Task $1$: Create a Business Improvement Plan for Business Scenario $1$ LO$331$ marks

a$)$ Using the business scenario provided create a Business Improvement Plan.

Four $(4)$ different key areas of business performance in the Business Scenario are to be assessed.

The Business Improvement Plan must include the following components:

Two $(2)$ objectives to improve performance

An outline of the current situation for the four $(4)$ areas of performance and what needs improving

Two $(2)$ strategies for improvement$$

Two $(2)$ possible challenges

An approach to implement the improvements

How we can monitor progress.$$

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$(19$ marks $2$ marks for each objective, $4$ marks for an outline of what needs improving, $2$ marks for each strategy for improvement, $1$ mark per challenge, $3$ marks for the approach to implement the improvements, $2$ marks for monitoring the approach.$)$

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Business Scenario $1$

You are the newly appointed manager of a medium$-$sized retail business selling homewares that has been facing declining sales and customer satisfaction in recent months.

The business operates $7$ days a week in a business city centre.

Despite its charming ambiance and great selection of products, the business has received mixed reviews regarding its customer service.

Many of its staff are untrained, young and never worked in retail before. They lack the ability to perceive a sale or upsell the range of products available.

There is no sales training manual for staff to refer to$,$ so processes are often carried out differently by staff on different shifts.

To maintain a competitive edge in the local retail industry and attract repeat business, the business recognises the urgent need to improve its customer service.

To turn the business around and ensure its long$-$term success, you decide to develop a comprehensive business improvement plan.

Issues

The main problem facing the small retail business is its inconsistent customer service.

While some customers have praised the warm and attentive staff, others have reported instances of unresponsiveness and lack of personalised attention.

These negative reviews have impacted the business$$s reputation and resulted in a decline in customer loyalty and word$-$of$-$mouth referrals.

Proposed Initiatives

Elevating Customer Satisfaction

The retail business aims to provide a memorable and delightful experience to each customer, leaving a positive and lasting impression.

Personalisation of Sales

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The retail business seeks to enhance personalisation in customer interactions, catering to individual preferences and needs.

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Efficient Communication

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Improve responsiveness and communication channels to address customer queries and concerns promptly.

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Employee Training

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The retail business plans to invest in comprehensive training programmes for its staff to enhance their customer service skills and ensure consistent service standards.