Understanding Customer Perception and Learning

Извадка от листа за преговор

📋 Course Outline

  1. Customer perception process phases
  2. Nature and characteristics of perception
  3. Perceptual filters: exposure, attention and interpretation
  4. Customer perception: tangible and intangible factors
  5. Customer learning: nature and types
  6. Elements of learning and reinforcement
  7. Learning theories: classical, operant and cognitive

📖 1. Customer perception process phases

🔑 Key Concepts & Definitions

  • Sensing selecting : Sensing selecting is the phase where customers gather information about a brand or product using their senses.
  • Organising interpreting : Organising interpreting is the phase where customers assign value to gathered information using their personal beliefs.
  • Interpreting reacting : Interpreting reacting is the phase where customers act, shaped by internal and external stimuli such as experiences and online reviews.

📝 Essential Points

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Преглед на теста

1. In which phase do customers assign value to gathered information using their personal beliefs?

2. Which learning theory is based on learning an association between two stimuli that repeatedly appear together?

3. Which item is included among the intangible factors influencing customer perception?

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Преглед на флашкартите

Customer perception phases — sequence?

Sensing/selecting, organising/interpreting, reacting/acting.

Perception — key characteristics?

Selective, subjective, based on frame of reference.

Perceptual filters — stages?

Exposure, attention, interpretation.

Tangible factors — examples?

Quality, service, price, branding.

Intangible factors — examples?

Advertising, social media, influencers, reputation.

Customer learning — nature?

Behavior depends on learned and remembered information.

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Често задавани въпроси

Какво обхваща листът за преговор на Understanding Customer Perception and Learning?

Листът за преговор обхваща основните концепции на Understanding Customer Perception and Learning. Организиран е по теми, за да улесни ученето и запомнянето, с ключови дефиниции, обяснения и резюмета.

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Колко въпроса има в теста за Understanding Customer Perception and Learning?

Тестът съдържа 14 въпроса с множество отговори с подробни корекции и обяснения за всеки отговор. Идеален за тестване на знанията ви и идентифициране на пропуски.

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