Marketing Mix- People, Process And Physical Environment Flashcards
How does people in marketing differ to people in HR?
-In HR it is all employees in the business whereas in marketing it is only employees who interact with customers
What is people?
-People refers to the people( employees of the business) who are involved in the transaction.They come into contact with customers and potential customers meaning their skills and attitude affect customers perceptions of the product
Why is people important?
-anyone who comes into contact with customers will make an impression and can have a profound effect so they must be appropriately trained, well motivated and have the right attitude.
-they can come into contact before during or after the sale
-the level of after sales support and advice provided by a business is one way of adding value and can give a competitive edge over competitors
What is process?
-process is how customers buy the product e.g internet, mobile phone payments, queueing at tills, payment terms
-process is about how easy or difficult it is for customers to make a purchase
Why is process important?
-it affects customer satisfaction as issues such as waiting times, the information given to customers and the helpfulness of staff are vital to keep corkers happy
-there’s no value in making the rest of your company run perfectly if this part is faulty. As a consequence, this P could be a great source of competitive advantage if used wisely
What is physical environment?
-physical environment it’s the aesthetics of the physical premise- how this looks/ cleanliness/ easy it is to move around all affects customer perceptions of the product
