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Retail workers from shops help customers decide what purchase they are going to get with a series of questions which are called "verbal questions". For example if somebody wanted a meal in the palm court restaurant on Brighton pier, but did not know what to go for, the workers in the shop will treat them by giving them multiple questions such as "are you wanting to get a cold or hot meal", "how much are you willing to spend" these questions are really useful to both customers and workers as the response of the customers gives feedback to the worker and helps simplify the most appropriate option to satisfy the customer and what they think would work best for them.

One of the businesses main priorities is the customers. This is because if the business cant please the customers the demand is going to rapidly decrease and the existence of the business will go down hill greatly and could even lead to business failure if the firm does not better their reputation.

Customer service is also very important when it comes to customers expectations because customer service is about how customers should be treated when purchasing goods and if people are not feeling welcomed, satisfied or fu-filled with the product or service or even just simply the customer service, the liklehood of them putting up a positive review or survey (which is another way of businesses gathering how or what they could do to improve) is minimal.

Businesses also tend to use "social Media Listening" This is online feedback for the business including business reviews comments and messages, this helps firms have a better understanding of what customers like and want more of.

Surveys are also a way businesses try to to find out how customers feel about the service/product they are providing and this can benefit firms finding gaps in their business and can help finding out what needs to improve for the better of the community.

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It is extremely signficant and one of the main priorities for a business is that customer needs are met this is because for a business to succeed and survive they need to be providing products or a service which customers are satisfied with enough to make them come back again. This is called "business repeat".

For example if somebody wanted to go on the ride "the mouse trap" on Brighton Pier but did not feel it was worth their money they could write a bad public review which could impact on the pier by their demand decreasing as people would not be satisfied with others experiences.

People also would not want to spend more money going on the ride again as they are not feeling pleased.

However on the other hand, if customers are feeling satisfied with the amount of money required to go on the ride and the feel they get from it, they could upload a positive review on social media as well as recommending it to family and friends, and return to the ride. This is why a Business needs to find a balance of finding customer needs but at the same time making profit out of it so the business can stay in existance.

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1.2 Well done Summa 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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1.1 Well done Summa 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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A good trait for a business to have is trust towards customers because if customers feel like they are being trusted they are more likley to continue going to that firm which is called "Repeat Business".

This will mean that the relationship of the business employee and customer should strengthen, being positive as this means the worker and employee are both satisfied. For example on Brighton Pier they could put a loyalty card on the donut stand and everytime a customer purchases a packet of 6 donuts they get a stamp and until they reach the 5th stamp they get a free packet of donuts.

Another method of ways that relationships between employees and customers can build a stronger connection in a working environment is employees responding to individual customer needs by ensuring the customers expectations meet the employees product/service.

For example if a customer went to Brighton Pier's cafe and they was a vegan, the employee would then give them an option of a couple vegan dishes to suit them personally.

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customer loyalty

The benefit of using customer loyalty is that it means that people will be loyal to your business and they will come back rather then taking their business elsewhere.

For example on Brighton Pier if the Turbo ride wasn't operating the staff would let the customer know before they pay at the ticket office, to double check if they are still happily willing to pay discarding the Turbo ride.

customer satisfaction

In order to make customers satisfied its important to manage their expectations so that they don't get frustrated or dissapointed

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1.3 MERIT ACHIEVED

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1.4 PASS ACHIEVED

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Different ways of identifying customer expectations are clear communication, being honest and transparent about what you can deliver, including timelines, costs and limitations. Another one is Setting realistic goals, avoid overpromising; make sure your customers know what to expect and when.

Regular Updates, keeping customers informed about any progress or change to avoid surprises. For example in Brighton Piers restaurant if there isn't enough vegan options left on the menu and a vegan comes in and speaks to a member of staff about their issue, the staff should let them know about the inconvenience before they ordered. so this allows the customer to go elsewhere without losing their money.

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1.5 PASS ACHIEVED