1. Activity 1: Review 2.03 Get with your 10 o’clock appointment and discuss “Handling Customer Complaints scenarios”

2. Marketing Indicator 2.04 Employ product-mix strategies to meet customer expectations.

3. Identify ways in which product lines can be organized.  Product Line – group of closely related products manufactured by a business  Product Item – specific model, brand, or size of a product within a line  Ex: P&G has over 250 products within 21 product lines  Dish care is a product line  Cascade, Dawn, Joy, & Ivory are items

4. Describe product mix dimensions.  Product Mix – All the types of products a company makes or sells  Some companies have different brands for different markets  Coca-Cola has different drinks for sparkling beverages, water, juice, performance, coffee, tea, and international flavors.

5. Identify reasons that a business would offer a narrow product mix.  Product Width – number of different product lines  CONTRACTING  Ease on management  Cost effective  Simplicity  Consistency

6. Identify reasons that a business would offer a broad product mix.  EXPANDING  Reach all markets  Competitive advantage  Ex: Red Lobster specializes in seafood, but offers chicken and steak to broaden their product mix.

7. Identify reasons that a business would offer a deep product mix.  Product Depth – number of items offered within each product line  EXPANDING  Variety  Quantity Ex: Kohl’s carries various quantities of sizes, colors, & styles of Levi Jeans.

8. Identify reasons that a business would offer a shallow product mix.  CONTRACTING  Cost effective  Satisfy small markets Ex: Only 2 chicken items on Red Lobster’s menu.

9. Activity 2 With your table mates complete “Product Mix Activity”

10. Explain the importance of a business’s product mix.  Businesses must plan their product mix carefully because they cannot offer all the products that customers may want.  They should be a profitable market for product offered by a company

11. Describe alteration product-mix strategies.  Alteration of Existing Products:  Improve an established product with new design, new package, new uses.  To keep up with changing preferences of consumers  Ex: Jeep offering 4 doors

12. Product Recall  The process of retrieving defective goods from consumers and providing those consumers with compensation.  Recalls often occur as a result of safety concerns over a manufacturing defect in a product that may harm its user.

13. Describe trading up / down product-mix strategies.  Trading up: Adding a higher-priced product to a line to attract a higher- income market and improve the sales of existing lower-priced products.  Trading down: Adding a lower-priced item to a line of prestige products to encourage purchases from people who cannot afford the higher-priced product, but want the status.

14. Describe positioning product-mix strategies.  Positioning – actions marketers take to create a certain image of a product in the minds of the customers In Relation to a Competitor In Relation to a Product Class or Attribute In Relation to a Target Market By Price and Quality Difficult to change

15. Activity 2 - Review Complete What Strategies? worksheet

16. An ice-cream company adds the flavor peanut-butter-chocolate to its product mix b/c of customer demand. Expansion A men’s suit shop picks up a new brand of neckties and shirts Expansion A car manufacturer presents new models for the coming year Alteration A department store plans to add a new line of expensive, designer clothing. Trading up With MP3 players on the market, many stores have stopped carrying personal compact disc players Contraction

17. A company adds a more expensive line of merchandise to attract new customers. Trading up A pharmaceutical company designs a new kind of child-proof bottle. Alteration A manufacturer stops producing a certain kind of tires because of the pollution the process causes. Contraction A product called Designer Diapers was taken off the market because it wasn’t selling well Contraction Due to a downswing in the economy, a store manager decides to offer products of lesser quality and price. Trading down

18. WHAT NEXT? 1.Complete 2.04 crossword puzzle 2.Virtual Business – Purchasing Exercise