Business in Action Outcome 2 and 3

Which of the following are reasons why satisfying customer needs is important?

• To maximise profits

• To retain customers

• To improve market share and reputation

• To find out information about competitors

Which of the following methods can a business use to measure customer satisfaction?

• Survey

• Mystery shoppers

• PESTEC

• Suggestion boxes

Which of the following are duties of the operations department?

• Provide customer service

• Order raw materials from suppliers

• Negotiate price and delivery times from suppliers

Why is quality important?

• Reduces customer complaints

• Increases customer complaints

• Encourages new customers to use the business

• Limits sales when quality is too high

Promotion is a vital task undertaken in the marketing department. Which of the following are promotional strategies that a business could use?

• Advertising (TV, Radio, Social Media)

• Special offers (Student discount, 2for1, free gift etc.)

• Free samples

• Celebrity endorsements

• All of the above

What is the purpose of market research?

• To find out if their is a market for the product/service to see if people want or would like the product.

• To reduce their market share

• To find out about the competition

• To find out what price customers are willing to pay.

Acting on negative customer feedback is impactful method in ensuring quality?

• True

• False

Not carrying out quality checks on facilities on offer for customers can reduce the quality of products?

• False

• True

Which functional department does the following description relate to:

This area deals with all the financial areas of the business. There are involves managing budgets, paying staff wages and working out the cost of a job.

• Marketing

• Operations

• Human Resources

• Finance

Which functional department does the following description relate to:

This department is responsible for promoting and selling products and conducting market research.

• Marketing

• Operations

• Human Resources

• Finance