Exam 5: Consumer and Business Behaviour

Consumer behaviour refers to the decision processes, purchasing and consuming acts of end-user consumers and those consumers who purchase products for personal or household consumption.

An unplanned buying behaviour resulting from a powerful urge to buy something immediately is called:

The actions and activities associated with a position one holds within a group, organisation or institution constitute:

Which method of business buying is most likely to be used when the products being purchased are standardised based on certain characteristics?

Children often achieve __________ by observing parents and older siblings in purchase situations and then through their own purchase experiences.

Most business buying decisions are made by:

Product availability plays a major role in the purchase stage.If the highest-ranked product is unavailable, the consumer will most likely purchase the brand ranked second.

Use the following to answer questions Samsung is entering the home appliance market with its new French-door refrigerator.In designing the production facility, it has a need for various pieces of equipment, including a perpetual assembly belt-drive, quasi-assembly pods and finishing stations.The purchasing agent for the appliance division is inquiring about who will be needed for input on the purchasing decision.Samsung has already contacted several producers of the quasi-assembly pods and has begun negotiations with their sales representatives. -Which group should Samsung not include in its buying centre for the new equipment?

Use the following to answer questions Samsung is entering the home appliance market with its new French-door refrigerator.In designing the production facility, it has a need for various pieces of equipment, including a perpetual assembly belt-drive, quasi-assembly pods and finishing stations.The purchasing agent for the appliance division is inquiring about who will be needed for input on the purchasing decision.Samsung has already contacted several producers of the quasi-assembly pods and has begun negotiations with their sales representatives. -What was the first step of the buying decision process that Samsung went through when it was looking for the quasi-assembly pods?

Use the following to answer questions Both the Toyota Sienna and the Nissan Quest are very popular choices for family vans.Toyota noticed that the majority of its customers are families with three or more children, so they developed commercials featuring larger families.They also produced commercials with Anglo-looking actors. Alicia Smith and her husband, Tony, are currently shopping for a van for their family.As Alicia watched an advertisement on TV about the Nissan Quest, she noticed that the Nissan costs about $27 000 and offers fuel consumption of about 17 km/litre.She recalled an earlier ad for the Toyota Sienna, which also costs about $27 000, but it offers fuel consumption of about 21 km/litre.Also, Alicia liked the way the family was portrayed in the Toyota ad, with the children in the back seats having plenty of room, watching DVDs and having their own sound controls. When Alicia spoke to Tony about how much she liked the Toyota van, he replied that the fuel consumption was too high at 16 km/litre.Because Alicia did not agree with that number, he produced a magazine ad that supported his claim of the 16 km/litre for the Toyota.Alicia could not believe that she had made such an error in hearing what the fuel consumption was for the Toyota. -Tony's knowledge of the correct fuel consumption is an example of the __________ component of his attitude towards the Toyota, while Alicia's feelings about the children in the commercial being happy in the Toyota van were an example of the __________ component of her attitude.

The stages of the business buying decision process, in order, are:

Reseller markets consist of intermediaries that buy finished goods and resell them for profit.

The choice of a seller may actually affect the final product selection during the purchase stage of the consumer decision-making process.

The evaluative criteria are objective product characteristics that are important to a specific buyer when purchasing a product.They are not subjective.

Use the following to answer questions Precision Brake Company is a supplier of brake components to the manufacturers of lawn tractors and four-wheel ATVs.It also sells its products to independent repair centres, dealers and other wholesalers in Victoria.Precision Brake has done research on the demand for lawn tractors and found that most manufacturers are in New South Wales.Research has also shown that most of the dealers who sell directly to individual consumers are in Queensland, while dealers who sell to small business landscaping companies tend to be located in South Australia.Company executives are considering expansion of its distribution to markets in Western Australia. -When Precision Brake's sales team calls on tractor manufacturing companies, the first person they usually talk to is the receptionist.In this example, receptionists would be considered to be __________, part of the buying centre.

Use the following to answer questions When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others. -A dissatisfied Skola's Auto Repair customer told a friend about his experience.The friend is a long-time Skola's customer and, the next day, did not remember what her friend had told her.This is an example of:

Which statement about how a consumer organises inputs that reach awareness is most accurate?

Roy Morgan's 10 values segments include:

Expecting ethical business behaviour reflects our culture.

After deciding to order replacement parts for ageing machinery, the buyer for a construction company examines catalogues and trade publications looking for these parts.The buyer is at which stage in the business buying decision process?