8/4/2022

Consumer Behavior

- Course Instructor - PROGRAM Bachelors Of Business

Dr Pramod Goyal Administration
Professor – Marketing
SEMESTER 5
COURSE TITLE CONSUMER BEHAVIOUR
COURSE CODE 04BB0509
COURSE CREDITS 04
COURSE DURATION 48 Hours

Unit I (10)
COURSE OBJECTIVES
• To introduce basic concepts of consumer behaviour and their Introduction To Consumer Behavior:
impact on marketing strategy.
• Introduction, Consumer Behaviour - Definition
• To discuss the principal factors that influence consumers as
individuals and decision makers with an application to the • Nature and Scope of Consumer Behaviour
buying decision process.
• STP (Segmenting, Targeting, Positioning)
• To address the importance of subculture and global
consumer culture in Consumer Behavior • Customer Based Brand Equity (CBBE) Model.

1
 8/4/2022

TEXT BOOK: REFERENCE BOOKS:

Sr. No Author/s Name of the Book Publisher

Sr. No Author/s Name of the Publisher Edition R-01 Blackwell and Engel Consumer Behaviour Cengage 10th Ed.
Book
David L. and Consumer R-02 Majumudar Ramanuj Consumer Behaviour PHI 5th Ed.
Della Bitta Tata McGraw Hill 11th Edition
T-01 Behaviour

Development of the Marketing Concept

Henry Ford , Consumer interested/preferred in
The Marketing Concept
Production products availability at lower prices.
Concept (1850-1920)
• Assumes that to be successful, a company must determine the
Product Concept Consumer interested in products that needs and wants of specific target markets and deliver the desired
offers highest quality, more features satisfactions better than the competitors
Consumer is unlikely to buy the products Selling Concept • Marketing objectives:
Unless they are aggressively persuaded to
do so
(1930-1950) • Make what you can sell
Marketing • Focus on buyer’s needs
Concept(1950…)

2
 8/4/2022

Societal Marketing Concept

Marketers adhere to principles of social responsibility in the
marketing of their goods and services; that is, they must
endeavor to satisfy the needs and wants of their target markets
in ways that preserve and enhance the well-being of consumers
and society as a whole.

Holistic Marketing concept…

Meaning & Importance of CB, Nature & Scope What is consumer Behaviour ?
The study of the processes involved
when individuals or groups select,
purchase, use, or dispose of products,
• “There is only one boss – the customer. And he can fire services, ideas, or experiences to
everyone from the Chairman down” satisfy needs and desires
-(Solomon,2006)
Sam Walton, Founder, WalMart Stores • Professor -St Joseph's University, and
University of Manchester, UK

3
 8/4/2022

What is Consumer Behaviour ? What is consumer Behaviour ?

• “Schiffman & Kanuk define consumer Behaviour as: "The behavior • In other words, the study of consumer behaviour
that consumers display in searching for, purchasing, using, evaluating, and answers the following questions about the
disposing of products, services, and ideas."
consumers– what they buy, why they buy it, how
they buy it, when they buy it, where they buy it and
• Leon Schiffman, St. John's University, NY
how often they buy it.
• Leslie Lazar Kanuk, CUNY-Baruch College, NY

Nature of CB
• Consumer behavior is always changing – just
think of how consumers spent their time online
Consumer buying behaviour 5 years ago, compared to their habits today
Is the buying behaviour of the final consumer • And with new advances in personal technology
(i.e. moving from iTunes and music downloads
to Spotify and music streaming), it’s becoming
increasingly important for marketers and
advertisers to understand where and how
consumers spend their time.

4
 8/4/2022

Who is a Consumer Personal Consumer

• A consumer is a person or an organizational unit The individual who buys goods and services for his
that plays a role in the consumption of a or her own use, for household use, for the use of a
transaction with the marketer or an entity. family member, or for a friend.

Organizational Consumer Consumer buying roles

A business, government agency, or other institution • Buying roles refer to the activities that one or more
(profit or nonprofit) that buys the goods, services, person(s) might perform in a buying decision. Six buying
and/or equipment necessary for the organization to roles can be distinguished:
function.

5
 8/4/2022

1. Initiator: the person who first suggests or thinks of the

idea of buying the particular product or service
• The person who decides to start the buying process.

E.g. The teenage son may have suggested buying a new car.

2. Influencer: a person whose views influence other 3. Decider: the person who ultimately determines any part of
members of the buying center in making the final decision or the entire buying decision-whether to buy, what to buy, how
to buy, or where to buy;
• the person who tries to convince others that they need • the person who makes the final decision to purchase.
the product.
e.g. The husband might choose the make.
e.g. A friend might advise the family on the kind of car to The wife might have definite desires regarding the car’s size and
buy. interior.

6
 8/4/2022

4. Buyer: the person who handles the paperwork of the actual 5. User: the person(s) who consumes or uses the
purchase
product or service
• the person who is going to pay
e.g. The wife might use the car more often than her
husband.
e.g. The husband might make a financial offer.

• Gatekeeper: the person(s) who controls information or

access, or both, to decision makers and influencers.
• This is where the government comes into action, e.g. FSSAI….

American Marketing Association, AMA Dictionary.

7
 8/4/2022

Class Exercise 10 minute

• A company needs to identify these roles because they have implications
for designing the product, determining messages, and allocating the
promotional budget.
Think of any one product
• If the husband decides on the car make then the auto company will
which you have recently
direct advertising to reach husbands.
purchased, Use the Consumer
buying role approach, • The auto company might design certain car features to please the wife.
& present before the class • Knowing the main participants and their roles helps the marketer fine-
tune the marketing program.

Why Consumer Behaviour ?

• It helps the marketer understand and predict the consumption patterns and
consumption behaviors of people.
• It helps them gain insights as to why a consumer behaves differently to
another consumer; as well as, why a consumer behaves differently in different
times and buying situations.
• The study helps them understand the internal (individual determinants) and
external (environmental factors) forces that impel people to act out different
consumption patterns and behaviors.

8
 8/4/2022

Consumer Behaviour
• It deals with understanding consumption patterns and behaviour. Important changes in the nature of the modern consumers
• It answers the following questions:
• ‘What’ the consumers buy: Goods & Services • Movement from collectivism to individualism
• ‘Why’ they buy it: Needs & Wants • Trade up and trade down and value vaulters
• ‘When’ do they buy it: Time: Day, week, month, year, occasions, etc
• Focus on health and fitness
• ‘Where’ they buy it: Place
• Increased consumer assertiveness
• ‘How often they buy’ it: Time interval
• ‘How often they use’ it: Frequency of use
• Boom in online shopping
• ‘Who’ influences him to buy it: Buying Roles

THE INTERDISCIPLINARY NATURE OF CONSUMER

Characteristics of Indian Consumers BEHAVIOR:
• India is a huge country with 28 states, over one billion population and several • Psychology: Study of the human mind and the mental
languages.
factors that affect Behaviour. viz., consumer perception,
• The Indians consist of diverse segments of consumers, depending on the
various social classes, place of inhabitancy, caste, race, and various other
learning and memory, attitude, self-concept and
spectra. personality, motivation and involvement, attitudes and
• The Indian consumers have a towering scale of value orientation, which attitudinal change and, decision making.
projects them as one of the most sensitive consumers in the world.
• Indian consumers have high degree of family orientation.

9
 8/4/2022

Sociology
Social psychology
• This includes the study of groups as well as the group • This includes the study of how an individual operates in
dynamics in buying behavior group/groups and its effects on buying behavior
• Sociology looks at the ways entire groups function • Social psychology is the study of how individuals relate to
within society. and try to function within broader society
• E.g. family influences, lifestyles and values, and social group • E.g. reference groups and social class influences.
influences.
Group dynamics involves the influence of personality, power, and
behaviour on the group process.

Anthropology
Economics
• This is the influence of society on the individual • This is the study of income and purchasing power, and its impact
on consumer behavior.
• viz., cultural and cross-cultural issues in buying behavior,
national and regional cultures etc. • The underlying premise is that consumers make rational choices
while making purchase decisions. While resources are limited and
needs and wants many, consumers collect information, and
evaluate the various alternatives to finally make a rational decision.

10
 8/4/2022

What Influences
Consumer Behavior? Personal factors
Personal Factors
• Age and life cycle stage - change in requirements of the people
over their life time (family life cycle stage)
Social Factors
• Occupation –blue collar and white collar
• Economic situation-person’s economic situation
• Lifestyle-pattern of living ,spending pattern
• Personality and self concept - the unique psychological
Cultural Factors characteristics that lead to relatively consistent and lasting
responses to one’s own environment

Culture - the set of basic values, perceptions, wants, and

Social factors behaviors learned by a member of society from family and
other important institutions
• Reference group-the group in the society whom you • Values in India: • Values in USA:
consult before taking a purchase decision It Includes • Respect & care for elders • Achievement & Success
• Opinion leader, friends, and colleagues • Honesty & Integrity • Efficiency & Practicality
• Family - strong influencer of buyer behaviour • Hard work • Progress
• Roles and status - person’s position in the society and his role in the • Achievement & Success
society.
• Material Comfort
• Humanitarianism
• Individualism
• Sacrifice
• Freedom

11
 8/4/2022

Lifestyle Influences
• Sub culture - a group of people with shared value systems Multi-tasking
based on common life experiences and situations
• Social class - relatively permanent and ordered divisions Time-starved
in a society whose members share similar values, interests,
and behaviors e.g. Upper Class, Middle Class, Lower Class Money-constrained

•Segmentation

12
 8/4/2022

What is Market ?
A market is a place where two parties,
usually buyers and sellers, can gather to
facilitate the exchange of goods and
services.

• Markets are Heterogeneous;

• Segmentation divides them into Homogeneous Sub-Units

It is the Consumer who are Segmented, Not Product,

nor Price
Market is about people who consume the product,
not about the product that’s gets consumed

13
 8/4/2022

Example of market segmentation?

For the youth /the
Titan Watches outdoor lovers:
Arrives in three broad
• The Rich Segments
• The Middle • Facilitates Right Choice of Target Market
• The Lower
For the Gold
• Facilitates Effective Tapping of the Chosen
For Designer
lovers: Segment Market
For Children Segment
Raga
• Makes the Marketing Effort More Efficient and
Economic

• A market/ consumer population for a product can be

segmented using several relevant bases. The major ones
include:

14
 8/4/2022

Segmentation of consumers based on factors like continents/ country, region,

state, district, and urban/rural area, constitutes geographic segmentation

Marketers, who operate globally, often segment the market segments the market
by continents/country/region in the first instance and then go for segmentation
on other bases.

National markets within a country like India, often segment the market by
region, state, district, and urban/rural area, in the first instance, and then go for
segmentation on other bases.

Demographical segmentation
Age: Based on age on can have the 1) Infants 2) Child/Teen Market 3) Youth
Market 4) Middle Aged Market 5)Elders Market

Genders: On the basis of gender, the consumer market may be classified into
male market and female market.

Social Class: Company designs their products and services for particular social
classes. There are three social classes:
1 Upper classes 2. Middle classes 3. Lower class

15
 8/4/2022

Culture and social factor are the two main bases of segmentation
here. Example:
Culture: Culture influence consumer behavior deeply. A given culture brings Zee Televisions deals with a variety of channels regional channels, sports
in its own unique pattern of social conduct. A person usually acquires his channels, and movie channels.
cultural attributes right in his childhood. Culture includes religion, caste,
tradition, language, and pattern of social behavior.

Social Factor: Social group of varying types exerts influence on the

consumer. Social groups include family, peer groups, and close colleges.
They adopt their common lifestyle.

McDonald has veg burger for vegetarian and nonveg

burger for non vegetarian

16
 8/4/2022

• Psychographic Segmentation groups customers according to their life-style

and buying psychology.
• Many businesses offer products based on the attitudes, beliefs, and emotions
of their target market
• The desire for status, enhanced appearance, and more money are examples of
psychographic variables.
• In psychographic segmentation, elements like lifestyle, attitude, self-concept,
and value system, form the base.
• A person’s pattern of interests, opinions and activities combine to represent his
or her lifestyle.

Advantages of Segmentation
Such behavioral variables are discussed below

•Occasions :(Marriages, festival occasions) • Helps distinguish one customer group from another within a given market
•Benefits sought : (Colgate- White teeth stops bad breath, Cibaca Provides • Facilitates proper choice of the target market.
Therapeutic benefits, Vicco vajradanthi and neem gives ayurvedic benefit) • Facilitates effective tapping of the market.
• Helps divide the markets and conquer them.
•Usage rate: (Light, Medium, and heavy user segments) • Helps crystallize the needs of the target buyers
• Makes the marketing effort more efficient and economic
•Attitude: Customers are divided into five groups(Enthusiastic, Positive, • Brings benefits not only to the marketer but also to the customer as well.
Indifferent, Negative, and Hostile)

17
 8/4/2022

1.Measurable

• Characteristics for good segmentation • The size and purchasing power profiles of your market
should be measurable, meaning there is quantifiable data
available about it.

2. Accessible
3. Substantiality

• Accessibility means that customers and consumers are • It should be large enough and profitable.
easily reached at an affordable cost. This helps determine
how certain ads can reach different target markets and
how to make ads more profitable. • It’s usually not cost-effective to target small segments —
a segment, therefore, must be large enough to be
potentially profitable.

18
 8/4/2022

4. Differentiable
5. Actionability

• The people (or organizations, in B2B marketing) in a It should be compatible with the manpower,
segment should have similar needs that are clearly financial and managerial resources
different from the needs of other people in other
segments.
To be able to provide products or services to your
segments.

6 Stable
• In order for a marketing effort to be successful, a segment should
be stable enough for a long enough period of time to be marketed
strategically.
• For example, lifestyle is often used as a way to segment. But
research has found that, internationally, lifestyle is dynamic and
constantly evolving. Thus, segmenting based on that variable
globally might not be wise.

19
 8/4/2022

A target market is the market or market

segments that form the focus of the firm’s
marketing efforts.

Once segments have been identified

decisions about how many and which
customer groups to target must be made.

1. Undifferentiated Marketing All customers in the market have similar needs and want
Often referred to as mass marketing, the and can therefore be satisfied with a single marketing mix
– that is, a standard product or service, similar price
undifferentiated strategy basically ignores the levels, one method of distribution, and a promotional mix
differences between market segments and treats the that is directed at everyone.
entire market as one, single target. Fundamentally, there •IKEA are as popular offline as they are online. To put it into
is no targeting at all. Everyone is a potential customer perspective; In 2021, IKEA saw 987 million store visits and 3.5 billion
web visits. Wow. It’s impressive, but overall, it’s not too surprising as
the home-goods giant has the right price and product for almost every
consumer. Example: Gasoline, White bread, Soft Drinks, etc.

20
 8/4/2022

Advantages of UndifferentiatedApproach Differentiated Approach

•Production cost per unit are low on account of having one •A sales growth strategy in which several
production run for homogeneous product. market niches or population segments are
•Higher potentials of sales volume and efficiency of scale in a
targeted with different products for each niche
much larger market
or segment.
•Marketing research cost and advertising cost are relatively
low

POSITIONING Product positioning is the process of deciding and

communicating how you want your market to think and feel

STRATEGY about your product.

Successful product positioning requires your team to articulate:

How your product can solve your customer's problem.
Why it is a better solution than its competitors?

21
 8/4/2022

Executives Safer to use

Over fifties disposable
User category By benefits
Frequent travelers
Etc.
Image enhancing
Indian Family on
Etc.
Scooter
Product
Position
On holidays reliability
At parties uniqueness
At work performance
By occasions By features
Etc. Etc.

• Cheaper than the existing product offering The positioning concept may be functional, symbolic, or experiential.
• More economical than the existing product offering
• Both are cheaper and more economical, plus offer more • The functional concepts is relevant to products designed to solve
consumption-related problems for externally generated consumption
features than the existing product. needs. Toothpaste aiming to prevent cavities and banks offering
• Product features – such as the low calory content of some convenient services fall into this category.
foods • The symbolic concept relates to the buyer’s internally generated need for
• Product benefits – e.g. a particular model of car being the most self–enhancement, role position, group membership, or ego satisfaction.
economical way to get to work by car Cosmetics relating to lifestyle, and clothes stressing image or
appropriateness of occasion, are examples of this
• Associating the product with a use or application
• – e.g. the chocolate you have on special occasions • The experiential concept is used to position products that provide
sensory pleasure, variety, or cognitive stimulation. Documentary films and
• User category – associating the product with a user or class of books are examples of this.
user – e.g. the car for the business executive

22
8/4/2022

23
 8/4/2022

1. 3.
2.
Define the Specify customers’
Decide which
segments in a key purchasing
segments to target
particular market consideration

5.
4. Develop brand 6.
Evaluate positioning
to meet by Select image to set
images of competing
purchasing brand apart from
products in targeted
considerations competing products
segments

7.
Communicate image
to target customers
with appropriate
marketing mix

1. Coca-Cola Repositioning
When it is about product positioning example then Coca-Cola is
a pioneer. A very successful example, it is no wonder that the
company has been able to survive for more than 125 years. The
brand has always tried to bring out the value of happiness,
friendship, joy, and sharing to position itself in the market. This
has helped to promote engagement in consumers and in turn
encouraged them to share happy experiences and moments.

24
 8/4/2022

Customer-based brand equity (CBBE) is used to show how a brand’s

success can be directly attributed to customers’ attitudes towards that brand

How to Develop a Brand Strategy?

1. The concept behind the Brand Equity Model is
simple: in order to build a strong brand, you must
1. Great brand is not an accident. shape how customers think and feel about your
2. They are a result of thoughtful and imaginative product.
planning.
3. Anyone building or managing a brand must carefully 2. You have to build the right type of experiences
develop and implement creative brand strategies. around your brand so that customers have specific,
positive thoughts, feelings, beliefs, opinions, and
perceptions about it.

25
 8/4/2022

The best-known CBBE model is the Keller Model, devised

by Professor of Marketing Kevin Lane Keller and
published in his book Strategic Brand Management.

• The Keller model is a pyramid shape and

• shows businesses how to build from a strong
foundation of brand identity upwards towards the holy
grail of brand equity ‘resonance’:
• where customers are in a sufficiently positive
relationship with a brand to be advocates for it.

Brand identity is the visible elements of a

brand, such as color, design, and logo that
identify and distinguish the brand in
consumers' minds

26
 8/4/2022

Level 1: Brand Identity (who are you?)

• This is how customers look at your brand and distinguish it from
others.
• It explores the words and images buyers associate with when they
hear a particular brand name.
• It’s the most important level and must be strong to support the rest
of the pyramid above it.
• Brand identity quantifies the breadth and depth of customer
The taste of a new generation. awareness of a brand.
• Start to build it when customers are unaware of your products and
values, attracting them with ad campaigns and targeted marketing.

•Brand performance: This covers product functionality,

Level 2: Brand Meaning (what are you?) reliability, durability, and price as well as customer service and
• Once customers become aware of your brand, they’ll want satisfaction.
to know more about your product.
"Performance" defines how well your product meets your customers'
• They’ll question its features, looks and style, reliability, needs. According to the model, the performance consists of five
durability, customer experience and value for money, to find categories: primary characteristics and features; product
its brand meaning. For the purposes of brand reputation, reliability, durability, and serviceability; service effectiveness,
Level 2 is split into two categories: efficiency, and empathy; style and design; and price.

27
 8/4/2022

•Brand imagery: Example

Level of customer need Example related to home buyers
"Imagery" refers to how well your brand meets your customers' Expected quality I assume it meets all federal, state,
needs on a social and psychological level. and local building codes.
Normal quality—spokens Three-car garage, three bedrooms,
Your brand can meet these needs directly, from a customer's own two baths …
experiences with a product; or indirectly, with targeted marketing, or Normal quality—unspokens I'll know it when I see it!
with word of mouth. Exciting quality Wow – a lifetime warranty on the
roof!

Level 3: Brand Response – What Do I Think, or Feel, About You?

1. A classic example here would be of
“Google” and “Apple”. Both these
• Judgment and feelings can be hard to separate and are intensely
personal for each individual customer. brands have become synonymous with
• One customer may judge the brand as irrelevant to them, whereas search engines and entertainment in
another will find it completely relevant. Another may make their own minds of customers.
value comparison against another product, harshly or fairly.

• Companies need to respond to judgments and build positive feelings

about the brand once they know what they are.
Create an emotional connection with a customer using brand offering and brand
image to generate a response from the customer.

28
 8/4/2022

Customers constantly make judgments about your brand and these First, examine the four categories of judgments (quality, credibility,
fall into four key categories: consideration & Superiority) listed above. Consider the following
1. Quality: Customers judge a product or brand based on its actual questions carefully in relation to these:
and perceived quality. 1. What can you do to improve the actual and perceived quality of
2. Credibility: Customers judge credibility using three dimensions – your product or brand?
expertise (which includes innovation), trustworthiness, and 2. How can you enhance your brand's credibility?
likability. 3. How well does your marketing strategy communicate your
3. Consideration: Customers judge how relevant your product is to brand's relevancy to people's needs?
their unique needs. 4. How does your product or brand compare with those of your
4. Superiority: Customers assess how superior your brand is, competitors?
compared with your competitors' brands.

According to the model, there are six positive brand feelings:

warmth, fun, excitement, security, social approval, and self-respect.

• Next, think carefully about the six brand feelings listed above.

1. Which, if any, of these feelings does your current marketing strategy

focus on?
2. What can you do to enhance these feelings for your customers?
3. Identify actions that you need to take as a result of asking these
questions.

29
 8/4/2022

Level 4: Brand Resonance (a strong relationship)

1. When a brand is able to achieve a sense of oneness with its
How Much of a Connection Would I Like to Have With You? consumer then it can be said that a strong brand has been
created.
2. Companies tend to benefit a lot, in terms of loyalty as
The apex of Keller’s CBBE model is resonance: when a customer is loyal to a brand,
considers it superior, will buy no other, and advocates its merits to others. consumers will stick to the brand no matter what price
premium they have to shell out.
Many things resonate with customers: lifetime experience, customer service,
3. These consumers become sort of brand ambassadors and
products, and value. A good measure for resonance is the Net Promoter Score which
asks one simple question: ‘How likely is it that you would recommend [Product X] to recommend the usage of the brand. There by creating
a friend or colleague?”. consumer-based brand equity (CBBE).

Keller breaks resonance down into four categories:

1. Brand "resonance" sits at the top of the brand equity pyramid 1. Behavioral loyalty: This includes regular, repeat purchases.
because it's the most difficult – and the most desirable – level 2. Attitudinal attachment: Your customers love your brand or your product, and
to reach. they see it as a special purchase.
2. You have achieved brand resonance when your customers 3. Sense of community: Your customers feel a sense of community with people
feel a deep, psychological bond with your brand. associated with the brand, including other consumers and company
representatives.
4. Active engagement: This is the strongest example of brand loyalty.
Customers are actively engaged with your brand, even when they are not
purchasing it or consuming it. This could include joining a club related to the
brand; participating in online chats, marketing rallies, or events; following
your brand on social media; or taking part in other, outside activities.

30
 8/4/2022

Word Association Map

Salience/Identity
1. Cadbury enjoys a very high brand salience on the
whole.
2. It enjoys a high recall while dealing with the areas of
brand name recognition and brand name recall with
consumers instantly linking it with its trademark
purple color.
3. Yet its “Glass and Half Full” symbol attains
moderate brand recognition.

31
 8/4/2022

Performance Imagery
1. Cadbury rates very highly in the brand performance category. 1. Identifiable by people of all ages.
With a long history of chocolate manufacturing, Cadbury has
always been synonymous with quality and richness in 2. It’s a brand of the “every person”, that doesn’t differentiate
chocolate. on any grounds. Due to a large percentage of Cadbury
goods being bought through impulse, neighborhood
2. Despite facing minor issues with quality and packaging in the supermarkets are most frequented for purchases.
past, Cadbury has been swift in its approach to eradicate all
such problems.

Judgment Feelings
1. Cadbury has a high brand and product quality. 1. Cadbury is one of those brands that not only indulges the
individual but also brings the family together.
2. Consumers trust the brand and feel secure buying the product for
not only themselves but also their family and friends. 2. It is consumed not just to satisfy individual requirements
but also as a present for others or for celebrations.
3. Cadbury also has high credibility. One of its products e.g. Dairy
Milk is the world’s largest chocolate brand globally with retail sales
3. It brings about various emotions and feelings within
customers, such as warmth, happiness, and excitement. It is
of $3.2 billion & $1.2 billion in India in 2021 a “Fun” and “Feel-Good” Brand.
Source: https://www.business-standard.com/article/companies/mondelez-international-aims-to-
push-up-india-revenue-to-2-billion-by-2030-122022800039_1.html

32
 8/4/2022

Resonance:
1. Cadbury has a very loyal customer group base of youth,
children as well as senior citizens.
2. In some countries it is also thought of as a substitute for
dessert.
3. There is also a strong and loyal customer base consisting of
families in India where it is marketed as a loving and caring
family member.

33
 8/4/2022

Unit 1 Completed

34