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1. BOON CHIE YING (A19A0090)-The Physical Environment
2. SEE PEI WEN (A19A0828)-The Product & The Price
3. KEW HUI WEN (A19A0213)-The Promotion
4. LIM KAR HUAY (A19A0241)-The Process
5. LIM MEI LIAN (A19A0243)-About the Firm
6. NUR FATIHAH BINTI MOHD (A19A0556)-The Place & The People
7. NUR AINI BINTI MUSTAFA KAMAL (A19A0504)-Introduction & Conclusion
Service Marketing
Company
Tealive
Tealive was introduced on February 17, 2017,by Bryan Loo,who was the Loob's Chief Executive Officer by introducing Tealive as his brand to take tea to a higher level.
One of the branches of Tealive we chose is Tealive Pengkalan Chepa that located in Pantai Timur Hypermarket. Working hours is from 10 am to 10 pm.
This firm is open about October 2019. Muhd Suhardi Bin Abdul Halil is the personal in charge of Tealive and he has hire 7 employees that 3 male 4 female.
The services offered by the firms that is selling milk tea, signature bang bang, coco, coffee, smoothies, nishio fine matcha, wellness tea, crafted tea and sparkling fruit to customers.
Cool Blog
Malaysia kiosk-based desserts and beverages brand, Cool Blog Dessert SDN. BHD. innovates on finding the best of local and global flavours using ice blended and smoothie base creations.
One of the branches of Cool Blog we chose is Cool Blog Pengkalan Chepa that located in PT 1230, Jalan Bendahara 3/36, Taman Bendahara, 16100 Pengkalan Chepa, Kelantan. Working hours is from 10 am to 10 pm.
The services offered by the firms that is selling chocolate series, fruitti choc, Oreo smoothie, original tea, premium, coffee, flavoured tea, thai thai, fruitti ice/ice blended, fruitti smoothie, local and mix fruitti smoothie to customers.
Tealive
The menu of Tealive have milk tea, signature bang bang, smoothies, wellness tea, crafted tea, nishio fine matcha, coco, coffee and fruit tea.
The peak season for customer to purchase Tealive product is when the weather is hot, school holiday, weekend and when new students is coming in from University Malaysia Kelantan.
Hot Selling
The hot selling of Tealive is signature bang bang milk tea with brown sugar warm pearls and bang bang chocolate with brown sugar warm pearls.
The reason of this two item is hot selling is because the customer think that it is value for money and the quality is same because of the bang bang milk tea is already included the pearl and it taste good.
Not Hot Selling
The not hot selling from Tealive is the sachets of collagen and the type of sparkling fruit tea and wellness tea.
The reason is because the customer feel that the price is more expensive and the fruit tea is sour and some customer cannot accept fruit tea taste.
Cool Blog
The menu of Cool Blog have the series of original tea, flavoured tea, coffee, premium, thai thai premium, fruitti ice/ ice blended, frutti smoothie , mix fruitti smoothie, local series, chocolate series and fruitti choc.
The peak season for customer purchase Cool Blog product is weekend, school holiday, and during the season of promotion that Cool Blog made.
Popular Drink
The most popular drink in Cool Blog is Oreo smoothie series. The reason that it is popular is because it taste good and acceptable for every customer and the price of Oreo smoothie series is not so expensive.
Not Popular Drink
The item that not so popular from Cool Blog is the flavoured tea which is banana and vanilla. The reason is because some customer cannot accept the special flavoured made as tea.
Tealive
The highest price of the series milk tea for the is black diamond milk tea that is worth Rm 8.60 and the lowest price is the flavor of signature, original, classic roasted milk tea that is Rm 6.60.
Furthermore, the highest price of the series signature bang bang have two that is bang bang chocolate and coffee worth Rm 9.00 and the lowest price also have two product that is bang bang milk tea and fresh milk worth Rm 8.10.
For the series of coco, the highest price of this series is mint choc smoothie shake lava that worth Rm 10.60 and the lowest price of this series is superior coco and hazelnut coco that is Rm 7.55.
Cool Blog
The series of original tea have the same price that is Rm 5.90 and the series of premium also have the same price that is Rm 6.50.
The highest price of series coffee is matcha coffee smoothies it worth Rm 7.60 and the lowest price of this series is coffee ice that is Rm 4.60.
For the flavoured tea series, all the price are the same that is Rm 5.90 and fruitti ice/ice blended and fruitti smoothie series also has the same price for all options that is Rm 3.80 and Rm 5.30.
For Rm 7.30 it has two option one of it is honeydew add green apple add kiwi and another one is mango add orange add passion fruit.
For the price Rm 6.30 it has three options, first option is strawberry add mango the second option is strawberry add watermelon for the third watermelon add blue coral.
Tealive
Generally in Malaysia, Tealive now has 165 stores, of which 80% are directly managed and 20% are franchised.
While Tealive provide customers with a variety of drinks but they always try something new and create something fresh to fulfill their mission of bringing tea to life, but they also bring life to tea that brings joy and joy to the customer's day.
Tealive believe went customers go to market the people will bring Tealive with them. That mean although people go to market with another purpose, they will bring back Tealive with them.
Cool Blog
The Cool Blog has started out in Malaysia and Singapore about 150 outlets.
Cool Blog innovates on finding the best of local and global flavors using ice blended and smoothie base creations.
Whereas Cool Blog more important about their creation so them use their creation to attract their customer because customer buy Cool Blog because the creation of drinks.
For example, in valentine days, Cool Blog provide strawberry cheese, strawberry oreo and other, for customers enjoy and express their endless love to that special someone by treating him/her with Cool Blog.
Tealive and Cool Blog
The Cool Blog and Tealive have same target point that is at a center market place such as hypermarket, highways R&R, bus terminal, petrol station and shoplot concepts. The area that been choose have a high potential to grow.
Tealive and Cool Blog both of them use direct selling. In observation, Tealive and Cool Clog have to provide beverage to customers so they need direct selling.
For our research in area pengkalan cheap, tealive open their store in hypermarket while coolblog use shoplot concepts to open their store.
The Method of Communication
The method of communication for Tealive and Cool Blog promotion are almost same. For example, both of the company also use same method to do their promotion which is advertising, digital marketing and sales promotion.
In addition, there are also have some differences promotion by Tealive and Cool Blog which is Tealive have Unitea card as a member but Cool Blog is didn’t has.
Advertising is a form of paid communication from a determined source that can draw attention to ideas, goods and services especially commercial and advertising.
Digital marketing is a collective term for the use of digital tools to promote the market services, brands and products.
Sales promotion is a marketing communication tool used to boost revenue and provide additional incentives or value to customers in a short period of time.
The Content of Marketing Material
The content of the marketing material is Tealive has a promotion which is Tealive buy two for RM 10 from 6 March 2020 to 22 March 2020 while the offer was limit to take away purchase only at selected outlets and applicable to drinks worth RM 6.60 only.
Plus, it was limited to one set per customer and the promotion was limited to first 800,000 cups only.
However, Cool Blog also has the same promotion which is Cool Blog RM 10 for two drinks with Touch ’n Go e-Wallet from 1 February 2020 to 31 March 2020.
The promotional drinks are black magic (black chocolate ice blended) and snowy magic (chocolate vanilla ice blended).
Firstly, greeting “welcome” to customers.
Next, the customer order flavor drink.
Then, the employee repeats the order to customer.
The drinks deliver to customers.
Lastly, employee must keep smiling at customers in every process.
The Design of the Service Environment
Tealive and Cool Blog have an internal physical environment that almost same.
There have the place for customer to order, the place to process the drinks and also the place for customer to pick up their drinks.
The difference of the internal physical environment between Tealive and Cool Blog is the way they decorate their company according to their tastes. They have their own theme colour for their company.
Tealive's theme colour is purple while Cool Blog’s theme colour is pink. This attractive physical environment can help company to attract customers to use their services.
The physical environment of Tealive and Cool Blog have their own special.
The Facilities for the Service Delivery
Tealive is using the electronic machine which is tab to order with the code of the drinks. They have the card machine for card payment.
Tealive accept e-Wallets payment with TouchnGo e-Wallet, GrabPay, WeChatPay, Maybank QRPay, Boost, AliPay and RazerPay.
Tealive has reward partners for the customer redeem the reward for their drinks such My Digi, Maxis Hotlink, UMobile and XOX.
Tealive has a display screen in their pick up place to show the number of order for remind the customer to pick up their drinks. The number are arrange with their order code.
There have two part on the screen which are preparing and pick up. It’s easier for customer to distinguish their drinks in preparing or can pick up already.
Cool Blog
Cool Blog use the old type electronic machine for order which is calculate machine.
They accept the e-Wallets that almost same with Tealive, the difference is Tealive accept the RazerPay while Cool Blog accept Presto.
Cool Blog has a monitor to show the order number but it just show one number once for the order that are complete and can pick up already.
This will make the customer difficult to distinguish their order is in preparing or can pick up.
Tealive hired 7 workers to serve their customers.
Tealive using tech to accelerate learning to their employees. That they have the right technology that can help their employees and they call it the Kitchen Display System (KDS)
So that their KDS has shortened their training time from a month to 2 weeks and finally, now a very efficient 5 days. It’s definitely an advantage to have such a short training period.
So that employees need to follow the rules that can serve the right drink to the customers.
Tealive
Cool blog just hired 4 workers to serve their customers.
While Cool Blog, their training employees in manually about 1 week to see their performance their workers.
Their also constantly monitor their workers’ movement by placing CCTV in the store.
The employees need to have skill in memories how to make the right drink to customers.
Cool Blog
Tealive staff and cool blogs act as a differentiating factor for one another.
Customers in this case are looking for brands and companies that can offer exceptional service from employees.
This means their employees need to know the specifications of their products and services.
Then, the employees also need to have skill in communicate and show good behavior in front of customers
Tealive and Cool Blog
The objectives of this study is service marketing typically refers to both business to consumer (B2C) and business to business (B2B) services and includes marketing of services such as telecommunication services, financial services, all types of hospitality services, car rental, air travel, health care services and professional services.