Identify and explain two methods that Gomez could use to maintain customer loyalty
Knowledge [2 × 1] – award one mark for each method identified [max 2]
Application [2 × 1] – award 1 mark if relevant reference made to Gomez’s business
Analysis [2 × 1] – award 1 mark for each relevant explanation
Relevant points might include:
• Communicate with customers e.g. newsletters, social media [k] so that they remember your business [an] when they next need computer repaired [app]
• Offer good quality service [k] so that customers want to return [an] rather than go to one of its many rivals [app]
• Extra services [k] e.g. delivery/credit facilities/after sales/training
• Offer rewards [discounts] to existing customers/loyalty card [k] such as free software [app] so consumers have an incentive to return [an]
• Train staff [k] so they are able to offer a good quality service [an]
• Ask for feedback e.g. surveys [k] to provide the repairs/service [app] that customers require [an]
• Resolve complaints quickly [k] so that customers don’t go to rivals [an] to repair their computer [app]
• Application marks may be awarded for appropriate use of the following: competitive market/many rivals, computer repairs, software, small business
Each application to be awarded only once