Shell Helix Quick Oil Change Facility
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Methods in Business Research
HELIX QUICK OIL CHANGE FACILITY
1
SHELL PAKISTAN • The Shell enjoys over 100 years brand equity in the subcontinent, dating back to 1899 • In 1970, when 51% of the shareholding was transferred to Pakistani investors, the name of the company was changed to Pakistan Burmah Shell (PBS) Limited. • The years 2001-2 have seen the Shell Petroleum Company successively increasing its share, with the Group now having a 76% stake in Shell Pakistan Ltd (SPL)- an expression of confidence in Pakistan Oil Market and Industry.
2
PRODUCT: SHELL HELIX QUICK OIL CHANGE FACILITY • Shell was pioneer in introducing the concept of Quick Oil Change on its forecourts. • The value proposition for consumer was quick and convenient engine oil change under a purpose built structure. This offer was free with every oil pack purchased from the forecourt. • This facility is the primary driver of Helix sales in the retail forecourt channel.
3
PROBLEM BACKGROUND • In order to keep pace with its customer needs, Shell has been gaining customer feedback through a nation wide motorist tracking study, which is on going process. • The nationwide study being broad based does not offer clear-cut focused insights on Shell Helix Quick Oil change consumers • The company therefore desires a usage and attitude research for the specific segment. 4
MANAGEMENT PROBLEM STATEMENT To gain consumer insights specifically for Shell Helix Oil Change Consumers and use them for increasing usage of the facility and sales of the product.
5
RESEARCH PROBLEM STATEMENT The core of the research is to gain a deep insight into the motorists needs, attitudes, and usage behavior towards Helix quick oil change service.
6
RESEARCH OBJECTIVES 1.
To determine the demographic profile of the customers and their behavior and attitudinal pattern towards oil change.
2.
To determine the motorists perception of Shell Helix quick oil change service.
3.
To determine the usage pattern for the product and service facility.
4.
To measure loyalty for Shell Helix Quick Oil Change and site loyalty. 7
TYPE OF STUDY • Research is primarily a descriptive study • The aim of research is to gain insights about the needs, attitudes and usage patterns for the customers of this facility. •
The exploratory study using 20 in individual interviews and One Focus group discussion was used to develop a survey questionnaire.
• Core Study was focused on Usage and attitude (U&A) behaviors influencing the Research objectives
8
EXPLORATORY FINDINGS •
Segmentation
•
Psychographic Variables: – Trouble avoider: “So that the car doesn’t stop in the middle of the road.” – Performance-Oriented: “I Better performance.” – Perfectionist: “I want to see my car in a good condition.”
9
EXPLORATORY FINDINGS •
Demographic Variables:
•
Car Type
•
Area Of Residence
•
Age Group
10
Research Hypothesis/Assumptions • Using findings from the exploratory research, the core research was used to analyze the multivariate factors and assumptions influencing consumer attitude and behavior :– Convenience is the most important attribute in consumer’s choice of using Shell Quick Oil Change Facility. – The primary decision influencer for using the Quick Oil Change facility is personal experience of the user – Shell Quick oil Change Service is preferred over its rival brands. – Shell Quick Oil Change Facility is better than the service offered at other pumps and over conventional methods. – The value proposition for Shell Helix Quick Oil Change is one-stop oil purchase and oil-change.
11
SAMPLE DESIGN • Stratified Probability Sampling • Target Population: Car owners and drivers who are Helix Quick Oil Change Consumers, at the facility falling in any age group and income bracket • The total sample respondents.
space
consisted
of
200
12
Questionnaire Design Questionnaire was developed keeping in mind: – Questions to be as short as possible and easy to answer – Language used was simple and conversational and was translated into in to Urdu from English – Closed-ended to make it easy for the respondent to answer – Convenient to analyze the data 13
Few examples of Empirical Analysis
Demographics
14
CAR OWNERSHIP 73% of all the respondents were car owners. Identity of the repondent Car Owner Car Driver
27% 73%
15
Car Ownership/Location •
Central Karachi accounts for 34% of respondents.
•
The drivers segment have their highest frequencies with Marine Drive.
Marine Drive Askari Drivers
Popular Sunset Bolevard Best Way Malik P/S
Owner
Shamim P/S Central Service 0
5
10
15
20
25
30
35
Safari
16
Age Segment
12%
8%
8% 18-25 26-40 41-50 51-60 above 60
23% 49%
17
Age against Respondents Identity Amongst the leading majority in the age group segment, we observe that 68% are car owners. The respondents in the segment 60 or more age segment, were all owners. Picture 10
18
Other Demographics • Which car uses which lubricant • Frequency and time • Area of Residence
19
Psychographics
20
Reasons for Oil Change Reasons for Oil change
60
Percent
50
40
30
20
10
0 Car doesn't stop in the middle of the road
Better car performance
I want my car to be in good condition
Reasons for Oil change
21
Reasons for Oil Change •
Car drivers, as opposed to owners contributed almost 50% to being trouble avoiders in their oilchange practices.
• Standard car owners were predominantly troubleavoiders and not pro-active. • Age group 26-40 contributed the largest number of total respondents and hence the highest percentage in all psychographic segments. 22
BEHAVIORAL & ATTITUDNAL PATTERN • The most preferred facility of the respondents pertaining to oil change was the petrol pumps with almost 94% of the sample responding in favor of it.
23
Factors influencing the use of different oil change facilities
Petrol Pump % of Total Spare Parts Shop % of Total Mechanic's Workshop % of Total Company's Workshop % of Total
Br an d
In di ffe Be re nc tte e rO il Q ua lity Be tte rS er vic e Be tte rP ric e Co nv en ie nc e
60 50 40 30 20 10 0
24
METHOD PREFERENCE VARIABLES DIFFERENTIATING HELIX QUICK OIL CHANGE FROM TRADITIONAL OIL CHANGE 150 Frequency
100 50 0
Automated Service
Trustworthy Good for the Clean Service Faster Service Car
25
Brand Perception
5 4 3 Mean 2 1 0
Service Quickness Oil and Petrol Free Service Shell Loyalty Automated Satisfaction Availability Service
Professional Helix Attendants Availability
26
VALUE OF HELIX OIL-CHANGE & SHELL HELIX AVAILABILITY
70 60 50 40 Percentage 30 20 10 0
BuyShell Helix from the siteanyway BuyShell Helix from any other workshop/ spare parts shop Go to another Shell station
Helix Availability
Buysomeother oil brand
27
COMPARATIVE RATING FOR SHELL HELIX OIL-CHANGE • The comparative perception of Shell Helix Quick Oil Change seems to be very highly rated. • 80.3% of the respondents feel that the Helix Quick Oil Change is either better or much better than other oil change facilities. HELIX QUICK OIL CHANGE COMPARISON WITH OTHER BRANDS 100 80 60 Percentage 40 20 0
Percent
Much Better Same as Worse Much Total better than others than worse than others others than others others 28
Brand Loyalty •
91.1% said that Shell Helix Quick Oil Change Facility was the most preferred.
•
When comparing the brand loyalty of the respondents with the engine oil used, it was interesting to note that 40% of the respondents who preferred Caltex Havoline, actually preferred the facility at Shell.
•
98% of the respondents who preferred Shell Helix oil, actually preferred the facility also. Most Preferred Brand Facility Didn't have to answer Shell Helix Caltex Havoline PSO Castrol Total Quartz Other
29
Some others • Car ownership and Comparative perception • Oil brand Users and Helix Oil Change Preferences • Value attached to Helix Oil Change • Site Loyalty
30
Hypothesis/Assumption Findings • Convenience is the most important attribute in consumer’s choice of using Shell Quick Oil Change Facility.- ACCEPT 60 50 40 30 20 10 0
Petrol Pump % of Total
ric
e et te rP
B
er vi c
e C on ve ni en ce
B
et te rS
ua lit y il Q
et te rO
Mechanic's Workshop % of Total Company's Workshop % of Total
B
B
ra nd
In di ffe re n
ce
Spare Parts Shop % of Total
31
Hypothesis/Assumption Findings • The primary decision influencer for using the Quick Oil Change facility is personal experience of the user.- ACCEPT Percent
$DecisionInfluencers(a)
Other Reasons
Oil Color/ Viscosity
Personal Experience
Mechanics Advice
Percent Instructions on Oil Pack
40 35 30 25 20 15 10 5 0
32
Hypothesis/Assumption Findings • Shell Quick oil Change Service is preferred over its rival brands- ACCEPT HELIX QUICK OIL CHANGE COMPARISON WITH OTHER BRANDS 100 80 60 Percentage 40 20 0
Percent
Much Better Same as Worse Much Total better than others than worse than others others than others others 33
Hypothesis/Assumption Findings • Shell Quick Oil Change Facility is better than the service offered at other pumps and over conventional methods. -ACCEPT VARIABLES DIFFERENTIATING HELIX QUICK OIL CHANGE FROM TRADITIONAL OIL CHANGE 150 Frequency
100 50 0
Automated Service
Trustworthy Good for the Clean Service Faster Service Car
34
Hypothesis/Assumption Findings • The value proposition for Shell Helix Quick Oil Change is one-stop oil purchase and oil-change.ACCEPT IMPORTANCE ATTACHED TO HELIX OIL CHANGE ATTRIBUTESDEVIATION FROM THE MEAN Helix Availability Professional Attendants Automated Service Shell Loyalty Free Service Oil and Petrol Availability Quickness Service Satisfaction 0
0.2
0.4
0.6
0.8
1
1.2
1.4
Standard Deviation
35
CONSUMER PROFILES •
NORTH
•
Age group: 26-40 years
•
Petrol Pump: Shamim Petroleum Service
•
Identity: Car Owner
•
Car Type: Compact
•
Lubricant: Yellow
•
Decision Influencer: Oil Color/ Viscosity
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every month
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
36
CONSUMER PROFILES •
EAST
•
Age group: 26-40 years
•
Petrol Pump: Popular Service Station
•
Identity: Car Owner
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Oil Color/ Viscosity
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every two months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
37
CONSUMER PROFILES •
WEST
•
Age group: 26-40 years
•
Petrol Pump: popular Service Station
•
Identity: Car Driver
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: After three months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 3000 km or more
38
CONSUMER PROFILES •
SOUTH
•
Age group: 26-40 years
•
Petrol Pump: Marine Drive
•
Identity: Car Owner
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every two months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Performance Oriented
Kilometer: 3000 km or more
39
CONSUMER PROFILES •
CENTRAL
•
Age group: 26-40 years
•
Petrol Pump: Askari Service Station
•
Identity: Car Owner
•
Car Type: Compact
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every month
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
40
Recommendations • Advertising and Marketing Efforts • Capacity Utilization • Consumer Awareness • Justifying Price & Inducing Incentives • Facility Placement
41
THANK YOU! QUESTIONS / COMMENTS
42
HELIX QUICK OIL CHANGE FACILITY
1
SHELL PAKISTAN • The Shell enjoys over 100 years brand equity in the subcontinent, dating back to 1899 • In 1970, when 51% of the shareholding was transferred to Pakistani investors, the name of the company was changed to Pakistan Burmah Shell (PBS) Limited. • The years 2001-2 have seen the Shell Petroleum Company successively increasing its share, with the Group now having a 76% stake in Shell Pakistan Ltd (SPL)- an expression of confidence in Pakistan Oil Market and Industry.
2
PRODUCT: SHELL HELIX QUICK OIL CHANGE FACILITY • Shell was pioneer in introducing the concept of Quick Oil Change on its forecourts. • The value proposition for consumer was quick and convenient engine oil change under a purpose built structure. This offer was free with every oil pack purchased from the forecourt. • This facility is the primary driver of Helix sales in the retail forecourt channel.
3
PROBLEM BACKGROUND • In order to keep pace with its customer needs, Shell has been gaining customer feedback through a nation wide motorist tracking study, which is on going process. • The nationwide study being broad based does not offer clear-cut focused insights on Shell Helix Quick Oil change consumers • The company therefore desires a usage and attitude research for the specific segment. 4
MANAGEMENT PROBLEM STATEMENT To gain consumer insights specifically for Shell Helix Oil Change Consumers and use them for increasing usage of the facility and sales of the product.
5
RESEARCH PROBLEM STATEMENT The core of the research is to gain a deep insight into the motorists needs, attitudes, and usage behavior towards Helix quick oil change service.
6
RESEARCH OBJECTIVES 1.
To determine the demographic profile of the customers and their behavior and attitudinal pattern towards oil change.
2.
To determine the motorists perception of Shell Helix quick oil change service.
3.
To determine the usage pattern for the product and service facility.
4.
To measure loyalty for Shell Helix Quick Oil Change and site loyalty. 7
TYPE OF STUDY • Research is primarily a descriptive study • The aim of research is to gain insights about the needs, attitudes and usage patterns for the customers of this facility. •
The exploratory study using 20 in individual interviews and One Focus group discussion was used to develop a survey questionnaire.
• Core Study was focused on Usage and attitude (U&A) behaviors influencing the Research objectives
8
EXPLORATORY FINDINGS •
Segmentation
•
Psychographic Variables: – Trouble avoider: “So that the car doesn’t stop in the middle of the road.” – Performance-Oriented: “I Better performance.” – Perfectionist: “I want to see my car in a good condition.”
9
EXPLORATORY FINDINGS •
Demographic Variables:
•
Car Type
•
Area Of Residence
•
Age Group
10
Research Hypothesis/Assumptions • Using findings from the exploratory research, the core research was used to analyze the multivariate factors and assumptions influencing consumer attitude and behavior :– Convenience is the most important attribute in consumer’s choice of using Shell Quick Oil Change Facility. – The primary decision influencer for using the Quick Oil Change facility is personal experience of the user – Shell Quick oil Change Service is preferred over its rival brands. – Shell Quick Oil Change Facility is better than the service offered at other pumps and over conventional methods. – The value proposition for Shell Helix Quick Oil Change is one-stop oil purchase and oil-change.
11
SAMPLE DESIGN • Stratified Probability Sampling • Target Population: Car owners and drivers who are Helix Quick Oil Change Consumers, at the facility falling in any age group and income bracket • The total sample respondents.
space
consisted
of
200
12
Questionnaire Design Questionnaire was developed keeping in mind: – Questions to be as short as possible and easy to answer – Language used was simple and conversational and was translated into in to Urdu from English – Closed-ended to make it easy for the respondent to answer – Convenient to analyze the data 13
Few examples of Empirical Analysis
Demographics
14
CAR OWNERSHIP 73% of all the respondents were car owners. Identity of the repondent Car Owner Car Driver
27% 73%
15
Car Ownership/Location •
Central Karachi accounts for 34% of respondents.
•
The drivers segment have their highest frequencies with Marine Drive.
Marine Drive Askari Drivers
Popular Sunset Bolevard Best Way Malik P/S
Owner
Shamim P/S Central Service 0
5
10
15
20
25
30
35
Safari
16
Age Segment
12%
8%
8% 18-25 26-40 41-50 51-60 above 60
23% 49%
17
Age against Respondents Identity Amongst the leading majority in the age group segment, we observe that 68% are car owners. The respondents in the segment 60 or more age segment, were all owners. Picture 10
18
Other Demographics • Which car uses which lubricant • Frequency and time • Area of Residence
19
Psychographics
20
Reasons for Oil Change Reasons for Oil change
60
Percent
50
40
30
20
10
0 Car doesn't stop in the middle of the road
Better car performance
I want my car to be in good condition
Reasons for Oil change
21
Reasons for Oil Change •
Car drivers, as opposed to owners contributed almost 50% to being trouble avoiders in their oilchange practices.
• Standard car owners were predominantly troubleavoiders and not pro-active. • Age group 26-40 contributed the largest number of total respondents and hence the highest percentage in all psychographic segments. 22
BEHAVIORAL & ATTITUDNAL PATTERN • The most preferred facility of the respondents pertaining to oil change was the petrol pumps with almost 94% of the sample responding in favor of it.
23
Factors influencing the use of different oil change facilities
Petrol Pump % of Total Spare Parts Shop % of Total Mechanic's Workshop % of Total Company's Workshop % of Total
Br an d
In di ffe Be re nc tte e rO il Q ua lity Be tte rS er vic e Be tte rP ric e Co nv en ie nc e
60 50 40 30 20 10 0
24
METHOD PREFERENCE VARIABLES DIFFERENTIATING HELIX QUICK OIL CHANGE FROM TRADITIONAL OIL CHANGE 150 Frequency
100 50 0
Automated Service
Trustworthy Good for the Clean Service Faster Service Car
25
Brand Perception
5 4 3 Mean 2 1 0
Service Quickness Oil and Petrol Free Service Shell Loyalty Automated Satisfaction Availability Service
Professional Helix Attendants Availability
26
VALUE OF HELIX OIL-CHANGE & SHELL HELIX AVAILABILITY
70 60 50 40 Percentage 30 20 10 0
BuyShell Helix from the siteanyway BuyShell Helix from any other workshop/ spare parts shop Go to another Shell station
Helix Availability
Buysomeother oil brand
27
COMPARATIVE RATING FOR SHELL HELIX OIL-CHANGE • The comparative perception of Shell Helix Quick Oil Change seems to be very highly rated. • 80.3% of the respondents feel that the Helix Quick Oil Change is either better or much better than other oil change facilities. HELIX QUICK OIL CHANGE COMPARISON WITH OTHER BRANDS 100 80 60 Percentage 40 20 0
Percent
Much Better Same as Worse Much Total better than others than worse than others others than others others 28
Brand Loyalty •
91.1% said that Shell Helix Quick Oil Change Facility was the most preferred.
•
When comparing the brand loyalty of the respondents with the engine oil used, it was interesting to note that 40% of the respondents who preferred Caltex Havoline, actually preferred the facility at Shell.
•
98% of the respondents who preferred Shell Helix oil, actually preferred the facility also. Most Preferred Brand Facility Didn't have to answer Shell Helix Caltex Havoline PSO Castrol Total Quartz Other
29
Some others • Car ownership and Comparative perception • Oil brand Users and Helix Oil Change Preferences • Value attached to Helix Oil Change • Site Loyalty
30
Hypothesis/Assumption Findings • Convenience is the most important attribute in consumer’s choice of using Shell Quick Oil Change Facility.- ACCEPT 60 50 40 30 20 10 0
Petrol Pump % of Total
ric
e et te rP
B
er vi c
e C on ve ni en ce
B
et te rS
ua lit y il Q
et te rO
Mechanic's Workshop % of Total Company's Workshop % of Total
B
B
ra nd
In di ffe re n
ce
Spare Parts Shop % of Total
31
Hypothesis/Assumption Findings • The primary decision influencer for using the Quick Oil Change facility is personal experience of the user.- ACCEPT Percent
$DecisionInfluencers(a)
Other Reasons
Oil Color/ Viscosity
Personal Experience
Mechanics Advice
Percent Instructions on Oil Pack
40 35 30 25 20 15 10 5 0
32
Hypothesis/Assumption Findings • Shell Quick oil Change Service is preferred over its rival brands- ACCEPT HELIX QUICK OIL CHANGE COMPARISON WITH OTHER BRANDS 100 80 60 Percentage 40 20 0
Percent
Much Better Same as Worse Much Total better than others than worse than others others than others others 33
Hypothesis/Assumption Findings • Shell Quick Oil Change Facility is better than the service offered at other pumps and over conventional methods. -ACCEPT VARIABLES DIFFERENTIATING HELIX QUICK OIL CHANGE FROM TRADITIONAL OIL CHANGE 150 Frequency
100 50 0
Automated Service
Trustworthy Good for the Clean Service Faster Service Car
34
Hypothesis/Assumption Findings • The value proposition for Shell Helix Quick Oil Change is one-stop oil purchase and oil-change.ACCEPT IMPORTANCE ATTACHED TO HELIX OIL CHANGE ATTRIBUTESDEVIATION FROM THE MEAN Helix Availability Professional Attendants Automated Service Shell Loyalty Free Service Oil and Petrol Availability Quickness Service Satisfaction 0
0.2
0.4
0.6
0.8
1
1.2
1.4
Standard Deviation
35
CONSUMER PROFILES •
NORTH
•
Age group: 26-40 years
•
Petrol Pump: Shamim Petroleum Service
•
Identity: Car Owner
•
Car Type: Compact
•
Lubricant: Yellow
•
Decision Influencer: Oil Color/ Viscosity
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every month
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
36
CONSUMER PROFILES •
EAST
•
Age group: 26-40 years
•
Petrol Pump: Popular Service Station
•
Identity: Car Owner
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Oil Color/ Viscosity
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every two months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
37
CONSUMER PROFILES •
WEST
•
Age group: 26-40 years
•
Petrol Pump: popular Service Station
•
Identity: Car Driver
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: After three months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 3000 km or more
38
CONSUMER PROFILES •
SOUTH
•
Age group: 26-40 years
•
Petrol Pump: Marine Drive
•
Identity: Car Owner
•
Car Type: Standard
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every two months
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Performance Oriented
Kilometer: 3000 km or more
39
CONSUMER PROFILES •
CENTRAL
•
Age group: 26-40 years
•
Petrol Pump: Askari Service Station
•
Identity: Car Owner
•
Car Type: Compact
•
Lubricant: Yellow
•
Decision Influencer: Personal Experience
•
Choice of Engine Oil: Shell Helix
•
Frequency of Change
•
Time: Every month
•
Brand Loyalty: Shell Quick Oil Change Facility
•
Preference of Method: Oil Suction Machine
•
Facility Loyalty: Petrol Pump
•
Psychographic Segmentation: Perfectionist
Kilometer: 2000-3000 km
40
Recommendations • Advertising and Marketing Efforts • Capacity Utilization • Consumer Awareness • Justifying Price & Inducing Incentives • Facility Placement
41
THANK YOU! QUESTIONS / COMMENTS
42
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