Xin Styles is a fashion retailer selling clothing and accessories using a pop-up shop.

What type of business is Xin Styles?

A - Goods-producing

B - Service-providing

(a)  

(a)   is a process that involves​ (b)   the target customers and creating products to satisfy customer needs and wants in ways that are better than competitors. Businesses do this by using the marketing​ (c)   , offering the right product at the right place and the right ​ (d)   and with the right promotion.

Home from Home is a serviced apartment business.

Which statements about Home from Home's competition are true and which are false?

In each case write T(true) or F(false) in the spaces provided.

A budget hotel is direct competition for Home from Home. -------( )

A cinema is direct competition for Home from Home --------------( )

A resort is indirect competition for Home from Home--------------( )

(a)  

Packaging is one aspect of a product. State three other aspects of a product.

(a)  

Describe what is meant by a target market?

(a)  

The figure shows the results of the market survey conducted by Home from Home.

State the main reason why customers stay at Home from Home

(a)  

State one likely need or want of leisure type of customer when staying at Home from Home.

(a)  

Which is the more suitable sales promotion method for Home from Home to use to attract more of these customers?

A - point-of-sale display

B - Price deals

(a)  

Identify the service industry for each of the following businesses.

Match the job to the industry.

Water Wonders has introduced a new product, birthday parties. There are three different types of birthday party packages available.

Which customer is more suited to this new product?

A - Families with young children

B - Business tourist

(a)  

Identify which examples are internal and which are external communication

The new wait staff at VH Catering are being trained in good verbal communication skills.

Which statement about good communication are true and which are false?

In each case, write T(true) or F(false) in the spaces provided.

Wait staff should speak clearly to customers----------------------( )

Wait staff should never change the tone of their voices----------( )

Wait staff should ask the customer questions---------------------( )

(a)  

The manager at VH Catering wants to talk to new wait staff about the importance of providing quality customer service.

Which is more suitable communication method for the manager to use?

A - face-to-face

B - telephone

(a)  

Orchard Sunrise is a department store located in Orchard Road, Singapore.

Identify four ways retail staff provide quality customer service.

Continue to stacking displays when a customer asks for help --------------( )

Explain to customers features of products displayed-------------------------( )

Greet customers when they enter the store------------------------------------( )

Offer customers alternative products-------------------------------------------( )

Offer customers an exchange for faulty products-----------------------------( )

Tell customers to choose product quickly---------------------------------------( )

(a)  

Which statements about department stores are true and which are false?

In each case, write T(true) or F(false) in the spaces provided.

Provide a wide variety of products----------------------------( )

Operate on one floor -------------------------------------------( )

Are located in a neighbourhood area-------------------------( )

(a)  

Coffee Journey is a coffee house in Singapore. It sells different types of coffee from around the world.

What type of business is Coffee Journey?

A - goods-producing

B - service-providing

(a)  

Coffee Journey ​ (a)   coffee in disposable paper cups. (b)   helps to protect the product against possible ​ (c)   and contamination. The cup is made from thick cardboard and a plastic lid. This makes it easier and ​ (d)   for staff and customers to hold. Coffee Journey is thinking of introducing reusable cups to meet ​ (e)   customer expectations.

​

Coffee Journey has conducted a survey of their customer groups.

Choose the customer group Coffee Journey has used in the result of Survey 1.

A - Age

B - Gender

C - Income

D - Occupation

E - Lifestyle

(a)  

Coffee Journey has conducted a survey of their customer groups.

Identify the largest target market for these customers.

(a)  

Coffee Journey has conducted a survey of their customer groups.

Choose the customer group Coffee Journey has used in the result of Survey 2.

A - Age

B - Gender

C - Income

D - Occupation

E - Lifestyle

(a)  

Coffee Journey has conducted a survey of their customer groups.

Identify the largest target market for these customers.

(a)  

Below is a part of Coffee Journey's menu.

Identify the pricing technique used for coffee.

(a)  

Below is a part of Coffee Journey's menu.

Identify the pricing technique used for tea.

(a)  

Singapore Stories is a museum in Singapore.

What type of travel and tourism business is Singapore Stories.

A - Travel agency

B - Tourist attraction

(a)  

Singapore Stories provides a number of products to its customers.

Identify the following products are goods, services or a combination of both

There is a new national museum opening in Singapore.

What type of competition is the new museum to Singapore Stories?

A - Direct competition

B - Indirect competition

(a)  

Yoon Wah works at Singapore Stories. A conversation between Yoon Wah and a customer is given in Fig. 4.

Circle the type of communication being used.

A - Internal

B - External

(a)  

State four verbal communication skills shown in Fig.4.

Yoon Wah answers with three rings----------------------( )

Yoon Wah asks questions---------------------------------( )

Yoon Wah clarifies customer request--------------------( )

Yoon Wah empathises with customer--------------------( )

Yoon Wah interrupts customers--------------------------( )

Yoon Wah listens to customer----------------------------( )

(a)  

George has completed a diploma and wants to start a career in the hospitality industry.

He has applied for job at Fernhill Hotel as a receptionist.

Identify four ways George should dress for his interview to show good personal grooming.

Have a neat haircut----------------------------( )

Have short and clean nails -------------------( )

Wear a shirt and tie----------------------------( )

Wear strong aftershave-----------------------( )

Wear polished shoes---------------------------( )

Wear sunglasses--------------------------------( )

(a)  

George was successful at the interview and is now working as a receptionist at Fernhill Hotel.

The job required George to communicate using different methods when serving customers.

Identify the method of communication George is using in the following tasks.

Fernhill Hotel uses the marketing mix to its customers' needs.

Match each description and the correct P of the marketing mix.