The company prides itself on a very high quality service, looking after customers, allowing the, to try the different products before they buy, as well as providing a high level of after sales service. The impression of high quality starts with the clean crisp image of the shops, and a layout where there are tables set out with the different devoices to allow customers to wonder in and try them without a heavy sales pitch.
To assess and document the process it is possible to create a flow chart. The usual approach is to create a chart which looks at the basic tasks which are undertaken in the process, stating with the customer walking through the door. Although not undertaken in this presentation it is also possible to create a chart to movement or motion chart, which will show where the tasks take place.
Slide 5
The process is being measured by looking at what is done, with the process flowchart written for the tasks undertaken by a member do the sales staff. The process starts when the customer walks into the store. They are greeted by a member of staff at the door, and allowed to browse. After they have browsed...
If the customer wishes to continue 'just looking' they are then left to browse, after which they may leave to look for help. Those customers who are looking for help, or answer yes, will then be asked if this is for a new product or an existing product, if it is for a product they already own they will be taken (in person) to an member of staff that deals with the existing purchases.
If the customer is enquiring about a new product, the member of staff will help them in an appropriate manner, if they do not wish to make a purchase the staff member makes sure they have all the information needed and assures them of future help if they need it. This process occurs often, as customers may visit several times before making a purchase. The high quality service helps to encourage a future purchase (Kotler and Keller, 2011). If a purchase is made the sales person will process the payment on a wireless hand held device, and ask the customer if they want the receipt printed or emailed. If it is to be emailed, the email address is collected and receipt sent, if the
