Why is product knowledge important in good customer service?

Staff who know the product can answer questions and recommend the right item. Customers trust the advice and are more likely to buy.

Why would product knowledge matter to staff in a mobile phone shop?

Customers want to compare features, contracts and prices before choosing. Knowledgeable staff can match a phone to each customer's needs.

What is customer engagement?

Customer engagement means making every contact with the business a positive, personal experience. Friendly staff, speedy help and personal attention all build engagement.

What are post-sales services?

Post-sales services are the help a business gives after a product has been bought. Examples are user training, help lines and servicing.

AQA GCSE Business 8132

Business in the Real World

Topic overview What a business is and why people start one Goods, services, needs, wants and factors of production Business sectors, entrepreneurs and a changing business environment Sole traders, partnerships, limited companies and not-for-profit organisations Business aims and objectives Why business objectives differ and change Stakeholders and their influence on businesses Factors affecting business location Business planning and basic financial terms Expanding a business and economies of scale

Influences on Business

Topic overview E-commerce and digital communication Ethics, the environment and sustainability Interest rates, employment and consumer spending Globalisation and exchange rates Employment, health and safety and consumer law Competition, risk and uncertainty

Business Operations

Topic overview Job, flow and lean production Managing stock: just in time and just in case Suppliers, procurement, logistics and supply chains Quality control, quality assurance and TQM Customer service and the sales process

Human Resources

Topic overview Organisational structures, span of control and delegation Recruitment, selection and contracts of employment Financial and non-financial methods of motivation Induction, on-the-job and off-the-job training

Marketing

Topic overview Identifying and satisfying customer needs Market segmentation Purpose of market research and primary and secondary research Market research methods and interpreting findings Pricing methods and factors affecting price New products, USP, brand image and the Boston Matrix Product life cycle and extension strategies Promotional methods and the promotional mix Channels of distribution, e-commerce and m-commerce The integrated marketing mix

Finance

Topic overview Sources of finance Cash flow and cash flow forecasts Financial calculations and average rate of return Break-even charts and margin of safety Income statements and statements of financial position Profit margins and judging financial performance

Business Operations

Customer service and the sales process

3 things to know
Paper 1

Overview

The stages of the sales process, product knowledge, customer engagement, post-sales services, loyalty, the damage done by poor service and word of mouth, and service through websites and social media.

What you need to know

Answer each one before you reveal it.

Your recallNot started

Key term

How can poor customer service damage a business?

Process

What are the main stages of the sales process?

Key term

What is customer service?

Questions from this subtopic

Each one with the model answer underneath.

1
What is customer service?
Model answer
Customer service is how a business looks after its customers before, during and after a sale. Good service leaves customers happy to return.
2
What are the main stages of the sales process?
Model answer
The sales process starts with approaching a customer and finding out their needs. The seller then presents a suitable product and closes the sale. Contact after the sale keeps the customer satisfied.
3
Why is product knowledge important in good customer service?
Model answer
Staff who know the product can answer questions and recommend the right item. Customers trust the advice and are more likely to buy.
4
Why would product knowledge matter to staff in a mobile phone shop?
Model answer
Customers want to compare features, contracts and prices before choosing. Knowledgeable staff can match a phone to each customer's needs.
5
What is customer engagement?
Model answer
Customer engagement means making every contact with the business a positive, personal experience. Friendly staff, speedy help and personal attention all build engagement.
6
What are post-sales services?
Model answer
Post-sales services are the help a business gives after a product has been bought. Examples are user training, help lines and servicing.

See the rest and revise

Other ways to work this

The same content, four other ways.

What is inside Levo

Six ways to work the same material.

1Closed book

2Open book

3Closed book

The 3-step method, run for you

Answer cold, learn it, then prove it stuck. Levo tracks the jump between your first attempt and your last.

Business in the Real World

Influences on Business

Business Operations

Human Resources

Cram a whole paper in one sitting

Sort every topic into what you know and what you do not, then drill only the weak ones.

The pays a fee and a share of revenue.

franchiseefranchisorshareholder

Blank Blitz makes facts automatic

Rapid timed gap-fills on the terms and numbers you need to recall without thinking.

AThe business pays more interest on the money it owes.

BHigher interest charges raise costs and reduce profit.

CThe business will pay £1,000 more interest each year.

Build It gets the exam shape right

Assemble a full-mark answer from its marking points, in the order an examiner wants them.

Wage means pay based on the number of hours worked.

TrueFalse

Test It catches misconceptions

Spot the fault in a statement. The traps are the mistakes students actually make.

721941163128510

Brain Breaks between sessions

Short focus games to reset attention, so the next set lands better than the last.

Every question in Business Operations, on a schedule.

Attempt a question from memory, write the correct version, then attempt it again. Levo records the jump between your first attempt and your last, and brings each question back on the day you are due to forget it.

Start revising, £5 a month See how the method works

Or £46 a year, about £3.83 a month. Cancel anytime.