Customer needs: Business: Pearson (Edexcel): GCSE (9:1)

Customer service

The actions of a business that aim to meet the customers needs a fully as possible

Customer expectations

What the pre-existing knowledge and experience the customer has about the business and its products

Positive customer engagement

When customers have a good experience of interacting with a business, its products and services

Closing

Finalising a sale, getting the customer to agree to buy

Post-sales service

After-sales help, advice and support for the customer

Benefits of good customer service

Defines the brand image, increases competitiveness, encourages repeat business

Risks of bad customer service

Loss of sales, market share, increased costs and poor reputation

Customer feedback

Asking the customers about their experience of the product and the interaction with the business

Customer loyalty

When customers return to buy products and services from the same business

Point-of-sale

The place and time that a transaction is made between the customer and the business

Premises

The building or physical space where a business operates, shops, factories and offices

Word-of-mouth

Customers talking about their experience of service and influencing others

Product knowledge

Staff knowing the features and benefits of the product or service being sold

Customer satisfaction

How far the needs and expectations of customers are being met

Data analysis

Collecting and understanding information about the business operations so informed decisions can be made