This document will show the key functions of Tesco as an international retailer along with the aims and how certain departments can affect the imagine of the company.
“A supermarket exists in a competitive environment, where it acts as a value-added intermediary between geographically dispersed supplier companies and the scattered individual customers who eventually buy their products” (F. Steeneken, D.Ackley 2012)
Tesco is the Britain`s biggest supermarket ,going back to 1919 when Jack Cohen started selling surplus groceries from a stall in East End of London , the first profit was 1£ from selling products worth of 4£.The superstore got his name five years later in 1924 when they acquired a shipment of tea from Mr T.E. Stockwell.The initials and letters were combined to from Tes-co in 1929 and in 1929 it was opened the first store in Burnt Oak, North London.The brand continuated his expansion in 1930s when Mr Cohen built headquarters and warehouse in North London.In 1932 Tesco Became a private limited company.Growing up rapidly in 1947 Tesco Stores LTD achived a share price of 25p.During the 1950s and 1960s the retailer bought 70 Williams stores and 200 Harrow stores followed by 97 Charles Philips stores and the Victor Value chain eliminating the competition.In 1961 Tesco Leicester entered the Guiness Book of Records as the biggest store in Eurppe and in 1968 Tesco opened its first superstore in Crawley,west Sussex.( Clark, T. 2018).
Accordin to their official site Tesco setteled some core purposes and one of their main concerns is the customer service and they are looking to diminuate the poor service “Our business was built with a simple mission – to be the champion for customers, helping them to enjoy a better quality of life and easier way of living.Customers want great products at great value which they can buy easily and it`s our job to deliver this in the right way for them”(Tescoplconline,2018)
In the UK in all the Tesco Stores 66 shoppers are served every second, customers service is the most important aspect for the company to keep its reputation. The name of the superstore is granted by the variety of the items that you can buy from Tesco because they are not anymore limited to grocery only , now customers can buy laptops,books,mobiles,games, finance products such as loans, credit cards,savings,house loans,personal loans and etc.Tesco offers customer service mainly through their shops , telephonic on Tel: +44 (0) 800 505555, +44 (0) 1992 632222 ,by email at [email protected] on their site https://www.tescoplc.com/contacts/general/ and by post.Dealing quickly with any customer enquires Tesco need to replay promptly to customer complaints about poor service and products.The customers can find as well contact details on the receipts.Tesco core goale is to value the customer needs to earn their lifetime loyalty.If the customers like what Tesco offers they are more likely came back and shop,and as well if the employees are rewarded they are more likely to make and extra effort to satisfy the customer needs.Tesco ask almost on a daily basis the customers and the staff what they can do to make Tesco a pleasant place. Tesco aim is to aquire as many customers as they can and keep and reward the existing one , if Tesco manage to achieve this goal il will maintain or increase the profit.A good customer service is one the main ways for Tesco to grow even bigger.They are working to get the best quality for their products because if the products on sale are on a low quality the customers will stop buying them at this point its Tesco responsibility to understand the customer needs.We can observe some of the Tesco`s customer expectations like good value, if their prices are not good enough they will lose clients so they are watching on the prices offered but the competitors in order to offer some competitive prices , honest and clear information wich means that they should clearly highlight the prices and shouldn`t add any extra costs otherwise will result in a poor customer service, efficient ordering system proving that they have a good customer service they should be able to offer quick response to customers order and they implemented the tracking system on the website where customers can track their order, as well we have the after sale services wich include most of the electronics and any other product that comes with a warany so in anay case of breakdowns or faulty products any repairs or replacements should be carried quick and efficient,they should have a quick response time on any complaints or any inquiries about poor service they are given telephone numbers and as well they have in most of the shops the customer service dOn the off chance that a client was utilizing a trolley and it separated and would make hazard the client, being aware of the physical status of the client, he or she would need to be dealt with in a professional way. In the event that a client had any kind of illness or some kind of therapeutic issue they would need to be treated in a way that they would find it proper. All Tesco clients would need their data to be kept private and safe so when they purchase items with charge or Visas, their data won’t be given out so Tesco have a database security act where any clients data can’t be seen by anybody except the Tesco`s nominated experts.
Tesco need to give staff who can meet focuses of various clients . On the off chance that a client is searching for Tesco manager they would hope to be sent to the individual effectively including when the individual can be found. Some of Tesco clients may not speak English and will think that its difficult to understand what the staff says so it is the duty of Tesco to give diverse staff from different nationalities . Tesco can likewise give signs and maps in various languages with the goal that it will be simple for the clients to get it. In the event that a staff does not talk the specific language that a client understand , the client should be transfered to another staff member that can talk the client language . Tesco have various clients with various requirements.
For instance disabled peoples should be assisted with their shopping, a visually impaired individual alone should be escorted around with an individual from staff or Tesco can have sign that are brailed so this will make it simple for visually impaired clients. Client benefit incorporates an assortment of undertakings however the urgent significance is for Tesco to keep its current clients and increase new ones. All types of client benefit require correspondence between the supplier of merchandise or benefits and the client or potential client. All Tesco individual from staff managing clients must have particular aptitudes and comprehend the significance of various parts of the cutting edge movement which incorporates: client conduct, methods of correspondence, relational abilities, phone way, mechanical abilities and item information.
Client conduct: when managing clients, it is essential to understand that distinctive individuals respond contrastingly and that a customer`s reaction is much of the time an immediate consequence of the mentality and conduct of the individual they are managing. This incorporates not just valuing the purposes behind an individual customer`s conduct on a specific event, yet understanding the responses of individuals in circumstances which are frequently very distressing, as when looking for data that is hard to get, requesting help or making a dissension.
Methods of correspondence: a wide range of methods of correspondence might be utilized in client benefit which incorporates; composed, verbal, non-verbal, eye to eye that is non-verbal communication.
Tesco offers a large range of products and services from different sectors and industries , from groceries to electrical entertainment goods , mobile phones accessories , jewelries and watches,etc.We can find as well brands such as Adminstore,Dobbies Garden,Clubcard,Kippa,Tesco,Tesco Express,Tesco Extrastore, Tesco homeplus.
Tesco is implementing the market strategy by understanding and responding to the local needs , checking the customers , the competitors and the macro-environment.Tesco succeeded in the market mixing with their clubcard loyalty system managing to aquire more clients with this strategy
Steeneken, F. and Ackley, D. (2018). online Bptrends.com. Available at: https://www.bptrends.com/publicationfiles/01-03-2012-ART-Supermarket%20Article-steeneken-Ackley%20111226.pdf Accessed 15 Oct. 2018.
Clark, T. (2018). A history of Tesco: The rise of Britain’s biggest supermarket. online Telegraph.co.uk. Available at: https://www.telegraph.co.uk/finance/markets/2788089/A-history-of-Tesco-The-rise-of-Britains-biggest-supermarket.html Accessed 10 Oct. 2018.
Tesco plc. (2018). Core Purpose and Values. online Available at: https://www.tescoplc.com/about-us/core-purpose-and-values/ Accessed 11 Oct. 2018.