Impact of Ignorance of Customer Queries by Retailer Sales Staff on Customer Purchase Decision

Afnan Ali

doi:10.52633/jms.v3i2.71

Abstract

This research is based on a description of the impact of ignorance of customer queries by retail sales staff on customer purchase decisions. This study is a questionnaire-based survey, and the analysis of the questionnaire and literature review is used to derive the conclusions. The outcomes of this research have revealed that the impact of ignorance of customer queries by retail sales staff has a positive correlation with the customer purchase decision. This research has described the impact of ignorance of customer queries by retailer sales staff through four constructs including customer satisfaction, customer trust, salesperson personality and purchase intention. The fact is when we define something as being important, we do everything possible to achieve it, and this is often related to the acquisition of some good. Even if your niche does not directly involve some personal purpose of your persona, it can do so in an indirect way, and if well explored, this concept can be very lucrative. Daily decisions are made on a day-to-day basis, although this decision-making process is hardly thought of. For marketing, this process, through the understanding of the customer buying decision process, is fundamental, since it allows the planning of better marketing strategies, contributing to a greater success of the brands. The concluding remarks of this research can be used as an information reference for the marketing managers, industrialists, and business-oriented people.

Highlights

The essential problem in research on customer behaviour is perception, investigation and number of the qualities that impact customers in making the purchase decisions, keeping in mind that the behaviour of customer choice is directly linked with the services
The main purpose of this study is to find out the impact of ignorance of customer queries by retailer sales staff on the customer purchase decisions
Research Approach A quantitative approach is used to collect the data on the impact of ignorance of customer queries by retailer sales staff on the customer purchase decision

Summary

Introduction

The essential problem in research on customer behaviour is perception, investigation and number of the qualities that impact customers in making the purchase decisions, keeping in mind that the behaviour of customer choice is directly linked with the services. Cognizant salespersons work diligently to acquire client’s attention, attract them towards store offerings and alter their impulsive purchase decisions Another attribute concerned with a salesperson's personality trait is accomplishment, in which people concentrate profoundly on accomplishing objectives and measure persistent execution when contrasted with their objectives. Low information buyers will probably see a choice undertaking as confounded on the grounds as they are not able to fathom, dissect, and expand product determination data (West, Brown, & Hoch, 1996) They are probably going to depend on customized item suggestions directed to them as a solution to decision instability and to avoid choice delay. The more complex and frequent the decisions we make, the more exhaustive they are It is an organization's salespersons responsibility to facilitate as much as possible the process of choice that involves their product or service offerings

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