extended mm Flashcards
1
Q
Physical Evidence
A
Refers to everything a customer sees when interacting with the business such as the physical environment where product or service is provided, store layout or interior design, packaging, branding and staff uniform.
2
Q
People
A
Refers to people who make contact with the customers in delivering the product such as in-store staff, customer helpline staff and delivery staff.
3
Q
Process
A
Refers to the process of shopping for the product to ordering and receiving the product and/or service offered by the company such as contact options, expected delivery time, return policy and refund process.
