![Page 1: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/1.jpg)
Consumer Behavior– you are what you buy…25-2-2012 1
![Page 2: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/2.jpg)
Learning objectives• Factors that influence consumer behavior.
• Structure of the consumer buying decision process.
• Nature of organizational buying.
• How an understanding of buying processes can be used
in the development of marketing strategy.
• Why relationship marketing is becoming an increasingly
important strategic marketing tool and how a
relationship marketing program can be developed.
2
![Page 3: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/3.jpg)
80 per cent of all
new products launched
fail
WHY?
3
![Page 4: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/4.jpg)
• Who is in the market and
what is the extent of their
power with regard to the
organization?
• What do they buy?
• Why do they buy?
• Who is involved in the
buying?
• How do they buy?
• When do they buy?
• Where do they buy?
• What are the customers’
‘hot’ and ‘cold’ spots?
WHAT WE NEED TO KNOW
4
![Page 5: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/5.jpg)
5
This model shows that the marketing and other stimuli enter the consumer’s “black box” and produce certain responses
Stimulus – response model of buyer behavior
Marketers must figure out what is in the buyer’s black box
![Page 6: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/6.jpg)
NEW CONSUMER
• Far more demanding
• Far more discriminating
• Much less brand loyal
• Much more willing to complain
than customers in the past.
6
YOUTH MARKET
➡ Far more media literate
➡ Infinitely more advertising literate
➡ Much more brand literate, brand sophisticated and brand discriminating
➡ Far more technologically literate.
![Page 7: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/7.jpg)
Who buys and uses product / service
• Initiator (identifies need for product / service)
• Influencer (provides info or preference)
• Decider (decides on spending the money)
• Purchaser (makes the purchase)
• User
![Page 8: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/8.jpg)
Example: hospital food service
• Initiator: dietitian wants better nutrition
• Influencer: doctors want happy patients
• Decider: administrator wants low cost
• Purchaser: agent wants good contract
• User: patients want edible food
![Page 9: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/9.jpg)
Example: summer vacation
• Initiator: child wants fun
• Influencer: cousin wants place he has found
• Decider: father wants low cost
• Purchaser: mother wants happy family
• User: whole family wants to enjoy themselves
![Page 10: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/10.jpg)
10
FACTORS INFLUENCING CONSUMER BEHAVIOR
![Page 11: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/11.jpg)
• Culture is the most basic cause of a person's wants and behavior.– Culture is learned from family and other important
institutions. – Culture reflects basic values, perceptions, wants,
and behaviors.– Cultural shifts create opportunities for new
products or may otherwise influence consumer behavior.
– Subcultures are of interest to marketers.
Culture & Subculture
![Page 12: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/12.jpg)
Social Class
• People within a particular social class are more similar than those from different social classes
• Social class is determined by a series of variables, such as occupation, income, education and values, rather than by a single variable
• Individuals can move from one social class to another.
12
![Page 13: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/13.jpg)
13
Reference Groups Reference Groups
Family (most important)
Husband, wife, kidsInfluencer, buyer, user
Family (most important)
Husband, wife, kidsInfluencer, buyer, user
Roles and StatusRoles and Status
Social FactorsSocial Factors
![Page 14: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/14.jpg)
Reference Group
• Primary membership groups, which are generally informal and to which individuals belong and within which they interact. These include family, neighbors, colleagues and friends.
• Secondary membership groups, which tend to be more formal than primary groups and within which
less interaction typically takes place. Included within these are trade unions, religious groups and professional societies.
• Aspirational groups, to which an individual would like to belong.
• Dissociative groups, whose values and behavior the individual rejects.
14
![Page 15: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/15.jpg)
• Influence of reference group varies with PLC
• Opinion leaders in reference groups
• It was believed that opinion leadership was limited primarily to prominent figures within society, this is no longer seen to be the case
15
![Page 16: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/16.jpg)
Family
• Family of orientation ( parents, sister, brother)
• Family of procreation (spouse and children)
16
Husband-dominant
Wife-dominant
Equal
![Page 17: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/17.jpg)
WifeDominant
HusbandDominant
Joint
100 50 075 25
Women’s clothing
Pots & pans
Child clothing
groceries
vacations
TV sets
Family car Sport equipment
Lawn mower
Paint wallpaper
lamps
Men’s leisure clothing
Men’s business clothing
cameraFinancial planning
furniture
refrigerator
luggage
carpet
NonRx
Toys/games
stereo
hardware
Extent of role specialization
Relative influence of husbands & wives
Informationsearch
Final decision
17
![Page 18: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/18.jpg)
• Age and Life-Cycle Stage– People change the goods they buy over their
lifetimes.• Occupation
– Occupation influences the purchase of clothing and other goods.
• Economic Situation– Some goods and services are especially
income-sensitive.
Personal Factors
![Page 19: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/19.jpg)
Personal Factors
• Lifestyle:– Pattern of living as
expressed via a person’s activities, interests, and opinions.
• VALS:– Widely used system
– Classifies consumers with respect to how they spend their time and money.
![Page 20: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/20.jpg)
• Personality refers to the unique psychological characteristics
that lead to relatively consistent and lasting responses to one’s
own environment. Generally defined in terms of traits.
• Brand Personality refers to specific mix of human traits that
may be attributed to a particular brand. For example: Sincerity,
Excitement, Competence, Sophistication, Ruggedness
• Self-concept suggests that people’s possessions contribute to
and reflect their identities. We are what we have.
Personality and Self-Concept
![Page 21: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/21.jpg)
Psychological factors
– Motivation: needs and motives– Perception: selective attention, distortion, and
retention– Learning: drives, stimuli, cues, responses, and
reinforcement– Beliefs and attitudes
21
![Page 22: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/22.jpg)
MOTIVATION
• Biogenic needs and Psychogenic needs
• Marshallian Model : Person’s behavior is inherently rational and motivated by economic factors
• Freud’s Theory: psychological factors that influence behavior are for the most part unconscious
• Many purchases are made not by need but by desire for prestige and social standing
22
![Page 23: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/23.jpg)
Maslow’s Hierarchy of Needs23
MOTIVATION….. Cont..
Herzberg Two Factor theory :
satisfier and dissatisfierSelf-Actualization
Esteem needsSocial needsSafety needsPhysiological
needs
![Page 24: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/24.jpg)
24
![Page 25: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/25.jpg)
Perception
• The process by which an individual uses information to create a meaningful picture of the world by – selecting, – organizing – interpreting
• Perception is important because people selectively perceive what they want and it affects how people see risks in a purchase.
PERCEPTION
![Page 26: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/26.jpg)
26
![Page 27: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/27.jpg)
27
![Page 28: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/28.jpg)
28
![Page 29: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/29.jpg)
THE BUYING DECISION PROCESS
29
•The buying roles within the decision making unit•Type of buying behavior•Decision process
![Page 30: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/30.jpg)
Buying Roles
• Initiator: the person who first suggests or thinks of the idea of buying a particular product or service.
• Influencer: a person whose views or advice carry weight in making the final buying decision
• Decider: the person who ultimately makes the final buying decision or any part of it
• Buyer: the person who physically makes the actual purchase
• User: the person who consumes the product or service
Note: teens are increasingly assuming more of these roles
Think about your past purchase– who was in which role?30
Other people often influence a consumers purchase decision. The marketer needs to know which people are involved in the buying decision and what role each person plays, so that marketing strategies can also be aimed at these people. (Kotler et al, 1994).
![Page 31: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/31.jpg)
Types of Buying Decision Behaviors
• Based on:– Degree of involvement
– Degree of perceived differences between brands
– Influences promotional strategies
31
![Page 32: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/32.jpg)
Consumer Decision-Making Process
Postpurchase Behavior
Postpurchase Behavior
PurchasePurchase
Evaluation of Alternatives
Evaluation of Alternatives
Information SearchInformation Search
Need RecognitionNeed Recognition
Cultural, Social, Cultural, Social, Individual and Individual and Psychological Psychological
Factors Factors affect affect
all stepsall steps
Cultural, Social, Cultural, Social, Individual and Individual and Psychological Psychological
Factors Factors affect affect
all stepsall steps
32
![Page 33: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/33.jpg)
• How do you know when to shop? What are the triggers that initiate an awareness & search?
• What are the internal & external sources of these triggers?
33
![Page 34: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/34.jpg)
34
![Page 35: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/35.jpg)
Need Recognition
Preferred State
Marketing helps consumers recognize
(or create) an imbalance between present status
and preferred state
• When a current product isn’t
performing properly
• When the consumer is running out of an product
• When another product seems
superior to the one currently used
35
![Page 36: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/36.jpg)
The information search stage
An internal search involves the scanning of one's memory to recall previous experiences or knowledge concerning solutions to the problem-- often sufficient for frequently purchased products.
An external search may be necessary when past experience or knowledge is insufficient, the risk of making a wrong purchase decision is high, and/or the cost of gathering information is low.
Personal sources (friends and family)
Public sources (rating services like Consumer
Reports)
Commercial sources (advertising or sales
people)
The evoked set or choice set : a group of brands from which the buyer can choose
36
![Page 37: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/37.jpg)
CAR /Generator/ University
• Go back to your past purchase– what were the specific internal and external sources of information that influenced your decision?
• How do you determine (and rate) the credibility of these sources?
• What specific information influenced you?
37
![Page 38: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/38.jpg)
Evaluative or Choice Criteria
• Criteria are standards and specifications consumer uses in evaluating products and brands
• E.g. For a car buyer, evaluative criteria are mileage, engine, social image projection.
• Evaluative criteria may vary from consumer to consumer. Several evaluative criteria are salient (important) to the consumer, some are determinant ( they are most important). This is dynamic.
• The number and type of evaluative criteria may vary by product . Consumers use more evaluative criteria for high involvement products as compare to low involvement products.
• Evaluative criteria also change over time.
![Page 39: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/39.jpg)
Factors influencing consumer consideration of certain brand
• Product’s attributes
• Relative importance to the consumer
• Consumer’s perception of each brand’s image
• Consumer’s utility function for each of the attribute
39
![Page 40: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/40.jpg)
Marketing Strategy Implication
• Changing the physical product
• Changing belief about the product (psychological repositioning)
• Changing belief about the competitor’s product ( competitive repositioning)
• Changing the relative importance of particular attribute
• Emphasizing ignored product feature
• Changing buyers’ expectations40
![Page 41: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/41.jpg)
Comprehensive Models of Consumer Behavior
• Nicosia Model
• Engel, Kollat, and Blackwell Model
• The Howard and Sheth Model
41
![Page 42: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/42.jpg)
Criticism on Consumer Models?
• Unrealistic
• Too simple
• Many purchases are impulsive
• Difference between low involvement and high involvement products purchse
• Consumer often limit their information processing………
42
![Page 43: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/43.jpg)
ORGANIZTIONAL BUYING BEHAVIOR
43
![Page 44: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/44.jpg)
• Who makes up the market?
• What buying decisions do they make?
• Who are the key participants in the buying process?
• What are the principal influences upon the buyer, and what
organizational rules and policies are important?
• What procedures are followed in selecting and evaluating
competitive offerings, and how do buyers arrive at their decisions?
44
![Page 45: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/45.jpg)
Characteristics
• Small but large buyers
• Geographically concentrated
• Close relationship between suppliers and customers
• Inelastic demand
• Derived demand
• Professional buying
45
![Page 46: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/46.jpg)
Types of buying decisions
• Straight rebuy
• Modified rebuy
• New task
46
![Page 47: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/47.jpg)
Copyright 2007, Prentice-Hall Inc.
47
Participants in Business Buyer Behavior• Buying center: Decision-making unit of a buying
organization is called its buying center.
• Not a fixed and formally identified unit.
• Membership will vary for different products and buying situations.
• Buying roles:– Users: who will actually use the product
– Influencers: who affect the buying decision;they help define specifications and also provide information for evaluating alternatives
– Buyers: Who make actual purchase
– Deciders: who have formal or informal power to select or approve the final suppliers
– Gatekeepers: who control the flow of information to others
Salesperson’s challenge:
– To understand who participates,
– What role they play, and
– How much influence they have in the decision
![Page 48: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/48.jpg)
Types of Buyers• Loyal buyers, who remain loyal to a source for considerable
periods• Opportunistic buyers, who choose between sellers on the basis
of who will best further their long-term interests• Best deal buyers, who concentrate on the best deal available at
the time• Creative buyers, who tell the seller precisely what they want in
terms of the product, service and price• Advertising buyers, who demand advertising support as part of
the deal• Chisellers, who constantly demand extra discounts• Nuts and bolts buyers, who select products on the basis of the
quality of their construction.48
![Page 49: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/49.jpg)
GROUP ACTIVITY
• Arrange yourself in a group of FIVE.
• You can sit in a circle to interact easily with
your group members.
• Share your group efforts with the class.
49
![Page 50: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/50.jpg)
Activity 1 (15 mints)FACTORS INFLUENCING
CONSUMER BEHAVIOR
50
![Page 51: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/51.jpg)
51
• How might the model shown on previous slide be used to increase our understanding of consumer buying patterns for
1.Food stuffs? [Group 1], [Group 5]
2.Mobile Phones? [Group 2]
3.Fashion Clothing? [Group 3]
4.Cars ? [Group 4]• Which are the seemingly most important influences
upon consumer choice in each case? What are the implications for the marketing planner?
![Page 52: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/52.jpg)
Activity 2
• Identify examples of the four types of buying behavior and consider the implications for marketing planning
1.Complex buying behavior [Gp. 1] [Gp. 5]
2.Variety seeking buying behavior [Gp. 2]
3.Dissonance reducing buying behavior [Gp. 3]
4.Habitual buying behavior [Gp. 4]
52
![Page 53: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/53.jpg)
Activity 3
• Case Study – The Consumer is a Rearview Mirror
53
![Page 54: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/54.jpg)
54
The principal influences on industrial buyers
![Page 55: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/55.jpg)
Product Influence on Marketing Strategy
• Replacement rate
• Gross margin
• Amount of adjustment
• Time of consumption
• Amount of searching time
55
![Page 56: Consumer Behavior– you are what you buy… 25-2-2012 1](https://reader034.vdocument.in/reader034/viewer/2022051620/56649e8a5503460f94b8f597/html5/thumbnails/56.jpg)
• Red goods: High replacement rate, Low on other dimensions
• Orange goods: Medium score on all five dimensions
• Yellow goods: Low rate of replacement, high on other dimensions.
56