by
ClickView (Firm)
Call Number
XX(302693.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. In this episode, customer service teams will become well equipped to give the customer what they want. Chapter 1: Knowing Your Stuff. Knowing your stuff gets the customer onside. You should have a detailed knowledge of what you've got - your product range and its features. You should also know your policies, as well as having a wider knowledge of the business and the market landscape. Chapter 2: Finding out What They Want. Customers don't always know what they want. Whatever service you provide, encourage your customers to open up. Listen to their needs, desires and concerns. Chapter 3: Getting into Their Head. The customer may need something more than what they're asking for. Try to get to the truth of the matter by asking questions. Chapter 4: Showing Them the Benefits. Features like 'it's got auto-tension' are factual statements but they won't entice customers to buy. A benefit (like 'it's incredibly comfortable') answers the question 'What's in it for me?' People buy benefits - so explain them to them.
Format:
Other
Relevance:
0.1231
by
ClickView (Firm)
Call Number
XX(302092.1)
Summary
A business plan is one of the most useful management tools the small business owner can use. It maps out what a business needs to do in a systematic and logical way. In this programme we discuss the importance of a well constructed business plan, visiting the three main components; the operations plan, the marketing plan, and the financial plan. Speaking to two successful small business owners, we discuss how they constantly refer to their business plan, and the role it played in their business success. A brilliant overview of this essential business tool.
Format:
Other
Relevance:
134470.8281
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by
ClickView (Firm)
Call Number
XX(302557.1)
Summary
This case study approach features a small business management expert looking at two retail businesses run by two brothers, selling similar products but operating from two very different locations.
Format:
Other
Relevance:
0.2041
by
ClickView (Firm)
Call Number
XX(302572.1)
Summary
This programme outlines the fundamental issue of financial stability including concepts such as stability, cash budgets, working capital ratio, quick asset ratio, efficiency measures and solvency.
Format:
Other
Relevance:
126781.6719
by
ClickView (Firm)
Call Number
XX(302599.1)
Summary
The owner of a small manufacturing business finds himself in a typical predicament: sales are up 50 per cent on the previous year but profits are down. His more knowledgeable friend is able to explain that the increase, and the extra expenditure it incurred, were not previewed in the original budget - indeed, the budget appears to have been ignored altogether. He explains where the owner went wrong and why his working goals cannot be separated from financial realities. This humorous program uses clear examples aided by graphics to teach all managers, including those with no prior knowledge, to appreciate the importance of budgets to business activity, and guides them on how to construct and control a budget. Featuring John Cleese and John Bird.
Format:
Other
Relevance:
0.1543
by
ClickView (Firm)
Call Number
XX(302215.1)
Summary
Mistakes are often made during an interview. Resumes and application letters need to be precise and clearly written. This programme looks at the mistakes commonly made by people applying for a job. Included is a case study depicting commons errors and offers some simple advice. Expert comments are given from the Australian Association of Career Counsellors, a small business owner and the Human Resources Department at Coles Myer.
Format:
Other
Relevance:
0.1826
by
ClickView (Firm)
Call Number
XX(302388.1)
Summary
Using clothing and music store Euphemism as a case study, this programme looks at the fundamental issues of financial budgets including why businesses have budgets, the importance of budgets, the budgeting process, the length of a budget period and planning and evaluation of budgets.
Format:
Other
Relevance:
126781.6484
by
ClickView (Firm)
Call Number
XX(302389.1)
Summary
This programme looks at the fundamental issues of cash flow including the difference between cash and profit, cash vs. credit, measuring cash flow and improving cash flow.
Format:
Other
Relevance:
126781.6641
by
ClickView (Firm)
Call Number
XX(302390.1)
Summary
In this programme, see how business resources including sales revenue, gross profit ratio, net profit ratio and expense and sales ratio are used to evaluate profit. The programme also looks at the return on owner's investment, the return on owner's assets, ratio analysis and the limitations of its use.
Format:
Other
Relevance:
134470.8750
by
ClickView (Firm)
Call Number
XX(302402.1)
Summary
Take the fear out of financial documents and complex concepts. This well-presented and structured program assumes no prior knowledge of finance, and avoids financial jargon in favour of everyday language to convey the key points. Meet two contrasting people - a well-educated company director, and the streetwise owner of a small factory - to see how the whole process of business finance works. Featuring John Cleese and Dawn French, this training video will enable managers to appreciate how key financial statements are calculated and used.
Format:
Other
Relevance:
0.1667
11.
by
ClickView (Firm)
Call Number
XX(302447.1)
Summary
This programme focuses on the impact of the Goods and Services Tax (GST) on recording financial information and how the use of information technology has helped business owners in complying with tax laws.
Format:
Other
Relevance:
101654.6328
by
ClickView (Firm)
Call Number
XX(302451.1)
Summary
Over 97% of all Australian businesses fall into the "small business" category, yet many of us have little understanding of how the so-called "engine room of the Australian economy" actually works. This program, hosted by Janet Russell from the Monash Mt Eliza Business School, examines such issues as the various definitions of small business, the typical management structure of a small business, common reasons why such businesses succeed or fail, the impact of technology, innovation and change as well as future trends and challenges.
Format:
Other
Relevance:
143753.5469
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