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GCSE Business · key term
Interaction and communication with customers to understand their needs and create a positive experience of dealing with a business.
Used by AQA, Edexcel and OCR
Paper 1
The way a business interacts with customers to create a positive experience, including listening to their needs and responding helpfully.
Revise: Customer Service Methods and ImpactsCustomer engagement is how a business interacts with customers to create a positive experience. It involves actions, not simply an instruction to staff to be friendly.
Specification 2.3.4 · Paper 2
Interaction between a business and its customers that builds interest, understands their needs and maintains their involvement in a purchase.
Revise: Sales ProcessCustomer engagement involves interacting with customers, understanding their needs and keeping them involved in the purchase. Polite, helpful staff can ask questions, listen carefully and address concerns. This helps the seller judge whether the customer has enough interest and confidence for the sale to proceed.
Paper 2
Revise: Product Knowledge and Customer EngagementTwo important contributions are product knowledge and customer engagement. Product knowledge allows staff to give accurate information. Customer engagement helps staff understand what the customer actually wants.
Distinguish the two contributions: product knowledge makes advice accurate; customer engagement makes it relevant to the individual.
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