1. Consumer and Business Buyer Behavior 5

2. 5-2 Consumer Buying Behavior Refers to the buying behavior of people who buy goods and services for personal use. Refers to the buying behavior of people who buy goods and services for personal use. These people make up the consumer market. These people make up the consumer market. The central question for marketers is: The central question for marketers is: –“How do consumers respond to various marketing efforts the company might use?”

3. 5-3 Model of Buyer Behavior

4. 5-4 Factors Influencing Consumer Behavior Cultural Culture Subculture Social Class Cultural Culture Subculture Social Class Social Reference Groups Family Roles & Status Social Reference Groups Family Roles & Status Personal Age & Life- Cycle Stage Occupation Economic Situation Lifestyle Personality & Self-Concept Personal Age & Life- Cycle Stage Occupation Economic Situation Lifestyle Personality & Self-Concept Psychological Motivation Perception Learning Beliefs & Attitudes Psychological Motivation Perception Learning Beliefs & Attitudes

5. 5-5 Culture Culture is the ___________of a Person's Wants and Behavior. Culture is learned from family, church, school, peers, colleagues. Culture includes basic values, perceptions, wants, and behaviors.

6. 5-6 Culture Subculture Groups of people with shared value systems based on common life experiences. Major Groups Hispanic Consumers African-American Consumers Asian-American Consumers Mature Consumers

7. 5-7 Culture Social Class Social Class Society’s relatively permanent and ordered divisions whose members share similar values, interests, and behaviors. Society’s relatively permanent and ordered divisions whose members share similar values, interests, and behaviors. Measured by a combination of: occupation, income, education, wealth, and other variables. Measured by a combination of: occupation, income, education, wealth, and other variables.

8. 5-8 Social Factors Membership Reference (opinion leaders) Aspirational Groups Family Roles & Status Role =Expected activities Status = Esteem given to role by society

9. 5-9 Personal Factors Age and Life-Cycle Stage Occupation Economic Situation

10. 5-10 Personal Factors Lifestyle Pattern of Living as Expressed in Psychographics Pattern of Living as Expressed in Psychographics

11. 5-11 Shows how a person’s lifestyle can help marketers understand consumer values and their impact on buying behavior. Shows how a person’s lifestyle can help marketers understand consumer values and their impact on buying behavior. Ad targets people who want to “leave the civilized world behind.” Ad targets people who want to “leave the civilized world behind.” Jeep

12. 5-12 Personality & Self-Concept Personality refers to the unique psychological characteristics that lead to relatively consistent and lasting responses to one’s own environment. 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. Generally defined in terms of traits. Self-concept suggests that people’s possessions contribute to and reflect their identities. Self-concept suggests that people’s possessions contribute to and reflect their identities.

13. 5-13 Maslow’s Hierarchy of Needs

14. 5-14 Perception Perception Perception –Information Inputs –Interpretation –Selective Exposure –Selective Distortion –Selective Retention

15. 5-15 Information inputs are the sensations received through the sense organs. Information inputs are the sensations received through the sense organs. Perception is the process of selecting, organizing, and interpreting information inputs to produce meaning. Perception is the process of selecting, organizing, and interpreting information inputs to produce meaning. Perception

16. 5-16 Selective Attention: the process of selecting some inputs to attend to while ignoring others. Selective Attention: the process of selecting some inputs to attend to while ignoring others. An input is more likely to reach a person’s awareness if it relates to an anticipated event. An input is more likely to reach a person’s awareness if it relates to an anticipated event. Perception

17. 5-17 Selective distortion is an individual’s changing or twisting of information when it is inconsistent with personal feelings or beliefs. Selective distortion is an individual’s changing or twisting of information when it is inconsistent with personal feelings or beliefs. Selective retention is remembering information that supports personal feelings and beliefs and forgetting inputs that do not. Selective retention is remembering information that supports personal feelings and beliefs and forgetting inputs that do not. Perception

18. 5-18 Learning Learning: a relatively permanent change in behavior due to experience. Learning: a relatively permanent change in behavior due to experience. Interplay of drives, stimuli, cues, responses, and reinforcement. Interplay of drives, stimuli, cues, responses, and reinforcement. Strongly influenced by the consequences of an individual’s behavior Strongly influenced by the consequences of an individual’s behavior –Behaviors with satisfying results tend to be repeated. –Behaviors with unsatisfying results tend not to be repeated.

19. 5-19 Beliefs & Attitudes belief A belief is a descriptive thought that a person holds about something. Attitude Attitude describes a person’s consistently favorable or unfavorable evaluations, feelings, and tendencies toward an object or idea.

20. 5-20 Buying Decision Process

21. 5-21 Step #1 = Need Recognition Buyer becomes aware of a difference between a desired state and an actual condition. Buyer becomes aware of a difference between a desired state and an actual condition. Marketers may use sales personnel, advertising, and packaging to trigger recognition of needs or problems. Marketers may use sales personnel, advertising, and packaging to trigger recognition of needs or problems. Recognition speed can be slow or fast. Recognition speed can be slow or fast. Buying Decision Process

22. 5-22 Step #2 = Information Search This stage begins after the consumer becomes aware of the problem or need. This stage begins after the consumer becomes aware of the problem or need. The search for information about products will help resolve the problem or satisfy the need. The search for information about products will help resolve the problem or satisfy the need. There are various sources of information. There are various sources of information. Buying Decision Process

23. 5-23 Sources of Information - - Family, friends, neighbors Personal Commercial Public - Advertising, salespeople - Receives the most information from these sources - Mass Media - Consumer-rating groups Experiential - - Examining the product - Using the product

24. 5-24 Buying Decision Process Consumers May Use Careful Calculations & Logical Thinking Consumers May Buy on Impulse and Rely on Intuition Consumers May Make Buying Decisions on Their Own Consumer May Make Decisions After Talking With Others

25. 5-25 Buying Decision Process Factors That Influence Purchase Decision Attitudes Of Others Unexpected Situational Factors

26. 5-26 Buying Decision Process Consumer satisfaction is a function of consumer expectations and perceived product performance. Performance < Expectations Disappointment Performance = Expectations Satisfaction Performance > Expectations Delight

27. 5-27 Cognitive dissonance: a buyer’s doubts shortly after a purchase about whether it was the right decision. Cognitive dissonance: a buyer’s doubts shortly after a purchase about whether it was the right decision. Buying Decision Process

28. 5-28 Stages in the Adoption Process 1. Awareness : Consumer becomes aware of the new product, but lacks information about it. 2. Interest : Consumer seeks information about new product. 3. Evaluation : Consumer considers whether trying the new product makes sense. 4. Trial : Consumer tries new product on a small scale to improve his or her estimate of its value. 5. Adoption : Consumer decides to make full and regular use of the new product.

29. 5-29 Product Adopter Categories When an organization introduces a new product, people do not begin the adoption process at the same time, nor do they move through it at the same speed. When an organization introduces a new product, people do not begin the adoption process at the same time, nor do they move through it at the same speed. Adopters are divided into five categories. Adopters are divided into five categories.

30. 5-30 2.5% Innovators 13.5% Early Adopters 34% Early Majority34% Late Majority 16% Laggards Product Adopter Categories

31. 5-31 Product Adopter Categories Group #1 - Innovators Innovators are the first adopters of new products. Innovators are the first adopters of new products. They are venturesome – they try new ideas at some risk. They are venturesome – they try new ideas at some risk.

32. 5-32 Product Adopter Categories Group #2 – Early Adopters Early adopters are guided by respect. Early adopters are guided by respect. They are opinion leaders in their communities and adopt new ideas early but carefully. They are opinion leaders in their communities and adopt new ideas early but carefully.

33. 5-33 Product Adopter Categories Group #3 – Early Majority Early majority are deliberate. Early majority are deliberate. Although they rarely are leaders, they adopt new ideas before the average person. Although they rarely are leaders, they adopt new ideas before the average person.

34. 5-34 Product Adopter Categories Group #4 – Late Majority Late majority are skeptical. Late majority are skeptical. They adopt an innovation only after a majority of people have tried it. They adopt an innovation only after a majority of people have tried it.

35. 5-35 Product Adopter Categories Group #5 - Laggards Laggards are tradition bound. Laggards are tradition bound. They are suspicious of changes and adopt the innovation only when it has become something of a tradition itself. They are suspicious of changes and adopt the innovation only when it has become something of a tradition itself.

36. 5-36 Divisibility Can the innovation be used on a limited basis? Divisibility Can the innovation be used on a limited basis? Complexity Is the innovation difficult to understand or use? Complexity Is the innovation difficult to understand or use? Communicability Can results be easily observed or described to others? Communicability Can results be easily observed or described to others? Compatibility Does the innovation fit the values and experience of the target market? Compatibility Does the innovation fit the values and experience of the target market? Relative Advantage Is the innovation superior to existing products? Relative Advantage Is the innovation superior to existing products? Influence of Product Characteristics on Rate of Adoption