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1.1 Describe how to identify customer needs and expectations. 

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1.1 Describe how to identify customer needs and expectations. 

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You could conduct written surveys for example asking customers to fill it out at the end of the shop. This survey will help to show what customers are needing and expecting from the shop.

Asking customers questions on social media to gain feedback surrounding their needs and expectations.

Speaking to customers in person will also help as you can ask customers questions relating to their needs and expectations.

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1.2 Describe why it is important to meet customer needs

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1.2 Describe why it is important to meet customer needs

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Customer needs are important to a business as it increases your sales and your loyalty with your customers.

If customer needs was met, the impact on customer in a positive way would be that not only is the business giving what the customer needs and making them happy businesses can make them feel valued as individuals rather than just people who provide revenue.

Meeting customer needs will have a positive impact on the organisation as it will lead to strong and effective reputation and good recommendation on the business.

Customers would not only feel annoyed with the fact that the business has nothing they need for them to buy, they will make the business feel ashamed as they will leave bad reviews and will make the business lose money, sales, and decrease its reputation

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1.3 Explain methods to build positive working relationships with customers.

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1.3 Explain methods to build positive working relationships with customers.

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1) Remembering customer names can build positive working relationships with customers as this will show that the organisation values that person enough to remember who he/she is and will make the customer wanting to come more often.

2) Communicating constantly and effectively with customers builds positive working relationships with customers as this makes the customer feel interacted with the organisation and makes them feel as if they are apart of the business. It will attract them more to come as they feel comfortable with the internal part of the business.

3) Using appropriate language and tone with customers builds the working relationship with them as this will reflect on the business showing that the business has a great mannered staff and this can be powerful to draw the customers in more with business as showing kindness will emotionally have an effect on the customer. This will want them to come more and build a deeper and meaningful relationship with the customer as they will want to come more often.

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Great work, you have explained methods that can be used to build positive working relationships with customers.

1.3 PASS ACHIEVED

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1.4 Explain why it is important to manage customer expectations.

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1.4 Explain why it is important to manage customer expectations.

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1) Communicating with your expectations of the business can result in clarity amongst the workforce. This can lead to increased productivity levels meaning the business benefits more overall.

2) Understanding customer expectations can fulfill customer needs. This is very useful since every customer is different so taking the time to build a report or data on recurring clients can help you understand their preferred communication style which gives the business an advantage to fulfil intangible needs as well.

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Ihsan, this is very muddled. Please can you clearly show with Padlet note relates to each learning criteria. Do this by adding the learning criteria number to each post. Once this is done, then I will mark.

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1.5 Identify ways to manage customer expectations.

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1.5 Identify ways to manage customer expectations.

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Providing clear communication surrounding any changes such as if stock is out or the shop is shutting early. This way customers will feel communicated to by the business which will reduce confusion and potential upset.

Providing consistency will help to manage customer expectations so that they know what to expect from your shop. For example if your store offers excellent customer service every day, customers will know that this is the level of service offered.

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You have addressed, in detail, the impacts of meeting customer needs, on an organisation and on the customer.

1.2 MERIT ACHIEVED

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Good work Ihsan, you have effectively explained why it is important to manage customer expectations.

1.4 PASS ACHIEVED

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Well done, you have successfully identified ways to manage customer expectations.

1.5 PASS ACHIEVED