The consumer decision making process was one of the topics this week. The 5 steps in the consumer decision making process are:
- Need Recognition
- Information Search
- Evaluation
- Purchase
- Post Purchase Behavior
Consumers don't always move through the 5 steps or make a purchase. This a just guideline to the process.
The step that I want to focus on and use is the post purchase behavior step. When I make a sale at work I don't want the customer to experience cognitive dissonance or more plainly buyers remorse. The textbook said a way to prevent cognitive dissonance is effective communication. To me this means following through with, education and informing the consumer. In the long run, the more a company can reduce cognitive dissonance the greater overall success they will have.
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