This full lesson covers C1 Statistical Analysis and Interpretation of Primary/Secondary Research, including; Data analysis/interpretation: arithmetic mean, mode, median range and interquartile range standard deviation time series scatter diagrams and trends. Interpretation of secondary research. 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 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 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.

This full lesson covers B1 Management and Leadership Styles of Unit 6: Principles of Management, including; Autocratic. • Democratic/participative. • Paternalistic. • Laissez-faire. • Transactional. • Transformational. • Charismatic The lesson includes links to external media and several tasks, including case study activities.

This full lesson covers C1 of Unit 6: Principles of Management on the BTEC Level 3 Business programme. Areas covered include; Human resources as a factor of production. • Labour market analyses. • Forecasting labour demand. • Sources of information available to conduct labour market analyses. • The link between business planning and human resources. • The impact of globalisation on human resource planning.

This full lesson covers C2 Customer Service Requests and Complaints for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; 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, remedial measures, emergency situations, organisational policy.

This full lesson covers C2 of Unit 17: Digital Marketing. Areas covered include; Marketing objectives Integration into the marketing and promotional mixes Anticipated returns The lesson is highly practical and revolves around a brand new fitness brand. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers A2 of Unit 22: Market Research. The lesson explores; Qualitative and Quantitative data Primary research Secondary research Internal sources of information External sources of information The lesson contains several links to external media and tasks to engage learners. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This lesson covers A1 Purpose of Market Research for Unit 22: Market Research. The lesson covers the following; Understanding customer behaviour Determining buying trends Investigating brand/advertising awareness Aiding new product development Investigating feasibility of entry into new markets The lesson contains links to external media and several tasks to engage learners. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers D4 of Unit 6: Principles of Management, including the following areas; Purpose of performance appraisal: o to set individual and group targets o to assess individual and group performance o to provide employee feedback o to identify training needs. • Types of appraisal: o self-assessment o management by objectives o ratings scales o 360° appraisal. • Impact of performance appraisal

This full lesson covers A3 of Unit 17: Digital Marketing. The lesson includes; Personal computers Smartphones Tablets Games consoles Learners will explore how these devices deliver digital communication to their target audience, the pros and cons of each and more. The lesson contains several tasks and links to external media to engage learners. The lesson concludes with a large group task where learners have to devise a strategy for a new Batman movie. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers C1 of Unit 17: Digital Marketing. The lesson is highly practical and is centered around a new fitness clothing brand. Areas covered include; Setting objectives Target segment Brand persona Competition Resource identification Implementation planning and testing Measurement against targets Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers B3 of Unit 17: Digital Marketing. Areas covered include; Cost per Mile/1000 (CPM) Cost per Click (CPC) Cost per Engagement (CPE) Cost per View (CPV) Fixed Cost The lesson contains links to external media and several tasks to engage learning. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers B2 of Unit 17: Digital Marketing. The lesson centers around a wooden furniture business case study. Areas covered include; Digital Strategies to Meet Set Objectives Content Marketing (Relevance/Pressure to Keep Refreshed) Paid search advertising Search engine optimisation (SEO) Social media marketing Video marketing/Vlogging Email marketing Mobile applications (apps) QR codes Responsive website design The lesson contains links to external media and several tasks to engage learners. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers D3 of Unit 6: Principles of Management. Areas covered include; • The purpose of training needs analysis. • Types of training: o internal/external o on-the-job/off-the-job o mentoring o coaching. • Effectiveness of training.

This full lesson covers D2 Techniques to Meet Skill Requirements for Unit 6: Principles of Management. The lesson includes; • Recruitment. • Upskilling/reskilling/training. • Outsourcing. • Changing job roles. • Restructuring

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 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.