What is the meaning of BORIS?
Buy Online Return In Store
What is the meaning of BOPIS?
Buy Online Pick up In Store
What is the meaning of ROPO?
Researching Online Purchasing Offline
Explain the difference between feature and benefit
Features are the characteristics of the product
Benefits refer to what the user gains from using the product
Explain a bad habit we can observe in a physical store and its impact on the customer experience
Being robotic, asking the same questions regardless of the customer, judging the customer on their appearance, assuming you already know everything about the customer...
Why offering a sensory experience in store can make a difference compared to buying online?
Easier for the customer to understand and remember what the product does
Great opportunity to mentally and physically engage the customer
Give 3 factors for choosing a good location for a physical store.
City:City size, Purchasing power, Number and size of competition, Type of competition (luxury, exclusive, selective, mass market…)...
Area:Accessibility of the store (nearby public transport, parking, etc.), Traffic flow in the area, Location costs...
What are the 3 main dimensions of service?
Product - Place - People
What type of distribution do these stores belong to (wholesale or retail)?
- Outlet stores
- Duty-free stores
- Pop-up stores
- Outlet stores (RETAIL)
- Duty-free stores (WHOLESALE)
- Pop-up stores (RETAIL)