retail customers

Download Retail Customers

Post on 15-Nov-2014




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  • 1. The Need For Studying ConsumerBehaviour How the need for the product /services wasdetermined? How information was sought by the customer? The process of evaluation of various product andservices. The payment process. The post purchase behaviour.

2. Factors influencing Customers Range of merchandise Convenience of shopping Time to travel Socio-economic factors The stage of family lifecycle 3. STA 4. External Internal(sociological) (psychological) culture needs learning bsocial classe motiveshreference groupsa wantspersonality v family iperceptiono marketing mix awarenessattitude preferencer Buyer Behavior Model 5. Types of buying decisions (Time andeffort) Extended Problem Solving Limited Problem Solving Habitual decision making 6. Generational cohort A generational cohort has been defined as "the aggregation of individuals (within some population definition) who experience the same event within the same time interval 7. MARKET SEGMENTATION Demographic Segmentation Geographic Segmentation Usage pattterns Psychographics and lifestyle 8. Customer Service Identify the key customer and listen and respond tothem Define superior service and establish a service strategy Set standard and measure performance Select train and empower employees Recognize and reward accomplishment


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