U2 AOS2 KK5 Marketing Mix Part 2

Question 1

What does ‘Physical Evidence’ involve?

Answer 1

The non-human elements of the business that customers interact with.

Question 2

What are the 5 visible elements that make up the physical evidence of a business?

Answer 2

1. Facilities
2. Interior design
3. Ambience
4. Evidence of a service being performed
5. Digital world

Question 3

What do facilities include?

Answer 3

The items a business uses to conduct everyday business such as furniture and equipment.

Question 4

What does interior design include?

Answer 4

The design of a business’ physical location or website.

Question 5

What does ambience include?

Answer 5

The atmosphere of the environment where the business and its customers interact.

Question 6

What does evidence of a service being performed include?

Answer 6

What can be seen when a service is being performed. Eg. pictures of manicured nails in a nail salon.

Question 7

What does digital world include?

Answer 7

A business’ reputation within the digital world. This is evident through reviews and feedback.

Question 8

What does ‘Process’ refer to?

Answer 8

How the company deals with its customers and delivers the product or service.
Process can include things like communication, how the customer is dealt with, how quickly and effectively customers have their needs satisfied and after sales service.

Question 9

What does ‘People’ refer to?

Answer 9

People includes all individuals that contribute to a business’ reputation, such as owners, managers and employees.