chap. 4. consumer behavior. quiwa
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retailingTRANSCRIPT
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Chapter 4Chapter 4
CONSUMER BUYING
BEHAVIOR
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The Buying The Buying ProcessProcess
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Recognize needs
Search for information about
retailers
Evaluate retailers and channels
Select a retailer and
channel
Visit store or internet site or
catalog
Repeat patronage of
retailer
Recognize needs
Search for information about
merchandise
Evaluate merchandise
Select merchandise
Purchase merchandise
Postpurchase evaluation
Stages SELECTING A RETAILER AND CHANNEL
SELECTING MERCHANDISE
Need recognition
Information Search
Evaluation
Choice
Visit
Loyalty
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Need Need RecognitionRecognition
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Types of Types of NeedsNeeds
Utilitarian Needs- when consumers go shopping to accomplish a specific task. It is associated with work.
Hedonic Needs- when consumers go shopping for pleasure. It is associated with fun.
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Some Hedonic Some Hedonic NeedsNeeds
StimulationSocial experienceLearning new trendsStatus and powerSelf-rewardAdventure
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StimulationStimulation
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Social ExperienceSocial Experience
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Learning New TrendsLearning New Trends
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Status and Status and PowerPower
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Self-Self-rewardreward
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AdventurAdventuree
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Information Information SearchSearch
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Factors influencing the Factors influencing the amount of information amount of information
search includesearch include1. The nature and use of the product being purchased
2. Characteristics of the individual customer
3. Aspects of the market and buying situation in which the purchase is made
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Marketplace and situational Marketplace and situational factors affecting information factors affecting information search includesearch include
1. The number of competing brands and retail outlets
2. The time pressure under which the purchase must be made
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Sources of InformationSources of InformationInternal Sources – are
information in a customer’s memory such as names, images and past experiences with different stores.
External Sources – are information provided by ads and other people.
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Purchasing the Merchandise or Purchasing the Merchandise or ServiceService
1. Don’t stock out of popular merchandise. Have a complete assortment of sizes and colors for customers to buy. For services retailers, have service providers available when customers are ready to place orders.
2. Reduce the risk of purchasing merchandise or services by offering liberal return policies, money-back guarantees, and refunds if the same merchandise is available at a lower price from another retailer.
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Cont.Cont.3. Offer Credit.4. Make it easy to purchase
merchandise by having convenient checkout terminals.
5. Reduce the actual and perceived waiting time in lines at checkout terminals.
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Types of Buying Types of Buying DecisionsDecisions
Extended Problem Solving
Limited Problem SolvingHabitual Decision Making
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Extended Problem Solving = customer devote considerable time and effort to analyzing their alternatives. It involve lot of risk and uncertainty
Types of Buying Types of Buying DecisionsDecisions
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Limited Problem Solving = they have some prior experience with the product or service is moderate. Customers rely more on their personal knowledge than on external information.Impulse buying = buying decision madeby customers on the spot.
Types of Buying Types of Buying DecisionsDecisions
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Habitual Decision Making = Is a purchase decision involving little or no conscious effortBrand Loyalty means the customers like and consistently buy a specific brand in a product category.Store Loyalty means that customers like and habitually visit the same store to purchase a type of merchandise.
Types of Buying Types of Buying DecisionsDecisions
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Social Factors Social Factors Influencing the Buying Influencing the Buying
ProcessProcessFamily
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Reference Groups
Social Factors Social Factors Influencing the Buying Influencing the Buying
ProcessProcess
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Culture
Social Factors Influencing Social Factors Influencing the Buying Processthe Buying Process
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Criteria for Evaluating Criteria for Evaluating Market SegmentsMarket Segments
ActionabilityIdentifiabilityAccessibilitySize
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AppApproaches for roaches for Segmenting MarketsSegmenting Markets
Geographic SegmentationDemographic SegmentationGeodemographic Segmentation
Lifestyle SegmentationBuying Situation Segmentation
Benefit Segmentation
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Geographic Segmentation
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Segmentation Descriptor
Example of Categories
Continents Asia, North America, Europe And South Africa
Regions Southeast Asia, Caribbean, Eastern Europe
Climate Cold, Warm, TropicalCities Florida, London, Manila, Tokyo,
Singapore, BangkokPopulation density Rural, Sub-Urban, Urban
Geographic Segmentation
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Demographic Segmentation
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Segmentation Descriptor
Example of Categories
Age U6, 6-12, 13-19, 20-29, 30-49, 50-66, over 65
Gender Male, Female
Family Life Cycle Single, Married with no children, married with youngest child over 6, widowed
Family Income Less than P10,000, P10,000 to P19, 999, P20,000 to P29,999 and 30,000 above
Occupation Professional, Clerical, sales, retired, student
Education Elementary graduate, High school graduate, College graduate, Vocational
Race Caucasian, African American, Asian
Nationality American, Japanese, British, German, Italian, Filipino, Italian, Chinese
Demographic Segmentation
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Geodemographic Segmentation
Uses both geographic and demographic characteristics to classify consumers.
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Lifestyle Segmentation
Activities hobbies, vacation, shopping, sports
Interests fashion, recreation, food, media
Opinions social/political issues, products
Lifestyles urban mobile, cosmopolitan, couch potato
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Buying Situation Segmentation
The buying behavior of customers with the same demographics or lifestyle can differ depending on their buying situation.
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Benefit Segmentation
Another approach for defining a target segment is to group customers seeking similar benefits.
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SummarySummary The Buying Process Need Recognition Types of Needs Some Hedonic Needs The Types of Buying Decisions Social Factors Influencing the
Buying Process Criteria for Evaluating Market
Segments Approaches for Segmenting Markets
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Cont.Cont. To satisfy customer needs, retailers must thoroughly understand how customers make store choice and purchase decisions and the factors they consider when deciding. The importance of the stages depends on the nature of the customer’s decision. When decisions are important and risky, the buying process is longer because customers spend more time and effort on information search and evaluating alternatives. When buying decisions are less important to customers, they spend little time in the buying process, and their buying behavior may become habitual.
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Cont.Cont.The buying process of consumers is influenced by their personal beliefs, attitudes, and values and by their social environmental. The primary social influences are provided by the consumers’ families, reference groups, and culture.To develop cost effective retail programs, retailers group customers into segments. Some approaches for segmenting markets are based on geography, demographics, geodemographics, lifestyles, usage situations, and benefits sought. Because each approach has its advantages and disadvantages, retailers typically define their target segment by several characteristics.
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The EndReported by:Nikki Joy Iwan
Miriam Ruth San JoseCatherine Briones