Copyright Goodheart-Willcox Co., Inc.
Chapter 8 Consumer Services 205
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Figure 8.3 Effective customer service representatives have excellent speaking and active
listening skills. What other skills should a customer service representative possess?
Buying
Buying involves choosing suppliers and merchandise for businesses
and organizations. Typical positions in buying include buyers, retail
buyers, purchasing agents, purchasing managers, and supply chain
managers.
Buyers and purchasing agents purchase materials or services for their
businesses and organizations. Some buyers focus on purchasing goods
and services so the business can create higher-level products. Other
buyers, such as retail buyers, purchase products to resell to consumers
(Figure 8.4). Buyers of more complex products or product lines are
purchasing managers or supply chain managers.
Buyers, of course, work with suppliers. Buyers evaluate suppliers
to choose from whom they will purchase. They consider the price,
performance, and quality of a needed product to get the best deal for their
company. They look at the availability or time it will take to deliver the
product. They also consider the reliability of the product and reputation
of the supplier.
An important part of the buying process is negotiating with the
supplier. Price and delivery must be agreed upon. A purchasing contract
must be signed. Part of the contract includes expectations for any
necessary corrective actions if a product arrives defective or does not
perform as expected.