2.3- Part 2 Flashcards
What factors can increase the quality of a product?
- Meeting customer needs
- How much the customer values the product
What are the 2 ways the quality of a product or service be assured?
- Quality control
- Quality Assured
What is quality control?
The process of checking the standard of a product’s quality at the end of the production process
How can a business carry out quality control?
- Testing a product to meet safety standards
- Use questionnaires for services
- Stopping faulty products getting to the customer
What is quality assurance?
Requires a business to take steps at every stage of the production process to ensure that it is not a faulty
What are the benefits of quality assurance?
- Focused on improving production process
- Established good-quality management system
- Focused on the process
- Drawbacks=expensive
What are the benefits of the quality control?
- Focused on identifying defective products
- Finds and eliminates problems
- Focused on the product
What are quality marks?
A standard of quality given to a business that is accredited by a professional body
Why is quality important?
- Level of quality= price customers are willing to pay
- Gives business competitive advantage
- Helps keep costs under control
What is the sales process?
- Customer Interst
- Speed and efficiency of service
- Customer engagement
- Post-sales service
- Customer loyalty
How can a business make a customer interested in it’s product/service?
- Through marketing, branding sponsorship etc
- Product knowledge ( helps add value to the product)
What are the 2 different types of sales approach?
- Hard approach= sales employee engages with customer
- Soft approach=sales employees make customers aware that they are available
What is important about speed and efficiency?
- Some customer may not buy a product if it takes too long to deliver
- Complicated purchasing puts customers off
Why is customer engagement important for a business?
- Helps build positive relationships
- Highly skilled people can increase customer satisfaction
What is the post sales service+customer feedback?
- Involves dealing with complaints + customer needing support in using the product
- Will cost the business money
