MaRKETING ACTIVITIES

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Rojoni Ahmad

Marketing Activities

Marketing is an important element of customer service provision. All staff are involved in marketing to some extent, whether it is in the actual planning and implementation of promotions or through knowledge of such promotions and the use of effective selling skills.

One of the key issues in customer service delivery is the provision of information and advice to customers. This means that staff need to have a sound knowledge of the organisation and the products and services it offers.

In order to provide information and advice, staff need to have a sound knowledge of the range of products and services offered by their organisation. They should be able to dispense product information that meets their customer’s needs and expectations and ensures total satisfaction. The sort of information that staff may need to be able to supply will vary according to the organisation and its customers. However, typical product knowledge might include:

  • Knowledge of the company and its operating divisions
  • The main features of all products and services offered
  • The suitability of products and services for different types of customers
  • Prices (including special offers and discounts)
  • Location and direction
  • Staffing
  • Health and safety and security procedures
  • Other local information (such as nearby attractions, medical facilities, transport etc).

Naturally no one can be expected to know the answer to every question. What is expected, however, is that staff members know where to obtain the information to answer customer queries.

There is a usually a wide range of sources available, including:

  • Manuals
  • Brochures and leaflets
  • Guide books
  • Tourist information centres
  • Recorded telephone information lines
  • Computerised information systems
  • Maps
  • Reference books
  • Timetables

Thorpe Park has used many different techniques of advertising such as television adverts, radio, newspapers, internet, cinema and point of sale.

 It is important for Thorpe Park to know about their competitors because it will drive them to be better than their competitors and make their employees work harder.

This newspaper article is from the Daily Star.

All the information from this article has been compiled by Thorpe Park and sent to all the newspapers. This allows Thorpe Park free advertising in a number of different newspapers which is read by a number of different people. This particular newspaper is usually only read by working class tradesmen also a high percentage of this audience is men.

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This article also uses celebrities from well-known television shows such as ‘I’m a celebrity get me out of here’

So while also having their name mentioned in a newspaper article, they can also be linked to the popular television show through the information they have sent to this newspaper.

On the draft they send to the newspapers it has more information that the newspaper may want to use for example on the draft press release for this article they added information related to the other information. The extra information consists of topics like kiss and tell where they asked ...

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