Communication in Business (OCR GCSE Business): Exam Questions

SJ Salon

SJ Salon is a hair salon owned by Sam and Jamila. The business partners met whilst studying hairdressing at college. The partners’ creativity has helped make the salon very successful. SJ Salon is currently the only salon in town and uses cost-plus pricing.

Sam and Jamila are qualified hairdressers who work full-time in the salon. Until recently, the partners employed one part-time and one full-time worker who works 40 hours per week. However, due to increasing customer demand, two additional part-time employees have recently been recruited.

Sam and Jamila have just found out that a national hairdressing chain is planning to open a new salon in their town. They are concerned about the impact of this competition. The partners asked 200 current customers to complete a short questionnaire. The results show that:

• 130 of the customers have used SJ Salon since 2019

• 104 of the customers were aware of the national hairdressing chain

• 84 of the customers would consider trying the new hair salon, if its prices were cheaper

• 66 of the customers consider quality of service to be more important than price.

When SJ Salon was set up in 2014, Sam wrote a business plan. He has not written another one since then, as the business has been profitable. However, Sam now thinks that a new business plan should be written to help the business succeed against any new competition. Jamila disagrees, as the original business plan took Sam 30 hours to write. She feels that his time would be better spent keeping current customers satisfied.

Nina’s Knitting Supplies

Nina runs a successful business selling knitting wool and sewing products. She opened her first shop 15 years ago. The business has grown organically and now sells products from 10 shops and a website. Nina uses market segmentation to target customers. Nina employs 80 people. She works hard to meet the shared objectives of her employees, as well as external stakeholder groups such as customers, suppliers, lenders and the local community.

Nina produces a weekly update that is sent by email to all employees every Friday. The updates contain information about the future development of the business, plus other stories of interest to employees. Recent stories include congratulating an employee on the birth of a child and the charity fundraising activities of one shop.

Nina plans to develop the business further over the next five years, especially as knitting is becoming an increasingly popular pastime. This has led to more competitors entering the market.

Waitrose

Waitrose is a supermarket chain with over 300 stores throughout the UK. Waitrose specialises in good quality food, targeted at customers with high levels of income. The company is owned by its employees, who receive a range of benefits including profit sharing. Waitrose continues to offer profit sharing to its employees, even though another UK supermarket chain has replaced this type of benefit with higher rates of pay.

Waitrose has over 50 000 employees. Many employees are recruited externally. As part of the selection process, potential employees take part in lengthy interviews, group activities and tests. References are requested for all new employees. Once appointed, all employees receive regular training.

The supermarket industry is very competitive, so new product development is important to Waitrose. Qualitative market research data is collected using methods including focus groups and customer trials. This data then needs to be communicated effectively between employees at Head Office.

Redrow Homes

Redrow Homes is one of the UK’s leading housebuilders. Housebuilders, such as Redrow Homes, typically use self-employed construction professionals alongside their own employees.

Redrow Homes employs over 2300 people in a range of jobs including trades such as carpentry, plumbing and bricklaying. They also employ landscape designers, customer service administrators and sales advisors to sell the houses. The company is committed to staff development, with 15% of the workforce undergoing an apprenticeship or other formal training programme.

Redrow Homes has been named one of the ‘Top 100 Apprenticeship Employers’ for the last five years and was recently named the ‘Construction Industry Training Board Apprentice Employer of the Year’. At any one time the company employs at least 130 apprentices, as the company feels that it is an excellent way to find and develop young motivated staff. The company offers apprentices a clear career path whereby they gain qualifications alongside work experience and a good wage.