In Order to Meet and Exceed Customer's Expectations, Firms Must

question 124

Multiple Choice

In order to meet and exceed customer's expectations, firms must:

• A) constantly manipulate customers' perceptions of their needs.
• B) answer the questions: who, what, when, where, how, and why as they apply to customers.
• C) continuously improve, innovate, and upgrade their core competencies.
• D) successfully defend their established core competencies from imitation by competitors.

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Definitions:

Product Cost

The expenses incurred to create a product, including direct materials, direct labor, and manufacturing overhead.

Direct Materials

Raw materials that can be directly traced to the manufacturing of a product.

Period Cost

Costs that are expensed in the period in which they are incurred, as opposed to being capitalized or included in the cost of goods sold.

Depreciation

The systematic allocation of the cost of a tangible asset over its useful life, reflecting the decrease in value due to wear, tear, or obsolescence.