149 Chapter – IV Consumer Behaviour And Marketing Strategies of Soft Drinks Introduction Consumer behavior is defined as the behavior that consumer display in searching for purchasing using. Evaluating and disposing of product and services that they expect will satisfy their needs. Consumer behavior focuses on how individuals make decisions to spend their available resources (time, effort, money) on consumption related items. This includes what they buy. Why they buy it, when they buy it, where they buy it, how often they buy it, how often they use it, how they value it after the purchase and the impact of such evaluation on future and how they dispose it. In another words, Consumer behavior can be define as the behavior of individual in regards to acquiring, using and disposing of products, services, ideas or experiences. Consumer behavior also includes the acquisition and use of information. Thus, communication with consumer and receiving feedback for them is a crucial part of consumer behavior which is of great interest to marketers. The soft-drink industry comprises companies that manufacture nonalcoholic beverages and carbonated mineral waters or concentrates and syrups for the manufacture of carbonated beverages. Soft drink products have been well accepted by consumers and gradually overtaking hot drinks as the biggest beverage sector in the world. In the midst of the rapidly growing soft drink demand, the industry on the whole is
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149
Chapter – IV
Consumer Behaviour And Marketing
Strategies of Soft Drinks
Introduction
Consumer behavior is defined as the behavior that consumer
display in searching for purchasing using. Evaluating and disposing of
product and services that they expect will satisfy their needs. Consumer
behavior focuses on how individuals make decisions to spend their
available resources (time, effort, money) on consumption related items.
This includes what they buy. Why they buy it, when they buy it, where
they buy it, how often they buy it, how often they use it, how they value it
after the purchase and the impact of such evaluation on future and how
they dispose it. In another words, Consumer behavior can be define as the
behavior of individual in regards to acquiring, using and disposing of
products, services, ideas or experiences. Consumer behavior also includes
the acquisition and use of information. Thus, communication with
consumer and receiving feedback for them is a crucial part of consumer
behavior which is of great interest to marketers.
The soft-drink industry comprises companies that manufacture
nonalcoholic beverages and carbonated mineral waters or concentrates
and syrups for the manufacture of carbonated beverages. Soft drink
products have been well accepted by consumers and gradually overtaking
hot drinks as the biggest beverage sector in the world. In the midst of the
rapidly growing soft drink demand, the industry on the whole is
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encountering new opportunities and challenges. Changing consumer
demands and preferences require new ways of maintaining current
customers and attracting new ones. A mid ever increasing competition,
beverage companies must intensely court customers, offer high quality
products, efficiently distribute them, ensure safety and keep prices low all
while staying nimble enough to exploit new markets by launching new
products. Recent developments in soft drink consumption and challenges
in marketing have heightened the need for searching the consumer’s
needs and preferences.
It is becoming increasingly difficult to ignore the existence of soft
drink in today’s market. Since the inception of soft drink in the 1830’s, its
consumption steadily increased with technological advances in
production and increased product availability. Recent statistics suggests
that despite India’s huge population and the fact that around 47% of the
population is composed of persons below 30 years of age, the per-capita
consumption of soft drinks in India remains very low at approximately at
5.2 liters which indicates huge potential for market of soft drinks in India.
Consumer Buying Preferences
Consumer preferences is used primarily to mean to select an option
that has the greatest anticipated value among a number of options by the
consumer in order to satisfy his needs or desires, Preferences indicate
choices among natural or more valued options available. The preferences
of the consumer are the result of their behavior they show during
searching, buying and disposing the products.
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Consumer preferences are defined as the subjective (individual)
tastes, as measured by utility, of various bundles of goods. They permit
the consumer to rank these bundles of goods according to the levels of
utility they give the consumer. The preferences are independent of
income and prices. Ability to purchase goods does not determine a
consumer’s likes or dislikes. In other words, the consumer has different
preferences over the different combinations of goods defined by the set of
commodity bundles.
Consumer preferences are measured in terms of the level of
satisfaction the consumer obtains from consuming various combination of
goods. The consumer’s objective is to choose the goods which provide
the greatest level of satisfaction as the consumer define it. But constraints
are defined by the consumer’s income, and the prices the consumer pays
for the goods. Consumer value is measured in terms of the relative
utilities between goods and these reflect the consumer’s preferences.1
Brand Preference
Brand Preferences represent a fundamental step in understanding
consumer choices. A deeper understanding of such preference dynamics
can help marketing managers ‘better design marketing program and build
a long term relationship with consumers.’ Despite the existence of some
studies investigating how brand preferences is built and changed. Most of
them focus ion examining factors from consumer behavior perspective or
advertising perspective.
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Customer satisfaction
Customer is always aiming to get maximum satisfaction from the
products or services that they buy. Winning in today’s market place
entails the need to build customer relationship and not just building the
products; building customer relationship means delivering superior value
over competitors to the target customer. Whether an organization
provides quality services or not will depend on the customer’s feedback
on the satisfaction they get from consuming the products. Since higher
levels of quality lead to higher levels of customer satisfaction.
Soft drinks
Soft drinks can be classified into major heads namely carbonated
and non-carbonated drinks on the basis of their composition. A soft drink
carbonated beverage is a non-alcoholic beverage that typically contains
water a sweetness, and a flavor of agent. The sweetness may be sugar,
high-fructose corn syrup or a sugar substitute (in the case of diet drinks)
for e.g. :- coca-cola, thumps Up, Mountain Dew, Sprite, 7Up, Mirinda,
Fanta, Limca. Whereas non-carbonated drinks can be further classified
into nectar and juices. Nectar is made from fruit or vegetables but with
25-99% juice content and usually with added sugar juice mostly contains
natural fruit or vegetables. It is prepared by mechanically squeezing or
macerating fresh fruits or vegetables. Juice is always 100% fruit juice for
example, saint juices, Real fruit and vegetables juices, Tropicana Juices
etc. to name a few.
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The term “customer” it typically used to refer to someone who
regularly purchases from a particular store or company. Thus, a person
who shops we use shopping Mail or who uses Taxco gasoline is viewed
as a customer of these firms. The term “customer” more generally refers
to anyone engaging in any of the activities used in our definition of
customer behavior. Therefore, a customer is defined in terms of a specific
firm while a consumer is not. The traditional view point has been to
define consumers strictly in terms of economic goods and services. This
position holds to define consumer are potential purchasers of products
and services offered for sale. 2
Marketing strategies of Soft Drinks
Marketing strategy is conceptually very simple. It begins with
analysis of the target market which includes company, condition,
competitors and consumers. Next, market segmentation: This involves
identifying product-related need sets, grouping customers with similar
sets. Describing each group and selecting an attractive segment to serve.
The marketing mix includes the product, price, communication,
distribution, and services provided to the target market. The final stage
outcomes involve analysis of firm’s production position and customer
satisfaction resulting from implementation of the strategy. 3
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Table No. 4.1
Consumer Behavior and Marketing Strategies of Pepsi Soft drinks
Sr.
No.
Products Quantity Colour Flavour
1. Pepsi 300 ml. 200ml. Brunt sugar Cola
2. Mirinda 300 ml. 200ml. Sun-set Orange
3. Mirinda 300 ml. 200ml. Tetrazine Lime
4. Mirinda 300 ml. 200ml. Tetrazine Mango
5. 7UP 300 ml. 200ml. Colorless Lemon
6. Mountain Dew 300 ml. 200ml. Colorless Lemon
7. Slice 300 ml. Sunset Mango
8. Lehar Soda 300 ml. Tetrazine Lemon
9. Pet 1.5 lt. Brunl sugar Cola
10. Pet 2 lt. Brunl sugar Cola
11. Can 330 ml. Brunl sugar Cola
12. Aquafina
(Mineral Water)
1 lt. Colorless White
Source:- PepsiCo Annual Report (2013-14)
According to the Table No. 4.1 it is clear that, the Importance of
Consumer behavior towards their preference to choice consumers are
preferred to Quantity, Colour, Flavour of soft drinks product.
Advertisement Effectiveness:
Advertising effectiveness pertains to how well a company’s
advertising accomplishes the intended. Small companies use many
different statistics or metrics to measure their advertising effectiveness.
These measurements can be used for all types of advertising, including
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television, radio, direct mail, Internet and even billboard advertising. A
company’s advertising effectiveness usually increases over time with
many message or exposures. But certain advertising objectives can be
realized almost immediately.
Table No. 4.2
Advertisement Impact and Buying Behavior
Sr. No. Advertisement No. of Respondents Percentage
1. TV 585 58.5
2. Hoardings 65 6.5
3. Radio 35 3.5
4. Newspaper 90 9.0
5. Relatives / Friends 76 7.6
6. Others 154 15.4
Total 1000 100
Source:- Field Survey (2013-14)
From the Table No. 4.2 it is clear that , 58.5% respondents had
TV advertisement more effective for buying the soft drinks, Secondly,
15% respondents views other mix advertisement , and Third position
were, 9% respondents preferred to Newspaper advertisement ,
Followed by 8% respondents said that relatives / friends are effectives
for buying motives of soft drink , then 6.5% respondents view
Hoardings advt. impact and lastly 3.5% respondents view radio
advertising Impact was effective.
Finally, it is clear that 585 respondents preferred TV advertisement
Impact was effective for motivation of consumer to purchase the soft
drinks.
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Brand awareness:
Brand awareness is a extent to which a brand is recognized by
potential customers, and is correctly associated with a particular products.
Expressed usually as a percentage of target market. Brand awareness is
the primary goal of advertising in the early months of years of a product’s
introduction.
Celebrity endorsement:
Celebrities are people who enjoy public recognition by a large
share of a certain group of people. Whereas attributes like attractiveness,
extraordinary lifestyle or special skills are just examples and specific
common characteristics cannot be observed. It can be said that within a
corresponding social group celebrities generally differ from the social
norm and enjoy a high degree of public awareness. Last but not least,
celebrities act as spokes people in advertising to promote products and
earnings below street expectations for the third quarter, with flat revenues
and global volumes growing 1%.8
Competitors of Coca-Cola In India
The Coca-Cola India is the country’s leading soft drink
manufacturer. But the company gets a tough competition through the
other global leaders as well as domestic companies. The leading
competitors of Coca-Cola in the country are PepsiCo. But beside PepsiCo
the other competitor of Coca-Cola in the country is PepsiCo Parle & Dr.
pepper Snappie Group which is establishing in India. Coca-Cola’s
product Thumps Up (India) gets a tough competition with the Pepsi.
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The competition for Coca-Cola from PepsiCo is not so tough in the
Indian market, as the Thums-UP is becoming the generic name for Cola
in India. The huge demand for thumps up in the Indian Market is giving a
tough Competition to the Pepsi. The advertisement of the Thumps Up is
liked by many of the youngsters and the claim of Thumps Up is a mild
soft drink which is not as strong as Thumps up. The Coca-Cola’s brand
product Coca-Cola is not so much liked in the country and has a limited
market. So the company has started focusing on the Thumps Up so that
the companies market is maintained in the country. But the company is
trying its best to popularize market is maintained in the country,. But the
company is trying its best to popularize the coca-cola within Indian
market.9
Soft drink strategy
Pepsi is quit aggressive in approach to Indian consumer. They are
desperately working in the strategy to be winner side in the hot cola war
between two big barons. According to Pepsi philosophy it’s the madness
that encourages executive to thin to conjure up those creative tactics to
knock the fizz out of their competition. They have been pumped a large
amount on visibility of its blue-red-and white logo. They have been going
with aggressive marketing by putting Sachin Tendulkar and now
Shahrukh Khan in there advertisement to endorsees their brand. The role
models for its targeted consumer the teenagers. They have increase the
fizz in the market price by introducing the dispensers called fountain
Pepsi and been enjoying a lead over its rival three. 10
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Advertising
Advertising is non-promotion of goods and services, by a sponsor
(a firm or person) who can be identified and who had paid for this
communication. This purpose of advertisement is to sell something a
good service, idea person or place, either now or later this goal, reached
by setting specific objective that can be expressed individual ads. Those
are incorporated into an advertising campaign recall again from the
buying decision process that buyers go through a series of stages from
unawareness to target customer to the stage in the stage in the hierarchy
say from awareness to internet.
Advertisement plays an important role in the success of Pepsi
product. Advertisement is a key of implementing a strategy over year old
to trigger desire as offer and in as many ways as possible.
Media of Promotional Strategies of Soft Drinks
All advertisement expenditure is incurred by PepsiCo India. but
only D.P. board, wall painting S.G.A.’s etc. company spends on it around
8.9% total sales company invested 305 crore in advertisement budget.11
Radio
T.V.
Hoardings
Road signs
Sticker
Neon light.
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Table No. 4.19
Slogans for soft drinks Promotion and Marketing Strategy
Sr. No.
Soft Drinks Marketing Slogans % of Popular in Market and Recall
1. • Yehi Hai Right Choice Baby, Aha
96%
2. • Yeh Dil Mange More!
97%
3. • Pepsi Ye Pyaas Hai Badi
90%
4. • Yeh Hai Youngistaan Meri Jaan
95%
5. • My Pepsi My Way
82%
6. • Change The Game
77%
7. • Oh Yes Abhi
89%
8. • My Can
66%
9. • Chotta Matlab Panch
96%
10 • Coke Utha Le Dhoom Macha Le
94%
Source: Soft Drinks Annual Report (2013-2014)
According to Table No. 4.19 Clearing that, Promotion of soft drink
advertising Slogans are more effective for divert to consumers and
specially youngster, youth to purchase of soft drinks. From the above
table shown that they capture above 90% market to divert to consumer.
Slogans are converting the customers mind for buying the soft
drinks product. It is hammering again and again through advertising for
effect of customers and increased the sale.
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Table No. 4.20
Soft Drink Industries Spend Market share for Advertising Media
Sr. No. Media Percentage 1. TV 38 2 Print 5 3. Radio 12 4. Internet 25 5. Mobile 20 Total 100
Source: - Annual Report (2013)
Sr. No. Media Percentage 1. TV 45 2 Print 19 3. Radio 10 4. Internet 22 5. Mobile 4 Total 100
Source:- Annual Report (2014)
From the above (Table No. 4.20 ) it is found that , Indian soft drink
Industries spend their share in media advertising as per the Annual
reports of soft drink, TV Advertising in 2013, 38% and 2014, 45% ,
Followed by Internet media is very popular in advertising . Soft drink
Industries Invested advertising market share in 2013-2014 , 25% and
22%, then Mobile advertising is also very popular and soft drink
industries invested their market share in 2013,2014 20% and 4%, then
Radio advertising also very popular in rural area in 2013,2014 12% and
10%, and lastly Print media advertising in 2013, 2014 is 5% and 19%
respectively .
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Finally it is found that, soft drink Industries in India spent 38% and
45% in 2013 and 2014 on advertising. it is highest share spent on
advertising media after that Internet Media 25% and 22% respectively.
Table No. 4.21
Monthly Trend of Soft Drink Product Advertising during Jan – Dec. 2013
Sr. No. Month Percentage 1. January 6 2 February 13 3. March 18 4. April 20 5. May 13 6. June 5 7. July 4 8. August 5 9. September 6 10. October 3 11. November 3 12. December 3 Total 100
Source: - Adex India, a division of TMA Media research (2013)
Table No. 4.21, shows that monthly trend of advertising of 2013. In
the month of February, March April and May the Advertising increased
by 13%, 18%, 20%, and 13% respectively. Then in the month of January,
June, July, August & September. it increased normal 6%, 5%, 4%, 5%
and 6% respectively in the month of October ., November, December,
The Trend of advertising is very low, it means it was the slack season of
soft drink company.
Finally, February, March, April, May month are pick period of soft
drink advertising and the trend also increased.
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Table No. 4.22
Most Attractive Factors in Advertisement
Sr. No. Factors Respondents Percentage
1. Picture 412 41.2
2 Symbol 250 25.0
3. Message 124 12.4
4. Slogan 214 21.4
Total 1000 100
Source: Field Survey (2013-14)
From the above Table (No. 4.22) it is found that, 412 respondents
preferred to most attractive factor in advertisement is picture (41.2%),
secondly 250 respondents preferred for symbol which is most attractive
factor (25%), followed by 214 respondents most attractive factor is
Slogan (21.4%), and 12.4% respondents were attracted through
Messages .
Finally, it is clear that 41.2% respondents preferred by most
attractive factor which is picture advertisement. It is the highest factor to
attract the consumer.
There is no doubt that the newspapers are the best and popular
medium for advertising. It reaches everywhere of the country. It is the
most powerful selling force. In India, there are many languages
Newspapers are being published in 91 languages. Different types of
newspapers are existing. They are National Dailies, Regional Dailies
Evening Dailies, and National Weeklies etc.
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Table No. 4.23
Newspaper Advertisement
Sr. No. Particular Respondents Percentage 1. Never 435 43.5 2 Occasionally 440 44.0 3. Very often 115 11.5 4. Always 10 1.0 Total 1000
Source: Field Survey (2013-14)
According to the Table No. 4.23 it is clear that, 43.5%
respondents Never read the Newspaper advertisement, 44%
respondents Occasionally read the newspapers advertisement, followed
by 11.5% respondents very often read the newspaper advertisement ,
and lastly 10 respondents are Always read the Newspaper advertisement.
Table No. 4.24
Television Advertisement
Sr. No.
Particular Respondents Percentage
1. Never 120 12.0 2 Occasionally 165 16.5 3. Very often 194 19.4 4. Always 521 52.1 Total 1000 100
Source: Field Survey (2013-14)
According to Table No. 4.24 it is found that, 52% respondents
were Always watch the Television advertisement , Followed by 19%
respondents were Very Often watching the Television advertisement ,
16.5% respondents Occasionally watches the TV advertisement , and
12% respondents were Never watching the TV advertisement .
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Finally, 52% respondent were highest watched Television
Advertisement.
Table No. 4.25
Internet Advertisement
Sr. No. Internet Respondents Percentage 1. Never 372 37.2 2 Occasionally 323 32.3 3. Very often 231 23.1 4. Always 74 7.4 Total 1000 100
Source: Field Survey (2013-14
Table No. 4.25 Found that, 37% of the respondents (372) Never
used Internet advertisement , followed by 32% respondents used
Internet Advertisement Occasionally , 23% respondents used Internet
advertising Very Often time , and lastly 7.4% respondents always used
Internet Advertisement .
The 37.2% highest respondents never used internet. After that
32.3% used occasionally. Only 7.4% people used always internet
advertisement.
Tools of Demand Creation
The term promotion means to push forward or to advance an idea
in such a way as to gain its approval and acceptance.
In business promotion has a narrower meaning. Promotion is tools
of marketing communication in order to move forward a product, a
service, or an idea in a channel of distribution promotion is used in
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marketing to inform consumers (demand) of the availability and features
of products and services and to convince the consumers to purchase the
offering. Thus promotion is responsible for the creation of demand which
is one of the main functions of selling. All kinds of promotion can be
employed to create demand for products, to maintain their demand, and to
capture demand from competition. Price and promotion are the alternative
instrument for meeting competition and creation / maintenance of
consumer demand.
In any exchange activity, communication is absolutely necessary.
You may have the best product. It may have fair price. But people will
not buy your product, if they have never heard of it, and they are simply
unaware of its existence. The marketer, therefore must communicate to
his prospective buyers and provide them relevant information in a
persuasive language. People must know that the right product is available
at the right time, at the right place and at the right price. This is the work
of promotion in marketing.
Sales do not take place automatically without promotion or
persuasive marketing communication, even though our product is superb,
it can be in customer wants yet to be met, and we have at our disposal
proper channel of distribution . in essence promotion is the spark plug in
our marketing mix. It alone can provide aggressive method of selling. In
mass marketing mix it alone can provide aggressive methods of selling.
In mass marketing and mass distribution under keen competition,
promotion is the trump card of a marketer.
Promotion Objectives
Information
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Persuasion
Reminder
Modifying Buyer
Promotion is the process of marketing communication involving
information distribution, persuasion and influence to help the sale of
goods or services. It has two basic purposes: 1. Persuasive
communication influencing the buyer behavior in favors of
purchase/repurchase. 2. Powerful tool of competition for aggressive
marketing.
Elements of Marketing promotion or strategy:-
There are five basic components of a promotion-mix
1. Personal selling.
2. Advertising
3. Packaging
4. Sales promotion and
5. Publicity and public relations.
Comments:-
1. Marketing mix is planned to achieve marketing objectives and
overall corporate objectives.
2. Entire marketing mix and all elements of promotion focus upon the
consumer-needs and wants of a specific market segment, called
target market. The inner circle ‘C’ stand for consumer.
3. All elements of promotion must be duly co-ordinate to ensure
united selling efforts for the creation of demand.
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4. Promotion mix must be duly integrated with other elements of
marketing mix to ensure unity of action plan to create demand.
5. All marketing decision regarding the promotion mix and marketing
mix are made with the sole aim of consumer’s satisfaction the focal
point under the modern marketing concept.
Let us have a brief description of all the five elements of promotion.
1. Advertising: According to the American Marketing Association,
advertising may be defined as ‘…any paid form of non-personal
presentation and promotion of ideas, goods or services by an
identified sponsor’. It is non-personal as contrasted with personal
selling. It is paid by an identified sponsor as contrasted with
publicity. Advertising is impersonal (printed) salesmanship for
mass selling and a means of mass communication. In general for
low-cost mass-consumed goods, advertising is a good promotional
tool. For other types of products it is used as supporting means of
promotion.
2. Publicity: It is non-personal stimulation of demand for a product
or service or a business unit by placing commercially significant
news about it in a publication or obtaining favorable presentation
of it upon radio, television, or stage that is not paid for by the
sponsor.
3. Personal Selling: Personal selling is a unique type of promotion
presented on a personal basis. It is the most important type of
promotion. It is the best means of oral and face to face (direct)
communication and personal presentation with the prospect for the
purpose of making sales. It is the most effective (but most costly)
means of promotion for complex and expensive products. In selling
190
consumer durable goods and industrial goods it is a supreme form
of promotion.
4. Packaging: Packages is now considered as a powerful tool of
promotion. It is rightly called the ‘silent salesman’. in hardly a
minute or so , it can attract attention, create interest, arouse desire
by presenting a sales message and convince the buyer or prospect
to take purchase decision and action. Impulse selling is done by
packaging. In self-service retail stores or supermarkets, packaging
has replaced the counter salesman effectively. Package is also a
means of advertising.
5. Sales Promotion: Sales promotion covers those marketing
activities other than activities other than advertising, publicity and
personal selling , sales promotion offers aggressive methods of
selling or creating demand and these methods are supporting forms
of promotion Sales promotion supports and increases the
effectiveness of advertising and personal selling. We have sales
promotion to consumers, dealers and the companies own sales
force.
6. Public Relations: It is a form of promotion to create, develop and
maintain a bright public image of an organization in the
community so that the reputation or goodwill of the seller acts as a
good selling point to promote sale of goods under competition.
Under consumer-oriented marketing, publicity and public relations
constitute a part of promotion.
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Six tools of promotion have definite role in all stages of the selling
process:
1. Advertising creates a favorable atmosphere for personal salesmanship
as the best supporting form of promotion. For low-cost mass-
consumption (convenience) goods, it is quite effective. It is the
cheapest form of mass communication.
2. Personal selling is much more effective for closing of sales and
securing orders. For industrial goods, for selling services like
insurance, for selling medical products, for selling costly consumer
durable goods, it works wonders when duly supported by advertising
and publicity.
3. Publicity is more effective for creating awareness in buyer’s buying
process. It can build up good corporate and product image. It assures
credibility and maintains good public relations with owners,
consumers, community, employees and government.
4. Packaging is the best form of promotion at the point of purchase. It
itself is the medium of advertising. Branding and packaging are
essential in mass markets.
5. All tools of sales promotion, or forms of supporting promotion act as a
bridge between personal selling and advertising, Sales promotion is
considered as aggressive selling or marketing as it can provide
additional powerful incentives for buyer’s action particularly at the
point of purchase, Free distribution of samples, window display,
coupon sales, offer of premium are the best examples of sales
promotion.
6. Public relations, i.e., good relations with consumers, employees,
government, shareholders and the community.
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Consumer sales promotion:
These devices are as follows:
1. Sampling, usually called consumer sampling. Free samples are
given to consumers to introduce a new product or to expand the
market. The consumers can try to product.
2. Demonstrations or instructions educating the consumers in the
manner of using the products.
3. A coupon is a certificate that reduces price. When a buyer gives a
coupon to the dealer, he gets the product at a lower price (Regular
price is Rs. 20/- ; with a coupon it is Rs. 18/-) Coupon (same as
money) are accepted as cash by retailers.
4. Money-refund orders, i.e., full purchase price is refunded, if the
buyer is not satisfied, helping the introduction of a new product.
Refund offer creates additional interest and increases sales
considerably. It is a good device for creating new users and to
strengthen the brand loyalty.
5. Premium offers are temporary price reductions, which appeal to
bargain instinct, e.g., instant coffee sold in carafes by one company
was very successful. Towels, dinnerware, hair-brushes, key chains,
artificial flowers, ball pens, toilet soap, blades, were given as in