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BUYING BEHAVIOUR is the decision processes and acts of people or prospective customers involved in buying and using
1 products
2 CONSUMER BUYING refers to the buying behaviour of the ultimate consumer.
BEHAVIOR
3 PRODUCERS buy products and services to manufacture and sell their products and services to customers.

4 OEM PURCHASERS they purchase goods to use in making their products.

5 END-USER they buy goods and services to support their own production and operations, they are acting as
PURCHASERS end users.
6 ENGINEERS evaluate the products and may prepare specifications for a custom design;
7 PRODUCTION works with the supplier to make sure that the OEM products are delivered “JuST IN TIME”
DEPARTMENT
8 CAPITAL EQUIPMENT major purchases such as mainframe computers and machine tools that the producer uses for no. of
years
9 RESELLERS buy finished goods or services with the intention to resell them to businesses and consumers

10 GOVERNMENT typically develop detailed specifications for a product and then invite qualified suppliers to
AGENCIES submit bids.
11 INSTITUTIONS have purchasing rules and procedures that are as complex and rigid as those used by
government agencies
12 CONSUMERS purchase products and services for use by themselves or by their families.
13 SMITH'S TIPS FOR
CYCLE SELLING
14 DERIVED DEMAND means that purchases made by the customers ultimately depend on the demand for their
products – either organizations or consumers.

15 DIRECT DEMNAD is a demand for a product or service for its own sake, and not for what can be derived from it.
All the finished goods have a direct demand.
16 BUYING PROCESS
17 NEW TASK when a customer purchase a product or service for the first time
18 STRAIGHT REBUY the customer buys the same product from the same source it used when the need arose
previously.
19 MODIFIED REBUY the customer has purchase the product or a similar product in the past but is interested in
obtaining new information
20 INITIATOR The person who first thinks or suggests that a product or service be bought. He brings up the
idea, gives the suggestion, and makes the first move.
21 INFLUENCER The individual whose opinions and views have some bearing on a given purchase decision. His
ideas are significant. He is convincing and has a way of making things happen.
22 DECIDER The person who eventually makes the decisions of what, where, when, how often, and how
much to buy. He is the person who makes up his mind and gives the final say with regard to
the purchase, and the circumstances surrounding the specified purchase.
23 USER The people who use or consume the product or service. They are the end-users or actual
consumers.
24 CONTROLLER Determines the budget for purchasing finances.
25 BUYERS They are the ones who contacts the seller/supplier.
26 RATIONAL NEEDS Are directly related by/to the performance of the product; or Satisfaction
27 EMOTIONAL NEEDS Are associated with personal rewards and gratification of the person buying the product.

28 ECONOMIC CRITERIA organizational buyers are now taking a more sophisticated approach to evaluate the cost of
equipment because the objective of the businesses is to make profit.
29 QUALITY CRITERIA to improve the quality of the products they sell, firms are adopting a total quality management
approach to manage business bEcause quality and reliability of the products are as important
to their as price
30 SERVICE CRITERIA Organizational buyers want more than products that are low cost, perform reliably, aesthetically
pleasing. They also want supplier that will work with them to solve their problems because
everybody have the right to be accommodated well.
31 COMMUNICATION Begins with the sender, who wants to communicate some thoughts or ideas.
PROCESS
32 ENCODING The translation of thoughts into words
33 DECODING involves the interpretation of the meaning of the received message.
34 FEEDBACK It implies to the sender whether the message is received or not by the receiver.
35 COMMUNICATION Can be used by encoding and decoding problems and the environment in which the
BREAKDOWN communication occur.
36 NOISES
are sounds unrelated to messages being exchanged by the salesperson and the customers.
37 INTERACTIVITY a function of the time between sending a message and getting a response to it.
38 VERBAL involves the transmission of words in face-to-face communication, over the telephone or
COMMUNICATION through written messages
39 NONVERBAL forms of expression – body language, space and appearance – the communicate thoughts and
COMMUNICATION emotions without using words.
40 CONCRETE WORDS fact-oriented and expressions usually convey more information and are less likely to be
misinterpreted
41 ABSTRACT WORDS conceptual words.
42 WORD PICTURES a story designed to help visualized a point; help customers understand the benefits of a product
or service.
43 SPEECH RATE Customers tend to question expertise of salespeople who talk slower or faster than the normal
rate of 140 words per minute. Salespeople should also vary their rate of speech.
44 LOUDNESS To avoid monotony, salespeople should learn to vary the loudness of their speech. It can also
be used to emphasize certain parts of the sales presentation. Salespeople should use
customer reactions to determine the appropriate loudness
45 INFLECTION It is the tone of speech. At the end of the sentence, the tone should decrease, indicating the
completion of a thought. When the tones goes up at the end of a sentence, listeners often
sense uncertainty of the speaker.'
46 ARTICULATION It refers to the production of recognizable sounds. Poor articulation has three common causes:
(1) locked jaw (2) lazy lips (3)lazy tongue. Best when a speaker opens his mouths properly and
the movement of the lips and tongue. Best when a speaker opens his mouth properly and the
movement of the lips and tongue are unimpeded.
47 ASKING QUESTIONS
48 REPEATING
During a sales interaction, the salesperson should verify the information she or he is collecting
INFORMATION
form the customer. This technique minimizes the chances of misunderstandings
49 RESTATING To verify customer’s intent, salespeople should restate the customers comment in their own
INFORMATION words.
50 CLARIFYING Another way to verify a customer’s meaning is to ask questions designed to obtain additional
INFORMATION information
51 SUMMARIZING THE An important element of active listening is to mentally summarize points that have been made.
CONVERSATION Provides both salesperson and customer with a quick overview of what has taken place and
lets them focus on the issues that have discussed
52 TOLERATING At time during a sales presentation, a customer’s needs time think. Salespeople may be
SILENCES uncomfortable during these silences and feel they need to say something.