Customer Mindsets PDF

CUSTOMER SERVICE AND SAL Customer Mindsets II Iii As you greet customers and get to know their needs, identifying their mindset helps you tailor the service experience to best fit their expectations. Comparison Shopper: A customer with this mindset spends a lot of time checking out products a...

CUSTOMER SERVICE AND SAL Customer Mindsets II Iii As you greet customers and get to know their needs, identifying their mindset helps you tailor the service experience to best fit their expectations. Comparison Shopper: A customer with this mindset spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinior of others, either personally or through social media. A comparison shopper can take a long time to make a purchase decision and might return to a retailer several times before making a purchase. These shoppers are certain that they want the best price and will return the item and buy it again at another retailer in order to get it. Recreational Shopper: This customer views shopping as a fun occasion, rather than looking for specific merchandise or services. The recreational shopper's mindset is adventure. This type of customer enjoys walking through stores, trying on clothes, testing gadgets, talking to sales associate and learning about new products. Shopping does not necessarily include making a purchase. impulse Buyer: This shopper's mindset allows quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer. Retailers entice shoppers in stores to purchase additional items in the checkout area as they wait to purchase their main items because impulse buyers often purchase them. Online shoppers can also have an "impulse buyer" mindset. One poll found that 80% of younger shoppers made an instant buying decision while skimming the Internet (creditcards.com, 2018). Innovation/Trend Buyer: It is important to this person to be one of the first to purchase the newest technology, fashion, or car; eat at the just-opened restaurant; or see the latest movie. An innovation/ trend buyer has an early adopter mindset and wants to be recognized as a trendsetter by others. Follower: This customer wants to find out what's trendy before making a purchase. They have a mon cautious mindset and are reluctant to be the first to try new products. They often look to established brands that they have previously purchased and trust for guidance before making a buying decision. Loyal Customer: This customer is loyal to specific stores based on repeated and valued positive customer experiences with a retailer and their products and/or services. Loyal customers spend mon money with retailers and brands they love! These are some customer mindsets, but some shoppers may have a combination of mindsets or a different mindset entirely. It is best to work with each consumer individually to understand their current customer service expectations. ©2019 NRF FOUNDATION. ALL RIGHTS RESERVED.