Market Mix - Extended Flashcards
what are the three extended P’s increasing important with?
business working in the tertiary sector
what are people?
Any member of staff who is representing a business or brand – in contact with customers.
what must a business do to ensure high quality service?
- 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.
what is process?
How a customer receives a service e.g. obtaining a bank loan, booking a holiday or paying for shopping.
what does process involve?
This involves the different processes and systems used to deliver the service e.g. websites, stores, call centres.
what should business do when using process?
- 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
what is physical evidence?
What a customer can see, gives customer an ‘image’ of the business.
what does physical evidence involve?
- 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