THE NEEDS OF A CUSTOMER

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THE NEEDS OF A CUSTOMER by Mind Map: THE NEEDS OF A CUSTOMER

1. LOCATION

1.1. the store needs to be easily accessible

1.2. the store should be easily accessible by public transport for those who don't drive

1.2.1. there is quite a number of people who don't have licences therefor being able to get there via public transport is essential

2. CUSTOMER SERVICE

2.1. staff need to be chirpy and happy to help

2.1.1. staff should approach customers

2.2. appropriate language needs to be used

2.3. all customers should leave the store happy and satisfied

2.3.1. any issues should be resolved before the customer leaves

2.4. know your product

2.4.1. staff need to be knowledgeable in the area there working in

2.5. listen to customers

2.6. principles

2.6.1. all customers are to be treated equally regardless of race, gender and size

2.6.2. genuinely want to help the customer

2.6.2.1. nothing is going to make a customer happier then knowing that the staff actually care about their experience

2.6.3. the store always needs to have stock that is advetised

2.6.4. staff need to know what there talking about

2.6.4.1. staff need to be knowledgable

3. ORGINISATION

3.1. store lay out should be easy to follow and spit in to sections

3.1.1. signage needs to be used to determine what product is in each section

3.2. specials should be easy to locate

3.2.1. a certain location in each section should be dedicated to specials

4. PROFFESIONALISM

4.1. All customers should be treated professionally

4.2. all staff should act responsibly and professionally

4.2.1. there is to be no messing around and unprofessional activity's whilst at work

5. MARKETING

5.1. customers like seeing what's on special throughout the store so this should be easily findable

5.1.1. items on special need to be noticeable

5.2. adverts allow the customers to know what new items are in your store

5.2.1. customers like to know where there product of choice is being stocked this can be done by advertising

6. PRODUCTS AND SERVICES

6.1. all products need to be in brand new condition and working

6.1.1. all damaged items need to be marked as damaged

6.2. warranty should be available

6.3. products that are advertised need to actually be stocked in the shelves

6.3.1. advetisising is a big part of marketing however the stock advertised needs to actually be on the shelves