CSS notes Flashcards
- Craved Model: what does it mean, what’s it for
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CRAVED Model- some items are more likely to be stolen than others; items that are:
o Concealable
o Removable
o Available
o Valuable
o Enjoyable
o Disposable
The more characteristics an item fits, the more likely to be stolen
*SMART goals: what are they for, and what does each letter stand for?
*SMART goals: a process used to help people develop quality goals
*Specific
*Measurable
*Achievable
*Relevant
*Time-bound
Innovation/trend buyers
*Have an early adopter mindset
*Want to be recognized as trendsetters
*Think it’s important to be the first to get or go somewhere new
Impulse buyers
*Tend to make quick purchase decisions
*Often buy inexpensive items that are not of high importance to them
*Often makes an unplanned decision to buy an item right before purchasing (such as picking up something next to the register while waiting to check out)
Recreational shoppers
*View shopping as a fun occasion
*Shopping does not necessarily include making a purchase
Comparison shoppers
*Can take a long time to make a purchase decision
*Might return to a retailer several times before making a purchase
*Spend a lot of time checking out products and prices through online sites, visiting different stores, and comparing retailer ads
*Are certain they want the best price—will return the item and but it at another retailer if needed
Loyal Customers
*Typically enjoy repeated and valued positive customer service with a particular retailer
*Willing to spend more money with retailers they love
Followers
*Want to find out what’s trendy before making a purchase
*Reluctant to be the first to try new products
*Often go to established brands or brands they’ve purchased before
Customer Loyalty Lifecycle
*Has a want or need
*Considers different purchase options
*Chooses a buying option
*Likes or does not like the experience
*Has a good experience and purchases from the retailer again
*Tells others about the good experience and becomes a loyal shopper
Customer Loyalty Life Cycle Disruptions
*Employees deliver poor customer service
*Competitors offer better products, services, or prices
*An online site or app is difficult to use
*Product quality is lower than expected
*Customers who have a good experience often don’t tell anyone, but those with a bad experience tell a lot of people
General Ideas to Remember
*If you/the customer are looking for more information about the product, always look at the product packaging or information from the manufacturer. Do NOT get information from coworkers, other stores, advertisements, etc.
*Always explain features and benefits to customers. When possible, a demonstration of features is best.
*If you are offered training on any of your products, the reason to take the training is to better serve your customers. It’s also good because of career advancement, looking good to your boss, etc., but making the customers happy is the #1 benefit!
*Always ask questions and then listen to the customer’s needs. If you aren’t the best person to help or aren’t able to help, bring them to a person who can
*if a customer is unhappy
-It’s good to apologize for the inconvenience, error, etc.
-Ask the customer how you can help make it better
-Contact the manager if needed
