A person's buying choices are further influenced by four major psychological factors: Motivation, perception, learning, and beliefs and attitudes. Motivation: A need that is sufficiently pressing to direct the person to seek satisfaction of the need. Perception: The process by which people select, organize, and interpret information to form a meaningful picture of the world. Learning: Changes in an individual's behavior arising from experience. Belief: A descriptive thought that a person holds about something. Attitude: A person's consistently favorable or unfavorable evaluations, feelings, and tendencies toward an object or idea. The 4 major types of buying behavior: Complex, Variety-Seeking, Dissonance-reducing, and Habitual. Complex buying behavior: Consumer buying behavior in situations characterized by high consumer involvement in a purchase and significant perceived differences among brands. Dissonance-reducing buying behavior: Consumer buying behavior in situations characterized by high involvement but few perceived differences among brands. Habitual buying behavior: Consumer buying behavior in situations characterized by low consumer involvement and few significant perceived brand differences. Variety-seeking buying behavior: Consumer buying behavior in situations characterized by low consumer involvement but significant perceived brand differences. Physiological - Includes the need for air, water, food. Security -Includes the need for safety, order, and freedom from fear or threat. Belongingness and love (or social need)- Includes the need for love, affection, feelings of belonging, and human contact Esteem -Includes the need for self-respect, self-esteem, achievement, and respect from others Self-Actualization -Includes the need to grow, to feel fulfilled, to realize one's potential BCG-Growth Share Matrix. Five Step Marketing Process: Understand the marketplace and customer needs, wants, and demands. Design a customer-driven marketing strategy. Construct a marketing program that delivers superior value. Build profitable relationships and create customer delight. Capture value from customers to create profits and customer quality. One of four strategies for each SBU: Build Share: invest more Hold Share: invest enough to hold the share Harvest Share: milking its short--term cash flow regardless of the long-term effect. Divest Share: Selling it or phasing it out and using resources elsewhere. Selling and Marketing Concepts Contrasted Four Major factors that influence consumer buyer behavior: Cultural, Social, Personal, and Psychological. Opinion leaders A person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts social influence on others. Steps in Strategic Planning THE FOUR P’S OF THE MARKETING MIX An overall evaluation of the company's strengths (S), weaknesses (W), opportunities (O), and threats (T). Identify and discuss the stages in the buyer decision process: SWOT Analysis need recognition, information search, evaluation of alternatives, purchase decision, and post purchase behavior. Stimulus-response model marketing stimuli (the four P's) and other major forces (economic, technological, political, and cultural) enter the consumers black box and produce certain responses. market growth rate provides a measure of market attractiveness. relative market share provides a measure of company strength in the market. The Buyer Decision process (for complex buying behavior): Need Recognition, Information search, Alternative evaluation, Purchase decision, Post purchase behavior. Need Recognition: The first stage of the buyer decision process, in which the consumer recognizes a problem or need. Information Search: The stage of the buyer decision process in which the consumer is motivated to search for more information. Alternative evaluation: The stage of the buyer decision process in which the consumer uses information to evaluate alternative brands in the choice set. Purchase Decision: The buyer's decision about which brand to purchase. Post Purchase Behavior The stage of the buyer’s decision process in which consumers take further action after purchase, based on their satisfaction or dissatisfaction. Cognitive dissonance Buyer discomfort caused by post purchase conflict. or anxiety consumers may experience when faced with two or more highly attractive alternatives. Selective distortion: people interpret info in a way that will support what they already believe. Selective retention: remembering good points about your favorite brand not about competing ones. Selective attention: people screen out most of the information they are exposed to. Star: High-growth, high-share businesses or products. They often need heavy investments to finance their rapid growth. Eventually their growth will slow down, and they will turn into cash cows. Cash Cows: Low-growth, high-share businesses or products. These established and successful SBUs need less investment to hold their market share. Thus, they produce a lot of the cash that the company uses to pay its bills and support other SBUs that need investment. Question Marks: Low-share business units in high-growth markets. They require a lot of cash to hold their share, let alone increase it. Management has to think hard about which question marks it should try to build into stars, and which should be phased out. Dogs: Low-growth, low-share businesses and products. They may generate enough cash to maintain themselves but do not promise to be large sources of cash. Stages in the Adoption Process: Consumers go through five stages in the process of adopting a new product: Awareness: The consumer becomes aware of the new product but lacks information about it. Interest: The consumer seeks information about the new product. Evaluation: The consumer considers whether trying the new product makes sense. Trial: The consumer tries the new product on a small scale to improve his or her estimate of its value. Adoption: The consumer decides to make full and regular use of the new product. Maslow Hierarchy of Needs 1. Physiological Needs 2. Security Needs 3. Affiliation Needs 4. Esteem Needs 5. Self-Actualization Needs Diffusion Process: Innovators, early adopters, early majority, late majority, laggards Perception: The process by which an individual select, organizes, and interprets information to create a meaningful picture of the world Subliminal Perception: Seeing or hearing messages without being aware of them. Perceived Risk: The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes that may be negative consequences