This full lesson covers B3 Brand Activation Techniques for BTEC Level 3 eSports Unit 3: Producing an eSports Brand, including; Styling, presentation, art direction, immersive experiences. • Product segmentation: by theme, promotion, event and season; across the team and its online and offline merchandise. • Approach: themes/stories, co-ordination, colour/style blocks, complementary/ contrasting colours, repetition, mirror imaging and triangular formulation, focal points, branding/signage, mass display, micro-merchandising, demonstrations, fresh and relevant products and applications. • Imaging and online content: photography, lighting, text, image manipulation Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers B2 Spaces for Brand Activation for BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; Spaces for online merchandising, e.g.: o digital online pop-ups, applications o YouTube® adverts o television adverts on specialist channels o esports personality advertising o social media advertising o sponsorship of events/tournaments o sponsorship of associated merchandise, such as avatars. • Spaces for offline merchandising Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers B4: Communication Practice for Brand Activation for BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; • Brand activation: o images o experiential o formal elements o typography o materials o textures o lighting o scale o use of branding o signage. • Non-visual communication, e.g. sound and music, atmosphere and interaction. • Positioning and visibility, e.g.: o online placement: above the fold, landing page or websites and applications, consistency, accessibility, hierarchy, tournament/event spaces o composition – vertical or horizontal. • Ethical considerations, e.g. inclusivity, accessibility, age, vulnerable people, consent. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This lesson covers C1 Design Creation of BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; Brand activation process, e.g. modelling of products/applications and prototyping, testing and feedback, revision and refinement, production.

This full lesson covers C3 Production Techniques and Processes for BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; • Media: o digital, e.g. images, colours, typography, videos, graphics, sound o physical associated merchandise fabric, design, ready-made objects. • Methods of creation: o design software, e.g. InDesign®, Photoshop®, vector images, Raptor o multimedia software: video, interaction o printing processes o media and material manipulation. • Design and brand protection, e.g. copyright, trademarks, registration. • Produce branded mock-ups of digital content: o apply principles of branding and style guide to produce digital branding for your defined audience o consider logo placement and positioning. • Design associated branded merchandise: o appeal to target market o consider logo placement and positioning. • Self-reflection and feedback from target market and whether this has met objectives, market and team needs

This full lesson covers BTEC Level 3 eSports Unit 1: Introduction to eSports A1 Organisation and Structure of UK eSports, including; • Definition of esports and its classification under UK law. • Involvement of the UK Government, e.g. Department for Digital, Culture, Media & Sport (DCMS). • British Esports Association. • Esports and the wider video game industry. • The Association for UK Interactive Entertainment (Ukie). • The National University Esports League (NUEL). • National Student Esports (NSE). • Commercial versus not-for-profit organisations. • Tournament organisers, e.g. ESL, Gfinity, epic.LAN, GAME/Insomnia Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers C2 Media and Materials for BTEC Level 3 eSports Unit 3: Producing an eSports Brand, including; o digital: images, colours, typography, video, graphics, sound o physical: card, plastic, fabric, paper, metal, ready-made objects

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service A4 Customer Legislation and Regulation, including; Industry and sector-specific codes of practice, ethical issues and standards. • Implications for the business of not meeting all legal and regulatory requirements, including consumer protection, distance selling, sale of goods, health and safety, data protection, equal opportunities.

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service A2 Customer Expectations/Satisfaction Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers A1: Meaning, Purpose and Terminology of the Law for Unit 23: The English Legal System for the Level 3 BTEC programme, including; Rights and duties, law and morality, law and rules. • Purpose of law, e.g. protection, upholding rights, maintaining order, delivering justice, evaluation of effectiveness of the legal system. • Differences between criminal law and civil law, purpose, remedies, punishment, parties to an action, standard of proof in criminal and civil cases. • Specific terminology used in civil and criminal cases, case names, current cases, having an impact on business

This full lesson covers A1 Customer Service in Business for Unit 14: Investigating Customer Service, including; • Definition of customer service. • Customer service roles and importance of teamwork. • Importance of following organisational rules and procedures. • Different approaches to customer service across industries need different skills and knowledge, such as: o retail shops selling tangible goods, need for detailed product knowledge and effective selling skills o offices, such as those offering a non-tangible service, either face-to-face with customers, online, written or telephone customer contact o contact centres with telephone contact with customers, time limitations o hospitality industry, such as serving skills for food or drinks Underlined sections of the slides are links to media such as videos.

This full lesson covers B2: Indicators of Improved Performance for Unit 14: Investigating Customer Service, including; Reduction in numbers of complaints. • Increase in profits. • Reduction in turnover of staff. • Repeat business from loyal customers.

This full lesson covers B1 Monitoring and Evaluating Customer Service Provision for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; Using research from customers to identify improvements and monitor complaints. • Monitoring using: o customer profiles, data, e.g. types of customer, products or services provided, customer care and service o sources of information, e.g. customers, colleagues, management o methods, e.g. questionnaires, comment cards, quality circles, suggestion boxes, staff surveys, mystery shoppers, recording and sharing information. • Evaluating customer service, including: o analyse responses, e.g. level of customer satisfaction, quality of product or service, meeting regulatory requirements, balancing cost and benefits o planning for change, resolving problems/complaints.

This full lesson covers C1 Customer Service Skills and Behaviours for Unit 14: Investigating Customer Service, including; • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and closed questions, using the telephone o non-verbal, e.g. sign and body language, listening skills o barriers to communication. • Interpersonal skills: o personal presentation approach, e.g. attitude, behaviour, hygiene, personality, conversation skills, giving a consistent and reliable response. • Behaviours, e.g. being positive, offering assistance, showing respect.

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service C3 Skills Audit and Development Plan, including; Skills audit of customer service skills. • Personal SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to assess any gaps • Set objectives to meet skills development goals for a specified customer services role by: o identifying resources and available support needed to meet the objectives o setting review dates o monitoring the plan to assess progress against targets.