Customer Decision-Making Case Studies

Alya sees a TikTok video showing a new matcha bubble tea. She feels excited and curious. Later that day, she goes to the mall and buys one.

What is the stimulus in this scenario (based on S-O-R model)?

• Alya's curiosity

• Buying the bubble tea

• The TikTok video

• The mall location

Alya sees a TikTok video showing a new matcha bubble tea. She feels excited and curious. Later that day, she goes to the mall and buys one.

What does Alya's response represent?

• Her mood

• Her favorite flavor

• Her decision to buy the drink

• The video ad she saw

Zara’s old shoes are worn out. She searches online for reviews, compares Adidas and Nike, then chooses Adidas based on price and comfort.

What stage is Zara in when she reads reviews and compares options?

• Problem recognition

• Purchase decision

• Evaluation of alternatives

• Post-purchase behavior

Zara’s old shoes are worn out. She searches online for reviews, compares Adidas and Nike, then chooses Adidas based on price and comfort.

What triggered Zara’s buying process?

• Her old shoes were worn out

• She wanted new clothes

• She saw an online sale

• Her friend told her to buy shoes

Ravi's phone battery dies quickly. He watches YouTube reviews, asks friends, and then buys a new Samsung phone. Later, he writes a positive review..

Which of the following shows post-purchase behavior?

• Watching YouTube videos

• Asking friends for advice

• Writing a review after buying

• Looking at phone prices

Ravi's phone battery dies quickly. He watches YouTube reviews, asks friends, and then buys a new Samsung phone. Later, he writes a positive review.

Which part of the decision-making process is Ravi doing when he talks to friends?

• Problem recognition

• Information search

• Purchase decision

• Post-purchase behavior

Mira buys a new lipstick because her favorite influencer showed it on Instagram. She didn’t plan to buy anything but got influenced by the look.

In the S-O-R model, Mira’s organism includes:

• The Instagram post

• Her feelings and interest

• The makeup store

• The product she bought

Mira buys a new lipstick because her favorite influencer showed it on Instagram. She didn’t plan to buy anything but got influenced by the look.

What influenced Mira’s behavior the most?

• A sale promotion

• A product review

• A social media influencer

• Her shopping list

A group of students plan to map out the customer journey of buying a bubble tea. They identify the five steps: feel thirsty, search reviews, compare brands, buy the drink, and share it on Instagram.

What is the first stage in the customer journey?

• Problem recognition

• Evaluation of alternatives

• Post-purchase behavior

• Purchase decision

A group of students plan to map out the customer journey of buying a bubble tea. They identify the five steps: feel thirsty, search reviews, compare brands, buy the drink, and share it on Instagram.

What does "sharing it on Instagram" represent?

• Purchase decision

• Post-purchase behavior

• Information search

• Problem recognition