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Different types of customers at TESCO - Unit Eleven: Keeping customers happy - Business Study

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Introduction

Page | ________________ Unit Eleven: Keeping customers happy Task One: Different types of customers In this task I am going to choose a based on Tesco Plc, here I am going to do Fairley Introduction of Tesco as well history of Tesco Plc. Introduction of Tesco plc Tesco plc is owned by thousand peoples and the reason for that is because Tesco is a public limited company or plc, as its mammoth size. Appropriate to its size it would be hard to raise enough funds for Tesco if it was owned by a sole trader or by partners whereas in a Tesco plc the company is owned by the people buying shares in the company and becoming shareholders. “Limited liability is where if the business goes bankrupt the people only lose whatever they invested in the business this is common with Plc's, Ltd's (Private limited company) and .” Five year summary 20061 2007 2008 2009 Restated 2010 Financial statistics Group sales (including VAT) (£m) 43,137 46,611 51,773 59,426 62,537 Revenue (excluding VAT) (£m) UK 29,990 32,665 34,8586 37,6503 38,558 Rest of Europe 5,095 5,559 6,872 8,8315 8,704 Asia 4,369 4,417 5,552 7,0483 8,439 US – – 166 206 349 Tesco Bank – – – 1636 860 Total Group 39,454 42,641 47,298 53,898 56,910 Group operating profit2 (£m) 2,280 2,648 2,791 3,1693 3,457 Group operating profit margin2 5.8% 6.2% 5.9% 5.9% 6.1% Share of results of joint ventures and associates (£m) 82 106 75 110 33 Profit on sale of investment in associates – 25 – – – Net finance costs (£m) (127) (126) (63) (362) (314) Profit before tax (£m) 2,235 2,653 2,803 2,9173 3,176 Taxation (£m) (649) (772) (673) (779) (840) Minority interests (£m) (6) (7) (6) (5) (9) (Loss)/profit for the period from discontinued operation4,5 (£m) (10) (18) – – – Profit for the financial year attributable to equity holders of the parent (£m) ...read more.

Middle

As from my experience of working in Convenience Shop I and my staff member always have fear that they might steal the bits and pieces such as, chocolate, alcohol. This is where our business might not come up to scratch plus dealing with groups of people, it is important to make sure that they can all hear what I am saying Such as, giving the change and asking money and giving a right advice as well giving money change and speaking properly and use questions to check whether they have heard and showing respect by saying ?Thank You? and that would raise the reputation of the business. If people are paying together or even as an individually payment they are doing , it is ensue that members of group have the opportunity to speak to you alone ? they may wish to ask for information or recommendation that they not wish the other associate of their group to have the sense of hearing. People of different ages As there are different people they tend to have different sort of skills required when an employ dealing with the different age groups. For Example, dealing with the way you communicate with young children would be very different to the way to the senior citizen. However, care must be taken to ensure that the needs of all age groups and must treated equally as others and feels appreciated. There are certain points might need to undertake when employees are dealing with customers of different ages: 1. In access a situation, you be obliged to adjust the tone and volume of your voice and the speed at which you speak. 2. Caring and undertaking the work considered 3. Correct use of body language e.g. nodding your head to understand them, eye ? contact, smiling at some points to make them feel delightful and welcomed. Customers like older ages have to be really patience so does the employees to make them feel appropriate by listening properly and paying more attention to make them feel that they care for them and to make even more loyal customers. ...read more.

Conclusion

Young Children Young Children can be particularly difficult to deal with, especially if they are noisy or boisterous. Care must be taken to ensure they understand what you to them. Questioning is good way to find out whether or not they have understood what you have said to them. Very young children, who may have strayed from their parent?s side, may not be able to tell you their name or they may be terrified, especially if the store is one they haven?t visit before. A great deal of patience, kindness is necessary to deal with young children. If employees misbehave with young children the customers are really rare likely to come and visit that means company is not able to make profit that they should do and insult from the customer even make difficult to communicate with competitor. Tesco can make sure that young children can behave well; care can be taken when you deal with children. If staff does not handle them properly than is highly likely to loss the profit and customers. Business men and woman Business men and woman can be quite demanding. They will want quick and efficient service and can protest loudly if they feel are not getting it. Business customers may be particularly favoured by your organisation of they bring in a lot of revenue, although some business customers may take advantage of being favoured customers by demanding reduced prices or extra services without increased prices. Treating with respect and with tact and refer them to someone more senior of appropriate. For Example, Tesco?s look after business men and woman by providing a quick and efficient service to keep them happy and loyal. Compare to other type of customers business woman and men probably be more organize and efficient what they want buy and Tesco?s can provide the service by providing more cashier tills so they can pay for their stuff. Instead of having normal till they can provide a tills when employees can scan the product quickly enough rather than typing the each unit of the product. Harigna Hinglajia Candidate No: 5225 Centre No: 61217 ...read more.

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