aAssessment2_BCS1 40% Project T216

Answer the requirements thoroughly. The trainer will give you further instructions in completing this project. This is a group project with a maximum of 5 members in each group.

Part 1 – Discussion Questions (10 marks)

General Instructions: To complete the tasks of PART 1, you will have to research any two real organisations that are providing product after sales or providing services. First of all you will need to mention the name of the two organisations.

(Insert your 2 questionnaires here. Type your explanation after the scanned documents.)

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Part 2 – Case Study Analysis (10 marks)

The Local Newsagent

In Laura’s community there is only one newsagent. It stocks a large range of goods and is well laid out and clean. Laura runs a small business from her home and finds herself popping into the newsagent’s at least once a week. Her purchases range from $3 to $15 most weeks.

Despite the fact that she is in there so frequently, the owner never appears to recognise her. The owner is always business-like and efficient, however, and always gives the correct change. Laura doesn’t particularly enjoy going there, but there is no other newsagent so close to home.

Then that changed. Another newsagent opened at the other end of the main row of shops. It is equally convenient for Laura to go there, so she called in the next time she needed stationery supplies. The woman greeted her and introduced herself as Chris, asking whether she could help Laura find anything in particular. ‘No thanks, I’ll just have a look around first,’ Laura replies.

Laura concluded that, although the shop isn’t quite as well stocked as the other one, it will easily supply her needs. She paid for what she wanted and thanked Chris, who cheerfully said, ‘Thanks. See you next time!’

Laura now purchases all her stationery needs from the second newsagency. She enjoys going in there and having a quick chat with Chris while she browses and picks up supplies. Laura’s expenditure now averages between $7 and &22.

Questions

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(2 marks)

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Keeping Customers Satisfied

Shelly Sanders has just been promoted to supervise the home furnishings department of the large department store where she works. When she was promoted, the store manager made it clear to her that she…