Chapter 8 Part5（课件）-《跨境电子商务英语》同步教学（北京邮电大学出版社）

Chapter 8 After-sales Service Part 1 Comments After Sales Part 2 Dealing with Customer Feedback 1 2 3 4 5 目 录 ONTENTS 行业PPT模板http:///hangye/ 6 Part 4 Customer Maintenance Part 3 Dispute Settlement Part 5 Consumer Habits and Characteristics 第 3 页 Objectives be able to deal with customers’ after-sales comments Chapter 8 After-sales Service be able to deal with customers’ feedback be able to deal with customers’ disputes and complaints be able to deal with customer maintenance properly get to know the consumers’ habits and characteristics of different countries PART 5 Consumer Habits and Characteristics Consumer Habits and Characteristics 第 5 页 Consumption habit refers to psychological performance of stable preference for a certain object formed by consumption subject in actual long-term consumption. In short, consumption habit is the preference of consumers for a certain kind of commodity, brand or consuming behaviour. In nature, it is a stable individual consuming behaviour, formed gradually in the long term, and in turn infl uences consuming behaviour. Consumer Habits and Characteristics 第 6 页 (1) Shopping frequency. Chinese people shop more frequently than their Western counterparts, especially North Americans who tend to stock up every week or every other week. However, European consumption habits lie somewhere between Chinese and North American in terms of how often they shop. In China, people are more inclined towards shopping daily for fresher products or even shopping right before cooking meals. 1. Comparing Chinese and Western Consumer Habits Consumer Habits and Characteristics 第 7 页 (2) North American shopping habits. This difference in shopping frequency is why mega markets such as Wal-Mart and Costco are so popular in North America, but smaller wet markets and convenience stores get comparatively more foot traffic in China. Both these diverse contrasting consumer habits are driven by convenience. In contrast to China’s walkable cities, mo