Communication with Stakeholders Exam Questions

Award one mark for each correct communication platform, up to a maximum of two marks from:

• Website
• Social media (e.g. Facebook, Instagram, X)
• Email (e.g. Outlook, Gmail)
• Voice communication/VoIP (e.g. Zoom, Microsoft Teams, Skype)

Allow a maximum of one mark for two answers of the same platform type (e.g. Zoom and Microsoft Teams are both voice communication).

Do not accept: communication channels such as live chat, a public status update, a private/direct message, instant messaging or a text message, or devices such as a telephone – none of these is a communication platform.

Accept any other appropriate response.

Award one mark for each correct type of information, up to a maximum of two marks from:

• Appointment date/time details
• Appointment reminders
• Payment details/invoices/order details
• Customer contact details (address, phone number, email address)
• Medical/personal information (treatment records, test results)
• Complaints or queries about treatment
• Details of a treatment plan/prescription
• Staff discussions/confidential business information

Do not accept: opening times, prices or special offers as these can be shared publicly

Accept any other appropriate response.

Award one mark for each correct type of information, up to a maximum of two marks from:

• Product/service descriptions/specifications
• Prices/costs
• Contact details such as a phone number or email address
• Opening times
• Photographs/videos of finished garden rooms
• Customer reviews/testimonials
• Special offers/discounts
• Company news/updates

Do not accept: communication platforms/channels such as email, social media or live chat – these are not types of information on a website

Accept any other appropriate response.

Award one mark for the correct reason and one mark for a justification for that reason, up to a maximum of two marks.

• A direct message is private/is only seen by the customer it is sent to (1) so the customer's payment details are not visible to anyone else (1)
• A public status update can be seen by anyone/whoever follows the company's page (1) so the payment details could be seen by other people (1)
• A direct message is sent to that customer's own account (1) so the company can be sure the right person receives the details (1)
• The customer's payment details are not posted on a public page (1) so other customers of the company do not see them (1)
• The message is not shown to other followers of the company's page (1) which keeps the customer's payment details confidential (1)
• It is more secure (1) because only the customer it is sent to can read it (1)

Do not accept: 'it is secure' on its own

Allow mix and match if it makes sense

Accept any other appropriate wording/phrasing

Award one mark for the correct reason and one mark for a justification for that reason, up to a maximum of two marks.

• Only that customer needs to see the video (1) as the company's other followers would not want to watch someone else's lesson (1)
• The video is personal to the customer (1) so they may not want it shown to everyone who follows the company (1)
• A public status update can be seen by anyone (1) which means the customer's video would not be kept private/confidential (1)
• The customer might be embarrassed by the video (1) as they may fall off/show themselves up in it, which could lead to a complaint (1)
• Other people could save/share a public post (1) so the company would lose control of the video/the customer's footage (1)
• The message goes straight to the customer (1) rather than appearing in a feed where it could be missed (1)

Do not accept: 'it is private'/'it keeps the video private' on its own, as this repeats the question

Accept any other appropriate wording/phrasing.

Award one mark for the correct benefit and one mark for a justification for that benefit, up to a maximum of two marks.

• Anyone who looks at the restaurant's page can see it (1) so more people find out about the new menu (1)
• Customers can share/repost the update (1) which means it reaches people who do not follow the restaurant (1)
• It can include photos of the new dishes (1) which shows customers what the meals look like/makes them want to visit (1)
• It only has to be posted once (1) so staff save time compared with messaging each customer separately (1)
• Customers can comment on it publicly (1) so other customers see their good feedback/the restaurant can answer questions where everyone can see (1)

Do not accept: 'it is public'/'everyone can see it' with no reason why this helps the restaurant

Allow: 'so more people see/find out about the new menu' on its own as the justification for the first point, without a comparison with private messages

Allow: 'customers can comment' (1) with a justification about other customers seeing the comments or the restaurant replying publicly (1)

Allow mix and match if it makes sense

Accept any other appropriate wording/phrasing

Award one mark for a correct benefit, one mark for a justification for that benefit and one mark for an expansion of the justification, up to a maximum of three marks.

• Staff can speak to the customer directly (1) so questions about the job can be answered straight away (1) which means the job can be booked without a delay (1)
• Staff can hear the customer's tone of voice (1) so they can tell whether the customer understands the price (1) which reduces misunderstandings about the job (1)
• It is a private way to communicate (1) as only the customer and the member of staff on the call hear what is said (1) so the customer's payment details are not shared publicly (1)
• No specialist equipment is needed (1) as staff only need a phone (1) so they can call a customer from a building site (1)
• It does not need an internet connection (1) unlike email or a video call (1) so staff can still contact customers from sites with no Wi-Fi (1)

Allow: 'phone call'/'call' for voice communication

Do not allow mix and match

Do not accept 'quicker'/'faster'/'saves time' on its own, or a justification that only repeats the benefit in different words

Accept any other appropriate wording/phrasing

Award one mark for a correct reason, one mark for a justification for that reason and one mark for an expansion of the justification, up to a maximum of three marks.

• Only that customer will see the reply (1) so their refund/payment details are not shared with everyone (1) which keeps the customer's personal data confidential (1)
• Other customers/followers will not see the complaint (1) so the company's reputation is protected/other customers are not confused by a reply meant for someone else (1) which means it does not lose future bookings (1)
• The reply goes straight to that customer (1) so the company knows they have received it (1) which means the refund can be sorted out more quickly (1)
• A private message is more personal (1) so the customer feels the company is treating them as an individual (1) which helps keep them as a customer for future events (1)

Do not allow mix and match

Allow: the reason stated as an outcome, e.g. other customers will not see the complaint (1)

Do not accept: 'it is more private/secure' on its own; reasons for using a public status update

Accept any other appropriate wording/phrasing

Award one mark for a correct benefit, one mark for a justification for that benefit and one mark for an expansion of the justification, up to a maximum of three marks.

• The website is available all the time (1) so owners can check prices and opening times whenever they like (1) which means the kennels does not need staff to answer the phone in the evening (1)
• Photos and videos of the kennels can be posted (1) so owners can see where their dog will stay (1) which gives them confidence to book (1)
• Information can be updated in one place (1) so the prices and dates on the site are always the latest ones (1) which reduces the number of queries the kennels has to answer (1)
• A booking form can be added to the site (1) so owners can book a stay at any time of day (1) which brings in more bookings for the kennels (1)
• Reviews from other owners can be shown (1) so new customers can see the kennels is trusted (1) which brings in more business (1)
• It is cheap to run compared with printing and posting leaflets (1) as the information only has to be uploaded once (1) which saves the kennels money (1)

Do not allow mix and match

Do not accept using the website to send private/direct messages to owners, as this is not what a website does

Accept any other appropriate wording/phrasing

A description of how a website is used to communicate with customers. To include three from

• Provide information about products/prices/stock so customers can check before ordering
• Share news/updates/special offers with customers
• Provide contact details/a contact form so customers can send questions
• Collect reviews/feedback from customers
• Customers can place orders/buy products through the website
• Available 24/7 so customers can find information at any time

Allow: selling/ordering products online, as a way of communicating with customers.

Accept any other appropriate wording/phrasing.

A description of how email is used to communicate with customers. To include three from

• Send the same message/newsletter to many customers at once / using CC or a mailing list
• Send attachments such as photos of products/order confirmations
• Reply to customers' questions/queries
• Keep a record of messages sent and received so the pottery can refer back to them
• Use BCC so customers' email addresses are kept private from other customers

Do not accept answers about other communication platforms, such as a website or social media, as the question is about email.

Accept any other appropriate response

A description of how voice communication can be used with customers. To include three from

• Staff can make/receive (telephone) calls to speak to a customer directly
• Customers can phone to place orders/ask about prices/check what is available
• Staff can answer questions/resolve problems/complaints during the call
• Both people can talk in real time/a two-way conversation
• Staff can transfer a customer to another department/colleague
• A voice message can be left if the customer does not answer

Do not accept: sending an email/posting on social media, as these are not voice communication.

Accept any other appropriate response.

Award one mark for each correct reason and one mark for a justification of each reason, up to a maximum of four marks.

• Keeps the customer's booking/payment details private (1) so other people/customers cannot see them (1)
• Keeps the customer's personal/contact details confidential (1) as the message is only visible to the customer and the staff member (1)
• Stops other people copying or changing the booking (1) as a public status update can be seen by anyone (1)
• Keeps the conversation about the booking between the staff member and the customer (1) so other people cannot read it or join in (1)
• Media such as the customer's ticket/booking confirmation is sent only to that customer (1) so other people cannot see or use it (1)

Allow mix and match if the response makes sense

Do not accept 'more secure'/'safer'/'quicker' on its own as these do not state what is kept private

Accept any other appropriate wording/phrasing.

Responses will be credited according to the learner’s demonstration of knowledge and understanding of the material, using the indicative content and level descriptors below.

The indicative content that follows is not prescriptive. Responses may cover some or all indicative content, but learners should be rewarded for other responses.

Discussion may consider

Company benefits

• Available 24/7 – families can check arrangements and prices at any time, so the company appears responsive
• Fewer routine phone calls – staff have more time to arrange funerals with families
• Cheap to update – prices and service notices can be changed on the site rather than printed and posted
• Professional image – a clear, well-designed site helps grieving families trust Marlowe
• Analytics – the company can see which services and pages families look at and improve them

Family benefits

• Prices and services shown – families can see the options and costs from home before contacting the company
• Details at any time – relatives, including those travelling from far away, can check service times and directions
• Contact form – families can ask private questions without details appearing on a public page
• Photos of the premises and options – families know what to expect before they visit

Levels

• Level 0 (0 marks): No rewardable content
• Level 1 (1–2 marks): Demonstrates isolated elements of knowledge and understanding; there will be major gaps or omissions; Few of the points made will be relevant to the context in the question; Limited discussion which contains generic assertions rather than considering different aspects and the relationship between them
• Level 2 (3–4 marks): Demonstrates some accurate knowledge and understanding; with only minor gaps or omissions; Some of the points made will be relevant to the context in the question, but the link will not always be clear; Displays a partially developed discussion which considers some different aspects and some consideration of how they interrelate, but not always in a sustained way
• Level 3 (5–6 marks): Demonstrates mostly accurate and thorough/detailed knowledge and understanding; Most of the points made will be relevant to the context in the question, and there will be clear links; Displays a well-developed and logical discussion which clearly considers a range of different aspects and considers how they interrelate, in a sustained way

Responses will be credited according to the learner's demonstration of knowledge and understanding of the material, using the indicative content and level descriptors below.

The indicative content that follows is not prescriptive. Responses may cover some or all indicative content, but learners should be rewarded for other responses.

Evaluation may consider

Email

Benefits

• Private/direct – class details and booking confirmations go only to the customer who has signed up.
• Low cost – one email can reach many customers for the price of internet access.

Drawbacks

• Junk/spam folder – class dates and new ceramics news may not be seen.
• Only reaches people who have given an email address/have internet access – misses new customers.

Social media

Benefits

• Wide audience – posts can be shared by people who do not yet use the studio, attracting new learners.
• Two-way communication – customers can comment, ask about classes and leave reviews.
• Images/videos/polls – the studio can show new ceramics and ask which classes are wanted.

Drawbacks

• Negative comments – a public complaint could damage the studio's reputation.
• Platform algorithms – regular customers may not see posts unless the studio pays to promote them.
• Time – staff must post regularly and reply to comments.

Accept any other appropriate wording/phrasing

Levels

• Level 0 (0 marks): No rewardable material
• Level 1 (1–2 marks): Demonstrates isolated elements of knowledge and understanding; there will be major gaps or omissions; Few of the points made will be relevant to the context in the question; Limited evaluation which contains generic assertions leading to a conclusion which is partially supported
• Level 2 (3–4 marks): Demonstrates some accurate knowledge and understanding; with only minor gaps or omissions; Some of the points made will be relevant to the context in the question, but the link will not always be clear; Displays a partially developed evaluation which considers some different competing points, although not always in detail, leading to a conclusion which is partially supported
• Level 3 (5–6 marks): Demonstrates mostly accurate and thorough/detailed knowledge and understanding; Most of the points made will be relevant to the context in the question, and there will be clear links; Displays a well-developed and logical evaluation which clearly considers a range of different aspects and competing points, leading to a conclusion that is fully supported