{"id":87,"date":"2015-03-11T19:39:35","date_gmt":"2015-03-11T23:39:35","guid":{"rendered":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/chapter\/4-3-buying-centers\/"},"modified":"2023-01-13T12:51:59","modified_gmt":"2023-01-13T17:51:59","slug":"buying-centers","status":"publish","type":"chapter","link":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/chapter\/buying-centers\/","title":{"raw":"4.3 Buying Centers","rendered":"4.3 Buying Centers"},"content":{"raw":"<div class=\"textbox textbox--learning-objectives\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Learning Objectives<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ol id=\"fwk-133234-ch04_s03_l01\" class=\"orderedlist\">\r\n \t<li>Explain what a buying center is.<\/li>\r\n \t<li>Explain who the members of buying centers are and describe their roles.<\/li>\r\n \t<li>Describe the duties of professional buyers.<\/li>\r\n \t<li>Describe the personal and interpersonal dynamics that affect the decisions buying centers make.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<h1>Professional Buyers<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_p01\" class=\"para editable block\">The professors who form a committee at your school to choose textbooks are acting like a buying center. <span class=\"margin_term\">Buying centers are groups of people within organizations who make purchasing decisions. Large organizations often have permanent departments that consist of the people who, in a sense, shop for a living. They are professional buyers, in other words. Their titles vary. In some companies, they are simply referred to as <em class=\"emphasis\">buyers<\/em>. In other companies, they are referred to as <em class=\"emphasis\">purchasing agents<\/em>, <em class=\"emphasis\">purchasing managers<\/em>, or <em class=\"emphasis\">procurement officers<\/em>. Retailers often refer to their buyers as <em class=\"emphasis\">merchandisers<\/em>. Some undergo additional industry training to obtain an advanced purchasing certification designation.<\/span><span class=\"margin_term\">[footnote]U.S. Bureau of Labor Statistics, \u201cPurchasing Managers, Buyers, and Purchasing Agents,\u201d Occupational Outlook Handbook, 2010\u201311 ed., December 17, 2009, https:\/\/web.archive.org\/web\/20120204045908\/http:\/\/www.bls.gov\/oco\/ocos023.htm (accessed July 22, 2021).[\/footnote]<\/span><\/p>\r\n<p id=\"fwk-133234-ch04_s03_p02\" class=\"para editable block\">Buyers can have a large impact on the expenses, sales, and profits of a company. Pier 1\u2019s purchasing agents literally comb the entire world looking for products the company\u2019s customers want most. What happens if the products the purchasing agents pick don\u2019t sell? Pier 1\u2019s sales fall, and people get fired. This doesn\u2019t happen in B2C markets. If you pick out the wrong comforter for your bed, you don\u2019t get fired. Your bedroom just looks crummy.<\/p>\r\n<p id=\"fwk-133234-ch04_s03_p03\" class=\"para editable block\">Consequently, professional buyers are shrewd. They have to be because their jobs depend on it. Their jobs depend on their choosing the best products at the best prices from the best vendors. Professional buyers are also well informed and less likely to buy a product on a whim than consumers. The following sidebar outlines the tasks professional buyers generally perform.<\/p>\r\n\r\n<div id=\"fwk-133234-ch04_s03_n02\" class=\"bcc-box bcc-highlight\">\r\n<h2 style=\"text-align: left;\">The Duties of Professional Buyers<\/h2>\r\n<ul id=\"fwk-133234-ch04_s03_l02\" class=\"itemizedlist\">\r\n \t<li>Considering the availability of products, the reliability of the products\u2019 vendors, and the technical support they can provide<\/li>\r\n \t<li>Studying a company\u2019s sales records and inventory levels<\/li>\r\n \t<li>Identifying suppliers and obtaining bids from them<\/li>\r\n \t<li>Negotiating prices, delivery dates, and payment terms for goods and services<\/li>\r\n \t<li>Keeping abreast of changes in the supply and demand for goods and services their firms need<\/li>\r\n \t<li>Staying informed of the latest trends so as to anticipate consumer buying patterns<\/li>\r\n \t<li>Determining the media (TV, the Internet, newspapers, and so forth) in which advertisements will be placed<\/li>\r\n \t<li>Tracking advertisements in newspapers and other media to check competitors\u2019 sales activities<\/li>\r\n<\/ul>\r\n<\/div>\r\n<p id=\"fwk-133234-ch04_s03_p04\" class=\"para editable block\">Increasingly, purchasing managers have become responsible for buying not only products but also functions their firms want to outsource. The functions aren\u2019t limited to manufacturing. They also include product innovation and design services, customer service and order fulfillment services, and information technology and networking services to name a few. Purchasing agents responsible for finding offshore providers of goods and services often take trips abroad to inspect the facilities of the providers and get a better sense of their capabilities.<\/p>\r\n\r\n<div id=\"fwk-133234-ch04_s03_s01\" class=\"section\">\r\n<h1>Other Players<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s01_p01\" class=\"para editable block\">Purchasing agents don\u2019t make all the buying decisions in their companies, though. As we explained, other people in the organization often have a say, as well they should. Purchasing agents frequently need their feedback and help to buy the best products and choose the best vendors. The people who provide their firms\u2019 buyers with input generally fall into one or more of the following groups:<\/p>\r\n\r\n<div id=\"e46.fwk-133234-ch04_s03_s01_s05\" class=\"section\">\r\n<h1>Initiators<\/h1>\r\n<p id=\"e47.fwk-133234-ch04_s03_s01_s05_p01\" class=\"para editable block\">Initiators are the people within the organization who first see the need for the product. But they don\u2019t stop there; whether they have the ability to make the final decision of what to buy or not, they get the ball rolling. Sometimes they initiate the purchase by simply notifying purchasing agents of what is needed; other times they have to lobby executives to consider making a change.<\/p>\r\n\r\n<\/div>\r\n<div id=\"fwk-133234-ch04_s03_s01_s01\" class=\"section\">\r\n<h1>Users<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s01_s01_p01\" class=\"para editable block\">Users are the people and groups within the organization that actually use the product. Frequently, one or more users serve as an initiator in an effort to improve what they produce or how they produce it, and they certainly have the responsibility for implementing what is purchased. Users often have certain specifications in mind for products and how they want them to perform. An example of a user might be a professor at your school who wants to adopt an electronic book and integrate it into his or her online course.<\/p>\r\n\r\n<\/div>\r\n<div id=\"fwk-133234-ch04_s03_s01_s02\" class=\"section\">\r\n<h1>Influencers<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s01_s02_p01\" class=\"para editable block\">Influencers are people who may or may not use the product but have experience or expertise that can help improve the buying decision. For example, an engineer may prefer a certain vendor\u2019s product platform and try to persuade others that it is the best choice.<\/p>\r\n\r\n<\/div>\r\n<div id=\"fwk-133234-ch04_s03_s01_s03\" class=\"section\">\r\n<h1>Gatekeepers<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s01_s03_p01\" class=\"para editable block\">If you want to sell a product to a large company like Walmart, you can\u2019t just walk in the door of its corporate headquarters and demand to see a purchasing agent. You will first have to get past of a number of gatekeepers, or people who will decide if and when you get access to members of the buying center. These are people such as buying assistants, personal assistants, and other individuals who have some say about which sellers are able to get a foot in the door.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n\r\n[caption id=\"attachment_86\" align=\"aligncenter\" width=\"300\"]<img class=\"wp-image-86 size-medium\" src=\"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-300x200.jpg\" alt=\"A woman sitting behind a desk talking on a phone.\" width=\"300\" height=\"200\" \/> Figure 4.5: Warning: Do not be rude to or otherwise anger the faculty secretary. This is good advice for salespeople and students as well as faculty members.[\/caption]\r\n\r\n<div id=\"fwk-133234-ch04_s03_s01\" class=\"section\">\r\n<div id=\"fwk-133234-ch04_s03_s01_s03\" class=\"section\">\r\n<p id=\"fwk-133234-ch04_s03_s01_s03_p02\" class=\"para editable block\">Gatekeepers often need to be courted as hard as prospective buyers do. They generally have a lot of information about what\u2019s going on behind the scenes and a certain amount of informal power. If they like you, you\u2019re in a good position as a seller. If they don\u2019t, your job is going to be <em class=\"emphasis\">much<\/em> harder. In the case of textbook sales, the gatekeepers are often faculty secretaries. They know in advance which instructors will be teaching which courses and the types of books they will need. It is not uncommon for faculty secretaries to screen the calls of textbook sales representatives.<\/p>\r\n\r\n<\/div>\r\n<div id=\"fwk-133234-ch04_s03_s01_s04\" class=\"section\">\r\n<h1>Deciders<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s01_s04_p01\" class=\"para editable block\">The decider is the person who makes the final purchasing decision. The decider might or might not be the purchasing manager. Purchasing managers are generally solely responsible for deciding upon routine purchases and small purchases. However, the decision to purchase a large, expensive product that will have a major impact on a company is likely to be made by or with the help of other people in the organization, perhaps even the CEO. The decision may be made by a single decider, or there may be a few who reach consensus. Further, deciders take into account the input of all of the other participants: the users, influencers, and so forth. Sellers, of course, pay special attention to what deciders want. \u201cWho makes the buying decision?\u201d is a key question B2B sales and marketing personnel are trained to quickly ask potential customers.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div id=\"fwk-133234-ch04_s03_s02\" class=\"section\">\r\n<h1>The Interpersonal and Personal Dynamics of B2B Marketing<\/h1>\r\n<p id=\"fwk-133234-ch04_s03_s02_p01\" class=\"para editable block\">We made it a point earlier in our discussion to explain how rational and calculating business buyers are. So would it surprise you to learn that sometimes the dynamics that surround B2B marketing don\u2019t lead to the best purchasing decisions? Interpersonal factors among the people making the buying decision often have an impact on the products chosen, good or bad. (You can think of this phenomenon as \u201coffice politics.\u201d) For example, one person in a buying unit might wield a lot of power and greatly influence the purchasing decision. However, other people in the unit might resent the power he or she wields and insist on a different offering, even if doesn\u2019t best meet the organization\u2019s needs. Savvy B2B marketers are aware of these dynamics and try their best to influence the outcome.<\/p>\r\n<p id=\"fwk-133234-ch04_s03_s02_p02\" class=\"para editable block\">Personal factors play a part. B2B buyers are overwhelmed with choices, features, benefits, information, data, and metrics. They often have to interview dozens of potential vendors and ask them hundreds of questions. No matter how disciplined they are in their buying procedures, they will often find a way to simplify their decision-making either consciously or subconsciously (Miller, 2007). For example, a buyer deciding upon multiple vendors running neck and neck might decide to simply choose the vendor whose sales representative he likes the most.<\/p>\r\n<p id=\"fwk-133234-ch04_s03_s02_p03\" class=\"para editable block\">Factors such as these can be difficult for a company to control. However, branding\u2014how successful a company is at marketing its brands\u2014<em class=\"emphasis\">is<\/em> a factor under a company\u2019s control, says Kevin Randall of Mov\u00e9o Integrated Branding, an Illinois-based marketing-consulting firm. Sellers can use their brands to their advantage to help business buyers come to the conclusion that their products are the best choice. IBM, for example, has long had a strong brand name when it comes to business products. The company\u2019s reputation was so solid that for years the catchphrase \u201cNobody ever got fired for buying IBM\u201d was often repeated among purchasing agents\u2014and by IBM salespeople of course! (Miller, 2007)<\/p>\r\n<p id=\"fwk-133234-ch04_s03_s02_p04\" class=\"para editable block\">In short, B2B marketing is very strategic. Selling firms try to gather as much information about their customers as they can and use that information to their advantage. As an analogy, imagine if you were interested in asking out someone you had seen on campus. Sure, you could simply try to show up at a party or somewhere on campus in the hopes of meeting the person. But if you were thinking strategically, you might try to find out everything you could about the person, what he or she likes to do and so forth, and then try to arrange a meeting. That way when you did meet the person, you would be better able to strike up a conversation and develop a relationship with him or her. B2B selling is similarly strategic. Little is left to chance.<\/p>\r\n\r\n<\/div>\r\n<div class=\"textbox textbox--key-takeaways\"><header class=\"textbox__header\">\r\n<h1 class=\"textbox__title\">Key Takeaways<\/h1>\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nBuying centers are groups of people within organizations who make purchasing decisions. The buying centers of large organizations employ professional buyers who, in a sense, shop for a living. They don\u2019t make all the buying decisions in their companies, though. The other people who provide input are users, or the people and groups within the organization that actually use the product; influencers, or people who may or may not use the product but have experience or expertise that can help improve the buying decision; gatekeepers, or people who will decide if and when a seller gets access to members of the buying center; and deciders, or the people who make the final purchasing decision. Interpersonal dynamics between the people in a buying center will affect the choices the center makes. Personal factors, such as how likeable a seller is, play a part because buyers are often overwhelmed with information and will find ways to simplify their decision making.\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<h1 class=\"textbox__title\">Review Questions<\/h1>\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ol id=\"fwk-133234-ch04_s03_s02_l01\" class=\"orderedlist\">\r\n \t<li>Which people do you think have the most influence on the decisions a buying center makes? Why?<\/li>\r\n \t<li>Describe the duties of professional buyers. What aspects of their jobs seem attractive? Which aspects seem unattractive to you?<\/li>\r\n \t<li>How do personal and interpersonal dynamics affect the decisions buying centers make?<\/li>\r\n \t<li>Make sure to review your knowledge of buying centres with this exercise: [h5p id=\"21\"]<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<h2>References<\/h2>\r\nMiller, J., \u201cWhy B2B Branding Matters in B2B Marketing,\u201d <em class=\"emphasis\">Marketo.com<\/em>, March 18, 2007, http:\/\/blog.marketo.com\/blog\/2007\/03\/b2b_branding_wh.html (accessed December 13, 2009).\r\n<h3>Media Attributions<\/h3>\r\n<ul>\r\n \t<li>\"<a href=\"https:\/\/pixabay.com\/photos\/secretary-desk-sales-544180\/\">Secretary Desk Sales office Automation Telephony<\/a>\" by <a href=\"https:\/\/pixabay.com\/users\/patrice_audet-604833\/\">Patrice_Audet<\/a> is licensed under a <a href=\"https:\/\/pixabay.com\/service\/license\/\">CC0 1.0 licence.<\/a><\/li>\r\n<\/ul>","rendered":"<div class=\"textbox textbox--learning-objectives\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Learning Objectives<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ol id=\"fwk-133234-ch04_s03_l01\" class=\"orderedlist\">\n<li>Explain what a buying center is.<\/li>\n<li>Explain who the members of buying centers are and describe their roles.<\/li>\n<li>Describe the duties of professional buyers.<\/li>\n<li>Describe the personal and interpersonal dynamics that affect the decisions buying centers make.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<h1>Professional Buyers<\/h1>\n<p id=\"fwk-133234-ch04_s03_p01\" class=\"para editable block\">The professors who form a committee at your school to choose textbooks are acting like a buying center. <span class=\"margin_term\">Buying centers are groups of people within organizations who make purchasing decisions. Large organizations often have permanent departments that consist of the people who, in a sense, shop for a living. They are professional buyers, in other words. Their titles vary. In some companies, they are simply referred to as <em class=\"emphasis\">buyers<\/em>. In other companies, they are referred to as <em class=\"emphasis\">purchasing agents<\/em>, <em class=\"emphasis\">purchasing managers<\/em>, or <em class=\"emphasis\">procurement officers<\/em>. Retailers often refer to their buyers as <em class=\"emphasis\">merchandisers<\/em>. Some undergo additional industry training to obtain an advanced purchasing certification designation.<\/span><span class=\"margin_term\"><a class=\"footnote\" title=\"U.S. Bureau of Labor Statistics, \u201cPurchasing Managers, Buyers, and Purchasing Agents,\u201d Occupational Outlook Handbook, 2010\u201311 ed., December 17, 2009, https:\/\/web.archive.org\/web\/20120204045908\/http:\/\/www.bls.gov\/oco\/ocos023.htm (accessed July 22, 2021).\" id=\"return-footnote-87-1\" href=\"#footnote-87-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><\/span><\/p>\n<p id=\"fwk-133234-ch04_s03_p02\" class=\"para editable block\">Buyers can have a large impact on the expenses, sales, and profits of a company. Pier 1\u2019s purchasing agents literally comb the entire world looking for products the company\u2019s customers want most. What happens if the products the purchasing agents pick don\u2019t sell? Pier 1\u2019s sales fall, and people get fired. This doesn\u2019t happen in B2C markets. If you pick out the wrong comforter for your bed, you don\u2019t get fired. Your bedroom just looks crummy.<\/p>\n<p id=\"fwk-133234-ch04_s03_p03\" class=\"para editable block\">Consequently, professional buyers are shrewd. They have to be because their jobs depend on it. Their jobs depend on their choosing the best products at the best prices from the best vendors. Professional buyers are also well informed and less likely to buy a product on a whim than consumers. The following sidebar outlines the tasks professional buyers generally perform.<\/p>\n<div id=\"fwk-133234-ch04_s03_n02\" class=\"bcc-box bcc-highlight\">\n<h2 style=\"text-align: left;\">The Duties of Professional Buyers<\/h2>\n<ul id=\"fwk-133234-ch04_s03_l02\" class=\"itemizedlist\">\n<li>Considering the availability of products, the reliability of the products\u2019 vendors, and the technical support they can provide<\/li>\n<li>Studying a company\u2019s sales records and inventory levels<\/li>\n<li>Identifying suppliers and obtaining bids from them<\/li>\n<li>Negotiating prices, delivery dates, and payment terms for goods and services<\/li>\n<li>Keeping abreast of changes in the supply and demand for goods and services their firms need<\/li>\n<li>Staying informed of the latest trends so as to anticipate consumer buying patterns<\/li>\n<li>Determining the media (TV, the Internet, newspapers, and so forth) in which advertisements will be placed<\/li>\n<li>Tracking advertisements in newspapers and other media to check competitors\u2019 sales activities<\/li>\n<\/ul>\n<\/div>\n<p id=\"fwk-133234-ch04_s03_p04\" class=\"para editable block\">Increasingly, purchasing managers have become responsible for buying not only products but also functions their firms want to outsource. The functions aren\u2019t limited to manufacturing. They also include product innovation and design services, customer service and order fulfillment services, and information technology and networking services to name a few. Purchasing agents responsible for finding offshore providers of goods and services often take trips abroad to inspect the facilities of the providers and get a better sense of their capabilities.<\/p>\n<div id=\"fwk-133234-ch04_s03_s01\" class=\"section\">\n<h1>Other Players<\/h1>\n<p id=\"fwk-133234-ch04_s03_s01_p01\" class=\"para editable block\">Purchasing agents don\u2019t make all the buying decisions in their companies, though. As we explained, other people in the organization often have a say, as well they should. Purchasing agents frequently need their feedback and help to buy the best products and choose the best vendors. The people who provide their firms\u2019 buyers with input generally fall into one or more of the following groups:<\/p>\n<div id=\"e46.fwk-133234-ch04_s03_s01_s05\" class=\"section\">\n<h1>Initiators<\/h1>\n<p id=\"e47.fwk-133234-ch04_s03_s01_s05_p01\" class=\"para editable block\">Initiators are the people within the organization who first see the need for the product. But they don\u2019t stop there; whether they have the ability to make the final decision of what to buy or not, they get the ball rolling. Sometimes they initiate the purchase by simply notifying purchasing agents of what is needed; other times they have to lobby executives to consider making a change.<\/p>\n<\/div>\n<div id=\"fwk-133234-ch04_s03_s01_s01\" class=\"section\">\n<h1>Users<\/h1>\n<p id=\"fwk-133234-ch04_s03_s01_s01_p01\" class=\"para editable block\">Users are the people and groups within the organization that actually use the product. Frequently, one or more users serve as an initiator in an effort to improve what they produce or how they produce it, and they certainly have the responsibility for implementing what is purchased. Users often have certain specifications in mind for products and how they want them to perform. An example of a user might be a professor at your school who wants to adopt an electronic book and integrate it into his or her online course.<\/p>\n<\/div>\n<div id=\"fwk-133234-ch04_s03_s01_s02\" class=\"section\">\n<h1>Influencers<\/h1>\n<p id=\"fwk-133234-ch04_s03_s01_s02_p01\" class=\"para editable block\">Influencers are people who may or may not use the product but have experience or expertise that can help improve the buying decision. For example, an engineer may prefer a certain vendor\u2019s product platform and try to persuade others that it is the best choice.<\/p>\n<\/div>\n<div id=\"fwk-133234-ch04_s03_s01_s03\" class=\"section\">\n<h1>Gatekeepers<\/h1>\n<p id=\"fwk-133234-ch04_s03_s01_s03_p01\" class=\"para editable block\">If you want to sell a product to a large company like Walmart, you can\u2019t just walk in the door of its corporate headquarters and demand to see a purchasing agent. You will first have to get past of a number of gatekeepers, or people who will decide if and when you get access to members of the buying center. These are people such as buying assistants, personal assistants, and other individuals who have some say about which sellers are able to get a foot in the door.<\/p>\n<\/div>\n<\/div>\n<figure id=\"attachment_86\" aria-describedby=\"caption-attachment-86\" style=\"width: 300px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-86 size-medium\" src=\"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-300x200.jpg\" alt=\"A woman sitting behind a desk talking on a phone.\" width=\"300\" height=\"200\" srcset=\"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-300x200.jpg 300w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-1024x682.jpg 1024w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-768x512.jpg 768w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-65x43.jpg 65w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-225x150.jpg 225w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0-350x233.jpg 350w, https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-content\/uploads\/sites\/386\/2015\/03\/4.3.0.jpg 1280w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-86\" class=\"wp-caption-text\">Figure 4.5: Warning: Do not be rude to or otherwise anger the faculty secretary. This is good advice for salespeople and students as well as faculty members.<\/figcaption><\/figure>\n<div id=\"fwk-133234-ch04_s03_s01\" class=\"section\">\n<div id=\"fwk-133234-ch04_s03_s01_s03\" class=\"section\">\n<p id=\"fwk-133234-ch04_s03_s01_s03_p02\" class=\"para editable block\">Gatekeepers often need to be courted as hard as prospective buyers do. They generally have a lot of information about what\u2019s going on behind the scenes and a certain amount of informal power. If they like you, you\u2019re in a good position as a seller. If they don\u2019t, your job is going to be <em class=\"emphasis\">much<\/em> harder. In the case of textbook sales, the gatekeepers are often faculty secretaries. They know in advance which instructors will be teaching which courses and the types of books they will need. It is not uncommon for faculty secretaries to screen the calls of textbook sales representatives.<\/p>\n<\/div>\n<div id=\"fwk-133234-ch04_s03_s01_s04\" class=\"section\">\n<h1>Deciders<\/h1>\n<p id=\"fwk-133234-ch04_s03_s01_s04_p01\" class=\"para editable block\">The decider is the person who makes the final purchasing decision. The decider might or might not be the purchasing manager. Purchasing managers are generally solely responsible for deciding upon routine purchases and small purchases. However, the decision to purchase a large, expensive product that will have a major impact on a company is likely to be made by or with the help of other people in the organization, perhaps even the CEO. The decision may be made by a single decider, or there may be a few who reach consensus. Further, deciders take into account the input of all of the other participants: the users, influencers, and so forth. Sellers, of course, pay special attention to what deciders want. \u201cWho makes the buying decision?\u201d is a key question B2B sales and marketing personnel are trained to quickly ask potential customers.<\/p>\n<\/div>\n<\/div>\n<div id=\"fwk-133234-ch04_s03_s02\" class=\"section\">\n<h1>The Interpersonal and Personal Dynamics of B2B Marketing<\/h1>\n<p id=\"fwk-133234-ch04_s03_s02_p01\" class=\"para editable block\">We made it a point earlier in our discussion to explain how rational and calculating business buyers are. So would it surprise you to learn that sometimes the dynamics that surround B2B marketing don\u2019t lead to the best purchasing decisions? Interpersonal factors among the people making the buying decision often have an impact on the products chosen, good or bad. (You can think of this phenomenon as \u201coffice politics.\u201d) For example, one person in a buying unit might wield a lot of power and greatly influence the purchasing decision. However, other people in the unit might resent the power he or she wields and insist on a different offering, even if doesn\u2019t best meet the organization\u2019s needs. Savvy B2B marketers are aware of these dynamics and try their best to influence the outcome.<\/p>\n<p id=\"fwk-133234-ch04_s03_s02_p02\" class=\"para editable block\">Personal factors play a part. B2B buyers are overwhelmed with choices, features, benefits, information, data, and metrics. They often have to interview dozens of potential vendors and ask them hundreds of questions. No matter how disciplined they are in their buying procedures, they will often find a way to simplify their decision-making either consciously or subconsciously (Miller, 2007). For example, a buyer deciding upon multiple vendors running neck and neck might decide to simply choose the vendor whose sales representative he likes the most.<\/p>\n<p id=\"fwk-133234-ch04_s03_s02_p03\" class=\"para editable block\">Factors such as these can be difficult for a company to control. However, branding\u2014how successful a company is at marketing its brands\u2014<em class=\"emphasis\">is<\/em> a factor under a company\u2019s control, says Kevin Randall of Mov\u00e9o Integrated Branding, an Illinois-based marketing-consulting firm. Sellers can use their brands to their advantage to help business buyers come to the conclusion that their products are the best choice. IBM, for example, has long had a strong brand name when it comes to business products. The company\u2019s reputation was so solid that for years the catchphrase \u201cNobody ever got fired for buying IBM\u201d was often repeated among purchasing agents\u2014and by IBM salespeople of course! (Miller, 2007)<\/p>\n<p id=\"fwk-133234-ch04_s03_s02_p04\" class=\"para editable block\">In short, B2B marketing is very strategic. Selling firms try to gather as much information about their customers as they can and use that information to their advantage. As an analogy, imagine if you were interested in asking out someone you had seen on campus. Sure, you could simply try to show up at a party or somewhere on campus in the hopes of meeting the person. But if you were thinking strategically, you might try to find out everything you could about the person, what he or she likes to do and so forth, and then try to arrange a meeting. That way when you did meet the person, you would be better able to strike up a conversation and develop a relationship with him or her. B2B selling is similarly strategic. Little is left to chance.<\/p>\n<\/div>\n<div class=\"textbox textbox--key-takeaways\">\n<header class=\"textbox__header\">\n<h1 class=\"textbox__title\">Key Takeaways<\/h1>\n<\/header>\n<div class=\"textbox__content\">\n<p>Buying centers are groups of people within organizations who make purchasing decisions. The buying centers of large organizations employ professional buyers who, in a sense, shop for a living. They don\u2019t make all the buying decisions in their companies, though. The other people who provide input are users, or the people and groups within the organization that actually use the product; influencers, or people who may or may not use the product but have experience or expertise that can help improve the buying decision; gatekeepers, or people who will decide if and when a seller gets access to members of the buying center; and deciders, or the people who make the final purchasing decision. Interpersonal dynamics between the people in a buying center will affect the choices the center makes. Personal factors, such as how likeable a seller is, play a part because buyers are often overwhelmed with information and will find ways to simplify their decision making.<\/p>\n<\/div>\n<\/div>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<h1 class=\"textbox__title\">Review Questions<\/h1>\n<\/header>\n<div class=\"textbox__content\">\n<ol id=\"fwk-133234-ch04_s03_s02_l01\" class=\"orderedlist\">\n<li>Which people do you think have the most influence on the decisions a buying center makes? Why?<\/li>\n<li>Describe the duties of professional buyers. What aspects of their jobs seem attractive? Which aspects seem unattractive to you?<\/li>\n<li>How do personal and interpersonal dynamics affect the decisions buying centers make?<\/li>\n<li>Make sure to review your knowledge of buying centres with this exercise:\n<div id=\"h5p-21\">\n<div class=\"h5p-iframe-wrapper\"><iframe id=\"h5p-iframe-21\" class=\"h5p-iframe\" data-content-id=\"21\" style=\"height:1px\" src=\"about:blank\" frameBorder=\"0\" scrolling=\"no\" title=\"Buying Centre Contributors\"><\/iframe><\/div>\n<\/div>\n<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<h2>References<\/h2>\n<p>Miller, J., \u201cWhy B2B Branding Matters in B2B Marketing,\u201d <em class=\"emphasis\">Marketo.com<\/em>, March 18, 2007, http:\/\/blog.marketo.com\/blog\/2007\/03\/b2b_branding_wh.html (accessed December 13, 2009).<\/p>\n<h3>Media Attributions<\/h3>\n<ul>\n<li>&#8220;<a href=\"https:\/\/pixabay.com\/photos\/secretary-desk-sales-544180\/\">Secretary Desk Sales office Automation Telephony<\/a>&#8221; by <a href=\"https:\/\/pixabay.com\/users\/patrice_audet-604833\/\">Patrice_Audet<\/a> is licensed under a <a href=\"https:\/\/pixabay.com\/service\/license\/\">CC0 1.0 licence.<\/a><\/li>\n<\/ul>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-87-1\">U.S. Bureau of Labor Statistics, \u201cPurchasing Managers, Buyers, and Purchasing Agents,\u201d Occupational Outlook Handbook, 2010\u201311 ed., December 17, 2009, https:\/\/web.archive.org\/web\/20120204045908\/http:\/\/www.bls.gov\/oco\/ocos023.htm (accessed July 22, 2021). <a href=\"#return-footnote-87-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><\/ol><\/div>","protected":false},"author":90,"menu_order":3,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-87","chapter","type-chapter","status-publish","hentry"],"part":79,"_links":{"self":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapters\/87","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/wp\/v2\/users\/90"}],"version-history":[{"count":12,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapters\/87\/revisions"}],"predecessor-version":[{"id":1102,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapters\/87\/revisions\/1102"}],"part":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/parts\/79"}],"metadata":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapters\/87\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/wp\/v2\/media?parent=87"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/pressbooks\/v2\/chapter-type?post=87"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/wp\/v2\/contributor?post=87"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/opentextbc.ca\/principlesofmarketingh5p\/wp-json\/wp\/v2\/license?post=87"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}