Term
|
Definition
| type of service that meets or exceeds customers expectations |
|
|
Term
|
Definition
| comprises all the activities designed to attract, retain, and enhance long-term relationships with customers |
|
|
Term
|
Definition
| consists of all those actitivies performed by the retailer that influence (1) the ease with which a potential customer can shop or learn about the store's offerings (2) the ease with which a transaction can be completed once the customer attempts to make a purchase and (3) the customer's satisfaction with the transaction |
|
|
Term
|
Definition
| an individual who is dissatisfied with teh level of customer service offered at a store or stores and is seeking an alternative store with the level of customer service that he or she thinks is appropriate |
|
|
Term
|
Definition
| services provided to the customer prior to entering the store |
|
|
Term
|
Definition
| services provided to customers when they are in teh store shopping and transacting business |
|
|
Term
|
Definition
| occurs when an individual who is a professional shopper performs the shopping role for another; very upscale department and specialty stores offer personal shoppers to their clients |
|
|
Term
|
Definition
| the amount of time a consumer must spend waiting to complete a purchase |
|
|
Term
|
Definition
| services provided to customers after they have purchased merchandise or services |
|
|
Term
|
Definition
| the percentage of shoppers that enter teh store that are converted into purchasers |
|
|
Term
|
Definition
| the process of locating or identifying potential customers who have the ability and willingness to purchase your product |
|
|
Term
|
Definition
| the action the salesperson takes to bring a potential sale to its natural conclusion |
|
|
