Customer Service Training: Chp 1

This customer shops for fun, and therefore shopping does not necessarily mean making a purchase

Retail operations offering customer transactions possible through multiple connected channels.

The customer who spends time searching for the best price or deal.

Advertising message that impacts purchase decisions.

Quantifiable information about a customer, such as household size, income, education, etc.

Salespeople contact customers directly in a convenient location and demonstrate products.

Receives, stores, displays and presents the products to customers.

Stores that offer brand-name merchandise at lower prices than the manufacturer's retail prices.

The buyer who wants to be the first to purchase and own the latest merchandise.

These stores offer good service and a broad variety of products of mid-to-high quality.

These retailers offer a broad variety of merchandise, limited service and low prices.

This customer wants to see what others think of a new trend first.

This buyer is hard to predict because he is not influenced by any one retail element.

A physical need such as hunger or thirst that drives behavior.

The presence of a physical storefront and face-to-face customer experience.

Focuses on a seamless consumer experience through any and all shopping channels.

The person who makes quick purchase decisions.

These stores sell a wide variety of goods including food, alcohol, and medicine.

Buying and selling through the internet via an electronic device.

Stores that sell products in bulk directly to consumers and typically require a membership.

These general merchandise stores are easily accessible offer quick shopping and easy checkout.

Produces the product.

Stores that offer off-price goods and are owned by the manufacturer.

The chain of businesses through which a good or service passes until it reaches the consumer.

This segment focuses on deep but narrow assortment with a high level of customer service.

Decision-making based on the suggestion or preference of a friend, colleague or family member.

The method by which consumers acquire products and services.

Offer closeout and irregular merchandise at a discount.

Buys large quantities of products and resells them.

A gigantic retail facility that carries an enormous range of products.