People (Leaving Cert Business): Flashcards
📚Flashcards
Practise the cards
10 cards from this deck
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Practise the cards
10 cards from this deck
People element definition
People element definition
All individuals in creating & providing services or products
3 key areas of people component
3 key areas of people component
Customer service, employee training, personal selling
Why people component is unique
Why people component is unique
Involves direct human interaction
Who becomes face of business
Who becomes face of business
Employees during customer interactions
What staff need knowledge of
What staff need knowledge of
Products, services, brand values
4 staff abilities needed
4 staff abilities needed
Answer queries, explain features, handle complaints, represent brand
What training should cover
What training should cover
Product knowledge, service skills, problem-solving, brand values
Goal of people component
Goal of people component
Build strong, long-lasting relationships with customers
Benefits of customer relationships
Benefits of customer relationships
Retention, word-of-mouth, lower costs, better reputation
Competitive advantage from people
Competitive advantage from people
Personal connections & trust hard for competitors to replicate