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Verbally question customers who are wanting to purchase an item

You can ask general questions to the customers that could help with the decision making for the customer to purchase a product, also understanding the customers needs and wants is vital for their decision making and to influence them based on their answers you recieve you can help guide them also to a final decision on what they will like.

When a customer sits down, and the waiter proceeds to hand the menus and gives them a few minutes to decide, the waiter goes and asks the customers if they are ready to order, if the customer asks "i don't know what to order, can you recommend me any options?" the waiter can then reply a series of questions that will narrow the options down and will rely on the process of elimination to then gather enough information to decide on what to inform the customer on what options would satisfy their wants

2. Social Media Listening for considering the needs in general.

The sole purpose of social media listening is to recieve any possible suggestions / ideas on how they can improve or implement new stuff in the fish and chips bar, and to also share photos on their social media to show their audience their food and try convince them to come and try their food.

3. Customer Surveys - for considering the needs of customers in general

The purpose of Customer Surveys is to get feedback from the general public / customers on how they can be better or to improve in areas that the customers didnt approve of, for example if a major percent of people gave feedback on how the waiters wasnt punctual enough, the managers / owners will make sure to tell their waiters about the feedback recieved and will tell them to change it.

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1.1 Well done Kevin 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 to meet customer needs because it is vital for your business to make sure you have recurring customers and a good reputation for your business in order for it to maintain and get a profit, if a customer has an amazing experience at your business, the customer is more likely to give a good word for your business, the customer could give a good word at work, or when the customer is out with its friends.

Also, on the other hand if a customer had a bad experience and customer needs wasn't met, the repercussions are met much higher, this could have a chain effect and ruin the reputation of your business leaving potential customers in doubt of coming to your business in case there customer needs are also not met.

This is why meeting customer needs are so important for a business, to make sure your customers are happy leaves a good view for the business, the customers can leave good reviews on your website / google, therefore creating a chain effect of other good reviews as people are more keen to review on a place that already has similar experiences as they did.

The impact of meeting a customers needs from a customers point of view is they feel great about their experience with your business, they would be more keen on returning and leaving a good word of mouth for your business, leaving the impact on your business to be more recurring customers and more potential customers for your business, meaning its on track to keep scaling and growing.

However, the impact of meeting a customers needs from a business point of view is a impact that will keep their business growing, with happy customers that could potentially leave reviews on their experience, meaning potential customers will have trust in the business and will be attracted to go and visit the business.

MERIT

The consequences for Brighton Pier if customer needs are met are vital, if they are not met the customers will leave a bad review and word of mouth to their friends resulting in their friends not having trust in your business, resulting in a loss of customers

However if the customers needs are met, it is also met with a positive outcome, the customers would be keen to come back and leaving a good word of mouth for the business, meaning more people would be keen to come and visit the business, this will result in more sales and recognition for the business.

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1.2 Well done Kevin 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 customer names and chatting with regular customers helps to build a enhanced relationship between the employee and the customer. Therefore leading to the customer feeling valued and respected meaning he is more likely to come back to the service and not go to any others as he or she is valued there.

The methods you could use to build positive relationships with customers is by if they order a coffee for example, you could ask for what their name is so you can label their name on the coffee drink, therefore building trust in the environment between the customer and the worker. Another example is if you know their name, always greet them with their name whenever the come into the restaurant. giving a more valued perspective that the customer feels.

It is important to respond to individual customer needs as it will make them feel fulfilled if there needs are met. If their meets are not met they wont feel entitled to come back as their trust for the restaurant will be decreased as the fact is they haven't felt like their expectations wasnt met.

A method that a waiter could do to see if their customer needs were met is by asking them if they would like anything else, and re assure them if they have everything they need in the restaurant and keep checking on the customers if everything is good, this re assures the customer that the staff are giving effort in helping the table to meet their standards.

Using loyalty cards for the business is helpful for the regular customers that come by and don't receive any loyalty back on the stuff they buy, therefore implementing loyalty cards ti the customers give them a goal to reach or a reason to keep going to the same place as they will receive rewards

These methods will be beneficial for brighton pier as brighton pier is a amusement place, meaning people will go for different reasons, if you implement all these methods the customers will go to your place in the brighton pier, making sure customer needs are met and using loyalty cards influences customers to keep going to your place, meaning your business will be bigger over time, however if you implement meeting customer needs and talking with regular customers they will be more keen on spending more money there and telling their friends about it, making your business even bigger.

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Well done Kevin, you have clearly explained how these methods can be used to build positive working relationships with customers. You have successfully used examples linked to Brighton Pier to support your comments.

IP: Please remember that names of people, places and organisations must always start with a capital letter. Some of your sentences are too long - try saying them out loud to yourself. When you reach the point that you need to take a breath, this could be a good place to put a full stop and start a new sentence.

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It is important to manage customer expectations because if you dont manage their expectations, their trust for the business has fallen meaning they are less inclined to come back meaning you will lose customers in the thick of it.

Managing customer experiences helps to reduce complaints and returns from the customer, making sure there is clear communication between the waiter and customer lowers the chance of dissatisfaction.

Another benefit from managing customer experiences is customer loyalty, the customer will feel valued at the business and will be more keen on returning to the business therefore the business will make more money.

In a competitive market it is key to set the standards above your competitors in terms of managing customers expectations to then give you a advantage in the competitive side

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State 3 ways/methods to manage customer expectations

One way is using clear and transparent communication to the customer, explaining to the customer and helping them if they are in need of anything.

Another way is by providing amazing customer support, supporting your customer if something has happened e.g a customers plate has smashed by accident,you can comfort them in the situation and being empathetic in these situations like these.

A final way to manage customer expectations is to set realistic promises, e.g its very busy and its gonna take 1h for food to be delivered, you can be honest to the customer instead of giving fake expectations to the customer.

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