Topic 16 - Extended Marketing Mix Flashcards
1
Q
People
A
- Train staff well to deal with customers effectively
- Regularly update staff on product/service developments
- Ensure selection methods are rigorous
- Monitor staff
- Provide an effective after sales service
2
Q
Process
A
- Ensure that outlets and call centres are well staffed
- Offer live chat and FAQ services
- Introduce technology
- Regularly assess processes such as queues and ordering times
- Empower customer facing staff to make decisions
3
Q
Physical Evidence
A
- Ensure premises and vehicles are modern and clean
- Settings should convey the type of ambiance to match the product/service on offer
- Customer feedback should be promoted
- Layout and design of websites should be carefully considered
