Chapter 4.5f - Marketing Mix (7): Processes

Question 1

After-sales care

Answer 1

Services that are offered following the sale of the product, such as free installation, maintenance services, technical support, and warranties

Question 2

Customer care

Answer 2

Refers to the degree of attentiveness, care, and politeness of staff towards their customers in the delivery of a good or service

Question 3

Delivery processes (services)

Answer 3

Refer to the means of transporting goods from a source location to a customer in another location
(home, place of work)

Question 4

Payment methods

Answer 4

The ways in which businesses offer their customers the convenience of different methods of payment for the purchase of goods and services
(cash, check, bank transfer, and/or credit card)

Question 5

Processes

Answer 5

The ways in which a service is provided or delivered, including payment systems, queuing times, after-sales care, and delivery services

Question 6

Viral marketing

Answer 6

Refers to organic or word-of-mouth marketing information about a good or service, which spreads exponentially using the Internet and telecommunications technologies

Question 7

Waiting time

Answer 7

Refers to the average length it takes for customers to be served