Define consumer behavior.Explain briefly the consumer buying decision process?

Consumer behaviour is the study of individuals, groups, or organizations
and the processes they use to select, secure, use, and dispose of
products, services, experiences, or ideas to satisfy needs and the impacts
that these processes have on the consumer and society. It blends
elements from psychology, sociology, social anthropology, marketing
and economics. It attempts to understand the decision-making processes
of buyers, both individually and in groups such as how emotions affect
buying behaviour.[2] It studies characteristics of individual consumers such
as demographics or personality[2] and behavioural variables in an attempt
to understand people's wants. It also tries to assess influences on the
consumer from groups such as family, friends, sports, reference groups,
and society in general.
A buying process is the series of steps that a consumer will take to
make a purchasing decision. A standard model of consumer purchase
decision-making includes recognition of needs and wants, information
search, evaluation of choices, purchase, and post-purchase evaluation.

What do you mean by post purchase behavior? Explain this with the help of suitable ex
The behaviour after a product purchase is called Post purchase behaviour.
Generally after a product purchase the buyer undergoes post purchase
dissonance means the buyer regrets his /her purchase.
This dissonance can be due to: 

Large number of alternatives

The other alternatives have better features

It was a difficult buying decision

Performance risk of the product

High financial commitment towards the product

Wear and tear of the product
But if the performance of the product is good the customer is satisfied
Now based on the satisfaction or dissatisfaction the consumer will rebuy
the product or discontinue the product.

A. ineffective cognitive processes result to learning difficulties that can be seen anytime during the lifetime of an individual. When we say the word “learning”.A customer buys toothpaste and doesn’t like the taste. Cognitive Learning Theory implies that the different processes concerning learning can be explained by analyzing the mental processes first. The theory has been used to explain mental processes as they are influenced by both intrinsic and extrinsic factors. Explain the Cognitive Learning Theory with the help of suitable examples. ideas and cognitive competencies are modified by external factors such as a supportive parent. we are considering 3 variables:  behavioral factors  environmental factors (extrinsic)  personal factors (intrinsic) n the person-environment interaction. which eventually bring about learning in an individual. learning is easier and new information can be stored in the memory for a long time. This theory can be divided into two specific theories: the Social Cognitive Theory (SCT). In the person-behavior . It posits that with effective cognitive processes. stressful environment or a hot climate.Example: . we usually mean “to think using the brain”. This basic concept of learning is the main viewpoint in the Cognitive Learning Theory (CLT). Social Cognitive Theory In the Social Cognitive Theory. and the Cognitive Behavioral Theory (CBT). On the other hand. this will cause dissonance and he will discontinue the product and use some other brand. The Cognitive Learning Theory explains why the brain is the most incredible network of information processing and interpretation in the body as we learn things. human beliefs.

5. 2. likewise. 4. Self-efficacy the course wherein the learner improves his newly learned knowledge or behavior by putting it into practice.interaction. the cognitive processes of a person affect his behavior. the environment-behavior interaction. Learning. Reproduction the process wherein there is an aim to effectively increase the repeating of a behavior by means of putting the individual in a comfortable environment with readily accessible materials to motivate him to retain the new knowledge and behavior learned and practice them. especially in adults. In addition. is a result of a thorough evaluation of the present experience versus the past. Also. Cognitive Behavioral Theory . performance of such behavior can modify the way he thinks. Lastly. Social Cognitive Theory states that new experiences are to be evaluated by the learner by means of analyzing his past experiences with the same determinants. Emotional coping good coping mechanisms against stressful environment and negative personal characteristics can lead to effective learning. your behavior can affect and modify your environment. therefore. Basic Concepts Social Cognitive Theory includes several basic concepts that can manifest not only in adults but also in infants. Observational Learning learning from other people by means of observing them is an effective way of gaining knowledge and altering behavior. external factors can alter the way you display the behavior. 3. exhibit appropriate behavior and stay in a supportive environment. Self-regulatory capability ability to control behavior even within an unfavorable environment. children and adolescents. 1. This model clearly implies that for effective and positive learning to occur an individual should have positive personal characteristics.

Since a customer doesn’t purchase a product or avail ofa service just for the technical side of it. This theory was developed by Aaron Beck. The bank thru its CSR provided information pertaining toopening an account and other types of transactions. As at the end of the case study. Benjamin.. The world/environment (i. the bank was able to provide the neededinformation and forms to Mrs.Mrs. The CSR wasstraightforward in dealing with Mrs. The self (i.. TheCSR was not too accommodating with Mrs. This triad includes negative thoughts about: 1. Benjamin has already doubts about her transaction with the bankbecause of the poor service provided by the CSR. It is not enough thatwe CSRs can provide all the technical information regarding theproduct they should be more approachable and show importance tothe customer.Customer service as the name implies are there to make peoplecomfortable with their initial search for a service. Even though the process as explained carefully.e. The Cognitive Behavioral Theory says that individuals tend to form selfconcepts that affect the behavior they display.e. the world is irrational) 3. One problemthat I observed in this case study is the lack of providing rapport withthe customer.Cognitive Behavioral Theory describes the role of cognition (knowing) to determining and predicting the behavioral pattern of an individual. The Cognitive Triad Cognitive Behavioral Theory further explains human behavior and learning using the cognitive triad. They combined this with howthey perceived the item and how they are satisfied with it. . Benjamin. On the aspect of providingcustomer satisfaction they fell behind. She now has aconflict in herself if she wants to continue doing business with the bank or take her money and select another bank. my future is doomed) 1. Benjamin as he explainedprocedures and other processes relating to her inquiries.e. The future (i.On a technical side.. These concepts can be positive or negative and can be affected by a person’s environment. I am rubbish) 2. He acted sort oflike a robot as he explained and handed out the forms.

She felt that she was not treated properly and that as a customer. I would suggest to the bank officers to have their CSRs undergo customer service training so that they will be aware that providing service to customers is not mainly on providing information or details of a particular product but making them comfortable and ensure that their emotional needs are addressed as well. They influence a person’s mindset about a particular service or product and if they do not approve of it. Maintaining good customer relations is vital to keeping loyal customers and enticing new ones to come and invest in the bank. Without customers or depositors. Benjamin’s interruption of his call. Culture and family play important roles in many of today’s consumer decision making. She also had this feeling that she was not accorded the proper respect that she expected as a customer of the bank. 4. Benjamin also felt that because she was a bit forward in getting the attention of the CSR. Marketing the bank to reach out new customers will be difficult as some people who had dismal experience will say negative things about the bank to their families and friends. the person most probably will not patronize it. This is one aspect. the bank may stand to lose more customers. Mrs. the bank suffers and in the end may close due to lack of funds. to which she thinks she should get more. If this trend of customer service is left unchecked. she was given a small credit line. This would make the other members of the family and their friends talk to other circles and the bank will suffer negative publicity. This should be the top priority of the bank as this brings in more business to their establishment. It is generally not enough to satisfy the conscious . I think the bank needs to work on at the soonest possible time. Further. It has affected the customer already because as Mrs. she has doubts if the bank and its employees have good customer relations. Benjamin felt like a second rate citizen because of the service she got from the CSR. 3. Benjamin was leaving the bank. Informational need is a customer’s desire to locate and obtain information to satisfy both conscious and unconscious needs. Mrs.2. The manner by which the CSR afforded her during the entire transaction was not very pleasing and bordering on him being irritated by Mrs. she and others like her provide the business to which a bank needs.

This lead to a conflict in the decision making process of Mrs.need. the unconscious one has to be satiated also. . In the case of Mrs. Benjamin whether to continue with the bank or look for other banks. the conscious informational needs were addressed but the unconscious ones were not. Benjamin.