An online retailer promises next-day delivery but receives repeated complaints about inaccurate advice and delayed refunds. Which response is most likely to build competitive advantage?
Improve product knowledge, service efficiency and post-sales support together
Reduce product information so employees answer customers more quickly
End responses to feedback because complaints may damage the brand
Focus only on dispatch speed because service after delivery cannot affect loyalty
38 exam-style questions on Edexcel GCSE Business 2.3 Making operational decisions, covering 2.3.1a The purpose of business operations, 2.3.1b Production processes, 2.3.1c Impacts of technology on production, 2.3.2a Managing stock: bar gate stock graphs, 2.3.2b Managing stock: just in time (JIT), 2.3.2c Relationships with suppliers, 2.3.2d Impact of logistics and supply decisions, 2.3.3a Quality control and quality assurance, 2.3.3b Quality, costs and competitive advantage, 2.3.4a The sales process, and 2.3.4b The importance of good customer service. Each one has a worked solution and a mark scheme showing where the marks go.