Customer Service & Suppliers Flashcards
What are two ways you can analyse a business’ customer service?
Through Market research and feedback.
Define customer service
Customer service is the actions a business takes to keep its customers happy before, during and after the sale itself.
Name three different types of feedback?
Questionnaires, guest books, secret shoppers.
Name three ways good customer service gives businesses a competitive advantage
It’s a USP, can charge more, good service reputation is hard to replicate, satisfied customers are word of mouth advertising.
What are the three basic aspects of customer service
Be customer focused and provide value for money, treat customers as individuals, after sales service.
Name three ways a company who wants a competitive edge can go further with customer service
Extended opening hours, home delivery, call centres, next day delivery, free delivery.
Define a supplier
A supplier is a business that sells to other businesses, the source for goods and services.
What does a supply chain do?
Converts raw materials into finished products
Define a supply chain
A supply chain consists of a group of firms that are involved in all the various processes required to make a finished product / service available to the customer.
What does a typical supply chain include? (4)
Suppliers, manufacturers, distributors and retailers.
What are two things that can happen if one part of the supply chain is unreliable?
Thy finished product won’t be ready on time or quality will be lower.
What are the 6 different factors a business needs to consider when choosing a supplier?
Price, payment terms, quality, capacity, reliability, flexibility.
Define a non strategic supplier
A non strategic supplier is a company responsible for supplying you with less necessary things, for example your stationary.
Define a strategic supplier
A strategic supplier is a company responsible for supply you with important things for your business, for example your raw materials. A lot of time should be spent choosing this supplier.
Why is it important to have more than one supplier?
If there are ever problems with that supplier the business will have nowhere to turn to.
