This side is made by a group of students from NYP, BM class BF, for our BM0203 Retail Store Management ICA2 group project.




Nanyang Poly
Business Management Retail
BF Team 3
D&G

Team Members: Lesley (Leader), Isabella, Pei Ni, Jaslin and Shao Ran.




Dolce & Gabbana Group
In 1985, the company was founded by the Italian designers Domenico Dolce & Stefano Gabbana in Milan, Italy. Black in color and geometric in shape are the usual designs for their clothing.

By March 2008, the Group’s consolidated revenues have increased by 21% reaching €1,266.6 million. Wholesale revenues reached €1,652.1 million, 55% for the Dolce&Gabbana brand and 45% for D&G. In addition to being the sole owner of the two brands, the Group is also wholly responsible for the management and control of the three business divisions: Production, Distribution and Licences.

Additionally, as of 31 January 2009 the Group has an overall workforce of 3,828 personnel and a distribution network comprising 116 directly operated stores and 17 factory outlets.

Furthermore, the group has two central brands:



Specializes in luxury items, is influenced more by designers and is more formal and 'timeless', responding to long-term trends rather than seasonal changes. It also sells sunglasses and corrective eyewear, purses, and watches. In February 2010, it was announced that American singer Madonna would design a collection of sunglasses set to be released in May of that year. They also have a set of fragrances, for men and women.

Slightly more casual line that follows an urban inspiration and attempts to set trends rather than follow them. It is the younger, more flamboyant line of the brand. Like Dolce&Gabbana, D&G sells watches as well as clothing, and have been voted the U.K's best luxury brand. In 2005–2006, a limited line of 1000 golden D&G Motorola RAZR V3i mobile phones were distributed by D&G boutiques and major Motorola retailers. In July 2009 D&G signed a lucrative deal with singer Alexandra Burke which will see her model their fashion lines in her music videos and in promotions.
Customer Service- Merits of customer service approach
Wednesday, July 21, 2010 @ 4:23 PM

D&G uses Personal Approach under the Customer Service strategies. This is because D&G products are priced at a higher cost due to their products' quality and customized services provided to meet customer's personal needs.

This will act as a benefit for customers as sales associates offer individual customer service. However, the services provided by different sales associates might differ and is inconsistent.

Furthermore, the higher the level of customer service, the higher the cost of customer service. Hence, a good customer service is worth an investment as it'll cost more to acquire customers than to generate repeat purchases.



The following cues are used to assess service

Reliability: The cashier will double check to ensure that the amount charge to the customers'bill is correct and also the change return to customers are right. Also, if customers reserved an item or request for a transfer from other outlet, the sales associates has to make sure that it is the right size, colour and design.

Assurance: Customers will be guranteed that their products are worth the price they for such as quality. If the products are priced higher than normal, sales associates will make sure that they explain to customers why it is priced at a higher cost. For example, the materials used are of the highest quality. The return policy and washing care will be explained during payment so that customer are informed.

Tangibility: The appearance of the salesperson has to be well groomed and neat at all time. The staff has to wear their unifom and has to make sure their uniform are clean and well-ironed. the appearance of the store has to be clean and well-lit to project their brand image.

Empathy: Customers will received personalised services such as salesperson will help to hang the clothings in the dressing room for customers or alteration services provided. Customers will also be addressed by their name when the cashier hands back their credit cards to them after payment.

Responsiveness: Sales associates has to make sure that customers'request are met promptly. Example, calling customer on the promised date to inform them on the collection of products such as altered clothings would be a plus to the responsiveness of D&G's customer service.



Meeting and Exceeding Service Standards: The Delivery GAP

Instrumental Support - POS systems are used to key in transaction and data stored can be referred back whenever a need arises for the salesperson to check.

Emotional Support - Staffs are encouraged by their co-workers or will help each other should they faces problem in work.

Empower Store Employees - The salesperson are allowed to make decision regarding how services should be provided to customer. This helps to stimulate initiative for the staffs, promotes learning and teaches responsibility to the staffs. For example the customer wish to return fault items, salesperson is allowed to make decision according to company's return policy after checking the item.

Provide Incentives - Incentives are provided for the staffs to encourage the salesperson to work hard and achieved sales targets.

Using technology - Technology has improved that now, customers can make purchases with their credit cards and also scanner to save time on keying in the bar codes.

Service recovery - Effective service recovery increase customers'satisfactions, purchase intention and positive word-of-mouth. D&G salesperson will listen carefully to the customer's problems and provide a fair solution through procedural fairness. They will also ensure that problems are resolve quickly to reduce number of contacts and giving clear instruction to avoid jargon.