Marketing Mix: People, Process, Physical Environment

Flashcards covering the roles of people, the importance of process, and the influence of the physical environment in the marketing mix.

What are some key roles of 'people' within the marketing mix?

Providing information, resolving problems, supporting customer decision-making, and increasing customer satisfaction by helping them find suitable products.

How does the training of staff impact the 'people' element of the marketing mix?

Well-trained staff can help customers find new styles and meet their needs, directly impacting customer satisfaction.

What does 'process' refer to in the context of the marketing mix?

The steps a customer goes through to complete a transaction.

How does the 'process' impact a customer's perception of a business?

The ease with which a transaction takes place directly impacts a customer's perceptions of the business.

What are some examples of elements included within the 'process' of a transaction?

The ease of payment (e.g., credit card transactions), the effort involved (e.g., clicks when buying online), and the length of queues or number of people to transact with.

What is the 'physical environment' within the marketing mix?

The design and features of the actual place where a transaction takes place.

How does the 'physical environment' influence customers?

It can directly influence the customers' shopping experience, their level of satisfaction, and their willingness to return.