Presented by:ABHISHEK CHAUDHARY & AMRITA SRIVASTAVA MBA 4th SEM

Any act or performance that one party can offer to another that is essentially intangible and does not result in ownership of anything. Its production may or may not be tied to a physical product. ---Philip Kotler

Services are intangible in that they do not have a physical shape. So a consumer cannot touch or see it, he can only feel it.

It means services are not of separable nature. It is created and supplied simultaneously. Services are first marketed and then produced and consumed simultaneously.

It is difficult to standardize.
Dont Respond emotionally. Crowd the customer. Carry on the conversation. Try to pull.

Dos Smile. Eye contact. The first words give the right opening. Listening.

Offer information and help.Order customer about. Read the body language. End neatly. Blame colleagues or the organiser. Promise what you cant Perform.

The services can not be stored.

Goods Tangible Transferable Remain existent Easier to measure the quality Can be resold

Basis Tangibility Transferability Existence Heterogeneity Re-Selling

Services Intangible Not transferable Not remain existent Difficult to measure the quality Cant be resold

Product Plan or service Policy. Price Premium. Place Branches. Promotion Personal selling, Advertising, sales promotion, Publicity. People Essential element in both production and delivery of most services. Process Mechanism by which service is created and delivered. Physical Evidence Physical evidence is created by providing documents, receipts etc.