The Need For Studying ConsumerBehaviour How the need for the product /services was determined? How information was sought by the customer? The process of evaluation of various product and services. The payment process. The post purchase behaviour.
Factors influencing Customers Range of merchandise Convenience of shopping Time to travel Socio-economic factors The stage of family lifecycle
External Internal (sociological) (psychological) culture needs learning b social class e motives hreference groups a wants personality v family i perception o marketing mix awareness attitude preference r Buyer Behavior Model
Types of buying decisions (Time andeffort) Extended Problem Solving Limited Problem Solving Habitual decision making
Generational cohort A generational cohort has been defined as "the aggregation of individuals (within some population definition) who experience the same event within the same time interval
Customer Service Identify the key customer and listen and respond to them Define superior service and establish a service strategy Set standard and measure performance Select train and empower employees Recognize and reward accomplishment