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Synopsis

Why We Buy is filled with decades of research into customer behaviors. By watching customers as they move through stores, Underhill has been able to come up with good advice backed by science.

Marketers and retailers will find information from merchandising to statistics and learn exactly how customers behave when they shop.

Readers will learn how long customers stay in stores and how to increase that amount of time, resulting in more sales. Most of all, they will learn how to use this advice to turn browsers into buyers.

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Summary

Filled with research results like "21% of browsers will buy a computer on Saturday at 5 o'clock", Why We Buy explains the psychology of shopping and how to use it to get more sales. The book is laid out in three sections. The first section is about the mechanics of shopping and what customers expect in a store layout. The second section focuses on demographics. The shopping behaviors of men, women, children, and seniors are all different, and this section explains why. Retailers can use this information to make buying easy for each group. The third section is about the dynamics of shopping, from product placement to standing in line.

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3 questions and answers
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A personal shopper is a professional who assists individuals in purchasing products according to their personal needs, preferences, and style. They often work in department stores or boutiques, providing advice and suggestions to customers. They may also shop on behalf of the customer, especially for busy individuals or those who need help in making fashion decisions.

On the other hand, direct sales refer to a business model where products are sold directly to consumers, bypassing any middlemen such as retailers or wholesalers. This can be done through various methods such as online sales, door-to-door sales, or home parties. The salesperson in direct sales often works independently, selling products from a specific company.

While both roles involve selling products to customers, the key difference lies in the approach and relationship with the customer. A personal shopper focuses on providing a personalized shopping experience, while a direct salesperson focuses on selling specific products directly to the consumer.

Direct sales have several benefits compared to selling at a store or online.

Firstly, direct sales allow for a personalized approach. Salespeople can tailor their sales pitch to the specific needs and preferences of the customer, which can lead to higher conversion rates.

Secondly, direct sales can build stronger customer relationships. The direct interaction between the salesperson and the customer can foster trust and loyalty, which can lead to repeat business and referrals.

Thirdly, direct sales can provide immediate feedback. Salespeople can gauge the customer's reactions and adjust their approach accordingly.

However, direct sales may not be suitable for all types of products and customers. Some customers may prefer the convenience and anonymity of shopping online or at a store. Therefore, businesses should consider their target market and product characteristics when deciding on their sales strategy.

In a direct sales environment, especially when demonstrating a product at a prospect's home, several factors can drive more sales:

1. Personalized Experience: Tailor your product demonstration to the specific needs and interests of the prospect. Show them how your product can solve their problems or enhance their lifestyle.

2. Building Trust: Be honest and transparent about the product's features and pricing. This builds trust and makes the prospect more likely to buy.

3. Product Knowledge: Know your product inside out. The more you know about your product, the better you can answer any questions or objections the prospect may have.

4. Follow-up: After the demonstration, follow up with the prospect. This can be a simple thank you note or a call to answer any further questions they may have.

Remember, the key is to focus on the prospect's needs and how your product can meet those needs.

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Mechanics

The longer customers spend in a store, the more likely they are to buy. This section teaches how to keep them in the store longer by creating a comfortable place to shop. Narrow aisles may seem to be making the most of the space available, but the "butt brush" effect, where customers are just too close to be comfortable, says otherwise. Having seating for customers may seem like an extra expense, but Why We Buy proves that having somewhere to sit down keeps customers in the store longer. From the parking lot to the back of the store, the mechanics of shopping tells retailers a lot about how customers feel when they are in a store.

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Demographics

People shop in many different ways, and this section teaches what to do about it. Women spend the most time in a store when they are with another woman and the least amount of time when they are with a man. This kind of information gives retailers a chance to see where they can improve for customer groups. Retailers will learn not only how each group shops differently, they will also learn what each group wants. Retailers who understand what their customers want will have an almost foolproof checklist for creating a personalized shopping experience for each customer and increase sales.

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When selling to a man and a woman together, it's important to engage both parties in the selling process. Here are a few strategies:

1. Understand their individual needs: Men and women may have different shopping preferences and needs. Understand these differences and tailor your approach accordingly.

2. Personalize the experience: Use the information you have about their preferences to create a personalized shopping experience. This could involve showing them products that align with their interests or explaining how a product or service can meet their specific needs.

3. Involve both in the conversation: Make sure you're addressing both parties during the conversation. This can help ensure that both feel involved and valued.

4. Provide excellent customer service: Good customer service can make a big difference in keeping both parties engaged. Be attentive, responsive, and helpful.

Remember, the key is to make the shopping experience enjoyable and beneficial for both parties.

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Dynamics

Much of this section relates to the other two by teaching retailers how customers see the overall store environment. This section talks about the 'sensual shopper' and teaches retailers how to appeal to as many senses as possible for more sales. Examples like the smell of fresh baked bread sells more bread, provide retailers with an opportunity to find 'sensual' shortcomings and fix them. Waiting in line can ruin an otherwise great shopping experience and this section teaches retailers how to use distractions to make it easier. These, and other practical approaches, teach retailers how to effectively "market" to all five senses.

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To appeal to each of the senses while selling cookware, you can use the following strategies:

Sight: Display your cookware in an attractive manner. Use good lighting and arrange them in a way that highlights their features. You can also use visually appealing packaging.

Touch: Allow customers to touch and feel the cookware. The weight, texture, and quality of the material can be a deciding factor for many customers.

Smell: If possible, demonstrate cooking using your cookware. The smell of delicious food can make customers associate your cookware with good food.

Taste: Again, cooking demonstrations can be helpful. Let customers taste the food cooked using your cookware.

Hearing: The sound of food sizzling in the pan can be appealing. You can also talk about the benefits of your cookware, share customer testimonials, or play soothing music in the background.

Remember, the goal is to create a multi-sensory experience that makes your cookware more appealing to customers.

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Why We Buy reveals the science of customer behavior, but most of all, it teaches retailers how to make buying as easy as possible for their customers.

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