Extended Marketing Mix: People Flashcards Preview

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Flashcards in Extended Marketing Mix: People Deck (2)
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1

Definition of people

This means the staff who deal with the customer at any point during the transaction.

2

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.