Customer Service NRF-Chapter 1 Rated A+

Document Content and Description Below

Customer Service NRF-Chapter 1 Rated A+ Brick-and-mortar ✔✔The presence of a physical storefront and face-to-face customer experiences. Closeout stores ✔✔Off-price stores that offer an ass... ortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue ✔✔Advertising message that impacts purchase decisions Comparison shopper ✔✔The customer who spends time searching for the best price or deal on the item she is looking to purchase. Convenience stores ✔✔These stores aim at providing their customers a convenient shopping experience. These general merchandise stores are easily accessible, small in size, with quick shopping and easy checkout. Ex: 7-Eleven, Phillip 66 Department stores ✔✔These stores offer good service and a broad variety and assortment of products of mid-to-high quality. Ex: Kohl's, Dillard's, JC Penney Direct selling ✔✔Salespeople contact customers directly in a convenient location, often at a customer's home; demonstrate product benefits; take orders; and deliver the products or perform the services. Ex: Mary Kay, Avon, Tupperware Discount stores ✔✔These retailers offer a broad variety of merchandise, limited service, and low prices. Ex: Walmart, Dollar General, Family Dollar Distribution channel ✔✔The chain of businesses through which a good or service passes until it reaches the end consumer. Diverse shopper ✔✔This buyer is hard to predict or to understand. He shops in many different places and is not obviously influenced by any one retail element. Retail ✔✔a business that sells products and/or services to consumers. Retailing ✔✔the method by which consumers acquire products and services. Manufacturer ✔✔Produces the products Wholesaler ✔✔buys large quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller units to retailers Retailer ✔✔receives, stores, displays, and sells the products to customers Off-price Retailers ✔✔Offer brand-name merchandise at a discount Outlet Stores ✔✔Stores that offer off-price goods that are owned by the manufacturer or retailer. Ex: Nike Outlet, Old Navy Outlet, Michael Kors Outlet Specialty stores ✔✔This segment focuses on deep but narrow assortments with a high level of customer service. Ex: Walgreens, Foot Locker Supercenters ✔✔A gigantic retail facility that carries an enormous range of products, from apparel to groceries to automotive supplies, all under one roof. Ex: Super Target, Walmart Superstore Supermarkets ✔✔These stores sell a wide variety of goods including food, alcohol, and medicine. Ex: Market Basket, Piggly Wiggly Wholesale Clubs ✔✔Stores that sell products in bulk directly to consumers, and typically require a membership. Ex: Sam's Club, Costco Follower ✔✔This customer usually waits to see what the latest trends will be and is reluctant to try new products until friends have done so and reported on them. Impulse Buyer ✔✔The person who makes quick purchase decisions Innovative customer ✔✔The buyer who wants to be the first to purchase and own the latest merchandise Recreational shopper ✔✔This customer shops for fun, and therefore shopping does not necessarily mean always making a purchase Social cue ✔✔Decision making based on the suggestion or preference of a friend, colleague, or family member Physical cue ✔✔A physical need such as hunger or thirst that drives behavior E-Commerce ✔✔buying and selling through the internet via electronic devices such as a computer, smart phone, or tablet Pure Play ✔✔Retailer that strictly sells their product online. No brick-and-mortar. Ex: Amazon, EBay Corporate chain ✔✔A company that operates multiple stores under common ownership, and usually has centralized decision-making. Demographics ✔✔Quantifiable information such as household size, income, education, occupation, and place of residence Multichannel ✔✔retail operations offering customer transactions through multiple connected channels, including some or all the following: brick-and-mortar stores, online store sites, mobile apps, and telephone. Omnichannel ✔✔focus on creating a seamless customer experience through any and all shopping channels: mobile, tablet, computer, brick-and-mortar stores, television, radio, direct mail, and catalog. [Show More]

Last updated: 1 year ago

Preview 1 out of 6 pages