1. Topic 1.4 Making the Start Up Effective Chapter 17 p90

2. Aim for today Consider the practicalities of making a business happen and ensuring that the start up is effective

3. But first for a game... The Business category game Teacher chooses a letter. Students must come up with items for the list beginning with the chosen letter

4. Round 1

5. Round 2

6. Making the start up effective In this unit we will learn about... Customer focus The marketing mix Limited liability Legal & tax issues On-time delivery Customer satisfaction Recruiting, training & motivating staff

7. Customer Focus

8. Task 1: Focusing on needs... How might the following businesses meet, anticipate & Identify meet customer needs? Tesco Thornton's Chocolate Next Consider how might they exceed them...

9. Customer Focus Businesses need customers to survive Customer needs must be satisfied otherwise they will not use a business Businesses must focus on Identifying customer needs Anticipating customer needs Meeting customer needs

10. A recent example... http://news.bbc.co.uk/1/hi/uk/8427400.stm Poor customer service... http://clipbank/espresso/clipbank/servlet/link?macro=setresour ce&template=vid&databaseType=cms&resourceID=94 Customer relationships http://clipbank/espresso/clipbank/servlet/link?macro=setresour ce&template=vid&databaseType=cms&resourceID=77

11. Task 2 Choose a company and create role plays about customer care. 1- Good customer care 2– Poor customer care 3– Indifferent customer care

12. Let’s look at some start up’s... http://news.bbc.co.uk/local/bristol/hi/tv_and_radio/newsid_78 94000/7894880.stm

13. Task 2 Complete the ‘Born In THE Storm’ worksheet You have 20 minutes

14. To finish customer care… Write a paragraph about why customer service is important. Include an explanation of how poor customer focus impacts on business. Give examples of companies known for good/poor customer service.