Address Customer Needs - 2195 Words

ADDRESS CUSTOMER NEEDS Task 1: The first customer contact transaction discussed in the Task 1 is when the customer drops in the shop to buy a particular commodity amp; fetches help from the sales personnel. This is an incident which happened in one of the leading clothing store i.e. Marks amp; Spencer’s. The customer contact was in person. The duration of the entire transaction was 15 minutes. The customer was unable to fetch a product which suits her requirement. Her need was to buy a pair of navy blue jeans with size 28 inches (Ramsey amp; Sohi, 1997). She was unable to locate the counter where in the jeans were placed. The person who was doing the customer contact was responsible to handle sales within the store. The line of work†¦show more content†¦The expert providing the information over the phone would be referred to as the sales amp; support team who will push the levels of sales. The line of work or industry they are in is the banking industry that provides the financial services to its c lients. Yes, there is evidence that the salesperson had prepared for the transaction. The way with which the sales person has been talking to the client portrays the way he has been handling such situations in the past (Ramsey amp; Sohi, 1997). The listening skills of the sales person were quite empathetic. The sales person cross questioned the client amp; tried to judge the requirements of the client. The sales personnel used the possible information to tell about the services being offered by him amp; its usefulness to the client in the near future. Since, it was a sales call carried over phone non verbal communication techniques could not be observed. The language used by the sales person was a bit complex. The client asked for reconfirmations amp; clarifications in terms of the meaning of the words, etc. The sales person used the RATER Model to identify the needs of the customer (Martin, 2006). The needs of the customer were divided amongst various categories such as reliability , assurance, tangibles, empathy amp; responsiveness. There was an agreement amongst the salesperson amp; the customer. The sales person handled the argument in a very tactfulShow MoreRelatedAddress Customer Needs-Marketing1146 Words   |  5 PagesAddress Customer Needs Address Customer Needs Year 11 Assignment 1 Eco JET Airways Address Customer Needs Question 1- EcoJET airways could target- Business people- the flights are very suitable for a business person, the timing of the bulk of the flights is typical business hours, the bulk of their flights arriving before 9am and leaving between 5pm and 7pm, therefore they can get their work done during working hours and waste no time at the airport waiting for their flight,Read MoreStephanie Beck Address Customer Needs Essay example1647 Words   |  7 Pagesï » ¿ASSESSMENT: BSBCUS402B – Address Customer Needs Assessment activity 1 1. What procedures could be implemented in a workplace to identify and analyse customer needs, wants and expectations? 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