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Concept ofMarketing
Mix
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The management process through which goods and services move from concept to the customer.
Meaning
Marketing is the process used to determine what products or services may be of interest to customers, and the strategy to use in sales, communications and business development.
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The management process through which goods and services move from concept to the customer. As a practice, it consists in coordination of four elements called 4P's:
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1. Product Development2. Product Life Cycle3. Branding Decisions4. Packing Decisions
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1. Product Development Idea Generation
Idea Screening
Business Analysis
Development and Testing
Market testing
Commercialization
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2. Product Life Cycle
Introduction StageGrowth Stage
Maturity StageExtension StageDecline Stage
Four things in mind
1. products have a limited life2. sales has distinct stages- with
challenges, opportunities, problems
3. profits rise and fall at stages4. products require different
marketing, financial, manufacturing, purchasing, and human resource strategies in each stage
Every product has a life cycleDefinition: A marketing theory in which products or brands follow a sequence of stages including : introduction, growth, maturity, and sales decline.
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INTRODUCTION
GROWTH MATURITY DECLINE
Third generation mobile phones
Portable DVD Players
Personal Computers
Typewriters
E-conferencing Email Faxes Handwritten letters
iris-based personal identity cards
Smart cards Credit cards Cheque books
EXAMPLES:
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Cost high
Sales volume low
No/little competition - competitive manufacturers watch for acceptance/segment growth losses
demand has to be created
customers have to be prompted to try the product
Stage-1:Market introduction stage
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costs reduced due to economies of scale
sales volume increases significantly
profitability
public awareness
competition begins to increase with a few new players in establishing market
prices to maximize market share
Stage-2: Growth stage
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no need for publicity
sales volume peaks
increase in competitive offerings
prices tend to drop due to the proliferation of competing products
brand differentiation, feature diversification
Industrial profits go down
Stage-3: Mature stage
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THE INTERNATIONAL PRODUCT LIFE CYCLE
MNC ManufacturesProduct in DevelopedCountries; Exports toDeveloping Countries
MNC MovesProduction toDevelopingCountry; BeginsImporting toHome Country
DevelopingCountry CompetitorExports Product To MNC HomeCountry; Competeswith MNC Imports
Developing CountryMarkets Remain ViableTarget Markets forMNC; MNC HomeCountry Market IsDiminishing
Sales
Introduction and Growth Stages:
Early Maturity:
LateMaturity
Decline
Time
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Product life cycle management of
Ambassador Car
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Product life cycle management (or PLCM) is the succession of strategies used by business management as a product goes through its life cycle. The conditions in which a product is sold (advertising, saturation) changes over time and must be managed as it moves through its succession of stages.
Product life cycle management
Mohammed Umair- 3rd sem B.com
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The Hindustan Ambassador is a car manufactured by Hindustan Motors of India. It has been in production since 1958 with few modifications or changes and is based on the Morris Oxford III model first made by the Morris Motor Company at Cowley, Oxford in the United Kingdom from 1956 to 1959.
Despite its British origins, the Ambassador is considered as a definitive Indian car and is fondly called "The king of Indian roads". The automobile is manufactured by Hindustan Motors at its Uttarpara plant near Kolkata, West Bengal. It was the most popular car in India and is perceived to be best suited to the harsh Indian terrain due to its very good suspension. Its iconic status was helped by the fact that it was the preferred means of conveyance of India's political leadership, including the Prime Minister of India, before they moved on to other luxury cars and SUVs. In 2002, then-Indian PM Atal Bihari Vajpayee started traveling in an armored BMW 7 Series for security purposes. However, some prominent Indian politicians, such as Sonia Gandhi, continue with their preference for the Hindustan Ambassador
Introduction
Mohammed Umair- 3rd sem B.com
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Origins
When the Birlas wanted a new model to replace their already old Hindustan models based on Morris Oxford Series II (Hindustan Landmaster), they scouted for the then-new Morris Oxford Series III. The car initially came with a side valve engine but was later improved to an overhead valve engine. Also the car at that point was quite an innovation with a fully enclosed monocoque chassis, which is why it is spacious inside.
Hindustan Motors Limited (HM), India's pioneering automobile manufacturing company and flagship company of the C.K. Birla Group was established just before Indian independence, in 1942 by B.M. Birla, commencing operations in a small assembly plant in Port Okha near Gujarat,
Mohammed Umair- 3rd sem B.com
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Evolution
The Amby, as it is affectionately called, has been in continuous production since its inception, with very few changes to its frame.
In 1948, Hindustan Motors shifted its assembly plant from Port Okha in Gujarat to Uttarpara in West Bengal's Hooghly district and strengthened its manufacturing capacity in the automobile segment.
The 1954 Morris Oxford series II in India was licence-built at Uttarpara, (Hooghly dist.), West Bengal, three years after its debut in England and labelled as the 1957 Hindustan Landmaster. It had a rounded rear squab and a curvaceous sloping hood.Engaged in the manufacture of the Ambassador, Contessa and utility vehicles like the Trekker, Porter and Pushpak, the plant also has to its credit, many innovations and improvements in the automobile industry in India. Hindustan Motors is the only manufacturing facility in the world to manufacture parts for Bedford trucks currently.
Mohammed Umair- 3rd sem B.com
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Ambassador Mark I to Mark IV
The Amby, as it is affectionately called, has been in continuous production since its inception, with very few changes to its frame.
In 1948, Hindustan Motors shifted its assembly plant from Port Okha in Gujarat to Uttarpara in West Bengal's Hooghly district and strengthened its manufacturing capacity in the automobile segment.
The 1954 Morris Oxford series II in India was licence-built at Uttarpara, (Hooghly dist.), West Bengal, three years after its debut in England and labelled as the 1957 Hindustan Landmaster. It had a rounded rear squab and a curvaceous sloping hood.Engaged in the manufacture of the Ambassador, Contessa and utility vehicles like the Trekker, Porter and Pushpak, the plant also has to its credit, many innovations and improvements in the automobile industry in India. Hindustan Motors is the only manufacturing facility in the world to manufacture parts for Bedford trucks currently.
Mohammed Umair- 3rd sem B.com
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Ambassador Mark I to Mark IV
Mark I
Mark II
Mark III
Mark IV
Mohammed Umair- 3rd sem B.com
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Ambassador Nova
Ambassador Nova was launched in early 90s in two variants- a 55 bhp petrol powered Deluxe version and a 37 bhp diesel powered Diesel DX version. Ambassador Nova had a newly designed steering wheel, new steering column, better brakes and electricals. Also it had some cosmetic changes which included a new radiator grill also.
Mohammed Umair- 3rd sem B.com
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Ambassador 1800 ISZIn an attempt to increase its appeal,in 1992 another version was released. Dubbed the Ambassador 1800 ISZ, this model featured a powerful 75 bhp 1800 cc Isuzu engine and a 5speed gearbox, and also had the option of bucket seats, as opposed to the earlier bench seats. Also, the entire dashboard was redesigned. Instrumentation panels were shifted from the centre of the dashboard to the right, behind the steering wheel. Seat belts became mandatory. At that time no Indian cars had such a powerful engine and it was the fastest car of that time.
Mohammed Umair- 3rd sem B.com
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Ambassador Ambassador Classic
After the millennium renovation project at the Uttarpara Plant, the Ambassadors released were renamed as Ambassador Classic. These models feature a redesigned dashboard, polyurethane seats, pull type door handles and the steering column gear lever was replaced by floor shift gears and had a tweaked up suspension. The higher end models featured servo assisted disc brakes and power assisted TRW steering.
Hindustan Ambassador Classic on the streets of Kolkata
Mohammed Umair- 3rd sem B.com
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Ambassador Avigo
Its most radical revision, a part of a brand revitalization kicked off in the middle of 2003, was the Avigo (a break from the Ambassador marque indicating a different marketing strategy), launched in the summer of 2004. The revitalization consisted of the Ambassador Classic of mid-2003, the Ambassador Grand of late-2003, and the aforementioned Avigo, designed by Manvindra Singh. Car enthusiasts, however see this as a desperate attempt to claw back the dwindling market share. Notable influences on the new design include the new Mini, and even the Porsche 356. However, the most overpowering influence on the front and bonnet has been that of the original Landmaster series (also based on Morris Oxford). The rear of the car has been left untouched, and this leads some to feel that the car is not really different from an Ambassador. Retro-car enthusiasts would have preferred a rounded back (without the small fins), while as a current car, the regular-look Ambassador is very good itself. The Avigo, however, has much more classic-touch internals, like a centrally mounted console (like the Mark IV models), beige colored seats and wood-grain interiors
Mohammed Umair- 3rd sem B.com
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EnginesIn the early 1990s, the old BMC 1.5L petrol engine was replaced in favour of an Isuzu 1.8 litre engine and became the fastest production car in India, beating Fiats, and the Maruti Suzuki cars at that time. The engines currently available are the 1.8L 75 bhp MPFI petrol engine and a 2.0L 50 bhp Isuzu diesel engine.
Extended version
Many local customisers offer stretched versions, though they are not very popular. One such manufacturer is Parikh, whose effort is called the "Ambylimo"
Customized version
Car designer Dilip Chhabria created a concept inspired by the Ambassador. version, the Ambierod. This car is not manufactured by Hindustan Motors nor is it based on the ambassador. Several styling ques however have been borrowed from the Ambassador.
Mohammed Umair- 3rd sem B.com
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Ambassador Mark I
Ambassador Mark II
Ambassador Mark III
Ambassador Mark IV
Ambassador Nova
Ambassador 1800 ISZ
Ambassador Classic
Ambassador Avigo
First phase
Second phase
Mohammed Umair- 3rd sem B.com
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Branding Decisions
Within every
brand is a product,
but not every
product is a brand
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An identifying symbol, word
s, or mark that distinguishes
a product or company from its competitors.
Usually brands are registered (trademar
ked) with a regulatory authority and so cannot
be used freely by other parties. For many
products and companies, branding is
an essential part of marketing.
Bra
nd
ing
Dec
isio
ns
Attributes
Benefit
sCulture Va
lues
Personality
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Attributes
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Values
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Bra
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User
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Multi-brand
Corporate
brand
Individual
brand
Range brandi
ng
Private brandi
ng
Generic
branding
1. Corporate branding refers to use of company's name as a product brand name in order to associate credibility of established company name to the product.
2. Individual brand: Individual branding refers to use of unique brand name for each product offered by a company in order provide a separate image and identity.
3. Multi-Brands: This contrasts corporate branding, Individual branding refers to use of different brand names for two or more mutually competing products offered by a company.
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Brand Positioning what the consumer can expect?
Dove Dove for beautiful skin
With Dove women can experience the ‘real’ difference by realizing their personal beauty potential by creating products that deliver real care.
Lux Iconic beauty bar used by the most beautiful and iconic stars of the world
Lux encourages women to express their beauty by giving them a million dollar feeling every time they use one of Lux’s exquisite products.
Lifebuoy Germ Protection Soap Lifebuoy makes people safe and secure by meeting their personal care hygiene & health needs.
Pears Pure & Gentle for skin Pears keeps your skin soft and smiling with innocence. It is so pure that you can actually see through it.
New Liril Clean, fresh and full of life skin
New Liril 2000 makes every part of your skin come alive with freshness.
Hamam Mild, family soap Indian-made natural soap which give effective protection from 10 skin problems like rashes, pimples, prickly heat, body odour etc.
Rexona Aromatic fragrance o the Indian women
Rexona’s irresistibly silky soft skin and lingering aromatic fragrance proposition has been an ally to the Indian women to keep those compliments flowing in from their loved ones.
Unilever’s individual brand strategy
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4. Range branding: refers to use of different ranges of product in effect creating a family of products offered by a company. for example Lakme owned by uniliver offer a wide range of high performance and world class colour cosmetics, skincare products, and beauty salons.
5. Private branding (distributors own brand)Private branding involves selling of products by the manufacturer in bulk to large distribution channel member (usually a retailer) with a freedom use their own name on the product.
6. Generic brand involves selling of products without brand name and they are usually sold at the lowest price possible as there is no due promotional expenses involved.
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Branding strategy
Advantages Disadvantages
Corporate brand
The strength of the corporate brand is conveyed to all products
Promotional costs are spread across all products
Any new product failure has the potential to damage to the corporate brand.
The positioning of the corporate brand constrains decisions on the quality and pricing for individual products
Multi-brand Allows individual differentiation of brands
Allows products to be occupy different positions in the same market i.e. a premium and a discount brand from the same parent company
Current brands are insulated from any new product failures
Each brand requires a separate promotional budget
Market sectors have to contain enough potential to support more than one brand
Highly focused brands are hard to reposition once a market enters decline
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Branding strategy
Advantages Disadvantages
Individual brand
Product can be supported by the reputation of an existing corporate brand while at the same time the individual characteristics of the specific offering can be emphasised
A new product failure has the potential to cause some damage the company brand
The positioning of the company brand constrains decisions on quality and pricing of the individual product
Range brand The strength of the brand is conveyed to all the products in the range
Promotional costs are spread across all the products in the range
Any new product failure has the potential to damage the range brand
The positioning of the brand constrains decisions on quality and pricing for individual productsPrivate brand Demands little
promotional spend by producer
Producer can concentrate on gaining cost efficiency through volume production
Marketing decisions controlled by distributors
Removes the producer from direct contact with the market
Generic brand Little promotional budget, reduced packaging costs
Competition becomes based mainly on price and service levels
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PACKAGE AND LABELLING
Meaning and Definition According to Philip Kotler,
Packaging is an activity of designing and producing the container for a product.
Labelling involves attaching a small piece of paper, fabric, plastic, or similar material that is part of the package, to identify it or give instructions or details concerning its ownership, use, nature, destination, etc.
Functions
Protection and preservation
Information transmission
Containment
Product Promotion
Product Identification
Convenience
Product Positioning
Enhances product image and Appeal
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Pac
kin
g D
ecis
ion
s
Packing DecisionsFamily
Packing
MultiplePacking
ReusePacking
EcologicalPacking
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JOHNSON'S NEW BORN BABY GIRL PACKAGE
Johnson's New born baby girl Package. An exclusive package goes decorated in a cane basket with a Greetings card with your wish written on it. This package contains:
Baby Towel (Pink Colour,medium size)
Pampers - 24 piece
Johnson’s baby powder-200 gm
Johnson’s baby oil-300 ml
Johnson’s baby shampoo-200 ml
Johnson’s baby cream-100 gm
Johnson’s baby soap-150 gm
Johnson’s baby wash-200 ml
Johnson’s baby brush-1 ps
Whether you're on vacation or just out for the day, this assortment of products will help you pack lighter and more quickly. Just grab it and go!
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PRICING DECISIONS
According to Philip Kotler is “Price is the amount of money charged for a product or service.”
“Price is the assignment of value, or the amount the consumer must exchange to receive the offering or product”. − Michael R. Solomon, Elnora W. Stuart & Greg W. Marshall
In the word J. Walker, “Price is equal to the total product offering.
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FACTORS INFLUENCING PRICING DECISIONS
Internal Factors
Organizational Consideration
Marketing Mix Strategy
Product Uniqueness
Cost of production
Stage of product Life Cycle
Pricing objectives
Depth of distribution channel
External Factors
Product Supply & Demand
Degree of Competition
Economic Situation
Government Regulations
Ethical Considerations
Suppliers
Consumer behaviour
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STEPS IN PRICE DETERMINATION
1. DEVELOP PRICING OBJECTIVES:
2. ESTIMATING DEMAND, COST AND REVENUE
3. ANTICIPATE COMPETITION
4. DETERMINING EXPECTED MARKET SHARE
5. CHOOSE A PRICING STRATEGY
6. IMPLEMENTATION AND REVIEW
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METHODS OF PRICING OR PRICING STRATEGIES & TACTICS
Based on Customer• Odd-even
pricing• Psychologica
l pricing• Prestige
pricing• Dual pricing• Price lining
Based on competition• Penetration
pricing• Skimmed
Pricing• Monoploy
pricing• Admisitrated
Cost and Demand• Cost based
pricing• Demand
based pricing
• Target rate pricing
Geography Pricing• FOB Pricing• Zone Pricing• Basic point
pricing
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1. Odd-even pricing The odd-even pricing method lowers the rounded-up price of a product by
a paise or so, which people perceive as significantly lower than the rounded-up price.
For example, if the top price range for a jeans pant is Rs. 500 then the marketer would probably reduce it to Rs. 499.95 because most customers think this price is much cheaper.
2. Psychological pricing In Psychological pricing marketer uses the customer's emotional
response to encourage sales.
Consumer often assumes that a higher product price indicates a higher level of quality and vice versa.
3. Prestige pricing Prestige pricing, also known as premium pricing, in prestige pricing
strategy prices are set higher than normal to create an image of superior quality and social status.
The strategy behind prestige pricing is not tied to its quality but more to its image.
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4. Dual pricing In dual pricing marketers sell the same or identical product at
different prices in different markets.
Dual pricing is not necessarily an illegal pricing practice as it done with an objective of dumping in different markets or due to government regulations.
5. Price Lining Price lining, also referred to as product line pricing, is pricing process
wherein prices are set with certain price points believed to be attractive to customer.
The objective behind this is to appeal to different segments of the market. For example, a car sellers in India come up three variants in the same
model: a value model, a standard model and a limited model. While each model has a different price point, the costlier model is seen as higher-end when compared to the base model, while both retain the same brand name.
Similarly a movie theatre offer tickets at three levels of prices, such as Rs. 200 (for Balcony), Rs. 150 (middle class) and Rs. 75(front stall) three distinct areas within the theatre offered for the customers to match the range they can afford.
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B: BASED ON COMPETITION
Penetration pricing A pricing strategy in which a firm introduces a new product at a very low
price to encourage more customers to purchase it.
Skimmed pricing Price skimming is a pricing strategy in which a marketer charges a very
high premium price for a given product or service.
Monopoly pricing A monopoly is when a business dominates the entire business segment
with no competitors, monopolies are usually bad for an economy because they restrict free trade, which allows the market itself to set prices.
Administered pricing In administered pricing the price of a products or services is set by
government or regulatory bodies, instead of being determined by regular market forces of supply and demand.
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C: BASED ON COSTS AND DEMAND
Cost plus pricing method In this method of setting prices in which the seller totals all the
costs for the product and then adds an amount to arrive at the selling price.
Target return pricing Target rate of return pricing is a pricing method in which firm
determines the price that would yield its target rate of return on investment (ROI).
Demand based pricing method In this method prices are based on demand for the product, if
the demand is high then the prices are raised and if the demand is low the prices are cut off.
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D: BASED ON GEOGRAPHICAL LOCATION
FOB pricing (Free on Board) FOB pricing means a price which includes goods plus the
services of loading those goods onto some vehicle or vessel at a named location.
Zone pricing Zone pricing strategy involves setting prices of goods or
services based on the location where they will be offered for sale to customers.
Base point pricing Base point pricing is a pricing system under which marketers
set on the basis of a base point cost plus transportation costs to a given market.
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ROLE & IMPORTANCE OF PRICING
Profitability depends on pricing
Price is determinant of buying decision
Price influences customer perception
Price is weapon to fight competition
Price is an important part of sales promotion
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PLACE/PHYSICAL DISTRIBUTIONIN ORDER TO MOVE GOODS FROM THE PRODUCER TO THE CONSUMER, A CHANNEL OR NETWORK OF INTERMEDIARIES ARE REQUIRED.
Physical distribution in marketing implies to set of activities dealing with Handling, movement, and storage of goods from the point of origin to the point of consumption. Scope of
Physical Distributio
n
The Supply Chain Logistics
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THE SUPPLY CHAIN
Supply chain refers to set of activities that control flow of goods amongst network of interconnected businesses to maximize total profitability.
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LOGISTICS Scope and Function of Logistics management
Order Management
Order management is a process of dealing with purchase requests of customers, this includes order entry, picking, packing, shipping, and billing.
Warehousing
Once the stock is procured and assembled the next important process is to preserve the stock systematically for which proper storage and warehousing is required.
Transportation
It is important to note the availability of resources required by industries such as labour, raw materials are scattered or concentrated in certain geographical regions and in order to integrate these resources transportation plays an instrumental role.
Material Management
Materials management is an important part of logistics that deals with planning, organizing, and controlling flow of from the suppliers up to the end of production process.
Inventory Control
Inventory control is the process of monitoring and coordinating supply, storage, distribution, and recording of materials in order to insure an adequate supply without excessive oversupply.
Logistics is the managing, designing and improving flow of resources between the point of origin and the point of destination through the supply chain.
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TYPES OF CHANNELS OF DISTRIBUTION
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FUNCTIONS OF CHANNEL INTERMEDIARIES
Procurement & Assembling
Warehousing and storing
Grading and Packing:
Selling
Assumption of Risk:
Financing:
Supply of Market Information:
Advertising & Communication
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FACTORS AFFECTING CHOICE OF DISTRIBUTION CHANNEL
Physical Nature Physical nature of the product signifies perishability, sizes & weight of
the product.
Perishable products (E.g. milk, butter, cheese, fish, etc.) should have a short distribution channel as products gets decay or spoiled very fast.
Technicality of product The technicality requirement confines special training and expertise to
practically handle and use the products. Therefore product with technical nature are usually sold directly by the producer to consumers
Product range A product a variety products of the same product platform that appeal
to different market segments manufactured by a single company. In case producer offer a narrow product range then it is ideal to distribute through wholesalers and retailers
A: Product Factors
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FACTORS AFFECTING CHOICE OF DISTRIBUTION CHANNEL
Product Price Products with low unit price (e.g. salt, sugar, wheat, rice etc.) are
generally consumed on very large scale and therefore it should be sold through middlemen (through a long channel) as producer cannot bear the cost of direct selling.
On the other hand products with high unit price (e.g. gold, silver) involves low turnover and therefore a smaller distribution channel is required.
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FACTORS AFFECTING CHOICE OF DISTRIBUTION CHANNEL
Government Regulations In case of some products Government regulations influences choice of
distribution channel. For instance products liquor, arms and ammunition, drugs etc. can be distributed only through li censed shops.
Buyer's Behaviour Buyer’s may or may not intend to apply time and effort on shopping, buyers have
different expectation like personal attention, one-stop shopping, customized service, credit facilities and some prefer self-service. Depending on these expectation the most appropriate trade channel should be selected.
Composition of target market If the customers is very large, then requires services of the middlemen. In
contrast limited customer base requires direct marketing as it is easy to manage limited customers.
Availability of channel Finally the Choice of a channel is also influenced by the availability of distribution
partners. On account of non-availability of desired type of middlemen producer may have to set up self owned distribution system.
B: Market Factors
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FACTORS AFFECTING CHOICE OF DISTRIBUTION CHANNEL
Institutional Factors
Financing Capacity
Promotional Ability
After sales service
Channel Cost
Organisational Factors
Financial Resources
Reputation
Marketing Policy
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DISTRIBUTION APPROACH
Type Description Example
Intensive Distribution
In this approach Marketers sells its products through as many outlets as possible (wholesalers or retailers that are willing to stock and sell the product), so that the consumers encounter the product everywhere they go.
Soft drinks, Biscuits and films
Exclusive Distribution
In this approach a product is sold only through a single outlet in a particular region. Usually, exclusive distribution is undertaken when the manufacturer desires more aggressive selling from channel partners.
Cars, Bikes and Premium apparel
Selective Distribution
In selective distribution, the number of outlets that may carry a product is limited, but more than exclusive distribution.
Clothing, Home furnishings
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PROMOTION
Promotion is a set of activities designed to inform and persuade consumers about the products or services offered by the marketer.
Objective How it is Done?Create Awareness
Frequent advertisements, Slogans and jingles and Publicity stunts
Educate customer
Brochures, websites, newsletters and Personal selling
Persuade Celebrity endorsements, Status appeals and Sex appeals
Reinforce to buy
Coupons, Discounts, offers and Samples
Retain customer
Follow and feedback, reward and recognition
Objectives of Promotion
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ELEMENTS OR METHODS OF SALES PROMOTION
AdvertisingSales
promotion
Public relation
s
Personal selling Publicity
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ADVERTISING
According to John E. Kennedy, “Advertising is simple way of selling something in the most effective methods possible. Good advertising creates sales and not just attention”
In the words of R.H. Colley, “Advertising is mass period communication the ultimate purpose of which is to impart information, develop attitudes and induce action beneficial t the advertiser”
American Marketing Association says, “Any paid form of non-personal presentation of ideas, goods or services by an identified sponsor”.
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MEDIAS OR METHODS OF ADVERTISEMENTS
Media of Advertisem
ent
Broadcast Media
Television
Radio
Non-Broadcast
Media
Cinema
Cable TV
Discs
Outdoor Media
Hoardings
Boards
Posters
Direct Response
Mailers
Pamphlets
Telemarketing
Internet
Social Networks
Search Engines
Youtube
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PROS AND CONS OF VARIOUS METHODS OF ADVERTISEMENTS
Pros TV is extremely creative and flexible.
Network TV is the most cost-effective way to reach a mass audience.
Cable and satellite TV allow the advertiser to reach a selected group at relatively low cost.
A prestigious way to advertise.
Can demonstrate the product in use.
Can provide entertainment and generate excitement.
Messages have high impact because of the use of sight and sound.
Cons The message is quickly forgotten unless it is
repeated often.
The audience is increasingly fragmented.
Although the relative cost of reaching the audience is low, prices are still high on an absolute basis—
often too high for smaller companies. A 30-second spot on a prime-time TV sitcom costs well over Rs 1,50,000.
Fewer people view network television.
People switch from station to station and zap commercials.
Rising costs have led
Television
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PROS AND CONS OF VARIOUS METHODS OF ADVERTISEMENTS
Pros Good for selectively targeting an
audience.
Is heard outside the home.
Can reach customers on a personal and intimate level.
Can use local personalities.
Relatively low cost, both for producing a spot and for running it repeatedly.
Because of short lead time, radio ads can be modified quickly to reflect changes in the marketplace.
Use of sound effects and music allows listeners to use their imagination to create a vivid scene.
Cons Listeners often don’t pay full attention to
what they hear.
Difficulty in buying radio time, especially for national advertisers.
Not appropriate for products that must be seen or demonstrated to be appreciated.
The small audiences of individual stations means ads must be placed with many different stations and must be repeated frequently.
Radio
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PROS AND CONS OF VARIOUS METHODS OF ADVERTISEMENTS
Pros Wide exposure provides extensive
market coverage.
Flexible format permits the use of colour, different sizes, and targeted editions.
Provides the ability to use detailed copy.
Allows local retailers to tie in with national advertisers.
Readers are in the right mental frame to process advertisements about new products, sales, etc.
Timeliness, i.e., short lead time between placing ad and running it.
Cons Most people don’t spend much time reading
the newspaper.
Readership is especially low among teens and young adults.
Short life span—people rarely look at a newspaper more than once.
Offers a very cluttered ad environment.
The reproduction quality of images is relatively poor.
Not effective to reach specific audiences.
Newspapers
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PROS AND CONS OF VARIOUS METHODS OF ADVERTISEMENTS
Pros Most of the population can be
reached at low cost.
Good for supplementing other media.
High frequency when signs are located in heavy traffic areas.
Effective for reaching virtually all segments of the population.
Geographic flexibility.
Cons Hard to communicate complex messages
because of short exposure time.
Difficult to measure advertisement’s audience.
Controversial and disliked in many communities.
Cannot pinpoint specific market segments.
Outdoor
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PROS AND CONS OF VARIOUS METHODS OF ADVERTISEMENTS
Pros Can target specific audiences and individualize
messages.
Web user registration and cookies allow marketers to track user preferences and Web site activity.
Is interactive—consumers can participate in the ad campaign; can create do-it-yourself ads.
An entertainment medium allowing consumers to play games, download music, etc.
Consumers are active participants in the communication process, controlling what information and the amount and rate of information they receive.
Web sites can facilitate both marketing communication and transactions.
Consumers visit Web sites with the mindset to obtain information.
Cons Limited to Internet users only.
Banners, pop-ups, unsolicited e-mail, etc., can be unwanted and annoying.
Declining click-through rates for banners-currently less than 0.03 percent.
If Web pages take too long to load, consumers will abandon the site.
Phishing is e-mail sent by criminals to get consumers to go to phony Web sites that will seek to gain personal information such as credit card numbers.
Because advertisers’ costs are normally based on the number of click-through, competitors may engage in click fraud by clicking on a sponsored link.
Difficult to measure effectiveness
Outdoor
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ROLE AND IMPORTANCE OF ADVERTISING
Persuades customer
Provides information
Image creation
Image creation
Motivates distribution partners
A tool to fight competition
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ADVERTISEMENT A BOON OR BANE
Boon
Helps in promotion of products or services
Assist channels partners to sell
Creates brand awareness
Encourages salesman
Provides information to the customers
Advertising increases sales, employment and profits.
Source of entertainment for the people
Bane
Increases product costs
Misleads the Consumer
Advertisements are annoying and stupid
Influences purchasing power
Creates unwanted desires
Encourage monopoly
Vulgar advertisements offend public decency
Wastage of national resources
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PERSONAL SELLING
According to Philip Kotler, "Personal Selling: face to face interaction with one or more perspective purchasers for the purpose of making presentations, answering questions, and procuring orders"
Personal Selling adds personal touch to promotional activities, personal selling is usually adopted by firm that uses a “push strategy” in which the objectives is to “push” or sell the product through channel partners such as retailers, sales personnel.
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STEPS IN PERSONAL SELLING Prospecting
Identify potential buyers and preparing a list of prospects or sales leads (potential buyers)
Preapproach
Learn as much as possible about the prospect prospective customers and planning the sales interview
Approach
Making initial contact with the potential customer and creating a favorable impression about the product
Presentation
Sales presentation is to attract the prospect's attention, stimulate interest and desire for the product. It is also important to invite the customer’s involvement in the conversation.
Handle Objections
Clear the doubts that the customer may have with a positive approach and asks the buyer to clarify the objection.A good sales man turns the objection into a reason for buying.
Close the Sale
Climax of selling process in which salesperson actually asks the customer to buy the product.
Follow up
Activities after the sale that provide important services to customers.
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ROLE, BENEFITS AND IMPORTANCE OF PERSONAL SELLING
Provides flexibility: Salesman can tailor his sales presentation to fit the needs, motives and attitudes of prospective customer.
Builds Relationships: Personal touch, extensive care and customized service makes the most for building strong customer relationships.
Persuasive impact: By comprehending effectively a salesman attracts the attention of customer and drives the customer to take up the product.
Educates Customer: By providing information and guidance to customers a salesman assists customers in satisfying their wants.
Interactive: Personal selling involves two-way flow of communication between the salesman and prospective customer which helps in understanding the needs and behaviour customers.
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PERSONAL SELLING SUFFERS FROM THE FOLLOWING DRAWBACKS:
Widely misunderstood: Customers perceives most of the salespeople as arrogant, aggressive, greedy and manipulative.
High cost: To attract top-quality sales reps, the company has to develop an attractive salary package and further spend huge money on formal training programs.
Labour intensive: It is difficult to build and develop a professional sales force.
Limited Reach: Cannot reach as many customers as quickly through personal sales.
Sales Pressure: Most sales jobs bear a striking resemblance to a pressure cooker.
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SERVICE MARKETING MIX: (EXTENDED MARKETING MIX)
According to Philip Kotler, “A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.”
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5. PEOPLE
People in service marketing mix means the employees of an organization who represent the organisation to the customer.
They are the first point of contact to the customers
Employees are real brand ambassador who represent the brand for customers
The personal interaction between consumers and service providers has been termed the "service encounter" in the services marketing.
Staff require appropriate interpersonal skills, attitude and service knowledge in order to deliver a quality service.
Role clarity of frontline staff is critical to their perceptions of service quality in services marketing.
Employees directly influence customer satisfaction with their offerings, they perform the role of marketers.
Thus role of employees is a critical factor in services marketing as:
They are the service
They are the organization in the customer’s eyes
They are the brand ambassadors
They are the marketers
Role of People(employees) in Services marketing
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6. PROCESS Service process is the way in which a service is delivered to the
end customer.
service process is an important element and service provider must carefully examine the process problems that are most annoying to customers
Service delivery processes
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INFRASTRUCTURE SUPPORT In order to manage the entire process of service
management a well defined and organised system is required.
By implementing this system an organisation manages and integrates the important parts of service deliver such as planning, marketing, finance, human resources, operations and Customer relationship management.
The system in this context includes Infrastructure–basic physical, organizational structures and facilities required for the operations of a service enterprise. For instance information technology, hardware, software solutions, telecommunication system and other service management applications.
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B. BACK OFFICE PROCESS:
Back office is a part of internal operations of a service enterprise that carries activities that are necessary to deliver service product, operations carried in back office are not accessible or visible to the customers.
To serve administrative department in their routine operations
Collaborate with sales and marketing teams to facilitate service delivery
Execute marketing research and surveys followed by reporting
Assist front office in preparing, scheduling and organizing meetings, events and appointments.
Perform competitor product analysis and prepare reports.
Assist front office staff in maintaining the office premises clean and neat.
Support sales staff in handling and documenting customer accounts.
Order fulfilment and client services
Document and case management
Why Back office? – Need, Role, objectives and Importance
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C. FRONT OFFICE PROCESS: Front office in services marketing is the department responsible interacting
with outside entities such as customers and prospects.
Front office process is directly accessible and visible to customer in service delivery process, further front office co-ordinates with the back-office departments to maintain a two-way flow of information.
To understand customer expectations
To demonstrate service benefits
To deliver service with quality performance
To guide customers in buying decision
Employee quality, training and satisfaction issues
Why Front office? – Need, Function, Role, objectives and Importance
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7. PHYSICAL EVIDENCE The last component in service marketing mix is a physical evidence, as
discussed earlier services are intangible in nature, therefore customers can’t see, touch, or smell service.
To create a better customer experience tangible clues has to be delivered with the service.
Service delivery processes
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SERVICE PROCESS—WAY IN WHICH A SERVICE IS DELIVERED TO THE END CUSTOMER AND STEPS TAKEN TO ACHIEVE DESIRED RESULTS.
Deciding location of service delivery
Defining service standards
Establishing service approach
Assesing level of customer invovlement
Understand the nature of Service
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DESIGNING THE SERVICE PROCESS: INFLUENCING FACTORS & STEPS
Understand: Nature of Service Some services requires more resources and some requires less, for
instance in order to deliver a tour package to a customer there are a number of activities involved—such as transport, accommodation, meals, attractions and entertainment, all this can be carefully combined into a complete packaged experience.
On the other hand some services requires less resources—Laundry, teaching, legal advisory.
What is the level of: Customer involvement Service experiences are the outcomes of interactions between
organizations, related processes, service employees and customers.
In many services customers themselves have vital roles to play in creating service outcomes and ultimately enhancing or detracting from their own satisfaction and the value received.
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DESIGNING THE SERVICE PROCESS: Customer
involvementCustomer presence during service Delivery
Low Moderate HighCustomer input
not need for service deliver
Inputs are required to deliver service
effectively
High involvement of customer is
required to deliver personalized
service
Service Type
Dry cleaning & Laundry
Car wash Computer
servicing Utility Bills
payment To watch
movie in theatre
Amusement parks
Bus travel Junk food
Hair cut House
construction Computer
servicing Utility Bills
payment Tour package Catering service DTH cable
service Medical
Consultation
Marriage Counselling
Career Guidance
Coaching Fitness
programmes
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DESIGNING THE SERVICE PROCESS: INFLUENCING FACTORS & STEPS
Establishing: Service approach- Whether to standardize or customize For instance Lakmé Salon follows pre-defined operating
procedure (standardization) in delivering its services- this means customer would experience a minimal difference in full body massage availed in Bangalore or Delhi.
Concept of standardization is more suitable for high volume and non-focussed services in which customer involvement is very less or moderate.
Customization of Service It not a good idea to always standardize a service, customers
often appreciate a service that is tailored to match their requirements.
Thus customised service requires more focus and commitment from the service provider and greater degree of customer involvement is also required.
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DESIGNING THE SERVICE PROCESS: INFLUENCING FACTORS & STEPS
Defining: Service Quality & standards
Quality is the degree of excellence in performing a task and standards are acceptable way of delivering the output by use of establish principles.
The perception concerning the quality of service received by a customer determines customer satisfaction and loyalty
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HOW TO MEASURE SERVICE QUALITY?
GAP analysis GAP analysis is process to measure the difference
between a customer’s expectation of a service quality and actual performance delivered by the service provider.
There are various methods of managing and assessing service quality, the most widely accepted service quality measurement concepts include SERVQUAL and GAP analysis.
Nature of GAP DescriptionKnowledge GAP
Difference between consumers’ expectations and management’s perceptions
Standards GAP Difference between management perceptions and service quality specifications the firm sets
Delivery GAP Difference between expected service and actual serviceCommunicationGAP
Difference between actual service provided to customer & service promised (communication- Oral or written)
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HOW TO MEASURE SERVICE QUALITY?
SERVQUAL is a scale to measure consumers’ perceptions of service quality by using five dimensions that includes tangibles, reliability, responsiveness, assurance, and empathy.
Dimension
Description Evaluation Criteria Example
Tangibles
Physical evidence of the service
Appearance of physical facilities
Appearance of service personnel
Tools or equipment used to provide the service.
A clean and professional looking office.
A clean and well dressed lecturer.
The equipment used in a medical examination
Reliability
Consistency and
dependability in performing the service
Accuracy of billing or record keeping
Performing services when promised
An accurate bank statement
A confirmed hotel reservation
An airline flight departing and arriving on time
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Responsiveness
Willingness or readiness of
employees to provide the
service
Returning customer phone calls
Providing prompt service
Handling urgent requests
A waiter re-filling a customer's glass of wine without being asked
An ambulance arriving within three minutes
AssuranceKnowledge/competence of employees and ability to convey trust
and confidence
Knowledge and skills of employees
Company name and reputation
Personal characteristics of employees
A highly trained financial adviser
A known and respected service provider
A doctor's bedside manner
Empathy
Caring and individual attention
provided by employees
Listening to customer needs
Caring about the customer's interests
Providing personalised attention
Also access with regard to approachability and ease of contact from the customer is of importance to issues that may be raised by the customer.
A store employee listening to and trying to understand a customer's complaint
A nurse counselling a heart patient
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DESIGNING THE SERVICE PROCESS: INFLUENCING FACTORS & STEPS
Identifying: Location of service delivery
In case of services place indicates where the service product is going to be located.
Place can be physical or virtual, in a case of a physical place, service provider and service recipient can physically meet and interact with each other whereas in a virtual place they meet through internet.
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Service Blue Print
A service blueprint is a systematic representation of all the activities involved in a service process with a description specifying how the service will be provided.
1. Physical Evidence: All the tangible evidence that customer encounters before they buy a product service.
2. Customer Action: It is a step that customers take to buy a service influenced by physical evidence.
3. Points of Contact: This includes Onstage contact employee actions that involve face-to-face interactions with customers and also Backstage contact employee actions who are not accessible or visible to the customers, as they operate backstage to ensure that services are delivered.
4. Support processes: This constitutes people and technological infrastructure to facilitate the service process. individuals part of this section usually interact only with backstage contact employees.
5. Line of Difference:
1. Line of interaction: direct interactions between the customer and organization.
2. Line of visibility: this line separates all service activities that are visible to the customers from those that are not visible.
3. Line of internal interaction: separates contact employees activities from those of other service support activities and people.
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