MKT Ca1: by Mallika Saloni Pradhan Ritika Singh Ganesh Pranesh

MKT CA1
By
Mallika Saloni Pradhan Ritika Singh Ganesh Pranesh
Executive summary
• IT World was established in the year 2017 by Ravi Bangar
• Set up outside perimeters of LPU in order to Fulfil the demands in need for all the students and
faculty
• Initially IT World was opened up just for retail purpose of computers phones then it went on to
expand its portfolio in software especially in installation mircosoft word excel etc
• Also having option of utilizing of anti virus software based on preference.
• Recently it is into more complex functions of software department as the need arises
• Therefore we can say company is still in growing phase adopting as the technology changes
nothing is constant in IT World.
Service Profile
• “It World” provides various services to the customers. Some of its services includes:
1. Software installation
2. Buying and reselling of Laptops and mobiles
3. Antivirus subscription
4. Wi-Fi Problems and routers.
5. Repair of laptop, mobile & electronic etc .
6. printouts , scan, lamination, spiral binding
7. New simcard , paytm kyc & paytm payments bank.
8. Saas solutions
9. Solving issues related to hardware.
Questionaire
1.Support staff willingness to help after service provides?
2.How well particulars personal information is kept protected?
3.What is their customer classification?
4.How far they can go to satisfy their customers?
5.How do you cop up with the new techniques and technologies coming in the market?
Physical
Evidence
• Store was small but had good
ambience
• Good AC during summers
• Neat and clean
• Rating 3.5/5
Reliability
• The customer interaction process -The customer will be interacted in 1 on 1 setting such that IT
world is able to give focus and all the attention.
• Mode of service execution- They also take phone calls before you enter the store such that
customer wont come here just to find out they are disappointed with lack of products in the shelf
of IT world.
• Problem-solving strategies
• Price stability-IT world has price keeping with respect to mrp such that there is discount available
to the customer if possible also having a market price.
• Rating 3/5
Responsiveness
• Responsiveness is the willingness to help customers and provide prompt service.
• Responding quickly to customer questions and concerns is vital, especially in today’s fast-paced
world. Responsiveness even applies when customers are slow in responding to you.
• Answer swiftly to, at the very least, let customers know that you’re working on their request.
• Responsiveness lets your customers know that you’re listening to them and working actively to
solve their problems.
• IT world has just 2 workers so sometimes having responses might be a issue over here
• -IT World can use the responsive software technology to manage business resources effectively.
They can make sure that they have enough resources at hand by using this kind of software tool
designed especially for this purpose.
• Rating 3/5
Assurance
• Assurance is the knowledge and courtesy of employees and their ability to convey trust and
confidence.
• Customers expect businesses to be the experts in the service they deliver.
• Communicating that expertise to customers helps reassure them that they can trust you, whether
you accomplish this by displaying credentials customer testimonials in websites.
• Assurance is significant when customers have many options but aren’t sure who to trust when
purchasing. Suppose you run an ecommerce store, for example.
• In that case, customers are bombarded regularly with ads from potentially untrustworthy online
shops all day, so you need to determine how to set yourself apart and gain consumer trust.
• Rating 4/5
Empathy
• One example of how the company we visited has shown empathy towards its customers was the
customer's account had been locked because they did not sign in for two-factor authentication
when they first opened their online account.
• Until now, they were unaware of this requirement and felt frustrated because it required them to
share personal information with the operator over the phone to unblock their account.
• Therefore, the problem and the scenario was handled very calmly, the operator just took about
hours to complete and solve his problem.
• Empathy is important in these scenarios because it allows you to stay calm, listen carefully to what
your customers are saying, and respond appropriately
• Rating 4.5/5
Recommendations
• Ensure that your store shows up in online search results
• Better advertsing
• Implement click-and-collect
• Consider mobile ordering
• Hire and develop employees who can provide exceptional customer experiences
• Have strong in-store visuals
• Update your visual elements regularly
• Eliminate the wait
• Ensure that your products are on-point
Conclusion
• As far we came to know there is little competition for the company in local vicinity but due to the
fact the people are now moving towards buying online via amazon or flipkart.
• They are not able to capture as much sales they would have liked but in according to repair or
having antivirus checked this shop seems in ideal location in law gate.
• There are some obvious good things which they do that is having one on one employee but due to
fact of just having two people in the operations it can be somewhat improved but size of the shop
might be an issue.
• They do also provide various software related service which are not properly advertised to the
crowd therefore customers are not attracted to it.
• In conclusion they have a good small operations which are dealing with changing demand in technology while
maintaining a good brand near university as long as they adopt to changes they might be viable option for
retail outlet in phagwara

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