSPAYMENT METHODS

• List 6 different payment methods and write a
  brief description of each.

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MEETING THE NEEDS OF CUSTOMERSPAYMENT METHODS

• CASH
• DEBIT CARD
• STORE CARD
• CHEQUE
• CHEQUE
• CREDIT CARD
• ON ACCOUNT

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Unit 9 Meeting Customer Needs for INTERNET
SHOPPING MAlL ORDER

• MAILORDER
• INTERNET SHOPPING
• TV SELLING

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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES

• HOME SHOPPING

MAIL-ORDER CATALOGUES
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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES
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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES
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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES
MAIL-ORDER CATALOGUES
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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES
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INTRODUCTION TO RETAIL AND DISTRIBUTIVE SERVICES
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Unit 9 Meeting Customer NeedsCUSTOMER SERVICES

• IN-STORE FACILITIES
• PURCHASING PAYMENT
• AFTER-SALES
• PRODUCT BASED SERVICES

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Unit 9 Meeting Customer NeedsCUSTOMER
SERVICESPURCHASING AND PAYMENT

• EASY QUEUEING
• PAYMENT FACILITIES
• PAYMENT METHODS
• EASE OF MOVEMENT AROUND STORE
• OTHER EQUIPMENT FOR CUSTOMER USE

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Unit 9 Meeting Customer NeedsCUSTOMER
SERVICESIN-STORE FACILITIES

• INFORMATON Display, Directions
• HELP DESKS
• TRAINED STAFF
• WELFARE FACILITIES
• CASH MACHINES

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Unit 9 Meeting Customer NeedsCUSTOMER
SERVICESAFTER SALES

• DELIVERY
• RETURNS AND REPLACEMENT POLICY
• GUARANTEES
• REPAIRS

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Unit 9 Meeting Customer NeedsCUSTOMER
SERVICESPRODUCT-BASED SERVICES

• RANGING
• STOCKING
• PRICING
• ORDERING
• QUALITY STANDARDS

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Unit 9 Meeting Customer NeedsQUALITY
PRODUCT QUALITY
SERVICE QUALITY
QUALITY
QUALITY STANDARDS
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Unit 9 Meeting Customer NeedsQUALITYPRODUCT
QUALITY

• RANGE
• SELECTION
• PRICE
• BRAND IMAGE

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Unit 9 Meeting Customer NeedsQUALITYSERVICE
QUALITY

• MISSION STATEMENTS
• CUSTOMER CHARTERS
• PRODUCT KNOWLEDGE
• SIGNPOSTING
• AVAILABILITY OF TROLLEYS

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Unit 9 Meeting Customer NeedsQUALITYQUALITY
STANDARDS

• ISO9000
• INVESTORS IN PEOPLE
• STAFF TRAINING

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FACTORS AFFECTING THE IMAGE OF AN ORGANISTAION

• ACTIVITY
• For this activity you will need to work with a
  partner.
• Together, make a list of all the features of a
  retail outlet that affect its overall image.
• Create your own poster that illustrates your
  findings

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VALUE FOR MONEY
PRICE
EXCLUSIVITY
FACTORS AFFECTING THE IMAGE OF AN ORGANISTAION
PRODUCT QUALITY
PRODUCT RANGE
SERVICE
EXPERTISE
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HOW ORGANISATIONS COMMUNICATE AN IMAGE TO
CUSTOMERS

• RANGING
• PRICING
• ADVERTISING
• PROMOTIONS
• PUBLIC RELATIONS (PR)
• STORE ENVIRONMENT

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CUSTOMER PROTECTION
SECURITY
HEALTH SAFETY
WELFARE
LEGISLATION
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CUSTOMER PROTECTION SECURITY
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CUSTOMER PROTECTION HEALTH SAFETY
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CUSTOMER PROTECTION WELFARE

• EASE OF ACCESS
• FIRST-AID
• CUSTOMER FACILITIES

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CUSTOMER PROTECTION LEGISLATION