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The Buyer Decision Process
The Buyer Decision Process
Significant
Complex Variety-seeking
Differences buying behavior buying behavior
Dissonance-
Few reducing buying
Habitual buying
Differences behavior behavior
How buying behavior is understood
by the Marketers?
Introspective Method: How buyers will
themselves act?
Retrospective Method: Ask purchasers to recall
the purchase event
Prospective Method: How is a consumer
planning to buy a particular product?
Prescriptive Method: Consumers describe an
ideal way to purchase the product
The Buyer Decision Process
Five Stages:
Need/Problem recognition
Information search
Evaluation of Alternatives
Purchase Decision
Post-Purchase Behavior
Need/Problem Recognition:
Advertisements
Friends
Information Search:
Sources of information:
Personal – Family friends etc.
Awareness Set
Consideration Set
Choice Set
Evaluation of Alternatives:
Brand Decision
Vendor Decision
Quantity Decision
Timing Decision
Payment Method Decision
Post Purchase Behavior:
Satisfaction is a function of the closeness between
buyer’s expectation and the product’s perceived
performance
Performance = Expectation, then Customer is
Satisfied.
Performance > Expectation, then Customer is
Delighted.
Performance < Expectation, then Customer is
Dissatisfied.
Cognitive dissonance is common