Republic of the Philippines

ISABELA STATE UNIVERSITY

Echague, Isabela

COLLEGE OF COMPUTING STUDIES, INFORMATION AND COMMUNICATION

TECHNOLOGY
IT GEC ELEC 1- Entrepreneurial Minds
1st Semester, SY 2022-2023

Name (LN, FN, MI Tabangin, Bryan O.

Course/Year/Section BSIT 3-2
Date 06/11/2022
Activity/Quiz # 5

1. Why is it important to study the customer/consumer behavior?

For your business will run smoothly, for you to find the wants and needs of your
customer, and this could help you achieve the best business that you dreamed of.

2. Explain the five stages of consumer decision process.

Problem Recognition – consumers are looking for products that they either need or want
for their enjoyment, example when you are busying a big or expensive product like car or
laptop, they will decide if they need it or they just want it and once they find the solution
that they want or need them this leads to the next process.

Information Search – When searching the consumers gather information on the internet
to evaluate what they need in the product they are going to buy, all its positive and
negative effects when they buy this product.

Alternative Evaluation – once they know that this product is important to them, they will
look for an alternative decision on the price, additional product benefit, product
availability, and what they personally want whether on the color or design of the product
options.

Purchase Decision – once they gathered all the facts on the product that they want to buy
including the feedback on the product of the previous customers. Consumers will decide
that they will buy this product.

Post-Purchase Evaluation – In this process, it is up to the seller to give the customer

proper assistance to make the transaction go smoothly and give them coupons or
discounts and freebies, or encourage them to buy something additional to what they
bought.

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 3. What is customer retention? Why customer retention is important in doing business?

Customer retention is an important aspect of a business or company, it is the ability of a

company to keep its customers to come back and enjoy your product or have trust in you.
This is important in having a business because it tests your ability to promote and give
confidence in your product that is being sold.

4. Aside from the identified customer service tools discussed in you module, give 2
more customer services tools.

Community Forumns
Social media listening, monitoring, and responding

Submitted by: Submitted to:

BRYAN O. TABANGIN IRMA T. PLATA, DIT

Student Associate Professor V

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