Establish and Maintain Quality Customer Relations for a Small Business Assignment

Establish and Maintain Quality Customer Relations for a Small Business Enterprise - Assignment Example Research customer needs and preferences a) Briefly outline what your business does, what your products and services are, your target market and how your business operates on a day to day basis. Our company sells a dual SIM handheld mobile device that can go online simultaneously. This celphone has also the functionality of T.V. and is capable of running video games in JAVA. It is coupled with a service center that could also serve as an after sales support if our customers will have an issue with their phones. The primary market for our celphones are the business people and professionals because they are the heavy users of mobile phones and needs to be connected all the time. We believe that our dual SIM celphones will be attractive to them, as market research showed, because they have the convenience of dual connectivity without the inconvenience of carrying an extra phone. We will sell our dual SIM celphone through our outlets located strategically in technology hubs where potentia l customers frequent to avail a celphone. Daily operations involves selling our dual SIM celphones, entertaining inquiries and complaints and servicing defective celphones. b) Part A: Identify the types of formal and informal research and communication channels you will use to identify customer needs and preferences. Ensure both quantitative and qualitative data are obtained. Explain how the research will be carried out. Type of research How will it be carried out 1. Survey 2. Market Research 1. Select randomly from the representatives of the market through a form of a questionnaire where such market samples will be asked for their inclination towards a dual SIM celphone. Answers will then be tabulated to determine if indeed the market has an inclination towards our products. 2. To determine the extent and size of the market, a market research has to be done to determine the celphone usage which will serve as our market. The rate of celphone usage will determine the size of our mark et. The data of the number of celphone users can be done by collating data from the mobile phone carriers. Part B: Collect and analyse the data Findings: Formal research: The answers from the survey will be tabulated to determine our hypothesis that there is a market for a dual SIM celphone. The survey conducted indicated that the market is willing to try a dual SIM celphone and this willingness to try a dual SIM celphone can be cultivated from a growing to a full market to sell our phone. Informal research Our market research indicated as there is almost 100 % subscription to mobile telephone carriers (Vodafone:Â  2,465,000 (46.71%), Telecom:Â   2,192,000 (41.54%), 2degrees: 580,112 (10.99%). Deducing from this, it means that we have a huge market for our dual SIM celphone as almost everybody are celphone users. If we can capture enough market share to this mobile users, our business venture can prove to be profitable. SOUTHERN INSTITUTE OF TECHNOLOGY National Certificate in Smal l Business Management Assignment 2 Communication channels: The communication channel will be in a form of the traditional pen and paper where data will be collected by asking market representative to answer the survey objectively. In the case of informal research, this can be done by obtaining annual