Class 11 Retail Chapter 4 Specialist Support to Customers Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 Retail Chapter 4 Specialist Support to Customers Question Answer and select need one. Class 11 Retail Chapter 4 Specialist Support to Customers Notes Download PDF. AHSEC Class 11 Elective Retail Question Answer English Medium.
Class 11 Retail Chapter 4 Specialist Support to Customers
Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Elective Retail Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 Retail Textbook Solutions English Medium for All Chapters, You can practice these here.
Specialist Support to Customers
Chapter: 4
| SESSION 1: PROVIDING PRODUCT INFORMATION |
| Check Your Progress |
A. Fill in the blanks:
1. A ___________________ provides product information to the customers to enable them to make the right buying decision.
Ans: Sales associate.
2. ____________________ persuades consumers to purchase a product.
Ans: Product information.
B. Multiple choice questions:
1. A _________ needs to know a product’s features, benefits and whether it solves their problems before purchasing it.
(a) Customer.
(b) Supplier.
(c) Cashier.
(d) Debtor.
Ans: (a) Customer.
2. In order to help a customer what to buy, a sales associate must have essential and up-to-date _______________.
(a) Techniques.
(b) Product knowledge.
(c) Both (a) and (b).
(d) None of the above.
Ans: (b) Product knowledge
3. The information about a particular product can be provided as advertisements in ____________________.
(a) Newsletters.
(b) CDs.
(c) Audio tapes.
(d) None of the above.
Ans: (a) Newsletters.
C. State whether the following are True or False:
1. Product is an article that is manufactured for sale.
Ans: True.
2. Product information is useful to compare with.
Ans: True.
3. Videos are not useful for visual explanation.
Ans: False .
4. Information cannot be distributed through electronic mode via email.
Ans: False .
D. Short answer questions:
1. Define product.
Ans: In marketing, a product is anything that can be offered to a market that might satisfy a want or need. In retail, products are called ‘merchandise’. In manufacturing, products are bought as raw material and sold as finished goods. A service is another common product type. A product can be classified as ‘tangible’ or ‘intangible’. A tangible product is a physical object that can be perceived by touch, such as a building, vehicle, gadget, or clothing. An intangible product is one that can only be perceived indirectly, such as an insurance policy. Services can be broadly classified under intangible products, which can be durable or non-durable.
2. What is product information?
Ans: Product information can persuade consumers to purchase a product. The product must fulfill a need or solve a problem that a customer may be experiencing. For example, if the customer needs a digital camera for a night time event, he or she will look for a camera that successfully works at night. Therefore, product developers must make it a priority to present accurate product information to the customers.
3. What is one-to-one information?
Ans: In this method, a customer and sales associate come face-to-face, where information regarding a product is given to the customer.
4. How is product information conveyed through web pages?
Ans: A product webpage highlights various product offerings along with its brief description.
5. How are product videos useful in giving product information?
Ans: Video proves to be a great way to communicate how a product works, display its features and appearance.
E. Long answer questions:
1. Explain the features of a product.
Ans: In business, a product feature is one of the distinguishing characteristics of a product or service that helps boost its appeal to potential buyers, and might be used to formulate a product marketing strategy, which highlights the usefulness of the product in order to target potential consumers. Product features are the characteristics of a product that describe its colour, branding, packaging, labeling, varieties and capabilities. A product feature is a slice of business functionality that has a corresponding benefit or set of benefits for that product’s end user.
2. Why do customers need product information? What are the different types of product information media?
Ans: The customer needs to know exactly what one is getting before purchasing a product. The customer needs to be excited about the possibilities of the product one wishes to purchase. This can be done only by providing the right product information. The customer wants to know what makes the product better than the competition or whether or not it is faster, more efficient or more user-friendly.
Thus, product information helps customers to:
(i) Identify the kind of product they are going to buy.
(ii) Identify if the product meets their needs and interests.
(iii) Understand the size, shape, colour, price, style, brand, availability, etc., of a particular product.
(iv) Understand how to use the product, in the correct manner.
(v) Compare the product with other products regarding the quality, price, quantity, availability, and substitute product they should prefer.
(vi) Understand the packaging, modes of payment, modes of delivery, any other specification of the particular product.
(vii) Describe the terms and conditions related to returning of the product, insurance, damage, etc., and,
(viii) Understand any other information related to the product.
The different types of product information media are as under:
(i) One-to-one: In this method, a customer and sales associate come face-to-face, where information regarding a product is given to the customer.
(ii) Product videos: Video proves to be a great way to communicate how a product works, display its features and appearance.
(iii) Product webpage: A product webpage highlights various product offerings along with its brief description.
(iv) Audio tapes, CDs and podcast: Product information can also be given through tapes, CDs, podcast, etc.
(v) Newsletters: The information about a particular product can be provided as advertisements in newsletters.
(vi) Email: Information may be distributed by electronic means in bulk through a mailer.
(vii) Banners and posters: Banners and posters also help in spreading product information.
(viii) Pamphlets, leaflets or brochures: These media of providing information includes the name, price, brand, specifications, terms and conditions, etc.,
3. How do sales associates help customers in deciding what to buy?
Ans: In all, product information provides many Letters E-mail Bulk mail Posters benefits, from helping the sales associate achieve the targets to help a company’s systems function. By giving product information, the company speeds up the time it takes to bring a product to the market, decreases the time it takes to get new products placed in catalogues and websites, and increases revenue through high quality product information. The customers need access to this information, so it is critical to place priority on developing better product information for your business.
G. Check your performance:
1. Draw a chart on the types of product information media.
Ans:
2. Demonstrate how to help a customer decide what to buy.
Ans: In all, product information provides many Letters E-mail Bulk mail Posters benefits, from helping the sales associate achieve the targets to help a company’s systems function. By giving product information, the company speeds up the time it takes to bring a product to the market, decreases the time it takes to get new products placed in catalogues and websites, and increases revenue through high quality product information. The customers need access to this information, so it is critical to place priority on developing better product information for your business.
| SESSION 2: TECHNIQUES TO ENCOURAGE CUSTOMERS TO BUY PRODUCTS |
| Check Your Progress |
A. Fill in the blanks:
1. If the same type of complaint occurs on a regular basis, then prepare an _______________ for the same.
Ans: Action plan.
2. A ____________ note leaves a positive impact on a customer.
Ans: Handwritten.
B. Multiple choice questions:
1. When ___________ customers are in a store or facility, make time to chat with them briefly and ask if there is anything you can do for them.
(a) Retail.
(b) Valued.
(c) Demonstration.
(d) Debtor.
Ans: (b) Valued.
2. While giving information to the customers, a sales associate must be ______________ with the customers.
(a) Polite and friendly.
(b) Angry.
(c) Rude.
(d) None of the above.
Ans: (a) Polite and friendly.
C. State whether the following are True or False:
1. Customer motivation is driven by one’s thoughts, feelings and beliefs.
Ans: True.
2. Testers enable customers to try new products.
Ans: True.
3. Customers can be motivated with offers or incentives.
Ans: True.
4. Customer service policy is an oral document that outlines what an employee has to follow.
Ans: False.
| SESSION 3: PERSONALISED CUSTOMER SERVICE |
| Check Your Progress |
| SESSION 4: POST-SALES SERVICE SUPPORT |
| Check Your Progress |
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