Business Studies & Economics 2011 pdf

2011
Business Studies
& Economics
www.pearsonschoolsandfecolleges.co.uk
BUSINESS 14–16
Edexcel GCSE Business 2–4
GCSE Business Studies 5
Edexcel GCSE in Applied Business 6–7
IGCSE Business Studies 8
Other 14–16 Business 8
BUSINESS 16+
A Level Business Studies 9
Revision Express Business Studies 10
A Level Applied Business 11
BUSINESS SOFTWARE
World of Work Business Levels 1 and 2 12
eCase Studies 13
Active Business 13
BUSINESS, ADMINISTRATION AND
FINANCE DIPLOMA
Edexcel Business Administration and Finance Diploma 14
WorkSkills 15
Projects/Extended Projects 15
BTEC BUSINESS
BTEC Business: overview 16
BTEC Entry 3/Level 1 Business Administration 17
BTEC Level 2 First Business 18
BTEC Level 3 National Business 19
BTEC Apprenticeships 20
Functional Skills 20
OCR NATIONAL BUSINESS

OCR National Business 21
NVQ/SVQ
NVQ/SVQ: overview 22
Level 2 NVQ/SVQ Customer Service 23
Level 2 NVQ/SVQ Business and Administration 24–25
Level 3 NVQ/SVQ Business and Administration 24–25
BUSINESS ACCOUNTING
Business Accounting 26–27
OTHER BUSINESS
Applied Leisure and Tourism 28
Other Business 28–29
ECONOMICS
OCR GCSE Economics 30
IGCSE Economics 31
A Level Economics 32–33
Edexcel GCE Economics 34
OCR A Level Economics 35
Other Economics 36
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Contents
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Unbeatable teaching, learning
and assessment resources
from Heinemann.
Also features Edexcel’s own
resources to provide even
greater flexibility and choice.
Look out for the logos
at the top of each page as a guide!
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Level 1 Level 2 Level 3
GCSE Business

GCSE Applied Business

IGCSE

A Level Business

A Level Applied
Business

BTEC

Edexcel Diploma

OCR National

NVQ/SVQ Business
and Administration

OCR Certifi cate
in Administration

MyBusSpace

WOW: World of Work


Active Business

eCase Studies

The BIGGEST choice of Business
and Administration resources for you!
Alain Anderton  Ian Gunn
Andrew Ashwin consultant editor
Student Book
Business:
Introduction to
Small Business
Edexcel GCSE

Edexcel’s own resources to cover
the different pathways
Edexcel GCSE Business delivers complete fl exibility for you and your students,
with published materials to cover the compulsory unit and three optional units
– giving you resources for each of the different business pathways.
2
NEW for 2011: Unit 1
Exam Preparation
CD-ROM
see page 4 for
further details!
O Deliver engaging lessons with the Student Books, Teacher Guides and ActiveTeach
CD-ROM, providing you with tools to motivate and interest your students.
O Plan lessons with ease – ActiveTeach includes interactive activities and suggested answers,
plus a host of teaching resources linked to the electronic version of the specifi cation.

O Support exam preparation with Edexcel’s brand new Unit 1 Exam Preparation CD-ROM
as well as its exclusive ResultsPlus and examzone features, fully integrated throughout the
Student Books and ActiveTeach.
O Prepare students for the new controlled assessment Unit 2 with our Controlled
Assesment Workbook, packed with ‘good practice’ examples to show students how
to succeed.
Edexcel GCSE Business
Edexcel GCSE Business:
Introduction to Small Business
Student Book
978 1 846904 96 7 £15.99
Teacher Guide
978 1 846906 05 3 £77.50
(+VAT)
Edexcel GCSE Business ActiveTeach CD-ROM
978 1 846904 95 0 £300.00
(+VAT)
Edexcel GCSE Business Controlled Assessment
Workbook
978 1 846906 92 3 £3.99
Edexcel GCSE Business Unit 1 Exam Preparation
CD-ROM
978 1 846909 45 0 £150.00*
(+VAT)
December 2010
*Prices are provisional until publication.
Alain Anderton  Ian Gunn
Andrew Ashwin consultant editor
Student Book
Business:

Introduction to
Small Business
Edexcel GCSE
Alain Anderton  Andrew Malcolm
Andrew Ashwin consultant editor
Student Book
Business:
Building a Business
Edexcel GCSE
Andrew Ashwin  Nicola Walker
Andrew Ashwin consultant editor
Student Book
Business:
Business Communications
Edexcel GCSE
Johathan Sheilds  Keith Hirst
Andrew Ashwin consultant editor
Student Book
Business:
Introduction to Economic
Understanding
Edexcel GCSE
Active Teach
Business
Edexcel GCSE
Compulsory Unit Optional Units Other Support
Edexcel GCSE Business:
Building a Business
Student Book
978 1 846904 97 4 £15.50

Teacher Guide
978 1 846906 06 0 £77.50
(+VAT)
Edexcel GCSE Business:
Business Communications
Student Book
978 1 846904 98 1 £15.50
Teacher Guide
978 1 846906 07 7 £77.50
(+VAT)
Edexcel GCSE Business: Introduction
to Economic Understanding
Student Book
978 1 846904 99 8 £15.50
Teacher Guide
978 1 846906 08 4 £77.50
(+VAT)
ActiveTeach is not a stand-alone
resource and needs to be used in
conjunction with the Student Books.
new!
Edexcel’s GCSE Business resources
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Business 14–16

Edexcel GCSE Business
Authors
Alain Anderton
Andrew Ashwin
Ian Gunn
Keith Hirst
Andrew Malcolm
Johnathan Shields
Nicola Walker
Consultant editor:
Andrew Ashwin
NEW for 2011: Unit 1
Exam Preparation
CD-ROM
see page 4 for
further details!
ActiveTeach is a powerful electronic learning resource that combines innovative teaching
materials with the fl exibility to introduce your own resources – providing you with the perfect
solution for seamless lesson planning and exciting whole-class teaching.
O Interactive activities, animations and simulations support your explanation of key
processes and concepts.
O ‘Create your own lesson’ facility allows you to draw upon material in the electronic
Student Book and Teacher Guide to compile your own lessons.
O ResultsPlus interactives help students to really understand and improve their exam skills.
O examzone caters for all your students’ revision needs with interactive multiple choice
questions, topic checklists, mobile phone fl ashcards and much more.
ActiveTeach
The ultimate front-of-class teaching tool!
BBC video clips linked to case studies
further illustrate key points and bring

the study of business to life.
eSpec links directly to the electronic
version of the specifi cation when it’s
uploaded onto your computer.
Display the ActiveBook,
a digital version of
the Student Book,
on a whiteboard and
launch materials such
as video clips, activity
worksheets, answers
and much more direct
from the page.
ResultsPlus combines real
exam performance data with
examiner insight, matching
examiner commentary
to student answers and
identifying how to improve
answers.
www.
For further information on the
specifi cation or our new resources,
please visit www.pearson
schoolsandfecolleges.co.uk/
edexcelgcsebusiness.
Active Teach
Business
Edexcel GCSE
Sample screenshots from Edexcel

GCSE
Business ActiveTeach CD-ROM
.
Business 14–16
4
Edexcel GCSE Business
Unit 1 Exam Preparation CD-ROM
Help to prepare your students thoroughly for the exam
Controlled Assessment Workbook
Helping you to approach Controlled Assessment
with confi dence
new!
Edexcel GCSE Business Unit 1 Exam Preparation CD-ROM is written by examiners and will
prepare your students for the Unit 1 exam.
O A PowerPoint tutorial with audio voice-over explains how to approach multiple-choice
questions and the skill behind getting to the right answer.
O End-of-topic interactive tests enable your students to test their knowledge and
understanding of the Unit 1 content.
O Two Edexcel-style exams are available as interactive tests or as paper versions to provide
exam skills practice.
O PowerPoint revision notes for each topic cover all of the key concepts and ideas so that
your students are fully prepared.
Developed in partnership with Edexcel and written by a senior examiner, this structured
Workbook leads students through the assessment criteria to ensure complete coverage of the
specifi cation requirements.
O Unpicks the mark scheme and provides practice and guidance at every stage, so
students can complete each part of the controlled assessment with confi dence.
O Fill-in templates provide structure and guidance for research, presentation, analysis and
evaluation tasks.
O Packed with ‘good practice’ examples and ResultsPlus activities to help students to

understand their learning.
Edexcel GCSE Business
Unit 1 Exam Preparation CD-ROM
978 1 846909 45 0 £150.00*
(+VAT)
December 2010
*Prices are provisional until publication
Edexcel GCSE Business
Controlled Assessment Workbook
978 1 846906 92 3 £3.99

Chapter 5 The research period
You should now know that you have up to six hours to carry out your research. This is not a long
time and so it is essential that you plan your research carefully. It is useful for your centre to
carry out a practice run of the CA with a different title to the one you will actually submit for
assessment. This is an excellent opportunity for you to practise some of the skills in researching,
as well as experiencing and solving some of the problems.
This chapter will go through the main issues that you need to think about when researching.You
can use the ideas and templates here for the practice run and for the real CA to help you
organise your research better.
Types of research
There are two ways in which you can gather information. Primary research involves gathering
information that is new and which does not already exist. Primary research methods include:
• interviews
• questionnaires/surveys
• observation
• work experience
• visiting businesses.
Secondary research involves gathering information that is already available. Secondary
research methods include using:

• newspapers
• magazines
• books
• the Internet
• television
• data sources such as the Office for National Statistics, Bank of England and business websites.
You may decide to do all your research using secondary data – that is perfectly OK. If you
choose to use primary research as well as secondary research, make sure that your primary
research gives you useful information.You do not have to cover all the methods above. Choose
carefully, depending on the information that you want to find.
Activity: On the right is a checklist that you can use to help you decide which methods of
research are appropriate for the question you are investigating.
Chapter 5 The research period
26
Primary
Interviews
■
Questionnaires/surveys
■
Observation
■
Work experience
■
Visiting businesses
■
Other
■
Secondary
Newspapers
■

Magazines
■
Books
■
The Internet
■
Television
■
Business/information websites
■
Other
■
A write-in format
enables students’
materials to be stored
in one place as part
of the specifi cation’s
‘controlled’ conditions.
new!
Business 14–16
5
GCSE Business Studies, 3
rd
edition
Alain Anderton’s best-selling case study approach
These best-selling GCSE Business Studies resources from Alain Anderton take his popular case study
approach to provide all-round support for AQA, Edexcel, OCR and CCEA.
Student Books
O Provide coverage of the specifi cations, with separate editions to match the AQA, Edexcel,
OCR and CCEA objectives.

O Powerful and easy-to-use ICT resources with engaging multimedia material link seamlessly
to a digital version of the Student Book.
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Author
Alain Anderton is a best-selling GCSE
Business Studies author and examiner.
Best-selling resources for GCSE Business Studies
AQA Student Book with FREE ActiveBook
CD-ROM
978 1 405864 50 3 £22.60
(+VAT)
Edexcel Student Book with FREE ActiveBook
CD-ROM
978 1 405864 49 7 £22.60
(+VAT)
OCR Student Book with FREE ActiveBook
CD-ROM
978 1 405864 51 0 £22.60
(+VAT)
CCEA Student Book with FREE ActiveBook
CD-ROM
978 1 405864 52 7 £22.60
(+VAT)

AQA Teacher Guide
978 1 405867 51 1 £87.00
Edexcel Teacher Guide
978 1 405867 53 5 £87.00
OCR Teacher Guide
978 1 405867 54 2 £87.00
CCEA Teacher Guide
978 1 405892 32 2 £79.99
Sample pages from
GCSE Business Studies AQA Student Book
.
Fresh and modern design with accessible
features to motivate students of all abilities.
Relevant and
contemporary contexts
with up-to-date case
studies that students can
relate to.
Business 14–16
6
Edexcel’s own resources for GCSE in Applied Business help you to deliver the concepts
and theory that your students need in an engaging, accessible and – above all – strongly
applied way.
Student Book
O This full-colour book covers all the course content so students can focus on what they
need to know.
O Up-to-date case studies from a range of sectors and companies bring a work-related feel
to lessons and support students in relating theory to practice.
O A dedicated assessment section for each unit provides tips on planning and revision, along
with exam questions with model answers to help students to maximise their potential.

Edexcel GCSE in Applied Business
(Double Award)
The complete solution for applied learning from Edexcel
Edexcel GCSE in Applied Business
Authors
Carol Carysforth
Rob Dransfi eld
Mike Neild
Cathy Richards
Consultant Editor
Andrew Ashwin,
Chief Examiner, Edexcel
Student Book
978 1 846903 77 9 £20.99
Sample pages from
Edexcel GCSE Applied Business Student Book
‘Take it Further’ features
develop and stretch students’
thinking and encourage them
to take their learning further.
‘Remember it’ boxes are useful
for revision and help students to
remember key knowledge.
‘Apply it’ features
encourage students to apply
what they’ve just learnt to
a real-world scenario.
contents
1 Investigating how businesses
work

2 Financial records
3 Investigating people, business
and change
4 Financial planning and
forecasting
Teacher Guide with ActiveTeach
CD-ROM
978 1 846903 78 6 £199.00 (+VAT)
Sample pages from
Edexcel GCSE Applied Business Teacher Guide
Teacher Guide with ActiveTeach CD-ROM
O Provides complete support for teachers with a strong focus on applied learning,
differentiation, assessment and planning.
O The ActiveTeach CD-ROM contains customisable teaching material, PowerPoint
presentations and a range of student activities to spice up your lessons.
O ActiveTeach includes an interactive Student Book with activities to apply the learning,
giving you an engaging way of bringing the theory to life.
Sample screenshot from
Edexcel GCSE Applied Business
ActiveTeach CD-ROM
Practice activities develop
examination skills.
Catherine Richards
Series editor: Andrew Ashwin
Applied
Business
CD-ROM inside
Edexcel GCSE
Teacher Guide
Edexcel GCSE

Applied
Business
Written by Carol Carysforth, Rob Drans eld,
Mike Neild and Catherine Richards
Series editor: Andrew Ashwin
Business 14–16
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Teacher Guide
Differentiated activities let you
stretch your most-able students,
while giving you time to support
those who need it.
See page 12 for World of
Work: Business DVD,
an interactive way to
bring the working world
into the classroom.
www.
If you need help with planning to
teach GCSE Applied Business,
telephone our hotline on 01865
888012 or visit our website at
www.edexcel.com/appbus.
Feedback in electronic
activities helps students to

identify areas of strength
and areas for improvement.
7
Heinemann IGCSE Business Studies
Author
Rob Jones is a business studies author of
long standing and an experienced teacher
trainer. His works include GCSE texts in
Business Studies and Applied Business.
Student Book
978 0 435991 20 3 £17.99
Teacher’s CD
978 0 435045 86 9 £50.00
(+VAT)
Heinemann IGCSE Business Studies
Heinemann IGCSE Business Studies provides complete coverage of the latest Cambridge IGCSE
Business Studies syllabus.
O Includes an innovative FREE Exam Café student revision CD-ROM to support students’ revision needs.
O Differentiated core and supplementary material ensures the resource is suitable for all levels.
O Up-to-date and relevant case study material is placed in context to bring theory to life.
O The Teacher’s CD provides an array of materials such as worksheets and lesson plans to support your
teaching.
Business 14–16
ExamCafé CD-ROM inside
Rob Jones
IGCSE
Heinemann
3DUWRI3HDUVRQ
4UVEJFT
#VTJOFTT

new!
Student Book
6
Fishings , which involves netting, trapping, angling and trawling fish.
It also includes catching or gathering other types of sea food such
as mussels, prawns, lobsters, crabs, scallops and oysters. China is the
world’s largest fish producer.
Forestrys , which involves managing forests to provide timber for wood
products. It also involves protecting the natural environment, providing
access and facilities to the public and managing wildlife habitats.
Agricultures , which involves a range of farming activities. This is
probably the most important primary sector activity for most countries.
Most agriculture is concerned with food production, but other examples
include ornamental or exotic products such as cut flowers, nursery
plants and tropical fish.
Secondary sector
In the secondary sector business activity involves converting raw materials
into finished or semi-finished goods. Examples include metal working,
car production, textile production, chemical and engineering industries,
aerospace manufacturing, energy utilities, engineering, food processing,
construction and shipbuilding. In many countries this sector has declined
in recent years.
Tertiary sector
The tertiary sector involves the provision of services. There is a wide
variety of services and some examples are given below:
Professional services s such as accountancy, legal advice and medical care.
Transport s such as train, taxi, bus and air services.
Household services s such as plumbing, decorating, gardening and house
maintenance.
Leisure services s such as television, tourism, swimming pools and

libraries.
Financial services s such as banking, insurance, and pensions.
Commercial services s such as freight delivery, debt collection, printing
and employment agencies.
Jill and Ronnie Sanchez have owned a farm for 40 years. They grow a range of root vegetables such as carrots,
swedes, turnips and parsnips. They have a contract to supply two local supermarkets and also sell to other
shops in the area. In the 1970s, Jill and Ronnie employed up to 12 workers; however, because of mechanisation
they now just employ three.
De-industrialisation – the
decline in manufacturing.
Primary sector – production
involving the extraction of raw
materials from the earth.
Secondary sector – production
involving the conversion of raw
materials into finished and semi-
finished goods.
Tertiary sector – the provision
of services in the economy.
Key terms
QUESTION 1
What is business activity?
5
Primary sector
Business activity is classifi ed into three sectors. In the primary sector
business activity involves extracting raw materials from the earth.
Examples include:
Mining and quarryings where raw materials such as coal, iron ore,
copper, tin, salt and limestone are dug out of the ground. This sector
also includes the extraction of oil and gas. Saudi Aramco, the largest oil

producer in the world, is an example of a business that extracts oil.
Getting started…
Businesses operate in different sectors. In developed countries, such as the US and the UK, most businesses
provide services. They may be fi tness centres, insurance brokers or retailers, or provide services for businesses
such as market research or IT support. In some countries, such as China, there are large numbers of
manufacturers. Finally, in less developed countries most businesses will concentrate on producing agricultural
goods. Look at the businesses below.
(a) Which of the businesses above are concerned with (i) agriculture; (ii) manufacturing; (iii) services?
(b) Which of the above businesses are most likely to be common in (i) Africa; (ii) Western Europe?
Business classifi cation
Chapter 2
Figure 2.1
Examples of business activity in
different sectors
Other resources
Longman Business
Studies for IGCSE
• Develops knowledge and understanding of real
business issues with up-to-date case studies.
• Offers lots of practice opportunities with exam-
style questions and end-of-unit assessments.
Longman Business Studies for IGCSE
978 1 405802 07 9 £17.85
Textbook of Commerce,
5
th
edition
Endorsed by the University of Cambridge
International Examinations, this is the ideal
companion for students studying the CIE O Level

in Commerce.
Textbook of Commerce, 5th edition
978 0 435982 25 6 £13.95
Business Case Studies
• Provides detailed case studies from well-known companies
interpreted for classroom use.
• Written specifi cally around the key themes of the GCSE and
Applied GCSE specifi cations.
• Gives students guidance on exam technique.
Business Case Studies for GCSE
978 1 405864 47 3 £102.00 (+VAT)
Sample pages from Heinemann IGCSE Business Studies
8
Getting started sections at the
beginning of each chapter set the
scene for students and put them in
charge of their own learning.
Questions throughout reinforce
learning and test students’
knowledge and understanding.
Key terms are highlighted and explained
so students can quickly grasp what they
are reading.
9
AS and A Level Business Studies,
4
th
edition
Best-selling textbooks, revised for the latest GCE specifi cations
The fourth editions of these market-leading texts have been completely updated for teaching the

latest AS and A Level Business Studies specifi cations. Each edition incorporates the changes to
the GCE specifi cation, including the reduction in the assessment burden from six to four units. Business
Studies gives you more choice and targeted coverage of the specifi cations with an edition suitable for
OCR, IB, WJEC, CCEA and SQA, and an AQA edition.
Student Books
O Written by an experienced and respected team of authors and examiners – and now including the
expertise of Alain Anderton.
O Help students to achieve the best results with full coverage of the new assessment objectives.
O Include short answer, data response and case study questions that follow the new assessment style,
with guidance on how to achieve the highest marks in examinations.
Teacher Guides
O Photocopiable resource to save you valuable preparation time.
O Provide exemplar answers to all questions in the Student Book.
O Include a comprehensive grid outlining which units from the Student Book can be used with
particular specifi cations.
A Level Business Studies, 4
th
edition
Suitable for OCR, IB, WJEC, CCEA and
SQA boards
Student Book
978 1 405892 31 5 £28.99
Teacher Guide
978 1 405892 32 2 £79.99
Business Studies for AQA AS Level,
4
th
edition
Student Book
978 1 405892 20 9 £18.99

Business Studies for AQA A Level,
4
th
edition
Student Book
978 1 405892 21 6 £28.99
Business Studies for AQA Teacher
Guide, 4
th
edition
978 1 405892 23 0 £79.99
Authors
Dave Hall, Rob Jones, Carlo Raffo,
and Alain Anderton
Edited by Ian Chambers and Dave Gray
Business 16+
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Student Book
Sample pages from
Business Studies, 4
th
edition
Provides the latest theory and practice,

coupled with case studies and statistics, that focus
on today’s business issues to ensure students are
able to apply the theory to real-life situations.
Questions throughout reinforce learning and
test students’ knowledge and understanding.
10
Revision Express Business Studies
AS & A2
Covers AS and A2 in one book, making revision fast and effective
If you’re looking for a fast, focused and effective way for your students to revise for their AS or A2 exams,
Revision Express is the answer.
O Each chapter is broken down into two-page topic sessions, packed with information, top tips and
unique features to help students carefully organise their revision and gain vital extra marks.
O All the information is presented in short, memorable chunks for quick and simple revision.
O Students can check progression with short ‘checkpoint’ questions and answers.
O Sample exam-style questions help students to develop and practise their exam techniques, and
A-Level examiners reveal the secrets to getting top grades.
Business 16+
Student Book
Revision Express Business Studies
AS & A2
978 1 408206 50 8 £14.99
Short checkpoint questions
and answers allow you to
check your progress.
Sample pages from Revision Express Business Studies AS & A2
Real exam questions help
to check learning and provide
thorough exam preparation.
11

AS and A2 Level Applied
Business for Edexcel
Comprehensive coverage of the Edexcel Applied Business
specifi cation for AS and A2 Level
These materials from Causeway Press for AS and A2 Level Applied Business for Edexcel are endorsed
by Edexcel and written by examiners.
O Flexible materials cover the single and double awards at AS Level and A2 Level.
O Examples show how to achieve success in internal and external assessment with valuable
examiner guidance.
Applied Business 16+
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AS and A2 Level Business for Edexcel
Authors
John Evans-Pritchard
Dave Gray
Margaret Hancock
Rob Jones
Alan Mansfi eld
Best-selling resources for A Level Applied Business
AS Level Applied Business for Edexcel
(single award)
978 1 405821 14 8 £20.99
AS Level Applied Business for Edexcel

(double award)
978 1 405821 15 5 £25.99
A2 Level Applied Business for Edexcel
(single and double award)
978 1 405821 16 2 £24.99
Applied Business for Edexcel Teacher
Guide (photocopiable)
978 1 405821 13 1 £80.00
A Level Applied Business
Comprehensive coverage for AS and A2
Colourful and engaging textbooks from Heinemann written for both the Single and Double Award of the
AS and A2 Level Applied Business for Edexcel and OCR.
O The strong author team comprises Rob Dransfi eld, Dave Needham, Karen Hough, Catherine Richards
and Neil Richards.
O ‘Think it over ’ features encourage students to think more deeply about what they have learnt.
O ‘Key terms’ help students to develop their business vocabulary.
O Up-to-date case studies have differentiated questions to allow students to work at their own level.
OCR: AS Single Award
978 0 435401 15 3 £19.99
OCR: AS Double Award
978 0 435401 16 0 £23.99
OCR: A2 Double Award
978 0 435352 91 2 £24.99
Edexcel: AS Single Award
978 0 435401 13 9 £19.99
Edexcel: AS Double Award
978 0 435401 14 6 £23.99
Edexcel: A2 Double Award
978 0 435352 90 5 £24.99
12

Business Software
World of Work Business
Levels 1 and 2
DVD and Learning Resource File
Authors
Linda Bickel
Beth Gray
978 0 435812 26 3 £199.00 (+VAT)
authors
Linda Bickel is an Edexcel specifi cation
writer and experienced teacher. She has
worked closely on the new BAF Diploma
for Edexcel.
Beth Gray is an experienced Business
teacher who has taught applied and
vocational Business for 20 years. She
has worked as part of the Hertfordshire
Consortium for the BAF Diploma.
Business, Levels 1 and 2
DVD and Learning Resource File
Engaging DVD footage and practical learning activities
for Business courses
O Engaging DVD footage of real businesses, accompanied by practical learning activities,
give students a valuable insight into the workplace with a clear learning focus.
O The Learning Resource File includes teaching ideas, activities and homework for 30 lessons,
to ensure that you and your students are getting maximum benefi t from the DVD.
O Ideal for use alongside a range of Level 1 and 2 courses, including the Business, Administration
and Finance Diploma qualifi cation, with mapping and guidance on how to use the resource with your
particular course as well as support for work experience in different settings.
Learning Resource File

Sample page from World of Work:
Business Levels 1 and 2
Screenshot from World of Work:
Business Levels 1 and 2 DVD
Student resource sheets provide
stimulus for discussion before, during
and after watching, as well as problem-
solving scenarios for group work.
DVD
Interviews and DVD footage in
different settings enable students to
develop an understanding of a variety of
different work environments.
www.
Find out more and see samples at
www.pearsonschoolsandfecolleges.co.uk/
wow.
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Business Software

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Sample screenshot from
Active Business
www.
View sample material at
www.pearsonschoolsandfecolleges.co.uk/
bussoftware.
Active Business
Authors
Phil Guy
Catherine Richards
978 0 435464 16 5 £210.00 (+VAT)
-VY[OL
ZWLJPÄJH[PVU
A fl exible e-solution for teachers of any
Level 3 Business course
Designed especially for whole-class teaching using interactive whiteboards or projectors, this electronic
resource helps you to deliver a wide variety of business courses at Level 3 in an engaging and visual way.
O Thirty key business topics
delivered by animated
lesson presentations
enhance teaching.

O Video and audio clips bring
key concepts alive.
O Interactive group activities
give students the opportunity
to become more involved and
work together.
O Customisable lesson plans
and student worksheets
support and extend
delivery of the electronic
presentations.
O An invaluable syllabus
mapping grid shows
exactly where each topic fi ts into
specifi c courses, to help you cover everything.
www.
View sample video clips and
assignments online at
www.pearsonschoolsandfecolleges.co.uk/
bussoftware.
eCase Studies for Business
Authors
Helen Coupland-Smith
Steve Richardson
Catherine Richards
with Karen Hough
978 0 435812 19 5 £210.00 (+VAT)
CD ROM
for Business
eCase?Studies

for Business
eCase?StudieseCase?Studies
for Businessfor Business
Video-based case studies exactly mapped to Level 2 qualifi cations
eCase Studies for Business addresses the problem of schools and colleges struggling to get their
students access to real businesses. Student understanding is developed through a series of in-depth case
studies drawn from today’s business world.
O Video case studies enable
learners to see theory in action.
O Assignments exactly mapped
to Level 2 business courses
and to separate exam boards
help with lesson planning.
O Activities are included to
reinforce student learning.
O Easy to install onto school/
college networks, stand-alone
PCs and VLEs.
Sample screenshot from
eCase Studies for Business
14
Business, Administration
and Finance Diploma
Level 1 Foundation Diploma
Student Book
O A bright and engaging textbook covers all the Principal Learning at Level 1 and brings
learning to life through links to the real business world.
O Embedded activities for functional skills and personal, learning and thinking skills ensure
learners develop these skills as they progress.
Assessment and Delivery Resource with CD-ROM

O Contains a PDF of the Student Book so you have everything you need to plan your lessons.
O Delivery plans, model assignments and a bank of ready-made and customisable activity
sheets support your teaching.
Level 2 Higher Diploma
Student Book
O Brings learning to life with strong links to the business world, with lively snapshots of the
workplace and enterprise activities to engage learners.
O Covers the Principal Learning at Level 2 and provides a variety of differentiated activities to
encourage learners to apply their skills and knowledge to real-life settings.
O Functional skills and personal, learning and thinking skills features are included in each
unit to ensure learners are developing these essential skills in context.
Assessment and Delivery Resource with CD-ROM
O Specifi c guidance on functional skills, personal, learning and thinking skills, the Project
and working with local employers, helps practitioners to feel confi dent delivering every part
of the Diploma.
O The CD-ROM provides a bank of ready-made and customisable planning and delivery
resources including case studies, worksheets, lesson plans, schemes of work and PowerPoint
slides, to cut down your planning time dramatically.
Level 3 Advanced Diploma
Assessment and Delivery Resource with CD-ROM
O Contains the unit specifi cation and delivery plans, as well as a range of activity sheets
for each unit, providing opportunities to develop practical skills, personal, learning and
thinking skills, and functional skills.
O Assessment guidance gives you peace of mind about seeing your learners through
assessment, with model assignments for each internally assessed unit.
Edexcel Diploma in Business,
Administration and Finance
Edexcel’s own resources to help ensure Diploma success
Level 1 Foundation Diploma
Authors

Linda Bickel, Gillian Dale,
Bernie Fishpool, Pat Lovell
Student Book
978 1 846905 10 0 £19.99
Assessment and Delivery Resource
with CD-ROM
978 1 846905 11 7 £140.00
(+VAT)
Level 2 Higher Diploma
Authors
Linda Bickel, Sarah-Jane Clark,
Linda Fitzmaurice, Alan Mansfi eld
Cathy Richards, Conrad Tetley
Student Book
978 1 846904 14 1 £19.99
Assessment and Delivery Resource
with CD-ROM
978 1 846904 15 8 £160.00
(+VAT)
Level 3 Advanced Diploma
Authors
Linda Bickel, Andrew Ashwin
Gillian Dale, Pat Lovell
Assessment and Delivery Resource
with CD-ROM
978 1 846905 12 4 £199.00 (+VAT)
www.
Download samples and see units
covered at
www.edexceldiplomas.co.uk/baf.

CD-ROM inside
Linda Bickel, Gillian Dale,
Bernie Fishpool, Pat Lovell
Assessment and Delivery Resource
Level 3 Advanced Diploma
Business, Administration
and Finance

15
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Business, Administration
and Finance Diploma
O Written to support the WorkSkills from Edexcel framework at Levels 1 and 2, WorkSkills
Activators guide learners through their work placement over three 10-hour WorkSkills units.
O Each write-in workbook includes activities to challenge different learning types,
can apply to any work sector and provides a place for learners to record evidence
of their own work placement.
O Assessment templates are provided, including employers’ reports and visiting tutor
reports.
O An accompanying Teacher Resource Disk provides further assessment support
at Levels 1 and 2.
WorkSkills Activators
Authors
Judith Ball, Eileen Cox
Level 1 Workbook

978 1 846903 36 6 £4.99
Level 2 Workbook
978 1 846903 35 9 £4.99
Teacher Resource Disk
978 1 846903 37 3 £130.00 (+VAT)
WorkSkills Activators
Guiding learners through their work placement
O Supporting learners doing a Project as part of their Diploma or as a stand-alone
qualifi cation, these resources cover all the skills needed at Levels 1–3.
O Student Guides enable students to develop essential skills needed for success.
O Teacher Resource Disks offer guidance and support on developing learners’ skills.
Levels 1 and 2 Project and Level 3
Extended Project Guides
Help your learners gain the skills they need!
Projects and Extended Projects
Co-ordinating editors:

Elizabeth Swinbank, John Taylor
Level 1 and 2 Student Guide
978 1 846903 64 9 £10.00
Level 1 and 2 Teacher Resource Disk
978 1 846903 62 5 £130.00
(+VAT)
Level 3 Student Guide
978 1 846903 63 2 £11.00
Level 3 Teacher Resource Disk
978 1 846903 61 8 £160.00
(+VAT)
www.
Find out more and view samples

at www.pearsonschoolsand
fecolleges.co.uk/vocational.
Sample page from Level 1 and 2 Projects Student Guide
Level 3 Extended Project
Teacher Resource Disk
Coordinating editors: Elizabeth Swinbank and John Taylor
A teacher resource CD to accompany the
Level 3 Extended Project Student Guide
Supports Edexcel’s
Project and
Extended Project
specifi cations!
16

BTEC’s own Business resources
to accompany the 2010
specifi cation – by the BTEC team,
for BTEC learners
BTEC and Heinemann have joined forces to bring you BTEC Entry 3/Level 1,
BTEC Level 2 First and BTEC Level 3 National Business Student Books and
accompanying Teaching Resource Packs, to support you every step
of the way to BTEC success.
Inspire all learners. Raise attainment.
Teach BTEC.
course structure
BTEC Level 3 National
BTEC Entry 3/Level 1 BTEC Level 2 First
* Prices are provisional until publication.
978 1 846906 34 3
£21.99

978 1 846906 20 6
£19.99
978 1 846909 21 4
£17.99
978 1 846906 35 0
£21.99
978 1 846906 36 7
£199.00
(+VAT)
978 1 408259 39 9
£199.00* (+VAT)
March 2011
978 1 846906 21 3
£199.00
(+VAT)
978 1 846909 34 4
£65.00 (+VAT)
Student Book 1Student BookStudent Book Student Book 2
Teaching
Resource Pack
Assessment
Resource Pack
Teaching
Resource Pack
Teaching
Book
new!
new!
new!
NEW for 2011!

Assessment Resource
Pack for BTEC Level 2
First Business
see page 18
for details!
17
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new!
BTEC Entry 3/Level 1 Business
Administration
Student Book
978 1 846909 21 4 £17.99
Teaching Book and Resource Disk
978 1 846909 34 4 £65.00
(+VAT)
BTEC’s own resources for Entry 3/Level 1 Business Administration are tailored to the needs
of Entry 3 and Level 1 learners – providing engaging content that helps learners achieve their
potential and progress to employment or BTEC Level 2 First.
Student Book
O Designed for the needs of the Entry 3/Level 1 learner in full colour, with a spread-based
approach, and topics broken into clear, bite-sized chunks to retain learners’ attention.
O Covers 11 units at Level 1 and two units at Entry Level 3, so you can be confi dent your
learners have the content they need to achieve their qualifi cation.
O Activities mapped to the assessment criteria in each unit provide support and clear
direction for learners, helping them to work towards the criteria.

O Edexcel’s own Assignment tips, written by BTEC experts, help learners to achieve their
potential in assessments.
O Help your learners progress to employment or BTEC Level 2 First with a focus on
employability skills, and introducing learners to BTECs.
Teaching Book and Resource Disk
O Your copy of the Student Book, with tailored introduction notes to help you get the most
from BTEC’s own resources.
O Save your planning time with schemes of work, unit introductions and delivery guidance –
including advice on covering Functional Skills – to help you plan and prepare for lessons.
O Covers all the units from the Student Book – with clear references to the activities and
content – plus delivery resources for an extra Entry 3 unit.
O Teaching ideas for each unit help to get you started on each topic.
BTEC Entry 3/Level 1
Business Administration
BTEC’s own resources
UNIT 19 CREATING BUSINESS DOCUMENTS
UNIT 19: Creating Business DocumentsUNIT
19 CREATING BUSINESS DOCUMENTS
Sending documents
As shown in the case study about Moorcroft Golf and Leisure Club,
businesses need to choose carefully how to communicate information
through business documents. Choosing how to send a business
document is important in order to make sure the information gets to
the right person in an effective format. Some of the most common
delivery options for communicating business information and the
purpose of each document are in the table below.
Document type Purpose of document
Letter  AZiiZghXVcWZ[dgbVa#
 AZiiZghVgZjhZYidXdbbjc^XViZl^i]eZdeaZVcYdg\Vc^hVi^dchdjih^YZd[ndjg
Wjh^cZhh#

 AZiiZghXdbZ^cbVcn[dgbh!]dlZkZgi]Z^gbV^cejgedhZ^hcdgbVaanidVYk^hZV
Wjh^cZhh!XjhidbZg!hjeea^ZgdgWjh^cZhhXdciVXii]ViVcZkZci]Vh]VeeZcZYdg^h
VWdjiid]VeeZcdgidXdcÒgbV\gZZbZcihVcYXdcigVXih#
BZbd  6bZbd[jaacVbZ
bZbdgVcYjb
^hVc^ciZgcVaYdXjbZcijhZYl^i]^cVWjh^cZhh
id^c[dgbZbeadnZZhi]ViVcZkZci^hVWdjiid]VeeZc#
 BZbdhVgZcdijhjVaanlg^iiZc^ci]ZhVbZ[dgbVabVccZgVhaZiiZgh#
:bV^ah  :bV^a ^h V cdl kZgn edejaVg Vh ^i ^h fj^X`Zg VcY X]ZVeZg id hZcY XdbeaZm
6Xi^k^in/<gdjeY^hXjhh^dc
As a group, discuss what you think Charlie Statham should
do to solve the problems at Moorcroft Golf and Leisure club.
Think about how long standing members may have felt if they
believed the business had just ignored them. How might this
have affected the business? How could Charlie ensure this
could never happen again?
Business documents
9dXjbZcihZ^i]Zg^ceVeZg
dgZaZXigdc^X[dgbl]^X]
VgZjhZY^cWjh^cZhh[dg
VcjbWZgd[Y^[[ZgZci
ejgedhZh#;dgi]ZYdXjbZci
idWZjhZ[ja!^ibjhiWZ
XdbeaZiZYl^i]VXXjgVXn#
Purpose of document
:VX]ineZd[YdXjbZci
eZg[dgbhVheZX^ÒX[jcXi^dc#
>i^h^bedgiVcii]Vii]Z
XdggZXiYdXjbZci^hjhZY
[dgi]ZXdggZXiegdXZhh^[Vc

VYb^c^higVi^kZhnhiZb^hid
ldg`Z[ÒX^Zcian#
Key terms
LO1
BTEC’s own resources
Effective communication is important for the smooth running of a
business. People within the organisation need to be able to choose
and use appropriate business documents to communicate important
information to internal and external customers.
Business documents can be used to request and provide information,
give instructions, attract potential customers and confirm
agreements. You will learn about the different types of document
that businesses use for these purposes later in the unit.
Different types of business
documentation
BTEC’s own resources
LO1
Case study:
The Moorcroft Golf
and Leisure Club
The Moorcroft Golf and Leisure Club
on the outskirts of Leeds is an exclusive
5-star hotel that boasts an 18 hole
championship golf course and a luxury
health spa. This hotel, golf and leisure
club was opened in 1990. Since then
l bii dh d f
Sample page from BTEC Entry 3/Level 1 Business Administration Student Book
Key terms give learners clear
and concise descriptions of

industry terms.
Case studies put learning into
a real-world context, helping
learners to see how their
learning relates to business
environments.
contents
Entry Level 3 units covered
Unit 2 Managing your health at
work
Unit 5 Working in business
administration
Unit 6 Professional behaviour
in an offi ce environment
(Teaching Book only)
Level 1 units covered
Unit 14 Working in business
administration
Unit 15 Communicating
electronically
Unit 16 Making and receiving calls
Unit 17 Welcoming visitors
Unit 18 Handling mail
Unit 19 Creating business
documents
Unit 20 Recording business
transactions
Unit 21 Supporting business
meetings
Unit 22 Business administration

group project
Unit 23 Ideas for small business
Unit 24 Job opportunities in
administration
BTEC Business
Activities help stimulate learners
to think about their work, and
explore the topics in more detail.
18
These resources provide in-depth coverage of the four mandatory units and 11 most popular
optional units, giving you more than enough units for the full Diploma so you can tailor
the course to your learners’ needs and interests. Written by best-selling, tried-and-trusted
authors, you can be confi dent the materials are written at the right level and provide
suffi cient depth.
Student Book
O Assessment activities give practice for all grading criteria for the units covered, with
Edexcel’s own assessment tips to help learners achieve their potential.
O WorkSpace case studies put the learning into a real-world context, giving exclusive access
to real businesses, motivating learners by linking their learning to their future careers.
Teaching Resource Pack
O Schemes of work and lesson plans help to save you planning time so you can spend more
time supporting your learners.
O A bank of @t work resources puts engaging videos, interactive activities and PowerPoints
at your fi ngertips – full of vocational relevance and designed for those who learn better
by doing.
O Stretch and support guidance helps you to differentiate your delivery, helping all learners
to achieve their potential.
O VLE-ready CD-ROM and a separate disk for your own computer contain all resources for
easy upload.
Assessment Resource Pack

A true lifesaver for those who are new to BTEC, and a
great source of ideas for those already delivering the
course!
O Ready-made assignments, approved by BTEC’s leading experts, so you can get straight
into delivery.
O Examples of learner work that has been graded by BTEC experts to help you assess with
confi dence, and demonstrate to learners how they can raise their attainment to Merit and
Distinction.
O Tried-and-tested ideas and fully worked examples to showcase what you can do
with BTEC.
O All materials available in ring-binder with VLE-ready CD-ROM containing all resources for
easy upload.
BTEC Level 2 First Business
Everything you need for BTEC success at your fi ngertips!
BTEC Level 2 First Business
Authors
Carol Carysforth
Mike Neild
Catherine Richards
Student Book
978 1 846906 20 6 £19.99
Teaching Resource Pack
978 1 846906 21 3 £199.00 (+VAT)
BTEC Business
new for
2011!
new!
BTEC Level 2 First Business
Assessment Resource Pack
978 1 408259 39 9 £199.00* (+VAT)

March 2011
*Prices are provisional until publication
www.pearsonfe.co.uk/atwork.
Interactive learning with
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19
BTEC Business
BTEC Level 3 National Business
Unparalleled support from the BTEC team
for the Level 3 specifi cation
BTEC Level 3 National Business
Authors
John Bevan, Helen Coupland-Smith,
Rob Dransfi eld, John Goymer,
Carlo Mencattelli, Catherine Richards,
Neil Richards
Student Book 1
978 1 846906 34 3 £21.99
Student Book 2
978 1 846906 35 0 £21.99

Teaching Resource Pack
978 1 846906 36 7 £199.00 (+VAT)
BTEC and Heinemann have joined forces to bring you BTEC’s own resources for BTEC Level 3
National Business – by the BTEC team, for BTEC learners – to support you every step of the

way to BTEC success.
Student Books
O Student Book 1 includes all four mandatory units plus eight popular optional units –
providing complete coverage for the BTEC Level 3 National Certifi cate, BTEC Level 3
National Subsidiary Diploma or BTEC Level 3 National Diploma qualifi cations.
O Student Book 2 comprises eight optional units, giving additional unit choice.
O Assessment activities in each unit give practice for all grading criteria, with Edexcel’s own
grading tips to help learners achieve their potential.
Teaching Resource Pack
O Covers 12 units including all four mandatory units with differentiation built into activities,
schemes of work and lesson plans to stretch the most able towards Distinction grades.
O A bank of @t work resources puts engaging videos and PowerPoints at your fi ngertips –
putting the theory into a vocational context and designed to support experiential learning.
O Stretch and support guidance helps you to differentiate your delivery to challenge the
most able and provide scaffolding and guidance where necessary, helping learners achieve
their potential.
O VLE-ready CD-ROM contains all resources for easy upload.
Sample page from BTEC Level 3 National Student Book
Unit 5 Business accounting
1.4 Capital expenditure
Expenditure is money spent by a business and can
be split into two categories: capital expenditure and
revenue expenditure. We are going to start by looking
at capital expenditure. This is used to buy
capital
items
, which are assets that will stay in the business for
a long period of time. Capital items are  xed assets
and intangible assets, as explained below.
Fixed assets

Fixed assets are items owned by a business that will
remain in the business for a reasonable period of
time. These are shown on a business’s balance sheet
and include land and buildings, of ce equipment,
machinery, furniture and  ttings, and motor vehicles.
These are sometimes referred to as ‘tangible assets’
because they can be touched.
Most  xed assets lose value over time and for this
reason they are depreciated. This means that each year
their value in the balance sheet is reduced in order to
give a fair value of the asset.
Intangibles
An intangible asset is something owned by the
business, that cannot be touched but adds value to the
business. Here are three common intangibles that exist
within businesses.
• Goodwill – when you buy an existing business, its
name and reputation will already be known, and
it may already have an established customer base
or set of clients. This increases the value of the
business and therefore increases the selling price of
the business. A sum of money is added to the value
of the business to re ect the value of this goodwill.
However, goodwill is dif cult to place a  gure on –
Key term
Capital items – assets bought from capital expenditure such
as machinery and vehicles
• Trademarks – a trademark is a symbol, logo,
brand name, words or even colour that sets apart
one business’s goods or services from those of its

competitors. Trademarks can be a key in uence on
consumer choice and build a strong brand loyalty.
A trademark therefore is of value to a business and
consequently recorded as an intangible asset.
How do you decide upon the monetary
value of a trademark?
1.5 Revenue expenditure
Revenue expenditure is spending on items on a
WorkSpace
• check the post for incoming money received
• check the bank account online for incoming money received.
I have to input all the details accurately on to the computer. At the end of
each week, I check through all the invoices that have not yet been paid. We allow our
customers 30 days to pay, so if the invoice was issued more than 30 days ago and has not
yet been paid, I have to chase the customer. Most of the time they apologise and say they will
authorise payment there and then. If, however, I think there might be a problem, I have to tell my
manager.
Do you also deal with the money going out of the business?
No, that is Tanya’s job – she is the Purchase Ledger Clerk. She has to record all the purchases made by
the business and authorise payment for these. For example, all our drivers have a petrol card for BP
service stations. So each month Tanya will authorise the bank to pay the month’s fuel costs to BP.
Why is your job important to the business?
If I don’t issue an invoice and chase payment, then we would be providing a service for free!
The invoice asks the customer to pay and is the  rst step towards getting cash into the
business. If there is not enough money coming in, even if sales are being made,
Christian has worked for eight
months as a sales ledger clerk at Vamous Vehicles,
a small independent courier business. The business operates
a  eet of four delivery vans providing next-day courier services to and
from anywhere in the UK.

What does your job involve on a daily basis?
I am responsible for keeping the sales ledger up to date. This is a record of all of the
sales made by the business and of the payments received from customers. In effect,
it lets the boss know how much is being made in sales and how much money is
still owed. On a daily basis this means I have to:
• collect job sheets from drivers for the previous day’s deliveries
• issue invoices to customers requesting payment
for the delivery made
Sales Ledger Clerk
Christian
Key terms are highlighted throughout
so learners can quickly grasp the
meaning of what they are reading.
WorkSpace case studies link each unit to real-world
business decisions, helping learners to see how the
theory is put into practice in industry and to relate
their learning to their future careers.
www.pearsonfe.co.uk/atwork.
Interactive learning with
Functional Skills Teaching and Learning Disks
Practical support and resources to deliver the new functional skills
qualifi cations across English and mathematics at Entry 3, Level 1 and Level 2.
● Support with delivery: Activity-based delivery plans offer total support that can
easily be used with all post-16 learners, whether they are following an apprenticeship,
NVQ, vocational course or taking functional skills as a stand-alone qualifi cation. The
packs offer practical support and guidance for different models of delivery across
varied learning environments.
● Complete solution: The packs cover all the functional skills standards, with guidance
on: helping learners to apply problem-solving skills; assessing learners’ underpinning
English and mathematics skills; working with groups and individual learners; preparing

for assessment.
● Interactive learning: Bring learning to life with integrated interactive activities that
encourage learners to apply their functional skills in different contexts and situations.
The activities help learners to make decisions and solve everyday problems using their
English and mathematics skills.
● Personalise to your own needs: A wealth of teacher resources sit alongside ideas
for contextualising the learning to different sectors, meaning you can tailor the
resources to suit your learners’ needs.
Go online to www.pearsonfe.co.uk/fs to fi nd out more.
for apprentices, vocational and adult learners
Entry 3 Mathematics
978 0 435048 66 2
Level 1 Mathematics
978 0 435048 67 9
Level 2 Mathematics
978 0 435048 68 6
Entry 3 English
978 0 435048 63 1
Level 1 English
978 0 435048 64 8
Level 2 English
978 0 435048 65 5
All disks priced at £300 (+VAT)*
and available in May 2011.
*Prices are provisional until publication.

Q589 V10SKI00456
20
Apprenticeships
BTEC Apprenticeships –

More support for more successful apprenticeships
● Integrated knowledge and competence elements
● Reduced administration for your centre through
data sharing and interoperability
● Recognised early achievement
● A market-leading solution for functional skills
Visit
www.btecapprenticeships.com
now to fi nd out more
Q590 V10SKI00455
OCR National Business
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OCR National Business
Engaging resources written to match
the specifi cation
These textbooks for Levels 2 and 3 really engage your students and offer full coverage of the OCR National
Business specifi cations.
Level 2
O The Student Book for Level 2 is the only resource to cover both the mandatory and optional
units.
O Written to match the specifi cations and covers all the assessment so tutors can be sure that
students have everything they need.
O Activities and case studies hold students’ interest and provide the opportunity to see how

businesses operate in the real world.
Level 3
O The Student Book for Level 3 covers four mandatory units and four of the optional units.
O Assessment objectives are defi ned in each unit so students have a clear outline of the knowledge,
understanding and skills needed to pass.
O Case studies with questions and interesting activities encourage students to learn to put theory into
context with links to actual business practice.
O Knowledge checks at the end of each unit enable candidates to assess their own progress.
OCR National Business
Authors
Karen Hough
Jackie Tye
Nick Colburn
Level 2 Student Book
978 0 435401 22 1 £19.99
Level 3 Student Book
978 0 435449 80 3 £24.99
Student Book
Sample pages from OCR National Busieness Level 2 Student Book
Students study real
businesses which
makes their learning
more meaningful.
Questions encourage
students to absorb and
refl ect on their learning.
Case studies help students to link
theory with real business practice.
www.
Download sample material at

www.pearsonschoolsandfecolleges.co.uk/
business.
21
22
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Let Heinemann serve
your business needs
Heinemann offers a total solution for those taking the new
2010 NVQ/SVQ standards for Customer Service at Level 2
and Business & Administration at both Levels 2 and 3.
Candidate Handbooks
Feature a range of engaging activities and portfolio tasks to
encourage candidates to achieve their best. Assessment advice
allows them to focus on exactly what they need to know and
show they can do.
Companion website
Offers coverage of further optional units, answers for Student
Book questions, sample forms for activities and additional
coverage of the Technical Certifi cate to give your candidates
complete support.
NVQ/SVQ
NVQ/SVQ
Level 2 Customer Service
Levels 2 and 3 Business & Administration
new!
Candidate Handbooks
Level 2 NVQ/SVQ Customer Service Candidate
Handbook (and companion website)
978 0 435046 89 7 £19.99*
March 2011

Level 2 NVQ/SVQ Business & Administration
Candidate Handbook (and companion website)
978 0 435046 90 3 £19.99*
March 2011
Level 3 NVQ/SVQ Business & Administration
Candidate Handbook (and companion website)
978 0 435046 88 0 £24.99*
May 2011
*Prices are provisional until publication.
23
www.
For a full list of contents, visit our
website at
www.pearsonschoolsandfecolleges.co.uk/
customerservice.
NVQ/SVQ
Level 2 NVQ/SVQ Customer Service
New materials to support the 2010 standards
This brand new, full-colour Candidate Handbook with accompanying website supports the new
Customer Service standards at Level 2.
O Written in line with the revised QCF Framework to offer authoritative coverage of the new
Level 2 NVQ/SVQ Customer Service standards.
O Covers the mandatory, most B-category units, and the most popular optional units, with
additional support for the Technical Certifi cate and Functional Skills.
O Highly illustrated units and varied activities mean that candidates are kept engaged and can access
the information they need quickly.
O Offi ce Life case studies show learners how the qualifi cation supports their working life and provides
practical best-practice tips for making the most of their career.
O Assessment guidance features throughout offer advice on how to prepare for assessment, and how
candidates can achieve their best.

t
0845 630 33 33
f
0845 630 77 77
@

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www.pearsonschoolsandfecolleges.co.uk
new!
Suitable for all
awarding organisations,
including C&G, EDI,
Edexcel, OCR, SQA
and VTCT.
Level 2 NVQ/SVQ Customer Service
Candidate Handbook (and website)
978 0 435046 89 7 £19.99*
March 2011
*Prices are provisional until publication.
contents
F1: Communicate using customer
service language
F2: Follow rules to deliver customer
service
A3: Communicate effectively with
customers
A4: Give customers a positive
impression of yourself and your
organisation
A10: Deal with customers face to face

B2: Deliver reliable customer service
C1: Recognise and deal with customer
queries, requests and problems
C4: Deliver customer service to
diffi cult customers
D1: Develop customer relationships
A5: Promote additional services or
products to customers
A8: Make customer service personal
A11: Deal with incoming telephone calls
from customers
A12: Make telephone calls to
customers
A13: Deal with customers in writing or
electronically
C3: Resolve customer service
problems
Plus coverage of the technical certifi cate
units.
Candidate Handbook
Sample pages from Level 2 NVQ/SVQ Customer Service Candidate Handbook
104
Communicate using customer service language
NVQ/SVQ Level 2 Customer Service
Unit F1
The types of customer your organisation does
business with
Here is a definition of customer service from The Institute of Customer Service.
“Customer service is the sum total of what an organisation does to meet
customer expectations and produce customer satisfaction. It usually involves

service teamwork and service partnerships.”
A customer service practitioner might simply see it as “helping people”.
Who are your customers?
Just as you have many different friends and colleagues, so too will there be a
variety of customers for you to deal with. Good customer service depends on
fully understanding the needs of your customers so that you can provide a good
product or service.
A customer is someone who receives customer service from you. It’s usually
easier to think of customers as living breathing people. However, sometimes your
customers will be other organisations.
If a customer is an individual or works in another organisation he or she is known
as an external customer. If a customer comes from another part of your
organisation he or she is known as an internal customer.
Both internal and external customers require the same great level of service from
you. Your internal customers are working with you to provide an overall level of
service which supports the needs of customers wherever they are. If the chain
breaks down, service suffers. So, everyone where you work is responsible for
service somewhere along the line.
Key terms
The Institute of Customer
Service: a professional body which
deals with developing customer
service people and systems.
Key terms
External customer A customer
who does not belong to your
organisation. An individual or
organisation using, or considering
using, your organisation’s products
or services.

Internal customer A customer
who works for your organisation.
An individual or department drawing
on the function or service that you or
your department provides to
your organisation.
Portfolio Task F1.1.1; F1.1.2; f1h
Find out who some of your internal customers are.
Complete this sentence:
My internal customers are
Now think about your external customers and
complete this sentence
My external customers are
Thinking about customer types – who are your
organisation’s customers? Complete this sentence.
My organisation’s customers are
Make a list here of any other customer types you deal with.
Indicate whether they are internal or external customers.
Keep the lists for your portfolio.
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Sample web page from the supporting Level 2 NVQ/SVQ
Customer Service website
Key terms help to aid
understanding of important
concepts and theory.
Portfolio features provide opportunities for
learners to undertake activities and gather
evidence that can be used in their portfolio.
Companion website offers coverage
of further optional units, answers to
questions in the Candidate Handbook
and forms to use with portfolio tasks.