People

Question 1

What are the 5 methods?

Answer 1

Train staff well to deal with customers effectively.

Regularly update staff on product/service developments.

Ensure selection methods are rigorous and staff aren’t appointed on a ‘whim’.

Monitor staff e.g. by recording customer service calls or sending mystery shoppers.

Provide an effective after sales service. This includes having helpful and friendly staff who make sure the customer stays satisfied with their purchase.

Question 2

Justification of training staff to deal with customers effectively

Answer 2

This enables staff to be informed of the expectations of the business when dealing with customers, such as being polite and helpful.

Question 3

Justification of regularly updating staff on product/service developments

Answer 3

This ensures staff appear knowledgeable and can assist customers.

Question 4

Justification of ensuring methods of selection are rigorous and staff aren’t appointed on a ‘whim’

Answer 4

This ensures the people employed are suitable to represent the business and its values.

Question 5

Justification of monitoring staff

Answer 5

This ensures employees are representing the business appropriately and standards are maintained.

Question 6

Justification of providing an effective after sales service

Answer 6

Effective after sales can ensure the customer returns to the business, for example to get a car serviced.

A good experience during the life of the product will also ensure the business is the first port of call when it comes to buying a new product.