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Business

GCSE · AQA

QuestionsFlashcards

The Purpose & Nature of Businesses
Business Ownership
Setting Business Aims & Objectives
Stakeholders
Business Location
Business Planning
Expanding a Business
- Business Expansion
  11
- Economies & Diseconomies of Scale
  12

Technology
Ethical & Environmental Considerations
The Economic Climate
Globalisation
- How UK Businesses Compete Internationally
  7
- Exchange Rates
  5
Legislation
Competitive Environment
- Operating in Competitive Markets
  6
- Risks & Uncertainty
  9

Production Processes
- Producing Goods & Services
  5
- Efficiency in Production
  6
The Role of Procurement
The Concept of Quality
Good Customer Service
- Customer Service in Business
  6
- ICT & Customer Service
  6

Organisational Structures
- Key Principles of Organisational Structures
  11
- Management & Communication in Different Structures
  9
Recruitment & Selection of Employees
Motivating Employees
Training
- The Importance of Training
  6
- Methods of Training
  8

The Exam Papers
- Paper 1: Influences of Operations & HRM on Business Activity
  7
- Paper 2: Influences of Marketing & Finance on Business Activity
  5
Business Exam Skills
Structuring Your Responses

ICT & Customer Service Flashcards

All 6 cards in this deck

What is e-commerce?: Any transaction that takes place through the internet.
It lets customers buy at any time of day or night.
What is a live chat facility on a business website?: A function that lets customers communicate with a sales or customer service representative in real time.
Give three customer service features a business can provide on its website.: Product/service information and FAQs; a store locator with opening times and contact details; live chat for instant answers (also customer accounts storing details and special offers).
Give two ways social media has allowed customer service to develop.: Customers can contact the business quickly and easily; the business can build relationships with customers and respond publicly to comments.
True or false? A business can ignore a negative comment on social media because only the customer who posted it can see it.: False. Negative reviews are visible to everyone and can damage the business's reputation if they are not managed.
True or false? Improving customer service costs a business money, so the benefits must be weighed against the cost.: True. Things like staff training, helplines and staffing a live chat all add costs, which may not be worthwhile if customers do not value them.