Topic 10

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Questions and Answers

What defines value in a marketing context?

  • The brand reputation of the organization.
  • The number of customers served by a company.
  • The total revenue generated from sales.
  • The comparison of a product’s benefits to its costs. (correct)

Which of the following is an example of form utility?

  • Ensuring products are available when customers want them.
  • Transferring ownership of a product to the customer.
  • Designing a product with features that customers desire. (correct)
  • Offering a product at a reduced price.

Which aspect does customer relationship management (CRM) focus on?

  • Performing regular market research for competitive analysis.
  • Building better information connections with clients. (correct)
  • Maximizing short-term profits through pricing strategies.
  • Enhancing product features through constant innovation.

What is the main goal of relationship marketing?

<p>To build enduring relationships with customers and suppliers. (A)</p> Signup and view all the answers

Which of the following is NOT a cost considered when evaluating a product's value?

<p>Product packaging quality. (B)</p> Signup and view all the answers

What does time utility refer to in the context of utility?

<p>The availability of products when customers desire them. (D)</p> Signup and view all the answers

Which improvement strategy involves altering store hours?

<p>Providing greater shopping convenience. (C)</p> Signup and view all the answers

Data warehousing in CRM is used for which of the following purposes?

<p>Storing customer data for enhanced marketing efforts. (A)</p> Signup and view all the answers

What does the political-legal environment primarily influence in marketing?

<p>Relationship between business and government (C)</p> Signup and view all the answers

What is market segmentation?

<p>Dividing a market into distinct categories of customer types (C)</p> Signup and view all the answers

Which environment is influenced by social customs and demographic characteristics?

<p>Sociocultural Environment (D)</p> Signup and view all the answers

Which type of competition occurs between similar products based on buyer perception?

<p>Brand competition (B)</p> Signup and view all the answers

How can technological advancements impact existing products?

<p>They lead to the creation of new goods and services (D)</p> Signup and view all the answers

Which economic variables are likely to influence a marketing plan?

<p>Inflation, interest rates, and recession (D)</p> Signup and view all the answers

What is a target market?

<p>A group of people with similar wants and needs (D)</p> Signup and view all the answers

What impact does the competitive environment have on businesses?

<p>It shapes pricing strategies and promotional plans (C)</p> Signup and view all the answers

What best describes geo-demographic variables in market segmentation?

<p>A combination of geographic and demographic traits of consumers. (C)</p> Signup and view all the answers

Which of the following is a psychological influence on consumer behavior?

<p>Motivations and perceptions. (B)</p> Signup and view all the answers

What is indicated by the 'Problem / Need Recognition' stage in the consumer buying process?

<p>Identifying a necessity such as replacing old shoes. (D)</p> Signup and view all the answers

Which demographic variable is NOT typically considered in market segmentation?

<p>Opinions. (B)</p> Signup and view all the answers

In what manner can cultural influences affect consumer behavior?

<p>Through the impact of social classes and cultural norms. (A)</p> Signup and view all the answers

What is the main focus of demographic variables in market segmentation?

<p>Identifying population characteristics. (B)</p> Signup and view all the answers

Which stage in the consumer buying process involves evaluating alternatives?

<p>Evaluation of Alternatives. (D)</p> Signup and view all the answers

Which of the following best exemplifies social influences on consumer behavior?

<p>Purchasing trends set by opinion leaders. (C)</p> Signup and view all the answers

Flashcards

Target Market

A group of people with similar wants and needs who are likely to be interested in the same product.

Market Segmentation

The process of dividing a market into different groups based on customer characteristics, like needs and preferences.

Target Marketing and Market Segmentation

The combination of target marketing and market segmentation, focusing on specific customer groups with specific needs.

Political-Legal Environment

Represents the relationship between businesses and government, often involving regulation of business operations.

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Sociocultural Environment

Encompasses cultural norms, values, beliefs, and demographics of a society where a business operates.

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Technological Environment

Includes all the ways companies create value for their customers, encompassing innovation and development of new products and services.

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Economic Environment

Refers to the economic conditions within which a company operates, such as inflation, interest rates, and recession.

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Competitive Environment

The system in which businesses compete with one another, categorized by types of competition like substitute products, brand competition, and international competition.

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Value

The value that a product offers to a customer, based on the benefits it provides compared to its cost.

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Benefit

The functions and emotional satisfaction a customer gets from owning, using, or possessing a product.

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Cost

The price a customer pays, their time spent acquiring the product, and any emotional effort involved in making the decision.

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Relationship Marketing

A strategy that emphasizes building and maintaining long-term relationships with customers and suppliers.

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Utility

The ability of a product to satisfy a human need or want.

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Customer Relationship Management (CRM)

A method used by companies to gather and organize customer data, enabling them to better understand their customers and build stronger relationships.

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Data Warehousing

A storage system that compiles and stores all customer information, enabling marketers to identify trends and target specific groups.

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Form Utility

Refers to designing products with features that meet customer needs.

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Geographic Segmentation

Features that help companies classify consumers based on where they live, like countries, cities, or neighborhoods.

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Demographic Segmentation

Characteristics of a population, like age, gender, income, education, or family size.

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Geo-Demographic Segmentation

Combines geographic and demographic variables to create targeted groups.

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Psychographic Segmentation

Classifying consumers based on their values, interests, lifestyles, and personalities.

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Consumer Behavior

Understanding why customers make purchase decisions and predicting their future behavior.

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Psychological Influences

Internal factors influencing a person's choices, such as their motivations, perceptions, learning abilities, and attitudes.

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Stages of the Consumer Buying Process

The phases a consumer goes through when making a purchase decision.

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Study Notes

Marketing

  • An organizational function and set of processes for creating, communicating, and delivering value to customers. It involves managing customer relationships to benefit the organization and its stakeholders.

Value

  • Comparing a product's benefits to its costs.

Benefit

  • The functions and emotional satisfaction a customer receives from owning, experiencing, and possessing a product.
  • Satisfied customers perceive benefits to outweigh costs.

Cost

  • Sales price
  • Buyer's time expenditure
  • Emotional costs associated with the purchase decision

Improvement

  • Developing entirely new products that outperform existing ones (greater performance).
  • Extending store hours during peak periods (greater convenience).
  • Offering price reductions (lower costs).
  • Providing usage information for new functions (no added cost).

Utility

  • A product's ability to meet a need or want.
  • Form utility: Product design features.
  • Time utility: Availability.
  • Place utility: Accessibility.
  • Possession utility: Ownership transfer.

Relationship Marketing

  • Building long-term relationships with customers and suppliers.
  • Stronger relationships lead to greater customer satisfaction, loyalty, and retention.

Customer Relationship Management (CRM)

  • A method for building stronger customer relationships.
  • Data warehousing compiles and stores client data, enabling marketers to identify best customers and find new prospects.

The Firm and its Marketing Plan

  • Plans, strategies, and decisions.
  • Political-Legal Environment: Interactions between businesses and government, including regulations.
  • Sociocultural Environment: Customs, values, and demographics of the target market's society.
  • Technological Environment: Innovations that lead to new products and improved processes.
  • Economic Environment: Conditions that influence consumer spending and business decisions (inflation, interest rates, recession).
  • Competitive Environment: The competitive landscape, including substitutes, brands, and international competition.

Target Market

  • A group of people with similar needs and wants who are likely to be interested in a specific product.

Market Segmentation

  • Dividing the market into categories of customer types (segments) based on common wants, needs, and expected interest in the product.
  • Understanding segments allows businesses to tailor strategies.

Identified Segments

  • Geographic: Geographic units (countries, neighbourhoods) used to define segments.
  • Demographic: Population characteristics (age, education, family, income, nationality).
  • Geo-demographic: Combining geographic and demographic characteristics.
  • Psychographic: Consumer characteristics (lifestyle, interests, opinions).

Understanding Consumer Behaviour

  • Understanding customer choices and predicting future behaviors.
  • Consumer Behaviour (Personal and Environmental Factors):
    • Psychological influences: Individual motivations, perceptions, and attitudes.
    • Personal Influences: Lifestyle, personality, economic status.
    • Social influences: Family, reference groups (friends, coworkers).
    • Cultural influences: Culture, subculture, social class.

Stages of the Consumer Buying Process

  • Problem/Need Recognition (e.g., needing new shoes).
  • Information Seeking (researching options).
  • Evaluation of Alternatives (comparing options).
  • Purchase Decision (making the purchase choice).
  • Postpurchase Evaluation (assessing the purchase).

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