Pearson Edexcel • Business 2016 NQF

P3:Investigate the reasons for a selected large business to have a brand strategy. B.P4 Explain, using examples, the branding of two contrasting products in a selected large business. Learning aim B: Review how branding is used by a selected business Learners will understand how branding and business strategies align, and how branding activities can be affected by internal and external factors. B1 Branding as part of business strategy • Brand strategy: o a long-term plan for the development...

*Distinction Graded* Unit 28 Branding: D1 - Evaluate the impact of branding on a selected large business.

*Certified Distinction Grade Work* Unit 28 Branding: M1 - Analyse the advantages and disadvantages of branding to a selected large business.

*Certified Distinction Grade Work* Unit 28 Branding:P2 - Explain how brands can be an asset to a selected large business. A2 Brand as an asset • Value of a brand: the total financial value of a brand. • Brand equity (positive and negative): the differential effect that knowing the brand name has on a customer’s response to the product and its marketing, the value of your brand beyond physical assets. • Customer equity: the value of customer relationships that a brand creates. • P...

*Distinction Graded* Unit 14 Investigating Customer Service: D3 -Demonstrate initiative in making high-quality justified recommendations to develop own communication and interpersonal skills to meet both customer and business needs btec business level 3 national diploma

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: M3 - Assess how the development plan may improve the performance of customer service skills. btec business level 3 national diploma

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P6 - Present a clear, effective development plan for own customer service skills. C3 Individual skills audit and development plan • Skills audit of customer service skills. • Personal SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to assess any gaps, e.g. interpersonal and communication skills – body language, listening skills, handling complaints, working with others. • Set objectives to meet ...

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 - Review own customer service skills, identifying gaps where improvements could be made. C2 Dealing with customer service requests and complaints • Customer service situations: o providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages o limitations of role and authority, keeping records o dealing with problems, handling complaints, reme...

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs in different situations. Learning aim C: Demonstrate customer service in different situations, using appropriate behaviours to meet expectations C1 Customer service skills and behaviours • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and...

*Distinction Graded* Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee