Customer Service Chapter 1 Vocabulary

5. positive, memorable experience that is more than what the customer expected
10. offers customers the opportunity to interact with the multiple options
12. interconnected system of approaches for meeting the goal of retailing
14. customer with this mindset spends a lot of time checking out products and prices through online sites, visiting different stores,comparing retailers, etc.
16. business or person that sells products and services to customers
19. customer is loyal to specific stores based on repeated and valued positive customer experiences with a retailer
20. a license is granted to another entity to retail a company's products or services "Pizza Hut, KFC"
21. a single store or a small chain "Mom & Pop" shops
22. ownership is typically limited to a single or small number of owner investors
23. buys large quantities of these products directly from the manufacturer and then sells smaller amounts to retailers

1. intangible objects, they can't be physically owned
2. important to the person to be one of the first to purchase the newest technology, fashion, or car
3. attitude and expectations about the experience
4. customer views shopping as a fun occasion
6. people who purchase goods and services from a business
7. customer wants to find out what's trendy before making a purchase
8. physical goods that are bought and sold
9. integrates the channels to create a seamless consumer experience through the use of technology
11. quantifiable information such as household size, resident ages, income, education, occupation, place of residency, etc.
13. business owned by shareholders through publicly traded stock "Walmart, Kroger, Target"
15. produces finished products
17. shopper's mindset allows quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer
18. the process of selling products and services to customers to earn a profit