Customer Service NRF-Chapter 1 Rated A+

Customer Service NRF-Chapter 1 Rated A+ Brick-and-mortar The presence of a physical storefront and face-to-face customer experiences. Closeout stores Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue Advertising message that impacts purchase decisions Comparison shopper The customer who spends time searching for the best price or deal on the item she is looking to purchase. Convenience stores These stores aim at providing their customers a convenient shopping experience. These general merchandise stores are easily accessible, small in size, with quick shopping and easy checkout. Ex: 7-Eleven, Phillip 66 Department stores These stores offer good service and a broad variety and assortment of products of mid-to-high quality. Ex: Kohl's, Dillard's, JC Penney Direct selling Salespeople contact customers directly in a convenient location, often at a customer's home; demonstrate product benefits; take orders; and deliver the products or perform the services. Ex: Mary Kay, Avon, Tupperware Discount stores These retailers offer a broad variety of merchandise, limited service, and low prices. Ex: Walmart, Dollar General, Family Dollar Distribution channel The chain of businesses through which a good or service passes until it reaches the end consumer. Diverse shopper This buyer is hard to predict or to understand. He shops in many different places and is not obviously influenced by any one retail element. Retail a business that sells products and/or services to consumers. Retailing the method by which consumers acquire products and services. Manufacturer Produces the products Wholesaler buys large quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller units to retailers Retailer receives, stores, displays, and sells the products to customers Off-price Retailers Offer brand-name merchandise at a discount Outlet Stores Stores that offer off-price goods that are owned by the manufacturer or retailer. Ex: Nike Outlet, Old Navy Outlet, Michael Kors Outlet Specialty stores This segment focuses on deep but narrow assortments with a high level of customer service. Ex: Walgreens, Foot Locker Supercenters A gigantic retail facility that carries an enormous range of products, from apparel to groceries to automotive supplies, all under one roof. Ex: Super Target, Walmart Superstore Supermarkets These stores sell a wide variety of goods including food, alcohol, and medicine. Ex: Market Basket, Piggly Wiggly Wholesale Clubs Stores that sell products in bulk directly to consumers, and typically require a membership. Ex: Sam's Club, Costco Follower This customer usually waits to see what the latest trends will be and is reluctant to try new products until friends have done so and reported on them. Impulse Buyer The person who makes quick purchase decisions Innovative customer The buyer who wants to be the first to purchase and own the latest merchandise Recreational shopper This customer shops for fun, and therefore shopping does not necessarily mean always making a purchase Social cue Decision making based on the suggestion or preference of a friend, colleague, or family member Physical cue A physical need such as hunger or thirst that drives behavior E-Commerce buying and selling through the internet via electronic devices such as a computer, smart phone, or tablet Pure Play Retailer that strictly sells their product online. No brick-and-mortar. Ex: Amazon, EBay Corporate chain A company that operates multiple stores under common ownership, and usually has centralized decision-making. Demographics Quantifiable information such as household size, income, education, occupation, and place of residence Multichannel retail operations offering customer transactions through multiple connected channels, including some or all the following: brick-and-mortar stores, online store sites, mobile apps, and telephone. Omnichannel focus on creating a seamless customer experience through any and all shopping channels: mobile, tablet, computer, brick-and-mortar stores, television, radio, direct mail, and catalog.