31:I[196793,["/_next/static/chunks/3agw6ysbnq7i6.js?dpl=nogit-1790487324","/_next/static/chunks/0p4rexedanx97.js?dpl=nogit-1790487324","/_next/static/chunks/2epfhfe5im7r6.js?dpl=nogit-1790487324","/_next/static/chunks/176p1wltq5_f6.js?dpl=nogit-1790487324","/_next/static/chunks/1f95q9c4h-8pl.js?dpl=nogit-1790487324","/_next/static/chunks/0u008gt6051u7.js?dpl=nogit-1790487324","/_next/static/chunks/1odwrcl12kfnl.js?dpl=nogit-1790487324","/_next/static/chunks/0zkcxwtbsqliz.js?dpl=nogit-1790487324","/_next/static/chunks/2u46tugibrk1v.js?dpl=nogit-1790487324","/_next/static/chunks/3ao1re0xmmur_.js?dpl=nogit-1790487324","/_next/static/chunks/03q735zs9dbpu.js?dpl=nogit-1790487324","/_next/static/chunks/3r5hh4t0jf4es.js?dpl=nogit-1790487324","/_next/static/chunks/3ht89vb0p09bm.js?dpl=nogit-1790487324","/_next/static/chunks/3ml3vooxhiupb.js?dpl=nogit-1790487324","/_next/static/chunks/12xoy6h_w_le6.js?dpl=nogit-1790487324","/_next/static/chunks/3jpl-42mbad5n.js?dpl=nogit-1790487324","/_next/static/chunks/2os7nxouq91eq.js?dpl=nogit-1790487324","/_next/static/chunks/3ocoqwe4aht_u.js?dpl=nogit-1790487324","/_next/static/chunks/330aj5rw-3o2w.js?dpl=nogit-1790487324","/_next/static/chunks/1h4wccj42vygd.js?dpl=nogit-1790487324","/_next/static/chunks/3xa2z7fbv2riw.js?dpl=nogit-1790487324","/_next/static/chunks/14kf-an-d2n-e.js?dpl=nogit-1790487324","/_next/static/chunks/381o-754ev9ia.js?dpl=nogit-1790487324","/_next/static/chunks/2th820ily21xq.js?dpl=nogit-1790487324","/_next/static/chunks/0v4byuex1x38h.js?dpl=nogit-1790487324","/_next/static/chunks/3kom3ps_bn2q6.js?dpl=nogit-1790487324","/_next/static/chunks/1x_yxljsdq0vl.js?dpl=nogit-1790487324","/_next/static/chunks/1xkpwfqqdrdio.js?dpl=nogit-1790487324","/_next/static/chunks/0k-y_4mcfub-p.js?dpl=nogit-1790487324","/_next/static/chunks/2dx-vzwyw9a3g.js?dpl=nogit-1790487324","/_next/static/chunks/2mv9l1xl_aa4j.js?dpl=nogit-1790487324","/_next/static/chunks/3dcuhw7_p-nlv.js?dpl=nogit-1790487324","/_next/static/chunks/04zr-wqafvwoa.js?dpl=nogit-1790487324","/_next/static/chunks/1ku-vdy4ggo41.js?dpl=nogit-1790487324","/_next/static/chunks/2a4uxh-kqx1wo.js?dpl=nogit-1790487324","/_next/static/chunks/2-3hvjs177r4z.js?dpl=nogit-1790487324","/_next/static/chunks/0llqhg6-bxn_b.js?dpl=nogit-1790487324","/_next/static/chunks/1bk9uc585_s3d.js?dpl=nogit-1790487324","/_next/static/chunks/1pp_uf_jx5j9r.js?dpl=nogit-1790487324","/_next/static/chunks/1s6j_7_p0ugo9.js?dpl=nogit-1790487324","/_next/static/chunks/2vg15qyptj-oc.js?dpl=nogit-1790487324","/_next/static/chunks/2b6r02yb2zswo.js?dpl=nogit-1790487324","/_next/static/chunks/12mv6p8rwcl5o.js?dpl=nogit-1790487324","/_next/static/chunks/422ba61wql3d7.js?dpl=nogit-1790487324","/_next/static/chunks/2opkuzmjw8cxb.js?dpl=nogit-1790487324","/_next/static/chunks/34ux0fo6f-rm8.js?dpl=nogit-1790487324","/_next/static/chunks/3h4suq-9gmzwh.js?dpl=nogit-1790487324","/_next/static/chunks/0rt2_go1it43r.js?dpl=nogit-1790487324","/_next/static/chunks/0v5zhouho0zlq.js?dpl=nogit-1790487324","/_next/static/chunks/1gtlwpzgzi12z.js?dpl=nogit-1790487324","/_next/static/chunks/2zwoemojbdlmi.js?dpl=nogit-1790487324","/_next/static/chunks/2y341-r8ncizo.js?dpl=nogit-1790487324","/_next/static/chunks/3jzaxe43n3e1e.js?dpl=nogit-1790487324","/_next/static/chunks/3xz_lj7nwz2k-.js?dpl=nogit-1790487324","/_next/static/chunks/0zg1om_k0m5zv.js?dpl=nogit-1790487324","/_next/static/chunks/1lsxkfxy262n-.js?dpl=nogit-1790487324","/_next/static/chunks/1ksyn9m68446d.js?dpl=nogit-1790487324","/_next/static/chunks/2tgvlfspjb-j8.js?dpl=nogit-1790487324","/_next/static/chunks/0pdzmybpnr872.js?dpl=nogit-1790487324","/_next/static/chunks/1zt4k83kx3bkw.js?dpl=nogit-1790487324","/_next/static/chunks/200x0be4hbjpj.js?dpl=nogit-1790487324","/_next/static/chunks/35bn8r0ao86_s.js?dpl=nogit-1790487324","/_next/static/chunks/3wqp-h5xnebw9.js?dpl=nogit-1790487324","/_next/static/chunks/120-bka6zq5lp.js?dpl=nogit-1790487324","/_next/static/chunks/30dopbgd1dkf9.js?dpl=nogit-1790487324","/_next/static/chunks/43ajf4ofaeu5y.js?dpl=nogit-1790487324"],"Gingerbread"] 33:I[647935,["/_next/static/chunks/3agw6ysbnq7i6.js?dpl=nogit-1790487324","/_next/static/chunks/0p4rexedanx97.js?dpl=nogit-1790487324","/_next/static/chunks/2epfhfe5im7r6.js?dpl=nogit-1790487324","/_next/static/chunks/176p1wltq5_f6.js?dpl=nogit-1790487324","/_next/static/chunks/1f95q9c4h-8pl.js?dpl=nogit-1790487324","/_next/static/chunks/0u008gt6051u7.js?dpl=nogit-1790487324","/_next/static/chunks/1odwrcl12kfnl.js?dpl=nogit-1790487324","/_next/static/chunks/0zkcxwtbsqliz.js?dpl=nogit-1790487324","/_next/static/chunks/2u46tugibrk1v.js?dpl=nogit-1790487324","/_next/static/chunks/3ao1re0xmmur_.js?dpl=nogit-1790487324","/_next/static/chunks/03q735zs9dbpu.js?dpl=nogit-1790487324","/_next/static/chunks/3r5hh4t0jf4es.js?dpl=nogit-1790487324","/_next/static/chunks/3ht89vb0p09bm.js?dpl=nogit-1790487324","/_next/static/chunks/3ml3vooxhiupb.js?dpl=nogit-1790487324","/_next/static/chunks/12xoy6h_w_le6.js?dpl=nogit-1790487324","/_next/static/chunks/3jpl-42mbad5n.js?dpl=nogit-1790487324","/_next/static/chunks/2os7nxouq91eq.js?dpl=nogit-1790487324","/_next/static/chunks/3ocoqwe4aht_u.js?dpl=nogit-1790487324","/_next/static/chunks/330aj5rw-3o2w.js?dpl=nogit-1790487324","/_next/static/chunks/1h4wccj42vygd.js?dpl=nogit-1790487324","/_next/static/chunks/3xa2z7fbv2riw.js?dpl=nogit-1790487324","/_next/static/chunks/14kf-an-d2n-e.js?dpl=nogit-1790487324","/_next/static/chunks/381o-754ev9ia.js?dpl=nogit-1790487324","/_next/static/chunks/2th820ily21xq.js?dpl=nogit-1790487324","/_next/static/chunks/0v4byuex1x38h.js?dpl=nogit-1790487324","/_next/static/chunks/3kom3ps_bn2q6.js?dpl=nogit-1790487324","/_next/static/chunks/1x_yxljsdq0vl.js?dpl=nogit-1790487324","/_next/static/chunks/1xkpwfqqdrdio.js?dpl=nogit-1790487324","/_next/static/chunks/0k-y_4mcfub-p.js?dpl=nogit-1790487324","/_next/static/chunks/2dx-vzwyw9a3g.js?dpl=nogit-1790487324","/_next/static/chunks/2mv9l1xl_aa4j.js?dpl=nogit-1790487324","/_next/static/chunks/3dcuhw7_p-nlv.js?dpl=nogit-1790487324","/_next/static/chunks/04zr-wqafvwoa.js?dpl=nogit-1790487324","/_next/static/chunks/1ku-vdy4ggo41.js?dpl=nogit-1790487324","/_next/static/chunks/2a4uxh-kqx1wo.js?dpl=nogit-1790487324","/_next/static/chunks/2-3hvjs177r4z.js?dpl=nogit-1790487324","/_next/static/chunks/0llqhg6-bxn_b.js?dpl=nogit-1790487324","/_next/static/chunks/1bk9uc585_s3d.js?dpl=nogit-1790487324","/_next/static/chunks/1pp_uf_jx5j9r.js?dpl=nogit-1790487324","/_next/static/chunks/1s6j_7_p0ugo9.js?dpl=nogit-1790487324","/_next/static/chunks/2vg15qyptj-oc.js?dpl=nogit-1790487324","/_next/static/chunks/2b6r02yb2zswo.js?dpl=nogit-1790487324","/_next/static/chunks/12mv6p8rwcl5o.js?dpl=nogit-1790487324","/_next/static/chunks/422ba61wql3d7.js?dpl=nogit-1790487324","/_next/static/chunks/2opkuzmjw8cxb.js?dpl=nogit-1790487324","/_next/static/chunks/34ux0fo6f-rm8.js?dpl=nogit-1790487324","/_next/static/chunks/3h4suq-9gmzwh.js?dpl=nogit-1790487324","/_next/static/chunks/0rt2_go1it43r.js?dpl=nogit-1790487324","/_next/static/chunks/0v5zhouho0zlq.js?dpl=nogit-1790487324","/_next/static/chunks/1gtlwpzgzi12z.js?dpl=nogit-1790487324","/_next/static/chunks/2zwoemojbdlmi.js?dpl=nogit-1790487324","/_next/static/chunks/2y341-r8ncizo.js?dpl=nogit-1790487324","/_next/static/chunks/3jzaxe43n3e1e.js?dpl=nogit-1790487324","/_next/static/chunks/3xz_lj7nwz2k-.js?dpl=nogit-1790487324","/_next/static/chunks/0zg1om_k0m5zv.js?dpl=nogit-1790487324","/_next/static/chunks/1lsxkfxy262n-.js?dpl=nogit-1790487324","/_next/static/chunks/1ksyn9m68446d.js?dpl=nogit-1790487324","/_next/static/chunks/2tgvlfspjb-j8.js?dpl=nogit-1790487324","/_next/static/chunks/0pdzmybpnr872.js?dpl=nogit-1790487324","/_next/static/chunks/1zt4k83kx3bkw.js?dpl=nogit-1790487324","/_next/static/chunks/200x0be4hbjpj.js?dpl=nogit-1790487324","/_next/static/chunks/35bn8r0ao86_s.js?dpl=nogit-1790487324","/_next/static/chunks/3wqp-h5xnebw9.js?dpl=nogit-1790487324","/_next/static/chunks/120-bka6zq5lp.js?dpl=nogit-1790487324","/_next/static/chunks/30dopbgd1dkf9.js?dpl=nogit-1790487324","/_next/static/chunks/43ajf4ofaeu5y.js?dpl=nogit-1790487324"],"RecordResourceResume"] 34:I[830476,["/_next/static/chunks/3agw6ysbnq7i6.js?dpl=nogit-1790487324","/_next/static/chunks/0p4rexedanx97.js?dpl=nogit-1790487324","/_next/static/chunks/2epfhfe5im7r6.js?dpl=nogit-1790487324","/_next/static/chunks/176p1wltq5_f6.js?dpl=nogit-1790487324","/_next/static/chunks/1f95q9c4h-8pl.js?dpl=nogit-1790487324","/_next/static/chunks/0u008gt6051u7.js?dpl=nogit-1790487324","/_next/static/chunks/1odwrcl12kfnl.js?dpl=nogit-1790487324","/_next/static/chunks/0zkcxwtbsqliz.js?dpl=nogit-1790487324","/_next/static/chunks/2u46tugibrk1v.js?dpl=nogit-1790487324","/_next/static/chunks/3ao1re0xmmur_.js?dpl=nogit-1790487324","/_next/static/chunks/03q735zs9dbpu.js?dpl=nogit-1790487324","/_next/static/chunks/3r5hh4t0jf4es.js?dpl=nogit-1790487324","/_next/static/chunks/3ht89vb0p09bm.js?dpl=nogit-1790487324","/_next/static/chunks/3ml3vooxhiupb.js?dpl=nogit-1790487324","/_next/static/chunks/12xoy6h_w_le6.js?dpl=nogit-1790487324","/_next/static/chunks/3jpl-42mbad5n.js?dpl=nogit-1790487324","/_next/static/chunks/2os7nxouq91eq.js?dpl=nogit-1790487324","/_next/static/chunks/3ocoqwe4aht_u.js?dpl=nogit-1790487324","/_next/static/chunks/330aj5rw-3o2w.js?dpl=nogit-1790487324","/_next/static/chunks/1h4wccj42vygd.js?dpl=nogit-1790487324","/_next/static/chunks/3xa2z7fbv2riw.js?dpl=nogit-1790487324","/_next/static/chunks/14kf-an-d2n-e.js?dpl=nogit-1790487324","/_next/static/chunks/381o-754ev9ia.js?dpl=nogit-1790487324","/_next/static/chunks/2th820ily21xq.js?dpl=nogit-1790487324","/_next/static/chunks/0v4byuex1x38h.js?dpl=nogit-1790487324","/_next/static/chunks/3kom3ps_bn2q6.js?dpl=nogit-1790487324","/_next/static/chunks/1x_yxljsdq0vl.js?dpl=nogit-1790487324","/_next/static/chunks/1xkpwfqqdrdio.js?dpl=nogit-1790487324","/_next/static/chunks/0k-y_4mcfub-p.js?dpl=nogit-1790487324","/_next/static/chunks/2dx-vzwyw9a3g.js?dpl=nogit-1790487324","/_next/static/chunks/2mv9l1xl_aa4j.js?dpl=nogit-1790487324","/_next/static/chunks/3dcuhw7_p-nlv.js?dpl=nogit-1790487324","/_next/static/chunks/04zr-wqafvwoa.js?dpl=nogit-1790487324","/_next/static/chunks/1ku-vdy4ggo41.js?dpl=nogit-1790487324","/_next/static/chunks/2a4uxh-kqx1wo.js?dpl=nogit-1790487324","/_next/static/chunks/2-3hvjs177r4z.js?dpl=nogit-1790487324","/_next/static/chunks/0llqhg6-bxn_b.js?dpl=nogit-1790487324","/_next/static/chunks/1bk9uc585_s3d.js?dpl=nogit-1790487324","/_next/static/chunks/1pp_uf_jx5j9r.js?dpl=nogit-1790487324","/_next/static/chunks/1s6j_7_p0ugo9.js?dpl=nogit-1790487324","/_next/static/chunks/2vg15qyptj-oc.js?dpl=nogit-1790487324","/_next/static/chunks/2b6r02yb2zswo.js?dpl=nogit-1790487324","/_next/static/chunks/12mv6p8rwcl5o.js?dpl=nogit-1790487324","/_next/static/chunks/422ba61wql3d7.js?dpl=nogit-1790487324","/_next/static/chunks/2opkuzmjw8cxb.js?dpl=nogit-1790487324","/_next/static/chunks/34ux0fo6f-rm8.js?dpl=nogit-1790487324","/_next/static/chunks/3h4suq-9gmzwh.js?dpl=nogit-1790487324","/_next/static/chunks/0rt2_go1it43r.js?dpl=nogit-1790487324","/_next/static/chunks/0v5zhouho0zlq.js?dpl=nogit-1790487324","/_next/static/chunks/1gtlwpzgzi12z.js?dpl=nogit-1790487324","/_next/static/chunks/2zwoemojbdlmi.js?dpl=nogit-1790487324","/_next/static/chunks/2y341-r8ncizo.js?dpl=nogit-1790487324","/_next/static/chunks/3jzaxe43n3e1e.js?dpl=nogit-1790487324","/_next/static/chunks/3xz_lj7nwz2k-.js?dpl=nogit-1790487324","/_next/static/chunks/0zg1om_k0m5zv.js?dpl=nogit-1790487324","/_next/static/chunks/1lsxkfxy262n-.js?dpl=nogit-1790487324","/_next/static/chunks/1ksyn9m68446d.js?dpl=nogit-1790487324","/_next/static/chunks/2tgvlfspjb-j8.js?dpl=nogit-1790487324","/_next/static/chunks/0pdzmybpnr872.js?dpl=nogit-1790487324","/_next/static/chunks/1zt4k83kx3bkw.js?dpl=nogit-1790487324","/_next/static/chunks/200x0be4hbjpj.js?dpl=nogit-1790487324","/_next/static/chunks/35bn8r0ao86_s.js?dpl=nogit-1790487324","/_next/static/chunks/3wqp-h5xnebw9.js?dpl=nogit-1790487324","/_next/static/chunks/120-bka6zq5lp.js?dpl=nogit-1790487324","/_next/static/chunks/30dopbgd1dkf9.js?dpl=nogit-1790487324","/_next/static/chunks/43ajf4ofaeu5y.js?dpl=nogit-1790487324"],"FlashcardAccessBranch"] 35:I[315438,["/_next/static/chunks/3agw6ysbnq7i6.js?dpl=nogit-1790487324","/_next/static/chunks/0p4rexedanx97.js?dpl=nogit-1790487324","/_next/static/chunks/2epfhfe5im7r6.js?dpl=nogit-1790487324","/_next/static/chunks/176p1wltq5_f6.js?dpl=nogit-1790487324","/_next/static/chunks/1f95q9c4h-8pl.js?dpl=nogit-1790487324","/_next/static/chunks/0u008gt6051u7.js?dpl=nogit-1790487324","/_next/static/chunks/1odwrcl12kfnl.js?dpl=nogit-1790487324","/_next/static/chunks/0zkcxwtbsqliz.js?dpl=nogit-1790487324","/_next/static/chunks/2u46tugibrk1v.js?dpl=nogit-1790487324","/_next/static/chunks/3ao1re0xmmur_.js?dpl=nogit-1790487324","/_next/static/chunks/03q735zs9dbpu.js?dpl=nogit-1790487324","/_next/static/chunks/3r5hh4t0jf4es.js?dpl=nogit-1790487324","/_next/static/chunks/3ht89vb0p09bm.js?dpl=nogit-1790487324","/_next/static/chunks/3ml3vooxhiupb.js?dpl=nogit-1790487324","/_next/static/chunks/12xoy6h_w_le6.js?dpl=nogit-1790487324","/_next/static/chunks/3jpl-42mbad5n.js?dpl=nogit-1790487324","/_next/static/chunks/2os7nxouq91eq.js?dpl=nogit-1790487324","/_next/static/chunks/3ocoqwe4aht_u.js?dpl=nogit-1790487324","/_next/static/chunks/330aj5rw-3o2w.js?dpl=nogit-1790487324","/_next/static/chunks/1h4wccj42vygd.js?dpl=nogit-1790487324","/_next/static/chunks/3xa2z7fbv2riw.js?dpl=nogit-1790487324","/_next/static/chunks/14kf-an-d2n-e.js?dpl=nogit-1790487324","/_next/static/chunks/381o-754ev9ia.js?dpl=nogit-1790487324","/_next/static/chunks/2th820ily21xq.js?dpl=nogit-1790487324","/_next/static/chunks/0v4byuex1x38h.js?dpl=nogit-1790487324","/_next/static/chunks/3kom3ps_bn2q6.js?dpl=nogit-1790487324","/_next/static/chunks/1x_yxljsdq0vl.js?dpl=nogit-1790487324","/_next/static/chunks/1xkpwfqqdrdio.js?dpl=nogit-1790487324","/_next/static/chunks/0k-y_4mcfub-p.js?dpl=nogit-1790487324","/_next/static/chunks/2dx-vzwyw9a3g.js?dpl=nogit-1790487324","/_next/static/chunks/2mv9l1xl_aa4j.js?dpl=nogit-1790487324","/_next/static/chunks/3dcuhw7_p-nlv.js?dpl=nogit-1790487324","/_next/static/chunks/04zr-wqafvwoa.js?dpl=nogit-1790487324","/_next/static/chunks/1ku-vdy4ggo41.js?dpl=nogit-1790487324","/_next/static/chunks/2a4uxh-kqx1wo.js?dpl=nogit-1790487324","/_next/static/chunks/2-3hvjs177r4z.js?dpl=nogit-1790487324","/_next/static/chunks/0llqhg6-bxn_b.js?dpl=nogit-1790487324","/_next/static/chunks/1bk9uc585_s3d.js?dpl=nogit-1790487324","/_next/static/chunks/1pp_uf_jx5j9r.js?dpl=nogit-1790487324","/_next/static/chunks/1s6j_7_p0ugo9.js?dpl=nogit-1790487324","/_next/static/chunks/2vg15qyptj-oc.js?dpl=nogit-1790487324","/_next/static/chunks/2b6r02yb2zswo.js?dpl=nogit-1790487324","/_next/static/chunks/12mv6p8rwcl5o.js?dpl=nogit-1790487324","/_next/static/chunks/422ba61wql3d7.js?dpl=nogit-1790487324","/_next/static/chunks/2opkuzmjw8cxb.js?dpl=nogit-1790487324","/_next/static/chunks/34ux0fo6f-rm8.js?dpl=nogit-1790487324","/_next/static/chunks/3h4suq-9gmzwh.js?dpl=nogit-1790487324","/_next/static/chunks/0rt2_go1it43r.js?dpl=nogit-1790487324","/_next/static/chunks/0v5zhouho0zlq.js?dpl=nogit-1790487324","/_next/static/chunks/1gtlwpzgzi12z.js?dpl=nogit-1790487324","/_next/static/chunks/2zwoemojbdlmi.js?dpl=nogit-1790487324","/_next/static/chunks/2y341-r8ncizo.js?dpl=nogit-1790487324","/_next/static/chunks/3jzaxe43n3e1e.js?dpl=nogit-1790487324","/_next/static/chunks/3xz_lj7nwz2k-.js?dpl=nogit-1790487324","/_next/static/chunks/0zg1om_k0m5zv.js?dpl=nogit-1790487324","/_next/static/chunks/1lsxkfxy262n-.js?dpl=nogit-1790487324","/_next/static/chunks/1ksyn9m68446d.js?dpl=nogit-1790487324","/_next/static/chunks/2tgvlfspjb-j8.js?dpl=nogit-1790487324","/_next/static/chunks/0pdzmybpnr872.js?dpl=nogit-1790487324","/_next/static/chunks/1zt4k83kx3bkw.js?dpl=nogit-1790487324","/_next/static/chunks/200x0be4hbjpj.js?dpl=nogit-1790487324","/_next/static/chunks/35bn8r0ao86_s.js?dpl=nogit-1790487324","/_next/static/chunks/3wqp-h5xnebw9.js?dpl=nogit-1790487324","/_next/static/chunks/120-bka6zq5lp.js?dpl=nogit-1790487324","/_next/static/chunks/30dopbgd1dkf9.js?dpl=nogit-1790487324","/_next/static/chunks/43ajf4ofaeu5y.js?dpl=nogit-1790487324"],"TopicFlashcardRunner"] 22:[["$","$L31",null,{"feature":"flashcards"}],"$L32",["$","$L33",null,{"href":"/gcse/business/aqa/ict-and-customer-service/flashcards","label":"3.4.3 ICT and customer service","subjectCode":"gcse_business__aqa","surface":"flashcards"}],["$","$L34",null,{"runner":["$","div",null,{"className":"min-h-0 flex-1 overflow-hidden bg-background","children":["$","$L35",null,{"decks":[{"id":"d0c43a0a-c644-477d-8ef7-8c5e42dbc367","title":"3.4.3 ICT and customer service Flashcards","topicId":"ad8553e0-5995-4024-a684-149d18d0b56e","topicSlug":"ict-and-customer-service","cards":[{"id":"9042b744-c686-4a5d-92cd-dd282e91f0dd","cardType":"basic","points":1,"front":"What are the three ICT developments covered in this topic?","back":"

Website
E-commerce
Social media

","mcqOptions":[{"text":"

Website
E-commerce
Social media

","correct":true,"explanation":"Websites, e-commerce and social media are the three ICT developments examined because each changes how businesses communicate with customers and provide service."},{"text":"

Recruitment
Training
Appraisal

","correct":false,"explanation":"Recruitment, training and appraisal are human resources activities, not the ICT developments in this topic. The three developments are websites, e-commerce and social media."},{"text":"

Cash flow
Budgets
Profit

","correct":false,"explanation":"Cash flow, budgets and profit concern business finance rather than ICT-based customer service. The developments covered here are websites, e-commerce and social media."},{"text":"

Production
Distribution
Procurement

","correct":false,"explanation":"Production, distribution and procurement are operational activities rather than the three ICT developments. This topic specifically covers websites, e-commerce and social media."}]},{"id":"86890f3d-014b-4f4c-b38b-29cf63536a63","cardType":"basic","points":2,"front":"How do websites help customers find answers outside shop opening hours?","back":"Product pages, size guides, opening hours, stock checks and FAQs answer routine queries at any hour.","mcqOptions":[{"text":"Product pages, size guides, opening hours, stock checks and FAQs answer routine queries at any hour.","correct":true,"explanation":"These online resources provide commonly requested information automatically, so customers can resolve routine questions even when no shop or telephone staff are available."},{"text":"Telephone lines, staff rotas, reception desks, call queues and voicemails answer routine queries at any hour.","correct":false,"explanation":"Telephone-based support usually depends on staff availability and may close with the shop. Product pages, guides, stock checks and FAQs remain accessible online at any hour."},{"text":"Printed catalogues, shelf labels, window displays, till receipts and posters answer routine queries at any hour.","correct":false,"explanation":"Printed materials cannot provide live stock information or interactive answers from home. Website product pages, guides, opening hours, stock checks and FAQs provide continuous self-service information."},{"text":"Sales assistants, checkout staff, store managers, security guards and cleaners answer routine queries at any hour.","correct":false,"explanation":"Shop employees are generally available only during staffed opening hours. Online product pages, size guides, stock checks and FAQs can answer routine questions continuously."}]},{"id":"7ac48230-2ccf-48f5-87da-ef4262eb3c2f","cardType":"basic","points":2,"front":"How can a website let customers serve themselves?","back":"Customers can book appointments, change delivery slots, print returns labels or download manuals without contacting staff.","mcqOptions":[{"text":"Customers can book appointments, change delivery slots, print returns labels or download manuals without contacting staff.","correct":true,"explanation":"These online actions are self-service tasks because customers can complete them independently, reducing the need to telephone, email or visit an employee."},{"text":"Customers can request a callback, join telephone queues, leave voicemail messages or await email replies without contacting staff.","correct":false,"explanation":"Callbacks, voicemail and email replies still require later contact with employees, so they are not complete self-service. Websites instead let customers perform tasks such as booking appointments directly."},{"text":"Customers can visit the counter, change delivery slots, collect returns labels or request printed manuals without contacting staff.","correct":false,"explanation":"Visiting a counter and requesting printed materials involves staff contact. Genuine website self-service lets customers book, amend, print or download what they need independently."},{"text":"Customers can telephone employees, confirm delivery slots, request returns labels or order manuals without contacting staff.","correct":false,"explanation":"Telephoning employees directly contradicts the idea of serving oneself. A website enables customers to complete bookings, delivery changes, returns and downloads without employee assistance."}]},{"id":"231e2434-5af5-46b6-9865-9141a09711b8","cardType":"basic","points":2,"front":"Why does order tracking reduce customer calls?","back":"Customers can see where the item is and when it will arrive, removing uncertainty about delivery.","mcqOptions":[{"text":"Customers can see where the item is and when it will arrive, removing uncertainty about delivery.","correct":true,"explanation":"Tracking gives customers current location and expected arrival information, answering the main delivery questions that would otherwise prompt them to telephone the business."},{"text":"Customers can see how the item was made and which materials it contains, removing uncertainty about delivery.","correct":false,"explanation":"Manufacturing information may describe the product but does not resolve delivery uncertainty. Order tracking reduces calls by showing the parcel's location and expected arrival time."},{"text":"Customers can see what other buyers ordered and when they purchased it, removing uncertainty about delivery.","correct":false,"explanation":"Other customers' purchases do not show the progress of an individual's parcel. Tracking prevents calls by displaying where that specific item is and when it should arrive."},{"text":"Customers can see which employee packed it and when their shift will finish, removing uncertainty about delivery.","correct":false,"explanation":"The packer's identity and working hours do not establish the parcel's delivery status. Customers need tracking information about its current location and predicted arrival."}]},{"id":"b59e183c-181b-444c-88c7-76db93390a1f","cardType":"basic","points":2,"front":"Why can one website serve thousands of customers at once?","back":"Automated answers have a tiny cost per question compared with staffing a phone line, and customers avoid queuing.","mcqOptions":[{"text":"Automated answers have a tiny cost per question compared with staffing a phone line, and customers avoid queuing.","correct":true,"explanation":"A website can repeatedly deliver the same automated information at very low marginal cost, allowing many customers to receive answers simultaneously without joining staff-managed queues."},{"text":"Automated answers have a large cost per question compared with staffing a phone line, and customers avoid queuing.","correct":false,"explanation":"This reverses the cost relationship: automated website responses generally have a tiny marginal cost. That low cost, combined with simultaneous access, makes serving thousands practical."},{"text":"Automated answers have a separate employee per question compared with staffing a phone line, and customers avoid queuing.","correct":false,"explanation":"Automated responses do not require a separate employee for each query. The website can reuse information at tiny marginal cost and answer many customers simultaneously."},{"text":"Automated answers have a fixed queue for each question compared with staffing a phone line, and customers avoid queuing.","correct":false,"explanation":"Creating online queues would not explain the website's capacity advantage. Automated answers can be delivered concurrently at tiny cost per query, so customers need not wait."}]},{"id":"cdfbe59d-de0d-4c64-93d0-fa7d07545e2a","cardType":"basic","points":2,"front":"How does Argos's stock-checking service improve customer service?","back":"Customers can check stock and reserve an item before travelling, preventing wasted journeys and complaints.","mcqOptions":[{"text":"Customers can check stock and reserve an item before travelling, preventing wasted journeys and complaints.","correct":true,"explanation":"Checking availability and reserving the product before setting out gives customers confidence it will be ready, reducing unsuccessful journeys and the complaints they cause."},{"text":"Customers can check prices and view an item after travelling, preventing wasted journeys and complaints.","correct":false,"explanation":"Viewing availability only after travelling cannot prevent a wasted journey. Argos improves service by letting customers check stock and reserve the item beforehand."},{"text":"Customers can order stock for another customer before travelling, preventing wasted journeys and complaints.","correct":false,"explanation":"Ordering for somebody else does not ensure the customer's own item is available. Stock checking and reservation before travel are what prevent an unsuccessful visit."},{"text":"Customers can check reviews and compare an item before travelling, preventing wasted journeys and complaints.","correct":false,"explanation":"Reviews and comparisons support product choice but do not guarantee local availability. Checking stock and reserving the chosen item prevents customers travelling for unavailable goods."}]},{"id":"269a4d17-8a5c-4a15-88e7-dcf8d51f169f","cardType":"basic","points":1,"front":"What does e-commerce allow customers to do?","back":"Buy and sell goods and services over the internet.","mcqOptions":[{"text":"Buy and sell goods and services over the internet.","correct":true,"explanation":"E-commerce means commercial transactions conducted electronically, allowing goods and services to be bought and sold through websites, apps and other internet-based systems."},{"text":"Buy and sell shares and currencies over the counter.","correct":false,"explanation":"Over-the-counter financial trading is not the general meaning of e-commerce. E-commerce covers buying and selling goods and services through the internet."},{"text":"Buy and sell goods and services inside a shop.","correct":false,"explanation":"Transactions completed inside a physical shop are traditional retail, not e-commerce. E-commerce specifically involves buying and selling goods and services online."},{"text":"Buy and sell advertisements and reviews over the telephone.","correct":false,"explanation":"Telephone transactions and online reviews do not define e-commerce. The term refers to goods and services being bought and sold over the internet."}]},{"id":"7647c10a-6c93-40ac-9e22-43078e78959b","cardType":"basic","points":2,"front":"How does e-commerce widen the customers a business can serve?","back":"Customers can buy from anywhere and at any hour, not only while they can reach the premises when it is open.","mcqOptions":[{"text":"Customers can buy from anywhere and at any hour, not only while they can reach the premises when it is open.","correct":true,"explanation":"Online purchasing removes many geographical and opening-time restrictions, allowing the business to serve customers who cannot visit its premises during normal hours."},{"text":"Customers can buy near the premises during opening hours, not only while they can reach the premises when it is open.","correct":false,"explanation":"Restricting purchases to nearby customers during opening hours preserves the limitations of physical retail. E-commerce widens access by allowing purchases from anywhere at any time."},{"text":"Customers can buy from employees during their shifts, not only while they can reach the premises when it is open.","correct":false,"explanation":"Dependence on employees' shifts limits rather than widens availability. E-commerce enables customers to place orders remotely and outside the business's staffed opening times."},{"text":"Customers can buy inside any branch before it closes, not only while they can reach the premises when it is open.","correct":false,"explanation":"Requiring customers to enter a branch before closing retains both geographical and time restrictions. Online sales can reach customers anywhere and operate around the clock."}]},{"id":"3f8665a5-3ecc-420b-a6eb-e5195b471cdb","cardType":"basic","points":2,"front":"Why do saved details and past orders make online reordering quicker?","back":"Saved addresses, card details and past orders reduce the information customers must enter again.","mcqOptions":[{"text":"Saved addresses, card details and past orders reduce the information customers must enter again.","correct":true,"explanation":"Storing delivery, payment and order-history information removes repeated form filling and lets customers select previously purchased items, making reordering faster."},{"text":"Saved advertisements, reviews and product images reduce the information customers must enter again.","correct":false,"explanation":"Advertisements, reviews and images may influence a purchase but do not prefill checkout details. Saved addresses, payment details and order histories directly reduce repeated data entry."},{"text":"Saved passwords, complaints and staff messages reduce the information customers must enter again.","correct":false,"explanation":"Passwords may speed sign-in, but complaints and staff messages do not streamline reordering. Saved addresses, card details and previous orders reduce checkout work directly."},{"text":"Saved opening hours, prices and delivery adverts reduce the information customers must enter again.","correct":false,"explanation":"Opening hours, prices and adverts provide information rather than completing customer forms. Reordering is quicker when addresses, card details and past orders are retained."}]},{"id":"866794fb-754a-4bb3-b843-8c7b30c3a1aa","cardType":"basic","points":2,"front":"How do apps keep a business in contact with customers between purchases?","back":"Apps provide order updates, loyalty rewards and one-tap reordering.","mcqOptions":[{"text":"Apps provide order updates, loyalty rewards and one-tap reordering.","correct":true,"explanation":"Notifications about orders, continuing loyalty incentives and quick repeat purchasing give the business useful reasons to interact with customers between separate purchases."},{"text":"Apps provide staff appraisals, recruitment interviews and one-tap resignations.","correct":false,"explanation":"These are internal human resources activities and do not maintain customer contact. Customer apps instead use order updates, loyalty rewards and convenient reordering."},{"text":"Apps provide factory updates, supplier invoices and one-tap recruitment.","correct":false,"explanation":"Factory information, supplier invoices and recruitment concern business operations rather than customer relationships. Apps maintain contact through order notifications, loyalty benefits and repeat-order tools."},{"text":"Apps provide competitor updates, employee rewards and one-tap complaints.","correct":false,"explanation":"Competitor news and employee rewards do not give customers useful ongoing contact with the business. Order updates, customer loyalty rewards and easy reordering do."}]},{"id":"9c495150-e2b3-43eb-aaaa-b242f32ecf69","cardType":"basic","points":2,"front":"How do clear online returns reduce the risk of buying unseen products?","back":"A printed returns label and nearby drop-off point make returning unsuitable products easier.","mcqOptions":[{"text":"A printed returns label and nearby drop-off point make returning unsuitable products easier.","correct":true,"explanation":"A ready-to-use label and convenient drop-off process reduce the effort and uncertainty of sending unsuitable goods back, making an unseen purchase feel less risky."},{"text":"A printed product advert and nearby collection point make returning unsuitable products easier.","correct":false,"explanation":"An advertisement and collection point do not provide the documentation needed to return an item. A returns label and accessible drop-off location simplify the return process."},{"text":"A printed sales receipt and distant head office make returning unsuitable products easier.","correct":false,"explanation":"A receipt may prove purchase, but requiring return to a distant office adds inconvenience. A printed returns label and nearby drop-off point reduce the risk effectively."},{"text":"A printed delivery note and nearby retail display make returning unsuitable products easier.","correct":false,"explanation":"A delivery note and product display do not create a convenient returns route. Customers need a returns label and an accessible location where the parcel can be dropped off."}]},{"id":"a9893e3e-cb9d-4a54-9a17-be5041a27354","cardType":"basic","points":2,"front":"Why can fast public replies on social media also advertise a business?","back":"A helpful answer is seen by other followers as well as the original customer.","mcqOptions":[{"text":"A helpful answer is seen by other followers as well as the original customer.","correct":true,"explanation":"Because social-media replies are public, other users can observe the business responding quickly and helpfully, turning customer service into visible positive promotion."},{"text":"A helpful answer is hidden from other followers as well as the original customer.","correct":false,"explanation":"A hidden response cannot advertise the business to a wider audience. Public social-media replies are promotional because followers as well as the original customer can see them."},{"text":"A helpful answer is deleted for other followers as well as the original customer.","correct":false,"explanation":"Deleting the response removes its promotional value and may reduce transparency. A fast reply advertises good service when it remains visible to other followers."},{"text":"A helpful answer is emailed only to employees as well as the original customer.","correct":false,"explanation":"An internal email does not demonstrate customer service publicly. On social media, other followers can see a helpful response and form a positive impression of the business."}]},{"id":"5387589b-9831-48e9-a5b7-b135a8d4def8","cardType":"basic","points":2,"front":"How can live chat save a sale?","back":"It gives instant help while the customer is deciding and passes unusual queries to staff.","mcqOptions":[{"text":"It gives instant help while the customer is deciding and passes unusual queries to staff.","correct":true,"explanation":"Immediate answers can remove doubts before the customer abandons the purchase, while escalation to an employee ensures that more complex concerns can still be resolved."},{"text":"It gives delayed help after the customer has left and passes unusual queries to staff.","correct":false,"explanation":"Help delivered after the customer leaves may come too late to prevent the lost sale. Live chat works by answering questions during the buying decision."},{"text":"It gives instant adverts while the customer is complaining and passes unusual queries to staff.","correct":false,"explanation":"Showing adverts does not resolve the concern blocking a purchase and could frustrate the customer. Live chat saves sales by supplying relevant help during the decision."},{"text":"It gives automatic refunds after the customer buys and passes unusual queries to staff.","correct":false,"explanation":"Refunding a completed purchase does not help secure the original buying decision. Live chat can save the sale by resolving uncertainty before checkout."}]},{"id":"1a6ff3b0-e842-45c5-8593-35d401ab9f3f","cardType":"basic","points":2,"front":"Why is email useful when a customer later disputes what was promised?","back":"Email provides a written record of confirmations, quotes and delivery dates.","mcqOptions":[{"text":"Email provides a written record of confirmations, quotes and delivery dates.","correct":true,"explanation":"Stored emails preserve the exact wording and dates of commitments, providing evidence that both the customer and business can refer to during a later dispute."},{"text":"Email provides a spoken summary of confirmations, quotes and delivery dates.","correct":false,"explanation":"A spoken summary is harder to verify later and is not automatically preserved. Email is useful because it creates a written record of promises and dates."},{"text":"Email provides a temporary reminder of confirmations, quotes and delivery dates.","correct":false,"explanation":"A temporary reminder may disappear and offer weak evidence in a dispute. An email provides a durable written record that can be retrieved and checked."},{"text":"Email provides a verbal agreement of confirmations, quotes and delivery dates.","correct":false,"explanation":"A verbal agreement can be disputed because each party may recall it differently. Email records confirmations, quotations and dates in writing for later reference."}]},{"id":"fbab0df2-f6f6-4eac-94f8-daadb184d839","cardType":"basic","points":2,"front":"How can comments and reviews help a business improve its service?","back":"Repeated complaints reveal problems, allowing the business to change its service, such as delivery windows or sizing guides.","mcqOptions":[{"text":"Repeated complaints reveal problems, allowing the business to change its service, such as delivery windows or sizing guides.","correct":true,"explanation":"Patterns across comments and reviews identify recurring weaknesses, giving the business evidence to adjust specific service features and address the causes of dissatisfaction."},{"text":"Repeated complaints reveal problems, allowing the business to ignore its customers, such as delivery windows or sizing guides.","correct":false,"explanation":"Ignoring recurring complaints leaves identified problems unresolved and may worsen customer dissatisfaction. Businesses should use repeated feedback to change service features such as delivery or sizing guidance."},{"text":"Repeated complaints reveal problems, allowing the business to remove all products, such as delivery windows or sizing guides.","correct":false,"explanation":"Removing every product is a disproportionate response and does not target the service problem. Feedback should guide specific improvements to areas such as delivery windows or sizing information."},{"text":"Repeated complaints reveal problems, allowing the business to increase its prices, such as delivery windows or sizing guides.","correct":false,"explanation":"Higher prices do not correct recurring service failures and could create further dissatisfaction. Comments and reviews should be used to make targeted changes to the service."}]},{"id":"57e206ce-71b6-4411-9798-96f3d6b237cf","cardType":"basic","points":2,"front":"Why can a social-media complaint damage a business more than a complaint made at the counter?","back":"The criticism is public and remains visible to future customers beneath the business's posts.","mcqOptions":[{"text":"The criticism is public and remains visible to future customers beneath the business's posts.","correct":true,"explanation":"Public, persistent criticism can be read and shared by many potential customers over time, so it can damage the business's reputation beyond the original complaint."},{"text":"The criticism is private and quickly deleted for future customers beneath the business's posts.","correct":false,"explanation":"Private or deleted criticism has limited exposure and therefore less reputational impact. Social-media complaints are more damaging when they remain publicly visible to future customers."},{"text":"The criticism is spoken and soon forgotten by future customers beneath the business's posts.","correct":false,"explanation":"A spoken counter complaint usually reaches few people and leaves no persistent public record. Social-media criticism can remain visible to a large audience over time."},{"text":"The criticism is confidential and seen by staff rather than future customers beneath the business's posts.","correct":false,"explanation":"Confidential feedback seen only by staff cannot directly influence large numbers of potential buyers. A social-media complaint is riskier because customers can continue seeing it publicly."}]},{"id":"bcf14410-214e-4ffe-868d-7f16d686d6b4","cardType":"basic","points":1,"front":"Which customers may be excluded if a business moves service online?","back":"Customers who are not confident online or lack reliable internet access.","mcqOptions":[{"text":"Customers who are not confident online or lack reliable internet access.","correct":true,"explanation":"Online-only service disadvantages customers without the skills, confidence or reliable internet access needed to use digital channels, potentially preventing them from contacting or buying from the business."},{"text":"Customers who are confident online and have reliable internet access.","correct":false,"explanation":"Confident customers with reliable internet access are well placed to use online service. Those who are not confident online or lack reliable access are the customers at risk of exclusion."},{"text":"Customers who prefer online shopping or regularly use mobile apps.","correct":false,"explanation":"Customers who prefer online shopping and use apps are unlikely to be excluded by digital service. The risk affects customers lacking online confidence or reliable internet access."},{"text":"Customers who are active on social media or own several devices.","correct":false,"explanation":"Social media users and device owners can generally access digital service easily. Customers who are not confident online or lack reliable internet access may instead be excluded."}]},{"id":"fed63064-5b8c-4479-9499-fe0fea066932","cardType":"basic","points":1,"front":"What offline service should a business keep for customers who cannot use online services?","back":"A phone number or counter.","mcqOptions":[{"text":"A phone number or counter.","correct":true,"explanation":"A phone number or physical counter gives customers a non-digital way to ask questions, make arrangements or resolve problems when they cannot access online services."},{"text":"An email address or chatbot.","correct":false,"explanation":"Email and chatbots are both online channels, so they do not help customers who cannot use digital services. The business should retain a phone number or physical counter."},{"text":"A website form or app.","correct":false,"explanation":"Website forms and apps still require internet access and digital skills. A phone number or counter provides the necessary offline alternative for customers unable to use online services."},{"text":"A social media page.","correct":false,"explanation":"A social media page is another online service and therefore does not solve digital exclusion. A phone number or counter should be available as an offline option."}]},{"id":"c53652b9-b823-4e59-baa6-961d81634e22","cardType":"cloze","points":null,"front":"The three ICT developments in this topic are the [ ], e-commerce and social media.","back":"The three ICT developments in this topic are the website, e-commerce and social media.","mcqOptions":[{"text":"website","correct":true,"explanation":"A website is one of the three ICT developments considered in this topic, alongside e-commerce and social media, and it provides a direct digital presence for a business."},{"text":"telephone","correct":false,"explanation":"A telephone can support customer service, but it is not the named ICT development in this list. The three developments are the website, e-commerce and social media."},{"text":"advertisement","correct":false,"explanation":"Advertising is a promotional activity rather than the missing ICT development. The list identifies the website alongside e-commerce and social media."},{"text":"warehouse","correct":false,"explanation":"A warehouse supports storage and distribution, not the digital delivery of customer service. The missing ICT development is the website, alongside e-commerce and social media."}]},{"id":"26f9f775-d401-40db-9b22-5a18bc16b2cf","cardType":"cloze","points":null,"front":"Order tracking lets customers see where an item is and when it will [ ].","back":"Order tracking lets customers see where an item is and when it will arrive.","mcqOptions":[{"text":"arrive","correct":true,"explanation":"Order-tracking information shows the parcel’s current location and its expected arrival time, helping customers plan for delivery and reducing uncertainty about their purchase."},{"text":"dispatch","correct":false,"explanation":"Dispatch is when an order leaves the seller, not when it reaches the customer. Tracking shows where the item is and when it will arrive."},{"text":"expire","correct":false,"explanation":"Expiry concerns how long a product remains usable, rather than its delivery progress. Order tracking estimates when the item will arrive at the customer’s address."},{"text":"return","correct":false,"explanation":"A return sends an item back after delivery and is not the normal outcome being tracked. Order tracking tells customers when their item will arrive."}]},{"id":"fd76940f-fbc2-48dd-b130-56fa4f9c981f","cardType":"cloze","points":null,"front":"Apps can provide order updates, loyalty rewards and [ ].","back":"Apps can provide order updates, loyalty rewards and one-tap reordering.","mcqOptions":[{"text":"one-tap reordering","correct":true,"explanation":"One-tap reordering allows customers to repeat a previous purchase quickly through the app, making the buying process more convenient and encouraging repeat sales."},{"text":"paper-form ordering","correct":false,"explanation":"Paper forms are an offline ordering method and cannot provide an app’s instant repeat-purchase feature. Apps can instead offer one-tap reordering based on previous orders."},{"text":"cash-only payment","correct":false,"explanation":"Cash-only payment would restrict rather than improve an app-based service because cash cannot usually complete a remote digital transaction. The intended feature is one-tap reordering."},{"text":"in-store queuing","correct":false,"explanation":"In-store queuing is a physical purchasing process, not a convenience supplied through an app. Apps can offer one-tap reordering to speed up repeat purchases."}]},{"id":"89316906-f2c5-413a-9001-18a04c35c563","cardType":"cloze","points":null,"front":"Live chat can pass unusual queries to a member of [ ].","back":"Live chat can pass unusual queries to a member of staff.","mcqOptions":[{"text":"staff","correct":true,"explanation":"Automated live chat can deal with routine questions, while unusual or complex queries are transferred to staff who can apply judgement and provide a personalised response."},{"text":"customers","correct":false,"explanation":"Other customers are not responsible for resolving an individual’s unusual query. Live chat should escalate such questions to a member of staff who can investigate them."},{"text":"suppliers","correct":false,"explanation":"Suppliers provide inputs to the business and do not normally handle its customer-service queries. Unusual questions should be passed to a member of staff."},{"text":"competitors","correct":false,"explanation":"Competitors are separate businesses and should not receive confidential customer queries. Live chat passes unusual issues to a member of the business’s own staff."}]},{"id":"dc06c521-885c-4358-86be-a26ee911d953","cardType":"cloze","points":null,"front":"Email leaves a [ ] of confirmations, quotes and delivery dates.","back":"Email leaves a written record of confirmations, quotes and delivery dates.","mcqOptions":[{"text":"written record","correct":true,"explanation":"Email preserves the exact details of confirmations, quotations and promised delivery dates, giving both the customer and business evidence they can check later."},{"text":"spoken summary","correct":false,"explanation":"A spoken summary may be forgotten or disputed and is not automatically preserved by email. Email creates a written record that can be checked later."},{"text":"verbal agreement","correct":false,"explanation":"A verbal agreement is made through speech rather than email and may leave no accessible evidence. Email provides a written record of quotes, confirmations and dates."},{"text":"temporary message","correct":false,"explanation":"Emails are normally retained and searchable rather than disappearing immediately. Their customer-service advantage is that they create a written record of agreed details and dates."}]},{"id":"4faa93fb-1844-49bb-ac3b-dd6d1eb76258","cardType":"cloze","points":null,"front":"Moving service onto social media makes every complaint [ ].","back":"Moving service onto social media makes every complaint public.","mcqOptions":[{"text":"public","correct":true,"explanation":"Social media posts can be seen and shared by many users, so complaints become public and may affect the business’s reputation if responses are poor or delayed."},{"text":"private","correct":false,"explanation":"Although direct messages may be private, complaints posted openly on social media are visible to others. Moving service there can therefore make every complaint public."},{"text":"anonymous","correct":false,"explanation":"Social media complaints are often linked to visible user accounts, so they are not necessarily anonymous. The key risk is that every complaint becomes public."},{"text":"temporary","correct":false,"explanation":"Social media posts can be saved, shared or found later, so they are not reliably temporary. The important change is that complaints become public."}]}]}],"examCountdown":{"examDate":"2027-05-12","paperLabel":"Paper 1"},"heading":"3.4.3 ICT and customer service","title":"3.4.3 ICT and customer service Flashcards","topbar":{"backHref":"/gcse/business/aqa/flashcards"},"topicSidebar":"$L36"}]}],"topicId":"ad8553e0-5995-4024-a684-149d18d0b56e","walled":"$L37"}],"$L38","$L39"]