TBChap004.docx

Chapter 04Understanding Consumer Behavior Multiple Choice Questions 1. Women make what percentage of new-car buying decisions? A. B. C. D. E. 15 percent 30 percent 45 percent 60 percent 80 percent 2. Women influence what percentage of new car-buying decisions? A. B. C. D. E. 15 percent 20 percent 40 percent 60 percent 80 percent 3. Enlightened carmakers have hired women designers, engineers, and marketing executives to better understand the way women decide to buy new cars. They learned that A. meeting the expectations of men during the new-car purchasing process was more difficult than meeting those of women. B. men make the majority of new-car purchasing decisions. C. women and men think differently about the new-car buying experience. D. women care more about quality than men. E. men care more about price than women. 4-1 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 4. Which of the following statements about how women buy new cars today is most accurate? A. Women have definite likes or dislikes when buying a new car, but they don't feel comfortable expressing their opinions. B. Most women actually enjoy the price negotiation process. C. The issue of "speed" is an important factor to men but not really important to women. D. Women are more likely to make their new car purchase selection as a result of information provided by a friend or a relative than from promotional information. E. Women care more about exterior styles and lines and men are more concerned with cargo space and gas mileage. 5. Which of the following statements about how women buy cars today is most accurate? A. For women, safety is about features that would help survive an accident. B. Women have definite likes or dislikes when buying a car, but they don't feel comfortable expressing their opinions. C. When it comes to the actual purchase process, women are more adept negotiators than men. D. Women care more about exterior styles and lines and men are more concerned with cargo space and gas mileage. E. Women usually shop one dealership before making a decision and men usually shop three. 6. Many automobile dealerships employ a non-negotiable or no-haggle price strategy to sell their cars. A customer who wants to buy a new or used car would pay the posted price. These dealers probably adopted this pricing policy because A. the industry was discussing the abandonment of self-regulation practices. B. women have an intense dislike of price negotiation, yet still want to buy a car. C. many recent immigrants into the United States are not accustomed to negotiation. D. women distrust men in general and car salesmen in particular. E. a sluggish economy guarantees that negotiations would produce negative profit per vehicle. 4-2 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 7. The actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions, are referred to as A. B. C. D. E. purchase intentions. market research. consumer behavior. consumer conduct. purchase protocols. 8. Consumer behavior refers to A. the aspects of a consumer's decision-making processes that cannot be measured. B. the actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions. C. the five stages a buyer passes through in making choices about which product and service to investigate, purchase, and consume. D. the mental and social processes related to purchasing that are innate in a person from birth. E. those purchasing behaviors that result from (1) repeated experience and (2) reasoning. 9. Consumer behavior includes the actions a person takes in purchasing services and using products and services, including A. the physical effort spent on these actions. B. the financial limitations one must overcome to accomplish these actions. C. the mental and social processes that come before and after these actions. D. the emotional processes that occur during these actions. E. the cognitive and attitudinal processes that must be learned to complete these actions. 10. The five stages a buyer passes through in making choices about which products and services to buy is called the __________. A. B. C. D. E. information decision process purchase decision process alternative evaluation process postpurchase behavior process problem recognition process 4-3 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 11. The initial stage in the consumer purchase decision process involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search 12. There are five stages in the consumer purchase decision process. The first stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation opportunity identification problem recognition 13. The second stage in the consumer purchase decision process involves searching for information, which may include an internal search and/or an external search. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search 14. There are five stages in the consumer purchase decision process. The second stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation opportunity identification problem recognition 4-4 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 15. The third stage in the consumer purchase decision process involves evaluating brands in the consideration set based on the evaluative criteria (both objective and subjective) identified during the information search step for the ultimate decision. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search 16. There are five stages in the consumer purchase decision process. The third stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation opportunity testing problem recognition 17. The fourth stage in the consumer purchase decision process involves deciding from whom to by and when to buy so that the purchase decision can be made. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search 18. There are five stages in the consumer purchase decision process. The fourth stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation option testing problem recognition 4-5 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 19. The fifth stage in the consumer purchase decision process involves comparing the product or service purchased by buyers with their expectations to determine whether they are either satisfied or dissatisfied. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search 20. There are five stages in the consumer purchase decision process. The fifth stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation postpurchase behavior problem recognition Figure 4-1 21. In Figure 4-1 above, A represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search problem recognition alternative evaluation option identification 4-6 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B represents which stage of the consumer purchase decision process? A. C. . In Figure 4-1 above. purchase decision information search problem recognition alternative evaluation financial consideration 24. E. B. B. purchase decision information search problem recognition alternative evaluation financial consideration 23. E. All rights reserved. D represents which stage of the consumer purchase decision process? A.22. purchase decision information search financial transaction alternative evaluation postpurchase behavior 4-7 Copyright © 2016 McGraw-Hill Education. C. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. In Figure 4-1 above. D. E. E represents which stage of the consumer purchase decision process? A. C. In Figure 4-1 above. D. D. C represents which stage of the consumer purchase decision process? A. B. C. In Figure 4-1 above. D. purchase decision information search financial transaction alternative evaluation postpurchase behavior 25. E. According to Figure 4-1 above. problem recognition alternative evaluation cognitive dissonance information search postpurchase behavior 29. alternative evaluation. B. .26. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. During the consumer purchase decision process. problem recognition. C. A. All rights reserved. postpurchase behavior. E. A B C D E 27. E. B. Perceiving a difference between a person's ideal and actual situations that is big enough to trigger a decision is called A. purchase decision alternative evaluation information search problem recognition postpurchase behavior 4-8 Copyright © 2016 McGraw-Hill Education. When Aurelia looked in her closet and said. B. A. D. an individual at the __________ stage will perceive differences between his or her ideal and actual situations big enough to trigger a decision. B. 28. C. E." she seems to be in which stage of the consumer purchase decision process? A. routine response behavior. "I don't have anything to wear to the party this weekend. the point at which you would exchange money for your sandwich of corned beef on rye would be found in stage __________. D. E. C. cognitive dissonance. C. D. When the marketing student said. E. The content of the advertising's message most likely focuses on which stage of the consumer purchase decision process? A. As a result. Jamie goes shopping with a friend and notices her friend's durable ripstop nylon wallet. information search problem recognition purchase behavior alternative evaluation pre-purchase cognition 32. purchase decision alternative evaluation information search problem recognition postpurchase behavior 31. In which stage of the consumer purchase decision process was Kristi when she had this realization? A. E. the company aired some ads on various TV programs showing children being comforted and sleeping restfully with a Glow Pet. D. The pillows are colorful animals that produce a soft light for 20 minutes at a time and were produced for children with a fear of the dark. . C. "It's really hard for me to get to class on time without a car." she was entering which stage of the consumer purchase decision process? A. All rights reserved. C. B. problem recognition information search alternative evaluation purchase decision postpurchase behavior 4-9 Copyright © 2016 McGraw-Hill Education.30. are a light-up pillow product designed for young children. making parents and kids alike desire such a situation. E. She thinks of her own worn wallet and realizes she needs a new one. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Glow Pets. B. B. D. from the makers of Pillow Pets. C. D. creating a sense of fear or guilt. B. . In which stage of the consumer purchase decision process is Amanda at that moment? A. Scanning your memory for previous experiences with products or brands occurs during which stage of the consumer purchase decision process? A. C. Amanda plans to go for a run after her classes are over. B. D. In marketing. Which stage in the consumer purchase decision process suggests criteria to use for the purchase. advertisements or salespeople can activate a consumer's purchase decision process by A. C. showing the shortcomings of competing (or currently owned) products. E. B. information search purchase decision alternative evaluation postpurchase behavior problem recognition 36. E. and develops consumer value perceptions? A. she notices that one of the shoe's seams is unraveling and she thinks it is about time for a new pair. information search problem recognition purchase behavior alternative evaluation prepurchase cognition 34. 35. D. As she is lacing up her running shoes. No reproduction or distribution without the prior written consent of McGraw-Hill Education.33. E. All rights reserved. problem recognition information search alternative evaluation purchase decision postpurchase evaluation 4-10 Copyright © 2016 McGraw-Hill Education. manipulating a customer's want into a need. B. shifting the consumer's focus from internal search to external search. D. promising product attributes that exceed the actual product potential. yields brand names that might meet the criteria. C. E. C. E. alternative evaluation. B. B. problem recognition alternative evaluation purchase decision evaluation information search 39. C. All rights reserved. D. cognitive dissonance. 4-11 Copyright © 2016 McGraw-Hill Education. problem recognition alternative evaluation information search purchase decision comparison 38. . E. C. C. B. In which stage in the consumer purchase decision process would a consumer ask. E. Scanning your memory for previous experiences with products or brands is called A. D. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. You have determined you want to buy an advanced hybrid vehicle. C. A. external search. problem recognition. "How much can I afford to spend on a new 42" LED HDTV?" A. and a visit to Ford's website has revealed that the Ford Fusion Hybrid SE uses hybrid fuel technology with the latest in lithium-ion battery technology. B. D. E. internal search.37. problem recognition needs analysis purchase decision information search postpurchase evaluation 40. You are currently in which stage of the consumer purchase decision process for this type of automobile? A. "Which brand of smartphone does my roommate own?" would be a question asked during the __________ stage in the consumer purchase decision process. so he needs to buy her a gift. recollection search external search evaluative criteria antecedent states internal search 44. . Bob decided to purchase Mike a tablet device/e-book reader as a present. D. C. A. She remembered the discount website she visited last year for her purchases. C. This is an example of what part of the consumer purchase decision process? A. What term best describes the information search method used by the teacher? A. Casey's girlfriend will celebrate her birthday next week. Bob's best friend Mike turns 25 next week. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. so she'll start there to see if the website still carries the items previously purchased.41. Because Bob has purchased three personal computers and other consumer electronic devices over the past five years. E. B. D. All rights reserved. C. problem recognition internal search external search purchase task antecedent state 42. D. D. He remembers the brand of watch that she wears and considers if she would like a new one by the same maker. This is an example of what part of the consumer purchase decision process? A. E. she wanted to buy markers and craft paper. personal external source public external source market-dominated external source internal search market-dominated internal source 43. B. B. recollection search external search evaluative criteria antecedent states internal search 4-12 Copyright © 2016 McGraw-Hill Education. C. E. E. he scanned his memory for various brand options. When an elementary school teacher was returning to school in the fall. A(n) __________ in the consumer purchase decision process occurs when consumers scan their memories for previous experiences with products or brands. 4-13 Copyright © 2016 McGraw-Hill Education. a swing set. C. When Julie was trying to recall her favorite mystery authors. D. E. E. she was engaged in A. the item is frequently purchased. and the cost of gathering information is low. D. B. Julie wants to buy her a good mystery. 47. An external search for product information is likely to occur when A. an external search. an internal search. problem recognition. the item is for personal use rather than for professional use. When Tina's birthday approaches. A. E. B. A(n) __________ for information is needed when past experience or knowledge is insufficient.45. a gift for her babysitter. 46. B. E. C. All rights reserved. external search cognitive search alternative search internal search postpurchase search 48. a purchase task. A mother of two toddlers would primarily use an internal search of her prior experiences with products and brands when purchasing A. disposable diapers. an iPhone. C. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. a weekend getaway. review of past experience provides adequate information. B. the precognition of an antecedent state. . the cost of gathering information is low. D. the risk of making a wrong purchase decision is high. Julie is an avid mystery reader and her babysitter Tina has been borrowing some of her books over the summer. the risk of making a wrong purchase decision is low. D. A. the creation of an antecedent state. B. an internal search. problem recognition. When past experience is insufficient. C. Nico wants to buy a new digital camera for his semester studying abroad but he knows very little about cameras himself. E. D. an external search.49. 52. internal search informal search expert directed search external search experiential search 50. she has talked to several salespeople at Apple and Best Buy and has looked at some websites. she has begun asking for advice from her friends and relatives. an internal search. problem recognition. B. E. having never owned one. B. C. an external search. Relatives and friends whom the consumer trusts are known as __________ sources of external information. relational marketer-dominated personal stakeholder public 4-14 Copyright © 2016 McGraw-Hill Education. C. a consumer is more likely to use an __________ for information. No reproduction or distribution without the prior written consent of McGraw-Hill Education. In addition. D. D. Nico is engaging in A. All rights reserved. he has begun asking for advice from friends and relatives. 51. As a result. such as HP and Dell. the risk of making a wrong decision is high. B. She is unsure about what hardware and apps she will need. E. the purchase decision. In addition. C. A. As a result. D. a purchase task. the creation of an antecedent state. Emily wants to purchase a tablet device. and the cost of gathering information is low. he has talked to a salesperson at a Wolf camera shop and Best Buy and has looked at some websites. E. Emily is engaging in A. . A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. personal sources. C. advertisements sales personnel friends and relatives government agencies point of purchase displays 4-15 Copyright © 2016 McGraw-Hill Education. B. advertising. An example of a public source of information consulted during an external search would include A. When conducting an information search. a sales person at the Apple Store. B. Consumer Reports magazine. B. C. D. __________. your brother-in-law. C. An example of a public source of information consulted during an external search would include A. E. Examples of these public sources of information for an external information search include Consumer Reports.53. C. various product-rating organizations. D. such as government agencies and TV consumer programs. D. 54. All rights reserved. People magazine advertising. E. friends. 55. E. stakeholder sources. . 56. public sources. relatives. There are various nonprofit publications dedicated to assisting in consumer education and decision-making. relational sources. a point of purchase display at Target. D. marketer-dominated sources. B. salespeople. and TV consumer programs. are known as A. product-rating organizations. E. C. marketer-dominated sources. C. and point-ofpurchase displays in stores are referred to as A. public sources. 60. E. 59. company websites. All rights reserved. personal experience. C. B. Consumer Reports magazine.57. B. 4-16 Copyright © 2016 McGraw-Hill Education. personal sources. B. relational sources. friends and relatives. a consumer program on talk radio. 58. friends and relatives. a product display in a retail store. salespeople. D. . Consumer Reports magazine. E. consumer programs on talk radio stations. D. stakeholder sources. An example of a marketer-dominated source of information consulted during an external search would include A. Sources of external information that originate with the sellers of products and services and include advertising. E. C. salespeople. E. a Better Business Bureau rating. personal experience. An example of a marketer-dominated source of information consulted during an external search would include A. B. An example of a marketer-dominated source of information consulted during an external search would include A. consumer programs on talk radio stations. advertising. your mother. D. D. previous ownership of a product. No reproduction or distribution without the prior written consent of McGraw-Hill Education. A. D. yielding brand names that might meet the criteria. D. advertising point-of-purchase displays Consumer Reports magazine company salespeople company websites 62. D. and __________. E. __________. yielding brand names that might meet the criteria. and developing consumer value perceptions. B. The alternative evaluation stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. C. D. C. E. A. The alternative evaluation stage clarifies the problem for the consumer by __________. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. evaluating particular products selecting the type of purchase outlet establishing a purchase timeline minimizing cognitive dissonance yielding brand names that might meet the criteria 64. evaluating particular products selecting the type of purchase outlet suggesting criteria to use for the purchase minimizing cognitive dissonance establishing a purchase timeline 63. C. Which of the following is NOT an example of a marketer-dominated source of information consulted during an external search? A. . E. A.61. The alternative evaluation stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. B. All rights reserved. E. C. and developing the consumer value perception that each alternative presents. developing consumer value perceptions evaluating particular products selecting the type of retail outlet establishing a purchase timeline creating a hierarchy of needs 4-17 Copyright © 2016 McGraw-Hill Education. B. the most important evaluative criterion is price. B. Which of the following statements concerning evaluative criteria is most accurate? A. B. 4-18 Copyright © 2016 McGraw-Hill Education. those attributes of a brand that are based exclusively on subjective criteria in order to avoid postpurchase anxiety. the attributes of a product that a manufacturer wishes to promote to a specific target market. problem recognition information search alternative evaluation purchase decision postpurchase evaluation 66. information sources. B. C. . 68. antecedent states. If the alternatives in a consideration set do not meet the requirements of the evaluative criteria. The objective and subjective attributes of a brand that consumers use to compare different products and brands are referred to as A. C. D. D. All rights reserved." Sanaa is currently in which stage of the purchase decision process? A. Evaluative criteria represent objective rather than subjective attributes. Consumers often have several criteria for evaluating a single product. the consideration set. E. B.65. the objective and subjective attributes of a brand consumers use to compare different products and brands. the entire decision process is usually discontinued. "The Volvo has nine airbags but the Cadillac drives so smoothly. temporal states. Evaluative criteria refer to A. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Evaluative criteria represent subjective rather than objective attributes. 67. D. evaluative criteria. a list of required product attributes from which a customer will not waver regardless of additional incentives. D. E. She told a coworker. C. Ultimately. Sanaa recently made partner at her law firm. E. those attributes of a brand that are based exclusively on objective criteria in order to make an unbiased purchase decision. E. and she is rewarding herself with the purchase of the new car. the group of brands of which a consumer is aware. the group of brands a consumer would consider acceptable from among all the brands in the product class of which he or she is aware. prestige. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. D. points of difference. consumer attributes. is referred to as A. evolved set. C. These attributes listed for the Ford Fusion Hybrid SE are those that consumers may consider when assessing the car. When purchasing a tablet device. D. aspiration group. E. D. A. competitive advantages. all possible competitive product substitutes that may satisfy a consumer's needs regardless of the product class. E. these attributes would be considered A. B. . and fuel economy than non-hybrid cars. C. including those deemed unacceptable. E. those product alternatives a consumer has considered. B. alternative selection group. factors a consumer considers prior to purchase are called __________. convenience. 72. C. the group of generic brands that a consumer would reluctantly consider acceptable. B. C. A consideration set refers to A. points of difference informational alternatives buying-decision choices evaluative criteria consumer attributes 70. informational alternatives. evaluative criteria. evaluative set.69. The Ford Fusion Hybrid SE uses hybrid fuel technology with the latest in lithium-ion battery technology to deliver more power. consideration set. D. 4-19 Copyright © 2016 McGraw-Hill Education. The group of brands a consumer would consider acceptable from among all the brands in the product class of which he or she is aware. 71. All rights reserved. If they do. B. which represent both the objective attributes of a brand and the subjective ones used to compare different products and brands. audio quality. A. E. creating personality profiles for skateboarders. it most likely focused on A. B. such as price. All rights reserved. making appeals directed towards motivational ego needs. D. BMW wanted its skateboard to be within the consideration set of potential skateboard buyers. C. and text messaging.73. consideration sets evaluative criteria value propositions quality considerations core benefits 4-20 Copyright © 2016 McGraw-Hill Education. D. B. reducing the postpurchase dissatisfaction that may result from purchasing its product. making sure its representatives attend sporting events such as ESPN's X-Games to get new product ideas. A number of factors are listed. display. Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models. . In this case. explaining the stability and control aspects of the StreetCarver in its advertising messages. BMW StreetCarver was a $495 skateboard that featured BMW's technology in its wheel suspension. No reproduction or distribution without the prior written consent of McGraw-Hill Education. which stabilizes the board's sleek design and allows for greater control around sharp curves. Figure 4-2 74. C. E. These factors are the typical __________ for smartphones. and (4) price? A. Once a consumer has completed the alternative evaluation stage of the consumer purchase decision process. consideration set evaluative criteria points of difference value propositions core benefits 76. which product to buy and whether to tell others about the purchase. D. B. C. E. . which product to buy and how to pay for it. whether to buy in person or online and whether to tell others about the purchase. Which smartphone seems to have the highest rating (EXCLUDING price considerations)? A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. from whom to buy and when to buy. These brands are referred to as the __________ when consumers use these smartphone ratings to evaluate the products. E. E. D. whether to buy one or several if a BOGO deal is offered and how to pay for them. Blackberry. C. (3) battery. and Samsung. C. two choices remain. D.75. which are A. Apple iPhone 6 Blackberry Z 30 Samsung Galaxy S 5 LG G2 HTC One 78. Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models. D. B. Apple iPhone 6 Blackberry Z 30 HTC One LG G2 Motorola Droid Razor 77. All rights reserved. 4-21 Copyright © 2016 McGraw-Hill Education. (2) audio quality. which of the following brands would be the best choice if the consideration set for a smartphone included the following rank-ordered evaluative criteria: (1) display. According to Figure 4-2 above. LG. Motorola. B. E. C. B. Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models for Verizon customers. The columns each show a brand like Apple. HTC. A. B. Sensitivity to consumers' consumption or use experience.79. problem recognition alternative evaluation information search purchase decision postpurchase evaluation 81. C. At the __________ of the consumer purchase decision process. is extremely important in their __________. E. A. B. the store is closing in 10 minutes. C. I'll pick it up today at the Southdale Apple Store. E. E. the product is on sale. B. whether they are satisfied or dissatisfied. C. consideration set assessment prepurchase behavior evaluative criteria selection value perceptions information search 4-22 Copyright © 2016 McGraw-Hill Education. a consumer compares the product with his or her expectations and is either satisfied or dissatisfied. Charlie was standing outside of his classroom talking on the phone when a friend heard him say. C. 80. All of the following would impact your decision about when to buy an offering EXCEPT: A. A. D. . the manufacturer is currently offering a $25 rebate. All rights reserved. D. "Thank you for taking my call so quickly. problem recognition stage information search stage alternative evaluation stage purchase decision stage postpurchase stage 82. E. I'd like to order the 32gigabyte iPad. B. Can I use the easy pay plan?" Charlie was in which stage of the consumer purchase decision process? A. D. the retailer's return policy is very relaxed. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. you don't have the money now and don't get paid until Friday. E. it is equally costly to acquire new customers and retain existing ones. A. loyal customer over time can be significant. C.83. Firms such as General Electric (GE). Coca-Cola. and the battery stays charged forever. ." Which stage of the consumer purchase decision process does Claire's conversation identify? A. problem recognition information search alternative evaluation purchase decision postpurchase behavior 85. 86. a 50 percent increase in customer retention can increase a company's profits by 5 percent. Look at this incredible display. marketing research is an expensive proposition. C. According to research. Customer satisfaction is an important focus for marketers because A. and British Airways focus their attention on __________ to maximize customer satisfaction and retention in part by offering training to handle complaints. B. C. customer satisfaction. C. Claire has just told her best friend. D. consumers are unable to assess it by themselves. B. D. the fewer times it needs to be done. attracting new customers is easier than keeping old ones. and retention can increase a firm's profits. value perception postpurchase behavior non-competitive pricing comparison pricing prepurchase behavior 84. "I'm so glad I bought the Samsung Galaxy S5 rather than those other smartphones I was considering. Existing customers do not spend as much as new customers since that former like the old products rather than the new ones new customers like. B. E. the better off the company is. E. D. Johnson & Johnson. The buying experience. E. D. Firms like Ford and Frito-Lay have learned which of the following marketing lessons? A. All rights reserved. 4-23 Copyright © 2016 McGraw-Hill Education. It is a lot easier to find new customers than to retain existing ones. it is not worth the expenditure. Unless a marketing promotion to retain customer loyalty can increase market share by at least 5 percent. B. answer questions. No reproduction or distribution without the prior written consent of McGraw-Hill Education. the financial value of a satisfied. and solve consumer problems. you could buy not only Internet space from it but also technical support and design services. C. B. selective perception. the temporal state. E. feelings of discontent after a purchase has been made when the product fails to perform up to expectations. B.87. The feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives is referred to as A. feelings of guilt for purchasing a product or service that was not consistent with a consumer's moral or ethical beliefs. Cognitive dissonance refers to A. B. cognitive dissonance. . Inc. 88. is a web hosting company. identify its core values reduce new buyers' cognitive dissonance increase new buyers' cognitive dissonance produce a consideration set evoke problem recognition 4-24 Copyright © 2016 McGraw-Hill Education. 89. When its ad tells you that its users consider Rackspace "the risk-free host because it offers dedicated and helpful support any time day or night. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. D." you know that Rackspace is most likely trying to do which of the following? A. the dissociative state. D.S. That means that if you want to have a website. feelings of discontent before a purchase has been made when the customer finds out that he or she paid more for the product than necessary. C. angst. Rackspace U. feelings of discomfort associated with purchasing something purely for the sake of prestige. E. the feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives. D. E. All rights reserved. aspiration cognitive dissonance motivation situational influences involvement 4-25 Copyright © 2016 McGraw-Hill Education. limit their information search to an internal one B. Stephan was most likely experiencing A. C. As you head home from the store. B. D. C. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. conceal the product purchase from others E. product conflict.90. The personal. 93. he saw an online special for a similar computer. B. Stephan was excited about his newly purchased laptop. and was really fast with a great display for his gaming. 91. If the shoe is comfortable and gives the requisite support. In addition. and economic significance of the purchase to the consumer. How would consumers who purchased a new and innovative Nike LeBron X basketball shoe for $315 try to reduce any cognitive dissonance they feel? A. All rights reserved. may cause him or her to skip or minimize one or more stages in the consumer purchase decision process. You have just purchased a Samsung Galaxy Tab 2 tablet device. the $1. indecisiveness. C. extended problem solving. and worried that maybe he hadn't gotten such a good deal. B. cognitive dissonance. limited problem solving. E. market anxiety. 92. E. The same day he took it out of the box. It had all the features he wanted. D. there will be no cognitive dissonance. you brood about whether your choice was right or whether you should have bought an Apple iPad mini after seeing an ad for it on TV.000. Suddenly he began to doubt his purchase decision. read ads for the new basketball shoe even after the purchase has been made D. social.200 price tag was reasonable. minimize problem solving involvement C. on sale for only $1. . which is known as the level of __________. E. D. postpurchase stress. selective discord. This is most likely an example of A. product uncertainty. cognitive dissonance. widely available. new to the market. The item is inexpensive. very safe to use. All rights reserved. E. spend considerable time evaluating criteria for the consideration set. use both internal and external sources in information search. B. 95. The item is expensive. 97. It gives purchasers privacy. D. 4-26 Copyright © 2016 McGraw-Hill Education. a high-involvement purchase that involves routine problem solving. a low-involvement purchase that involves limited problem solving. This is most likely an example of A. The item is expensive. social. a medium-involvement purchase that involves limited problem solving. E. a low-involvement purchase that involves extended problem solving. and personal investment that will be required to use a product. C. C. . or purchased with great frequency. D. the time. For high-involvement purchases. The item is inexpensive. can have serious personal consequences. consider many brands. or could reflect on one's social image. Involvement refers to A. and economic significance of the purchase to the consumer. The item is inexpensive.94. convenience. or simple to use.000. or is used for over five years. evaluate a single product attribute. consumers typically do all of the following EXCEPT: A. the personal. NetJets is a company that offers 1/16 or more ownership in a jet plane for a price beginning at $325. C. energy. and flexibility as well as saves them time since the plane is available within four hours unless it's booked by one of the other shareholders. the external influences that affect a consumer's purchase. D. or recommended by influential personal sources. E. C. B. new to the market. a high-involvement purchase that involves extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. the total number of people involved in the actual exchange process. B. participate in word-of-mouth communication. High-involvement purchases typically have which of the following sets of characteristics? A. 96. D. the level of difficulty involved in making a purchase. E. such as price. and may identify and evaluate several criteria or attributes for each brand that eventually will comprise the consideration set. routine response behavior limited problem solving extended problem solving simulated selection integrated problem solving 4-27 Copyright © 2016 McGraw-Hill Education. D. B. A. E. electric can openers? A. routine problem solving. B. D. D. Lexi is engaging in A. B. C. or . C. All rights reserved. problem recognition. Which of the following product or service is an example of a low-involvement purchase? A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. towels. extended problem solving. C. E. limited problem solving. E.98. sellers and their brands. integrated problem solving. She started looking for the gift last month and expects to spend another couple of weeks to find a gift her sister will use and like. consumers typically seek only a few information sources about several . sheets. C. limited problem solving extended problem solving short-term problem solving routine problem solving relational problem solving 101 Which problem solving variation would likely be used for clothing. a Louis Vuitton designer handbag a Trek bicycle membership into a local country club a vacation to Italy Biolage shampoo 99. Lexi wants to find the perfect gift for her older sister's college graduation. E. . D. B. 100 In __________. C. B. not having owned one . table salt and milk. friends for the latest information about alternative brands. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. She is not concerned about where she buys it as long as she receives a very liberal return policy should anything go wrong. for lunch. C. limited problem solving extended problem solving situational problem solving rational problem solving routine problem solving 4-28 Copyright © 2016 McGraw-Hill Education. D. B. Elizabeth will engage in which of the following problem solving variations? A. The consumer purchase decision process for such staples involves __________. which is virtually a habit and typifies low-involvement decisionmaking. D. In making his decision. In making her decision. a restaurant . All rights reserved. B.102 Which problem solving variation would typically be used for blenders. C. He calls his gamer friends for recommendations about alternative brands and options. routine response behavior extended problem solving simulated selection integrated problem solving limited problem solving 103 Elizabeth has decided to purchase a new electric juicer and plans to call several . B. A. limited problem solving extended problem solving routine problem solving alternative problem solving integrated problem solving 105 Consumers spend little time and effort evaluating alternatives in the purchase of . . Danilo seems likely to engage in which of the following problem solving variations? A. limited problem solving extended problem solving routine problem solving alternative problem solving integrated problem solving 104 Danilo has decided to purchase a new video game console. He has few concerns about the purchase but wants a quick rundown of the most important aspects to consider. E. D. or professional ball game tickets? A. before. E. C. D. E. This is an example of A. E. integrated problem solving. limited problem solving. B. many college students stop at conveniently located vending . limited routine extensive intensive unlimited 4-29 Copyright © 2016 McGraw-Hill Education. E. Home Depot to have it done since she remembered her dad going there. D. These college students are most likely involved in __________ problem solving purchase situations. extended problem solving. machines for their favorite candy bars and soft drinks. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. situational problem solving. limited problem solving extended problem solving routine problem solving situational problem solving integrated problem solving 107 Jenn needed to have another set of keys made for her apartment so she went to . C. Their choices are generally made quickly and with little or no effort to consider alternative product offerings. cereal or laundry detergent? A.106 Which problem solving variation would normally be used to purchase items such as . B. routine problem solving. . C. All rights reserved. 108 Between classes. C. E. B. D. A. B. involvement and product knowledge? A. C. . consideration set routine problem solving limited problem solving extended problem solving integrated problem solving 110 In Figure 4-3 above. involvement and product knowledge? A. column B represents which of the following in terms of consumer . D. D. column C represents which of the following in terms of consumer . B. E. E. column A represents which of the following in terms of consumer . routine problem solving limited problem solving extended problem solving simulated selection integrated problem solving 4-30 Copyright © 2016 McGraw-Hill Education. D. C. C. B. All rights reserved. involvement and product knowledge? A. No reproduction or distribution without the prior written consent of McGraw-Hill Education.Figure 4-3 109 In Figure 4-3 above. E. consideration set routine problem solving limited problem solving extended problem solving integrated problem solving 111 In Figure 4-3 above. 112 Which of the following is a strategy for a market leader (rather than a market . challenger) when marketing a low-involvement product? A. use sales promotion such as free samples, coupons, and rebates to encourage trial of their brand B. link their brand attributes with high-involvement issues C. use Internet search engines such as Google to assist buyers D. use advertising messages that focus on getting the brand into a consumer's consideration set E. use repetitive advertising messages that reinforce a consumer's knowledge or assure buyers they made the right choice 113 The purchase of bottled water is a low-involvement purchase. How can a market . leader like Perrier keep people buying its brand instead of one of the numerous other brands displayed on retailers' shelves? A. B. C. D. E. avoid Perrier brand stockouts on retailers' shelves make the purchase decision a high-involvement one offer coupons for Perrier bottled water convince retailers to offer only Perrier water denigrate its competition 114 Which of the following is NOT a strategy used by marketers of high-involvement . offerings? A. B. C. D. E. use personal selling to provide consumers with information use social media to create online experiences for the brand avoid stockout situations so that buyers don't substitute a competing brand use Internet search engines such as Google to assist buyers run ads to provide consumers with information 115 Five influences can have an impact on a consumer's purchase decision process, . which are purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states. These are referred to as A. B. C. D. E. marketing mix influences. situational influences. psychological influences. sociocultural influences. evaluative criteria. 4-31 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 116 Situational influences refer to . A. the five aspects of the purchase situation that impact the consumer purchase decision process: purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states. B. the temporary impediments to a consumer's purchase decision. C. psychological concepts that are useful for interpreting buying processes and directing marketing efforts. D. the feelings of postpurchase anxiety that can arise from a number of different factors including social surroundings, physical surroundings, psychological effects, and precedent states. E. both the objective and subjective attributes a consumer uses to compare different products and brands. 117 All of the following are five situational influences can have an impact on a . consumer's purchase decision process EXCEPT: A. B. C. D. E. physical surroundings. purchase task. temporal effects. consumer socialization. antecedent states. 118 Five situational influences have an impact on a consumer's purchase decision . process. They are: __________, social surroundings, physical surroundings, temporal effects, and antecedent states. A. B. C. D. E. competitive offerings core values perception consumer socialization purchase task 119 When a man picks up a bottle of wine and tells the sales clerk, "I'm taking this to a . dinner party tonight," which situational influence is being demonstrated? A. B. C. D. E. purchase task social surroundings physical surroundings temporal effects antecedent states 4-32 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 120 Five situational influences have an impact on a consumer's purchase decision . process. They are: purchase task, __________, physical surroundings, temporal effects, and antecedent states. A. B. C. D. E. competitive offerings motivation core values brand loyalty social surroundings 121 Consumers accompanied by children . A. B. C. D. E. purchase twice as much as they normally would if shopping with other adults. purchase about 40 percent more than when shopping alone. purchase 40 less than they normally would if shopping with their spouses. spend 40 percent less than when shopping alone. spend exactly the same amount as when shopping alone. 122 Three teenage girls spent an hour at a store trying on various outfits, looking at . possible combinations, and asking each other, "How do you think this looks on me?" This situation is most closely related to which of the following situational influences? A. B. C. D. E. purchase task social surroundings physical surroundings temporal effects antecedent states 123 Five situational influences have an impact on a consumer's purchase decision . process. They are: purchase task, social surroundings, __________, temporal effects, and antecedent states. A. B. C. D. E. competitive offerings physical surroundings core values motivation economic effects 4-33 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 124 Which of the following is NOT part of the physical surroundings of a retail store that . can influence how purchase decisions are made? A. B. C. D. E. decor crowding lighting music time of day 125 The crowded aisles in retail stores at holiday time may cause some shoppers to lose . patience and decide on their purchases with far less thought than they otherwise would due to being "harried" and uncomfortable. This situation is most closely related to which of the following situational influences? A. B. C. D. E. purchase task social surroundings physical surroundings temporal effects spatial surroundings 126 Five situational influences have an impact on a consumer's purchase decision . process. They are: purchase task, social surroundings, physical surroundings, __________, and antecedent states. A. B. C. D. E. competitive offerings core values motivation temporal effects economic effects 127 Temporal effects include . A. B. C. D. E. the purpose of the purchase. the presence of other people. the time of day of the purchase. the crowding in retail stores. the consumer's mood while engaged in the purchase. 4-34 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 128 Many consumers buy a subscription to The Wall Street Journal and have it delivered . to their homes by 5:30 a.m. so that they can read it during breakfast. This purchase is an example of which situational influence? A. B. C. D. E. purchase task social surroundings physical surroundings temporal effects antecedent states 129 Rob only has 30 minutes off for lunch, so he typically goes somewhere within a block . or two of his building, and is careful about what he orders. This is an example of which situational influence in the purchase decision process? A. B. C. D. E. purchase task social surroundings physical surroundings temporal effects antecedent states 130 Consumers with credit cards . A. are less influenced by physical surrounding than those who pay by cash or check. B. are influenced to a certain extent by a retailer's physical surroundings to buy more with their credit cards than with cash. C. purchase more than those who purchase with cash or debit cards. D. purchase less than those who purchase with cash or debit cards. E. purchase less when accompanied by children than when in the company of other adults. 131 The American Floral Council used an ad that showed three flower arrangements . varying in size from a single rose to a very large elaborate arrangement. The caption simply read, "Just how mad is she?" This ad relies on which of the following situational influences for its effectiveness? A. B. C. D. E. purchase task social surroundings physical surroundings psychological effects antecedent states 4-35 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Figure 4-4 132 In Figure 4-4 above, A represents the __________ influences that can affect the . consumer purchase decision process. A. B. C. D. E. economic situational psychological sociocultural marketing mix 133 In Figure 4-4 above, B represents the __________ influences that can affect the . consumer purchase decision process. A. B. C. D. E. economic situational environmental marketing mix market dominated 4-36 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. marketing program. 137 Sociocultural influences that affect the consumer purchase decision process include . D. all of the following EXCEPT: A. All rights reserved. and attitudes. beliefs. E. E. E. E represents the . D. reference groups. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C represents the __________ influences that can affect the .134 In Figure 4-4 above. values. E. 4-37 Copyright © 2016 McGraw-Hill Education. B. 138 The energizing force that stimulates behavior to satisfy a need is referred to as a(n) . family. personal influence. D represents the __________ influences that can affect the . consumer purchase decision process. C. B. cognitive dissonance. motivation. B. perception. A. consumer purchase decision process. A. C. D. sociocultural economic environmental situational market dominated 135 In Figure 4-4 above. culture and subculture. E. A. C. economic situational psychological sociocultural marketing mix 136 In Figure 4-4 above. B. D. marketing research process. A. C. C. . personality. D. organizational buying decision process. antecedent state. consumer purchase decision process. consumer socialization process. self-actualization. and social 141 In the Maslow hierarchy of needs. those needs which are basic to survival and which . No reproduction or distribution without the prior written consent of McGraw-Hill Education. physiological.139 Motivation refers to . E. D. E. water. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. safety. social. D. personal needs. a person's consistent behaviors or responses to recurring situations. and self-actualization safety. must be satisfied first are referred to as A. the energizing force that stimulates behavior to satisfy a consumer need. and personal safety. personal. social needs. physiological. C. self-actualization. All rights reserved. D. __________ needs. . 140 Which list below presents the Maslow hierarchy of needs in its correct order. beginning with the lowest level need and moving up to the highest level need? A. food. physiological needs. A. . E. the stimulus required to cause a consumer to do something uncharacteristic of himself. A. C. B. psychological. and oxygen would be considered . psychological safety social personal physiological 4-38 Copyright © 2016 McGraw-Hill Education. C. social. and safety physiological. 142 In the Maslow hierarchy of needs. the way people see themselves and the way they believe others see them. C. personal. E. self-actualization needs. and personal self-actualization. physiological. B. personal. safety needs. B. safety. safety. B. physiological. social. D. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. physiological social personal safety self-actualization 144 In the Maslow hierarchy of needs. E. "How do you plan on supporting . friendship are referred to as __________ needs. D.143 In the Maslow hierarchy of needs. B. physiological needs safety needs social needs personal needs self-actualization needs 146 In the Maslow hierarchy of needs. . E. The ad is intended to appeal to which of the Maslow hierarchy of needs? A. physiological safety social personal self-actualization 145 An ad for Conesco's life insurance asks the question. C. . C. your family after you pass away?" The ad shows a tombstone with a sign that offers the face of the stone as ad space. A. All rights reserved. A. __________ needs involve self-preservation as well . D. B. D. A. E. a burglar alarm would satisfy a __________ need. those needs that are concerned with love and . C. C. B. as physical and financial well-being. physiological safety social personal self-actualization 4-39 Copyright © 2016 McGraw-Hill Education. B. social. achievement. B. called __________. . C. D. and personal. E. those needs involving personal fulfillment are . physiological safety social personal self-actualization 150 In the Maslow hierarchy of needs. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and self-respect are referred to as __________ needs. prestige. B. A. A. those needs that are represented by the need for . E. E. D. E. C. D. status. B. the most basic needs are physiological. safety. to satisfy consumers' __________ needs in the Maslow hierarchy of needs.147 eHarmony claims to be the world's most trusted online dating website. Its appeal is . A. intellectual needs emotional needs self-actualization needs religious needs psychological needs 4-40 Copyright © 2016 McGraw-Hill Education. C. physiological personal interaction social psychological 148 In the Maslow hierarchy of needs. What category of needs is at the highest level? A. followed by . C. physiological safety personal social self-actualization 149 In the Maslow hierarchy of needs. D. B. D.151 An Acura automobile ad is headlined by a quote from Henry David Thoreau. E. D. A. C. physiological needs self-actualization needs safety needs social needs personal needs Figure 4-5 4-41 Copyright © 2016 McGraw-Hill Education. B. C.S. Army recruiting advertisement that invited enlistees to "Be All . the Direction of Your Dreams. All rights reserved. "Go in . . physiological personal psychological social self-actualization 152 The long-running U. E. You Can Be" appeals to which Maslow hierarchy of needs level? A. B." This ad is most likely to appeal to consumer's __________ needs in the Maslow hierarchy of needs. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. physiological safety social personal self-actualization 156 According to Figure 4-5 above. C defines what level in the Maslow hierarchy of . D. C. D. C. B. A defines what level in the Maslow hierarchy of . E. physiological safety social personal self-actualization 4-42 Copyright © 2016 McGraw-Hill Education. needs? A. B. E. needs? A. E. physiological safety social personal self-actualization 154 According to Figure 4-5 above. D. B. needs? A. B defines what level in the Maslow hierarchy of . C.153 According to Figure 4-5 above. C. D defines what level in the Maslow hierarchy of . physiological safety social personal self-actualization 155 According to Figure 4-5 above. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . needs? A. E. D. All rights reserved. C. B. A. A. C. personal needs. E defines what level in the Maslow hierarchy of . . . D. E. self-actualization personal social safety physiological 4-43 Copyright © 2016 McGraw-Hill Education. social needs. needs referred to as A. All rights reserved. physiological safety social personal self-actualization 158 Self-fulfillment in the Maslow hierarchy of needs is an example of the highest-order . safety needs. A. B. 159 Status in the Maslow hierarchy of needs is an example of a __________ need. C. needs? A. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. self-actualization personal social safety physiological 161 Shelter in the Maslow hierarchy of needs is an example of a __________ need. . E. .157 According to Figure 4-5 above. self-actualization needs. E. B. C. D. D. D. E. B. C. self-actualization personal social safety physiological 160 Friendship in the Maslow hierarchy of needs is an example of a __________ need. physiological needs. E. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. All rights reserved. A. D. . E. .162 Food in the Maslow hierarchy of needs is an example of a __________ need. C. D. the Maslow hierarchy of needs? A. motivation for preservation products pyramid hierarchy of needs ladder of effects psychosocial influences 164 Considering Figure 4-5 above. B. C. A. B. a college education would be found in what level of . E. self-actualization personal social safety physiological Figure 4-5 163 Figure 4-5 above depicts the Maslow __________. B. D. E. . C. physiological self-actualization personal safety social 4-44 Copyright © 2016 McGraw-Hill Education. C. State Farm insurance products would be found in what . D. personality. of the Maslow hierarchy of needs? A. D. A. B. physiological self-actualization personal safety social 167 According to Figure 4-5 above. D. perception. B. core values. culture. All rights reserved. C. found in what level of the Maslow hierarchy of needs? A. E. level of the Maslow hierarchy of needs? A. . B. Chanel No. E. C. physiological self-actualization personal safety social 168 According to Figure 4-5 above. carrying an American Express Centurian Card would be . physiological self-actualization personal safety social 166 Considering Figure 4-5 above. E. Maslow hierarchy of needs? A. an apartment would be found in what level of the . B. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. E. 5 fragrances would be found in what level . E. 4-45 Copyright © 2016 McGraw-Hill Education. C.165 Considering Figure 4-5 above. D. motivation. physiological self-actualization personal safety social 169 A person's consistent behaviors or responses to recurring situations is referred to as . C. the way people see themselves and others. B. E. D. self-evaluation. those qualities that either attract or repel other members of a person's personal. self-concept. C. social. C. B. or professional environment. personal perception. a person's consistent behaviors or responses to recurring situations. C. E. 172 Enduring characteristics within a person or in his or her relationship with others are . referred to as a(n) __________. All rights reserved. and interprets information to create a meaningful ideal self.170 Personality refers to . E. People with compliant personalities prefer lesser known brand names. Personality is dynamic and typically changes several times as a person matures. to as A. individualized perception. the process by which an individual selects. E. self-actualization. . key trait persona self-concept core value ideal self 173 The way people see themselves and the way they believe others see them is referred . the attitudes that determine how people spend their time and resources and what they consider important. Most personality traits are formed during adulthood and don't change thereafter. Most personality traits are inherited or formed at an early age. A. A. C. 171 Which of the following statements about personality is most accurate? . B. 4-46 Copyright © 2016 McGraw-Hill Education. Personality is the energizing force that makes consumer behavior purposeful. A. D. D. organizes. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. All rights reserved. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. motivation attitude formation learning perception a self-concept 4-47 Copyright © 2016 McGraw-Hill Education. or vacationers. part of its workforce. self-concept individualized perception self-evaluation self-actualization personal perception 177 The process by which an individual selects. the degree to which a person is influenced by situational influences. 175 Marketers recognize that people have an actual self-concept and __________. . E. B. C. appeal to people's __________ in order to attract them as potential residents. D. E. B. E." it is trying to .174 Self-concept refers to . create a meaningful picture of the world is referred to as __________. D. E. and interprets information to . D. the way people see others and the way they believe others see other people. A. . B. C. a persona determined by their peers a persona determined by psychology an abstract self-concept an ideal self-concept an inconsistent self-concept 176 When the state of Virginia touts the slogan "Virginia is for Lovers. B. the degree to which a person trusts his or her own judgment in a purchase situation. the way people see themselves and the way they believe others see them. D. C. A. A. organizes. C. the need for personal fulfillment. when he read about palindromes for his English class.g. selective retention.178 Perception refers to . A. stimulus discrimination. the process by which an individual selects. selective intuition. 4-48 Copyright © 2016 McGraw-Hill Education.. selective attention. the way people see themselves and the way they believe others see them. . A. E. the human brain . a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. attempts to organize and interpret information with a process referred to as A. selective retention. selective perception. . selective attention. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. This is most likely the result of A. B. 179 A filtering of exposure. C. D. D. selective exposure. E. D. E. selective attention selective perception selective intuition selective retention stimulus discrimination 180 Because the average consumer operates in a complex environment. he saw three examples of the term within a matter of days. All rights reserved. and retention is called __________. seeing or hearing messages without being aware of them. and interprets information to create a meaningful picture of the world. from the left (e. a person's consistent behaviors or responses to recurring situations. selective perception. B. However. C. 181 A palindrome is a word or phrase that reads the same whether read from the right or . comprehension. E. organizes. madam). D. B. C. Marshall had never recalled hearing the term. Originally. stimulus discrimination. B. C. E. beliefs and to ignore messages that are inconsistent with them is referred to as A. The report was in a newspaper that Marla reads daily. selective comprehension. E. 183 Selective exposure is most likely to occur during which stage of the consumer .182 The tendency to pay attention to messages consistent with one's attitudes and . selective exposure. B. stimulus discrimination. D. C. C. C. selective retention. E. selective exposure. selective comprehension. selective comprehension. selective retention. selective perception. D. E. she did not bother to . All rights reserved. B. B. B. selective exposure. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. stimulus discrimination. selective analysis. purchase decision process? A. read a recent report by the New England Journal of Medicine suggesting that some fat in our diet is healthy. 4-49 Copyright © 2016 McGraw-Hill Education. information search purchase decision alternative evaluation postpurchase behavior problem recognition 184 Because Marla was so strongly committed to a fat-free diet. D. 185 Interpreting information so that it is consistent with one's attitudes and beliefs is . stimulus discrimination. but the headline did not appeal to her as the result of A. selective retention. selective perception. . referred to as A. . C. C. or hear. B. adopting advertising campaigns that use bright colors and a new selection of popular background music. C. read. E. E. All rights reserved. Although this may simply be the result of __________. D. D. if other women interpreted the name choice the same way. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. selective retention selective comprehension selective exposure selective perception subliminal discrimination 188 Selective retention is most likely to occur during which stage of the consumer . providing brochures for consumers to take home. D. E. D. A. B. hiring well-known celebrities to sponsor their products. information search purchase decision alternative evaluation postpurchase behavior problem recognition 189 Retailers can reduce problems associated with selective retention by .186 Prexa was offended by the brand name of a new product for women. 4-50 Copyright © 2016 McGraw-Hill Education. consumers do not remember all the information they see. adding more end-aisle and other point-of-purchase displays throughout the store. E. the name of the product was demeaning and that it reflected a negative attitude of the manufacturer towards women in general. it is likely this product would fail. A. selective retention selective comprehension selective exposure selective analysis stimulus discrimination 187 As a result of __________. B. offering extended service warranties. . B. even minutes after exposure to it. A. purchase decision process? A. She believed . or paragraphs communicated in writing or speech. 4-51 Copyright © 2016 McGraw-Hill Education. selective perception. indifference. D. 193 A movie theater owner embedded brief messages during trailers before showing the . The messages. B. the process of being brainwashed to the point of acting in a way that is contrary to or inconsistent with ones normal behavior. selective exposure. D. to as A. Subliminal messages have limited effects on behavior. E. selective retention. subliminal perception. C. Subliminal messages were deemed illegal by the Federal Trade Commission at the time these were shown in the movie theater. Subliminal perception enables marketers to motivate consumers to take an action. selective retention. feature film. which flashed on the screen for such a short time that moviegoers were not consciously aware of them. E. A." encouraging them to visit the snack lobby. Selective exposure is difficult for marketers to surmount. D. 192 Subliminal perception refers to . E. urged consumers to "Drink Coke" and to "Eat Popcorn. 191 The process of seeing or hearing messages without being aware of them is referred . the ability of a person to understand the allegorical meanings behind words. this may be the result of A. Selective perception overrides advertising messages. sentences. All rights reserved.190 If you read the chapters from your marketing textbook the night before this test and . Research has shown what about such messages? A. selective attention. a person's innate ability to read non-verbal cues like body language and facial expressions. the inability of a person to communicate due to lack of background knowledge or experience. D. subliminal perception. still could not remember several of the correct marketing terms to do well on the exam. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. C. . selective comprehension. selective perception. C. C. B. the process of seeing or hearing messages without being aware of them. E. B. sociocultural situational psychological acculturational attitudinal 4-52 Copyright © 2016 McGraw-Hill Education. Subliminal messages are more effective now due to the advances in computergenerated images in movies and TV programs. Subliminal Book Cover Photo 195 The book cover photo above for The Secret Sales Pitch: An Overview of Subliminal . E. B. D.S. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The Federal Communications Commission (FCC) believes that subliminal perception can be effective with a large majority of consumers. Advertising is about subliminal messages. B. which reflect which kind of potential influence on the consumer decision-making process? A. C. About half of U. consumers think that subliminal messages can cause them to buy products and services they don't want. . E. The use of subliminal messaging is monitored by the Better Business Bureau. Subliminal messages are illegal in the United States. A.194 Which of the following statements about subliminal perception is most accurate? . D. All rights reserved. A. 198 The fear of physical harm.196 The anxiety felt because the consumer cannot anticipate the outcomes of a purchase . C. D. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. a positive precedent state. B. the feeling of postpurchase psychological tension or anxiety that consumers may experience when faced with two or more highly attractive alternatives. product performance. . perceived risk. providing warranties and guarantees. All rights reserved. D. the personal. E. cognitive dissonance. giving extensive usage instructions. consumer cynicism. consumer angst. D. C. but believes there may be negative consequences is referred to as A. temporal uncertainty. the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. the size of financial outlay required to buy the product. spatial uncertainty. E. perceived risk and encourage purchases EXCEPT: A. B. providing free trials of the product. perceived risk. and even the lack of approval of friends can all contribute to A. . C. social. 197 Perceived risk is . E. B. securing endorsements from influential people. E. C. 4-53 Copyright © 2016 McGraw-Hill Education. purchase anxiety. using subliminal advertising. D. and economic significance of the purchase to the consumer. a negative antecedent state. 199 All of the following are marketing strategies designed to reduce consumers' . an unmerited fear of being taken advantage of in an exchange situation. the degree to which a seller is willing to make an exchange based upon a customer's credit worthiness. wisdom. a subscription to The Wall Street Journal an outfit for her first day a new coffee maker flowers to decorate her new apartment running shoes 203 Those behaviors that result from repeated experience and reasoning is referred to as . E. B. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education.200 When Clorox uses the Good Housekeeping Seal for its Fresh Step cat litter. . its strategy is to reduce consumers' __________ and encourage purchases. A. C. its . C. the following purchases would most likely have the greatest perceived risk for her the day before she begins the job? A. learning. B. E. E. . attitudinal identification. A. All rights reserved.000-mile warranty for its Kia Soul automobile. acculturation. strategy is to reduce a consumer's __________ and encourage purchases. E. C. D. A. B. 4-54 Copyright © 2016 McGraw-Hill Education. 100. Which of . consumer angst cognitive dissonance perceived risk purchase anxiety consumer cynicism 201 When Kia Motors offers a 10-year. C. psychosocial edification. D. behavioral learning cognitive learning brand loyalty perceived risk postpurchase dissonance 202 Kendall was excited to begin her new job after she graduated from college. D. B. attitude formation. class and you notice the Starbucks on the walk . E. D. You stop for a drink. This process is an example of A. cognitive learning. content that has been transferred from short-term to long-term memory. C. C. reinforcement. the process by which an individual selects. 4-55 Copyright © 2016 McGraw-Hill Education. 207 You are sleepy before your 8:00 a. E. D. and interprets information to create a meaningful picture of the world. E. cue. a predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. repeated exposure to it is referred to as ___________. the scientific method. The next day you do the same. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. perceptual learning retentive learning functional learning motivated learning behavioral learning 206 All of the following variables are central to how consumers learn from repeated . cognitive dissonance.m. B.204 Learning refers to . C. response. A. advertising. 205 The process of developing automatic responses to a situation built up through . behavioral learning. to school. . D. D. A. those behaviors that result from repeated experience and reasoning. and discussions with other people. purchase. organizes. B. and soon this has become a habit. and purchase something new that you really enjoy. B. B. drive. a consumer's subjective perception of how a product or brand performs on different attributes based on personal experience. experience EXCEPT: A. C. E. drive cue attitude response reinforcement 4-56 Copyright © 2016 McGraw-Hill Education. the dogs would still salivate even though food was not presented. your hunger is a __________. A. Eventually. What consumer behavior principle was involved in this research? A. B. D. C. when Pavlov only rang the bell. E. . cognitive learning the scientific method behavioral learning attitude formation cognitive dissonance 209 In behavioral learning. the same time he rang a bell. C. In terms of behavioral learning. All rights reserved. You see an ad for Subway. You . D. Pavlov presented salivating dogs with food at . No reproduction or distribution without the prior written consent of McGraw-Hill Education. a(n) __________ is a stimulus or symbol perceived by .208 Recall the famous experiment when Dr. which tastes great. E. B. A. consumers. your stomach growls. reinforcement cue response prompt drive 211 In behavioral learning. E. walk to the Subway shop and buy a sandwich. D. a need that moves an individual to action is a(n) __________. D. C. drive cue attitude response reinforcement 210 One evening while watching TV. B. A. C. B. . You see an ad for Jimmy . E. cue demotivator motivator response stimulus 215 While watching TV one evening. walk to the Subway shop and buy a sandwich. C. A. A. wearing a Hello Kitty t-shirt. B. C. which tastes great. B. a __________ is the action taken by a consumer to satisfy a . C. drive. You see an ad for Subway. your stomach growls. B. In terms of behavioral learning. In terms of behavioral learning. A. . drive reinforcement cue response prompt 214 In behavioral learning. D. D. You . walking to the sandwich shop and buying a sandwich is a __________. seeing a TV ad for Subway is a __________. D. E. E. seeing the girl with the Hello Kitty t-shirt was a __________. No reproduction or distribution without the prior written consent of McGraw-Hill Education. John's. You remember there is a store in the mall with a lot of Hello Kitty merchandise so you go there and buy a little backpack. B. D. she is very excited. When you give it to your cousin. You walk to Jimmy John's and buy a sandwich. drive reinforcement cue response prompt 213 You need to buy a gift for a young cousin's birthday. You go to the mall and see a girl . E. C. All rights reserved. which tastes great. In terms of behavioral learning. your stomach growls.212 While watching TV one evening. A. drive response reinforcement cue prompt 4-57 Copyright © 2016 McGraw-Hill Education. At the mall you see a girl . reinforcement achievement drive cue response 219 While watching TV one evening. she is very excited. You . No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. When you give it to your cousin. A. B. cue stimulus motivator response reinforcement 218 If a consumer tries a new coffee drink at Starbuck and hates it. C. D. A. . You see an ad for Subway. E. C. E. E. In terms of behavioral learning. All rights reserved. drive response reinforcement cue prompt 217 In behavioral learning. walk to the Subway shop and buy a sandwich. E. D. a __________ is the reward that is given to a consumer. B. C. . A.216 You need to buy a gift for a young cousin's birthday. which tastes great. your purchase at the Hello Kitty store was a __________. D. behavioral learning has been ineffective? A. reinforcement achievement drive cue response 4-58 Copyright © 2016 McGraw-Hill Education. C. wearing a Hello Kitty t-shirt. B. the great taste of the sandwich is a(n) __________. which variable of . D. your stomach growls. In terms of behavioral learning. You remember there is a store nearby with a lot of Hello Kitty merchandise so you go there and buy a little backpack. A. is called A. C. stimulus generalization. stimulus generalization. E. selective retention. 4-59 Copyright © 2016 McGraw-Hill Education. selective retention. D. E. such as Tylenol Cold and Flu and Tylenol P. stimulus discrimination. 223 A person's ability to perceive differences in stimuli is referred to as . A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. cognitive dissonance.220 When a response elicited by one stimulus becomes applicable to another stimulus. selective comprehension. 224 Consumers' ability to perceive taste differences in chocolate bars is an example of . selective retention. stimulus discrimination. selective comprehension. D. 221 If McNeil Consumer Healthcare uses the same brand name for different products . C.M. B. routine problem solving. selective comprehension. routine problem solving. E. based on behavioral learning theory. use? A. routine problem solving. C. stimulus discrimination. stimulus discrimination. . D. B. D. All rights reserved. selective comprehension. cognitive dissonance. stimulus generalization. D. stimulus generalization. B. E. stimulus generalization. selective retention. routine problem solving. selective comprehension. C. C. E. this strategy is an example of A. B. B. selective retention. 222 Which of the following is a concept from behavioral learning theory that marketers . it . stimulus discrimination cognitive learning attitudinal learning stimulus generalization behavioral learning 4-60 Copyright © 2016 McGraw-Hill Education. others' behaviors and adjusting one's own behavior accordingly is known as what type of learning? A. E. Marketers who employ comparative advertising are trying to use __________ to make consumers believe that their products are better than competitors' offerings. No reproduction or distribution without the prior written consent of McGraw-Hill Education. stimulus discrimination. C. 227 Comparative advertising. B. stimulus generalization. A. He is exhibiting A. E. cognitive dissonance. cognitive dissonance selective retention selective comprehension stimulus generalization stimulus discrimination 228 Making connections between two or more ideas or simply observing the outcomes of . B. stimulus generalization. with its regular fat content. selective retention.225 Elsa contends that she can taste the difference between fat-free cheeses and those . D. B. in which one brand is compared to another. C. All rights reserved. D. C. Elsa is exhibiting A. C. cause consumers to perceive differences between the products featured in the advertising. B. D. selective retention. D. selective comprehension. at most of the other gaming websites or retail stores such as Game Stop. selective comprehension. stimulus discrimination. E. . E. 226 Edison noticed that prices at a new video game rental website were lower than those . cognitive dissonance. is intended to . 229 When Betty Crocker repeatedly advertises that a cake baked from one of its mixes . B. personal problem solving. consumers are unable to distinguish among brands in blind tests (i. including soft drinks. which is the basis of A. D. broth for added flavor. stimulus discrimination brand loyalty cognitive learning stimulus generalization behavioral learning 230 Advertising explains that the drug Plavix works by preventing plaque buildup in . using a cognitive learning technique. using a behavioral learning technique. creating stimulus generalization. C. using a behavioral learning technique. B. consumers have strong preferences for specific brands. D. E. even when prices are similar. routine problem solving. C. All rights reserved. taste or other use of the products without labels). coffee. This is an example of A. using an attitudinal learning technique. C. C. 232 Research has found that for many products. . They may buy out of habit. This is an example of A. E. using a cognitive learning technique. 231 The back of a box of Hinode Harvest Blend rice mix suggests cooking with chicken . D. B. limited problem solving.. and . D. Nonetheless. No reproduction or distribution without the prior written consent of McGraw-Hill Education.e. 4-61 Copyright © 2016 McGraw-Hill Education. it is influencing which type of learning? A. high-involvement problem solving. tastes just like homemade. E. reducing perceived risk. using an attitudinal learning technique. arteries that can cause heart attack and stroke. extended problem solving. E. cosmetics. creating stimulus generalization. B. reducing perceived risk. Brand loyalty increases the perceived risk associated with impulse purchases. E. C.233 A favorable attitude toward and consistent purchase of a single brand over time is . B. All rights reserved. 234 Brand loyalty refers to . A. brand loyalty. consumer allegiance. Learning has little effect on brand loyalty because most habits are instinctual. The best way to enhance brand loyalty is to brand all new products with the same brand name. B. Brand loyalty results from the positive reinforcement of previous actions. 235 Which of the following statements about brand loyalty is most accurate? . attitude belief value motivation perception 4-62 Copyright © 2016 McGraw-Hill Education. A. D. D. the group of brands that a consumer would consider acceptable from among all the brands in the product class of which he or she is aware. E. . referred to as A. C. the faith that other products manufactured by the same company with the same brand name will be of the same quality. stimulus generalization. C. attitudinal discrimination. a formalized agreement of a vendor to carry one brand over another because it views the quality of that brand to be superior to all others. C. E. a favorable attitude toward and consistent purchase of a single brand over time. the willingness of consumers to try a new brand in a brand line based upon their satisfaction with other brands in the line. A. B. E. D. behavioral loyalty. D. 236 A learned predisposition to respond to an object or class of objects in a consistently . No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. The incidence of brand loyalty is steadily rising in North America. favorable or unfavorable way is referred to as a(n) __________. E. E. E. An attitude results in responses that are consistently favorable or unfavorable way. organizes. 240 A consumer's subjective perception of how a product or brand performs on different . A. then you probably will have a favorable . __________ toward automobiles with good fuel economy. B. advertising. A. Marketers are primarily concerned with American core values when developing advertising messages. D. C. . and interprets information to create a meaningful picture of the world. D. belief value attitude motivation perception 239 Which of the following statements is FALSE about attitudes? . Personal values affect attitudes by influencing the importance assigned to specific product attributes. Attitudes are learned. C. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. C. values attitudes beliefs predispositions opinions 4-63 Copyright © 2016 McGraw-Hill Education. and discussions with other people are referred to as __________. Attitudes are shaped by one's values and beliefs.237 An attitude refers to . and discussions with other people. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. the process by which an individual selects. A. D. E. a person's consistent behaviors or responses to recurring situations. B. attributes based on personal experience. All rights reserved. C. a consumer's subjective perception of how a product or brand performs on different attributes based on personal experience. the feelings one has about the preferable modes of conduct that tend to persist over time. D. B. advertising. A. 238 If you hold a personal value of thriftiness. E. a consumer's subjective perception of how a product or brand performs on different attributes. (2) changing the perceived importance of attributes. D. (2) __________. and brands: (1) changing beliefs about the extent to which a brand has certain attributes. refocusing a consumer's attention from one attribute to another D. denigrating the attributes of competitors' products 4-64 Copyright © 2016 McGraw-Hill Education. reinforcing the consumers' sense of self confidence in making wise purchase decisions B. and (3) adding new attributes to the product. reinforcing the consumers' sense of self confidence in making wise purchase decisions B. actively educating consumers about the product's competitive advantages C. the process by which an individual selects. changing beliefs about the extent to which a brand has certain attributes E. C. All rights reserved. organizes. and (3) __________. the moral and ethical precepts that guide a person's behavior. adding new attributes to the product C. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. and interprets information to create a meaningful picture of the world. . refocusing a consumer's attention from one attribute to another D. B. A. and brands: (1) __________. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. denigrating the attributes of competitors' products 243 Marketers use three approaches to try to change consumer attitudes toward products . denigrating the attributes of competitors' products 244 Marketers use three approaches to try to change consumer attitudes toward products . actively educating consumers about the product's competitive advantages C. a person's consistent behaviors or responses to recurring situations. and brands: (1) changing beliefs about the extent to which a brand has certain attributes. changing the perceived importance of attributes D. actively educating consumers about the product's competitive advantages E. (2) changing the perceived importance of attributes. A. A. refocusing a consumer's attention from one attribute to another E.241 Beliefs refer to . reinforcing the consumers' sense of self confidence in making wise purchase decisions B. and (3) adding new attributes to the product. 242 Marketers use three approaches to try to change consumer attitudes toward products . Prior to doing so. changing beliefs about the extent to which a brand has a specific attribute. adding a new attribute. few consumers considered freshness an issue for soft drinks. Ford has targeted not only people who are excited about technology but also those who want to contribute to cleaner air. changing the perceived importance of attributes C. adding a new attribute. providing stimulus generalization. Ford set a goal to attract 20. E. C. reducing the perceived risk of the product. . E. adding new attributes to the product D. B. 248 Pepsi-Cola made "freshness" an important product attribute when it stamped . Pepsi is trying to change consumers' attitudes toward its soft drinks by A. contains calcium. The new promotion involves changing consumers' attitudes toward Tums by A. D. changing beliefs about the extent to which Tums has a specific attribute. 4-65 Copyright © 2016 McGraw-Hill Education. B. D. changing the perceived importance of a specific attribute. providing free trials of the new product E. reducing the perceived risk. C.245 What attitude change approach did Colgate marketers use to encourage consumers . for Tums stress both the fact that it can be used as a calcium supplement and the health benefits of calcium. No reproduction or distribution without the prior written consent of McGraw-Hill Education. freshness dates on its cans.000 buyers a year for this SUV. Ford is trying to change consumer attitudes by A. 247 The Ford Escape Hybrid SUV was the first SUV on the market to be powered by both . electricity and gasoline. providing stimulus generalization to prospective buyers. reducing perceived risk. obtaining a seal of approval to reduce consumers' risk and encourage purchases 246 Most people already know that Tums. changing beliefs about the extent to which a brand has a specific attribute. D. All rights reserved. changing beliefs about the extent to which a brand has certain attributes B. adding a new attribute. a popular antacid. Today. E. providing stimulus generalization to prospective buyers. to purchase its product when it began to include the antibacterial agent triclosan in its product? A. ads . C. B. changing the perceived importance of a specific attribute. changing the perceived importance of a specific attribute. D. psychographics is limited in its ability to target consumers. what they consider important in their environment. 4-66 Copyright © 2016 McGraw-Hill Education. 250 Lifestyle refers to . a self-defined identification of belonging to a lower. Psychographics combines demographic data. B. and beliefs. A. or upper class in terms of values. a mode of living that is defined by one's personal moral philosophy. A. attitudes. the similar values. demographics psychographics social statistics physiological needs sociographics 252 Which of the following statements about psychographics is most accurate? . and what they think of themselves and the world around them. . C. a mode of living that is identified by how people spend their time and resources. and demographics to uncover consumer motivations for buying and using offerings. E. psychological data. and what they think of themselves and the world around them is referred to as A. D. middle. B. D. E. the set of behaviors that is a result of spending one's time and money as one pleases. C. D. culture. B.249 A mode of living that is identified by how people spend their time and resources. reference group. C. E. A. and behaviors that members of society share. E. Although helpful in segmenting markets. Psychographics combines psychology. . Psychographics is unable to provide actionable information about potential customers since the data obtained from the research is too subjective to be reliably interpreted and acted upon. psychographics. social class. B. interests. and actual spending data of consumers to create VALS profiles. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. All rights reserved. lower-middle. uppermiddle. lifestyle. 251 Another name for the analysis of consumer lifestyles is __________. Psychographic data is extremely vulnerable to current social trends and therefore is best suited to new market-product combinations rather than existing ones. what they consider important in their environment. . lifestyle. A. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. their media usage and their demographics.that give meaning to their self or the world and govern their activities. D. and self-expression . E. A. 256 In the VALS framework. D. a person's resources include all of the following EXCEPT: . The VALS framework seeks to explain why and how consumers make purchase decisions. C. Consumers are inspired by one of three primary motivations . cognitive learning theory. and satisfaction to their lives. B. C. their demographics. A consumer's gender and age have a direct effect on placement within a VALS consumer segment. D. a study on the hierarchy of needs. age. 254 The VALS framework segments consumers is based on . and gender. a psychographic system. their product usage. B. All rights reserved. . material physical temporal psychological demographic 4-67 Copyright © 2016 McGraw-Hill Education. a personality assessment. C. E. A. Consumers are motivated to buy products and services and seek experiences that give shape. D. B. E. geodemographic segmentation. where they live. C. achievement.ideals. substance.253 The VALS framework is an example of . E. A. The VALS framework identifies eight consumer segments. their primary motivation for buying products and their resources. 255 Which of the following statements about the VALS framework is FALSE? . One segment of the two ideals-motivated groups. Believers. have fewer resources and are conservative. those consumers who are practical and deliberate . A. C. A. established codes such as family.257 VALS groups of consumers motivated by __________ are those who are guided by . includes mature. D. D. B. C. knowledge. Innovators. reflective. All rights reserved. Thinkers. and the nation. C. ideals achievement self-expression rewards success 258 In the VALS framework. E. B. and responsibility. community. information-seekers. and well-educated people who value order. conventional people with concrete beliefs based on traditional. One segment of the two Ideals-motivated groups. principle. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Experiencers. and who value durability and functionality in products over styling and newness are called A. knowledge and principle. D. E. consumers motivated by ideals are guided by knowledge and . consumers motivated by ideals are guided by knowledge and . A. known as __________. principle. Makers Believers Thinkers Survivors Achievers 259 In the VALS framework. E. . B. Experiencers Believers Makers Achievers Thinkers 4-68 Copyright © 2016 McGraw-Hill Education. 260 In the VALS framework. E. C. religion. known as __________. D. B. Achievers. A. and are generally brand loyal. E. E. services that demonstrate success to their peers or to a peer group they aspire to. __________ choose familiar products and brands. ideals achievement self-expression rewards success 263 In the VALS framework. C. known as __________. A. high-and-low-resource group. C. Believers Thinkers Makers Experiencers Achievers 262 VALS groups of consumers motivated by __________ are those who look for products . D. have a busy. Experiencers Believers Makers Achievers Thinkers 4-69 Copyright © 2016 McGraw-Hill Education. All rights reserved. E. Image is important to them. B. consumers who are looking for products and services that . ideals-motivated group. goal-directed lifestyle and a deep commitment to career and family. A. B. and services that demonstrate success to their peers or to a peer group they aspire to. consumers motivated by ideals are guided by knowledge and . favor American-made products. achievement-motivated group. One segment of the two achievement-motivated groups. E. demonstrate success to their peers or to a peer group they aspire to are called a(n) A. consumers motivated by achievement look for products and . D. B. B. . No reproduction or distribution without the prior written consent of McGraw-Hill Education. principle. self-expression-motivated group. C. D. rewards-and-success-motivated group. D. C.261 In the VALS framework. 264 In the VALS framework. B. social or physical activity. and less self-confident than Achievers. services and are interested in time-saving devices given their hectic schedules are called A. Thinkers. E. consumers who favor established. Experiencers. 266 In the VALS framework. funloving. Believers Experiencers Strivers Makers Survivors 268 VALS groups of consumers who are motivated by __________ are those who desire . B. Strivers Experiencers Believers Makers Survivors 267 In the VALS framework. D. prestige products and . C. services that demonstrate success to their peers or to a peer group they aspire to. B. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. A segment of the achievement-motivated groups. of education and household income than Achievers are called __________. are trendy. C. E. D. known as __________. D. Achievers. and risk. . Believers. All rights reserved. D.265 In the VALS framework. A. ideals rewards achievement self-expression success 4-70 Copyright © 2016 McGraw-Hill Education. C. variety. A. E. achievement-motivated consumers who have a lower levels . Strivers. consumers motivated by achievement look for products and . C. A. D. D. D. E. D. consumers who spend much of their income on fashion. known as __________. Strivers. and risk. physical activity. C. C. A. B. socializing. Thinkers. E. Strivers Experiencers Believers Makers Survivors 4-71 Copyright © 2016 McGraw-Hill Education.growing vegetables or fixing a car. . E. B. A. B. B. and social activities are referred to as __________. outdoor recreation. physical activity. . consumers motivated by self-expression desire social or . consumers motivated by self-expression desire social or . No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. Makers. variety. A. offerings that make them look good. E. consumers whose energy finds outlets in exercise. One segment of the two self-expression-motivated groups. and risk. and have a desire for the latest things are called A. sports. are young. Experiencers. express themselves and experience the world by working on it . entertainment. and impulsive consumers who become excited about new possibilities but are equally quick to cool. C. enthusiastic. known as __________. 271 In the VALS framework. All rights reserved. One segment of the two self-expression-motivated groups. variety. . Believers Strivers Achievers Makers Experiencers 272 In the VALS framework. Experiencers Believers Makers Achievers Thinkers 270 In the VALS framework.269 In the VALS framework. Believers. and material __________. sophisticated. D. __________.273 In the VALS framework. includes successful. A. D. . D. A. ideals rewards self-expression achievement resources 276 In the VALS framework. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. and are unimpressed by material possessions except those with a practical or functional purpose are referred to as __________. A. physical. known as . consumers with fewer resources who are practical people. the segment with the most abundant resources. E. D. B. B. self-expression-motivated consumers who have fewer . take-charge people with high selfesteem and resources of all kinds. value self-sufficiency. two segments stand apart based on their abundance or lack . C. resources and express themselves and experience the world by working on it are referred to as __________. C. All rights reserved. of psychological. Experiencers Thinkers Makers Believers Strivers 275 In the VALS framework. E. B. have constructive skills. C. . E. A. Experiencers Innovators Makers Achievers Strivers 4-72 Copyright © 2016 McGraw-Hill Education. C. Experiencers Thinkers Strivers Believers Makers 274 In the VALS framework. B. Actualizers Innovators Achievers Makers Strivers 278 Dutch tulip growers have developed pre-sprouted bulbs which will bloom in just a few . independence. Survivors Believers Makers Innovators Experiencers 279 LG. Which of the following VALS profiles would be the most likely target market for this product? A. known as __________. B. you have used lifestyle analysis in the past. C. and character . D.are referred to as __________.277 In the VALS framework. Nurseries plan to promote the pre-sprouted tulips to people who appreciate finer things and will pay a premium price. . E. E. weeks after spring planting so people who did not plant bulbs in the fall can have spring flowers. consumers can have abundant or minimal level of . Thinkers Innovators Makers Survivors Strivers 4-73 Copyright © 2016 McGraw-Hill Education. and material resources. One segment with minimal resources. A. C. focus on meeting basic needs (safety and security) rather than fulfilling desires. Which of these VALS segments would be most suitable to target? A. 3D OLED (Organic Light Emitting Diode) HDTV. physical. B. B. but as an expression of cultivated tastes. D. E. Survivors Believers Experiencers Achievers Innovators 280 In the VALS framework. . C. psychological. consumers who place importance on image . C. All rights reserved. a consumer electronics manufacturer. No reproduction or distribution without the prior written consent of McGraw-Hill Education. particularly the VALS system. E. of power or status. A. to help you profile your customers.not as evidence . D. As its marketing manager. recently introduced a 55" Internet-capable. D. Thinkers. Survivors Achievers. D.281 In the VALS framework. Experiencers Believers Thinkers Survivors Makers 284 In the VALS framework. E. A. B. B. C. Experiencers Thinkers Believers Strivers Makers 4-74 Copyright © 2016 McGraw-Hill Education. D. Strivers Believers Survivors Makers Thinkers 282 Two VALS segments stand apart. . B. B. Survivors Experiencers. All rights reserved. . consumers with the least resources of any segment . Makers 283 In the VALS framework. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. especially if they can be purchased at a discount are referred to as __________. E. E. . D. Believers Strivers. each consumer segment exhibits unique media preferences. D. Strivers Innovators. and innovation and the other represents the lowest resources and innovation. C. A. These two groups are the __________ and the __________. Which segment would be the most likely to visit Facebook? A. E. one represents the group with the highest resources . and are loyal to favorite brands. C. represent a modest market for most products and services. each consumer segment exhibits unique media preferences. Which segment would be the most likely to read national newspapers? A. . Which segment is most likely to view outdoor advertising? A. A refers to A. each consumer segment exhibits unique media preferences. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Achievement. E. B. C. C. the VALS framework above. Survivors. E. Self-Expression. D. 4-75 Copyright © 2016 McGraw-Hill Education. . Strivers Experiencers Believers Survivors Makers VALS Framework 286 VALS creates profiles of people based on their primary motivation and resources.285 In the VALS framework. Ideals. In . D. All rights reserved. Innovators. B. 290 VALS creates profiles of people based on their primary motivation and resources. B. E. 288 VALS creates profiles of people based on their primary motivation and resources. C. Survivors. E. Innovators. In . No reproduction or distribution without the prior written consent of McGraw-Hill Education. In . Innovators. Survivors. Ideals. 289 VALS creates profiles of people based on their primary motivation and resources. Innovators. C. D. Achievement. Self-Expression. C. the VALS framework above. 4-76 Copyright © 2016 McGraw-Hill Education. Achievement. E. B. Ideals. E refers to A. D. Self-Expression. B. Self-Expression. D refers to A. B refers to A. In . C. E. Achievement. Ideals. the VALS framework above. C refers to A. Self-Expression. Innovators.287 VALS creates profiles of people based on their primary motivation and resources. In . All rights reserved. B. the VALS framework above. Survivors. D. Achievement. Ideals. . Survivors. the VALS framework above. D. Two important aspects of personal influence to marketing are A. lifestyle and motivation. word-of-mouth activity and psychographics. . C. buzz managers. opinions. B. parental guidance peer pressure opinion leadership government regulation psychographics 293 Consumers' purchases are often influenced by the views. Two aspects of personal influence that are important to marketing are __________ and word-of-mouth activity. others. B. or behavior of . B. D.291 A consumer's purchases are often influenced by the views. opinions. opinion leadership and word-of-mouth activity. A. consumer socialization word-of-mouth activity peer pressure government regulation sales promotion 294 Individuals who exert direct or indirect social influence over others are referred to as . A. personality and lifestyle. 292 A consumer's purchases are often influenced by the views. D. psychographics and demographics. others. achievers. D. C. E. B. A. decision makers. or behaviors of . opinions. E. opinion leaders. or behaviors of . E. C. innovators. E. others. Two aspects of personal influence that are important to marketers are opinion leadership and __________. D. C. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 4-77 Copyright © 2016 McGraw-Hill Education. B. D. 1 percent 5 percent 10 percent 25 percent It depends upon the type of product. B. D. C. 296 Your company is introducing a new line of activewear for teenagers and invites the . lifestyle makers aspirational people autonomous leaders opinion leaders joint decision makers 297 What percentage of adults is considered to be opinion leaders? . C. in an organization who encourages other paid individuals to forward marketerinitiated messages to others via e-mail. B. . Citizen Eco-Drive Ad 4-78 Copyright © 2016 McGraw-Hill Education. E. D. within an organization who influences decision-making. who exerts direct or indirect social influence over others. members of the high school track team to a private display of the line. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and blogs. A. social networking websites. A. C. All rights reserved. who is able and willing to cut red tape and move an organization's marketing program forward. who is able to use moral suasion to get others to comply with the latest trends.295 An opinion leader is an individual . A. E. This group consists of __________ for activewear clothing. B. 25 percent 33 percent 50 percent 75 percent 90 percent 4-79 Copyright © 2016 McGraw-Hill Education.298 When Citizen (see the ad above) uses a spokesperson such as football player Eli . A. C. subjective. C. C. interpersonal gossip. . often negative. D. misconceptions that are passed from one person to another as the result of selective perception. D. A. C. D. peer persuasion. D. A. consumer socialization. the individuals who exert direct or indirect social influence over others. opinion formations. casual or unconstrained conversation or reports about other people or offerings involving details that are not confirmed as being true. 300 Word of mouth refers to . B. it believes he is a(n) __________ who can influence the purchase decision of its target market. E. E. Manning to promote its Eco-Drive watches. A. All rights reserved. opinion leader product champion innovator BzzAgent rainmaker 299 The influencing of people during conversations is referred to as . B. advertising or public service announcements that rely solely on auditory or voice messages to reach an organization's target market. E. the influencing of people during conversations. 301 What percentage of all consumer conversations about brands happens face-to-face? . E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. word of mouth. B. employing VALS segmentation strategies. phone. recruiting and deploying people to produce buzz. All rights reserved. C. B. among friends. D. and humor in advertising. E.302 About __________ of all consumer conversations about brands happen over the . 5 percent 10 percent 15 percent 25 percent 40 percent 304 What percentage of U. giving appropriate product demonstrations. D. 4-80 Copyright © 2016 McGraw-Hill Education. . product sales is directly tied to word of mouth activity . No reproduction or distribution without the prior written consent of McGraw-Hill Education.S. B. running teaser advertising campaigns in advance of new-product introductions. C. E. family. B. D. and colleagues? A. A. music. promote positive or retard negative word of mouth EXCEPT: A. B. 10 percent 25 percent 33 percent 50 percent 67 percent 305 All of the following are marketing activities designed to stimulate conversations that . C. D. C. E. E. 5 percent 10 percent 15 percent 25 percent 40 percent 303 What percentage of all consumer conversations about brands happens online? . A. using slogans. was the first on the Internet to create a public forum for new products. uses ethnographic research techniques to discover subtle behavioral and emotional reactions to products in their natural use environment. a few people in an Internet chat room stated that the product was harmful to house pets. poor opinion leadership. If P&G had not been convinced it would be a very successful product. buzz. When Febreeze was introduced. consumer ethnocentrism. B. E. D. hype buzz propaganda tweet spin 308 BzzAgent is a firm that specializes in a marketing strategy known as . B. A. is the number one consumer information source in developing countries. D. All rights reserved. . B. a lack of back translation. captures honest word-of-mouth testimonials from satisfied customers who will promote new products or services. negative word of mouth. . spin. D. D. E. E. viral marketing. C.306 Febreeze is an odor-controlling spray that is manufactured by Procter & Gamble. sting. unfortunately the rumor spread. counteracts false rumors or negative buzz for quality products or services that have been unjustly accused on social networking websites. 309 BzzAgent . C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. cultural insensitivity. E. . A. B. C. C. 307 Popularity created by consumer word of mouth is called __________. 4-81 Copyright © 2016 McGraw-Hill Education. Though untrue. it would have dropped Febreeze from its P&G product line as a result of A. A. teaser advertising. All rights reserved. B. E. C. rejects about __________ of the companies that seek its service. considered low-income. E. B. through the size of their purchases. D. spokespersons. A. 313 Reference groups refer to . older than 25 years of age. C. Fortune 500 CEOs. 20 percent 40 percent 50 percent 70 percent 80 percent 312 People to whom an individual looks as a basis for self-appraisal or as a source of . D. A. those with whom a person does not wish to be a member of or identified with.310 About 65 percent of BzzAgents are . affect where marketing dollars will be spent. A. C. 311 BzzAgent researches a product or service before committing to a campaign and . D. D. people to whom an individual looks to as a basis for self-appraisal or as a source of personal standards. reference groups. E. C. . those buyers who. homogeneous divisions in a society that consists of people who share similar values. B. interests. action-oriented consumers. 4-82 Copyright © 2016 McGraw-Hill Education. personal standards are referred to as A. men. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and behaviors. the relatively permanent. B. buzzing entrepreneurs. E. opinion leaders. social classes. individuals who exert direct or indirect social influence over others. C. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 4-83 Copyright © 2016 McGraw-Hill Education. E. B. dissociative aspiration associative identification political 316 The specialized group of consumers with a structured set of relationships involving a . and the product in use. A. affect where marketing dollars will be spent on a particular brand. a specialized group of consumers with a structured set of relationships involving a particular brand. . C. homogeneous divisions in a society that consists of people who share similar values. the relatively permanent. those brands with whom a person does not wish to be identified with. E. E. people to whom an individual looks to as a basis for purchasing particular brands. D. B. fellow customers of that brand. and the product in use is referred to as a(n) __________. particular brand.314 A reference group to which a person actually belongs is referred to as a(n) __________ . primary associative aspiration dissociative integrated 315 College students who wear clothing displaying the Greek letters for fraternities or . D. A. C. D. group. those buyers who. through the size of their purchases. fellow customers of that brand. B. A. and brands. A. All rights reserved. B. sororities to which they belong are demonstrating pride in a(n) __________ group. interests. brand community VALS opinion leader social class buzz group 317 A brand community refers to . E. C. behaviors. that a person feels is significantly above him or her in terms of socioeconomics. A. that a person knows he or she can never really fit into because of basic cultural differences. Nation. D. E. D. C. B. D. C. that a person wishes to be a member of or wishes to be identified with. E. A. . A. dissociative aspiration associative VALS social class 319 Many University of Florida students. preference associative aspiration assimilation integrated 321 An aspiration group is one . B. A. D. C. All rights reserved. VALS type aspiration group social class brand community market segment 320 A reference group that a person wishes to be a member of or wishes to be identified . B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and wishes to continue with. 4-84 Copyright © 2016 McGraw-Hill Education." the name of the __________ given to supporters of the University of Florida's educational and athletic programs. and others view themselves part of "Gator . with is referred to as a(n) __________ group. E. E.318 A brand community is a specialized form of the __________ reference group. fans. C. to which a person belongs. B. . that a person wishes to maintain a distance from because of differences in values or behaviors. A. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. E. creates which type of reference group? A. differences in values or behaviors is referred to as a(n) __________ group. E. it should focus on people . B. socialization associative aspiration dissociative integrated 4-85 Copyright © 2016 McGraw-Hill Education. E. All rights reserved. A. . C. a stable for horses. D. C. A. doctors. B. B. and even . It also has numerous high-profile business people. B. associative aspiration dissociative pressure involvement 323 A recent American Express advertising claim that "membership has its privileges" . To attract new members. D. who view its current members as a(n) __________ group. C. associative aspiration dissociative reference involvement 325 A reference group that a person wishes to maintain distance from because of . tennis courts. aspiration group dissociative group assimilation group integrated group associative group 324 If a fraternity or sorority wants to attract new members.322 A local country club has a great golf course. D. and local politicians as members. E. the club's board of directors should focus its marketing efforts on people who view its current members as a(n) __________ group. swimming pool. B. consumer assimilation consumer socialization consumer lifestyle purchase decision process purchasing enculturation 4-86 Copyright © 2016 McGraw-Hill Education. and decision-making within the family or household is referred to as __________ influence. C. C. passage through the . A. A. to function as consumers is referred to as __________. family life cycle. A. E. there are two major political parties whose members disagree . B. D. B. and attitudes necessary . Both Republicans and Democrats view one another as being part of a(n) __________ group. D. and decision-making within the family or household. No reproduction or distribution without the prior written consent of McGraw-Hill Education.326 In the United States. with each other on a variety of issues. passage through the family life cycle. psychographic demographic family reference group personal 329 The process by which people acquire the skills. E. A. D. associative aspiration dissociative reference involvement 327 __________ influences on consumer behavior result from three sources: consumer . . B. Functional Situational Social Family Personal 328 Consumer behavior that results from consumer socialization. knowledge. All rights reserved. E. C. C. D. E. socialization. the relatively permanent. Nicole reminds her she needs to keep saving. B. the age of two. she is allowed to pay for it herself. more expensive item. at A. purchasing enculturation. Nicole . consumer acculturation. But if Kelli wants something that costs more than she has saved. knowledge. B. D. living outside their parents' home for the first time and being responsible for their purchase decisions. what they consider important in their environment. when they can understand the responsibility involved in saving money to be able to consume products and services. C. though most people change their brand preferences many times during their lifetimes. 331 Research shows that consumer socialization with respect to brand preferences begin .330 Consumer socialization refers to . Nicole encourages the development of Kelli's A. In this way. the age of thirteen when they become teenagers. purchasing socialization. . each phase bringing with it identifiable purchasing behaviors. 332 Nicole gives her young daughter Kelli an allowance of $5 a week. C. the people to whom an individual looks as a basis for self-appraisal or as a source of personal standards. and behavior can be grouped. E. consumer assimilation. E. When Kelli is finally able to purchase a special. No reproduction or distribution without the prior written consent of McGraw-Hill Education. homogeneous divisions in a society into which people sharing similar values. takes Kelli shopping. the modes of living that are identified by how people spend their time and resources. at any time. D. Sometimes. and what they think of themselves and the world around them. the age of eighteen when they become college students. 4-87 Copyright © 2016 McGraw-Hill Education. D. consumer socialization. E. the age of five when their cognitive skills have developed to understand the concept of money. including bringing the product to the sales clerk to complete the purchase. and attitudes necessary to function as consumers. the distinct phases that a family progresses through from formation to retirement. All rights reserved. the process by which people acquire the skills. A. B. interests. C. B. is referred to as a(n) A. the distinct phases a family progresses through from formation to retirement. the distinct phases a blended family progresses through from marriage to separation. B. A. ideal family unit. 336 The family life cycle concept describes the distinct phases a family progresses . reference group. D. household socialization. through from __________. each phase bringing with it identifiable purchasing behaviors. 335 The demographic situation. formation to retirement B.333 The concept that consists of the distinct phases that a family progresses through . All rights reserved. the distinct phases a family progresses through from the birth of children to when the children leave home. each phase bringing with it identifiable purchasing behaviors. B. E. or death occurs 4-88 Copyright © 2016 McGraw-Hill Education. 18 years old and which constitutes 21 percent of all U. typical household. the distinct phases a family progresses through from the birth of children to retirement. A. family scale. is referred to as the A. C. from formation to retirement. households. D. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. each phase bringing with it identifiable purchasing behaviors. each phase bringing with it identifiable purchasing behaviors. each phase bringing with it identifiable purchasing behaviors. each phase bringing with it identifiable purchasing behaviors.S. . socialized household. C. family continuum. consisting of married couples with children younger than . birth to death C. family life cycle. E. divorce. the intergenerational purchasing habits and product preferences that are passed down from one generation to the next. separation. marriage to retirement unless a divorce. E. and remarriage. the birth of children until they leave home E. traditional family. household patterning. 334 The family life cycle concept refers to . the birth of children to retirement D. C. both the husband and the wife make the purchase decisions together. E. The most financially secure group of any family life cycle stage is single parents with children. spouse-dominant and spouse-submissive. which of the following groups most likely . B. joint and passive. C. Single divorcees are more likely to buy life insurance than any other group. A. C. A.337 Which of the following statements about the family life cycle is most accurate? . No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. D. D. D. E. E. Income and gender are two of the variables considered in the family life cycle. C. D. democratic and autocratic. B. B. 341 Which type of purchase is most likely to be the result of joint decision-making? . A. C. C. E. the wife makes the majority of the purchase decisions. either the husband or the wife is primarily responsible for purchase decisions. and consumer electronics. 340 Spouse dominant decision-making implies that . the husband makes the majority of the purchase decisions. A. the wife and the husband alternate with respect to their purchase decisions. B. groceries children's toys medicine home appliances breakfast cereal 4-89 Copyright © 2016 McGraw-Hill Education. active and passive. has the largest amount of discretionary income? A. E. automobiles. B. joint and spouse-dominant. Young singles represent a target market for recreational travel. young couples without children single parents with children young singles young married couples with children middle-aged couples with children 339 The two major styles of family decision-making are . The majority of households today are composed of traditional families. All rights reserved. . 338 Based on the stages of the family life cycle. users. Which best describes the roles each family member played in making this decision? A. aspiration group. Josh's dad chose and ordered a Dell. opinion leader. and a gatekeeper. D. a user. With autonomous decision-making. C. Women have little influence when it comes to men's clothing purchases except for socks or ties. Husbands make most of the purchase decisions made about cars. so his dad asked him to . Josh's mother acted as an information gatherer. Josh took on all the roles except that of purchaser. All rights reserved. Ann acted as a user and an influencer. . E. purchaser. look into the latest products and their prices. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and decision makers. outer directed. influencer. Josh's father took on all of the roles. associative group. influencer. vacations. process are A. and car maintenance. medicine. The use of joint decision-making is directly related to the educational levels achieved by the spouses. information gatherer. D. Josh's mom asked that the new computer have an ergonomic keyboard because she has wrist problems. The two types of family decision-making are joint and autonomous. an influencer. E. inner directed. 343 The five roles of individual family members in the consumer purchase decision . B. belonger. His sister Ann wanted the computer to have a lot of memory to edit videos. opinion leader. experiential. and user. 4-90 Copyright © 2016 McGraw-Hill Education. and user. A. 344 Josh told his father that the family needed a new computer. and user. D. B. decision maker. purchaser. Josh's mother and Ann acted as information gatherers. and decision maker. decision maker. and homes. opinion leader. and achiever. With this information. emulator.342 Which of the following statements about family decision making is most accurate? . decision maker. sustainer. need driven. E. C. the husband would make all the decisions about groceries. B. he has taken on all of the roles. an . information gatherer influencer purchaser decision maker user 4-91 Copyright © 2016 McGraw-Hill Education. E. A. C. The role of the little girl in this purchase was that of __________. Dad asks his mother to determine the cost of a trip to New York and if they could stay with relatives while there. I don't like . B. information gatherer influencer purchaser decision maker user 347 In 31% of households. B. All rights reserved. The mother and the grandmother only played the role of influencer. C. prepared most of the meals for the family. As an anniversary gift. Dad wants to stay home this year and . The grandmother plays the roles of user. Mom and their daughter want to go to a beach. D. C. and information gatherer. Ari's primary role in this process was that of __________. influencer. a toddler tells her mother. __________ are the primary grocery shoppers." Her mother puts down the peas and chooses green beans instead. D. use the money for home repairs. B. Since the father will make the final vacation decision.345 The Martinez family is considering a vacation. amateur chef. peas. A. Jennifer bought Ari a top-of-the-line professional cook top and range. E. D. though they may . His mom who lives with them wants to visit relatives in New York. 346 When strolling through the grocery store. No reproduction or distribution without the prior written consent of McGraw-Hill Education. "Yuck. so her husband Ari. A. C. D. B.users and influencers. teenagers extended family members paid help children of any age men 348 Jennifer usually worked long hours at her job at the hospital. not be the grocery decision makers. Which of the following sentences best describes the roles each family member played in making this decision? A. The females in the family only play two roles . E. There is no family member serving as an information gatherer. . E. subgroups within the larger. D. and attitudes. and attitudes that are learned and shared among the . social classes. E. culture with unique values. D. . subcultures. A. or national. 4-92 Copyright © 2016 McGraw-Hill Education. or national. All rights reserved. A. $12 billion $26 billion $104 billion $208 billion $547 billion 350 The set of values. attitudes are referred to as A. whose values and beliefs are diametrically opposed to foreign cultures. C. B. C. subgroups within the larger national culture. culture with unique values. No reproduction or distribution without the prior written consent of McGraw-Hill Education. families. groups within organizations whose values and beliefs influence the corporate culture.349 What is the annual market size for the products bought by or for preteens and . B. members of a group is referred to as __________. C. ideas. stakeholder groups outside an organization whose values and beliefs are contrary to the corporate culture. teenagers? A. ideas. and . ideas. reference groups. D. E. 352 Subcultures refer to . C. E. D. B. national character culture social class code of ethics ethnic ideology 351 Subgroups within the larger. E. the designation given to people between the ages of 13 and 24 whose values and beliefs are not yet fully formed but are still influenced both by their families and society. normative groups. B. Hispanics are often brand loyal and willing to pay a premium price for premium quality. challenge? A. Uniquely Hispanic buying patterns have virtually disappeared over the past ten years due to increased assimilation.353 Which of the following is the largest racial/ethnic subculture in the United States? . Americans rank as __________ in terms of spending power. African . All rights reserved. A. Convenience is an essential product attribute for Hispanic homemakers with respect to food preparation or consumption. D. D. B. they tend to be ethnocentric in their product preferences. . E. Hispanic buying preferences are strongly influenced by contemporary fads and fashions. A. the largest the second largest the third largest equal with Hispanics equal with Asian Americans 4-93 Copyright © 2016 McGraw-Hill Education. C. E. C. Hispanics prefer imports to American-made products. Hispanics don't consider advertising a credible source of product information. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. 355 Which of the following is a reason that marketing to Hispanics has proven to be a . B. Asian Americans Hispanics Caucasians African Americans Native Americans 354 Which of the following statements about Hispanic buying patterns is most accurate? . C. E. A. Assimilation is valued and the Hispanic community finds cultural target marketing offensive. B. E. D. 356 Among the three major racial/ethnic subcultures in the United States. The Hispanic subculture is diverse. Hispanics are dubious about using advertising as an information source. Hispanics communities are spread across the entire country and therefore difficult to target. B. Assimilated Asian Americans exhibit buying patterns that are very different from the typical American consumer. D. There is no real diversity among Asian American subcultures. African American men spend more on health and beauty products than Caucasian men do. 359 Which of the following statements about Asian American buying patterns is most .357 Which of the following statements about African American buying patterns is most . E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 358 Which of the following statements about African American buying patterns is most . B. C. African Americans are not price conscious but are strongly motivated by quality and choice. D. accurate? A. African Americans spend more on products for women and girls. Because McDonald's standardizes its products across all cultures.assimilated. C. The typical African American family is five years older than the typical Caucasian family. especially in terms of clothing. it does not actively market to Asian Americans. there are more similarities than points of difference. African American purchase behavior is still affected by the historical deprivation in employment and educational opportunities in the United States. There are very few differences in the consumption patterns of African Americans and Caucasians. D. All rights reserved. E. C. 4-94 Copyright © 2016 McGraw-Hill Education. accurate? A. There are significant differences between the buying patterns of African Americans and Caucasians of similar socioeconomic status. . B. When socioeconomic status differences between African Americans and Caucasians are removed. African Americans are not price conscious. B. non-assimilated. The Asian American subculture is the most entrepreneurial in the United States. Consumer research on Asian Americans suggests individuals and families divide into three groups . E. accurate? A. Adult African Americans spend half as much on online services than Caucasians. and recent immigrants. is a concert pianist. non-assimilated.assimilated. D. and exhibit buying patterns very much like typical American consumers are referred to as __________ Asian Americans. George. E. consumer. C. Asian Americans are the least educated racial/ethnic subculture in the United States. and managerial positions. D. Assimilated Asian Americans have very different buying patterns from a typical U. due to inherent differences in Asian subcultures that transcend generations E. non-assimilated. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. non-assimilated. . is in medical school. yet celebrating their culture by purchasing authentic Asian goods B. yet celebrating their culture by seeking traditionally Asian occupations D. non-assimilated. This family is likely to exhibit which of the following Asian American buying patterns? A. socialized upper class nonassimilated subcultured assimilated 362 An Asian-American family whose relatives emigrated four generations ago has three . Brent is a second-year business student. The Asian American subculture is growing very slowly in the United States. assimilated. Consumer research on Asian Americans suggests individuals and families divide into three groups . exhibiting buying patterns very much like other typical American consumers 4-95 Copyright © 2016 McGraw-Hill Education. accurate? A. A. B. assimilated. The oldest son. B. E. highly educated.360 Which of the following statements about Asian American buying patterns is most . Susan.S. at the age of 21. hold professional . All rights reserved. children. exhibiting buying patterns very much like other typical American consumers C. and recent immigrants. 361 Asian Americans who are conversant in English. There is great diversity among Asian American subcultures. B. B. A. A Groupon "deal of the day" e-mail may trigger a need in a consumer's problem recognition stage of the purchase decision process to do (buy) something they may not ordinarily do. No reproduction or distribution without the prior written consent of McGraw-Hill Education.to 45-year old male with an average income of about $25. In the alternative evaluation stage of the consumer purchase decision process. C. Groupon consumers rarely follow the purchase decision process like they do for other consumer offerings because they do not have time for an information search. A. All rights reserved. the business model is hard to adapt at the local level. B. Generally. The typical Groupon user is a 35.363 Groupon built its business model on the premise that . though it works well for large. A. some consumers buy the coupons but never use them. national businesses. D. 364 Which of the following statements about Groupon is most accurate? . eventually leaving them dissatisfied and unlikely to use Groupon again. consumers would band together and try a new product or service if businesses would offer lower prices to entice them to take advantage of a daily deal offered to them. so customers must be converted into repeat purchasers for this to be cost effective. 4-96 Copyright © 2016 McGraw-Hill Education." E. consumers would be receptive to online sweepstakes. Groupon faces extraordinary competition because the daily deal technology is easy to copy. E. C. . C. consumers would be willing to pay for fun and exciting online video games that are playable on their smartphones and tablet devices. consumers would want to "check in" and earn points and badges for visiting businesses. 365 All of the following are challenges that Groupon faces EXCEPT: . many Groupon customers focus on place or distribution as the most important evaluative criterion. businesses would be willing to post their 30-second TV advertising on a social network.000 who is looking for a great deal. E. D. D. Groupon must develop a comprehensive understanding of the differences in international buying behaviors to continue its explosive growth outside the United States. The Groupon purchase decision is made online and then confirmed by a telephone call when enough consumers agree to the offer and the "deal tips. most of the Groupon deals are unprofitable for merchants. 367 You will be graduating soon and have been offered what you consider the job of your . D. .Short Answer Questions Figure 4-1 366 Identify and explain the five stages of the consumer purchase decision process as . What decision process will you go through to purchase an automobile? 4-97 Copyright © 2016 McGraw-Hill Education. All rights reserved. C. dreams. however. No reproduction or distribution without the prior written consent of McGraw-Hill Education. shown in A. requires some traveling so you will need a car. You currently do not have one. B. and E in Figure 4-1 above. The new position. 370 Name the five situational influences that affect the consumer purchase decision . 4-98 Copyright © 2016 McGraw-Hill Education. limited problem solving. process.368 Would you agree or disagree with the following statement? "It's a lot cheaper and . Give an example of when each might be used. and . extended problem solving. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 369 Compare and contrast routine problem solving." Explain your answer. easier to keep existing customers than to try to find new ones. . Ruth knows she will be ready to buy every baby-oriented product she sees because she wishes that she too was having a baby. she must go today during her lunch break. 4-99 Copyright © 2016 McGraw-Hill Education.371 Ruth. 373 Psychologists point out that an individual's needs may be hierarchical. that is. All rights reserved. one set of needs is met. Name each of the five levels in the hierarchy in order and give an example of each. wants to buy a special baby gift for her best friend's baby . who has no children. . Which situational influence was not described? 372 Define motivation and personality and how they impact marketing. She is planning on taking her sister with her to help make the selection. once . Identify each of the situational influences that are described in this scenario. people seek to satisfy the next set of needs in the hierarchy. Since she won't have any time between work and the baby shower. No reproduction or distribution without the prior written consent of McGraw-Hill Education. which is this evening. . shower. 374 How do selective perception. 4-100 Copyright © 2016 McGraw-Hill Education. and . . 376 Explain how attitudes are shaped by our values and beliefs. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . selective exposure. selective retention differ? 375 Why is learning important to marketing? . selective comprehension. 379 The VALS system seeks to explain why and how consumers make purchase decisions.377 How might Ford Motor Company apply the three methods of attitude change in its . . . All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. marketing activities? 378 What does lifestyle mean and why is it important to marketers? . Consumers motivated by ideals are guided by knowledge and principle. 4-101 Copyright © 2016 McGraw-Hill Education. Explain the difference between Thinkers and Believers. Levine to appear in an ad campaign? What kind of influence could he have on consumer behavior? 381 Define consumer socialization. No reproduction or distribution without the prior written consent of McGraw-Hill Education. select Maroon 5 frontman Adam . . an acne treatments company. 4-102 Copyright © 2016 McGraw-Hill Education.380 Why would Proactiv. . 382 Why is the family life cycle important to marketing? . All rights reserved. 383 What is a subculture? Name examples of products targeted at American subcultures. . 4-103 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . 15 30 45 60 80 percent percent percent percent percent Women make 60 percent and influence 80 percent of new-car buying decisions.Chapter 04 Understanding Consumer Behavior Answer Key Multiple Choice Questions 1. D. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. limited. Women make what percentage of new-car buying decisions? (p. 86) A. All rights reserved. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. Level of Difficulty: 1 Easy Topic: Chapter Opener: Enlightened Carmakers 4-104 Copyright © 2016 McGraw-Hill Education. Women influence what percentage of new car-buying decisions? (p. 86) A. . and extended problem solving. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. limited. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. 15 20 40 60 80 percent percent percent percent percent Women make 60 percent and influence 80 percent of new-car buying decisions. B. E. C. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Chapter Opener: Enlightened Carmakers 2. women care more about quality than men. and scan car advertisements. men make the majority of new-car purchasing decisions. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. E. Women actively seek information and postpone a purchase decision until all options have been evaluated. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. . (p. (p. women and men think differently about the new-car buying experience. Level of Difficulty: 2 Medium Topic: Chapter Opener: Enlightened Carmakers 4-105 Copyright © 2016 McGraw-Hill Education. men care more about price than women. Women frequently visit auto-buying websites. and marketing executives to better understand the way women decide to buy new cars. C. While car price and quality are important. D. Recommendations of friends and relatives matter most for the final decision. engineers. and extended problem solving. 86) Enlightened carmakers have hired women designers. C. Level of Difficulty: 2 Medium Topic: Chapter Opener: Enlightened Carmakers 4. meeting the expectations of men during the new-car purchasing process was more difficult than meeting those of women. E. Women care more about exterior styles and lines and men are more concerned with cargo space and gas mileage. B. The issue of "speed" is an important factor to men but not really important to women. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Women are more likely to make their new car purchase selection as a result of information provided by a friend or a relative than from promotional information. read car-comparison articles. Women have definite likes or dislikes when buying a new car. Most women actually enjoy the price negotiation process. 86) Which of the following statements about how women buy new cars today is most accurate? A. All rights reserved. limited. but they don't feel comfortable expressing their opinions. D.3. women and men think differently about other key elements of the new-car buying experience. They learned that A. and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. B. When it comes to the actual purchase process. For women. E. 87) Many automobile dealerships employ a non-negotiable or no-haggle price strategy to sell their cars. As a result. limited. Level of Difficulty: 3 Hard Topic: Chapter Opener: Enlightened Carmakers 4-106 Copyright © 2016 McGraw-Hill Education. C. including passenger airbags and reinforced side panels. A customer who wants to buy a new or used car would pay the posted price. women distrust men in general and car salesmen in particular. D. safety is about features that help to survive an accident. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. B. D. Level of Difficulty: 2 Medium Topic: Chapter Opener: Enlightened Carmakers 6. Women in particular dread price negotiations that are often involved in buying a new car. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. C. 110 ) Which of the following statements about how women buy cars today is most accurate? A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . safety is about features that would help survive an accident. (p. the industry was discussing the abandonment of self-regulation practices.5. but they don't feel comfortable expressing their opinions. All rights reserved. women are more adept negotiators than men. B. Women have definite likes or dislikes when buying a car. a sluggish economy guarantees that negotiations would produce negative profit per vehicle. Women usually shop one dealership before making a decision and men usually shop three. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. These dealers probably adopted this pricing policy because A. E. (p. many recent immigrants into the United States are not accustomed to negotiation. a non-negotiable or no-haggle price strategy may appeal to women car buyers. yet still want to buy a car. Women care more about exterior styles and lines and men are more concerned with cargo space and gas mileage. women have an intense dislike of price negotiation. For women. consumer behavior. Key term definition .7. limited. market research. including the mental and social processes that come before and after these actions. D. (p. C. C. and extended problem solving. consumer behavior. Key term definition . B. those purchasing behaviors that result from (1) repeated experience and (2) reasoning. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Consumer behavior refers to (p.consumer behavior. limited. Level of Difficulty: 1 Easy Topic: Consumer behavior 8. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 88) A. and consume. . B. are referred to as A. Level of Difficulty: 1 Easy Topic: Consumer behavior 4-107 Copyright © 2016 McGraw-Hill Education. E. the actions a person takes in purchasing and using products and services. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. the five stages a buyer passes through in making choices about which product and service to investigate. the mental and social processes related to purchasing that are innate in a person from birth. purchase intentions. 88) The actions a person takes in purchasing and using products and services. consumer conduct. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. purchase. All rights reserved. the aspects of a consumer's decision-making processes that cannot be measured. E. including the mental and social processes that come before and after these actions. purchase protocols. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. the financial limitations one must overcome to accomplish these actions. C. (p. 88) The five stages a buyer passes through in making choices about which products and services to buy is called the __________.purchase decision process. including A. All rights reserved. the cognitive and attitudinal processes that must be learned to complete these actions. information decision process purchase decision process alternative evaluation process postpurchase behavior process problem recognition process Key term definition . Level of Difficulty: 2 Medium Topic: Consumer behavior 10. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. including the mental and social processes that come before and after these actions.9. the mental and social processes that come before and after these actions. E. (p. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 4-108 Copyright © 2016 McGraw-Hill Education. and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. Consumer behavior refers to the actions a person takes in purchasing and using products and services. D. See Figure 4-1. and extended problem solving. 88) Consumer behavior includes the actions a person takes in purchasing services and using products and services. E. the emotional processes that occur during these actions. B. the physical effort spent on these actions. A. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. . D. limited. B. 88) The initial stage in the consumer purchase decision process involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. What is this stage called? A. information search purchase decision alternative evaluation opportunity identification problem recognition Problem recognition is the initial stage in the consumer purchase decision process. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-109 Copyright © 2016 McGraw-Hill Education. and extended problem solving. and extended problem solving. limited. D. A. . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. All rights reserved. which involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision.11. See Figure 4-1. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 12. No reproduction or distribution without the prior written consent of McGraw-Hill Education. See Figure 4-1. (p. limited. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. 88) There are five stages in the consumer purchase decision process. postpurchase behavior alternative evaluation purchase decision problem recognition information search Problem recognition is the initial stage in the consumer purchase decision process. C. D. B. which involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. E. (p. The first stage is __________. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search Information search is the second stage in the consumer purchase decision process. B. A. What is this stage called? A. B. The second stage is __________. and extended problem solving. which may include an internal search and/or an external search. a consumer begins to search for information. which involves searching for information. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. 88) The second stage in the consumer purchase decision process involves searching for information. information search purchase decision alternative evaluation opportunity identification problem recognition After recognizing a problem. See Figure 4-1. See Figure 4-1. No reproduction or distribution without the prior written consent of McGraw-Hill Education. (p. which may include an internal search and/or an external search. All rights reserved.13. and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . 88) There are five stages in the consumer purchase decision process. which may include an internal search and/or an external search. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-110 Copyright © 2016 McGraw-Hill Education. (p. C. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 14. D. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. E. limited. C. limited. What is this stage called? A. E. All rights reserved. limited. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. (p. C. D. (p. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 16. information search purchase decision alternative evaluation opportunity testing problem recognition In the process of collecting information a consumer also accrues alternative products from which to choose. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.15. C. The third stage is __________. . D. B. and extended problem solving. postpurchase behavior alternative evaluation purchase decision problem recognition information search Alternative evaluation is the third stage in the consumer purchase decision process. the consumer develops evaluative criteria (both objective and subjective) for the ultimate decision. limited. E. A. At this stage. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-111 Copyright © 2016 McGraw-Hill Education. which involves evaluating brands in the consideration set based on evaluative criteria (both objective and subjective) identified during the information search step for the ultimate decision. B. and extended problem solving. 89) There are five stages in the consumer purchase decision process. See Figure 4-1. 89) The third stage in the consumer purchase decision process involves evaluating brands in the consideration set based on the evaluative criteria (both objective and subjective) identified during the information search step for the ultimate decision. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. See Figure 4-1. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. 17. (p. 90) The fourth stage in the consumer purchase decision process involves deciding from whom to by and when to buy so that the purchase decision can be made. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search Purchase decision is the fourth stage in the consumer purchase decision process, which involves deciding from whom to buy and when to buy so that the purchase decision can be made. See Figure 4-1. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 18. (p. 90) There are five stages in the consumer purchase decision process. The fourth stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation option testing problem recognition Having examined the alternatives in the consideration set, the consumer decides from whom to buy and when to buy. Once these decisions are made, the purchase decision is made. See Figure 4-1. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-112 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 19. (p. 90) The fifth stage in the consumer purchase decision process involves comparing the product or service purchased by buyers with their expectations to determine whether they are either satisfied or dissatisfied. What is this stage called? A. B. C. D. E. postpurchase behavior alternative evaluation purchase decision problem recognition information search Postpurchase behavior is the fifth stage in the consumer purchase decision process, which involves comparing the product or service purchased by buyers with their expectations to determine whether they are either satisfied or dissatisfied. See Figure 4-1. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Consumer purchase decision process 20. (p. 90) There are five stages in the consumer purchase decision process. The fifth stage is __________. A. B. C. D. E. information search purchase decision alternative evaluation postpurchase behavior problem recognition After buying a product, the consumer compares it with his or her expectations and is either satisfied or dissatisfied. See Figure 4-1. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-113 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Figure 4-1 21. (p. 88) In Figure 4-1 above, A represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search problem recognition alternative evaluation option identification The first stage of the consumer purchase decision process is problem recognition. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 22. (p. 88) In Figure 4-1 above, B represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search problem recognition alternative evaluation financial consideration The second stage of the consumer purchase decision process is information search. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-114 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 23. (p. 88) In Figure 4-1 above, C represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search problem recognition alternative evaluation financial consideration The third stage of the consumer purchase decision process is alternative evaluation. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 24. (p. 88) In Figure 4-1 above, D represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search financial transaction alternative evaluation postpurchase behavior The fourth stage of the consumer purchase decision process is the actual purchase decision. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-115 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 25. (p. 88) In Figure 4-1 above, E represents which stage of the consumer purchase decision process? A. B. C. D. E. purchase decision information search financial transaction alternative evaluation postpurchase behavior The fifth stage of the consumer purchase decision process is postpurchase behavior. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 26. (p. 88) According to Figure 4-1 above, the point at which you would exchange money for your sandwich of corned beef on rye would be found in stage __________. A. B. C. D. E. A B C D E The actual purchase (D) follows three previous stages: problem recognition, information search, and alternative evaluation. See Figure 4-1. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 4-116 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 27. (p. 88) Perceiving a difference between a person's ideal and actual situations that is big enough to trigger a decision is called A. B. C. D. E. problem recognition. alternative evaluation. cognitive dissonance. routine response behavior. postpurchase behavior. Text term definition - problem recognition. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Problem recognition 28. (p. 88) During the consumer purchase decision process, an individual at the __________ stage will perceive differences between his or her ideal and actual situations big enough to trigger a decision. A. B. C. D. E. problem recognition alternative evaluation cognitive dissonance information search postpurchase behavior Problem recognition, the initial step in the consumer purchase decision process, involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Problem recognition 4-117 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. limited. E. the initial step in the consumer purchase decision process. "It's really hard for me to get to class on time without a car. "I don't have anything to wear to the party this weekend. and extended problem solving. The student's problem is that she does not have anything she likes for the party. D. Level of Difficulty: 3 Hard Topic: Problem recognition 30. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. C. the initial step in the consumer purchase decision process. D. 88) When the marketing student said. E. and extended problem solving." she seems to be in which stage of the consumer purchase decision process? A. B. 88) When Aurelia looked in her closet and said. purchase decision alternative evaluation information search problem recognition postpurchase behavior Problem recognition." she was entering which stage of the consumer purchase decision process? A. The student's problem is that she hasn't been able to get to class on time without a car. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. C. Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Problem recognition 4-118 Copyright © 2016 McGraw-Hill Education. involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. .29. B. purchase decision alternative evaluation information search problem recognition postpurchase behavior Problem recognition. (p. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. (p. All rights reserved. (p. the company aired some ads on various TV programs showing children being comforted and sleeping restfully with a Glow Pet. E. Level of Difficulty: 3 Hard 4-119 Copyright © 2016 McGraw-Hill Education. making parents and kids alike desire such a situation. The pillows are colorful animals that produce a soft light for 20 minutes at a time and were produced for children with a fear of the dark. C. B. 88) Jamie goes shopping with a friend and notices her friend's durable ripstop nylon wallet. As a result. C. from the makers of Pillow Pets. involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision.a difference between their ideal and actual situations that is big enough to trigger a decision to buy the product. the initial step in the consumer purchase decision process. 88) Glow Pets.31. B. D. Jamie realized she needed a new wallet. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The content of the advertising's message most likely focuses on which stage of the consumer purchase decision process? A. information search problem recognition purchase behavior alternative evaluation pre-purchase cognition Problem recognition. E. Level of Difficulty: 3 Hard Topic: Problem recognition 32. All rights reserved. are a light-up pillow product designed for young children. D. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. . problem recognition information search alternative evaluation purchase decision postpurchase behavior The content of the advertising's message would most likely focus on the problem recognition stage of the consumer purchase decision process to get consumers to realize that they may need a Glow Pet to get to sleep better . In which stage of the consumer purchase decision process was Kristi when she had this realization? A. She thinks of her own worn wallet and realizes she needs a new one. limited. the initial step in the consumer purchase decision process. . creating a sense of fear or guilt. Level of Difficulty: 2 Medium Topic: Problem recognition 4-120 Copyright © 2016 McGraw-Hill Education. advertisements or salespeople can activate a consumer's decision process by showing the shortcomings of competing (or currently owned) products. promising product attributes that exceed the actual product potential. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. (p. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. manipulating a customer's want into a need. B. C. C. Amanda realized she needed a new pair of running shoes because one of the shoe's seams was unraveling. D. As she is lacing up her running shoes. B. involves perceiving a difference between a person's ideal and actual situations big enough to trigger a decision. E. 88) In marketing. and extended problem solving. E. Level of Difficulty: 3 Hard Topic: Problem recognition 34. No reproduction or distribution without the prior written consent of McGraw-Hill Education. shifting the consumer's focus from internal search to external search.Topic: Problem recognition 33. information search problem recognition purchase behavior alternative evaluation prepurchase cognition Problem recognition. (p. she notices that one of the shoe's seams is unraveling and she thinks it is about time for a new pair. showing the shortcomings of competing (or currently owned) products. In marketing. advertisements or salespeople can activate a consumer's purchase decision process by A. All rights reserved. D. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. In which stage of the consumer purchase decision process is Amanda at that moment? A. 88) Amanda plans to go for a run after her classes are over. E. problem recognition information search alternative evaluation purchase decision postpurchase evaluation Once a need is recognized the consumer enters the information search stage. and develops consumer value perceptions? A. yields brand names that might meet the criteria. E. and develops consumer value perceptions. information search purchase decision alternative evaluation postpurchase behavior problem recognition After recognizing a problem. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. All rights reserved. D. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. 88) Scanning your memory for previous experiences with products or brands occurs during which stage of the consumer purchase decision process? A. . Level of Difficulty: 2 Medium Topic: Information search 4-121 Copyright © 2016 McGraw-Hill Education. (p. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. first by scanning one's memory for previous experiences with products or brands. C. B. (p. Level of Difficulty: 1 Easy Topic: Information search 36. yields brand names that might meet the criteria. and extended problem solving. B.35. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. C. The information search stage in the consumer purchase decision process suggests criteria to use for the purchase. 88) Which stage in the consumer purchase decision process suggests criteria to use for the purchase. limited. a consumer begins to search for information. limited. All rights reserved. Level of Difficulty: 3 Hard Topic: Information search 38. (p. yields brand names that might meet the criteria. yields brand names that might meet the criteria. E.37. the consumer is determining a cost criterion. D. C. problem recognition alternative evaluation purchase decision evaluation information search The information search stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and develops consumer value perceptions. and develops consumer value perceptions. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Information search 4-122 Copyright © 2016 McGraw-Hill Education. C. A. B. the consumer is looking at different brands. "How much can I afford to spend on a new 42" LED HDTV?" A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. 88) In which stage in the consumer purchase decision process would a consumer ask. one of which may be owned by a roommate. . D. (p. In this stage. problem recognition alternative evaluation information search purchase decision comparison The information search stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. In this stage. 88) "Which brand of smartphone does my roommate own?" would be a question asked during the __________ stage in the consumer purchase decision process. Scanning your memory for previous experiences with products or brands is called (p. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. B. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. cognitive dissonance. internal search. . E. and a visit to Ford's website has revealed that the Ford Fusion Hybrid SE uses hybrid fuel technology with the latest in lithium-ion battery technology. Text term definition . (p. and develops consumer value perceptions (not addressed here). Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. You are currently in which stage of the consumer purchase decision process for this type of automobile? A. limited. 88) A. All rights reserved. Level of Difficulty: 1 Easy Topic: Internal search 4-123 Copyright © 2016 McGraw-Hill Education. 88) You have determined you want to buy an advanced hybrid vehicle. and extended problem solving. Level of Difficulty: 3 Hard Topic: Information search 40. The information search stage clarifies the problem for the consumer by suggesting criteria to use for the purchase (hybrid technology). B. D. problem recognition. problem recognition needs analysis purchase decision information search postpurchase evaluation After a consumer has recognized a problem. the next step in the decision making process is to search for information. C. alternative evaluation. yields brand names that might meet the criteria (Ford Fusion Hybrid SE). C.internal search. E. D.39. No reproduction or distribution without the prior written consent of McGraw-Hill Education. external search. She remembered the discount website she visited last year for her purchases. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. problem recognition internal search external search purchase task antecedent state Text term definition . 88) When an elementary school teacher was returning to school in the fall. No reproduction or distribution without the prior written consent of McGraw-Hill Education. personal external source public external source market-dominated external source internal search market-dominated internal source When the teacher scanned her memory for previous experiences with products or brands. (p. so she'll start there to see if the website still carries the items previously purchased. she wanted to buy markers and craft paper. D.internal search. B. E.41. . All rights reserved. limited. D. C. 88) A(n) __________ in the consumer purchase decision process occurs when consumers scan their memories for previous experiences with products or brands. (p. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and extended problem solving. Level of Difficulty: 3 Hard Topic: Internal search 4-124 Copyright © 2016 McGraw-Hill Education. What term best describes the information search method used by the teacher? A. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Internal search 42. she was engaged in an internal search for information. C. B. E. A. recollection search external search evaluative criteria antecedent states internal search The stage in the consumer purchase decision process when consumers scan their memories for previous experiences with products or brands is referred to as internal search. He remembers the brand of watch that she wears and considers if she would like a new one by the same maker. 88) Casey's girlfriend will celebrate her birthday next week. All rights reserved. (p. B. recollection search external search evaluative criteria antecedent states internal search The stage in the consumer purchase decision process when consumers scan their memories for previous experiences with products or brands is referred to as internal search. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. C. D. 88) Bob's best friend Mike turns 25 next week. E. Because Bob has purchased three personal computers and other consumer electronic devices over the past five years. C. This is an example of what part of the consumer purchase decision process? A. Level of Difficulty: 3 Hard Topic: Internal search 4-125 Copyright © 2016 McGraw-Hill Education. he scanned his memory for various brand options. . This is an example of what part of the consumer purchase decision process? A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Bob decided to purchase Mike a tablet device/e-book reader as a present. Level of Difficulty: 3 Hard Topic: Internal search 44. (p. so he needs to buy her a gift. D.43. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. Julie wants to buy her a good mystery. the precognition of an antecedent state. D. problem recognition. The stage in the consumer purchase decision process when consumers scan their memories for previous experiences with products or brands is called internal search. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. . a swing set. B. an internal search. E. a gift for her babysitter. a purchase task. No reproduction or distribution without the prior written consent of McGraw-Hill Education. an iPhone. (p. When Tina's birthday approaches. E. (p. 88) A mother of two toddlers would primarily use an internal search of her prior experiences with products and brands when purchasing A. When Julie was trying to recall her favorite mystery authors. she was engaged in A. 88) Julie is an avid mystery reader and her babysitter Tina has been borrowing some of her books over the summer. D. C. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. disposable diapers. a weekend getaway. A consumer would typically use an internal search of her prior experiences with frequently purchased products such as disposable diapers. All rights reserved.45. Level of Difficulty: 3 Hard Topic: Internal search 4-126 Copyright © 2016 McGraw-Hill Education. C. an external search. Level of Difficulty: 3 Hard Topic: Internal search 46. D. and the cost of gathering information is low. D. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 88) A. B. E. All rights reserved. An external search for product information is likely to occur when (p. 88) A(n) __________ for information is needed when past experience or knowledge is insufficient. review of past experience provides adequate information. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: External search 48. the risk of making a wrong decision is high. A. and the cost of gathering information is low. and extended problem solving. external search cognitive search alternative search internal search postpurchase search Text term definition . C. An external search for information is especially needed when past experience is insufficient. the risk of making a wrong purchase decision is high. the item is for personal use rather than for professional use. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. E. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the item is frequently purchased. the cost of gathering information is low. and extended problem solving. (p. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. . Level of Difficulty: 2 Medium Topic: External search 4-127 Copyright © 2016 McGraw-Hill Education.external search. C. the risk of making a wrong purchase decision is low. limited. B.47. limited. B. a consumer is more likely to use an external search for information. In addition. E. problem recognition. 88) When past experience is insufficient. and websites. and the cost of gathering information is low. an internal search. Emily is searching for information about tablet devices from external sources including friends. she has talked to several salespeople at Apple and Best Buy and has looked at some websites. As a result. Level of Difficulty: 3 Hard Topic: External search 4-128 Copyright © 2016 McGraw-Hill Education. An external search is especially important when the cost of gathering information is low. (p. the creation of an antecedent state. D. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Emily is engaging in A. C. 88) Emily wants to purchase a tablet device. E. (p. and the cost of gathering information is low. C. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. a purchase task. internal search informal search expert directed search external search experiential search When past experience is insufficient. the risk of making a wrong decision is high. She is unsure about what hardware and apps she will need. Level of Difficulty: 2 Medium Topic: External search 50. relatives. she has begun asking for advice from her friends and relatives. when past experience is insufficient. salespeople.49. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. such as HP and Dell. the risk of making a wrong decision is high. B. and extended problem solving. and when the risk of making a wrong decision is high. D. A. an external search. . All rights reserved. a consumer is more likely to use an __________ for information. D. and when the risk of making a wrong decision is high. 88) Relatives and friends whom the consumer trusts are known as __________ sources of external information. . E. Nico is engaging in A. Level of Difficulty: 1 Easy Topic: Information search 4-129 Copyright © 2016 McGraw-Hill Education. salespeople. Level of Difficulty: 3 Hard Topic: External search 52.personal sources. B. All rights reserved. an internal search. As a result. C. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. he has talked to a salesperson at a Wolf camera shop and Best Buy and has looked at some websites. A. Nico is searching for information about cameras from external sources including friends. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. (p. he has begun asking for advice from friends and relatives. having never owned one. (p. the purchase decision. C. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. relatives. problem recognition. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and websites. D. 88) Nico wants to buy a new digital camera for his semester studying abroad but he knows very little about cameras himself.51. An external search is especially important when the cost of gathering information is low. relational marketer-dominated personal stakeholder public Text term definition . the creation of an antecedent state. limited. In addition. when past experience is insufficient. E. B. an external search. All rights reserved. advertising. government agencies. C. and extended problem solving. D. and TV consumer programs. product-rating organizations. . Public sources of external search information include various product-rating organizations such as Consumer Reports. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. relatives. Text term definition . salespeople. Level of Difficulty: 1 Easy Topic: Information search 54.public sources. public sources. and extended problem solving. relational sources. marketer-dominated sources. personal sources. B. limited. limited.53. various product-rating organizations. C. B. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. are known as A. E. (p. (p. 88) An example of a public source of information consulted during an external search would include A. D. friends. 88) When conducting an information search. stakeholder sources. such as government agencies and TV consumer programs. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 2 Medium Topic: Information search 4-130 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 2 Medium Topic: Information search 56. All rights reserved. E. a sales person at the Apple Store. Level of Difficulty: 2 Medium Topic: Information search 4-131 Copyright © 2016 McGraw-Hill Education. Public sources of external search information include various product-rating organizations such as Consumer Reports. a point of purchase display at Target. limited. . and TV consumer programs. government agencies. advertisements sales personnel friends and relatives government agencies point of purchase displays Public sources of external search information include various product-rating organizations such as Consumer Reports. (p. People magazine advertising. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. and TV consumer programs. limited. A. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. C. 88) There are various nonprofit publications dedicated to assisting in consumer education and decision-making. 88) An example of a public source of information consulted during an external search would include A. D. E. your brother-in-law. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Consumer Reports magazine. B. C. __________. B. and TV consumer programs. Examples of these public sources of information for an external information search include Consumer Reports. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. government agencies.55. (p. salespeople. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and pointof-purchase displays in stores. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. salespeople. . Level of Difficulty: 2 Medium Topic: Information search 4-132 Copyright © 2016 McGraw-Hill Education. B. All rights reserved. company websites. a consumer program on talk radio. company websites. and include advertising. D. and extended problem solving. a product display in a retail store. your mother. Marketer-dominated sources of information originate with the sellers of products and services. and point-ofpurchase displays in stores are referred to as A. limited. and extended problem solving. Text term definition . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. a Better Business Bureau rating.marketer-dominated sources. No reproduction or distribution without the prior written consent of McGraw-Hill Education. previous ownership of a product. B. 88) An example of a marketer-dominated source of information consulted during an external search would include A. marketer-dominated sources. 88) Sources of external information that originate with the sellers of products and services and include advertising. personal sources. (p.57. limited. E. (p. relational sources. stakeholder sources. D. Level of Difficulty: 1 Easy Topic: Information search 58. E. C. public sources. All rights reserved. salespeople. and include advertising. Marketer-dominated sources of information originate with the sellers of products and services. Level of Difficulty: 2 Medium Topic: Information search 60. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. limited. Level of Difficulty: 2 Medium Topic: Information search 4-133 Copyright © 2016 McGraw-Hill Education. 88) An example of a marketer-dominated source of information consulted during an external search would include A. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Consumer Reports magazine. D. E. 88) An example of a marketer-dominated source of information consulted during an external search would include A. salespeople. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Marketer-dominated sources of information originate with the sellers of products and services. consumer programs on talk radio stations. C. consumer programs on talk radio stations. limited. and extended problem solving. E. company websites. personal experience. B. (p. advertising. salespeople. and include advertising. D.59. and extended problem solving. and pointof-purchase displays in stores. company websites. (p. friends and relatives. Consumer Reports magazine. B. . personal experience. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. friends and relatives. and pointof-purchase displays in stores. (p. limited. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and include advertising. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. salespeople. (p. (2) yielding brand names that might meet the criteria. 88) Which of the following is NOT an example of a marketer-dominated source of information consulted during an external search? A. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. evaluating particular products selecting the type of purchase outlet suggesting criteria to use for the purchase minimizing cognitive dissonance establishing a purchase timeline The alternative evaluation stage clarifies the problem for the consumer by: (1) suggesting criteria to use for the purchase. Level of Difficulty: 2 Medium Topic: Alternative evaluation 4-134 Copyright © 2016 McGraw-Hill Education. limited. D. . No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. and developing the consumer value perception that each alternative presents.61. B. B. and pointof-purchase displays in stores. Level of Difficulty: 2 Medium Topic: Information search 62. D. and extended problem solving. advertising point-of-purchase displays Consumer Reports magazine company salespeople company websites Marketer-dominated sources of information originate with the sellers of products and services. company websites. A. C. E. yielding brand names that might meet the criteria. E. and extended problem solving. and (3) developing consumer value perceptions. All rights reserved. 89) The alternative evaluation stage clarifies the problem for the consumer by __________. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. evaluating particular products selecting the type of purchase outlet establishing a purchase timeline minimizing cognitive dissonance yielding brand names that might meet the criteria The alternative evaluation stage clarifies the problem for the consumer by: (1) suggesting criteria to use for the purchase. 89) The alternative evaluation stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. and (3) developing consumer value perceptions.63. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. C. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. (p. (2) yielding brand names that might meet the criteria. C. All rights reserved. Level of Difficulty: 2 Medium Topic: Alternative evaluation 64. D. D. A. E. limited. 89) The alternative evaluation stage clarifies the problem for the consumer by suggesting criteria to use for the purchase. yielding brand names that might meet the criteria. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. E. __________. and (3) developing consumer value perceptions. and developing consumer value perceptions. and __________. and extended problem solving. (p. (2) yielding brand names that might meet the criteria. Level of Difficulty: 2 Medium Topic: Alternative evaluation 4-135 Copyright © 2016 McGraw-Hill Education. developing consumer value perceptions evaluating particular products selecting the type of retail outlet establishing a purchase timeline creating a hierarchy of needs The alternative evaluation stage clarifies the problem for the consumer by: (1) suggesting criteria to use for the purchase. and extended problem solving. B. A. B. 65. (p. 89) Sanaa recently made partner at her law firm, and she is rewarding herself with the purchase of the new car. She told a coworker, "The Volvo has nine airbags but the Cadillac drives so smoothly." Sanaa is currently in which stage of the purchase decision process? A. B. C. D. E. problem recognition information search alternative evaluation purchase decision postpurchase evaluation The alternative evaluation stage produces evaluative criteria (she is considering the safety and the feel of the drive) to make a purchase decision from a consideration set (the brands Volvo and Cadillac). AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Alternative evaluation 66. (p. 89) The objective and subjective attributes of a brand that consumers use to compare different products and brands are referred to as A. B. C. D. E. temporal states. antecedent states. information sources. evaluative criteria. the consideration set. Key term definition - evaluative criteria. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Evaluative criteria 4-136 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 67. Evaluative criteria refer to (p. 89) A. the objective and subjective attributes of a brand consumers use to compare different products and brands. B. those attributes of a brand that are based exclusively on objective criteria in order to make an unbiased purchase decision. C. those attributes of a brand that are based exclusively on subjective criteria in order to avoid postpurchase anxiety. D. the attributes of a product that a manufacturer wishes to promote to a specific target market. E. a list of required product attributes from which a customer will not waver regardless of additional incentives. Key term definition - evaluative criteria. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Evaluative criteria 68. Which of the following statements concerning evaluative criteria is most accurate? (p. 89) A. If the alternatives in a consideration set do not meet the requirements of the evaluative criteria, the entire decision process is usually discontinued. B. Consumers often have several criteria for evaluating a single product. C. Evaluative criteria represent objective rather than subjective attributes. D. Evaluative criteria represent subjective rather than objective attributes. E. Ultimately, the most important evaluative criterion is price. Consumers often have several criteria for evaluating brands. Knowing this, companies seek to identify the most important evaluative criteria that consumers use when judging brands. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Evaluative criteria 4-137 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 69. (p. 89) When purchasing a tablet device, factors a consumer considers prior to purchase are called __________, which represent both the objective attributes of a brand and the subjective ones used to compare different products and brands. A. B. C. D. E. points of difference informational alternatives buying-decision choices evaluative criteria consumer attributes Evaluative criteria represent both the objective attributes of a brand and the subjective ones used to compare different products and brands. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Evaluative criteria 70. (p. 89) The Ford Fusion Hybrid SE uses hybrid fuel technology with the latest in lithium-ion battery technology to deliver more power, convenience, prestige, and fuel economy than non-hybrid cars. These attributes listed for the Ford Fusion Hybrid SE are those that consumers may consider when assessing the car. If they do, these attributes would be considered A. B. C. D. E. points of difference. informational alternatives. evaluative criteria. competitive advantages. consumer attributes. Evaluative criteria are factors that represent both the objective (power, fuel economy) attributes of a brand and the subjective (prestige, convenience) ones a consumer would use to compare different products and brands. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Evaluative criteria 4-138 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 71. (p. 89) The group of brands a consumer would consider acceptable from among all the brands in the product class of which he or she is aware, is referred to as A. B. C. D. E. evaluative set. evolved set. consideration set. alternative selection group. aspiration group. Key term definition - consideration set. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Consideration set 72. A consideration set refers to (p. 89) A. the group of brands a consumer would consider acceptable from among all the brands in the product class of which he or she is aware. B. the group of generic brands that a consumer would reluctantly consider acceptable. C. the group of brands of which a consumer is aware. D. all possible competitive product substitutes that may satisfy a consumer's needs regardless of the product class. E. those product alternatives a consumer has considered, including those deemed unacceptable. Key term definition - consideration set. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Consideration set 4-139 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 73. (p. 89) BMW StreetCarver was a $495 skateboard that featured BMW's technology in its wheel suspension, which stabilizes the board's sleek design and allows for greater control around sharp curves. BMW wanted its skateboard to be within the consideration set of potential skateboard buyers. In this case, it most likely focused on A. reducing the postpurchase dissatisfaction that may result from purchasing its product. B. making sure its representatives attend sporting events such as ESPN's X-Games to get new product ideas. C. making appeals directed towards motivational ego needs. D. explaining the stability and control aspects of the StreetCarver in its advertising messages. E. creating personality profiles for skateboarders. The key influence in determining the products in the consideration set is to have a set of important attributes, which matches the evaluative criteria employed by consumers. The most important evaluative criteria establish the brands in consumers' consideration sets. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Consideration set Figure 4-2 4-140 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 74. (p. 89) Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models. A number of factors are listed, such as price, display, audio quality, and text messaging. These factors are the typical __________ for smartphones. A. B. C. D. E. consideration sets evaluative criteria value propositions quality considerations core benefits The factors listed are the typical evaluative criteria for smartphones. Evaluative criteria are both the objective attributes of a brand and the subjective ones used to compare different products and brands. See Figure 4-2. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Evaluative criteria 75. (p. 89) Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models. The columns each show a brand like Apple, Blackberry, HTC, LG, Motorola, and Samsung. These brands are referred to as the __________ when consumers use these smartphone ratings to evaluate the products. A. B. C. D. E. consideration set evaluative criteria points of difference value propositions core benefits Evaluative criteria establish the brands in a consumer's consideration set, which is the group of brands that a consumer would consider acceptable from among all the brands of which he or she is aware in the product class. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Consideration set 4-141 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Apple iPhone 6 Blackberry Z 30 HTC One LG G2 Motorola Droid Razor For consideration set and the evaluative criteria shown in Figure 4-2 above. See Figure 4-2. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. See Figure 4-2. 89) According to Figure 4-2 above. (3) battery. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 3 Hard Topic: Alternative evaluation 4-142 Copyright © 2016 McGraw-Hill Education. D. (2) audio quality. E. B. E. which of the following brands would be the best choice if the consideration set for a smartphone included the following rankordered evaluative criteria: (1) display. (p. (p. the Motorola Droid Razor is the best choice among these five since it has five out of six ‘superior' ratings and one ‘above average'. and (4) price? A. C. 89) Figure 4-2 above shows the recent ratings from independent rating agencies for selected smartphone brands and models for Verizon customers. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Alternative evaluation 77. Which smartphone seems to have the highest rating (EXCLUDING price considerations)? A. D. B. Apple iPhone 6 Blackberry Z 30 Samsung Galaxy S 5 LG G2 HTC One For consideration set and the evaluative criteria shown in Figure 4-2 above. C. .76. the Samsung Galaxy S 5 is the best choice since it best meets the four criteria specified. All rights reserved. D. . (p. Level of Difficulty: 2 Medium Topic: Purchase decision 79. from whom to buy and when to buy. whether to buy in person or online and whether to tell others about the purchase. not when to buy. which product to buy and whether to tell others about the purchase. For instance. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Deciding when to buy is determined by a number of factors. you don't have the money now and don't get paid until Friday. the store is closing in 10 minutes. B. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Other factors such as the store atmosphere. 90) Once a consumer has completed the alternative evaluation stage of the consumer purchase decision process. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and extended problem solving. you might buy sooner if one of your preferred brands is on sale or its manufacturer offers a rebate. E. the product is on sale. pleasantness or ease of the shopping experience. salesperson assistance. which product to buy and how to pay for it. 90) All of the following would impact your decision about when to buy an offering EXCEPT: A. C. D. the retailer's return policy is very relaxed. E. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. time pressure. the manufacturer is currently offering a $25 rebate. All rights reserved. (p.78. which are A. and financial circumstances could also affect whether a purchase decision is made now or postponed. limited. The purchase decision requires two additional choices: (1) from whom to buy and (2) when to buy. whether to buy one or several if a BOGO deal is offered and how to pay for them. Level of Difficulty: 3 Hard Topic: Purchase decision 4-143 Copyright © 2016 McGraw-Hill Education. A retailer's return policy determines from whom to buy. B. two choices remain. which occurs during the purchase decision stage of the consumer purchase decision process. A. I'll pick it up today at the Southdale Apple Store. 90) Charlie was standing outside of his classroom talking on the phone when a friend heard him say. No reproduction or distribution without the prior written consent of McGraw-Hill Education. I'd like to order the 32gigabyte iPad. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. All rights reserved. and extended problem solving. a consumer compares the product with his or her expectations and is either satisfied or dissatisfied. This occurs during the postpurchase stage of the consumer purchase decision process. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. B. D. C. 90) At the __________ of the consumer purchase decision process. (p. limited. Charlie has decided from whom and when to buy. B. the consumer makes a purchase decision. . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. (p. C. a consumer compares it with his or her expectations and is either satisfied or dissatisfied. "Thank you for taking my call so quickly. Can I use the easy pay plan?" Charlie was in which stage of the consumer purchase decision process? A. E. D. Level of Difficulty: 3 Hard Topic: Purchase decision 81. problem recognition stage information search stage alternative evaluation stage purchase decision stage postpurchase stage After buying a product. Level of Difficulty: 1 Easy Topic: Postpurchase behavior 4-144 Copyright © 2016 McGraw-Hill Education. problem recognition alternative evaluation information search purchase decision postpurchase evaluation Having examined the alternatives of the consideration set. E.80. 82. (p. 90) Sensitivity to consumers' consumption or use experience, whether they are satisfied or dissatisfied, is extremely important in their __________. A. B. C. D. E. consideration set assessment prepurchase behavior evaluative criteria selection value perceptions information search Sensitivity to consumers' consumption or use experience, whether they are satisfied or dissatisfied, is extremely important in their value perception. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Postpurchase behavior 83. (p. 90) Firms such as General Electric (GE), Johnson & Johnson, Coca-Cola, and British Airways focus their attention on __________ to maximize customer satisfaction and retention in part by offering training to handle complaints, answer questions, and solve consumer problems. A. B. C. D. E. value perception postpurchase behavior non-competitive pricing comparison pricing prepurchase behavior After buying a product, a consumer compares it with his or her expectations and is either satisfied or dissatisfied. This occurs at the postpurchase stage of the consumer purchase decision process. Firms such as General Electric, Johnson & Johnson, Coca-Cola, and British Airways focus attention on postpurchase behavior to maximize customer satisfaction and retention. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Postpurchase behavior 4-145 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 84. (p. 90) Claire has just told her best friend, "I'm so glad I bought the Samsung Galaxy S5 rather than those other smartphones I was considering. Look at this incredible display, and the battery stays charged forever." Which stage of the consumer purchase decision process does Claire's conversation identify? A. B. C. D. E. problem recognition information search alternative evaluation purchase decision postpurchase behavior After buying a product, a consumer compares it with his or her expectations and is either satisfied or dissatisfied. Claire comments regarding the Samsung Galaxy S 5's display and battery life indicate that she was in the postpurchase behavior stage of the consumer purchase decision process. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Postpurchase behavior 85. Customer satisfaction is an important focus for marketers because (p. 91) A. marketing research is an expensive proposition; the fewer times it needs to be done, the better off the company is. B. the financial value of a satisfied, loyal customer over time can be significant. C. consumers are unable to assess it by themselves. D. attracting new customers is easier than keeping old ones. E. a 50 percent increase in customer retention can increase a company's profits by 5 percent. Over time, the financial value of a satisfied, loyal customer over time can be significant, as shown by the customer lifetime value figures in the textbook for Frito Lay, Exxon, Kimberley-Clark, and Ford. Research shows that a 5 percent improvement in customer retention can increase a company's profits by 70 to 80 percent. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Marketing matters 4-146 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 86. (p. 91) Firms like Ford and Frito-Lay have learned which of the following marketing lessons? A. It is a lot easier to find new customers than to retain existing ones. B. According to research, it is equally costly to acquire new customers and retain existing ones. C. Existing customers do not spend as much as new customers since that former like the old products rather than the new ones new customers like. D. The buying experience, customer satisfaction, and retention can increase a firm's profits. E. Unless a marketing promotion to retain customer loyalty can increase market share by at least 5 percent, it is not worth the expenditure. The financial value of a satisfied customer over time has focused marketer attention on the buying experience, customer satisfaction, and retention. Ford executives say that each additional percentage point of customer retention is worth $100 million in profits. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 2 Medium Topic: Marketing matters 87. (p. 91) The feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives is referred to as A. B. C. D. E. angst. the temporal state. the dissociative state. selective perception. cognitive dissonance. Key term definition - cognitive dissonance. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Cognitive dissonance 4-147 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 88. Cognitive dissonance refers to (p. 91) A. feelings of guilt for purchasing a product or service that was not consistent with a consumer's moral or ethical beliefs. B. feelings of discomfort associated with purchasing something purely for the sake of prestige. C. the feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives. D. feelings of discontent after a purchase has been made when the product fails to perform up to expectations. E. feelings of discontent before a purchase has been made when the customer finds out that he or she paid more for the product than necessary. Key term definition - cognitive dissonance. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Cognitive dissonance 89. (p. 91) Rackspace U.S. Inc. is a web hosting company. That means that if you want to have a website, you could buy not only Internet space from it but also technical support and design services. When its ad tells you that its users consider Rackspace "the risk-free host because it offers dedicated and helpful support any time day or night," you know that Rackspace is most likely trying to do which of the following? A. B. C. D. E. identify its core values reduce new buyers' cognitive dissonance increase new buyers' cognitive dissonance produce a consideration set evoke problem recognition Firms often use ads at the postpurchase stage to reduce cognitive dissonance by convincing customers that they made the correct purchase decision. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Cognitive dissonance 4-148 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 90. (p. 91) You have just purchased a Samsung Galaxy Tab 2 tablet device. As you head home from the store, you brood about whether your choice was right or whether you should have bought an Apple iPad mini after seeing an ad for it on TV. This is most likely an example of A. B. C. D. E. indecisiveness. cognitive dissonance. postpurchase stress. market anxiety. extended problem solving. The feeling of postpurchase psychological tension or anxiety is called cognitive dissonance. The debate in your head is an example of cognitive dissonance. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Cognitive dissonance 91. (p. 91) How would consumers who purchased a new and innovative Nike LeBron X basketball shoe for $315 try to reduce any cognitive dissonance they feel? A. limit their information search to an internal one B. minimize problem solving involvement C. read ads for the new basketball shoe even after the purchase has been made D. conceal the product purchase from others E. If the shoe is comfortable and gives the requisite support, there will be no cognitive dissonance. To alleviate cognitive dissonance, consumers attempt to applaud themselves for making the right choice. One way is to seek information to confirm the right choice was made by reading ads about the product they purchased. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Cognitive dissonance 4-149 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 92. (p. 91) Stephan was excited about his newly purchased laptop. It had all the features he wanted, and was really fast with a great display for his gaming. In addition, the $1,200 price tag was reasonable. The same day he took it out of the box, he saw an online special for a similar computer, on sale for only $1,000. Suddenly he began to doubt his purchase decision, and worried that maybe he hadn't gotten such a good deal. Stephan was most likely experiencing A. B. C. D. E. limited problem solving. cognitive dissonance. selective discord. product conflict. product uncertainty. Stephan's doubt, the psychological tension or anxiety about his decision, is an example of cognitive dissonance. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Cognitive dissonance 93. (p. 91) The personal, social, and economic significance of the purchase to the consumer, which is known as the level of __________, may cause him or her to skip or minimize one or more stages in the consumer purchase decision process. A. B. C. D. E. aspiration cognitive dissonance motivation situational influences involvement Key term definition - involvement. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Level of Difficulty: 1 Easy Topic: Involvement 4-150 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.94. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. D. B. The item is expensive. very safe to use. the external influences that affect a consumer's purchase. C. 9192) High-involvement purchases typically have which of the following sets of characteristics? A. and economic significance of the purchase to the consumer. limited. or is used for over five years. can have serious personal consequences. High-involvement purchase occasions typically have at least one of three characteristics: The item to be purchased: (1) is expensive. and extended problem solving. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Involvement refers to (p. (2) can have serious personal consequences. B. (p. new to the market. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Key term definition . new to the market. the level of difficulty involved in making a purchase. E. The item is inexpensive. the time.involvement. or recommended by influential personal sources. and personal investment that will be required to use a product. D. Level of Difficulty: 2 Medium Topic: Involvement 4-151 Copyright © 2016 McGraw-Hill Education. the personal. or could reflect on one's social image. All rights reserved. Level of Difficulty: 1 Easy Topic: Involvement 95. limited. limited. energy. . widely available. E. The item is inexpensive. The item is inexpensive. limited. social. and extended problem solving. or purchased with great frequency. the total number of people involved in the actual exchange process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. or (3) could reflect on one's social image. or simple to use. 91) A. The item is expensive. a high-involvement purchase that involves routine problem solving. C.96. See Figure 4-3. consumers typically do all of the following EXCEPT: A. 92) For high-involvement purchases. Level of Difficulty: 3 Hard Topic: Involvement 4-152 Copyright © 2016 McGraw-Hill Education. E. convenience. many sources of external information sources are used. consumers engage in extensive information search. such as price. consider many brands. and flexibility as well as saves them time since the plane is available within four hours unless it's booked by one of the other shareholders. a medium-involvement purchase that involves limited problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. (p. D. 92) NetJets is a company that offers 1/16 or more ownership in a jet plane for a price beginning at $325. For high-involvement purchase occasions. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. This is most likely an example of A. a low-involvement purchase that involves limited problem solving. . (2) the item can have serious personal consequences.000. consider many product attributes and brands. use both internal and external sources in information search. form attitudes. there are many product attributes to evaluate. participate in word-of-mouth communication. C. Level of Difficulty: 2 Medium Topic: Involvement 97. a high-involvement purchase that involves extended problem solving. and the time spent deciding is probably significant. and extended problem solving. High-involvement purchases typically have at least one of three characteristics: (1) the item is expensive (the 1/16 share costs $325. It gives purchasers privacy. NetJets is an example of a high-involvement purchase that involves extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. limited. evaluate a single product attribute. limited.000). All rights reserved. E. D. and extended problem solving. (p. See Figure 4-3. or (3) the item could reflect on one's social image. spend considerable time evaluating criteria for the consideration set. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and participate in word-of-mouth communication. Though there are only a few brands to consider. and extended problem solving. limited. a low-involvement purchase that involves extended problem solving. Lexi is engaging in A. (p. extended problem solving. routine problem solving. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 92) Lexi wants to find the perfect gift for her older sister's college graduation. and extended problem solving. She started looking for the gift last month and expects to spend another couple of weeks to find a gift her sister will use and like.98. Level of Difficulty: 2 Medium Topic: Involvement 99. (2) the item can have serious personal consequences. C. integrated problem solving. Level of Difficulty: 3 Hard Topic: Extended problem solving 4-153 Copyright © 2016 McGraw-Hill Education. limited. frequently purchased product. . D. and extended problem solving. See Figure 4-3. limited problem solving. All rights reserved. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. C. 92) Which of the following product or service is an example of a low-involvement purchase? A. Extended problem solving makes use of each stage of the consumer purchase decision process including considerable time and effort on external information search and in identifying and evaluating alternatives. limited. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. a Louis Vuitton designer handbag a Trek bicycle membership into a local country club a vacation to Italy Biolage shampoo High-involvement purchases typically have at least one of three characteristics: (1) the item is expensive. (p. B. problem recognition. B. limited. or (3) the item could reflect on one's social image. D. Shampoo is a low-involvement purchase that typically involves routine problem solving since it is a low-priced. Which problem solving variation would likely be used for clothing. . towels. limited problem solving extended problem solving short-term problem solving routine problem solving relational problem solving For limited problem solving. sheets. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving.100. Level of Difficulty: 2 Medium Topic: Limited problem solving 101. All rights reserved. Level of Difficulty: 3 Hard Topic: Limited problem solving 4-154 Copyright © 2016 McGraw-Hill Education. E. There is little time or effort used in these situations. See Figure 4-3. E. 92) several sellers and their brands. See Figure 4-3. routine response behavior limited problem solving extended problem solving simulated selection integrated problem solving In limited problem solving. limited. and extended problem solving. In __________. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. consumers typically seek some information or rely on a friend to help them evaluate alternatives. C. D. consumers typically seek only a few information sources about (p. C. Limited problem solving might be used in choosing clothing. In general. (p. several brands might be evaluated using a moderate number of different attributes. B. A. consumers typically seek some information or rely on a friend to help them evaluate alternatives. sheets. and may identify and evaluate several criteria or attributes for each brand that eventually will comprise the consideration set. and extended problem solving. limited. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 92) or electric can openers? A. towels. or electric can openers. D. . limited problem solving extended problem solving routine problem solving alternative problem solving integrated problem solving In limited problem solving. consumers typically seek some information or rely on a friend to help them evaluate alternatives. and extended problem solving. Several brands might be evaluated using a moderate number of attributes.102. a restaurant (p. routine response behavior extended problem solving simulated selection integrated problem solving limited problem solving In limited problem solving. 92) friends for the latest information about alternative brands. There is little time or effort used in these situations. B. 92) for lunch. E. C. All rights reserved. B. E. characteristic of limited problem solving. D. Elizabeth seeks some information from friends but has little interest in spending much effort in finding the right place to purchase the item. Here. She is not concerned about where she buys it as long as she receives a very liberal return policy should anything go wrong. See Figure 4-3. consumers typically seek some information but there is little time or effort spent. several brands might be evaluated using a moderate number of different attributes. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. Level of Difficulty: 3 Hard Topic: Limited problem solving 4-155 Copyright © 2016 McGraw-Hill Education. limited. See Figure 4-3. Which problem solving variation would typically be used for blenders. and extended problem solving. Level of Difficulty: 3 Hard Topic: Limited problem solving 103. Elizabeth will engage in which of the following problem solving variations? A. In making her decision. or professional ball game tickets? A. In general. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Elizabeth has decided to purchase a new electric juicer and plans to call several (p. limited. C. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. See Figure 4-3. See Figure 4-3. is virtually a habit. which is virtually a habit and typifies low-involvement decision-making. Danilo has decided to purchase a new video game console. C. several brands might be evaluated using a moderate number of different attributes. D. limited. and extended problem solving. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. A. not having owned one (p. and extended problem solving. Level of Difficulty: 1 Easy Topic: Routine problem solving 4-156 Copyright © 2016 McGraw-Hill Education. He has few concerns about the purchase but wants a quick rundown of the most important aspects to consider. consumers typically seek some information or rely on a friend to help them evaluate alternatives. and typifies low-involvement decision making. In general. Consumers spend little time and effort evaluating alternatives in the purchase of (p. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.104. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. In making his decision. The consumer purchase decision process for such staples involves __________. limited. There is little time or effort used in these situations. limited. limited problem solving extended problem solving routine problem solving alternative problem solving integrated problem solving In limited problem solving. Level of Difficulty: 3 Hard Topic: Limited problem solving 105. 92) before. limited problem solving extended problem solving situational problem solving rational problem solving routine problem solving The purchase decision process for items such as salt and milk is called routine problem solving. . B. B. He calls his gamer friends for recommendations about alternative brands and options. E. All rights reserved. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. and extended problem solving. Danilo seems likely to engage in which of the following problem solving variations? A. 92) table salt and milk. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. See Figure 4-3. . C. limited. These behaviors are characteristics of routine problem solving. E. Level of Difficulty: 3 Hard Topic: Routine problem solving 4-157 Copyright © 2016 McGraw-Hill Education. make a decision.106. D. situational problem solving. Level of Difficulty: 2 Medium Topic: Routine problem solving 107. D. consumers recognize a problem. No reproduction or distribution without the prior written consent of McGraw-Hill Education. extended problem solving. These behaviors are characteristics of routine problem solving. and extended problem solving. This is an example of A. consumers recognize a problem. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 92) Home Depot to have it done since she remembered her dad going there. B. For these types of products. C. B. and extended problem solving. and extended problem solving. limited. routine problem solving. and spend little effort seeking external information and evaluating alternatives. See Figure 4-3. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 92) cereal or laundry detergent? A. limited problem solving extended problem solving routine problem solving situational problem solving integrated problem solving For these types of products. limited problem solving. integrated problem solving. limited. Which problem solving variation would normally be used to purchase items such as (p. E. Jenn needed to have another set of keys made for her apartment so she went to (p. and spend little effort seeking external information and evaluating alternatives. All rights reserved. make a decision. B. and extended problem solving. Their choices are generally made quickly and with little or no effort to consider alternative product offerings. limited. These college students are most likely involved in __________ problem solving purchase situations. No reproduction or distribution without the prior written consent of McGraw-Hill Education. many college students stop at conveniently located vending (p. frequently purchased products. E. D.108. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Purchase decisions resemble habitual responses and are typical of low-involvement decisions. See Figure 4-3. C. A. Consumers typically spend very little effort or time seeking or evaluating alternatives. . Between classes. Level of Difficulty: 3 Hard Topic: Routine problem solving Figure 4-3 4-158 Copyright © 2016 McGraw-Hill Education. 92) machines for their favorite candy bars and soft drinks. limited routine extensive intensive unlimited Routine purchase decisions involve low-priced. All rights reserved. D. Considerable time and effort are devoted to the search for external information and the identification and evaluation of alternatives. In Figure 4-3 above. In Figure 4-3 above. B. C. column A represents which of the following in terms of (p. . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 92) consumer involvement and product knowledge? A. Level of Difficulty: 2 Medium Topic: Extended problem solving 110. Several sellers and their brands might be evaluated using a moderate number of attributes. C. Several brands are in the consideration set and are evaluated on many attributes. B. and extended problem solving. and extended problem solving. E. limited. See Figure 4-3. consideration set routine problem solving limited problem solving extended problem solving integrated problem solving Limited problem solving makes use of each of the five stages of the consumer purchase decision process. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. consideration set routine problem solving limited problem solving extended problem solving integrated problem solving Extended problem solving makes use of each of the five stages of the consumer purchase decision process. All rights reserved. limited. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.109. Consumers typically seek some information or rely on a friend to help them evaluate alternatives. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. limited. 92) consumer involvement and product knowledge? A. column B represents which of the following in terms of (p. limited. Level of Difficulty: 2 Medium Topic: Limited problem solving 4-159 Copyright © 2016 McGraw-Hill Education. D. See Figure 4-3. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and (3) repetitive advertising messages that reinforce a consumer's knowledge or assure buyers they made the right choice. and extended problem solving. C. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. make a decision. In Figure 4-3 above. coupons. and extended problem solving. D. use repetitive advertising messages that reinforce a consumer's knowledge or assure buyers they made the right choice If a company markets a low-involvement product and its brand is a market leader. limited. routine problem solving limited problem solving extended problem solving simulated selection integrated problem solving Routine problem solving makes use of each of the five stages of the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 92. use sales promotion such as free samples. limited. B. limited. and rebates to encourage trial of their brand B. Which of the following is a strategy for a market leader (rather than a market (p. Consumers recognize a problem.111. . 92) consumer involvement and product knowledge? A. attention is placed on (l) maintaining product quality. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. The purchase process for such items is virtually a habit and typifies low-involvement decision making. E. All rights reserved.challenger) when marketing a low-involvement product? 93) A. use advertising messages that focus on getting the brand into a consumer's consideration set E. limited. (2) avoiding stockout situations so that buyers don't substitute a competing brand. and spend little effort seeking external information and evaluating alternatives. and extended problem solving. Level of Difficulty: 2 Medium Topic: Routine problem solving 112. column C represents which of the following in terms of (p. link their brand attributes with high-involvement issues C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. use Internet search engines such as Google to assist buyers D. See Figure 4-3. Level of Difficulty: 2 Medium 4-160 Copyright © 2016 McGraw-Hill Education. and extended problem solving. D. use personal selling to provide consumers with information B.leader like Perrier keep people buying its brand instead of one of the numerous 93) other brands displayed on retailers' shelves? A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: 4-161 Copyright © 2016 McGraw-Hill Education. Which of the following is NOT a strategy used by marketers of high-involvement (p. All rights reserved. Here. use Internet search engines such as Google to assist buyers E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. 92. and (3) developing advertising messages that reinforce consumers' knowledge about the brand or assure them that they made the right choice. C. run ads to provide consumers with information Avoiding stockout situations is a marketing strategy used by a market leader for a low-involvement product. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Market challengers use comparative advertising that focuses on existing product attributes and often introduce novel evaluative criteria for judging competing brands. use social media to create online experiences for the brand C. Level of Difficulty: 3 Hard Topic: Involvement strategy 114. so avoiding stockouts on retailers' shelves is crucial. Challengers also benefit from Internet search engines such as Google that assist buyers of high-involvement products. . Market leaders of high-involvement products offer product information through advertising and personal selling and use social media to create online experiences. (2) avoiding stockout situations. The purchase of bottled water is a low-involvement purchase. E.Topic: Involvement strategy 113. and extended problem solving. its marketing attention must be placed on (1) maintaining product quality. How can a market (p. avoid Perrier brand stockouts on retailers' shelves make the purchase decision a high-involvement one offer coupons for Perrier bottled water convince retailers to offer only Perrier water denigrate its competition When a market leader sells a low-involvement product. Perrier is defined as a market leader. 93) offerings? A. limited. avoid stockout situations so that buyers don't substitute a competing brand D. and antecedent states. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. evaluative criteria. psychological concepts that are useful for interpreting buying processes and directing marketing efforts.situational influences. and extended problem solving. E. 93) which are purchase task. and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the feelings of postpurchase anxiety that can arise from a number of different factors including social surroundings. and extended problem solving. See Figure 4-4. sociocultural influences. the temporary impediments to a consumer's purchase decision. (p.situational influences. situational influences. temporal effects. marketing mix influences. limited. B. limited. social surroundings. C. both the objective and subjective attributes a consumer uses to compare different products and brands. Level of Difficulty: 2 Medium Topic: Involvement strategy 115. Five influences can have an impact on a consumer's purchase decision process. and precedent states. D. Situational influences refer to (p. See Figure 4-4. physical surroundings. and extended problem solving. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. social surroundings. psychological influences. All rights reserved. Level of Difficulty: 1 Easy Topic: Situational influences 116. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.routine. D. Key term definition . limited. . physical surroundings. and antecedent states. Level of Difficulty: 1 Easy Topic: Situational influences 4-162 Copyright © 2016 McGraw-Hill Education. the five aspects of the purchase situation that impact the consumer purchase decision process: purchase task. physical surroundings. temporal effects. 93) A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. B. psychological effects. Key term definition . These are referred to as A. and extended problem solving. limited. Five situational influences have an impact on a consumer's purchase decision process: purchase task. 93) process. B. Level of Difficulty: 1 Easy Topic: Situational influences 4-163 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. physical surroundings. purchase task. and extended problem solving. limited. temporal effects. social surroundings. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. B. All of the following are five situational influences can have an impact on a (p. limited. competitive offerings core values perception consumer socialization purchase task Five situational influences have an impact on a consumer's purchase decision process: purchase task. limited. They are: __________. E. temporal effects. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D.117. antecedent states. and antecedent states. social surroundings. and antecedent states. C. D. physical surroundings. E. limited. consumer socialization. temporal effects. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . and antecedent states. Level of Difficulty: 2 Medium Topic: Situational influences 118. A. physical surroundings. C. 93) consumer's purchase decision process EXCEPT: A. and extended problem solving. Five situational influences have an impact on a consumer's purchase decision (p. All rights reserved. social surroundings. temporal effects. physical surroundings. and extended problem solving. 119. temporal effects. limited. E. D. Five situational influences have an impact on a consumer's purchase decision (p. . __________. 93) process. C. temporal effects. and antecedent states. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Situational influences 4-164 Copyright © 2016 McGraw-Hill Education. social surroundings. E. physical surroundings. A. limited. purchase task social surroundings physical surroundings temporal effects antecedent states The factor prompting the purchase in this case is the man's need for a dinner party gift. and extended problem solving. 93) dinner party tonight. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine." which situational influence is being demonstrated? A. B. All rights reserved. and antecedent states. competitive offerings motivation core values brand loyalty social surroundings Five situational influences have an impact on a consumer's purchase decision process: purchase task. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. physical surroundings. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. They are: purchase task. D. This reason for engaging in the decision process is called the purchase task. Level of Difficulty: 3 Hard Topic: Situational influences 120. When a man picks up a bottle of wine and tells the sales clerk. "I'm taking this to a (p. and extended problem solving. and extended problem solving. C. limited. B. 93) A. D. purchase task social surroundings physical surroundings temporal effects antecedent states Social surroundings include the other people present when a purchase decision is made. Three teenage girls spent an hour at a store trying on various outfits. Level of Difficulty: 2 Medium Topic: Situational influences 122. spend exactly the same amount as when shopping alone. E. purchase 40 less than they normally would if shopping with their spouses. 93) possible combinations. Consumers accompanied by children buy about 40 percent more items than those shopping by themselves. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.121. and extended problem solving. "How do you think this looks on me?" This situation is most closely related to which of the following situational influences? A. B. C. . C. spend 40 percent less than when shopping alone. Level of Difficulty: 3 Hard Topic: Situational influences 4-165 Copyright © 2016 McGraw-Hill Education. and extended problem solving. E. limited. All rights reserved. D. purchase twice as much as they normally would if shopping with other adults. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and asking each other. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Consumers accompanied by children (p. Social surroundings include the other people present when a purchase decision is made. looking at (p. and extended problem solving. purchase about 40 percent more than when shopping alone. limited. __________. B. C. limited. and antecedent states. They are: purchase task.123. temporal effects. Level of Difficulty: 2 Medium Topic: Situational influences 4-166 Copyright © 2016 McGraw-Hill Education. 93) that can influence how purchase decisions are made? A. and extended problem solving. E. social surroundings. competitive offerings physical surroundings core values motivation economic effects Five situational influences have an impact on a consumer's purchase decision process: purchase task. C. decor crowding lighting music time of day Physical surroundings such as decor. and crowding in retail stores may alter how purchase decisions are made. E. D. Temporal effects such as time of day or the amount of time available will influence when a purchase may be made. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. All rights reserved. and extended problem solving. physical surroundings. A. social surroundings. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. Five situational influences have an impact on a consumer's purchase decision (p. Level of Difficulty: 1 Easy Topic: Situational influences 124. 93) process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . and extended problem solving. temporal effects. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and antecedent states. music. D. Which of the following is NOT part of the physical surroundings of a retail store (p. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. A. social surroundings. and crowding in retail stores may alter how purchase decisions are made. This situation is most closely related to which of the following situational influences? A. B. Level of Difficulty: 1 Easy Topic: Situational influences 4-167 Copyright © 2016 McGraw-Hill Education. . The crowded aisles in retail stores at holiday time may cause some shoppers to (p. and extended problem solving. Level of Difficulty: 3 Hard Topic: Situational influences 126. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. 93) process. E. Five situational influences have an impact on a consumer's purchase decision (p. D. C. B. They are: purchase task. and antecedent states. E.125. purchase task social surroundings physical surroundings temporal effects spatial surroundings Physical surroundings such as decor. temporal effects. physical surroundings. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 93) lose patience and decide on their purchases with far less thought than they otherwise would due to being "harried" and uncomfortable. All rights reserved. limited. physical surroundings. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. competitive offerings core values motivation temporal effects economic effects Five situational influences have an impact on a consumer's purchase decision process: purchase task. __________. music. and extended problem solving. and extended problem solving. and antecedent states. social surroundings. Level of Difficulty: 1 Easy Topic: Situational influences 128. . Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Temporal effects include (p. the consumer's mood while engaged in the purchase. 93) delivered to their homes by 5:30 a. the purpose of the purchase. E. D. the presence of other people. Many consumers buy a subscription to The Wall Street Journal and have it (p. limited. limited. C. B. and extended problem solving. 93) A. No reproduction or distribution without the prior written consent of McGraw-Hill Education.127. such as a subscription for The Wall Street Journal available by 5:30 a. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. C. Level of Difficulty: 3 Hard Topic: Situational influences 4-168 Copyright © 2016 McGraw-Hill Education. and extended problem solving. purchase task social surroundings physical surroundings temporal effects antecedent states Temporal effects include the time of day when a purchase is made. so that they can read it during breakfast. All rights reserved. and extended problem solving. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the crowding in retail stores.m. Temporal effects include the time of day or the amount of time available for the purchase.m. This purchase is an example of which situational influence? A. the time of day of the purchase. B. limited. E. so that consumers can read it during breakfast. the second of which is most important here. This is an example of which situational influence in the purchase decision process? A. so he typically goes somewhere within a (p. purchase task social surroundings physical surroundings temporal effects antecedent states Temporal effects include the time of day when a purchase is made and the time available for a purchase. Level of Difficulty: 3 Hard Topic: Situational influences 130. and is careful about what he orders. purchase less than those who purchase with cash or debit cards. Level of Difficulty: 2 Medium Topic: Situational influences 4-169 Copyright © 2016 McGraw-Hill Education. E.129. and extended problem solving. Consumers with credit cards (p. purchase less when accompanied by children than when in the company of other adults. 93) A. . D. B. B. Consumers with credit cards purchase more than those with cash or debit cards. Antecedent states include the consumer's mood or amount of cash on hand. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. limited. E. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Rob only has 30 minutes off for lunch. 93) block or two of his building. and extended problem solving. are influenced to a certain extent by a retailer's physical surroundings to buy more with their credit cards than with cash. All rights reserved. which can influence purchase behavior and choice. C. and extended problem solving. D. are less influenced by physical surrounding than those who pay by cash or check. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. purchase more than those who purchase with cash or debit cards. C. E. flowers are assumed to improve one's mood. limited. "Just how mad is she?" This ad relies on which of the following situational influences for its effectiveness? A. B. D. All rights reserved. Level of Difficulty: 3 Hard Topic: Situational influences Figure 4-4 4-170 Copyright © 2016 McGraw-Hill Education. C. and extended problem solving. Here. . AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education.131. which can influence purchase behavior and choice. 93) varying in size from a single rose to a very large elaborate arrangement. purchase task social surroundings physical surroundings psychological effects antecedent states Antecedent states include the consumer's mood or amount of cash on hand. The American Floral Council used an ad that showed three flower arrangements (p. The caption simply read. economic situational psychological sociocultural marketing mix The psychological influences include motivation and personality. A. and extended problem solving. and extended problem solving. values. and lifestyle. E. learning. limited. B represents the __________ influences that can affect the (p. price. See Figure 4-4. perception. See Figure 4-4. limited.132. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. limited. Level of Difficulty: 2 Medium Topic: Psychological influences 133. . B. economic situational environmental marketing mix market dominated The marketing mix influences are the 4 Ps: product. 94) consumer purchase decision process. D. limited. In Figure 4-4 above. and place. D. B. and extended problem solving. A represents the __________ influences that can affect the (p. C. 94) consumer purchase decision process. attitudes. No reproduction or distribution without the prior written consent of McGraw-Hill Education. A. Level of Difficulty: 2 Medium Topic: Marketing mix influences 4-171 Copyright © 2016 McGraw-Hill Education. promotion. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. In Figure 4-4 above. and extended problem solving. C. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. All rights reserved. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. beliefs. limited. and extended problem solving. and extended problem solving. D. All rights reserved. social surroundings. B. limited. social class. and extended problem solving. reference groups. temporal effects. and culture and subculture influences. In Figure 4-4 above. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D represents the __________ influences that can affect the (p. sociocultural economic environmental situational market dominated The sociocultural influences include personal influence. and extended problem solving. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. and antecedent states. A. 94) consumer purchase decision process. D. See Figure 4-4. C. limited. In Figure 4-4 above. Level of Difficulty: 2 Medium Topic: Situational influences 4-172 Copyright © 2016 McGraw-Hill Education. E. family influences. Level of Difficulty: 2 Medium Topic: Sociocultural influences 135. 94) consumer purchase decision process. A. See Figure 4-4. . C. B. physical surroundings. E. economic situational psychological sociocultural marketing mix The situational influences include purchase task.134. C represents the __________ influences that can affect the (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. organizational buying decision process. marketing program. Level of Difficulty: 2 Medium Topic: Consumer purchase decision process 137. Sociocultural influences that affect the consumer purchase decision process (p. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. personal influence. and extended problem solving. E. In Figure 4-4 above. and attitudes are psychological influences on the consumer purchase decision process. E in Figure 4-4 identifies the five stages of the consumer purchase decision process. values. and extended problem solving. reference groups. family. See Figure 4-4. D. and extended problem solving. and attitudes. limited. 94) include all of the following EXCEPT: A. B. culture and subculture. B. limited. C. beliefs. . E. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Values. consumer socialization process. limited. beliefs. D. limited. marketing research process. All rights reserved. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 2 Medium Topic: Sociocultural influences 4-173 Copyright © 2016 McGraw-Hill Education.136. E represents the (p. 94) A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. C. consumer purchase decision process. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and extended problem solving. Key term definition . D. limited. the stimulus required to cause a consumer to do something uncharacteristic of himself. C. B. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving.138. The energizing force that stimulates behavior to satisfy a need is referred to as (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education.motivation. motivation. perception. 94) a(n) A. a person's consistent behaviors or responses to recurring situations. antecedent state. cognitive dissonance. D.motivation. Key term definition . . the energizing force that stimulates behavior to satisfy a consumer need. personality. Level of Difficulty: 1 Easy Topic: Motivation 4-174 Copyright © 2016 McGraw-Hill Education. All rights reserved. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. C. E. E. Level of Difficulty: 1 Easy Topic: Motivation 139. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Motivation refers to (p. 94) A. limited. the way people see themselves and the way they believe others see them. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Hierarchy of needs 4-175 Copyright © 2016 McGraw-Hill Education. physiological. B. self-actualization. social. and personal self-actualization. All rights reserved. self-actualization. and self-actualization. 95) which must be satisfied first are referred to as A. safety needs. E. Text term definition . See Figure 4-5. E. personal. safety.physiological needs. safety. B. limited. personal. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 141. self-actualization needs. and safety physiological. and social The Maslow hierarchy of needs. psychological. D. D. safety. social. from the lowest level need to the highest. Which list below presents the Maslow hierarchy of needs in its correct order. 95) beginning with the lowest level need and moving up to the highest level need? A. and personal safety.140. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. those needs which are basic to survival and (p. (p. and extended problem solving. In the Maslow hierarchy of needs. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. are physiological. personal needs. C. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. physiological. followed by safety. and self-actualization safety. physiological needs. personal. social. physiological. personal. limited. social. . physiological. social needs. food. food. D. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. physiological social personal safety self-actualization Text term definition . which are basic to survival and must be satisfied first.142. . Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. water. 95) well as physical and financial well-being. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. __________ needs involve self-preservation as (p. In the Maslow hierarchy of needs. All rights reserved. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. psychological safety social personal physiological People possess physiological needs for basics such as water. limited. and extended problem solving. and oxygen would be considered (p.safety needs. A. and oxygen. A. 95) __________ needs. E. E. Level of Difficulty: 1 Easy Topic: Hierarchy of needs 4-176 Copyright © 2016 McGraw-Hill Education. and extended problem solving. limited. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 143. See Figure 4-5. B. In the Maslow hierarchy of needs. C. Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. An ad for Conesco's life insurance asks the question. All rights reserved. C.144. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. The ad is intended to appeal to which of the Maslow hierarchy of needs? A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. physiological safety social personal self-actualization In the Maslow hierarchy of needs. See Figure 4-5. physiological needs safety needs social needs personal needs self-actualization needs In the Maslow hierarchy of needs. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 4-177 Copyright © 2016 McGraw-Hill Education. 95) supporting your family after you pass away?" The ad shows a tombstone with a sign that offers the face of the stone as ad space. D. D. and extended problem solving. limited. limited. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 145. safety needs involve self-preservation and physical and financial well-being. B. E. . C. See Figure 4-5. No reproduction or distribution without the prior written consent of McGraw-Hill Education. "How do you plan on (p. Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. In the Maslow hierarchy of needs. a burglar alarm would satisfy a __________ need. safety needs involve self-preservation as well as physical and financial well-being. 95) A. (p. D. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 4-178 Copyright © 2016 McGraw-Hill Education.social needs. E. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Its appeal (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 95) friendship are referred to as __________ needs. 95) is to satisfy consumers' __________ needs in the Maslow hierarchy of needs.146. social needs are those that are concerned with love and friendship. C. and extended problem solving. limited. E. See Figure 4-5. D. C. A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. In the Maslow hierarchy of needs. All rights reserved. B. eHarmony claims to be the world's most trusted online dating website. physiological personal interaction social psychological In the Maslow hierarchy of needs. A. B. Level of Difficulty: 1 Easy Topic: Hierarchy of needs 147. physiological safety social personal self-actualization Text term definition . those needs that are concerned with love and (p. See Figure 4-5. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. D. C. C. Level of Difficulty: 1 Easy Topic: Hierarchy of needs 4-179 Copyright © 2016 McGraw-Hill Education. A. All rights reserved. D. . those needs that are represented by the need (p. B. prestige. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. those needs involving personal fulfillment are (p. physiological safety social personal self-actualization Text term definition . A. limited. In the Maslow hierarchy of needs. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. See Figure 4-5. 95) for achievement. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Hierarchy of needs 149. E. and extended problem solving.148.personal needs. and self-respect are referred to as __________ needs.self-actualization needs. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. See Figure 4-5. status. physiological safety personal social self-actualization Text term definition . B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 95) called __________. E. limited. In the Maslow hierarchy of needs. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. self-actualization needs are at the top. such as the message in the Acura ad. A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. In the Maslow hierarchy of needs. D. . limited. 95) the Direction of Your Dreams. intellectual needs emotional needs self-actualization needs religious needs psychological needs In terms of the Maslow hierarchy of needs. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. self-actualization needs involve personal fulfillment. B. See Figure 4-5. social. D. followed (p. 95) by safety. C. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior." This ad is most likely to appeal to consumer's __________ needs in the Maslow hierarchy of needs. and personal. An Acura automobile ad is headlined by a quote from Henry David Thoreau. All rights reserved. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 4-180 Copyright © 2016 McGraw-Hill Education. and extended problem solving. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 151. physiological personal psychological social self-actualization In the Maslow hierarchy of needs. C. What category of needs is at the highest level? A. "Go in the Direction of Your Dreams. "Go in (p. E.150. the most basic needs are physiological." See Figure 4-5. C. Level of Difficulty: 3 Hard Topic: Hierarchy of needs Figure 4-5 4-181 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D.S. 95) All You Can Be" appeals to which Maslow hierarchy of needs level? A. B. self-actualization needs involve personal fulfillment . The long-running U. physiological needs self-actualization needs safety needs social needs personal needs In the Maslow hierarchy of needs.152. E. Army recruiting advertisement that invited enlistees to "Be (p. See Figure 4-5. All rights reserved.what the Army recruiting ads suggest enlistees will realize. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . A defines what level in the Maslow hierarchy of (p. . and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. See Figure 4-5. physiological safety social personal self-actualization Level B in the Maslow hierarchy of needs represents personal needs of status. C. E. B defines what level in the Maslow hierarchy of (p. limited. respect. D.153. According to Figure 4-5 above. All rights reserved. limited. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 154. physiological safety social personal self-actualization Level A in the Maslow hierarchy of needs represents the need for self-actualization. 95) needs? A. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-182 Copyright © 2016 McGraw-Hill Education. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 95) needs? A. C. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and extended problem solving. and prestige. B. According to Figure 4-5 above. See Figure 4-5. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. limited. . All rights reserved. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C defines what level in the Maslow hierarchy of (p. belonging. E. and love. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. See Figure 4-5. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. B. C. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-183 Copyright © 2016 McGraw-Hill Education.155. 95) needs? A. limited. B. 95) needs? A. and extended problem solving. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. According to Figure 4-5 above. See Figure 4-5. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 156. physiological safety social personal self-actualization Level D in the Maslow hierarchy of needs represents the desire for freedom from harm and financial security. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D defines what level in the Maslow hierarchy of (p. and extended problem solving. which are safety needs. D. According to Figure 4-5 above. D. C. physiological safety social personal self-actualization Level C in the Maslow hierarchy of needs represents social needs of friendship. physiological safety social personal self-actualization Level E in the Maslow hierarchy of needs represents the need for food. Self-fulfillment in the Maslow hierarchy of needs is an example of the highest-order (p. See Figure 4-5. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. personal needs. D. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-184 Copyright © 2016 McGraw-Hill Education. limited. According to Figure 4-5 above. E. limited. and extended problem solving. B. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. self-actualization needs. . Level of Difficulty: 2 Medium Topic: Hierarchy of needs 158. Self-actualization needs involve personal or self-fulfillment in the Maslow hierarchy of needs. C. E. 95) needs referred to as A.157. 95) needs? A. physiological needs. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. social needs. water. shelter. safety needs. which are physiological needs. and oxygen. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E defines what level in the Maslow hierarchy of (p. C. D. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. and extended problem solving.159. (p. . Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. and extended problem solving. self-actualization personal social safety physiological Friendship. 95) A. Status in the Maslow hierarchy of needs is an example of a __________ need. self-actualization personal social safety physiological Status. and love are examples of social needs in the Maslow hierarchy of needs. B. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 160. limited. (p. E. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and prestige are examples of personal needs in the Maslow hierarchy of needs. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-185 Copyright © 2016 McGraw-Hill Education. 95) A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. belonging. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. All rights reserved. D. Friendship in the Maslow hierarchy of needs is an example of a __________ need. C. E. respect. (p.161. 95) A. limited. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. B. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-186 Copyright © 2016 McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. E. and extended problem solving. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 162. (p. and extended problem solving. C. Food in the Maslow hierarchy of needs is an example of a __________ need. D. self-actualization personal social safety physiological Shelter is an example of physiological needs in the Maslow hierarchy of needs. E. limited. self-actualization personal social safety physiological Food is an example of physiological needs in the Maslow hierarchy of needs. . Shelter in the Maslow hierarchy of needs is an example of a __________ need. All rights reserved. 95) A. C. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-187 Copyright © 2016 McGraw-Hill Education. Figure 4-5 above depicts the Maslow __________. All rights reserved. limited. C. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.Figure 4-5 163. (p. motivation for preservation products pyramid hierarchy of needs ladder of effects psychosocial influences Figure 4-5 shows the Maslow hierarchy of needs. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. . D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. See Figure 4-5. E. and extended problem solving. 95) A. . AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and prestige. 95) the Maslow hierarchy of needs? A. See Figure 4-5. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 95) be found in what level of the Maslow hierarchy of needs? A. D. carrying an American Express Centurian Card would (p. physiological self-actualization personal safety social A college education involves self-actualization or self-fulfillment. Considering Figure 4-5 above. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. which is Level A in the Maslow hierarchy of needs. E. a college education would be found in what level of (p.164. C. B. Considering Figure 4-5 above. D. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 4-188 Copyright © 2016 McGraw-Hill Education. physiological self-actualization personal safety social An American Express Centurian Card represents personal needs of status. E. B. which is Level B in the Maslow hierarchy of needs. All rights reserved. respect. See Figure 4-5. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 165. Chanel No. physiological self-actualization personal safety social Chanel No. physiological self-actualization personal safety social State Farm insurance products represent safety needs of freedom from harm and financial security. B. E. See Figure 4-5. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. belonging. C. and love. Considering Figure 4-5 above. 95) what level of the Maslow hierarchy of needs? A. State Farm insurance products would be found in (p. D. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 4-189 Copyright © 2016 McGraw-Hill Education. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 167.166. 5 fragrances would be found in what (p. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. . All rights reserved. 95) level of the Maslow hierarchy of needs? A. 5 fragrances represent social needs of friendship. See Figure 45. E. which is Level D in the Maslow hierarchy of needs. C. which is Level C in the Maslow hierarchy of needs. According to Figure 4-5 above. an apartment would be found in what level of the (p. 95) Maslow hierarchy of needs? A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 95) as A. E.personality. shelter. Key term definition . culture. According to Figure 4-5 above. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. personality. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 3 Hard Topic: Hierarchy of needs 169. . water. B. Level of Difficulty: 1 Easy Topic: Personality 4-190 Copyright © 2016 McGraw-Hill Education. limited. D. All rights reserved. and extended problem solving. physiological self-actualization personal safety social An apartment represents physiological needs for food.168. core values. C. and oxygen. See Figure 4-5. B. A person's consistent behaviors or responses to recurring situations is referred to (p. motivation. perception. which is Level E in the Maslow hierarchy of needs. C. D. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. limited. People with compliant personalities prefer lesser known brand names. Although many personality theories exist. organizes. and interprets information to create a meaningful ideal self. most identify key traits . the attitudes that determine how people spend their time and resources and what they consider important.170.personality. Personality is dynamic and typically changes several times as a person matures. B. D. social. and extended problem solving. or professional environment. limited.enduring characteristics within a person or in his or her relationship with others. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the process by which an individual selects. C. E. Most personality traits are inherited or formed at an early age. 95) A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Personality is the energizing force that makes consumer behavior purposeful. Which of the following statements about personality is most accurate? (p. a person's consistent behaviors or responses to recurring situations. These traits are inherited or formed at an early age and change little over the years. 95) A. C. and extended problem solving. B. Level of Difficulty: 1 Easy Topic: Personality 171. those qualities that either attract or repel other members of a person's personal. Key term definition . Most personality traits are formed during adulthood and don't change thereafter. D. Personality refers to (p. All rights reserved. the way people see themselves and others. Level of Difficulty: 2 Medium Topic: Personality 4-191 Copyright © 2016 McGraw-Hill Education. E. Level of Difficulty: 1 Easy Topic: Self-concept 4-192 Copyright © 2016 McGraw-Hill Education. key trait persona self-concept core value ideal self Text term definition . B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. A. Level of Difficulty: 1 Easy Topic: Personality traits 173. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. self-evaluation. E. E. self-concept. Enduring characteristics within a person or in his or her relationship with others (p. .self-concept. 95) are referred to as a(n) __________. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. All rights reserved. personal perception. D. The way people see themselves and the way they believe others see them is (p. Key term definition . limited. individualized perception. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. C. and extended problem solving. and extended problem solving. 95) referred to as A. limited. C. self-actualization.key traits.172. a persona determined by their peers a persona determined by psychology an abstract self-concept an ideal self-concept an inconsistent self-concept Marketers recognize that people have an actual self-concept and an ideal selfconcept. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 95) A. An ideal self-concept describes how people would like to see themselves. D. the degree to which a person is influenced by situational influences. Marketers recognize that people have an actual self-concept and __________.174. the way people see themselves and the way they believe others see them. E. Key term definition . All rights reserved. An actual self-concept refers to how people actually see themselves. the degree to which a person trusts his or her own judgment in a purchase situation. Self-concept refers to (p. B. B. Level of Difficulty: 1 Easy Topic: Self-concept 175. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. . the need for personal fulfillment. E. C. D. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. (p.self-concept. C. 95) A. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. the way people see others and the way they believe others see other people. Level of Difficulty: 1 Easy Topic: Self-concept 4-193 Copyright © 2016 McGraw-Hill Education. When the state of Virginia touts the slogan "Virginia is for Lovers. limited. and linking that concept to Virginia as a state where "lovers" are welcome. C.176.perception. and extended problem solving. D. or vacationers. or vacationers. Level of Difficulty: 3 Hard Topic: Self-concept 177. part of its workforce. organizes. E. 95) appeal to people's __________ in order to attract them as potential residents. All rights reserved. . self-concept individualized perception self-evaluation self-actualization personal perception Self-concept is the way people see themselves and the way they believe others see them." it is trying to (p. A. A. Here. The process by which an individual selects. No reproduction or distribution without the prior written consent of McGraw-Hill Education. workers. C. B. motivation attitude formation learning perception a self-concept Key term definition . Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior." it is trying to appeal to people's self-concept (being "lovers") in order to attract them as residents. and interprets information (p. when Virginia uses the slogan "Virginia is for Lovers. Level of Difficulty: 1 Easy Topic: Perception 4-194 Copyright © 2016 McGraw-Hill Education. B. 96) to create a meaningful picture of the world is referred to as __________. E. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. the process by which an individual selects. A filtering of exposure. and extended problem solving. B. All rights reserved. D. Level of Difficulty: 1 Easy Topic: Perception 179. organizes. D. and interprets information to create a meaningful picture of the world. (p.178. and retention is called __________. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. B.selective perception. Level of Difficulty: 1 Easy Topic: Selective perception 4-195 Copyright © 2016 McGraw-Hill Education. limited. selective attention selective perception selective intuition selective retention stimulus discrimination Text term definition . No reproduction or distribution without the prior written consent of McGraw-Hill Education.perception. limited. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. Key term definition . a person's consistent behaviors or responses to recurring situations. E. and extended problem solving. Perception refers to (p. the way people see themselves and the way they believe others see them. C. seeing or hearing messages without being aware of them. 96) A. C. 96) A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. comprehension. E. comprehension. E. when he read about palindromes for his English class. Originally. selective perception. stimulus discrimination. . the human (p. Marshall had never recalled hearing the term. selective retention. selective retention. Because the average consumer operates in a complex environment. selective intuition. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. a filtering of exposure. B. B. C. selective attention. E. All rights reserved. selective perception. No reproduction or distribution without the prior written consent of McGraw-Hill Education. However. 96) brain attempts to organize and interpret information with a process referred to as A.g. selective attention. 96) or from the left (e.180. This is most likely the result of A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 2 Medium Topic: Selective perception 181. stimulus discrimination. C. selective exposure. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and retention. he saw three examples of the term within a matter of days. Because the average consumer operates in a complex environment. Because the average consumer operates in a complex environment. D. comprehension. madam). and extended problem solving. D. the human brain attempts to organize and interpret information with a process called selective perception. limited. Level of Difficulty: 3 Hard Topic: Selective perception 4-196 Copyright © 2016 McGraw-Hill Education. a filtering of exposure. and retention.. A palindrome is a word or phrase that reads the same whether read from the right (p. the human brain attempts to organize and interpret information with a process called selective perception. selective perception. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. selective exposure. B. Text term definition . stimulus discrimination. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. 96) purchase decision process? A. selective retention. and extended problem solving. Selective exposure is most likely to occur during which stage of the consumer (p. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 1 Easy Topic: Selective exposure 183. selective comprehension. C. limited. All rights reserved. The tendency to pay attention to messages consistent with one's attitudes and (p. 96) beliefs and to ignore messages that are inconsistent with them is referred to as A. information search purchase decision alternative evaluation postpurchase behavior problem recognition Selective exposure occurs when people pay attention to messages that are consistent with their attitudes and beliefs and ignore those that are inconsistent. . Level of Difficulty: 2 Medium Topic: Selective exposure 4-197 Copyright © 2016 McGraw-Hill Education. It often occurs in the postpurchase stage of the decision process when consumers read advertisements for the brand they just bought. C. B.selective exposure. E. E.182. limited. but the headline did not appeal to her as the result of A. B. Interpreting information so that it is consistent with one's attitudes and beliefs is (p. Level of Difficulty: 1 Easy Topic: Selective comprehension 4-198 Copyright © 2016 McGraw-Hill Education. Selective exposure is the tendency to pay attention to messages consistent with one's attitudes and beliefs and to ignore messages that are inconsistent with them. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. selective retention. she did not bother to (p. E. Text term definition . E. and extended problem solving.184. D. 96) read a recent report by the New England Journal of Medicine suggesting that some fat in our diet is healthy. Because Marla was so strongly committed to a fat-free diet. The report was in a newspaper that Marla reads daily. selective comprehension. B. selective analysis. selective comprehension. selective exposure. C. selective perception. . selective exposure. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 96) referred to as A. limited.selective comprehension. All rights reserved. stimulus discrimination. stimulus discrimination. C. selective retention. Level of Difficulty: 3 Hard Topic: Selective exposure 185. C. All rights reserved. consumers do not remember all the information they see. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. She believed (p. the consumer believes the manufacturer is unsympathetic to women because of the brand name given to a product. A. or hear. Prexa was offended by the brand name of a new product for women. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 96) the name of the product was demeaning and that it reflected a negative attitude of the manufacturer towards women in general. even minutes after exposure to it. (p. Level of Difficulty: 1 Easy Topic: Selective retention 4-199 Copyright © 2016 McGraw-Hill Education. B. E. 97) read. if other women interpreted the name choice the same way. As a result of __________. E. it is likely this product would fail. In this case. and extended problem solving. limited. selective retention selective comprehension selective exposure selective analysis stimulus discrimination A consumer using selective comprehension interprets information so that it is consistent with his or her attitudes and beliefs. D. C. Level of Difficulty: 3 Hard Topic: Selective comprehension 187. .selective retention.186. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. selective retention selective comprehension selective exposure selective perception subliminal discrimination Text term definition . Although this may simply be the result of __________. D. B. C. hear. C. and extended problem solving. Level of Difficulty: 2 Medium Topic: Selective retention 4-200 Copyright © 2016 McGraw-Hill Education. read. and extended problem solving. limited. D. B. or hear. information search purchase decision alternative evaluation postpurchase behavior problem recognition Selective retention means that consumers do not remember all the information they see. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Some retailers give consumers product brochures to take home after they leave their stores to help them remember a product. 97) A. offering extended service warranties. adding more end-aisle and other point-of-purchase displays throughout the store. even minutes after exposure to it. 97) purchase decision process? A. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Selective retention means consumers do not remember all they see. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. limited. D. B. . adopting advertising campaigns that use bright colors and a new selection of popular background music. even minutes after exposure to it. Selective retention often occurs in the information search stage of the consumer decision process when consumers engage in both internal and external search activities. or read. hiring well-known celebrities to sponsor their products. Level of Difficulty: 2 Medium Topic: Selective retention 189. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. Selective retention is most likely to occur during which stage of the consumer (p. All rights reserved. Retailers can reduce problems associated with selective retention by (p. providing brochures for consumers to take home.188. or read. this may be the result of A. The process of seeing or hearing messages without being aware of them is (p. D. selective exposure. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. selective perception. subliminal perception. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.190. selective attention. selective retention. Level of Difficulty: 1 Easy Topic: Subliminal perception 4-201 Copyright © 2016 McGraw-Hill Education. Selective retention means consumers do not remember all they see. . 97) and still could not remember several of the correct marketing terms to do well on the exam. selective comprehension. E. B. C. selective retention. even minutes after exposure to it. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. hear.subliminal perception. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. subliminal perception. C. B. selective perception. All rights reserved. indifference. E. Level of Difficulty: 3 Hard Topic: Selective retention 191. D. 97) referred to as A. If you read the chapters from your marketing textbook the night before this test (p. Key term definition . subliminal perception. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. 97) the feature film. Selective exposure is difficult for marketers to surmount. C. with more popular appeal than scientific support. Level of Difficulty: 1 Easy Topic: Subliminal perception 193. which flashed on the screen for such a short time that moviegoers were not consciously aware of them. the process of being brainwashed to the point of acting in a way that is contrary to or inconsistent with ones normal behavior. E. B. D. B. and extended problem solving. AACSB: Ethics Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . Research has shown what about such messages? A. Selective perception overrides advertising messages. E. the inability of a person to communicate due to lack of background knowledge or experience. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. The messages. D. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine." encouraging them to visit the snack lobby.192. Key term definition . or paragraphs communicated in writing or speech. urged consumers to "Drink Coke" and to "Eat Popcorn. sentences. Subliminal perception occurs when consumers view or hear messages without being aware of them. a person's innate ability to read non-verbal cues like body language and facial expressions. Subliminal perception enables marketers to motivate consumers to take an action. the process of seeing or hearing messages without being aware of them. evidence suggests that such messages have limited effects on behavior. 97) A. Level of Difficulty: 3 Hard Topic: Subliminal perception 4-202 Copyright © 2016 McGraw-Hill Education. All rights reserved. the ability of a person to understand the allegorical meanings behind words. Subliminal messages have limited effects on behavior. Subliminal messages were deemed illegal by the Federal Trade Commission at the time these were shown in the movie theater. Its effect on behavior is a hotly debated issue. A movie theater owner embedded brief messages during trailers before showing (p. Indeed. Subliminal perception refers to (p. C. consumers think that subliminal messages can cause them to buy products and services they don't want. Subliminal messages are illegal in the United States. About two-thirds of U. Subliminal perception refers to seeing or hearing messages without being aware of them. AACSB: Ethics Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. .S.S. No reproduction or distribution without the prior written consent of McGraw-Hill Education.194. About half of U. Level of Difficulty: 2 Medium Topic: Subliminal perception Subliminal Book Cover Photo 4-203 Copyright © 2016 McGraw-Hill Education. The Federal Communications Commission (FCC) believes that subliminal perception can be effective with a large majority of consumers. about half are convinced that this can cause them to buy things they don't want. E. B. D. 96) A. Subliminal messages are more effective now due to the advances in computergenerated images in movies and TV programs. The use of subliminal messaging is monitored by the Better Business Bureau. Which of the following statements about subliminal perception is most accurate? (p. consumers think subliminal messages are present in commercial communications. All rights reserved. and extended problem solving. All rights reserved. The anxiety felt because the consumer cannot anticipate the outcomes of a (p. which could be a psychological influence on consumer purchase behavior. C. a positive precedent state. D.195. 97) purchase but believes there may be negative consequences is referred to as A. 96) Advertising is about subliminal messages. a negative antecedent state. E. consumers think subliminal messages are present in commercial communications that can cause them to buy things they don't want. sociocultural situational psychological acculturational attitudinal About half of U. .S. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. Level of Difficulty: 1 Easy Topic: Perceived risk 4-204 Copyright © 2016 McGraw-Hill Education. C. E. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. spatial uncertainty. which reflect which kind of potential influence on the consumer decision-making process? A. AACSB: Ethics Blooms: Understand Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. temporal uncertainty. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.perceived risk. Level of Difficulty: 2 Medium Topic: Subliminal perception 196. perceived risk. B. Key term definition . D. The book cover photo above for The Secret Sales Pitch: An Overview of Subliminal (p. consumer cynicism. Level of Difficulty: 1 Easy Topic: Perceived risk 198. Examples of negative consequences include the size of the financial outlay required to buy the product. D. the personal. E. C. the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. the risk of physical harm. 97) product performance. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Perceived risk is the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. and the psychosocial risk that friends won't approve the purchase. cognitive dissonance. D. consumer angst. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. The fear of physical harm. an unmerited fear of being taken advantage of in an exchange situation. the performance of the product. the degree to which a seller is willing to make an exchange based upon a customer's credit worthiness. perceived risk. purchase anxiety. Perceived risk is (p.perceived risk. B. C. . and even the lack of approval of friends can all contribute to A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Key term definition . and extended problem solving. the size of financial outlay required to buy the product. E. the feeling of postpurchase psychological tension or anxiety that consumers may experience when faced with two or more highly attractive alternatives. and economic significance of the purchase to the consumer. and extended problem solving. limited. limited. 97) A. All rights reserved. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 2 Medium Topic: Perceived risk 4-205 Copyright © 2016 McGraw-Hill Education. (p. social.197. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) A. limited. 97. D. giving extensive usage instructions. giving extensive usage instructions. and extended problem solving.199. Perceived risk is the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. providing warranties and guarantees. using subliminal advertising. The Good Housekeeping Research Institute tests and approves household products. When Clorox uses the Good Housekeeping Seal for its Fresh Step cat litter. which can include obtaining seals of approval. providing free trials of the product. E. B. those that are acceptable earn the Good Housekeeping Seal. E. including obtaining seals of approval from reputable organizations. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. securing endorsements from influential people.perceived risk and encourage purchases EXCEPT: 98) A. Firms develop marketing strategies and tactics to reduce consumers' perceived risk and encourage purchases. All of the following are marketing strategies designed to reduce consumers' (p. All rights reserved. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. securing endorsements from influential people. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 2 Medium Topic: Perceived risk 200. D. consumer angst cognitive dissonance perceived risk purchase anxiety consumer cynicism Perceived risk is the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. Level of Difficulty: 2 Medium Topic: Perceived risk 4-206 Copyright © 2016 McGraw-Hill Education. . and providing warranties and guarantees. and extended problem solving. its (p. limited. B. C.strategy is to reduce a consumer's __________ and encourage purchases. providing free trials of the product. 97. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. Companies develop strategies to reduce consumers' perceived risk and encourage purchases. limited. and extended problem solving. A. behavioral learning cognitive learning brand loyalty perceived risk postpurchase dissonance When Kia Motors offers a 10-year. When Kia Motors offers a 10-year. C. the risk of physical harm. its strategy is to reduce consumers' perceived risk and encourage purchases. B. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.000 mile warranty for the Kia Soul automobile.000-mile warranty for its Kia Soul (p. and the psychosocial risk that friends won't approve the purchase. Kendall was excited to begin her new job after she graduated from college. Here. D. 97. its strategy is to reduce consumers' __________ and encourage 98) purchases. Level of Difficulty: 3 Hard Topic: Perceived risk 4-207 Copyright © 2016 McGraw-Hill Education. a subscription to The Wall Street Journal an outfit for her first day a new coffee maker flowers to decorate her new apartment running shoes Perceived risk is the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. B. the performance of the product. D. her new coworkers may think she is not dressed appropriately for the job based on cultural norms of her new workplace. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Examples of negative consequences include the size of the financial outlay required. E.of the following purchases would most likely have the greatest perceived risk for 98) her the day before she begins the job? A. . Which (p. Level of Difficulty: 2 Medium Topic: Perceived risk 202.201. All rights reserved. 100. 100. 97.automobile. D. wisdom. those behaviors that result from repeated experience and reasoning. and extended problem solving. 98) as A. Key term definition . the process by which an individual selects.learning. B. All rights reserved. advertising. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. content that has been transferred from short-term to long-term memory. Level of Difficulty: 1 Easy Topic: Learning 204. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and extended problem solving. Those behaviors that result from repeated experience and reasoning is referred to (p. limited. organizes. C. and interprets information to create a meaningful picture of the world. 98) A. a consumer's subjective perception of how a product or brand performs on different attributes based on personal experience. psychosocial edification. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning refers to (p.learning. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. acculturation. . E. Key term definition . Level of Difficulty: 1 Easy Topic: Learning 4-208 Copyright © 2016 McGraw-Hill Education.203. and discussions with other people. attitudinal identification. a predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. C. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. learning. E. B. and extended problem solving. and extended problem solving. Level of Difficulty: 2 Medium Topic: Behavioral learning 4-209 Copyright © 2016 McGraw-Hill Education. B. reinforcement. All rights reserved.behavioral learning. The process of developing automatic responses to a situation built up through (p. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. A. All of the following variables are central to how consumers learn from repeated (p. E. Level of Difficulty: 1 Easy Topic: Behavioral learning 206. response. limited. drive. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. cue. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. D. response. 98) experience EXCEPT: A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) repeated exposure to it is referred to as ___________. and reinforcement. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. B. cue. Four variables are central to how consumers learn from repeated experience: drive. D. E.205. purchase. C. perceptual learning retentive learning functional learning motivated learning behavioral learning Text term definition . . C. and purchase something new that you really enjoy.207. What consumer behavior principle was involved in this research? A. You are sleepy before your 8:00 a. when Pavlov only rang the bell. and soon this has become a habit. You stop for a drink. This process is an example of A. the scientific method. This is what the classic Pavlov experiment illustrated. class and you notice the Starbucks on the (p. Recall the famous experiment when Dr. 98) walk to school. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. the dogs would still salivate even though food was not presented. Level of Difficulty: 3 Hard Topic: Behavioral learning 208. E. behavioral learning.m. E. B. cognitive learning. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. cognitive dissonance. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Behavioral learning is the process of developing automatic responses to a situation built up through repeated exposure to it. Pavlov presented salivating dogs with food (p. The next day you do the same. All rights reserved. B. D. D. Eventually. attitude formation. 98) at the same time he rang a bell. cognitive learning the scientific method behavioral learning attitude formation cognitive dissonance Behavioral learning is the process of developing automatic responses to a situation built up through repeated exposure to it. . Level of Difficulty: 3 Hard Topic: Behavioral learning 4-210 Copyright © 2016 McGraw-Hill Education. D. B. limited. your stomach growls. response. 98) You walk to the Subway shop and buy a sandwich. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.209. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. D. drive cue attitude response reinforcement Text term definition . C. You see an ad for Subway. (p. (p. . your hunger is a __________. reinforcement cue response prompt drive Four variables are central to how consumers learn from repeated experience: drive. Hunger is a need that motivates or drives a person to take an action. 98) A. Level of Difficulty: 1 Easy Topic: Behavioral learning 210. E. Level of Difficulty: 3 Hard Topic: Behavioral learning 4-211 Copyright © 2016 McGraw-Hill Education. All rights reserved. One evening while watching TV. A. In behavioral learning. and reinforcement. cue. No reproduction or distribution without the prior written consent of McGraw-Hill Education.drive. In terms of behavioral learning. B. and extended problem solving. a need that moves an individual to action is a(n) __________. which tastes great. E. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Seeing a TV ad for Subway is a cue or stimulus a consumer experiences through one's five senses. While watching TV one evening. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. A. You see an ad for Subway. C. E. B. response. B. A. a(n) __________ is a stimulus or symbol perceived by (p. drive cue attitude response reinforcement Text term definition . limited.211. 98) You walk to the Subway shop and buy a sandwich. E.cue. All rights reserved. and reinforcement. In behavioral learning. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. your stomach growls. 98) consumers. Level of Difficulty: 3 Hard Topic: Behavioral learning 4-212 Copyright © 2016 McGraw-Hill Education. which tastes great. drive reinforcement cue response prompt Four variables are central to how consumers learn from repeated experience: drive. Level of Difficulty: 1 Easy Topic: Behavioral learning 212. seeing a TV ad for Subway is a __________. . cue. In terms of behavioral learning. D. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. (p. and extended problem solving. D. C. seeing the girl with the Hello Kitty t-shirt was a __________. D. 98) girl wearing a Hello Kitty t-shirt. 98) drive. . B. a __________ is the action taken by a consumer to satisfy a (p. You go to the mall and see a (p. All rights reserved. In behavioral learning. Level of Difficulty: 1 Easy Topic: Behavioral learning 4-213 Copyright © 2016 McGraw-Hill Education. You remember there is a store in the mall with a lot of Hello Kitty merchandise so you go there and buy a little backpack. cue demotivator motivator response stimulus Text term definition .response. E. A. In terms of behavioral learning. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. You need to buy a gift for a young cousin's birthday. Level of Difficulty: 3 Hard Topic: Behavioral learning 214. limited. she is very excited. response. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. and extended problem solving. B. A. D. cue. drive reinforcement cue response prompt Four variables are central to how consumers learn from repeated experience: drive. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.213. When you give it to your cousin. C. and reinforcement. Seeing the girl with the Hello Kitty t-shirt was a cue or stimulus a consumer experiences through the five senses. cue. drive response reinforcement cue prompt Four variables are central to how consumers learn from repeated experience: drive. 98) wearing a Hello Kitty t-shirt. In terms of behavioral learning. You walk to Jimmy John's and buy a sandwich. No reproduction or distribution without the prior written consent of McGraw-Hill Education. drive response reinforcement cue prompt Four variables are central to how consumers learn from repeated experience: drive. B. D. walking to the sandwich shop and buying a sandwich is a __________. You see an ad for Jimmy (p. You need to buy a gift for a young cousin's birthday. B.215. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) John's. and reinforcement. A. and reinforcement. When you give it to your cousin. C. known as a response. In terms of behavioral learning. response. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. While watching TV one evening. she is very excited. A. At the mall you see a girl (p. your stomach growls. All rights reserved. your purchase at the Hello Kitty store was a __________. C. E. D. The purchase was the action taken by the consumer to satisfy the drive. which tastes great. . You remember there is a store nearby with a lot of Hello Kitty merchandise so you go there and buy a little backpack. cue. Level of Difficulty: 3 Hard Topic: Behavioral learning 216. Level of Difficulty: 3 Hard Topic: Behavioral learning 4-214 Copyright © 2016 McGraw-Hill Education. Walking to Jimmy John's and buying a sandwich is the response. response. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. cue. D. and reinforcement. In behavioral learning. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.217. 98) A. The drink did not provide the anticipated reward needed for reinforcement. Level of Difficulty: 1 Easy Topic: Behavioral learning 218. and extended problem solving. limited. E. 98) behavioral learning has been ineffective? A. E. which variable of (p. B. C. . If a consumer tries a new coffee drink at Starbuck and hates it. cue stimulus motivator response reinforcement Text term definition . C. response. a __________ is the reward that is given to a consumer. All rights reserved. B. reinforcement achievement drive cue response Four variables are central to how consumers learn from repeated experience: drive. D. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 3 Hard Topic: Behavioral learning 4-215 Copyright © 2016 McGraw-Hill Education. (p.reinforcement. No reproduction or distribution without the prior written consent of McGraw-Hill Education. A. E. (p. All rights reserved. The great taste of the sandwich is the reinforcement or reward. response. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. your stomach growls. reinforcement achievement drive cue response Four variables are central to how consumers learn from repeated experience: drive. D. stimulus generalization. You see an ad for Subway.219. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. D. selective retention. When a response elicited by one stimulus becomes applicable to another stimulus. Level of Difficulty: 1 Easy Topic: Stimulus generalization 4-216 Copyright © 2016 McGraw-Hill Education. C. and reinforcement. Level of Difficulty: 3 Hard Topic: Behavioral learning 220. Text term definition . routine problem solving. which tastes great. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . the great taste of the sandwich is a(n) __________. selective comprehension. stimulus discrimination. limited. cue. In terms of behavioral learning. 98) it is called A. 98) You walk to the Subway shop and buy a sandwich. (p. NOTE: The synonym "applicable" replaced "generalizes" so as to not give away the answer. While watching TV one evening.stimulus generalization. B. which exists when a response elicited by one stimulus (cue) is generalized to another stimulus. Level of Difficulty: 2 Medium Topic: Stimulus generalization 4-217 Copyright © 2016 McGraw-Hill Education. D. Which of the following is a concept from behavioral learning theory that marketers (p.M. C. limited. All rights reserved. selective comprehension. . No reproduction or distribution without the prior written consent of McGraw-Hill Education. routine problem solving. based on behavioral learning theory. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. selective retention. 98) use? A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. cognitive dissonance. including stimulus generalization. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. limited. this strategy is an example of A. C.M. Level of Difficulty: 2 Medium Topic: Stimulus generalization 222. Marketers use several concepts from behavioral learning theory. E. Using the same brand name for different products is an application of this concept. 98) such as Tylenol Cold and Flu and Tylenol P. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. selective comprehension. stimulus generalization. such as Tylenol Cold and Flu and Tylenol P. Stimulus generalization exists when a response elicited by one stimulus (cue) is generalized to another stimulus. stimulus discrimination. and extended problem solving. D. and extended problem solving. stimulus generalization.221. If McNeil Consumer Healthcare uses the same brand name for different products (p. selective retention. routine problem solving. E. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.stimulus discrimination. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. selective comprehension. Consumers' ability to perceive taste differences in chocolate bars is an example. cognitive dissonance. E. C. limited. E. D. Level of Difficulty: 2 Medium Topic: Stimulus discrimination 4-218 Copyright © 2016 McGraw-Hill Education. stimulus discrimination. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. selective retention.223. A person's ability to perceive differences in stimuli is referred to as (p. and extended problem solving. 98) A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) A. Stimulus discrimination refers to a person's ability to perceive differences in stimuli. D. stimulus generalization. selective comprehension. stimulus discrimination. Level of Difficulty: 1 Easy Topic: Stimulus discrimination 224. routine problem solving. limited. All rights reserved. and extended problem solving. Consumers' ability to perceive taste differences in chocolate bars is an example of (p. stimulus generalization. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . C. B. B. Text term definition . selective retention. selective retention. stimulus discrimination. selective comprehension. Edison noticed that prices at a new video game rental website were lower than (p. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.225. cognitive dissonance. different types of cheese. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. stimulus discrimination. E. Stimulus discrimination refers to a person's ability to perceive differences in stimuli . Elsa contends that she can taste the difference between fat-free cheeses and (p. Level of Difficulty: 3 Hard Topic: Stimulus discrimination 226. different prices for video game rentals. stimulus generalization. Elsa is exhibiting A. selective retention.in this case. He is exhibiting A. Stimulus discrimination refers to a person's ability to perceive differences in stimuli . selective comprehension. 98) those at most of the other gaming websites or retail stores such as Game Stop. . stimulus generalization. Level of Difficulty: 3 Hard Topic: Stimulus discrimination 4-219 Copyright © 2016 McGraw-Hill Education. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) those with its regular fat content. B. C. B. D. All rights reserved. cognitive dissonance. C. E.in this case. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.in this case two different brands. and extended problem solving. cognitive dissonance selective retention selective comprehension stimulus generalization stimulus discrimination Stimulus discrimination refers to a person's ability to perceive differences in stimuli . E.227. C. Level of Difficulty: 1 Easy Topic: Cognitive learning 4-220 Copyright © 2016 McGraw-Hill Education. E.cognitive learning. D. Comparative advertising. A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 98) of others' behaviors and adjusting one's own behavior accordingly is known as what type of learning? A. stimulus discrimination cognitive learning attitudinal learning stimulus generalization behavioral learning Text term definition . B. C. Making connections between two or more ideas or simply observing the outcomes (p. . Level of Difficulty: 3 Hard Topic: Stimulus discrimination 228. is intended (p. 98) to cause consumers to perceive differences between the products featured in the advertising. D. limited. Marketers who employ comparative advertising are trying to use __________ to make consumers believe that their products are better than competitors' offerings. in which one brand is compared to another. 98) tastes just like homemade. C. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. reasoning. This type of learning involves making connections between two or more ideas or simply observing the outcomes of others' behaviors and adjusting your own accordingly. B. stimulus discrimination brand loyalty cognitive learning stimulus generalization behavioral learning Cognitive learning involves making the connections between two or more ideas or simply observing the outcomes of others' behavior and adjusting your own accordingly. Level of Difficulty: 3 Hard Topic: Cognitive learning 4-221 Copyright © 2016 McGraw-Hill Education. it is influencing which type of learning? A.229. 98) arteries that can cause heart attack and stroke. using an attitudinal learning technique. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. The consumer is encouraged to learn about the benefits of the drug. E. creating stimulus generalization. and mental problem solving without direct experience. This is an example of A. Level of Difficulty: 3 Hard Topic: Cognitive learning 230. reducing perceived risk. When Betty Crocker repeatedly advertises that a cake baked from one of its mixes (p. In this case. . Betty Crocker uses ads to link its cake mixes to baking cakes from scratch. D. using a cognitive learning technique. Advertising explains that the drug Plavix works by preventing plaque buildup in (p. using a behavioral learning technique. All rights reserved. E. Cognitive learning requires thinking. B. 98) cosmetics. including soft drinks. creating stimulus generalization. limited problem solving. The proposed new method of rice preparation can be linked to the product in advertising messages. using an attitudinal learning technique. The back of a box of Hinode Harvest Blend rice mix suggests cooking with chicken (p. C. routine problem solving. personal problem solving. D. high-involvement problem solving. and extended problem solving. reducing perceived risk. All rights reserved. E. using a cognitive learning technique. No reproduction or distribution without the prior written consent of McGraw-Hill Education.e. coffee.. limited. reasoning. This is an example of A. taste or other use of the products without labels). highlighted on packages.231. . and mental problem solving without direct experience. using a behavioral learning technique. or observed among current users. Cognitive learning requires thinking. 98) broth for added flavor. E. which is the basis of A. C. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. consumers are unable to distinguish among brands in blind tests (i. This type of learning involves making connections between two or more ideas or simply observing the outcomes of others' behaviors and adjusting your own accordingly. Research has found that for many products. and (p. Habit formation is the basis of routine problem solving and there is a close link between habits and brand loyalty. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 2 Medium Topic: Habit formation 4-222 Copyright © 2016 McGraw-Hill Education. B. Nonetheless. even when prices are similar. They may buy out of habit. Level of Difficulty: 3 Hard Topic: Cognitive learning 232. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. extended problem solving. consumers have strong preferences for specific brands. D. behavioral loyalty. limited. B. Key term definition . C. a formalized agreement of a vendor to carry one brand over another because it views the quality of that brand to be superior to all others. Level of Difficulty: 1 Easy Topic: Brand loyalty 4-223 Copyright © 2016 McGraw-Hill Education. Key term definition . limited. B. 98) referred to as A. the faith that other products manufactured by the same company with the same brand name will be of the same quality. consumer allegiance. the group of brands that a consumer would consider acceptable from among all the brands in the product class of which he or she is aware.233. C. 98) A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Brand loyalty 234. Brand loyalty refers to (p. D. attitudinal discrimination. A favorable attitude toward and consistent purchase of a single brand over time is (p. stimulus generalization.brand loyalty. and extended problem solving. D. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. a favorable attitude toward and consistent purchase of a single brand over time. and extended problem solving.brand loyalty. brand loyalty. the willingness of consumers to try a new brand in a brand line based upon their satisfaction with other brands in the line. E. No reproduction or distribution without the prior written consent of McGraw-Hill Education. All rights reserved. Brand loyalty increases the perceived risk associated with impulse purchases. C. Brand loyalty results from the positive reinforcement of previous actions. Brand loyalty is a favorable attitude toward and consistent purchase of a single brand over time. B. All rights reserved. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. The incidence of brand loyalty appears to be declining in North America. 99) consistently favorable or unfavorable way is referred to as a(n) __________. B. Learning has little effect on brand loyalty because most habits are instinctual. D. Which of the following statements about brand loyalty is most accurate? (p. Level of Difficulty: 1 Easy Topic: Attitude 4-224 Copyright © 2016 McGraw-Hill Education. D. and extended problem solving. 98) A. attitude belief value motivation perception Key term definition .attitude. The incidence of brand loyalty is steadily rising in North America. and extended problem solving. A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and Japan.235. E. E. Level of Difficulty: 2 Medium Topic: Brand loyalty 236. A learned predisposition to respond to an object or class of objects in a (p. C. Western Europe. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. The best way to enhance brand loyalty is to brand all new products with the same brand name. Key term definition . a consumer's subjective perception of how a product or brand performs on different attributes based on personal experience. When you evaluate cars. D. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. C. B. 99) __________ toward automobiles with good fuel economy. D. An attitude refers to (p. you are likely to have a favorable attitude toward it. limited. E. advertising. Suppose thriftiness is a personal value. A. and extended problem solving. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. belief value attitude motivation perception Personal values affect attitudes by influencing the importance assigned to specific product attributes. then you probably will have a favorable (p. and discussions with other people. limited. If you believe a specific car brand has this attribute. All rights reserved. fuel economy (a product attribute) becomes important. Level of Difficulty: 2 Medium Topic: Attitude 4-225 Copyright © 2016 McGraw-Hill Education. C. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. the process by which an individual selects. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. No reproduction or distribution without the prior written consent of McGraw-Hill Education. a person's consistent behaviors or responses to recurring situations.attitude. . the feelings one has about the preferable modes of conduct that tend to persist over time. Level of Difficulty: 1 Easy Topic: Attitude 238.237. If you hold a personal value of thriftiness. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. organizes. and interprets information to create a meaningful picture of the world. 99) A. values attitudes beliefs predispositions opinions Key term definition . Marketers are concerned with both but focus mostly on personal values. Attitudes are shaped by our values and beliefs. limited. E.beliefs. Attitudes are learned. Level of Difficulty: 1 Easy Topic: Beliefs 4-226 Copyright © 2016 McGraw-Hill Education. A consumer's subjective perception of how a product or brand performs on (p. and extended problem solving. . Personal values affect attitudes by influencing the importance assigned to specific product attributes. D. Level of Difficulty: 2 Medium Topic: Attitude 240. 99) A. Which of the following statements is FALSE about attitudes? (p. 99) different attributes based on personal experience. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. which affect attitudes by influencing the importance assigned to specific product attributes. D. and discussions with other people are referred to as __________. A. C. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Attitudes are shaped by one's values and beliefs. B. Marketers are primarily concerned with American core values when developing advertising messages. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. advertising. There are American core values and personal values. limited. C. An attitude results in responses that are consistently favorable or unfavorable way. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. which are learned. All rights reserved.239. B. E. and extended problem solving. Values vary by level of specificity. An attitude is a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. a person's consistent behaviors or responses to recurring situations.beliefs. and extended problem solving. actively educating consumers about the product's competitive advantages C. organizes. Level of Difficulty: 2 Medium Topic: Attitude change 4-227 Copyright © 2016 McGraw-Hill Education. the moral and ethical precepts that guide a person's behavior. No reproduction or distribution without the prior written consent of McGraw-Hill Education. (2) changing the perceived importance of attributes. Key term definition . E. D. Beliefs refer to (p. All rights reserved. and (3) adding new attributes to the product. limited. a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.241. 99) products and brands: (1) __________. reinforcing the consumers' sense of self confidence in making wise purchase decisions B. Marketers use three approaches to try to change consumer attitudes toward (p. Level of Difficulty: 1 Easy Topic: Beliefs 242. A. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . (2) changing the perceived importance of attributes. 99) A. and extended problem solving. changing beliefs about the extent to which a brand has certain attributes E. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. and interprets information to create a meaningful picture of the world. a consumer's subjective perception of how a product or brand performs on different attributes. the process by which an individual selects. refocusing a consumer's attention from one attribute to another D. limited. and (3) adding new attributes to the product. denigrating the attributes of competitors' products Marketers use three approaches to try to change consumer attitudes toward products and brands: (1) changing beliefs about the extent to which a brand has certain attributes. 99) products and brands: (1) changing beliefs about the extent to which a brand has certain attributes. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. All rights reserved. limited. and (3) __________. refocusing a consumer's attention from one attribute to another E. changing the perceived importance of attributes D. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. actively educating consumers about the product's competitive advantages E. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and (3) adding new attributes to the product. (2) changing the perceived importance of attributes. adding new attributes to the product C. . (2) changing the perceived importance of attributes.243. limited. Level of Difficulty: 2 Medium Topic: Attitude change 4-228 Copyright © 2016 McGraw-Hill Education. actively educating consumers about the product's competitive advantages C. Marketers use three approaches to try to change consumer attitudes toward (p. Level of Difficulty: 2 Medium Topic: Attitude change 244. (2) __________. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. A. reinforcing the consumers' sense of self confidence in making wise purchase decisions B. reinforcing the consumers' sense of self confidence in making wise purchase decisions B. and extended problem solving. and (3) adding new attributes to the product. denigrating the attributes of competitors' products Marketers use three approaches to try to change consumer attitudes toward products and brands: (1) changing beliefs about the extent to which a brand has certain attributes. denigrating the attributes of competitors' products Marketers use three approaches to try to change consumer attitudes toward products and brands: (1) changing beliefs about the extent to which a brand has certain attributes. Marketers use three approaches to try to change consumer attitudes toward (p. 99) products and brands: (1) changing beliefs about the extent to which a brand has certain attributes. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. refocusing a consumer's attention from one attribute to another D. and (3) adding new attributes to the product. (2) changing the perceived importance of attributes. B. a popular antacid. C. limited. changing beliefs about the extent to which a brand has certain attributes B. adding new attributes to the product D. Today. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. Most people already know that Tums. What attitude change approach did Colgate marketers use to encourage (p. E. D. 99) consumers to purchase its product when it began to include the antibacterial agent triclosan in its product? A. changing beliefs about the extent to which Tums has a specific attribute.245. adding a new attribute. Level of Difficulty: 3 Hard Topic: Attitude change 4-229 Copyright © 2016 McGraw-Hill Education. reducing the perceived risk. triclosan. . providing stimulus generalization to prospective buyers. Since consumers already know Tums contains calcium. (p. changing the perceived importance of attributes C. The new promotion involves changing consumers' attitudes toward Tums by A. 99) ads for Tums stress both the fact that it can be used as a calcium supplement and the health benefits of calcium. All rights reserved. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. a new attribute had not been added. changing the perceived importance of a specific attribute. No reproduction or distribution without the prior written consent of McGraw-Hill Education. contains calcium. in its Colgate Total toothpaste and spent $100 million marketing the brand to encourage customers to consider this germ-fighting property as a new attribute. providing free trials of the new product E. it is hoped consumers will have a more favorable attitude towards Tums. Tums is trying to change the perceived importance of consuming calcium. obtaining a seal of approval to reduce consumers' risk and encourage purchases Colgate-Palmolive included a new antibacterial ingredient. Level of Difficulty: 2 Medium Topic: Attitude change 246. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. By focusing on this attribute. Ford is trying to change consumer attitudes by A. 61 percent of soft drink consumers believed that freshness dating was an important attribute. Ford has targeted not only people who are excited about technology but also those who want to contribute to cleaner air. D. . providing stimulus generalization to prospective buyers. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.247. changing beliefs about the extent to which a brand has a specific attribute.is one of three methods of attitude change available to marketers. E. C. and (3) adding new attributes to the product.000 buyers a year for this SUV. few consumers considered freshness an issue for soft drinks. 99) both electricity and gasoline. few consumers thought about freshness as an attribute of canned soda. adding a new attribute. providing stimulus generalization. Level of Difficulty: 3 Hard Topic: Attitude change 248. Pepsi-Cola made "freshness" an important product attribute when it stamped (p. C. Adding a new attribute . D. Level of Difficulty: 3 Hard 4-230 Copyright © 2016 McGraw-Hill Education. As a result of the $25 million campaign. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The Ford Escape Hybrid SUV was the first SUV on the market to be powered by (p. B. adding a new attribute. Pepsi added the attribute of "freshness" to soft drinks by using "freshness" dates that are stamped on its cans and then promoting this feature. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. All rights reserved. E. Ford set a goal to attract 20. Pepsi is trying to change consumers' attitudes toward its soft drinks by A. reducing perceived risk. (2) changing the perceived importance of attributes. 99) freshness dates on its cans. Changing consumer attitudes toward products and brands includes: (1) changing beliefs about the extent to which a brand has certain attributes.the hybrid electric and gasoline motor . Prior to this. changing the perceived importance of a specific attribute. Prior to doing so. changing the perceived importance of a specific attribute. reducing the perceived risk of the product. changing beliefs about the extent to which a brand has a specific attribute. interests.lifestyle. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. upper-middle. psychographics. Level of Difficulty: 1 Easy Topic: Lifestyle 250. Level of Difficulty: 1 Easy Topic: Lifestyle 4-231 Copyright © 2016 McGraw-Hill Education. A mode of living that is identified by how people spend their time and resources. All rights reserved. and what they think of themselves and the world around them. and extended problem solving.lifestyle. and extended problem solving. or upper class in terms of values. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. attitudes. 99) what they consider important in their environment. a mode of living that is identified by how people spend their time and resources. Text term definition . culture. limited. and beliefs. C. limited. (p. . a self-defined identification of belonging to a lower. lifestyle. E. Text term definition . C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. reference group. and behaviors that members of society share. B. middle. social class. D. 99) A. Lifestyle refers to (p. a mode of living that is defined by one's personal moral philosophy. the set of behaviors that is a result of spending one's time and money as one pleases. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and what they think of themselves and the world around them is referred to as A. lower-middle. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. D.Topic: Attitude change 249. E. what they consider important in their environment. B. the similar values. and extended problem solving. E. C. Level of Difficulty: 1 Easy Topic: Psychographics 252. 99) A. Psychographics is unable to provide actionable information about potential customers since the data obtained from the research is too subjective to be reliably interpreted and acted upon. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. (p. limited. psychological data. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Psychographic data is extremely vulnerable to current social trends and therefore is best suited to new market-product combinations rather than existing ones.psychographics. limited. Which of the following statements about psychographics is most accurate? (p. 99) A. All rights reserved. Psychographics combines demographic data. . Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Psychographics is useful in segmenting and targeting consumers for new and existing products and services. lifestyle. B. Another name for the analysis of consumer lifestyles is __________. Psychographics combines psychology. Psychographics is the practice of combining psychology. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. demographics psychographics social statistics physiological needs sociographics Text term definition . and demographics to uncover consumer motivations for buying and using products and services. and extended problem solving. and actual spending data of consumers to create VALS profiles. Although helpful in segmenting markets. D. B. psychographics is limited in its ability to target consumers. lifestyle. and demographics to uncover consumer motivations for buying and using offerings. Level of Difficulty: 2 Medium Topic: Psychographics 4-232 Copyright © 2016 McGraw-Hill Education.251. E. D. C. D. and gender. limited. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. their primary motivation for buying products and their resources. limited. where they live. geodemographic segmentation. D. 99) A. and extended problem solving. their demographics. Level of Difficulty: 2 Medium Topic: VALS framework 4-233 Copyright © 2016 McGraw-Hill Education. C. cognitive learning theory. age. Level of Difficulty: 1 Easy Topic: VALS framework 254. The VALS framework is an example of (p. 99100) A. VALS creates profiles of people based on their primary motivation and their resources. B. C.253. a psychographic system. No reproduction or distribution without the prior written consent of McGraw-Hill Education. a study on the hierarchy of needs. and extended problem solving. E. The VALS framework segments consumers is based on (p. a personality assessment. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. their product usage. A prominent example of lifestyle (or psychographic) segmentation is the VALS framework developed by Strategic Business Insights (SBI). . B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. their media usage and their demographics. All rights reserved. E. physical. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and risktaking. a person's resources include all of the following EXCEPT: (p.255.that give meaning to their self or the world and govern their activities. consumers are motivated to buy products and services and seek experiences that give shape.ideals. achievement. demographic. Consumers are motivated to buy products and services and seek experiences that give shape. and self-expression . The VALS framework seeks to explain why and how consumers make purchase decisions. All rights reserved. A consumer's gender and age have a direct effect on placement within a VALS consumer segment. According to VALS. 99100) A. Which of the following statements about the VALS framework is FALSE? (p. C. C. limited. and satisfaction to their lives.that give meaning to their self or the world and govern their activities. 100 ) A. A prominent psychographic framework is VALS. Level of Difficulty: 2 Medium Topic: VALS framework 256. and material capacities such as income.ideals. achievement. 4-234 Copyright © 2016 McGraw-Hill Education. limited. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. The VALS framework identifies eight consumer segments. The two different levels of resources enhance or constrain a person's expression of his or her primary motivation. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and satisfaction to their lives. B. substance. substance. D. and self-expression . D. material physical temporal psychological demographic In the VALS framework. and extended problem solving. In the VALS framework. . Consumers are inspired by one of three primary motivations . Consumers are also inspired by one of three primary motivations . E. a person's resources include psychological. B. and extended problem solving. self-confidence. which identifies eight consumer segments based on (1) their primary motivation for buying and having certain products and services and (2) their resources. All rights reserved. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: VALS framework 4-235 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. ideals achievement self-expression rewards success Ideals-motivated VALS groups are those who are guided by knowledge and principle. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. D. E. and well-educated people who value order. D. and responsibility. A. and extended problem solving. Level of Difficulty: 1 Easy Topic: VALS framework 257. and well-educated people who value order. reflective. E. They are practical consumers and deliberate information-seekers who value durability and functionality in products over styling and newness. ) A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . 100 and principle. consumers motivated by ideals are guided by knowledge (p. and extended problem solving. knowledge. limited. known as ) __________. One segment of the two ideals-motivated groups. and responsibility. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. VALS groups of consumers motivated by __________ are those who are guided by (p. includes mature. B. limited. Ideal-motivated groups consist of Thinkers and Believers.Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Level of Difficulty: 1 Easy Topic: VALS framework 258. B. Makers Believers Thinkers Survivors Achievers Thinkers are mature. C. C. In the VALS framework. reflective. knowledge. 100 knowledge and principle. All rights reserved. E. and extended problem solving. and the nation. B. Thinkers are mature. known as ) __________. religion. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Achievers. limited. In the VALS framework. Innovators. established codes such as family. One segment of the two Ideals-motivated groups. 100 information-seekers. C. established codes such as family. A. with fewer resources. They choose familiar products and brands. They are practical consumers and deliberate information-seekers who value durability and functionality in products over styling and newness. Experiencers Believers Makers Achievers Thinkers Believers. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. consumers motivated by ideals are guided by knowledge (p. and who value durability and functionality in products over ) styling and newness are called A. reflective. and well-educated people who value order. those consumers who are practical and deliberate (p. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. knowledge. community. Believers. Experiencers. religion. B. C. favor American-made products. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. and responsibility. and the nation. and extended problem solving. are conservative. Thinkers. In the VALS framework. community. Level of Difficulty: 1 Easy Topic: VALS framework 260. conventional people with concrete beliefs based on traditional. D. conventional people with concrete beliefs based on traditional. 100 and principle.259. limited. Level of Difficulty: 1 Easy Topic: VALS framework 4-236 Copyright © 2016 McGraw-Hill Education. have fewer resources and are conservative. and are generally brand loyal. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. consumers motivated by ideals are guided by knowledge (p. B.261. favor American) made products. 100 and services that demonstrate success to their peers or to a peer group they ) aspire to. VALS groups of consumers motivated by __________ are those who look for products (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and are generally brand loyal. conventional people with concrete beliefs based on traditional. Believers Thinkers Makers Experiencers Achievers Believers. A. limited. . Level of Difficulty: 1 Easy Topic: VALS framework 262. Achievement-motivated groups consist of Achievers and Strivers. They choose familiar products and brands. All rights reserved. and extended problem solving. D. A. E. ideals achievement self-expression rewards success Achievement-motivated VALS groups are those who look for products and services that demonstrate success to their peers or to a peer group they aspire to. are conservative. favor American-made products. and extended problem solving. Level of Difficulty: 1 Easy Topic: VALS framework 4-237 Copyright © 2016 McGraw-Hill Education. E. __________ choose familiar products and brands. C. 100 and principle. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. community. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. In the VALS framework. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and are generally brand loyal. established codes such as family. limited. religion. with fewer resources. and the nation. consumers motivated by achievement look for products (p. B. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. In the VALS framework. consumers who are looking for products and services that (p. Level of Difficulty: 1 Easy Topic: VALS framework 4-238 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . Experiencers Believers Makers Achievers Thinkers Achievers have a busy. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. D. achievement-motivated group. A. self-expression-motivated group. limited. 100 demonstrate success to their peers or to a peer group they aspire to are called ) a(n) A. have a busy. Achievement-motivated groups consist of Achievers and Strivers. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. D. ideals-motivated group. They favor established. known as __________. Image is important to them. All rights reserved. rewards-and-success-motivated group. prestige products and services and are interested in time-saving devices given their hectic schedules. and extended problem solving. high-and-low-resource group. E. Achievement-motivated VALS groups are those who look for products and services that demonstrate success to their peers or to a peer group they aspire to. Image is important to them. C. and extended problem solving. B. goal-directed lifestyle and a deep commitment to career and family. One segment of the two achievement-motivated groups. Level of Difficulty: 1 Easy Topic: VALS framework 264. 100 and services that demonstrate success to their peers or to a peer group they ) aspire to.263. goal-directed lifestyle and a deep commitment to career and family. In the VALS framework. Level of Difficulty: 1 Easy Topic: VALS framework 4-239 Copyright © 2016 McGraw-Hill Education. known as __________. E. limited. Image is important to them. In the VALS framework. Experiencers. . Thinkers. Believers. 100 services and are interested in time-saving devices given their hectic schedules are ) called A. Achievers. Achievers have a busy. E. B. Strivers Experiencers Believers Makers Survivors Strivers are trendy. consumers who favor established. All rights reserved. A. Strivers. 100 and services that demonstrate success to their peers or to a peer group they ) aspire to. fun-loving. They also have lower levels of education and household income.265. They favor stylish products and are as impulsive as their financial circumstances permit. D. They favor established. prestige products and (p. D. and extended problem solving. prestige products and services and are interested in time-saving devices given their hectic schedules. limited. are trendy. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. C. and less self-confident than Achievers. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. fun-loving. Money defines success for them. In the VALS framework. and extended problem solving. goal-directed lifestyle and a deep commitment to career and family. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. A segment of the achievement-motivated groups. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. consumers motivated by achievement look for products (p. Level of Difficulty: 1 Easy Topic: VALS framework 266. and less self-confident than Achievers. Believers Experiencers Strivers Makers Survivors Strivers are trendy. All rights reserved. They favor stylish products and are as impulsive as their financial circumstances permit. and less self-confident than Achievers. achievement-motivated consumers who have a lower (p. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. ideals rewards achievement self-expression success Self-expression-motivated VALS groups are those who desire social or physical activity. VALS groups of consumers who are motivated by __________ are those who desire (p. 100 levels of education and household income than Achievers are called __________. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and extended problem solving. B. limited. fun-loving. E. variety. C. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. and extended problem solving. C. They also have lower levels of education and household income.267. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and risk. D. In the VALS framework. B. Level of Difficulty: 1 Easy Topic: VALS framework 268. ) A. Level of Difficulty: 1 Easy Topic: VALS framework 4-240 Copyright © 2016 McGraw-Hill Education. variety. D. 100 social or physical activity. ) A. Money defines success for them. limited. and risk. . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Self-expression-motivated groups consist of Experiencers and Makers. D. Strivers. and impulsive consumers who become excited about new possibilities but are equally quick to cool. enthusiastic. limited. and impulsive consumers who become excited about new possibilities but are equally quick to cool. Thinkers. offerings that make them look good. They savor the new. Their energy finds an outlet in exercise. and the risky. 100 entertainment. B. Experiencers. sports. They savor the new. entertainment. Experiencers Believers Makers Achievers Thinkers Experiencers are young. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Much of their income is spent on fashion items. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and social activities. the offbeat. variety. Makers. In the VALS framework. (p. known as __________. Their energy finds an outlet in exercise. consumers who spend much of their income on fashion. A. and risk. are young. In the VALS framework. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and socializing and particularly on looking good and having the latest things. Believers. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: 4-241 Copyright © 2016 McGraw-Hill Education.269. enthusiastic. Level of Difficulty: 1 Easy Topic: VALS framework 270. outdoor recreation. and impulsive consumers who become excited about new possibilities but are equally quick to cool. outdoor recreation. . and extended problem solving. enthusiastic. Much of their income is spent on fashion items. One segment of the two self-expression) motivated groups. sports. E. and social activities. E. and socializing and particularly on looking good and having the latest things. Experiencers are young. 100 physical activity. B. the offbeat. and have a desire ) for the latest things are called A. D. All rights reserved. and the risky. entertainment. consumers motivated by self-expression desire social or (p. C. socializing. E. value self-sufficiency. . B. and extended problem solving. Their energy finds an outlet in exercise. limited. Believers Strivers Achievers Makers Experiencers Experiencers are young. and impulsive consumers who become excited about new possibilities but are equally quick to cool. sports. sports. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 100 physical activity. Strivers Experiencers Believers Makers Survivors Makers. One segment of the two self-expression) motivated groups. C. and social activities. Accessibility: Keyboard Navigation Blooms: Remember 4-242 Copyright © 2016 McGraw-Hill Education. Much of their income is spent on fashion items. express themselves and experience the world by working on it . variety. enthusiastic. Level of Difficulty: 1 Easy Topic: VALS framework 272. E. and are unimpressed by material possessions except those with a practical or functional purpose. and the risky. No reproduction or distribution without the prior written consent of McGraw-Hill Education. ) A. 100 outdoor recreation. limited. and social activities are referred to as __________. consumers motivated by self-expression desire social or (p. entertainment. In the VALS framework. outdoor recreation.growing vegetables or fixing a car.raising children or fixing a car. the offbeat. and extended problem solving. D. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. express themselves and experience the world by working on it . All rights reserved. In the VALS framework. and socializing and particularly on looking good and having the latest things. (p. and risk. C. Level of Difficulty: 1 Easy Topic: VALS framework 271. consumers whose energy finds outlets in exercise. They are practical people who have constructive skills. They savor the new. D. known as __________. B. A. with fewer resources than Experiencers. value self-sufficiency. consumers with fewer resources who are practical people. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. A. E. and are unimpressed by material ) possessions except those with a practical or functional purpose are referred to as __________. Level of Difficulty: 1 Easy Topic: VALS framework 274.Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Experiencers Thinkers Makers Believers Strivers Makers. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and extended problem solving.raising children or fixing a car. B. B. limited. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. 100 resources and express themselves and experience the world by working on it are ) referred to as __________. self-expression-motivated consumers who have fewer (p. A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. with fewer resources than Experiencers. and are unimpressed by material possessions except those with a practical or functional purpose. D. All rights reserved. D. Accessibility: Keyboard Navigation 4-243 Copyright © 2016 McGraw-Hill Education. C. express themselves and experience the world by working on it . They are practical people who have constructive skills. with fewer resources than Experiencers. C. E. Level of Difficulty: 1 Easy Topic: VALS framework 273. (p. They are practical people who have constructive skills. In the VALS framework. . Experiencers Thinkers Strivers Believers Makers Makers. express themselves and experience the world by working on it . and are unimpressed by material possessions except those with a practical or functional purpose.raising children or fixing a car. 100 have constructive skills. value self-sufficiency. value self-sufficiency. limited. In the VALS framework. and extended problem solving. limited. not as evidence of power or status. E. Image is important to them. C.Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. In the VALS framework. Experiencers Innovators Makers Achievers Strivers Innovators are successful. No reproduction or distribution without the prior written consent of McGraw-Hill Education. sophisticated. D. In the VALS framework. Consumers with an abundance of resources are known as Innovators while those with minimal resources are known as Survivors. ) A. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. independence. the segment with the most abundant resources. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 100 lack of psychological. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. but as an expression of cultivated tastes. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and extended problem solving. Level of Difficulty: 1 Easy Topic: VALS framework 276. includes successful. take-charge people with high self) esteem and resources of all kinds. Variety characterizes their lives. sophisticated. B. and extended problem solving. A. Level of Difficulty: 1 Easy Topic: VALS framework 275. limited. and extended problem solving. and material). E. 4-244 Copyright © 2016 McGraw-Hill Education. ideals rewards self-expression achievement resources In the VALS system. physical. two segments stand apart based on their abundance or lack of resources (psychological. They are receptive to new ideas and technologies. All rights reserved. and character. . B. known as (p. two segments stand apart based on their abundance or (p. D. C. physical. 100 __________. and material __________. take-charge people with high self-esteem and abundant resources of all kinds. limited. Which of these VALS segments would be most suitable to target? A. C. D. They are receptive to new ideas and technologies. Survivors Believers Makers Innovators Experiencers Innovators enjoy the finer things in life and are receptive to new products. 100 few weeks after spring planting so people who did not plant bulbs in the fall can ) have spring flowers. B. Variety characterizes their lives. independence. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. . and character .not as (p.Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and extended problem solving. 100 evidence of power or status. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Actualizers Innovators Achievers Makers Strivers Innovators are successful. All rights reserved. but as an expression of cultivated tastes. Level of Difficulty: 1 Easy Topic: VALS framework 278.are referred to as __________. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. E. consumers who place importance on image . but as an expression of cultivated tastes. D. In the VALS framework. and character. B. A. Level of Difficulty: 1 Easy Topic: VALS framework 277. They also have the most resources to spend on things they value. Level of Difficulty: 3 Hard 4-245 Copyright © 2016 McGraw-Hill Education. not as evidence of power or status. take-charge people with high self-esteem and abundant resources of all kinds. Nurseries plan to promote the pre-sprouted tulips to people who appreciate finer things and will pay a premium price. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Image is important to them. sophisticated. ) independence. limited. like these tulip bulbs. C. Dutch tulip growers have developed pre-sprouted bulbs which will bloom in just a (p. focus on meeting basic needs (safety and security) rather than fulfilling desires. They represent a modest market for most products and services and are loyal to favorite brands. 100 psychological. consumers can have abundant or minimal level of (p. 100 capable. 3D OLED (Organic Light Emitting Diode) HDTV. One segment with minimal ) resources. All rights reserved. physical. In the VALS framework. Thinkers Innovators Makers Survivors Strivers Survivors. ) you have used lifestyle analysis in the past.Topic: VALS framework 279. sophisticated. As its marketing manager. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. and material resources. Level of Difficulty: 1 Easy 4-246 Copyright © 2016 McGraw-Hill Education. E. C. B. with the least resources of any segment. known as __________. a consumer electronics manufacturer. C. LG. take-charge people with high self-esteem and abundant resources of all kinds. Level of Difficulty: 3 Hard Topic: VALS framework 280. E. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Survivors Believers Experiencers Achievers Innovators Innovators would be the most likely target market to buy the new 55" Internetcapable. B. A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. recently introduced a 55" Internet(p. to help you profile your customers. particularly the VALS system. 3D OLED (Organic Light Emitting Diode) HDTV. . especially if they can be purchased at a discount. They are successful. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. Which of the following VALS profiles would be the most likely target market for this product? A. focus on meeting basic needs (safety and security) rather than fulfilling desires. limited. with the least resources of any segment. take-charge people with high self-esteem and abundant resources of all kinds. sophisticated. Makers Two segments stand apart. These two groups are the __________ and the __________. Innovators are successful. Believers Strivers. especially if they can be purchased at a discount. 100 resources and innovation and the other represents the lowest resources and ) innovation. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. and extended problem solving. limited. They represent a modest market for most products and services and are loyal to favorite brands. Strivers Innovators.Topic: VALS framework 281. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. A. consumers with the least resources of any segment (p. B. and are loyal to ) favorite brands. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Survivors Experiencers. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: VALS framework 282. A. C. D. All rights reserved. E. especially if they can be purchased at a discount are referred to as __________. C. Strivers Believers Survivors Makers Thinkers Survivors. Two VALS segments stand apart. Thinkers. Level of Difficulty: 2 Medium Topic: VALS framework 4-247 Copyright © 2016 McGraw-Hill Education. D. In the VALS framework. . E. one represents the group with the highest (p. B. focus on meeting basic needs (safety and security) rather than fulfilling their desires. with the least resources of any segment. Survivors. 100 represent a modest market for most products and services. Survivors Achievers. focus on meeting basic needs (safety and security) rather than fulfilling desires. D. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. Which segment would be the most likely to visit Facebook? ) A. limited. Innovators and Thinkers are the most likely to read national newspapers. 100 preferences. Survivors watch over 50 hours of television in an average week.283. D. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. each consumer segment exhibits unique media (p. Experiencers Thinkers Believers Strivers Makers Each segment receives and processes information differently and exhibits unique media preferences. the most likely to view outdoor advertising. Innovators and Thinkers are the most likely to read national newspapers. C. Experiencers are the most likely to visit Facebook and to read magazines. For example. In the VALS framework. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. For example. the most likely to view outdoor advertising. . 100 preferences. Makers and Achievers drive the most miles each week therefore. No reproduction or distribution without the prior written consent of McGraw-Hill Education. All rights reserved. C. Makers and Achievers drive the most miles each week therefore. Survivors watch over 50 hours of television in an average week. B. In the VALS framework. Level of Difficulty: 2 Medium Topic: VALS framework 284. Experiencers are the most likely to visit Facebook and to read magazines. B. E. Experiencers Believers Thinkers Survivors Makers Each segment receives and processes information differently and exhibits unique media preferences. limited. Level of Difficulty: 2 Medium 4-248 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. each consumer segment exhibits unique media (p. E. Which segment would be the most likely to read national ) newspapers? A. Innovators and Thinkers are the most likely to read national newspapers. Which segment is most likely to view outdoor advertising? ) A. . For example. B. C. Makers and Achievers drive the most miles each week therefore. limited. Strivers Experiencers Believers Survivors Makers Each segment receives and processes information differently and exhibits unique media preferences. Level of Difficulty: 2 Medium Topic: VALS framework VALS Framework 4-249 Copyright © 2016 McGraw-Hill Education. the most likely to view outdoor advertising. each consumer segment exhibits unique media (p. E. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior.Topic: VALS framework 285. Survivors watch over 50 hours of television in an average week. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. 100 preferences. In the VALS framework. All rights reserved. Experiencers are the most likely to visit Facebook and to read magazines. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. A refers to ) A. and extended problem solving. . take-charge people with high self-esteem and abundant resources of all kinds. who are successful. Ideals. who with the least resources of any segment. Level of Difficulty: 2 Medium Topic: VALS framework 4-250 Copyright © 2016 McGraw-Hill Education. All rights reserved. Innovators. Self-Expression. 100 In the VALS framework above. VALS creates profiles of people based on their primary motivation and resources.that give meaning to their self or the world and govern their activities. Achievement. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. See the VALS framework in the textbook. B.286. C. The E refers to Survivors. physical. E. and self-expression (D) . A person's resources include psychological. consumers are inspired by one of three primary motivations . Survivors. D. focus on meeting basic needs (safety and security) rather than fulfilling desires. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and material capacities. achievement (C). (p. The A refers to Innovators.ideals (B). sophisticated. The two different levels of resources (high and low) enhance or constrain a person's expression of his or her primary motivation. According to the VALS framework. limited. VALS creates profiles of people based on their primary motivation and resources. Achievement. Innovators. Survivors. Ideals. E. and material capacities. A person's resources include psychological. (p. According to the VALS framework. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.287. D. B. Self-Expression.ideals (B). B refers to ) A. Level of Difficulty: 2 Medium Topic: VALS framework 4-251 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and self-expression (D) . take-charge people with high self-esteem and abundant resources of all kinds. sophisticated. 100 In the VALS framework above. The two different levels of resources (high and low) enhance or constrain a person's expression of his or her primary motivation. who are successful. who with the least resources of any segment. focus on meeting basic needs (safety and security) rather than fulfilling desires. consumers are inspired by one of three primary motivations . Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. All rights reserved.that give meaning to their self or the world and govern their activities. limited. achievement (C). The A refers to Innovators. physical. . C. See the VALS framework in the textbook. and extended problem solving. The E refers to Survivors. (p. Innovators. All rights reserved. The A refers to Innovators. A person's resources include psychological. Achievement. Survivors. physical. C refers to ) A.ideals (B). sophisticated. who with the least resources of any segment. VALS creates profiles of people based on their primary motivation and resources. focus on meeting basic needs (safety and security) rather than fulfilling desires. 100 In the VALS framework above. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. According to the VALS framework. . Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. consumers are inspired by one of three primary motivations .288. E. who are successful. and material capacities. take-charge people with high self-esteem and abundant resources of all kinds. See the VALS framework in the textbook. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. Level of Difficulty: 2 Medium Topic: VALS framework 4-252 Copyright © 2016 McGraw-Hill Education. D. and extended problem solving.that give meaning to their self or the world and govern their activities. achievement (C). Ideals. C. Self-Expression. The E refers to Survivors. and self-expression (D) . The two different levels of resources (high and low) enhance or constrain a person's expression of his or her primary motivation. that give meaning to their self or the world and govern their activities. Self-Expression. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Innovators. The A refers to Innovators. sophisticated. limited. Achievement. achievement (C). 125 In the VALS framework above. focus on meeting basic needs (safety and security) rather than fulfilling desires. The E refers to Survivors. Survivors. and material capacities.289. D refers to ) A. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Ideals. The two different levels of resources (high and low) enhance or constrain a person's expression of his or her primary motivation. take-charge people with high self-esteem and abundant resources of all kinds. and self-expression (D) . Level of Difficulty: 2 Medium Topic: VALS framework 4-253 Copyright © 2016 McGraw-Hill Education. and extended problem solving.ideals (B). VALS creates profiles of people based on their primary motivation and resources. (p. All rights reserved. B. consumers are inspired by one of three primary motivations . E. According to the VALS framework. D. who are successful. who with the least resources of any segment. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. physical. See the VALS framework in the textbook. . A person's resources include psychological. The E refers to Survivors. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 125 In the VALS framework above. D. (p. According to the VALS framework. C. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Innovators. take-charge people with high self-esteem and abundant resources of all kinds.ideals (B). and material capacities. Ideals. Level of Difficulty: 2 Medium Topic: VALS framework 291. Two important aspects of personal influence to marketing are ) A. . and self-expression (D) . word-of-mouth activity and psychographics. who with the least resources of any segment. The A refers to Innovators. achievement (C).290. A consumer's purchases are often influenced by the views. opinions. D. A consumer's purchases are often influenced by the views. 101 others. B. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Opinion leaders exert direct or indirect influence over others and word-of-mouth activity influences others through conversation. lifestyle and motivation. B. E. See the VALS framework in the textbook. personality and lifestyle. opinions. 4-254 Copyright © 2016 McGraw-Hill Education. psychographics and demographics. and extended problem solving. consumers are inspired by one of three primary motivations . sophisticated. who are successful. opinion leadership and word-of-mouth activity. Achievement. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. VALS creates profiles of people based on their primary motivation and resources. physical. focus on meeting basic needs (safety and security) rather than fulfilling desires. E. E refers to ) A. and extended problem solving. A person's resources include psychological. All rights reserved. or behavior of (p. The two different levels of resources (high and low) enhance or constrain a person's expression of his or her primary motivation. or behavior of others. Self-Expression. Two important aspects of personal influence to marketing are opinion leadership and word-of-mouth activity.that give meaning to their self or the world and govern their activities. limited. Survivors. C. and extended problem solving. Two aspects of personal influence are very important to marketing: opinion leadership and word-of-mouth activity. opinions. . Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. consumer socialization word-of-mouth activity peer pressure government regulation sales promotion A consumer's purchases are often influenced by the views. or behaviors of (p. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. or behaviors of others. Level of Difficulty: 2 Medium Topic: Personal influence 293. opinions. Level of Difficulty: 2 Medium Topic: Personal influence 4-255 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. A consumer's purchases are often influenced by the views. Two aspects of personal influence are very important to marketing: opinion leadership and word-of-mouth activity. B. parental guidance peer pressure opinion leadership government regulation psychographics A consumer's purchases are often influenced by the views.Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. D. 101 others. 101 of others. and extended problem solving. C. E. opinions. limited. or behaviors (p. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. A. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Two aspects of personal influence that are important to marketers are ) opinion leadership and __________. Consumers' purchases are often influenced by the views. A. All rights reserved. Level of Difficulty: 2 Medium Topic: Personal influence 292. B. opinions. C. D. or behaviors of others. Two aspects of personal influence that are important to marketing are ) __________ and word-of-mouth activity. decision makers. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. and extended problem solving. D. 101 as ) A. Key term definition . who exerts direct or indirect social influence over others. No reproduction or distribution without the prior written consent of McGraw-Hill Education. limited. and blogs. opinion leaders. limited. Level of Difficulty: 1 Easy Topic: Opinion leaders 4-256 Copyright © 2016 McGraw-Hill Education. in an organization who encourages other paid individuals to forward marketerinitiated messages to others via e-mail. Key term definition . All rights reserved. . who is able to use moral suasion to get others to comply with the latest trends. Level of Difficulty: 1 Easy Topic: Opinion leaders 295. innovators. social networking websites. buzz managers.opinion leaders. within an organization who influences decision-making. An opinion leader is an individual (p. B. E. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. C. D. C. who is able and willing to cut red tape and move an organization's marketing program forward. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior.294. 101 ) A.opinion leaders. achievers. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. Individuals who exert direct or indirect social influence over others are referred to (p. and extended problem solving. D. adults are opinion leaders. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. What percentage of adults is considered to be opinion leaders? (p. 101 ) A.296. Your company is introducing a new line of activewear for teenagers and invites the (p. so their opinions influence others' choices. About 10 percent of U. and influencing opinion leaders is a major challenge for companies. C.S. such as high school athletes. A. All rights reserved. 101 members of the high school track team to a private display of the line. and extended problem solving. are considered to be knowledgeable about or users of particular products. limited. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. . such as teenagers in general. lifestyle makers aspirational people autonomous leaders opinion leaders joint decision makers Opinion leaders are individuals who exert direct or indirect social influence over others. Identifying. D. Level of Difficulty: 1 Easy Topic: Opinion leaders 4-257 Copyright © 2016 McGraw-Hill Education. E. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. E. Level of Difficulty: 3 Hard Topic: Opinion leaders 297. 1 percent 5 percent 10 percent 25 percent It depends upon the type of product. reaching. B. This group ) consists of __________ for activewear clothing. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Opinion leaders. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. All rights reserved. When Citizen (see the ad above) uses a spokesperson such as football player Eli (p.Citizen Eco-Drive Ad 298. such as tennis player Victoria Azarenka and football player Eli Manning for Citizen Eco-Drive watches. D. 101 Manning to promote its Eco-Drive watches. E. it believes he is a(n) __________ who ) can influence the purchase decision of its target market. C. B. opinion leader product champion innovator BzzAgent rainmaker Some firms use sports figures or celebrities as spokespersons (a form of opinion leadership) to represent their products. A. . No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 3 Hard Topic: Opinion leaders 4-258 Copyright © 2016 McGraw-Hill Education. casual or unconstrained conversation or reports about other people or offerings involving details that are not confirmed as being true. D. the individuals who exert direct or indirect social influence over others. 102 ) A. opinion formations.word of mouth.word of mouth. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. the influencing of people during conversations. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Level of Difficulty: 1 Easy Topic: Word of mouth 4-259 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. consumer socialization. peer persuasion. E. subjective. and extended problem solving.299. Level of Difficulty: 1 Easy Topic: Word of mouth 300. B. advertising or public service announcements that rely solely on auditory or voice messages to reach an organization's target market. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Key term definition . B. Word of mouth refers to (p. D. All rights reserved. misconceptions that are passed from one person to another as the result of selective perception. C. Key term definition . . limited. often negative. 102 ) A. interpersonal gossip. C. The influencing of people during conversations is referred to as (p. word of mouth. "Casual or unconstrained conversation or reports about other people or offerings" is a modified definition of gossip (New Oxford American Dictionary). E. C. E. E. About __________ of all consumer conversations about brands happen over the (p. C. Level of Difficulty: 1 Easy Topic: Word of mouth 302. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 102 face? ) A. No reproduction or distribution without the prior written consent of McGraw-Hill Education.301. limited. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. All rights reserved. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. What percentage of all consumer conversations about brands happens face-to(p. 5 percent 10 percent 15 percent 25 percent 40 percent About 15 percent of all consumer conversations about brands happen over the phone. D. B. 25 33 50 75 90 percent percent percent percent percent About 75 percent of all consumer conversations about brands happen face-to-face. and extended problem solving. 102 phone. Level of Difficulty: 1 Easy Topic: Word of mouth 4-260 Copyright © 2016 McGraw-Hill Education. D. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. . ) A. B. and extended problem solving. B. 102 among friends. D. 102 ) A. What percentage of U. product sales is directly tied to word of mouth activity (p. and extended problem solving. family. and colleagues. 5 percent 10 percent 15 percent 25 percent 40 percent About 10 percent of all consumer conversations about brands happen online. B. . All rights reserved. C. What percentage of all consumer conversations about brands happens online? (p. limited. and extended problem solving. Level of Difficulty: 1 Easy Topic: Word of mouth 304. E. C. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior.S.303. and colleagues? ) A. family. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.S. Level of Difficulty: 1 Easy Topic: Word of mouth 4-261 Copyright © 2016 McGraw-Hill Education. D. limited. 10 25 33 50 67 percent percent percent percent percent About 67 percent of U. E. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. product sales are directly tied to word of mouth activity among friends. (2) providing toll-free numbers for consumers to call the company. Febreeze is an odor-controlling spray that is manufactured by Procter & Gamble. and humor in advertising. C. a few people in an Internet chat room stated that -103) the product was harmful to house pets. D. C. Marketing activities to promote positive word of mouth include: (1) running "teaser" advertising campaigns that are run in advance of new-product introductions. B. (2) using slogans. and (3) giving appropriate product demonstrations. E. limited. music. 102 When Febreeze was introduced. B. (p. a lack of back translation. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. No reproduction or distribution without the prior written consent of McGraw-Hill Education. . consumer ethnocentrism. 102 that promote positive or retard negative word of mouth EXCEPT: -103) A. which was not based on fact. If P&G had not been convinced it would be a very successful product. negative word of mouth. Level of Difficulty: 2 Medium Topic: Word of mouth 306. Though untrue. it would have dropped Febreeze from its P&G product line as a result of A. All rights reserved.305. running teaser advertising campaigns in advance of new-product introductions. and (3) recruiting and deploying people to produce buzz. E. unfortunately the rumor spread. This was a rumor that resulted in negative word of mouth. Level of Difficulty: 3 Hard Topic: Word of mouth 4-262 Copyright © 2016 McGraw-Hill Education. All of the following are marketing activities designed to stimulate conversations (p. music. giving appropriate product demonstrations. and humor in advertising. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. cultural insensitivity. Activities to retard negative word of mouth include: (1) supplying factual information. and extended problem solving. recruiting and deploying people to produce buzz. using slogans. poor opinion leadership. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. employing VALS segmentation strategies. buzz. viral marketing. and extended problem solving. C. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. BzzAgent is a firm that specializes in a marketing strategy known as (p. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 102 ) A. E. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. BzzAgent recruits and deploys people to produce buzz.307. 102 ) A.buzz. All rights reserved. Level of Difficulty: 1 Easy Topic: Marketing matters 4-263 Copyright © 2016 McGraw-Hill Education. (p. and extended problem solving. Popularity created by consumer word of mouth is called __________. limited. sting. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. . teaser advertising. limited. B. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. B. E. spin. which is popularity created by consumer-to-consumer word-of-mouth activity. Level of Difficulty: 1 Easy Topic: Buzz 308. C. hype buzz propaganda tweet spin Text term definition . 309. C. About 65 percent of BzzAgents are (p. D. older than 25 years of age. and extended problem solving. E. B. Level of Difficulty: 1 Easy Topic: Marketing matters 4-264 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. All rights reserved. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. BzzAgent (p. Level of Difficulty: 2 Medium Topic: Marketing matters 310. men. D. 102 ) A. limited. considered low-income. uses ethnographic research techniques to discover subtle behavioral and emotional reactions to products in their natural use environment. B. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. is the number one consumer information source in developing countries. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. . Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 102 ) A. limited. Fortune 500 CEOs. BzzAgent harnesses the power of word of mouth to capture honest word of mouth and build a network that turns passionate customers into brand evangelists. C. About 65 percent are older than 25 years of age and 70 percent are women. was the first on the Internet to create a public forum for new products. counteracts false rumors or negative buzz for quality products or services that have been unjustly accused on social networking websites. captures honest word-of-mouth testimonials from satisfied customers who will promote new products or services. buzzing entrepreneurs. and extended problem solving. People to whom an individual looks as a basis for self-appraisal or as a source of (p. B. E. All rights reserved. opinion leaders.311. E. limited. reference groups. spokespersons. Level of Difficulty: 1 Easy Topic: Reference groups 4-265 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. C.reference groups. 20 40 50 70 80 percent percent percent percent percent BzzAgent rejects about 80 percent of the companies that seek its service. D. D. . BzzAgent researches a product or service before committing to a campaign and (p. and extended problem solving. 102 rejects about __________ of the companies that seek its service. C. social classes. Level of Difficulty: 1 Easy Topic: Marketing matters 312. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. action-oriented consumers. 103 personal standards are referred to as ) A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. ) A. Key term definition . limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Reference groups refer to (p. affect where marketing dollars will be spent. .313. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. individuals who exert direct or indirect social influence over others. 103 __________ group. interests. those with whom a person does not wish to be a member of or identified with. limited. C. the relatively permanent. A reference group to which a person actually belongs is referred to as a(n) (p. E.associative group. and extended problem solving. B. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. through the size of their purchases. E. limited. D. ) A. All rights reserved. those buyers who. homogeneous divisions in a society that consists of people who share similar values. primary associative aspiration dissociative integrated Text term definition .reference groups. Level of Difficulty: 1 Easy Topic: Associative groups 4-266 Copyright © 2016 McGraw-Hill Education. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and behaviors. C. people to whom an individual looks to as a basis for self-appraisal or as a source of personal standards. 103 ) A. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Key term definition . D. Level of Difficulty: 1 Easy Topic: Reference groups 314. B. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. C. A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 103 sororities to which they belong are demonstrating pride in a(n) __________ group. The specialized group of consumers with a structured set of relationships involving (p. College students who wear clothing displaying the Greek letters for fraternities or (p. brand community VALS opinion leader social class buzz group Key term definition .315. D. limited. ) A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 3 Hard Topic: Associative groups 316. E. E. B. and the product in use is ) referred to as a(n) __________. social clubs. All rights reserved. 103 a particular brand.brand community. . fellow customers of that brand. and the family. C. including fraternities and sororities. B. dissociative aspiration associative identification political An associative group is one to which a person actually belongs. D. and extended problem solving. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Level of Difficulty: 1 Easy Topic: Brand community 4-267 Copyright © 2016 McGraw-Hill Education. Level of Difficulty: 1 Easy Topic: Brand community 318. limited. fellow customers of that brand.brand community. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. the relatively permanent. and brands. and the product in use. dissociative aspiration associative VALS social class A brand community is a specialized group of consumers with a structured set of relationships involving a particular brand. and extended problem solving. interests. a specialized group of consumers with a structured set of relationships involving a particular brand. All rights reserved. behaviors. B. No reproduction or distribution without the prior written consent of McGraw-Hill Education. C. Level of Difficulty: 2 Medium Topic: Brand community 4-268 Copyright © 2016 McGraw-Hill Education. 103 ) A. D.317. people to whom an individual looks to as a basis for purchasing particular brands. D. A brand community is a specialized form of the __________ reference group. Key term definition . E. A brand community refers to (p. . through the size of their purchases. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. those brands with whom a person does not wish to be identified with. fellow customers of that brand. affect where marketing dollars will be spent on a particular brand. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. those buyers who. homogeneous divisions in a society that consists of people who share similar values. 103 ) A. and the product in use. and extended problem solving. B. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. (p. E. D. . Level of Difficulty: 3 Hard Topic: Brand community 320. limited. the product category (athletic and educational programs).). and others view themselves part of (p. hats.319. A reference group that a person wishes to be a member of or wishes to be (p. B. like jerseys. 103 identified with is referred to as a(n) __________ group. etc. All rights reserved. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. fellow customers of that brand. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Members of Gator Nation identify with the University of Florida brand name (Gators). and extended problem solving. C. A. D. fans. Many University of Florida students. B. Level of Difficulty: 1 Easy Topic: Aspiration group 4-269 Copyright © 2016 McGraw-Hill Education. C. and the product in use. 103 "Gator Nation. and other customers who use the brand (fans who buy tickets to Gator athletic events or Gator merchandise.aspiration group. E. E." the name of the __________ given to supporters of the University of ) Florida's educational and athletic programs. It consists of consumers with structured relationships involving a particular brand. VALS type aspiration group social class brand community market segment A brand community is a specialized form of an associative reference group. ) A. preference associative aspiration assimilation integrated Text term definition . C.321. associative aspiration dissociative pressure involvement Potential new members should view the country club members as an aspiration group. 103 even a stable for horses. It also has numerous high-profile business people. E. An aspiration group is one (p. To attract new members. to which a person belongs. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. . C. A. E. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Text term definition . and local politicians as members. 103 ) A. the club's board of directors should focus its marketing efforts on people who view its current members as a(n) __________ group. that a person knows he or she can never really fit into because of basic cultural differences. No reproduction or distribution without the prior written consent of McGraw-Hill Education. swimming pool. D. that a person feels is significantly above him or her in terms of socioeconomics. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. D. A local country club has a great golf course. that a person wishes to be a member of or wishes to be identified with. and (p. limited.aspiration group. and extended problem solving. B. one with whom they want to be identified. ) doctors. Level of Difficulty: 1 Easy Topic: Aspiration group 322. and wishes to continue with. tennis courts. All rights reserved. Level of Difficulty: 3 Hard Topic: Aspiration group 4-270 Copyright © 2016 McGraw-Hill Education. that a person wishes to maintain a distance from because of differences in values or behaviors. B. 103 creates which type of reference group? ) A. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Level of Difficulty: 3 Hard Topic: Aspiration group 324. B. A recent American Express advertising claim that "membership has its privileges" (p. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. 103 who view its current members as a(n) __________ group. Level of Difficulty: 3 Hard Topic: Aspiration group 4-271 Copyright © 2016 McGraw-Hill Education. ) A. C. E. If a fraternity or sorority wants to attract new members. one to which they aspire to belong. D. associative aspiration dissociative reference involvement Since a fraternity or sorority is a membership group. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. C. potential new members should view the fraternity/sorority as an aspiration group. B. aspiration group dissociative group assimilation group integrated group associative group An aspiration group is one that a person wishes to be a member of or wishes to be identified with. All rights reserved. D. it should focus on people (p.323. . C. In the United States. E. E. limited. there are two major political parties whose members disagree (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education.325. D. A. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. ) A. D. associative aspiration dissociative reference involvement A dissociative group is one that a person wishes to maintain a distance from because of differences in values or behaviors. socialization associative aspiration dissociative integrated Text term definition . Level of Difficulty: 1 Easy Topic: Dissociative group 326. B. C. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Both Republicans and Democrats view one ) another as being part of a(n) __________ group. All rights reserved. . Level of Difficulty: 3 Hard Topic: Dissociative group 4-272 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. B. A reference group that a person wishes to maintain distance from because of (p. 103 with each other on a variety of issues.dissociative group. 103 differences in values or behaviors is referred to as a(n) __________ group. and extended problem solving. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. B. passage through the family life cycle. 103 family life cycle. B. passage through the family life cycle. Level of Difficulty: 1 Easy Topic: Family influence 328. . 103 socialization. and decision-making within the family or household. E. E. passage through the (p. D. passage through the family life cycle. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. A. limited. and decision-making within the family or household. limited. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. __________ influences on consumer behavior result from three sources: consumer (p. Level of Difficulty: 1 Easy Topic: Family influence 4-273 Copyright © 2016 McGraw-Hill Education. All rights reserved. Consumer behavior that results from consumer socialization.327. A. and decision-making within the ) family or household. psychographic demographic family reference group personal Family influences on consumer behavior result from three sources: consumer socialization. C. D. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and decision-making within the family or household is referred to ) as __________ influence. Functional Situational Social Family Personal Family influences on consumer behavior result from three sources: consumer socialization. consumer socialization. homogeneous divisions in a society into which people sharing similar values. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the process by which people acquire the skills. E. and behavior can be grouped.329. C. what they consider important in their environment. and extended problem solving. and extended problem solving. interests. No reproduction or distribution without the prior written consent of McGraw-Hill Education. each phase bringing with it identifiable purchasing behaviors. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. knowledge. C. B. and attitudes (p. knowledge. consumer assimilation consumer socialization consumer lifestyle purchase decision process purchasing enculturation Key term definition . The process by which people acquire the skills. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. -104) A. the relatively permanent. . Level of Difficulty: 1 Easy Topic: Consumer socialization 4-274 Copyright © 2016 McGraw-Hill Education. the modes of living that are identified by how people spend their time and resources. All rights reserved. D. Consumer socialization refers to (p. limited. D. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. limited. E. the people to whom an individual looks as a basis for self-appraisal or as a source of personal standards. Level of Difficulty: 1 Easy Topic: Consumer socialization 330. and what they think of themselves and the world around them. 103 -104) A.consumer socialization. and attitudes necessary to function as consumers. the distinct phases that a family progresses through from formation to retirement. B. Key term definition . 103 necessary to function as consumers is referred to as __________. Research shows that consumer socialization with respect to brand preferences (p. When Kelli is finally able to purchase a special. limited. 104 Nicole takes Kelli shopping. consumer assimilation. knowledge. the age of five when their cognitive skills have developed to understand the concept of money. though most people change their brand preferences many times during their lifetimes. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Sometimes. Nicole encourages the development of Kelli's A. 104 begin at ) A. D. C. All rights reserved. more expensive item. D. But if Kelli wants something that costs more than she ) has saved. Level of Difficulty: 2 Medium Topic: Consumer socialization 332. B. as is the case with Nicole encouraging Kelli's socialization of the consumer purchase decision process. Children learn how to purchase (1) by interacting with adults in purchase situations and (2) through their own purchasing and product usage experiences. the age of eighteen when they become college students. Nicole reminds her she needs to keep saving. E. Research shows that children evidence brand preferences at age two and these preferences often last a lifetime. B. consumer socialization. including bringing the product to the sales clerk to complete the purchase. Consumer socialization is the process by which people acquire the skills. . at any time. the age of two. consumer acculturation. (p. the age of thirteen when they become teenagers. Nicole gives her young daughter Kelli an allowance of $5 a week. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior.331. AACSB: Knowledge Application Accessibility: Keyboard Navigation 4-275 Copyright © 2016 McGraw-Hill Education. In this way. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and attitudes necessary to function as consumers. living outside their parents' home for the first time and being responsible for their purchase decisions. when they can understand the responsibility involved in saving money to be able to consume products and services. purchasing enculturation. E. and extended problem solving. she is allowed to pay for it herself. purchasing socialization. C. each phase bringing with it identifiable purchasing ) behaviors. the distinct phases a family progresses through from the birth of children to when the children leave home. and extended problem solving. limited. B. Level of Difficulty: 1 Easy Topic: Family life cycle 4-276 Copyright © 2016 McGraw-Hill Education. each phase bringing with it identifiable purchasing behaviors. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. family continuum. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. 104 ) A. the distinct phases a blended family progresses through from marriage to separation. is referred to as the A.family life cycle. family life cycle. The concept that consists of the distinct phases that a family progresses through (p.Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 104 from formation to retirement. All rights reserved. . Level of Difficulty: 1 Easy Topic: Family life cycle 334. C. D. Level of Difficulty: 3 Hard Topic: Consumer socialization 333. each phase bringing with it identifiable purchasing behaviors. Key term definition . E. the distinct phases a family progresses through from formation to retirement. and remarriage. the intergenerational purchasing habits and product preferences that are passed down from one generation to the next. The family life cycle concept refers to (p.family life cycle. family scale. D. household socialization. household patterning. the distinct phases a family progresses through from the birth of children to retirement. No reproduction or distribution without the prior written consent of McGraw-Hill Education. E. limited. each phase bringing with it identifiable purchasing behaviors. Key term definition . each phase bringing with it identifiable purchasing behaviors. B. divorce. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. consisting of married couples with children younger (p. All rights reserved. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.traditional family. each phase bringing with it identifiable purchasing ) behaviors. Level of Difficulty: 2 Medium Topic: Family life cycle 4-277 Copyright © 2016 McGraw-Hill Education. socialized household. reference group. The demographic situation. See Figure 4-6. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Text term definition . A. each bringing with it identifiable purchasing behaviors. E. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. marriage to retirement unless a divorce. traditional family. and extended problem solving. The family life cycle concept describes the distinct phases a family progresses (p. typical household. limited. Level of Difficulty: 1 Easy Topic: Family life cycle 336. No reproduction or distribution without the prior written consent of McGraw-Hill Education.335.S. the birth of children to retirement D. . or death occurs The family life cycle is comprised of distinct phases a family progresses through from formation to retirement. ideal family unit. households. birth to death C. C. D. formation to retirement B. B. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. is ) referred to as a(n) A. 104 through from __________. the birth of children until they leave home E. and extended problem solving. separation. 104 than 18 years old and which constitutes 21 percent of all U. Middle-aged couples without children typically have a large amount of discretionary income. C. and consumer electronics. D. B. The most financially secure group of any family life cycle stage is single parents with children. The majority of households today are composed of traditional families. All rights reserved. Level of Difficulty: 2 Medium Topic: Family life cycle 4-278 Copyright © 2016 McGraw-Hill Education. and consumer electronics. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. 105 likely has the largest amount of discretionary income? ) A. limited. Based on the stages of the family life cycle. Middle-aged married couples with children are typically better off financially than their younger counterparts. automobiles. Young singles represent a target market for recreational travel. C. and extended problem solving. . young couples without children single parents with children young singles young married couples with children middle-aged couples with children Young married couples without children are typically more affluent than young singles because usually both spouses are employed. E. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. D. E. limited. Single divorcees are more likely to buy life insurance than any other group. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 2 Medium Topic: Family life cycle 338. Income and gender are two of the variables considered in the family life cycle. See Figure 4-6. and extended problem solving. 104 ) A. which of the following groups most (p. Single parents with children are the least financially secure of households with children. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.337. Which of the following statements about the family life cycle is most accurate? (p. automobiles. Young singles represent a target market for recreational travel. B. joint and passive. spouse-dominant and spouse-submissive. Two decision-making styles exist: spouse dominant and joint decision-making. B. limited. joint and spouse-dominant. C. and extended problem solving. Level of Difficulty: 2 Medium Topic: Family decision making 4-279 Copyright © 2016 McGraw-Hill Education. Spouse dominant decisions are those for which either the husband or wife is responsible. the wife makes the majority of the purchase decisions. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. active and passive. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. the husband makes the majority of the purchase decisions. B. E. . 105 ) A. Spouse dominant decisions are those for which either the husband or wife is responsible. democratic and autocratic. 105 ) A. the wife and the husband alternate with respect to their purchase decisions. With a joint decision-making style. Spouse dominant decision-making implies that (p. either the husband or the wife is primarily responsible for purchase decisions. The two major styles of family decision-making are (p. Two decision-making styles exist: spouse dominant and joint decision-making. C. both the husband and the wife make the purchase decisions together. E. and extended problem solving.339. D. limited. Level of Difficulty: 2 Medium Topic: Family decision making 340. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. All rights reserved. both the husband and the wife make most decisions together. With a joint decision-making style. D. both the husband and the wife make most decisions together. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 2 Medium Topic: Family decision making 342. . and extended problem solving. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and homes are typically made jointly. B. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.341. C. D. As a rule. 105 ) A. Women have little influence when it comes to men's clothing purchases except for socks or ties. The two types of family decision-making are joint and spouse-dominant. medicine. joint decision making increases with the education of the spouses. 105 ) A. Husbands make most of the purchase decisions made about cars. E. B. Which type of purchase is most likely to be the result of joint decision-making? (p. limited. and homes. the husband would make all the decisions about groceries. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Wives typically make decisions about food and medicine. vacations. Decisions about cars. With autonomous decision-making. All rights reserved. The use of joint decision-making is directly related to the educational levels achieved by the spouses. E. C. The two types of family decision-making are joint and autonomous. and car maintenance. vacations. Which of the following statements about family decision making is most accurate? (p. groceries children's toys medicine home appliances breakfast cereal Home appliances are typically purchased jointly. limited. Level of Difficulty: 2 Medium Topic: Family decision making 4-280 Copyright © 2016 McGraw-Hill Education. D. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The decision maker was the father. purchaser. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. purchaser. a user. opinion leader. and a gatekeeper. limited. associative group. C. The five roles are information gatherer. need driven. 105 process are ) A. 105 to look into the latest products and their prices. and user. B. sustainer. Level of Difficulty: 3 Hard Topic: Family decision making 4-281 Copyright © 2016 McGraw-Hill Education. His sister Ann wanted the computer to have a lot of memory to edit videos. A gatekeeper is not a role in family decision making. Josh told his father that the family needed a new computer. influencer. decision maker. Josh's mom asked that the new ) computer have an ergonomic keyboard because she has wrist problems. so his dad asked him (p. decision maker. outer directed. decision maker. even though he did not engage in information gathering. influencer. experiential. Josh's father took on all of the roles. D.343. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Josh did not take on the role of decision maker or purchaser. Level of Difficulty: 2 Medium Topic: Family decision making 344. and extended problem solving. Josh's mother and Ann acted as information gatherers. an influencer. Josh took on all the roles except that of purchaser. All rights reserved. The five roles of individual family members in the consumer purchase decision (p. influencer. Josh's mother and Ann acted as users and influencers. and user. users. purchaser. Josh's mother acted as an information gatherer. C. opinion leader. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. D. and user. B. Josh's dad chose and ordered a Dell. and achiever. Ann acted as a user and an influencer. and decision maker. and user. E. emulator. belonger. E. aspiration group. inner directed. Which best describes the roles each family member played in making this decision? A. opinion leader. information gatherer. decision maker. With this information. and decision makers. No reproduction or distribution without the prior written consent of McGraw-Hill Education. he told Josh to do that. . There is no family member serving as an information gatherer. Which of the following sentences best describes the roles each family member played in making this decision? A. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The ) role of the little girl in this purchase was that of __________.345. C. 105 and use the money for home repairs. . The father is not acting as an information gatherer. information gatherer influencer purchaser decision maker user Five roles exist: (1) information gatherer (2) influencer (3) decision maker (4) purchaser and (5) user. Level of Difficulty: 3 Hard Topic: Family decision making 346. All rights reserved. the child influenced the behavior of her mother. Mom and their daughter want to go to a beach. The females in the family only play two roles . and information gatherer. he has taken on all of the roles. Dad wants to stay home this year (p. The Martinez family is considering a vacation. The mother and the grandmother only played the role of influencer. Dad asks his mother to determine the cost of a trip to New York and if they could stay with relatives while there. When strolling through the grocery store. The grandmother plays the roles of user.users and influencers. His mom who lives with them wants to visit ) relatives in New York. E. D. C. the purchaser. 105 like peas. Level of Difficulty: 3 Hard Topic: Family decision making 4-282 Copyright © 2016 McGraw-Hill Education. a toddler tells her mother. D. Since the father will make the final vacation decision." Her mother puts down the peas and chooses green beans instead. B. influencer. the grandmother is. A. E. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. I don't (p. "Yuck. B. In this case. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. limited. (2) influencer. Level of Difficulty: 3 Hard Topic: Family decision making 4-283 Copyright © 2016 McGraw-Hill Education. information gatherer influencer purchaser decision maker user Five roles exist: (1) information gatherer. although anyone in the family could use the stove. Level of Difficulty: 2 Medium Topic: Family decision making 348. __________ are the primary grocery shoppers. so her husband Ari. 105 an amateur chef. E. C. prepared most of the meals for the family. ) A. (4) purchaser. B. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. E. A. Today. D. they are not necessarily the purchaser. No reproduction or distribution without the prior written consent of McGraw-Hill Education. (p. C. teenagers extended family members paid help children of any age men Even though women are often the grocery decision maker. In this case. All rights reserved.347. 105 may not be the grocery decision makers. D. . though they (p. 31 percent of men are the primary grocery shopper in their households. (3) decision maker. ) Jennifer bought Ari a top-of-the-line professional cook top and range. AACSB: Knowledge Application Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. In 31% of households. and (5) user. As an anniversary gift. B. Jennifer usually worked long hours at her job at the hospital. Ari's primary role in this process was that of __________. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. the person who would use the stove most frequently or purposefully would be Ari (user). . What is the annual market size for the products bought by or for preteens and (p. E. This is why marketers spend more than $70 billion annually in electronic and print media that reach these consumers. B. D. Level of Difficulty: 1 Easy Topic: Family decision making 350. All rights reserved. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. C. The set of values. limited. 106 members of a group is referred to as __________. D. and extended problem solving. E. and extended problem solving.349. B. limited. ideas. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. C. 105 teenagers? ) A. national character culture social class code of ethics ethnic ideology Text term definition . Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.culture. ) A. $12 billion $26 billion $104 billion $208 billion $547 billion The market for products bought by or for preteens and teenagers surpasses $208 billion annually. Level of Difficulty: 1 Easy Topic: Culture 4-284 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and attitudes that are learned and shared among the (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and (p. whose values and beliefs are diametrically opposed to foreign cultures. limited. and extended problem solving. or national. and attitudes. groups within organizations whose values and beliefs influence the corporate culture.351. culture with unique values. Key term definition . reference groups. families. B. subcultures. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.subcultures. E. the designation given to people between the ages of 13 and 24 whose values and beliefs are not yet fully formed but are still influenced both by their families and society. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. or national. D. subgroups within the larger. C. All rights reserved. Subgroups within the larger. Key term definition . . normative groups. and extended problem solving. social classes. Level of Difficulty: 1 Easy Topic: Subculture 4-285 Copyright © 2016 McGraw-Hill Education. C. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. E. limited.subcultures. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. D. ideas. Level of Difficulty: 1 Easy Topic: Subculture 352. B. subgroups within the larger national culture. 106 ) A. Subcultures refer to (p. stakeholder groups outside an organization whose values and beliefs are contrary to the corporate culture. ideas. 106 attitudes are referred to as ) A. culture with unique values. C. Hispanics are dubious about using advertising as an information source. limited. especially those offered by firms that cater to Hispanic needs. Asian Americans Hispanics Caucasians African Americans Native Americans The three largest racial/ethnic subcultures in the United States are Hispanics. Hispanics are quality and brand conscious. Hispanic buying preferences are strongly influenced by family and peers. All rights reserved. Which of the following is the largest racial/ethnic subculture in the United States? (p. Hispanics are often brand loyal and willing to pay a premium price for premium quality. 106 ) A. Which of the following statements about Hispanic buying patterns is most (p. Hispanics consider advertising a credible information source. B. E. and extended problem solving. and Asian Americans. . Level of Difficulty: 2 Medium Topic: Subculture 4-286 Copyright © 2016 McGraw-Hill Education. Hispanics prefer buying Americanmade products. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Uniquely Hispanic buying patterns have virtually disappeared over the past ten years due to increased assimilation. They are willing to pay a premium price for premium quality and are often brand loyal. Level of Difficulty: 1 Easy Topic: Subculture 354. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Hispanics represent the largest racial/ethnic subculture in the United States in terms of population and spending power. C. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. B.353. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Convenience is an essential product attribute for Hispanic homemakers with respect to food preparation or consumption. E. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. D. African Americans. Hispanic buying preferences are strongly influenced by contemporary fads and fashions. D. 106 accurate? ) A. C. D. Cultural differences among these nationalities often affect product preferences. and others of Central and South American ancestry. Which of the following is a reason that marketing to Hispanics has proven to be a (p. being composed of Mexicans. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. . Among the three major racial/ethnic subcultures in the United States. the largest the second largest the third largest equal with Hispanics equal with Asian Americans African Americans have the second-largest spending power of the three largest racial/ethnic subcultures in the United States. Puerto Ricans. and extended problem solving. and extended problem solving. Level of Difficulty: 2 Medium Topic: Subculture 4-287 Copyright © 2016 McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. 106 challenge? ) A. Level of Difficulty: 2 Medium Topic: Subculture 356. Cubans. 106 Americans rank as __________ in terms of spending power. E. All rights reserved. D. Hispanics communities are spread across the entire country and therefore difficult to target. The Hispanic subculture is diverse. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Hispanics don't consider advertising a credible source of product information. translation to Spanish can result in misinterpretation of commercial messages. E. C. Assimilation is valued and the Hispanic community finds cultural target marketing offensive. Also. ) A. B.355. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. African (p. B. Marketing to Hispanics has proven to be a challenge because the Hispanic subculture is diverse. limited. Hispanics prefer imports to American-made products. limited. they tend to be ethnocentric in their product preferences. African Americans are not price conscious. D. Adult African Americans spend half as much on online services than Caucasians. . 107 accurate? ) A. C. Which of the following statements about African American buying patterns is most (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. When socioeconomic status differences between African Americans and Caucasians are removed. E. There are significant differences between the buying patterns of African Americans and Caucasians of similar socioeconomic status. Which of the following statements about African American buying patterns is most (p. the resulting income disparities influence purchase behavior. 106 accurate? ) A. there are more similarities than points of difference. C. African Americans are not price conscious but are strongly motivated by quality and choice. historically. B.357. When socioeconomic status differences between African Americans and Caucasians are removed. All rights reserved. There are very few differences in the consumption patterns of African Americans and Caucasians. African American purchase behavior is still affected by the historical deprivation in employment and educational opportunities in the United States. D. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. especially in terms of clothing. But since. African Americans have been deprived of employment and educational opportunities in the United States. When socioeconomic status differences between African Americans and Caucasians are removed. B. limited. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: 4-288 Copyright © 2016 McGraw-Hill Education. there are more similarities than differences. and extended problem solving. Level of Difficulty: 2 Medium Topic: Subculture 358. African American men spend more on health and beauty products than Caucasian men do. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. E. The typical African American family is five years older than the typical Caucasian family. there are more similarities than points of difference. African Americans spend more on products for women and girls. No reproduction or distribution without the prior written consent of McGraw-Hill Education. D. C. B. B. Assimilated Asian Americans have very different buying patterns from a typical U. Accessibility: Keyboard Navigation 4-289 Copyright © 2016 McGraw-Hill Education.assimilated. Because McDonald's standardizes its products across all cultures. 107 accurate? ) A. Consumer research on Asian Americans suggests that individuals and families divide into assimilated and non-assimilated. Consumer research on Asian Americans suggests individuals and families divide into three groups . it does not actively market to Asian Americans. There is no real diversity among Asian American subcultures. D. The Asian American subculture is growing very slowly in the United States. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Level of Difficulty: 2 Medium Topic: Subculture 359. Asian American diversity is so great that generalizations about buying patterns are difficult. limited. Asian American diversity is so great that generalizations about buying patterns are difficult. E. non-assimilated. and extended problem solving. limited. The Asian American subculture is the most entrepreneurial in the United States.assimilated. Which of the following statements about Asian American buying patterns is most (p. Assimilated Asian Americans exhibit buying patterns that are very different from the typical American consumer. The Asian American subculture is the most entrepreneurial in the U. . and recent immigrants. There is great diversity among Asian American subcultures.S. Asian Americans are the least educated racial/ethnic subculture in the United States.S. Which of the following statements about Asian American buying patterns is most (p. Level of Difficulty: 2 Medium Topic: Subculture 360.routine. consumer. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. non-assimilated. and recent immigrants. C. E. All rights reserved. 107 accurate? ) A. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. and extended problem solving. Consumer research on Asian Americans suggests individuals and families divide into three groups . Assimilated Asian Americans exhibit buying patterns very much like the typical American consumer. hold professional and managerial positions. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. highly educated. Level of Difficulty: 2 Medium Topic: Subculture 362. This family is likely to exhibit which of the following Asian American buying patterns? A. non-assimilated. AACSB: Knowledge Application 4-290 Copyright © 2016 McGraw-Hill Education. All rights reserved. at the age of ) 21. 107 three children. E. highly educated. yet celebrating their culture by seeking traditionally Asian occupations D. B. is a concert pianist. yet celebrating their culture by purchasing authentic Asian goods B. socialized upper class nonassimilated subcultured assimilated Text term definition . is in medical school. A. limited. non-assimilated. exhibiting buying patterns very much like other typical American consumers Assimilated Asian Americans are conversant in English. Brent is a second-year business student. Susan. assimilated. Asian Americans who are conversant in English.assimilated. non-assimilated. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. D. and extended problem solving. and exhibit buying patterns very much like the typical American consumer. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. . George. Level of Difficulty: 2 Medium Topic: Subculture 361. hold professional (p. The oldest son. assimilated. and exhibit buying patterns very much like typical ) American consumers are referred to as __________ Asian Americans. exhibiting buying patterns very much like other typical American consumers C. C. and extended problem solving.Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. An Asian-American family whose relatives emigrated four generations ago has (p. 107 and managerial positions. due to inherent differences in Asian subcultures that transcend generations E. businesses would be willing to post their 30-second TV advertising on a social network. . Level of Difficulty: 1 Easy Topic: Video case: Groupon 4-291 Copyright © 2016 McGraw-Hill Education. consumers would want to "check in" and earn points and badges for visiting businesses. E. Groupon built its business model on the premise that consumers would band together and try a new product or service if businesses would offer lower prices to entice them to take advantage of the deal offered to them. D. consumers would be willing to pay for fun and exciting online video games that are playable on their smartphones and tablet devices. No reproduction or distribution without the prior written consent of McGraw-Hill Education. and extended problem solving. limited. B. Groupon built its business model on the premise that (p. consumers would band together and try a new product or service if businesses would offer lower prices to entice them to take advantage of a daily deal offered to them. Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 3 Hard Topic: Subculture 363. consumers would be receptive to online sweepstakes.Accessibility: Keyboard Navigation Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. All rights reserved. C. 110 ) A. 000 who is looking for a great deal. The Groupon purchase decision is made online and then confirmed by a telephone call when enough consumers agree to the offer and the "deal tips. Generally. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. A Groupon "deal of the day" e-mail may trigger a need in a consumer's problem recognition stage of the purchase decision process to do (buy) something they may not ordinarily do. and extended problem solving. a need may be triggered by a Groupon "deal of the day" e-mail to present potential customers with an opportunity to do (buy) something they may not ordinarily do. limited. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Which of the following statements about Groupon is most accurate? (p.364. C. 111 ) A." E.to 45-year old male with an average income of about $25. All rights reserved. Level of Difficulty: 2 Medium Topic: Video case: Groupon 4-292 Copyright © 2016 McGraw-Hill Education. B. D. Groupon consumers rarely follow the purchase decision process like they do for other consumer offerings because they do not have time for an information search. The typical Groupon user is a 35. many Groupon customers focus on place or distribution as the most important evaluative criterion. In the alternative evaluation stage of the consumer purchase decision process. . In the problem recognition stage of the consumer purchase decision process for Groupon. D. E. Groupon faces competition since the daily deal technology is not very sophisticated and the model is easy to copy. Asia. Level of Difficulty: 2 Medium Topic: Video case: Groupon Short Answer Questions Figure 4-1 4-293 Copyright © 2016 McGraw-Hill Education. the business model is hard to adapt at the local level. though it works well for large. . Groupon must develop a comprehensive understanding of the differences in international buying behaviors to continue its explosive growth outside the United States. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.365. most of the Groupon deals are unprofitable for merchants. limited. national businesses. Managing its growth is another challenge. Groupon faces many challenges. including buyers that don't use the coupons and merchants that are dissatisfied that consumers fail to repeat a purchase. As Groupon continues to grow. Also. No reproduction or distribution without the prior written consent of McGraw-Hill Education. The company has expanded into Europe. and Russia by acquiring local daily deal services. so customers must be converted into repeat purchasers for this to be cost effective. Groupon faces extraordinary competition because the daily deal technology is easy to copy. eventually leaving them dissatisfied and unlikely to use Groupon again. some consumers buy the coupons but never use them. C. 111 ) A. Latin America. Accessibility: Keyboard Navigation Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. All of the following are challenges that Groupon faces EXCEPT: (p. and extended problem solving. it anticipates that it must develop a comprehensive understanding of the differences in international buying behaviors. All rights reserved. B. 88.shown in A. (3) Alternative evaluation (C): Objective and subjective attributes considered from consideration set. Level of Difficulty: 2 Medium Topic: Purchase decision process 367. and E in Figure 4-1 above. (3) Alternative evaluation: objective and subjective attributes considered from a consideration set. You will be graduating soon and have been offered what you consider the job of (p. See Figure 4-1. requires some traveling so you will need 89) a car. B. AACSB: Knowledge Application Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. (4) Purchase decision: decision made after judging the alternatives. however. C. (5) Postpurchase evaluation (E): Evaluate the product or service in terms of expectations. What decision process will you go through to purchase an automobile? This purchase would require five purchase decision stages: (1) Problem recognition: the car is needed for the new job. Identify and explain the five stages of the consumer purchase decision process as (p. (2) Information search: check internal and external sources. (2) Information search (B): Check internal and external sources. D. . 88. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Level of Difficulty: 3 Hard Topic: Purchase decision process 4-294 Copyright © 2016 McGraw-Hill Education.366. No reproduction or distribution without the prior written consent of McGraw-Hill Education. All rights reserved. The new position. (5) Postpurchase evaluation: evaluate car in terms of expectations.your dreams. See Figure 4-1. You currently do not have one. (4) Purchase decision (D): Decision made after judging the alternatives. 89) There are five stages in the purchase decision process: (1) Problem recognition (A): You need to buy a product or service. including considerable time and effort on external information search and in identifying and evaluating alternatives. Extended problem solving uses each of the five stages of the consumer purchase decision process. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. a restaurant for lunch." Explain your answer. You might use limited problem solving in choosing a toaster. Firms have learned that it's a lot cheaper and easier to keep existing customers than to try to find new ones. Students should agree. There are three general variations in the consumer purchase decision process based on consumer involvement and product knowledge. repeat customers spend on the firm's product during a year or a lifetime. frequently purchased products like toothpaste. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process.368. Give an example of when each might be used. Routine problem solving is typically the case for low-priced. Consumers recognize a problem. Blooms: Understand Learning Objective: 04-01 Describe the stages in the consumer purchase decision process. Extended problem solving exists in high-involvement purchase situations for items such as automobiles and elaborate audio systems. Firms have begun to put a financial value on good customer relationships. and extended problem solving. and (p. Firms try to put a dollar value on what satisfied loyal. Compare and contrast routine problem solving. make a decision. and Ford Motor Company. These calculations have focused marketer attention on customer retention. Examples in the textbook include Frito-Lay. Kimberly-Clark. 91) easier to keep existing customers than to try to find new ones. In general. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: 4-295 Copyright © 2016 McGraw-Hill Education. 92) extended problem solving. . Limited problem solving involves consumers typically seeking some information or relying on a friend to help them evaluate alternatives. Exxon. Would you agree or disagree with the following statement? "It's a lot cheaper and (p. Several brands are in the consideration set. and spend little effort seeking external information and evaluating alternatives. particularly due to the high cost of promotions. several brands might be evaluated using a moderate number of different attributes. Routine problem solving is used for products such as table salt and milk. and these are evaluated on many attributes. limited. and other purchase situations in which you have little time or effort to spend. All rights reserved. limited problem solving. Level of Difficulty: 2 Medium Topic: Marketing matters 369. The purchase process for such items is virtually a habit and typifies low-involvement decision making. Level of Difficulty: 2 Medium Topic: Problem-solving variations 370. she must go today during her lunch break.process. which is this evening. Since she won't have any time between work 94) and the baby shower. Which situational influence was not described? The purchase of a special baby gift for a best friend is the purchase task. 93. See Figure 4-4 in the textbook. limited. limited. limited. .routine. wants to buy a special baby gift for her best friend's (p. She is planning on taking her sister with her to help make the selection. Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Level of Difficulty: 1 Easy Topic: Situational influences 371. The only situational influence not mentioned is the physical surroundings. and extended problem solving. 94) Situational influences include the purchase task. Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. physical surroundings. Identify each of the situational influences that are described in this scenario. Level of Difficulty: 3 Hard Topic: Situational influences 4-296 Copyright © 2016 McGraw-Hill Education. Name the five situational influences that affect the consumer purchase decision (p. No reproduction or distribution without the prior written consent of McGraw-Hill Education. who has no children. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Having her sister with her while she is shopping relates to the social surroundings. 93. Ruth knows she will be ready to buy every baby-oriented product she sees because she wishes that she too was having a baby. temporal effects.baby shower. Ruth. All rights reserved. and extended problem solving. Her desire to have a baby of her own is an antecedent state. limited. and antecedent states. The fact that she has limited shopping time is the temporal effect. social surroundings. and extended problem solving. Psychologists point out that an individual's needs may be hierarchical. The American Express Centurion Card and Brooks Brothers Clothiers are companies that appeal to these needs. limited. the next higher level of needs. the next level.freedom from harm and financial security. and extended problem solving. such as food. Army uses the appeal "Be all that you can be" to target those who have self-actualization needs. water. . Level of Difficulty: 2 Medium Topic: Hierarchy of needs 4-297 Copyright © 2016 McGraw-Hill Education. which are based on key traits that are inherited or formed at an early age.S. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. The U. and belonging. Smoke detectors and security systems are examples. involve self-preservation. and extended problem solving. 95) one set of needs is met. Social needs. are basic to survival and must be satisfied first. While motivation is the energizing force that makes consumer behavior purposeful. Define motivation and personality and how they impact marketing.372. are concerned with love. (p. Personal needs. include the need for status. achievement. Safety needs. 9495) Motivation is the energizing force that stimulates behavior to satisfy a need. All rights reserved. people seek to satisfy the next set of needs in the hierarchy. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. No reproduction or distribution without the prior written consent of McGraw-Hill Education. marketers try to arouse these needs. Personality refers to a person's consistent behaviors or responses to recurring situations. physical and financial wellbeing . friendship. the lowest level in the hierarchy of needs. once (p. and self-respect. prestige. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. limited. Level of Difficulty: 2 Medium Topic: Motivation and personality 373. a consumer's personality guides and directs behavior. The highest level in the hierarchy of needs concerns self-actualization needs. and oxygen. Because consumer needs are the focus of the marketing concept. which involve personal fulfillment. Name each of the five levels in the hierarchy in order and give an example of each. the next level. that is. Physiological needs. Dating services and fragrance companies try to arouse these needs. shelter. See Figure 4-5 in the textbook. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. These traits are reflected in the products and brands a person buys. All rights reserved. and. and interprets information to create a meaningful picture of the world. How do selective perception. organizes. read. The human brain employs a process called selective perception to organize and interpret information . Selective exposure occurs when people pay attention to messages that are consistent with their attitudes and beliefs and ignore messages that are inconsistent. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Level of Difficulty: 2 Medium Topic: Perception 375. selective exposure. and (p. or hear. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. in general.374. Selective comprehension involves interpreting information so it is consistent with one's attitudes and beliefs. limited. Selective retention means consumers do not remember all the information they see. even minutes after exposure to it. and retention. comprehension. Learning is also important because it relates to habit formation.selective retention differ? 97) Perception is the process by which an individual selects. limited. selective comprehension. 98) Learning is important to marketing because much consumer behavior is learned. and extended problem solving. which is the basis of routine problem solving and serves as a link to brand loyalty. Why is learning important to marketing? (p. how to make purchase decisions. 96.a filtering of exposure. Level of Difficulty: 2 Medium Topic: Learning 4-298 Copyright © 2016 McGraw-Hill Education. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. . which evaluative criteria to use when assessing alternatives. Consumers learn which information sources to use. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. such as a DVD player for passengers in the back seat. and hope consumers will perceive this new attribute favorably. Beliefs about product attributes are important because. We speak of American core values. Level of Difficulty: 2 Medium Topic: Attitude 377. Beliefs also play a part in attitude formation. . Explain how attitudes are shaped by our values and beliefs. and discussions with other people. along with personal values. (2) changing the perceived importance of attributes. and extended problem solving. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. We also have personal values. and brands. such as thriftiness and ambition. (2) Change perceived importance of attributes: Ford might try to increase the perceived importance of pollution control in automobiles and then create awareness of Ford's pollution control characteristics. (1) Changing beliefs: Ford may emphasize quality control in its ads to reduce consumers' concerns about reliability. beliefs. 9899) Values. Marketers are concerned with both but focus mostly on personal values.376. and (3) adding new attributes to the product. (3) Adding new attributes: Ford might add a new attribute. Attitudes are learned predispositions to respond to an object or class of objects in a consistently favorable or unfavorable way. Beliefs are based on personal experience. services. Level of Difficulty: 3 Hard Topic: Attitude change 4-299 Copyright © 2016 McGraw-Hill Education. they create the favorable or unfavorable attitude the consumer has toward certain products. 99) marketing activities? There are three ways to change attitudes: (1) changing beliefs about the extent to which a brand has certain attributes. Values vary by level of specificity. limited. (p. including material well-being and humanitarianism. All rights reserved. advertising. and attitudes play a central role in consumer decision making and related marketing actions. How might Ford Motor Company apply the three methods of attitude change in its (p. which are learned. Beliefs are a consumer's subjective perception of how a product or brand performs on different attributes. Attitudes are shaped by our values and beliefs. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 378. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine.decisions. where consumers are motivated by ideals that are guided by knowledge and principle. favor American-made products. knowledge. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. are conservative. and responsibility. lifestyle analysis has proven useful in segmenting and targeting consumers for new and existing products. and extended problem solving. They choose familiar products and brands. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and the nation. Consumers motivated by ideals are guided by knowledge and principle. and well-educated people who value order. what they consider important in their environment. They are practical consumers and deliberate information-seekers who value durability and functionality in products over styling and newness. 99. The analysis of consumer lifestyles (also called psychographics) has produced many insights into consumers' behavior. 100) Explain the difference between Thinkers and Believers. Thinkers and Believers are the two groups within the ideals-motivated group. See the VALS chart in the textbook. religion. Level of Difficulty: 2 Medium Topic: Lifestyle 379. and extended problem solving. . 99) Lifestyle is a mode of living that is identifiable by how people spend their time. and what they think of themselves and the world around them. Thinkers are mature. with fewer resources. conventional people with concrete beliefs based on traditional. community. established codes: family. reflective. Learning Objective: 04-03 Identify the major psychological influences on consumer behavior. For example. What does lifestyle mean and why is it important to marketers? (p. Believers. Level of Difficulty: 2 Medium Topic: VALS 4-300 Copyright © 2016 McGraw-Hill Education. limited. The VALS system seeks to explain why and how consumers make purchase (p. and are generally brand loyal. limited. All rights reserved. and attitudes necessary to function as consumers. 104 ) Consumers act and purchase differently as they go through life. 101 Adam Levine to appear in an ad campaign? What kind of influence could he have ) on consumer behavior? A consumer's purchases are often influenced by the views. As children mature into adults. select Maroon 5 frontman (p. Blooms: Remember Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and their own purchasing and product usage experiences. See Figure 4-6. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. Level of Difficulty: 1 Easy Topic: Consumer socialization 382. Adam Levine would likely act as an opinion leader and have a personal influence over those who would like to emulate his behavior. knowledge. thus attracting potential customers. Define consumer socialization. or behaviors of others. Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. The family life cycle concept describes the distinct phases that a family progresses through from formation to retirement. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Opinion leaders are individuals who exert direct or indirect social influence over others. Children learn how to purchase by interacting with adults in purchase situations. Level of Difficulty: 3 Hard Topic: Opinion leaders 381. Blooms: Understand Learning Objective: 04-02 Distinguish among three variations of the consumer purchase decision process: routine. and extended problem solving. each phase bringing with it identifiable purchasing behaviors. Level of Difficulty: 2 Medium Topic: Family life cycle 4-301 Copyright © 2016 McGraw-Hill Education. . resulting in increased sales of Proactiv products. and extended problem solving. limited. Why is the family life cycle important to marketing? (p.380. limited. converting many of them to be customers. All rights reserved. (p. an acne treatments company. Why would Proactiv. they develop brand preferences that may last a lifetime. opinions. 103 -104) Consumer socialization is a process by which people acquire the skills. No reproduction or distribution without the prior written consent of McGraw-Hill Education. AACSB: Knowledge Application Blooms: Apply Learning Objective: 04-04 Identify the major sociocultural influences on consumer behavior. What is a subculture? Name examples of products targeted at American (p.6 trillion annually by 2015 for goods and services. . culture. Each group exhibits sophisticated social and cultural behaviors that affect buying patterns. Therefore. All rights reserved. ideas. Level of Difficulty: 3 Hard Topic: Subculture 4-302 Copyright © 2016 McGraw-Hill Education. Hispanics. and attitudes within the larger. Vietnamese. Maybelline beauty products for African Americans. African Americans. 106 subcultures. and Asian American language ads for McDonald's for Chinese. subcultures are frequently used to segment and target markets.383. Examples of some marketing efforts directed at American subcultures include Mazola Corn Oil ads in Spanish. and Asian Americans collectively will spend over $3. -107) Subculture refers to a subgroup with unique values. and Korean consumers. or national.