Question

Explain the role of customer service as a component of selling relationships.

CASE STUDY SITUATION

You are the vice president of development for BULLET, the second largest discount retailer in the nation. The senior VP has asked you to analyze a new sales venture and determine how to build a clientele foe the new venture and for traditional BULLET stores.

There are close to 2000 BULLET stores across the country, most anchoring strip malls or outdoor shopping centers. BULLET stores feature typical grocery store items along with pharmacies, apparel, home décor, books, toys, electronics, seasonal items and health and beauty sections. BULLET’S biggest competitor is BOX MART, the leading discount retailer. BULLET does not come close to the number of store locations nor the revenue that BOX MART produces each year. Aside from similar store layouts and product offerings, there are notable differences between the two discount retailers.

Although product offerings are similar, BULLET has a much different image than BOX MART. BULLET is perceived to be better organized, with a more streamlined store layout. They are also more in touch with fashion trends and home décor. BULLET also markets higher quality house brands in all departments, most notably in its food and beverage departments. BULLET offers a wide variety of fresh, ready-to-eat meals that beat BOX MART’S offerings in customer ratings each year.

Executives at BULLET have decided to test market a concept for a BULLET branded convenience store. The BULLET convenience store will be located away form BULLET stores and will offer fuel and the loyal BULLET customer, and also new clientele who does not usually shop at BULLET stores. They are also hoping to attract the BOX MART customer.

YOUR CHALLENGE

The senior VP wants you to determine how a BULLET C-store can feel like a BULLET store, rather than a typical convenience store. You are to suggest techniques tha can expose BULLET C-store customers to BULLET retail store products, ideally resulting in a larger clientele for BULLET retail stores.

In addition, you need to plan the product mix the BULLET C-stores; what typical convenience store products should be sold and what other products should be sold to keep up with BULLET’S well-regarded image? Are there store services that should be offered or not?

Answer 1

The role of customer service as a component of selling relationship:

Client support is a significant part in selling, it triggers more deals and rehash buys through client faithfulness and rouse clients to spread the brand picture utilizing Word of Mouth. To guarantee great client assistance the dealer brings to the table satisfactory pre deals proposals, clear item data to settle on all around educated choice and top tier after deals administration.

Techniques to expose BULLET C store customers to BULLET retail store products:

1. Offer dependability reward and rewards

2. Better client offers

3. Propose fitting item decisions utilizing computerized reasoning

4. Marked items

Product mix for BULLET C- stores:

It must be founded on the hour of procurement and need of the purchaser. They can follow a liquid model that masterminds and makes accessible items dependent on the need of client by then of time. Libertine merchandise likewise would furnish an extraordinary encounter alongside conventional rundown of things in the store

Morning-Newspaper, milk, Bread and spread, Sandwiches

Mid break-treats, Snacks, plates of mixed greens, drinks, new squeezes, writing supplies, over the counter prescriptions, canned nourishments

Lunch-Quick suppers, sandwiches, refreshments, bundled nourishments

Break time Snacks and refreshments, writing supplies, over the counter drugs

Supper and late night-Health nourishment choices, Beverages , candles, spotlights, canned nourishments

Ends of the week Packaged nourishments, breads, toys, vegetables, side interest units, and so forth.,

Are there store services that should be offered or not

No, The current items must be checked on for stationary items. Any item in the store will have an interest among purchasers in light of the fact that every individual has various necessities. Any client who goes into a store should have his needs fulfilled before he leaves the store, so even a moderate moving item ought to have a spot in the store.

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