The 4 types of shoppers and their customer care preferences

The 4 types of shoppers and their customer care preferences

Faith Ocampo Published on April 12, 2017Last updated on June 3, 2021

Do you understand how your customers are making purchasing decisions? And if so, are you using this knowledge to improve your brand’s customer support?

tiny boxes on laptop with credit card to show customer care preferences online shopping

Customers have largely differing purchasing styles. These, for the most part, can only be explained by consumer psychology. Behavioral psychologists are trying to uncover the cognitive processes that explain why people buy what they buy, when they buy them, and even how they prefer to make the purchase. Also part of this subject is how customers respond to various marketing and customer support strategies.

It sounds rather complicated, but you can use all these to your advantage. By knowing how your customers make decisions, as well as the factors that influence their buying decisions, you can come up with customer care strategies that target their exact needs. When done right, this can help you improve your sales and your customer relationships.

Take a look at the four different types of shoppers according to their purchasing styles.

  1. Decisive buyers

    young man with customer care preferences online shopping in coffee shop
    Decisive buyers know exactly what they want from a brand or a product. So they’re likelier than other shoppers to make quick buying decisions. They usually go for the most valuable products, with price as a secondary consideration. While they may not pay attention to the tiny details about how a product works, they care about how it will make their lives better.

    When delivering customer service to this type of shopper, follow these tips:

    • Be straightforward and honest so you can speed up transactions. Decisive buyers hate delays.
    • Avoid focusing on the tiny details. Instead, discuss the big picture and point to the benefits of a product or service.
    • Avoid discussing your personal opinions. Stick to facts and evidence when talking about a brand and what it offers.
  2. Trend-focused shoppers

    smiling ladies with customer care preferences holding online shopping bags
    These shoppers are also big-picture thinkers, but for a different reason. While decisive buyers value a product’s efficiency more than anything else, trend-focused shoppers make purchases that will allow them to fit in a particular group. In short, they’re after the rewarding emotions that come with buying something, especially if it’s a new gadget or the latest fashion trends.

    Keep these tips in mind when interacting with a trend-focused shopper:

    • Be enthusiastic about a product, and express positive emotions during the customer interaction.
    • Emphasize how a product can help improve the customer’s appearance, social status, or personal relationships.
    • If applicable, offer other trendy products that the customer might find appealing.
  3. Process-oriented consumers

    customer care preferences shown as consumer holding credit card on laptop for online shopping
    Process-oriented customers focus on the how’s and why’s behind a product or service. Thus, they zoom in on the smallest details and thoroughly analyze whether a product is truly worth their money based on its benefits. They pay particular attention to the risks involved in making a purchase. They’re not going to jump into a decision until they’re sure that there’s minimal risk that come with a product or service.

    To capture and sustain the interest of this type of consumers, keep these customer service tips in mind:

    • Give them enough time to think about their purchases and decide. Don’t rush them into making an on-the-spot decision.
    • Be honest when discussing the risks that come with a product, as well as its shortcomings.
    • Assure continuous after-sales customer care.
    • Focus on the facts. Demonstrate that you have an updated product knowledge by taking your time to explain how a product works, why it was created, and its many benefits.
  4. The thorough researcher

    senior man with customer care preferences thinking holding tablet online shopping site
    The thorough researcher is a skeptic consumer. Like the process-oriented consumer, they look into the smallest details about a product. However, they tend to question the reliability and accuracy of the data given to them, applying an almost scientific approach to assess their truthfulness. Thus, they’re unlikely to do business with brands with a shady reputation.

    When delivering customer support to this type of client, observe the following:

    • Avoid grammatical errors and typos (during written correspondence), as these lapses may be perceived as a sign of incompetence.
    • Provide as much data as you can, but make sure that they are correct, high-quality, organized, and evidence-based.
    • Avoid emotional discussions, and stick to the facts.

Outsourced customer support allows businesses to concentrate on important business functions while maintaining great customer relationships. Open Access BPO provides multichannel customer experience, back office support, and content management solutions to help businesses like yours effectively communicate with any kind of shopper. Send us a message letting us know what outsourced solutions your brand needs. We’ve got you covered!

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO7 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO