AQA GCSE Business Unit 3.4: ICT & Customer Service

Which of the following is NOT a way ICT has advanced customer service?

• Websites

• E-commerce

• Social media

• Direct mail

Answer explanation

Direct mail is a traditional marketing method and does not leverage modern ICT advancements like websites, e-commerce, or social media, which enhance customer service through real-time interaction and accessibility.

What does e-commerce refer to?

• Electronic communication

• Online advertising

• Buying/selling products using electronic systems

• Email marketing

Answer explanation

E-commerce specifically refers to the buying and selling of products using electronic systems, such as the internet. This distinguishes it from other options like electronic communication or email marketing.

What is m-commerce?

• Mobile marketing

• Buying/selling using a smartphone

• Mobile app development

• Mobile website design

Answer explanation

M-commerce, or mobile commerce, specifically refers to buying and selling activities conducted via smartphones. This distinguishes it from mobile marketing, app development, or website design, making 'Buying/selling using a smartphone' the correct choice.

Which of these is NOT an advantage of e-commerce for customers?

• 24/7 availability

• Access to product reviews

• Ability to physically test products

• Potentially lower prices

Answer explanation

The ability to physically test products is NOT an advantage of e-commerce, as online shopping does not allow customers to handle or try products before purchasing, unlike traditional retail.

How can social media help businesses meet customer needs?

• By increasing production speed

• By reducing shipping costs

• By providing quick communication with customers

• By eliminating the need for customer service

Answer explanation

Social media enables businesses to communicate quickly with customers, addressing their needs and concerns in real-time. This enhances customer satisfaction and builds stronger relationships, making it a vital tool for meeting customer demands.

What is a potential risk for businesses using social media for customer service?

• Higher operating costs

• Reduced product quality

• Rapid spread of poor customer service stories

• Decreased customer engagement

Answer explanation

A potential risk for businesses using social media for customer service is the rapid spread of poor customer service stories. Negative experiences can quickly go viral, damaging the company's reputation and customer trust.

Which of these is NOT a benefit of businesses using social media?

• Raising awareness of products

• Monitoring customer satisfaction

• Increasing production efficiency

• Promoting customer engagement

Answer explanation

Increasing production efficiency is not a direct benefit of using social media. The other options focus on customer interaction and awareness, while production efficiency relates more to internal processes.

What does ICT stand for in the context of business?

• International Commerce Trade

• Information and Communication Technology

• Internal Customer Tracking

• Internet Customer Transactions

Answer explanation

In the context of business, ICT stands for Information and Communication Technology, which encompasses all technologies used to handle telecommunications, broadcast media, audio-visual processing and transmission systems, intelligent building management systems, and more.

Which of these is a key feature of a business website that helps customer service?

• Complex design

• Frequently Asked Questions (FAQ) section

• Daily blog posts

• Mandatory user registration

Answer explanation

A Frequently Asked Questions (FAQ) section is essential for customer service as it provides quick answers to common inquiries, reducing the need for direct contact and improving user experience.

How does offering a newsletter sign-up on a website benefit customer service?

• It increases website traffic

• It provides exclusive access to news and releases

• It reduces the need for customer support

• It guarantees higher sales

Answer explanation

Offering a newsletter sign-up provides exclusive access to news and releases, keeping customers informed and engaged. This enhances customer service by ensuring they receive timely updates directly.