• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
Page
  1. 1
    1
  2. 2
    2
  3. 3
    3
  4. 4
    4
  5. 5
    5
  6. 6
    6
  7. 7
    7
  8. 8
    8
  9. 9
    9
  10. 10
    10
  11. 11
    11
  12. 12
    12
  13. 13
    13
  14. 14
    14
  15. 15
    15

In This unit I am gong analyse the product knowledge required by employees of the organisation. The organisation that I am going to analyse is Alton Towers.

Extracts from this document...

Introduction

AO3 In This unit I am gong analyse the product knowledge required by employees of the organisation. The organisation that I am going to analyse is Alton Towers. Product knowledge can be very important to staff because this could ensure customer satisfaction is more efficient. Product knowledge can be done by knowing where certain products or structures are. If the organisation provides a wide range of products then this can count towards good customer service. This is because if the customer wanted something the company would be organised and the staff would be punctual with what they are delivering. If they did this then it would reduce the amount of problems and this could cause very few complaints. Product knowledge is very important to an organisation. This is because if a customer asks a question about a product or service they wish to buy, they expect their question to be answered accurately. Being able to answer the question accurately and efficiently shows a good level of customer service. Customers are likely to ask a range of questions about the products and services an organisation provides. Examples of the sort of questions staff need to be able to answer are locations of rides, opening and closing times of the park and prices of food or merchandise. A good level of customer service would be if the staff where able to answer customer questions accurately and promptly. During this section I am going to have to use a range of research techniques to be able to collect the information that I need. The different types of research that I will collect can be categorised into either primary or secondary research and will enable me to analyse the different tourist type's choices on travel methods. Primary research is research that you gather yourself as a business or a person. This information is as reliable and as up to date as you make it. ...read more.

Middle

I have put the results of these questions into graphs to show how many members of the staff got the answer correct or incorrect. This graph shows that the majority of the workers answered this question correctly; this could be because of the well known safety regulations and because the height restrictions are clearly shown on each ride. This is vital product knowledge because it is critical to customer safety. From my graph it is clear to see that the majority of the staff knows the height restriction for Air and Nemesis. This is good product knowledge because the majority of staff would be able to tell customers the correct answer. This graph shows that all of the answers were correct. This would normally be expected, because all of the staff should either know about first aid or they should no where to go for help. This product knowledge is one of the most important; otherwise the theme park would not meet the health and safety regulations. This is good as every member of staff I asked was able to give me correct product knowledge. From my research it is clear to see that all members of the Alton Towers staff has received enough training to know how to help customers that have been hurt or injured during their visit to Alton Towers. This question showed that some of the workers where not too sure of the opening and closing times this could be because of the employees working hours may vary. This product information should normally be fairly clear. I believe that a few staff members got this wrong as the park opening and closing time varies all year round. This is bad product knowledge as it could ruin a family's visit if they have been told that the park closes at 6 when it actually closes at 4. This could lead to the family not getting a chance to do what they want and could lead to a complaint. ...read more.

Conclusion

Human Resources This talk also mentioned planning, recruitment and selection of fixed-term and permanent staff, as well as current legislation relating to Human Resources. We discuss performance management, training and development and describe staff benefits. This showed us that Alton Towers is always trying to improve and expand in a way that helps the business grow. Health and Safety This talk discusses Alton Towers Health & Safety Policy and Regulations. From the educational talk I have found that the product knowledge delivered was accurate and up to date. This is important because it will minimise complaints and to maintain high customer satisfaction levels. Delivering good product knowledge helps keep the park running and keeping the customers informed. Conclusion From my research I have found out a great deal about how Alton Towers runs its park. From my research I have examined the secondary research methods used by Alton Towers. From my secondary research I believe that the most effective type of method to delivery product knowledge is the use of the Alton Towers website. This is because it can be easily updated and changed to suit customer types or any up and coming events. I believe it is a quick and good method of delivering product knowledge as the amount of people that have access to a computer is constantly growing. I have concluded that Alton Towers has excellent product knowledge and that the majority of its staff where able to deliver accurate and reliable answers to any of the questions that I asked members of staff. From my research I conclude that the most affective type of primary research undertaken to get up to date product knowledge from staff is questionnaires. The only problem with this is that it is time consuming to find a member of staff and ask several questions. This type of research is affective if a person needs to know one or two questions but to find out lots of product knowledge I would recommend an educational talk. ?? ?? ?? ?? ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Case Studies and Analysis essays

  1. Marked by a teacher

    Skills and Knowledge Needed to Work In A Business Environment

    5 star(s)

    with people there is a lot of ways these are just some of the examples I came up with. 1,4 Describe Ways In Which It Is Possible To Learn From Others At Work There are a lot of ways that people can learn from others there here are a few

  2. Marked by a teacher

    There are two main types of customer in the travel and tourism industry. These ...

    3 star(s)

    Their other need are 24 hour check-in as they need to be able to check-in and have a few hours of sleep but they might have to be up at 3:00AM to catch a flight.

  1. Unit 2 P3 Describe the main physical and technological resources required in the operation ...

    This improves Tesco plc because it prevents less crime in their stores and keeps customers safe. Technological resources How management of technological resources can help to improve the performance of the business (M1) Intellectual property, e.g., designs, drawings, text, music, video, name/brand, etc.

  2. P6: Develop a coherent marketing mix for a new product or service - the ...

    software update will also be introduced often As the core of my targeted customers is situated within young people and young adult upward the benefit for them will being able to socialise much more easily because people with this range usually like to do so.

  1. Unit 2 M2 Assess the importance of employability skills and personal skills in the ...

    This is because the employee has experienced the role before and knows what to expect and knows what to do. For example the employee would expect to have high level of great customer service, to customers, etc. this will suggest that the employee that is apply for this a particular

  2. D1 Analyse how developments in the consumer market have impacted on Tescos

    has forced retailers like Tesco to stock and sell more of fresh food and dietary food because of the consumers? demands and expectations. This is because consumers have become very aware of the type of food they consume and many consumers are becoming very concerned of where the fresh food they purchase comes from.

  1. Unit 1 P3 P4 P5 P6 Business Organisation and The Business Enviroment - comparing ...

    they were both affected in different ways Sainsbury?s was affected positively as sales have increased and their profit however Chrysler was affected negatively as the company went bankrupt and made millions of pounds of loss. Chryslers sales decreased took them long to recover as they were hit hard by the recession.

  2. Unit 32 M1 Explain how health, safety and hygiene legislation has impacted on food ...

    This means that Tesco are impacted as they are to follow the rules and regulations of the Health and Safety Executive because these regulations are what ensure that there is safety in the workplace and that risks are minimised and there is protection for employees and members of the public in terms of health.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work