Deck 1

Question 1

what is the difference between customer service and customer care

Answer 1

customer service is about the sales process while customer care is about the more personal connection with that customer leading to a more positive experience overall

Question 2

what are the 5 main points of customer service, (the 5 times for customer interaction)

Answer 2

• greeting
• interaction with the customer
• identifying needs and wants
• encouraging feedback
• responding to feedback

Question 3

why is it important to show good product knowledge

Answer 3

helps understand customer wants and needs
good for advertising the benefits of your product
gives customer confidence in you, your product and the brand
reduces risk of errors
helps decision making
increases customer satisfaction

Question 4

why is customer feedback important

Answer 4

guidance for business decisions
helps growth and staying ahead of competitors
increase customer satisfaction

Question 5

give advantages of legislation

Answer 5

high quality products lead to high sales
customers have more confidence in products

Question 6

give disadvantages of legislation

Answer 6

more expensive
have to fit requirements

Question 7

give some examples of working relationships

Answer 7

• transactional
• business to business
• online

Question 8

what is a stakeholder

Answer 8

a person group or organisation that has an interest in or is affected by the success of a business or the outcomes of its decisions. They may be able to use their power to influence the decisions of the business

Question 9

what is an internal stakeholder

Answer 9

someone who works within the business

Question 10

what is an external stakeholder

Answer 10

someone who works outside of the business but alongside it

Question 11

what are inter relations in terms of businesses

Answer 11

businesses working with each other

Question 12

How much is the animal care industry worth to the UK economy?

Answer 12

£1 billion

Question 13

How many employers in the industry?

Answer 13

13,000

Question 14

How many employees in the industry?

Answer 14

78,000

Question 15

Define customer base

Answer 15

a group of customers who repeatedly purchase the goods or services of a business (main source of revenue)

Question 16

Define Target Market

Answer 16

A group of customers that the business aims its products or services at - they dont currently purchase from this business

Question 17

What is Market research

Answer 17

Market research aids businesses in knowing what customers want and reduces the risks of the business not being successful.

Question 18

What is primary research

Answer 18

Research that a business undertakes itself

Question 19

What is secondary research

Answer 19

a research method that involves compiling existing data

Question 20

What is Market segmentation

Answer 20

Market segmentation splits up a target market into different groups to enable a business to better target its products to customers most likely to purchase them.

Question 21

What are the 4 main ways to section the target market in market segmentation

Answer 21

1) geographic
2) demographic
3) behavioural
4) phychographic (what draws a customer to purchase a product)

Question 22

What are the 6 pillars of customer care

Answer 22

Attitude,
Interest,
Action,
Tone of voice,
verbal language,
body language

Question 23

What are service standards

Answer 23

A step by step guide to give to employees to explain what team members should do to treat customers in a way that exceeds their expectations and creates a positive experience

Question 24

what does DEFRA do

Answer 24

support the industry in meeting animal welfare standards of the AWA 2006

Question 25

what does APHA do

Answer 25

monitor notifiable diseases, have the power to close down businesses or put down animals to stop the spread of disease

Question 26

what are the 5 categories of media

Answer 26

- print media - outdoor media - digital media - broadcast media - mobile media

Question 27

how can media act as a stakeholder and influence a business

Answer 27

- promote it - influence public opinion - reporting on the business, (can be positive or negative) - driving change in consumer behaviour

Question 28

what are the 5 p's that all media must have for consumers to purchase the product

Answer 28

- product - price - people - place - promotion

Question 29

how do local communities act as stakeholders

Answer 29

they have an interest in the business doing well because: - firms bring profit to the area - provides a good, safe environment to live in - good transport and communication links they can influence how businesses operate my protesting and pensioning if they want change

Question 30

what do trade unions do

Answer 30

act as employees voice, have influence over pay and working conditions. advocate and support the workers in that industry by protecting rights of the workers, campaigning for fair pay and work condition and raising awareness through actions such as strikes

Question 31

what is the role of owners as stakeholders

Answer 31

- owners can be fully involved with the business, shareholders (part owners) or appoint managers to run the business for them - have a controlling interest in the business as its their financial security - roles include maximising money, providing greater performance from the same time people and effort, reducing costs and developing competitive advantage

Question 32

what is a job description

Answer 32

lists the job position, responsibilities and necessary skills

Question 33

what does a personal specification do

Answer 33

describes the personal attributes in potential employees, includes typical skills qualification and experience

Question 34

what is the hierarchical structure

Answer 34

more complex. contains owners, managers, supervisors, team members, each layer has its own job description and responsibilities. long chain of command

Question 35

what is the flat organisational structure

Answer 35

limited number of managers overseeing team members and trainees

Question 36

what hours should full time workers work

Answer 36

35 minimum 48 max unless agreed otherwise

Question 37

benefits of full time contract

Answer 37

career stability stable income to allow for budgeting fixed working pattern employment rights pension schemes

Question 38

disadvantages of full time contracts

Answer 38

boredom stress repetition career stagnation work life balance

Question 39

what are statutory rights

Answer 39

the basis of an employment relationship, supports and protects employees from unfair treatment examples: equal treatment min wage paid holiday

Question 40

what do full time employment rights protect you from

Answer 40

unlawful deduction from wages whistle blowing discrimination heath and safety incidents unfair dismissal contract breaches

Question 41

what hours is part time employment

Answer 41

under 35

Question 42

benefits of part time employment

Answer 42

increased flexibility better work, life balance reduced stress

Question 43

disadvantages of part time employment

Answer 43

less benefits compared to full time workers lowered employment morale

Question 44

what is a pro rata salary

Answer 44

part time workers usually paid on this, a proportion of the full time salary based on the hours they have worked

Question 45

what are agency workers

Answer 45

- employed by an agency - temporary / short term rates - often fewer benefits - flexibility

Question 46

what is the regulation around over time pay

Answer 46

must be more than regular pay or time off in lieu

Question 47

when can workers request flexible hours

Answer 47

after 26 weeks of service