The sales process and customer service

Which of the following is a stage of the product life cycle?

Select one answer.

Figure 1 shows a monthly bar gate stock graph for a business.

Which one of the following is the earliest date that the buffer stock level is reached in Figure 1?

Select one answer.

Explain one benefit to a business of providing good customer service.

Explain one impact a pressure group may have on the marketing mix of a business.

Which two of the following are services?

Select two answers.

Which two of the following are elements of the sales process?

Select two answers.

Table 1 contains information about a new piece of machinery purchased by a business.

Using the information in Table 1, calculate the average rate of return. You are advised to show your workings.

Explain one benefit to a business of employing people on flexible hours contracts.

Explain one benefit to a business from using product trials to promote a product.

Which two of the following documents would be sent to a business by a person when applying for a job?

Select two answers.

Which two of the following are stages in the sales process?

Select two answers.

Table 1 contains information about a machine that a business is considering purchasing.

Using the information in Table 1, calculate the average rate of return for the machine.

Explain one method a business could use to improve the quality of its products.

Explain one disadvantage to a business of having a flat organisational structure.

In the Source Booklet, look at Figure 3 and read Extract A, then answer Questions 4, 5 and 6.

Outline one possible method, other than faster delivery, that Ocado could use to differentiate its service.

Analyse the benefit to Ocado of good customer service.

In the Source Booklet, look at Figure 4 and read Extract B, then answer Question 7.

Give one stage of the sales process.

Figure 5 shows the market share for each company in the virtual reality headset market in 2018 and 2019.

(Source: adapted from https://www.statista.com/statistics/755645/ global-vr-device-market-share-by-vendor/)

Using Figure 5, identify the company that left the virtual reality headset market in 2019.

Outline one advantage to Facebook of becoming a public limited company (plc).

In order to increase its profit, Facebook is considering two options:

Option 1: grow internally

Option 2: grow externally.

Justify which one of these two options Facebook should choose to increase its profit.

Evaluate the impact on Facebook of its decision to allow its employees to use remote working from home. You should use the information provided as well as your knowledge of business.

Which one of the following is a stage in the sales process?

Select one answer.

Figure 2 shows a business’ sales revenue from each of its four locations in South Yorkshire in 2020.

Using the information in Figure 2, calculate the average sales revenue for this business in 2020. You are advised to show your workings.

Explain one method that a business could use to reduce its environmental impact.

Explain one method that a business could use to extend the life cycle of one of its products.

Discuss the impact on a company of using retained profit as a source of finance for expansion.

Figure 1 shows the organisational structure of a business.

Which one of the following organisational structures is shown in Figure 1?

Employees Employees Employees Employees Employees

Figure 1

Select one answer.

Which one of the following documents states the qualities an employer is looking for in a new employee?

Select one answer.

Explain one impact that a pressure group can have on a business.

Explain one disadvantage to a business of having poor customer service.

Procurement involves a business having a strong relationship with which one of the following stakeholder groups?

Select one answer.

Figure 2 shows the market share of each business in a market.

Using the information in Figure 2, calculate the market share of Business E. You are advised to show your workings.

Explain one reason why having a post-sales service may be important to a business.

Explain one impact on a business from reducing the size of its workforce.

Discuss the disadvantage to a business of using a just in time (JIT) system of stock control.

Which one of the following is a stage in the sales process?

Select one answer.

In 2018 a business sold three products, X, Y and Z. Figure 1 shows the sales revenue generated for each of these products.

Sales revenue for products X, Y and Z in 2018

Using the information in Figure 1, calculate, to 2 decimal places, the percentage of total sales revenue made by product X in 2018. You are advised to show your workings.

Explain one drawback to a business from differentiating its product.

Explain one impact on a business from increased globalisation.

Discuss the impact on a business of becoming a public limited company (plc).

Outline one benefit to KFC of using batch production in its restaurants.

Analyse the impact on KFC of providing poor customer service.

State one job role that may be found in a fast food outlet such as KFC.

Outline one benefit to KFC of using social media to interact with its customers.

In order to regain its lost market share, KFC considered two options:

Option 1: lower prices

Option 2: use viral advertising.

Justify which one of these two options KFC should choose.

Give one stage of the sales process.

Using the information in Figure 2, identify the UK supermarket with a larger market share than Sainsbury’s.

Outline one advantage to Sainsbury’s of improving its customer service.

In order to improve the motivation of its shop floor employees, Sainsbury’s is considering two options:

Option 1: retraining

Option 2: increase wages.

Justify which one of these two options Sainsbury’s should choose.

Evaluate the likely impact on Sainsbury’s of replacing Fairtrade with its own Fairly Traded scheme. You should use the information provided as well as your knowledge of business.