Extended Marketing Mix -people

Question 1

How can people giving good quality service affect customers?

Answer 1

-they will be more likely to return (customer loyalty) which will lead to increased sakes and profits for the business
-it would mean customers do not take their business to competitors

Question 2

How can people be used to ensure customers are receiving good customer service?

Answer 2

Staff training
After sales service
Complaints procedure

Question 3

Explain staff training to ensure customers receive good customer service

Answer 3

Staff who are well trained will be knowledgable about the business and will be able to deli for a high standard of customer care

Question 4

Explain after sales service to ensure customers are recievcing good customer service

Answer 4

Providing a good after sales service is critical in retaining customers and maintaining customer satisfaction

Question 5

Explain complaints procedure in ensuring customers are receiving good customer service

Answer 5

Important to keep customers informed on the progress of their complaints
If a customer complaint is handled effectively the customer will be more likely to return to the business