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Contents:
Contents:
MODULE 2
• Understanding Consumer Behaviour:
Buying motives, Factors influencing buying
behaviour, Buying habits, Stages in
consumer buying decision process, Types
of consumer buying decisions,
Organizational buying V/s House hold
buying.
• Consumer Protection Act, 1986 – An
Introduction.
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Consumer Buying Behavior
Consumer Buying Behavior
• Consumer Buying Behavior refers to the
buying behavior of final consumers
(individuals & households) who buy
goods and services for personal
consumption.
• Study consumer behavior to answer:
“How do consumers respond to
marketing efforts the company might
use?”
5. Model of Consumer Behavior
Model of Consumer Behavior
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Product Marketing and
Marketing and Economic
Other Stimuli
Other Stimuli
Price Technological
Place Political
Promotion Cultural
Buyer’s Characteristics
Decision Buyer’s Black Box
Buyer’s Black Box Affecting
Process Consumer
Behavior
Product Choice Purchase
Buyer’s Response
Buyer’s Response Timing
Brand Choice
Purchase
Dealer Choice Amount
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Buying Motives
Buying Motives
• Defined as all the impulses, desires, and
considerations which persuade or motivate a
buyer to purchase a specific products.
• Types
1. Product Motives: Are the impulses, desires, and
considerations which makes people to buy a
specific Product.
2. Patronage Motives: There are 2 types:
a. Emotional Motives: Motives Urges the buyer to
do impulsive purchases without reason & logic.
b. Rational: Involves a logical analysis & reasoning
of the purchases before deciding.
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A senior wants to impress his date at the prom .
His primary motive is …?
Psychological
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A girl wants to remember her grandmother on her
birthday.
Her primary motive is…?
Psychological
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A homemaker needs a new washing machine and has had
good experiences with Sears.
Her primary motive is …?
Functional
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A teacher wants to buy a practical car to be used for
family transportation.
Her/His primary motive is …?
Functional
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A career woman always buys Liz Claiborne clothes.
Her primary motive is…?
Psychological
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• An overweight 40 year old man wants to loose weight so
that he can reduce his blood pressure.
His primary motive is…?
Functional
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Examples of Buying Motives:
Examples of Buying Motives:
Psychological or Functional?
Psychological or Functional?
• A homeowner needs to mow their lawn.
Their primary motive is…?
Functional
15. Factors Affecting
Factors Affecting
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Consumer Behavior
Consumer Behavior
Culture
Social
Personal
Psychological
Buyer
Buyer
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Factors Affecting Consumer Behavior:
Factors Affecting Consumer Behavior:
Culture
Culture
•• Most basic cause of a person's wants and
Most basic cause of a person's wants and
behavior.
behavior.
•• Values
Values
•• Perceptions
Perceptions
Subculture
Subculture Social Class
Social Class
••Groups of people with shared
Groups of people with shared ••People within a social class
People within a social class
value systems based on common
value systems based on common tend to exhibit similar buying
tend to exhibit similar buying
life experiences.
life experiences. behavior.
behavior.
••Hispanic Consumers
Hispanic Consumers ••Occupation
Occupation
••African American Consumers
African American Consumers ••Income
Income
••Asian American Consumers
Asian American Consumers ••Education
Education
••Mature Consumers
Mature Consumers ••Wealth
Wealth
17. Factors Affecting Consumer Behavior:
Factors Affecting Consumer Behavior:
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Social
Social
Groups
Groups
••Membership
Membership
••Reference
Reference
Family
Family
••Husband, wife, kids
Husband, wife, kids Social Factors
Social Factors
••Influencer, buyer, user
Influencer, buyer, user
Roles and Status
Roles and Status
18. Factors Affecting Consumer Behavior:
Factors Affecting Consumer Behavior:
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Personal
Personal
Personal Influences
Personal Influences
Age and Family Life Cycle
Age and Family Life Cycle Occupation
Occupation
Stage
Stage
Economic Situation
Economic Situation Personality & Self-Concept
Personality & Self-Concept
Lifestyle Identification
Lifestyle Identification
Activities
Activities Opinions
Opinions
Interests
Interests
20. The Buyer Decision Process
The Buyer Decision Process
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Need Recognition
Need Recognition
Information Search
Information Search
Evaluation of Alternatives
Evaluation of Alternatives
Purchase Decision
Purchase Decision
Post purchase Behavior
Post purchase Behavior
21. The Buyer Decision Process
The Buyer Decision Process
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Step 1. Need Recognition
Step 1. Need Recognition
Need Recognition
Need Recognition
Difference between an actual state and a desired state
Difference between an actual state and a desired state
Internal Stimuli
Internal Stimuli External Stimuli
External Stimuli
•• Hunger
Hunger ••TV advertising
TV advertising
•• Thirst
Thirst •• Magazine ad
Magazine ad
•• A person’s normal
A person’s normal •• Radio slogan
needs Radio slogan
needs
••Stimuli in the
Stimuli in the
environment
environment
22. The Buyer Decision Process
The Buyer Decision Process
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Step 2. Information Search
Step 2. Information Search
Personal Sources •Family, friends, neighbors
Personal Sources •Most influential source of
information
•Advertising, salespeople
Commercial Sources
Commercial Sources •Receives most information
from these sources
Public Sources •Mass Media
Public Sources •Consumer-rating groups
•Handling the product
Experiential Sources
Experiential Sources •Examining the product
•Using the product
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The Buyer Decision Process
The Buyer Decision Process
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Step 3. Evaluation of Alternatives
Step 3. Evaluation of Alternatives
Product Attributes
Product Attributes
Evaluation of Quality, Price, & Features
Evaluation of Quality, Price, & Features
Degree of Importance
Degree of Importance
Which attributes matter most to me?
Which attributes matter most to me?
Brand Beliefs
Brand Beliefs
What do IIbelieve about each available brand?
What do believe about each available brand?
Total Product Satisfaction
Total Product Satisfaction
Based on what I’m looking for, how satisfied
Based on what I’m looking for, how satisfied
would IIbe with each product?
would be with each product?
Evaluation Procedures
Evaluation Procedures
Choosing a product (and brand) based on one
Choosing a product (and brand) based on one
or more attributes.
or more attributes.
24. The Buyer Decision Process
The Buyer Decision Process
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Step 4. Purchase Decision
Step 4. Purchase Decision
Purchase Intention
Purchase Intention
Desire to buy the most preferred brand
Desire to buy the most preferred brand
Attitudes Unexpected
of others situational
factors
Purchase Decision
Purchase Decision
25. The Buyer Decision Process
The Buyer Decision Process
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Step 5. Post purchase Behavior
Step 5. Post purchase Behavior
Consumer’s Expectations of
Consumer’s Expectations of
Product’s Performance
Product’s Performance
Product’s Perceived
Performance
Satisfied
Satisfied Dissatisfied
Dissatisfied
Customer!
Customer! Customer
Customer
Cognitive Dissonance
26. Types of Buying Decisions
Types of Buying Decisions
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High Low
Involvement Involvement
Significant Complex Variety-
differences Buying Seeking
between
brands Behavior Behavior
Few Dissonance- Habitual
differences Reducing Buying
between Buying
brands Behavior Behavior
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Buying Habits
Buying Habits
• Purchase of the same brand over and over again,
more due to absence of dissatisfaction than
because of a positive loyalty. Habit buying
is associated usually with low involvement
products such as toothpaste or shoe polish.
• Buying habits may shift over time with an
individual's or society's changing needs.
• Marketing is an attempt to influence buying
habits.
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Organizational V/S House Holding Buying
Organizational V/S House Holding Buying
Decision Variables Organizational Holding Buying
Appeal Rational Dramatic
Platform Logical Emotional
Brand Excitement Not Desired Imperative
Brand Personality Mostly Corporate Both product & Corporate
Pre Launch Research Not Vital Vital
Span of distribution control Narrow Wider
Number of orders Small Large
Size of the orders Large Very Small
Cost of order Processing Low High
Nature of the products Depends on Volume Depends on Volume
29. Major Influences on
Major Influences on
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Business Buying
Business Buying
Environmental
Environmental
Economic, Technological, Political, Competitive & Cultural
Economic, Technological, Political, Competitive & Cultural
Organizational
Organizational
Objectives, Policies, Procedures,
Objectives, Policies, Procedures,
Structure, & Systems
Structure, & Systems
Interpersonal
Interpersonal
Authority, Status, Empathy &
Authority, Status, Empathy &
Persuasiveness
Persuasiveness
Individual
Individual
Age, Education, Job Position, Personality &
Age, Education, Job Position, Personality &
Risk Attitudes
Risk Attitudes
Buyers
Buyers
30. Participants in the Business Buying
Participants in the Business Buying
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Process: The Buying Center
Process: The Buying Center
Gatekeepers Users
Buying
Buying
Deciders Center
Center Influencers
Buyers
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Introduction to
Introduction to
Consumer
Consumer
Protection
Protection
Act 1986
Act 1986
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Introduction to Consumer Protection
Introduction to Consumer Protection
Act 1986
Act 1986
(a)Protect from hazard to health & safety;
(b)Promote & protect economic interests;
(c)Provide adequate information for informed
choice as per individual wish & need;
(d)Consumer education including environmental,
socio-economic impacts of choice, teaching a
value system on wisely using money & goods,
complaining effectively;
(e)Provide effective redress—formal and informal
procedures that are fast, fair, cheap, accessible;
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(f) Encourage Business Chambers to resolve
consumer disputes through advisory services &
informal complaint handling mechanisms;
(g) Freedom to form groups & present views in
decision-making affecting consumers;
(h) Promote sustainable consumption patterns.
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Laws to protect consumers
Laws to protect consumers
Laws like the
• Indian Penal Code
• MRTP-1969
• Industries Development & Regulation Act-1951
• Indian Contract Act,
• Sale of Goods Act,
• Drugs and Cosmetics Act,
• Agricultural Produce (Grading and Marking) Act,
have existed since pre-independence, but none
enshrine Rights of Consumers, nor provide swift
remedy.
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Who is a Consumer?
Who is a Consumer?
Any person (firm, HUF, co-
operative, association) who buys
any goods or hires any service (fully
or partly paid for).
NOT goods or services obtained
for resale or for any commercial
purpose (except self-employment).
NOT any service free of charge or
under a contract of personal
service.
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Consumer's Rights S.6 C.P. Act
Consumer's Rights S.6 C.P. Act
1. Right to SAF T against hazardous
EY
goods and services
2. Right to be INF ORM D about quality,
E
quantity, purity, standard, price
3. Right to CHOOSE from a variety at
competitive prices
4. Right to B H ARD
E E
5. Right to seek RE DRE SSAL
6. Right to CONSUM R EE DUCAT ION
Consumer Behavior Consumer behavior refers to the buying behavior of final consumers -- individuals and households who buy goods and services for personal consumption. Model of Consumer Behavior Marketers control the stimuli or inputs consisting of the four Ps: Product, Place, Price, and Promotion. Environmental and situational influences, though perhaps beyond the control of the marketer, also influence many consumer choices. But what happens between the marketing stimuli input and the buyer’s response or output? That “black box” processing is the central question for marketers. Teaching Tip: You may wish to discuss the “buyer’s black box” in more detail at this stage. Students sometimes become involved in the controversy regarding the presence or absence of consciousness in consumers. Consider using a two-side in-class discussion: Side A: Experimental psychologists argue that what we call consciousness is merely a set of complex learned responses -- an ordinary physiological function. Side B: Sociologists and social psychologists argue that consciousness is greater than the sum of its physiological parts. For marketers, the issue is sometimes linked to free will: Do marketers create needs by conditioning consumers? Do marketers offer need-fulfillers to needs consumer’s create in their “black box?” Model of Consumer Behavior This CTR corresponds to Figure 5-1 on p. 135 and to the material on pp. 134-135.
Characteristics Affecting Consumer Behavior This CTR relates to Figure 5-2 on p.135 and previews the material on pp. 135-150. Influences on Consumers Cultural . Culture is the most basic influence on a person's values, priorities, and beliefs. Cultural shifts make marketing opportunities although most such changes are in secondary rather than core cultural values. Subcultures are important markets as these groups are often significantly different in their needs to warrant different marketing approaches. Social. Social class is determined by a combination of income, occupation, education, wealth and other variables. Social factors within one's class that affect consumer behavior include reference groups & aspirational groups. Families also exert strong social influences. Finally, each relationship a person has with his or her group carries with it certain roles and status that may carry consumptive responsibilities. Personal . Major personal factors are age and life cycle stage, occupation, economic situation, life style and personality/self-concept. Texts vary in their treatment of the PLC stages but it is clear that singles buy different products than do young marrieds with small children. Occupations differ in time constraints and social pressures to conform that affect consumption decisions. Lifestyles measured by AIO or VALS typologies can reveal different consumption patterns across otherwise dissimilar groups. The unique characteristics of each person that make up their personality also affect behavior. Psychological . Maslow's hierarchy reminds marketers that need states vary in their intensity or motivation. Perception is the process of organizing stimuli and is influenced by selective exposure, distortion, & retention. Learning occurs in response to the presentation of information linked to relevant drives, cues, responses, and reinforcement only some of which is under the control of the marketer. Beliefs and attitudes, though shaped by cultural and social forces, may vary considerably on the individual level.
Social Factors This CTR relates to the material on pp. 140-142. Group Influence on Brand Choice Groups vary in their influence on product and brand purchases as illustrated on the CTR. Consumers belong to several different membership groups. Primary Groups. Primary groups are those with which we have regular but informal interaction. These include family, friends, neighbors, and co-workers. Secondary Groups. Secondary groups are those with which we have more formal and less regular interaction such as religious groups, professional associations, and trade unions. Reference Groups. These groups serve as direct (face-to-face) or indirect points of comparison and evaluation in a person’s formation of attitudes or behavior. Aspirational Groups. This type of group is one to which the individual wishes to belong and emulates in adopting behaviors appropriate to that group. Opinion Leaders. These are people within a reference group who exert influence over others due to special knowledge, skill, personality, or other characteristic.
Factors Affecting Consumer Behavior: Personal This CTR corresponds to Table 5-2 on p. 142 and the material on pp. 142-146. Personal Factors Age and Family Life-Cycle Stage. Buyers’ choices are affected by changes in their age and family structure over time. Young singles have different tastes in clothes, furniture, food, and recreation than do middle aged persons with their own children. Older consumers continue to change in their preferences and additionally acquire new buyer needs such as increased health care needs. Occupation. A person’s occupation carries with it distinct consumptive needs. White collar workers need different clothes than blue collar workers. Also, occupations usually carry their own subcultural norms and values that influence buyer behavior. Economic Situation. Means constrain buyer behavior for almost everyone except for the most wealthy. Personality and Self-Concept. Personality refers to the unique psychological characteristics that lead to relatively consistent and lasting response to one’s own environment. Self-concept is the basic perception that people have about who they are. Lifestyle Lifestyle is a person’s pattern of living as expressed in her or his activities, interests, and opinions. Determining lifestyle involves measuring AIO dimensions -- the Activities , Interests , and Opinions of consumers. Psychographics. Lifestyle measures combined with demographic information can identify distinct market segments for consumer products and services. The best known of these methods, VALS 2, is addressed on the following CTR.
The Buyer Decision Making Process This CTR corresponds to Figure 5-6 on p. 153 and relates to the material on pp. 152-156. Teaching Tip: Consider asking students to describe some of their purchases decisions made at the beginning of the term and link them to steps in the process. Stages in the Buyer Decision Process Need Recognition. Problems are recognized when people sense a difference between an actual state and some desired state. Problem recognition can be triggered by either internal or external stimuli. Information Search. Consumers vary in the amount of information search they conduct. Information search may be a survey of information stored in memory or may be based upon information available externally. Search effort varies from heightened awareness corresponding to increased receptivity for relevant information to active information search modes where the person expends some energy to obtain information that is desired. External information vary in their informational and legitimizing characteristics. Riskier decisions usually elicit more search behavior than non-risky decisions. Evaluation of Alternatives. Following information search, the person compares decisional alternatives available. Criterion for evaluation compares product attributes of the alternatives against degrees of importance each attribute has in meeting needs, beliefs about the product or brand's ability and utility, and an evaluation procedure that ranks the alternatives by preference that forms an intention to buy. Purchase Decision. - The individual buys a product. Purchasing other than the intended product may be due to attitudes of others exerted after the evaluation of alternatives is completed or unexpected situational factors such as point of purchases promotions that affect the alternatives' ranking. Post-purchase Behavior. This involves comparing the expected performance of the product against the perceived performance received. Cognitive dissonance describes the tendency to accentuate benefits and downplay shortcomings.
Types of Buying Decisions This CTR corresponds to Figure 5-5 on p. 151 and relates to the material on pp. 151-152. Types of Buying Decision Behavior Complex Buying Behavior. Consumers undertake this type of behavior when they are highly involved in a purchase and perceive differences among brands. Involvement increases with the product is expensive, infrequently purchased, risky, and highly self-expressive. Dissonance-Reducing Buying Behavior. Consumers engage in this behavior when they are highly involved with an expensive, infrequent, or risky purchase, but see little difference among brands. Without objective differentiation to confirm the purchase, buyers often seek support to reduce postpurchase dissonance -- the feeling they may have made the wrong decision. Habitual Buying Behavior. This behavior occurs under conditions of low consumer involvement and little significant brand differences. Consumers do not search extensively for information about brands. Brand familiarity aids in promoting products under essentially passive learning conditions. Variety-Seeking Buying Behavior. Consumers may seek variety when involvement is low and there are significant perceived differences among brands. Differences may be product features -- new taste, improvements, extra ingredients -- or promotional benefits such as coupons, rebates, and price reductions.
Major Influences on Business Buying This CTR corresponds to Figure 6-2 on p. 178 and the material on pp. 177-179. Major Influences on Business Buying Environmental Factors. Industrial Buyers are heavily influenced by the economic environment especially the level of primary demand, economic outlook, and the cost of money. Materials shortages are also increasing in importance. Organizational Factors . These factors stem from each organization's objectives, policies, procedures, and ways of doing business. Marketers must identify how each of these elements are manifest in a particular company. Interpersonal Factors . Interpersonal influences center on group dynamics and the interplay of personalities and organizational roles. Buyer roles within the buying unit may differ not only from organizational factors but from the interpersonal interaction of the individuals involved as well. Individual Factors. A person's age, status, education, professional specialty, and overall personality and attitudes affect how they participate in organizational buying decisions. It may be difficult for the marketer to identify individual factors directly.
Buying Centers This CTR relates to the material on pp. 175-177. Participants in Business Buying Centers Users . These are members of the organization who will use the product or service. Users often initiate the buying proposal and help define product specifications. Influencers . These are people who affect the buying decision. They often help define specifications and provide information for evaluating alternatives. Technical personnel are particularly important influencers. Buyers . These are the people with the formal authority to select the supplier and arrange terms of purchase. Buyers may influence product specifications, but their major role is in selecting vendors and negotiating. Deciders . These are the people who have the formal or informal power to select or approve the final suppliers. Gatekeepers . Gatekeepers are those people who control the flow of information to others. Gatekeepers are extremely important to anyone trying to gain the cooperation of buying center members, especially in widely-dispersed organizations.
Selling your ideas is challenging. First, you must get your listeners to agree with you in principle. Then, you must move them to action. Use the Dale Carnegie Training® Evidence – Action – Benefit formula, and you will deliver a motivational, action-oriented presentation.