Marketing tools specific to service provision

What is physical evidence in a service business?

• The way a service is marketed

• The tangible objects that customers can see and feel while they are receiving a service

• The quality of the service provided

• The reputation of the service provider

Why are processes important for service businesses?

• To promote the business through word of mouth

• To increase revenue for the business

• To boost efficiency and reduce mistakes

• To create a positive impression of the service's quality

How can a helpful and skilled employee impact a customer's experience?

• By creating a negative impression of the service's quality

• By increasing the price of the service

• By promoting the business through advertising

• By providing excellent service and creating a positive impression of the service's quality

Why is employee training important in ensuring a good customer experience?

• To increase the price of the service

• To have customers who are angry

• To ensure that employees have the necessary skills and knowledge to provide the best possible service to customers

• To reduce the number of employees needed for the service

What is an example of physical evidence that can be added to a service to improve its quality?

• Elegant decor and high-end finishing

• Employee training

• Disorganised space

What is the impact of an unhelpful or challenging employee on a customer's experience?

• It creates a positive impression of the service's quality

• It has no impact on the customer's experience

• It increases the price of the service

• It creates a negative impression of the service's quality

What are some examples of processes that might be used in a restaurant?

• Providing discounts to customers who complain about the service

• Serving food randomly to customers

• Receiving orders, making food, and serving it to guests

• Asking customers to pay before they receive their food