Observation

Most candidates did not attempt this question. The performance of those that attempted the question was very poor. This is attributed to the fact that they did not understand the expectation of the question because it is an application question.
 
The expected responses to the question include:

 2(a) Facilities Mr. Cham would provide in the Supermarket

• Trolleys
• Baskets
• Cash registers
• Price tags
• Security checks/ CCTV
• Shelves
• Payment counters
• Air conditioners
• Freezers/ refrigerators
• Points of Sale
• Bar Code Reader

(b) Examples of Pre-Sales Services

• Sales prospecting/ Dispatching price lists/ quotations/ order forms
• Product research
• Educating Prospective Customers about the use of the product /Illustration/Demonstration
• Invitation to trade fairs
• Free samples
• Social media campaigns
• Promotional pricing

Examples of After-Sales Services

• Delivery of items bought
• Installation of items bought
• Free maintenance services
• Repairs of items bought
• Replacement of defective products
• Provision of thank you coupon
• Phone calls to customers as follow-up on items bought
• Birthday Cards to Customers
• Feedback reports on items bought

(c)Benefits Mr. Cham Could Derive by Introducing After-Sales Services

• Mr. Cham could attract and retain customers.
• It will create goodwill for Mr. Cham’s business.
• It could be used as a competitive tool by Mr. Chams against other retailers.
• Mr. Cham could use it for the demonstration of his technical products.
• It could be used by Mr. Cham to sell specialized goods that require installation or maintenance.
• It will increase Mr. Cham’s sales revenue as a result of referrals by existing customers.
• It strengthens the bond between Mr. Cham’s supermarket and the existing customers.