This mock assessment is designed to support learners undertaking the Unit 7: Business Decision Making examination. The case study uses international business as a basis for applicable knowledge. Learners are encouraged to; Carry out financial calculations Conduct situational analysis (PESTLE, SWOT, Porter’s 5 Forces, 5C) Clearly recommend an option from the two given Extension - Conduct deeper research into the attitude towards mental health in Japan and Saudi Arabia and how this will affect the business decision making process.

This full lesson covers A3 Building Customer Relationships for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; Enhanced reputation of the business Repeat business Customer confidence in the business Job satisfaction of employees

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 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 interactive glossary supports learners studying business finance on programmes such as BTEC Level 3 Business.

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 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 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 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 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 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 B1 Brand Planning and Content for a Brand Activation Brief of BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; Brand activation plan for a brand activation brief, e.g.: o scope and parameters o target market o objectives o client and target market needs: – research and scoping – concept visuals and drafts – budget and timescales. • Brand activation content, e.g.: o logos and variants of these for different applications o websites o social media pages o applications o designs for associated merchandise, such as gaming chairs, t-shirts.

This full lesson covers A3: The Benefits and Limitations of Branding for an eSports Team for BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; differentiates from the competition and targets specific markets o increases customer/fan/follower engagement, market reach and sales o increases customer/fan/follower loyalty and customer/fan/follower advocates o can command premium prices/higher prices than non-branded products or services o reduces price sensitivity o increases value of the esports team o makes consumer choice and ability to recognise teams easier o strong brand awareness leads to high sales and high market share o increased power in the esports industry o brand portfolios allow esports teams to compete in many different marketplaces with a range of product lines or services. • Limitations of branding: o may take years to build a brand o high cost of promotion, keeping brand in the customers/fans/followers view o brands invite competition and copycats o high cost of research and development in ensuring brand continues to develop and lead the market Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers A2: Brands as Assets for eSports Teams for BTEC Level 3 eSports Unit 7: Producing an eSports Brand, including; 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 fan’s/follower’s/customer’s response to the brand and its marketing, the value of your brand beyond physical assets. • Customer equity: the value of customer/fan/follower relationships that a brand creates. • Protecting the brand: legal issues such as trademark registration, copyright, patent registration/IP (intellectual property) Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers A1: Principles of Branding an eSports Team for Unit 7: Producing an eSports Brand, including; • Branding: the elements that define the image, ethos and tone of an esports team and its associated products or services. • Brand: a characteristic name, symbol or shape that distinguishes a product or service from that of another esports team. • Brand portfolio: a collection of brands under the control of an esports team. • Types of brand: o esports team name and logo and variants of these for different applications and digital content, e.g. image-based, text-based or image and text based o product and product ranges, such as associated merchandise o people or persons, such as the gamers. • Use of branding: o new brands o brand extensions o sub-brands o product extension. • Target audiences for brands. • Consumers’/fans’/followers’ feelings about and connections with, a brand: o brand awareness and recognition of the brand o perceived qualities associated with the brand o loyalty to the brand. • Branding as part of the marketing mix (product, price, place, promotion, people, process and physical environment). • Esports teams including UK and globally based teams, e.g. Fnatic, Excel, London Royal Ravens, London Spitfire, Team Dignitas Images removed for copywrite reasons, you will need to add your own images e.g. business logos.