T1 Customer Needs

• Business
• Upper Secondary (Key Stage 4)
• GCSE

T1 Customer Needs

What is an example of a product?

1. A haircut
2. A smartphone
3. A yoga class
4. A legal consultation

Which statement best describes a service?

1. Involves physical attributes
2. Intangible and involves a customer interaction
3. Can be owned and stored
4. Requires assembly or production

What is a characteristic of a product?

1. Tangible and can be owned
2. Intangible and cannot be owned
3. Involves a direct interaction with the customer
4. Requires ongoing maintenance

How can a business like Ferrari suggest their products are 'good value'?

What impact can too much choice have on business efficiency?

1. Streamlined production process
2. Increased complexity and inventory management, therefore increased costs
3. Decreased operational costs
4. Reduced need for market research

How can offering too much choice affect customer satisfaction?

1. Reduces options for customers
2. Simplifies decision-making process for customers
3. Overwhelms and confuses customers
4. Boosts customer loyalty

“Current online takeaway food options and delivery experiences are sub-par. Customer choice is limited to restaurants that already provide a takeaway service, which tend to be on the lower end of the scale. Our mission is to bring the world’s best local restaurants to everyone’s home or office.
Deliveroo is transforming the way people think about food delivery by offering fast, transparent and reliable delivery from premium restaurants. We bring people high-quality local cuisine from the places that our customers know and love.”
1. Outline one way that Deliveroo provides customer convenience.

“Current online takeaway food options and delivery experiences are sub-par. Customer choice is limited to restaurants that already provide a takeaway service, which tend to be on the lower end of the scale. Our mission is to bring the world’s best local restaurants to everyone’s home or office.
Deliveroo is transforming the way people think about food delivery by offering fast, transparent and reliable delivery from premium restaurants. We bring people high-quality local cuisine from the places that our customers know and love.”
2. Analyse the type of customer Deliveroo is targeting with the service it provides.

What are some advantages (to both the business & customer) of using traditional methods of payment (cash, cheque etc)?

What are some disadvantages (to both the business & customer) of using traditional methods of payment (cash, cheque etc)?

What are some advantages (to both the business & customer) of using non-traditional methods of payment (PayPal, mobile etc)?

What are some disadvantages (to both the business & customer) of using non-traditional methods of payment (PayPal, mobile etc)?

Complete Theme 2 Task 1 on Google Classroom

Answers