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Consumer Buying Behavior and Buying Decision Process
1. Company LOGO
C O N S U M E R B U Y IC O N S U M E R B U Y I
N GN G
B E H A V I O U RB E H A V I O U R
RMD Sinhgad
School of Management
Studies11th
June 2013
Presented by
Jaideep Vasant SOLANKI
at
4. Jaideep Vasant SOLANKI
OBJECTIVES
We would learn the following by the
end of the session
1. How do consumer characteristics
influence buying behaviour?
2. How do consumers make purchasing
decisions?
7. Jaideep Vasant SOLANKI
Characteristics Affecting
Consumer Behavior
Cultural
Social
Personal
Psychological
Culture
Subcultures
Racial
Religious
Regional
Social Class
Key Factors
Buying Influencers*
8. Jaideep Vasant SOLANKI
Characteristics Affecting
Consumer Behavior
Cultural
Social
Personal
Psychological
Key Factors
Buying Influencers*
Groups
Membership
Reference
• Aspirational groups
Opinion leaders
• Buzz marketing
Family
Changing roles of H-W
Children can influence
Roles and Status
9. Jaideep Vasant SOLANKI
Characteristics Affecting
Consumer Behavior
Cultural
Social
Personal
Psychological
Key Factors
Buying Influencers*
Age and life cycle
Occupation
Economic situation
Lifestyle
Activities, interests, and
opinions
Lifestyle segmentation
Personality and self-
concept
Brand personality
10. Jaideep Vasant SOLANKI
Characteristics Affecting
Consumer Behavior
Cultural
Social
Personal
Psychological
Key Factors
Buying Influencers*
Motivation
Needs provide motives for
consumer behavior
Motivation research
Maslow’s hierarchy of needs
Perception
Selective attention, selective
distortion, selective retention
Learning
Drives, stimuli, cues,
responses and reinforcement
Memory
13. Jaideep Vasant SOLANKI
The 5 Stage Process to Buying
Decision
The Buying Decision Process
Need recognition
Information
search
Evaluation of
alternatives
Purchase decision
Postpurchase
behavior
Needs can be
triggered by:
Internal stimuli
• Normal needs become
strong enough to drive
behavior
External stimuli
• Advertisements
• Friends of friends
ProcessProcess
StagesStages
14. Jaideep Vasant SOLANKI
The 5 Stage Process to Buying
Decision
The Buying Decision Process
Need recognition
Information
search
Evaluation of
alternatives
Purchase decision
Postpurchase
behavior
Consumers exhibit
heightened attention or
actively search for
information.
Sources of information:
Personal
Commercial
Public
Experiential
Word-of-mouth
ProcessProcess
StagesStages
15. Jaideep Vasant SOLANKI
The 5 Stage Process to Buying
Decision
The Buying Decision Process
Need recognition
Information
search
Evaluation of
alternatives
Purchase decision
Postpurchase
behavior
Evaluation procedure
depends on the
consumer and the
buying situation.
Most buyers evaluate
multiple attributes,
each of which is
weighted differently.
At the end of the
evaluation stage,
purchase intentions are
formed.
ProcessProcess
StagesStages
16. Jaideep Vasant SOLANKI
The 5 Stage Process to Buying
Decision
The Buying Decision Process
Need recognition
Information
search
Evaluation of
alternatives
Purchase decision
Postpurchase
behavior
Two factors
intercede between
purchase intentions
and the actual
decision:
Attitudes of others
Unexpected situational
factors
ProcessProcess
StagesStages
17. Jaideep Vasant SOLANKI
The 5 Stage Process to Buying
Decision
Need recognition
Information
search
Evaluation of
alternatives
Purchase decision
Postpurchase
behavior
Satisfaction is
important:
Delighted consumers engage
in positive word-of-mouth.
Unhappy customers tell on
average 11 other people.
It costs more to attract a new
customer than it does to
retain an existing customer.
Cognitive dissonance is
common
The Buying Decision Process
ProcessProcess
StagesStages