Flashcards in Extended Marketing Mix: People Deck (2)
Definition of people
This means the staff who deal with the customer at any point during the transaction.
How do staff affect the marketing effort in a number of ways:
The quality of customer service e.g. Friendly, helpful. The knowledge or expertise e.g. Technical information on a product or an offer. The image of the business e.g. Being smart, punctual. The quality of after-sales offered.