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Verbally questioning customers is where you are asking questions to the person when they are shopping to get an idea of their customer values when shopping in the restaurant.

In the Palm Court Restaurant on Brighton Pier, if a customer needed an opinion on what to order they may ask the waiter for their favourite meal at the restaurant,what restaurants have you been to before or what is you preferences on spice levels.

Social media listening is when the company takes ideas based on online reviews about their product ,service or brand which will lead to people to follow any trends or fashion set by Influencers which they put on social media for people to follow.

In the food kiosks on Brighton Pier, if a customer saw a good looking food item on social media they might be influenced to go to Brighton Pier and try the food because it has been advertised a certain way to attract customers to their business with the use of social media such as twitter and Instagram to give customers recomendations whilst listening to their feeds and give people posts based on what they like and have interests in and like doing .

Customer surveys is the method of asking different types of questions to the customers to find out how the customers think or feel about a product or service and their experiences that they have had with the business in the past.

In the Amusement Arcade on Brighton Pier, if a customer is asked to do a survey for the business they want to have feedback and they listen to their customers so they want to change or add something different within the arcade section of the business to attract different types of customers with a various activities that the people of Brighton who use the Arcade want to see added.

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1.1 Well done Andrew you have described different methods that can be used to identify customer needs and expectations.  You have used some examples to support your work.

IP: Keep an eye on what you need to do to achieve the higher grades. Your examples could have been more detailed and related to Brighton Pier as per the brief. You could have expanded more on how Social Media listening helps businesses to decide on how they can improve their business.

1.1 PASS ACHIEVED

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It is important to meet customer needs because you will retain the customers who will leave a good review on the website for your business which your business has collected with the sales of their product or service to the business which will lead to a good reputation and publicity for your business which will give a customer satisfaction.

On the other hand, if the customer is not satisfied then the customer will not go back to the business which will put a bad image and reputation for the business and increase the loss of sales and profit for the business.

In the food stalls on Brighton Pier if a customer receives a good service by the staff they will go back to the business which will lead to good reputation and good customer feedback to the business leading to the business retaining their customers and not losing their customers if they didn't give good service the business would not have a good reputation leading to loss of customers, sales and loss of profit for the business.

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1.2 Well done you have described in detail why it is important to meet customer needs and expectations, giving examples that are linked to Brighton Pier.

1.2 MERIT ACHIEVED

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Remembering the customers names ensures a positive customer relationship which is making the customers feel valued because you are responding and meeting their customers which will lead to repeat customer for the business which will reflect on the online reviews on their website which will lead to a good reputation online linking to the amusement arcade getting to know people and building a friendship with the customer.

The use of businesses using a loyalty system in businesses such as the fish and chips food kiosks in Brighton Pier to use loyalty schemes to build a stable customer base by using rewards to satisfy customers to spend more money to build up more rewards and make customers use word of mouth to promote their loyalty scheme

For example the Palm court restaurant on Brighton Pier makes customers feel valued and wanted by the business remembering small things such as the food you ordered to create a working friendship and to retain more customers due to customers being treated more as individuals rather than customers.

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Well done Andrew, you have clearly explained how these methods can be used to build positive working relationships with customers. You have narrowly achieved a Merit by using examples linked to Brighton Pier to support your comments.

IP: I would like you to a little more depth to your work for future assignments. Think about how you can expand on your explanations, giving more detailed examples.

1.3 MERIT ACHIEVED

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Managing customers expectations is the most important factor for retaining a stable customer base, this can lead to the customers being satisfied with the business and going to tell their friends which will give the business a good reputation which can lead to the business having a good reputation.

You can reduce the amount of complaints from customers by meeting all of the customers expectations by managing all the expectations that a customer needs which will lead to more customers going back to your business

For example the bar in Brighton Pier able to satisfy the customers expectations by providing products and drinks in the bar which are true to the description and are not misleading the customer to get a product which doesn't match the description for example cocktails if they are unable to provide some of the ingredients they should let the customers know before ordering the cocktails.

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One way that the customers expectations can be met is by letting people know there are delays such as in the restaurant in Brighton pier for example with the food that it could take a longer time to make the food so the restaurant needs to let the people know that the food will be delayed.

Another way that the customer expectations can be met is by letting people know that some rides in the Brighton pier for example if certain rides do not work as it should the business needs to let the customer know that there are certain rides which need maintenance and are closed for the time being and direct them to rides which are not broken.

A third way that the customer expectations can be met is by

taking the advice of the customers who use your service often for example on the Brighton pier with the bars you can send out surveys and put out polls on social media to see what their customers are liking and change the menu according to their customers needs and expectations.

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Well done Andrew you have explained why it is important to manage customer expectations and have given 3 reasons to support your answer.

IP: Merit is well within your reach and you could have achieved this by providing more specific examples that demonstrate the benefits and opportunities that might arise.Please try to do this in your future work by keeping an eye on the grading descriptors.

1.4 PASS ACHIEVED

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MERIT ACHIEVED