How can technology speed up service?

Self-service checkouts, contactless payment and online ordering cut waiting times. Stock systems let staff check availability instantly.

What is customer engagement?

Customer engagement is building an ongoing relationship with customers through regular, positive contact. Engaged customers are more loyal and recommend the business to others.

How can a business engage with its customers?

A business can use social media, loyalty schemes and personalised offers to keep in touch. Friendly, attentive staff also build engagement in store.

Edexcel GCSE Business 1BS0

Enterprise and Entrepreneurship

Topic overview The dynamic nature of business Risk and reward The role of business enterprise

Spotting a Business Opportunity

Topic overview Customer needs Purpose and methods of market research Market research data and its reliability Market segmentation The competitive environment

Putting a Business Idea Into Practice

Topic overview Business aims and objectives Business revenues, costs and profits Cash and cash flow Sources of business finance

Making the Business Effective

Topic overview Business ownership and limited liability Franchising as a start-up option Business location The marketing mix Business plans

Understanding External Influences on Business

Topic overview Business stakeholders Technology and business Legislation and business The economy and business Responding to external influences

Growing the Business

Topic overview Organic and inorganic business growth Public limited companies and finance for growth Changes in business aims and objectives Business and globalisation Ethics, the environment and business

Making Marketing Decisions

Topic overview Product design, life cycle and differentiation Price and pricing strategies Promotion strategies and technology Place and methods of distribution Using the marketing mix to make business decisions

Making Operational Decisions

Topic overview Business operations and production processes Working with suppliers Managing quality The sales process

Making Financial Decisions

Topic overview Profit, profit margins and ARR Understanding business performance

Making Human Resource Decisions

Topic overview Organisational structures and communication Different ways of working Effective recruitment Effective training and development Motivation in the workplace

Making Operational Decisions

The sales process

3 things to know
Paper 2

Overview

Product knowledge, speed and efficiency of service, customer engagement and feedback, post-sales service, and why good customer service builds loyalty, especially for small shops.

What you need to know

Answer each one before you reveal it.

Your recallNot started

Process

What is the sales process?

Process

Why is product knowledge important in the sales process?

Key term

Why do speed and efficiency of service matter to customers?

Questions from this subtopic

Each one with the model answer underneath.

1
What is the sales process?
Model answer
The sales process is the series of steps a business follows to turn a customer's interest into a sale. The process continues after purchase with service and support.
2
Why is product knowledge important in the sales process?
Model answer
Staff who know the product can answer questions and recommend the right item. Customers trust knowledgeable staff and are more likely to buy.
3
Why do speed and efficiency of service matter to customers?
Model answer
Customers dislike waiting and may leave or buy elsewhere if service is slow. Efficient service lets a business serve more customers with the same staff.
4
How can technology speed up service?
Model answer
Self-service checkouts, contactless payment and online ordering cut waiting times. Stock systems let staff check availability instantly.
5
What is customer engagement?
Model answer
Customer engagement is building an ongoing relationship with customers through regular, positive contact. Engaged customers are more loyal and recommend the business to others.
6
How can a business engage with its customers?
Model answer
A business can use social media, loyalty schemes and personalised offers to keep in touch. Friendly, attentive staff also build engagement in store.

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Enterprise and Entrepreneurship

Spotting a Business Opportunity

Putting a Business Idea Into Practice

Making the Business Effective

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Revenue = price × .

quantitycostprofit

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Cash inflows means money coming into a business.

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