P2CS3-3
Table of Contents
Case Study
Marius works at a mobile phone shop on the high street. A new phone has just been launched by a leading mobile phone manufacturer and his company has spent a lot of time and money advertising it. In the advertisement, the phone is being used for lots of everyday tasks – such as satellite navigation – and is being shown with lots of applications on the screen. These apps do not come as standard, and there is also an extra cost for some of them (like the sat nav). The advert does state this, but it is a line of small text at the bottom that may be missed. Alik walks into the shop and asks Marius if he can see the new phone that he has heard so much about. Alik looks at the phone and asks Marius where all of the apps are, and where he can find the app for the sat nav as he liked the idea of this feature.
- Is Alik expressing a want or a need here?
- If you were Marius, how could you respond to Alik and provide a positive customer experience?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.