Power Point about "The Purchase" and its main points

1. AKADEMIA WYCHOWANIA FIZYCZNEGO
Presented by
Vicente Calabuig Martí
and
Bernardo Graça
1Customer Service In Sport, Tourism and Recreation

2. 1 – DEFINITIONS
2 – IMPULSIVE PURCHASE
3 – DETERMINANT FACTORS
4 – BUYING DECISION PROCESS
5 – TRICKING CUSTOMER
6 – OUR SPORT CUSTOMER
7 – ONLINE PURCHASE
AKADEMIA WYCHOWANIA FIZYCZNEGO
2
MAIN POINTS

3. AKADEMIA WYCHOWANIA FIZYCZNEGO
3Customer Service in Sport, Tourism and Recreation
1 – DEFINITIONS
PURCHASE: To buy a product.
A product or service that has been bought by an individual business
IMPULSIVE PURCHASE: The impulse buy is an unplanned purchase, which
occurs when desire overrides the self-control having a strong emotional
influences and low cognitive control.

4. AKADEMIA WYCHOWANIA FIZYCZNEGO
4Customer Service in Sport, Tourism and Recreation
2 – IMPULSIVE PURCHASE
2.1 - Pure impulse buying
2.2 - Remembered impulsive purchase
2.3 - Suggested impulse purchase
2.4 - Planned impulsive purchase
2.5 - Impulsive purchase by association

5. AKADEMIA WYCHOWANIA FIZYCZNEGO
5Customer Service in Sport, Tourism and Recreation
3 – DETERMINANT FACTORS THAT INFLUENCE IN BUYERS
3.1 – EXTERNAL FACTOS
Product
Employee
Store environment

6. AKADEMIA WYCHOWANIA FIZYCZNEGO
6Customer Service in Sport, Tourism and Recreation
3 – DETERMINANT FACTORS THAT INFLUENCE IN BUYERS
3.2 – INTERNAL FACTORS
-Cognitive
-Emotional

7. AKADEMIA WYCHOWANIA FIZYCZNEGO
7Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.1 – DEFINITION
It is the decision making process undertaken by consumers in regard to a
potential market transaction before, during, and after the purchase of a
product or service.

8. AKADEMIA WYCHOWANIA FIZYCZNEGO
8Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.2 – SCHEMES
ATTRACT

9. AKADEMIA WYCHOWANIA FIZYCZNEGO
9Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.2 – SCHEMES

10. AKADEMIA WYCHOWANIA FIZYCZNEGO
10Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.2 – SCHEMES

11. AKADEMIA WYCHOWANIA FIZYCZNEGO
11Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.3 – WAYS OF ANALISYING CONSUMER BUYING DECISSIONS
4.3.1 - Economic models:
- Largely quantitative and
- Based on the assumptions of rationality and near perfect knowledge.
- The consumer is seen to maximize their utility.

12. AKADEMIA WYCHOWANIA FIZYCZNEGO
12Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.3 – WAYS OF ANALISYING CONSUMER BUYING DECISSIONS
4.3.2 - Psychological models:
- Psychological and cognitive processes
- Motivation and need recognition.
- Qualitative rather than quantitative
-Sociological factors like cultural
influences and family influences.

13. AKADEMIA WYCHOWANIA FIZYCZNEGO
13Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.3 – WAYS OF ANALISYING CONSUMER BUYING DECISSIONS
4.3.3 - Consumer behaviour models:
-Practical models used by marketers.
-They typically blend (mix) both economic and psychological models.

14. AKADEMIA WYCHOWANIA FIZYCZNEGO
14Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.4 – STAGES OF THE PURCHASE
4.4.1 - Problem/Need Recognition:
First stage in which the consumer recognizes that what essentially is the
problem or need
The consumer can identify the product or kind of product which would be
required

15. AKADEMIA WYCHOWANIA FIZYCZNEGO
15Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.4 – STAGES OF THE PURCHASE
4.4.2 - Information Search:
The consumer searches about the product which would satisfy the need which
has been recognized by the consumer in the stage previous to this one.

16. AKADEMIA WYCHOWANIA FIZYCZNEGO
16Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.4 – STAGES OF THE PURCHASE
4.4.3 - Evaluation of Alternatives:
The consumer evaluates the different alternatives which the consumer comes
across, when the consumer was searching for information.
Generally in the information search the consumer comes across quite a few
products
The consumer has to evaluate and understand which
product would be properly suited for the consumer.

17. AKADEMIA WYCHOWANIA FIZYCZNEGO
17Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.4 – STAGES OF THE PURCHASE
4.4.4 – Purchase:
Once the consumer has evaluated all the options and would be having the
intention to buy any product, it’s the purchase
Two things can change the decision to buy:
- What others peers can think about the purchase
- Economic problems.

18. AKADEMIA WYCHOWANIA FIZYCZNEGO
18Customer Service in Sport, Tourism and Recreation
4 – BUYNG DECISION PROCESS
4.4 – STAGES OF THE PURCHASE
4.4.5 - Post Purchase Behavior:
After the purchase the consumer might just go through post purchase
dissonance in which the consumer feels that buying the other product would be
better. But a company should really take care of it, taking care of post purchase
dissonance doesn't only spread good words for the product but also increases
the chance of frequent repurchase

19. AKADEMIA WYCHOWANIA FIZYCZNEGO
19Customer Service in Sport, Tourism and Recreation
5 – TRICKING CUSTOMER
5.1 – Definitions
-To TRICK means to deceive to someone, usually as a part of a plan
-> It not necessarily bad, but sometimes it is.
-To CHEAT means to behave in a dishonest way in order to get what you want
-> It is necessarily bad.

20. AKADEMIA WYCHOWANIA FIZYCZNEGO
20Customer Service in Sport, Tourism and Recreation
5 – TRICKING CUSTOMER
https://www.youtube.com/watch?v=FPwCpTdXECACompanies trick

21. AKADEMIA WYCHOWANIA FIZYCZNEGO
21Customer Service in Sport, Tourism and Recreation
5 – TRICKING CUSTOMER
5.2 – Background
- Dishonesty and marketing often go hand in hand.
- Be careful
- Not everybody are fair people.
- You cannot trust everyone
- Erasmus experience:
Taxis
Kantor
Flats

22. AKADEMIA WYCHOWANIA FIZYCZNEGO
22Customer Service in Sport, Tourism and Recreation
5 – TRICKING CUSTOMER
5.3 – Where is the limit?
- It is difficult to know
- It depends on many reasons..
- Ethics, moral…
- At the end it’s up to you to put the limit
- At least,
-> DO NOT CHEAT
-> DO NOT LIE
-> YOU DO NOT HAVE TO SAY NECESSARILY THE BAD POINTS…BUT BE
HONEST

23. AKADEMIA WYCHOWANIA FIZYCZNEGO
23Customer Service in Sport, Tourism and Recreation
5 – TRICKING CUSTOMER
2 - Turkey boy tricking: https://www.youtube.com/watch?v=v2f09JgbZW4

24. AKADEMIA WYCHOWANIA FIZYCZNEGO
24Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.1 Children
-> MULTIDISCIPLINARY

25. AKADEMIA WYCHOWANIA FIZYCZNEGO
25Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.2 Parents

26. AKADEMIA WYCHOWANIA FIZYCZNEGO
26Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.3 ADULTS

27. AKADEMIA WYCHOWANIA FIZYCZNEGO
27Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.4 – Third age
Rehabilitation
Deseases
Entertainment

28. AKADEMIA WYCHOWANIA FIZYCZNEGO
28Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.5 – Elite Sportmen/ Sportwomen

29. AKADEMIA WYCHOWANIA FIZYCZNEGO
29Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.1 – KINDS OF CONSUMERS
6.1.5 – Elite Sportmen/ Sportwomen

30. AKADEMIA WYCHOWANIA FIZYCZNEGO
30Customer Service in Sport, Tourism and Recreation
6 – OUR SPORT CONSUMER
6.2 - Background
Proffesional of Sport and Exercise Science
-> MULTIDISCIPLINARY
-> TO IMPROVISE

31. AKADEMIA WYCHOWANIA FIZYCZNEGO
31Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.1 – Background
It is a form of electronic commerce which allows consumers to directly
buy goods or services from a seller over the Internet using a web browser.
Alternative names are: e-web-store, e-shop, e-store, Internet shop, web-
shop, web-store, online store, online storefront and virtual store.

32. AKADEMIA WYCHOWANIA FIZYCZNEGO
32Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.2 – COSTUMERS
- Young people
- People who controll the mass
media, the technologies, the PCs

33. AKADEMIA WYCHOWANIA FIZYCZNEGO
33Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.2 – COSTUMERS
Old people?
Can they buy online?

34. AKADEMIA WYCHOWANIA FIZYCZNEGO
34Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.3 – MOST COMMON WEBSITES
7.3.1 - Ebay
It is an American multinational
corporation and e-commerce
company, providing consumer-to-
consumer & business-to-consumer
sales services via Internet.

35. AKADEMIA WYCHOWANIA FIZYCZNEGO
35Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.3 – MOST COMMON WEBSITES
7.3.1 - Ebay
https://www.youtube.com/watch?v=-4WR53HPyQE

36. AKADEMIA WYCHOWANIA FIZYCZNEGO
36Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.3 – MOST COMMON WEBSITES
7.3.2 - Amazon
It is an American international
electronic commerce company
with headquarters in Seattle,
Washington, United States. It is
the largest Internet based
company in the United States

37. AKADEMIA WYCHOWANIA FIZYCZNEGO
37Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.3 – MOST COMMON WEBSITES
7.3.3 - Paypal

38. AKADEMIA WYCHOWANIA FIZYCZNEGO
38Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.3 – MOST COMMON WEBSITES
7.3.4 - Ryanair

39. AKADEMIA WYCHOWANIA FIZYCZNEGO
39Customer Service in Sport, Tourism and Recreation
7 – ONLINE PURCHASE / ONLINE SHOPPING
7.4 – BE CAREFUL
-Sometimes, buying on Internet
has risk
-Do not trust everybody

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If so, you can also contact me at my email: vicentecala@hotmail.com

41. SEE YOU
SOON
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