After-sales service  - Advice and help given to a customer after they have bought a product or service, Automation - A production process involving machinery that is not controlled by a person but usually controlled by a computer , Batch Production  - The process of production where one type of product is made and then production is switched to make a different product , Click and Collect  - Ordering online and collecting goods from the store at a later time , Consumer Laws  - The area of law which protects the customers of a business. This is mainly through the Consumer Rights Act of 2015 , Customer Engagement  - The contact between the business and the customer , Customer Service  - The name given to an area of business that deals with customer enquiries , E-Commerce  - The bringing together of buying and selling electronically , Face to Face Selling  - Usually completed in a shop where there is direct contact between buyer and seller, Flow Production  - Production of one product that takes place continuously using a production or assembly line. This is sometimes called mass production , Job Production  - The process of production where products are made individually , Labour  - A factor of production. It is the labour employed by businesses to produce goods and services , Location  - The place where a business is sited , Logistics  - The management of the transportation and storage of goods , Procurement  - The management of purchasing within a business , Product Knowledge  - The detailed knowledge of a product or service that staff within a business use to help persuade a customer to buy , Product Processes  - The three methods or processes of production – job, batch and flow , Proximity  - Means ‘nearness to’. It can refer to proximity to the market, to raw materials and to labour supplies , Quality  - About a product being fit for purpose , Quality Assurance  - An approach that involves the whole business focusing on quality, thus aiming to prevent quality problems arising , Quality Control  - A system for inspecting the quality of the goods or services produced and that they are of a good standard , Raw Materials  - Materials that are processed in some way as part of the manufacture of a product , Recalls  - When a fault occurs with a product and the business asks for the product to be brought back so it can be repaired or replaced , Returns  - Goods which customers take back to the shop because there are problems with the quality of them , Reputation  - What customers say and feel about a business. Damage to a reputation can seriously affect a business , Robotics  - The use of robots in the process of productions, Suppliers  - Parties who supply goods and/or services to a business , Telesales  - Sales completed over the telephone , Transport Infrastructure - The provision of roads, railways, ports and airports in an area for transporting goods and people,

Unit 4 - All Key Terms

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