1. Customer Focus
Unit 1
Topic 1.4.1

2. Lesson Objectives
Must learn: That any business needs customers to survive
Should learn: What entices customers to make a purchase
Could learn: How to anticipate, identify and meet customer needs effectively

3. How does a business focus on the
Starter
How does a business focus on the
CUSTOMER?

4. The Customer

5. Is The Customer Always Right?

6. Task 1 - Customer Focus Explain what the following terms mean:-
Identifying Needs
Anticipating Needs
Meeting Customer Needs

7. Customer Focus Explain what the following terms mean:-
Identifying Needs – this is done through surveys and focus groups to find out what customers want.
Anticipating Needs – businesses can predict what customers want by forecasting predictions made from pervious sales history
Meeting Customer Needs – businesses can ensure they provide what the customer wants to keep them loyal and keep purchasing from the business.

8. Customer Focus

9. What kinds of things do these people spend their money on?
They are likely to buy wine rather than beer?
They will go to clubs?
They are likely to go to health clubs or the gym?
They will spend money on hair and clothes
They will buy make-up from expensive shops?

10. What kinds of things do these people spend their money on?

11. Plenary

12. Homework
Create a dialogue between an employee and a customer. Where the customer is telling the employee what they think of the business.
E.g.:
Customer:- Hello
Employee:– Hello how may I help?