David He Notes

For any method of business, sale of any product, seizing the exact behaviors and needs of users is essential to a business runner. It goes the same well for online shopping. The behaviors and needs of users extend to all the segments of products, pricing, service, logistics, marketing and online shopping experience, in the other words, it’s vital for this platform. Here is a conclusion of the psychological features of B2C business users.

• Maybe I’ll buy something, how’s the first impression?
• Maybe I’ll buy something, but I’ve no idea how this website is. And what about its reputation?
• Maybe I’ll buy something, is there any special stuffs here in this website?
• Maybe I’ll buy something, is there anything I like?
• Maybe I’ll buy something, is there any discount?

• I want to buy something, but I don’t know what should I buy.
• I want to buy something, is there something I need here?
• I want to buy something, can I find it quickly?
• I want to buy something, is it fit for me?

• I want to buy it, I couldn’t figure out whether I need it or not although I’ve view the instruction.
• I want to buy it, is the quality guaranteed?
• I want to buy it, how’s other people review this product?
• I want to buy it, is it the cheapest?
• I want to buy it, but it’s a big money for me, I cannot afford it at one time…

• Is there any discount if I take more pieces or what about I introducing some friends here?
• I like several types of it, yet I don’t know which one is better.
• I decide to take it, but the ordering procedure is too complicated. Can you make it easier?
• I decide to take it, but I was worrying about your service because of frequent errors of you website.
• I want to pay the bill, but the billing methods here are not for me.
• Is my payment online secure?
• Can I get the product after the payment? What about its quality?

• I’ve made my order and paid the bill. Now I want to cancel it, how can I get my money back?
• It really good, yet I cannot buy it for personal reasons. Maybe next time…

• Is there an extra charge of the delivery?
• When exactly can I receive my pack?
• What about the logistics? Is it good and fast?
• What if I am not at home? I mean how can I get my pack?
• What if I didn’t receive my pack? Is there any instructions for me to follow in this case?

• It’s different from the thing I want. Can I change another one? Is it complicated?
• If I encounter some problems about the product, what should I do?
• How is the customer service? Can my problems be solved?

• As a returner, will I get more discount next time?
• Am I feeling good about the service?
• Is it the shopping online interesting?
• Will I return? Will I recommend it to some friends?

Tags: online shopping, psychology

This entry was posted on Tuesday, March 31st, 2009 at 18:35 and is filed under Psychology & Behavior. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.