Extended Marketing Mix: People Flashcards
1
Q
Definition of people
A
This means the staff who deal with the customer at any point during the transaction.
2
Q
How do staff affect the marketing effort in a number of ways:
A
The quality of customer service e.g. Friendly, helpful.
The knowledge or expertise e.g. Technical information on a product or an offer.
The image of the business e.g. Being smart, punctual.
The quality of after-sales offered.