About This Chapter
Retail Buyer Behaviors - Chapter Summary
This self-paced chapter is filled with engaging lessons you can study any time to discover or get reacquainted with retail buyer behaviors. Ensure you have a comprehensive understanding of customer relationship management, sales resistance, customer loyalty and additional topics. If you want to confirm your knowledge, take the accompanying lesson quizzes and broader practice exam. Our subject-matter experts can clarify details presented in the lessons that you don't fully comprehend. By the end of this chapter, you will be able to do the following:
- Provide a description of the consumer decision-making process
- Share strategies for identifying and selling to different customer types
- Explain the importance of getting to know your new customer
- Describe how using surveys can help you anticipate customer needs
- Define customer experience management
- Outline questioning techniques used to identify buyers' motivations and needs
- List and describe techniques for assisting customers in the selling process
1. Understanding the Consumer Decision-Making Process: A Marketing Must
In this lesson, you'll see how a consumer moves through a decision making process in order to purchase a product or service. Learn what methods marketers use to take advantage of this process.
2. Identifying & Selling to Different Customer Types
In marketing, there are four commonly accepted customer personality types. In this lesson, we cover how to identify and sell to different customer types, and how to drive sales by understanding customers better.
3. Getting to Know Your New Customer
How can you be sure you're giving your customers the product and/or service they want? Getting to know your customers can help you know what they want, how to improve your business, and increase customer loyalty.
4. Using Surveys to Anticipate Customer Needs
It's important to survey your customers to learn about their needs and expectations so you can exceed them. This lesson looks at why you should survey your customers on a regular basis and give tips for using their feedback.
5. What is Customer Experience Management?
Every customer has an experience when they purchase a product or service. How should companies manage and respond to these experiences? This lesson will explain what customer experience management is, including taking a look at its benefits and strategies.
6. Questioning Techniques to Identify Buyers' Needs & Motivations
When you are going in for the close, it is very important that you know the exact needs and motivations of your buyer. Read this lesson to learn what kinds of questions you can use to figure this out.
7. Techniques for Assisting Customers in the Selling Process
In this lesson, we'll explore how to assist customers in the selling process by looking at the practice of customer service and its associated techniques. Check out this lesson to learn about upselling, cross-selling, and product knowledge.
8. Sales Resistance: Definition & Example
Every sales rep experiences sales resistance at times. This lesson will help you to understand how customers exhibit sales resistance and learn how to overcome it.
9. What is Customer Loyalty? - Definition & Retention
Customer loyalty can help a business become extremely profitable. This lesson defines customer loyalty and discusses how a company can use various retention techniques to build and maintain loyalty.
10. Customer Relationship Management: Using CRM to Focus on Customers
Customer relationship management (CRM) is an enterprise business system that organizations utilize to acquire, enhance, and retain relationships with customers. This lesson explores how CRM helps organizations become more customer-focused and profitable by combining functional processes with business operations.
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Other chapters within the Business 203: Introduction to Retail Merchandising course
- Introduction to Retail Merchandising
- Types of Retailers & Retail Channels
- Retail Operations
- Retail Location Selection
- Retail Design & Presentation
- Retail Merchandise Planning Process
- Buying Merchandise for Retail
- Retail Pricing Strategies
- Marketing & Communication in Retail
- Customer Service in Retail