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Worksheetsiachieve Section 4 and 5
Total questions: 23
Worksheet time: 12mins
Why should companies provide good customer service? (select 2)
So they feel good about themselves
So the customers show loyalty and return to the business in future
So the business can gain more business through word of mouth by customers telling their friends and family of the business
So the customers are happy
How can businesses measure their customer service?
By asking the customers in person
By asking the customers to complete surveys or questionnaires
By using a customer service chart
Why do businesses measure customer service? (select all the one's you think matter)
To increase customer retention
To become even more competitive
To identify areas of strength and weakness in the business
To inform their planning for future development
Which are external influences that affect a business?
Gross Domestic Product - if interest rates increase then the business may not be able to expand by buying a new store
Interest Rates - because money is everything
Changes in trends - their business may not be appealing anymore
Levels of unemployment - if people aren't employed they wont have the money to shop at your business
Why does motivation matter in business?
Because a motivated workforce are less likely to do work
Because a motivated workforce are more likely to put in the effort for your business
Which motivational theorist said: "There are five hierarchies or levels that explain why people work. Staff want to meet survival needs by earning money, they need job security followed by social and self-esteem and self-fulfilment needs"
Maslow
Mayo
Mr Norris
Herzberg
What did Mayo state?
Interesting and challenging work will motivate staff
Access to information allows people to work
Better communication between managers and workers help to motivate
What else did Mayo state?
Greater manager involvement in employees lives helps motivate
Working alone is what motivates staff
Involvement in decision making helps motivate staff
What did Herzberg state?
Nothing
He stated that there are motivational and maintenance factors that effect employees
Working alone helps motivate workers
Herzberg says in his motivational factors "work needs to be interesting and challenging" what else does he state? (Select 2)
Team work makes the dream work
Access to information for staff helps motivate
Job security motivates
Sense of importance in the organisation helps motivate
Herzberg hygiene maintenance factors include:
Good working conditions
Taking staff out for staff meals
Good holidays for staff
Paid insurance and pensions
Which of these are included in Maslows hierarchy?
Self esteem
Working hard
Returning workers
Non safety in the workplace
Which 2 of these are included in Maslow's hierarchy?
Safety and Security
Love and belonging
Better communication between managers and workers
More group work
Physical resource external influences include
Are there employees in the area to work for the business if it grows
Where will their staff park
Can they find a suitable premises within their budget
Will the staff require training
Human resource external influences include
Where will staff park
What are the transport links like
Will staff require training
Are there suitable employees in the area for companies to employ
If VAT increases, what will businesses need to do?
Close down
Put their prices up but this could effect future business
increase staff wages
If the living wage goes up, what will businesses do?
Pay their staff less
Pay their staff more
Increase their prices
If a company is already paying staff above the hourly rate, what effect will this have on them if the minimum hourly wage increases?
Nothing
It may have no effect but the staff may ask for more money
They must pay their staff more anyway
A 0.25% decrease in interest rates - what effect will this have on business?
This would cut repayment costs that businesses have on any loans or overdrafts they have
This would increase the repayment costs that businesses have on any loans and overdrafts they have
Nothing will happen
What is a countries Gross Domestic Product (GDP)?
It measures the size of a country’s economy and how rich or poor they are
It measures the size of a country’s happiness
It measures the size of a country’s banks
Which of these are internal influences for a business select 2
Motivation
Experience
GDP
Tax rates
Which of these are external influences that effect a business - select 2
Qualifications
GDP
Staff
National living wage
What are the 4 keys that disney use for their customer service
Courtesy, Respect, Safety and Efficiency
Courtesy, being nice, Safety and Efficiency
Courtesy, show, Safety and Effectiveness
Courtesy, show, Safety and Efficiency
