Customer Service - Unit 1

Delivering a positive, memorable experience that is more than what the customer expected.

How do you define quality customer service?

True

T or F: The majority of retailers are independently owned?

50%

After one negative experience, approximately what percentage of people say they will never do business with that company again?

20-25%

Approximately what percentage of U. S. jobs are retail jobs, as of 2019?

$60-70 billion

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

Comparison Shoppers

These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.

Innovative/Trend buyers

These customers have an early adopter mindset, and want to be recognized as trendsetters by others.

Impulse Buyers

These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.

Comparison Shoppers

These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads.

Recreational Shoppers

These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.

Followers

These shoppers are rarely the first to try new products.

Loyal Customers

These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.

Distribution center

What is the site called that holds large quantities of products that are later sent either to retail locations or directly to customers?

An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.

What is the standard definition of a retail ecosystem?

Customers

What is the standard term that describes the audience of retail stores - that is the people who will buy things from the store?

external social cues

What is the term for behavior influences that come from a customer's family and friends?

internal physical cues

What is the term for behavior influences that come from a customer's own needs?

External commercial cues

What is the term for behavior influences that come from the retailer's marketing?

Services

What is the term for intangible things, such as providing delivery, that are sold by retailers?

Products

What is the term for physical goods that are bought and sold?

Company Brand

What is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products and services?

Omnichannel retailing

What is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?

Company Culture

What is the term for the unique way that company employees act with each other and with customers?

finished products

What kinds of things do manufacturers produce?

Manufacturer

What term best describes a grower of potatoes?