Académique Documents
Professionnel Documents
Culture Documents
MARKETING MANAGEMENT
(Ms. Priya Jhamb)
PREFACE
PRIYA JHAMB
INDEX
S.I.Nos Chapter No.
Subject
Page No.
1.
CHAPTER-I
2.
CHAPTER-II
MARKETING ENVIRONMENT
26
3.
CHAPTER-III
MARKET SEGMENTATION
33
4.
CHAPTER-IV
MARKETING OF SERVICES
47
5.
CHAPTER-V
PRODUCT PLANNING
56
6.
CHAPTER-VI
PRICING DECISIONS
84
7.
CHAPTER-VII
PROMOTION MIX
98
8.
CHAPTER-VIII
CHANNELS OF DISTRIBUTION
115
9.
CHAPTER- IX
125
10.
BIBLOGRAPHY
145
11.
146
CHAPTER- I
MARKETING: MEANING AND CONCEPTS
Contents:
1.1
1.2
1.3
1.4
1.5
Meaning of Marketing
Nature and scope of Marketing
Importance of Marketing
Marketing concepts
Marketing mix
1.1 Marketing is a process which carries goods from producer to ultimate consumer.
Marketing bridges the gap between consumer and producer. Marketing is an important
activity of all business enterprises. The definition of marketing has been changing from
time to time with the changes in the market place and perspective of the marketing men.
Marketing has two kinds of definitions traditional & modern.
Traditionally, marketing has been defined as the performance of business activities that
direct the flow of goods and services from producer to consumers. In this case, marketing
begins after the goods are produced and ends with their sale. It emphasizes only one way
traffic i.e., transfer of goods from producer to consumers.
According to Professer Cundiff and Still Marketing is the business process by which
products are matched with market & through which transfer of ownership are effected.
According to American Marketing Association, Marketing is performance of business
activities that direct the flow of goods and services from producer to consumer.
Modern concept of marketing is more than physical process or a set of activities i.e.,
distribution of goods & services. It is now used in a wider sense, i.e., the creation of
customers. It is focusing attention on the consumer and the satisfaction of his needs
and is therefore, consumer oriented. Marketing today produces that which consumer
needs, in the quantity that the consumer requires, at a price that the consumer can pay for
the satisfaction offered to him in the form of goods & services through the various
channels of distributions that suit the consumer convenience.
According to William Stanton, Marketing is a total system of business activities
designed to plan, price, promote, and distribute want satisfying products to target market
to achieve organizational objectives.
This definition has two significant implications; firstly, the entire system of business
activities should be customer oriented. Customer wants must be recognized and satisfied.
Secondly, marketing should start with an idea about a want satisfying product and
should not end until the customers wants are completely satisfied, which may be some
time after the exchange is made.
According to Phillip Kotler, Marketing is a social and managerial process by which
individuals and groups obtain what they need and want through creating, offering and
exchanging products of value with others.
According to this definition marketing starts with human needs and wants. People satisfy
their needs and wants with products. The importance of the physical products lie in the
service they provide as solution to needs. The consumer considers the different products
value and price before making a choice among them. The will choose the product that
produces the most value per unit of money.
6
Focus
Products
Means
Ends
Selling &
Promoting
Profits through
sales volume
Target
Market
Consumer
needs
Integrated
marketing
Profits through
customer satisfaction
Marketing
1. Focuses on Customers needs
2. Begins before production
3. Continues after sale
4. A comprehensive Term in terms of Meaning
5. Philosophy of Business
6. Profits through customer satisfaction
7. Let the seller be aware
8. Integrated Approach
9. Long-term Perspective
10. Customer first then Product.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Selling
Focuses on Sellers needs.
Begins after production
Comes to an end with Sale.
A narrow Term in terms of Meaning
Routine day to day Physical Process
Profits through sales volume
Let the Buyer be aware
Fragmented Approach
Short-term Perspective
Product first then Customer
Activities
Performed
Various
Approaches
Areas of
Applicability
According to
Philip Kotler
Function of
Marketing
- Consumer
Research
- Determination of
product & Price
Policies
- Determination of
Distribution
Channel
- Promotional
Decisions
- After
Sale
Services
- The Distribution of
goods and services
Approach
- The delivery of a
Standard of living
concept
- Marketing as a
social system.
- The creation of
utility concept.
- The Generation of
Revenue concept.
- Institutional
Approach
- Art and Science
Approach
- Modern Concept
of
Customers
satisfaction
- Products
&
Services
- Experiences
&
Events
- Persons & Places - Properties & org. - Information
&Ideas
-
A.
Managerial
Function
Planning
Organising
Staffing
Directing
Control
B.
Functional
Function
Marketing
Research
Product
planning
Purchase
Assembling
of goods
Grading &
Standard System
Branding
Storage
Transportat
ion
Packing
Selling
Advertising
Finance
Risk
Servicing
NATURE OF MARKETING
Nature can be studied under two parts:
(A) Activities performed
(B) Various Approaches
(A)Activities Performed
The following activities describe the nature of marketing:1. Consumer Research Consumer is the king of the market. Every product
should be according to his tastes and habits. To know the preferences of the
consumer, consumer research should take place. By doing this, the producers will
also be able to achieve their targets and profits.
2. Determination of Product and Price Policies The effective manufacturing
of a product depends upon product policies and effective sale is the result of
proper price policy. These policies include color, design, size, brand name,
trademark, label and price of a product.
5. After Sale Services These services are provided to satisfy the consumers.
These services are given to listen the complaints and doubts of the consumer.
These services link up the producer and consumer. Sometimes markets get some
valuable suggestions from consumer during this period. These include guarantee,
warrantee services etc.
(B) Various Approaches :Nature of marketing should be studied through various approaches. By approach here
is meant a way of gaining an understanding of subject matter. The important
approaches are as follows:1. The distributions of goods & services Approach This approach focus on
the flow of goods & Services from producer to consumer. Also, it analyses the
means of distribution and lays emphasis on the activities such as buying and
selling, branding, packaging etc. It is an old and product oriented approach.
2. The Delivery of Standard of Living Approach This concept has been
propounded by Paul Mazur. According to Paul Mazur, Marketing in the delivery
of standard of living. Marketing uplifts the standard of living of society.
Standard of living can be improved by quality and quality of the products used by
consumers.
3. Marketing as a Social System These approach to the study of marketing
focuses on the contributions made by the various marketing activities and
institutions tot eh overall standard of living of the society. Also, it analyses from
the social point of view, the costs, more particularly the social costs art which
several marketing functions are performed and cost of the contributions made by
each marketing institutions. This approach is based on the social services, history
and social philosophy. There are these sub types of social approach (1) The
people oriented approach of the psychologists (2) the social system approach of
the sociologists and (3) the historical approach of the marketing historians.
11
Scope of Marketing
Planning function The marketer has to prepare a plan before producing any
product which can include the following :(i)
Determination of Price, size, content, design of a product
(ii)
Determination of markets
(iii) To decide intermediaries
(iv)
To determine distribution channel
(v)
To decide promotion mix
12
3. Selling Selling represents supply side. Marketing aims at selling goods and
services at a profit. The selling function involves :(i)
Product Planning and development
(ii)
Prospecting
(iii) Pre Approach
(iv)
Approach
(v)
Demonstration
(vi)
Sale
(vii) Feedback
4. Standardization and Grading Standardization refers to establishing of
norms for features, quality and functions of a product and grading means sorting
out the product into different classes on the basis of common features and preestablished standards. The standardization precedes grading process.
5. Branding Branding means naming a product for its identification and
distinction. Brands have communication value. They improve product image
Lox, Pepsi, Dove are the examples of brand. It is a creative matter to conceive
and decide appropriate brand name for a product.
13
14
Medias inform the consumers about the various type of product available in the
market and their uses and thus, increase their knowledge.
financial controller cant budget until the basic marketing decisions have been
taken.
2.Importance of marketing in Developed Economy :In developed economics the volume of production in generally more than the
demand. It is because of latest technology and developed infrastructure of
production. Many developed of the world like USA, Japan, France, Australia,
England, Germany, etc. are developed because marketing is in developed
form there.
3.Importance of Marketing in Underdeveloped Economy:
Marketing has a special significance in underdeveloped economies. A rapid
development of the economy is possible only by adopting the modern
methods of marketing. Infect, marketing in underdeveloped economics is still
line its infancy. Industrialisation and organisation go hand in hand with
application of modern refinements in the field of marketing. Marketing is the
most important multiplier and an effective engine of development. It
mobilizes latest economic energy and thus, is the creator of business activities.
4. Importance of marketing in a developing country:
The importance of marketing in developing countries has been well indicated
by Prof. Peter. F. Drucker, according to him marketing plays a critical role in
respect of development of developing countries, in the following manners:(i)
(ii)
(iii)
(iv)
18
STANDARD DEFINITIONS
According to Prof. Philip Kotler, Marketing concept is a customer orientation backed by
integrated marketing aimed at generating customer satisfaction, as the key to satisfying
organizational goals.
2. Production Orientation Concept: Till 1930, there prevailed a strong
feeling that whenever a firm has a good product, it results in automatic
consumer response and that needed little or no promotional efforts. That
is, if the product is really good and the price is reasonable, there is no need
for special marketing efforts. The assumptions of this concept are (i) any
thing that can be produced can am sold. (ii) The most important task of
management is to keep the cost of production town. (iii) A firm should
produce only certain basic products. This concept can be illustrated as
under :Under this concept, production is the starting point. The product
acceptability occurs after the product is produced.
3. Sales Orientation Philosophy: The failures of the production
orientation philosophy of 1930s paved the way for change in the outlook
that was possible during 1940s. This reshaped philosophy was sales
orientation that holds good to a certain extent even today. It states tat mere
making available the best product is not enough; it is futile unless the firm
resorts to aggressive salesmanship. Effective sales-promotion, advertising
and public-relations are of top importance. High pressure salesmanship
and heavy doses of advertising are a must to move the products of the
firm. The essence of sales-orientation philosophy is Goods are not bought
but sold. The maker of product must say that his product is best and he
fails if he keeps mum. The assumptions of this philosophy are (i)
Producing the best possible product. (ii) Finding the buyer for the product.
(ii) Finding the buyer for the product (iii) the managements main task is
to convince the buyer through high pressure tactics, if necessary. It can be
illustrated as under :
The philosophy has been prevailing since 1940. It is more prevalent in selling all kinds of
insurance policies, consumer non-durables and consumer durable products, particularly
the status symbols.
4. Customer orientation Philosophy : This philosophy was brought into
play during 1950s and points out the fundamental task of business
undertaking is to study and understand the needs, wants, desires and
values of potential consumers and produce the goods in the light of
customer rather than the product. The enterprise is to commence with the
consumer and end with requisite product. It emphasizes the role of
marketing research well before the product is made available in the market
place. The assumptions are: 1. The firm should produce only that first
19
This means a radical change in the philosophy. The meanest two basics changes namely
(i) move from production to market orientation. (ii) Graudal shift from age old Cavest
emptor to Caveat vendor. Since 1950, this philosophy is in vogue and will continue so
long as consumer is the kind of the market.
5. Social Orientation Philosophy: There has been a further refinement in
the marketing concept particularly during 1970s and 1980s. Accordingly
the new concept goes beyond understanding the consumer needs and
matching the products accordingly. This philosophy cares for not only
consumer satisfaction but for consumer welfare or social welfare. Such
social welfare speaks of pollution-free environment and quality of human
life. Thus, a firm manufacturing a pack of cigarettes for consumer must
not only produce the best cigarettes but pollution free cigarettes ; an
automobile not only fuel efficient but less pollutant one. In the other
words, the firm to discharge its social responsibilities. Thus, social welfare
becomes the added dimensions. The assumptions of social orientation
philosophy are: (i) The firm is to produce only those products as are
wanted by consumers (ii) The firm is to be guided by long-term profile
goals rather than quick sales. (iii) The firm should discharge its social
responsibilities. (iv) The management is to integrate the firms resource
and activities do develop programme to meet these individual consumer
and social needs. The concept can be illustrated as under.
This social oriented philosophy is the latest and is considered as an integrated concept.
This philosophy, as it covers earlier long standing concepts, is bounded to rule the
marketing world for pretty long time. However, we are to wait and see as to what changes
are likely in the coming years and decades that will shape the new marketing concept.
20
1.Product line and Product range:- Product line is a group of closely related
products which are able to satisfy a class of needs, to be used together, to be sold at the
same consumer groups, to be modified through the same distribution channels or fall
within given price range. It speaks of the width of the product.
Product range, on the other hand, speaks of the depth of specialisation in terms of varities
based on consumer pockets and functional requirements.
2 .Product Design:- The marketing decision starts with designing the product in such a
way which is required by the target consumers. Product design is an important factor in
the sale of many products. In this the manufacturer decides about the form, the colour and
the line of all the products being planned.
3.Product package:- Package is the container or wrapper used to house the product.
Packaging is the general group of activities in designing the container or wrapper of the
product. A good package protects the product, provides convenience to the consumer,
increases economy and communicates. Attractive packages have a communication value.
4. Product Quality:- Establishment and control of quality standard is a basic step in
merchandising. Generally, specific grades or standards of quality are established for the
products either by the agreement among producer and by law. Product quality depends on
proper design, engineering, choice of materials, manufacturing processes and packaging.
5. Product Labelling:- A product label may be either descriptive, informative, grade
designating or a combination of these. Labels are fixed to products to identify them and
to describe their ingredients, quantity, quality and other characteristics. In very country,
labeling is mandatory in case of food, drug and cosmetics products so that manufacturer
is to give details of his name, place and date of manufacturing, expiry date, composition
and so on.
6. Product Branding:- A brand is a symbol, a mark, a name, a communication which
brings identity of a given product. A brand is a particular image, a quality, a value and
personality. A good brand name is one which is easy to remember, pronounce, describe
the product.
21
7. After Sale Services:- With the increase in the use of machinery, appliances and
equipments, there is need for after sale services. After sale services as the name suggests,
are the services provided by the producer after sale of the product in order to provide
maximum satisfaction to the consumers.
THE PRICE MIX:
Price is the value of product expressed in terms of money. It is the price of the product
that ensures a decent return on investment, guarantees stable economic structure, creates,
maintains and extend market and market share. The various price mix variables are:1.The pricing policies and strategies:- These are the guidelines and the frames
within which management administers prices so as to match them to the market needs.
These policies can be broadly identified as policies involving price variations, leadership
variations, psyche of the consumer.
2.The Terms of Credit:- Without the ability of offer some form of deferred payment
or installment buying, many of the producers sold by the business houses would never
activise the size of the market needed to get production economies of scale. Credit, by
expanding the market, can make new firms of production economical worthwhile. The
modern business is built upon the credit.
3.Terms of delivery:- Delivery of goods to the dealers, middlemen and customer is of
vital importance. Clear cut policies are to be spelled out regarding the terms of delivery
as to the quantity, time and place of delivery and the conditions of valid delivery.
4.Margin:- It is the difference between final price paid by the consumer and the cost
incurred in making the product available to the consumers. This includes margin of
wholesaler, retailer and producer. It has been observed that articles particularly,
consumers durables and non durables need lower margin because of low consumption.
On the other hand, the industrial products requiring after sale services and maintenance
will need high margin.
5. Resale Price Maintenance:- It is the practice whereby the manufacturers or
distributors or importers recommended the price or profit margin at which product will be
sold. It is a policy of estabilishing a minimum resale price below which a wholesaler or
retailer may not sell the products of the manufacturer.
22
companies communicate with their present and potential customer in a variety of ways,
the two most common categories namely, personal and impersonal. It includes:-
3.Sales Promotion:- It implies special offers. It deals with offering of short term
incentives such as coupons, premium, contest for consumers, buying allowance etc. sales
promotion is the achievement of short term marketing objectives by schematic means.
24
Earning profits.
Customer satisfaction.
Providing services to customers.
None of above.
2.Marketing starts:a)
b)
c)
d)
Production of goods.
Product only.
Providing services.
Customer.
5.Marketing is:a)
b)
c)
d)
An art.
Science.
None of above.
Both a and b.
Product.
Price.
Place.
All of above.
Transportation.
Pricing policies.
Warehousing.
None of above.
Producer, Consumer.
Consumer, Producer.
Producer, Wholesaler.
Wholesaler, Retailer.
One.
Two.
Three.
Four.
26
CHAPTER-II
MARKETING ENVIRONMENT
Contents:
2.1
2.2
2.3
2.4
Marketing Environment
Factors affecting marketing environment
Micro factors
Macro factors
27
2.1 In a rapidly changing works, successful companies cannot afford to remain inward
looking only. A periodic assessment of the outside inside view of their business is
necessary is adapt their businesses to their business is necessary to adapt their business to
either best opportunities.
According to Kotler. A companys marketing environment consists of external actors
and forces that affect the companys ability to develop and maintain successful transitions
and relationships with its target customers. It may be appreciated that marketing
environment is comprised of uncontrollable factors and forces that have an impact on
the companys marketing effort.
Company
Suppliers
Marketing intermediaries
Customers
Competitors
Public
a) Company :
28
The first actor of micro-environment is the company itself. The nature of business
of a company will greatly affect its functioning. The mission and objectives of a
company, and the top managements business philosophy will have a direct
bearing on the marketing strategies of company e.g. if a company is into
manufacturing industry, its marketing activities will be different from a company
in the services sector.
b) Suppliers :The suppliers provide input to run a business. They can affect the company in
various ways. The marketers must keep a watch on availability and price patterns
of raw material and article components to run an enterprise. The marketing
strategies may have to be modified at a very short notice, e.g. if the price of raw
material is rising the marketers have to raise their prices. If there is less
availability of it the marketers should avoid booking very big order.
c) Marketing Intermediaries :These are the facts which keep a company promoting, selling and physically
distributing goods and services from company to their final customer/consumers
or buyers. But they may create bottlenecks in physical distribution. They may
resort to handling, undercutting and unhealthy competition which can damage the
interests of the marketers. They may not pass on the promotional schemes of a
company and thus may disrupt even the most meticulously designed marketing
plans.
d) Customers :They are the eons for whom the entire marketing is done. Their role can hardly be
underplayed because it the marketing strategies of a company are not suited to
their needs, they can be rejected out rightly. The customers may comprise of
consumers, industries, resellers, government and non-profit organizations and
international customers. The strategies will differ for each type of customers. So,
these marketing mix and promotion schemes must be suited to the needs of
customers.
e) Competitors :
In the era of globalization of business, competitors emerging as a major actor of a
companys micro-environment. The level of competition has intensified manifold
and this diverts the companies of several strengths like product differentiation and
brand images. The products are becoming homogeneous and their life cycles are
becoming shorter and shorter. This calls for rapidly changing the strategies of
companies. It may be appreciated that by increased product proliferation, the
competitions has set in at various levels such as desire competition, generic
competition, form competition and brand competition.
f) Publics :A public is any group that has actual or potential interest in or impact on a
companys ability to achieve its objectives. It can facilitate or impede a
29
companys ability its goals. So, a successful relations with the public has to be
manage to ensure success of the marketing activities.
Demographic Environment
Economic Environment
Technological Environment
Political / Legal Environment
Socio/Cultural Environment
a) Demographic Environment :The size of the population, its geographical distribution, density, mobility,
trends age, distribution, birth marriage and death rates, racial, ethnic and
religious structure etc. have implications on marketing planning. For
example the size and distribution of population limits the size and
distribution of markets. The returns will be higher in densely populated
areas such as metropolitan cities as compared to population distributed
over a wide area like deserts.
b) Economic Environment :More number of people does not constitute a market. They must have
purchasing power as well. The purchasing power is dependent on factors
such as current income, prices, savings and credit availability. The
marketers have to be in a position to understand the effects of each of
these and should also be able to recognize future trends and their
repercussions in marketing planning. For example, in light of South East
Asian crises, several companies postponed their expansion plans in the
area. The focus shifted from luxury items to const efficient products.
c) Physical Environment :The physical environment can be source of both opportunities as well as
threats to the business. This can be creating scarcities as well as
availability of resources which can affect business. For example in India, a
good monsoon means good agricultural produce. This means higher
income of large section of society and hence better opportunity for
marketers to induce customers to purchase.
d) Technological Environment :The present age is an ear of the technological revolution. The world is
changing at a very fast pace. The companies have to keep pace with this
change. For example, the change is evident in electronics industry where
the models become obsolete very soon. This calls for a lot of investment in
R&D. The marketers have to price their products accordingly.
30
e) Political Environment :The political environment and legal development have a tremendous
impact on marketing decisions. The political and legal environment is
comprised of laws affecting business, government agencies and pressure
group that influence and constrain various organizations and individuals in
society. A wide range of laws affects business of and marketing activity
and marketers have to comply with them. The product, price, etc, have to
be in compliance with prevailing laws, conventions and practices. For
example, the NGOs working on environment protection have a persuaded
several state governments to impose a ban on use of polythene bags as
packaging material. The marketers will have to resort to alternatives
means of packing their products.
f) Socio/Cultural Environment :The socio cultural forces affect marketing decisions in several ways. The
beliefs of people, their values and norms have to be always considered.
The core cultural values must be identified and also their modifications at
the level of subcultures must be studied. These get affected by secondary
cultural values and also change over a period of time. The marketers can
design their products and promotion campaigns keeping these in mind.
31
Internal.
External.
Both of above.
None of above.
Age.
Economic conditions.
Sex.
None of above.
d) All of above.
Suppliers
Economic environment.
Market intermediaries.
Customers.
9.Competition includes:a)
b)
c)
d)
Desire.
Generic.
Form.
All of above.
10.Environment means:a)
b)
c)
d)
33
CHAPTER-III
MARKET SEGMENTATION
Contents:
3.1
3.2
3.3
3.4
3.5
3.6
Marketing Segmentation
Objectives of marketing segmentation
Requirement for effective segmentation
Basis of Market Segmentation
Marketing strategies
Product Differentiation and Marketing Segmentation
34
People have different needs and values, therefore, a marketer cant serve all customers in
a broad market such as automobiles or soft drinks. This all happens because consumer is
unique in one respect that he is not like others in some respects. The customers are too
numerous and diverse in their buying requirements. The marketers needs to identify the
market segments that is can serve more effectively. A marketer must define his target
market. According to Philip Kotler target marketing requires marketers to take three
major steps:
(i)
Identify and profile distinct groups of buyers.
(ii)
Select one or more market segments.
(iii) Establish and communicate the products benefits in the market.
3.1 MEANING
Market Segment is a meaningful buyer group similar wants. It is the portion of the market
designed on the basis of same features of people it covers. Thus, market segment includes
buyer group with similar wants, purchasing power, geographic location or buying habits.
Market Segmentation is the process of dividing a potential market into distinct submarkets of buyers with homogeneous needs and characteristics. It is the process of
dividing the market in order to conquer them. It is identify the groups of buyers on the
basis of difference in their desires and requirements.
The strategy of market segmentation involves the development of two or more different
marketing programmes for a given product or a service with each marketing programme
aimed at a different grouping of individuals.
35
DEFINITIONS
5. Increase in Competition :
There is cut-throat competition in the market. Every manufacturer wants to attract
more number of buyers. The marketers are adopting modern concept of marketing
that is consumer oriented, therefore it is needed to lister consumers. Market
segmentation helps in this process because it provides a definite consumer group and
a definite product.
37
Today it is not possible to serve entire market with a single brand and the market
segmentation becomes inevitable for marketing strategy. A marketer receives the
following advantages of the market segmentation :-
Mass Marketing.
Product Variety Marketing.
Target Marketing
Micro Marketing.
Customised Marketing.
Personalised Marketing.
1. Mass Marketing :
Mass marketing means providing the same product and applying the same marketing
mix to all consumers assuming that there is no difference among consumers in terms
of their needs. A marketer affect standardized products to all.
Features :(i)
(ii)
(iii)
(iv)
(v)
2. Product-Variety Marketing :
Under this marketing, a marketer provides different designs, colour, shapes in his
product accoroding to the needs and wants of consumers of different segments.
Different strategies are adopted to satisfy the consumers.
38
Features :(i)
(ii)
(iii)
(iv)
(v)
3. Target Marketing :
Under this marketing, different segments are to be formulated. Target market means a
group of potential buyers of a product, service or idea. Modern Marketing concept is
based on target marketing.
Features :(i)
Total market is divided into different segments.
(ii)
Different products for different segments.
(iii) Product positioning is also under the scope to target marketing.
4. Micro Marketing :
Under this marketing target market is further bifurcated and customers needs are
satisfied on a local bases. This marketing is adopted to satisfy the needs of customers
at a specified place.
I.
Geographic Segmentation :
Geographic segmentation means dividing the market into different geographical units.
That is the customers are classified on the basis of geographical areas where they reside.
National market, State market, local market and urban-rural market, denote territorial
coverage of market. Market sepgmentation can also be made on the criteria of climatic
conditions of customers areas e.g. Hot, Cold, rainy regions. Marketers may choose to
restrict their operations to a secific area, say a city, a district or state. The following are
the basis of geographical segmentation.
Region
City Size
Density of area
Climate
:
:
:
V. Multiple Segmentation :
The target market segment can be defined on more than one of the basis stated
above. Normally customers are classified in terms of their age, sex, income and
40
1.
This strategy lays emphasis on one product and formulates only one marketing
programme. It focuses on what is common in the needs of people. It tries to attract large
number of buyers with its product and marketing programme. Firm does not segment its
market under this strategy. The company focuses on the centre of the target market to get
maximum advantage. This strategy is helpful in reducing cost. It relies heavily on product
differentiation to protect itself from competition, mass advertising etc.
41
The best example can be of cigarettes, wrapped in a white paper and Coca-Cola company
sells coke, Limca, Thums up and does not distinguish the target audience.
Merits :(i)
(ii)
(iii)
(iv)
(v)
(vi)
Demerits :(i)
(ii)
(iii)
2. Differentiated Marketing Strategy :Under this strategy, a firm operates in different segments of the market. A marketer
designs separate products and marketing programmes for each. Market research is
conducted to know the consumers needs. Different products are offered to increase the
sale. This strategy is also helpful in expanding the market.
Features :(i)
(ii)
(iii)
(iv)
(v)
Merits :(i)
(ii)
(iii)
(iv)
Customer oriented.
Increased Sale.
Products according to the needs of the segment.
More suitable for common usage products.
Demerits :(i)
(ii)
(iii)
3. Concentrated Marketing Strategy :Under this strategy the marketer focuses on certain areas of market. It follows one
product-one segment strategy. This strategy the small companies to establish in the
market. According to Philip Kotler, Instead of going after a small share of a large
market, the firm goes after a large of one or a few sub-markets. But another way instead
of spreading itself this in many parts of the market, it concentrates its forces to gain a
good market position in a few areas.
This stragey is useful when firms resources are limited. It focuses to gain good market
position.
For example Philip Kotler has specialized in Marketing.
Features :(i)
(ii)
(iii)
(iv)
Customer oriented.
One product one segment.
Attract large number of buyers.
One marketing mix for one segment.
Advantages :(i)
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
Demerits :(i)
(ii)
(iii)
(iv)
Risky strategy.
Restricts the growth opportunities.
Increase in Competition.
It neglects other segments that are otherwise profitable.
After discussing the implications of the three marketing strategies, the next step is to
select an ideal segmentation strategy. While selecting s strategy, the following points
should be considered (given by Professor R Willam Kotraba).
1.
Company resources :
A company selects the strategy according to its financial resources. Firms with limited
financial resources will go for concentrated marketing. On the other hand strong financial
position permits the firms to adopt either differentiated or undifferentiated marketing.
2.
Product Homogeneity :
Some products are homogeneous. All consumers have same perception of these products.
For example salt, fruits etc. A marketer can adopt undifferentiated marketing strategy for
such products. On the other hand, some products are heterogeneous. For example
automobiles, TV, cameras etc. a marketer can adopt differentiated marketing strategy for
such products.
3.
Product Life Cycle generally has four stages. Introduction, growth, maturity and decline.
When a product is in introduction stage, the firm wants to create primary demand,
therefore undifferentiated strategy is more suitable strategy. As the product moves
towards the other stages, the firm tries to increase sale, at the stage of maturity, the firm
should adopt differentiated marketing strategy.
4.
Market Homogeneity :
Market homogeneity means the degree to which the consumers are alike in their
preferences, tastes, desires etc. in such case, undifferentiated marketing is suitable. On
the other hand, differentiated or concentrated marketing is more suitable in heterogeneous
markets.
5.
A marketer should consider competitors marketing strategy while adopting strategy for
his segments. When competitors are active, differentiated marketing is more suitable. On
the other hand, when the competitors are adopting undifferentiated marketing strategies, a
firm can gain by adopting undifferentiated marketing.
6.
Government Policy :
Government Policy has the impact on the selection of marketing strategy. Government
frame the policies to protect the interests of the masses. A marketer has to follows the
guidelines given by the Government.
Finally, it is clear that no particular strategy is superior to others. The selection of ideal
strategy totally depends upon some factors. In a changed environment. The marketing
strategy has be changed.
44
Market Segmentation
Its objective is to provide
product to limited market.
It is customer-oriented.
It means to adjust supply to
demand.
Product differentiation
It gives birth to extensive
markets.
It is product oriented
It means to adjust demand to
supply.
45
Market positioning.
Mass marketing.
Market segmentation.
Target marketing.
2.The requirements for effective segmentation should have all the following
except:a)
b)
c)
d)
Measurable.
Substantial.
Accessible.
Rationality.
Purchasing power.
Geographical location.
Buying attitude.
All of above.
Sub groups.
Segments.
Portions.
Off shouts
Product cost.
Production cost.
Promotion cost.
All of above.
Undifferentiated marketing.
Differentiated marketing.
Concentrated marketing.
None of above.
a)
b)
c)
d)
Age.
Area.
Life styles.
Benefits.
Attitude.
Personality.
Life style.
All of above.
47
CHAPTER-IV
MARKETING OF SERVICES
Contents:
4.1
4.2
4.3
4.4
48
4.1 Services are usually offered along with physical goods. The services component can
be minor or major part of the product. However, in case of services marketing, although
supporting goods are required, yet services are the major object of a transaction.
Customers buy the services provided by physical product that satisfy certain wants and
not physical product itself.
According to W.J.Stanton, Services are identifiable, intangible activities that are
the main object of a transaction designed to provide want satisfaction to customers. To
produce a service may or may not require the use of tangible goods.
According to Philip Kotler, a service is any act or performance that one partly
can offer to another that is essential intangible and doesnot result in ownership of
anything. Its production may or may not be tied to a physical product.
Intangibility
Inseparability
Heterogeneity
Perishability
Intangibility:- Services cannot be seen or tasted like the physical products before they
are purchased. This can cause lack of confidence and uncertainty on the part of consumer.
to overcome this, consumers tend to look for evidence of quality and other attributes in
the people, place, communication, equipment, material etc. in providing the service. For
example, consumers tend to look for evidence of quality in the dcor and surroundings of
the beauty saloon or from the qualifications and professional standing of the consultant.
Inseparability:- In contrast to physical goods which are sold away from the place of
manufacturing after sometime , service cannot be separated from the creator or the seller
of the service. This means that service provider become an integral part of service itself.
A doctor has to be available personally to provide service to its patient.
49
down to reduce the role of the human element and ensure maximum efficiency. This can
give rise to concern about service quality.
Perishability:- Services are perishable; they cannot be stored. For example, due to any
reason a few seats remain empty on a train, or a theatre cancels a particular live show that
particular service opportunity is lost forever. The Perishability of services is not a
problem when demand is steady because it is easy to staff the service in advance.
50
Transport services:- The most industrial units needs the services of transport
providers to make their goods and services available to the ultimate
consumers. It includes providing services like providing of trucks, carts,
ships and airlines etc.
Manpower selection and training:- There are many agencies that perform
crucial task of selecting and training the manpower required by various
companies so that each individual company need not perform this work.
The augmented service:- Making the service better in some way is the means by
which service providers differentiate their offering in an attempt to influence
customer choice. Extra features, over and above the expected service,can be
added to make the service more attractive to prospective consumers.
PRICE:- Pricing decisions for services are particularly important given the intangible
nature of the product. Pricing decisions are significant in determining the value for the
customer and play a role in the building of an image for the service. Price always gives a
perception of quality of the service that is likely to be provided.
Many factors influence the price which is ultimately charged for the service. The
type of organisation, the structure of the market, prices charged by the competitors, cost
of producing the service etc may have an impact on pricing decisions.
handling consumer contact. A consumer judges the quality not on the basis of technical
quality of the product services package but more so by its functional quality.
Internal marketing:- It implies that the service enterprise should train effectively
and motivate its employees and all the supporting service personnel to work as a team to
provide customer satisfaction in the first place and consumer delight in its broader
perspective. In this sense a service organisation employees are essentially the contact
personal with the customers. Therefore, it is not the one man show but an exercise of
every employee to support and strengthen the programme of service selling. It was
Christian Gronross who said, internal marketing should be broader than traditional
marketing and should be viewed as a managerial philosophy.
54
Mass marketing
Marketing of services
Marketing of products
Target marketing
Two
Seven
Three
Ten
Quality control
Physical ownership
Product specification
Consistency
People based
Service provided on one to one basis
Customized service
All of above
55
8. The extended marketing mix for services has been developed on the
basis of:a) Scientific analysis of actual decision made by services marketing
managers.
b) Need for realistic framework for analysis
c) Intuition
d) Need to incorporate service quality as a core element of marketing mix.
Outcomes
Processes
Quality of personal
Waiting time
56
CHAPTER V
PRODUCT PLANNING
Contents:
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
57
Product Planning includes two words product and planning. Product means the
utilities provided to consumers according to their needs which satisfy them. Planning
answers the basic questions as what? how much? when? where? why? and so on.
Product planning, therefore, means a technique applied to he creation, development and
marketing of new products on a planned basis to maximize profitability. It is that plan
which matches the products of the company to the requirements of consumers.
In a nutshell, produt planning is the systematic determination of the manufacturers
product line. Adjustment of products to meet the needs of market is product planning.
Product planning embraces all activities which enables producers and middlemen to
determine what should constitute a companys line of products.
-William J. Stanton
1.
Product Innovation :
2.
Product Diversification :
Product diversification means stretching breadth and length of product mix by adding
new items or product lines. It is the management policy to earn business and profits from
a number of sources. These additional sources or product lines may have link with the
companys existing products or may be totally unrelated. For example HMT, originally a
Machine Tool manufacturing unit, had gone into new lines like wrist watches, bulbs and
tubes, electric lamp components. Diversification is a strategy for growth and survival in
his highly complex marketing environment. There is immense truth in the saying
diversify or Die.
3.
Product Standardisation :
Goods are sold different way by inspection, by sample, or by description. If goods are
standardized, it is possible to sell them by sample or description. This simplifies purchase
and sale of goods.
Standardisation reduces cost of marketing. It helps consumers to select good quality
products because consumer will select from limited variety.
4.
Product elimination :
58
1.
Consumer is supposed to be the king of market. Product planning includes research and
identifies consumers tastes, preferences, likes and dislikes. A marketer produces
products according to the market with the help of Product Planning.
2.
Product Planning includes the important decisions like Product innovation, Product
standardization and Product elimination. By product elimination, only viable products are
available for consumers.
3.
Every firm has its own strengths and weaknesses. Through product planning, a marketer
tries to improve them. It helps in making a successful marketing programme and
marketing mix.
4.
5.
6.
In product planning, a market decides about the price policy, distribution policy and
promotion policy. Though efficient promotion policy, a marketer is able to convenience
consumers to purchase his product. It increases the sale of firm.
7.
1.
Product variety:
First of all the manufacturer has to decide whether he should produce to satisfy demands
for all variety of products existing in the market or he should attempt to meet demands of
a limited variety of products only.
2.
Product quality:
Many manufacturers prefer to restrict their offer to a single quality. This may be high
quality meant for high income groups or of average quality or market quality designed to
sell at a standard market price. The quality of a product depends upon market conditions,
objectives and resources of the manufacturer.
3.
Product colour :
Colour of the product should be chosen carefully. Nowadays, consumers are influenced
by colours. They choose that colour of the product which is matched with their
personality and lifestyle. Every colour has its own significance. They are related with
health, faith, religion. For example white is considered colour of peace while pink
indicates love. Therefore consumers are very selective in choosing products.
4.
Product size :
Due to change in society pattern, the consumers prefer those products which are available
in different sizes that is small, medium or large. The consumers purchase products
according to their convenience. The size of a product depends on the nature of product,
resources, competitive products size, transport facility, packaging etc. Therefore, size
decision should be taken after considering the above factors.
5.
Product diversification :
Diversification of product lives refers to the practice followed by a seller to add new
product to the line of products presently handled by him. Diversification is important to
minimize the risk arising out the changes in fashions and consumers tastes. New
technological development also brings into existence new products. Diversification is
also to expand the activities of the firm.
6.
Product simplification :
60
7.
Product positioning :
8.
Product branding :
9.
Product grading :
By grading we mean the act of separating or sorting out the goods according to the
established standards to determine their grade. Established standards may be based on
weight, size, strength, soundness, taste, colour or appearance and such other
characteristics of goods.
10.
Product Label :
The label is an important feature of a product. It is that part of a product which contains
information about the producer of the product. A label may be a tag attached directly to
the product. It is use to communicate brand, grade and other information about the
product.
11.
Product Package :
12.
Product uses :
A marketer must explore new uses of a product. It helps in increasing the demand of the
product. For example Dabur Honey can be used in various ways.
13.
After-Sales Service :
61
Once the product has crossed the seller, it is the buyer who uses the physical product. It is
possible that the physical product does not perform as expected because of some
mechanical, technical or other defect. So a marketer should provide after-sale service to
his buyers. For example Guarantee, Warrantee etc.
5.4PRODUCT DEVELOPMENT
MEANING
Product development includes a number of decisions such as what to produce, how to
have its packaging, how to fix its price and how to sell it ? it is the responsibility of
production department to develop and produce products on the advice of marketing
department. Product development is concerned with the development and
commercialization of products. The work of product planning and development is
performed by marketing department.
DEFINITIONS
1.
62
1.
2.
3.
1.
2.
3.
Extends the Product Life cycle : Every product has it own product life cycle.
Product life cycle has four stages-introduction, growth, maturity and decline. In
maturity stage, the sales of the firm are maximum. To extend the period of his
stage, a producer takes the help of product development. Product requires
modifications in this stage.
4.
5.
6.
63
PRODUCT IDENTIFICATION
Product identification includes the marketing activities which helps in identification of
products. Products are presented to consumers never in the natural form. Rather they are
packed. Labeling and branding are the important marketing activities which differentiate
the products of one manufacturer from the other. These activities make product
identification easy. The consumers like those products which comes in package with
brand name. They prefer guaranteed products. Labeled products are also their choice
because label gives its contents, uses and instructions.
Thus, a marketer adopts these techniques to make identity of his product. There are
mainly three techniques of Product Identification which are summarize as under :Product Identification
A
Branding
B
Packaging
C
Labeling
DEFINITIONS
1.
All trademarks are brands and thus include the words, letters or numbers which
may be pronounced ; they may also include a pictorial design.
-William J Stanton
2.
BRAND NAME
It is a part of brand which can be vocalized i.e. utterable e.g. Cinthol, Moti, LG, Sony etc.
It can be a combination of letters, words or numbers. For example Hamam, Bisleri,
Nirma etc .
BRAND MARK
It is a part of brand which can not be uttered, but can be recognized such as symbol,
design, colouring or lettering for example logo of Philips, eye on Bajaj electrical, Anchor
on electric switches etc.
TRADE MARK
It is brand name or mark registered under law for protection against its copying or
imitation. It enjoys legal protection against misuse by competitors.
According to the American Marketing Association, A trademark is a brand or part of a
brand that is given legal protection. It protects the sellers exclusive rights to use the
brand name or brand mark.
MERITS OF BRANDING:1. Merits to Manufacturers: Product get individuality:- For any product, there are many
competitiors, though ours is the first company to introduce the product.
The product, if branded will has its own personality standing out rest of all
competitors.
2. MERITS TO CONSUMERS:
Brand stands for quality:- When consumers are buying the products,
they are selective as certain brands as it symbolizes lises the quality
standards. Unbranded products to have quality but no assurance as greedy
producers may say something and pass on spurious stuff to consumers.
66
ready made garments, shoes etc. to what class the consumer belongs, it
reflects the quality of life.
a spelling mistake proves fatal to the users. That is why, druggist and chemists are
having qualified pharmacists in the pharmacies.
3. To incurs self service: A label is a strong sales tool that encourages self
service operations. if the customers are supplied with necessary information of the
contents of the package or the container, as its contents, weight, use, price, taxes,
instruction and so on, consumers can pick the package off their choice from shop
shelves. Thus labeling has a special role to play in self selling units.
Standard definitions:
In the words of Professer Williams Stanton, packaging is the general group of
activates in designing of container or wrapper for the product.
Package design is the unique combination of colors, graphics and symbols to
distinguishing the product.
According to Professor Philip Kotler, Packaging is an activity which is concerned
with the Protection, economy, convenience and promotional considerations.
OBJECTIVES OF PACKAGING:
Product Protection
Product Identification
Product Convenience
Product Promotion
Product Profit Generation
such as dust, dirt, watering, evaporation etc. The intrinsic values or qualities of
the product are to be maintained intact.
ROLE/FUNCTIONS OF PACKAGING:1.
2.
3.
4.
5.
6.
7.
69
PACKING STRATEGIES:
Reuse packing stategy:- It is the strategy wherein the manufacturers offer their
products in such packing which can be reused after consumption of the contents
of the same. Maltova food drink was offered in a glass jar which can be used as
a tumbler. Amul butter is presented in a jar which can be reused.
70
1. Consumer and industrial products: Consumer products are those which are
meant for the consumption or final use of consumer or households. These are the
products which are used without further commercial processing. In the other
words, consumer goods are meant for personal and non business use. On the other
hand, industrial goods are those which are used by business buyer as input for
further commercial processing. Thus, shampoo, biscuits, watches are consumer
goods while raw material, spare-parts, supplies and equipments or machinery are
industrial products.
1. The continuum: This classification spots all the products along the continuum
with two basic characteristics at each end of the continuum. Accordingly any
71
product falling between these two ends some combinations of these two basic
types.
MEANING OF PLC
The product life-cycle is a conceptual representation. The concept of product life cycle
highlights that sooner or later all products die and that if management wishes to sustain
its revenues, it must replace the declining products with the new ones. Product life cycle
72
indicates that products move through the cycle of (i) introduction (ii) Growth (iii)
Maturity (iv) Decline.
Sales and profit rise till the growth stage. However in maturity stage sales rise but profits
fall.
The product Lift cycle model is one of the most encountered concepts in marketing
management. Prof. Levitt popularized the concept and Prof. C.R. wassen, B. Carty, M.
Chevalier, D.J. Luck, D.T. Kollat, J. F. Robson-furthered the original concept.
DEFINITIONS
1.
The Product Life Cycle is an attempt to recognize distinct stages in the sales
history of the product the sales histories pass through four stages, known as
introduction, growth, maturity and decline.
-Philip Kotler, Marketing Management
2.
3.
Life cycle of a product is a kin to human life cycle form several angles. Like a man
the product also takes birth, rapid growth, attains the maturity and then enters the
declining stage.
-Arch Palton
4.
The Product Life Cycle concept is the explanation of the product from its birth to
death as a product exists in different stages and in different competitive
environments.
-William J Stanton
(7) A marketer adopts different marketing strategies in different stages. For example
more advertising is done in introduction stage and Product modification is done in
maturity stage.
(8) The marketing mix also changes form stage to stage.
Introduction stage :
The first stage of a product life-cycle is the introduction stage. Under this stage prices are
relatively high and competition is very less. The sale grows at lower rate because
consumers are unaware about the product. Heavy promotional expenditures are made by
marketer. Following are the main characteristics of this stage :
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
The price of products are high because of low production and technological
problem.
The sales grow at lower rate because consumers are unaware and production
capacity of the firm is low.
There are heavy promotional expenses there are more chances of product failure in
introduction stage.
Profits are low due to less sales, high distribution cost.
High cost of production, promotion and distribution.
Existing consumers may be hesitant to try new product.
A marketer introduces limited products that is narrow product line in introduction
stage.
Market is not aware of the availability of new product.
Initial low demand keeps production below break even point.
Difficulties and delays in adjusting production schedules.
Marketing Strategies :
A marketer should adopt the following strategies :
1.
2.
3.
4.
5.
6.
7.
8.
74
Growth stage :
This is the second stage of product life cycle. As the product grows in popularity, it
moves into the second stage i.e. growth stage. In this stage competitors enter the market
and the company may have to resort to product improvement and innovation. It may
enter new market segment and try new distribution channels. The prices may remain
static or fall slightly for meeting competition. Advertising is geared to create brand
image. The following are the main features of this stage :
1. The sale grows at faster rate because of streamlined production facilities. The sales
are increased at an increasing rate.
2. The advertising expenditures are high as it moves towards brand identification.
3. Profits rise sharply because of high sale and prices. Consumers are aware about the
product.
4. There is greater incentive for the new companies to enter the market. Competitors
have the advantage of entering the market because research and development have
already been completed.
5. Wide distribution network is adopted by a marketer because there is a demand from
the every corner of market.
6. Product modifications, improvements are made because every marketer wants to
win competition and reduce price.
7. Price of product is stable or slightly reduced due to large scale economies, product
modification and competition.
Marketing Strategies :
The following strategies are adopted by a marketer :
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Maturity stage :
This is the third stage of product life cycle. As the competition becomes keen and market
gets saturated with product brands, the maturity stage sets in. in this phase of PLC, the
sales increase at a decreasing rate. The firm has to combat competition by cutting prices,
increasing promotional efforts and modifying products, markets and marketing mix.
Consequently profit will fall. Product differentiation, identification of new segments and
75
Marketing Strategies :
The following marketing strategies are adopted under maturity stage :
1. Develop new market : The company may search for new market segment or
consumers. For instance, Sunsilk shampoo was made available in small packets
for a price of Rs. 2 only so that low income group consumers may be attracted.
2. Emphasis on new uses of the same product : For example, nylon originally used
for making parachute and ropes was later developed as a fabric and now used in
typres.
3. Increase in frequency or volume of product use : This may be done by offering
quantity discounts, premiums, trade deals, discount coupons, contests and other
sales promotional tools.
4. Quality improvement : R & D efforts are made to increase product performance,
durability, reliability, speed etc. new models of colour television sets are brought
up with multichannels. Crown TV has come up with TV model with built-in
satellite receiver.
5. Product feature modification : The features of the product may be altered to
increase its safety, convenience and usefulness. For example, the design of cars or
scooters are modified often. Dry cell torch is filled with automatic chargers.
Kinetic Honda has auto starter. Khaitan fan claims to have double ball bearings.
6. Product-style innovation : Product may be presented in new colour flavours,
ingredients and packages. Rasna was made in varied flavours. Refrigerators are
brought out in different attractive colours. Surf was sold in reusable containers.
Modification in style makes the product more attractive.
7. Price slashing : If market is price-sensitive, a reduction in price may help to
improve sales-tempo. Publishers bring out cheaper paperback editions to push up
sales. Festival or Off-season low pricing is resorted to by retail organizations
or dealers for augmenting sales.
8. Customer service : The firm offers special customer services like consumer
finance, credit facilities, delivery and transportation, prior and after sales services,
maintenance, and warranty to consumers. To boost sales, Kelvinator offered 7
year warranty and gained in volumes of sales.
76
Decline stage :
In this final stage of PLC sales will drop down heavily and product or brand will go
out of market. The price will fall, profits will decline. Eventually the product line
incurs loss. Decline may occur due to technological changes, shifts in consumers
tastes, introduction of new sophisticated products, sever competition etc. Weak
products affect company reputation in market which may harm other products also. It
may create imbalanced product-mix. The important features of this stage are as under
:
1. There is rapid fall in sales because new products are available in market. People
are interested in buying new things.
2. There is fall in prices because of reduced sales. Every manufacturer wants to clear
the stock at the earliest.
3. No promotional expenses are made because consumers are not interested in
buying the product and they are aware of other better products.
4. Distribution network is reduced to the minimum with thorough rationalization.
This is an advantage as product is known for good many years.
Marketing Strategies :
The following marketing strategies adopted under decline stage.
1. A marketer may think of keeping the weak product, if there is possibility of
repositioning.
2. Marketer may reduce expenditure on promotion, advertising, R & D of weak
products.
3. No extra expenditure of efforts are made to revitalize a declining product.
4. Weak product may be discontinued and spare capacity of the firm may be used for
some other profitable product.
5. No additional feature may be added to the product.
6. Economy packs may be introduced to revive the market.
7. Moreover re-usable packages may be introduced. Attractive packaging should be
made.
8. Change in marketing mix and marketing programme.
9. Reduce the price to attact consumers. Different schemes should be offered.
10. Credit facility, easy instalment facility may be offered.
77
Introduction
Low but rising
Nil/ Negative
Negative
Hesitant/trying
resisting
Low
High
Basic
Expansion
Growth
Fast rising
Maximum
Moderate
Favourable
Maturity
Slow down
Falling
High
Loyal
Growing
Low
Improved
Penetration
Severe
Minimum
Differentiated
Defensive
Awareness
Brand Loyalty
10. Distribution
Network
Patchy
Brand
preference
Intensive
Decline
Fall
Low
Low
Not
favourable
Reducing
Minimum
Unchanged
Productivity
oriented
Clearance
Intensive
selective
PRODUCT DIFFERENTIATION
Product differentiation is a positioning that some firms rise to distinguish their products
from those of competitors. Distinction can be either real or perceived~ the main product
differentiators are features, performance, style, conformance, durability, reliability,
reparability design, etc.
1.
Features :
2.
3.
Conformance Quality: It is degree to which all the produced units are identical
and, meet the promised target specification. One of the major reasons for the high
quality, reputation enjoyed by Japanese manufacturers is that their products have
high conformance quality.
1.
2.
Idea Generation
New product ideas come from many sources. The most important are:
(a) Customers: The market concepts suggest the customer wants& needs are the
logical place to start the search for new-product idea through Surveys, projective
tests, focused groups discussion, suggestion & complaints letters from customers.
(b) Employees: Marketing personnel - advertising and marketing research
employees as well as sales people- often create, new ideas because they analyze
and are involve In the market place; Firms should encourage their employees to
submit new product ideas and reward them if their ideas are adopted.
79
(3)
(4)
Concept :1.
2.
3.
Concept Testing - concept testing calls for testing products concepts with
an appropriate group of target consumer, then getting those consumers
reactions. A word and / or picture description can suffice. It is considered
fairly good predictor to early trail and repeat purchases for the line
extension. There have also been relatively precise predictors of success of
new product.
(5)
6.
7.
Testing
After products and marketing programmes have been development. They are
usually tested in the market place. Test-marketing is the limited introduction of a
product and marketing program to determine line the reactions of potential
customers in a market situation. Test marketing allows management to evaluate
alternative strategies and to assess how well the various aspects of the marketing
81
mix fit together. Cities chosen as test sites should reflect market conditions in me
new
product's projected market area. Researcher should find locations where the
demographics and purchasing habits mirror the overall market. But test marketing
is relatively too expensive. .
.
Stimulated Marketing Test :
Alternatives to test markets and it is even cheaper also Simulated market test is
presentation of advertising and other promotional materials for several products,
including a test product, to members of the product's target market. These people
are then taken to shop at a mock or real store where their purchases are recorded.
Shopper behaviour - including repeat purchasing, is monitored to assess the
product's likely ... performance under the market ,conditions.
9. Commercialisation
The final stage in the new product development process it commercialization. ln
this stage full scale product and marketing programmes are planned and, finally,
implemented. Upto this point in development, management has virtually complete
control over the product. Once the product is born and enters its life cycle,
however the external competitive environment becomes a major determinant of its
destiny.
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Introduction.
Growth.
Maturity.
All of above.
Idea generation.
Test marketing.
Commercialization.
Product development.
Internal sources
External sources.
Both of above.
None of above.
Test marketing.
Commercialization.
Selling.
Marketing.
Branding.
Packing.
Labeling.
None of above.
83
8.Labeling means:a)
b)
c)
d)
9.The services provided by producer after the sale of the product is called:a)
b)
c)
d)
Product protection.
Product identification.
Product convenience.
All of above.
84
CHAPTERVI
PRICING DECISIONS
Contents:
6.1
6.2
6.3
6.4
6.5
85
2.
3.
4.
5.
6.
Other advantages :
a. Price is a powerful force in attracting the attention of buyers and
increasing sales.
b. Promotion and advertisement of a product depends on its price.
86
Internal Factors
External Factors
Internal Factors:
Internal factors are those which are well within the control of the
company.
1.
fixation. Majority of the firms uses cost plus or target pricing method for price
fixation. Actually it is not only the cost but the plus factors which determine the
prices. Whatever may be cost of production, the price is one at which the seller is
prepared to sell buyer is prepared to buy.
3.
mix and therefore, must be coordinated with the other elements :production,
promotion and distribution. Any change in price will have an immediate effect on
other three elements.
4.
the organisation. It is the top management which generally has full authority over
pricing. The top management sets the guidelines with in which the price is to be
administered and determine the price range while the actual price is dealt at lower
level.
6.
life cycle. As the product follows a number of stages i.e. introduction, growth,
maturity, saturation and decline.
87
External factors
External factors are those which are generally beyond the control of the company.
These factors also play an important role in deciding the price of a product.
1.
2.
3.
4.
5.
6.
7.
88
8.
Suppliers: If the suppliers raise the price, it will lead the manufacturer to
increase the price of the product, which will ultimately affect the
consumer.
9.
10.
2. Target return on investment: Pricing for profit is the most logical price
objective. Pricing to attain predetermined profit involves the establishment of
specific profit goals either as a percentage of sales or a R. O. I. Or R. O. A. M.
(return of assets managed). Price decisions based on investment return are
becoming very common both in private and public sector undertakings, these
days.
3. Market share: A market share price objective can be either to maintain the
market share to increase it or sometimes to decrease it. The company uses the
price as an input to enjoy a target market share. Target market share means that
portion of the industry sale which is company aspire to attain. This market share
is normally expressed as a percentage of a total industry share. Price is typically
one of the most important variable in improving or maintaining market share.
major claim on a companys cash reserves. Today the marketing world has
changed drastically. The rapid extension of new product research and
decentralised distribution net-works and the explosions of aggressive selling have
made it necessary to commit sums of money to marketing.
5. Price and profit stabilisation: Stabilising prices and profit can be a long term
objective of a firm. Fluctuating prices having fluctuating profits bringing into play
unwanted forces affecting the firms economic health and status in market place.
Stabilisation of prices and margins is more in critical industries where oligopoly
prevails.
9. Maintaining the image: Every company has a identity from the moment it
opens its doors. It is an identity representing what it has done to convey the
public. It is the sum total of the impression that the people have about the firm. It
is about its product packages-trademarks-brand names-employees-graphics the
marketing programme and the like. This images is deeply influenced by how the
company handles the delicate and sharp weapon of pricing.
90
A. Cost based pricing methods: cost establish the floor for the possible price
range and there are two commonly used cost oriented pricing methods to set
the product prices. These are(1) cost plus pricing and(2) target return pricing.
1. Cost plus pricing method: Cost plus or mark up pricing involves
simply adding a percentage of the cost to arrive at the price. There is slight
difference between cost plus and mark up pricing. Mark up pricing is an
addition of profit calculated as a percentage of sales rather than as a
percentage of cost. In the final analysis, the amount of profit will be the
same through the percentage of profit differs on cost and on sales.
2. Target return pricing: It is another very popular cost oriented method
followed by good many manufacturers. It is based on the breakeven
analysis. It sets the prices at a desired percentage return over and above
the breakeven point thus, the cost of producing and offering the goods for
sale are determined and a target percentage return is than added to these
cost at a given standard output level. Since. Total revenue to be generated
includes costs and profits it is easier to find unit selling price by dividing
the total sales revenue by total output or input level.
job. The net effect of the two opposite pulls can be well described in terms
of expected profit of a particular bid.
2. Perceived value pricing: Of late, good many firms are setting their
product prices on the basis of perceived value of a product. It is buyers
perception of value and not the sellers cost which is the key to the product
pricing. The prices setter use non-price variables in marketing mix to build
up perceived value in the buyers minds and prices is set to capture the
perceived value. This approach fits well within the thinking of product
positioning.
Zonal Price Policy:- It is under which the firm divides its markets into
zones and quotes uniform prices to all buyers located in the identified
zone. The price quoted will differ from zone to zone rather than a single
price all over the country. The price arrived at is the addition of average
transportation costs to the basic price.
3. Price Differential Price Policy:- The price policies that involve price
differentials are those the pricing firm accepts the gap between the price quoted to
the consumers or dealers and the actual price charged. Thus, price differential
represents the differences between the price quoted and the price charged to the
buyer. it means that the final price will be less than the quoted price. but there
may be price hike too. The forms of price differentials are:Discounts
Rebates
Premium
1.Discounts:- Discount is the price differential that reduces the quoted price so that
the buyer pays much less than the quoted price. Discount is an allowance made to the
buyers in consideration on marketing service rendered. Discount can be of three types
namely,
a) Trade discount
b) Quantity discount
c) Cash discount
Trade discount is the deduction allowed of the quoted price with reference to specific
position enjoyed by the buyers in the channel of distribution. The aim is to compensate
the intermediaries of the distribution channel for their valuable service rendered. It is a
percentage deduction of the quoted price.
Quantity discount is the deduction allowed off the quoted price to the buyers on the basis
of quantity bought. It is generally allowed on the aggregate of all or specific classes of
product purchases measured in rupee value or physical units or in terms of purchase at
time or purchase over a period of time or beyond a specific floor volume.
Cash discount is the deduction from the invoice price granted to all those who clear their
bills within the desired dead-line. It is a reward to the buyer for timely or prompt
payment of the amount due. The cash discount rates are based on the prevailing rates in
the market at a given point of time.
94
2.Premiums:- All the earlier four point were those that reduced the net price
payable by the buyer. However, at times, opposite is also true. There are occasions
where the actual price paid will be higher than the quoted price. Thus, consumer
durable manufacturing units can add premium to the price quoted for one reason or
the other. It does not mean that discounts are not given. Even after enjoying
discounts, the prices paid might be higher. It is not that all companies resort to this
premium adding. Thus a Tractor or Fridge are likely to ass extra say warrantees,
special after sale services, extra durability and so on.
3.Rebates:- Rebate is a deduction of the quoted price. Many a times, the buyers
suffer loss of value satisfaction caused by certain factors. The causes of such
dissatisfaction may be defective goods delivered, delays caused in delivery, goods
damaged in transit, possible deterioration in quality on the shelves. In order to
accommodate these genuine claims, concessions are given in the form of rebates.
4. Leader Price Policy:- Leader pricing is one where the firm in the industry initiates
the price charged and these price changes are so effective that other firms follow suit. It is
the one of price approximation by the followers to that of initiator in the industry. In
market jargon the former is called as price followers and the later as price leader. It is
based on the principle that there is some truth and wisdom in following the established
and giant units.
6.New Product Pricing Policy:- In case of new products, there can be two possible
price policies:
Skimming Price Policy
Penetrating Price Policy
Skimming Price Policy:- It sets the high initial price to first profit from price inelastic
consumers, and then successively lowering the prices, often used under competitive
conditions, to the level that more price sensitive customers are willing to pay. It sets
introductory prices at high levels relative to costs to skim the cream off the market. As
there is no immediate competition and there are price elastic customers, the firm finds it
easier and safer to set initial new product price as high as possible relative to costs and to
lower the prices gradually as the market conditions dictate.
95
Penetrating price Policy:- It is an attempt to set new product prices low relative to
costs. It involves setting how initial price to establish market share, pre-empt the
competitors and/ or to capitalize production economies. By setting low initial prices, the
competitors are kept away and this makes possible for the firm to enlarge its share by
generating larger sales volume.
3.------------------ is price policy wherein all the buyers are charged similar
purchase price under similar conditions of sale:
a) Variable price policy
b) Non variable price policy
c) Single price policy
d) Uniform delivered price policy
7. The deduction given to persons who clear their bills within deadline is
called:
a) Trade discount
b) Premium
c) Cash discount
d) Rebate
a) Decrease in price
b) Increase in price
c) No effect
d) None of above
98
CHAPTER VII
PROMOTION MIX
Contents:
7.1
7.2
7.3
7.4
Personal Selling
Sales Promotion
Advertising
Public Relations
99
DEFINITIONS:
According to American Marketing Association, Personal selling is the oral presentation
in conversation with one or more prospective purchasers for the purpose of making
sales.
According to Blake, Salesmanship consists of winning the buyers confidence for the
sellers house and goods thereby the regular and permanent customer.
Where the company is not able to identify and use non personal methods
of selling.
Where the company thinks that it does well with personal selling as
compared to any other alternative.
METHODS OF PERSONAL SELLING:1. Selling across the table:- This is the selling method under which the
companys salesman negotiates the sales across the table by inviting the
prospective buyer either in companys premises or at any other specified place
especially hotels. This method is generally used in long term, high value
transactiouns that establish relatively long term buyer-supplier relationship. The
best example of this type is the supply of industrial products.
2. Selling at the doorstep:- Under this method sales is done by the companys
salesman by personally visiting the houses of the prospective customers and
explore the possibilities of making sales of their product.
101
4. Tender selling:- It is the method of sales under which the company invites the
tenders from the prospective buyers through an advertisement requesting them to
submit their offer of purchase in respect of particular product or service. The
company sells the product to that person who gives the most profitable price and
meets the companys conditions regarding sales.
5. Selling at the counter:- Under this method, the salesman of the company does
not go to the prospective customer, but it is the buyer who visit the salesman at
the shop to purchase a product or service. The salesman available at the counter
attends the customer, give the demonstration of the product, helps the customer in
making up his mind to purchase the product. This is the most common method of
making sales.
THE PROCESS OF PERSONAL SELLING:Selling process is the sequence of steps involved in the conversion of human
desires into demand for a product or service. These steps are:1.
2.
3.
4.
5.
Prospecting
Pre-approach
Approach
Presentation and demonstration
Overcoming objections
102
6. Closing:- the success in the earlier stages will lead to the last stage of closing the
sale. Closing sale is to persuade the prospects to act right now than postponing the
sale. It is in this stage that prospects is turned into customer, desire into demand.
STANDARD DEFINITIONS:American Marketing Association those marketing activities other than personal
selling, advertising and publicity that stimulate consumer purchasing and dealer
effectiveness such as display, shows and exhibitions, demonstrations and various
non- recurrent selling effort in the ordinary routine.
Mr. Christian Peterson, Sales-Promotion is the achievement of short
term marketing objectives by schematic means.
Mr. L.K. Johnson, Sales-Promotion consists of all those activities whose purpose
is to supplement, co-ordinate and make more effective efforts of the sales-force, of
the advertising department, and of the distribution and to increase sales otherwise
stimulate consumers to make greater initiative in buying.
103
SALES-PROMOTION OBJECTIVES:Objectives
Alternative Programmers
1. Inquiries
2. Product trails
3. Repurchase
4. Traffic-Building
5. Inventory-Build
Ing.
6. Promotional
support
SALES PROMOTION TOOLS:A. DEALER PROMOTIONS:The term dealer is used here to include the retailers, wholesalers and distributors.
The dealer promotions are of three types- namely, dealer loaders, dealer coupons
and point of purchase promotion.
1. Dealer loaders:Dealer loader is the premium offered to dealers tied with the quantity of
purchases. Dealer-loader offers, perhaps among the best sales promotion tactics
designed to sell in order to get the traders to stock greater quantities at specific
times. The dealers co-operation is sought to load them with stocks.There can be
three basic loader schemes:-
104
Price deals: under price deals for dealers, special discounts are offered over and
above the regular discounts agreed upon between the dealers and the company. For
example, if the regular discount is Rs. 5.00 per case, dealers may be given Rs. 6.00
per case that is rupee 1.00 extra per case.
Gift-novelties: Many a times the marketing prefers to give away attractive and
useful articles as presents to the dealers against the orders placed. These Giftnovelties can be transistors, radio sets, clocks, watches, cupboards, chairs, tables,
cash-boxes, lamps, steel utensil, lemon and lunch sets dress material and the like.
2. Dealer coupons:
A coupon is simply a document that entitles the holder certain stated concessions.
The function is to serve as inducement to the dealers to stock the said item or items.
That way it is very simple. A marketing company places coupons in bulk pack or
packs and exchanges them for gift merchandise listed in a catalogue.
B. CONSUMER PROMOTIONS:-
105
Consumer promotions are the customer incentive plans to induce them to buy more.
A customer premium plan can be best described as an article of merchandise
offered to the consumer as an incentive to buy more and more regularly over a short
span .
2. Conditional Consumer Offers: it includes:a) Coupon Premium Plan: under this plan, the consumers are to save
coupons usually issued as a part of product package. Premium is
given a way in exchange of the coupons.
106
C. SALES-FORCE PROMOTION:
a) Bonus to sales force: bonus is the extra payment made for those who cross
the sales quota set for a specified period. This help both the company and
sales force as they both benefit by increased sales.
Sales contest: sales contests are declared to stimulate the sales force to double or multiply
their sales over a stipulate period of time with the prizes going to top performers.
7.3 ADVERTISING
Advertising is the business of people, for the people and by the people. Advertising is
important and can help make firms and brands leaders in the market provided they have
just the products and services that the market requires. Advertising has become so
integral part of our life and society that we cant imagine any event, newspaper,
magazine, TV serial, Cinema etc. without advertising. Advertising is a vital marketing
tool as well as powerful communication medium. The basic objective of any
advertisement is to stimulate sales, direct or indirect by trying to make tall claims about
product performance.
The term advertising is derived from the original Latin word advertere which means
to turn the attention. The dictionary meaning of the advertising is to announce publicly or
to give public notice. Advertising is used for communicating business information to the
present and prospective customers. It provides information about the advertising firm,
features of its products, qualities, place of availability of its product, different schemes
offered, benefits of using its product etc. Advertising is important for both buyers and
sellers. Advertising influences consumer attitudes and buying behaviour. Advertisement
helps in increasing product-awareness, preferences, share of market and profitability.
According to American Marketing Association, advertising is any paid form of nonpersonal presentation of ideas, goods or services by an identified sponsor.
107
Advertising Media
Media is the vehicle that carries the advertisers message to target audience.
Media includes all such means through which advertising message is communicated to
the target audience. For achieving advertising objectives, selection of right kind of media
is important. It should reach the right people, at the right time, at the right place and
convey the right message. The media choices have multiplied with the advent of colour
television, commercialization of Indian TV, cable TV, and the launch of STAR, Zee and
other regional language channels. There are various types of advertising media. These
various types of media can be grouped under the following categories.
Print Media:
Print Media is also known as press advertising. It is one of the media of communication
along with broadcast media and outdoor advertising media. It mainly includes advertising
through newspaper and magazines.
a) Newspapers:
It is really hard to imagine life without newspapers. It is essential as a good cup of
tea in the morning or even more important than tea to start a day. Newspaper is one that
gives news-views-ideas-interpretation-opinions-comments and explanation regarding the
social, economic, political, educational, moral, cultural, ecological, meteriological
developments and the like. Of all the media, newspaper is considered as the backbone of
the advertising programmes as it has continued to remain the most powerful message
carrier. Of the total space, 45% goes to advertisements in form or the other and the rest
for textual matter. The rates vary from one newspaper to other newspaper depending
upon their circulation and popularity.
The newspapers are classified on the bases of coverage, frequency, and languages.
A good number of newspapers are also published in different regional languages.
b) Magazines:
Like newspapers, magazines are one of the oldest media of advertising.
Magazines are the periodicals which come out regularly but not on a daily basis. These
may be published on a weekly, fortnightly, monthly, bimonthly, quarterly or even yearly
basis. These magazines may be classified into two broad categories as special and
general. The examples of special magazines are Film-fare, Star and Style, Femina, Eves
Weekly, Health Care, Architect, Dentist, Executive, Banker, Industrial Times, Business
India, Promotion which cater to the needs of a selected group. On the other hand, general
type of magazines do not concentrate on a particular subject but cover in general all the
aspects. The examples of this kind are; Readers Digest, Front-line, India-Today,
Imprints, Mirror, Illustrated Weekly, Times, Life, Span, Business India, Business World,
Fortune, National Geographic, Advertising and Marketing, Advertising Age and so on.
All these periodicals have a large number of readers and thus, advertisements published
in them reach a number of people.
Broadcast Media:
It includes advertisements in radio, television, cable etc. This media has both
audio and visual effect. Broadcast media carrying advertisers message to the targetaudience., Television has grown faster than any other advertising media and offers
combination of sight, sound and movement in presenting advertisements. Broadcast
media is mainly of two types:
a) Radio:
Radio advertising can be aptly called as word of mouth advertising on a whole
sale scale which was welcomed in 1920. The advertising message is conveyed through
spoken words in case of radio-advertising. Over the years, radio has remained popular
and effective means of advertising.
b) Television:
With rapid growth of information technology and electronic media, television has
topped the list among the media of advertising. TV has the most effective impact as it
appeals to both eye and the ear. Products can be shown, their uses can be
demonstrated and their utilities can be told over television. With catchy slogans,
songs and dance sequences, famous personalities exhibiting products TV advertising
has a lasting impact. Sponsorship means sponsoring a particular programme by
advertiser. In this case advertiser makes payment to TV channel for sponsoring
programme. In case of participation, advertisers pay to TV channels for 10,20,30
seconds of commercial time during prescribed TV programme i.e. advertisers make
direct payment to TV channels for telecasting his advertisement. Rates of
advertisement differ from one channel to other channel.
a) Neon-sign Boards:
These are big hoardings which are placed on busy-places. These display brand
name of advertiser. Because of big size, these attract attention easily. With the advance in
printing technology, big printed plastic-sheets with attractive colours, visual-effects are
pasted on big boards, which are permanently fixed on both sides of the busy roads. Nowa-days, electric-neon-signboards are becoming common. In the big cities, these boards
use the flashing lights by which advertisers message moves on the board electronically.
These type of neon-signboards are called electronic flashing signboards which dont use
flashing/moving lights. These neon-signboards are depicted at the top of showrooms,
shops of retailers and at other busy places/roads.
b) Posters:
Posters are made of big size paper sheets. These are pasted on the walls,
hoardings and advertising boards. This is the cheapest and oldest form of the outdoor
advertising. These are displayed on bus-stops, near railway-station, cinema halls, near
schools, colleges, road-sides, near road-crossings etc. Generally, advertisers paste their
posters at a particular place again and again.. Advertising for movie is usually done
through posters. Posters are also pasted on walls of houses, shops.
c) Vehicle Advertising:
It is also called transit advertising. It is advertising on the public transport system
such as bus transport, railways. On the Indian-railway alone, millions of commuters
move every day. In case of bus transport, advertising is common on its back side and
side- roof-panels inside the bus. Inside-transit-advertising is observed by persons
traveling in the vehicle. For passing their time, passengers look on these posters and read
whole of message. In India , because of more dependence of people on public-transportsystem, this method is more use for advertisers.
d) Sandwichmen:
They are hired-persons and are dressed like circus-jokers. They walk in busy
places with boards, posters in their hands and stickers pasted on their back, depicting the
message of advertiser. Sometimes a man is made tall by attaching long supports to his
legs. He walks through the busy places with message of advertisers in his hands. When
sandwichmen move through busy places, they catch attention of passers by.
invitations etc. Direct mail advertising is informative and persuasive. In direct mail
advertising direct contact is made between advertisers and potential customers, whereas
in case of print media or broadcast media, target audience are contacted indirectly,
through newspaper, magazine, radio, T.V etc.
1. The type of target group:- Promotion activities are directed towards four
target groups namely consumers, retailers, wholesalers and industrial buyers. The
type of promotion needed is governed by the size and individual needs of each
type.
2. The size of promotion budget:- Small firms with meagre budget allocation
cannot think of enjoying economies in promotion deals. They cannot employ
large scale personal selling, and in case of advertising, the national coverage.
They have to go in for local news papers, outdoor ads, direct mail.
of brand familiarity. The first points need personal selling and the second sales
promotion efforts.
OBJECTS:The main object of public relations is to secure the goodwill of the public towards the
product or services by having in a manner as to please those with whom the company
comes into contact. It is also an image building exercise of the company in the minds of
the consumers and at public at large.
SCOPE:The scope of public relations is very large as experts have identified five significant
targets for public relation efforts i.e. consumers, dealers, employees, shareholders and
community. This scope of targets may be enlarged by including any other target group
with which the company might wish to communicate.
FUNCTIONS OF PUBLIC RELATIONS DEPARTMENT:1. Communicating with consumers:- A favourable image must be created both
about the product of the company as well as the company in the minds of the
consumers. It can be easily done by public relation department by providing
112
6. Miscellaneous Functions:
a)
b)
c)
d)
Press relations
Product Publicity
Corporate Communication
Dramatisation
MARKETING PUBLIC RELATIONS:The market public relations goes beyond publicity and plays an important
role in the following task:1.
2.
3.
4.
5.
6.Ad repetition creates -------------------- rather than ---------------------------a) Brand familiarity, brand loyalty
b) Brand loyalty, brand convection
c) Brand convection, brand familiarity
d) Brand familiarity, brand convection
7.Mass media usually has the greatest impact at the ----------stage of new
task buying:
a) Awareness
b) Interest
c) Trial
114
d) Adoption
8.Sales force usually have their greatest impact at the ---------------------stage of new, task buyer:
a) Awareness
b) Interest
c) Trial
d) Adoption
115
CHAPTER VIII
CHANNELS OF DISTRIBUTION
Contents:
8.1
8.2
8.3
Meaning
Channel structure
Channel Design strategies
116
8.1 The word Channel has its origin to the French word used for Canal
Distribution is concerned with various activities such as movement of goods,
storage, promotional and financial activities involved in the transfer of goods
from producer to consumer. The term Distribution Channel thus connotes a
route or path way taken by products as they follow from the point of product to
the point of ultimate consumption.
According to William J. Stanton, A distribution channel consists of the set of
people and firms involved in the transfer of title to a product a as the product
moves from producer to ultimate consumer or business user.
Hence, It can be said that the cannel of distribution involves those activities
through which goods passes away from producer to consumers. Every producers
reaches to the consumer with the help of intermediaries and it makes possible the
movement of goods and services. IT means the participants in the channels of
distribution are:-
Producer
Intermediarie
s
Consumers
In general sense , channel members add value to a companys products by making the
merchandise available at the right time , place and in the right quantity and right
condition to the end customer. To do so , a number of activities need to be performed .
we can broadly classify these activities into forward flows , backward flows and point of
sale.
The functions are not performed by any one individual or distribution entity. A number of
different channel partners perform these tasks.
118
3. Multiple channels
Rarely does a company use just one type of channel structure for its
distribution system. it usually employs several different or alternative
channels which include multiple channels, non traditional channels and
strategic channel alliances. When a company selects two or more different
channel structures to distribute the products to its target markets, this
arrangement is known as multiple or dual distribution.
Usage of multiple channels increases the market coverage and reach for the
company and provide greater convenience and better service levels to its
customers.
4. Non-traditional channels
Often non-traditional channel arrangements help differentiate a firms product
form competition. For example, a company may choose to use mail-order
channels or internet to sell products instead of going through traditional
retailer channels.
6. The internet
The internet allows consumers to directly access manufacturers and vice
versa. As a result channel structures are undergoing a rapid change and in
many industries the role of channel intermediaries is rapidly undergoing a
change. In the travel industry, as more airlines offer e-ticketing, the role
traditionally performed by the travel agent is rapidly diminishing. Travel
agents are now positioning themselves as travel consultants for holidays, as
their role as ticketing agents may soon become redundant. The market
potential for the internet is only bounded by the penetration of the internet and
the number of consumers who are able to shop online.
119
Distribution channels for such products are selective with wide market coverage.
Retailers add value to the products through products demonstrations , assistance
to customers in decision making, installation and even after sale service. Hence
companies have to support the retail intermediaries through training of sale force;
other factors like inventory control and service levels to retail outlets are also
important. Transportation conditions are a critical element of the distribution
strategy, to ensure the safe transportation of products from factory to end
customer.
121
2. Channel conflict
Inequitable channel relationships often lead to channel conflicts, which is a clash
of goals and methods among the members of the distribution channel. Conflicts
can arise becouse a channel member refuses to adapt with the times and therefore
becomes inefficient.
Often conflict arise due to channel pursuing different goals. A multi brand home
appliances retailer would want to sell as many products as possible, regardless of
brand, to improve his overall sales and profitability. On the other hand, a
particular company would want him to push their products more, as they desire a
certain sales volume and market share.
Conflicts can occur at any level within the distribution chain. A conflict among
channel members at the same level, such as two retailers or stockists, is known as
horizontal conflict. This type of conflict is common where companies practice
dual or multiple distribution strategies. Horizontal conflict can also occur when
channel members on the same level feel they are being unfairly treated by the
manufacturer. Most managers regard, horizontal conflict as healthy competition,
and may allow such a conflict to play out to their advantage.
A more serious conflict is vertical conflict, which occurs
between two different levels in the distribution chain, such as between a
manufacturer and wholesaler or between a manufacturer and retailer.
Manufacturer versus wholesaler conflict typically arise when a manufacturer
bypasses a wholesaler to deal directly with the customer, as in institutional sales.
Managing channel conflict
Conflict is not necessarily a bad thing hence the challenge is not to eliminate
conflict, but to manage it better. There are several mechanisms for effective
conflict management . one is the adoption of a superordinate goal. Channel
members come to arrangement on the fundamental goal they are jointly seeking,
whether it is market share, quality or customer satisfaction . they usually do this
122
when the channel faces an external threat, such as the advent of a new and more
efficient channel, or a change in legislation or changing customer tastes.
Co-optation is an effort by one organization to win the support of the leaders of
another organization by including them on advisory councils and the like. So long
as the leader is taken seriously , co-optation can reduce conflict, as each begins to
appreciate the others point of view.
3. Channel partnering
Channel partnering or channel co-operation is the joint effort of all channel
members to create a supply chain that serves the customers and creates a
competitive advantage. By co-operating retailers, wholesalers and manufacturers
can speed up inventory replenishment, improve customer service and reduce the
total costs of the marketing channel. Supply chain management emphasises
channel alliances and partnerships as it helps supply chain managers to create
parallel flows of material and information. The rapid growth in channel partnering
is due to information technology as well as a common need to lower costs and
improve operational efficiency. Forced to become more efficient, many
companies are now turning towards channel partnering as a win-win situation.
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Factor.
Agent.
Wholesaler.
Retailer.
merchants.
Agent.
Facilitator.
All of above.
Direct channel.
Indirect channel.
Vertical channel.
Horizontal channel.
direct channel.
Muliple channel.
Indirect channel.
Horizontal channel.
Intensive distribution.
Selective distribution.
Exclusive distribution.
None of above.
124
8. the joint effort of all the channel members to create a supply chain
that serves the customer is called:a)
b)
c)
d)
Channel conflict.
Channel partnering.
Channel control.
Channel leadership.
Channel power.
Channel control.
Channel leader.
Channel conflict.
Push strategy.
Pull strategy.
Both of above
None of above.
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CHAPTER IX
Contents:
9.1
9.2
9.3
9.4
9.5
9.6
126
The principal task of marketing management is to fulfill the aspirations of the consumers.
It is thus imperative to understand what the consumers want; how they make the various
choice decisions; or what are their sources of information and influence process etc. As
such, marketing research is the function which provides the necessary information about
the consumer to the marketer. In the process, an organisation can identify new
opportunities in the market; evaluate and monitor marketing actions; and in general,
evolve better marketing progamme to serve the interests of the consumer. Thus marketing
research acts as the link between the consumer and the marketer.
127
Likewise, a research study will suffer if the marketing manager does not offer full
perspective of the research problem; or allows inadequate time; or uses research as a firefighting device or does not really appreciate the value of research.
Problem must be clearly defined and reasons for undertaking the research from the point
of view of marketing decision making should be explicitly justified.
In order to carry out effective research programme:
128
question statements or hypothesis. For example, the research objective To find out the
extent to which the sales promotion programmes affected sales" is a research objective
expressed as a statement. A hypothesis on the other hand is a statement that can be
refuted or supported by empirical findings. The same research objective could be stated
as: "To test the hypothesis that sales are -positively affected by the sales promotion
programme undertaken this summer." Example of another hypothesis may be
"Concentrating advertising efforts in monthly waves (rather than advertising
"
continuously) would cause an increase in sales and profits. Once the objectives or the
hypothesis are developed the researcher is ready to choose the research design.
design must be developed. A research design is a iaster plan specifying the procedure for
collecting and analysing the needed information. It represents framework for the research
plan of action. The objectives of the study discussed in the preceding step are included in
the research design to ensure that data collected are relevant to the objectives. The
researcher must, at this stage, also determine the type of sources of information needed,
the data collection methods (surveys or interviews for example), the sampling
methodology and the timing and possible costs of research. The design chosen play be
from exploratory, descriptive, quasi-experimental or experimental design categories
which again include a number of alternative methods.
129
Data Collection
The data collection process follows the formulation of research design including the
sampling plan. Data which can be secondary or primary, can be collected using variety of
tools. These tools are classified into two broad categories, the observation methods and
the communication methods, all of which have their inherent advantages and
disadvantages.
great deal on the personal style of the presenter and the management expectation, the
written report in order to be effective needs to include the following details:
I) Title page
II) Table of contents
III) Introduction
IV) Statement of objectives
V) Methodology
A) Research design
B) Data collection methods
C) Sampling
D) Field work
E) Analysis and interpretation
VI) Limitations
VII) Findings
VIII) Conclusion and recommendations
IX) Appendix
A) Copies of forms used
B) Tables not included in finding
C) Bibliography, if relevant
1) Sales Analysis
Much research is done in the following areas which are broadly referred as sales analysis,
measurement of market potential/demand projection, determination of market
characteristics, market share estimation, studies of business trends.
In fact, some of the more detailed studies to be carried out under the broad ambit of sales
analysis could be as follows,
The types of consumers that constitute the potential market
The size and location of the market;
The growth and. concentration of the market over certain period of time,
The competitive picture for the product;
131
How does the product fit into the consumer s life styles? (Operation if it is an
industrial product);
Do consumers prefer to buy some particular brands'? (i.e. Assess the degree of brand
loyalty).
The above list is not exhaustive. Here research is basically done with a view to know
consumers' motivation, attitude, cognition and perceptions etc. Thus information wilI be
collected in a manner so that they have some implications for various marketing
decisions.
132
V) Corporate Research
Large scale corporate image studies among different target publics - They involve an
assessment of knowledge about company activities, association of company with
sponsored activities and company perceptions on specific dimensions. These types of
corporate image studies are done periodically to monitor any change in image over time
among different publics.
Social values research: Knowledge, attitude and practices on family planning, antidowry, smoking, drinking etc.
Political studies: In recent times marketing studies have been conducted to ascertain the
public opinion about the election results.
Customer service studies: Many banks and large industrial houses have resorted to
marketing research to know the consumers' changing need for service and possible
grievances about existing operations.
psychographics (PSNAP and IMRB s life style research on the cigarette market).
133
MEANING
Consumer behaviour is the pattern of response of buyers to marketing offer of a firm. It
refers to the process as to how, consumers make their purchase decisions. It is concerned
with what, why, how, much, when and from whom buyers make their purchases of goods
and services. It is defined as all the psychological, social and physical behaviour of
potential customers as they become aware of, evaluate, purchase, consume and tell others
about the products or services. Thus consumer behaviour is concerned with (1) forces
influcing consumers actions and reactions and (2) his purchase decisions process.
CONSUMER BEHAVIOUR:
Consumer behaviour is the study of (i) what consumer buy? (ii) who buys? (iii) when
consumer buy? (iv) how consumer buy? (v) where consumer buy?
It is the behavior that consumer adopt in searching for purchasing, using, evaluating and
disposing of products, services and ideas.
The concept of consumer behaviour can be presented in terms of marketing stimuli,
process and behaviour response as under :-
Stimuli
Process
Response
(Problem Solving)
(Behavioural
outcome)
1. Four Ps of Marketing
2. Physchological forces
3. Social Factors
4. Cultural Factors
5. Economic Factor
6. Enviornmental forces
1.
2.
3.
4.
Recognition of want
Search for information
Evaluation
Buying decision
1. Buy
2. Use
3. Feel
Feedback
The consumer behaviour is a process of a buyers actions and reaction towards marketing
stimuli offered by a firm.
134
1.
2.
3.
4.
5.
6.
135
7.
8.
9.
10.
11.
Change in human behaviour and preferences :Consumer preferences are chaning. They dont act or react as the theory
would suggest. Todays consumer wants quality, value for money, less price
but good quality. It is possible through the knowledge of consumer beahviour.
136
137
Attitudes
Attitudes are our learned predispositions towards objects, people and events. Attitudes
guide our orientation towards these. It is our attitudes which influence how we respond to
different products and services. Attitudes are not inborn or innate in us. Rather they are
learnt from people around us.
Till a few years ago most housewives had a negative attitude towards frozen, dehydrated
or instant food. But today, with more women joining the work force, such products are
viewed as a convenience and instant, quick to cook meals are looked upon favourably.
Similarly, our attitude towards saving is undergoing radical changes. Instead of saving
and leading a simple, frugal life, people prefer to have a better lifestyle today rather than
save for tomorrow.
Our attitudes influence our purchase decisions and consumer behaviour. An attitude
which is averse to risk taking will never make for a consumer investing his money in
shares and stocks, such a consumer would always prefer `safe' investments even if though
rate of return may be comparatively lower.
and keeping all other information out. Surely we would see the product, hear its jingle on
the radio but chances are it will not register in our minds. We will remember it only for a
short while and then forget it.
This is known as selective retention. We retain in our memories only selective
information.
138
Information Processing
This refers to the process and activities which consumers engage in while gathering,
'
saying it is half-full".
EXTERNAL ENVIRONMENT
.
Cultural Influences
The first of the influences is that of cultural variables. Culture is defined as the complex,
sum total of knowledge, belief, traditions, customs, art, morals, law and any other habits
acquired by people as members of a society. Culture of one society differs from that of
another. Many of our actions, and behaviour as consumers stem from our cultural
background for instance, the emphasis on saving schemes oriented towards saving for a
daughter's marriage or the preferred attitude towards gold as a form of saving are the
result of our unique cultural influence.
Sub-cultural Influences
Within a given culture, there are many groups or segments of people with distinct
customs, tradition and behaviour, which set them apart from other people. All Indians
share one common cultural heritage, but the Hindu Brahmins of Tamil Nadu are very
different from the Hindu Bengalis of Calcutta in the same way as Kashmiri Hindus are
different from the Hindus of Gujarat. Each of these people, within one cultural
mainstream, have uniquely distinct sub-cultures. They have their style of dress, food
habits, religious traditions and rites all of which have implication for the marketer.
Sumeet Mixer and Grinder developed special heavy duty motor to withstand continuous
running required for grinding rice for dosa, vada, idli-staple food items of the South
Indian cuisine. Similarly, marketers of spices need to modulate taste and formulation
according to the consumers taste, which varies from state to state.
139
Family Influences
Family is a social group which can be defined as a primary group. It needs to be studied
in great detail as it is one of the strongest sources of influences on consumer behaviour.
The first and strongest influence on a child is that of his family and he imbibes many
behavioural patterns from other family members subconsciously and these tend to stay
with him even after attaining adulthood. Further, within a family many decisions are
made jointly with various members exerting different degree of influence. The changing
structure of families as the joint family system gradually gives way to single nucleus
families also influence the consumer behaviour.
Personal Influences
Each individual is influenced by the family, social class, sub-cultural and cultural group
to which he belongs, and yet has his own distinct personality which influences his
decisions and behaviour as a consumer. The probability of trying a new product or a new
brand will depend on the type of personality of the consumer. The process of evaluation
of different products and different brands will vary from person to person. For one, price
may be the most important parameter in making the decision to buy a water geyser, for
another it is convenience, and for yet another it may be the status symbol value.
Other Influences
All other influences not covered in any of the other specific influence headings are
covered here. National or regional level events, situational factors or any other external
influences are included here. Cricket test matches always lead consumers to buy TV sets
and transistor radios. The hosting of Asiad '82 in New Delhi brought in its wake
tremendous awareness and interest in sports. All such-events have both temporary and
permanent influences on consumer behaviour. During the period of the event, there is
increased emphasis on buying goods and services related to the event. After the event is
over, as in case of Asiad, because the infrastructure for sports has been created, an
interest amongst the people been kindled; sporting events are now held regularly with
more people participating. All this leads to greater consumption of sports goods.
140
Situational variables such as product display, price reduction offers, free gift offers, also
influence consumer behaviour. Seeing an attractive offer, a free mug with a new brand of
coffee, a regular user of a rival brand may be tempted to try the new brand,
9.6APPLICATIONS
MARKETING
OF
CONSUMER
BEHAVIOUR
IN
Marketing is defined as "human activity directed at satisfying needs and wants through
exchange processes". Thus the beginning of marketing lies in identifying unsatisfied
human needs and wants and understanding the ensuing activity which people engage in to
fulfil these. And that, as we have described, is the realm of consumer behaviour.
Consumer behaviour and marketing go hand-in-hand. Trying to do the latter without an
understanding of the former in akin to firing a shot in the dark. Consumer behaviour has a
number of applications in the area of marketing as described in the following paragraphs.
2. Selecting the Target Market: The study of the consumer trends would reveal
distinct groups of consumers with very distinct needs and wants. Knowing who these
groups are, how they behave, how they decide to buy enables the marketer to market
products/services especially suited to their needs. All this is made possible only by
studying in depth the consumer and his purchase behaviour.
A study of potential consumers for shampoo revealed that there was a class of consumers
who would like to use shampoo only on special occasions and who otherwise use soap to
wash their hair. Further, this consumer class would not afford to spend more than three or
four rupees on shampoo. Having identified this target market, companies with leading
brands launched their shampoos in small sachets containing enough quantity for one
wash and priced just at two or three rupees.
3. Determining the Product Mix: Having identified the unfulfilled need slot and
having modified the product to suit differing consumer tastes, the marketer now has to
get down to the brass tacks of marketing. He has to determine the right mix of product,
price promotion and advertising. Again consumer behaviour is extremely useful as it
helps find answers to many perplexing questions.
Product: The marketer has the product that will satisfy hitherto unfulfilled consumer
need, but he must decide the size, shape and attributes of the product. He must figure out
whether it is better to have one single product or a number of models to choose from.
141
Does the product require any special kind of packaging? Does it need any guarantee or
after sales service? What associated products and services can be offered alongside?
Maggi Noodles were first launched in the most common flavours such as masala and
capsicum. Having succeeded with these, other flavours such as garlic and sambhar were
launched with the objective of appealing to specific regional tastes. However, these
flavours did not succeed. Recently, exotic flavour such as prawns has been launched. All
these are attempts to modify the product by adding special features, attributes which
might enhance the product appeal to the consumers.
The study of consumer behaviour also guides the marketer in making decisions regarding
packaging. Pan Parag was first introduced in tins. But study of consumer behaviour
revealed that people wanted smaller packing which they could conveniently carry on their
person and in response to this the individual pouches were introduced. Further study of
consumers revealed a problem with, these pouches. Once opened and kept in the purse or
pocket, the pan masala would spill out of the pouch into the purse or pocket. To
overcome this problem, Pan Parag has now launched a pouch with a zip. You eat as much
as you want, zip up the packet and put it in your pocket without fear of spillage and
wastage.
The study of consumer needs revealed the need for a water storage facility. in the kitchen
and bathroom but which didn't occupy floor space. In response to this need, Sintex added
the overhead indoor loft tank to their existing range of outdoor. roof top water storage
tanks.
Price: What price should the marketer Charge for the product? Should it be the same as
that of the competing product or lower or higher? Should the price be marked on the
product or left to the discretion of the retailer to charge what he can from the customer?
Should any price discounts be offered? What is the customer perception of a lower or
higher price? Would a lower price stimulate sales? Or is a lower price associated with
poor quality?
These are the kinds of questions facing a marketer when taking a decision regarding
pricing. The marketer has to determine the price level which makes the image of the
product and which also maximises the sales revenue. For doing so he must understand the
way his product is perceived by consumers, the criticality of the price as a purchase
decision variable and how an increase or decrease in price would affect the sales. It is
only through continuous study of consumer behaviour in actual buying situations that the
marketer can hope to find answers to these issues.
Distribution: Having determined the product size, shape, packaging and price, the
next decision the marketer has to make is regarding the distribution channel. What. type
of retail outlets should sell the products? Should it be sold through all the retail outlets or
only through a selected few? Should it be sold through existing outlets which also sell
competing brands or should new outlets selling exclusively your brand of product be
created? How critical is the location of the retail outlets from the consumers' viewpoint?
Does the consumer look for the nearest convenient location or is he willing to travel some
distance for buying the product?
The answers to all these questions can only be found when the marketer has a good
understanding of the consumers' needs which are being fulfilled by his product and the
manner in which consumers arrive at the dicision to buy. A few years ago, Eureka Forbes
introduced a vacuum cleaner in the Indian market. It was not only launch of a new brand,
142
but rather a launch of a new product concept. No retail outlets were selling vacuum
cleaners very few consumers knew much about the product and fewer still were willing to
buy it. Under these circumstances, the company decided to sell the product only through
personal selling with the salesman calling on the consumer at his home. Here the
'
salesman had enough time to explain, demonstrate and convince the prospective customer
about the utility of the vacuum cleaner. In a retail outlet situation, all this would just not
have been possible. The retailer has neither the time nor the detailed knowledge required
to sell such a new product concept. This distribution strategy of Eureka Forbes, based on
a very fine understanding of the consumer behaviour, has yielded good sales results. The
product concept is well accepted in the urban markets and today the vacuum cleaner, in
addition to personal selling is also sold through some selected retail outlets.
Promotion: The marketer here is concerned with finding the most effective
methods of promotion which will make the product stand out amongst the clutter of so
many other brands: and products, which will help increase the sales objective and yet be
within the budget. This is possible only when the marketer knows who his target
consumers are, where are they located, what media do they have access to, what is their
preferred media and what role does advertising play in influencing the purchase decision?
Today, TV is the most powerful advertising medium in the country. And many brands
spend the greater part of their promotion and advertising budget on TV. Brands regularly
advertised on TV soon become well recognized names. But as a marketer you have to
question the suitability of any specific medium in case of your specific product and
budget. Suppose your product is sold in only a few geographical markets you may decide
to avoid TV altogether and concentrate on point of purchase promotion and local
advertising through local newspaper, hoardings and wall paintings.
In so many cases of industrial product media advertising is very negligible, instead,
brochures or leaflets containing detailed product specification and information are
directly mailed to the actual consumer, and sometimes followed up by a salesman making
a call to clinch the deal. This is primarily because buyer behaviour and informational
needs of industrial buyers are very different from that of consumer buying. You will
study organisational buying behaviour in detail in Unit 3 of this block. But you can make
these decisions only when you know your consumer and understand his behaviour.
143
Collecting information
Analyzing results
Communicating findings
All of above
Primary data
Secondary data
both a & b
Neither a or b
Sales analysis.
Product management
Advertising research
All of above
Media research
Copy research
Name of above
Both a & b
144
Cultural influences
Sub- cultural influences
Social class influences
All of above
9. Personality means:a)
b)
c)
d)
145
BIBLOGRAPHY
1. Kotler, Philip, Marketing Management, Prentice Hall, 2000
2. Sontakki, C.N., Marketing Management, Kalyani publishers.
3. Saxena, Rajan, Marketing Management, Tata Mcgraw hill
4. Ramaswamy and Namakumatri, Marketing Management, Macmillan
India Limited.
5. Marchannd & B. Vardharajan, An introduction to Marketing, Vikas
Publishing House.
6. Maurice & Mondell & larry Rosenberg Marketing, Prentice Hall of
India Ltd.
7. Mohammad Amanatuallh: Principles of Modern Marketing. Kalyani
Publications
146
CHAPTER I
1(b); 2(a); 3(a); 4(a); 5(d); 6(d);7(b); 8(d); 9(a);10(d)
CHAPTER II
1(c); 2(d); 3(b); 4(b); 5(d); 6(a);7(d); 8(b); 9(d);10(a)
CHAPTER III
1(c); 2(d); 3(d); 4(b); 5(d); 6(a);7(a); 8(a); 9(d);10(a)
CHAPTER IV
1(b); 2(b); 3(d); 4(a); 5(c); 6(b);7(d); 8(b); 9(d);10(a)
CHAPTER V
1(a); 2(d); 3(a); 4(c); 5(a); 6(a);7(a); 8(d); 9(a);10(d)
CHAPTER VI
1(a); 2(a); 3(c); 4(b); 5(d); 6(b);7(c); 8(b); 9(d);10(a)
CHAPTER VII
1(a); 2(a); 3(d); 4(d); 5(d); 6(d);7(a); 8(b); 9(c);10(d)
CHAPTER VIII
1(a); 2(c); 3(d); 4(a); 5(b); 6(a);7(a); 8(b); 9(b);10(c)
CHAPTER IX
1(d); 2(c); 3(a); 4(d); 5(c); 6(d);7(d); 8(a); 9(a);10(a)
147
ASSIGNMENT A
.
1. The length of the product life cycle is governed by the rate of technological
change, the rate of market acceptance and the case of competitive entry Discuss.
2. The marketing concept is a customer orientation backed by integrated marketing
aimed at generating customer satisfaction as the key to satisfying organisational
goals. Comment.
3. What are major reasons for market segmentation and what are its advantages?
4. Briefly explain the steps involved in new product development.
ASSIGNMENT B
1. Explain any two pricing policies with their relative advantages and disadvantages.
2. As Marketing Director of Kelloggs evolve a market driven distribution system for
the market.
3. Which type of sales promotion vehicles will you use to promote the sale of a
premium brand of toilet soap?
CASE STUDY
M.K.B. products was an industrial company, undertaking the manufacture of chewing
tobacco products. For the packing of these products, tin containers were required in huge
quantities. The company was buying these containers from Shaz Metals, who were
supplying the empty containers to M.K.B. products @ Rs. 1.60 per tin container. This
arrangement carries on for more than ten years.
M.K.B. products was later joined by a young M.B.A., who advised the owner of M.K.B
products, to go in for backward integration (To make the tin containers themselves,
instead of buying them from Shaz Metal Works.
The matter was put under deliberation and it was decided to join for partial backward
integration, i.e. to start the manufacture of their own tin containers, as well as, keep
buying from the supplier(Shaz Metal) in a lesser quantity, till such time that the company
M.K.B. products could become self sufficient.
In the pursuit of backward integration, another semiautomatic tin container
manufacturing plant was set up by the company, and it started its production and initially
faced a lot of teething troubles. They however, overcame them and started functioning
smoothly.
A number of suppliers were interested in supplying tin sheets for M.K.B. products. After
buying randomly from a number of suppliers, the company came to the terms with one
148
Mr. Wali, who undertook all the raw material supplies of the tin sheets to the company at
reason able rates. He would make deliveries as and when necessary, and developed a
good relationship with the company. This arrangement lasted for a decade. Later, Mr.
Wali, the tin supplier told the company that they would be charging an additional two
percent on the prices quoted by them and delivery time would have to be rescheduled and
the company would have to pick up, or order for the entire material consumed by the
quarterly, instead of monthly arrangements.
This sets the company thinking whether to agree to Mr. Wali terms or to look for another
supplier. After a little research, they came across a supplier in tin industries, who was
happy to supply the goods at same terms and conditions.
When the deal was about to finalised with the scrap tin industries, Mr. Wali sent a
telegram that the increase in rated was cancelled, and they were willing to renew their
contract, or continue with the suppliers at the earlier rate for the next 12 months.
This again set the company thinking, because they had good relations with Mr.Wali for a
long period of time and also the fact that in industrial buying, market price plays a
secondary role but the quality, timely and regular suppliers are the dominant factors.
QUESTIONS:
1. What should the company do in this situation and why?
2. Should the company try scrap industries who are an unlisted supplier and what
precautions should the company take for the future?
ASSIGNMENT C
MULTIPLE CHOICE QUESTIONS
1. All of the following would be ways to segment within the category of psychographic
segmentation EXCEPT:
a. social class.
b. occupation.
c. lifestyle.
d. personality.
2. The orange juice manufacturers know that orange juice is most often consumed in the
mornings. However, they would like to change this and make the drink acceptable during
other time periods during the day. Which form of segmentation would they need to work
with and establish strategy reflective of their desires?
a. gender segmentation
b. benefit segmentation
c. occasion segmentation
d. age and life-cycle segmentation
149
b. Environmental sustainability
c. Consumerism
d. Consumer accountability
16. Consumer goods with unique characteristics or brand identification often requiring a
special purchase effort are called:
a. custom products.
b. specialty products.
c. convenience products.
d. shopping products.
17. A price reduction to buyers who buy in large volumes is called a(n):
a. quantity discount.
b. cash discount.
c. seasonal discount.
d. trade discount.
18. R&D and engineering first produce the product concept into a physical product
during which of the following stages of the new product development process?
a. Concept development and testing
b. Marketing strategy
c. Business analysis
d. Product development
19. The primary reason that many companies work to become the "low-cost producers" in
their industry is because:
a. they can generate more advertising.
b. they can please top management.
c. they can gain tax advantages.
d. they can set lower prices that result in greater sales and profits.
20. Conflicts between different levels of the same channel of distribution are referred to
as:
a. horizontal conflicts.
b. vertical conflicts.
c. layer-based conflicts.
d. parallel conflicts.
21. ________________ is a philosophy holding that a company's marketing should
support the best long-run performance of the marketing system.
a. Enlightened marketing
b. Myopic marketing
c. Fundamental marketing
d. Conceptual marketing
152
b. allowance.
c. premium.
d. rebate.
29. When producers, wholesalers, and retailers act as a unified system, they comprise a:
a. conventional marketing system.
b. power-based marketing system.
c. horizontal marketing system.
d. vertical marketing system.
30. ______________ is a person's distinguishing psychological characteristics that lead to
relatively consistent and lasting responses to his or her own environment.
a. Psychographics
b. Personality
c. Demographics
d. Lifestyle
31. ________________ has the advantage of being high in selectivity; low cost;
immediacy; and interactive capabilities.
a. Direct Mail
b. Outdoor
c. Online
d. Radio
32. If an advertiser wants flexibility, timeliness, good local market coverage, broad
acceptability, and high believability, the advertiser will probably choose which of the
following mass media types?
a. Newspapers
b. Television
c. Direct Mail
d. Radio
33. A(n) _______________ is a name, term, sign, symbol, or design, or a combination of
these that identifies the maker or seller of a product or service.
a. product feature
b. sponsorship
c. brand
d. logo
34. All of the following factors can affect the attractiveness of a market segment
EXCEPT:
a. the presence of many strong and aggressive competitors.
b. the likelihood of government monitoring.
c. actual or potential substitute products.
d. the power of buyers in the segment.
154
35. A _______________ is any activity or benefit offered for sale that is essentially
intangible and does not result in the ownership of anything.
a. demand
b. basic staple
c. product
d. service
36. The _______________ holds that consumers will favor products that are available
and highly affordable (therefore, work on improving production and distribution
efficiency).
a. product concept
b. production concept
c. production cost expansion concept
d. marketing concept
37. A company is in the ______________ stage of the new product development process
when the company develops the product concept into a physical product in order to
assure that the product idea can be turned into a workable product.
a. product development
b. commercialization
c. marketing strategy
d. business analysis
38. The practice of going after a large share of a smaller market or subsets of a few
markets is called:
a. undifferentiated marketing.
b. differentiated marketing.
c. concentrated marketing.
d. turbo marketing.
39. ________________ is screening new-product ideas in order to spot good ideas and
drop poor ones as soon as possible.
a. Idea generation
b. Concept development and testing
c. Idea screening
d. Brainstorming
40. Technological advances, shifts in consumer tastes, and increased competition, all of
which reduce demand for a product are typical of which stage in the PLC?
a. decline stage
b. introduction stage
c. growth stage
d. maturity stage
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