1. Canadian Adaptation prepared by Don Hill, Langara College Lecture PowerPoint® slides to accompany 1Copyright © 2012 Nelson Education Limited

2. Chapter 1: An Overview of Marketing 2Copyright © 2012 Nelson Education Limited

3. Learning Outcomes Describe four marketing management philosophies Define the term marketing Discuss the differences between sales and market orientations Describe several reasons for studying marketing LO 1 LO 2 LO 3 LO 4 3Copyright © 2012 Nelson Education Limited

4. What is Marketing? Define the term marketing LO 1 4Copyright © 2012 Nelson Education Limited

5. What is Marketing? A Philosophy An Attitude A Perspective A Management Orientation A Set of Activities Products Place (Distribution) Promotion Pricing LO 1 5Copyright © 2012 Nelson Education Limited

6. What is Marketing? Marketing is an organizational function and a set of processes for creating, communicating, delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. Click LO 1 6Copyright © 2012 Nelson Education Limited

7. Exchange People giving up something to receive something they would rather have. LO 1 7Copyright © 2012 Nelson Education Limited

8. LO 1 Freedom to Accept Or Reject Freedom to Accept Or Reject Communication and Delivery Communication and Delivery Something of Value At Least Two Parties At Least Two Parties ConditionsforExchangeConditionsforExchange Desire to Deal with Other Party Desire to Deal with Other Party 8Copyright © 2012 Nelson Education Limited Exchange

9. The Concept of Exchange Exchange may not take place even if conditions are met An agreement must be reached Marketing occurs even if exchange does not take place LO 1 9Copyright © 2012 Nelson Education Limited

10. Review Learning Outcome What is Marketing? LO 1 Click 10Copyright © 2012 Nelson Education Limited

11. Marketing Management Philosophies Describe four marketing management philosophies LO 2 11Copyright © 2012 Nelson Education Limited

12. Marketing Management Philosophies Sales Market Societal Production internal capabilities of the firm satisfying customer needs and wants while meeting objectives satisfying customer wants and needs while enhancing individual and societal well-being aggressive sales techniques and belief that high sales result in high profits OrientationFocus is on… LO 2 12Copyright © 2012 Nelson Education Limited

13. Market Orientation The idea that the social and economic justification for an organization’s existence is the satisfaction of customer wants and needs while meeting organizational objective. LO 1 13Copyright © 2012 Nelson Education Limited

14. The Marketing Concept Focusing on customer wants and needs to distinguish products from competitors’ offerings Integrating all the organization’s activities to satisfy these wants Achieving the organization’s long-term goals by satisfying customer wants and needs legally and responsibly LO 2 14Copyright © 2012 Nelson Education Limited

15. Achieving a Marketing Orientation Obtain information about customers, competitors, and markets Examine the information from a total business perspective Determine how to deliver superior customer value Implement actions to provide value to customers LO 2 15Copyright © 2012 Nelson Education Limited

16. 16 Societal Marketing LO 2 Societal Marketing Orientation An organization exists not only to satisfy customer wants but also to preserve or enhance individuals’ and society’s long- term best interests. Less toxic products More durable products Products with reusable or recyclable materials

17. Review Learning Outcome The Four Marketing Management Philosophies Production Sales Marketing Societal What can we make or do best? How can we sell more aggressively? What do customers want and need? What do customers want and need, and how can we benefit society? OrientationFocus LO 2 17Copyright © 2012 Nelson Education Limited

18. Sales and Marketing Orientations Discuss the differences between sales and market orientations LO 3 18Copyright © 2012 Nelson Education Limited

19. Sales and Marketing Orientations You can compare these orientations against these five categories: Organization’s focus Firm’s business Those to whom the product is directed Firm’s primary goal The tools used to achieve those goals LO 3 19Copyright © 2012 Nelson Education Limited

20. Customer Value The relationship between benefits and the sacrifice necessary to obtain those benefits. LO 3 20Copyright © 2012 Nelson Education Limited

21. Customer Value Requirements Offer products that perform Earn trust Give consumers more than they expect Avoid unrealistic pricing Give the buyer facts Offer organization-wide commitment in service and after-sales support LO 3 21Copyright © 2012 Nelson Education Limited

22. Customer Satisfaction The customers’ evaluation of a good or service in terms of whether it has met their needs and expectations. LO 3 Click 22Copyright © 2012 Nelson Education Limited

23. Building Relationships Relationship Marketing -A strategy that entails forging long-term partnerships with customers. LO 3 23Copyright © 2012 Nelson Education Limited

24. Relationship Marketing Customer-oriented personnel Employee training programs Empowered employees Teamwork LO 3 24Copyright © 2012 Nelson Education Limited

25. Defining a Firm’s Business Use “ customer benefits ” instead of “ goods/services ” - -Ensures a customer focus -Encourages innovation and creativity -Stimulates an awareness of changes in customer preferences LO 3 25Copyright © 2012 Nelson Education Limited

26. Review Learning Outcome Sales vs. Marketing Orientations Organization’s Focus Firm’s Business For Whom? Primary Profit Goal? Tools to Achieve Selling goods and services EverybodyMaximum sales volume Primarily promotion Inward Sales Orientation: Market Orientation: OutwardCoordinated use of all marketing activities Customer satisfaction Specific groups of people Satisfying wants and needs LO 3 26Copyright © 2012 Nelson Education Limited

27. Describe several reasons for studying marketing LO 4 27Copyright © 2012 Nelson Education Limited Why Study Marketing?

28. Plays an important role in society Vital to business survival, profits and growth Offers career opportunities Affects your life every day LO 4 28Copyright © 2012 Nelson Education Limited

29. Why Study Marketing? Vital Marketing Activities for Organizations Assess the wants and satisfaction of customers Design and manage product offerings Determine prices and pricing policies Develop distribution strategies Communicate with present and potential customers LO 4 29Copyright © 2012 Nelson Education Limited

30. Review Learning Outcome Reasons for Studying Marketing Why Study Marketing? Important to Society Important to Business Good Career Opportunities + Marketing affects you every day! LO 4 30Copyright © 2012 Nelson Education Limited