Retail Hospitality or Customer Service Before, During & After the Sale
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Retail Hospitality or Customer Service Before, During & After the Sale
- 1. Retail Hospitality or… Customer Service before, during & after the Sale Nufloors Meeting Christine B. Whittemore September 2010
- 2. A Big Event in Your Life…
- 5. Think of Customer Service as Retail Hospitality
- 9. You Never Hear Why…
- 11. Be Hospitable or Not. The Consumer has choices.
- 12. If You Intend to Be Profitable, NO Choice but to adopt Retail Hospitality and focus on Customers with Service .
- 15. Women Consumers in Canada
- 21. Conflict in the Marketplace!
- 22. People vs. Organizations Corporate brands Vs. Communities Hierarchy Vs. Connections Inauthentic, faceless organization, corporate wall Vs. Real, Human, Individuals
- 24. Extremes In The Marketplace Overlook detail Men It’s either right or wrong Maintain self control Do stuff together What’s the bottom line? Just the facts Conceal weakness Resist outside influence Play to win Dominate Competition Individual Perspective Notice detail Women It depends Experience & show emotion Talk together What’s the context? How does it make me feel? Reveal weakness Seek advice Play to improve Nurture Interaction Group Perspective
- 27. 1. Activation It starts differently
- 29. 2. Nomination The outcome is different
- 31. 3. Investigation/Decision More information & more options
- 36. 4. Success! Influence goes beyond purchase
- 39. Hospitality & The Retail Experience The Store
- 46. Aggieland Carpet One Floor & Home
- 48. Atlanta Flooring Design Centers
- 49. Jack Laurie, IN
- 50. Great Floors, WA
- 52. Carpetright, UK
- 53. Shoes and Carpet
- 54. Hospitality & The Retail Experience The Salesperson
- 57. Understand Communication Differences… Between Men & Women
- 62. What This Means For Delivering Hospitality & Memorable customer service …
- 68. If You Intend to Continue Successfully, Adopt Retail Hospitality. Focus on Customers with Service before, during & after the Sale .
Hinweis der Redaktion
- As the population ages, it becomes increasingly female. Furthermore, as the population ages, men and women become more similar in their attitudes, priorities and preferences. 30% of women out-earn their husbands
- In fact, the whole notion of word of mouth referrals and loyalty is so powerful, that it is considered the most powerful indicator of profitability.
- Purchasing decisions are made and heavily influenced on the floor of the store The store The aisle
- The most powerful inducement to shopping is the opportunity to touch, try, taste, smell and otherwise experience the world of desirable objects , and how the artful juxtaposition of those objects can sometimes make all the difference in the world.
- Using our senses as the basis for choosing or rejecting something. Virtually all unplanned purchases, and many planned ones, come as a result of the shopper seeing, touching, smelling, or tasting something that promises pleasure if not total fulfillment. Shoppers want to spend time investigating and considering those products in which they have a high level of ‘involvement’, meaning products that offer possibilities or invite comparison.
- By the way, you will notice that every page addressing women will have more text, more detail, more words.