Practise store choice, Engel-Kollat-Blackwell buyer stages and post-purchase cognitive dissonance, applying each process to products and customer scenarios.
Kabir is setting up a store selling clothing in a shopping mall. He wants to encourage people to enter his store and purchase clothing.
Suggest two ways that Kabir can encourage people to enter his store, using your knowledge of store choice, including demographics (e.g. age and gender).
For each way:
Award 2 marks for a detailed outline of the application linked to the context. Award 1 mark for a basic outline of the application.
Likely suggestions
Age:
30-40 and 41-50 - convenience important (near mall entrance)
25-40 - merchandising important (good variety, price and quality; high levels of stock)
25-40 - appealing (good lighting, attractive displays, comfortable)
30-40-good service (short queues, gives credit, home delivery, good manners)
Middle age (not younger or 50+) preference for patronised stores (loyalty programme, mailing list to keep in contact with regular customers to send special offers, events, etc.)
Gender - Men prefer
Convenience (close to entrance of shopping mall)
Layout of store - Have similar items grouped together so that it easy for a male customer to quickly find the item they wish to purchase.
Put popular items at front of store so that men can quickly find the item of clothing, pay and leave
Have the area to pay clearly signposted.
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Any demographic acceptable. Both suggestions can refer to one demographic
(e.g. both suggestions to attract men to the store).
Do not credit features of the store that would appeal to any age group or gender.
Example reference for age and gender
Sinha et al. (2002)
Reference for social class -
Albert Loudon and David Della
Britta, Consumer Behavior : Concepts and Applications
PUBLISHED
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Women prefer
Merchandise (good variety, price and quality; high levels of stock) - variety of products as women like to compare brands
Patronised stores/stores they regularly shop in (loyalty programme, mailing list to keep in contact with regular customers to send special offers, events, etc.)
Credit given to any demographic - Alternatives could include social class
Customers prefer to shop at stores that 'fit' their social class. Store should advertise to indicate their social-class status of the store. A greater percentage of lower-class women favoured discount stores than did women in the middle or upper classes. The attraction to high-fashion stores was directly related to social class. Broad-appeal stores were more attractive to the middle class
Age examples -
30-40 year olds are attracted to stores that they patronise frequently. (1) Kabir could have a loyalty programme that offers discounts to repeat customers or have a mailing list where events such as a fashion show could be held at the store to attract customers to return. (1)
Having a member of staff at the entrance to the store to greet customers and keeping queues for changing rooms and payment short (1) will also help to attract 30-40 year olds who rate level of customer service highly when choosing a store. (1)
Examples for gender:
To attract men to the store, Kabir could design the layout of his store so that similar items are grouped together. (1) This will make it easier for men to quickly find what they are looking for as men want to 'grab and go' when shopping. (1)
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To attract women to the store, Kabir needs to offer a wide range of women's
clothing with a lot of stock of various sizes and styles. (1) This is because women will be attracted to a clothing store with a good selection of
merchandise. (1)
Example for social class -
If Kabir wishes to attract working class women he should hire staff from the
local area and train them to be friendly with the customers. (1) This is because working class women value personal relationships and shop along known, friendship lines. (1)
Other appropriate responses should also be credited.