Overview of Customer Types: Indirect Customers
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Questions and Answers

What became apparent in the 1970s that was vital to long-term success?

  • Cost reduction
  • Supplier quality (correct)
  • Strategic purchasing
  • Total cost of ownership
  • What is the definition of Total Cost of Ownership?

  • The price of a good or service
  • The sum of all costs associated with acquiring, using, and retiring a good or service (correct)
  • The cost of operations only
  • The initial cost of acquisition
  • Which approach focuses on quantifying the total cost of ownership?

  • Transactional approach
  • Strategic approach
  • Process approach (correct)
  • Quality approach
  • Who is considered the primary customer in a business process?

    <p>The individual or group directly receiving the output of the process</p> Signup and view all the answers

    What role do secondary customers play in a business process?

    <p>They receive process output but are not the reason for the process's existence</p> Signup and view all the answers

    What was a key reason for the success of imports in the earlier years?

    <p>Superior quality</p> Signup and view all the answers

    What is the primary objective of identifying and meeting internal customer’s requirements?

    <p>To ensure customer satisfaction</p> Signup and view all the answers

    How does a satisfied customer differ from a loyal customer based on their purchasing behavior?

    <p>Loyal customers buy primarily from the company</p> Signup and view all the answers

    According to Phil Crosby, what does quality cost?

    <p>The absence of quality increases total costs</p> Signup and view all the answers

    How does customer segmentation benefit marketing efforts?

    <p>It divides the customer base into similar groups for targeted marketing</p> Signup and view all the answers

    What is the relationship between profits and defection rate according to the text?

    <p>Profits increase as defection rate decreases</p> Signup and view all the answers

    What distinguishes a dissatisfied customer from a loyal customer?

    <p>Loyal customers exclusively buy from the company</p> Signup and view all the answers

    Which type of customer is affected if the process output is incorrect or late, even though they do not receive the output directly?

    <p>Indirect Customer</p> Signup and view all the answers

    In the context of a wholesale grocery distributor, who would be considered an external customer?

    <p>Computer manufacturers</p> Signup and view all the answers

    What term is used to describe the final users of a product or service?

    <p>Consumer/End user</p> Signup and view all the answers

    Which customer type receives the end product or service but might not be the actual user of it?

    <p>External Customer</p> Signup and view all the answers

    When a product is delivered to a distributor, representative, or retailer who sells it to the end consumer, which customer type is involved in this process?

    <p>Consumer/End user</p> Signup and view all the answers

    In a scenario where a packed order is late in arriving at the shipping dock, which customer type would be affected by this delay?

    <p>Wholesale grocery distributor's delivery function</p> Signup and view all the answers

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