A friendly sales environment
This is a customer expectation, because customers do not expect to buy their products from an unfriendly environment. Most businesses still got a way selling their products that the customers are not happy about it.
Companies like Sainsbury’s should always provide a very comfortable sales environment. It is very important for the companies to do this, because this is customers’ one of most common expectations from all companies. Obviously customers do not expect companies to force them to pay for a product or service that they are not happy with.
Accurate product information
This is one of the common expectations that customers have and often face difficulties. Customers do not expect businesses to
Although Sainsbury’s give out accurate information in their adverts and posters, one other thing they should be careful with is that the staff should have a good knowledge of the products. This could be done by observing or motivating the staff while they are working to make sure when a customer needs information about any product or service they should be able to respond positively.
Good after sale service
Every company wants their customers to buy or use their products or services again and again to survive or to make a profit. When a customer buys or uses a product or service for example from Sainsbury’s, they expect Sainsbury’s to look after them very well. If the product was faulty then Sainsbury’s must either changed the product or refund their money in order to keep them happy and to survive.
Good customer service
This is the most common type of expectation that a customer expect from businesses or companies. This is very important for companies or businesses to provide a consistent customer service. The aim of the customer service department in each business or company is to serve their customers in a different and better way than other competitors. When a customer is served bad that company would not only lose that customer, but they would lose nine other customers with him/her. Especially these days customers are becoming very fussy and businesses should be very careful and positive in every step they take.
Good delivery
Every customer has different expectations from all business, but some of them will have the same standard ones for example good delivery. Good delivery means:
- Delivering the goods on time – if for example Sainsbury’s deliver the goods late, customers will be dissatisfied and will not use that service again.
- Delivering the right goods that was ordered – when a customer orders something they expect to get the right goods. Once again it is very important for companies to take this seriously.
- Delivery charges – normally companies like Sainsbury’s will not charged their customers if they spend certain amount of money, so customers do not expect to get charged when they spend £100.
Well presented staff
It is very important staff being presentable and smart while they are working, because the customers do not expect to see the company’s staff with sport wear or trainers on. The companies’ rules should also include this and even if they provide their staff working clothe it would be very good for the company’s image.
Nicely decorated, clean and healthy atmosphere
The customers always expect businesses or companies to provide them with nicely decorated, clean and healthy atmosphere. This includes all inside and outside of the company. It is very important for the businesses to do so, because if they do not then they could get sewed under the Health and Safety Acts. It would also be very bad for their reputation.
Question P2: Describe ways in which a selected business could respond to key competitive forces.
The business that I have selected to describe their responding to key competitive forces is Sainsbury’s.
Nowadays the businesses are into the competitions more than they were ever before. This helps them to make customers and sales. Sainsbury’s supermarket is one of the strongest competitors on Britain. Sainsbury’s compete against the supermarkets e.g. Tesco, ASDA, Morrison, etc. They respond to the competitions by:
- Cutting prices – Sainsbury’s cut their prices by doing a market research, when they do that they will be aware of the products’ prices. This is one of the most important competition methods that all the business organisations should be up-to-date with and respond to it more regularly and effectively.
- Special offers – businesses always try to offer their customers some special deals on a day-today basis in order to make their customers keep coming back. Sainsbury’s offer many different special offers to their customers regularly for example (buy one get one free or extra nectar points on selected products). Once again this is very important for all the businesses, because by not doing this businesses will no longer survive or make sales.
- Nectar card – Sainsbury’s came up with a very good idea by introducing the Nectar card to their customers. Nectar card is a loyalty card where you will save points as you shop.
- Giving out vouchers
- Variety of products
