Smart Shopper Case Study

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PnP recognises the importance placed by the customer on the freshness of what they consume and feed their families. The fresh promise is therefore a guarantee that the customer will not experience poor or inferior quality products and the commitment from PnP is that the customer should expect fresh product or get their money back. Staff have been retrained on the importance of delivering the fresh promise to the customer. From maintaining the cold chain to maximize shelf life to the delicate handling of fragile foods in order to preserve the original form.

Smart Shopper
This is a loyalty card that rewards the customer for choosing to shop at PnP by giving them back R1 of every R100 they spend. The money that the customer gets back is not …show more content…

A large part of this is due to the poor performance in large and electronic appliances. Some part of this decline is due to the limited range but I believe that a large part of the decline is due to the customer service.
The technology in this category of products has evolved dramatically over the years. There are continuous modifications every year. This requires a sales team that is educated and knowledgeable of the latest technological developments.
PnP does not expose their sales teams to sufficient product education and training to keep up with the trends.
More education and training would result in a more knowledgeable and confident sales team who are able to offer superior customer service thus making the buying decision and experience easier for the customer and leading to better sales. This in turn would build a better customer relationship.
PnP has also not moved to an incentive driven remuneration model for their sales staff, whereas the majority of their competitors have.
Incentivising the staff based on sales targets would increase motivation and drive. The sales team would be more motivated to work harder towards their targets as they know that they will be rewarded financially for their

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