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Retailing management
Chapter 12
12
Marketing
Undergraduate 4
11/13/2012

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Term
High-Quality Service
Definition
type of service that meets or exceeds customers expectations
Term
Relationship Retailing
Definition
comprises all the activities designed to attract, retain, and enhance long-term relationships with customers
Term
Customer Service
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
Transient Customer
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
Pretransaction Services
Definition
services provided to the customer prior to entering the store
Term
Transaction Services
Definition
services provided to customers when they are in teh store shopping and transacting business
Term
Personal Shopping
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
Dwell Time
Definition
the amount of time a consumer must spend waiting to complete a purchase
Term
PostTransaction Service
Definition
services provided to customers after they have purchased merchandise or services
Term
Conversion Rate
Definition
the percentage of shoppers that enter teh store that are converted into purchasers
Term
Prospecting
Definition
the process of locating or identifying potential customers who have the ability and willingness to purchase your product
Term
Closing the Sale
Definition
the action the salesperson takes to bring a potential sale to its natural conclusion
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