Deck 6: Consumer Behavior

Question 1

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

Answer 1

Answer not provided.

Question 2

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

Answer 2

Answer not provided.

Question 3

Abercrombie & Fitch is developing a program to get to know its customers.Which of the following is not a reason why A&F needs to understand consumer buying behavior?

A) customer's reactions to marketing strategy can impact the firm's success
B) all customers are the same when it comes to buying behavior
C) a firm should create a marketing mix that satisfies customers
D) it helps the marketer predict how consumers will respond to marketing strategies
E) the marketing concept stresses that a firm should know its customers

Answer 3

B

Question 4

Compare and contrast the three major ethnic subcultures in the United States.

Question 5

Why are consumer attitudes an important issue for marketers to study? Can attitudes be changed easily by marketers? Explain.

Question 6

Compare and contrast the three major types of consumer problem-solving processes.

Question 7

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

Question 8

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

Question 9

What is Maslow's hierarchy of needs? How does it apply to the consumer buying decision process?

Question 10

In what ways does an individual's personality affect his or her buying behavior?

Question 11

Identify and describe the five major categories of situational influences.

Question 12

Purchasers who intend to use or benefit from the purchased product and do not buy products for business purposes are called the

A) ultimate consumers.
B) end-use consumption group.
C) business market.
D) household purchasing group.
E) organizational market.

Question 13

Why is it important for marketers to recognize the stages that a consumer goes through in making a purchase decision?

Question 14

Justin is purchasing his third car in the past five years.He has been a car enthusiast ever since he was a little boy.He 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) dynamic buying behavior.
E) situational buying behavior.

Question 15

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 amount of external search that an individual puts into the decision-making process.
D) the particular circumstance or environment in which consumers find themselves.
E) a combination of an individual's demographic factors.

Question 16

Discuss how reference groups and opinion leaders influence purchase behavior.

Question 17

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

Question 18

How have subcultures changed in the United States since 1990? How are the expected to change in the upcoming years?

Question 19

Draw and label the consumer buying decision process and include the possible influences on the process.

Question 20

In what ways can situational influences affect the consumer buying decision process?

Question 21

Which product listed would most likely be purchased through routinized response behavior?

A) Car
B) Desk
C) Shirt
D) Soft drink
E) Television set

Question 22

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) enduring purchase behavior.
B) routinized response behavior.
C) extended problem solving.
D) impulse searching.
E) limited problem solving.

Question 23

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 problem solving
B) limited problem solving
C) situational solving behavior
D) routinized response behavior
E) automatic processing behavior

Question 24

Chloe and Max are searching for a health club to join.This purchase will likely be affected by ____ involvement.

A) low
B) internal
C) enduring
D) evoked
E) perceived

Question 25

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 26

While shopping at a Kroger grocery store,Tom sees a display of his favorite brand of diet cola.He buys a six-pack to take home for the weekend.This purchase process would be described as

A) routinized response behavior.
B) extended problem solving.
C) limited problem solving.
D) situational perception.
E) enduring involvement.

Question 27

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) evaluative criteria.

Question 28

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 problem solving.
C) limited problem solving.
D) impulse buying.
E) intensive problem solving.

Question 29

Jose and Teresa are searching for a new cellular phone.They will most likely engage in which one of the following forms of problem solving?

A) Extended problem solving
B) Limited problem solving
C) Impulse buying
D) Routinized response behavior
E) Intensive response behavior

Question 30

Extended problem solving is the type of consumer problem-solving process that

A) involves no conscious planning but rather a powerful and persistent urge to buy something.
B) is the most complex problem-solving behavior,which 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.
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 31

Which of the following consumer problem-solving processes will probably be used in purchasing toothpaste?

A) Extended problem solving
B) Routinized response behavior
C) Intensive problem solving
D) Limited problem solving
E) Perceptual scanning

Question 32

Stacy is going to the store to buy a gallon of milk.She will most likely use ____ in her consumer decision-making process.

A) routinized response behavior
B) limited problem solving
C) extended problem solving
D) perceptual scanning
E) evaluation of alternatives

Question 33

Which of the following products would probably require extended problem solving before a purchase?

A) Products purchased frequently
B) Products to be purchased in the future
C) Products that are purchased routinely
D) Expensive products
E) Products purchased as a result of social influences

Question 34

For which of the following products would a consumer most likely use limited problem solving?

A) Detergent
B) Toothpaste
C) Automobile
D) Hair dryer
E) Washing machine

Question 35

The three most widely recognized types of consumer problem solving are:

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

Question 36

Routinized response behavior is what a consumer does 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 37

Temporary and dynamic factors that result from a particular set of circumstance a consumer is facing when making purchase decisions characterize

A) enduring involvement.
B) extended problem solving.
C) selective exposure.
D) situational involvement.
E) selective retention.

Question 38

In contrast to extended problem solving,routinized response behavior requires

A) careful deliberation before making a choice.
B) less information about products.
C) more time.
D) considerable thought.
E) more money.

Question 39

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 that decision,Kellogg's is expecting consumers to engage in what form of problem solving?

A) Routinized response behavior
B) Limited problem solving
C) Extended problem solving
D) Impulse buying
E) Extensive response behavior

Question 40

Which of the following purchases would most likely require a consumer to use extended problem solving?

A) Audio equipment
B) Shaving cream
C) Cereal
D) Kitchen napkins
E) Gasoline

Question 41

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 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 problem-solving process is she using?

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

Question 43

As Jeff runs out of shaving cream,he immediately tries to remember what he did the last time this happened.He is engaging in

A) external search.
B) consideration set development.
C) internal search.
D) cognitive dissonance.
E) alternative evaluation.

Question 44

Within the information search step of the consumer buying decision process,what two primary aspects exist?

A) Consideration sets 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 45

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

A) Evaluation of alternatives
B) Information search
C) Source selection
D) Purchase
E) Problem recognition

Question 46

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 problem solving.
B) impulse buying.
C) routinized response behavior.
D) addictive consumption.
E) situational involvement.

Question 47

When shopping for 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 48

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) framing characteristics.
B) service characteristics.
C) consideration set.
D) evaluative criteria.
E) information search criteria.

Question 49

When Trevor realizes his liquor cabinet supply was devastated by last weekend's party,he first retrieves information from his memory about what types of liquor he and his friends like most and then asks the attractive clerk at the liquor store what she would recommend.Trevor started with a(n)____ search and then progressed to a(n)____ search.

A) consideration; evaluative
B) focused; broad
C) internal; external
D) routinized; extended
E) self; inclusive

Question 50

When Julia goes to 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.At which stage of the consumer buying decision process is Julia?

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

Question 51

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 52

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

A) dissonance group.
B) evaluative group.
C) framing set.
D) external search results.
E) consideration set.

Question 53

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) Consumers making limited problem-solving decisions may not go through all five steps of the process.

Question 54

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 postpurchase evaluation
B) problem recognition,information search,evaluation of alternatives,purchase,and postpurchase evaluation.
C) problem recognition,information search,evaluation of alternatives,postpurchase evaluation and purchase.
D) information search,evaluation of alternatives,purchase,trial adoption period,and postpurchase evaluation.
E) problem recognition,purchase,evaluation of alternatives,postpurchase evaluation,and rebuy.

Question 55

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 problem-solving process?

A) Routinized response behavior
B) Habitual response
C) Information search
D) Extended problem solving
E) Intensive problem solving

Question 56

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

A) impulse buying.
B) habitual buying.
C) compulsive response behavior.
D) non-problem solving.
E) cognitive dissonance.

Question 57

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.

Question 58

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 59

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

A) evoked set.
B) acceptance group.
C) brand preference.
D) selective retention group.
E) evaluation criteria.

Question 60

As Steve is shopping for groceries,he notices a product on the shelf and remembers that he is about to run out of it at home.In terms of the consumer buying decision process,Steve just experienced

A) problem recognition.
B) high involvement.
C) postpurchase evaluation.
D) information search.
E) evaluation of alternatives.

Question 61

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 62

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

A) interpretation.
B) completion.
C) distortion.
D) closure.
E) linking.

Question 63

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 64

____ are situational influences that include the characteristics and interactions of others who are present when a purchase decision is being made,such as friends,relatives,and salespeople.

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

Question 65

All of the following are marketer-dominated sources of information except

A) salespeople.
B) advertising.
C) packaging.
D) friends.
E) displays.

Question 66

Bob Turner makes an appointment to visit with a new dermatologist in town to determine whether he should have several moles on his neck removed.When he arrives at the dermatologist's office,Bob notices a foul odor in the air,worn floor coverings,cluttered rooms that have paint peeling from the walls,and poor lighting.While Bob viewed the dermatologist as competent,Bob decided not to have the moles removed even though the dermatologist recommended removal.Which situational influences are most likely to have affected Bob's decision?

A) Social surroundings
B) Customer's momentary mood and condition
C) Time pressures
D) Purchase reasons
E) Physical surroundings

Question 67

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

A) problem recognition.
B) cognitive dissonance.
C) internal search.
D) alternative evaluation.
E) framing.

Question 68

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 69

You are in the market for a new car and believe there are more car ads than usual on TV.Perhaps the need you have is driving which of the following phenomena?

A) perception.
B) selective exposure.
C) selective distortion.
D) cognitive dissonance.
E) selective retention.

Question 70

If a consumer receives information that is inconsistent with her or his beliefs,the consumer may alter this information.This perceptual process is known as selective

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

Question 71

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) Postpurchase evaluation

Question 72

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 73

During the evaluation of alternatives stage of the consumer buying decision process,framing most likely influences the decision process of ____ buyers.

A) younger
B) older
C) wealthier
D) veteran
E) inexperienced

Question 74

After purchasing a product,postpurchase evaluation may result in cognitive dissonance.Cognitive dissonance is

A) the congruence between external and internal searches for product information.
B) a function of the manner in which the manufacturer of the product describes its attributes.
C) satisfaction with the purchase.
D) the establishment of criteria for comparing products.
E) doubts that occur because the buyer questions whether the decision to purchase the product was right.

Question 75

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 76

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) the process of selecting,organizing,and interpreting information inputs to produce meaning.
E) remembering inputs that support personal feelings and beliefs and forgetting those that do not.

Question 77

Doubts in a buyer's mind about whether the purchase decision made was the right one may occur during the

A) cognitive dissonance.
B) purchase.
C) evaluation of alternatives.
D) internal search.
E) postpurchase evaluation.

Question 78

Maria reads through the newspaper fashion flyers containing advertisements for sweaters from Polo,purses from JC Penney,and tennis shoes from Foot Locker.She remembers only the shoe ad,thanks to the recent tear in her own Reeboks.Maria has engaged in selective

A) distortion.
B) decision making.
C) analysis.
D) retention.
E) reading.

Question 79

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 80

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.