Deck 6: Consumer Buying Behavior

Question 1

How does the level of involvement affect the type of consumer problem-solving process that a person uses?

Answer 1

A major determinant of the type of decision making process employed depends on
the customer's level of involvement. High-importance issues, such as health care, are also associated with high levels of involvement. Low-involvement products are much less expensive and have less associated social risk, such as grocery or
drugstore items. A person's interest in a product or product category that is ongoing and long-term is referred to as enduring involvement. Most consumers have an enduring involvement with only a very few activities or items-these are the
product categories in which they have the most interest. Many consumers, for instance, have an enduring involvement with Apple products, a brand that inspires
loyalty and trust. In contrast, situational involvement is temporary and dynamic and results from a particular set of circumstances, such as the sudden need to buy a new bathroom faucet after the current one starts leaking and will not stop.

Question 2

Problem recognition occurs when a consumer:

A) searches for information to resolve a problem.
B) becomes aware that there is a difference between a desired state and an actual condition.
C) recognizes a need.
D) evaluates her or his purchase.
E) is exposed to a television advertisement.

Answer 2

B

Question 3

Identify and describe the five major categories of situational influences.

Answer 3

Situational factors can be classified into five categories: physical surroundings, social surroundings, time perspective, reason for purchase, and the buyer's momentary mood and condition. Physical surroundings include location, store atmosphere, scents, sounds, lighting, weather, and other factors in the physical
environment in which the decision making process occurs. Social surroundings include characteristics and interactions of others who are present during a purchase decision, such as friends, relatives, salespeople, and other customers. The time dimension influences the buying decision process in several ways. It takes varying
amounts of time to progress through the steps of the buying decision process,
including learning about, searching for, purchasing, and using a product. Time also plays a role when consumers consider the frequency of product use, the length of time required to use it, and the overall product life. The reason for purchase
involves what the product purchase should accomplish and for whom. The buyer's moods like anger, anxiety, or contentment or conditions like fatigue, illness, or having cash on hand may also affect the consumer buying decision process. Such moods or conditions are momentary and occur immediately before the situation where a buying decision will be made.

Question 4

The five major stages of the consumer buying decision process, in order, are

A) information search, establishment of product criteria, evaluation of alternatives, purchase, and post purchase evaluation.
B) problem recognition, information search, evaluation of alternatives, purchase, and post purchase evaluation.
C) problem recognition, information search, evaluation of alternatives, pre purchase evaluation and purchase.
D) information search, evaluation of alternatives, purchase, trial adoption period, and post purchase evaluation.
E) problem recognition, purchase, evaluation of alternatives, post purchase evaluation, and rebuy.

Question 5

In what ways can the buyer's moods or conditions affect the consumer buying decision process?

Question 6

Discuss how perceptual processes may influence the consumer buying decision process.

Question 7

How does an individual's social class influence the products he or she buys?

Question 8

Which of the following statements about the consumer buying decision process is true?

A) Consumers progress through the five stages of this process for all limited problem-solving decisions.
B) Although all of the steps in the process are used in all decision processes, the order tends to depend on the customer's level of involvement.
C) The key element of the process that exists in all consumer buying decision processes is the purchase of the product.
D) Once the purchase of a product has been made, the consumer buying decision process is complete.
E) The buying decision process can be affected by situational, social, and psychological influences.

Question 9

List the three major ethnic subcultures in the United States that the U.S. marketers focus on.

Question 10

Describe a few methods that help marketers gauge consumer attitudes.

Question 11

When Julia goes for the first class of her Operations Management course, she finds out that in addition to the textbook she already purchased, she also needs a copy of the book The Goal. Julia is in the stage of the consumer buying decision process.

A) purchase
B) evaluation of alternatives
C) problem recognition
D) information search
E) pre purchase evaluation

Question 12

Why is it important for marketers to understand the consumer buying behavior?

Question 13

List the five stages of the consumer buying decision process and mention the numerous influences that can affect this process.

Question 14

Describe personality and mention a possible reason for the weak association between personality and consumer buying behavior.

Question 15

Discuss how reference groups and opinion leaders influence purchase behavior.

Question 16

What can marketers do to reduce cognitive dissonance in a consumer who has just purchased an expensive product?

Question 17

What is Maslow's hierarchy of needs? List the five levels in Maslow's hierarchy of needs.

Question 18

Marketers attempt to understand because customers' overall opinions and attitudes toward a firm's products have a great impact on the firm's success.

A) buying motive
B) buying behavior
C) consumer socialization
D) response behavior
E) consumer perception

Question 19

Why is it important for marketers to understand the cultural and subcultural influences that may affect the consumer buying decision process?

Question 20

People who purchase products for personal or household use and do not buy products for business purposes are called the:

A) ultimate consumers.
B) initiators.
C) organizational buyers.
D) commercial consumers.
E) gatekeepers.

Question 21

A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a separate phone line. The buyer has expressed his or her:

A) cognitive dissonance.
B) service characteristics.
C) consideration set.
D) evaluative criteria.
E) information search criteria.

Question 22

When shopping for a detergent, Josh looks at Tide, Fresh Start, Surf, and All; and chooses the one that is on sale. These four brands make up his set.

A) alternate
B) purchase
C) consideration
D) problem
E) imposed

Question 23

In the consumer buying decision process, the information search stage:

A) yields a group of brands that a buyer views as possible alternatives.
B) involves a buyer becoming aware of the need for a product.
C) is not necessary when the buyer is involved in extensive decision making.
D) occurs immediately after evaluation of alternatives.
E) is lengthy for routine response buying behavior.

Question 24

After doing considerable shopping, Eric has just decided what brand and type of athletic shoes to buy and where he's going to buy them. In what stage of the consumer buying decision process is Eric?

A) Problem recognition
B) Information search
C) Evaluation of alternatives
D) Purchase
E) Post purchase evaluation

Question 25

When Trevor realizes his liquor cabinet supply is exhausted due to last weekend's party, he thinks about all the types of liquor he would like and also seeks suggestion from the clerk at the store. Trevor then considers each possible alternative. In doing so, Trevor has placed the types of liquor in a(n):

A) evaluative set.
B) alternative set.
C) evoked set.
D) routinized set.
E) internal set.

Question 26

Justin is purchasing his third car in the past five years. He has been a car enthusiast ever since he was a young boy. Justin likes to spend his free time looking at car magazines, going to car shows, and watching NASCAR. Justin's interest in cars is referred to as:

A) situational involvement.
B) dynamic involvement.
C) enduring involvement.
D) tapering involvement.
E) routinized involvement.

Question 27

After purchasing a product, post purchase evaluation may result in cognitive dissonance. Cognitive dissonance is:

A) the congruence between external and internal searches for available primary and secondary product information.
B) a function of the manner in which the manufacturer of the product describes its attributes.
C) a person's interest in a high­cost product or product category that is ongoing and long­term.
D) the establishment of criteria for comparing purchase products.
E) doubts that occur because the buyer questions whether the decision to purchase the product was right.

Question 28

Claire is beginning to wonder if she has made the right decision about purchasing a new HP Laptop after she sees a friend with a new Dell. Claire's doubt whether she made the right decision occurs during the of the buying decision process.

A) cognitive dissonance phase
B) purchase phase
C) evaluation of alternatives phase
D) information search phase
E) post purchase evaluation phase

Question 29

Jeff needs to buy his textbooks for the coming semester of college. It is only two weeks before the first day of class, and he still has not made a purchase. Jeff wants to buy them somewhere other than the bookstore since he is still living at his parents' home and won't be on campus until the day before class. Jeff goes online and looks for sites that sell the textbook. Then he remembers that one of his friends had said something earlier about finding the book for a great price. Jeff then calls his friend to get the name of the site. In terms of Jeff's buying decision process, his calling a friend was .

A) problem recognition
B) internal informational search
C) external information search
D) cognitive dissonance
E) evaluation of alternatives

Question 30

The three major categories of influences on the consumer buying decision process are:

A) situational influences, demographic influences, and psychological influences.
B) social influences, situational influences, and marketer-dominated influences.
C) demographic influences, situational influences, and marketer-dominated influences.
D) situational influences, social influences, and psychological influences.
E) marketer-dominated influences, psychological influences, and person-specific influences.

Question 31

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is:

A) the importance and intensity of interest in a product in a particular situation.
B) the buyer's perception, motives, and abilities.
C) the circumstances, time, and location that affect the consumer buying process.
D) the particular circumstance or environment in which consumers find themselves.
E) a combination of an individual's demographic factors.

Question 32

A group of brands that a consumer views as alternatives for possible purchase is called a(n):

A) evoked set.
B) awareness set.
C) inert set.
D) external source.
E) evaluation criteria.

Question 33

In shopping for a new laptop computer for her master's degree program, Jocelyn has narrowed the alternatives to four brands. She is considering Dell, Toshiba, Sony, and Hewlett-Packard. These four brands make up Jocelyn's:

A) awareness set.
B) evoked set.
C) framing set.
D) external search.
E) inert set.

Question 34

Stefanie is shopping for groceries at her local supermarket. As she picks up laundry detergent, she sees the display of bathroom cleaners and remembers that she is about to run out of it at home. Stefanie tries to remember the specific brand that she used last time, because she thought that was the best in terms of performance and value. In terms of the consumer buying decision process, Stefanie's trying to remember what brand she last used is an example of .

A) internal information search
B) evaluation of alternatives
C) post purchase evaluation
D) evaluation of alternatives
E) post purchase evaluation

Question 35

When, in their information search, consumers focus on communication with friends and relatives, they are utilizing _____ sources.

A) internal
B) personal
C) marketer-dominated
D) direct
E) organizational

Question 36

A major determining factor in deciding which type of problem-solving process should be used depends on the individual's intensity of interest in a product and the importance of the product for that person. This is known as an individual's:

A) motivational structure.
B) routinized response behavior.
C) level of involvement.
D) cognitive dissonance.
E) criteria of evaluation.

Question 37

Evaluative criteria for brands within the consideration set are both:

A) selective and expansive.
B) objective and subjective.
C) internal and external.
D) extended and routinized.
E) perceptive and selective.

Question 38

During which stage of the consumer buying decision process does a consumer finally decide the seller from whom he will buy the product?

A) Internal search
B) External search
C) Post purchase evaluation
D) Purchase
E) Problem recognition

Question 39

Within the information search step of the consumer buying decision process, the two primary aspects that exist are:

A) consideration and evoked sets.
B) personal information and non-personal information.
C) selective retention and selective distortion.
D) internal search and external search.
E) company-produced information and internal information.

Question 40

After purchasing a new Lexus, Brandon sees an Infinity pass by on the street and begins to wonder if he made the right choice. Brandon is experiencing:

A) routinized response behavior.
B) cognitive dissonance.
C) situational involvement.
D) alternative evaluation.
E) enduring involvement.

Question 41

Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do some comparison shopping before making a purchase decision. Jenny is engaging in:

A) routinized response behavior.
B) extended decision making behavior.
C) limited decision making behavior.
D) impulse buying.
E) intensive problem solving.

Question 42

Beth Hines is buying furniture for her apartment for the first time. She is spending considerable time and effort comparing the products that different stores offer. Which type of decision making process is she using?

A) Selective
B) Intensive
C) Extended
D) Impulsive
E) Routinized

Question 43

Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter, she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of:

A) limited decision making.
B) impulse buying.
C) routinized response behavior.
D) addictive consumption.
E) extended decision making.

Question 44

Which of the following consumer decision making processes will probably be used in purchasing toothpaste?

A) Extended decision making
B) Routinized response behavior
C) Enduring involvement
D) Limited decision making
E) Perceptual mapping

Question 45

The three most widely recognized types of consumer decision making are:

A) limited decision making, extended decision making, and routinized response behavior.
B) extended decision making, enduring decision making, and situational decision making.
C) planned decision making, impulse buying, and limited decision making.
D) internal decision making, external decision making, situational behavior.
E) responsive behavior, planned behavior, and impulsive decision making.

Question 46

Routinized response behavior is displayed by a consumer when:

A) purchasing an unfamiliar product.
B) buying frequently purchased, low-cost items that need little effort.
C) an information search is extensive and may involve consulting with friends and family.
D) buying products that require a moderate amount of time for information gathering and deliberation.
E) he or she enters the problem recognition stage of the consumer buying decision process.

Question 47

Which of the following buying situations is most consistent with routinized response behavior?

A) Ian buying his first pair of basketball shoes
B) Molly buying a new set of tires for her car
C) Aaron buying a new fishing rod and reel
D) Stephanie buying bottled water
E) Bryan buying a new software program

Question 48

While shopping at a local grocery store, Tim sees a display of his favorite brand of energy drink. He buys some to take home for the weekend. This purchase process would be described as:

A) routinized response behavior.
B) extended decision making.
C) limited decision making.
D) situational awareness.
E) enduring involvement.

Question 49

Stacy is going to the store to buy milk and cereal. She will most likely use in her consumer decision-making process.

A) routinized response behavior
B) limited decision making
C) extended decision making
D) perceptual mapping
E) enduring involvement

Question 50

Cole's smartphone is two years old and he would like to have a new one. He is not a gadget freak. However, this time he wants to make sure that the phone he buys has a longer battery charge and better geographic coverage, since he is travels three days a week for his new job. Cole is most likely to use for this purchase.

A) routinized response behavior
B) limited decision making behavior
C) perceptual mapping
D) enduring involvement
E) extended decision making behavior

Question 51

For which of the following products would a consumer most likely use limited decision making behavior?

A) Detergent
B) Toothpaste
C) Automobile
D) Hair dryer
E) Soft drinks

Question 52

Extended decision making is the type of consumer decision making process that:

A) involves no conscious planning but rather a powerful and persistent urge to buy something.
B) comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.
C) requires a moderate amount of time for information gathering and search from internal and external resources.
D) is the creation and maintenance of a collection of products that satisfy a person's needs and wants.
E) requires very little search-and-decision effort and is practiced when buying low-cost and frequently purchased products.

Question 53

When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar product category, he or she will most likely engage in:

A) perceptual mapping.
B) routinized response behavior.
C) extended decision making.
D) impulse searching.
E) limited decision making.

Question 54

Claire will be traveling to London next month for an official conference. Therefore, she has decided to retire the old college luggage for a more professional-looking version and has begun to evaluate various brands. Claire is most likely facing in this particular purchase.

A) enduring involvement
B) perceptual involvement
C) internal retention
D) situational involvement
E) selective retention

Question 55

Evan has just shifted to a new apartment in the suburbs. Currently, he is making purchases for his new apartment. His purchase of would most likely be done through extended decision making behavior.

A) a new suit
B) bed sheets
C) bath towels
D) flat screen TV
E) groceries

Question 56

When a new variety of Kashi whole-grain breakfast cereals is first introduced, consumers will most likely engage in when deciding whether or not to purchase this new product.

A) extended decision making
B) limited decision making
C) perceptual mapping
D) routinized response behavior
E) impulse buying

Question 57

Teri went to Sam's Wholesale Club to shop for a party she was hosting on the weekend. She knew that she could buy larger quantities of food items than she normally did, and it would also be much less expensive. She checked everything off her list and proceeded to the checkout lines. Passing a display of fresh flowers, she thought "Wouldn't those be nice for the party?" She selected one of the bouquets and placed it in her cart. Which of the following is most likely true in this scenario?

A) Teri is engaged in limited decision making when selecting the food for her party, and impulse buying when selecting the flowers.
B) Teri is engaged in impulse buying when selecting the food for her party, and routinized response behavior when selecting the flowers.
C) Teri is engaged in extended decision making when selecting the food for her party, and compulsive response behavior when selecting the flowers.
D) Teri is engaged in limited decision making when selecting the food for her party, and cognitive dissonance when selecting the flowers.
E) Teri is engaged in routinized response behavior when selecting the food for her party, and compulsive response behavior when selecting the flowers.

Question 58

Jose and Teresa are searching for an apartment. Which of the following forms of decision-making processes will best suit this purpose?

A) Extended decision making behavior
B) Limited decision making behavior
C) Impulse buying
D) Routinized response behavior
E) Intensive response behavior

Question 59

Which of the following products would probably require extended decision making before a purchase?

A) Products purchased frequently
B) Low-involvement products
C) Products that are purchased routinely
D) Expensive products
E) Products purchased as a result of social influences

Question 60

Kellogg's is introducing a new bran waffle for toasters. Television commercials will be a key element in communicating the benefits associated with this product. Based on this approach of Kellogg's, which of the following types of decision making processes will Kellogg's most likely expect from its customers?

A) Routinized response behavior
B) Limited decision making behavior
C) Extended decision making
D) Impulse buying
E) Extensive response behavior

Question 61

As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense organs. Brianna is experiencing the process of:

A) exposure.
B) motivation.
C) learning.
D) attitude formation.
E) perception.

Question 62

Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not. This is known as selective:

A) exposure.
B) distortion.
C) retention.
D) information.
E) framing.

Question 63

The five categories of situational influences are:

A) product involvement level, physical surroundings, social surroundings, time perspective, and purchase reason.
B) antecedent states, physical surroundings, social surroundings, time perspective, and space dimensions.
C) social surroundings, physical surroundings, time pressures, purchase reason, and lifestyles.
D) purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood.
E) store atmosphere, location, aromas, sounds, and lighting.

Question 64

Grant Turner makes an appointment to visit with a new dermatologist in town because of recent bad sunburn. When he arrives at the dermatologist's office, Grant notices a foul odor in the air, worn floor coverings, cluttered rooms that have paint peeling from the walls, and poor lighting. However, the other patients in the waiting room were talking about how much they liked the doctor. While Grant viewed the dermatologist as competent, Grant decided not to visit him again even though the dermatologist recommended a follow-up. Which situational influences are most likely to have affected Grant's decision?

A) Social surroundings
B) Momentary mood
C) Antecedent states
D) Purchase reasons
E) Physical surroundings

Question 65

Mario and his friend have been talking about their love for Bose headphones and speakers. Mario's friend mentions a consumer report that he read the week before that stated Bose products had higher prices but lower quality than in previous years. Mario thought to himself that perhaps his friend had misread the report, because Bose had always been the best. This perceptual process is known as selective:

A) exposure.
B) distortion.
C) retention.
D) information.
E) organization.

Question 66

When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This principle is called:

A) interpretation.
B) retention.
C) distortion.
D) closure.
E) framing.

Question 67

Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called:

A) motives.
B) lifestyles.
C) perceptions.
D) attitudes.
E) traits.

Question 68

In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These sensations are called:

A) selective inputs.
B) olfactory receptors.
C) information inputs.
D) perceptual motives.
E) psychological influences.

Question 69

Jessie was out with a group of friends this evening for dinner at a local restaurant and then a movie. While the service at the restaurant was slow, and the food was not very good, Jessie still had a great time and left with a positive opinion of the restaurant experience. Jessie's purchase decision was likely influenced by .

A) Physical surroundings
B) Social surroundings
C) Purchase reasons
D) Buyer's momentary mood and condition
E) Pressures created by time factors

Question 70

According to Maslow's hierarchy of needs,:

A) individuals simultaneously try to satisfy all five levels of needs.
B) self-actualization needs are the most basic needs to be met, for most individuals.
C) safety needs include the need for food, clothing, and shelter.
D) levels of needs are different for everyone, and people try to satisfy them in a different order.
E) esteem needs include people's desire respect and recognition from others.

Question 71

The primary psychological influences on consumer behavior are:

A) perception, motives, learning, attitudes, personality, and lifestyles.
B) attitudes, perception, retention, exposure, roles, and lifestyles.
C) attitudes, perception, social class, culture, and learning.
D) perception, motives, reference groups, social class, and personality.
E) lifestyles, personality, perception, motives, attitudes, and culture.

Question 72

Assignment of meaning to organized information inputs is best defined as:

A) motivation.
B) redefinition.
C) framing.
D) interpretation.
E) selection.

Question 73

Mark is shopping for a new suit to wear to an important interview. He really wants to impress his prospective employer and is shopping at many stores to find the right outfit. Martin is using which type of consumer decision making process?

A) Routinized response behavior
B) Habitual response
C) Impulse buying
D) Extended decision making
E) Perceptual mapping

Question 74

A salesperson at Best Buy tells Donovan that the Sony Notebook is one of the most reliable computer notebooks ever made. Donovan, however, has just heard about a second Sony recall for this model because of overheating. If Donovan engages in selective distortion, his most likely response will be to:

A) buy the Sony Notebook without a second thought.
B) forget the information from the salesperson.
C) ignore the recall as a fluke.
D) focus on positive aspects of the Sony.
E) cease shopping for a computer notebook at this time.

Question 75

After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual:

A) organization.
B) attention.
C) retention.
D) interpretation.
E) redefinition.

Question 76

Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least important. These needs, in order from highest level to basic are:

A) psychological, physiological, safety, social, and esteem.
B) physiological, safety, esteem, social, and self-actualization.
C) physiological, psychological, safety, social, and esteem.
D) physiological, safety, social, esteem, and self-actualization.
E) physiological, esteem, safety, self-actualization, and psychological.

Question 77

Shortly after moving into their new home, Mark and Katherine Gould purchased and installed smoke detectors and an alarm system. With respect to Maslow's hierarchy of needs, the Goulds are concerned about fulfilling their need for:

A) survival.
B) safety.
C) self-actualization.
D) esteem.
E) belonging.

Question 78

Perception is a three-step process that involves:

A) motivation, personality, and attitudes.
B) classifying, recording, and eliminating information received through the senses.
C) collecting, eliminating, and organizing information inputs.
D) selecting, organizing, and interpreting information inputs.
E) anticipating, classifying, and discarding information inputs.

Question 79

Monique reads through her emails containing advertisements for sweaters from H&M, purses from JC Penney, and tennis shoes from Foot Locker. Later while at the mall, she remembers only the shoe ad, thanks to the recent tear in her own Reeboks. Monique has engaged in selective:

A) distortion.
B) exposure.
C) analysis.
D) retention.
E) organization.

Question 80

Selective exposure refers to:

A) targeting only certain parts of the total market.
B) admitting only certain inputs into consciousness.
C) the circumstances or conditions that exist when a consumer is making a purchase decision.
D) changing or twisting received information.
E) remembering inputs that support personal feelings and beliefs and forgetting those that do not.