ACCORDING TO WEST BENGAL STATE UNIVERSITY

2ND SEMESTER CREATED BY SWARANAVA

MONDAL
 ALL QUESTIONS ARE
COMPILED IN CHAPTER-WISE
AT THE END OF EACH!
CREATED BY SWARANAVA
MONDAL
 UNIT: 1

CONSUMER
BEHAVIOUR
CONCEPTS & OVERVIEW

03
 DEFINITION OF
CONSUMER BEHAVIOUR:

Consumer behaviour refers to the actions and

decision-making processes of individuals or
groups regarding the selection, purchase, use,
and disposal of goods and services. It involves
the study of how consumers make decisions
about what they need, want, and desire.

Importance of Understanding
Consumer Behaviour:

• Helps marketers design effective marketing

strategies.

• Assists in predicting how consumers will

respond to marketing efforts.

• Enables businesses to meet consumer needs

and build long-term relationships.

03
 FACTORS INFLUENCING
CONSUMER BEHAVIOUR:

Cultural Factors:
Culture: The set of basic values, perceptions, wants, and
behaviours learned by a member of society from family and
other important institutions.
Subculture: Groups of people within a culture with shared
value systems based on common life experiences and
situations.
Social Class: Relatively permanent and ordered divisions in
a society whose members share similar values, interests,
and behaviours.

Social Factors:
Reference Groups: Groups that have a direct or indirect
influence on a person’s attitudes or behaviour.
Family: The most important consumer buying organization
in society.
Roles and Status: The position of an individual within a
group that defines expected activities and behaviours.

03
 Psychological Factors:
Motivation: The drive to satisfy needs and wants.
Perception: The process by which people select, organize,
and interpret information to form a meaningful picture of
the world.
Beliefs and Attitudes: Descriptive thoughts about
something and a person’s consistently favourable or
unfavourable evaluations, feelings, and tendencies towards
an object or idea.
Personal Factors:
Age and Life-Cycle Stage: The consumer’s age and the
stage of the family life cycle.
Occupation: Influences the goods and services bought by
consumers.
Economic Situation: Affects product choice and spending
patterns.
Lifestyle: A person’s pattern of living as expressed in their
activities, interests, and opinions.

2. MODEL OF CONSUMER DECISION-MAKING

03
 Input:

Marketing Mix:
Product: The good or service being
offered.
Price: The cost to the consumer.
Place: Distribution channels to make the
product available.
Promotion: Advertising, sales
promotions, public relations, and
personal selling.

Sociocultural Environment:
Family: Immediate influences from
family members.
Reference Groups: Groups that
influence consumer decisions.
Social Class: Economic divisions
influencing preferences.
Culture/Subculture: Shared beliefs and
values influencing consumption.

03
 Process:
Psychological Processes:
Motivation: Drives behind consumer
actions.
Perception: How consumers interpret
information.
Learning: Acquiring information that
influences behaviour.
Memory: Storing and recalling
information.
Attitudes: Predispositions towards
products and brands.

Decision-Making Process:
Problem Recognition: Realizing the
need for a product or service.
Information Search: Seeking
information about how to meet the need.
Evaluation of Alternatives: Comparing
different products or brands.
Purchase Decision: Deciding on the
product to buy.
Post-Purchase Behaviour: Reactions
after the purchase, including satisfaction
or dissatisfaction.

03
 Output:
Purchase Behaviour:
The actual buying of the product.

Post-Purchase Behaviour:
Evaluating the decision and its outcomes.
Satisfaction leading to repeat purchases
or dissatisfaction leading to returns and
complaints.

3. Steps in the Process

03
 Need Identification:
·Recognizing a gap or deficiency between the
current state and a desired state.
·Triggered by internal or external stimuli.
·Initiates the decision-making process.

Types of Needs:
Functional Needs: Practical benefits like
safety, convenience.
Emotional Needs: Psychological benefits
like status, love.
Social Needs: Benefits related to social
acceptance.

Triggering Need Recognition:

Internal Stimuli: Hunger, thirst.
External Stimuli: Advertisements, peer
influence.

03
 Information Search:
·Gathering information to solve the identified
need.
·Can involve internal search (memory, past
experiences) and external search (friends,
reviews, advertisements).
·Aims to find available options and relevant data.

Types of Information Sources:

Personal Sources: Family, friends.
Commercial Sources: Advertising,
websites.
Public Sources: Reviews, ratings.
Experiential Sources: Previous
experiences.

Factors Affecting Information Search:

Product Knowledge: Familiarity with the
product.
Perceived Risk: Potential negative
consequences.
Time Availability: Amount of time a
consumer has to search.
03
 Evaluation of Alternatives:
·Assessing different products or services to meet
the identified need.

·Comparing attributes such as price, quality,

features, and brand.

·Helps in narrowing down choices to the most

suitable option.

Criteria for Evaluation:

Features: Attributes of the product.
Benefits: Advantages of the product.
Brand Reputation: Perceived quality and
reliability.
Price: Cost of the product.

Decision Rules:
Compensatory: Weighing the pros and
cons.
Non-Compensatory: Setting minimum
criteria.

03
 Purchase Decision:
·Selecting a product or service from the
evaluated alternatives.

·Influenced by factors like brand preference,

price, and convenience.

·Final step before the actual purchase

transaction.

Factors Influencing Purchase:

Situational Factors: Time, place,
conditions.
Social Influences: Family, friends, societal
norms.
Personal Preferences: Individual tastes
and preferences.
Types of Purchase Decisions:
Routine: Frequent purchases with low
involvement.
Limited: Occasional purchases with some
involvement.
Extensive: Infrequent, high-involvement
purchases.
03
 Post-Purchase Behaviour:

Cognitive Dissonance:
Discomfort from holding conflicting
thoughts.
Occurs if the purchase doesn’t meet
expectations.

Customer Satisfaction and Dissatisfaction:

Satisfaction: Positive feelings towards the
purchase.
Dissatisfaction: Negative feelings towards
the purchase.

Post-Purchase Actions:
Complaints: Expressing dissatisfaction.
Returns: Returning the product.
Word-of-Mouth: Sharing experiences with
others.

03
Example of Consumer Behaviour:

A consumer recognizes a need for a new

laptop (Need Identification).
They search for information online and ask
friends for recommendations (Information
Search).
They compare different brands and models
based on features and price (Evaluation of
Alternatives).
They decide to buy a Dell laptop (Purchase
Decision).
After purchasing, they use the laptop and feel
satisfied with its performance (Post-
Purchase Behaviour).

03
CONSUMER DECISION-MAKING
PROCESS

Step Description

Need Recognizing
Identification the need for a product or service

Information Seeking
Search information from various sources

Comparing
Evaluation
different products or brands based on specific
of Alternatives
criteria

Making the decision to purchase a particular

Purchase
product
Decision

Evaluating
Post-Purchase
the decision after purchase, leading to
Behaviour
satisfaction or dissatisfaction

03
 FACTORS INFLUENCING
CONSUMER BEHAVIOUR

Factor Description

Beliefs, values, and customs learned

Cultural
from society

Influence
Social
from family, friends, and social groups

Individual characteristics such as age,

Personal
occupation, lifestyle, and economic situation

Internal
Psychological factors including motivation, perception,
learning, and attitudes

03
Chapter-Wise

09
 PREVIOUS YEAR
QUESTIONS
1. Define the term Consumer Behavior.
Definition: Study of how individuals make decisions to
spend resources on consumption-related items.
2. Define the term Dissonance.
Definition: Psychological discomfort experienced when
holding conflicting thoughts or beliefs, particularly after
making a purchase.
3. Differentiate between Consumer and Customer.
Consumer: End user of a product.
Customer: Purchaser of a product.
4. What is the significance of Consumer Behavior to
Marketers?
Significance: Helps understand needs, preferences, and
buying patterns, guiding product development,
marketing strategies, and customer satisfaction.
5. Discuss the Post-Purchase behavior of a Consumer.
Behavior: Evaluation of product satisfaction, cognitive
dissonance, feedback and reviews, repurchase
intentions.

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 PREVIOUS YEAR
QUESTIONS
6. What is Consumer Involvement? Discuss the various
models of Consumer Involvement.
Definition: Level of personal relevance and interest in a
product.
Models:
Low-Involvement: Routine, low-risk purchases.
High-Involvement: Complex, high-risk purchases.
Enduring Involvement: Long-term interest in a
product category.
Situational Involvement: Temporary interest based
on specific circumstances.
7. What is Consumer decision making? Discuss the steps in
Consumer Purchase decision process.
Definition: Process by which consumers select,
purchase, use, and dispose of goods and services.
Steps:
Problem Recognition
Information Search
Evaluation of Alternatives
Purchase Decision
Post-Purchase Behavior

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 PREVIOUS YEAR
QUESTIONS
8. What is Consumer Decision making?
(Already answered in #7)
9. What do you mean by information search?
Definition: Process of seeking data and information
about products or services to make an informed
purchase decision.
10. Explain the model of consumer decision making.
Model:
Problem Recognition
Information Search
Evaluation of Alternatives
Purchase Decision
Post-Purchase Behavior
11. What is consumer Decision making?
(Already answered in #7)
12. Explain the model of consumer decision making.
(Already answered in #10)

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 ANALYSIS
SHEET

MUST DO TOPICS
(if any topics here, or in PYQ’s, aren't cover in the
notes above, then just do it by yourself :)

CONSUMER BEHAVIOUR:-MEANING,
SIGNIFICANCE,FACTORS

DISSONANCE

CONSUMER & SUTOMER

POST PURCHASE BEHAVIOUR

CONSUMER INVOLVEMENT

CONSUMER DECISION***

INFORMATION SEARCH
 UNIT: 2

FACTORS
AFFECTING
CONSUMER BEHAVIOR

03
INTERNAL FACTORS INFLUENCING
CONSUMER BEHAVIOUR

NEEDS AND MOTIVES

Needs:
Definition: Basic human requirements that
need to be satisfied for survival and well-
being.

Types of Needs:
Physiological Needs: Basic needs for
survival such as food, water, shelter, and
clothing.
Safety Needs: Protection from physical
harm, security, stability.
Social Needs: Need for belonging, love,
and social interaction.
Esteem Needs: Desire for self-respect,
recognition, and status.
Self-Actualization Needs: Desire for
personal growth, self-fulfillment, and
reaching one's potential.

Maslow's Hierarchy of Needs: A framework

that arranges human needs in a hierarchical
order from basic to complex.
 Motives:

Definition: Internal forces that direct

behavior toward satisfying needs.

Types of Motives:
Primary Motives: Related to physiological
needs (e.g., hunger, thirst).
Secondary Motives: Related to
psychological needs (e.g., achievement,
affiliation).

Motivation Process:
Need Recognition: Realizing an
unsatisfied need.
Tension: Feeling of discomfort due to
unsatisfied need.
Drive: Energy to reduce tension.
Behavior: Actions taken to fulfill the need.
Goal Fulfillment: Satisfaction of the need,
reducing tension.
 PERCEPTION

Definition:
The process by which individuals select, organize, and
interpret sensory information to form a meaningful
picture of the world.

Elements of Perception:
1. Sensory Input: Information received through senses.
2. Exposure: Contact with stimuli.
3. Attention: Focusing on specific stimuli.
4. Interpretation: Assigning meaning to stimuli.

Perceptual Process:
1. Selection: Filtering information through selective
exposure, attention, and retention.
2. Organization: Categorizing information using
principles like figure-ground, grouping, and closure.
3. Interpretation: Influenced by individual factors like
past experiences, expectations, and cultural
background.

Perceptual Distortion:
1. Stereotyping: Assigning characteristics based on
group affiliation.
2. Halo Effect: Generalizing from one attribute to an
overall impression.
3. Selective Perception: Interpreting information
consistent with existing beliefs.
 LEARNING

Definition:
A change in behavior resulting from experience.

Types of Learning:
Classical Conditioning: Learning by associating a
neutral stimulus with an unconditioned stimulus
to elicit a conditioned response (e.g., Pavlov's
dogs).
Operant Conditioning: Learning based on the
consequences of behavior (e.g., rewards and
punishments).
Cognitive Learning: Involves thinking,
understanding, and problem-solving.

Learning Theories:
Behavioral Theories: Focus on observable
behaviors and their relationship with stimuli.
Cognitive Theories: Focus on internal processes
and understanding.

Factors Influencing Learning:

Reinforcement: Positive and negative
reinforcements that influence learning.
Repetition: Repeated exposure to a stimulus to
reinforce learning.
Stimulus Generalization: Responding similarly to
different but related stimuli.
Stimulus Discrimination: Differentiating between
similar stimuli.
 ATTITUDES
Definition:
A learned predisposition to respond in a consistently
favorable or unfavorable manner with respect to a given
object.

Components of Attitudes:
Cognitive Component: Beliefs and knowledge
about an object.
Affective Component: Feelings and emotions
toward an object.
Behavioral Component: Actions or intentions to
act toward an object.

Attitude Formation:
Direct Experience: Personal interaction with the
object.
Social Influence: Influence from family, friends,
and society.
Learning Processes: Conditioning and cognitive
learning.

Changing Attitudes:
Persuasion Techniques: Using messages to alter
attitudes (e.g., advertising, marketing).
Cognitive Dissonance Theory: Changing attitudes
to reduce discomfort from conflicting beliefs and
behaviors.
Elaboration Likelihood Model (ELM): Central and
peripheral routes to attitude change.
 PERSONALITY AND LIFESTYLE
Personality:

Definition:

Unique psychological characteristics that lead to

consistent and enduring responses to the
environment.

Theories of Personality:

FreudianTheory: Emphasizes unconscious

motivations and the structure of personality (id,
ego, superego).

Trait Theory: Focuses on identifying specific

traits that influence behavior (e.g., Big
Fivetraits: openness, conscientiousness,
extraversion, agreeableness, neuroticism).

Self-Concept Theory: The idea that a person's

self-perception influences their behavior.
 Lifestyle:
Definition:
A person's pattern of living as expressed in
activities, interests, and opinions.

Components of Lifestyle:
Activities: What people do (e.g., work,
hobbies, social events).
Interests: What people consider
important (e.g., family, fashion, health).
Opinions: What people think about
themselves and the world.

Psychographics:
The study of lifestyle and personality
characteristics.

VALS Framework:
Segments consumers into groups based on their
values, attitudes, and lifestyles.
 External Factors Influencing
Consumer Behaviour
Family
Definition:
The immediate social group of parents, siblings,
and other relatives that influences an
individual’s behavior.

Roles in Family:

Initiator: The person who suggests the

idea of buying a product or service.
Influencer: Family members who
influence the buying decision.
Decider: The person who makes the final
buying decision.
Buyer: The person who actually
purchases the product.
User: The person who uses the product.
 Family Life Cycle Stages:

1. Bachelor Stage: Young, single individuals.

2. Newly Married Couples: Young couples
without children.
3. Full Nest I: Young married couples with
young children.
4. Full Nest II: Married couples with older
children.
5. Full Nest III: Older married couples with
dependent children.
6. Empty Nest I: Older married couples with no
children living with them.
7. Empty Nest II: Older married couples who
are retired.
8. Solitary Survivor: Older single individuals,
retired.
9. Influence on Consumption: Families
influence buying decisions through
communication, shared consumption
experiences, and socialization.
 Reference Groups

Definition:
Groups that serve as a point of comparison or
reference for individuals in forming their
behaviors and attitudes.

Types of Reference Groups:

1. Primary Groups: Close-knit groups such as
family and friends that have a direct
influence.
2. Secondary Groups: Larger, more formal
groups such as clubs or professional
associations that have a more indirect
influence.
3. Aspirational Groups: Groups to which an
individual wishes to belong.
4. Dissociative Groups: Groups that an
individual does not want to associate with.

Reference Group Influence:

1. Informational Influence: Seeking
information from the group to make
informed decisions.
2. Normative Influence: Conforming to group
norms to gain social approval.
3. Identification Influence: Adopting behaviors
and attitudes to fit in with the group.
 Social Class

Definition:
A division of society based on social and
economic status.

Components:
1. Income: Financial earnings and wealth.
2. Occupation: Type and level of work.
3. Education: Level of education attained.
4. Wealth: Accumulated financial assets and
property.

Social Class Categories:

1. Upper Class: Wealthy, high-income
individuals with high social status.
2. Middle Class: Average income earners,
typically with some higher education.
3. Working Class: Individuals with lower
income and less formal education.
4. Lower Class: Individuals with the lowest
income and minimal formal education.
5. Influence on Consumption: Social class
affects preferences, shopping behavior, and
brand loyalty, often dictating the types of
products and services consumed.
 Culture
Definition:
The set of shared values, beliefs, customs, and
behaviors that characterize a group of people.

Components of Culture:
1. Values: Core principles and standards that
guide behavior.
2. Beliefs: Convictions or acceptance that
certain things are true or real.
3. Customs: Traditional practices and
behaviors.
4. Norms: Rules and expectations by which
society guides behavior.
5. Subculture: A group within a culture that
differentiates itself with distinct values and
lifestyles (e.g., ethnic, religious, geographic
subcultures).

Cultural Influence on Consumption:

1. Cultural Norms: Dictate acceptable products
and behaviors.
2. Cultural Values: Influence product
preferences and buying motives.
3. Rituals: Regular, repeated activities (e.g.,
holidays, celebrations) that influence
purchasing patterns.
 EXTERNAL FACTORS
Key
Factor Definition
Points

- Roles: Initiator, Influencer,

Decider, Buyer, User - Family Life
Immediate social Cycle: Bachelor, Newly Married, Full
group Nest,
Family
influencing Empty Nest, Solitary Survivor -
behavior Influence: Communication, shared
consumption,
socialization

- Types: Primary (family,

Groups serving as friends), Secondary (clubs,
Reference points of associations), Aspirational,
Groups comparison or Dissociative -
reference Influence: Informational,
Normative, Identification

- Components: Income,
Occupation,
Division based on Education, Wealth - Categories:
Social Class social and Upper, Middle, Working, Lower -
economic status Influence:
Preferences, shopping behavior,
brand loyalty

- Components: Values, Beliefs,

Shared values,
Customs, Norms - Subculture:
beliefs,
Culture Differentiated groups within a
customs, and
culture -
behaviors
Influence: Norms, Values, Rituals
Chapter-Wise

09
 PREVIOUS YEAR
QUESTIONS
1. Define Consumer Behaviour. Discuss the various factors
influencing Consumer Behavior
Definition: Study of how individuals make decisions to
spend resources on consumption-related items.
Factors: Cultural, social, personal, psychological,
situational, marketing mix.
2. What is Consumer Life Style?
Definition: Way individuals live and spend their time
and money.
3. What is Reference Group?
Definition: Group influencing an individual’s attitudes,
values, and behavior.
4. What is Personality?
Definition: Unique psychological traits influencing
consistent behavior.
5. Define Social Class.
Definition: Society's divisions based on socio-economic
status.
6. What do you mean by Family Life Cycle?
Definition: Stages a family goes through over time
affecting purchasing behavior.
7. Explain briefly the various elements of Consumer
Learning.
Elements: Motivation, cues, response, reinforcement.

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 PREVIOUS YEAR
QUESTIONS
8. What is Personality?
(Already answered)
9. Define Perception.
Definition: Process of selecting, organizing, and
interpreting information.
10. What do you mean by Reference Group?
(Already answered)
11. How personality affects consumer behavior?
Influence: Product preference, brand loyalty,
purchasing decisions.
12. What is Personality?
(Already answered)
13. Define Culture.
Definition: Shared values, norms, practices of a group
influencing behavior.
14. Define Perception.
(Already answered)
15. What do you mean by Reference Group?
(Already answered)
16. How personality affects consumer behavior?
(Already answered)

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 PREVIOUS YEAR
QUESTIONS
17. Discuss the role of reference group as a factor affecting
consumer behaviour.
Role: Influences opinions, norms, and purchasing
choices.
18. What is learning?
Definition: Process of acquiring knowledge or behavior
through experience.
19. Define Attitude.
Definition: Learned predisposition to respond favorably
or unfavorably.
20. What is learning?
(Already answered)
21. Define Attitude.
(Already answered)

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 ANALYSIS
SHEET

MUST DO TOPICS
(if any topics here, or in PYQ’s, aren't cover in the
notes above, then just do it by yourself :)

CONSUMER LIFESTYLE

REFERENCE GROUP***

PERSONALITY*****

SOCIAL CLASS**

FAMILY LIFE CYCLE**

CONSUMER LEARNING**

PERCEPTION****

CULTURE*

LEARNING**

ATTITUDE**
 UNIT: 3

CONSUMER
VS
ORGANISATION BB

03
 Characteristics of Consumer Buying
Behavior
Consumer buying behavior refers to the
purchasing activities of individuals and
households who buy goods and services for
personal use. Key characteristics include:

Personal Consumption: Purchases made for

personal or family use.
Decision-Making Process: Involves stages
such as need recognition, information
search, evaluation of alternatives, purchase
decision, and post-purchase behavior.
Emotional Influence: Emotions and personal
preferences often play a significant role.
Social Influence: Family, friends, and social
groups can influence buying decisions.
Frequency and Volume: Generally involves
more frequent purchases but in smaller
quantities compared to organizational
buying.
Brand Loyalty: Strong brand preferences and
loyalty can impact buying behavior.
 Characteristics of Organizational
Buying Behavior
Organizational buying behavior refers to the
purchasing activities of businesses, government
agencies, and institutions for the purpose of
producing other goods and services or for resale.
Key characteristics include:

Professional Procurement: Purchases are

often made by professional buyers or buying
committees.
Rational Decision-Making: More emphasis on
rationality, cost-effectiveness, and strategic
benefit.
Complexity: Involves more complex
decision-making processes and negotiations.
Formal Processes: Structured procedures
and formalized buying processes.
Long-Term Relationships: Focus on building
long-term supplier relationships.
Larger Quantities: Purchases are usually
made in larger volumes and higher values.
 Consumer Organizational
Aspect
Buying Behavior Buying Behavior

Production, resale, or
Purpose Personal consumption
operational needs

Professional buyers, buying

Decision Makers Individuals or households
centers, committees

Influence of
High Low to moderate
Emotions

Less formal, quick, Formal, systematic, involves

Decision Process influenced multiple stages and
by personal factors approvals

Quantity Purchased Smaller quantities Larger quantities

Frequency of
More frequent Less frequent but in bulk
Purchase

Relationship with Long-term, formal

Generally less formal
Sellers relationships

Negotiation Less complex More complex and detailed

Factors Affecting Organizational
Buying Behavior
Internal Factors:
Organizational Objectives: Goals and
strategies of the organization.
Policies and Procedures: Formal policies
guiding purchasing decisions.
Interdepartmental Relationships:
Coordination among various
departments.
Decision-Making Structure: Centralized
vs. decentralized decision-making.

External Factors:
Market Conditions: Supply and demand
dynamics.
Economic Environment: Overall
economic health and trends.
Technological Changes: Advances that
can affect product requirements.
Regulatory Environment: Legal and
regulatory constraints.
 Individual Factors:
Role and Influence: Roles of individuals in
the buying center.
Experience and Expertise: Knowledge and
expertise of the buyers.
Personal Preferences: Personal biases
and risk tolerance.

Factors Affecting Consumer Behavior

Cultural Factors:
Culture: Broadest influence on behavior,
includes values, perceptions, preferences,
and behaviors.
Subculture: Subgroups within the larger
culture with unique values and lifestyles.
Social Class: Relatively permanent and
ordered divisions in society.
Social Factors:
Reference Groups: Groups that influence
an individual’s attitudes or behavior.
Family: Direct influence on purchasing
decisions.
Roles and Status: The role an individual
holds within groups.
Personal Factors:
Age and Life-Cycle Stage: Changes in
preferences and buying habits over time.
Occupation: Job roles affecting purchase
decisions.
Economic Situation: Financial status
influencing buying power.
Lifestyle: A person's way of living as
expressed by activities, interests, and
opinions.
Personality and Self-Concept: Individual
characteristics influencing behavior.

Psychological Factors:
Motivation: Drives behind purchases.
Perception: How information is selected,
organized, and interpreted.
Learning: Changes in behavior arising
from experience.
Beliefs and Attitudes: Personal beliefs and
attitudes towards products.
Chapter-Wise

09
 PREVIOUS YEAR
QUESTIONS
1. Organizational Buying Behavior
Decision-making process
Multiple participants
Long decision times
Formal procedures
Evaluating alternatives
2. Differences between Individual and Organizational
Buying Behavior
Decision-Making Process
Individual: Single person, personal preferences
Organizational: Multiple stakeholders, detailed
analysis
Purchase Volume and Frequency
Individual: Small quantities, frequent purchases
Organizational: Large volumes, less frequent
Decision Criteria
Individual: Personal taste, emotional response
Organizational: Cost-effectiveness, quality, reliability
Buyer-Seller Relationship
Individual: Transactional, short-term
Organizational: Collaborative, long-term
Complexity and Formality
Individual: Less complex, informal
Organizational: Highly complex, formal procedures

NOTE:- THIS ARE ONLY KEYWORDS IN POINT-WISE NOT A

FULL FLEDGED ANSWER
 ANALYSIS
SHEET

MUST DO TOPICS
(if any topics here, or in PYQ’s, aren't cover in the
notes above, then just do it by yourself :)

What is Organizational Buying Behavior?

State the differences between the Individual and

Organizational Buying Behavior.

MOST PROBABLY! ONLY THIS 2 QUESTIONS CAN

COME IN THE EXAM FROM THIS CHAPTER
 A Message to All You Fabulous Batch Mates

Hey there, future B.COM mates!

Congrats on making it to the last page of this note series.

Whether you actually read through everything or just flipped to the

end for this message, I am so glad that you atleast spend you time.

To the Procrastinators:
Cramming is an art form. Just remember to sleep before the exam.
Power naps count!

To the Overachievers:
We get it, you’ve cross-referenced everything. Save some glory for
the rest of us.

To the Planners:
Your study schedule is a thing of beauty. May your highlighters never
run dry!

To Everyone:
Good luck with your exams! Remember, we’ve got each other’s backs.
If all else fails, we can always start a band or sell “Chop”.

May your answers be sharp, your grades high, and your WiFi strong
during those late-night study sessions. Go ace those exams!

Cheers,
SWARANAVA MONDAL
(B.COM (2nd Sem), BARASAT COLLEGE

(27.06.2024)

2ND SEMESTER CREATED BY SWARANAVA

MONDAL
 BEST
OF
LUCK!!

2ND SEMESTER CREATED BY SWARANAVA

MONDAL