Question

1. How does your retailer currently manage customer expectations? Describe in details at least 3 examples of messages (could be non-verbal) and how they are communicated.

2. In your opinion, how well does your retailer set customer expectations? What can be improved and how?

This course is 'Retailing' which is part of marketing.

My chosen retailer is 'McDonald'.

Answer 1

1) Customers are the soul of any business. Without customers no one can imagine their business. Customers play an important role to run business. Hence, fulfilling customer’s priority and expectation is not an easy task. Every customer have different taste and thinking so fulfilling every customer expectations is a tough task but if you get success to fulfill customer expectations no one can stop you to become a successful businessmen.

We will discuss this in detail by taking an example of World famous fast food chain McDonald. What make McDonald different from other Food companies?

My favorite retailer is McDonald and currently my retailer doing the following thing to manage customer’s expectation

• Being Polite

They listen to the customer not only in off-hours but also in peak hours and tried to resolve issue as soon as possible this attracts the customer.

• Fast Service

Of course McDonald service is very fast they handle large crowd if they provide slow service then their service may goes low.

• Low prices

Low price is another very important thing which attracts the customer. Everyone can afford McDonald that's why it is everyone’s favorite.

• Good quality products

McDonald use good quality ingredients to cook their food which brings a great taste in the food and once your taste of food is good no one can stops customer to come to you.

• Varieties in product

Experiments and varieties in food items are very important because customer get boared by eating same kind of food regularly.

• Location

Place or location are very important to run any business if there is taste in your food and your shop or outlet is far away from the city then very few people will take interest to come there but if you are doing business sitting in the main part of the city then definitely it will increase your business. You will get McDonalds outlets in almost every big mall and posh area.

The above conditions are very useful to manage customer’s expectation.

McDonald cares for their customers they provide good quality fast food their service is very fast, and the most important they have world class taste in their fast food. They provide good quality products in lower price and they put every effort to fulfill customer expectations.

Three example of Non verbal communication are as follows;

Non- verbal communication is one of the most important modes of communication. Types of Non verbal communication are as follows;

1) Hand Gesture

Hand Gesture is one of the important parts of the Non-verbal communication. Hand gesture is very important when someone ask about the how’s the tea? How I am looking? We simply ups are right or left hand thumb he by hand expression he immediately understand about likes and dislikes

2) Facial Expression

Facial expression is the also important type of non-verbal communication. For example if teacher gives a slap to his\her student. Student immediately start weeping or make some bad expression by seeing his\her face teacher immediately come to know that he\she does not like this. Hence the non-verbal communication completed.

3) Signs (Signals)

Signals are another important type of non-verbal communication. Red signals to stop trains, White flags for peace or for stopping war etc. sirens, horns etc are some of the best example of signals. On road after listening sirens from Ambulance and Fire fighter vehicles we immediately gives side.

These three non verbal communications are also important in business also.

2) I will give 95 marks out of 100 to the McDonald because in the era of online technology McDonald still does not provide the service of home delivery. From my point of view if they start doing home delivery they will definitely make more customer and can increase their business through this they can improve their business. They are doing well but they can increase their business by providing home delivery facility.