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What is verbally questioning customers?

The meaning of verbally questioning customers is when an assistant for an example when they are shopping the assistant might want to talk to a customer so they realise what they need or looking for and trying and help them choose the right product too and for an example you can ask '' What are you looking for?'' this means that the shop assistant can help you and know what the customer needs also finding out expectations like helping the shop understand what's important to the customer for an example you could say ' Do you prefer something affordable or high quality?''

What is social media listening?

Social media meaning the company business looking at what people could say when they are on products such as services or brands and social media such as Instagram, Facebook, twitter. Social media also helps including reading positive comments and the businesses that are promoting. If the people starts to complain or report if the product isn't working properly the company business will know how to make sure to fix it.

What are surveys ?

Surveys are a good way by able to ask people to realise what they think there's another way that you can be done by online it can be in person and for an example the shop can give some short surveys that you can fill out after when they experienced for the first time. Surveys for an example can ask simple products or if they are interested in selling it so the business can offer customers that they really want. The surveys at the end would leave you a feedback so they know how you feel while doing the survey such as what they liked or didn't like.

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1.1 Well done Laura 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.

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It is important customers that needs services and products that makes it to the expectation so the customers would want to return and speaking positive is good so you can recommend it to other people for an example a bakery where the staff would show up to deliver baked goods the experience can get to business by repeating it every time. Positive customers experience to a better positive reputation and positive reviews can make more attract the new customers and trust the brand.

If the customers need products or service that doesn't meet what they need they would become dissatisfaction that can get to negative comments or being unkind to customer loyalty can lead to loss of business for an example when a bakery fails to deliver orders on the right time and receiving stale baked goods that can get to unhappy customers as well the negative impact of this is the customers that are unhappy to make purchases and it can be challenging with costs too.

The customers might be lost to find the products they need or receive if the staff manage to fail to assist the customers it can lead to stress and the customers make decisions informed about the purchases and customers might lose the confidence by the products they are choosing and might be ending making mistakes leading to waste of time and the amount of effort.

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1.2 Well done Laura you have successfully described why it is important to meet customer needs and expectations.

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.

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The way you can build a positive relationship is customer loyalty and repeating business you could start by mentioning how you like the sports team on their shirt or ask if they’ve seen the band on the tote bag and if they talk about needing shorts for a holiday ask where they’re going and share a bit about a place you’ve been these questions help start a conversation and show you’re interested in their interests.

Another way to build a relationship is the customers would feel that you're friendly and interested in them which can make them feel comfortable so this connection might make their shopping experience more enjoyable and they could leave with a positive impression of you as a person the customers might make it with being a welcoming place where staff go by just making sales.

Remembering customer names and talking to customers helps build good relationships it makes them feel special and happy with the service and it's easier to remember what items customers buy in businesses where people come back often for similar things like a coffee shop or a local grocery store.

It's important to manage customer expectations like the Fyre Festival was marketed as a luxurious event with luxury accommodations and top music acts on a private Bahamian island so the arrival attendees found disaster relief tents basic sandwiches and no performances.

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Managing customer expectations is crucial for trust and loyalty the clear communication helps customers understand what to expect reducing disappointment honesty builds trust and strengthens relationships it’s more cost effective to retain customers than find new ones the businesses that manage expectations well build a trust and positive recommendations.

Managing customer expectations is complaints and returns by making sure a clear communication and also fosters customer loyalty by ignoring and focusing on achieving. In a competitive market it's sure to have a key advantage by making sure. Engaging with customers and using their feedback helps businesses improve and with customer needs

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Expectation is service settings and managing expectations through clear communication is key in a restaurant a server might let you know of a 45 minute wait for food and at the airport the information screens update you on a 2 hour flight delay Amazon might email you about a delivery delay while a park posts a sign at the ride queue stating a 1 hour wait. A local attraction may post a sign and update their website about being closed due to stormy weather lastly a spa might call to notify clients of maintenance on the jacuzzi before their scheduled visit these examples highlight the importance of needing clear timely updates to manage customer expectations.

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