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For example if a new driver wanted to buy a car then the worker at the car dealership would ask questions such as, do you drive a manual or auto? or do you have a specific kind of model of a car you like?, all these questions help the worker understand what the customer wants and the worker can recommend some ideas to them to help them out with their choice. Another way of learning customers expectations is by using surveys to help understand what the shop could improve on and gather feedback from the customers, they would do this by letting people rate their shop or scanning a qr code to get to a website to give feedback, and this would help the shop out by knowing how and what to improve on for the customers and shops are always looking for new, bold and bright ideas.

Using social media can also improve their business by promotating their products and showing them off in pictures so it draws in more customers and people can comment on these pictures giving their thoughts and feedback on it so the owner of the business can make changes and listen to what the customers are suggesting to them.

For example Brighton Pier restaurants such as, salt shed, they use verbal to ask the customer questions such as, what would you like to order? or if the customer can't decide on what to order the waiter can recommend their personal dish they like or read out the specials for them and by doing this the waiter learns what kind of foods the customer likes and starts up a conversation with the customer so the person feels welcomed and listened too.

Also they could start putting surveys on the bottom of receipts after they have paided so the customer has the option to leave feedback so the restaurants can improve their standards and choices. The Brighton Pier can also have websites and instagrams and can upload photos people took there to show that it is up to people's expectations, it would also boost the amount of customers that are showing up.

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1.1 Well done Brooke you have described in detail different methods that can be used to identify customer needs and expectations. You have provided some examples to support your observations.

1.1 MERIT ACHIEVED

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Its important to meet customer needs because if the store was up to the customer's standards and expectations then the customer would leave good reviews and recommend the place to others as well as they keep using this store in the future, for example if someone was to use a kennels for their dog and the customer got great service from the employees and saw how nicely the dogs were taken care of by them, then the customer would most likely use this business again for their dog and would leave five star reviews and recommend this business to others. This works out for both sides (the owner and customer) because the owner will get more customers and better reviews and the customer will have a trustworthy place to go to.

For example if Brightion Pier did not have good service and the hygiene was very poor then customers would leave bad reviews and stop coming to it so brightion pier wouldn't be as popular to tourists as it is now and would most likely shut down in an matter of time. The positive outcomes on the pier when it has met the standards of people is that the good reviews would increase and more people would want to come to the pier after reading the reviews also they could add more buildings or rides with the money going up as well as giving workers an increase in wages. Brightion pier could also use feedback boxes where people could send feedback back anomysouly to help improve the pier and the owner can help them solve their issues in the future.

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

IP: Please make sure that you use capital letters when using the names of people, places or organisations. Brighton Pier should always be spelt with a capital B and P.

1.2 MERIT ACHIEVED

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There are many different ways to build positive relationships with customers and this is by chatting to them regularly and remembering their name as well as asking questions such as, hows your day been? or been up to anything fun lately?, by doing this it sets off a conversation with the customer getting them to talk to you and feel more relaxed and comfortable with you in the future. Other methods of keeping a positive working relationship with customers is by giving them loyalty cards so every time they come back they can get a stamp and receive a free item after all 6 or 8 stamps, if a customer buys a doughnut from one of the stalls at Brightion pier and the doughnut was stale then the customer would complain to the worker at the booth and the worker would listen to the feedback and apologies to the customer offering to make them a new one on the house, as well as the customer feeling heard and listened too. Responding to individual customer needs is where an employee would sell an it to someone but only if they feel they need it instead of pushing the customer to buy something that the customer wouldn't use, for example if a restaurant on Brightion pier was pushing an elderly women to buy the expensive meals instead of them asking what she would like to eat then this would be so the restaurant makes abit more in money and the elderly women to feel pressured into eating it even if she didn't like the food that much, but if the waiter spoke to the elderly women asking what she would like and recommending their meals which they think she would like to eat instead of trying to get her to buy expensive meals so the restaurants makes more money, and by striking up a conversation with her then the waiter could find out small details about her and use these to get along with her and find out what food she likes best.

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To manage a customer's expectation is by being honest and upfront with them such as, if a ride on Brightion pier was out of order and some people were really looking forward to go on it then worker would tell them that the ride isn't in service and can recommend them a similar ride for them to go on, by telling them about other rides is shown to be problem solving as the worker showed them that they have other options.

The benefits of managering customers expectations is that when your honest with them the customer would feel listened to and start to trust you so they may come back in the future as well as them leaving good reviews and five star reviews for the customer service they have received. For example if one of the food stands run out of chips and a customer wanted to buy some chips and the worker had to tell them that they ran out and maye telling the customer when they may be back in stock which leaves the customer dissatisfied but is understanding and by this next time the customer goes to stall they will be prepared for disapointment and won't have high expectations for the stall.

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Great work Brooke. You have done a great job at clearly explaining each of the methods used to build customer relationships and also successfully linked these to examples that relate to Brighton Pier.

IP: You are writing extremely long sentences. Trying reading the sentence to yourself and at the point you need to take a breath, either add a comma or end the sentence and start a new one.

1.3 MERIT ACHIEVED

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Well done Brooke, you have explained why it is important to manage customer expectations and the benefits or opportunities that could arise from doing so.

IP: Although you have made reference to Brighton Pier with your examples, you would need to provide a more detailed explanation to achieve Distinction. For example talking in more detail about how specifically and in more detail, these examples could benefit Brighton Pier would elevate your work further.

1.4 MERIT ACHIEVED

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I think that the way to manage customer expectations is by having clear communication and that is by showing the customer the timeline, the date, and important main details the customer would need to know, for example if a package was being delivered then the customer can check the updates on the website for when and what time it will be arriving and where the package has come from. Another way is listening to what the customer is telling you and take their feelings into mind as well as being honest about issues that may have occurred, and following up on the customer to see if the business was up to the customer expectation, for example if a customer was planning to buy a ticket online to a Brightion pier ride and then used their email to buy a ticket online then the Brightion pier can email the customer afterwards showing that their purchased has gone though and can have a quick survey on how the customer feels by having faces to show how you would rate the app by your feelings and then a box asking for your feedback and how the pier would appreciate all the feedback and would like to help adjust the feedback you have given for the future.

It also helps when the worker is clear and upfront with the customer to show that the customer can trust you and that the customer can't always expect satisfied answers from the business so the customer will expect disapointment every so often from the business but has learned that the business is trust worthy and truthful to the clinets It always helps when asking open questions to the customer just to start small talk such as, "Hows your day so far?" or "Doing anything nice later on?" by asking questions like these it leads to conversations from the customer which makes the customer feels listened to and welcomed, which overall a great way to boost reviews and more customers from just being friendly.

When managing a customers issue its better to give them options and telling them the truth about the business so the customer knows for the future and by doing all this then the customer can think over going to this place because they know it would be busy around this time, such as a cafe was getting busy at 2ish for lunch time and if a customer turned up to get lunch at the cafe and it was to busy to let them in so the worker would tell them other places and a wait time so when the customer wanted to go to the cafe again they know not to expect a seat at certain times and know to call ahead to arrange a booking for their table.

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