Question 1

What should I focus on for Pearson Education Ltd QCF Business Administration?

Accepted Answer

In role-play assessments, clearly label your techniques as you use them (e.g., 'I am now using an open question to gather more detail').

Question 2

What should I focus on for Pearson Education Ltd QCF Business Administration? (2)

Accepted Answer

Practice using the 'acknowledge-empathise-assure' structure for handling complaints.

Question 3

What should I focus on for Pearson Education Ltd QCF Business Administration? (3)

Accepted Answer

Record and critically evaluate your own telephone conversations to identify areas for improvement in questioning and listening.

Question 4

What should I focus on for Pearson Education Ltd QCF Business Administration? (4)

Accepted Answer

Always refer back to the specific service vision statement of your workplace or case study.

Question 5

What should I focus on for Pearson Education Ltd QCF Business Administration? (5)

Accepted Answer

Provide concrete examples from your own role to demonstrate contribution.

Question 6

What are common mistakes in Pearson Education Ltd QCF Business Administration?

Accepted Answer

Confusing assertive language with aggressive language, leading to negative customer reactions.

Question 7

What are common mistakes in Pearson Education Ltd QCF Business Administration? (2)

Accepted Answer

Failing to listen attentively before asking questions, resulting in irrelevant or repetitive questioning.

Question 8

What are common mistakes in Pearson Education Ltd QCF Business Administration? (3)

Accepted Answer

Over-using closed questions, which can make the customer feel interrogated rather than understood.

Business Administration

What Gets Top Grades