Unite 3.2: Meeting Customer Needs

Question	Answer
Customer Expectations	What customers expect they are going to receive for the service they have paid for.
Design Mix	It consists of three aspects Price, Aesthetics and Function.
Patent	Registering a new way of making something, so that no one can copy the idea for 20 years.
Buffer (Stock)	The minimum stock level held at all times to avoid running out.
Retailers	Businesses that sell goods to the public i.e. Shops
Stock	Items held by a firm for use of sale.
Culture.	The accepted attitudes and practices of a community.
Quality Control	Putting measures in place to check that the customer receives an acceptable level of quality.
Warranty	The garuntee by the producer that it will repair any faults in a product for a specific period of time - usually one year.
Automated	Processes that are fully carried out by machinery rather than people.
Productivity	Efficiency, measured by output per worker per hour.
Durability	How strong the product is and therefore how well and long it lasts.
Monopoly	When there is only one supplier, i.e. no competition one company has the market to itself.
Red Tape	Implies tangling firms up in too may rules and regulations; stifling them.
Sales of Goods Act	Goods must be fit for purpose for which they are sold, fit for purpose means free from defects, the appearance and durability.
Trades Description Act	It is an offense to use false or misleading statements, label foods and services and wrongly and can lead to fines or jail.
Consumer Credit Act	Ever item sold o credit must have a clear indications of the APR - the annualized percentage interest rate - being charged.
Weights and Measures Act	If the bag says 500 grammes, that is what it must contain.
Food Safety Act	To prevent illness from eating food sold to the public by insisting that sales staff have hygiene training and that premises are inspected regularly.

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Unite 3.2: Meeting Customer Needs

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	Created by nk_ over 10 years ago