Some websites allow consumers to shop while getting opinions from online friends. Which of the influences on the consumer buying process does this represent?
a. psychological
b. motives
c. perception
d. social
e. Situational
d. social
There are approximately 1 billion people living in India. Only about 200 million of these people earn more than the equivalent of $1,000 per year. According to Maslow's hierarchy, most of the other 800 million Indian consumers are primarily addressing the
d. physiological
There is a saying, "Never go to the grocery store hungry." This saying suggests that a consumer's __________ state may adversely affect purchasing decisions.
a. external
b. theoretical
c. social
d. temporal
e. Shopping
d. temporal
Before flying, Jaden researches the types of planes the airline uses, scans the plane for defects as it taxis up to the terminal, and follows the pilot and crew as they come through the airport. He has no experience as a pilot or airplane mechanic. Jaden
b. locus of control.
A home security company will advertise the need for home surveillance products to appeal to which level of Maslow's hierarchy of needs?
a. physiological
b. esteem
c. safety
d. love
e. Self-actualization
c. safety
Maslow's hierarchy of needs includes physiological needs at the lowest level and self-actualization at the top. The three levels in between are
a. community, family, and self.
b. material goods, safety, and love.
c. safety, stability, and striving.
d. saf
d. safety, love, and esteem.
The greater the discrepancy between a consumer's __________, the greater the consumer's need recognition will be.
a. universal set and evoked set
b. financial risk and performance risk
c. external and internal information search
d. search for alternatives
e. needy state and desired state
Natalie and her fianc�e Dow are planning their wedding. She knows her mother wants her to have a traditional church wedding with a Roman Catholic priest officiating. Natalie would like to have an informal ceremony on the beach, since that type of wedding
d. family, reference groups, and culture.
Joanna lives according to her own rules, unconcerned about designer labels, brand names, and luxury items. Joanna is at what level in Maslow's hierarchy of needs?
a. self-actualization
b. esteem
c. safety
d. love
e. Physiological
a. self-actualization
Upscale men's and women's clothing stores like Nordstrom's, Neiman-Marcus, or Saks Fifth Avenue are more likely to appeal to consumers' __________ needs.
a. postpurchase
b. safety
c. psychological
d. functional
e. Situational
c. psychological
Zappo's online shoe and clothing store has a unique way of dealing with abandoned shopping carts. If a site visitor places items into the shopping cart and then leaves the site without making a purchase, several days later Zappo's sends a humorous email s
b. conversion rate.
Marketers love consumers who engage in __________, buying their company's product with little thought or consideration of alternatives.
a. habitual decision making
b. extended problem solving
c. compensatory decisions
d. personal problem solving
e. refere
a. habitual decision making
The consumer buying process begins when
a. a consumer's performance risk is minimized.
b. learning follows perception.
c. a consumer recognizes an unsatisfied need.
d. a consumer enters a store.
e. consumers' functional needs are greater than their psycho
c. a consumer recognizes an unsatisfied need.
Where Caroline grew up, everyone knew everyone else, no one locked the doors on their house, and a person's word could be trusted. When she went to work in another part of the country, she was surprised by how few people had similar values and beliefs. Ca
d. cultural
Though he has never owned a Jaguar, Jerry thinks they are poorly made and have many mechanical problems. For Jaguar to sell Jerry a car, the company would need to change the __________ component of Jerry's attitude.
a. cognitive
b. physiological
c. affect
a. cognitive
In the consumer decision process, we decide how much time and effort to expend searching for information based partly on
a. the degree of perceived risk associated with the product or service being considered.
b. postpurchase dissonance.
c. the outcome of
a. the degree of perceived risk associated with the product or service being considered.
Reginald greets his regular customers by name every morning when they come in for coffee. He offers them a taste of anything special he is cooking that day. He has a database with their birthdays, and offers them free meals on their birthdays. Reginald ho
b. spread positive word of mouth.
Most big box retailers regularly move products from one aisle to another. They also put personal care products in the pharmacy area, many aisles away from the grocery products. They do this because consumers who spend more time walking through the store a
a. impulse purchases.
Paula is about to open a new hardware store. She is making decisions regarding lighting, colors, and layout of merchandise. Paula knows these __________ factors will influence consumers' purchase decisions.
a. postpurchase dissonance
b. store atmosphere
c
b. store atmosphere
Limited problem solving usually relies on
a. situational stimuli and attitudes.
b. evaluation of the universal set.
c. financial analysis of performance risk.
d. external search for information.
e. past experience more than on external information.
e. past experience more than on external information.
Which of the following is NOT an element of the factors affecting consumers' search processes?
a. functional versus psychological need
b. locus of control
c. perceived risk
d. actual risk
e. perceived benefits versus perceived costs of search
a. functional versus psychological need
Many Hollywood movie stars were among the first to buy electric and hybrid vehicles. These stars often became __________, influencing other consumers' behavior.
a. evoked images
b. cognitive parameters
c. cultural icons
d. internal loci of control
e. refe
e. reference groups
Black Friday, as the day after Thanksgiving has come to be known in the U.S., is a day marked by many special deals in most retail stores, including deep-discounted products available in limited quantities, called doorbusters, and designed to get shoppers
c. setting high expectations
The Wall Street Journal provides a set of guidelines each year for purchasing a laptop computer. The guidelines include recommendations for hard disk capacity, memory size, battery life, and several other attributes. The Wall Street Journal is providing c
e. evaluative criteria.
The shared meanings, beliefs, morals, values, and customs of a group of people constitute its
a. reference group.
b. culture.
c. evoked set.
d. family.
e. cognitive frame.
b. culture.
The traditional marketing strategy of selling umbrellas when it is raining is an example of how __________ factors influence consumers' decisions.
Select one:
a. psychological
b. economic
c. situational
d. shopping
e. interpersonal
c. situational
Elena is in the process of buying a new car. There are many possible cars to choose from, but she is focused on a few she would actually consider buying. These make up her __________ set.
a. focus
b. universal
c. evoked
d. retrieval
e. immediate
c. evoked
Among the factors affecting the consumer decision-making process is/are __________, the way consumers spend their time and money to live.
a. the demonstration effect
b. life standards
c. conspicuous consumption
d. lifestyle
e. external validation
d. lifestyle
Elena is in the process of buying a new car. There are many possible cars to choose from, but she is focused on a few she would actually consider buying. These make up her __________ set.
a. evoked
b. universal
c. immediate
d. retrieval
e. focus
a. evoked
Paula is about to open a new hardware store. She is making decisions regarding lighting, colors, and layout of merchandise. Paula knows these __________ factors will influence consumers' purchase decisions.
a. store atmosphere
b. extended habitual
c. inte
a. store atmosphere
When Magda decided to buy a new computer, she considered all the brands she could recall seeing advertised. This represents Magda's __________ set.
a. evoked
b. retrieval
c. behavioral
d. universal
e. deterministic
b. retrieval
There are approximately 1 billion people living in India. Only about 200 million of these people earn more than the equivalent of $1,000 per year. According to Maslow's hierarchy, most of the other 800 million Indian consumers are primarily addressing the
e. physiological
Steve wasn't sure what kind of salsa he wanted to get for his upcoming Super Bowl party. It seemed like there were dozens of varieties to choose from. He noticed that he could sample a few at a station in the store. He tried four, rejected two, and bought
c. in-store demonstrations.
The consumer's level of involvement can lead to two types of buying decisions: __________ and __________.
a. physiological/safety; esteem/self-actualization
b. extended problem solving; limited problem solving
c. economic; social
d. habitual; extended
e.
b. extended problem solving; limited problem solving
__________ refer(s) to the process by which consumers select, organize, and interpret information.
a. Values
b. Learning
c. Perception
d. Consumption
e. Attitude
c. Perception
Zappos.com constantly reminds customers of recently viewed items and informs them when stock is low in an effort to entice the customer to make a purchase. Zappos is trying to improve its
a. consumer index.
b. culture quotient.
c. conversion rate.
d. cust
c. conversion rate.
Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to
a. offset performance risk with financial risk.
b. reduce the cost of postpurchase advertising.
c. get t
e. minimize negative word of mouth and rumors.
Andrea and Karl got married a year ago and are ready to move out of their apartment and into a new home. After looking at several houses, they have developed a list of features that are important to them and that are different among the homes they have vi
c. determinant attributes.
American visitors to the Indonesian island of Bali are often aghast when they see the sign for the Swastika resort. Americans associate the swastika symbol with Nazi Germany while Indonesians associate the symbol with the four major elements on Earth. The
b. perceptions.
When mountain climbers purchase clothing for scaling Mount Everest, their purchases are primarily addressing __________ needs.
a. functional and psychological
b. functional
c. social
d. psychological
e. prepurchase
b. functional
Though he has never owned a Jaguar, Jerry thinks they are poorly made and have many mechanical problems. For Jaguar to sell Jerry a car, the company would need to change the __________ component of Jerry's attitude.
a. cognitive
b. social
c. physiological
a. cognitive
Beverage firms sometimes hire attractive young people to sit at fashionable bars, sipping the company's latest product offering. The firms hope these models will serve as a __________ and influence consumers.
a. evoked set
b. cognitive learning experiment
e. reference group
Many states have laws regulating the prices businesses charge during emergencies like hurricanes. These laws are designed to protect consumers whose __________ state may impair their ability to make sound purchase decisions.
a. physical
b. shopping
c. tem
c. temporal
Thanh has to decide which college to attend. This is the most important, riskiest, and most expensive decision she has ever made. She will be engaged in
a. extended problem solving.
b. low involvement decision making.
c. habitual decision making.
d. limit
a. extended problem solving.
Limited problem solving usually relies on
a. situational stimuli and attitudes.
b. past experience more than on external information.
c. financial analysis of performance risk.
d. evaluation of the universal set.
e. external search for information.
b. past experience more than on external information.
Steve wasn't sure what kind of salsa he wanted to get for his upcoming Super Bowl party. It seemed like there were dozens of varieties to choose from. He noticed that he could sample a few at a station in the store. He tried four, rejected two, and bought
c. in-store demonstrations.
Maslow's hierarchy of needs includes physiological needs at the lowest level and self-actualization at the top. The three levels in between are
a. safety, stability, and striving.
b. health, wealth, and happiness.
c. safety, love, and esteem.
d. community
c. safety, love, and esteem.
Stuart wanted to impress Janet with the perfect engagement ring. He had been saving money for months, and he noticed his attitudes and perceptions about diamond rings changing as he began paying attention to ads for rings. Marketers call this process
a. c
e. Learning.
Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to
a. minimize negative word of mouth and rumors.
b. get themselves into the universal set.
c. reduce the c
a. minimize negative word of mouth and rumors.
When Maya decided to buy a new computer, she thought about all the brands she could recall seeing advertised, but she would only consider those brands she could buy at her local Best Buy electronics store. This represents Maya's __________ set.
a. behavio
d. evoked
Apple computer users tend to like the company and love its products. Apple has nurtured this __________ component of its customers' attitudes.
a. social
b. affective
c. psychological
d. physiological
e. Cognitive
b. affective
Limited problem solving usually relies on
a. external search for information.
b. past experience more than on external information.
c. evaluation of the universal set.
d. financial analysis of performance risk.
e. situational stimuli and attitudes.
b. past experience more than on external information.
Before flying, Jaden researches the types of planes the airline uses, scans the plane for defects as it taxis up to the terminal, and follows the pilot and crew as they come through the airport. He has no experience as a pilot or airplane mechanic. Jaden
c. locus of control.
The consumer's level of involvement can lead to two types of buying decisions: __________ and __________.
a. physiological/safety; esteem/self-actualization
b. extended problem solving; limited problem solving
c. habitual; extended Incorrect
d. economic;
b. extended problem solving; limited problem solving
Once consumers have recognized a need, they begin to search for ways to satisfy that need. The internal search is characterized by
a. looking through the internal records of a firm, often found on the company website.
b. the influence of advertising. Inco
e. examining personal memories and knowledge.
Elena is in the process of buying a new car. There are many possible cars to choose from, but she is focused on a few she would actually consider buying. These make up her __________ set.
a. evoked
b. focus
c. universal
d. immediate Incorrect
e. Retrieval
a. evoked
To attract and maintain habitual purchasers, marketers spend considerable effort
a. creating strong brands and store loyalty.
b. analyzing consumer data for postpurchase dissonance signals. Incorrect
c. reducing financial risk and increasing psychological
a. creating strong brands and store loyalty.
Marketers love consumers who engage in __________, buying their company's product with little thought or consideration of alternatives.
a. extended problem solving
b. compensatory decisions
c. reference group consumption Incorrect
d. habitual decision mak
d. habitual decision making
When mountain climbers purchase clothing for scaling Mount Everest, their purchases are primarily addressing __________ needs.
a. social
b. functional
c. psychological
d. prepurchase
e. functional and psychological
b. functional
Many states have laws regulating the prices businesses charge during emergencies like hurricanes. These laws are designed to protect consumers whose __________ state may impair their ability to make sound purchase decisions.
a. shopping
b. physical
c. the
d. temporal
To attract and maintain habitual purchasers, marketers spend considerable effort
a. analyzing consumer data for postpurchase dissonance signals.
b. offering alternative brands. Incorrect
c. reducing financial risk and increasing psychological payout.
d. c
d. creating strong brands and store loyalty.
Negative attitudes are typically difficult for marketers to change because
a. most consumers' attitudes depend on prices.
b. attitudes shift consumers from limited to extended problem solving situations.
c. consumers weigh performance risk against functio
d. attitudes are learned and long lasting.
Generally, people buy one product or service instead of another because the
a. perceive it to be the better value for them.
b. prefer to avoid doing extended problem solving.
c. have conducted a thorough internal search for information.
d. want to get the
a. perceive it to be the better value for them.
Andr� was afraid his new condominium would look shabby to his future in-laws, so he had it painted just before their visit. Andr� was addressing his __________ risk.
a. physiological
b. psychological Incorrect
c. social
d. performance
e. Financial
c. social
Zappo's online shoe and clothing store has a unique way of dealing with abandoned shopping carts. If a site visitor places items into the shopping cart and then leaves the site without making a purchase, several days later Zappo's sends a humorous email s
d. conversion rate.
An online retailer needs to be able to measure how well its website converts purchase intentions into actual purchases. This is known as the
a. collection ratio.
b. consumer index. Incorrect
c. customer total.
d. conversion rate.
e. buyer quotient.
d. conversion rate.
Tomas, a bank employee, doesn't feel that his coworkers accept him. He decides to dress more casually, as they do, hoping to be accepted. Which level of Maslow's hierarchy of needs is Tomas trying to work on?
a. esteem
b. safety Incorrect
c. self-actualiz
d. love
Marketers often use principles and theories from sociology and psychology to better understand consumers' actions and to
A. develop basic strategies for dealing with their behavior.
B. contribute to the theoretical knowledge in those disciplines.
C. avoid
develop basic strategies for dealing with their behavior
The consumer decision process model represents
A. the concept of habitual decision making.
B. the retrieval of an evoked set based on physiological needs.
C. the steps that consumers go through before, during, and after making purchases.
D. the shift from
the steps that consumers go through before, during, and after making purchases
When Karen realized her dog had fleas, Karen had a
A. social perpetual incongruence
B. a psychological need
C. a cognitive learning failure
D. a universal shopping need
E. an unsatisfied need
E. an unsatisfied need
The greater the discrepancy between a consumer's needy state and the desired state, the greater
A. time needed to satisfy the need.
B. the effort consumers will invest in searching for alternatives.
C. the consumer's need recognition will be.
D. the size
c. the consumer's need recognition will be
Laura has a nearly new economy car, but she wants a Ford Mustang because she thinks it would be exciting to own one. If she decides to purchase a sports car such as the Mustang, she will be primarily fulfilling a __________ need.
A. functional
B. postpurc
D. psychological
A key to successful marketing is determining how to meet the correct balance of __________ needs that best appeals to the firm's target markets.
A. functional and social
B. postpurchase and prepurchase
C. safety and situational
D. psychological and physio
functional and psychological
By producing motorcycles that do more than get riders to their destinations and back, Harley Davidson is addressing consumer's ____________ needs.
A. functional and social
B. postpurchase and prepurchase
C. safety and situational
D. psychological and phys
E. functional and psychological
When the floor rusted through on her old car, Kelly knew she had a problem. Logically, Kelly's next step in the consumer decision process would be to
A. identify her need.
B. search for information about cars.
C. evaluate alternatives.
D. purchase a new c
search for information about cars
When Kelly began searching for a new car to replace her old, rusty one, she probably relied on __________ sources of information.
A. interpersonal and sensual
B. compensatory and noncompensatory
C. ritual and spiritual
D. psychological and functional
E. i
internal and external
When Brandon decided he needed a new car, he immediately called his old college roommate, who owns a BMW dealership, to ask questions about options and financing. Brandon was searching for information from
A. an external source.
B. an internal locus of co
an external source
Peter wanted an unbiased source of information to help him decide what brand of appliances to buy for his new condominium. Peter would most likely search for information from
A. the Sears catalog.
B. the Consumer Reports website.
C. the local Better Busin
the consumer reports website
Ryan believes he is responsible for his actions, and he will conduct extensive searches before making a purchase. Michael's favorite phrase, when confronted by the need to make a decision, is "Whatever." In marketing terms, Ryan is said to have a(n) _____
internal locus of control; external locus of control
Kathy has naturally curly hair and has often been disappointed with the haircuts she has received. When she moved to a new town, she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut. She ch
performance risk
Every year before he puts his boat in the water, James has his mechanic put a new battery in the boat. James is probably concerned with __________ risk.
A. psychological
B. financial
C. performance
performance
Jordana is a travel agent. Whenever she sells an expensive vacation package, she encourages the customer to buy travel insurance, which provides reimbursement in case of trip cancellation due to illness or another emergency. Jordana is trying to reduce he
financial
Consumers consider universal, retrieval, and evoked sets during which stage of the consumer decision process?
A. need recognition
B.postpurchase evaluation
C. information search
D. situational analysis
E. evaluation of alternatives
evaluation of alternatives
Marketers particularly want their brands and products to be in consumers'__________ sets.
A. universal
B. retrieval
C. evoked
D. deterministic
E. behavioral
evoked
__________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.
A. Retrieval
B. Financial
C. social
D. determinant
E. safety/performance
determinant
Jonathan prefers shirts made with 100% cotton, but he will sometimes buy shirts with less cotton if they are less expensive. Jonathan uses __________ to decide which shirts to buy.
A.a compensatory decision rule
B. a noncompensatory decision rule
C. habit
a compensatory decision rule
Dawn flies regularly between Atlanta and Los Angeles. She almost always uses Delta Airlines and has lots of Delta Sky Miles credit (Delta's frequent flyer program). Still, she uses an online fare comparison website each time to see whether a competitor ha
a compensatory decision rule
Jordana is buying a laptop computer to take on trips. Although she has looked at several brands, she refuses to buy a computer that weighs more than five pounds. Jordana is basing her decision on
A. a compensatory decision rule.
B. a noncompensatory decis
a noncompensatory decision rule
Marketers are particularly interested in postpurchase behavior because it
A. involves both compensatory and noncompensatory consumers.
B. offers insights into information search methods.
C. avoids situational conflicts.
D. involves actual rather than pote
involves actual rather than potential customers
Sometimes consumers have second thoughts after buying goods that are expensive, infrequently purchased, or associated with a high level of risk. This is an especially critical time for marketers, as their customers are dealing with
A. criteria reevaluatio
buyer's remorse
Many teenagers, both male and female, have clothes they purchased in the past that they would not be caught dead in today. When they occasionally see those clothes hanging in the back of their closet, these teenagers probably feel
A. cognitive bias.
B. po
postpurchase cognitive dissonance
Postpurchase cognitive dissonance is especially likely for products that are
A. cheap, poorly made, and made of plastic.
B. personally valuable, antique, or foreign-made.
C. simple, easily copied, and new.
D. psychologically soothing, purchased impulsivel
expensive, infrequently purchased, and associated with high levels of risk
Marketers frequently design customer relationship management programs to
A. retain loyal customers.
B. attract consumers who have safety needs.
C. reinforce postpurchase cognitive dissonance
retain loyal customers
Marketers fear negative word of mouth because when consumers are dissatisfied, they
A. are less likely to say something than when they are satisfied.
B. often want to complain to many people.
C. buy more of the product to prove they were correct in their
often want to complain to many people
After Sharon graduated from college, she found a steady and good-paying job, got married and began to raise a family, and began to receive recognition at work and in the community. Eventually, she began to devote more time and effort to intellectual and a
Maslow's hierarchy of needs
A(n) __________ is a need or want strong enough to cause the person to seek satisfaction.
A. locus of control
B. motive
C. attitude
D. perception
motive
Learning refers to a change in a person's thought process or behavior that arises from
A. attitudes.
B. experience.
C. risk analysis.
D. cultural norms.
E. postpurchase dissonance
experience
Christopher bought Timberland boots because he felt they were perfect for his outdoor activities. Patrick bought the same kind of boots because he felt they were stylish, especially with the logo clearly visible. The psychological factor driving Patrick's
lifestyle
A consumer's external social environment includes
A.
impulse, habitual, and limited problem solving processes.
B.
functional and psychological needs.
C.
universal, retrieval, and evoked sets.
D.
cognitive, affective, and behavioral environments.
E.
family
family, reference groups, and culture
Jennifer's spending decisions are heavily influenced by her family, her peers, and her religious education. These influences on her spending decisions are all ________ influences.
A.
psychological risk
B.
external social environment
C.
physiological need
external social environment
Before going on his first business trip to China, Brad asked his Chinese-American friend to advise him on customs and values common among the Chinese businesspeople he will likely encounter. Brad is trying to avoid __________ business blunders
A. referenc
cultural
__________ factors, such as the purchase situation, often override or influence psychological and social issues influencing consumers' purchase decisions.
A.
Situational
B.
Extended habitual
C.
Postpurchase dissonance
D.
Interpersonal
E.
Economic
situational
Brenda was planning a small dinner party and had gone to a new specialty food store with coupons she'd found in the food section of the paper. At the store, she also found a buy one, get one free deal and a gift offered with the purchase of a particular d
in store promotion
Consumers use and process different aspects of advertising or messages. __________ yields greater attention and deeper processing, and leads to strong attitudes and purchase intentions.
A.
An external locus of control
B.
High involvement
C.
Low involvemen
high involvement
Last semester, Henri bought his textbooks over the internet and saved a considerable amount of money. Classes start in a few days, and he needs to decide right away how and where to purchase his books. Henri will most likely engage in a(n) _____ process.
limited problem solving
For which of the following purchases would consumers most likely engage in limited problem solving?
A.
college courses
B.
a new car
C.
a home
D.
coffee to go, for a regular coffee drinker
E.
a location for a large wedding reception
college courses
The three components of an attitude are
A.
cognitive, affective, and behavioral.
B.
connected, applicable, and bearable.
C.
confident, achievable, and believable.
cognitive, affective, and behavioral
Alex decides to make a donation to the Autism Research Institute. Which component of an attitude toward autism research does this represent?
A. behavioral
B. affective
C. cognitive
D. affordable
E. connected
behavioral
There are five types of risks associated with purchase decisions. Which of the following best describes a situation where your new car stalls in the middle of a busy intersection?
A.
physiological risk
B.
social risk
C.
financial risk
D.
functional risk
E
physiological risk
Barak is considering buying a hybrid car, but he's not sure that he believes the gas mileage estimates. Barak is concerned about
A.
physiological risk.
B.
social risk.
C.
financial risk.
D.
safety risk
E.
performance risk
performance risk
__________ are the three types of attribute sets.
A.
Universal, retrieval, and evoked
B.
University, relatives, and expression
C.
United, relations, and exploration
D.
Urban, random, and exchange
E.
Unanimity, rule, and express
universal, retrieval, and evoked
While on vacation, Martha had her camera stolen. Not wanting to waste vacation time shopping for a new camera, Martha simply purchased another camera just like her old one. For Martha the __________ was low.
A.
perceived benefit versus perceived cost of s
perceived benefit versus perceived cost of search
Americans often equate bigger with better, and prefer larger cars, TV screens, homes, even meals. Researchers suspect that in doing so, we are trying to reduce __________ risk in the consumer decision process.
A.
psychological
B.
financial
C.
performance
psychological