1. List three promotional services you could offer to promote repeat business.

2. Identify four types of customer loyalty programs you could use to promote repeat business.

3. List ten ways to establish rapport with customers.

4. Describe the data contained and maintained in customer profiles, which you can use to provide

personalised, tailored products and services to repeat customers. (

5. Explain the similarities and differences between manual, computer and linked computer systems

used to track customer profiles and data.

6. Describe three ways you can develop the technical skills necessary to use computers and data bases

that manage customer profiles and promotional activities.

(

Read the excerpt of this policy and use it to answer true or false questions 7 to 10.

Policy: taking deliveries and recording details of incoming stock

Check deliveries in front of the driver as soon as they arrive. Identify and report any discrepancies or

damage.

Checking for discrepancies

Check that the delivery is ours before the driver unloads it.

Verify the date.

Check our copy of the order against the supplier's delivery documentation.

Make sure they've delivered what we have asked for.

Check the stock itself against the supplier's delivery note or invoice.

Check weights, sizes, quantities, use-by dates, brands and varieties of all stock.

Check that nothing is missing or incorrect.

Recording discrepancies

You must record any stock-related discrepancies you identify by writing problems on the delivery note

or invoice, in front of the driver.

Tick the items you accept (those that are in correct quantity and of good quality) on the delivery

documentation.

Cross any missing items off the delivery documentation.

Cross any items you reject off the delivery documentation. This includes damaged, spoiled or

otherwise deficient, unacceptable stock.

Cross stock off even if it will be redelivered later. New documentation should accompany the next

delivery.

Immediately note stock-related discrepancies (details of missing, deficient or excess items) on the

appropriate place on the delivery documentation.

Are the statements true or false?

7. You should check deliveries as soon as the driver leaves.

8. Write any problems on the delivery note or invoice itself.

9. If you accept an item, mark a cross against it on the delivery documentation.

10. Only cross off stock that won't be redelivered.