Information

– 1. Direction to service site 2. Service Hours 3. Price 4. Usage Instruction

Order Taking

- Application - Reservation - Order Taking

Billing

Example: Price = 100

Discount = 50%

After Discount = 50

GST (VAT)= 6

Total Amount = 56

Payment

1. Self Service Payment 2. Automatic Deduction 3. Direct to Payee

Enhancing Elements

1. Consultation
2. Hospitality Services
3. Safe Keeping
4. Exceptions

1. Consultation –
- Customized Advice - Personal Counselling - Management Consulting

2. Hospitality
- Greetings - Food and Beverages - Waiting Facilities

3. Safe Keeping
- Security (Personal Belongings) 2. Valet Parking

4. Exceptions
- Special Request -Restitution - Extra Assistance (for Complaints)
- Warranties - Refunds
 DISTRIBUTING SERVICES THROUGH PHYSICAL AND ELECTRONIC CHANNELS

The three interrelated elements of distribution:

1. Information and promotion flow

OBJECTIVE  to get the customer interested
in buying the service.

2. Negotiation flow - Agreement on the following:

i. Service Features and Configuration
ii. Terms
- OBJECTIVE  Sell the right to use the service

3. Product flow –
i. People Processing
ii. Possession Processing
iii. Information Processing

CUSTOMERS VISIT THE SERVICE SITE

key factors that need to be considered:

1. Cost
2. Catchment Area - can be defined by distance, by travel time, and by mobility patterns, allowing
you to analyze where foot traffic comes from in a variety of ways.
3. Convenience

SERVICE PROVIDERS GO TO THEIR CUSTOMERS

Product Delivery  Pizza & Starbucks

Service Delivery  Masseuse, Physicians

Logic  Convenience  To save more time from traveling and ques

Example  Lazada / Shopee

THE SERVICE TRANSACTION IS CONDUCTED REMOTELY
- Item Repair could be sent via Parcel

- Loans association implements online lending

- Cash in and Cash out system (Gcash & Coins)

CHANNEL PREFERENCES VARY AMONG CUSTOMERS

Online vs Physical

Convenience vs Cost vs Experience

TACTICAL LOCATION CONSIDERATIONS

- Population size
- Pedestrian and vehicular traffic
- Convenience of access for customers (e.g., public transportation, availability of
- parking). (Expressway)
- Competitors in this area
- Availability of site locations, rental costs, and contractual conditions (e.g., length of
lease, legal restrictions) and regulations (e.g., on zoning and opening hours).