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UNDERSTANDING THE CUSTOMER :lock:, WHAT MOTIVATES CUSTOMER TO BUY?, Common…
UNDERSTANDING THE CUSTOMER
:lock:
DISCOUNT CUSTOMER :red_cross:
They shop at our stores frequently, but make their
decisions based on the size of our markdowns
Can often end-up costing you money because they are
more inclined to return product.
IMPULSE CUSTOMER :check:
They do not have a particular buying item at the top of their “To Do” list, but come into the store on a whim.
They will purchase what seems good at the time.
NEED-BASED CUSTOMER :no_entry:
They have a specific intention to buy a particular type of
item.
When they enter the store, they will look to see if they can
have that need filled quickly. If not, they will leave right
away
Wandering Customer :forbidden:
They have no specific need or desire in mind when they come into the store. Rather, they want a sense of experience and/or community.
For many stores, this is the largest segment in terms of traffic, while, at the same time, they make up the smallest percentage of sales.
Loyal customer :green_cross:
They represent not more than 20 percent of our customer base, but make up more than 50 percent of our sales.
These people are the ones who can influence our buying and merchandising decisions.
WHAT MOTIVATES CUSTOMER TO BUY?
Psychological Influences :red_flag:
Individual's motivation -
Perception -
Desire to learn -
Attitude -
Personal Influences :black_flag:
Lifestyle
Personality
Economic Status
Social Influence :star:
Family, opinion leaders people whose opinions are sought by others
Reference group as friends, co workers and professional associates.
Common Customer Need :warning:
Types of Customer Expectation :recycle:
Confirmed expectation: Customer expectation that match customer perception.
Disconfirmed expectation: Customer expectation that do not match customer perception.
THINGS CUSTOMERS EXPECTS FROM YOU :<3:
Personal recognition
Courtesy
Timely service
Professionalism
Enthusiastic service
Empathy
Patience
