Customer Needs Essay -- Business and Management Studies:

Customer Needs In order to satisfy customers and to gain repeat business, it is essential that Morrisons satisfies their customer’s needs. Morrisons do this by providing the best customer service possible and offering customers with their wants and needs. By providing the best services for customers will align to high profits and a well-known and liked business for Morrisons. This will gain customer loyalty and ensure that they shop repeatedly at Morrisons. The different customer’s needs are: - product information - after sales service - response to queries - range of products - refunds and exchanges - response to complaints - response to orders - signs and advertising. PRODUCT INFORMATION Product information is demanded by customers because they want to gain an awareness of what they are buying. Product information is vital because it informs customers of what products consist of and also how to set up appliances. Product information is important for customers when they purchase electrical appliances. For instance, if a customer was to purchase a TV, they would need information which notifies the customer on how to use the appliance and what this appliance does as well as stating how to connect the TV in the right way and informing what the different buttons on the remote control does. If there is no product information, customers could be distracted because they may become wary to spend their money. Customers demand a bargain and would like to comprehend what they are buying. Product information is vital for a customer when they are purchasing products other than appliances, like food. For instance, if a customer was buying a pie, they would expect to see product information such as, ingredients, methods of cooking or heating and nutrition information. Ingredients are important for all customers because of their preferences, religion, diets and foods that are fit for their consumption. Some consumers may not like apples. Therefore, they would read the ingredients to see whether the pie contains apples because they would not purchase apple pies. Due to religion Muslims and Jewish customers would only eat certain types of foods. Muslims will only halal meat because Islam permits them to only eat this because it has been slaughtered in a special way. Jewish people will only ea... ...SPONSE TO ORDERS Although Morrisons do not provide online shopping, it is likely that they will have to respond to orders. For instance, if a customer wants to buy a Heinz Baked Bean can and they were all out of stock, Morrisons will tell the customer when they will order more cans. The customer expects the order to be placed quickly and will want to see the baked beans in the Morrisons store quickly and within the time scale Morrisons had informed. SIGNS AND ADVERTISING Morrisons advertise on television, billboards, leaflets through the post and in shop windows. They make customers aware of the products they offer and highlight what the bargains are e.g. buy one get one free. Around the Morrisons store there are signs indicating where products can be found which makes it easier for customers to shop. Hanging from the ceiling and are clearly visible are signs that informs shoppers of the different sections e.g. groceries, health & beauty and home & leisure. Under the names of the different sections are headings e.g. tinned foods, baby products and videos. This is so that customers know there way around the store and can quickly and easily locate products.