The Importance of Quality Flashcards

All 6 cards in this deck

What is meant by 'quality' in business?

The standard of a product or service — how well it is made, the materials used, its durability and functionality, and its post-sales support.

What is post-sales service?

Support given to customers after purchase, such as technical assistance or complaint handling; faults should be dealt with quickly and efficiently.

Give two ways a business providing a service can demonstrate quality to customers.

Clean facilities and polite employees.

Give two consequences for a business of poor quality goods.

A poor quality reputation leading to fewer customers and lost sales, and the cost of product recalls and returns.

Give three benefits to a business of maintaining quality.

Additional sales, an improved image/reputation, and the ability to charge a higher price.

True or false? A reputation for good quality can give a business a competitive advantage.

True. Good quality attracts customers and makes business growth more likely.