4.5f The 7 Ps of the marketing mix - Processes

After-sales care

are services that are offered following the sale of the product, such as free installation, maintenance services, technical support and warranties.

Customer care

refers to the degree of attentiveness, care and politeness of staff towards their customers in the delivery of a good or service.

Delivery processes (or delivery services)

refer to the means of transporting goods from a source location to a customer in another location, such as their home or place of work.

Payment methods

are the ways in which businesses offer their customers the convenience of different methods of payment for the purchase of goods and services, including cash, cheque, bank transfer and/or credit card.

Processes

are the ways in which a service is provided or delivered, including payment systems, queuing times, after sales care and delivery services.

Viral marketing

refers to organic or word-of-mouth marketing information about a good or service, which spreads exponentially using Internet and telecommunications technologies.

Waiting time

refers to the average length of time it takes for customers to be served.