Consumer Behavior Exercise 6 PDF

-~--------------------------c_u_s_T_O_M_E_R_S_E_R_V_I c_E_A_N_D_ SXS:RCUlE 6 Your Experiences with Customer Reviews In your small groups, come up with an example of one good retailer experience and one bad that you heard about from family or friends, or saw in a review on social media. Be ready...

-~--------------------------c_u_s_T_O_M_E_R_S_E_R_V_I c_E_A_N_D_ SXS:RCUlE 6 Your Experiences with Customer Reviews In your small groups, come up with an example of one good retailer experience and one bad that you heard about from family or friends, or saw in a review on social media. Be ready to share your examples with the class. Consumer Behavior Successful retailers don't try to be all things to all people. Instead, they identify specific markets or customers who need, want and have the ability to buy their products or services. In order to c this, retailers must understand customer habits and purchasing behaviors. They do this through analyzing consumer data and considering what motivates people to buy. Demographic data, or quantifiable information, such as household size, resident ages, income, education, occupation and place of residence, help retailers determine customer behavior. For exar a customer with a baby likely needs baby food, diapers or a diaper service, baby clothes, a cars and a crib. Demographic information helps determine spending power, targeted needs and time available for shopping due to other commitments such as work, school, or caring for children. Motivation, or the reason someone behaves a certain way, influences the way consumers make purchase decisions. Motivation can be swayed by the following external and internal signals: 1. External commercial cues: Retailer marketing keeps their products and services in frorit of the customer. The delicious-looking food in a fast-food restaurant television advertisement is an example of a commercial cue. 2. External social cues: People-family, friends, coworkers, etc.-can influence behavior. If your friend says, "Everyone on Twitter says the new burger restaurant downtown is great! Let's check it out," that's a social cue. 3. Internal physical cues: Sometimes, internal needs drive the decision to purchase. If you think "I'm hungry. I'm going to drive over to Burger King for lunch," that's a physical cue. But the external or internal motivation cue is only the beginning of a five-stage decision-making ©2019 NRF FOUNDATION. ALL RIGHTS RESERVED. pro