Consumer Behaviour
& O6 @" _$ u, C9 n: x8 a 0 The consumer is the focus of all retail business and it is important to appreciate how " x% \! ?8 C% H: t
00 consumers are influenced in their buying decisions. Most of consumers, before making a 4 D, v, Y5 A* ^2 r% F+ [
34 purchase, gather information and evaluate with the alternatives, but the extent to which
1 X% F( r# k6 A% J0 t3 i 35 they look for information depends on the type of purchase. For example, in the case of
* J5 h% H3 a. G" I0 S 36 routine grocery purchases most consumers respond to automatically. However, for
/ U* {: T* M3 F- p& n 37 purchases where the risk of making the wrong decision is greater, like buying a new
6 b( k' i' z9 R j 38 car, so the search for information is more important. The decision to purchase is never a www.ExamW.CoM
' F0 \& Q z' @1 U+ t 39 single decision but a number of these separate decisions, and at any time during this
+ Y2 J" s: k; d3 s9 E: [ v 40 process, consumers can change their minds about and choose an alternative route. For ! w. `1 T/ g7 T2 u
41 example, although a consumer may have decided where to buy a product only to realise 8 q4 Y- w) k) |. }* A
42 at the last moment that this is, in fact, having the wrong choice. The price in the store may
# D% A) F/ j w4 w7 m) ?5 C 43 be too high or the staff unhelpful. On the other hand, a lack of queues, favourable credit
" i, B: ^% ^) j3 F$ ~ 44 facilities and efficient staff all lead to a too positive impression, so retailers should
, k# \+ t' G" q- H+ M 45 remember how difficulties in these areas that can affect a sale or even lose a customer permanently. |