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business studies > paper 2 sales and customer service > Flashcards

paper 2 sales and customer service Flashcards

1
Q

3 methods of selling

A

telesales
face to face
ecommerse

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2
Q

what is ecommerse

A

buyer and seller come together electronically online sales

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3
Q

how is ecommerce different to digital sales

A

it involves a physical delivery not digital delivery

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4
Q

what business changes have there been because of changes in ecommerce (6)

A

location
skill development
employment levels
creation of new departments
click and collect
delivery options

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5
Q

how has ecommerce effected location

A

business can locate anywhere it just needs a telephone line to take orders whilst the warehouse can be somewhere else - usually near a motorway

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6
Q

how has skill development been effected by eccomerce (4)

A

workforces needs different skills - maintaining website, reply to emails
workers will need extra training
workers with new skills will need to be recruited
some workers may feel threatened by new technology

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7
Q

how are levels of employment effected by E commerce

A

levels may increase or decrease

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8
Q

how does e commerse effect creation of specific departments

A

some large businesses have separate departments for online sales

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9
Q

how has e commerse effected click and collect

A

area of growth as customers dont have to be in to take delivery and they can ensure things are in stock before they go to collect

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10
Q

how does e commerce effect delivery options

A

speed of delivery is becoming more important, faster delivery makes them more competitive - in the future could use drones

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11
Q

3 advantaged of e commerce to business

A

can sell world wide
open 24/7
low operating costs

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12
Q

disadvantages to a business using e commerce (4)

A

world wide competition
may rely on another business to distribute
problems with insecure websites
must keep up to date with technology

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13
Q

what will influence a businesses activity

A

customer reaction

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14
Q

3 advantages for customers for e commerse (3)

A

price comparison is easy
7 day availability
wider range of products

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15
Q

6 disadvantages for customers for e commerce

A

lack of personal contact
hard to return goods
only see good images of products
security
only use credit card
need good computer skills

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16
Q

what is face to face selling

A

normally in a shop

17
Q

advantages of face to face (4)

A

customers see product
good interaction
customers get advice
shop feels they deliver the full package/service

18
Q

.disadvantage of face to face (3)

A

shops expensive to operate
people have to go out in bad weather
level of service can be critised

business studies (28 decks)

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