Service Marketing Essentials: Customer Relationships, Service Characteristics and Marketing

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Business - Advertising

michael1tekrzp Created by 10 mon ago

Cards in this deck(59)

What is the ability to showcase unique service offerings, exceptional customer service, and customized solutions called?

What results from building long-lasting relationships, leading to increased referrals and positive word of mouth?

What involves attracting new customers and encouraging upselling, leading to increased profitability?

What do customers have when they have confidence in an organization's ability to deliver?

What are the 7P's in marketing that include Product, Place, Price, Promotion, People, Process, and Physical Evidence?

What is the term for services that cannot be seen, felt, or heard before purchase?

What is the characteristic of services that cannot be separated from their providers?

What term describes the quality of services depending on who provides them, when, and where?

What is the term for services that cannot be stored for later sale or use?

What are the core set of benefits and solutions delivered to customers, such as a bed in a hotel?

What are service-related activities that surround the core product, like a parking spot or breakfast with a hotel stay?

What type of marketing requires building a high level of trust with your audience and includes a higher level of human interaction?

What type of marketing focuses on strategies for employees and enhancing their understanding of the service offering?

What type of marketing involves promotional activities to create awareness, attract new customers, and retain existing ones?

What type of marketing focuses on positive and engaging customer experiences and seamless service encounters?

What is the measure of how an organization understands its user's needs and fulfills their expectations?

What are the qualities that can be evaluated by consumers before purchase?

What are the qualities that are assessed during the purchase and consumption of a service?

What are the qualities that cannot be observed by the consumer after purchase, making it difficult to assess utility?

What type of marketing is used by nonprofits to identify potential supporters and involve them in their work?

What is the strategic marketing approach that ensures all brand contacts are relevant and consistent across all channels?

What type of marketing exists to eliminate disparities and differences regardless of how or when a customer interacts with your brand?

What is the marketing tool used as a strategy to communicate between sellers and buyers, aiming to influence and convince buyers?

What are the steps to build an integrated marketing campaign, starting with establishing your overarching campaign goal?

What is the tactic used to generate natural discussion about recommendations for a product or company?

What strategy involves creating personas, building a social media community, and identifying community influencers?

What is the industry used to call the attention of the public to something, promoting a product, brand, service, or idea?

What type of advertising promotes organizational images, ideas, and political uses without attempting to sell anything directly?

What type of advertising promotes a company's position on a public issue?

What type of advertising aims to increase consumer awareness of a specific product and encourage purchase?

What type of advertising informs consumers of the arrival of an entirely new concept and explains its benefits?

What type of advertising stimulates demand for a specific brand by promoting its features and advantages?

What is paid advertising that blends in with the content it appears in, designed to match the media format?

What requires larger budgets for new products?

What requires less budget for high-share brands to maintain their share?

What requires more reminders and more money in advertising?

What requires more advertising to establish a unique market position when there is less differentiation?

What budgeting method involves determining advertising objectives and calculating the cost of tasks to attain them?

What budgeting method involves multiplying the firm's past and expected sales by the standard of percentages?

What budgeting method focuses on profit instead of sales?

What budgeting method compares profits generated by advertising to cost and develops a proportion budget?

What budgeting method involves determining an advertising budget by trying to match competitors?

What budgeting method is based on what a company can afford given their situation?

What is the primary goal of advertising to reach the largest number of people in the target audience?

What is the secondary goal of advertising to achieve the appropriate message reach and frequency while staying within budget?

What is the percentage of consumers in the target audience exposed to a particular advertisement in a stated period?

What is the number of times target consumers are exposed to the advertisement?

What type of advertising runs at a constant rate level with little variation throughout the campaign period?

What type of advertising runs for set periods of time, alternating with periods in which no ads run?

What type of advertising combines continuous and flighting schedules to intensify communication during specific periods?

What is the strategic communication process that helps organizations build and maintain mutually beneficial relationships with their public?

What are the strategic methods of growing your organization by building meaningful, long-lasting relationships with consumers?

What are the goals of personal selling that include finding prospects, convincing them to buy, and keeping customers satisfied?

What is the final stage of the selling process, often involving account management?

What involves listening to customers, learning about their needs, and communicating with them over a prolonged period?

What is the difference between consumer sales promotion methods and trade sales promotion methods?

What is the stage in the personal selling process when the salesperson asks the prospect to buy the product?

What is the process of leading, motivating, and influencing people to achieve sales objectives?

What model includes Reliability, Assurance, Tangibles, Empathy, and Responsiveness?

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