Comparative Analysis and Enhancement of Service Models in Retail- Self-Service Relationship and Suggestive Approaches

Comparative Analysis and Enhancement of Service Models in Retail- Self-Service Relationship and Suggestive Approaches

Service Models: Self-Service, Relationship, and Suggestive

Self-service is a service model whereby customers help themselves to what they want to purchase. The steps in this model include setting clear goals defining and enhancing customer journeys, choosing the proper engagement channels, placing self-service at the center of a customer engagement strategy, and evaluating self-service engagement (Oliver et al., 2008). Sellers using this model should consider speed and convenience when setting goals to create trust and promote customer loyalty. The relationship service model includes forming a connection with customers through products and services. The foundation of the relationship may consist of the timely delivery of products or the provision of high-quality products (Rustenburg & Steenbeek, 2019). The steps in this service model are identifying customers individually, differentiating customers from each other, interacting with customers, and customizing products and services for customers. A seller may differentiate customers from each other based on their needs and preferences, and consumer behavior. The suggestive service model includes offering additional services or products to a buyer of a main service or product (Söderlund, 2013). The steps in this model include building a relationship with the customer, identifying customer needs and preferences, and suggesting items that a seller thinks the customers will like. Hire our assignment writing services in case your assignment is devastating you.

Differences Between the Service Models

The difference between the self-service, suggestive, and relationship service models is in how the seller relates with the customers. In self-service, the seller gives customers the freedom to help themselves when purchasing products. For instance, the customer can pick the product they want from a shelf or site and only engage the seller when paying for the product. The relationship service model entails establishing a connection between the seller and the customer to create trust, while the suggestive service model includes first understanding the customers’ needs and preferences to recommend products and services that the customers would be interested in.

Possible issues or misunderstandings that could occur with each model

The main issue that could arise with self-service is a misunderstanding of the pricing. This is common in self-service stores where price tags may be wrong, thus misleading customers and making them pick a product above their budget. The main issue in the suggestive service model is emitting information that could be important in customer decision-making, such as the adverse side effects of a product. The relationship service model could also be affected by misunderstandings of customer preferences, particularly if the seller fails to provide all information about a product or lies about the efficiency of a product to increase sales.

The elements of the three service models could be combined to develop a better sales and service model for use in retail stores

The elements of the three models that could be combined to develop a better sales and service model for use in a retail store are trust, customer loyalty, and quality. Trust is connected to customer loyalty because customers tend to maintain one seller if he or she can be trusted. However, sellers also need to ensure that the quality of their products and services is high to avoid losing customers to other sellers who may be offering similar products and services. Sellers can promote trust and customer loyalty by providing accurate information about a product and would facilitate the exchange of information between customers and sellers hence enabling sellers to offer products that meet specific customer needs and preferences

Recommendations that I believe would improve any company’s sales and service model

Effective customer relationship management would help improve a company’s sales and service model by enabling the company to understand what customers want and address any complaints about a product. Customers are the backbone of every service model and may dictate whether a seller increases or decreases sales. Sellers should therefore focus on encouraging customers to review their products and services ad suggesting areas of improvement to improve service delivery.

References

Oliver, D., Livermore, C. R., & Farag, N. A. (2008). An explanatory model of self-service on the Internet. Self-Service in the Internet Age, 257-274. https://doi.org/10.1007/978-1-84800-207-4_13

Rustenburg, G., & Steenbeek, A. (2019). Customer relationship. Sales Management, 155-199. https://doi.org/10.4324/9781003022374-4

Söderlund, M. (2013). Positive social behaviors and suggestive selling in the same service encounter. Managing Service Quality: An International Journal, 23(4), 305-320. https://doi.org/10.1108/msq-03-2013-0045

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Identify and explain the steps in the following three service models: self-service, relationship, and suggestive
Compare and contrast the service models focusing on how each model is used to meet customer expectations
Describe possible issues or misunderstandings that could occur with each model

Comparative Analysis and Enhancement of Service Models in Retail- Self-Service Relationship and Suggestive Approaches

Explain which elements of the three service models could be combined to develop a better sales and service model for use in retail stores and explain how they would make the model better
Develop and discuss at least one recommendation that you believe would improve any company’s sales and service model