BEC历年阅读真题详解(18) % t4 W6 U1 y; Q
Consumer Behaviour& s/ a% i; N& h* D5 a# p
4 B7 R+ G/ ]0 A3 [9 f+ _8 b D
0 The consumer is the focus of all retail business and it isimportant to appreciate how
$ K- O, j7 O4 a3 E( ~3 D00 consumers are influenced in their buying decisions. Most ofconsumers, before making a
! o) [$ ~5 o3 g
! X- @# ], T; X' }) ?34 purchase, gather information and evaluate with thealternatives, but the extent to which
& A1 H2 ~/ E: W35 they look for information depends on the type of purchase. For example, in the case of- O6 A- n, W+ {. X
36 routine grocery purchases most consumers respond to automatically. However, for: V2 S5 q d% t, l+ Q1 @7 ?9 b7 e
37 purchases where the risk of making the wrong decision is greater, like buying a new- v' b# `; a. E
38 car, so the search for information is more important. The decision to purchase is never a
6 k+ I3 @4 U7 z) ]; b39 single decision but a number of these separate decisions, and at any time during this
2 d& E) [$ t- B; p& ~6 }& i40 process, consumers can change their minds about and choose an alternative route. For
5 o# Z) a7 w) ^' q( s( ?5 Q41 example, although a consumer may have decided where to buy a product only to realise
1 s3 r6 j6 Y) G1 ^42 at the last moment that this is, in fact, having the wrong choice. The price in the store may
- }2 S& S% ]" m o) ^; Y7 Z43 be too high or the staff unhelpful. On the other hand, a lack of queues, favourable credit9 b+ u8 L* _; |: f( G2 q
44 facilities and efficient staff all lead to a too positive impression, so retailers should
2 P) k5 V: _ l45 remember how difficulties in these areas that can affect a sale or even lose a customerpermanently. |