NAME: KHAVETSAH AGNES

NAME OF INSTITUTION: FRIENDS COLLEGE

KAIMOSI
COURSE: CRAFT CERTIFICATE IN CATERING
AND ACCOMMODATION
OPERATION
COURSE CODE: 1819
SUBJECT: TRADE PROJECT
SUBJECT CODE: 205A
TITLE: SALES PROMOTION AND THEIR
EFFECTS ON CUSTOMER TURNOVER IN
RESTAURANTS IN KAKAMEGA TOWN
SUBMITTED: KENYA NATIONAL
EXAMINATION COUNCIL IN
PARTIAL FULFILLMENT OF THE
AWARD OF CERTIFICATE IN
CATERING AND
ACCOMMODATION
MANAGEMENT
SERIES: NOVEMBER 2022
SUPERVISOR: CAROLYNE CHEBET
DECLARATION
This project is my original work acquired through carrying of research and has not been copied
from any other project and has not be presented for a diploma in any institution known by me

Name of student: Khavetsah Agnes

Signature: ___________________

Date: ________________

This project report has been submitted for examination with my approval as a college supervisor
and lecturer of Friends College Kaimosi

Name of the supervisor: _________________________________

Signature: ___________________

Date: ____________________

i
DEDICATION
This is dedicated to God Almighty. He makes all things possible in his time to my dear mom
Angellah Meha, dad, and siblings for their emotional support, financial support and moral
support during the tough time as I completed my project

ii
ACKNOWLEDGEMENT
My sincere appreciation goes to my supervisor, Mrs Carolyne Chebet for her support, council
and guidance throughout the period.

I am also grateful to my mother Angellah Meha and my dad Maurice Meha for encouraging and
love support. You have all helped me significantly this far.

iii
Table of Contents
DECLARATION..........................................................................................................................................i
DEDICATION............................................................................................................................................ii
ACKNOWLEDGEMENT..........................................................................................................................iii
CHAPTER ONE..........................................................................................................................................1
SALES PROMOTION AND THEIR EFFECT ON CUSTOMER TURNOVER IN RESTAURANTS IN
KAKAMEGA TOWN.................................................................................................................................1
1.1 Background of the study........................................................................................................................1
1.2 Statement of problem.............................................................................................................................1
1.3 Objective of the study............................................................................................................................1
1.4 Research Questions...............................................................................................................................2
1.5 Significance of the study.......................................................................................................................2
1.5.1 Management of the restaurant.........................................................................................................2
1.5.2 Customers.......................................................................................................................................2
1.5.3 Researchers.....................................................................................................................................2
1.6 Limitation of the study..........................................................................................................................3
1.6.1 Language barrier.............................................................................................................................3
1.6.2 Lack of cooperation........................................................................................................................3
1.6.3Wrong information..........................................................................................................................3
1.7 Scope of the study.................................................................................................................................3
CHAPTER TWO.........................................................................................................................................4
2.0 INTRODUCTION.................................................................................................................................4
2.2 Imperial review......................................................................................................................................4
2.2.1 Elements of sales promotion...........................................................................................................4
2.2.2 Sales promotion in restaurants........................................................................................................5
2.2.3 Relationship between sales promotion and customer turnover.......................................................5
2.3 Conceptual frame work.........................................................................................................................6
2.4 Summary...............................................................................................................................................6
CHAPTER 3................................................................................................................................................7
3.1 Introduction...........................................................................................................................................7
3.2 Research design.....................................................................................................................................7
3.3 Target population...................................................................................................................................7

iv
 Table 3.1 population of the research........................................................................................................7
3.4 sampling and sample size......................................................................................................................7
3.5 Data collection methods........................................................................................................................8
CHAPTER FOUR.....................................................................................................................................10
DATA PRESENTATION AND ANALYSIS...........................................................................................10
4.1 INTRODUCTION...............................................................................................................................10
4.2 Response rate.......................................................................................................................................10
4.3 Background information......................................................................................................................11
4.3.1 Name of establishment.................................................................................................................11
4.3.2 Age bracket...................................................................................................................................11
4.3.3 Highest education.........................................................................................................................12
Fig 4.3. Highest education.....................................................................................................................13
QUESTIONNAIRES.................................................................................................................................14
CHAPTER FIVE.......................................................................................................................................17
SUMMARY CONCLUSION AND RECOMMENDATION....................................................................17
5.1 Introduction.........................................................................................................................................17
5.2 Summary of findings...........................................................................................................................17
5.3 Conclusion...........................................................................................................................................17
5.4 Recommendations...............................................................................................................................17
REFERENCES..........................................................................................................................................18
APPENDICES...........................................................................................................................................19
APPENDIX 1; QUESTIONNAIRE..........................................................................................................19
APPENDIX II...........................................................................................................................................22
WORK PLAN...........................................................................................................................................22
Appendix III: Budget.................................................................................................................................23
ABSTRACT..............................................................................................................................................24

v
CHAPTER ONE

SALES PROMOTION AND THEIR EFFECT ON CUSTOMER TURNOVER IN

RESTAURANTS IN KAKAMEGA TOWN

1.1 Background of the study

Sales promotion is the process of persuading potential customers to buy the product. Sales
promotion are designed to be used as a short term tactic to boost sales. It is not really designed to
build long term customer loyalty. The chief tools of sales promotion are discounts (sales)
distribution of samples and coupons. The holding of sweepstakes and contest special store
displays and premiums and rebates

The need for promotion arises from the intensity of competition. Sellers must somehow attract
customers attention. In the open markets of old days and markets of today ,sellers did and do this
by shouting ,joking with customers and sometimes by holding up a squeling piglet for everyone
to see. There are three faces of customer promotion are;

*Information

*Economic incentive

*Emotional appeal

Information may take the form of advertising the availability of something, incentives are offered
in the form of discounts and emotional appeals are made by displays and of cause by the law
price itself

Sales promotion must provide incentives whether to the distribution channel,the companies own
sales people or to the consumer ,they cost money by definition and must produce additional
volume to pay for the expenditures. Customer turnover is the proportion of your customer base at
the start of a time period like a period of one year that is lost and replaced during the time period

1.2 Statement of problem

Customer turnover will be affected by the sales promotion, this is because customer turnover
deeply depends on the type and method of sales promotion. keeping existing customers is usually
a lot less than finding new ones. Lost customers who are not replaced are considered a decline in
your customer base

1
1.3 Objective of the study
General Objectives

i. To encourage repeat purchases like airlines and hotels successfully, they use rewards
program to encourage customer loyalty.
ii. To provide information to potential customers that aid them in making decision
iii. To look for new market to attract more customers

Specific Objectives
iv. To identify the types of sales promotion in a restaurants.
v. To find out the indicators of customers turnover.
vi. To establish the effects of sales promotion on customer turnover

1.4 Research Questions

When it comes to research questions, you can come up with several questions related to the study
on sales promotion and their effects on customer turnover in most restaurant. That is the method
used to promote a particular product so as to maximize on the profit and be ahead of the
competitors. That is, what are the effects and how to overcome them, The means of transport and
the cost.

1.5 Significance of the study

The research carry out on the effects of sales promotion on customers turnover in restaurants in
Kakamega town .The research , restaurant manager and the regulators of the industries acquire
knowledge in sales promotion within and also how to handle and overcome effects and
challenges facing decline of customer turnover

1.5.1 Management of the restaurant

The restaurants will be managed by those who are highly skilled and knowledgeable so as it may
run smoothly and also to attract its customers. It will lead job opportunities. Foods and drinks
will be available whereby guest will be eating and refreshing themselves. To increase the number
of customers in restaurants, there will be a number of ways to put across that is advertising
through television, Radios, Social media and also Billboards.

1.5.2 Customers
When it comes to customers, they acquire products at low prices hence becomes a benefit to
them, they also get new skills and knowledge on how to carry different methods of sales
promotion. They even acquire free samples from sales promoters that is the new product came
into existence, they are given offers that it may attract them

2
1.5.3 Researchers
The researchers will acquire more skills on how to handle customers when it comes to sales
promotion. They will also come up with their own means and solution incase they are faced with
challenges or problems.

1.6 Limitation of the study

There will be several limitations will affect the research process as this include;

I. Lack of time will affect the study in that the research will not come up with expositive
results hence rendering the exercise in effective but researcher will use the available time
to finish the study on time and validate the data.
II. Non cooperative responded; It will affect the study that is situations where seniors are not
ready for the researcher, he will instead interview juniors
III. Financial problems; Inadequate capital may affect the study; the researcher will use
available finance for stationary transport and food to ensure the process is effective. This
randous the effectiveness and quality of the result thus the whole project.

1.6.1 Language barrier

It is difficult for the customer and the sale promoters to agree on a price of something. This leads
to language barrier whereby it leads to decline in customer turnover hence the business drops and
no profits are achieved, misunderstandings among the promoter and customers

1.6.2 Lack of cooperation

Its starts when some sales promoters have decided to do work on their own. They do not
cooperate as one company or business thus leading to decline of the restaurants. They start
arguing, like one starts claiming that he or she was the one who came up with the idea and thus
they loose hope leading to lack of cooperation among themselves and they decide to part.

1.6.3Wrong information
Wrong information comes in whereby the employees or researchers gives wrong information
about the restaurants or use persuasive language to attract more customers using wrong
information as they do not expect. That is to advertise on low prices they offer which when
customers comes in the prices raises up.

1.7 Scope of the study

The study will be conducted in relected restaurant in kakamega town. The main objective is to
establish the sales promotion and their effects and customer turnover in restaurant in kakamega
town. The target population will be employs

3
CHAPTER TWO

2.0 INTRODUCTION
A literature review is a critical and evaluative summary of themes , issues and arguments of a
specific clearly defined research topic obtained from the published and unpublished literature. In
this case sales promotion and their effects on customer turnover in restaurants in kakamega town
we shall evaluate on the following

Elements of sales promotion

1. Methods of sales promotion in catering establishments

2. Methodology of sales promotion
3. Steps in planning an effective sales promotion program
4. Budgeting for sales promotion
5. Objectives of sales promotion in relation to customer turnover in catering establishment
6. Effects and importance of sales promotion in relation to customer turnover in catering
establishments
7. Relationship between sales and customer turnover.

2.2 Imperial review

In imperial review we will be able to come up with the elements of sales promotion , its
methods ,the steps ,effects and many more.

2.2.1 Elements of sales promotion.

 They include communication whereby the word promotion in sales promotion suggests that a
truly effective one is well communicated to potential customers. Some retailers use medias
such as television ,radio, newspapers and magazine publication to let customers know about
current and upcoming discount opportunities .The local newspapers and weekly print
mailers are also common, as retailers of all sizes use these to promote sales promotion
events.
 Price orientation , sales promotion try to convey a perception of quality about your company
or coupons or other such deals you motivate them to make purchases that likely would not
occur at regular price points

The time frame at which sales promotion use adverts to build brands and generate interest over
a

4
long period of time. It intends to generate immediate business , thus they typically have a limted
time frame . Coupons have expiration dates which drive customers to redeem them within a
certain period of time.

Effects of sales promotion on customer turnover in restaurants in kakamega town

Competition

Sales promotion have their place in marketing even though they tend to instill a higher degree of
price sensitivity among consumers .For new product introduction in competitive markets where
there is a need to familiarize of a group of consumers with a new product, sales promotion are a
highly effective tool and also in established competitive markets where gains in market share
count for the bragging rights the increased share might offer.

Short and long term impact

Generally there is no long term impact. For established brands , many customers will wait for
the promotion to buy and to take advantage of the lower price

2.2.2 Sales promotion in restaurants

Sales promotion is the process persuading potential customers to buy the product . some of the
indicators of sales promotion include, increase in number of customers that is both regular and
new customers, increase in profit and also familiarity of customer towards a product.

Importance of sales promotion

It helps the customer to be familiar with the products and chip in.

It helps the customer to know the price of some products

It leads to profits to sales promoters whereby customers buy the products.

It gives a room for customers to ask questions on some of the products.

It leads to increase of sales and also employment of jobs

2.2.3 Relationship between sales promotion and customer turnover

Sales promotion is a major necessity in the communication between buyers and sellers, because
it helps create a sense of urgency in the buyers demand for a particular product.

Long term loyalty ; every marketing has a unique role but most sales promotion campaigns aim
at creating customer loyalty for a given product. After attracting new customers, long term
product loyalty campaigns initiate the introduction of loyalty programs that reward existing
dedicated consumers .Long term product loyalty campaigns focusing on prices include coupons
and price discounts , while other significant time sensitive price reductions consist of details and
contest such as by one get one free offers.

5
Introduces new product and service; the sales promotion campaigns involved consist of discounts
in cash or goods offered to resale markets to stock the new products , while household
consumers receive free samples giving them a chance to test and familiarize themselves with the
new products in order to secure future demands.

Provides a market for the resale of goods; the incentives offered therefore consist of rewards
including price discounts, cash rewards, merchandise discounts and rebates offered to buyers
with large orders.

2.3 Conceptual frame work

Figure 2.1frame work

Methods of sales promotion Customer turnover

Bounce backs Profits
Stop discounting Sales volume
Hosting food events Competition
Sampling Revenue

2.4 Summary
In chapter two we have come across elements of sales promotion .It is communicated to
potential customers and some retailers use medias such as television , radio, newspapers and
magazines to let customers know about current and upcoming discount opportunities.

6
CHAPTER THREE

3.1 Introduction
This is a system of collecting data and a description of the research methodology is presented in
this chapter , which comprises of the study design , population, techniques of sampling , data
collection analysis and presentation and the considerations for ethics. Its main purpose is to
explore sales promotion and its effects on customer turnover in catering establishment in
kakamega town

3.2 Research design

This research utilized descriptive design, which is suitable when primary data is collected to
describe the settings, phenomena or organization. Descriptive statistics enable meaningful
description of distribution of scores or measurements using a few indices or statistics .The
description presented above make descriptive research design suitable for the current study,
which also has enough provision for protection of bias and maximized reliability. This design is
preferred since it focuses on data rather than theory besides the financial constraints

3.3 Target population.

Population is described as the all things, events or people of interest to be investigated and form
the basis from which the research subjects or sample is drawn. For purposes of this study, the
population is the low cadre staff of free area hotel , whose number stood at 214 as at march 31
2019.Table 3.1 presents the distribution of the 214 employees across departments of kakamega
town hotels

Table 3.1 population of the research

CATEGORY NUMBER
Food and beverages 72
Reservations 17
Marketing 12
Finance administration 8
Information and technology 11
Entertainment 16
Maintenance 13
Housekeeping 65
TOTAL 214

7
3.4 sampling and sample size
Sampling techniques was categorised into two , namely; non probability and probability
techniques.

While in non probability sampling, the study subjects do not have a preset chance of being
selected.

In probability sampling , each subject in the population is given an equal chance of being
selected to participate in the research . For the current study , the population is distributed across
all the seven departments was undertaken , which fits into the description of probability sampling
technique.

Selection of the sample size is described below;

Sample size for descriptive studies should be between 20 and 10 percent. A proportional
stratified random. Sampling was used to compute size of the sample. A proportional stratified
random sampling is a probabilistic sampling method suitable for selecting individuals from
unequal distributed group consequently, each of the departments formed a stratum and 30
percent of the target employees in the departments formed the sample size. Table 3.2 depicts
proportional of the sample size across the 8 departments in kakamega town hotels

CATEGORIES NUMBER PERCENTAGE

Finance and administration 8 2
Marketing 12 4
Reservations 17 5
Food and beverages 72 22
Information technology 11 3
Entertainment 16 5
Maintenance 13 4
Housekeeping 65 20
TOTAL 214 65

In order to provide for equal chance for every member in the target respondents to be included.
The study utilized simple random sampling. All the 24 targeted lower cadre staff names of
kakamega town hotels were drawn on pieces on pieces of paper per each of the 8 departments.
For each of the departments, the number of pieces of papers corresponded to the names and
number of staff. The papers were then mixed in a box thoroughly after which the required
number of sampled staff was identified for participation in the research. This action undertaken 8
to ensure that all departments are covered.

3.5 Data collection methods

These were instruments used to collect information for use in the research ;
Questionnaire
8
Interviews
Observations

3.6 Data analysis methods

Analysis of data sort to examine field data that has been collected for purpose of interpretation
and making conclusions. Field data was analyzed aided by descriptive statistics including
variability and central tendency measures of frequencies. The research regression model is
depicted below;
This was the process of evaluating the coded data using analytic and logical measuring to
examine each component of the data collected and transforming it into vulnerable information in
forms that explained the results of the research. During the research the coded data was analyzed
and presented using tables, bar graphs and pie charts.

9
CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 INTRODUCTION
This chapter presents a summary of data collected through the use of questionnaires. General
trends are explained using percentages, frequency tables, figures and description of data as a
way to present findings of the investigation . Data collection using questionnaires was analyzed.
The findings are presented as per the objectives and research questions of the study.

4.2 Response rate.

Out of 58 questionnaire that were distributed to the hotel management 49 questionnaires were
returned completed. This means that researchers achieved 84.5% response rate. Deserved that
response rate out of the study. The respondents were drawn from all the carrying out the study.
The respondents of Western star hotel. The relatively high response is due the good report
created between the research and the respondents and the efforts of the data enumeration.

Response rate

Category Frequency Percentage

Returned questionnaires 49 80%
Unreturned questionnaire 9 20%
Total 58 100%
Response rate

Percentage

20%

80%

Returned questionnaire Unreturned questionnaire

10
4.3 Background information
Findings of the study shows that participation on the study has less than male respondents.
Whereas the males were slightly above half 53%, the female respondents were 47%.

4.3.1 Name of establishment

Frequency Percentage
Franka hotel 30 52%
Friends hotel 18 31%
Western hotel 10 17%
Total 58 100%

Percentage
Franka Friends Western

17%

52%

31%

4.3.2 Age bracket

CATEGORY FREQUENCY PERCENTAGE
18 to 25years 0
25 to 32years 40 69
32 to 39years 18 31
46 and above 0
58 100

11
Figure 4.3.2

Percentage
25 to 32 years 32 to 39 years

31%

69%

Findings of the study shows that 25 to 32 years was more compared to 32 to 39 years

4.3.3 Highest education

Category Frequency Percentage
Certificate 4 7
Diploma 18 31
Degree 30 52
Masters 6 10
Phd 0 0
Total 58 100

Percentage
Certificate Diploma Degree Masters Phd

10% 7%

31%

52%

12
Fig 4.3. Highest education
Findings show that 52% of the respondents had attained degree level of education, followed by
31% who had attained diploma and 10% who had attained master’s in education and lastly was
7% who attained secondary certificate of education .

4.3.3.4 In your opinion ,how does sales promotion affect customer turnover in 3 star hotel;

Retains customers especially those who are within a budget when given promotion rates that is
discounts .Also digital marketing has proven to be most effective as travellers use their phones to
check for hotels to spend and promotion ads have a high turnover and resulting in high bookings
on online platforms

13
QUESTIONNAIRES
I am Khavetsah Agnes pursuing craft certificate in catering and accommodation operations at
FRIENDS COLLEGE KAIMOSI. The purpose of questionnaire is to collect data for a study
titled SALES PROMOTION AND THE EFFECTS ON CUSTOMER TURNOVER IN
RESTAURANTS IN KAKAMEGA TOWN. Kindly respond to your best. All information shall
be kept confidential.

Thank you for your cooperation

Yours faithfully

Khavetsah Agnes

Researcher

INSTRUCTIONS

Kindly tick and explain as required

SECTION A , Background information

1. Gender

Male ( )

Female ( )

2. Age bracket

18 to 25 years ( )

25 to 32 years ( )

32 to 39 years ( )

46 and above ( )

3. Highest education level

Certificate ( )

Diploma ( )

Degree ( )

Masters ( )

PHD ( )

14
4. Years of experience in hotel industry

2 to 5 years ( )

5 to 8 years ( )

8 to 11 years ( )

Above 11 years ( )

SECTION B ELEMENTS OF SALES PROMOTION

5. In your opinion is sales promotion important to your customers or guest

Yes ( )

No ( )

6. Does the hotel implement measures to ensure food quality

Yes ( )

No ( )

7. Sales promotion comprises of various elements which of the following applies to your hotel

Communication ( )

Price orientation ( )

Time frame ( )

Good environment ( )

Others………………………………………………………………………………………………
….

SECTION C INDICATORS OF CUSTOMER TURNOVER

8. How important is customer turnover to your hotel

Very important ( )

Important ( )

Averagely important ( )

Least important ( )

15
Not important ( )

9. Has the number increased over the last two years

Yes ( )

No ( )

10. What has caused the increase in customer

Fair prices ( )

Good services ( )

Hygiene ( )

Food variety ( )

SECTION D THE RELATIONSHIP BETWEEN SALES AND CUSTOMER TURNOVER

11. In your opinion does sales promotion affect customer retention in your hotel

Yes ( )

No ( )

12. If yes, to what extend

Great extend ( )

Average extends ( )

Very low extend ( )

13. In your opinion, how does sales promotion affect customer turnover in 3 star
hotel……………………………………………………………………………………………
………………………………

16
CHAPTER FIVE

SUMMARY CONCLUSION AND RECOMMENDATION

5.1 Introduction
The previous chapter presented result obtain from the quantitative data. This chapter presents the
summary of key findings , conclusion and recommendation of the study.

5.2 Summary of findings

The discussion in this chapter is about findings basing on the data collected and analyzed from
the three study samples which included: Western Star Hotel, Franka Hotel and Friends Hotel.
During the research it was found out that the need for sale promotion arises from the intensity of
competition and the restaurant industry has been conditioned to believe that only traditional
marketing efforts can be applied to grow sales promotion and customer turnover because it is
what everyone else is doing.

5.3 Conclusion
From the research it was concluded that sales promotion arises from the intensity of competition
and that main objective of the sale promotion was to combat competition and increase profits.
Many restaurants have experienced more customers in the past two years due to fair prices, good
services, hygiene and food variety.

5.4 Recommendations
The researcher recommends to the management of catering establishment to use modern
techniques of sales promotion to combat competition and improve on the profitability of the
establishments

17
REFERENCES
Baker,TL (1994). Doing social research (second year) New York: MC Graw Hill Inc.

Baraza.A.(2008) Adoption of best practices in human resource management among hotel in

Kenya. And published MBA project, university of Kakamega

Bareket Bojmel,L, Hochmon ,G& Ariely ,D (2014) its (not) all about the Jacksons.testing
different type of short term bounces in the field, general management. Advance publication
Kuria .S. Wanderi, P and Ondigi, A (2011)Factors influencing labour turnover in 3 and 5 star
rated hotel in Kakamega county Kenya, international journal in humanities and social science
volume 1 no. 20 pg 195 to 201

In Dunnette M.C.(EDS) , handbook of industrial and organizational psychology (pp. 1297 to

1349) Chicago

18
APPENDICES.

APPENDIX 1; QUESTIONNAIRE
I am Khavetsah Agnes pursuing craft certificate in catering and accommodation operations at
FRIENDS COLLEGE KAIMOSI. The purpose of questionnaire is to collect data for a study
titled SALES PROMOTION AND THE EFFECTS ON CUSTOMER TURNOVER IN
RESTAURANTS IN KAKAMEGA TOWN. Kindly respond to your best. All information shall
be kept confidential.

Thank you for your cooperation

Yours faithfully

Khavetsah Agnes

Researcher

INSTRUCTIONS

Kindly tick and explain as required

SECTION A , Background information

1. Gender

Male ( )

Female ( )

2. Age bracket

18 to 25 years ( )

26 to 32 years ( )

33 to 39 years ( )

46 and above ( )

3. Highest education level

Certificate ( )

Diploma ( )

Degree ( )

19
Masters ( )

PHD ( )

4. Years of experience in hotel industry

2 to 5 years ( )

5 to 8 years ( )

8 to 11 years ( )

Above 11 years ( )

SECTION B ELEMENTS OF SALES PROMOTION

5. In your opinion is sales promotion important to your customers or guest

Yes ( )

No ( )

6. Does the hotel implement measures to ensure food quality

Yes ( )

No ( )

7. Sales promotion comprises of various elements which of the following applies to your hotel

Communication ( )

Price orientation ( )

Time frame ( )

Good environment ( )

Others………………………………………………………………………………………………
….

SECTION C INDICATORS OF CUSTOMER TURNOVER

8. How important is customer turnover to your hotel

Very important ( )

Important ( )

20
Averagely important ( )

Least important ( )

Not important ( )

9. Has the number increased over the last two years

Yes ( )

No ( )

10. What has caused the increase in customer

Fair prices ( )

Good services ( )

Hygiene ( )

Food variety ( )

SECTION D THE RELATIONSHIP BETWEEN SALES AND CUSTOMER TURNOVER

11. In your opinion does sales promotion affect customer retention in your hotel

Yes ( )

No ( )

12. If yes, to what extend

Great extend ( )

Average extends ( )

Very low extend ( )

13. In your opinion, how does sales promotion affect customer turnover in 3 star
hotel……………………………………………………………………………………………
………………………………

21
APPENDIX II

WORK PLAN
Activity Time
Milestone I May 2022
Milestone II May 2022 – Sep. 2022
Milestone III October 2022

22
Appendix III: Budget
Activity Cost (Ksh)
Internet 1000
Printing 1500
Binding 200
Miscellaneous 500
Transport 500
Typing 1000
Total 4700

23
ABSTRACT
The project was about sales promotion and their effects on customer turnover in hotels in
Kakamega town. It’s objectives were to identify the types of sales promotion in restauranants, to
identify the indicators of customer turnover and also to establish the effects of sales promotion
on a customer turnover. The population in hotels were high due to its food quality, hygiene and
environment. The data was collected using questionnaires.

24