Outlet Selection & Post Purchase Process

Week 4

Outlet Selection

The process of choosing where to buy a product or service (store, website, or app).

Purchase Decision

The final stage where the consumer completes the transaction.

Retail Factors

External factors that influence store choice such as price, location, and atmosphere.

Location and Convenience

How easy it is to access a store; closer and easier options are preferred.

Price and Promotions

Discounts and deals that make a store more attractive to consumers.

Product Availability

The extent to which products are in stock and offered in variety.

Store Atmosphere

The physical or digital environment that influences consumer mood and perception.

Brand Reputation

The level of trust and credibility a consumer associates with a store.

Perceived Risk

The uncertainty or potential negative outcome a consumer feels when making a purchase.

Shopping Orientation

A consumer’s approach to shopping, either task-focused or experience-focused.

Task-Oriented Shopping

Shopping focused on efficiency and completing a purchase quickly.

Experience-Oriented Shopping

Shopping focused on enjoyment, browsing, and discovery.

Omni-Channel Retailing

A strategy where consumers use multiple channels (online, mobile, in-store) before purchasing.

Webrooming

Researching products online and buying in-store.

Showrooming

Viewing products in-store and purchasing online.

Point-of-Purchase Materials

In-store displays and signage that influence buying decisions.

Price Promotions

Coupons, discounts, and bundle deals used to encourage purchases.

Stockouts

When products are unavailable, causing consumers to switch brands or stores.

Website Functionality

The ease of using a website, including navigation and checkout.

Sales Personnel

Staff or online assistants who influence consumer purchase decisions.

Outlet Image

The overall perception of a store based on functional and emotional attributes.

Retailer Brands

Products developed and sold under a retailer’s own brand name.

Retail Location

The distance and accessibility of a store, influencing store choice.

Retail Size

Larger stores are often preferred due to greater variety and options.

Post-Purchase Behaviour

Consumer reactions after purchase, including satisfaction or dissatisfaction.

Customer Satisfaction

The extent to which a product meets or exceeds expectations.

Expectation

The standard or benchmark a consumer compares product performance against.

Cognitive Dissonance

Post-purchase doubt or anxiety about whether the right choice was made.

High Involvement Purchase

A purchase that is expensive, risky, or important, leading to more evaluation.

Product Use

The way a consumer uses a product, influencing satisfaction and future behaviour.

Positive Post-Purchase Outcomes

Repeat purchases, loyalty, and positive word of mouth.

Negative Post-Purchase Outcomes

Returns, complaints, and negative word of mouth.

Customer Loyalty

A commitment to repurchase a brand over time.

Customer Commitment

A deeper emotional connection to a brand leading to long-term loyalty.

Word of Mouth

Information shared between consumers about products or brands.

Customer Support

Services provided after purchase to help customers and resolve issues.

Loyalty Programs

Reward systems that encourage repeat purchases.

Personalisation

Tailoring products or experiences to individual consumer preferences.

Easy Returns

A policy that reduces risk and increases trust by allowing simple returns.

Awareness Set

The group of stores a consumer considers when making a purchase decision.

Evoked Set

Stores the consumer actively considers.

Inert Set

Stores the consumer feels neutral about.

Inept Set

Stores the consumer avoids.

Marketing Goal in Retail

To move a store into the consumer’s evoked set.

Subscription Economy

A model where consumers pay regularly for ongoing access to products or services.

Subscription Benefits

Convenience, ongoing relationship, and predictable revenue.

Situational Influence

External factors at a specific time and place that affect consumer behaviour.

Store Atmospherics

Elements like lighting, music, and layout that shape the shopping experience.

Purchase Triggers

Factors such as promotions or urgency that push consumers to buy.

Omni-Channel Shopper

A consumer who uses multiple channels before making a purchase.

Customer Experience

The overall interaction a consumer has with a brand across all touchpoints.

Brand Advocacy

When satisfied customers actively promote a brand to others.