3.3.4 People, Process and Physical Environment

What is highly dependent on the people dealing with customers in services such as banking, hairdressing, and dining out?

• The quality of the products

• The customer's experience

• The location of the service

• The price of the service

What makes it more likely for customers to buy goods or services from employees?

• If employees are friendly, polite, and knowledgeable

• If employees are quick and efficient

• If employees are strict and disciplined

• If employees are indifferent and neutral

What is an important part of the customer's experience when buying goods that require more of a specialist element?

• The price of the goods

• The availability of the goods

• The after-sales service and personnel

• The brand of the goods

In e-commerce, what encourages a customer to buy the product and review the company favorably?

• A prompt, knowledgeable reply to an e-mail

• A discount on the product

• A fast delivery service

• A user-friendly website

What do business-to-business salespeople need to form good ongoing relationships with business customers?

• Technical skills

• Interpersonal skills

• Marketing skills

• Financial skills

What is the process concerned with in terms of customer experience?

• The quality of the products

• The price of the products

• How easy it is for customers to get what they want, when they want it

• The location of the business

What is an example of how technology can be used to improve processes in businesses?

• By hiring more staff

• By using queue management technology in airports

• By increasing the price of products

• By reducing the quality of products

In e-commerce, what affects the ranking of products on sites such as Amazon?

• The price of the product

• The brand of the product

• How quickly goods are shipped and how often the product is out of stock

• The color of the product

Which of the following is NOT included in the physical environment of a business?

• Decor and cleanliness

• Appearance of the website

• Staff uniforms

• Marketing strategies

Why is the appearance of staff important in a business?

• It reflects the business's nature and ethics.

• It helps in finding the way around a physical location.

• It ensures the safety of heavy goods.

• It influences the website's design.