BTEC Level 1 Introductory Business Unit B12 | Communicating with Customers | 28 PowerPoint Slides

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BTEC Level 1 Introductory Business Unit B12 | Communicating with Customers | 28 PowerPoint Slides

Description

A comprehensive 28-slide PowerPoint for Pearson BTEC Level 1 Introductory in Business – Unit B12: Communicating with Customers.

Designed to develop practical customer service, communication and problem-solving skills through accessible explanations, role-play activities and assessment guidance.

Supports both learning aims of this internally assessed, 40-GLH unit.

Learning Aim A – Communicate with Customers

• Importance of effective customer communication
• Product and service knowledge
• Pitch, volume, tone, speed and clear speech
• Professional greetings and customer care
• Open, closed and probing questions
• Active listening and confirming understanding
• Non-verbal communication and body language
• Supporting customers with additional needs
• Communicating with EAL customers
• Effective telephone customer service

Learning Aim B – Solve Customer Problems

• Identifying customer needs and problems
• Five-step problem-solving process
• Returns, refunds and faulty products
• Handling complaints professionally
• LAST model: Listen, Apologise, Solve, Thank
• Managing difficult customers
• Referring problems to a manager
• Evaluating customer service performance

What’s included:

• 28 PowerPoint slides
• Coverage of Learning Aims A and B
• Customer service scripts and examples
• Six practical role-play scenarios
• Product knowledge activity
• Active listening guidance
• Problem-solving flowchart
• Role-play observation checklist
• Assignment preparation plan
• Pass, Merit and Distinction guidance
• Self-assessment and confidence checks

Ideal for BTEC Level 1 Business, vocational teaching, customer service lessons, employability skills, further education and independent learning.

Supports learners in producing their own practical assessment evidence.

SEO Keywords

BTEC Level 1 Introductory Business, Pearson BTEC Unit B12, Communicating with Customers, customer service skills, customer communication, active listening, non verbal communication, questioning techniques, telephone customer service, complaint handling, LAST model, customer problem solving, returns and refunds, customer service role play, vocational business, PowerPoint lessons

Copyright

© 2026 Coffee Owed. All rights reserved.

This independently created resource supports Pearson BTEC Level 1 Introductory in Business, Unit B12.

It is not produced, approved or endorsed by Pearson. Qualification names are used solely to identify curriculum relevance.

All original explanations, activities and slide designs remain the creator’s intellectual property. Third-party materials retain their respective rights.

Short footer: © 2026 Coffee Owed. Independent BTEC Level 1 Business resource. Not affiliated with Pearson.