Consultancy Skills: Analyzing Home Delivery and Consultancy Competency

This report delves into the multifaceted realm of consultancy skills, examining their application within the context of home grocery delivery services. The analysis begins by assessing the current state of consultancy knowledge and identifying areas for improvement, particularly concerning marketing capabilities. It then transitions to an in-depth exploration of consultancy competency, drawing on literature and online techniques to elucidate the essential skills for effective client engagement. The report emphasizes the importance of building and sustaining client relationships through techniques like influence, communication, facilitation, and networking. Finally, the report highlights the significance of professional behavior in consultancy projects, providing a comprehensive overview of strategies for success in the competitive landscape of home grocery delivery, including strategic positioning and customer relationship management.

Running head: CONSULTANCY SKILLS
Consultancy Skills
Name
Institutional

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Abstract
This paper focuses on different aspects of consultancy skills with every question
addressing a specific aspect. The first section will focus on the extent of knowledge of
consultancy is the area of study as well as what needs to be developed to improve effectiveness.
The skills test the marketing knowledge and capability. The second section of the task focuses on
the analysis of consultancy competency. It adopts the use of literature sources and online
techniques in viewing what a consultant needs to build in relating with clients. The last section
focuses on the professional behaviour necessary in consultancy projects.
Introduction
Consultancy is a necessary skill that is widely used in different fields of study. It requires
a wide know how not only on the market skills but even in the practical aspect of relating with
clients both in the field and outside. Therefore, every individual requires consultancy knowledge
and technical skills in different areas of professionalism.
Question 1
Home grocery delivery has been around for the longest time. Many retail shops and
supermarkets have used the ordering of grocery through emails, phone calls and other avenues.
The allocation of resources by the grocery store to serve the elderly and those unable to reach the
stores was a good marketing strategy and it has expanded drastically. With advancement in
technology and continued use in commercial, delivery of the services at the doorstep has become
rampant. Home delivery services adopted by retailers are fundamental to the grocery stores to
remain competitive in the market. There was a gap in how the elderly could reach the grocery

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stores or carry the shopping to their houses. With the introduction of home delivery services,
they have been able to receive their groceries at their homes. The service has expanded to other
individuals who can access the grocery stores requesting for the same service (Barker, 2014).
Through the use of internet, the service has expanded and now serves a wide range of
variety of customers. The number of customers requesting for the home delivery services has
increased, and the demand has gone to the small retailers’ shops and supermarkets. The home
delivery and use of the internet to enhance the programme has enabled the access of products
from areas that were traditionally not reachable, and only the local stores could supply them with
the required products. The use of home delivery services has increased competition, and the local
stores have also developed and through the internet and have come up with ways of adapting the
home internet use (Forslun, 2015).
The rate of adoption of the idea of market delivery has expanded nationwide and different
retail shops and major supermarkets have blended the use of technology to enable home
delivery(Huang & Chen, 2013). The click and collect phrase are used as the shoppers can select
the items they need and have them delivered to their doorsteps and the demand for delivery is
growing. Retailers need to effectively find ways to generate profits from the home delivery
strategy. Most customers have adopted this system as it has fair prices, save them time, selection
from a variety of sellers and also the conveniences of having a product whenever one needs it
(Mintel, 2015). Reasons such as physical disabilities, lack of time having small children to care
for, lack of transportation means and busy schedule are some of the factors that lead to increased
demand for home delivery services. Shoppers can also personalize their list and post them when
they need the items delivered as they purchase the products regularly.

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For the success of the online venture, the cost and quality are the key factors that the
grocery shops has to consider when coming up with a strategic way of marketing its products and
delivering to clients (Jelassi& Enders, 2015). The shops have to understand both the needs and
requirements of the customer and how the internet technology can be usedto their advantage to
make profits (Murfitt, 2014). For the success of the online retail operations in handling high
demands of customers online, strategic resources are required, and the stores need to determine
them. The necessary competencies have to be established to position the store strategically and
the right resources to facilitate the deliveries ensured (Doherty and Ellis-Chadwick, 2016). The
grocery stores can understand their customers better to ensure retention by studying their habits
and interests when making orders. They can as well understand their habits, opinions and
determine what can be improved to offer quality customers service. The information is used to
gain insight and create awareness of the external environment. You also get to understand how
your competitors are doing in the market. The information assists them position themselves
strategically and find ways to improve through the received feedbacks in order to remain
competitive in the market. The paper discusses the strategies that the grocery store can adopt to
attain growth and profitability of the home delivery service.
The grocery stores have to position themselves strategically in the market in order to
remain competitive in the market. According to Porter (2011), for effective strategic positioning,
there are six principles to be used by the stores. That is, a clear value propositioning and
identification, appropriate strategic fit, continuity of directions, tradeoffs accommodation, a
distinctive value chain established and the right goal established. The strategy would assist the
grocery store to meet the needs and requirements of the growing demand for home delivery

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services through the use of internet and other avenues such as phone calls, mails and many
others.
For the retailers to be successful in the online market, they have to use different avenues
for delivery and understand the differentmultiple retail channelsused for delivery purposes. The
connections with the clients help build the relationship and can create other opportunities for the
growth and profitability of the business (Nikolova&Devinney, 2012).
Delivering quality goods to customers is also another way of ensuring the success of the home
delivery service and expansion to other forms of ordering such as phone calls can also be a
strategy used to enhance service.
Challenges the home delivery of groceries services faces are;
 Delivery and storage of perishable goods.
Stores have to use specialized vans to deliver perishable goods and ensure that they are still
fresh when delivered. It is quite costly to the customers (Gebresenbet, Nordmark, Bosona,
&Ljungberg, 2011).
 Low-profit margins for the stores,
The customers are not willing to take the extra cost of the charges that come with home
delivery service. It becomes costly, and the stores do not make as many margins on profits as
expected. Outsourcing the delivery services can help avoid losses made during transportation
(Ragan &Adner 2011).
 Inefficient deliverers
Inefficient delivery is also another common challenge to the home delivery services. The
customers expect the delivery to be on time and the quality to be maintained meaning there is

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need to hire more delivery persons to speed up the process and it is inconvenient as the customer
do not pay extra for deliveries (Gartner 2014).
With the continued innovations and advancement in technology, there are more chances
for the growth of the home delivery services and online grocery shopping. The market will
become more profitable and efficient with time. Grocery stores who offer this services now
would be in a position to understand the market better and remain competitive in the market.
Question 2
Management consultancy involves self-employed or employed individuals to use their
intelligence or experience and inhibits problem-solving skills to add value to the organization in
specific disciplines (Achrol&Kotler 2012). A consultant is a profession where one gives advice
and provides an external views and perspectives of the operations and management practices and
practices of the company. A consultant operates as generalists and sometimes specialists. The
customer usually dictates the expertise and skills appropriate to the situation that needs expertise.
Specific skills on market capability and knowledge, consultancy competence and professional
behaviors are required for effective consultancy practices. The paper focuses on consulting
competencies which describes the core skills and techniques essential in delivery the consultancy
services. Consultancy competence focuses on building and sustaining the relationship with the
client, focusing on the client, use of expertise and knowledge and achieving sustainable results.
There are skills recommended to sustain and build the relationship with the clients. The
relationship is critical to the retention of customers and continued growth of the business. It is
easy to lose customers to the competitors due to poor relationships. The relationship helps build
the trust and understanding of the customers’ needs ensuring continuous support. Below are the

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techniques and skills consultants use to develop the relationships with clients (Faulconbridge&
Jones, 2012).
 Influence
Influencing is one of the critical technique used by the consultants to build relationship with the
client.Influencing is where the consultant presents compelling arguments using the relevant data
and acts. The consultant has to present convincing ideas to achieve a certain outcome. They are
also required to demonstrate skills in developing consensus and resolving conflicts whenever
they occur. It is the basis to influence the stakeholders and achieve the desired results. The
consultants apply the influencing skills to solve different situations and lead others in an attempt
to see an alternative perspective that is not clear to others. When in a leadership role, the client
develops the perception that you are aware of what your responsibilities are and it leads to
bonding and long term relationship (Engwall, 2012).
 Communication and presentation
Consultant has to demonstrate listening and querying skills to understand the client in order
to solve the problems. They use appropriate business language to present ideas in solving
problems effectively. It enables the client to trust them and feel their needs are taken care of. The
verbal and nonverbal communication skills have to be effective in conveying their ideas and
facts, and the client has to be engaged. For the presentation, the consultant has to prepare
corresponding reports and select the most appropriate style to achieve the needed results. They
have to be confident in delivering presentations and use previous experiences to handle
challenging situations during the process (David, 2012).
 Facilitation

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To the build a relationship with clients, facilitation is an important skill required. One has to
be able to manage complex situations in group dynamics, manage conflicts and concerns to
achieve the desired outcome. They also have to constructively contribute to group situations and
enhance group decision making to exhaust all the ideas possible (Armenakis & Burdg, 2010).
 Networking
A consultant has to network and build necessary partnerships. The networks created have to
bring value to the client and enhance engagement with other external company. They use the
networks to research and define the issues affecting clients and come up with innovative
solutions. The effective networks add value to the clients and increase the business growth.
 Managing and Developing Other
Consultants also need to have the technique and skills necessary for management and
development of people or workforce. They need to establish supportive relationships with both
clients and other personnel, encourage and support long-term positive relationship. They need to
delegate work where necessary to develop other people’s skills. They also seek support when
appropriate and posses’ skills needed to be able to work in a cross-cultural environment
(Kipping, 2011).
The mentioned skills above help the consultants to build long term relationship with the
clients. The use of customers’ relationship management software is recommended for building
and developing the relationship with customers as you can keep truck of the degree of
engagement with the customers. It enables the grocery stores to study the habits of shopping of
their clients and are able to truck their needs. Customer relationship management is critical to the
growth of all business. With the advancement in technology, companies can integrate their

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database knowledge with loyalty and long-term growth of customers. The technology helps in
emphasis on individual and one to one relationship with the client helping understand the needs
and requirement of customers to serve them better. According to Blocker, Flint, Myers, & Slater
(2011), a balanced approach to technology, people and processes is required in the successful
implementation of the CRM system. It presents the process of acquiring, retaining and forming
partnerships with selected customers and creates value for the organization. Through CRM, the
company can effectively and unified form of communication to all customers. It enhances the
interaction between the customers and the company. The team should effectively use CRM
(Heusinkveld, & Benders, 2012). Another recommendation is for the understanding the contract
with their customers. It is advisable for the team to understand their role to the client. The details
of the project should be known and what the desired outcome is. A clear goal help improve the
relationship with the client (Czarniawska&Mazza, 2012).
Knowing your client is also critical in building the relationship with clients. Get to learn
the interests of your clients. It will enable you to understand their requirements and meet their
needs. Be a problem solver for the client. A client hires one to solve their problems. Understand
the client and offer assistance where appropriate as it builds the trust and relationship between
you and the customer. Another recommendation is staying focused on the projects. It enables one
to perform their duties responsibly and shows your credibility. It builds the relationship with the
client (Closs, Speier, & Meacham, 2011).
Question 3
The code of conduct exists to maintain the professional standards and competencies
through honesty and integrity. The standards apply equally to the professional consultant as

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personal behavior, working relations with colleagues, interaction with clients, business partners,
and suppliers. The service the consultants offer has to be in line with the codes (Alvesson, 2012).
The code governs the processes and procedures used in practice as a consultant; one performs the
highest standard of professional performance and behavior. Through the following ways, a
consultant can demonstrate the elements of the code of conducts as expected; they have to take
responsibility of their actions and remain accountable for them. A consultant has to use facts on
making decisions or when performing their tasks. As a consultant, one must work towards
achieving their goals and excellent results for the firms they are working for. It enables them to
build the necessary networks they require in their area of work (Heusinkveld, & Benders, 2012).
For consultants, when making managerial decisions, they are guided by the codes of conduct and
are required to put the organizations interest over the personal interests. It enables consultant to
deliver best results.
A consultant also has to keep to date with the practices and continue to develop management
competencies when performing their duties at their level of work. They stick to their level of
work and only act on other duties when requested to. With the nature of the work, they have to
ensure confidentiality with all clients and not take advantage of situations that may arise. They
should always consider the needs of the clients first during practice and do what is required to
serve them in the highest standards of all time and always. In practice, the consultant has to
identify and resolve conflicts of all natures take the necessary steps to protect the interest of each
client when conflicts arise. In handling the client, one has to objectively exercise professional
care and establish facts when a problem occurs and make an informed judgment and possible

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come up with recommendations for the client. Subject the recommendations made for review by
other professional peers to generate other form of reasoning and solve the conflict.
For the clients, it is essential to understand their interests and come up with systematic
responds to the requirements. It enables the consultant to establish and develop confidence and
long-term business relationship which is beneficial to the business for both the partners. It is also
advisable to ensure that there is consistency in the agreement signed and they are lawful and
demonstrate the interest of the organization and management practices. For the benefit of the
organization, one has to refrain from accepting services such as hospitality or gifts from the
individuals who require one to be unfaithful in their tasks (Heusinkveld, & Benders, 2012). All
the confidentiality information from the employer should be treated with care to protect the name
and reputation of the organization. Supporting the employees of the organization in
understanding their responsibilities is also recommended as it will enable them become
accountable for their duties and lead to the growth of the organization.
Consultants also need to listen to the advisors in order to deliver desired results and outcome.
Upholding the lawful policies and practices available to seek and improve the interest of good
management policies is critical to the management of the organization you based in (Engwall,
2012). Working towards reconciling personal and corporate values with the advisors is also
advisable to aim at communicating, supporting, and identifying relevant policies, practices and
information in the organization. It enables the organization to uphold overall objectives and
contributions towards achieving the set targets and goals. The advisors are responsible for
regulating and mentoring the consultant to develop abilities and become responsible for their

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own actions. Following the codes of conducts is essential in increasing competency in an
organization and personal developments in the consultant management.
Conclusion
The codes of conducts are essential in not only maintaining the work ethics by the
consultants, but also managing the relationship among the workmates, interactions with clients,
business partners and suppliers. They aid in the relationship between the consultants, advisors
and in the group. They protect the confidentiality and reputation of the customers and the
consultants too. It enhances problem solving of conflicts that may arise when performing duties.
Consultants are also able to deliver quality results as they are accountable for their actions hence
strive to deliver excellent results to the organizations.