1. The Need For Studying Consumer
Behaviour
 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.

2. Factors influencing Customers
 Range of merchandise
 Convenience of shopping
 Time to travel
 Socio-economic factors
 The stage of family lifecycle

3. STA

4. External Internal
(sociological) (psychological)
culture
needs learning b
social class
e
motives h
reference groups a
wants personality v
family i
perception o
marketing mix awareness attitude preference
r
Buyer Behavior Model

6. Types of buying decisions (Time and
effort)
 Extended Problem Solving
 Limited Problem Solving
 Habitual decision making

7. 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

9. MARKET SEGMENTATION
 Demographic Segmentation
 Geographic Segmentation
 Usage pattterns
 Psychographics and lifestyle

10. 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