BUSINESS IN ACTION OUTCOME 2 HOW BUSINESSES SATISFY CUSTOMER NEEDS

1.

1 point

Quality Assurance involves

Checking the product for faults at each stage of the production process

Checking the product for faults at the end of the production process

Asking customers what they think of the product

Setting a level of quality that equals or matches the best of your competitors

2.

1 point

Which 2 of the following are ways in which you can reward regular customers?

Free phone help lines

Discounts on products

Providing a guarantee with products

Loyalty cards

3.

1 point

Desk research may contain bias

True

False

4.

1 point

Which 2 of the following are classes at Methods of Promotion

Internet pop-ups

Free Gifts given away with products

TV advert

Large billboard posters

Money off coupons

5.

1 point

Good customer service will (select 2)

Result in fewer sales

Build brand image and business reputation

Build customer loyalty

Lead to a fall in sales

6.

1 point

Which 2 of the following are disadvantages of TV Advertising?

Adverts can be targeted at a large national audience

Viewers may channel surf when the advertisements are showing

Use of sound and vision may make the product more appealing to potential customers

The message is short lived

7.

1 point

Which of these methods of field research enables you to gather the most detailed information

On line survey

Hall Test

Focus Group

Telephone Survey

8.

1 point

Which 2 of the following are sources of Desk Research?

Government publications and statistics

The results of a one to one questionnaire

Customer opinions based on a Hall Test

Articles in specialised trade journals

9.

1 point

Which 2 of the following apply to advertisements in Magazines?

Allows a business to target particular customers through specialist publications

This is a relatively cheap form of advertising

Colour adverts have a bigger impact

The advert will be seen by a captive audience

10.

1 point

The 4P's stands for

Product, Price, Place, Post

Promotion, Price, Plan, Place

Place, Price, Promotion, Production

Product, Price, Place, Promotion

Promoter, Price, Place, Preparation

11.

1 point

Which of the following best explains Channel of Distribution?

The way in which the good moves from the producer to reach the customer

The place where the customer purchases the product

The way in which the product is transported to the customer

12.

1 point

From the list below select 2 advantages of Field Research

Easy and usually inexpensive to obtain

The information gathered should exactly match your needs

The information is time consuming to collect

The information is reliable becuase you can trace the source of it

The information is quick and easy to obtain as it already exists

13.

1 point

Which Department has the responsibility of ensuring that Customers Needs are met?

Human Resources

Sales & Marketing

Finance

Operations

14.

1 point

Which of the following is the best method of transporting bulk goods from country to country?

Road

Air

Sea

Rail

15.

1 point

What do you understand by the term Quality Circle?

A group of Department managers who get together to discuss how they can improve quality in each Department of the business

A group of staff who get together on a regular basis to discuss improvements that could be made to the production process

A group of staff that get together on a regular basis to take part in team building activities

A group of staff that get together on a regular basis to discuss working conditions and pay

16.

1 point

Which 2 of the following apply to Desk Research?

This obtains Primary Information

This obtains Secondary Information

Information gathered is First Hand

Information gathered is Second Hand

17.

1 point

Which 2 of the following are ways of monitoring customer service levels?

E-mail help desk

Providing a guarantee

Customer comment cards

Mystery shopper

18.

1 point

Product is one of the 4P's of Marketing - which 2 of the following statements apply to "Product"?

What the product will be called

The amount that will be charged for the product

How the product is packaged

The path that the product takes in order to reach the customer

19.

1 point

Field research involves gathering Primary Information

True

False

20.

1 point

Which of the following would be the best method of distribution for perishable goods?

Road

Sea

Air

Rail