1. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 1 Page 257-258

2. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 2 Industrial = Business

3. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 3 Goods Goods - things you can touch - tangible Services Services - things you cant touch - but you can see their effect intangible … services are not physical, they are intangible…

4. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 4 A Service is a type of a product. … a deed performed by one party for another… Discussions about the marketing of goods apply to services as well. Services have special characteristics that make them different than products. Service

5. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 5 A product without physical characteristics; a bundle of performance and symbolic attributes designed to produce consumer want satisfaction. Service Not in the text

6. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 6 Tangible –touch –see –taste –smell Intangible –cant see –cant touch –cant smell –cant taste Tangible / Intangible Attributes Not in the text

7. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 7 Goods and Services: Scale of Elemental Dominance Not in the text

8. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 8 1. Intangibility - u cant touch this 2. Production (or performing the service) and Consumption (using the service) - happens at the same time 3. Heterogeneity - services are not always delivered the same way 4. Perishability - cannot be put in inventory or stored for later use ie. You cant buy 2 haircuts 4 Characteristics of Services Not in the text

9. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 9 1. Intangibility - u cant touch this Services cannot be stored Services cannot be protected through patents - therefore a really great travel package and service can be copied a really great physical object can be patented, and NOT allowed to be copied Characteristics of Services Not in the text

10. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 10 1. Intangibility - u cant touch this Hard to explain and display Services if you cant see them Prices are difficult to set - depends on customers expectations Characteristics of Services Not in the text

11. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 11 1. Intangibility - u cant touch this Marketing Strategies stress tangible cues, eg. Smiling face use personal information, sources, references use word-of-mouth contact customers after they buy to stimulate continued enthusiasm and hope they talk it up Characteristics of Services Not in the text

12. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 12 2. Inseparability of Production (or performing the service) and Consumption (using the service) - happens at the same time Characteristics of Services Many people involved in delivering a service mass production of services is hard to do Not in the text

13. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 13 2. Inseparability of Production (or performing the service) and Consumption (using the service) - happens at the same time Characteristics of Services Marketing Strategies Emphasize how much you train your people - so their ability to give you good service will be high Have many locations so customers can get to you ie. Insurance sales come to your home Not in the text

14. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 14 3. Heterogeneity - services are not always delivered the same way It is very difficult to standardize services eg. A machine can make ice cream cones a standard size 100% of the time A person filling an ice cream cone with a scoop cannot do it the same amount each time, unless you use a machine to dispense the ice cream Characteristics of Services Not in the text

15. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 15 3. Heterogeneity - services are not always delivered the same way It is very difficult to standardize services eg. A Taxi driver cannot drive you to the office in exactly the same time each day because the traffic patterns change eg. A travel agent can sell you a vacation package - but cannot guarantee you will like the trip exactly the same way another tourist did. Characteristics of Services Not in the text

16. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 16 4. Perishability - cannot be put in inventory or stored for later use ie. You cant buy 2 haircuts Demand fluctuates and changes, sometimes depending on the season, or weather eg. Taxi in the rain, vacation in summer Characteristics of Services Not in the text

17. To accompany Basic Marketing, Shapiro, 10 th & 11 th Cdn Ed. ppt slides Compiled by Prof. Tim Richardson Chapter 9 Marketing 106 Slide 17 Service Providers service providers have product lines and product mixes as well examples MastercardMastercard insuranceinsurance telephone servicestelephone services cable servicescable services ISPs - internet service providersISPs - internet service providers airlines, first class, economy classairlines, first class, economy class banksbanks Not in the text