Unit 5

Question 1

What is marketing

Answer 1

The process of identifying and satisfying customer needs profitably

Question 2

How to identify customer needs and wants

Answer 2

• Suggestion box/Comments book
• Questionnaires, could be conducted by post,
face to face, phone, email or Internet
• Focus group
• Interviews, phone or face to face, could be structured or unstructured
• Complaints procedure

Question 3

What is a suggestion box

Answer 3

A suggestion box is a container where customers can leave comments about how something can be improved

Question 4

What are surveys or questionnaires useful for?

Answer 4

Customer satisfaction surveys or questionnaires can help a business to find areas for improvement

Question 5

How can a focus group be usefull

Answer 5

A focus group brings a group of potential customers together to talk about the proposed new product or service idea.

Question 6

How are Interviews useful

Answer 6

An interview is an excellent way to find out what a customer needs and wants from a product or service

Question 7

How are complates used

Answer 7

Only about 4% of unhappy customers complain to the business

They will go to the competition and also tell their friends about the bad service and the business will be unaware