PPT on COnsumer Behavior

8/8/2019 PPT on COnsumer Behavior

1/20

PRESENTATION

ON

CONSUMER BEHAVIOR

Submitted by:Harshita jainShishir jain

Praveen mayar


2/20

Restaurants

Consumption experience

It depends on the environment of the restaurant, food quality, service standards

etc.

How often is the service used

This service is consumed frequently.

Rush is more at the evening time.

Who uses it

This service is used by all the age of people but mostly teens and youth consume

this service frequently.

When?

when the person wants to change the taste, change of mood, getting bored,

hunger, dates, get together, parties, meetings, various occasions and celebrations

etc.


3/20

Cont.

What feelings and opinions surround the consumption experience?

The feelings like to enjoy the sight, aroma, texture and taste of the food,

entertainment, leisure activities etc.

What Type of relationship does the customer have with the product or service?

over a period of time the relationship has been increased substantially.

Psychological relationshipwith customer .

Casual relationship

What Terms best describe the relationship

Loyal towards the restaurants, recommend others, comes regular etc.


4/20

Cont

How long has the relationship been going on? How has

it evolved and changed over time?

The relationship with restaurant has been going on from past few decades as

we are slowly adopting the western culture. Previously we use restaurant for

the sake of change of taste Now

restaurant are the placew

here people can sitfor a long time, enjoy and relax and it is a part of social status.

What terms best describe the relationship: good, bad, mixed,

ambivalence, dependency, casual, partners, exploited, exploitative, good

friends ?

When the customer is loyal towards the restaurant and he comes over and

over again then the relationship is good. Sometimes the relationship is casual

also.


5/20

Stock outs, unavailability of parts or service, inappropriate

communication, quality lapses, violations of norms or expectations or values?

stock outs are mostly prevailed in restaurants.

Wait for a long time.

Mostly in case of restaurant quality of food, service standards, expectations and

values are the main issue by which the customer gets upset soon.

Exceptional service, welcome communication, performance above

expectations, affirmation of values. Is the customer satisfied or dissatisfied

with the product or service?

Customer expectations are always high.

Delight your customer.


6/20

What Factors influence the level of felt (dis) satisfaction?How were expectations

formed? Did the product exceed them or fall short? How?What is the meaning of

this product or service to the customer?

Dissatisfaction : If the customer expectations are not fulfilled.

The main factors which influence the level of dissatisfaction are the environment,

quality, service standards etc.

expectations are formed mostly by the referrals or recommendations.

when a person gets privacy along with the good quality, better attention and timely

services it is said to be exceeded.

How does the product fit into the consumers life?What role does it play?Whatrole does the brand play in all of this?

As the restaurant can be a part of human life.

Customer goes to restaurant for so many reasons like for change of taste, outing,

change of mood, celebrations, get together etc.

Sometimes it also becomes a part of his social status.

Brand : give promise, identity to the restaurant.


7/20

TV Consumption experience

The consumption experience depends on technology. sound quality.

Entertainment product

How often is the product used

TV is used daily or regularly.

Who uses it

Family members.

It is used by all the age of people.

When?Where? How often?

when they are getting bored, females use it daily forwatching daily serials, children

usually watches cartoon network after coming from schools while adults and mens

prefer to watch news,sports,etc.


8/20

Cont.

What feelings and opinions surround the consumption

experience?

The feelings like entertainment, leisure activities, knowledge,

Durability.

What Type of relationship does the customer have with the

product or service?

The relationship is very good with TV. Some customers are very much

emotionally attached with theirTV as it is an indication of their status.

What Terms best describe the relationship

Good consumption experience ,sometimes it is mixed due to picture

quality,picture tube is not of good quality and sound quality.


9/20

Cont

How long has the relationship been going on? How has it evolved and

changed over time?

Last 20-25 years in India. Some customers are using since then only. But

after the lowering down of the prices of TV and introduction of new

technologies it became the general purpose item, and everybody started

using, buying TV. In a single family all the members are use to watch TV and

earlier necessity was only entertainment.

Is the customer satisfied or dissatisfied with the product ?

Variety of features, low price, after sales service due to which the customers

get delighted.


10/20

Cont..

What Factors influence the level of felt (dis) satisfaction?

services received less than the expectation and also if sound and picture

quality is not up to the expectation

How were expectations formed?

Expectations are formed by looking at the ads displayed on television,

friends recommendation, personal expectation etc. usually the product is

according to the expectation only.

How does the product fit into the consumers life?What role does it

play?

As it helps to overcome from boredom and provide with various

information and knowledge


11/20

Cont..

What role does the brand play in all of this?

Mostly customers have the brand name in their mind before going

to a TV store or showroom and they purchase the TV of that brand

only because of their previous good experience or friends

recommendation, durability and faith on that brand.


12/20

Coat

Q. How would you describe the consumption experience?

Ans-1) lifestyle related product

2) Quality and the taste

3)Good consumption experience.Q. How often is the product used or consumed?

Ans- 1) Occasions

2) Daily routine

Q.Who uses it?When?Where? How often?Ans-1) corporate houses

2) common man


13/20

Cont..

Q.What Feelings and opinions surround the consumption experience?

Ans-1) looking good

2) value for money

3) good experience

Q.What Type of relationship does the customer have with the product or

service?

Ans - Deep and sustain.

Q.What Terms best describe the relationship: good, bad, mixed,

ambivalence, dependency, casual, partners, exploited, exploitative,good friends?What Kinds of things have gone wrong in the

relationship?

Ans-1)Good consumption experience

2) depended

3) casual


14/20

Cont..

Q. Stock outs, unavailability of parts or service, inappropriate communication,

quality lapses, violations of norms or expectations or values? What Positive

surprises have occurred?

rarely stock out condition

Not available

Q. Exceptional service, welcome communication, performance above

expectations, affirmation of values. Is the customer satisfied or dissatisfied withthe product or service?

Consumption experience

value addition

Past experience


15/20

Cont..

Q.What Factors influence the level of felt (dis) satisfaction? How were

expectations formed? Did the product exceed them or fall short? How?What is

the meaning of this product or service to the customer?

Satisfaction level- Taste,fabric and comfort level

Dissatisfaction level- Experience ,comfort level

Q.How does the product fit into the consumers life?What role does it play?

What role does the brand play in all of this?

Executive class-meetings etc.

Common man-parties etc

Style,comfort,satisfaction level


16/20

DEO Consumption experience?

It depends on person to person. Each and every person can differ in their

choices.

customer delight.

How often is the product used or consumed?

Regularly as deo basically Obstruct the bad order.

What feelings and opinions surround the consumption experience

purpose of fashion, lifestyle product, for showing how trendy you are.

This product should be anti persistent, good order .

Who uses it

Deo is used by all age group but is mostly consumed by youth.


17/20

Cont

When?Where?

when ever the need arise.

Customer can buy this product from malls, super bazaar, retail stores

What type of relationship does the customer have with the product

or service?

The relationship changes with person to person.

Casual relationship.

What Terms best describe the relationship: good, bad, mixed,

ambivalence, dependency, casual, partners, exploited, exploitative,good friends?What Kinds of things have gone wrong in the

relationship?

Customer loyalty.

Sometimes it is casual because of group influence.

Quality, long lasting fragrance etc.


18/20

Cont.. Stock outs, unavailability of parts or service, inappropriate communication,

quality lapses, violations of norms or expectations or values?What Positive

surprises have occurred?

New products/brands are not available easily.

Value, quality and fragrance are attached.

A consumer can switch to another brand if he doesnt find his brand performing

well.

Exceptional service, welcome communication, performance above

expectations, affirmation of values. Is the customer satisfied or dissatisfied

with the product or service? very good odourwhich attracts customer to buy again and again.

value added things

some complimentary gifts like key chain provided then customer get delighted


19/20

Cont..

What Factors influence the level of felt (dis) satisfaction?How wereexpectations formed?

bad odour, not long lasting, bad quality etc.

Expectations are formed by using the product over and over again

How does the product fit into the consumers life?What role does itplay?What role does the brand play in all of this?

lifestyle product

Basic necessity in order to feel good. females mostly go for the deo which are long lasting, non alcoholic and

having a good fragrance

role of brand is very important because most of the peoples go for thebranded deo for eg axe, wildstone, temptation, denever etc


20/20

ThanX

PPT on COnsumer Behavior

Documents

Transcript of PPT on COnsumer Behavior