TSC Unit 6 - Progress Test (Manage Customers’ Needs, Wants and Expectations) by Shermaine Oh

TSC Unit 6 - Progress Test (Manage Customers’ Needs, Wants and Expectations) by Shermaine Oh https://padlet.com/ohshermaine/7wax6hmh86gx Made with serendipity en-us 2020-02-19 04:42:21 UTC 2020-02-19 07:07:47 UTC hello@padlet.com Qn 4. Customer expectations can be formed through personal experience or influencers. For each factor, explain using TWO ways how customer expectations can be formed. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447243921
Answer:
Personal experience :
1. Past Experiences
2. Moments of truth

Influencers:
1. Mass Media / Advertisement
2. Word of Mouth ]]> 2020-02-19 04:44:50 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447243921 Qn 3. Referring to question (2), suggest FOUR ways how Level 2 can be effectively built. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247651
Answer:
making the customer feel appreciated and respected

pesonalising the interaction with the customer

addressing any frustration, unhappiness and dissatisfaction

managing the customers' interest]]> 2020-02-19 05:04:00 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247651 Qn 2. List the THREE levels of expectations. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247676
Answer:
Level 1 - Practical
Level 2 - Emotional
Level 3 - Delightful (emotional + practical) ]]> 2020-02-19 05:04:07 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247676 Qn 1. A customer walks into the retail store and Felicia, a store assistant is trying to figure out how to assist the customer. Provide and explain THREE steps which Felicia can take to determine customers’ needs and wants accurately. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247713
Answer:
a) Listen to what the customer has to say, let the customer do the talking. By listening to the problems they are facing, you can gather information about what is needed.

b) Ask the customer questions to elicit information about his needs and wants. Clarify doubts using closed, open and probing questions effectively. Recommend solutions appropriately by presenting alternatives for comparison if necessary. Assist the customer to make his own decision.

c) Respond by giving feedback and eliminate the choices that do not meet the customer’s needs.]]> 2020-02-19 05:04:21 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447247713 Qn 6. Suggest and explain THREE steps taken in order to manage customers’ increasing expectations. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447248827
Answer:
1. Prioritize the needs of the customers
It is very important to prioritize the customers’ needs in order to know what their expectations are. The company should know what the customer expects of the businesses and what the business can promise to deliver. Asking questions is a good way to understand the customers and determine their expectations.

2. Set realistic customer expectations
Advisable to be honest and to inform your customers what they can expect to avoid negative surprises.

3. Meet customers’ needs and expectations consistently Consistency is something that all customers expect. Follow through by accomplishing what you said you would do – deliver what was promised to them and always deliver a consistent service. Consistency build trust and trust leads to customer loyalty.]]> 2020-02-19 05:10:32 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447248827 Qn 5. Explain why managing customers’ expectations is important. ohshermaine https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447248837
Answer:
Customer expectations set the bar for customer satisfaction and affect repurchase decision and customer loyalty.

If the customers perceive that their needs and expectations are not met, the company’s service reputation suffers.

Customers are more knowledgeable and have higher expectations than ever before, they have increasing expectations.

Therefore important for tourism businesses to adequately manage customer expectations.]]> 2020-02-19 05:10:37 UTC https://padlet.com/ohshermaine/7wax6hmh86gx/wish/447248837