Marketing Strategy Assignment | Marketing Plan
Added on 2020-05-01
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UNIVERSITY NAME Student’s name Student’s ID Strategic marketing planCertificate in principles of customer service Level 2
Q3 Service offer allows the company to add an edge into its business. This edge is what willallow the company to have a niche in the market thus commanding a certain share of the market.Q4a Delivering consistent customer service enables the company to develop its brand in themarket such that the company will have an identity in the market and people can recognize itsproducts or services just by the way they are being presented to the clients or the market.Q 9a Workplace; Online store. – Here consumer contracts regulations provides that customerswho purchase through online platforms must be accorded a certain pieces of information at aminimum. For example, full description of the product including when it will be delivered.9(b)Workplace; Bank- credit card provision – In this case Consumer Credit Act provides thatthe customer or credit card applicant must be shown how interest applied on the card is arrivedat. Q10 Ethical choices made communicates to the customer the nature of the company in terms ofintegrity and how transparent the company is in its dealings. If the ethical choices made by thecompany are controversial then this has potential to deem customer confidence on the companyproducts. If the company decides to pursue fair trade for example then this has potential ofraising customer confidence on the company products or services. The steps the company mightneed to take to ensure that its decisions are ethical are; researching on the issue using secondarydata, carrying out pilot projects and finally implementing the decision depending on the outcomeof the first two steps.Q12 Data protection act stipulates that customer personal information must not be used for thepurposes not authorized by the client and must not be shared with any other third party withoutfull authorization by the customer. Its storage must be such that no unauthorized personal canaccess these data. Q13 Wants means goods and/or service that are compulsory/primary for any survival of humanbeings while needs means those goods and/or services that are secondary to the survival ofhuman beings. Expectations or the other hand means those prospects that one believed willachieve. Q14 This can be done by carrying out a survey through which respondents can be asked tomention what they think lack most in the market in regard to certain type of product or service.There expectations on the product or service under consideration should also be sourced. Robert Bacal,Perfect Phrases For Customer Service(McGraw-Hill 2011).Penni McLean-Conner,Customer Service(PennWell Corp 2011).
Q15 Managing customers is an important expect in customer services and needs to be taken intoaccount because it has potential of raising customers anxiety which will negatively affectcustomer relations and the company brand. Managers’ expectation also determines how themanager can make decision which has an effect on how the customers can be served. If forexample there is an urgent situation that needs to be resolved as soon as possible then themanagers must also have this kind of expectation for him or her to make desired decision whichwill resolve the situation correctly1Q18a If actions are not followed up to see or asses the outcome of the action taken then in theevent that that unintended result or outcome comes up then the company stands to loose clientsor negatively affect its brand. It is therefore paramount that actions are followed up just to checkon the progress and ensure that all the expected outcomes are what are achieved in the end.Promises must also be followed up because this affects how customers view the company. Ifpromises are not met for example the company brand will be affected negatively and nocustomer can believe the company again when making promises on best they are in provision oftheir services or how good are their goods.Q18 b The Company will suffer from negative ratings from the customers leading to loweringthe levels of brand of the company. The company will eventually loose its market share and thussales revenue will drop leading to drop in profits and if not checked may lead to business makingloses. Q20 Treating customers fairly policy. This policy requires that all customers are accorded duerespect during their relationship with the company. The client interest must come first and cannot be generalized.Q22 The company needs should be balanced with promises made to the customer because thecompany is in business it can not make promises to the customer that it can not afford as this willmake the business unsustainable at the same time the company should make correspondingpromises to the customer’s money as under-promising will make the client feel he/she is notgetting value for money2.1Peter R Garber,25 Reproducible Activities For Customer Service Excellence(HRD Press 2013).
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