Market Mix - Extended Flashcards

1
Q

what are the three extended P’s increasing important with?

A

business working in the tertiary sector

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2
Q

what are people?

A

Any member of staff who is representing a business or brand – in contact with customers.

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3
Q

what must a business do to ensure high quality service?

A
  • UP TO DATE ON PRODUCT/SERVICE DEVELOPMENT – aids staff in being helpful and knowledge.
  • ENSURE STAFF ARE TRAINED TO HGIEST POSSIBLE STANDARD.
  • MONITOR STAFF e.g. mystery shoppers, record calls.
  • ENSURE SELECTION METHODS ARE RIGOROUS.
  • PROVIDE EFFECTIVE AFTER SALES SERVICE – ensures customers stay satisfied.
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4
Q

what is process?

A

How a customer receives a service e.g. obtaining a bank loan, booking a holiday or paying for shopping.

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5
Q

what does process involve?

A

This involves the different processes and systems used to deliver the service e.g. websites, stores, call centres.

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6
Q

what should business do when using process?

A
  • ENSURE OUTLETSS AND CALL CENTRES ARE WELL STAFFED – offer ‘live chat’ or ‘FAQS’ to reduce wait times.
  • MAKE SURE THERE IS SUER FRIENLY EXPERIENCES (websites)
  • INTRODUCE THE LATEST TECHNOLOGY – self-service checkouts, apple pay, order tracking
  • OVERALL BUYING EXPERIENCE
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7
Q

what is physical evidence?

A

What a customer can see, gives customer an ‘image’ of the business.

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8
Q

what does physical evidence involve?

A
  • BRIGHT AND MODERN PREMISES – ‘ambience’ of the store.
  • EASY TO NAVIGATE stores
  • ATTRACTIVE LAYOUT of stores and websites
  • AVALIABLE PARKING
  • CLEAN PREMISES – bathrooms, restaurants
  • Promote good online reviews
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