Quality Issues AB Flashcards
What does the consumer credit act say?
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It says that:
A business must be licensed to accept credit
No one under 18 is allowed to borrow money
A business has to state an annual percentage (APR) rate.
What does the trades description act say?
It says that:
False or misleading information must not be given about the products including the maker
Fake designer goods that are marked as being genuine are breach of this act
What does the term ‘good customer service’ mean?
Offering help to customers with high quality service and equal treatment
What should employees do to ensure that customers are satisfied with their service?
Employees should:
Be helpful and respond quickly
Have enough training so they know the business and their products
Communicate well and show good manners
What should a premises be like for customer satisfaction?
A premises should:
Be clean
Have good signs to direct customers around
Have facilities such as: toilets, changing rooms and facilities for the disabled
State the benefits of good customer service
Benefits of good customer service: Word of mouth recommendations Trust Good reputation Good reviews Repeat purchases
Describe the benefits of having a good website
A good website:
Allows customers to look at its products when the store is closed- customers can decide if they want to buy the products
Is open for 24 hours- this allows the business to potentially get more money through orders
Makes the business looks professional and appealing
What does the sale and supply of goods act say?
All products have to: Be of a satisfactory quality Be safe Last for some time Be fit for intended purpose Have nothing wrong with them
What are the standards for the Ritz?
The standards include:
High and professional level of customer service
High quality food with fresh ingredients
Outstanding decor and ambience
How did Mary, Queen of shops improve Fosters, Liverpool?
Mary, Queen of shops: Trained staff so they would understand what the products are and became enthusiastic about their jobs Encouraged them to have good manners Gave them smarter uniforms Labelled products
