The Market Planning Guide

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered.
It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Vice President and Publisher: Cynthia A. Zigmund Editorial Director: Donald J. Hall Acquisitions Editor: Mary B. Good Senior Managing Editor: Jack Kiburz Cover Design: Design Solutions Interior Design and Composition: Eliot House Productions 1995, 1998, and 2002 by Dearborn Financial Publishing, Inc. Published by Dearborn Trade Publishing, a Kaplan Professional Company All rights reserved. The text of this publication, or any part thereof, may not be reproduced in any manner whatsoever without written permission from the publisher. Printed in the United States of America 02 03 04 05 10 9 8 7 6 5 4 3 2 1 Library of Congress Cataloging-in-Publication Data Bangs, David H. The market planning guide: creating a plan to successfully market your business, product, or service / David H. Bangs, Jr. 6th ed. p. cm. Includes bibliographical references and index. ISBN 0-7931-5971-7 (pbk.) 1. MarketingPlanning 2. Small businessPlanning 3. New business enterprises Planning. I. Title. HF5415.122.B36 2002 658.802dc21 2002007946
Dearborn Trade books are available at special quantity discounts to use for sales promotions, employee premiums, or educational purposes. Please call our Special Sales Department to order or for more information, at 800-621-9621, ext. 4307, or e-mail Terri Joseph at joseph@dearborn.com.
CONTENTS
Introduction,, vii
Chapter One: The Quick Strategic Marketing Plan . . . . . . . . . . . . . . . . . . . 1
Question 1 What business are you in?, 2 Summary for Chapter One, 15
Chapter Two: Marketing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
What do you sell?, 17 Who are your target markets?, 18 What are your marketing goals for next year? Your sales and profit goals?, 20 Question 5 What might keep you from achieving these goals?, 24 Question 6 What is your marketing budget?, 26 Summary for Chapter Two, 27
Chapter Three: Products and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Question 2 Question 3 Question 4
Question 7 Question 8
What are the benefits of your products and services?, 31 What is the Unique Selling Proposition (USP) of your products and services?, 37 Question 9 What product or service is the best contributor to your overhead and profits? Your worst?, 39 Summary for Chapter Three, 43
Chapter Four: Customers and Prospects . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Question 10 Question 11 Question 12 Question 13 Question 14
Who are your current customers?, 46 What are their buying habits?, 53 Why do they buy your goods and services?, 54 Who are your best customers and prospects?, 56 What is your market share?, 57 a. Is your market share growing, shrinking, or stable?, 59
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The Market Planning Guide
b. Is the market itself growing, shrinking, or stable? Is it changing in other ways?, 59 Summary for Chapter Four, 59
Chapter Five: Competitive Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Question 15 Who are your competitors?, 61 Question 16 What do your competitors do better than you?, 64 Question 17 What do you do better than your competitors?, 64 Question 18 What is your competitive position?, 67 Summary for Chapter Five, 70
Chapter Six: Price Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Question 19 How do you establish prices?, 71 Summary for Chapter Six, 80

Chapter Seven: Location and Sales Practices . . . . . . . . . . . . . . . . . . . . . . 81
Question 20 How does your location affect you?, 82 Question 21 What are your sales practices?, 84 Summary for Chapter Seven, 88
Chapter Eight: Strengths and Weaknesses . . . . . . . . . . . . . . . . . . . . . . . . 89
Question 22 What are your businesss strengths?, 96 Question 23 What are your businesss weaknesses?, 98 Summary for Chapter Eight, 101
Chapter Nine: Advertising and Promotion . . . . . . . . . . . . . . . . . . . . . . . . 103
Question 24 What is your advertising and promotion budget?, 108 Question 25 What are your promotional and advertising objectives?, 110 Question 26 How do you promote your business?, 110 Summary for Chapter Nine, 122
Chapter Ten: Strategic Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Question 27 What marketing problems have you discovered so far?, 124 Question 28 How do you plan to solve these problems?, 124 Question 29 Are the goals stated in Chapter One still valid? If not, what are your new goals?, 125 Question 30 How do you plan to achieve these goals?, 127 Summary for Chapter Ten, 135
Chapter Eleven: The Marketing Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Summary for Chapter Eleven, 143

Chapter Twelve: Marketing and the Internet . . . . . . . . . . . . . . . . . . . . . . 145
Summary for Chapter Twelve, 151
Contents Appendix One: Summary of Questions and Marketing Plan Outline . . 153 Appendix Two: Marketing Plan for R. D. Montville and Associates . . . 157 Appendix Three: Marketing Plan for Delicious Delectables . . . . . . . . . 163 Appendix Four: Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Resources,, 233 Glossary,, 239 Index,, 245
INTRODUCTION
his book, the sixth edition of The Market Planning Guide, is my latest attempt to help you wrestle with the central problem facing your business: How can you attract enough customers willing and ready to buy your products and services at a price that yields you a profit? To make this more difficult, you have to answer that question in a highly competitive and rapidly changing world. My favorite definition of marketing is the creation, satisfaction and retention of customers. Any business (more generally, any organization) will thrive only as long as it can come up with a steady stream of new customers. Even if you start with a steady base of loyal customers, roughly 30 percent of that base will erode each year due to fluctuations in the economy, people moving out of your trading area, the encroachment of new and indirect competitors, modification in tastes and habits, and a host of other changes. This is inevitable. Change happens. Marketing is a challenge for all businesses, not just small ones. Look at two recent examples of marketing mismanagement. Kmart, caught between the low-cost provider Wal-Mart and the better positioning of Target, couldnt decide where to focus its efforts. The blue-light specials, which worked brilliantly in the 70s and 80s, lost out to Wal-Marts lower prices all the times strategy and Targets more exciting and slightly more upscale offerings. Stock-out problems didnt help Kmart either; half-empty shelves have little appeal in a retail environment. Kmart did do a lot of things rightthe linkage with Martha Stewart provided some ray of hope. But the major strategic blunder of lost customer focus did Kmart in. If you dont know who your customers are, how can you possibly know what they want that you can provide? The other major blunder is Enron. My guess is that towards the end they had no idea what business they were in. Originally they traded energy, buying energy here and selling it over there. But what kind of business were they at the end of 2001? A trader of financial instruments
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called futures? A gambling casino, plunging heavily on derivatives? (Remember Orange Countys bankruptcy a few years back? Long Term Capitals bailout? Derivatives are dangerous even for the most sophisticated traders!) What was Enron buying and sellingenergy, water, or who knows what else? One of the major keys to marketing success is to know what business you are in and be able to communicate that knowledge to employers, customers, prospects, investors, and other stakeholders clearly and succinctly. And that means knowing what you sell, to what market, and in what fashion. If you are in a small business you have less margin for error than the Enrons and Kmarts. You dont have the capital to keep going if you make a serious error in your marketing. If you are in a larger business where your career depends on meeting marketing goals that you may or may not have had a hand in setting, the business will most likely keep chugging along without you. Whether you run a small business unit or something larger, it is in your interest to do what you can to correctly market your products. In any business, some internal marketing will be necessary. You have to sell an idea to your staff, boss, and colleagues. You cant escape the marketing imperative. This book is structured around 30 questions. As you proceed, new ideas crop up, new doors open, and old doors shut. Youll find that you will revise, revisit, amplify, reject, and otherwise improve your plan over time. This is an organic process, not a neat linear job where you can check off Question 1, Question 2, and so on. Think of concocting a stewyou need a few ingredients, some tools, and time to let the flavors blend. You also want to make subtle changes (add paprika, garlic, grated some cheese). Presentation is important: What does the final result look like? Your marketing plan evolves in the same way. You need a few ingredients. You dont add everything you can find. Selectivity is important. You need information. You need time to mull things over. You need to be flexible enough to make the small changes that separate a good marketing plan from a bland, dull, useless plan. And of course in making both stews and marketing plans, experience will ensure better, more consistent results. My friend, Pete Worrell, sent me a quotation from Roger Babson, the financier and philanthropist who called the 1929 stock market crash: Experience has taught me that there is one chief reason why some people succeed and others fail. The difference is not one of knowing, but of doing. The successful man is not so superior in ability as in action. So far as success can be reduced to a formula, it consists of this: doing what you know you should do. In The Market Planning Guide I try to help you know what you should do. I wish you success! Andy Bangs <andybangs@attbi.com>
CHAPTER ONE
THE QUICK STRATEGIC MARKETING PLAN
he best place to start a marketing plan is at the beginning, with an understanding of what you hope to accomplish in your business and a feel for the strategies that will best help you to achieve those goals. The rationale for all of the effort in this chapter is that if you do the right things, then you can worry about doing things rightbut if you do the wrong things, it doesnt much matter how well you do them. You could be the best marketer or manager in the world, but if you aim for the wrong market, or have the wrong products you will still go broke. Being in the wrong industry at the wrong time or in the most promising industry with the wrong resources guarantees that you wont succeed. The list goes on and on. The point is simple: pick your focus, where you concentrate your efforts, very carefully. Specialize if you can, but in any event strive to identify strengths to build on and opportunities to grasp, all the while making sure to improve weak areas and avoid those problematic threats you cannot control. Every business is run according to some strategy, a guiding set of goals and assumptions that result in a directed approach to a business opportunity or situation. Trusting to luck is a strategy. Reacting to outside pressure is another. Inertia and habit and business as usual are also strategies, though not particularly good ones. The question isnt whether or not your business will pursue a strategy but whether the strategy you select will be the most useful for your business at this time, given your resources, interests, markets, and competition. A strategic plan based on analysis of your strengths, weaknesses, opportunities, and threats (these will be explained later) will help you identify and then accomplish your business goals.
Every business is
run according to some strategy, a guiding set of goals and assumptions that result in a directed approach to a business opportunity or situation.
Strategic marketing, which is simply marketing that has been planned to take advantage of your strengths and minimize your weaknesses, starts with a single question:
QUESTION
What business are you in?
If you are inexperienced, take advantage of the Small Business Administrations (SBAs) Service Corps of Retired Executives (SCORE) and Small Business Development Center (SBDC) programs.
This is not easy to answer. There are lots of ways you could answer this question. A product definition lists the products or services you offer. A technology definition stresses your technological competencies. A market definition defines your business in terms of your current and prospective customers. A conceptual definition1 gives a sense of what your business is all about, and what it hopes to become and how. To adequately describe your business, answer the following questions. Dont aim for 100 percent accuracy. You can fine-tune your definition later. If you have a business plan you will have already gone through these exercises. If not, ask yourself and your colleagues these five questions: 1. What are our products and services? Your business definition is based on what you sell. 2. Who are our customers? Your present customer base and the target markets you choose to serve help focus the definition further. 3. What would our customers and prospects like to buy from us? Your products and services must match your customers desires, not yours. 4. Why do our customers buy from us? There are plenty of competitors for every business, and a wide range of products and services for your customers and prospects to choose from. 5. What sets our business apart from our competitors? What is distinctive or unusual about your business? If you can differentiate yourself from your competitors in the eyes of your markets you seize a strong advantage. These five core questions are more difficult to answer than you may expect. If you are inexperienced, take advantage of the Small Business Administrations (SBAs) Service Corps of Retired Executives (SCORE) and Small Business Development Center (SBDC) programs. These are free, paid by your tax dollar, and effective resources. Visit the SBAs Web site at <www.sba.gov> for more information. You should also have your employees, advisers, and other stakeholders help you rough out the answers to these questions. Their input will enrich your decisions. Your definition of your business determines the direction your business takes. If you can state clearly and succinctly what you sell, to whom,
1 Sometimes called an airplane definition: If you tried to explain your business to someone as you circled OHare for yet another 20 minutes, what would you say?
Chapter One / The Quick Strategic Marketing Plan
and why they buy from you and not from someone else you are well on the way to creating an effective marketing plan. There is no right definition. A series of answers will evolve as your business changes. Your products, services, and markets change all the time. So does your competitive position. Other people will copy what you do well and compete for your customers on price, quality, service or wherever you appear vulnerable. Figure 1.1: The Business Definition Worksheet will help you capture the important parts of your business. Dont aim for elaborate answers or
1. Name and date the business was established:
Montville, CPA ________________________________________________ x partnership

sole proprietorship
2. Check one: The business is a: corporation Sub S or a Limited type corporation 3. Check one: Our customers are primarily: individuals corporate institutional
owners tax prep., management, advisory services 4. Current products and services include ________________________________________________________
5. My five closest competitors are 1. Bridge & Silverman 2. SB & R 3. Purdy, Bernstein 4. General Business Services 5. 6. Possible competition could come from: a. other companies: b. technologies: tax software, expert c. industries:
x other (describe briefly) ____________________ small business
systems
7. Allies actual or prospective include: __________________________________________________________ ________________________________________________________________________________________ 8. Is demand for my products or services increasing or decreasing?: ________________________________ increasing 9. Products or services I might discontinue are __________________________________________________ personal tax returns (not business) 10. Products or services I might introduce are ____________________________________________________ speciality in industry segments 11. Markets I might exit are ____________________________________________________________________ doesnt apply 12. Markets I might enter are __________________________________________________________________ specific business segment: auto and equipment dealers? ________________________________________ lack of time 13. My company is unique because ______________________________________________________________ dont knowbetter look into this 14. Right now my companys biggest marketing obstacle is 15. Our biggest marketing opportunity is ________________________________________________________ specializing in small business markets ______________________________________________ sales of $500K in 3 years; add another CPA?
16. Our overall business goals and growth plans are
FIGURE 1.1The
Business Definition Worksheet
The next step in

creating a quick strategic plan is to write a mission statement, a condensed version of your business definition.
profound statements in it. Just hit the high spots. Youll have plenty of chances to return to your business definition later. The next step in creating a quick strategic plan is to write a mission statement, a condensed version of your business definition. Mission statements do not bind your hands. They liberate you from continually grappling with strategic decisions. Frances Hesselbein, former head of the Girl Scouts of America, put the reason for working out a mission statement brilliantly: We kept asking ourselves very simple questions. What is our business? Who is our customer? And what does the customer consider value? We really are here for one reason: to help a girl reach her highest potential... More than any one thing, that made the difference. Because when you are clear about your mission, corporate goals and operating objectives flow from it.
(Profiting from the Nonprofits, Business Week, March 26, 1990. Italics added.)
In other words, the effort you put into these basic strategic questions save you effort in the long run. Mission statements may seem to be a waste of time, but they serve a vital purpose: they let everyone know what the organization is striving to achieve. To prove the need for mission statements in your business, ask some of your colleagues (at least five, which might include customers,
PICKING AN INITIAL STRATEGY

John Case, writing in the Boston Globe (August 10, 1994) proposed a simple way to pick an initial strategy. Are you in a commodity, specialty, or head-to-head business? If you are in a commodity business, one where there is little or no perceived difference between your product or service and that offered by competitors, the suggested strategy is to be the low-cost producer or supplier. Competition will be driven by price. Agricultural products exemplify commodity businesses. Specialty businesses, such as specialty retailers or ethnic restaurants, compete by carving out a niche in the marketplace and raising barriers to entry into that niche. For example, if you run a bicycle shop, you might try to become the local authority on mountain bicycles and gear, sponsor races, put on training and informational workshops, and make sure to stock the newest and best equipment. This would make it very difficult for anyone else to dislodge you from your niche. Note that you would not compete on price. Most small businesses are what Case calls head-to-head businesses. These should find a niche and fill it; that is, adopt a strategy of finding out what would be especially attractive to their markets about their products, services or delivery systems and then providing it. Establishing what Rosser Reeves called a unique selling proposition, a competitive advantage that can be maintained and built on over time, pays off handsomely. Think of Frank Perdue and the humble chicken.
board members, staff, or other stakeholders) to write a single sentence describing what the business is about. Youll get widely different answers. And if people close to the business are this confused, what are your customers thinking? Why do mission statements have such a poor reputation? Too many of them are drivel, simplistic God, Mom, and apple pie statements that blather meaninglessly about excellence, quality, delighting the customer, upholding basic American values, and so forth. Good mission statements take time and effort. They dont just happen. The following are all effective mission statements: American Red Cross.The American Red Cross is a humanitarian organization, led by volunteers, that provides relief to victims of disasters and helps people prevent, prepare for, and respond to emergencies. It does this through services that are consistent with its Congressional Charter and the principles of the International Red Cross Movement.
Use your completed Business Description Worksheet as your guide. Circle or otherwise highlight key phrases in Figure 1.1. Jot them down where you think they belong in the following categories. Write down the single most important goal for your business. Then condense the result into one or two short sentences. This will result in a mission statement that accurately reflects your businesss purposes. Customers: __________________________________________________________________________________ small business owners ____________________________________________________________________________________________
tax & MAS or consulting Products or services: __________________________________________________________________________ ____________________________________________________________________________________________ local (within 1015 mile radius) Markets: ____________________________________________________________________________________ ____________________________________________________________________________________________ make money, profit, stable revenue base Economic objectives: __________________________________________________________________________ ____________________________________________________________________________________________ independence, concern for community, want to make a Beliefs, values, and aspirations: __________________________________________________________________ ______________________________________________________________________________________________ difference, make a good living
Distinctive competence: What are we really good at?: ______________________________________________ helping small business owners max revenues; ____________________________________________________________________________________________ hold down costs, use info. Concern for employees: ________________________________________________________________________ provide reasonable compensation and benefits, provide freedom to do ____________________________________________________________________________________________ their jobs with minimum supervision Mission Statement
Provide tax and management advisory services to local small business owners, helping them to grow, and providing our employees with a rewarding working environment.
FIGURE 1.2Mission
Statement Worksheet
Wal-Mart.To give ordinary folks the chance to buy the same thing as rich people. Disney.To make people happy. Dominos Pizza.To be the leader in off-premises pizza convenience. McDonalds.To be the worlds best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile. These all pass the 45-second test so beloved of venture capitalists. They let everyone know what the business is all aboutand do so without meaningless boasting bombast. The business definition and mission statement make it much simpler to select and evaluate appropriate long-term goals for your business. By taking a long time frame (three to five years) as the span of your quick strategic plan, you make it easier to keep your business focused on the goals you choose to pursue. The next step is to conduct a SWOT Analysis of your company. SWOT stands for Strengths, Weaknesses, Opportunities, and Threats. This is fairly straightforward for most small businesses. A word of advice: the more of your employees you involve in the SWOT analysis the better.
SCOPING OUT THE EXTERNAL ENVIRONMENT: THE PEST ANALYSIS

Your business operates in many environments, ordinarily divided into the internal environment (within the organization, hence somewhat under your control) and the external environment (outside the organization, hence only marginally or not under your control). A PEST analysis looks at those factors you have no control over: Political issues. What political factors might affect your marketing plans? Think of the regulations you have to meet, pending legislation, tax issues. Economic factors. Whats going on in the economy at large? Where are interest rates heading? Inflation? The stock market? Disposable income? Sociocultural factors. We have an increasingly diverse population. What are the implications for your business of the surge in Spanish speaking people (for example), with their religious, cultural, and social customs? Technological factors. Technological change cannot be ignored. What will affect your business? Look at how Amazon.com revolutionized the book market by using computers to continuously communicate with customers and keep them aware of new books, tapes, DVDs, and by sending e-mail alerts. Garner materials for an ongoing PEST analysis as a routine activity. Youll find plenty of material in newspapers, magazines and trade association publications and through daily contacts. Timely information is more valuable than stale informationand it provides a competitive advantage.
SWOT ANALYSIS
SWOT analysis is a blunt tool. Because it is subjective, based on peoples perceptions rather than hard data, take the results with a grain of salt. The systematic examination of SWOT will provide lots of ideas and insights that you will have to prioritize. Thats your job. Internal environment Strengths Weaknesses
External environment
Opportunities
Threats
Build on these
Mitigate these
Successful business owners find that a periodic meeting with all employees to work through the following five forms not only gives rise to some extraordinarily insightful comments, it also makes sure that the employees buy in to the planning process. It can take as little as half a day to set the broad directions. SWOT begins by looking at internal strengths and weaknesses. Since the important areas vary from one business to the next, customize these forms to reflect your particular business. The first eight areas are common to all businesses, and should always be examined. Use of Figure 1.3: Internal Analysis: Strengths and Weaknesses is easy. For each key area, ask whether it is a strength or a weakness. It may be bothpeople sometimes have different views. What you are looking for is a rough profile of your businesss internal performance. You want to be able to capitalize on the strengths and defend or improve weaknesses. Now look to the external environments where your business operates. While these factors are not under your control, if you examine how they will affect you, you can take precautionary or preemptive action. Again, this is fairly simple. For each factor ask what opportunities and threats to the success of your business are coming up. Technological factors include new or improved technologies. Think of what happened to the typesetting industry when desktop publishing became affordable. Regulatory and legal factors are in constant flux. You might grow into a new area of legal exposure; for example if you employ 15 people you have to comply with the Americans with Disabilities Act. The economic environmentslocal, national and internationalhave obvious impact on your ability to reach financial goals. Be aware of them.
You want to be
able to capitalize on the strengths and defend or improve weaknesses.
Factor 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Strengths
Weaknesses
Profitability Sales and marketing Quality Customer service Productivity Financial resources Financial management Operations Production and distribution Personnel development questionable(look into this) N/A x x x N/A
needs improvement x
xneed more capital?
* Reputation
very good with small business owners
FIGURE 1.3Internal
Analysis: Strengths and Weaknesses

Figure 1.4 is not intended to be exhaustiveit is meant to be suggestive. If you face different external factors, add them. This is not brain surgery. Dont dwell too long on these forms (Figures 1.3 and 1.4.) You are looking for major forces that will impact your business, not for some super subtle wrinkle. Strategizing has to be broad brush. The details, the goals and objectives and implementation of the strategies are another matter. Now go back over the completed Figures 1.3 and 1.4. Pick no more than five strengths and opportunities to work on, and no more than five weaknesses and threats to worry about. Pick them carefully. You limit the
Factor Current customers
Opportunities
Threats
upgrade themMAS, etc.
Prospect
lots of small businesses currently underserved
expensive to gain new clients
Competition
strong and well-managed crowded field, big companies now trying to enter the market develop programs (very specialized); increase productivity; bells and whistles for better demos; teach people how to use tax programs
Technology
Political climate
Government and other regulatory bodies
always new taxes and regulations!
Legal
Economic environment
recovering
FIGURE 1.4External
Analysis: Opportunities and Threats
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The most important strengths we possess and the best opportunities we face are: 1. ________________________________________________________________________________________ (o) underserved small business marketthats growing 2. ________________________________________________________________________________________ (s) reputation for quality with current base 3. ________________________________________________________________________________________ (o) focus on small business owners ONLY 4. ________________________________________________________________________________________ 5. ________________________________________________________________________________________ The most dangerous weaknesses and threats we face are: 1. ________________________________________________________________________________________ (w) capital: underfinanced
(t) new competitors 2. ________________________________________________________________________________________

3. ________________________________________________________________________________________ 4. ________________________________________________________________________________________ 5. ________________________________________________________________________________________ FIGURE 1.5SWOT
Summary
choice to make sure that you focus attention on areas with the greatest payback. If you only pick one or two strengths and opportunities, or weaknesses and threats, fine. If they are really important, this choice will drive your marketing plans2. Use the next two forms, Figure 1.6: Building on Strengths and Opportunities, and Figure 1.7: Shore Up Weaknesses, Avoid Threats to quickly establish a strategic plan, the goal of this introductory chapter. Figure 1.5: SWOT Summary sets these up. The essence of small business strategy is to find and dominate small market niches, please customers better than the next business, and keep it all simple so the strategies can be communicated effectively. The actions you come up with become your strategies. By now you have made important strategic decisions and set your priorities. The most important decision is what to focus on. The next two (and final) steps in creating a quick strategic plan turn the ideas you have developed into long-term goals (three to five years out) and then turn the goals into specific short-term objectives. Your goals and objectives are the foundation of your marketing plan. Return to Figures 1.6 and 1.7. Goals are the desired result of the actions you choose to do. Goals have to be measurable (most often in dollars or
2 Other plans that will be affected include your annual business plan, any financing plans,
The most
important decision is what to focus on.
and (if appropriate for your business) your operating plans.
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FOUR KEY STRATEGIES

Four strategies for small business owners to follow include the following: 1. Focus. Small businesses do not have resources to squander, so it is vital that they concentrate their efforts where they can achieve their most important goals. This is hard to doit takes a great deal of discipline to pass up apparent (as opposed to real and related) opportunities and stick with what you are best at doing. 2. Personalize. This is the greatest strength that small businesses possess. You can infuse your business with your personality. If you focus your efforts on a target market and know your customers well, you can offer a climate that no big company can match. The feel or personality of a small business is an important asset. 3. Specialize or Customize. Small businesses work best in niche markets. This is another aspect of focus: offer products and services that your markets demand. Specialization is one way to do this. A store specializing in kitchen gadgets will do better than one that offers a bit of everything including kitchen gadgets. Customizing takes specializing even furtheralso a form of focusing on the customers needs. 4. Simplify. Keep strategies simple in order to communicate with your markets and employees. A complex strategy not only blurs your focus, it also confuses everyone who encounters it.
To build on our major strengths and opportunities listed on Figure 1.5, we will take the following actions:
#1 Strength or opportunity Action
underserved market thats growing set up system to seek out and approach those businesses before anyone else our excellent reputation leverage word of mouth, ask for referrals and endorsements focus on small business promotions, identify ALL businesses fitting our criteria, create identity as small business specialists
FIGURE 1.6Building
on Strengths and Opportunities
12
To shore up the weaknesses and avoid the threats listed on Figure 1.5, we will take the following actions:
#1 Weakness or threat Action
lack of capital invest more!-and invest profits new competitors more personal service, faster response, stress local nature of this practice, continuity (same person year after year)
FIGURE 1.7Shore
Up Weaknesses, Avoid Threats
STRATEGIC GOALS
Qualitative goals are defined in the strategic planning process. Positioning What is the position of your business in its markets and among its competitors? How is it perceived by your target markets? Segmentation What segments of the market do you want to attract? Culture What is the culture of your business? Differentiation How does your business differ from its competitors? What are the special skills and competencies of your business? Social responsibilities What purposes does your business serve beyond its own survival and profitability?
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GOALS AND OBJECTIVES

The distinction between GOALS and OBJECTIVES is not just semantic. Goals are long-range, anywhere from a year to many years out, and help you maintain strategic direction. Objectives are short-range, specific activities that are tactics to move you towards your long-term goals. Their areas will overlapmarket share, profitability, growth, or product development goals will spill over into their correlative objectives. It is a close relationship. Both goals and objectives should be SMART: Specific. Use specific terms. Exactly what do you want to achieve? Measurable. Objectives must be quantified. Attainable. If the objectives are not attainable, why bother? Realistic. They should be attainable with the resources you have available. Timed. Start and end dates (especially end dates) make the objectives more real.
Goal: Person responsible: Due date:
sales to $500,000 in 3 yrs.; $100,000 profit RM & GL 3 yrs. out earn $80K/yr. RM next year semi-retire in 5 yrs. RM 5 yrs. develop services packages (financial management and consulting, less accounting) GL 612 months Goals
Goal:
Person responsible: Due date:
FIGURE 1.8Long-Term
14
The clearer you

can make your goals the better.
units), have a deadline, and be someones responsibility. Goals also have to be believable and achievable. If the people responsible dont believe the goals are worthwhile, they wont make the effort necessary to achieve the goal. If the goals arent achievable (given the resources available and conditions that apply), then those responsible for achieving the goals will be frustrated no matter how hard they try and eventually your goals will be ignored. Goals direct and control actions. They give you something to aim at, some way to measure progress and answer the question, How am I doing? The clearer you can make your goals the better; clear goals make communicating strategy a lot easier than vague, fuzzy goal-like aims such as make more money or increase profits. Take your time with this step. Choose your goals carefully. You might achieve them. How would meeting these goals impact your finances, your personnel, your plant and equipment? What would it do to your life outside the business (time commitments especially)? Although these arent part of the marketing plan, they can affect it.
In order to achieve the goals set in Figure 1.8, break them down into short-term objectives to be accomplished within the next year:
Long-term goal #1: Short-term objectives:
sales to $325,000 this year focus on identified small businesses (both clients and prospects); more vigorous promotion
RM salary and retirement personal financial plan
develop services package survey clients, check with AICPA, use competitor files, connect with local Small Business Development Center
FIGURE 1.9Turning
Goals into Objectives
15
Once the goals have been selected and approved, the next step is to turn them into short-term objectives (see Figure 1.9). For the purposes of a marketing plan, treat the objectives as goals: assign responsibility, measurements, and due dates. This concludes the quick strategic plan. Based on the primary strategy to build on strengths, shore up weaknesses, your goals and objectives make sense for your business, at this time, given your resources and capabilities. This is where your marketing plan begins.
Summary for Chapter One

You answered the key strategic question: What business are you in? You wrote a mission statement. You performed a SWOT analysis to determine what your businesss strengths and weaknesses are, and what opportunities and threats it will face over the next three to five years. You chose a general strategy based on the SWOT analysis, turned the strategy into a coherent set of goals, and turned the goals into a preliminary set of objectives to be accomplished over the next year.
CHAPTER TWO
MARKETING OVERVIEW
arketing is the complex process of creating customers for your products and services. A marketing plan is a written document that helps you manage this processincluding the action steps needed to make the plan work. Your marketing plan requires answers to 30 major questions. These questions are labeled Question 1, Question 2, and so forth. A complete list of these questions is provided in Appendix One. Writing the plan is easy. You dont write the plan itself until youve done 95 percent of the work. The tough part of market planning is a careful examination of your business, including product and service analysis; analysis of your markets and your position in that market; analysis of the strengths and weaknesses of your business. Planning cannot be done in a vacuum. The first step is to take a broad overview of your marketing efforts, including current markets, products, and services, in the context of current economic and competitive conditions. You did this in Chapter One when you answered Question 1: What business am I in?
You dont write

the plan itself until youve done 95 percent of the work.
QUESTION
What do you sell?
What are you selling: Computers? Landscape designs? Real estate? Clothing? Legal advice? Fish? Medical services? Baseball bats?
17
18
CUSTOMER FOCUS
Customer focus forces your business to succeed. There are two ways to view customer focus. First, adopt your customers (actual or prospective) focus on your products and services. Second, all your efforts will be based on meeting your customers needs. If you target your market effectively, you will have a manageable number of customers who you can learn a great deal abouthow they think, why they buy, when they buy, what their preferences might be. You will be able to learn what benefits they seek so you can choose to address those demands. Knowing the benefits they seek allows you to market your goods and services economically and effectively, using messages and media that they will see and be influenced by. In a wider sense, customer focus helps you make strategically helpful decisions in all aspects of your business. As examples, you would choose what to offer in light of your markets desires. You would choose a location or means of distribution primarily because it is convenient for your customers, and only secondarily convenient for you. You would hire, train, and manage staff to better serve your customers and prospectsand your staff would serve the customers the way the customers want to be served. You cannot do this unless you focus on your best customers and prospects. Ask them what they want. Theyll tell you.
In Chapter Three you will return to your product/service list from a different angle. For now, just list the products and/or services you sell in Figure 2.2. You will fill in the target market column later.
QUESTION
Who are your target markets?
Target marketing is a simple concept. You have a limited number of marketing dollars, so you want to invest them wisely. Your business has a potential market consisting of a vaguely defined group of people who might buy your products. In order to invest your money wisely you have to narrow that broad group down to those persons (or persons in particular institutions) most likely to buy from you. Many potential buyers are too far away geographically, cant afford your prices, dont want to change suppliers, prefer to deal locally, or are unlikely for other reasons to become your customers. Recognizing these limitations on your market is the first step towards target marketing. Next, identify the segments of the overall market which are most likely to buy from you. (See Chapter Four for more on this.) What is target marketing? Look at Figure 2.1. The bulls-eye is worth $10 in sales, the first ring $5, the next ring $3, the final ring $1. Missing the target is a dead loss. Now suppose you need $100 in sales to break even, and a marketing budget of $15 (for the sake of the illustration, think of that as 15 arrows).
Chapter Two / Marketing Overview
19
In order to meet your $100 goal, you have to have a lot of bulls-eyes and very few misses. You need at least five bulls-eyes. Any fewer and you cant achieve your goal of $100. Needless to say, youd take considerable care with each arrow. To push the metaphor a bit further, youd find that your marksmanship improves with practice, that taking careful note of surrounding conditions is important, and that focusing on your target pays off. Shooting at one random target after another is confusing, and makes your expensively gathered experience useless. So does changing your bow, or forgetting to keep score. In marketing, you have to keep track of what youre up to. Fashions change. The economic climate changes. Products and services gain and lose value. Markets shift. But you will always have a finite number of arrows (marketing dollars), and you will always find that once you have the range on a target it pays off to keep shooting at that target until you have good reasons to shoot at a new one. Target marketing is an ongoing five step process. 1. Who is most likely to buy from you? These people are at the center of your target market. 2. What characteristics (wants, needs, habits) do your best customers and prospects share? This information is used to segment or differentiate the market. 3. How big are the segments? 4. Rank the segments in terms of potential profitability for your business. You may need help here.
In marketing, you
have to keep track of what youre up to.
FIGURE 2.1Target
Marketing
20
If you have many products or services, try to bundle them together into no more than ten categories. You can always expand the list laterbut for now, keep it simple.
Product/Service
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. ______________________________________ business consulting ______________________________________ monthly accounting services ______________________________________ audits ______________________________________ tax return preparation ______________________________________ tax consultation ______________________________________ tax representation ______________________________________ special projects ______________________________________ other accounting services ______________________________________ ______________________________________
Target Markets
________________________________________ ________________________________________ ________________________________________ ________________________________________ service and retail ________________________________________ businesses ________________________________________ $700K to $5M ________________________________________ in annual sales ________________________________________ ________________________________________ ________________________________________
FIGURE 2.2Product/Service
and Market List

5. What is the most profitable segment mix (in terms of ease and cost of sale, sales volume, and price)? Just how important is target marketing? Kmart tried to serve a muddle of markets: cost-conscious shoppers, some more fashionable segments (their deals with Martha Stewart and Jaclyn Smith), and parents (Sesame Street). This was perilously close to an all-things-for-all-people approach. The result was confusion for all parties concerned. One reason for Kmarts problems is that a diffuse market is much harder to appeal to than a narrowly focused target. Target your market, focus your efforts on that market, and prosper. For each product or service, who do you think the target markets are? Jot them down on Figure 2.2.
QUESTION
What are your marketing goals for next year? Your sales and profit goals?
You need two sets of goals: one for your business and one for yourself. Your personal goals come first. You want to be sure you dont commit your
21
business to a strategy that runs counter to your personal wishes. Do you want to sell your business in a few years and retire? Build the business to Fortune 1000 size, or keep it small? Be a technological trailblazer? All of these have been cited by small-business owners, and each has profound marketing implications. These goals will be reached by attaining a series of short-term objectives (see Chapter One, Figure 1.9). Some plausible marketing goals are increased dollar or unit sales, improved market share, greater profits, entry into new markets, abandoning a current market, and adopting a new technology or product line. Maybe you want to improve your companys image, advertising, or promotional efforts. Or implement a new pricing strategy or distribution process. Be general. You will reexamine and refocus your goals. To turn these vague goals into objectives, you have to do more. Objectives involve specific numbers and time frames. For now, just jot down the broad marketing goals you would like to achieve over the next year and over the next three years. While your marketing plan will cover only one year in detail, longer-range goals provide directional stability and help you maintain your focus. Sales and profit goals should be precise. If you have a small number of product or service lines, break the goals down further. But even an aggregate number is helpful; you can break it down later. For each product or service and target market of Figure 2.2, forecast sales for the next year in Figure 2.4. A worst case/best case/most likely case approach makes this somewhat easier and more accurate than just guessing. A product by product approach produces a more accurate forecast than lumping all your sales together in one undifferentiated heap.
A product by
product approach produces a more accurate forecast than lumping all your sales together in one undifferentiated heap.
1. How much money do you want, or need, to earn?
$80,000 salary, plus partnership profit

2. What sort of lifestyle is desirable for you and your family?
affluent
3. How big do you want your business to become?
gross revenues to $500,000/yr. in 3 yrs.

4. How will your business reflect you and your values?
be fair to employees and clients

5. How much risk do you want to take? In what areas?
not a business with risks, want achievable goals

6. What do you want to achieve over the next five years?
semi-retire in 5 years
FIGURE 2.3Personal
Goals for the Business
22
Product 1. 2. 3. 4. 5. 6. 7.
Worst Case
Most Likely Case
Best Case
consulting monthly audits tax prep. tax consulting special projects (industry-specific) other
$50 30 15 30 30 25 15 $195
$85 45 20 45 45 60 20 $320
$100 45 25 50 55 75 20 $370
FIGURE 2.4Best
Case/Worst Case Approach
SALES FORECASTING BY WEIGHTED AVERAGE OR BAYESIAN ANALYSIS

Sales projections give most business owners fits, because the future seems so uncertain and projections seem so imprecise. Theres merit to this concernmany of us share it. But there are various clues. Suppose you run a restaurant. Go to <www.restaurant.org/research/forecast_sales.cfm> to see the numbers put together by the National Restaurant Association to help its members look into the future. Most trade associations have similar information assembled by experts that can (when modified to your particular circumstances) give you direction. Or go to <www.chanimal.com/html/projections.html> for a short list of projection techniques. Their example of Baseline Goal Setting is worth reading. If you have a statistician available, look into techniques such as moving averages or the more recondite regression analyses. Computers have made their application fairly simplethough in 30 plus years working with small business owners I have yet to meet one who uses these techniques. Any finance textbook will show you how to use them. Bayesian analysis is a technique based on giving carefully thought-out weights to various scenarios. For example, suppose you think you have a 60 percent chance of sales of $1,000,000 next year, a 10 percent chance of sales reaching $1,200,000, and a 20 percent chance of only hitting $950,000. A Bayesian Analysis would go like this: Scenario Sales $1,000,000 $1,200,000 $950,000 Percent 70% 10% 20% Forecast $700,000 $120,000 $190,000
23
The Bayesian analysis would yield a forecast of $1,010,000 (the sum of the three forecast numbers). The accuracy of such a forecast depends to a high degree on the weights and the probabilitiesbut then, all forecasts are best guesstimates anyway. You may prefer to break down forecasts by salesperson or department. This chart is from <www.nafem.org/resources/pod/forms/form08.doc>. Monthly Sales Projections Salesperson or Department ____________________ Date Reorders
Var. Goal Actual Var. Goal
____________ Total
Actual Var.
New Business
Goal Actual
January February March April May June July August September October November December Year Choose the technique you like best. No one technique is perfect, nor does any one method suit everyone.
For each product or product line, estimate what sales would be if everything goes wrong next year. Then estimate what sales would be if everything goes perfectly. Since neither case is likely, an in-between sales figure will be a more accurate forecast. This number (the most likely case) is not an average of worst and best cases, but rather your considered opinion of what will happen to each product or service line over the next year. Dont be surprised if filling out Figure 2.4 gets you to rethink and revise Figure 2.2. It should. Part of the value of the market plan is the process of continually rethinking how your product/services and target markets intersect. Profit goals are harder to establish. If you know what profit you traditionally make as a percentage of sales, use the sales forecast and add a bit.
24
Marketing Goals
develop program for small business financial management. 1. __________________________________________________________________________________________ develop more management accounting; shift from traditional accounting 2. __________________________________________________________________________________________ marketing database of small businesses$700K$5M 3. __________________________________________________________________________________________ work on identity definition 4. __________________________________________________________________________________________
Sales Goals for each Product/Service (see Figure 2.4 for next years most likely figures) For next year 1. 2. 3. 4. 5. 6. 7. __________________________________ consulting __________________________________ monthly __________________________________ audits __________________________________ tax returns __________________________________ tax consultation __________________________________ special projects __________________________________ other Sales Goals Profit Goals: 15% of sales Comments: ____________________________________________________________________________________________ ____________________________________________________________________________________________ FIGURE 2.5Preliminary ____________________ $85 ____________________ $45 ____________________ $20 ____________________ $45 ____________________ $45 ____________________ $60 ____________________ $20 ____________________ $320 ____________________ 48 In three years ____________________ $125 ____________________ $60 ____________________ $50 ____________________ $65 ____________________ $90 ____________________ $90 ____________________ $20 ____________________ $500 ____________________ 75
Marketing, Sales, and Profit Goals

You dont want to set objectives too low, and you will (you hope) become more profitable with more sales. Experience will correct or corroborate your hopes. Note that Figure 2.5 gives you both a dollar figure and a time frame. This makes your objectives more precise, which helps you set up benchmarks to test progress and measure improvement.
OUESTION
What might keep you from achieving these goals?
Possible barriers include cash flow or capital shortages, personnel deficiencies or inefficiencies, weak technology, stale product lines, pricing woes, declining or flat sales, strong new competitors, quality control problems, and many more. Every company has limitations. A smart owner or manager knows what the problems are and addresses them. The ostrich-like manager, on the other hand, is always receiving nasty blind-side surprises. The SWOT analysis in Chapter One provides insight here. Look back at Figure 1.7:
25
Todays date
________________________________________________________________________________
What problems am I avoiding?
collectionsget tougher with slow pays 1. __________________________________________________________________________________________ investing in promotion and marketing 2. __________________________________________________________________________________________
3. __________________________________________________________________________________________ What problems might prevent us from reaching our marketing, sales, and profit goals?
timetoo few doing too much 1. __________________________________________________________________________________________ understaffed 2. __________________________________________________________________________________________ aggressive competitors 3. __________________________________________________________________________________________ add person in 6 months
4. __________________________________________________________________________________________ 5. __________________________________________________________________________________________ What are we going to do about these problems? (See Figures 1.6 and 1.7.) 1. Assign responsibility to individuals to achieve solutions. 2. Allocate resources and authority to these people. 3. Establish benchmarks and deadlines to help them monitor their progress. FIGURE 2.6Problems
x x x
Shore Up Weaknesses, Avoid Threats for the most important limitations your business faces. Some problems are long term: A job shop printer has to be concerned about laser printing and desk top publishing, not because the technology is widespread but because it will be, and it will change his or her business climate. Being a supplier to a declining industry is a long-term problem. So is being located in a stagnant or declining local economy. Product and service limitations might involve quality control, rejected raw inventories, stock-outs, delivery problems, lack of skilled service personnel, and old equipment that puts you at a time and cost disadvantage. Know your limitations. Then correct themor adjust your marketing plans to accommodate them. Follow Figure 2.6 and keep a list of problems that you think might get between you and your goals. The finest memory is not so firm as faded ink. Write them down. Note that Figure 2.6 calls for action. A marketing plan has to be implemented, or its a waste of time. Dramatic changes in your business will come from correcting errors and problems. More lasting and profitable, if less splashy, changes result from implementing a carefully thought-out marketing strategy.
Know your
limitations. Then correct themor adjust your marketing plans to accommodate them.
26
QUESTION
What is your marketing budget?
Marketing without money is like making bricks without straw.
This is a trick question. If you have a marketing budget, you can answer it. If you dont, you have the most common problem: no budget at all. The second most common budgeting problem is relying on a reactive, sloppy, whatever is available if I have no better use for it excuse for a budget. Marketing is as much a cost of doing business as rent or payroll. It isnt a cost center to cut at the first sign of slumping sales or reduce to boost profits for a month or two. If you dont have a marketing budget or if you think your current budget needs improvement, go no further. You must have a budgetunless you want to waste money and forego sales and profit improvement. Another common method of setting a marketing budget is to allocate a fixed percentage of forecast sales on a calendar basis. You can get trade figures. Ask your business counselor, accountant, banker, or other financial experts such as editors of trade magazines. Ask other successful business owners. These trade averages will provide some useful guidelines. Just remember that more than advertising and public relations come out of your marketing budget. What do sales cost you? Sales training? Preparation of window displays? Sales support and presentation pieces? Check out Figure 2.7 below. Your marketing budget has to reflect your business, not someone elses. Look at your marketing, sales, and profit goals in Figure 2.5. Try to figure out what it will cost to reach them. If it is more than you can afford, fine. That forces some choices on you. You need a marketing budget that you can live with, one that helps you reach your goals and doesnt tie you to the past or to a formula that cant adjust to sudden shifts. The best marketing budgets have two parts: first, a fixed monthly amount to meet ongoing, monthly marketing expenses; second, a contingency or project budget to help you meet unexpected marketing needs. A new market may open up, or a competitor retire, or new competition appear. How you respond to these opportunities and challenges is heavily influenced by your budget. You know your marketing, sales, and profit goals. Discuss these with your accountant or business advisors. Marketing without money is like making bricks without straw. It cant be done without divine interventionand that kind of marketing help cannot be relied on. Incomplete campaigns eat profits. Make sure you have enough money to finish your marketing campaigns. You will get tired of your advertisements just about when your markets first take notice of them. Thats a problem you can easily deal with. But running out of money is another matter. To set up your budgets, use your resources. Your accountant or financial advisors can help you put dollar costs to your goals more efficiently than you can. However, you can provide estimates, based on your goals
27
This is not an exhaustive list. Use it as a starting point. Your company will use some of these categories plus others peculiar to your marketing needs. 1. Selling (direct costs) Sales salaries and commissions Travel Entertainment 2. Selling (indirect costs) Training Marketing research Sales statistics Subscriptions and dues 3. Advertising 4. Sales promotion other than advertising 5. Public relations 6. Shipping and handling Order filling, packaging Postage and cartage 7. Credits and collection Administrative expense Bad debt allowance 8. Marketing administration Tota
2,500 $ ___________________ 3,800 $ ___________________ $ ___________________
(marketing se) databa 4,500 $ ___________________ 2,400 $ ___________________ 1,000 $ ___________________ 600 $ ___________________
10,000 $ ___________________ 12,000 (direct sales) $ ___________________ 600 $ ___________________
$ ___________________ 2,400 $ ___________________
$ ___________________ 500 $ ___________________
1,200 $ ___________________ 42,000 $ ___________________
FIGURE 2.7Marketing
Budget Items
and prior experience in your business. Sketch in your first rough estimates in Figure 2.8. Fill in Figure 2.8 by listing the marketing actions you plan to take, noting when they will happen, and how much they will cost. Your aim here is simply to get an idea of what would be the best marketing budget for you in light of your plans. You will return to this budget sketch later, and will almost certainly have to modify it in light of new ideas and available cash.
Summary for Chapter Two

Preliminary goals (personal, marketing, sales, profit) have been established for the next year and the next three years (see Figures 2.3 and 2.5).
28
Made by: ______________________________________________________ Date:________________________ Reviewed by: __________________________________________________ Date: ______________________
Goal or Action
Timing
Annual Costs
Yellow pages Chamber of commerce Brochure Mailings Misc. ads New services promotion direct mail and telemarketing Internet/Web page
TOTAL:
annual 2 ads/yr. 4 times 4 times/yr.
$ 2,400 1,200 4,000 1,200 750 12,000 3,000 $24,550
FIGURE 2.8Preliminary
Marketing Budget Estimates

Some problems have been identified and initial corrective steps taken (see Figure 2.6). Your products and services have been listed (see Figure 2.2). Target markets have been identified and linked with products and services (see Figure 1.2). A marketing budget estimate has been made (Figure 2.8). Make copies of Figures 2.2, 2.3, 2.5, 2.6, and 2.8 to refer to in subsequent chapters. Your marketing plan will grow from these initial assumptions and estimates. A list of effective small-business marketing strategies is given in Chapter Ten. See Figure 10.3. As you work through the planning process, your strategic choices will begin to emerge.
CHAPTER THREE
PRODUCTS AND SERVICES
f you are already in business, you already have products, services, markets, and problems. If you are about to begin a business, you probably have a clear idea of what you will be selling, where, when, and to whom. The leading theoretical approach to marketing demands that you first determine what your markets want, then provide a way to satisfy them profitably. Thats fine if you have the luxury of choosing your target market and product/service mix before you start a business. Most of us, though, are limited by our experience and interests, to say nothing of other limitations such as money, family obligations, and so forth. What can you do if you are already in business? Make haste slowly. Change to a marketing orientation, a marketing strategy that focuses on your customers perceptions and demands. Understand your target
THREE RETAIL IDEAS FROM REI

REI, an outdoor outfitter, in Seattle may offer over 60,000 items in their flagship store, but according to an article in Fast Company (December 1997) they offer something more important. Here are three important ideas for retailers. 1. Sell values, not products. REI is actually a huge co-op, with 1,400,000 members. These members have a say in how the business is run, receive rebates, and make sure that the company remains true to its core values. 2. Try before you buy. REI offers their customers a chance to try out climbing shoes on a rock wall, raingear in an indoor monsoon, or a camp stove in a wind tunnel. Experience sells products. 3. Live what you sell. REI is staffed with active outdoor enthusiastsrock climbers, bike riders, whitewater canoeists. They can relate to the customers because they share the customers passions.
29
30
Creating demand
for a new product and changing consumer buying habits is close to impossible.
markets in depth, and measure the products and/or services you offer against the demands of those markets. You can change product and service lines over time to meet the changing demands of your customers and prospects. But dont suddenly switchit takes planning and time. There are powerful constraints on the kinds of products and services you can offer: money, time, customer habits, competition, and technology are a few. Creating demand for a new product and changing consumer buying habits is close to impossible. Introducing a new technology can bankrupt you. The number of truly innovative products or services introduced each year is tiny, and beyond the scope of this book. Most products and services are generic. While you may think your products and services are special, that perception is not necessarily shared by your market. To gain a competitive advantage, do three things. 1. Know your products and services better than the competition knows theirs. 2. Know the benefits of your products and services from your customers perspective.
PRODUCT LIFE CYCLE

Think of your product as having a life cycle that ends when the product is no longer on the market. When you introduce the product, profit isnt the main issue; you try to gain market awareness by promotion and carefully selected channels of distribution. In the growth phase, competition enters the picture and profits increase as the market expands quickly. In the mature phase, sales level off and differentiation strategies take over. This is usually the longest phase as products can often be refreshed, repackaged, and repositioned in order to extend their appeal. Finally the product enters a period of decline where sales taper off, cost cutting becomes common, and the number of competitors decreases.
Retirement communities
Personal computers
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Big
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Ba ge ls Fa st fo od
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Genetics
Mass transit
Tobacco
products
Beanie babies
Chapter Three / Products and Services
31
3. Know where your product stands on the product life cycle. The position on the product life cycle affects pricing as well as sales strategies. Understand the benefits your customers hope to get from your products or services. Look at your business from their point of view: Without a strong reason to think otherwise, one hardware store is like another; lawyers are interchangeable; seafood markets are where you buy fish. Whats so special about your screwdrivers, or wills, or halibut? People buy benefits. What they want is not necessarily what you think you are selling. They buy solutions to their problems. They buy satisfaction of needs and wants. The solutions and satisfactions are the benefits they buy along with your products and/or services. Benefits are the whats in it for me? that your customers seek.
QUESTION
What are the benefits of your products and services?
A careful product and service line analysis goes beyond a list of what you currently sell, and far beyond product knowledge. Not that these are unimportant pieces of informationin fact, thats where product/service line analysis begins. List the products and services you currently sell.(Go back and refer to Figure 2.2.) You may want to reorganize or recategorize your products or services, or add to your list. Enter the products or services on Figure 3.4. Before you can match up products and/or services and markets, you have to form a clear idea of what needs and wants those products and services satisfy. Any product or service can satisfy a number of wants and needs for the same people. While people dont always know why they buy what they buy, you can draw some useful conclusions by observing and inquiring. Think of several applications for each product or service, and several sets of wants and needs they satisfy. By communicating this to your target markets, you greatly increase the market appeal of those products and services. The more reasons to buy you can communicate to your target markets the better. For each product or service, ask: What is its purpose?What needs or wants does it satisfy for your customers? For your prospects? Jot down the most obvious needs and wants each product or service satisfies on Figure 3.2. This will give you a better understanding of the markets you can reasonably target and provide the underpinnings of your marketing strategy.
Think of several
applications for each product or service, and several sets of wants and needs they satisfy.
32
What kinds of wants and needs should you consider in Figure 3.2? Marketing gurus have listed thousands. A handful are offered in Figure 3.1. For each product or service: Is it a breadwinner now, or will it be in the future? Is it past its prime? Should it be continued? Or given more support (financial, personnel, promotion)?You want to put your resources to work where theyll have the best long-term payoff. Where is the product or service on its life cycle? Should you expand current product lines?Sometimes sales of one product reveal customer needs for anotherthough there are obviously limits to this. If a significant number of your customers ask for a product that would be an extension of your current lines, the risk may be worth taking. It takes less effort to cross-sell to your current customers than it does to create new customers. Ask product line questions quarterly. Its easy to get so attached to the old product line that we forget to update it. Meanwhile the market moves away. What are the particular advantages/disadvantages of each product or service as compared with competitive products and services?Product/service comparisons tip you off to competitive positioning. In Chapter Five, Competitive Analysis, further marketing comparisons will help keep you ahead of the competition. For now, take special note of differences in target markets and benefits advertised. Are you offering the right mix of products and services to meet your customers demands?One way is to check each product or service line against the following form (Figure 3.1) to get a feel for why people might buy that particular product or service. Dont just guess. Ask your customers, focus groups, trade authorities or other sources of information to fill these forms out. Guessing is too dangerous. Even though individuals ultimately make all purchasing decisions, their approach will differ depending on whether they are buying for themselves or for their company or institution. Several ways of looking at buyer wants and needs are shown herenot to confuse you, but to help you make useful distinctions. Use the blank spaces in the first column to adapt the form to your products and markets. Copy Figure 3.1 and use the copies to analyze your main product or service lines. Any check mark in the Dont Know column indicates a need for further research. You dont get in trouble buying IBM... attitude is a good example of bureaucratic thinking. The IBM choice isnt necessarily the best, but its viewed as defensible. The next form, Figure 3.2, helps you compare your products or services to those offered by your main competitors. This is one of several ways to focus on your competitive position. Fill this out for each product or service
Sometimes sales
of one product reveal customer needs for anotherthough there are obviously limits to this.
33
Basis for Wanting Things Applies To fill biological needs To gain security To get status To gain recognition To satisfy aggressions To satisfy sensibilities To lessen anxiety To save time Buyer Motivations Applies Satisfaction of the senses Imitation of others Style Profit Convenience Knowledge Comfort Fear Pride Curiosity Pleasure Self-expression or self-actualization Gaining an advantage Saving money Important Buying Factors for Institutional Markets Applies Dependability Discounts for bulk orders Price and quality Relationship with current vendors Customization Market exclusivity Value Delivery schedules Guarantees Safety for the purchasing agent FIGURE 3.1Why Doesnt Apply Dont Know Doesnt Apply Dont Know Doesnt Apply Dont Know
x x x x x x x x
x x x x x x x x x x x x x x
x x x x x x x x x x
Do People Buy Things?
34
Product/service Target markets
Management Consulting
Yours The Competitions
small service & retailers, sales $700K-$5M personal service, security, maximize profits, leverage resources, local, fast response x
most are serving the $3M+ businesses security of using large regional firm, depth of expertise and staff
Benefits advertised/promoted
Quality
Price
on low side
Improved versions
higher
convenient; will visit

Location
meet clients, deadlines excellent very good location a plus good
ditto ditto good good
Delivery
Follow-up service
Availability
Convenience
Reliability
excellent no satisfaction, no charge experience with small business owners
good depends on account size ?
Service
Guarantees
Other (specify):
not as much
FIGURE 3.2Product
Comparison Form
35
you offer. For the sake of simplicity, compare only to the leading competitive products or services. Comparisons are another place you may discover new applications, new product ideas, new opportunities. Look outside your business. Maybe the competition has a wider, deeper, or more specialized line. Would this make sense for your business? Maybe their packaging is better, or their distribution or delivery system is superior. Perhaps their advertising is stronger. Adapt Figure 3.2 to compare product mix, product lines, or other areas where you might be able to gain a competitive edge or blunt a competitive weakness. Have you made improvements in your products or services lately? Are you planning any?You dont want your products and services to become stale or old-hat, or to be made obsolete by your competitors changes. This is more than a question of style or fads. New! Improved!... is a great marketing line, especially if the product or service is really new and improved. Improvements are a powerful positioning tool: Who doesnt want the improved model? What new products and services are you planning?Should you develop new ones? Fill out a product line? Meet competition? Or should you prune back your product line to the most profitable elements? The most powerful marketing strategy for any small business is to locate and dominate market niches too small or too specialized for bigger companies to profitably invade. Quite often this calls for new products, or highly specialized sets of skills. However, any new product or service cries out for strong marketing justification. Otherwise, its all too easy to squander your resources on exciting but unprofitable new ventures. What are possible substitutes for your goods or services?Are there any new developments (technological, social, economic) that might result in new ways of satisfying your markets wants and needs? Not all dangers and opportunities are obvious. The only way to keep abreast of what might affect your business is to read, attend trade or other business shows, and keep alert. Your chances of picking up on an opportunity are far greater than your competitors if you periodically review and analyze your product and service lines. Refer back to Figure 1.5: SWOT Summary. List five new applications for your products and/or services.Repackaged products or new applications of old products open up new marketing opportunities. For the product grid (see Figure 3.7), think of new applications as new products. Huge marketing gains have come from new applications of old products and services. You can sometimes repackage or reposition a product or service to appeal to a wider market, or to a deeper penetration of your
The most
powerful marketing strategy for any small business is to locate and dominate market niches too small or too specialized for bigger companies to profitably invade.
36
Ask your customers, suppliers, sales force, and other interested persons what your products and services might be used for.
current markets. A classic example of repackaging: Arm & Hammer baking soda sells more widely as a refrigerator cleaner and air freshener than it ever did as a baking soda. Ask questions. Ask your customers, suppliers, sales force, and other interested persons what your products and services might be used for. Their answers might provide new applications that result in tomorrows sales. Use the answers and ideas you generate to fill out Figure 3.3. Work with these ideas to rethink how your products might be marketed. As an example, basketballs are used as float valves in some industrial applications. Their features of toughness, uniform size and quality, roundness, and floatability made them ideal for this purpose.
management advisory services Product/service: ______________________________________________________________________________
tax prep. and information (standard); specific industry expertise; What are its features? ________________________________________________________________________
____________________________________________________________________________________________ like adding a chief financial officer to team ____________________________________________________________________________________________
helps client grow and make better profits; more What benefits does it produce? ________________________________________________________________
____________________________________________________________________________________________ financial expertise
ongoing business planning How is it used? ______________________________________________________________________________

____________________________________________________________________________________________
retainer (annual) or special project How is it purchased (unit, bulk, with other products)? ______________________________________________
____________________________________________________________________________________________
acquire expertise in other industries What are other possible applications of this product/service? ________________________________________
____________________________________________________________________________________________
FIGURE 3.3Product
Application Worksheet
37
Your Product or Service
Benefits it Offers (Wants/Needs Fulfilled)
Possible Target Markets
1.
business consulting accounting
solves business owners problems keeps books up to date keeps clients from worrying; saves $$ tax return is done correctly keeps clients from worrying; saves $$ fulfills clients specific need
Retail, Manufacturing and Service Firms with sales of $700,000 to
2. monthly 3. audits 4. tax 5. tax
return preparation
consultation and representation projects
6. special 7. other
accounting services
client can have whatever is needed
$5,000,000
Benefits and Markets
Now put the two concepts together in Figure 3.4. What wants and needs do your products fill? Who might have these wants and needs? What would be the best fit between products and markets?
QUESTION
What is the Unique Selling Proposition (USP) of your products and services?
What sets your

products and services apart from the rest?
What is the USP for your product and service lines? What sets your products and services apart from the rest? For each product and service ask: Is it quality? Price? Convenience? Style? Professionalism? Ask the same questions about your store, restaurant, or office. The information gathered in Figure 3.2 is the basis for determining your unique selling proposition.
38
Your aim is to develop an image or perception in the marketplace that you offer something special. Your neighborhood convenience store has a unique selling proposition: You can get a loaf of bread or a jar of mayonnaise without getting in your car, at odd hours. Look at competing businesses and ask whats special about them. Can those insights help you position and define your business? Every business has something special to recommend it. Whats your claim? You can set your products apart from the competition by looking at the following: New, improved. Matthews Teak Cleaner took a messy, dangerous, splattery process and simplified it. Packaging. Think that LEggs profit comes from a superior stocking? Think again. Look at the way cell phones are designed: color inserts, small to very small sizes. The packaging may cost more than the technology. Pricing. BIC grabbed the ball-point pen market with their 19 cent pen. On the other hand, lack of courage in pricing is a major weakness for small business. Be very careful: Small businesses cannot afford to compete on price. If you do compete on price, aim to be the most expensive, not the cheapest. Advertising and promotion. What really is the difference between MacDonalds and Burger King? Better yet, think of Frank Perdue and his chickens. Chicken is chicken is chickenuntil Frank Perdue changed our perceptions of a commodity and differentiated his product from everyone elses. You pay more for a Perdue chicken, too. Delivery. Retail stores all over the world are being hurt by direct marketing. Its the fastest growing retail segment. Lands End, L.L. Bean, Spiegels, Victorias Secret, and hundreds of other merchants let you shop at home, and will quickly deliver their products to your door. Convenience. Look at direct marketing again. Or check out your local 7-11 Store. Even banks are beginning to be open for more convenient hours due to the press of competition. A bank that opens Saturday morning has a big advantage over a bank that doesnt. A bank with many ATMs scattered around their market area offers more than one that doesnt provide such access. Computer-based convenience. Now you can do all your banking and investing online. You can order books from Amazon or Powells or Barnes & Noble and have them shipped to you overnight. You can buy clothing from L.L. Bean, Lands End, or Hanna Anderson, or go shopping at Macys at 3 AM at <www.macys.com>. Buy French cheese from <www.fromages.com>. Order from a vast catalog of wine at <www.popswine.com>. Get a hand-cranked ice cream maker from <www.lehmans.com>. Still think you dont need to have a Web site?
Your aim is to
develop an image or perception in the marketplace that you offer something special.
39
Follow-up service. After-sale efforts are strong product/service differentiators. Wherever you live, Sears will service your washing machine. Today. Thats a deliberate policyand sharply contrasts with discount stores. Both after-sale service and price chopping are valid marketing strategies. But Sears makes more money in the long run by stressing service, not price. A medical practice that routinely involves its patients in their own health care by sending reminders will lose fewer customers than one that saves money by not keeping in touch.
Where do
you make money? Where do you lose money?
QUESTION
What product or service is the best contributor to your overhead and profits? Your worst?
This is a simple accounting question. If you cannot tell quickly which product you sell makes the most money (net of all expenses, including marketing and sales costs, bad debts and so forth), then you better have a talk with your accountant. This is important information with very direct marketing implications: Where do you make money? Where do you lose money? How can you do more of the former and less of the latteri.e., Can you ride your strong products more? Cull the losers? Who buys the good products? Who buys the bad ones?
Products with major impact on O & P: Contributors 1. __________________________________________ business consulting 2. __________________________________________ monthly accounting services 3. __________________________________________ audits 4. __________________________________________ tax consult and representation 5. __________________________________________ special projects 6. __________________________________________ Detractors Amounts $ __________________________________________ 85,000 $ __________________________________________ 45,000 $ __________________________________________ 20,000 $ __________________________________________ 90,000 $ __________________________________________ 60,000 $ __________________________________________ Amounts
individual tax returns 1. __________________________________________

2. __________________________________________ 3. __________________________________________ 4. __________________________________________ 5. __________________________________________ 6. __________________________________________ FIGURE 3.5Winners
<9,000> $ __________________________________________
$ __________________________________________ $ __________________________________________ $ __________________________________________ $ __________________________________________ $ __________________________________________
and Losers
40
THE BOSTON CONSULTING GROUPS PRODUCT PORTFOLIO MATRIX

High market growth
Star
Problem child
Cash cow High
Dog Low market growth Low
Market share relative to your competition
Use this matrix as a way to manage your products. You want to cull the dogs, or products with a low share of a low growth market. Problem children have a low share of a fast growth market. Increasing market share may be too costly to justify keeping them. Stars are products with high market share in a growing market. These are the big revenue generators. Cash cows, or high shares of a slow or declining market, generate cash and require little investment, so you want to keep them as long as they are profitable. There may be excellent reasons to lose money for a while: gaining market share, acquiring mastery of a new technology or learning new skills, investing today for tomorrows profits. A current loser is not necessarily a dog or problem child. Nor is a current star necessarily good. You may miss out on an emerging market by sticking with a product too long. The important point: Know what products and services contribute or take away from your business.
Increasing sales of
old products to old customers is normally the safest way to increase sales.
The last piece of the product/service analysis puzzle is to look at Figure 3.6: Product and Strategy Grid. Where do your leading products and services fall on this grid? Your aim is to increase sales and profits. There are four basic ways to do this. Ask yourself how you could sell old products to new customers, or new products to old customers before even considering selling new products to new customers. Increasing sales of old products to old customers is normally the safest way to increase sales, but may not provide a sufficiently large gain. Selling new products to new customers is as risky as starting a new businessperhaps riskier, because it will sap your energy at the expense of your current business. All of this chapter leads to Figure 3.7: New Product/Service Objectives. If you decide to make changes in these areas, or want to provide new goodies for your target markets to purchase, treat these changes
41
Core Markets New Target Markets ____________________________________________________________________________________________ P Old product, old customers Old product, new customers R (lowest risk) (risky) O Strategy: market penetration Strategy: market development D __________________________________________________________________________________________ U New products, old customers New products, new customers C (risky) (riskiest) T Strategy: product development Strategy: diversification ____________________________________________________________________________________________ This grid is known as Arsotts Matrix, from a 1957 Harvard Business Review Article. If you are planning on growth, this is a useful way to consider your options. FIGURE 3.6Product
and Strategy Grid
RM Person responsible: __________________________________________
2/8/03 Review date: __________________
Business management consulting for automobile and equipment dealers Product/Service Idea: __________________________________________________________________________
____________________________________________________________________________________________
Increased profits, financial strategy improvement, depth of our experience Benefits it will offer: __________________________________________________________________________
____________________________________________________________________________________________
Automobile dealerships, body shops Target markets: ______________________________________________________________________________ 12 months Timing: ______________________________________________________________________________________ $10,000/yr. minimum fee Anticipated sales: ($ or unit; by quarter) __________________________________________________________
Anticipated costs: 1. Development: ________________________________________________________________________ $5,000 to $10,000
Direct sales, mail 2. Advertising: __________________________________________________________________________

3. Impact on other products/services: ______________________________________________________ Will augment client base 4. Other (specify): ______________________________________________________________________
This is a high growth area due to the nature of the industry Comments: __________________________________________________________________________________
____________________________________________________________________________________________ Action taken: ________________________________________________________________________________ ____________________________________________________________________________________________ By: ________________________________________________________ RM Date: ________________________
FIGURE 3.7New
Product/Service Objectives
42
Product/Service
1st Quarter
2nd Quarter
3rd Quarter
4th Quarter
Total
1.
Business consulting Monthly accounting Audits Tax return prep. Tax consultation and representation Special projects Other accounting services
2.
3.
4.
5.
6.
7.
8.
9.
FIGURE 3.8Summary
of Product/Service Goals
as seriously as any other major change in your business. Set objectives, including costs, deadlines, and responsibility. Changes that make good business sense should be implemented carefully and systematically, not left to chance. Use all the information gathered so far to flesh out the form. Consider improved or changed products and services to be new products or services. Dont hurry with any product change. Let the idea stew for a while. Discuss it. Play the devils advocate. New products have huge hidden costs that are difficult to foresee, and seldom pay off as well or as fast as you hope.
Changes that
make good business sense should be implemented carefully and systematically, not left to chance.
43
Summary for Chapter Three

You looked at your products and services and noted the benefits they offer and the target markets who seek those benefits. Keep a copy of Figure 3.4 for reference. Update it as needed. You compared your products and services to those offered by the leading competitors to determine differences and gain preliminary ideas on how to differentiate your business from theirs. Figure 3.2 will help you determine the unique selling proposition of each product or service, which will be used in setting advertising directions. You looked at each major product and service to find new applications (and new target markets). Figure 3.3 is a piece of the competitive analysis puzzle, as well as a source of new product line or product mix ideas. Risk analysis entered the picture in Figure 3.5. This will be reexamined in Chapter Ten, Strategic Planning. One result of product and service analysis is to help you spot competitive strengths and weaknesses in what you market. You will use this in Chapter Five to help define your competitive position. New product and service objectives are set in Figure 3.7. You may have to work these into your sales and profit goals. New products cast long shadows.
CHAPTER FOUR
CUSTOMERS AND PROSPECTS
ho wants your goods and services? You cant know too much about your customers and prospects. This calls for marketing research. Facts and figures elevate your marketing plans from wishful thinking to purposeful action plans. There is no substitute for hard information. Your hunches, based on experience and observation, are important. They simplify market research by defining limits and setting directions for further investigation. But they have to be substantiated. Hunches have an irksome way of being half-truths, and half-truths can be disastrous. I feel that theres a big market for this... and I have a hunch that we can double sales by.... are two traps business owners fall into. Put another way, businesses arent destroyed from outside, by competitors or a malign fate. They selfdestruct. You have to know how your target markets perceive the value of your products and/or services to make good marketing decisions. If you dont know how your company and its products are perceived, you will waste time and aim the wrong products at the wrong markets at the wrong time. Professional marketing consultants can get this information faster and cheaper than you can. If your budget is tight, check with local business schools. Marketing professors sometimes do consulting work. Since most basic market research questions are the same, this saves you from reinventing the wheel. It should cost you no more than out of pocket expenses. They know the questions to ask and how to get the answers, and they will help you put this information to work. Ferreting out better opportunities for you to pursue is an added bonus for your investment.
Your hunches,
based on experience and observation, are important.
45
46
MARKETING RESEARCH SAMPLES

Marketing research provides answers to questions about the entire company such as: Who are your best customers and prospects? How does the 80/20 rule (that 80 percent of your profits come from 20 percent of your customers) affect you? How do they perceive your products and services? What do they want from a business like yours? How can you satisfy their needs and wants profitably? Whats the potential of this market for your company? Should you market goods, services, or both? What do your customers read, watch, listen to? The following are good sources of marketing research information: Customer lists Trade publications Local trade associations Chambers of commerce Service clubs such as Rotary or Kiwanis Government agencies: economic development agencies, Small Business Administration programs, Department of Commerce Libraries, both corporate and public
QUESTION
Who are your current customers?
10
What will you do

when the next fad hits?
You cant specify target markets, segment the markets, or otherwise improve your marketing abilities without detailed knowledge about your current customers. Suppose your market is limited to Britney Spears fans. What will you do when the next fad hits? Grow up with your market and change with them? Cater to the tastes of adolescents forever? If you sell to individual consumers, what are they like? What are the demographics of the market? What are the peoples age, gender, income, stage in the life cycle, and education level? If you sell to industrial markets, what markets are they? Who are the prospective customers? What are their sales levels and geographical distributions? Who makes the buying decision? What market segment buys which productsand what information can these people give you? Fill in Figure 4.2 for every job you bid on. Over a period of several months this will give you a feel for why you are or are not winning these
Chapter Four / Customers and Prospects
47
BASIC MARKET RESEARCH QUESTIONS

These are a few questions that basic market research will help you answer. Information about the buyer Age? Annual income? Gender? Ethnic group? Profession or occupation? Owner of a home? Media preferred? When do they buy? How do they buy? What do they buy? Why do they buy? What do they read, watch, listen to? Information about the competition Market share? Advertising plan? Price strategies? Distribution? Length of time in business? Information about the product Benefits? Price? Service? Design specifics? Where sold? Packaging? How will it be used? How many bought in a year? What to improve?
bids; this in turn translates into specific improvements in how you approach industrial or organizational markets. If you have bid on jobs in the past, fill these in retroactivelythe results may surprise you. Market segmentation is a method of organizing and categorizing those persons or organizations that you think will buy your products. Look at
48
Go through this exercise to gain a preliminary sense of the demographics of your target market. The reason to begin with your best customers is simple. Some people are better customers for you than others, and you presumably would want to find more customers like them. You may have a variety of best customers. Finego through this exercise for each customer group you feel is valuable to you. Dont dwell too long on this form. You will hone the information as you go along. If you are a new business owner and have no customers yet, go ahead and imagine who your ideal customer would be. 1. Describe your best customers: age sex income level occupation If industrial or business: type of business (SIC) size 2. Where do they come from? (check one) 3. What do they buy? product(s) services benefits 4. How often do they buy? (check one) 5. How much do they buy? Units Dollars 6. How do they buy? (check one) 7. How did they learn about your business? (check all that apply)
men
auto-related $2M-5M in sales x local national tourist

regional international
especially management and financial

daily monthly x other weekly every now and then
annual retainer
$8,000$12,000/yr.
credit (you invoice them) cash x contract advertising: newspaper, radio/TV x word of mouth location x direct sales Internet other (specify)
8. What do they think of your business/products/services? (Customer perceptions) 9. What do they want you to provide (what benefits are they looking for that you can or should provide?) FIGURE 4.1Who
they love it
more comparative data, help contain costs, better knowledge of financial management
Are Your Customers?
49
10. How big is your market? geographically population potential customers 11. What is your share of that market? (market share) 12. How do you want your markets to perceive your business?
40 auto dealers in immediate area ~ 10 percent now as the experts in running dealerships
Examples of Figure 4.1 are given at the end of this chapter. FIGURE 4.1Who
Are Your Customers?, continued
your customers and note their salient characteristics, then look to wider markets for more groups of people with the same (or similar) characteristics. The usual route is to begin with a fuzzy concept, seek out more detailed information to help define some rough market segments, then
WANT TO SELL TO THE GOVERNMENT?

Do you or can you market your goods and services to the government? The Small Business Administration (SBA) has a valuable Web site for you: <http://pro-net.sba.gov>. What is it? This is taken from their site. Welcome to Pro-Net! Pro-Net is an electronic gateway of procurement informationfor and about small businesses. It is a search engine for contracting officers, a marketing tool for small firms, and a link to procurement opportunities and important information. It is designed to be a virtual one-stop procurement shop. A Search Engine... Pro-Net is an Internet-based database of information on more than 195,000 small, disadvantaged, 8(a), HUBZone, and women-owned businesses. It is free to federal and state government agencies as well as prime and other contractors seeking small business contractors, subcontractors, and/or partnership opportunities. Pro-Net is open to all small firms seeking federal, state, and private contracts. Businesses profiled on the Pro-Net system can be searched by SIC codes; key words; location; quality certifications; business type; ownership race and gender; EDI capability, etc. Government (including local, state and federal) is a huge market. The SBA does a good job of making that market accessible for small businesses.
50
Project or Bid (by customer)
Product or Service
Won or Lost?
Date
Reasons
101 Auto Seacoast Nissan Forbes Rolls Honda of Gonic
consulting consulting consulting consulting
L still alive W W
Oct. start in May April Feb.
personality clash
specific services fit friend recommended us
FIGURE 4.2Project
or Bid Analysis
refine these into better-defined target markets. This can be highly rewarding as well as entertaining. The ingenuity of market research professionals is noteworthy. As an example, a research technique called VALS (for Value and Lifestyle Study) developed by the Stanford Research Institute helped Manufacturers Hanover Trust Company in New York identify six psychographic groups within one demographic segmentthe baby boomers. (Psychographics, a useful market analysis tool, examines the lifestyles and values of various market segments to determine how consumers think and what motivates them.) The upshot was a successful marketing campaign that used only one slogan, We realize your potential, to appeal to the six different mindsets. You might be able to benefit from describing your customers and hot prospects using the segmentation criteria in Figure 4.3. Put these to work for you. Figure 4.4: Market Segmentation Worksheet may be helpful. You will probably find that you sell most profitably (and comfortably) to certain segments and poorly to others, which should affect your planning. Think of the old 80/20 rule: 80 percent of your profits come from 20 percent of your customers. If you can get a good handle on who that profitable 20 percent is and who the unprofitable 80 percent is, you will prosper. Now look at the major market segments that you currently market to (or intend to market to). First define the market segment by product or service. Who is the customer or prospect? How do you describe those persons? For example, you might describe corporate customers by SIC code,
You will probably

find that you sell most profitably (and comfortably) to certain segments and poorly to others.
51
Use these categories as criteria to describe your customer base. Look for clusters of people described by these criteria; these help direct further marketing efforts. Your descriptions can be general. For example, Age range: 3565; Gender: both; Income level: $60,000 and up. Demographic Age range Gender Income level Occupation Religion Race/ethnic group Education Social class Geographic Country Region State County City/town Size of population Climate Population density Psychographic Leader or follower Extrovert or introvert Achievement-oriented or content with the status quo Independent or dependent Conservative or liberal Traditional or experimental Societally-conscious or self-centered Consumer/Behavioral Rate of usage Benefits sought Method of usage Frequency of usage Frequency of purchase Business Markets retail auto & Type of business (manufacturer, retail, wholesale, service) Standard Industrial Classification (SIC) Code $2M$5M Size of business excellent Financial strength to 110 Number of employees local Location Structure Sales level detailed industry Special requirements Distribution patterns FIGURE 4.3Basic
4560 male high owner/manager
local
N/A
equipment dealers
Market Segmentation Criteria
52
Market Segment by Product or Service
Customers
Prospects
business consulting monthly accounting services audits tax return preparation tax consultation and representation special projects other
auto dealers, business owners mainly individuals mainly individuals businesses and individuals businesses and individuals auto & equipment dealers small retail auto & equipment local business focus on business owners
FIGURE 4.4Market
Segment Analysis
or size, or membership association; and individual customers by age, income level, educational attainment, or where they live. Dont get hung up on perfection. Any descriptions you select will be revealing and helpful, and you can always copy these forms and do them over (and over again).
WHATS WRONG WITH THIS PICTURE?

One afternoon I went to the kitchen to make a pot of coffee. I turned the faucetand it came off in my hand. Okay, I figured. Ill just scoot downtown and buy a new one. I turned the water off, removed the faulty faucet, and headed downtown. I went into the hardware store, faucet in hand, and was told that it was now 5 oclock and the store was shutting, but if I hurried to the other source of plumbing fixtures in town I might be accommodated. Off I went, muttering. At the second store a young sales clerk greeted me, looked around, and said hed serve me. We shut at 5, he said, but the boss isnt here. When do most people go to the hardware store during the week? After work. Yet the owners of both of these stores had complained to me of the unfair competition from the Big Box on the edge of town, which just happens to be open 18 hours a day every day. Is this unusual? No. Many businesses are run for the convenience of the owner, not the customer.
53
GL By: __________________________________________
Date:
2/10/03 ____________________________________
All accounting services we offer Product: ____________________________________________________________________________________

____________________________________________________________________________________________ Describe your best customers (or ideal customer) according to the criteria listed in Figures 4.2 and 4.3: __
Entrepreneurs in their late 30s to early 50s; owners of retail or service firms; auto and ____________________________________________________________________________________________ equipment dealers with sales of $700,000 to $5,000,000 ____________________________________________________________________________________________ 1. Tax preparation is purchased annually. Most sign up in Describe their purchasing patterns: ______________________________________________________________ 4th quarter, then stay put unless errors are made or service is poor. ____________________________________________________________________________________________ 2. Occasional: business growth or crisis management. ____________________________________________________________________________________________ 3. Consulting is a very sporadic purchase, usually after being satisfied with our tax and ____________________________________________________________________________________________ crisis management skills. ____________________________________________________________________________________________ They have good ideas What makes them the best or ideal customers for this product or service? ____________________________ and want them implemented. Also, they can pay our $10,000 annual fee. ____________________________________________________________________________________________
____________________________________________________________________________________________ FIGURE 4.5Market
Segmentation Worksheet
Now apply these various segmentation criteria to your markets. Make copies of Figure 4.5: Market Segmentation Worksheet, and use them for each of your product or service lines.
QUESTION
What are their buying habits?
11
Who buys what, when, where and why are key pieces of marketing information. If you determine nothing more than the answers to these questions, you will be miles ahead of most of your competitors. Gather the following basic information on each product, product line, or service you offer: Who makes the buying decision? Whats the size of the sale in dollars? How many units are sold? What is your cost per sale? What do your customers buy? When do they buy it? Is their purchase seasonal? Why do they buy it?
54
Where do they make the buying decision? How do they finance their purchase? How do your customers view your products and services? This is a key research and development question. If you can understand your products from their point of view, you can discover new ways to market your products and services, new target markets, and new profitability. For instance, if a customer has asked for a refinement of a standard product in your line, can you redesign and repackage that product for other people? As examples of how powerful a marketing tool reworking your basic products and services to fit customer demands can be, think of blister packaging of foods and medicines after the first Tylenol scare. the evolution of Personal Digital Assistants (PDAs) that can now keep you connected with your e-mail, access your office computer, and double as a beeper and telephone. overnight package delivery. Federal Express spotted a market for overnight small package and letter delivery. It was always there; they just were the first to spot it. Their competitors are still playing catch-up. cash management accounts opened huge markets for Merrill Lynch. That product should have been developed by the banking industry. However, the bankers were too dumb to notice that their customers problems juggling various banking and brokerage accounts had created a mammoth opportunity. The key marketing point: People buy solutions to problems. They buy satisfaction of their wants and needs. They dont buy products and services. If your customers have complaints, find out why. Whats their problem? How can your company help them solve that problem?
The key marketing

point: People buy solutions to problems.
QUESTION
Why do they buy your goods and services?
12
Answer this one correctly and become rich and famous. How can you find out why people buy from you? Ask them. Figure 4.6 is a survey that R.C. Montville is using to better understand their corporate clients. It helps if you give your customers a structured survey to work with. This is an area where a professionally developed survey pays off. Call your local SBA office and ask for the nearest Small Business Institute program. Check with local collegesa customer survey is one of those projects that costs you little and gains you much. When you do a survey make sure to get answers to these three basic questions: 1. Where did you hear of our store/product/service? 2. What would you like us to offer?
55
To our valued clients: Please take a few minutes to complete this short questionnaire. Out aim is to give you the service you need, want, and deserve. Your honest answers to these questions can help us serve you better. 1. How would you rate the quality of work we have performed for you in the past? Excellent ____ Good ____ Fair ____ 1a. If not excellent, please explain. __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ 2. How would you rate the timeliness of the work we perform for you? Excellent ____ Good ____ Fair ____ 2a. If not excellent, please explain. __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ 3. What service would you like us to perform for you that we do not offer? __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ 4. Please feel free to give us any constructive criticism you feel we could use. __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ 5. We plan to begin a seminar series in the not too distant future. What areas would you like to see covered in these seminars? __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ 5a. How interested would you be in attending our seminars? Very ____ Somewhat ____ Little ____ FIGURE 4.6R.C. Not at all ____
Poor ____
Poor ____
Montville and Companys Client Survey
3. How can we serve you better? In Chapter Three, Figure 3.1, you matched products with the needs and wants that they fulfill. Now put those insights to work. Who has these needs and wants? Which of your target markets can you satisfy profitably? Maybe you can reposition some of your products to appeal to these markets. Maybe you will have to change the product/service mix. Keep in mind that people wont buy goods and services they dont want, no matter how good the advertising and positioning. You can only
56
What emotional
needs or wants do your products satisfy?
sell them what they want to buy. Sometimes that will be what they need. But it will very seldom be what you think you are selling. Some examples: You think you sell a medical service. Your customers think they are buying a solution to a problem, a friendly ear, an antidote to fear. Charles Revson was widely quoted as saying that while his factories made perfume, he sold hope. Detroit sells transportation, not cars. Hollywood sells entertainment, not movies. Disneyland sells happiness. More examples: If you sell to bureaucrats, remember that their number one concern is to be safe. If you sell to teenagers, remember they need to be in step with their peers. If you sell to a local retail customer base, remember they buy convenience, safety, cleanliness, familiarity and courtesy along with your groceries or dry goods. Apply this way of thinking to your business. What emotional needs or wants do your products satisfy? What other benefits do they provide? Then match those benefits to your target markets. How can you determine your markets needs and wants? Ask them. Observe them. Readtrade magazines are full of articles about why people buy and what triggers their purchasing decisions. Attend trade seminars. Talk with other business owners and managers. Above all, ask your customers, whether prospective, current or former.
QUESTION
Who are your best customers and prospects?
13
Use a straightforward approach: Match the information about the most profitable products with the market segments who purchase those products. If you can figure out why they made these purchases, and can find other groups with similar characteristics, in sufficient numbers, then these new groups become your best prospects. With work, they will turn into your best customers. This is an endless process. Your target markets will change over time; your product lines and mix will change; and your business will change. But the basic five-step process remains constant. 1. Identify your profitable products and services, including those which will be profitable in the future. 2. Find out as much as you can about the people who buy those products and services. Who are they? What are their buying patterns? How often do they buy? How much do they spend? What offers do they respond to? 3. Find other people like them. These are your hot prospects. 4. Identify unprofitable products, especially those that take up a disproportionate amount of time and money. These are often either owners ego products, products that management has a special investment in, or old familiar products that have outlived their useful life.
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CUSTOMER SERVICE AND PLANNING

Truly good customer service comes from paying close attention to details. The only way I know to do this is to make your customers a component of every business decision, from product, service, location, and pricing issues to staffing and training. While putting customers at the heart of all decisions is extraordinarily tough for large companies, it works well for small businesses. That isnt to say its easy for small businessesjust much easier than for big ones. An effective customer service strategy cannot be implemented until you know what your business can and cannot do. You cant just say I will run a customer centered business and do it. Your strategy and business evolve together, posing unexpected challenges. The culture of your business, the norms and values and expectations that you and your employees (and to a great extent suppliers and markets) share, change. Above all, your customers perceptions of your business and the competition never stay still. Customers come and go. They move, change their buying habits, are lost to competitors. A good working rule of thumb is that your customer base will change at least 20 percent each yearthat is, you can expect to have to replace one customer in five every year, and each year there are new products and services to contend with, new shifts in the economy, new competitors. The basic parts of your strategy should remain relatively constant, but many of the details must be continuously updated. Since you sell to a shifting set of customers, you can count on their perceptions of the value of your products and services to shift as well. What does this mean for you, the business owner? Two key points: 1. You have to continuously engage in market research. You have to know what their perceptions are, what they seek, and how they want to be served. 2. Your plansbusiness, financing, marketing and personnel plansall hinge on this ongoing market research. As your market shifts, so should your plans.
5. Find out who buys these unprofitable products and servicesand stop marketing to them, or switch them to more profitable products. This may mean leaving a comfortable market for a profitable one. Remember why youre in business: to create and satisfy your customers, at an acceptable profit.
QUESTION
What is your market share?
14
Market share is your percentage of total sales to a given market. For example, if you sell $225,000 worth of medical services annually to a market which buys $1,000,000 worth of that particular service a year, youd have a 22.5 percent market share. Market share can be measured in unit sales: 225,000 units out of a total market of 1,000,000 units. Or in purchasing units: 225,000 people out of the total market of 1,000,000 buy your product.
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By: __________________________________________ RM Reviewed by: _________________________________
Date: Date:
____________________________________ 2/10/03 ____________________________________
These are our most valuable customers and prospects, ranked from the top. Make sure you list the market segments and their criteria. Name of Customer Market Segment Criteria (Figure 4.3)
Forbes Rolls-Royce auto $5M sales 1. ___________________________________________________________________________________________ Honda of Gonic auto $3M sales 2. ___________________________________________________________________________________________ Wheely Honda Cycle Co. motorcycle $1.6M sales 3. ___________________________________________________________________________________________
4. ___________________________________________________________________________________________ We should target these prospects Name of Prospect Market Segment Criteria (Figure 4.3)
Seacoast Nissan auto $3M sales 1. ___________________________________________________________________________________________ So. Me. Harley-Davidson motorcycle $2.5M sales 2. ___________________________________________________________________________________________
3. ___________________________________________________________________________________________ 4. ___________________________________________________________________________________________ We should consider these market niches:
Heavy equipment dealers 1. ___________________________________________________________________________________________ RV dealers 2. ___________________________________________________________________________________________ Motorcycle dealers 3. ___________________________________________________________________________________________ Auto parts dealers? 4. ___________________________________________________________________________________________
Our customer/prospect objectives for the next year are:
Penetrate auto-related markets 1. ___________________________________________________________________________________________ Upgrade customer list 2. ___________________________________________________________________________________________ Focus! 3. ___________________________________________________________________________________________
FIGURE 4.7Customer/Prospect
Summary Form
Note that market share presupposes knowledge of the total size of the market, which depends in turn on how you define your target market. Market share information helps you decide whether to enter, abandon, invade, or protect a market niche. As a rule of thumb, a 25 percent market share is dominant, and makes you a major player in that market. If you can identify a market niche large enough for profitability, yet small enough to be unattractive to big businessesand grab 25 percent of that market, you
59
have a winner. On the other hand, if your archrival has 50 percent of that market, there might not be room for both of you.
QUESTION
Is your market share growing, shrinking, or stable?
14 A
QUESTION
Is the market itself growing, shrinking, or stable? Is it changing in other ways?
14 B
A declining market may be a good one to bail out of, or may present a terrific niche possibility. The Underwood Company, makers of deviled ham and other canned meat spreads, has done very well in a market that was vanishing. A growing market may be an opportunity for you to develop a growing niche. It could also present an enticing market to a large company which could swamp the market. Think of what happened when IBM spotted the success of the microcomputer industry. Market-share information is one of many factors involved in these kinds of strategic choices. You have to use your judgment. Judgment based on facts beats guesswork.
A declining
market may be a good one to bail out of, or may present a terrific niche possibility
Summary for Chapter Four

You have segmented your customer base (see Figure 4.4). You know (based on your research) why these people buy your products or services, and what needs or wants they satisfy. This helps you form a clear, easily communicated description of the target markets to which you can effectively market. You can now set realistic target market objectives to include in your marketing plan, including the size of your markets, your market share goals, and other precise measures of performance. Fill out Figure 4.6. Sample objectives might be to enter some niches, try to attract certain market segments while dropping efforts to attract others, or work on certain product lines that sell to current customers. You have to remember your own business situation and that these objectives are based on analysis, not wishful thinking.
CHAPTER FIVE
COMPETITIVE ANALYSIS
n Chapter Two, Question 5 you made a preliminary list of obstacles that might impede achieving your goals. One of the biggest impediments is the competition. No business operates in a competitive vacuum. There are plenty of smart business owners looking to your target markets for their next sale. Business is competitive. Customers needs and expectations shift. New products and different services fight for their dollar. New competitors enter the market while others leave it. What can you do about the competition? Plenty. Think of the comprehensive scouting reports that major league managers rely on. They carefully observe their competitors. They study everything about them that could possibly affect the outcome of a game. They know who the players are, what their strong and weak points might be, what strategies they use, what they tend to do in a pinch, what resources they can call on, and other information. You need at least as much information about your competitors. Competitive analysis is an important part of your marketing plan. You can learn from your competitors and strengthen your business. You can predict their plans if you observe them closely. This takes work and close attention to detail. Most small-business owners approach competitive analysis haplessly. Set up a structured approach (think of major league baseball again) and seize a whopping competitive advantage.
You can learn

from your competitors and strengthen your business.
QUESTION
Who are your competitors?
15
Anyone who sells similar products/services in your marketplace, or similar products/services in other marketplaces, or who could sell similar
61
62
Future competitors
may be the most threatening if you are in a highly desirable, rapidly growing market.
products/services, is a competitor. You compete for your target markets time and money. In the advertising clich, you want to gain their Attention, Interest, Desire, and Action (the mnemonic is AIDA)but so do a lot of competing businesses. Competitive analysis begins with identifying your immediate competition: Who are your five leading competitors? As you fine-tune your analysis of the competition, you will want to add the less direct competition. Future competitors may be the most threatening if you are in a highly desirable, rapidly growing market. But for most small-business owners, just staying on top of the current market will be enough. Remember: You arent the only smart business owner out there. If you can learn from your competitors, they can learn from you. You have to learn a lot about your competition before you can make useful comparisons. Remember the big league scouting reports. A scout will follow a team for weeks, making copious observations on each player. Can he hit a curve? How about the shortstops ability to go to his left? Do they use the hit-and-run, or prefer sacrifice bunts in the late innings? The scouting is organized, thorough, and professionally executed. Otherwise its not particularly informative. Business is competitive, and you have to scout out the competition. This may seem like spying. It is. A spy has to have some idea of his or her objectives. So do you. This information sets your marketing strategies.
RM By:__________________________________
My closest competitors are
2/11/03 Date: ______________________
Bridge & Silverman 1. __________________________________________________________________________________________ S, B & R 2. __________________________________________________________________________________________ Purdy, Bernstein 3. __________________________________________________________________________________________ GBS 4. __________________________________________________________________________________________
5. __________________________________________________________________________________________ Other competitors (include indirect and potential competitors) are
Bigelow & Company 1. __________________________________________________________________________________________ Big Four accounting firms 2. __________________________________________________________________________________________ Major regional firms (acct.) 3. __________________________________________________________________________________________
4. __________________________________________________________________________________________ 5. __________________________________________________________________________________________
FIGURE 5.1List
of Competitors
Chapter Five / Competitive Analysis
63
Prepared by: ________________________________________________ GL
Date: ________________________ 2/11/03
Competitor: __________________________________________________________________________________ S, B & R Product/service: ______________________________________________________________________________ tax preparation and accounting services Location(s): __________________________________________________________________________________ Portsmouth Specific information Years in business: ________________________________________________________________________ 24 Number of employees: ____________________________________________________________________ 20 Dollar sales: ____________________________________________________________________________ $3,000,000 Unit sales: ______________________________________________________________________________ Market share: __________________________________________________________________________ approximately 20 percent Financial strength: ______________________________________________________________________ excellent Profitability: ____________________________________________________________________________ ? Players (include their ages, experience in this business, training or education, business strengths and weaknesses, and other pertinent information) President/owner: ________________________________________________________________________ Key employees: __________________________________________________________________________ Management capability: __________________________________________________________________ The competitions marketing strategy Key customers: __________________________________________________________________________ Major products or services: ________________________________________________________________ Quality: ________________________________________________________________________________ Image: ________________________________________________________________________________ Pricing: ________________________________________________________________________________ accounting services: low taxes: high Advertising themes: ______________________________________________________________________ none Promotion/public relations efforts: __________________________________________________________ Significant changes (new people, products, etc.): __________________________________________________ How this competitor competes with you: ________________________________________________________ more conservative
Comments: __________________________________________________________________________________ I need to do more research to finish this!
FIGURE 5.2Competitor
Information
Use Figure 5.2: Competitor Information to organize your scouting reports. Much of the information is readily available from Dun & Bradstreet and other publicly available reports. Your banker can get this information for you, or you can piece it together yourself. Fill in these forms for each serious competitor, and keep the forms on file. Over a year or so you will develop a most informative dossier on your competition. This is an area where knowledge really is power. For many of us, the problem is gaining that knowledge. There are few shortcutsbut the
64
process is simple enough. You build the dossier piece by piece, over time, using the competitions advertising, press releases, promotional materials of all kinds, your own observations, comments from vendors, customers, employees, friends, and your core of business advisors. As the file grows, you will know enough about your competitors to anticipate their moves, learn from their strengths and weaknesses, and increase your competitive advantage. Dont feel badly about doing this. Your stronger competitors are doing this to you already.
QUESTION
What do your competitors do better than you?
16
QUESTION
What do you do better than your competitors?
17
Your top
competitors look at your business for ideas.
Do your competitors see a weakness in your business or a market potential you missed? Your top competitors look at your business for ideas. Do the same to theirs. Your aim is to find out how you stack up against your competition. What are their strengths vis-a-vis yours? Where do you differ? Smart business owners go beyond scouting the competition. They have themselves scouted (shopped) in order to have an unbiased appraisal of how they measure up against the competition. You might want to raise the following questions: How are your competitors financed? Can they raise more money? A division of a larger company, for example, has a potential advantage over a small business in this area. Are they heavily in debt? This would make price competition dangerous to them. Are they investing in new products or services? Why? (Or why not?) What training do they give their personnel? Small-business owners are notoriously unwilling to provide adequate training. This can be exploited. What image (if any) are they trying to develop? What are their target markets? Do they compete on price, quality, service, or convenience? One application of Figure 5.2 is to alert you to your strengths and weaknesses relative to their business. Maybe they have a better product, or a more motivated sales force, or better cost and quality controls that result in a price advantage. Maybe they have a superior location or a better distribution system. Or perhaps they are instituting a strong sales training program.
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Once you know what their strengths are, learn from them. You dont necessarily want to emulate thembut it makes sense to do so if copying their strengths fits in with your own plans. Avoid their weaknesses in your own business, but be ready to attack them with your marketing strategies. There usually is little difference between one business and another. Those little differences, though, separate the profitable, enjoyable businesses from struggling businesses. Use Figures 5.3 and 5.4 as guidelines. In Figure 5.3: Comparing Yourself to Competitors, write down what your competition is doing in the five principal comparison areas. Then, in the last column, jot down how you stack up in these areas. If at all possible, get customer and prospect input on this comparison. Their ideas will almost surely differ from yours, and as frequently noted, there is no substitute for asking your customers and prospects for their help. The other yardsticks might be product lines, staffing, sales practices, finances, management, or whatever you find to be important competitive information for your business. You have to know how you compare on the other listed items to differentiate your company from the competition. All five major yardsticks are far more detailed than you may at first think. For example, consider advertising. Look carefully at all of the competitors advertising. What are they trying to say? Do they feature price, delivery, or reliability? Do they focus on one strengthfor example, technical skill or convenience? How
Look carefully
at all of the competitors advertising.
Prepared by:
____________________________________________________ RM
Date: ____________________ 2/11/03
Competitor: __________________________________________________________________________________ S, B & R Describe Your Competitors Price Quality Service Location Advertising Other yardsticks How Do You Stack Up?
High OK OK Good None Been around a long time
Lower, but headed up Even better Even better Poorwe are changing to a better one Aggressive Relatively new
FIGURE 5.3Comparing
Yourself to Competitors
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Competitor Offers Customer seeks: Quality Exclusivity
We Offer
Lower prices
Product line
Ours lower than competition Depends on size of account
Product service
Reliability
More handholding
Delivery Location Information Availability

Credit cards Credit line
Downtown Newsletter
Always meet deadlines Easy access & will visit clients News releases and seminars Always when needed, incl. eves. and weekends
Warranty Customer advice

Accessories
If not satisfied, client pays no fee Always provided
Knowledgeability
Polite help FIGURE 5.4Quick
Take courses every year
Comparison
important do you think their advertising points are to the targeted market? Where do they advertisetrade journals? Radio or newspaper? Billboards? Is their advertising more effective than yours? Should you review your advertising? Figure 5.4: Quick Comparison provides a list of comparisons based on what your customers are looking for. If you have been listening to your
67
market, this can provide valuable insights for your marketing strategies and provide more ways to differentiate your business from the others. Your marketing strategy should be based on your strengths, the competitions weaknesses, and the markets desires. Shore up weak areas in your business to become more competitive. This can pay off fast. For example, if analysis shows that you have surly clerks and a dingy store, while the competitors have trained their clerks to be polite and provide a clean, well-lighted, spacious store, your first move would be to clean house. The next step would be to advertise the change widely, and build on whatever strengths you originally had. Think of how the auto parts industry changed in response to competitive pressures from large stores such as Sears and Kmart. The mechanics macho havens are on the way out, and newer stores (ADAP for one) have carved out a highly profitable niche by changing the image of auto parts stores.
Shore up weak
areas in your business to become more competitive.
QUESTION
What is your competitive position?
18
Locate yourself on the competitive continuum in Figure 5.5. A visual reminder of where you are helps stimulate and motivate your employees the same way that knowing your position in a league helps you knuckle down to improve your own skills. Use Figure 5.6: Competitor Analysis Summary to pull all your information about your competition into one place. The number of competitors
MICHAEL PORTERS FIVE FORCES ANALYSIS

Michael Porters Competitive Strategy: Techniques for Analyzing Industries and Competitors sets the gold standard for understanding the centrality of competition in your strategic planning. His famous five forces analysis looks at the following: 1. What is the threat of entry of new competitors? What are the barriers to entry that might protect you? What are the switching costs? Is entry becoming easier? 2. What is the bargaining power of your customers? 3. What is the bargaining power of your suppliers? 4. What substitutes for your products are (might become) available? 5. What is the level of competition in your industry? This topic is too rich to try to understand from this sketchy introduction. Check out Porters book (or buy it for under $30). Its a powerful source of ideas for all businesses, no matter what their size.
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Strong
Weak
Where are you located on this continuum? What are you going to do about it? How do you rank relative to the competition in these areas? A + means you are stronger than the competition, a means you are weaker. Strong Management Finances Marketing Pricing Selling Production Distribution Training Personnel Style/image Other FIGURE 5.5Competitive
Weak
+ + +
Continuum
is arbitrarybut it is important and valuable for you to have a clear understanding of what the other companies pursuing your markets are up to. Now sum it all up. What do you want to do to improve your competitive position? Ask all of your interested constituencies to help with this: employees, vendors, bankers, and investors all will have ideas you can use. How have others improved their competitive position in areas similar to your weaknesses? Your competitive objectives in Figure 5.7 become the foundations of your competitive strategies: This is what we want to accomplish and this is how we will do itby building on our strengths is a tough strategy to beat. These objectives dont need to be detailed here. You will be considering other aspects of your competitive position before writing your final marketing plan, and while these preliminary objectives are very important indicators for your planning, you will substantially modify them in the following chapters.
What do you
want to do to improve your competitive position?
69
Competitor: Sales in $ Market share Product lines Service lines Reputation
#1 BS $1.5M 10%
#2 SBR $3M 20%
#3 PB $1M 7%
#4 GBS $125K 1%
tax, MAS excellent
tax, MAS excellent
MAS good
tax, MAS unknown
Analysis Summary
Prepared by: __________________________________________________ RM Reviewed by: __________________________________________________ We need to improve our competitive position in the following areas:
Date: ______________________ 2/11/03 Date: ______________________
1. __________________________________________________________________________________________ finances 2. __________________________________________________________________________________________ marketing 3. __________________________________________________________________________________________ training and personnel We can build on our competitive strengths in the following areas: 1. __________________________________________________________________________________________ selling 2. __________________________________________________________________________________________ production 3. __________________________________________________________________________________________ personnel We can attack our competition in the following weak areas: 1. __________________________________________________________________________________________ service 2. __________________________________________________________________________________________ offer business consulting in addition to accounting services 3. ___________________________________________________________________________________________ FIGURE 5.7Competitive
Objectives
70
Summary for Chapter Five

You listed and analyzed your closest competitors, and took note of indirect or potential competition for your markets. You have begun to collect detailed information on them (see Figures 5.1 and 5.2). You know your relative competitive position, based on a careful assessment of your leading competitors (see Figure 5.5). You looked at the comparative strengths and weaknesses of your competition and your own business, with an eye towards improving your competitive position (Figures 5.3 and 5.4). This gives you the information to set realistic and attainable competitive objectives for the next year. Figure 5.6: Competitive Objectives summarizes these goals. You will refer back to Figure 5.6 in your marketing plan.
CHAPTER SIX
PRICE SETTING
hree of the most important (and difficult to establish) pieces of your marketing plan are price (how to set prices to maximize profits and achieve other goals), location (where you do businessincluding distribution patterns), and sales practices (how you sell your products). Within limits, these are fixed. Prices are somewhat determined by market conditions and competition. Where you open shop is already established, but can be changed. Distribution patterns and delivery routes depend on sales patterns and customer demand. Sales practices are perhaps the hardest patterns to change, and cause the most problems. However, you do have some latitude in each of these areas. You dont have to play follow-the-leader, or put up with an inadequate location or inept sales practices. You can change them to your benefit and competitive advantage.
Sales practices
are perhaps the hardest patterns to change, and cause the most problems.
QUESTION
How do you establish prices?
19
The dilemma is whether to aim for high volume/low prices (the Wal-Mart route) or low volume/high prices ( la Tiffanys). Wal-Marts enormous purchasing power, backed by its innovative distribution system, makes them the premier low-cost leader in retail. A few other big box category killers have set the pace in narrower fields following Wal-Marts model. Office Max and Staples are hard to beat. Home Depot, Wal-Marts cousin, Sams Club, and a few other warehouse clubs are successful, while smaller regional discounters have fallen by the side of the road. There can only be
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72
All pricing
policies are competitive.
one low-cost supplier in any field, and its a particularly tough role to maintain since the low-cost position is so obvious. Price setting is complicated by the way your markets react to price changes. Sensitivity to price changes is called price elasticity. Does a small price rise lead to a large drop in unit sales (price is elastic), or does a big price rise lead to a negligible drop in unit sales (price is inelastic)? Price elasticity studies are frequently available through industry or trade associations. If your trade association doesnt have such studies, try sampling small segments of your markets. Your local college may be able to conduct an elasticity study for you, which has the additional benefit of shielding you from customers who may be highly price sensitive. Students conducting surveys can get more information than your business in these sensitive areas. All pricing policies are competitive. Knowing how sensitive your target markets are to price changes puts you at an advantage over firms who follow a reactive pricing policy, but there are many other factors to keep in mind. To set your pricing policy, follow a five step process.
1. Define your pricing objectives.

Tie these to your overall marketing and business goals (see Figures 2.3 and 2.5). Some common pricing objectives include maintaining or building market share, maximizing profits or return on investment, meeting competition,
PRICING STRATEGIES
A convenient way to look at pricing strategies is to use the quality/price matrix. Low Quality Low price High price Economy Skim the cream High Quality Market penetration Premium pricing
Premium pricing is exemplified by Rolls Royce. The customer is willing to pay what is acknowledged to be a premium price in exchange for a superior product and attendant status benefits. Economy pricing is often seen in commodities; the house brands of cereals and other grocery staples are an example. Perceived quality is secondary to the savings. Market penetrationthink of loss leaderssets a low price to gain market share rapidly. Who can resist a bargain? Skimming is the opposite of market penetration. Here the price is set high at first to maximize profits while the product is unique or competitively advantaged.
Chapter Six / Price Setting
73
PRICING FACTORS
Price = Image + Service + Product + Overhead + Profit + Risk The following factors influence pricing policies: Perceived value to customer. (Perceived value to customers involves the product plus intangibles such as service, quality, and specialized expertise.) Price sensitivity (elasticity). Quality. High quality and higher prices often go together. Product differentiation. High differentiation and high prices; low differentiation (commodity products) and low prices, often go together. Competition. Competitive markets and price chopping as a market share strategy go together. Service. The more service you provide, the higher the price you can charge. A fully assembled, carefully chosen bicycle from a cycle shop costs more than the same bike, disassembled, from an outlet store. Location. Stores on Rodeo Drive command higher prices than stores in the local strip mall. Target markets. Some markets buy on price. A low price can scare people off (The price is so low whats wrong with this ?) or be an excellent marketing tool. Know your markets. Marketing objectives. Are you looking for market share? Profits? New markets? Your objectives must be reflected in your price strategies. Your business costs. Your pricing has to reflect your business, not someone elses.
introducing new products, and increasing sales. Or objectives can include all of these. Make your pricing objectives explicit. Figure 6.1 helps structure your objectives. Fill it in for each major product line or service. Your aim here is to establish a pricing policy, not to set prices on every single little item you might sell.
2. Establish price ranges.

This is complicated, so call in your accountant or financial advisors. Three questions to raise when setting price ranges are: What is your breakeven point? (See Figure 6.2.) This establishes the low end of the acceptable range. You must at least meet your expenses (break even) before you can make a profit. Can you reach your breakeven point given sales forecasts and current prices? How far can you exceed it? What are your profit goals? If you cant reach the profit goals given unit sales forecasts and acceptable prices, rethink your strategies, or market more aggressively. See Figures 2.5 and 3.9. How do your target markets perceive your products/services? This includes questions of price elasticity as well as product differentiation. Oddly
Make your
pricing objectives explicit.
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By: ________________________________________________
Date: ________________________________
MAS Product or service: ____________________________________________________________________________

My Pricing Objectives 1. 2. 3. 4. 5. FIGURE 6.1Pricing What Objective Will Accomplish Time Frame for Reaching Objective
remain competitive
profits and market share
keep on doing as weve been doing
Objectives
enough, the small business scourge lack of courage in pricing often stems from not knowing how the market perceives the value of products and services. Dont guess here. Use surveys, questionnaires, market research, and trade studies. Knowledge beats guesswork every time. This piece of knowledge helps you establish the upper limit of your price range. Sometimes this is called what the market will bear. Breakeven analysis pinpoints where revenue equals total costs. To calculate your breakeven point, take your most current income statement and
LACK OF COURAGE IN PRICING

This is an especially important consideration for small businesses trying to sell services to other businesses. Some years ago my company was trying to persuade Chase Manhattan Bank in New York to subscribe to our small business management newsletter, Common Sense. We offered what we thought was quite a bargain: reprint rights to 12 issues a year for $1,200. We got nowhere. Frustrated, I was complaining about this problem to Jim Howard, the founder of Country Business Services in Vermont (a leading business brokerage). Go back to see them again, Jim bellowed. Tell them the price has gone up to $12,000 a year. I protested. Lack of courage in pricing, Jim roared, now in full spate. Thats your problem. Raise your price. Youll see. He was right. The vice president we dealt with wasnt a bit shocked. Instead, as he reached for his pen, he told me, You finally value your products. Think about it. If you dont put a premium on your time and effort, why should the market buy at any price?
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identify each cost as either fixed or variable. Fixed costs are independent of sales level, while variable costs rise and fall with sales. Mixed costs involve elements of both. Most costs will fall readily into fixed or variable. For those that dont, allocate 50 percent to fixed costs, 50 percent to variable. Fixed Expenses Salaries Payroll tax Benefits Utilities Licenses and fees Insurance Advertising Legal and accounting Depreciation Interest Maintenance and cleaning Variable Expenses Sales commissions Sales tax Boxes, paper, etc. Travel Freight Overtime Bad debt Mixed Telephone Postage
Fixed costs are

independent of sales level, while variable costs rise and fall with sales.
Figure 6.3: Price Range Guidelines is useful in at least two ways. First, it gathers a lot of information together in one placewhich makes it easier for you to use the information in making pricing decisions. Second, the form helps you look at the forces that drive your pricing policies. You will have to adapt this for a service business (such as the one in the example). Inventory turn rates (see numbers 3 and 4) need some explanation. They directly affect your profitability. All things being equal, higher turn rates permit lower prices, while lower turn rates go with higher priced items. A grocery turns its produce at least 52 times a year; a jewelry store might profitably have less than one turn a year. Since turn rates have such a strong impact on how you run your business, keep up with trade information and check with your accountant.
The breakeven formula is: BE = F/(S-V) where BE = breakeven sales in dollars F S V = fixed costs in dollars = sales expressed as 100% = variable costs as a percentage of sales.
If F = $10,000, S = 100%, and V = 50%, Then BE = ($10,000/50%) = $20,000. In other words, costs will exceed revenue until you have sold $20,000 worth of goods.
FIGURE 6.2Breakeven
Analysis
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GL 2/12/03 By: ______________________________________________________________ Date: ____________________ All accounting services Product/service: ______________________________________________________________________________ 60/hr 125/hr Price range: $ ___________ to $ ___________
1. Price floor: (a) Markon (gross margin) is ______% of retail price. (b) Manufacturers Suggested Price is $ ____________. (c) Fixed costs are $ ________. Variable costs are $ _________ or _______ percent of sales. (d) Breakeven is $ _____________. 2. Special considerations for this products price are: Something to think about: Our x service perception of value is raised! status x quality loss leader demand product life overhead downtime competition market penetration costs other (specify): 3. Turnover rate is ________ times per year.
fees can be higher if clients
not applicable not applicable
4. Industry turn average is _________ times per year. 5. Going rate is _________________________________. $50 to $100/hr. 6. I estimate _________ units will be sold.
not applicable
31 75/hr. will cover my fixed costs. 7. _____________ (number of units) at $ ________

8. Top price possible is $ ____ . (This estimate is based on the customers perception of value.) Comments __________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
hours/week
FIGURE 6.3Price
Range Guidelines
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In Going Rate (number 5) note what your competitors are charging. This is vital information for service businesses where lack of courage in pricing often leads to undercharging for services. Whenever possible, aim for the top price (see number 8.) You can always back downbut raising a published rate presents special selling problems.
3. Define competitive pricing strategy.

See Figure 6.4 for some ideas. Since all pricing strategies are competitive, a major factor in your choice will be what the other guys are doing. This doesnt mean you want to follow them. It does mean you want to know what they are doing so you can defeat them in the marketplace.
4. Consider the impact of product lines, inventory costs, and selling costs.
Sometimes you have to flesh out a product line to meet other competitive pressures and rather than carry the product forever, you decide to turn it over even at a loss. Inventory costs are a hidden burden on many retail businesses (ask your accountant) and can drive up your short-term borrowing needs. Some businesses find that sales costs are the dominant pricing factor. Think of life insurance sales, where everyone from the insurance agent on up gets a commission. The premium is based on a minimal product cost, plus a substantial administrative cost, plus a staggering sales cost. Keep your costs in mind when setting prices. Your price strategies have to reflect your businesss cost structures and profit goals, not someone elses.
Since all pricing

strategies are competitive, a major factor in your choice will be what the other guys are doing.
5. Choose a flexible pricing strategy.

Every industry has its own favorite pricing strategy, and you should use your industry pattern as a guide. The main methods are: Suggested or going rate. This is the least defensible method, since it removes your business from the pricing decision. This is far and away the most common method: It is simple. It takes no work. It also is almost totally ineffective. Full cost pricing. Full-costing may be appropriate if you can identify all your operating costs, then distribute them over merchandise costs, add a preset profit, and crank out the prices. One weakness of this method is that the merchandise has to be sold, and in sufficient quantities to push you past the breakeven point. Another more glaring weakness is that full-cost pricing presupposes that your accounting system is able to capture all the costs and make accurate forecasts.
78
Consider setting prices above your competitors prices if your market is not sensitive to price changes market consists mainly of growing commercial customers product is an integral part of an established system reputation for status, service, and other positive perceptions in the market increases your products perceived value customers can easily build your price into their selling price product is only a tiny percentage of your customers total costs
Yes
No
some price sensitivity x
yes? x
not sure
Consider setting your prices just below your competition if
Yes
No
your market is very sensitive to price changes youre attempting to enter a new market your customers need to reorder parts or supplies your business is small enough that a lower price wont threaten your larger competitors and start a price war you have the option of economical production runs which decrease your unit cost you have not reached full production capacity
somewhat x x
n/a x
FIGURE 6.4Price
Setting Thoughts
79
Estimating demand
1. Which products/services do customers shop around for? ______________________________________ 2. Which products/services are in greater demand even at higher prices? __________________________ ________________________________________________________________________________________ 3. Are certain products/services in greater demand at one time of the year than another? If so, which? And what is the duration of the demand? ________________________________________________________ 4. Do your customers expect a certain price range? ______________________________________________ 5. What is the balance between price and quality in your market? __________________________________ ________________________________________________________________________________________
The competition
1. What are your competitors pricing strategies? ______________________________________________ 2. Are your prices based on an average gross margin consistent with your competitions? ____________ ________________________________________________________________________________________ 3. Is your policy to sell consistently at a higher price, lower price, or the same price as your competitors? Why? __________________________________________________________________________________ 4. How do competitors respond to your prices? ________________________________________________ ________________________________________________________________________________________
Pricing and market share

1. What is your present market share? ________________________________________________________ 2. What are your market share goals? To increase share? Maintain share? __________________________ ________________________________________________________________________________________ 3. What effect will price changes have on your market share? ____________________________________ 4. Is your production capacity consistent with your market share goals? ____________________________ ________________________________________________________________________________________
Strategy
1. Have you determined how pricing affects your sales/volume goals? ______________________________ ________________________________________________________________________________________ 2. How can pricing help you gain new business? ________________________________________________ ________________________________________________________________________________________ 3. Have you tested the impact of price strategies on your markets? ________________________________ 4. Are your strategies in line with broader economic trends? ______________________________________
Policies
1. How does the nature of your products/services affect their price? ______________________________ ________________________________________________________________________________________ 2. How does your method of distribution affect price? ____________________________________________ 3. Do your promotional policies affect prices? __________________________________________________
FIGURE 6.5Pricing
Checklist
80
Whatever you
do, dont slap a price on your products and refuse to change it when conditions change.
The advantage is that full-cost pricing makes pricing simple. It is most helpful as a guideline, and can help narrow the price ranges set earlier. Gross margin. This can be figured either as a markup (adding a percentage of wholesale cost to your base cost) or as a markon (percent of the retail price represented by the gross margin). This method takes operating costs and market factors into account, but is only as good as your ability to meet projected sales levels. The big advantage is that gross-margin pricing helps set uniform price floors. You can then change prices to reflect market conditions, the markets sensitivity to prices, competition, and so on. Flexible markups. This is less rigid than full-costing, and is particularly helpful during periods of fluctuating prices. It demands that you have information about your markets sensitivity to price changes. The main weakness of this approach is that it is all too easy to pursue sales at the expense of profit. While you dont want to hold on to inventory too long, you dont want to give it away either. This is a problem all merchants have to grapple with. The best method of all is to combine the strengths of these four methods. Set firm price ranges for each product/service or product/service line, keep an eye open for competitive moves, and check constantly to ensure that your prices serve your profit and other marketing objectives. Whatever you do, dont slap a price on your products and refuse to change it when conditions change. Rigidity is as great a danger as being totally reactive to every market whim. Try to ascertain factual answers to the questions in Figure 6.5 when you set pricing policies.
Summary for Chapter Six

Pricing objectives are set, and a pricing policy that serves the sales, profit, and marketing goals of your company has been considered.
CHAPTER SEVEN
LOCATION AND SALES PRACTICES
he traditional 4 Ps of marketing are product, price, promotion, and place. Place includes location, distribution, and all intermediary channels between you and the end user. Location is straightforward. Where is your business located? If you have branch offices, where are they? Distribution is a bit more complicated. You have to make a decision whether to sell directly to the consumer or go through a wholesaler or other intermediary, and then make decisions about those intermediaries (agents, retailers, or wholesalers). A graphic artist might choose to work directly with an authorno intermediary involvedor for a publisher, who is an intermediary between the graphic artist and the author. A sunglass manufacturer might choose to sell direct, or through a retail chain, an agent, or wholesalers, or use a new channel like the Internet. Each channel has its appeal. While a direct channel allows you more control it also involves you in the physical distribution of product, which may not be the best way to invest time and money. Many intermediaries are powerful sales engines, very knowledgeable about their markets, and well-staffed to serve them. Allying with them might be a shrewd move. Some retailers, notably Wal-Mart, have added a high degree of sophistication to distribution. Wal-Marts regional hubs, linked to their stores by the latest in electronic communications, make it possible to keep inventories lean and fresh. This gives Wal-Mart a price edge as well as an inventory edge. They can turn their merchandise rapidly (a function of lean inventories) and at the same time use their enormous purchasing power to drive down supplier prices.
Many intermediaries are powerful sales engines, very knowledgeable about their markets, and well-staffed to serve them.
81
82
QUESTION
How does your location affect you?
20
If you can identify

the advantages and disadvantages of your location, you can do something about them.
According to Small Business Administration studies, the most common reason to pick a new business site is noticed vacancy. Since the three most important factors in retail business are location, location, and location, it is no surprise that many small businesses never reach their potential. If you are already in business, you still have to keep track of your trading area. Maybe youre considering a move to a new location, or building a branch office. New roads are constructed. Populations shift, zoning ordinances are altered, competitors come and go. If you can identify the advantages and disadvantages of your location, you can do something about them. How do you evaluate the strengths and weaknesses of your location (actual or proposed)? While some businesses dont have to worry much about location, most do. If location is important to you, get answers to the following questions: What is the traffic flow at the site? Exposure to pedestrian and vehicle traffic will affect sales and advertising. See Figure 7.1 for some ideas. What are the other stores or offices in the area? Complementary businesses help. Its no accident that there are clusters of stores in almost every city. Automobile alleys, fast food restaurants, and department stores are three such clusters. Shopping malls are ideal for some businesses; others prefer stand-alone sites. Every major hospital is surrounded by health-industry related small businesses: doctors offices, pharmacies, nursing homes and so forth.
You need two traffic counts, one for pedestrians and one for vehicular traffic. You should find out how many people pass by during your business hours; when they pass by; who these people are; where they are from; what their shopping plans might be; how many are logical prospects for your products or services; if there are seasonal or other predictable fluctuations; where they currently buy your kind of products or services. These pieces of information help you to evaluate your site. Your advertising and other promotional programs also need this information.
FIGURE 7.1Traffic
Counts
Chapter Seven / Location and Sales Practices
83
GL By: ____________________________________________________________
2/15/03 Date: ______________________
Not too muchour business is generated by word 1. How does the site affect your business? ______________________________________________________ of mouth and ads. ________________________________________________________________________________________ Its OKsuccessful and 2. How does the appearance of the building affect your business? __________________________________
________________________________________________________________________________________ professional looking; not too plush.
doesnt hurt. 3. Does the stores or offices appearance complement your businesss image? It ______________________
________________________________________________________________________________________
Our office is easy to find. 4. Do you (or can you) use the location to your best advantage? How? ______________________________
________________________________________________________________________________________
Not yet 5. Should you move or consider moving? Why? __________________________________________________

________________________________________________________________________________________
and 6. Is the neighborhood changing? If so, how? How will it affect your business? Yesbusinesses ______________________
________________________________________________________________________________________ the local economy are growing.
Moderate 7. Is the site high- or low-rent? ________________________________________________________________

________________________________________________________________________________________
Yes 8. Is the rent competitive for the area? __________________________________________________________

________________________________________________________________________________________ 9. If your site is low-rent, how will you attract customers? __________________________________________ ________________________________________________________________________________________ 10. Is the location good from a competitive viewpoint?
Its OKmaybe we should think about ____________________________________________ not applicable ______________________________________________
moving downtown? ________________________________________________________________________________________

11. Is the traffic sufficient for your sales objectives? ________________________________________________________________________________________
not applicable 12. Will neighboring stores help draw customers? ________________________________________________
________________________________________________________________________________________
Yes 13. Is parking adequate? Would paying for customer parking make sense? ____________________________
________________________________________________________________________________________
not applicable 14. Can you develop additional traffic? How? ____________________________________________________
________________________________________________________________________________________ 15. What disadvantages does the site have? How will you overcome them?
None __________________________
________________________________________________________________________________________
It is adequate for now. 16. Is this the best site available for your business? If no, why not? __________________________________
________________________________________________________________________________________ FIGURE 7.2Site
Evaluation
84
MORE KMART WOES

Kmarts older stores feel out of date to todays shoppers. They dont appeal to the would-be upscale consumer. Many of Kmarts locations present truck access problems. Wal-Marts distribution model utilizes regional hubs to constantly dispatch trucks full of in-demand merchandise, thus securing economies of scale keeping costs down with fresh merchandise always available. But trucks cant get to all Kmart stores in such timely ways. So the product selection suffers from location too.
It doesnt matter
what the traffic count is if people cant find close, adequate, and safe parking.
Unless you have very good reasons to do otherwise, find out where businesses similar to yours tend to be located and join the trend. Trade associations, industry publications, and your own observations can help here. Transitional areas pose a special opportunity and challenge. In many cities, for example, the downtown areas are coming back after years of blight. Ask the local realtors, chamber of commerce, bankers, city officials, and regional planners whats happening. They all will have good ideas and suggestions for you to evaluate and perhaps act on. Hows the parking? Is the site easily accessible? Safe? Convenient? Unless you have a downtown location where parking is of no concern, this is a big question. It doesnt matter what the traffic count is if people cant find close, adequate, and safe parking. What are the costs involved? Rent = Space Costs + Advertising. A poor location will compel you to spend more on advertising, while a great location allows you to spend less. As examples, shopping center rents are high, but the traffic flow in a good one justifies the cost. A low rent, while appealing, will be offset by increased advertising costs. The totals may be the same.
QUESTION
What are your sales practices?
21
Dont assume that your current method is the only way you can move your products or services. Examining and improving selling methods is part of your marketing plan. How are you currently selling your products?For example, a medical service might be sold solely by referral from a local hospital or by word of mouthor through more assertive methods. Most stores rely on location, plus a minimum amount of advertising in local media.
85
You might be able to add sales by adding direct mail, using sales representatives, or direct, belly-to-belly selling. What changes might result in more sales? Are you cross-selling to your current customers, or merely taking orders? What are your competitors selling practices?If they are adding salespeople, or changing their advertising strategies, or moving to a new location, better take note. How do they get new customers and retain old ones? Shop the competition, either in person or by using a consultant who will provide a detailed analysis of their sales methods. While youre at it, have your own business shopped. Close to 75 percent of lost customers complain of rude, discourteous, or poorly informed salespersonsand the irate customer complains to an average of 11 other people. Thats powerful negative word-of-mouth.
hop the competition, either in person or by using a consultant who will provide a detailed analysis of their sales methods.
GL By: ______________________________________________________________
2/15/03 Date: ____________________
S, B & R Competitor: __________________________________________________________________________________ Portsmouth Location: ____________________________________________________________________________________

Rate 1 (poor) to 5 (excellent) 1. Appearance and design of store 2. Employees characteristics A. Telephone manners B. Courtesy C. Helpfulness D. Appearance E. Product knowledge F. Ability to handle complaints G. Ability to cross-sell 3. Availability of products 4. Convenience of location 5. Added services (delivery, etc.) 6. Other (specify): Rating Comments
Theyve been around for a long time, and they are well-known. Also, they have a very good location.
4 4 4 5 4 3 4 4 5 4
FIGURE 7.3Shopping
Competition (Including Yourself)
86
By: ________________________________________________ GL Product or Service: My Pricing Objectives 1. of 2. 3. 4. 5. 6.
Date: ________________________________ 2/15/03
Explanation of clients financial statements __________________________________________________________________________

What Objective Will Accomplish Time Frame for Reaching Objective
To charge an average $200-$300 per month
A door opener for more business
Right now
FIGURE 7.4Pricing
Objectives
By: ________________________________________________ GL Product or Service: My Pricing Objectives 1. 2. 3. 4. 5. 6.
Date: ________________________________ 2/15/03
All accounting services __________________________________________________________________________

What Objective Will Accomplish Time Frame for Reaching Objective
Focus on the auto industry Develop local market Attend sales training program
Make us experts for that trade; well get referrals too Save us time on the highway Improve our skills
1 year Right now 6 months
FIGURE 7.5Sales
Practice Objectives
87
AFTER SALES SERVICE ANECDOTE

One recent evening a telephone sales representative from Sears called my wife and asked, Have you bought any major problems from us lately? After we finished laughing we agreed he probably had meant product or appliance, not problem. I have a Craftsman radial arm saw that I dote on, plus a gaggle of other power tools. We have a Kenmore dishwasher, refrigerator, and clothes dryer. None of these is on a service contract because I like to try to fix things if they stop workinga questionable economy but one that affords me considerable pleasure. This wasnt the first time we had been offered a service contract. Weve always said no. Weve filled in and returned forms saying no thanks, told sales clerks no thanks, told other phone solicitors no thanks. Sears doesnt seem to listen. Ive bought Craftsman tools because I know if they break I can easily replace them, sometimes at no cost. Besides, I think they make durable tools that are a good value for the money. We have purchased major appliances from Sears for the same reasonsthey are durable and a good value for the money. If they break and I cant fix them, the Sears repairman comes and even if the appliance is nearly 30 years old (this actually happened), he can fix it, inexpensively. What does this have to do with customer service? Everything. Consider: The salesman was poorly trained. Sears doesnt understand that we just arent interested in buying service contracts. They tarnished their valuable assetour perception that Sears products are durable, easily and economically repairableby implying that we need a service contract because their products will need expensive repair. Why else would we need to buy insurance?
What follow-up do you have after the sale?Your best prospects are your current customers. If you dont provide adequate service after the sale, that customer will end up buying from your competition. Our ancient Maytag washing machine began to emit strange rumblings and squeals. My wife called the repairman who arrived with the requisite belts and fixed the machine the same day. Thats great after-sale service. If you never have repeat customers as part of your marketing strategy, fine. But for 99 percent of businesses, repeat sales are vitally important (and frequently overlooked in the scramble for new customers). Since you buy customers with your advertising and promotion efforts as well as your products and services, it makes sense to hang onto them as long as possible. How should you follow up? Direct mail is excellent and can be lowcost. Phone calls are good. Maintain a service desk or a call-in number. Set a strong return policy favorable to the customer. Follow-up differentiates your business from all the others. Satisfied customers talk. So do dissatisfied customers. Think of the effort Sears puts into its service department. Think of how a good auto dealer provides after-sales service, or how L.L. Bean and Nordstroms handle customer returns.
Your best
prospects are your current customers.
88
What kind of sales training do you provide?Salespeople arent born knowing how to sell, and while you may be able to impart all the product knowledge they need, sales training is a highly specialized field. If you dont provide sales training, why not? If its on the grounds that sales training is something like advertising, an expense youd rather not incur, you can count on being swamped by your competitors. You can find excellent sales training workshops through the Small Business Administrations SCORE and SBDC programs, at local colleges, or by asking your chamber of commerce. Sales training is as good an investment as you can make in your businesss future. It has a fast payback, improves morale, and puts money in your pocket. What more could you ask for? Figure 7.4 is a repeat of Figure 6.1. This is deliberate. As you examine and re-examine your pricing objectives you will also be thinking strategically: What are you trying to accomplish? Does it make sense given your resources and situation? How will your pricing policies affect your markets?
Summary for Chapter Seven

Your location has been analyzed (see Figure 7.2). Sales practicesincluding traininghave been examined, and your competitors shopped to ascertain their sales strengths and weaknesses (see Figure 7.3).
CHAPTER EIGHT
STRENGTHS AND WEAKNESSES
our marketing strategy has to reflect the strengths and weaknesses of your business. This includes the competitive strengths and weaknesses noted in Chapter Four. In a successful business, all important parts of running the business are covered adequately if not necessarily brilliantly. No major area can be left unattended. A management audit (see Figures 8.1 and 8.2) helps you gauge the quality of your management, spot areas where improvement is needed, and make sure that there are no glaring omissions to trip you up. Your aim is to establish the right balance for your business. Your business is an assembly of systems, each of which has to work well for the whole business to be profitable. The audit helps make sure that your business has all its necessary parts, that they are all working together towards the same goals, and that the goals are suitable for the resources of your business. Further, all parts should be of the right size. Letting one part outgrow the rest leads to an imbalanced allocation of resources. As you conduct your management audit, which should take only an hour or so to complete, keep balance in mind. Any item that is checked no warrants your immediate attention because it flags a weakness in your business. While a yes answer affirms that the area in question is at least covered, there could still be room for improvement. You may want to go over Figure 7.1 again looking for yes areas that you can improve on. Remember: build on strengths, shore up weaknesses. Figure 8.1 covers general internal operations. Section 1, Sales and Marketing, has the most direct bearing on your marketing plans.
Your aim is to
establish the right balance for your business.
89
90
By: ______________________________________________________ GL
Date:
__________________________ 2/19/03
Based upon your analysis of the business, the operation is being run satisfactorily in the area of: Yes I. Sales and Marketing A. Pricing Are prices in line with current industry practice? Is your pricing policy based on your cost structure? Have you conducted price sensitivity studies? B. Market research Have you identified target markets? Do you segment your markets? Have you identified customer wants/needs? Do you know how your markets perceive your products? Has your business taken advantage of market potential? Has the competition been analyzed? C. Personal selling Do you know what your sales practices are? Does personal style influence your sales practices? D. Customer service Is customer service a priority? Do you solicit customer feedback? Is there a rational balance between serving your customers needs and good business practice? E. Advertising and public relations Do you select media for measurable results? Is your advertising consistent? Does your advertising budget make sense in terms of the level of business and its anticipated, planned growth? F. Sales management Are salespersons and outside agents properly directed in their duties? Do you establish individual sales goals? Do you provide adequate sales support? Are your salespersons trained? G. Market planning Do you have a marketing budget? Do you have a market plan? Has your business taken advantage of market opportunities? No
x x x x (some) x x x x x x x x x x (most of the time) x (not always) x x x x x x x x x
FIGURE 8.1Management
Audit
Chapter Eight / Strengths and Weaknesses
91
Yes II. Business Operations A. Purchasing Are reputable, competitive vendors used? Do you have a purchasing program? B. Inventory control Do you know your inventory turn? Is slow-moving stock managed? Have you established rational reordering policies? C. Scheduling Do goods and materials move through the business without tie-ups and problems? Do you know how long each job should take? D. Quality control Are inferior incoming materials returned to vendors? Are reject rates minimized? Do you have a do it right the first time policy? E. Business growth Has your business grown at least above the rate of inflation? Have you met your asset growth, sales, and profit goals? F. Site location Do you have the right business site? G. Insurance Do you have an annual insurance review? Are the proper risks to your business (including yourself) covered? Do you put your insurance package out to bid every year? III. Financial A. Bookkeeping and accounting Are your books adequate? Are records easy to access? Can you get information when you need it? Do you have monthly P&Ls (income statements)? Do you have annual financial statements? B. Budgeting Do you use a cash flow budget? Do you use deviation analysis monthly? Are capital equipment purchases budgeted?
No
N/A N/A
N/A
x (usually) x
x x *we didnt have goals we need them! x x x x
x x x x x x x x
Audit, continued
92
Yes C. Cost control Are cost items managed? Are high cost items treated separately? Is the budget used as the primary cost control tool? D. Raising money Have you been successful in raising capital when it was needed? E. Credit and collection Do you use credit to judiciously increase revenues? Do you know your credit and collection costs? Is your current policy successful? Do you review credit and collection policies regularly? Do you have a receivables management policy? F. Dealing with banks Is your relationship with your lead banker open and friendly? Do you use more than one bank? G. Cost of money Do you compare the cost of money (interest, points) with your profit ratios? Are interest rates and loan conditions appropriate? H. Specific tools: Do you know and use: 1) Break-even analysis? 2) Cash flow projections and analysis? 3) Monthly P&Ls (income statements)? 4) Balance sheets? 5) Ratio analysis? 6) Industry operating ratios? 7) Tax planning? IV. Personnel A. Hiring Has the right mix of people been hired? Do you hire from a pool of qualified applicants? Do you maintain a file of qualified applicants? B. Training Are your employees suitably trained for their jobs? C. Motivating people Do your employees appear to enjoy what they are doing?
No
x x x x x x x x x
x x x x x x x x x x
x x x x x (not all the time)
Audit, continued
93
Yes D. Enforcing policies Does there seem to be logic and order to what goes on in the business? Are reviews and evaluations performed on schedule? E. Communicating Are people informed and brought in on decisions? Do you create opportunities for employees to set their own goals? V. Administrative Management A. Record keeping Are records of past transactions and events easy to find? Are records retained for at least the minimum legal time period? Is access to personnel files limited? B. Problem solving Are there few unresolved problems? C. Decision making Are you decisive? Is there a decision process (chain of command)? D. Government regulations Are you aware of local, state, and federal regulations that affect your business? E. Leadership Do you actually take charge of the business and its employees? F. Developing subordinates If you were to die or be suddenly disabled, is there a ready successor? G. Business law Do you have a working knowledge of applicable business law: contracts, agency, Uniform Commercial Code, etc.? Do you know how current contracts and other legal obligations affect your business? H. Dealing with professionals Do you have and use an accountant, attorney, business consultant? Do you use outside advisors? x x
No
x x x x
x x x x
x x
x x
Audit, continued
94
However, if all of the other systems arent in balance your plans wont workso the more general operational review has to be taken very seriously. The next form, Figure 8.2: Good Management Scorecard is a way for you to find out your own strengths. It will also help you identify those areas where you can improve your performance. If you have unbalanced
Yes I. We operate with a complete and up-to-date business plan which includes: A. One and three year projections B. A capital budget II. We operate with an annual marketing plan which includes: A. Precise sales and profit goals and timetables B. Strategies and tactics for the next three years C. Budgets, forecasts, and benchmarks D. A tentative sales plan Our marketing plan also includes: E. The demographics of our target markets F. A thoughtful definition of the markets we serve G. A definition of the needs/wants our products and services fill H. An analysis of the growth potential of our markets I. A competitive analysis J. A definition of our Unique Selling Proposition K. Projections for other products or services that could be developed L. Timetables for research and development III. We use monthly budgets and statements which include: A. Thorough and up-to-date records B. Cash flow budget C. P&L (income) statement D. Balance sheet E. Deviation analysis F. Ratio analysis G. Standard cost comparisons H. Cash reconciliation IV. We have developed an information base that allows us to: A. Keep track of new developments in the industry B. Obtain and study key trade information C. Understand what state of the art means in this business D. Provide customers with the best available information pertaining to our products and services E. Keep all our employees adequately informed
No
x x x x x x x x x x x x x x x x x x x x x x x x x x x
FIGURE 8.2Good
Management Scorecard
95
Yes V. Im certain that the business is properly capitalized since I: A. Base capitalization on worst-case planning B. Have emergency funds (or access to them) C. Have discussed this with our commercial banker VI. I understand the value of the business because Ive made use of: A. Professional appraisers B. Present value methods to evaluate terms C. Professional tax planning counsel D. Accurate, timely financial information VII. We strive to improve production, quality and operations by: A. Keeping the plant in top condition B. Maintaining safe conditions C. Establishing high standards D. Standing behind our products and services E. Not tolerating shoddy performance F. Working for consistency G. Using our companys look as a statement to our markets VIII. Personnel decisions are based on humane, carefully considered policies which include: A. Checklists to make sure objectives are clear B. Communication, to make sure objectives are understood C. Written job descriptions D. Regular progress and performance evaluations E. Fair hiring practices F. Fair wage scales IX. As for my own personal/managerial skills, I work hard to: A. Develop my problem-solving abilities B. Always stay calm C. Be objective D. Avoid investments in my own ego E. Listen to my employees F. Plan changes in our course to minimize negative effects G. Make decisions promptly H. Always get the facts behind problems I. Accept my own limitations J. Delegate tasks that can be done more efficiently by someone else K. Analyze all available options L. Develop my reading/study habits M. Improve my skills N. Consider and evaluate risks O. Be positive with customers, employees, associates FIGURE 8.2Good
No
x x x x x x x x x x x x x x
x x x x x x x x x x x x x x x x x x x x x
Management Scorecard, continued
96
QUESTIONS TO ANSWER
Which products/services are most important for your customers? Which products/services are least important for your customers? What important proposals or bids have you won this year? Why did you win them? What important bids or proposals have you lost this year? Why did you lose them? What aspects of your advertising and public relations have been the most successful this past year? What aspects were the least successful? Which target markets or customer groups created the most sales for your business? Which created the most profits? Which target markets or customer groups created the fewest sales? The least profits? What additional goods or services will you need to remain competitive in the future? What did your business do best this year? What were your greatest triumphs? What were your greatest disappointments or failures?
A weakness
identified is a problem half-resolved.
skills, you may wish to balance them by taking a course, hiring the right skills, or delegating those areas where you are uncomfortable to someone already working with you. Once more, no answers are red flags. Yes answers indicate acceptable levels, but may offer ideas for improved performance. The next step is to relate your findings directly to your marketing plans. No answers to any item in Figure 8.1 or 8.2 present areas where you have a golden opportunity to improve your businesss performance. A weakness identified is a problem half-resolved. Those yes answers that identify areas of particular strength should also be noted; they are strengths to build on. Your search for strengths and weaknesses goes further. External opportunities or threats also have to be identified. You did this in a rough and ready way in Chapter One, Figure 1.4. Check your earlier list, and then fill out Figure 8.3. It may have the same items, but probably will not. Figures 8.3, 8.4, 8.5, and 8.6 hark back to your initial SWOT analysis in Chapter One. If there have been no changes, beware!
QUESTION
What are your businesss strengths?
22
Internal strengths are under your control. The strengths (and weaknesses) indicated in Figures 8.1, 8.2, and 8.3 can be augmented by your colleagues and employees. Your perception of what goes on may not be shared by
97
Opportunities
Threats
upgrade current customers
Prospect
motorcycle dealers, RV dealers, as well as other auto dealers

Competition
deepens our market penetration; easier to sell as referral; very similar markets
Technology
Political climate
Legal
FIGURE 8.3External
Analysis: Opportunities and Threats Revisited
others. They may have a different feel for internal strengths and weaknesses than you do, and will almost certainly have different notions about the opportunities and threats posed by the external environments affecting your business. Get their input. This helps you widen your perceptions and helps your employees buy into the SWOT process and the changes that a SWOT analysis may lead to. Strengths may be things like a great product, skilled personnel, super location, close relationship with an ad agency, or outstanding technology. You want to find as many of these as possible to help you more sharply define your marketing niche.
98
Opportunities
are external, and include a number of factors you have little control over.
Opportunities are external, and include a number of factors you have little control over. For instance, your competition may be feeble, or your market expanding, or the local economy booming. These opportunities tend to be temporary: no economy booms forever, markets do have limits, and weak competition opens the doors for stronger competitors. Still, you want to be aware of and carefully monitor such opportunities so you can benefit from them.
QUESTION
What are your businesss weaknesses?
23
Samples of internal weaknesses include weak, untrained, or underutilized personnel, lack of sales support materials, frequent stockouts, poor quality, and under-capitalization. While some weaknesses may have to be addressed from a company-wide point of view, some are essentially marketing problems. Do you have a marketing budget? If not, why not? Do you have sales training? Why not? Are sales support systems weak? Strengthen them. Your awareness and understanding of external threats help you handle them. Maybe you face new, aggressive competition, or the local economy is taking a nosedive, or your market is evaporating due to a new technology. You have to know what these larger forces are to intelligently respond
By: ____________________________________________________________ Our most important strengths and best opportunities are:
Date: ____________________
customer service 1. __________________________________________________________________________________________ financial management 2. __________________________________________________________________________________________ bank relations 3. __________________________________________________________________________________________ service quality 4. __________________________________________________________________________________________ presence in auto-related market 5. __________________________________________________________________________________________
Our most dangerous weaknesses and threats are:
capital 1. __________________________________________________________________________________________ market planning 2. __________________________________________________________________________________________ pricing (maybe!) 3. __________________________________________________________________________________________ advertising and PR 4. __________________________________________________________________________________________
5. __________________________________________________________________________________________ FIGURE 8.4Strengths
and Weaknesses
99
#1 Weakness or threat
capitalization invest more
Action
strong competitors specialize, niche markets (auto, RV, motorcycle)
Action
market planning Were doing it now!
Action
advertising and PR contact several local agencies
Action
Action
Action
Action
FIGURE 8.5Shore
100
#1 Strength or opportunity
customer service leverageget more referrals; improve expertise in niche markets financial management skills maintain; get deeper into auto/RV/motorcycle data
Action
Action
bank relations publicize; everyone has trouble getting financed these days service quality ? solicit testimonials presence in auto and related markets run seminar; attend trade shows; publish how-to article in trade magazine
Action
Action
Action
Action
Action
FIGURE 8.6Build
on Strengths, Seize Opportunities
101
to or preempt them. Maybe you cant control them, but you can control how your business reacts. If you predict external threats, you gain a sudden competitive advantage over the unprepared competitor. He or she gets swamped while you ride the wave. List the strengths and weaknesses, both internal and external, that come to mind on Figure 8.4. Add those discovered in Figure 8.1, 8.2, and 8.3 above. Then go out and look for more. This is an open-ended process which will become second nature. As you identify the strengths and weaknesses, opportunities and threats, ask yourself: How can I take advantage of or build on this set of circumstances? If one or more are beyond my control, how will it affect my business? How long will these advantages and disadvantages lastand how can my business take advantage of these circumstances? The next step in this process is to review Figure 8.4 and decide what to do about the most important weaknesses and threats. Since these represent significant problems, you want to focus your efforts on the most important. Now turn to the more positive side of the coin. How can you take advantage of your strengths and opportunities? Once again, limit yourself to the most importantdont try to address all opportunities and strengths as if they were equally important.
How can you

take advantage of your strengths and opportunities?
Summary for Chapter Eight

Two simple management audits have been conducted (see Figures 8.1 and 8.2) to discover internal strengths and weaknesses. In Figure 8.3 you looked at external opportunities and threats. After review, the most important strengths and weaknesses, opportunities and threats, were listed. These were then ranked in order of importance, and some of them singled out for immediate attention using Figures 8.5 and 8.6. Strengths and weaknesses help you or hinder you according to your awareness of them. If you are not reaching your sales and marketing goals, or if you think the goals should be higher, review this chapter.
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CHAPTER NINE
ADVERTISING AND PROMOTION
ith the possible exception of pricing, nothing causes more unnecessary confusion than advertising and promotion. If you have done your work so far, you will have a good feel for your marketswhat they are looking for (their whats in it for me?), what the competition offers those markets, and what the members of the market read, watch, listen to, and attend. That massive amount of information makes it possible to tailor a message to your markets that will stir them to action. First lets look at some definitions. There are six major methods of promoting a product or service. 1. Advertising is perhaps the most familiar form of promotion. We are bombarded by thousands of ads every dayin newspapers, on television and radio, on the Internet. One of the biggest problems with advertising is breaking through the clutter. We have all grown somewhat inured to advertising in self-defense. 2. Public relations, the deliberate, planned, and sustained effort to establish and maintain mutual understanding between an organization and its publics (the Institute of Public Relations definition), is closely related to advertising. Although you dont buy space for public relations, it is not inexpensive. 3. Direct mail promotions (and the closely related e-mail promotions) target a population that is expected to have an interest in buying the product or service offered. Even the smallest companies can use this method, since all it basically calls for is a database or a mailing list.
One of the
biggest problems with advertising is breaking through the clutter.
103
104
4. Sales promotions such as introductory offers, buy one get one free, coupons, and the infamous Ginzu knifes But wait! Order now and you also get go beyond the usual advertising, public relations, direct mail, and similar promotions. 5. Direct or personal selling is a form of promotion best suited to expensive products (Rolex watches, luxury cruises). Here the person-toperson effort can explain the benefits of a product or service in whatever detail the customer desires. 6. Trade shows offer another means of promotion. While you may not generate many sales at a trade show, the people you meet and the exposure of your products or services to a wide range of other companies make these events an important part of your promotional mix. The challenge all businesses face is how to put together a mix of promotions that is cost-effective, cuts through the clutter, and results in measurable sales increases. As in other aspects of business management, you will want to set goals, measure progress, and fine tune your promotional efforts as feedback indicates. There are three myths to avoid. 1. You can rely on word-of-mouth advertising. This is usually an excuse to not invest in advertising rather than a good way to gain customers. Passive word-of-mouth is always ineffective. Happy customers tell an average of 0.7 other people if they have had a positive experience with you. Unhappy customers tell 11 to 20 other people. (Word-of-mouth advertising can be made to work, but it requires discipline and a programmatic effort: Ask customers for referrals. Make it easy for them to provide brochures, flyers, samples, or whatever it takes to make your case. Then follow up.) 2. Only highly creative and clever advertising works. Not true. Clearly targeted and consistent advertising works. It does not have to be creative and clever. Some of the most effective promotions merely keep the name of a small business in the publics view: sponsoring a local team, running a consistent advertisement in the local paper, making sure to use the Yellow Pages. Nothing particularly creative or clever here, so it wont win prizes, but it works. The Super Bowl test is informative. With the exception of Apples and Budweisers advertisements, which are very memorable, what Super Bowl ads can you remember? 3. You can save money by doing your own advertising. This is a bogus economy. Ineffective advertising is expensive. Advertising that does work, that informs your markets honestly, accurately and effectively, is worth its high initial costs. Professionals can put your message together faster and make it more effective than you canespecially since you can tell them who your customers are, and what, how,
The challenge all

businesses face is how to put together a mix of promotions that is cost-effective, cuts through the clutter, and results in measurable sales increases.
Chapter Nine / Advertising and Promotion
105
GL By: ______________________________________________________
Do you: Know where new business is coming from? Keep track of referrals and thank the sources? Track advertising and direct mail responses? Spend advertising dollars in proportion to your product mix? Project a strong, consistent image in all materials, signage, stationery, and so forth? Have a professionally designed logo? Sell benefits to customers in all promotional material? Know what has worked, what has not worked, and why? Have a yearly advertising, public relations, and promotion plan? Involve your entire staff in the promotional process? Advertise to your staff as well as to your markets? Have strong relationships with media people and advertising professionals in your community? Have a qualified in-house advertising/promotional person? Assign one person to make sure your plan is implemented? Have a professionally designed facilities brochure which explains what your business is?
Date:
2/21/03 __________________________
Yes No
x x x x x x x x x x x x x x x x x x x
Follow up promotional efforts with one-on-one selling (if appropriate)? Have professional window and point-of-purchase displays? Have an appropriate Internet presence? Analyze your probable competition in connection with the direct and indirect sales promotional methods you use?
For any no or ? answer, you have another reason to use a professional advertising/public relations/promotion agency.
FIGURE 9.1Promotion
Audit
when, and why they buy from you rather than from the competition. Youve done the work, now let them do theirs. Effective advertising and promotion is built on specific information, not on hunches or hopes. The reason to perform a promotion audit (see Figure 9.1) is so you can promote your business to its markets more effectively.
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POSITIONING, PUBLICITY, AND PROMOTION

In Ogilvy on Advertising1 David Ogilvy, founder of Ogilvy and Mather, wrote that of the 32 things his advertising company had learned, the most important was positioning. Positioning is a marketing method in which you determine what market niche your business should fill, and how it should promote its products or services in light of competitive and other forces. Pick a niche in which you can become a presence. This can be as simple as locating your convenience store where there is little competition except major supermarkets, keeping hours to suit the convenience of your customers, and stocking the things they want at odd hours. Or if your local laws allow, become the only hairdresser who makes house calls. The idea is to differentiate your business from competing businesses, which means you must know what they are up to (hence the study of the competition) and who your customers are and what they want that other businesses arent providing. A market niche is much like a target market except (for most cases) a little more tightly defined in terms of how you can reach that market. Several specialty woodworkers in Boston advertise in the Boston Symphony Orchestra program and on educational television; they find this far more economical than buying space in a major daily or using network television. They zero in on their markets, using the proverbial rifle rather than a shotgun approach. Targeted promotions to targeted markets is the safest way to stretch your promotional dollars and gain market share. By this point you should be able to decide what image and message you want to project: What will make your customers and prospects think of your business when they want to buy whatever it is you sell? Since you know who your prospects are you can determine where your prospects are on the Promotional Pyramid. The notion behind the pyraActs mid is that you can move people along one step at a time. If they dont know youre in business, let them know. If they know you are in busiConvinced ness, what does it take to persuade them that you are going to be able to meet their needs? What will it take to get them to act? Comprehends Do they understand what you want to sell them, or will you have to educate them first? Locate the bulk of your customers and prospects on the Promotional Pyramid; then work with your advertising agency to move those customers and prospects along to the next level.
1Ogilvy, David. Ogilvy on Advertising. New York: Crown Publishers, 1983.
Aware of your company Unaware of your company
Your advertising and promotional efforts are adjuncts to more direct methods of selling, not substitutes. Advertising and promotion are not substitutes for selling. Advertising is what you do when you cant have a salesperson work directly with the prospect. Advertisements can make prospects aware of you, make them
107
A successful promotional campaign requires answers to these six questions: 1. Who? Who are your customers and prospects? You have already segmented your markets, so you can describe who the promotion is aimed at. See Figure 4.1 in Chapter 4.__________________________ ______________________________________________________________________________________ 2. Why? What are you trying to accomplish? Increase sales? Introduce a new product? Retain or increase market share? Create or maintain an image? See Question 25 in this chapter. __________ ______________________________________________________________________________________ 3. When? Timing in advertising is all-important. The best promotion will bomb if the timing is off. ____ ______________________________________________________________________________________ 4. What? What specific products or services are you trying to move? What is their unique selling proposition? __________________________________________________________________________________ ______________________________________________________________________________________ 5. Where? What media would be best for your campaign?______________________________________ ______________________________________________________________________________________ 6. How? Leave this one to your advertising agency. You have enough to do running your business. You have to review and approve the campaign. ________________________________________________ ______________________________________________________________________________________ The detailsthe where and howare less important than getting your message out. Your ad agency will save you a lot of time here, help you make the right choicesand make the deadlines. Many good campaigns are sabotaged by well-intentioned business owners who know a lot about their business but little about advertising and promotion. Unfortunately, everyone thinks he or she is a good copywriter and art director. Nothing could be further from the truth.
FIGURE 9.2Advertising
Base
receptive to your products and services, even stir them to call or write for more information. But they cant replace ongoing sales efforts. You have already done most of the groundwork for your advertising campaigns and other promotions. Effective creativity is based on thorough knowledge of products, target markets, and competitive conditions. Your advertising agency has to know what your objectives are, what your budget is, and when you plan to run your campaign. Now fill in the answers in Figure 9.2. Advertising and promotion have to be managed the same way you manage other parts of your business. You have to know what resources you can afford to commit to them (Question 24), and what you want to accomplish (Question 25), and form a coherent strategy that ties in with your broader business and marketing goals (Question 26). Incomplete campaigns eat up money. You might as well burn the cash and save the time; youd come out ahead. When setting up your promotional schedule, check with your advertising agency to make sure you have allotted sufficient time and money to complete your ad campaigns.
Advertising and
promotion have to be managed the same way you manage other parts of your business.
108
PROMOTION = TIME + MONEY

TIME must be set aside for the following: Task Long- and short-term market planning Strategic planning for promotions Discussion of marketing and promotional goals and objectives Discussion and evaluation of specific promotional activities and materials Implementation and scheduling Persons Key staff Key staff Agency All staff All staff You Ad agency Frequency Involved Annually Semi-annually Quarterly Before and after each campaign Monthly or as necessary
Other important time-intensive promotional efforts include development and production of materials, all public relations activities, development and purchase of mailing lists, coordination of bulk mailings, writing and mailing individual letters and proposals, telephone, mail, and personal follow-up of promotional efforts. Money must be set aside for public relations and general information materials, such as printing mailings photography community service advertising sponsorship of events donations open houses memberships (Rotary, chamber, service clubs) targeted product and service campaigns copy writing and design fees media placement costs photography, typesetting, and graphic costs printing
bulk mail (fulfillment) mailing lists studio and talent costs of radio/TV spot production advertising fees other than copy and design
QUESTION
What is your advertising and promotion budget?
24
If you dont have an advertising and promotion budget, you dont have a rational marketing plan. Advertising and promotion is a cost of doing business. Rigorously and ruthlessly suppress the urge to cut it at the first sign of sluggish sales. Build it in, like payments on plant or equipment or any other fixed
109
cost, and be prepared to increase it. An advertising campaign is like a military campaign. Attaining your objectives calls for careful allocation and concentration of your resources so you can successfully implement your strategy. You buy and maintain market share with advertising as well as with product, service, distribution, and other business efforts. When sales are off, increase advertising efforts. When sales are up, you may be able to ease off a littlerun ads less often, for example. Reducing advertising costs when business starts to slow down will only accelerate a sales slump, not save your profitability. How do you set an advertising budget? There are four common methods. 1. Percent of sales. You can get trade figures to show how others in your industry allocate their advertising dollars. Figure this on your anticipated or desired sales, and treat advertising and promotion as a fixed expense. If sales levels or goals increase, change the advertising budget. Do not cut advertising budgets in response to short-term sales slumps. This method is inflexible, and doesnt reflect the cost structures and marketing goals of your business. It does provide a good baseline. If you differ seriously from industry standards, have a good reason for that deviation and be prepared to justify that deviation to your banker. 2. Flat dollar or leftover budget. This is sometimes arrived at by adding all the other expenses and then allocating whats left to advertising. Another way is to take last years advertising expenses and increase them a set percentage or amount. This leaves your advertising unbudgeted, campaigns incomplete, and your marketing efforts gutted. Flat dollar budgeting is far and away the most popular budgeting method for small-business owners, which should provide a competitive opening for you to take advantage of. 3. Project-by-project or whim budgeting. While this approach may enrich your advertising agency, it is effectively no budget at all. It lets you reduce advertising without noticing that you are doing so. It does have great flexibility, which is a strength if used in conjunction with a budget for ongoing advertising and promotional efforts. 4. Flexible budgeting. Set a lower limit, based on experience, industry standards, and sales goals. Then be prepared to increase it, on a project basis, to take advantage of opportunities or to turn a sales slump around. Smart small-business owners use two budgets to support their promotional campaigns. The first is a percentage of sales or flat-dollar budget for ongoing advertising and promotional expenses, while
When sales are

off, increase advertising efforts.
110
These are goals some astute small-business owners have set for their advertising and promotional campaigns. This is intended as a nudge to your thinking, not as a comprehensive list of goals. Do you want to penetrate specialized markets? Which ones? What are the measures of progress (unit sales, dollar sales, benchmarks)? sell more to present customers? How? specialize in terms of product or services? Which ones? Why? change your businesss image? How? Why? To what? penetrate geographical markets more deeply? Which areas? How? create top of mind awareness? How? expand demographically? To whom? What market segments? increase sales of specific products or services? How? announce new product, new product mix, or new location? support community projects for public relations benefits? Your answers to these questions decide how you want to be perceived, whom you plan to do business with, and what you want to sell.
FIGURE 9.3Advertising/Promotion
Goals
the other is a discretionary budget (project budget) with well-defined applications and dollar limits.
QUESTION
What are your promotional and advertising objectives?
25
If you reach your advertising objectives, you should be closer to attaining your marketing objectives. Advertising is tactical rather than strategic (see Figure 10.3: Current Strategy in Chapter Ten for a more detailed explanation). Your advertising goals serve your marketing goals, not vice versa.
QUESTION
How do you promote your business?
26
If you insist on doing your own publicity, promotion, and advertising, ask yourself once more: What business am I in? If it isnt self-promotion, then
111
youd do better to rely on outside advisors to help you set and implement your advertising and promotional policies. This is a specialized field, and too important an area for amateur efforts. When you work with an advertising agent or public relations expert, the leading items on their agenda will be to determine what business you are in; what you want to accomplish with your advertising, publicity, or promotion; what you sell; whom you sell to; your sales and marketing goals; your budget; and your timetable for achieving your goals. You can simplify and streamline much of the research and groundwork that effective advertising and promotion requires. Most of the work can and should be done by you. After all, its your vision and experience and intuition that make your business special. If these seem to be familiar questions, they are. Advertising and promotional campaigns begin with your current situation, rely on the budgetary guidelines to help you reach your goals, and absolutely demand thorough knowledge of what your business is and wants to become. And as youve seen by now, these are time-consuming questions to answer. Quick answers just arent enough. You need facts, documentation, analysis, and more facts. The questions in Figure 9.6 at the end of this chapter will help focus your efforts. An advertising plan (including promotional efforts) involves eight steps. Now that you know your advertising/promotional budget and your objectives, you can set down a preliminary plan. 1. Identify long-term objectives. These are objectives a year or more out. As always, make them as precise as you can: dollar or unit sales, time frames, persons responsible for attaining them, and some indication of the resources you can allocate to achieving them. 2. Define short-term objectives and priorities. What do you want to get done next month, next week, tomorrow? 3. Assemble resources. Have your in-house information available. A sketch of your options and priorities is helpful. Have your business plan near to hand. 4. Select an advertising agency to guide you through the thickets of media selection and production scheduling. See Figure 9.7. 5. Schedule projects. This is the heart of your advertising plan, and calls for a large calendar to help establish timelines. For each advertisement or project answer the following quetions: Where will it run? What is the street date when it will appear?
You can simplify

and streamline much of the research and groundwork that effective advertising and promotion requires.
112
What size will it be? How much will it cost to prepare? What is the media cost? Important considerations to keep in mind throughout the plan are timing, repetition (you get bored with the ad before your prospects and customers are aware that its running), and reinforcement. Ads alone dont sellbut they create awareness and support your other selling efforts. You must spell out deadlines and assign responsibility to one individual (perhaps yourself) to make the most of your budget. 6. Choose media. See Figure 9.9 at the end of this chapter. 7. Specs for ads. Usually you leave this to your agency, but if you do it yourself, be sure to include the following: Purpose of the ad: What do you want to accomplish? Preferred approach: Hard sell? Soft sell? Humor? Fit the approach to your customers and your desired image. Size and frequency of ad. A creative budget. Deadlines. 8. Evaluate the results. Unevaluated advertising might give you some short-run advantages, but if you can learn from your advertising and promotional experiences, your advertising can become more effective. You can test many elements of your advertising by following traditional methods. These work; they have been well proven. Offer coupons. Offer sales of certain items. Split runs of your ad. (For example, run your ad in a national magazine only to certain geographic areas.) Track inquiries. (For example, ask people to write Department XYZ for more information.) Look for patterns of response (timing, numbers, percentages.) Keep a scrapbook of your ads and other promotional efforts. Keep one for your competitors, too. Ask your staff what they think of the ads. Ask customers what they read and watch. See Figure 9.11: TenSecond Media Quiz. To illustrate the complexity of your advertising and promotion problem, look at the promotional methods in Figure 9.4. Your promotional mix will employ several of these, plus others that arent listed. One way to address the promotional mix is to use a form such as the following to make sure your advertising and promotions are targeted, not spread out mindlessly over the entire community. The three blank boxes
Important
considerations to keep in mind throughout the plan are timing, repetition and reinforcement.
113
Promotion encompasses a wide range of activities. Some will be appropriate for your business and your markets; some will not. Paid Advertising Radio Television x Internet Print Newspapers Magazines Shoppers (free or classified ad magazines) x Yellow pages Local telephone directories Special directories (regional, seasonal, chamber of commerce) Trade or industry directories (e.g.: Thomas Register of Manufacturers) Cooperative or co-op ad support from your vendors Transportation advertisements (subways, busses) Billboards Direct Mail Letters x Newsletters Sales or product/service announcements x Flyers Postcards Special customer offers Brochures Direct response x Internet newsletter Aim Coupons Bill stuffers
at information needs of auto dealers
Public Relations News releases x Articles in magazines, journals, etc. We should Open houses x Speaking engagements Interview shows Sponsorship of community events and activities x Seminars x Workshops x Service club membership and participation Other club memberships
do more of these!
FIGURE 9.4Promotion
Smorgasbord
114
Telemarketing Inquiry handling x Direct marketing by phone Service: customer complaints, follow-up, special offers One-on-one selling Presentation materials x Personal letters x Customized proposals x Some telemarketing Sales personnel training Sales promotions x Discounts Loss leaders Coupons Buy one, get one free
We need this!
We need this, too. 1/2 hr. free consultation
Specialty advertising Matchbooks, key chains, and other novelties Calendars We could use coffee mugs Date books and phone number Facilities Site location and shared advertising Signage Window displays Point-of-purchase Fixtures and layout of store Lighting Other types of promotion Flyers Posters Handouts Blimps and balloons Sandwich boards
with our name on them.
Choosing the right promotional mix for your business calls for professional skills. Check with your advertising and/or public relations agency.
FIGURE 9.4Promotion
Smorgasbord, continued
115
Type of Promotion
Audiences Targeted Automobile RV & Heavy dealers motorcycle equipment
Target Date
Estimated Costs
Advertising: newsletter and/or magazine Advertising: radio and/or television Advertising: other Home page or other Internet presence Direct mail Newsletter Yellow pages Flyers and brochures Public relations: press releases Sponsorship Open house or other special event Specialty items (e.g., matchbooks, T-shirts) Seminars or workshops Telemarketing Other
x x x x x x x x x x x x x
x x
x x
x x
FIGURE 9.5Promotional
Summary
116
Ask and answer these questions: 1. Markets What is your market mix? What percentage of your business comes from: 15% individuals? 75% small businesses? 10% big businesses? 80% local trade? 20% regional trade? national or international trade? 2. Products/services Are your products: innovative? specialized? diversified? commodity? packaged? tailor-made or customized? (Answer how to each yes answer.) 3. Image Would you describe your business as: formal? informal? community focus? regional or national focus? aggressive? relaxed or laid-back? sophisticated? down-home? specialized? generalist?
x x maybe too diversifieda problem! x
x We cant decide 50/50
Does that description fit the way you want to be perceived, as well as the way you see yourself now? Or do you want to change your companys image? We need to create one! 4. Business strengths What special expertise, experience, and interests do you enjoy? longevity in the community? convenient location? x outstanding service reputation? other: (specify)
FIGURE 9.6Advertising/Promotional
Questions
117
5. Competition How do you stack up against your competition: market share image 6. Customer base Do you sell: many products and services to a few loyal customers? several products to a narrowly defined industry? single products to a diverse client base? Do you have a database to tell you: product mix for each customer? where their business came from? (referral, advertising, etc.) basic demographics of your markets?
Low penetration
x x x x We should get one!
Questions, continued
Questions to ask when shopping for an advertising or public relations agency: 1. What process does your agency use in analyzing client needs? A successful program includes as much or more planning as execution. You want to be sure that the agency has the mental horsepower to see beyond the obvious and move your promotional programs beyond the limits of your own abilities. 2. Once youve determined my needs, what is the process used to position my company? The agency has to be your partner in developing a creative strategy for your business. What process do they use to develop your communications goals? Why? 3. How do you measure how effective your strategies are? Results can be measured in attitude changes, exposure, awareness, sales increases, specific information requestedand other ways. Make sure you are comfortable with their measurement plans, and that you understand why those are valid measurements. Be very leery of You cant measure the results, but . . . excuses. If it cant be measured, you cant afford it. 4. How do you keep us informed about your activities? You should get tear sheets, comprehensive and understandable billing, and full explanations of what is going on when you request it. The smoke-and-mirrors approach is fine for movies, but not for your investment. 5. Who else have you worked with, especially similar to firms like mine? What success (and horror) stories do you have? Who may we contact? Customers, both happy and unhappy, provide the least biased information about how well performance matched expectations. 6. Describe a successful program for a business like ours. What were the goals of the program? What strategies and tactics did you use? How did you measure your success? You want to separate fact from selling. Ask for names and numbers. FIGURE 9.7Selecting
a Promotional Pro
118
7. If the campaign is Public Relations (PR or unpaid advertising), what are your relationships with the media? Are you on a first-name basis with influencers in our field? Nothing is as helpful as a personal friend in high places. PR firms work to establish these relationships, and are (usually) proud of them. 8. How do you approach creativity? How do you measure it? How do you involve clients in the creative process? The aim is to find out if they value creativity as a tool (good) or as an end in itself (bad). This is a judgment call you have to makeonce again, smoke and mirrors are fine for entertainment, but not for your money. 9. What important clients have you lost in the past year? Why did you lose them? May I speak with them? An agency that badmouths a former client will eventually badmouth you. Every agency loses clients to their competition; good agents know why and arent ashamed or antagonistic about it. 10. Most important of all: Who will be working on our account day-by-day? You want to have experienced talent working for you, not the newest hire. You cant afford to train beginners. Make sure the agencys top talent is working for you. FIGURE 9.7Selecting
a Promotional Pro, continued
Print Ad Choose publication Assign tasks/hire professionals Write Edit Design Get estimates for printing/choose printer Photography Illustration
Two-Color Brochure
Coupon
Letter/Press Release
17 days
Not applicable
Not applicable
13 days
12 days 14 days 12 days 14 days
12 days 17 days 13 days 17 days
12 days 12 days 1 day 12 days
1 day 13 days 12 days 12 days*
Not applicable 27 days* 27 days*
13 days 27 days* 27 days*
12 days Not applicable Not applicable
1 day 27 days* Not applicable
FIGURE 9.8Production
Timelines
119
Print Ad Paste-up Printing/proofing Total time * If necessary
Two-Color Brochure
Coupon
24 days Not applicable 14 weeks
27 days 13 weeks 28 weeks
12 days 13 days 12 weeks
12 days* 13 days 13 weeks
Production timelines for a well-designed Web page are very similar to those for a two-color brochure. They may be longer if your designer comes up with a strongly interactive Web site. See http://www.rcparker.com for an excellent example. FIGURE 9.8Production
Timelines, continued
Advantages
Newspapers Your ad has size and shape, and can be as large as necessary to communicate as much of a story as you care to tell. The distribution of your message can be limited to your geographic area. Split-run tests are available to test your copy and your offer. Free help is usually available to create and produce your ad. Fast closings. The ad you decide to run today can be in your customers hands two days from now.
Disadvantages
Clutteryour ad has to compete for attention against large ads run by supermarkets and department stores. Poor photo reproduction limits creativity. A price-oriented mediummost ads are for sales. Short shelf life. The day after a newspaper appears, its history. Waste circulation. Youre paying to send your message to a lot of people who will probably never be in the market to buy from you. A highly visible medium. Your competitors can quickly react to your prices. Long lead times (generally 90 days) mean you have to make plans a long time in advance. Higher space costs plus higher creative costs.
Magazines
High reader involvement means more attention will be paid to your advertisement. Less waste circulation. You can place your ads in magazines read primarily by buyers of your product or service. Better quality paper permits better photo reproduction and full color ads. The smaller page (generally 812 by 11") permits even small ads to stand out.
FIGURE 9.9Media
Advantages and Disadvantages at a Glance
120
Advantages
Yellow pages Everyone uses the yellow pages. Ads are reasonably inexpensive. You can easily track responses.
Disadvantages
All of your competitors are listed, so you run the ad as a defensive measure. Ads are not very creative, since they follow certain formats. Because radio listeners are spread over many stations, to totally saturate your market you have to advertise simultaneously on many stations. Listeners cannot refer back to your ads to go over important points. Ads are an interruption to the entertainment. Because of this, radio ads must be repeated to break through the listeners tune-out factor. Radio is a background medium. Most listeners are doing something else while listening, which means your ad has to work hard to be listened to and understood. Advertising costs are based on ratings which are approximations based on diaries kept in a relatively small fraction of a regions homes. Ads on network affiliates are concentrated in local news broadcasts and on station breaks. Creative and production costs can quickly mount up. Preferred items are often sold out far in advance. Most ads are ten or thirty seconds long, which limits the amount of information you can communicate. Reaches only the computer-literate. Lots of Internet clutter that may make your site hard to find. A new (albeit fast-growing) medium.
Radio
A universal mediumenjoyed at home, at work, and while driving. Most people listen to the radio at one time or another during the day. Permits you to target your advertising dollars to the market most likely to respond to your offer. Permits you to create a personality for your business using only sounds and voices. Free creative help is usually available. Rates can generally be negotiated. Least inflated medium. During the past ten years, radio rates have gone up less than other media.
Television
Permits you to reach great numbers of people on a national or regional level. Independent stations and cable offer new opportunities to pinpoint local audiences. Very much an image-building medium.
Internet
Reaches a target audience. Highly interactive. Can provide enormous amounts of information at a very low cost. Very flexible: you can change your pages quickly as conditions, products, and prices change. Links to other sites can spread your reach.
FIGURE 9.9Media
Advantages and Disadvantages at a Glance, continued
121
Advantages
Direct mail
Disadvantages
Long lead times required for creative printing and mailing. Requires coordinating the services of many people: artists, photographers, printers, etc. Each year over 20% of the population moves, meaning you must work hard to keep your mailing list up to date. Likewise, a certain percentage of the names on a purchased mailing list is likely to be no longer useful. Lots of businesses use telemarketing. Professionals should draft the script and perform the telemarketing in order for it to be effective. Can be extremely expensive. Most appropriate for high-ticket retail items or professional services.
Your advertising message is targeted to those most likely to buy your product or service. Your message can be as long as necessary to fully tell your story. You have total control over all elements of creation and production. A silent medium. Your message is hidden from your competitors until its too late for them to react.
Telemarketing
You can easily answer questions about your product/service. Its easy to prospect and find the right person to talk to. Cost effective compared to direct sales. Highly measurable results. You can get a lot of information if your script is properly structured.
Can be attention grabbers if they are done well. (balloons, sandwich Can give top-of-mind awareness. boards, key charms, Gets your name in front of people.
etc.)
Specialty advertising
Difficult to target your market. Can be an inappropriate medium for some businesses. Its difficult to find items that are appropriate for certain businesses.
Word of mouth Low cost. Natural extension of personality of business. Keeps customer needs in clear view. This is an important adjunct to your other marketing efforts.
Word of mouth is very dependent on levels of quality and customer service. Must be managed carefully. Ask for referrals. Provide collateral advertising material to your customers. Sometimes used in lieu of any other promotional efforts, which is dangerous.
FIGURE 9.9Media
Advantages and Disadvantages at a Glance, continued
122
Please list the newspapers you read regularly. Daily 1. First choice 2. Second choice 3. Third choice Weekly
______________________________ ______________________________
nt lly does ______________________________ ______________________________ This rea to us. apply ______________________________ ______________________________
Please list the radio stations you listen to regularly. 1. First choice ______________________________________________________________________________
2. Second choice ____________________________________________________________________________ 3. Third choice ______________________________________________________________________________ 4. Fourth choice 5. Fifth choice ____________________________________________________________________________ ______________________________________________________________________________
Have you recently seen or heard our advertising? Where? ____________________________________________________________________________________ Thank you for your help! Your Logo FIGURE 9.10Ten-Second
Media Quiz
on the first line are for specific target or niche markets. See the examples at the end of the chapter.
Summary for Chapter Nine

You completed a promotion audit (see Figure 9.1) to determine where you need professional advertising help. You looked at what goes into planning a promotional campaign (see Figures 9.2 and 9.3) and different ways of promoting your business (Figures 9.4 and 9.5). You set objectives and reviewed your advertising budget. Figure 9.7 will help you evaluate ad agencies and choose the one most likely to help you reach your advertising and promotion objectives. Figures 9.5, 9.6, 9.8, and 9.9 will help you set an agenda with your ad agency. Work with your ad agency to develop an advertising action plan. Set a timetable for the objectives you want to reach, decide what actions are important and when those actions will be taken to implement these objectives, and how much money will be needed at specific times to achieve your objectives.
CHAPTER TEN
STRATEGIC MARKETING
It is not enough to be industrious; so are the ants. What are you industrious about? Henry David Thoreau
ll marketing decisions are strategic. In Chapter One you went through a SWOT analysis to be able to build on your strong points and shore up the weaker ones. Thats a strategy in itself, an active strategy that aggressively strives to take control of the businesss future. Making a decision to market strategically follows from this initial decision. How might this play out in the real world of competition and unexpected events? Ron Michaels, a marketing expert from Tucson, Arizona, offers two excellent examples: Michaels Marketing Maxims. 1. Minimize opportunities for customer dissatisfaction. Customers hate to be surprised and disappointed. Think of McDonalds motto Quality, Service, Cleanliness. Their food may not be epicurean, but their bathrooms are so clean and the level of service so high and dependable that McDonalds owns the family fast-food business. Ever travel with children and not stop at McDonalds? They have minimized opportunities for customer dissatisfaction. You know what you are going to getand you get it. 2. Marketing wars are never won. They are always lost. The importance of careful and consistent attention to the customer base cannot be overstated. When one business competes with another for the markets custom, the one who makes fewest mistakes will be the survivor. This isnt a defensive stance; its a highly active process that
The importance
of careful and consistent attention to the customer base cannot be overstated.
123
124
continuously looks for ways to improve, improve, improve. Nothing fancy, just old-fashioned hard work. Strategic marketing takes account of the competitive nature of business and keeps your efforts focused. All of the preceding chapters have implicitly taken a strategic bent. Now make your own strategy explicit. Why consciously choose a marketing strategy? Your marketing efforts are goal-directed, and you want to be sure that the goals you are aiming at are the goals you wish to reach. Strategic planning makes sure that you do the right things. Your marketing plan helps you do those things right.
QUESTION
What marketing problems have you discovered so far?
27
Your marketing
efforts are goaldirected, and you want to be sure that the goals you are aiming at are the goals you wish to reach.
All businesses have problems. The strengths of your competition, your businesss competitive weaknesses, technological changes, shifting public tastesthe list can go on and on. Review Figures 1.6, 3.2, 3.5, 5.3, 5.4, 5.5, and all of Chapter Eight, especially Figure 8.3. Ask yourself (and your staff and other interested persons) the following: What problems are you currently working on? What problems are you avoiding? What are you going to do about them? Who is responsible for solving these problemsand when? With what resources? Why havent you reached your sales and/or marketing goals in the past? What might keep you from reaching your current sales goals?
QUESTION
How do you plan to solve these problems?
28
List several possible solutions to each major problem. Dont just pick the first solution that occurs to you. It might not be the best solution. The trick is to define the problem as factually as possible, then look for a number of possible causes. Facts and analysis will prevent you from solving the symptom rather than the disease. Then ask yourself how your strategies will affect or be affected by these problems. If problems have to be resolved, assign responsibility for solving each problem to one person. Make sure to allow enough authority and sufficient resources to that person (you or another). Maybe the solution will involve brainstorming or other techniquesthe important thing is to first recognize the problem, then carefully define and analyze it before taking action.
Chapter Ten / Strategic Marketing
125
By: ____________________________________________________________ GL
Date: ____________________ 2/24/03
1. What is the problem? Cite standard and deviation from standard if available. __________________________________________________________________________________________ We lack a single focus. __________________________________________________________________________________________
2. Possible causes: __________________________________________________________________________________________ Weve always taken all business that comes our way, and we havent established a __________________________________________________________________________________________ niche for ourselves. 3. Interim solution: __________________________________________________________________________________________ Define short-term market goal: go after auto market. __________________________________________________________________________________________ Do a profitability study to determine where time gets billed and whose time is wasted. FIGURE 10.1Problem
Solving Worksheet
QUESTION
29
Are the goals stated in Chapter One still valid? If not, what are your new goals?
Return to Figures 1.3 and 1.5. Preliminary goal-setting was a starting point, not the final decision. Revise your sales and marketing goals in light of the analysis of the preceding chapters. Maybe the strategies that make the best sense for your business call for a revision of your goals. If you do change some of your goals, what are the new ones? Collect them on Figure 10.2. Be as specific as you can. For example: For next year increase sales of Product A 15 percent by December; lower reject rate 5 percent in the next quarter; open branch office in St. Paul in six months, with sales goals and budgets established by Harvey and approved by Maude due on my desk no later than September 15th. And so forth. Goals have to be clear, measurable, and most important of all, easy to communicate. Your marketing strategies and plan are built to accomplish these goalsand people have to know what the goals are.
Goals have to be
clear, measurable, and most important of all, easy to communicate.
126
Personal goals include nonfinancial goals as well as financial goals. Limit the goals to the most important. Most Important Personal Goals
Improve health and increase level of energy Change the mix of work Im currently doing Make more time to enjoy life Make more money
Business Goals Next Year Quantitative Goals Sales ($) Sales (unit) Profit ($) Profit (% sales) Market share Company net worth ($) Number of employees Three Years
$320 $48 15% 5
$500 $75 25% 8
Qualitative Goals Market position Kind of business Target markets Business culture or style Other (specify):
small business experts accounting auto businesses same improve use of time
more niche oriented more business consulting auto related businesses even more professional!
_______________________________________________________________________________________ _______________________________________________________________________________________ Potential Conflicts Between Personal and Business Goals
We need to work out a marketing plan so our business goals reflect _______________________________________________________________________________________ our personal goals. Well need to add personnel if we are to grow. _______________________________________________________________________________________
Comments _______________________________________________________________________________________ _______________________________________________________________________________________
FIGURE 10.2Personal
and Business Goal Summary
127
Fuzzy goals such as increase sales or cut the reject rate or get that dratted branch going are seriously deficient, dont provide the timetables or assign responsibilities, and as a result are not effective.
QUESTION
How do you plan to achieve these goals?
30
Thats what your marketing plan is all about. Each goal calls for a series of actions. The strategies in Figure 10.4 set broad marketing objectives; the more specific goals in Figure 10.2 delimit the tactical boundaries. You wont attain your goals all at once, but rather in stages. If you have chosen your strategies wisely, and made sure that reaching the goals of Figure 10.2 leads to attaining the strategic objectives, the steps should be clear. As with any tactical plan, you have to know what the goal
STRATEGIES AND TACTICS

All strategic elements must be defined in terms of needs, attitudes, and unmet desires in the market. These will include known needs that can be accurately determined by investigations and hypothetical needs that must be nourished to become a market need. Tactics are concrete specific individual linear sequential Strategies are conceptual general complex organic interactive and systemic
Strategic planning must define goals that are qualitative in nature. These qualitative goals include Positioning. What is the position of your organization in its target markets and among your competitors? How is it viewed by the market? Segmentation. What are the demographics and qualitative characteristics (attitudes and tastes) of your defined target markets? Cultural. What is the culture of your business? Stylistic. What is the style of your business? Differentiation. In what ways does your business and its product/service structure differ from all other organizations offering similar products and services? Functional. What purpose does the organization and its product/service structure fulfill beyond its own parochial needs? Quantitative elements to be defined include price strategy, market share, growth rate, cost characteristics, sales and profit goals, production and distribution goals, and logistics.
128
is, when it is to be reached, what resources you have to attain that goal, and what the possible barriers are. Some of these details will be spelled out in the sales plan later in this chapter. Others will be treated in the Marketing Plan itself. Selecting a marketing strategy is a four-step process. 1. Examine past and current marketing strategies.Have yours been business as usual, get whatever pieces of business we can, or followthe-leader? These are the three common and ineffective strategies. Few small-business owners plan to run their businesses these ways, but inattention and habit make these choices inevitable. You cant change strategies overnight. They are built into the culture of your business. Your goals and methods of achieving those goals (including business practices and relationships of people within the business) are inextricably mixed up with your strategic choices. The strategies and culture evolve together slowly; they change slowly too. Your strategies should reflect your attitudes and personality. Strategies can be active or reactive, aggressive or defensive, risk-taking or risk-averse. If your own style is relaxed and risk-averse, an aggressive, high-risk strategy probably wont work. If you enjoy risk and being ahead of the crowd, then a defensive, reactive strategy will drive you up the wall. That doesnt mean you cant adopt a conflicting strategy for a short whilebut if you adopt one counter to your feelings, be aware of the potential conflict. Strategies can be active or passive, aggressive or defensive, goal-oriented or opportunistic. These three sets of pairs help you define your current strategies; apply them to each of the following areas and ask yourself which adjective applies out of each pair.
Your strategies
should reflect your attitudes and personality.
Your Current Strategy Marketing Management Financial Production Operations
Aggressive or Defensive?
Active or Passive?
Goal-Oriented or Opportunistic?
GE! N A CH
defensive defensive defensive
passive passive passive active
opportunistic opportunistic opportunistic
FIGURE 10.3Current
Strategy
129
Promotion encompasses a wide range of activities. Some will be appropriate for your business and your markets; some will not. Paid Advertising Radio Television Internet Print Newspapers Magazines Shoppers (free or classified ad magazines) Yellow pages Local telephone directories Special directories (regional, seasonal, chamber of commerce) Trade or industry directories (e.g.: Thomas Register of Manufacturers) Cooperative or co-op ad support from your vendors Transportation advertisements (subways, busses) Billboards Direct Mail Letters Newsletters Sales or product/service announcements Flyers Postcards Special customer offers Brochures Direct response Internet newsletter Coupons Bill stuffers Public Relations News releases Articles in magazines, journals, etc. Open houses Speaking engagements Interview shows Sponsorship of community events and activities Seminars Workshops Service club membership and participation Other club memberships
FIGURE 10.4Promotion
Smorgasbord
130
Telemarketing Inquiry handling Direct marketing by phone Service: customer complaints, follow-up, special offers One-on-one selling Presentation materials Personal letters Customized proposals Some telemarketing Sales personnel training Sales promotions Discounts Loss leaders Coupons Buy one, get one free Specialty advertising Matchbooks, key chains, and other novelties Calendars Date books Facilities Site location and shared advertising Signage Window displays Point-of-purchase Fixtures and layout of store Lighting Other types of promotion Flyers Posters Handouts Blimps and balloons Sandwich boards
FIGURE 10.4Promotion
131
There is nothing normative about these pairs. No one is better than another though some are more useful for your business at one time than another. 2. Summarize personal and business objectives.Include your personal goals in your marketing plans. If you want to retire in 5 years, fine. Plan for it. If you want to work until you drop, fine. Plan for it. If you want your business to remain small enough so you can bring your dog to work, great. It can be done. Just dont set up your business to thwart yourself. If you want to see how big a business you can build, go ahead. Build the business. But not unless it makes sense to you, personally. In Figure 1.3 you set down preliminary personal goals. Review them now. In Figure 1.5, you listed preliminary business goals. Review them also. If your personal priorities arent in line with your business priorities, change your business priorities. You have better things to do with your life than warp it for the benefit of your business. Review Figure 10.2. Figure 10.5 should include all changes and revisions of your goals to date; it will be the basis of your marketing plan. 3. Now return to Figure 10.4.Examine each of these strategies and ask yourself if, given your resources and competitive situation, it would help you reach your goals. You will probably want to use more than one strategy, or modify one or more to better fit your business. 4. Choose the simplest strategies for your business.To be effective, strategies have to be communicated. Fancy strategies look great on paper, but if they present opportunities for misunderstanding, you can count on their being misunderstood. The simplest strategies are the best strategies. Now make your final strategic choices. Test them for consistency with each other. You dont want to pursue contradictory strategies. Test them for feasibility. If they require more resources than you can muster, they wont work. Test them for coherence: Do they fit your business? Do they tend towards unifying the focus of your marketing efforts? Do they form an understandable, easily communicated grand strategy? Finally, make sure they are acceptable to your employees. If you cant generate company-wide support, the strategy will fail. This is where complicated strategies break down. If you cant communicate the strategies clearly, you have a problem. (This is a blessing in disguise. In competitive markets, your competition will look at your strategy and try to improve on it by making it a bit fancier here, a bit more complicated there. They cant resist. Let them be complex. You stay simple, and win the marketplace.)
To be effective,
strategies have to be communicated.
132
Most Important Personal Goals
Improve health and energy levels Build retirement portfolio to permit semi-retirement in 5 yrs. More personal time; balance with family Income: $80,000 after tax; plus profit from practice
Business Goals Next Year Quantitative goals Sales ($) Sales (unit) Profit ($) Profit (% sales) Market share Three Years
$320 $48 15% 10% n/a 5
$500 $75 15% 30% n/a 8
auto, etc.
Company net worth ($) Number of employees
Qualitative goals Market position Kind of business Target markets Business culture or style Other (specify): _______________________________________________________________________________________ _______________________________________________________________________________________ Potential conflicts between personal and business goals _______________________________________________________________________________________ Time! How to manage time more efficiently, delegate better _______________________________________________________________________________________ Comments
leader in selective niche markets profitable specializing MAS/consulting to selected markets auto, RV, motorcycle, heavy equipment professional
Return to this in three months. _______________________________________________________________________________________

_______________________________________________________________________________________ _______________________________________________________________________________________
FIGURE 10.5Personal
133
This checklist presents a range of small business strategic options proven in hundreds of applications. Past Current Future Strategy Sample Marketing Strategies 1. Rationalize distribution. Cut back to most efficient network; look at volume, geography, type. Increase profit margins, lower inventories, some costs go down; may need new investment; moderate risk. Probable Consequences, Risks
2.
Develop the market. Create demand for a brand new product.
Very high marketing costs, may increase receivables, impacts profit and loss statement, hinders cash flow; large expense budget; high riskbut high reward if successful. Increases marketing and sales expenses, need for working capital, and need for capital investment if capacity grows. Reduces short-term earnings; high risk. Lower unit costs; increase inventory, sales volume, profit and cash flow; some capital investment needed, increased development, design, and manufacturing costs; moderate to high risk. Increase sales volume and profit margins as unit costs drop and as new market grows; higher short-term selling costs; modest capital investment, increased working capital; high risk. Will increase sales volume, costs, profits (if successful); will have same problems as a new business if products unrelated to current line; will need more working capital, may need new capital investment; increase in sales and marketing costs; high risk.
3.
Penetrate the market. Increase market share: lower price, broaden product line mix, add service and sales personnel, increase advertising. Promote new products to present market. Develop, broaden, or replace products in product line, sell to present market. Seek new markets, same products. Expand existing markets by geography (abroad) or type for existing products. Develop new products for new markets. Invest in developing, manufacturing, and marketing products unrelated to product line for new markets.
4.
5.
6.
FIGURE 10.6Checklist
for Strategic Planning
134
Past
Current
Future
Strategy Sample Marketing Strategies
Probable Consequences, Risks
7.
Rationalize market. Prune back to most profitable segments, higher volume segments; concentrate marketing focus.
Reduce sales volume, increase profit margins, lower working capital needs, increase cash flow as percent of sales, decrease receivables; willingness to accept lower sales totals; moderate risk. Increase at industry growth rate with stable, short-term profit margins; decrease working capital and increase cash throw off overtime; may lower unit costs; investment in strategies to hold position; low risk. Increase profit margins, achieve lowest possible return of all efficiency strategies; needs excellent implementation to apply intelligently; moderate risks due to arbitrary nature of cutbacksmay have invidious consequences. Improve cash flow from sale of assets, create possible morale problem in rest of organization; low risk.
8.
Maintain products and market share. Business continues as before; same products, same markets.
9.
Cut costs. Reduce costs uniformly through management edicts.
10.
Abandon unit. Sell or liquidate unit because it doesnt fit in with companyor because it is worth more to someone else. Sample Financial Strategies
11.
Rationalize product line. Narrow profit line to most profitable items.
Reduce sales volume, improve working capital, profitability, may lead to underutilizing assets in short term; hard to give up old winners; low to moderate risk. Reduce sales volume, considerably reduce costs, improve ROI short term, improve cash flow temporarily; courage needed, moderate risk due to possible loss of market share, some danger from creditors and other trade sources.
12.
Pure survival. Hunker down to meet most adverse conditions by eliminating or paring down some aspects of the business.
for Strategic Planning, continued
135
Past
Current
Future
Strategy Sample Financial Strategies
13.
Pause in action. Slow down or establish a oneyear moratorium on new capital investment; normal maintenance of business.
No effect on sales short term, may disrupt growth plans, weaken business over long term, decrease sales and earnings if pause is too lengthy; courage and large measure of steadfastness; low risk.
Sample Production Strategies 14. Improve technology. Improve operating efficiency through technological improvements in physical plant, equipment, or processes. Decrease variable costs and increase fixed costsan overall reduction can considerably increase profits, affects sales volume slightly; low to high capital investment; low to moderate risk depending on the extent to which the particular technology is proven.
Sample Operating Strategies 15. Improve methods and functions. Invest in new ways of doing existing tasks by adding new soft technologies: e.g., new patterns of work flow, CAD/CAM, production planning, inventory control, etc., to improve effectiveness and/or efficiency. Improve operating performance, improve functional rather than product costs; expense investment; creative thinking needed; low to moderate risk.
Summary for Chapter Ten

Marketing problems (and problems that might affect your marketing plans) were listed and addressed in Figure 10.1. Personal and business goals appear twice. Figure 10.2 is based on the earlier goals and objectives, as well as preliminary strategic thoughts. Figure 10.5 is the final result of Chapters One through Ten. Strategies for your marketing plan are indicated on Figure 10.4; the goals they are to help you attain are listed on Figure 10.5.
CHAPTER ELEVEN
THE MARKETING PLAN
ow you can assemble your marketing plan and give definitive answers to the three critical marketing questions: What are your target markets? What products or services do they want from you? How can you best position your products and services? This chapter is one of review and revision leading to action. You have all of the parts to assemble the plan. You now want to make sure that the information fits together, is up to date, and has been thought through in the context of the current economy and competitive environment. Your plan is a tool for your use, and its value will be proven in its effective use. You implement your plan through the sales and promotional tactics it establishes. Your strategy sets the scope and direction of the actions; your sales and promotional tactics implement that strategy. Your overriding marketing objective is to find people to buy enough of your products and services, for enough money, and often enough to ensure a solid profit margin. Your marketing plan helps keep your business focused on the steps necessary to reach or exceed your goals. Your market plan should not be long. If it becomes much longer than 20 pages, it wont be used. Individual elements that back it up may be lengthy, however. An advertising/promotional plan, for example, may run much longer. Sales plans for individual products, product lines, or services can become immensely detailed. The market plan must be succinct. It summarizes the analyses and strategies of the preceding nine chaptersso in one sense, youve already written it. Writing out your formal marketing plan gives you another chance to review your ideas and goals. If you havent involved your staff in the planning process, this is a good time to get their ideas.
Your marketing
plan helps keep your business focused on the steps necessary to reach or exceed your goals.
137
138
These are the four Ps of marketing. Make sure the aspects of each variable pertaining to your business complement one another. Product/service New, modified, new application Position on life cycle Cash cow? Rising star? Dog? Problem child? Benefits to purchaser Perceived value Will products/services be bundled or sold individually? What is the product mix? Price To end user To distributors and to trade (What margins do you allow distributors and trade?) Image Market penetration Markets sensitivity to price changes Premium, skim, meet market rates, penetrate? Place Will you sell direct or through agents, wholesalers, or other intermediaries? Location Signs Direct mail Direct sales Telemarketing Promotions What mix of media will you use? Advertising (including yellow pages, classified ads) Internet Public relations Trade shows Packaging Special promotions (sales, spotlights, etc.) Direct mail Personal or direct selling Sales force training Marketing support Image: point-of-purchase, layout, lighting, stocking Personal letters Circulars, brochures, flyers FIGURE 11.1The
Four Strategic Marketing Variables
Chapter Eleven / The Marketing Plan
139
The key section of your marketing plan (see Figure 11.2) is Section 7: How to achieve your goals. You have four strategic variables to play with: product/service, price, place, and promotion. Each of these can be subdivided further (see Figure 11.1) and tailored to meeting the wants of your target markets. There is no mechanical method of grinding out how to reach your goals. Your judgment and experience have to find expression here. The most common reason that strategies fail is that the fundamentals of implementing the game plan are done poorly or not at all. It doesnt matter how good your strategy is if it isnt properly executed. The strategic variables must be considered in light of your present and prospective target markets. Your marketing plans focus on meeting the needs and wants of these markets. A thorough consideration of the preceding Four Ps of Marketing is part of your review. Another part is to review your strategic plan from Chapter One. In particular, ask yourself: Does the mission statement reflect my personal goals? Are the business description and mission statement still accurate? If you think they should be modified, return to Figures 1.1: Business Definition Worksheet and 1.2: Mission Statement Worksheet. Fill them out again to reflect your newest insights. Review Figures 1.3: Internal Analysis, 1.4: External Analysis, and Figure 1.5: SWOT Summary. Do they need to be modified? If so, redo them. If the actions proposed in Figures 1.6: Building on Strengths and Opportunities and 1.7: Shore Up Weaknesses, Avoid Threats need to be revised, revise them. Should the long-term goals in Figure 1.8: Long-Term Goals be modified? If yes, revise them. Should the short-term objectives in Figure 1.9: Turning Goals into Objectives be revised? If yes, revise them. Take these final reviews seriously. When you first worked through the What business am I in? exercises in Chapter One you set off on a path of discovery that will ordinarily compel you to change your mind about the directions and actions for your business. Now that you have worked through the first nine chapters, this is where you pull all of that effort back into a simple, clear strategythat is, your marketing plan. Thats it. These assembled forms are your marketing plan! Your marketing plan is not designed for outside review. Keep it in a three-ring binder (the forms fit nicely and are easily updated). Share it with your employees. Investors and bankers may also ask to see it, but most likely will be so pleased with the results that they wont want to peer into the details of your plan. Your marketing plan defines the strategic directions for your businesss marketing. The sales plan connects those grand strategies with your
The most common reason that strategies fail is that the fundamentals of implementing the game plan are done poorly or not at all.
140
1. Mission statement (What you want your business, main markets, and products/services to be. See Figure 1.2, p. 5.) 2. Marketing objectives for next year and the next three years (These are the broad marketing objectives of Figures 2.5: Preliminary Marketing, Sales, and Profit Goals and 10.2: Personal and Business Goal Summary.) 3. Sales and profit goals for the next one and three years (See Figure 2.5: Preliminary Marketing, Sales, and Profit Goals and Figure 10.2: Personal and Business Goal Summary.) 4. Products/services (Brief description by product/service lines, including proposed changes and any recent changes that would affect marketing goals. See Figure 2.2: Product/Service and Market List.) 5. Target markets (List and briefly describe. See Figure 4.1: Who Are Your Customers?, 4.3: Basic Market Segmentation Criteria, and 4.7: Customer/Prospect Summary.) 6. Market potential (What size are the markets and what potential sales, profit, or other advantages does each have? See Figure 4.7: Customer/Prospect Summary.) 7. How to achieve your goals Overall strategy (See Figure 10.6: Checklist for Strategic Planning.) Competitive strategies (See Figure 5.7: Competitive Objectives.) Promotion strategies (See Figure 9.5: Promotional Summary.) Pricing, Place, Sales Practices (Brief statement of pricing strategy from Figure 6.4: Price Setting Thoughts, 6.5: Pricing Checklist, plus brief statements about location, hours, and selling practices from Chapter Six if important or changed from normal patterns.) Marketing and advertising budgets (See Figure 2.8: Preliminary Marketing Budget Estimates and 9.5: Promotional Summary.) 8. Potential problems (Brief description, plus proposed solutions, from Figure 2.6: Problems.) 9. Implementation and measurement of timetables and benchmarks (See Figures 11.3: Marketing Action Plan and 11.4: Marketing Action Timetable.) 10. Review and evaluation schedule (Short schedule of important review dates.) Appendix: Include supporting documents such as letters of intent and purchase agreements, if you think documentation is needed.
FIGURE 11.2Suggested
Outline of Marketing Plan
141
markets. Use Figure 11.3: Marketing Action Plan and Figure 11.4: Marketing Action Timetable to organize actions and assign responsibility for their achievement. The goals come from Figures 10.2 and 10.5. Keep the following three major guidelines in mind: 1. Establish objective, measurable goals with deadlines. Broad, fuzzily defined sales goals are useless. 2. Assign one person to oversee the action steps. Shared responsibility means nobody is responsible. 3. Discuss the action steps, timetables, and resources with the person responsible for attaining the objectives. If possible, involve everyone who works on the objective; this helps assure their cooperation. If your employees know clearly what you are trying to achieve, why it is important to attain that goal in time and within the resources allotted, and how progress will be measured, they will come up with ways to reach that goal. There are six steps to the marketing action plan. 1. 2. 3. 4. State the goal. Assign a target date for achieving the overall objective. Assign responsibility to a single person. Define the action steps. Achieving the objective requires that certain action steps be taken, in a logical sequence. The more definitive the action steps, the bettersince they can be more easily monitored. 5. For each action step, assign a target date. You may also want to assign responsibility for finishing the step to another person; delegation may be the only way to attain these mediate goals. Include the resources needed for each action step, and keep track of them. (Budgets are needed herebut thats another matter.) 6. Track the results, for progress and for future use. In Figure 11.3 you put together a tactical plan. Achieving the broad marketing objectives is like winning a war, while reaching these mediate goals is more akin to winning individual skirmishes and battles. The tacticsthe short-term activities which must be marshaled together to reach the strategic objectivesare highly detailed, but governed by the broad strategic guidelines established beforehand. Tactics only make sense in the context of strategy. Otherwise they are just random, undirected actions. You may wish to break this process down even further, and fill out one of these forms for each goal and each major action step involved. For example, if your goal is to increase net profits from product A by $10,000 by the end of the next quarter, you might find that you have a considerable number of action steps to take: hiring and training a new salesperson; preparing marketing support, advertising, and promotional materials; issuing a new guarantee; repackaging and repositioning the product or service; and opening a new target marketall the while making sure that it doesnt affect other lines.
Achieving the
broad marketing objectives is like winning a war, while reaching these mediate goals is more akin to winning individual skirmishes and battles.
142
By: ______________________________________________________ GL Action Steps Target Date
Date: ____________________________ 2/27/03 Results
Person Responsible
Identify 100 prospects Call on prospects in reverse order of desirability3 each wk. Make proposals to 10 Close 3
ASAP 3/03
G&B
9/03
G&B
11/03 12/03
G&B G&B
Develop home page; link to Portsmouth, NH home page
ASAP! 3/02
G&B
FIGURE 11.3Marketing
Action Plan
Once you have arrived at the action steps and their tentative due dates, timing becomes more and more important. One way to handle the timing problem is to work backwards from the target dates. When do you have to start an action step? What steps along the way are critical to reaching the target dates? The more of these intermediate dates you can establish the better; they provide benchmarks to help keep the process of attaining the goals (and hence the strategic objectives) on schedule. Use your judgment in choosing which steps to pin down to the tight scheduling of Figure 11.4: Marketing Action Timetable. You want to strike a balance between no controls and too much control. Dont overdo this. Too much detail is stifling. Your job as owner is to set the strategic goals and, with the persons involved, the tactical objectives. Any finer detail is best left to the people involved. If they know what you expect and when, theyll do their best to meet those benchmarks and deadlines. Think of it this way: Would you rather have control in your job over how to achieve desired results (within limits of company policy) or would you prefer to have the job dumbed down with infinitely detailed to-do lists?
Your job as
owner is to set the strategic goals and, with the persons involved, the tactical objectives.
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GL By: ______________________________________________________ Identify prospects Action step: ______________________________________________

Completed: ____________________________________ List: Completion Criterion (Benchmark)
2/27/03 Date: ____________________________ 4/03 Target date: ______________________
4/7/03 Not completed but due: ______________________
Sub-step 1.
Dates of Completion
yellow pages D&B Drive around Clip ads from local papers Internet
3/15/03 3/22/03 4/1/03
3/12/03 3/13/03 4/7/03
2.
3.
4.
ongoing 3/03
ongoing ongoing
5.
6.
Action Timetable
Its the same with your employees. Once again: State the goals. Give timely feedback on how well progress is being made towards those goals by breaking them into short-term objectives with firm deadlines. Make sure that the right resources are in place to achieve those objectives.
Summary for Chapter Eleven

Figures 11.3 and 11.4 provide you with an implementation and control system for your marketing plan. If you assign product line (or service line) responsibility to an employee or colleague, work through these figures with him or her. The more people involved in setting the due dates and completion criteria the better. Their ideas on implementation can make a great contribution.
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A sales plan is simply a compilation of Figures 11.3 and 11.4 for each product and/or service. Since you work out the detailed steps one by one with the overall marketing plan strategies in mind, reaching these more limited goals will help you attain the marketing objectives. The reviews and evaluations help keep the plan on time and on targetand will help you improve your skills. The marketing plan makes sure that you do the right things. The sales plan is tactical; it helps you do things right. You need both.
C H A P T E R T W E LV E
MARKETING AND THE INTERNET
he Internet is a wonderful source of new marketing tools, methods, and ideas, but be aware that it is an addition to, not a substitute for, traditional marketing methods. The extraordinary hype surrounding the Internet has led some business owners to overinvest in e-marketing to the detriment of their core business. Some businesses benefit from the Internet. Some do not. Most can use it for market research, including checking up on the competition and performing market research. It is increasingly useful as a promotional tool. Most cities have a Web page that informs visitors about restaurants, stores, entertainment, and other businesses, much like a Yellow Pages in electronic format. As an example, check out <www.sea coastnh.com>, which covers the New Hampshire seacoast. How might you proceed? Slowly and carefully. Start by asking yourself why you want to use the Internet in your marketing efforts and what marketing objectives you hope to achieve (including what resources in time, money, and equipment you are willing to invest). Then take some time to look at Web sites that are already up and running. If after this initial research you believe that you can benefit from an Internet presence, the process is straightforward. You will have to secure a domain name (which is your Internet location), create a Web site, publicize the sites address, and be prepared to keep the site fresh, up to date, and interesting. Todays customers want speed (a slow Web site bogged down by too many graphics is a turn-off), convenience, personalization, and participation as well as information about your products and services. How do you want to use the Web in your marketing efforts?The primary purpose of marketing is to acquire, enhance, and retain customers. This
Start by asking
yourself why you want to use the Internet in your marketing efforts and what marketing objectives you hope to achieve.
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E-MAIL MARKETING
Dont overlook e-mail as a marketing tool. It is cheap, easy, effective, and everywhere. You can use it to communicate one to one. You can use or develop e-mail lists (listservs) to communicate with many people at once. Or you can use chat groups, discussion groups, or newsgroups to communicate with lots of people. Just be preparedagainto respond quickly. Consider the following e-mail marketing suggestions: Use e-mail to spread word of your Web site. Use Frequently Asked Questions (FAQs) to answer the most common questions about your business, products, or services. These can run 24 hours a day with no effort on your part. Make it easy to e-mail you, subscribe to your newsletter or other mail, and unsubscribe as well. Capture e-mail addresses. You can offer a premium, free information, updates, or even a newsletter or special report to entice people onto your e-mail list. How about a free sample? Post in relevant newsgroups, discussions, and other public spaces on the Internet. Urge people to sign up their friends and acquaintances who would be interested in your wares.
What can you

offer them that makes dealing with you a pleasure?
basic customer relations management lends itself to the Web. For example, I buy books from Amazon.com. They maintain a file on what I buy and send me notices of books (and other items) I might find interesting. This service upgrades me from a once-in-a-long time buyer to a relatively frequent purchaser. Their site keeps me involved by soliciting my opinions about books I purchase or have read; I can also read reviews by my peers. Amazon has an excellent fulfillment system that allows me to get a book overnight or opt for lower cost but slower delivery. Amazon.com does it right and has earned a huge market. They also enjoy a sky-high customer retention rate of around 60 percent. You might want to sell products and services on the Internet, communicate with your markets, enter into a dialogue with your customers, expand your markets beyond a local presence, or just promote your business. Check out Dell Computers site. They have managed to perfect their build to order business model. Its fast, easy, and effective. It is low cost due to their low inventories, and its profitable. Their cash conversion cycle is a stunning eight days. Who are your customers?How are their priorities changing? Some may be migrating to wireless application protocol (WAP) as more powerful handheld devices hit the market. What kind of relationship do you want to establish with them? Target marketing still rules. Are your products and services tailored to their demands? What can you offer them that makes dealing with you a pleasure?
Chapter Twelve / Marketing and the Internet
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What marketing objectives do you hope to achieve?As with any marketing action, you need to have a budget and a timetable as well as metrics to mark your progress (or lack of progress). In the earlier part of this book you established your objectives and near-term goals. If you included Internet marketing objectives, great. If not, stop and decide what your Internet objectives are before going forward. Make sure to include the ongoing costs of updating your Web site. The costs can be significant. A stale Web site loses business. Due to the nature of the Internet a bad experience gets a lot of exposure via e-mail, chat rooms, and so on. How will you fulfill orders? Are you staffed to respond quickly? Internet buyers tend to be an impatient lot. (The profile of people who buy on the Internet is interesting. They tend to be young and technically proficient, or older with high incomes. This has obvious implications for any marketer.) Check out competitive Web sites.Do your competitors (direct and indirect) have Web sites? What are they like? As with any competitive analysis, you arent looking to copy what they do but rather to learn from them. Some of their ideas may be good, some not so good. You may find ways to improve on what they are doingand in any case, you need to know what they are up to. Choose your domain name.You have to choose and register your Web sites domain, which is its location on the Internet. If possible, make it close to the name of your business. Checking out the availability of a name is simple: there are services such as Network Solutions that will do this for you. Once you find an available name of your choice, you can register it through these services. (A Google.com search for register domain name turns up literally hundreds of registration and hosting service companies.)
As with any marketing action, you need to have a budget and a timetable as well as metrics to mark your progress (or lack of progress).
SOME GOOD WEB SITES

These are a few of my favorite business Web sites. They are quick, full of relevant information, interactive, and always up to date. Some are for small businesses, some for largeon the Internet, size is neither an advantage nor a disadvantage. <www.llbean.com> <www.amazon.com> <www.dearborn.com> <www.dell.com> <www.nytimes.com> <www.fruitactivewear.com> <www.travelocity.com> <www.fromages.com> <www.in-n-out.com> <www.mahalos.com> <www.westmarine.com> <www.popswine.com>
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Your name may have been taken already, in which case a little ingenuity is called for. FinestKind Seafoods in York, Maine, found that their name had already been taken. Since their Internet objective is to sell and ship lobsters, they settled on <www.finestkindlobster.com> as their domain name. Pay them a visit if you want fresh lobster. Create your Web site.The key question to answer here is whether to hire a professional or do it yourself. There are certainly some price savings to be had by doing it yourself, but if your time is valuable or if you arent adept at html (the computer language that runs your Web site) the savings may be illusory. Remember: the Internet is unforgiving. If your site is slow, dull, uninformative, or otherwise flawed the costs will far outweigh the money saved by doing it yourself, just as with any other form of promotion. Web sites that dont work are expensive. Web sites that do what you want them to are cost effective. My recommendation is to hire a proafter you have done some homework to lower the number of billable hours. Here is a checklist of items you can do yourself. Choose the domain name and register it. Select a business-friendly Internet Service Provider (ISP). AOL and MSN are great for personal use, but clumsy and restrictive for business applications. A business which uses either is labeled beginner by the Internet cognoscenti. Make sure that both Netscape and Microsoft Internet Explorer are compatible with your site. Its easier to make sure before you begin than to rework the site after it is up and running. Its less embarrassing, too. List all the contact information you want to appear on your site: company name, address, phone and fax numbers, e-mail if you are prepared to respond to it, and pictures and brief bios of key personnel, customers, and suppliers. Have your logo and logotype available in electronic format. You may want to add product, price, and purchasing information, and company and industry news to your siteor perhaps add them later. In any case, make sure you have the capability of fulfilling orders if you plan to sell online. Decide how many pages you want to begin with. A well-done single page is better than a sloppy multiple-page Web site. Determine your budget. A good Web site isnt necessarily expensive, but there will be some unavoidable costs. Make sure you set aside enough money to complete the task. And remember to include the costs of updating and refreshing your site. You may wish to experiment with site construction. If you have AOL or MSN, they provide guided instructions on site construction at a very low cost. A personal Web site (you can put those pictures of
Web sites that do

what you want them to are cost effective.
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yourself holding big fish on your own page!) can give you a good feel for the complexity involved in creating an effective site. Make a list of the Web sites you wish to be connected to. Your Web professional can grapple with embedded e-mail links and metatags (the linking and search-capable mechanics). While it isnt difficult, he or she will have a better idea of which search engines (such as Google, Alta Vista, and Yahoo) will be best for your business. Check with other business owners whose sites you admire to identify Web professionals. Now interview those consultants who met your criteria. When you hire someone to construct your Web site make sure it is clearly stated in the contract that he or she is performing work for hire, and that you (or your business) owns the site. Otherwise you may find yourself facing unexpected problems down the road. When discussing your site with your consultant, stress the importance of simplicity; keep it simple, stupid (KISS), an old clich, is always good advice. As time goes on you will most likely want to improve the site by adding graphics, fresh and timely content, and additional services and products. Again, a good working relationship with the consultant will pay off. What is the best shopping cart for your site? What is the best way to navigate from one page to another? How can you keep track of who is visiting your site? What should you do about privacy concerns? Will you or should you use cookies? Will on-site registration help you build a visitor list? What about accepting credit card orders? What kind of pictures will you use? Do you want to run banners (ads that can lower your costs but which might irritate your customers), or use pop-ups or other advertising material? This is a relatively new field and some of the protocols are still in flux. These kinds of questions should be familiar to your consultant. You rely on your lawyers and accountants expertise in fields you dont have time to master. Do the same for your Internet consultantyou have better uses for your time. Now if you still want to do it yourself, fine and dandy. Go for it. There are a number of helpful books on using the Internet for marketing and e-business. IDG Publishings Internet Marketing for Dummies by Frank Catalano and Bud Smith is a good place to start. Roger C. Parkers Guide to Web Content and Design by Roger Parker (Hungry Minds) provides a good introduction to the Internets marketing capabilities. In addition, pay a visit to <www.internet.com>, which will link you to a deep reservoir of Internet marketing expertise. However, I warn you that this is a very complex and time-consuming do-it-yourself project. Test run your Web site.Have some friends and a few customers review it before rolling it out. Up to this point the decisions on design and content have been in your hands. A reality check by outside eyes can be most illuminating.
When discussing
your site with your consultant, stress the importance of simplicity.
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If you have a college or university nearby ask the communications or marketing professor specializing in Internet design to have students review your site. This is a particularly helpful demographic: young, computer savvy, somewhat jadedand probably opinionated as well. All of you will benefit. If suggestions are offered, take them seriously. The odds are good that you will want to make a few corrections and tweaks before rolling out the Web site. Publicize the Web site in every possible way.Your polished site is now up and running, but unless you let people know about it you will only get random visitors. Make sure your universal resource locator (or URL, your sites address) appears on your stationery, business cards, brochures, bills, space advertisements, direct mail, and other print media. Put it on a billboard so rush hour drivers get to see it. Put it on T-shirts. The more you can publicize your site to your intended markets the better the payoff will be. This will take time, especially if your domain name is obscure. The links and metatags built into your Web site will stir up some traffic. Since this is a shifting source (links come and go in popularity, and new buzzwords appear to siphon off search engine time) it will be part of the ongoing maintenance of your site. And so will the constant publicizing of your URL. Maintain and refresh your Web site.It is surprising how finicky the Internet public has become. The biggest complaints are speed (how long does it take for the site to load?), complexity of navigation (ever get trapped in a Web site?), and stale content. Speed and complexity develop incrementally as you add new features and new content. While you are blinded by familiarity your visitors are not. This is another call for either a consultant or a dedicated in-house expert to make sure the speed, complexity, and content are handled professionally.
The more you can

publicize your site to your intended markets the better the payoff will be.
SECURITY
Computer security is an obvious concern for any business that operates online. While there are many ways to protect your computers against viruses (commercial programs such as McAfee, Dr. Solomons and Symantec are well proven), protection against a dedicated hacker involves another level of protection. The Library of Congress Web site <www.loc.gov/global/internet/security> is well worth a visit. They have FAQs, links to many sites and discussion groups, and alerts, bulletins, and other sources of information. This is too important to leave to chance or learn by trial and error. Get professional help.
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Summary for Chapter Twelve

The Internet can open new markets for you, assist in two-way communications with your markets, provide a new sales channel, and more. But enter it carefully. The technical complexities are daunting. The expense (unless you carefully budget) can get out of hand. Build slowly and carefully, check your progress against the metrics you have chosen (number of hits on your Web site, click-throughs, actual dollar sales, comments from customers and prospects) and be prepared to continuously upgrade and refresh your Internet presence. The Internet is no magic bulletbut it is a very powerful tool if properly used.
APPENDIX ONE
SUMMARY OF QUESTIONS AND MARKETING PLAN OUTLINE

Summary of Major Questions
Chapter 1 The Quick Strategic Marketing Plan Question 1 What business are you in? Marketing Overview Question 2 What do you sell? Question 3 Who are your target markets? Question 4 What are your marketing goals for next year? Your sales and profit goals? Question 5 What might keep you from achieving these goals? Question 6 What is your marketing budget? Products and Services Question 7 What are the benefits of your products and services? Question 8 What is the Unique Selling Proposition (USP) of your products and services? Question 9 What product or service is the best contributor to your Overhead and Profits (O&P)? Your worst? Customers and Prospects Question 10 Who are your current customers? Question 11 What are their buying habits? Question 12 Why do they buy your goods and services? Question 13 Who are your best customers and prospects? Question 14 What is your market share? a. Is your market share growing, shrinking, or stable? b. Is the market itself growing, shrinking, or stable? Is it changing in other ways?
Chapter 2
Chapter 3
Chapter 4
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154
Chapter 5
Competitive Analysis Question 15 Who are your competitors? Question 16 What do your competitors do better than you? Question 17 What do you do better than your competitors? Question 18 What is your competitive position? Price Setting Question 19 How do you establish prices? Location and Sales Practices Question 20 How does your location affect you? Question 21 What are your sales practices? Strengths and Weaknesses Question 22 What are your businesss strengths? Question 23 What are your businesss weaknesses? Advertising and Promotion Question 24 What is your advertising and promotion budget? Question 25 What are your promotional and advertising objectives? Question 26 How do you promote your business?
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10 Strategic Marketing Question 27 What marketing problems have you discovered so far? Question 28 How do you plan to solve these problems? Question 29 Are the goals stated in Chapter One still valid? If not, what are your new goals? Question 30 How do you plan to achieve these goals?
Outline of a Marketing Plan

1. Mission statement (What you want your business, main markets, and products/services to be. See Figure 1.2: Mission Statement Worksheet.) 2. Marketing objectives for next year and the next three years (These are the broad marketing objectives of Figures 2.5: Preliminary Marketing, Sales, and Profit Goals and 10.2: Personal and Business Goal Summary.) 3. Sales and profit goals for the next one and three years (See Figure 2.5: Preliminary Marketing, Sales, and Profit Goals and Figure 10.2: Personal and Business Goal Summary.)
Appendix One
155
4. Products/services (Brief description by product/service lines, including proposed changes and any recent changes that would affect marketing goals. See Figure 2.2: Product/Service and Market List.) 5. Target markets (List and briefly describe. See Figure 4.1: Who Are Your Customers?, 4.3: Basic Market Segmentation Criteria, and 4.7: Customer/Prospect Summary.) 6. Market potential (What size are the markets and what potential sales, profit, or other advantages does each have? See Figure 4.7: Customer/Prospect Summary.) 7. How to achieve your goals Overall strategy (See Figure 10.6: Checklist for Strategic Planning.) Competitive strategies (See Figure 5.7: Competitive Objectives.) Promotion strategies (See Figure 9.5: Promotional Summary.) Pricing, Place, Sales Practices (Brief statement of pricing strategy from Figure 6.4: Price Setting Thoughts, 6.5: Pricing Checklist, plus brief statements about location, hours, and selling practices from Chapter Six if important or changed from normal patterns.) Marketing and advertising budgets (See Figure 2.8: Preliminary Marketing Budget Estimates and 9.5: Promotional Summary.) 8. Potential problems (Brief description, plus proposed solutions, from Figure 2.6: Problems.) 9. Implementation and measurement of timetables and benchmarks (See Figures 11.3: Marketing Action Plan and 11.4: Marketing Action Timetable.) 10. Review and evaluation schedule (Short schedule of important review dates.) Appendix: Include supporting documents such as letters of intent and purchase agreements, if you think documentation is needed.
APPENDIX TWO
MARKETING PLAN FOR R. D. MONTVILLE & ASSOCIATES
Mission Statement
R. D. Montville & Associates provides tax and management advisory services to local small business owners, helping them to grow and providing our employees with a rewarding working environment.
Marketing Objectives
Within one year, we plan to work on building our identity in the market; develop a database of businesses in the $700,000 to $5 million annual revenue range. Within three years, we plan to develop more management consulting and do less traditional accounting; focus our business by specializing in the retail auto and related industries.
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158
Sales and Profit Goals

For next year Consulting services Monthly accounting Audits Tax returns Tax consultation Special projects Other services Sales goals: Profit goals: $85,000 45,000 20,000 45,000 45,000 60,000 20,000 320,000 $48,000 In three years $125,000 60,000 50,000 65,000 55,000 90,000 20,000 500,000 $75,000
We feel that this is a conservative set of goals. Profit is likely to increase as a percentage of sales as we focus more closely on a select number of higherlevel clients. If we were to increase our profit on sales to 20 percent next years profit would be $64,000, a figure we think we can reach.
Products and Services

Business and management consulting. Providing overall financial management consulting for small businesses with revenues ranging from $700K$5 million. We plan to increase this element of our business. Monthly accounting services. Providing ongoing accounting services for a monthly fee. We plan to keep this element of our business flat. Audits. Providing auditing services. This is currently a small part of our business, and we plan to keep it that way. Tax return preparation. Completing tax returns for very small businesses and sole proprietors. We plan to de-emphasize this segment of our market. As we change our client mix we will bill substantially more for tax return preparation, consulting, and representation. Special Projects. Providing complete financial management and accounting services for the automobile, motorcycle, and heavy equipment retailers. We plan to double our sales to this niche in the next three years.
Appendix Two
159
Target Markets
Our best customers are those in the auto and related industries. With an average of $2 to $5 million in revenue, they can afford $10,000 to $25,000 in financial management services and are willing to pay an annual retainer. By specializing, we plan to be able to provide service tailored to this market, allowing us to dominate the niche as the experts in advising auto dealerships.
Market Potential
There are 40 auto dealers in our immediate area, and we currently service 10 percent of that market. In addition, there are ten motorcycle dealerships, nine heavy equipment dealers, and four RV dealers. By increasing our market share of the auto dealers to 25 percent, we can add as much as $150K in revenue in three years. With 15 percent of the related dealers, we can add another $50K.
How We Will Achieve Our Goals

Overall strategy. We will seek new markets for our most profitable services: financial and management consulting. We will concentrate on increasing our market share of the auto dealers, and go after motorcycle, RV, and heavy equipment dealers in our geographic area. Competitive strategy. We plan to build on our strengths in selling, production, and personnel, while attacking our competitions weaknesses: follow-up and narrow range of services. We will need to improve our finances by investing more of the profits into promotion, and by paying more attention to training our personnel. Promotion strategies. We plan to start an informational newsletter promoting our services and stressing our expertise in the auto-related market, our ties to the local area, and our commitment to the community. We will establish an informational home page linked to <www.portsmouthnh.com> and to the chambers of commerce home pages in our area. We will also establish links to auto dealer pages as we find them. The newsletter may be distributed electronically, providing an enhanced service to our target market. We will use the newsletter to build our identity in that niche and to build a database of all companies in our target market. We will sell them with a combination of direct mail, telephone follow-up, and brochures explaining the nature of our services. We will also support the other services we offer with yellow pages advertising and sponsorship of local events.
160
Pricing and sales practices. Since our target market consists of growing commercial customers and our reputation is one of superior service and strong ties to the local community, we will continue to set our prices slightly above the cut-rate competition. (We can save our customers enough money to pay for our services.) But we will adopt a more aggressive sales approach. Having targeted the ideal market for our services (auto-related industry) we can pitch each potential customer with a direct mail, telephone followup, and personal presentation punch that should increase our market share. Marketing and advertising budgets. We will increase our investment in marketing and advertising to $42,000 annually. The breakdown is as follows: Selling (direct costs) Selling (indirect costs) Advertising Direct sales, promotion Public relations Shipping and handling Credit and collection Marketing administration TOTAL $ 6,800 8,500 10,000 12,000 600 2,400 500 1,200 $42,000
Potential Problems
From a marketing perspective, our biggest obstacle is time. We plan to overcome this by focusing our efforts on the auto-related niche and by adding another person to the staff in six months. Another potential problem is aggressive competitors in the market. We are combating this with the marketing initiatives outlined in this plan.
Appendix Two
161
Implementation and Measurement

Marketing Action Plan
By: ________________________________________ Strategic Objective: Action Steps Identify all prospects and call on in reverse order of desirability three per week Create and mail first newsletter to prospect list Make proposals to ten prospects Close one prospect per monththree by end of year Home page improved and updated Date: ____________
Focus on auto-related niche of the market. Target Date 6/15/03 Person Responsible G&B
Results
10/03
G&B
11/03
G&B
12/03
G&B
3/03
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Marketing Action Timetable

By: ________________________________________ Date: ____________
Action step: ________________________ Target Date: ________________ Completed: List Sub-step 1. Check yellow pages 2. Drive around and check for prospect 3. Clip ads from all local newspapers 4. Input all prospects into database 5. Home page Completion Criterion (Benchmark) List of dealerships List of those not in yellow pages List those not found elsewhere Database set up, prospects listed Up and running, links established Dates of Completion 5/15/03 5/22/03 5/15/03 6/15/03 3/03 ______________ Not Completed but due: ______________
Review and Evaluation

At the end of the year, we will evaluate our progress as part of the planning and budgeting process for next year. At that time we will have a more accurate idea of how realistic our goals are and can reforecast based on our experience at that time.
APPENDIX THREE
MARKETING PLAN FOR DELICIOUS DELECTABLES
he following sample marketing plan was created with research done by Daniel DiSanti, Francine Cimaglio, and Timothy DeWolf using The Market Planning Guide in a course at Rhode Island College taught by Dr. Nadia J. Abgrab. Please note that each section of the plan is referenced to the appropriate worksheets contained in the book. As you create your own marketing plan, remember that the planning process is at least as important as the finished, written plan to the success of your business. Dont be tempted to simply write a plan based on this model without working through the book chapter by chapteruse the worksheets, then finalize your plan from the information youve gathered together. By following this process, you may even surprise yourself and discover new markets or approaches that you might have otherwise overlooked.
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164
Marketing Plan for
Delicious Delectables
Not the Same Old Chocolates
Appendix Three
165
Mission Statement
To provide fresh-made, affordable, up-to-date chocolates and related food products for modern, up-to-date people, at a competitive price, in convenient locations, at a profit.
Mission Statement Worksheet, Figure 1.2
Marketing Goals for Next Year

1. Develop name brand loyalty and acceptance of Delicious Delectable (DD) products. 2. Expand into two malls (pushcarts). 3. Test expanded product lines. 4. Get better mall demographic and market data.
Long-Term Goals, Figure 1.8 Personal Goals for the Business, Figure 2.3 Marketing, Sales and Profit Goals, Figure 2.5
Long-Term Marketing Goals

1. Expand regionally; add mall sites. 2. Develop mail order business.
Sales and Profit Goals

For next year: sales $260,000; profit pre-tax $45,000 In three years: sales $680,000; profit pre-tax $172,000
Product Application Worksheet, Figure 3.3 Product/Benefits and Markets, Figure 3.4 Basic Market Segmentation, Figures 4.3, 4.4, 4.5
Product Lines
Chocolates, nuts, fudge, gift packs, prepackaged chocolates (low-cost impulse items). These have the benefits of being affordable luxuries with a modern appeal: hip, upscale, affordable status products that taste good. Another benefit: the chocolates and fudge are made fresh daily.
Target Markets
Ages 1740; image and status conscious middle/upper-middle-class buyers; mall walkers.
Market Potential
Average total weekly shopper flow of 210,000 (30,000 persons/day) in each mall (varies by season). In order to hit our sales projections, we will need to average 90 transactions per day (nine per hour) at $8 per sale, which represents less than one percent of the total market of mall shoppers.
Customer/Prospect Summary Form, Figure 4.7
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Current Strategy, Figure 10.3 Checklist for Strategic Planning, Figure 10.6 Comparing Yourself to the Competition, Figure 5.3 Quick Comparison, Figure 5.4 Competitive Objectives, Figure 5.7 Advertising/ Promotional Goals, Figure 9.3 Advertising/ Promotional Questions, Figure 9.6
Overall Strategy
Develop and penetrate new markets (start-up) by offering products in contemporary shapes, todays popular colors, and designs to satisfy younger tastes. By offering them affordable products we hope to win their loyalty. The market will be attracted to the image our products portray.
Competitive Strategy
Delicious Delectables will distinguish itself in the market with fresh-daily product packaged and sold and made with care by individuals, not massproduced.
Promotional Strategy
Our primary strategy is to locate the pushcarts in high-traffic areas of the malls. This means that much of the advertising is covered by the mall rental feeswe piggyback on the malls advertising. Pushcart displays will feature our contemporary packaging and fresh approach. Sales personnel will be trained in friendly and courteous service. Well offer free samples to introduce potential customers to our product. To build our customer database for future direct mail marketing, we will offer a premium for filling out and returning survey cards.
Pricing Strategy
Price Objectives, Figure 6.1
We will position ourselves as an affordable luxury. We will price our products higher than Fanny Farmer (the most direct competitor), but significantly below Godiva.
Promotion Audit, Figure 9.1 Advertising Base, Figure 9.2
Marketing and Advertising Budgets

Most of our promotional efforts will be tied to our mall locations. (Rent = Space + Advertising!) $460/month space advertising, $200/month on giveaways. Sales commissions tied to sales levels.
Problem Solving Worksheet, Figure 10.1
Potential Problems
Start-up problems, new kids on the block. Entrenched competition (Fanny Farmer in the malls) and indirect competition (Godiva, other premium chocolates). Potential for new competition.
Marketing Action Plan, Figure 11.3, 11.4
Timelines
1. Open first two sites; by 6/98; all partners. 2. Open third site by 3/99; all partners. 3. Research and test mail order by 6/98; send initial catalogs 10/98.
Appendix Three
167
Delicious Delectables Inc. Pro Forma

Year 1 Sales Chocolates Fudge Nuts Gross Sales Production Costs Chocolate (21%) Fudge (39%) Nuts (50%) Total Production Cost Net Sales Expenses Rent Advertising/promotion Extra labor Salaries $108,000 50,400 100,800 $259,200 Year 2 $189,000 88,200 176,400 $453,600 Year 3 $283,500 132,300 264,600 Total $580,500 270,900 541,800
$680,400 $1,393,200
$22,680 19,656 50,400 $92,736 $166,464
$39,690 34,398 88,200 $162,288 $291,312
$59,535 51,597 132,300 $243,432 $436,968
$121,905 105,651 270,900 $498,456 $894,744
$47,000 5,528 9,288 60,000 $121,816 $44,648 17,859 $26,789
$70,500 5,528 32,688 90,000 $198,716 $92,596 37,038 $55,558
$70,500 35,527 53,488 105,000 $264,515 $172,453 68,981 $103,472
$188,000 46,582 95,464 255,000 $585,046 $309,698 123,879 $185,819
Pretax Profits Taxes at 40% Add to R.E.
168
Delicious Delectables Customer Survey

To our valued customers: Please take a few minutes to complete this questionnaire. Our aim is to give you the service you deserve. This questionnaire will help us serve our customers better. 1. How would you rate the quality of our products? Excellent _____ Good _____ Fair _____ Poor _____ 2. How would you rate the quality of our service? Excellent _____ Good _____ Fair _____ Poor _____ 3. How could we improve our products/service? __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ 4. How did you become aware of Delicious Delectables? __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ 5. Would you recommend Delicious Delectables to your friends? Yes _____ No _____
With your completed survey 10% off your next purchase at Delicious Delectables Thank you for shopping at Delicious Delectables Rhode Island Mall Warwick, Rhode Island Emerald Square Mall N. Attleboro, Massachusetts
Appendix Three
169
Appendix
Rental Expense Push carts: source is Wendy Smith, Emerald Square Mall Non-holiday rates flat rates $1,500/mo. Holiday rates 8 weeks (Nov.Dec.) $8,500
Staffing requirementsall mall hours Non-holiday staffing hours Holiday staffing hours graduating M-Sa 10:00 AM9:00 PM Sun 12:00 AM6:00 PM Total = 72 hours Total = 85 hours Annual rental expense, two pushcarts = $47,000 Production Costs Product Chocolate Fudge Nuts Cost/lb. $1.88 $2.50 $3.20 Packaging +10% +10% +10% Total/lb. $2.07 $2.75 $3.52 Aver. selling price/lb. $10.00 $7.00 $7.00
Annual Sales, Year 1 (Source: Judy, Fanny Farmer, Galleria Mall) sales per day Product Chocolate Fudge Nuts lbs./day 15 10 20 dly x 2 30 20 40 Average price/lb. $10.00 $7.00 $7.00 Annual Gross Sales $108,000.00 $50,400.00 $100,800.00
Annual Sales, Year 2 +50% the addition of a third pushcart will increase sales 33% additional growth = 17% Annual Sales, Year 3 +50% the addition of mail order will increase sales 30% natural growth of 20%
170
Labor Expense (Source: Danny) Year 1 Cost Pt. time 30 hrs./wk/ $9,288.00 Year 2 Cost 2 full time plus year 1 $32,688.00 Year 3 Cost 1 full time chef+ $53,488.00
Promotion (Source: Nadia) Type Year 1 Cost Newsprint 1/8 page @ 62.60 $3,250.00 year 3 add 30K printing exp. Giveaways $2,277.60 Choc. 10 lbs./wk. Fudge 10 lbs./wk. 5.3% of sales (Source: Danny) Product Chocolate Fudge Nuts Product Chocolate Fudge Nuts
Year 2 Cost $3,250.00
Year 3 Cost $33,250.00
$2,277.60
$2,277.60
% of sales 42 20 38 $Sales $108,000 $50,400 $100,800
Fixed cost % 41.6 42.5 40.3 Fixed Costs $44,928 $21,420 $40,622
Variable cost % 26.8 44.9 55.6 Variable Costs $28,944 $22,630 $56,045
APPENDIX FOUR
WORKSHEETS
ppendix Four contains all the worksheets from The Market Planning Guides text. Please feel free to photocopy these forms for your personal business use. Please respect our copyrights if you wish to reproduce them for republication. Contact us by writing to: Rights Dept., Dearborn Trade Publishing, 30 S. Wacker Drive, Suite 2500, Chicago, IL 60606-7481, or call us at 312-836-4400.
171
172
1. Name and date the business was established:
________________________________________________ partnership sole proprietorship
2. Check one: The business is a: corporation Sub S or a Limited type corporation 3. Check one: Our customers are primarily: individuals corporate institutional
other (describe briefly) ____________________
4. Current products and services include ________________________________________________________ 5. My five closest competitors are 1. 2. 3. 4. 5. 6. Possible competition could come from: a. other companies: b. technologies: c. industries: 7. Allies actual or prospective include: __________________________________________________________ ____________________________________________________________________________________________________________________ 8. Is demand for my products or services increasing or decreasing?: ________________________________ ____________________________________________________________________________________________________________________ 9. Products or services I might discontinue are __________________________________________________
____________________________________________________________________________________________________________________ 10. Products or services I might introduce are ____________________________________________________ ____________________________________________________________________________________________________________________ 11. Markets I might exit are ____________________________________________________________________ ____________________________________________________________________________________________________________________ 12. Markets I might enter are __________________________________________________________________
____________________________________________________________________________________________________________________ 13. My company is unique because ______________________________________________________________ ____________________________________________________________________________________________________________________ 14. Right now my companys biggest marketing obstacle is ________________________________________
____________________________________________________________________________________________________________________ 15. Our biggest marketing opportunity is ________________________________________________________
____________________________________________________________________________________________________________________ 16. Our overall business goals and growth plans are ______________________________________________
____________________________________________________________________________________________________________________
FIGURE 1.1The
Business Definition Worksheet
Appendix Four
173
Use your completed Business Description Worksheet as your guide. Circle or otherwise highlight key phrases in Figure 1.1. Jot them down where you think they belong in the following categories. Write down the single most important goal for your business. Then condense the result into one or two short sentences. This will result in a mission statement that accurately reflects your businesss purposes. Customers: __________________________________________________________________________________ ____________________________________________________________________________________________ Products or services: __________________________________________________________________________ ____________________________________________________________________________________________ Markets: ____________________________________________________________________________________
____________________________________________________________________________________________ Economic objectives: __________________________________________________________________________ ____________________________________________________________________________________________ Beliefs, values, and aspirations: __________________________________________________________________ ______________________________________________________________________________________________ Distinctive competence: What are we really good at?: ______________________________________________ ____________________________________________________________________________________________ Concern for employees: ________________________________________________________________________ ____________________________________________________________________________________________ Mission Statement
FIGURE 1.2Mission
Statement Worksheet
174
Factor 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.
Strengths
Weaknesses
FIGURE 1.3Internal
Analysis: Strengths and Weaknesses
Appendix Four
175
Opportunities
Threats
Prospect
Competition
Technology
Political climate
Legal
FIGURE 1.4External
Analysis: Opportunities and Threats
176
The most important strengths we possess and the best opportunities we face are: 1. ________________________________________________________________________________________ 2. ________________________________________________________________________________________ 3. ________________________________________________________________________________________ 4. ________________________________________________________________________________________ 5. ________________________________________________________________________________________ The most dangerous weaknesses and threats we face are: 1. ________________________________________________________________________________________ 2. ________________________________________________________________________________________ 3. ________________________________________________________________________________________ 4. ________________________________________________________________________________________ 5. ________________________________________________________________________________________ FIGURE 1.5SWOT
Summary
To build on our major strengths and opportunities listed on Figure 1.5, we will take the following actions:
FIGURE 1.6Building
on Strengths and Weaknesses
Appendix Four
177
To shore up the weaknesses and avoid the threats listed on Figure 1.5, we will take the following actions:
FIGURE 1.7Shore
FIGURE 1.8Long-Term
Goals
178
In order to achieve the goals set in Figure 1.8, break them down into short-term objectives to be accomplished within the next year:
FIGURE 1.9Turning
Goals into Objectives
If you have many products or services, try to bundle them together into no more than ten categories. You can always expand the list laterbut for now, keep it simple. Product/Service 1. 2. 3. 4. 5. 6. 7. 8. ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ Target Markets ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________
and Market List
Appendix Four
179
1. How much money do you want, or need, to earn? 2. What sort of lifestyle is desirable for you and your family?
3. How big do you want your business to become?
4. How will your business reflect you and your values?
5. How much risk do you want to take? In what areas?
6. What do you want to achieve over the next five years?
FIGURE 2.3Personal
Goals for the Business
Product
Worst Case
Most Likely Case
Best Case
FIGURE 2.4Best
Case/Worst Case Approach
180
Marketing Goals 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ 4. __________________________________________________________________________________________ Sales Goals for each Product/Service (see Figure 2.4 for next years most likely figures) For next year 1. 2. 3. 4. 5. 6. 7. __________________________________ __________________________________ __________________________________ __________________________________ __________________________________ __________________________________ __________________________________ Sales Goals Profit Goals: ____% of sales Comments: ____________________________________________________________________________________________ ____________________________________________________________________________________________ FIGURE 2.5Preliminary ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ In three years ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________
Marketing, Sales, and Profit Goals
Todays date
________________________________________________________________________________
What problems am I avoiding? 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ What problems might prevent us from reaching our marketing, sales, and profit goals? 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ What are we going to do about these problems? (See Figures 1.6 and 1.7.) 1. Assign responsibility to individuals to achieve solutions. 2. Allocate resources and authority to these people. 3. Establish benchmarks and deadlines to help them monitor their progress. FIGURE 2.6Problems
Appendix Four
181
This is not an exhaustive list. Use it as a starting point. Your company will use some of these categories plus others peculiar to your marketing needs. 1. Selling (direct costs) Sales salaries and commissions Travel Entertainment 2. Selling (indirect costs) Training Marketing research Sales statistics Subscriptions and dues 3. Advertising 4. Sales promotion other than advertising 5. Public relations 6. Shipping and handling Order filling, packaging Postage and cartage 7. Credits and collection Administrative expense Bad debt allowance 8. Marketing administration $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________ $ ___________________
Total FIGURE 2.7Marketing
$ ___________________
Budget Items
182
Made by: ______________________________________________________ Date:________________________ Reviewed by: __________________________________________________ Date: ______________________
Goal or Action
Timing
Annual Costs
TOTAL: FIGURE 2.8Preliminary
Marketing Budget Estimates
Appendix Four
183
Basis for Wanting Things Applies To fill biological needs To gain security To get status To gain recognition To satisfy aggressions To satisfy sensibilities To lessen anxiety To save time Buyer Motivations Applies Satisfaction of the senses Imitation of others Style Profit Convenience Knowledge Comfort Fear Pride Curiosity Pleasure Self-expression or self-actualization Gaining an advantage Saving money Important Buying Factors for Institutional Markets Applies Dependability Discounts for bulk orders Price and quality Relationship with current vendors Customization Market exclusivity Value Delivery schedules Guarantees Safety for the purchasing agent Doesnt Apply Dont Know Doesnt Apply Dont Know Doesnt Apply Dont Know
FIGURE 3.1Why
Do People Buy Things?
184
Product/service Yours Target markets The Competitions
Benefits advertised/promoted
Quality
Price
Improved versions
Location
Delivery
Follow-up service
Availability
Convenience
Reliability
Service
Guarantees
Other (specify)
FIGURE 3.2Product
Comparison Form
Appendix Four
185
Product/service: ______________________________________________________________________________ What are its features? ________________________________________________________________________ ____________________________________________________________________________________________ What benefits does it produce? ________________________________________________________________ ____________________________________________________________________________________________ How is it used? ______________________________________________________________________________ ____________________________________________________________________________________________ How is it purchased (unit, bulk, with other products)? ______________________________________________ ____________________________________________________________________________________________ What are other possible applications of this product/service? ________________________________________ ____________________________________________________________________________________________ FIGURE 3.3Product
Application Worksheet
Your Product or Service
Benefits it Offers (Wants/Needs Fulfilled)
Possible Target Markets
Benefits and Markets
186
Products with major impact on O & P: Contributors 1. __________________________________________ 2. __________________________________________ 3. __________________________________________ 4. __________________________________________ Detractors 1. __________________________________________ 2. __________________________________________ 3. __________________________________________ 4. __________________________________________ FIGURE 3.5Winners Amounts $ __________________________________________ $ __________________________________________ $ __________________________________________ $ __________________________________________ Amounts $ __________________________________________ $ __________________________________________ $ __________________________________________ $ __________________________________________
and Losers
Person responsible: __________________________________________
Review date: __________________
Product/service idea: __________________________________________________________________________ ____________________________________________________________________________________________ Benefits it will offer: __________________________________________________________________________ Target markets: ______________________________________________________________________________ Timing: ______________________________________________________________________________________ Anticipated sales: ($ or unit; by quarter) __________________________________________________________ Anticipated costs: 1. Development: ________________________________________________________________________ 2. Advertising: __________________________________________________________________________ 3. Impact on other products/services: ______________________________________________________ 4. Other (specify): ______________________________________________________________________ Comments: __________________________________________________________________________________ ____________________________________________________________________________________________ Action taken: ________________________________________________________________________________ ____________________________________________________________________________________________ By: ________________________________________________________ FIGURE 3.7New Date: ________________________
Product/Service Objectives
Appendix Four
187
Product/Service
1st Quarter
2nd Quarter
3rd Quarter
4th Quarter
Total
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
FIGURE 3.8Summary
of Product/Service Goals
188
Go through this exercise to gain a preliminary sense of the demographics of your target market. The reason to begin with your best customers is simple. Some people are better customers for you than others, and you presumably would want to find more customers like them. You may have a variety of best customers. Finego through this exercise for each customer group you feel is valuable to you. Dont dwell too long on this form. You will hone the information as you go along. If you are a new business owner and have no customers yet, go ahead and imagine who your ideal customer would be. 1. Describe your best customers: age sex income level occupation If industrial or business: type of business (SIC) size 2. Where do they come from? (check one) local national tourist regional international
3. What do they buy? product(s) services benefits 4. How often do they buy? (check one) daily monthly other weekly every now and then
5. How much do they buy? Units Dollars 6. How do they buy? (check one) credit (you invoice them) cash contract advertising: newspaper, radio/TV word of mouth location direct sales Internet other (specify)
7. How did they learn about your business? (check all that apply)
8. What do they think of your business/products/services? (Customer perceptions) 9. What do they want you to provide (what benefits are they looking for that you can or should provide?)
FIGURE 4.1Who
Are Your Customers?
Appendix Four
189
10. How big is your market? geographically population potential customers 11. What is your share of that market? (market share) 12. How do you want your markets to perceive your business?
FIGURE 4.1Who
Are Your Customers?, continued
Project or Bid (by customer)
Product or Service
Won or Lost?
Date
Reasons
FIGURE 4.2Project
or Bid Analysis
190
Use these categories as criteria to describe your customer base. Look for clusters of people described by these criteria; these help direct further marketing efforts. Your descriptions can be general. For example, Age range: 3565; Gender: both; Income level: $60,000 and up. Demographic Age range Gender Income level Occupation Religion Race/ethnic group Education Social class Geographic Country Region State County City/town Size of population Climate Population density Psychographic Leader or follower Extrovert or introvert Achievement-oriented or content with the status quo Independent or dependent Conservative or liberal Traditional or experimental Societally-conscious or self-centered Consumer/Behavioral Rate of usage Benefits sought Method of usage Frequency of usage Frequency of purchase Business Markets Type of business (manufacturer, retail, wholesale, service) Standard Industrial Classification (SIC) Code Size of business Financial strength Number of employees Location Structure Sales level Special requirements Distribution patterns
FIGURE 4.3Basic
Market Segmentation Criteria
Appendix Four
191
Market Segment by Product or Service
Customers
Prospects
FIGURE 4.4Market
Segment Analysis
By: __________________________________________
Date:
____________________________________
Product: ____________________________________________________________________________________ ____________________________________________________________________________________________ Describe your best customers (or ideal customer) according to the criteria listed in Figures 4.2 and 4.3: __
____________________________________________________________________________________________ ____________________________________________________________________________________________ Describe their purchasing patterns: ______________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ What makes them the best or ideal customers for this product or service? ____________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ FIGURE 4.5Market
Segmentation Worksheet
192
To our valued clients: Please take a few minutes to complete this short questionnaire. Out aim is to give you the service you need, want, and deserve. Your honest answers to these questions can help us serve you better. 1. How would you rate the quality of work we have performed for you in the past? Excellent ____ Good ____ Fair ____ a. If not excellent, please explain. __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________
Poor ____
2. How would you rate the timeliness of the work we perform for you? Excellent ____ Good ____ Fair ____ a. If not excellent, please explain.
Poor ____
__________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________
3. What service would you like us to perform for you that we do not offer? __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________
4. Please feel free to give us any constructive criticism you feel we could use. __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________
5. We plan to begin a seminar series in the not too distant future. What areas would you like to see covered in these seminars? __________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________ a. How interested would you be in attending our seminars? Very ____ Somewhat ____ Little ____
Not at all ____
FIGURE 4.6Client
Survey
Appendix Four
193
By: __________________________________________ Reviewed by: _________________________________
Date: Date:
____________________________________ ____________________________________
These are our most valuable customers and prospects, ranked from the top. Make sure you list the market segments and their criteria.
Name of Customer
Market Segment
Criteria (Figure 4.3)
1. ___________________________________________________________________________________________ 2. ___________________________________________________________________________________________ 3. ___________________________________________________________________________________________ 4. ___________________________________________________________________________________________
We should target these prospects Name of Prospect Market Segment Criteria (Figure 4.3)
1. ___________________________________________________________________________________________ 2. ___________________________________________________________________________________________ 3. ___________________________________________________________________________________________ 4. ___________________________________________________________________________________________
We should consider these market niches 1. ___________________________________________________________________________________________ 2. ___________________________________________________________________________________________ 3. ___________________________________________________________________________________________ 4. ___________________________________________________________________________________________
Our customer/prospect objectives for the next year are 1. ___________________________________________________________________________________________ 2. ___________________________________________________________________________________________ 3. ___________________________________________________________________________________________ 4. __________________________________________________________________________________________ FIGURE 4.7Customer/Prospect
Summary Form
194
By:__________________________________ My closest competitors are
Date: ______________________
1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ 4. __________________________________________________________________________________________ 5. __________________________________________________________________________________________ Other competitors (include indirect and potential competitors) are 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ 4. __________________________________________________________________________________________ 5. __________________________________________________________________________________________
FIGURE 5.1List
of Competitors
Prepared by:
____________________________________________________
Date: ____________________
Competitor: __________________________________________________________________________________ Describe Your Competitors Price Quality Service Location Advertising Other yardsticks How Do You Stack Up?
FIGURE 5.3Comparing
Yourself to Competitors
Appendix Four
195
Prepared by: ________________________________________________
Date: ________________________
Competitor: __________________________________________________________________________________ Product/service: ______________________________________________________________________________ Location(s): __________________________________________________________________________________ Specific information Years in business: ________________________________________________________________________ Number of employees: ____________________________________________________________________ Dollar sales: ____________________________________________________________________________ Unit sales: ______________________________________________________________________________ Market share: __________________________________________________________________________ Financial strength: ______________________________________________________________________ Profitability: ____________________________________________________________________________ Players (include their ages, experience in this business, training or education, business strengths and weaknesses, and other pertinent information) President/owner: ________________________________________________________________________ Key employees: __________________________________________________________________________ Management capability: __________________________________________________________________ The competitions marketing strategy Key customers: __________________________________________________________________________ Major products or services: ________________________________________________________________ Quality: ________________________________________________________________________________ Image: ________________________________________________________________________________ Pricing: ________________________________________________________________________________ Advertising themes: ______________________________________________________________________ Promotion/public relations efforts: __________________________________________________________ Significant changes (new people, products, etc.): __________________________________________________ How this competitor competes with you: ________________________________________________________
Comments: __________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
Information
196
Competitor Offers Customer seeks: Quality Exclusivity Lower prices Product line Product service Reliability Delivery Location Information Availability Credit cards Credit line Warranty Customer advice Accessories Knowledgeability Polite help FIGURE 5.4Quick
We Offer
Comparison
Appendix Four
197
Strong
Weak
Where are you located on this continuum? What are you going to do about it? How do you rank relative to the competition in these areas? A + means you are stronger than the competition, a means you are weaker. Strong Management Finances Marketing Pricing Selling Production Distribution Training Personnel Style/image Other
Weak
FIGURE 5.5Competitive
Continuum
198
Competitor: Sales in $ Market share Product lines Service lines Reputation
Analysis Summary
Prepared by: __________________________________________________ Reviewed by: __________________________________________________ We need to improve our competitive position in the following areas:
Date: ______________________ Date: ______________________
1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ We can build on our competitive strengths in the following areas: 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ We can attack our competition in the following weak areas: 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. ___________________________________________________________________________________________ FIGURE 5.7Competitive
Objectives
Appendix Four
199
By: ________________________________________________
Date: ________________________________
Product or service: ____________________________________________________________________________ My Pricing Objectives What Objective Will Accomplish Time Frame for Reaching Objective
FIGURE 6.1Pricing
Objectives
The breakeven formula is: BE = F/(S-V) where BE = breakeven sales in dollars F S V = fixed costs in dollars = sales expressed as 100% = variable costs as a percentage of sales.
If F = $10,000, S = 100%, and V = 50%, Then BE = ($10,000/50%) = $20,000. In other words, costs will exceed revenue until you have sold $20,000 worth of goods.
FIGURE 6.2Breakeven
Analysis
200
By: ______________________________________________________________ Date: ____________________ Product/service: ______________________________________________________________________________ Price range: $ ___________ to $ ___________ 1. Price floor: (a) Markon (gross margin) is ______% of retail price. (b) Manufacturers Suggested Price is $ ____________. (c) Fixed costs are $ ________. Variable costs are $ _________ or _______ percent of sales. (d) Breakeven is $ _____________. 2. Special considerations for this products price are: service status quality loss leader demand product life overhead downtime competition market penetration costs other (specify): 3. Turnover rate is ________ times per year. 4. Industry turn average is _________ times per year. 5. Going rate is _________________________________. 6. I estimate _________ units will be sold. 7. _____________ (number of units) at $ ________ will cover my fixed costs. 8. Top price possible is $ ____ . (This estimate is based on the customers perception of value.) Comments __________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
FIGURE 6.3Price
Range Guidelines
Appendix Four
201
Consider setting prices above your competitors prices if your market is not sensitive to price changes market consists mainly of growing commercial customers product is an integral part of an established system reputation for status, service, and other positive perceptions in the market increases your products perceived value customers can easily build your price into their selling price product is only a tiny percentage of your customers total costs
Yes
No
Consider setting your prices just below your competition if
Yes
No
your market is very sensitive to price changes youre attempting to enter a new market your customers need to reorder parts or supplies your business is small enough that a lower price wont threaten your larger competitors and start a price war you have the option of economical production runs which decrease your unit cost you have not reached full production capacity
FIGURE 6.4Price
Setting Thoughts
202
Estimating demand
1. Which products/services do customers shop around for? ______________________________________ 2. Which products/services are in greater demand even at higher prices? __________________________ ________________________________________________________________________________________ 3. Are certain products/services in greater demand at one time of the year than another? If so, which? And what is the duration of the demand? ________________________________________________________ 4. Do your customers expect a certain price range? ______________________________________________ 5. What is the balance between price and quality in your market? __________________________________ ________________________________________________________________________________________
The competition
1. What are your competitors pricing strategies? ______________________________________________ 2. Are your prices based on an average gross margin consistent with your competitions? ____________ ________________________________________________________________________________________ 3. Is your policy to sell consistently at a higher price, lower price, or the same price as your competitors? Why? __________________________________________________________________________________ 4. How do competitors respond to your prices? ________________________________________________ ________________________________________________________________________________________
Pricing and market share

1. What is your present market share? ________________________________________________________ 2. What are your market share goals? To increase share? Maintain share? __________________________ ________________________________________________________________________________________ 3. What effect will price changes have on your market share? ____________________________________ ________________________________________________________________________________________ 4. Is your production capacity consistent with your market share goals? ____________________________ ________________________________________________________________________________________
Strategy
1. Have you determined how pricing affects your sales/volume goals? ______________________________ ________________________________________________________________________________________ 2. How can pricing help you gain new business? ________________________________________________ ________________________________________________________________________________________ 3. Have you tested the impact of price strategies on your markets? ________________________________ 4. Are your strategies in line with broader economic trends? ______________________________________
Policies
1. How does the nature of your products/services affect their price? ______________________________ ________________________________________________________________________________________ 2. How does your method of distribution affect price? ____________________________________________ 3. Do your promotional policies affect prices? __________________________________________________
FIGURE 6.5Pricing
Checklist
Appendix Four
203
You need two traffic counts, one for pedestrians and one for vehicular traffic. You should find out how many people pass by during your business hours; when they pass by; who these people are; where they are from; what their shopping plans might be; how many are logical prospects for your products or services; if there are seasonal or other predictable fluctuations; where they currently buy your kind of products or services. These pieces of information help you to evaluate your site. Your advertising and other promotional programs also need this information. FIGURE 7.1Traffic
Counts
By: ______________________________________________________________
Date: ____________________
Competitor: __________________________________________________________________________________ Location: ____________________________________________________________________________________ Rate 1 (poor) to 5 (excellent) 1. Appearance and design of store 2. Employees characteristics A. Telephone manners B. Courtesy C. Helpfulness D. Appearance E. Product knowledge F. Ability to handle complaints G. Ability to cross-sell 3. Availability of products 4. Convenience of location 5. Added services (delivery etc.) 6. Other (specify): Rating Comments
FIGURE 7.3Shopping
Competition (Including Yourself)
204
By: ____________________________________________________________
Date: ______________________
1. How does the site affect your business? ______________________________________________________ ________________________________________________________________________________________ 2. How does the appearance of the building affect your business? __________________________________ ________________________________________________________________________________________ 3. Does the stores or offices appearance complement your businesss image? ______________________ ________________________________________________________________________________________ 4. Do you (or can you) use the location to your best advantage? How? ______________________________ ________________________________________________________________________________________ 5. Should you move or consider moving? Why? __________________________________________________ ________________________________________________________________________________________ 6. Is the neighborhood changing? If so, how? How will it affect your business? ______________________
________________________________________________________________________________________ 7. Is the site high- or low-rent? ________________________________________________________________ ________________________________________________________________________________________ 8. Is the rent competitive for the area? __________________________________________________________ ________________________________________________________________________________________ 9. If your site is low-rent, how will you attract customers? __________________________________________ ________________________________________________________________________________________ 10. Is the location good from a competitive viewpoint? ____________________________________________
________________________________________________________________________________________ 11. Is the traffic sufficient for your sales objectives? ______________________________________________
________________________________________________________________________________________ 12. Will neighboring stores help draw customers? ________________________________________________ ________________________________________________________________________________________ 13. Is parking adequate? Would paying for customer parking make sense? ____________________________ ________________________________________________________________________________________ 14. Can you develop additional traffic? How? ____________________________________________________ ________________________________________________________________________________________ 15. What disadvantages does the site have? How will you overcome them? __________________________
________________________________________________________________________________________ 16. Is this the best site available for your business? If no, why not? __________________________________ ________________________________________________________________________________________ FIGURE 7.2Site
Evaluation
Appendix Four
205
By: ________________________________________________
Date: ________________________________
Product or service: ____________________________________________________________________________ My Pricing Objectives 1. 2. 3. 4. 5. 6. 7. What Objective Will Accomplish Time Frame for Reaching Objective
FIGURE 7.4Pricing
Objectives
By: ________________________________________________
Date: ________________________________
Product or service: ____________________________________________________________________________ My Pricing Objectives 1. 2. 3. 4. 5. 6. 7. What Objective Will Accomplish Time Frame for Reaching Objective
FIGURE 7.5Sales
Practice Objectives
206
By: ______________________________________________________
Date:
__________________________
Based upon your analysis of the business, the operation is being run satisfactorily in the area of: Yes I. Sales and Marketing A. Pricing Are prices in line with current industry practice? Is your pricing policy based on your cost structure? Have you conducted price sensitivity studies? B. Market research Have you identified target markets? Do you segment your markets? Have you identified customer wants/needs? Do you know how your markets perceive your products? Has your business taken advantage of market potential? Has the competition been analyzed? C. Personal selling Do you know what your sales practices are? Does personal style influence your sales practices? D. Customer service Is customer service a priority? Do you solicit customer feedback? Is there a rational balance between serving your customers needs and good business practice? E. Advertising and public relations Do you select media for measurable results? Is your advertising consistent? Does your advertising budget make sense in terms of the level of business and its anticipated, planned growth? F. Sales management Are salespersons and outside agents properly directed in their duties? Do you establish individual sales goals? Do you provide adequate sales support? Are your salespersons trained? G. Market planning Do you have a marketing budget? Do you have a market plan? Has your business taken advantage of market opportunities? No
Audit
Appendix Four
207
Yes II. Business Operations A. Purchasing Are reputable, competitive vendors used? Do you have a purchasing program? B. Inventory control Do you know your inventory turn? Is slow-moving stock managed? Have you established rational reordering policies? C. Scheduling Do goods and materials move through the business without tie-ups and problems? Do you know how long each job should take? D. Quality control Are inferior incoming materials returned to vendors? Are reject rates minimized? Do you have a do it right the first time policy? E. Business growth Has your business grown at least above the rate of inflation? Have you met your asset growth, sales, and profit goals? F. Site location Do you have the right business site? G. Insurance Do you have an annual insurance review? Are the proper risks to your business (including yourself) covered? Do you put your insurance package out to bid every year? III. Financial A. Bookkeeping and accounting Are your books adequate? Are records easy to access? Can you get information when you need it? Do you have monthly P&Ls (income statements)? Do you have annual financial statements? B. Budgeting Do you use a cash flow budget? Do you use deviation analysis monthly? Are capital equipment purchases budgeted?
No
Audit
208
Yes C. Cost control Are cost items managed? Are high cost items treated separately? Is the budget used as the primary cost control tool? D. Raising money Have you been successful in raising capital when it was needed? E. Credit and collection Do you use credit to judiciously increase revenues? Do you know your credit and collection costs? Is your current policy successful? Do you review credit and collection policies regularly? Do you have a receivables management policy? F. Dealing with banks Is your relationship with your lead banker open and friendly? Do you use more than one bank? G. Cost of money Do you compare the cost of money (interest, points) with your profit ratios? Are interest rates and loan conditions appropriate? H. Specific tools: Do you know and use: 1) Break-even analysis? 2) Cash flow projections and analysis? 3) Monthly P&Ls (income statements)? 4) Balance sheets? 5) Ratio analysis? 6) Industry operating ratios? 7) Tax planning? IV. Personnel A. Hiring Has the right mix of people been hired? Do you hire from a pool of qualified applicants? Do you maintain a file of qualified applicants? B. Training Are your employees suitably trained for their jobs? C. Motivating people Do your employees appear to enjoy what they are doing?
No
Audit, continued
Appendix Four
209
Yes D. Enforcing policies Does there seem to be logic and order to what goes on in the business? Are reviews and evaluations performed on schedule? E. Communicating Are people informed and brought in on decisions? Do you create opportunities for employees to set their own goals? V. Administrative Management A. Record keeping Are records of past transactions and events easy to find? Are records retained for at least the minimum legal time period? Is access to personnel files limited? B. Problem solving Are there few unresolved problems? C. Decision making Are you decisive? Is there a decision process (chain of command)? D. Government regulations Are you aware of local, state, and federal regulations that affect your business? E. Leadership Do you actually take charge of the business and its employees? F. Developing subordinates If you were to die or be suddenly disabled, is there a ready successor? G. Business law Do you have a working knowledge of applicable business law: contracts, agency, Uniform Commercial Code, etc.? Do you know how current contracts and other legal obligations affect your business? H. Dealing with professionals Do you have and use an accountant, attorney, business consultant? Do you use outside advisors?
No
Audit, continued
210
Yes I. We operate with a complete and up-to-date business plan which includes: A. One and three year projections B. A capital budget II. We operate with an annual marketing plan which includes: A. Precise sales and profit goals and timetables B. Strategies and tactics for the next three years C. Budgets, forecasts, and benchmarks D. A tentative sales plan Our marketing plan also includes: E. The demographics of our target markets F. A thoughtful definition of the markets we serve G. A definition of the needs/wants our products and services fill H. An analysis of the growth potential of our markets I. A competitive analysis J. A definition of our Unique Selling Proposition K. Projections for other products or services that could be developed L. Timetables for research and development III. We use monthly budgets and statements which include: A. Thorough and up-to-date records B. Cash flow budget C. P&L (income) statement D. Balance sheet E. Deviation analysis F. Ratio analysis G. Standard cost comparisons H. Cash reconciliation IV. We have developed an information base that allows us to: A. Keep track of new developments in the industry B. Obtain and study key trade information C. Understand what state of the art means in this business D. Provide customers with the best available information pertaining to our products and services E. Keep all our employees adequately informed V. Im certain that the business is properly capitalized since I: A. Base capitalization on worst-case planning B. Have emergency funds (or access to them) C. Have discussed this with our commercial banker
No
FIGURE 8.2Good
Management Scorecard
Appendix Four
211
Yes VI. I understand the value of the business because Ive made use of: A. Professional appraisers B. Present value methods to evaluate terms C. Professional tax planning counsel D. Accurate, timely financial information VII. We strive to improve production, quality and operations by: A. Keeping the plant in top condition B. Maintaining safe conditions C. Establishing high standards D. Standing behind our products and services E. Not tolerating shoddy performance F. Working for consistency G. Using our companys look as a statement to our markets VIII. Personnel decisions are based on humane, carefully considered policies which include: A. Checklists to make sure objectives are clear B. Communication, to make sure objectives are understood C. Written job descriptions D. Regular progress and performance evaluations E. Fair hiring practices F. Fair wage scales IX. As for my own personal/managerial skills, I work hard to: A. Develop my problem-solving abilities B. Always stay calm C. Be objective D. Avoid investments in my own ego E. Listen to my employees F. Plan changes in our course to minimize negative effects G. Make decisions promptly H. Always get the facts behind problems I. Accept my own limitations J. Delegate tasks that can be done more efficiently by someone else K. Analyze all available options L. Develop my reading/study habits M. Improve my skills N. Consider and evaluate risks O. Be positive with customers, employees, associates
No
FIGURE 8.2Good
Management Scorecard, continued
212
Opportunities
Threats
Prospect
Competition
Technology
Political climate
Legal
FIGURE 8.3External
Analysis: Opportunities and Threats Revisited
Appendix Four
213
By: ____________________________________________________________ Our most important strengths and best opportunities are:
Date: ____________________
1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ 4. __________________________________________________________________________________________ Our most dangerous weaknesses and threats are: 1. __________________________________________________________________________________________ 2. __________________________________________________________________________________________ 3. __________________________________________________________________________________________ 4. __________________________________________________________________________________________ FIGURE 8.4Strengths
and Weaknesses
Action
Action
Action
Action FIGURE 8.5Shore
214
Action
Action
Action
Action
Action
Action
Action
FIGURE 8.6Build
on Strengths, Seize Opportunities
Appendix Four
215
By: ______________________________________________________
Date:
__________________________ Yes No
Do you: Know where new business is coming from? Keep track of referrals and thank the sources? Track advertising and direct mail responses? Spend advertising dollars in proportion to your product mix? Project a strong, consistent image in all materials, signage, stationery, and so forth? Have a professionally designed logo? Sell benefits to customers in all promotional material? Know what has worked, what has not worked, and why? Have a yearly advertising, public relations, and promotion plan? Involve your entire staff in the promotional process? Advertise to your staff as well as to your markets? Have strong relationships with media people and advertising professionals in your community? Have a qualified in-house advertising/promotional person? Assign one person to make sure your plan is implemented? Have a professionally designed facilities brochure which explains what your business is? Follow up promotional efforts with one-on-one selling (if appropriate)? Have professional window and point-of-purchase displays? Have an appropriate Internet presence? Analyze your probable competition in connection with the direct and indirect sales promotional methods you use? For any no or ? answer, you have another reason to use a professional advertising/public relations/promotion agency. FIGURE 9.1Promotion
Audit
216
A successful promotional campaign requires answers to these six questions: 1. Who? Who are your customers and prospects? You have already segmented your markets, so you can describe who the promotion is aimed at. See Figure 4.1 in Chapter 4.__________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ 2. Why? What are you trying to accomplish? Increase sales? Introduce a new product? Retain or increase market share? Create or maintain an image? See Question 25 in this chapter. __________ ______________________________________________________________________________________ ______________________________________________________________________________________ 3. When? Timing in advertising is all-important. The best promotion will bomb if the timing is off. ____
______________________________________________________________________________________ ______________________________________________________________________________________ 4. What? What specific products or services are you trying to move? What is their unique selling proposition? ______________________________________________________________________________________ ______________________________________________________________________________________ 5. Where? What media would be best for your campaign?______________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ 6. How? Leave this one to your advertising agency. You have enough to do running your business. You have to review and approve the campaign. ________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ The detailsthe where and howare less important than getting your message out. Your ad agency will save you a lot of time here, help you make the right choicesand make the deadlines. Many good campaigns are sabotaged by well-intentioned business owners who know a lot about their business but little about advertising and promotion. Unfortunately, everyone thinks he or she is a good copywriter and art director. Nothing could be further from the truth. FIGURE 9.2Advertising
Base
Appendix Four
217
These are goals some astute small-business owners have set for their advertising and promotional campaigns. This is intended as a nudge to your thinking, not as a comprehensive list of goals. Do you want to penetrate specialized markets? Which ones? What are the measures of progress (unit sales, dollar sales, benchmarks)? ____________________________________________________________________________ ____________________________________________________________________________________________________ sell more to present customers? How? ______________________________________________________ ____________________________________________________________________________________________________ specialize in terms of product or services? Which ones? Why? __________________________________ ____________________________________________________________________________________________________ change your businesss image? How? Why? To what? ________________________________________
____________________________________________________________________________________________________ penetrate geographical markets more deeply? Which areas? How? ______________________________ ____________________________________________________________________________________________________ create top of mind awareness? How? ______________________________________________________ ____________________________________________________________________________________________________ expand demographically? To whom? What market segments? __________________________________
____________________________________________________________________________________________________ increase sales of specific products or services? How? ________________________________________
____________________________________________________________________________________________________ announce new product, new product mix, or new location? ______________________________________ ____________________________________________________________________________________________________ support community projects for public relations benefits? ______________________________________
____________________________________________________________________________________________________ Your answers to these questions decide how you want to be perceived, whom you plan to do business with, and what you want to sell.
FIGURE 9.3Advertising/Promotion
Goals
218
Promotion encompasses a wide range of activities. Some will be appropriate for your business and your markets; some will not. Paid Advertising Radio Television Internet Print Newspapers Magazines Shoppers (free or classified ad magazines) Yellow pages Local telephone directories Special directories (regional, seasonal, chamber of commerce) Trade or industry directories (e.g.: Thomas Register of Manufacturers) Cooperative or co-op ad support from your vendors Transportation advertisements (subways, busses) Billboards Direct Mail Letters Newsletters Sales or product/service announcements Flyers Postcards Special customer offers Brochures Direct response Internet newsletter Coupons Bill stuffers Public Relations News releases Articles in magazines, journals, etc. Open houses Speaking engagements Interview shows Sponsorship of community events and activities Seminars Workshops Service club membership and participation Other club memberships
FIGURE 9.4Promotion
Smorgasbord
Appendix Four
219
Telemarketing Inquiry handling Direct marketing by phone Service: customer complaints, follow-up, special offers One-on-one selling Presentation materials Personal letters Customized proposals Some telemarketing Sales personnel training Sales promotions Discounts Loss leaders Coupons Buy one, get one free Specialty advertising Matchbooks, key chains, and other novelties Calendars Date books Facilities Site location and shared advertising Signage Window displays Point-of-purchase Fixtures and layout of store Lighting Other types of promotion Flyers Posters Handouts Blimps and balloons Sandwich boards
FIGURE 9.4Promotion
220
Type of Promotion
Audiences Targeted
Target Date
Estimated Costs
Advertising: newsletter and/or magazine Advertising: radio and/or television Advertising: other Home page or other Internet presence Direct mail Newsletter Yellow pages Flyers and brochures Public relations: press releases Sponsorship Open house or other special event Specialty items (e.g., matchbooks, T-shirts) Seminars or workshops Telemarketing Other
FIGURE 9.5Promotional
Summary
Appendix Four
221
Ask and answer these questions: 1. Markets What is your market mix? What percentage of your business comes from: individuals? small businesses? big businesses? local trade? regional trade? national or international trade? 2. Products/services Are your products: innovative? specialized? diversified? commodity? packaged? tailor-made or customized? (Answer how to each yes answer.) 3. Image Would you describe your business as: formal? informal? community focus? regional or national focus? aggressive? relaxed or laid-back? sophisticated? down-home? specialized? generalist? Does that description fit the way you want to be perceived, as well as the way you see yourself now? Or do you want to change your companys image? 4. Business strengths What special expertise, experience, and interests do you enjoy? longevity in the community? convenient location? outstanding service reputation? other: (specify) 5. Competition How do you stack up against your competition: market share image
Questions
222
6. Customer base Do you sell: many products and services to a few loyal customers? several products to a narrowly defined industry? single products to a diverse client base? Do you have a database to tell you: product mix for each customer? where their business came from? (referral, advertising, etc.) basic demographics of your markets? FIGURE 9.6Advertising/Promotional
Questions
Questions to ask when shopping for an advertising or public relations agency: 1. What process does your agency use in analyzing client needs? ____________________________ ____________________________________________________________________________________ 2. Once youve determined my needs, what is the process used to position my company? ________ ____________________________________________________________________________________ 3. How do you measure how effective your strategies are? __________________________________ ____________________________________________________________________________________ 4. How do you keep us informed about your activities? ______________________________________ ____________________________________________________________________________________ 5. Who else have you worked with, especially similar to firms like mine? What success (and horror) stories do you have? Who may we contact? ____________________________________________ ____________________________________________________________________________________ 6. Describe a successful program for a business like ours. What were the goals of the program? What strategies and tactics did you use? How did you measure your success? ____________________ ____________________________________________________________________________________ 7. If the campaign is Public Relations (PR or unpaid advertising), what are your relationships with the media? Are you on a first-name basis with influencers in our field? ________________________ ____________________________________________________________________________________ 8. How do you approach creativity? How do you measure it? How do you involve clients in the creative process? ______________________________________________________________________ ____________________________________________________________________________________ 9. What important clients have you lost in the past year? Why did you lose them? May I speak with them? ______________________________________________________________________________ ____________________________________________________________________________________ 10. Most important of all: Who will be working on our account day-by-day? ______________________ ____________________________________________________________________________________
FIGURE 9.7Selecting
a Promotional Pro
Appendix Four
223
Print Ad Choose publication Assign tasks/hire professionals Write Edit Design Get estimates for printing/choose printer Photography Illustration Paste-up Printing/proofing Total time
Two-Color Brochure
Coupon
FIGURE 9.8Production
Timelines
Please list the newspapers you read regularly. Daily 1. First choice 2. Second choice 3. Third choice Weekly
______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________
Please list the radio stations you listen to regularly. 1. First choice ______________________________________________________________________________
2. Second choice ____________________________________________________________________________ 3. Third choice ______________________________________________________________________________ 4. Fourth choice 5. Fifth choice ____________________________________________________________________________ ______________________________________________________________________________
Have you recently seen or heard our advertising? Where? ____________________________________________________________________________________ Thank you for your help! Your Logo FIGURE 9.10Ten-Second
Media Quiz
224
By: ____________________________________________________________
Date: ____________________
1. What is the problem? Cite standard and deviation from standard if available. __________________________________________________________________________________________ __________________________________________________________________________________________
2. Possible causes: __________________________________________________________________________________________ __________________________________________________________________________________________
3. Interim solution: __________________________________________________________________________________________ __________________________________________________________________________________________ FIGURE 10.1Problem
Solving Worksheet
Your Current Strategy Marketing Management Financial Production Operations
Aggressive or Defensive?
Active or Passive?
Goal-Oriented or Opportunistic?
FIGURE 10.3Current
Strategy
Appendix Four
225
Personal goals include nonfinancial goals as well as financial goals. Limit the goals to the most important. Most Important Personal Goals Business Goals Next Year Quantitative goals Sales ($) Sales (unit) Profit ($) Profit (% sales) Market share Company net worth ($) Number of employees Three Years
Qualitative goals Market position Kind of business Target markets Business culture or style Other (specify): _______________________________________________________________________________________ _______________________________________________________________________________________ Potential conflicts between personal and business goals _______________________________________________________________________________________ _______________________________________________________________________________________ Comments _______________________________________________________________________________________ _______________________________________________________________________________________
FIGURE 10.2Personal
226
This checklist presents a range of small business strategic options proven in hundreds of applications. Past Current Future Strategy Sample Marketing Strategies Probable Consequences, Risks
for Strategic Planning
Appendix Four
227
Past
Current
Future
Strategy Sample Marketing Strategies
Sample Financial Strategies
228
Past
Current
Future
Strategy Sample Financial Strategies
Sample Production Strategies
Sample Operating Strategies
Appendix Four
229
These are the four Ps of marketing. Make sure the aspects of each variable pertaining to your business complement one another. Product/service New, modified, new application Position on life cycle Cash cow? Rising star? Dog? Problem child? Benefits to purchaser Perceived value Will products/services be bundled or sold individually? What is the product mix? Price To end user To distributors and to trade (What margins do you allow distributors and trade?) Image Market penetration Markets sensitivity to price changes Premium, skim, meet market rates, penetrate? Place Will you sell direct or through agents, wholesalers, or other intermediaries? Location Signs Direct mail Direct sales Telemarketing Promotions What mix of media will you use? Advertising (including yellow pages, classified ads) Internet Public relations Trade shows Packaging Special promotions (sales, spotlights, etc.) Direct mail Personal or direct selling Sales force training Marketing support Image: point-of-purchase, layout, lighting, stocking Personal letters Circulars, brochures, flyers FIGURE 11.1The
Four Strategic Marketing Variables
230
By: ______________________________________________________ Action Steps Target Date
Date: ____________________________
Person Responsible
Results
Action Plan
Appendix Four
231
By: ______________________________________________________ Action step: ______________________________________________ Completed: ____________________________________ List: Completion Criterion (Benchmark)
Date: ____________________________ Target date: ______________________
Not completed but due: ______________________
Sub-step 1.
Dates of Completion
2.
3.
4.
5.
6.
7.
8.
9.
Action Timetable
RESOURCES
Marketing
Guerrilla Marketing, 3/e by Jay Conrad Levinson (Mariner Books, 1998) Target Marketing, 3/e by Linda Pinson and Jerry Jinnett (Dearborn Trade, 1996)
Periodical
Inc. One of the leading small business magazines. 38 Commercial Wharf, Boston, MA 02110 617-248-8000. $19/year.
Demographics
Census Catalog & Guide U.S. Government Printing Office 732 North Capitol St., NW Washington, DC 20402 202-512-0000 Statistical Abstract of the United States U.S. Government Printing Office 732 North Capitol St., NW Washington, DC 20402 202-512-0000 (Annual) $38
Importing and Exporting

A Basic Guide to Exporting U.S. Government Printing Office 732 North Capitol St., NW Washington, DC 20402 202-512-0000
233
234
Exporters Encyclopedia Dun & Bradstreet Information Services Dun & Bradstreet Corporation 3 Sylvan Way Parsippany, NJ 07054-3896 800-526-0651
Home-Based Business
Launching Your Home-Based Business by David H. Bangs, Jr. and Andi Axman (Dearborn Trade, 1997) Working Solo, 2/e by Teri Lonier (John Wiley & Sons, 1998) Surefire Strategies for Growing Your Home-Based Business by David Schaefer (Dearborn Trade, 1997) American Home Business Association 4505 S. Wasatah Blvd. Salt Lake City, UT 84124 800-664-2422 <www.homebusiness.com>
Manufacturing
Business Plan for Small Manufacturers U.S. Small Business Administration Office of Business Development SBA Publications <www.sba.gv/library/pubs.html#mp-4>
Service Industry
Service Industries USA: Industry Analyses, Statistics, and Leading Organizations, 4/e (Gale Group, 1998)
Sourcebooks
Small Business Sourcebook, 15/e by Robert J. Elster (Gale Group, 2001) Encyclopedia of Associations, 38/e by Kimberly N. Hunt (Gale Group, 2001)
Government and Miscellaneous Associations

U.S. Chamber of Commerce 1615 H Street NW Washington, DC 20062 202-463-5580 U.S. Consumer Information U.S. Government Printing Office
Resources
235
732 North Capitol St., NW Washington, DC 20402 202-512-0000 Library of Congress 101 Independence Avenue, SE Washington, DC 20540 <www.loc.gov> Small Business Service Bureau 546 Main Street Worcester, MA 01608 508-756-3513 Small Business Administration 409 Third Street, SW Washington, DC 20416 202-205-6600 <www.sba.gov>
Internet
Two online bookstores which allow you to search for books by topic, author or title: Amazon <www.amazon.com/> A favorite online bookstore. A vast selection of titles, author interviews, lists of books by author, field, genre, and lots more. Worth visiting even if you dont buy books! Powells Bookstoreused, new, and out of print <www.powells.com> Another online bookstore, with many unusual titles that are hard to find elsewhere. Here are some of my favorite business-oriented Web sites. Most are selfexplanatory; some need more information to be useful to you! Adam Home Page <www.ucomics.com/adamathome> Some comic relief for us home workers. American Home Business Association <www.homebusiness.com/> One of the better home business associations About Work: Ask the Experts <www.aboutwork.com/experts> Chats and bulletin boards run by experts.
236
American Demographics / Marketing Tools <www.marketingtools.com/> Books, publications, resources, research tools, links. This is the site for market research. American Express <www.americanexpress.com/smallbusiness/> Lots of good small business how-to information, monthly articles on specialized topics, and a long list of references to other sites of interest. Apple Small Biz Site <www.apple.com/smallbusiness> Some how-to information, especially helpful for us Mac aficionados. Expert advice, links, success stories. Better Business Bureau <www.bbb.org> The ethical watchdog. Does everything the old BBB did, but quicker. Business@Home <www.gohome.com> Claris Small Business <www.claris.com/smallbiz/> Generally a good site. Some how-to; some expert advice. Includes shareware templates for many business functions. D&B Company Information <www.hocmag.net> Worth a visit. You can get business credit info, but at a cost. Dearborn Publishing Group, Inc. <www.dearborn.com> My publishers, bless their hearts! Digital Daily WelcomeIRS <www.irs.ustreas.gov/prod/> Welcome to the IRS. They really are trying to be more user-friendly. Contains updated information and a strong section on taxes for small business.Digital Daily WelcomeIRS Home Based and Small Business Resource Center <http://members.tripod.com/~WorkinMoms/> Newsletter, kids, parents working at home site. Chatty and fun for the work-at-home mother. Home Page, Survey Research Center <www.princeton.edu/~abelson/index.html> A spectacular site if you need to develop a survey.
Resources
237
HR in a Box Home Page <www.ultranet.com> Sylvia Ho is a human resources lawyer. Shes an entrepreneurand her site is superb. A must-visit for any personnel or human resources question. SalesLeadsUSA <www.abii.com> Khera Communications <www.kciLink.com/> Great free info on marketing, finance, and other matters. Locally focused (Washington, DC area) but with a much wider appeal. Microsofts Small Business Page <www.bcentral.com> Similar to Apple and Claris: good how-tos and links to other sites. Frequently updated. National SBDC Research Network Homepage <www.smallbiz.suny.edu> Puts the research capabilities of the SBDCs nationwide network to work for you. Small Business Administration <www.sbaonline.sba.gov/> The Small Business Administration is the first place any small business owner should visit. Their range of servicesfrom counseling to financial guaranteesis very impressive. With the advent of the Small Business Development Center program, their quality rocketed upwards. Any entrepreneur who ignores this resource is being willfully self-destructive. Small Business Advancement Center (University of Arkansas) <www.sbaer.uca.edu/> This site is a sleeper. Its full of gems: marketing tips, financing ideas, links, and more. A must-visit site. Even has a fine search engine built into it. Survey Research Center Home Page <www.princeton.edu/~abelson/index.html> If you are serious about market research, you have to use this site. A terrific help to anyone planning to survey a market. Plus a lot more. U.S. Business Advisor <www.business.gov/> Truthfully labeled the one-stop electronic link to government. U.S. Federal Trade Commission <www.ftc.gov> Major resource, especially if you plan to grow a consumer-oriented business. Plenty of free information.
238
Welcome to Hoovers Online! <www.hoovers.com/> Good for info on publicly traded companies, IPOs, and so forth. Some areas are by subscription only.
Software
NEBS Software Some of the best software for small businesses is the One-Write Plus accounting and payroll software from NEBS. One-Write Plus generates over 60 reports and financial statements, many of which may be customized by the user. For more information contact NEBS Software, Inc., 20 Industrial Park Drive, Nashua, NH 03062 or call 800-882-5254.
Additional Resources
Small Business Development Centers (SBDCs). Call your state university or the Small Business Administration (SBA) to find the SBDC nearest you. Far and away the best free management program available, SBDCs provide expert assistance and training in every aspect of business management. Dont ignore this resource. Service Corps of Retired Executives (SCORE). Sponsored by the Small Business Administration (SBA), SCORE provides free counseling and also a series of workshops and seminars for small businesses. Of special interest, SCORE offers a Business Planning Workshop that includes a 30-minute video produced specifically for SCORE by Upstart Publishing and funded by Paychex, Inc. There are over 500 SCORE chapters nationwide. For more information, contact the SBA office nearest you and ask about SCORE. Small Business Administration (SBA). The SBA offers a number of management assistance programs. If you are assigned a capable Management Assistance Officer, you have an excellent resource. The SBA is worth a visit, if only to leaf through their extensive literature. Padgett Thompson Seminars. Offers business seminars on specific personnel topics for a reasonable fee. Call them at 800-255-4141 for topics and prices. Their seminar entitled Hiring and Firing is excellent, well-documented, and useful. Good handout materials are included. Colleges and Universities. Most have business courses. Some have SBDCs, others have more specialized programs. Some have small-business expertisethe University of New Hampshire, for example, has two schools that provide direct small-business management assistance. Libraries. Do not forget to take advantage of the information readily available at your local library.
GLOSSARY
acid test ratio Cash, plus other assets that can be immediately converted to cash, should equal or exceed current liabilities. The formula used to determine the ratio is as follows: cash plus receivables (net) plus marketable securities current liabilities The acid test ratio is one of the most important credit barometers used by lending institutions, as it indicates the abilities of a business enterprise to meet its current obligations. aging receivables A scheduling of accounts receivable according to the length of time they have been outstanding. This shows which accounts are not being paid in a timely manner and may reveal any difficulty in collecting long overdue receivables. This may also be an important indicator of developing cash flow problems. AIDA (attention, interest, desire, action) Acronym used to remember the sequence of steps in making a sale: gain the prospects Attention, arouse Interest in the product or service, arouse Desire for the product or service, secure Action (a decision to buy or not to buy). amortization To liquidate on an installment basis; the process of gradually paying off a liability over a period of time, (i.e., a mortgage is amortized by periodically paying off part of the face amount of the mortgage). assets The valuable resources, or properties and property rights owned by an individual or business enterprise. balance sheet An itemized statement that lists the total assets, liabilities, and net worth of a given business to reflect its financial condition at a given moment. benefits (of a product or service) The emotional or other end results that your products or services provide. "My factories make cosmetics; we sell hope." Hope is the benefit.
239
240
breakeven analysis Mathematical analysis which establishes the sales point at which the business neither makes nor loses money. breakeven point The volume of sales at which the business neither makes a profit nor suffers a loss. capital Capital funds are those funds that are needed for the base of the business. Usually they are put into the business in a fairly permanent form such as fixed assets or plant and equipment, or are used in other ways that are not recoverable in the short run unless the entire business is sold. capital equipment Equipment used to manufacture a product, provide a service, or sell, store, and deliver merchandise. Such equipment will not be sold in the normal course of business but will be used and worn out or be consumed over time as business is conducted. capitalization The total funds invested in a business, including equity, debt, and retained surplus. cash flow The actual movement of cash within a businesscash inflow minus cash outflow. A term used to designate the reported net income of a corporation plus amounts charged off for depreciation, depletion, amortization, and extraordinary charges to reserves, which are bookkeeping deductions and not actually paid out in cash. Used to offer a better indication of the ability of a firm to meet its own obligations and to pay dividends, rather than the conventional net income figure. cash position See liquidity. collateral An asset pledged to a lender in order to support the loan. commodity A basic or staple item, such as milk, that (in this context) is usually bought on a price basis. competition Businesses competing for the same market dollars as you; may be direct (selling the same product or service in the same way to the same people) or indirect. competitive advantage Those aspects of your business which give it an edge over your competition. competitive analysis Structured look at your competitors to find out how you and they differ (or do not differ). competitive position How you stack up against your competition. core markets Those markets you wont give up no matter what you have to do to keep them. current assets Cash or other items that will normally be turned into cash within one year, and assets that will be used up in the operations of a firm within one year. current liabilities Amounts owed that will ordinarily be paid by a firm within one year. Such items include accounts payable, wages payable, taxes payable, the current portion of a long-term debt, and interest and dividends payable. current ratio A ratio of a firms current assets to its current liabilities. Because a current ratio includes the value of inventories that have not
Glossary
241
yet been sold, it does not offer the best evaluation of the firms current status. The acid test ratio, covering the most liquid of current assets, produces a better evaluation. customer base Customers who are (all things being equal) going to stick with you. debt Refers to borrowed funds, whether from your own coffers or from other individuals, banks, or institutions. It is generally secured with a note, which in turn may be secured by a lien against property or other assets. Ordinarily, the note states repayment and interest provisions, which vary greatly in both amount and duration, depending upon the purpose, source, and terms of the loan. Some debt is convertible, that is, it may be changed into direct ownership of a portion of a business under certain stated conditions. demand The desire for a commodity together with the ability to pay for it; also, the amount people are ready and able to buy at a certain price. Think "supply and demand." demographics (1) The statistical study of human populations, especially with reference to size and density, distribution, and vital statistics. demographics (2) Relating to the dynamic balance of a population, especially with regard to density and capacity for expansion or decline. demographic segmentation A marketing analysis that targets groups of prospects by factors such as sex, age, marital status, income, occupation, family size, and education (from Forecasting Sales and Planning Profits, Kenneth E. Marino). direct mail Sale of products directly to the customer through the mail, usually via catalogs, thus cutting out the retail link in the sales chain. distinctive competence What you do best, preferably better than anyone else in your market. Wal-Marts distinctive competence lies in its distribution methods, which enable rapid changes in response to customer demand. distribution The delivery or conveyance of a good or service to a market. distribution channel The chain of intermediaries linking the producer of a good to the consumer. equity Equity is the owners investment in the business. Unlike capital, equity is what remains after the liabilities of the company are subtracted from the assetsthus it may be greater than or less than the capital invested in the business. Equity investment carries with it a share of ownership and usually a share in profits, as well as some say in how the business is managed. external analysis Analysis of those factors outside your business that present opportunities or threats. facilities brochure Promotional brochure stating what you do and why you will be able to deliver. gross profit Net sales (sales minus returned merchandise, discounts, or other allowances) minus the cost of goods sold.
242
guaranty A pledge by a third party to repay a loan in the event that the borrower cannot. income statement A statement of income and expenses for a given period of time. internal analysis Analysis of the internal strengths and weaknesses of the business. inventory The materials owned and held by a business firm, including new materials, intermediate products and parts, work-in-process, and finished goods, intended either for internal consumption or for sale. liquidity A term used to describe the solvency of a business, and that has special reference to the degree of readiness in which assets can be converted into cash without a loss. Also called cash position. If a firms current assets cannot be converted into cash to meet current liabilities, the firm is said to be illiquid. loan agreement A document that states what a business can or cannot do as long as it owes money to (usually) a bank. A loan agreement may place restrictions on the owners salary, or dividends, the amount of other debt, working capital limits, sales, or the number of additional personnel. loans Debt money for private business is usually in the form of bank loans, which, in a sense, are personal because a private business can be harder to evaluate in terms of creditworthiness and degree of risk. A secured loan is a loan that is backed up by a claim against some asset or assets of a business. An unsecured loan is backed by the faith the bank has in the borrowers ability to pay back the money. long-term liabilities These are liabilities (expenses) that will not mature within the next year. logo Short for logotype. logotype Distinctive company signature, trademark, typeface, motto, etc. market share Your percentage share of the markets you operate in. A business is usually considered dominant when it captures 25 percent of a market. marketing orientation As contrasted with a product orientation, a marketing orientation looks to what the market wants as a way to maintain its focus. mission statement Short statement of the raison dtre for the business, what it wants to accomplish and be famous for. net worth The owners equity in a given business represented by the excess of the total assets over the total amounts owed to outside creditors (total liabilities) at a given moment in time. Also, the net worth of an individual as determined by deducting the amount of all personal liabilities from the total value of personal assets. Generally refers to tangible net worth, that is, does not include goodwill, and so forth. note The basic business loan, a note represents a loan that will be repaid, or substantially reduced 30, 60, or 90 days later at a stated interest rate.
Glossary
243
These are short term, and unless they are made under a line of credit, a separate loan application is needed for each loan and each renewal. partnership A legal relationship created by the voluntary association of two or more persons to carry on as co-owners of a business for profit; a type of business organization in which two or more persons agree on the amount of their contributions (capital and effort) and on the distribution of profits, if any. point of purchase (POP) displays Displays set up in the store or place of business to entice passers-by to buy. positioning A marketing method based on determining what market niche your business should fill and how it should promote its products or services in light of competitive and other forces. Positioning is what you do to the mind of the prospect. That is, you position the product in the mind of the prospect. (Ries & Trout: Positioning: The Battle for Your Mind, p. 2) price inelasticity Not sensitive to changes in price (said of demand) product differentiation: establishing differences between one product or service and its competitor. product positioning See positioning (above). pro forma A projection or an estimate of what may result in the future from actions in the present. A pro forma financial statement is one that shows how the actual operations of a business will turn out if certain assumptions are realized. profit The excess of the selling price over all costs and expenses incurred in making a sale. Also, the reward to the entrepreneur for the risks assumed by him or her in the establishment, operations, and management of a given enterprise or undertaking. promotional pyramid A visual representation of the steps required to move a prospect from being unaware of your businesss existence to actually purchasing your goods and services. sales forecast Educated guesstimates of future revenues segmentation: dividing markets into smaller groups that share specific characteristics such as age, education, and income level thought to be decision-making factors in purchasing your product or service. shopping the competition Going to the competitions place of business as a customer to see how they serve the public, and what the product or service lines are in hopes of finding weaknesses to exploit. sole proprietorship or proprietorship A type of business organization in which one individual owns the business. Legally, the owner is the business and personal assets are typically exposed to liabilities of the business. SWOT analysis SWOT stands for strengths, weaknesses, opportunities, threats. A method of analyzing the business to decide what to stress, what to minimize, and how. Forces a look at both internal and external forces. subchapter S corporation or tax option corporation A corporation that has elected under Subchapter S of the IRS Tax Code (by unanimous
244
consent of its shareholders) not to pay any corporate tax on its income and, instead, to have the shareholders pay taxes on it, even though it is not distributed. Shareholders of a tax option corporation are also entitled to deduct, on the individual returns, their shares of any net operating loss sustained by the corporation, subject to limitations in the tax code. In many respects, Subchapter S permits a corporation to behave for tax purposes as a proprietorship or partnership. takeover The acquisition of one company by another company. target market The specific individuals, distinguished by socioeconomic, demographic and/or interest characteristics, who are the most likely potential customers for the goods and/or services of a business. term loans Loans that are either secured or unsecured, usually for periods of more than a year to as many as ten. Term loans are paid off like a mortgage: so many dollars per month for so many years. The most common uses of term loans are for equipment and other fixed asset purposes, working capital, and real estate. unique selling proposition (USP) An idea from Rosser Reeves, ad giant of the 1950s, who said that it was most important to determine what is special about your product so you can differentiate it from all its competitors. value and lifestyles study (VALS) A study that segments the buying public into seven value and lifestyle categories, from early adopters to survivalists. word-of-mouth advertising Relying on current satisfied customers to tell their friends and associates about your business. Usually only works in reverse: dissatisfied customers tell 11 to 20 others about how lousy your business is, while satisfied customers keep it to themselves. Used thoughtfully, this can be a powerful medium. Customers can help spread the good news if you make it easy for them. working capital The difference between current assets and current liabilities. Contrasted with capital, a permanent use of funds, working capital cycles through your business in a variety of forms: inventories, accounts and notes receivable, and cash and securities.
INDEX
A
Accounting, 26, 37, 39 Advertising, 103 122 agencies, 111, 117118 base, 107 budget, 108109 campaigns, 107 doing your own, 104105 evaluating results, 112 location and costs of, 84 managing, 107 objectives, 109111 paid, 129 positioning, 106 promotional questions, 103, 111112, 116118 questioning, 116 118 specialty, 130 unbudgeted, 108 word-of-mouth, 104 AIDA (Attention, Interest, Desire, Action), 62 Airplane definition of your business, 2 Americans with Disabilities Act, 7 Audit, management, 8994
Business balance, 89101 culture, 13 defining your, 215 definition worksheet, 3 goal strategy, 127 head-to-head strategy, 4 strengths, 9698 weaknesses, 1112, 2425, 9899 Buying habits, 5356 motivations, 33 trying before, 29
C
Client survey, 55 Competition shopping, 85 Web site, 147 Competitive advantage, 3031 analysis, 3435, 6170 analysis summary, 70 continuum, 6768 objectives, 69 position, 68 pricing strategy, 7273 strategy, 67 Competitors advertising, 6567 comparing yourself to, 6468 identifying, 6164 location, 65
B
Bayesian analysis, 2223 Best case/worst case approach, 2223 Bid analysis, 50 Break-even analysis, 75 Budget, marketing, 2627 Build-to-order business model, 146
245
246
The Market Planning Guide personnel training, 64 rank, 64 selling practices of, 85 strengths, 64 Computer based convenience, 38 security, 150 (See also Internet) Convenience considerations, 38 Costs, fixed and mixed, 7475 Customers and prospects, 4559 determine best, 5658 focus upon, 18, 123124 identifying, 4849 Internet, 146 minimizing dissatisfaction of, 123 Customization, 11 strategic, 12 summary of personal and business, 132 summary of product/service, 42 vs. objectives, 1315 Gross margin, 80
H
Hunches, risk of relying upon, 4546
I
Improvements, product and service, 35 Initial strategy, picking an, 4 Institutional markets, buying factors for, 33 Internal analysis, 78 strengths, 96 Internet marketing, 145151 security, 150 summary, 151 Inventories, lean, 81
D
Defining your business, 215 Differentiation, 13, 38 Direct mail, 85, 103, 129 Distribution and delivery, 81 channels, 81 patterns, 71 Domain name, choosing your, 147148 Downtown transitional areas, 84
L
Limitations, addressing your, 2425 Living what you sell, 29 Location, 71, 8184 Long-range goals, 1315
M
Management audit, 8994 scorecard, 9496 Market niches, 35, 59, 97 penetration, 72 research, 4659, 145 segmentation, 4756 share analysis, 5759 Marketing action plan, 142 action timetable, 143 budget, 2627 estimates for preliminary budget, 27 four Ps of, 81 goals, 2027 Internet, 147 orientation, 2931 overview, 1728 plan, strategic, 114, 128 research, 4659, 145
E
E-mail marketing, 146 Economy pricing, 72. See also Pricing Expenses, 7475 External analysis, 9
F
Facilities, 130 Five Forces Analysis, 67 Flexible markups, 80 Focus, 11 Follow-up service, 39 Fulfillment system on Internet, 146, 147
G
Glossary, 239244 Goals achieving, 127 personal business, 2021, 126127 profit, 2324 qualitative/quantitative, 127 reassessing, 125127
Index target, 1820, 73 Marketing plan, 137144 outline, 154155 questions summary, 153154 samples, 157170 summary, 143144 Mission statement, 45 examples of effective, 56 worksheet, 5 Motivations, buyer, 33 Moving averages, 22 Problems, addressing and solving, 25, 124125 Product and services variables, 138 and strategy grid, 41 application worksheet, 36 benefits, 31 comparison form, 34 line, 77 portfolio matrix, 40 valuing your, 74 Products and services, 2943 advantages/disadvantages of, 32 and market list, 20 applications, 31 benefits, 31, 37 comparisons, 32, 3435 expanding current, 32 life cycle, 3031, 32 list of current, 31 major impact on overhead and profit, 39 markets, 34 new applications for, 3536 new objectives for, 4041 niche markets for, 35 purpose, 31 right mix of, 32 specialized, 35 summary of goals, 42 winners and losers, 39 Profit goals, 2324 Project analysis, 50 Promotion, 103122, 138 audit, 105 budget, 108109 equals time + money, 108 goals, 110 miscellaneous, 130 objectives, 109111 questions, 116118 selecting a pro, 117118 smorgasbord, 113114, 129130 summary, 115 Promotional pyramid, 106 Promotions, mix, 138 Prospects, determine best, 5658 Public relations, 129
247
N
New product/services objectives, 4041 Niche, dominating market, 35, 97
O
Objectives summarizing personal and business, 131 vs. goals, 1315 Opportunities, external, 98, 100101
P
Personalizing, 11 PEST (political, economic, sociocultural, technological) analysis, 6 Positioning, 13 Preliminary marketing, sales and profit goals, 24 Price, 7180, 138 edge, 81 elasticity, 72 establishing, 7172 flexibility, 77 ranges, 73, 76 setting, 7180 variable, 138 Pricing checklist, 79 considerations, 78 economy, 72 factors, 73 full-cost, 77, 80 lack of courage in, 38 objectives, 72, 86 policies, 72, 86 strategies, 7180 Pro-Net, 49 Problem solving worksheet, 125
248
Q
Quick comparison, 6667 Quick strategic marketing plan, 115
R
Referrals, 84 Regional hubs, 84 Regression analyses, 22 Repackaging products and services, 3536, 40 Repositioning products and services, 3536, 40. See also Products and services Resources, 233238
S
Sales belly-to-belly, 85 follow-up, 87 practices, 8488 projections, 2224 promotions, 130 summary, 88 training, 88 Search engines, small business, 49. See also Internet Segmentation, 13 analysis, 51, 52, 53 market, 4756 Selling channels, 138 defining product/service you are, 1718 experienced, 29 one-on-one, 130 Services. See Products and services Short-range objectives, 1315 Simplifying, 11 Site evaluation, 83 Skimming, 72 Small Business Administrations location studies, 82 SCORE and SBDC Programs, 2 Web site, 49 SMART (specific, measurable, attainable, realistic, timed) goals and objectives, 13 Social responsibility, 13 Specializing, 11 Strategic goals, 12
marketing, 116, 123135 marketing summary, 135 marketing variables, 138, 140 planning checklist, 133135 Strategy choosing simplest, 131 current, 128 defined, 127 key, 11 picking an initial, 4 reassessing, 11, 127128 Strengths and weaknesses, 89101 building on, 1112, 100 SWOT (strengths, weaknesses, opportunities, threats) analysis, 612, 123 employees acceptance of, 97 summary, 10, 24
T
Tactics, defined, 127 Target marketing, 1820 Telemarketing, 130 Traffic flow, 82, 83 Training, sales, 88
U
Unique Selling Proposition (USP), 3739
V
VALS (Value and Lifestyle Study), 50 Values, selling, 29
W
Wanting things, basis for, 33 Weaknesses, 9899 addressing, 2425 and strengths, 89101 building on, 1112 Web site creating, 148149 maintaining/refreshing, 150 publicizing, 150 recommendations, 147, 150 testing, 149150 Wireless application protocol (WAP), 146 Word-of-mouth sales, 84 Worksheets, blank samples, 171231

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