Download - Decision-makers’ purchase behaviour
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FRANK COMMUNICATIONS OYRuoholahdenkatu 8, 00180 Helsinki, Finland
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Decision-makers’ purchase behaviour
Questionnaire, june 2012Frank Communications
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This is how we did itGoal• Find out how purchase decisions are made in companies,
and which factors influence these decisionsRealisation• Online-questionnaire, personal e-mails and different
social media channelsRespondents• 52 respondents (4,3 % response rate)• 69 % in ideal working age (34 - 54 –years old)• Top or middle management (57 % of the respondents)• 77 % Makes or influences significant purchase decisions• Business services biggest branch (77 % of the
respondents)• Majority of the respondents work in a company with less
than 50 employees
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Purchase processes stem from an internal need
A need discovered by someone else in our organisation (70 %)
A need discovered by me (81 %)
0 20 40 60 80 100
The factor initiating the purchase process in the latest significant
purchase
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”Outsiders” rarely have an influence
Breakdown, accident or other sudden events (58 %)
A partner's suggestion (75 %)
New information from trade fairs, company events or seminars (82 %)
Marketing material directed to me/my company (85 %)
Contact by a salesperson (87 %)
0 20 40 60 80 100
Insignificant factors in the latestlarger purchase
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Internet has a strong role in purchase decision-making
Internet news sites (43 %)
Colleagues (50 %)
Company websites (61 %)
Internet search engines (e.g. Google, Bing) (64 %)
0 10 20 30 40 50 60 70 80 90 100
Most important sources of information
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In larger purchases, experts are trusted
Company experts (43 %)
Independent experts/consultants (48 %)
Colleagues in other companies (50 %)
0 20 40 60 80 100
Most important sources of informationin larger purchases
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Directories insignificant
Internet's peer reviews (52 %)
Social media conversations (55 %)
Company directories (80 %)
0 20 40 60 80 100
”I don’t use as an information source for purchases”
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Buyers map out the decision themselves
Familiarity of the supplier (79 %)
Recommendation by a trustworthy party (83 %)
Own research (89 %)
0 20 40 60 80 100
You end up on a buyer’s shortlist based on these
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Meeting the needs is of utter importance
Supplier expertise convinced (40 %)
The price was suitable (56 %)
The offer met our needs (80 %)
0 20 40 60 80 100
Factors with biggest influence on purchasing decision
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Little influence on the purchasing decision
The salesperson contacted me actively (2 %)
The salesperson kept his/her promise (8 %)
The supplier justified the benefits well (8 %)
Hurry, pressing need, schedule pressure (12 %)
Chemistry with the salesperson (18 %)
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Annoying for buyers
Not responding the offer request (50 %)
Sloppy e-mail marketing (56 %)
Salesperson talks a lot, doesn't listen enough (60 %)
Salesperson's arrogant behaviour (67 %)
Unclear offers (73 %)
0 20 40 60 80 100
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Valued in salespeople
• Expertise • Understanding customer needs• Familiarizing oneself with the
customer’s branch • Punctuality • Ability to solve problems• Humble attitude • Ability to admit being unable to
offer a solution
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Key Findings • Plenty of information is available and
buyers know how to use it • Buyers tend to act independently and
be active • The seller is brought in when the
buying process is already well on the way
• The benefits often need to be justified already before meeting the buyer
• Expertise matters in larger purchases • Salesperson’s personal characteristics
won’t make the deal but can ruin it
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Key factors in successful b to b – selling
• Offering useful information in the channels used by the buyers (e.g. websites)
• Bringing out your expertise already before meeting your customer
• Internet coverage and visibility in search engine results
• Listening and respecting your customer
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Want to learn more
Frank Communicationstel. +3589-4241 3377
[email protected]://frankcommunications.fi http://twitter.com/frankcommshttp://storify.com/frankcommshttp://www.linkedin.com/company/frank-communications
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Information in other sources
• Harvard Business Review: The End of Solution Sales (http://bit.ly/PAaIEH)