13/9/23 Flashcards
what are 2 qualities customers expect from a business?
-Products quality needs to be good they depend on production method, materials the product is made from
-Customer service needs to be good.Customers expect a high standard of service
what are 3 benefits involving maintaining quality?
HIGHER PRICE- customers are often prepared to pray higher price for better quality
INCREASED SALES- when customers are pleased with the quality theyr’e likely to make repeat purchases. Increases business sales
BETTER REPUTATION AND IMAGE- business that provide higher quality products, better reputation and image. This means new customers are more likely to choose them and existing customers will be encouraged to use them again
what are 2 costs of maintaning quality?
STAFF TRAINING- to produce quality products staff need to be doing their job properly. Its important that business’s spend money and time on training staff well.
INSPECTION- products need to be inspected to check the quality is good enough. The inspection process costs both time and money
what are 2 ways failing to maintain quality (costly)?
1) DISRUPTED PROVISION OF SERVICES: if quality standards are not maintained it may distrupt services that is offered to customers. Loses potential sales
2) PRODUCT RECALLS: products need to be safe for customer to use.If any product is found to be unsafe products that have already been sold might have to be recalled. The firms would have to offer a refund which is costly and affect the reputation.
