Chapter 5 M
_________ refers to the set of values, perceptions, wants, and behaviors learned by a member of society from family and other important institutions. A. Personality B. Attitude C. Culture D. Learning E. Social class
C
___________________ consists of many different people who play multiple roles in the buying process. A. Buying actors B. The buying nucleus C. The buying center D. Buying agents E. The purchasing team
C
influencer marketing
a series of personalized marketing techniques directed at individuals or groups who have the credibility and capability to drive positive word of mouth in a broader and salient segment of the population
The business buyer decision process itself can be quite involved, with several basic stages. The process begins with ______________ and concludes with _______________. A. proposal solicitation; supplier selection B. general need description; supplier selection C. supplier search; performance review D. problem recognition; performance review E. product specification; routine specification
D
new task
a business buying situation in which the buyer purchases a product or service for the first time
consumer buying behavior
The decision processes and purchasing activities of people who purchase products for personal or household use and not for business purposes
reference group
a social group that serves as a point of reference in making evaluations and decisions
A purse company's ads feature the members of a popular housewives reality show. Product sales increase significantly among fans. From fans' viewpoint, the housewives reality show is a ______________. A. reference group B. late-majority adopter C. family group D. membership group E. lagging adopter
A
In the broadest sense, a new product marketer must research _____________________ when developing a new product and a marketing program. A. characteristics related to pricing acceptability B. characteristics of international markets C. attitudes of consumers toward packaging D. various domestic promotional challenges E. characteristics influencing the rate of adoption
E
Which of the following needs in Maslow's hierarchy is generally satisfied first? A. Self-actualization needs B. Physiological needs C. Social needs D. Esteem needs E. Safety needs
B
cognitive dissonance
Inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions
Consumer Market
all the individuals and households that buy or acquire goods and services for personal consumption
buying center
all the individuals and units that play a role in the purchase decision-making process
opinion leaders
individuals who exert direct or indirect social influence over others
Companies must manage the ________, which often includes many different buying decisions in various stages of the buying decision process. A. overall customer relationship B. supply chain management process C. marketing process D. proposal and solicitation process E. sales process
A
Subculture
A group of people with shared value systems based on common life experiences and situations
Business markets differ in many ways from consumer markets. The main differences are in ________, __________, and __________. A. market structure and demand, the viability of the buying unit, and the decision process B. market structure and demand, the nature of the buying unit, and the types of decisions and the decision process C. market structure, types of decisions, and consumer buying preferences D. market demand, the nature of the buying unit, and the decision process E. market structure and demand, the nature of the buying unit, and purchasing cycles
B
Culture
Beliefs, customs, and traditions of a specific group of people.
Consumers go through a distinct process in making a purchase. Of the following, which is the final step in that process? A. Making a purchase B. Gathering information C. Recognizing a need D. Post-purchase behavior E. Evaluation of alternatives
D
straight rebuy
a business buying situation in which the buyer routinely reorders something without any modifications
modified rebuy
a business buying situation in which the buyer wants to modify product specifications, prices, terms, or suppliers
social class
a group of people with similar backgrounds, incomes, and ways of living
system selling
buying a packaged solution to a problem from a single seller, thus avoiding all the separate decisions involved in a complex buying situation
total market strategy
integrating ethnic themes and cross-cultural perspectives within a brand's mainstream marketing, appealing to consumer similarities across subcultural segments rather than differences
E-procurement
purchasing through electronic connections between buyers and sellers - usually online
Word-of-mouth influence
the impact of the personal words and recommendations of trusted friends, associates, and other consumers on buying behavior
A simple model of consumer behavior suggests that marketing stimuli and other major forces enter the consumer's "black box." This black box has two parts: ________ and ________. A. the buyer's characteristics and the buyer's decision process B. the buyer's actual buying power and the buyer's decision process C. the buyer's characteristics and the buyer's actual buying power D. the buyer's preferences and the buyer's actual buying power E. the buyer's preferences and the buyer's decision power
A
Business marketers are increasingly connecting with customers online and through digital, mobile, and social media to ________, __________, __________, ___________, and maintain ongoing customer relationships. A. engage customers, share marketing information, sell products and services, provide customer support services B. engage customers, engage salespersons, share marketing information, sell products and services C. primarily sell products and services, share marketing information, provide customer support services, provide logistical information D. discourage customers from shopping at brick-and-mortar locations, share marketing information, sell products and services, provide customer support services E. primarily engage customers, share marketing information, sell products, and provide customer services
A
In which step of the buying decision process is the final order with the chosen supplier developed? A. Order-routine specification B. Supplier selection C. Proposal solicitation D. General need description E. Product specification
A
People can be classified into the adopter categories, with each category having different values and rates of adoption. The adopter categories include ________, ________, __________, _________, and __________. A. innovators, early adopters, early mainstream adopters, late mainstream adopters, and lagging adopters B. innovators, early adopters, avoiders, mainstream adopters, and late adopters C. innovators, early adopters, mainstream adopters, mid-stage adopters, and lagging adopters D. pioneers, early mainstream adopters, late mainstream adopters, avoiders, and lagging adopters E. innovators, pioneers, early mainstream adopters, late mainstream adopters, and lagging adopters
A
Which of the five characteristics identified has an inverse relationship with an innovation's rate of adoption, meaning as this characteristic increases, the rate of adoption is slower? A. Complexity B. Communicability C. Compatibility D. Divisibility E. Relative advantage
A
__________________ determines whether the buyer is satisfied or dissatisfied with a purchase. A. The relationship between the consumer's expectations and the product's perceived performance B. The relationship between the price of the product and the level of customer service provided C. The relationship between the price of the product and the product's perceived performance D. The relationship between the consumer's expectations and how others evaluate the product E. The relationship between the consumer's expectations and where the product was purchased
A
Buyers who face a new task-buying situation usually go through ________. A. the mandatory stages as well as performance review B. all of the eight stages, including performance review C. only the critical stages (product specification, proposal solicitation, supplier selection, and performance review) D. only the mandatory stages of product specification, proposal solicitation, and supplier selection E. only the problem and supplier selection stages
B
_________ refers to the practice of integrating ethnic themes and cross-cultural practices within a company's mainstream marketing. A. Buzz marketing B. Total market strategy C. Guerilla marketing D. Viral marketing E. Cause marketing
B
Occupation, age, and lifestyle are _________ factors that influence consumer buyer behavior. A. social B. psychological C. personal D. social class E. cultural
C
Which of the following is likely to slow the adoption of a new technology? A. Communicability B. Divisibility C. Conceptual complexity D. Compatibility E. Relative advantage
C
Which of the following statements regarding the business market is correct? A. Demand in the business market is more elastic than demand in the consumer market. B. The business market has more businesses than the consumer market. C. Many sets of business purchases are made for one set of consumer purchases. D. Business buying decisions are less complex than consumer buying decisions. E. The business market is not as large as the consumer market in terms of dollars spent and items purchased.
C
Which of the following refers to the degree to which an innovation fits the values and experiences of potential consumers? A. Complexity B. Divisibility C. Communicability D. Compatibility E. Relative advantage
D
Which stage of the business buying decision process involves ranking the importance of reliability, durability, and price? A. supplier search B. product specification C. supplier selection D. general need description E. proposal solicitation
D
________________ is one problem with business-to-business e-procurement. A. Increased paperwork requirements B. Increased time between order and delivery C. Increased transaction costs D. Suppliers being pitted against one another E. Reduced purchasing efficiency
D
Companies can do e-procurement in several ways, including _______, ________, ________, and __________. A. personal sales calls, paper-based transactions, telephone cold calls, and trade shows B. personal sales calls, trading exchanges, company buying sites, and extranet links C. reverse auctions, brick-and-mortar stores, company buying sites, and extranet links D. reverse auctions, trading exchanges, company buying sites, and free 800 support lines E. reverse auctions, trading exchanges, company buying sites, and extranet links
E
______________________ determines if a buyer is satisfied or dissatisfied with a purchase. A. The number of alternatives considered in the purchase decision B. The amount of information gathered in the decision-making process C. Whether or not the buyer experiences cognitive dissonance D. How others feel about the purchase E. The relationship between the consumer's expectations and the product's perceived performance
E
Technology advances have made B-to-B online purchasing possible. This is called ________. A. web-based submissions of proposals B. e-procurement C. e-shipping options D. automated requests for proposals E. online bidding
B
The business buying process can be a complex and complicated process with eight basic stages. Which of the following is the first stage in this process? A. Supplier search B. Problem recognition C. General need description D. Supplier selection E. Proposal solicitation
B
One concern about the expanding use of e-procurement for B-to-B purchasing is that ________. A. it can erode decades-old customer-supplier relationships B. it takes more time than traditional purchasing methods C. very few buyers know how to use the technology D. it is more costly than traditional purchasing methods E. online information can contain viruses
A
What are the five characteristics that are especially important in influencing an innovation's rate of adoption? A. Relative advantage, complexity, compatibility, divisibility, and communicability B. Relative advantage, complexity, compatibility, availability, and promotion C. Price, features, complexity, relative advantage, and promotion D. Product, price, place, promotion, and relative advantage E. Product, price, place, promotion, and packaging
A
What is the mistaken assumption that business-to-business companies often make about digital and social media? A. That digital and social media are useful primarily to consumer products and services companies B. That digital and social media are only effective with large expenditures C. That digital and social media choices are confined to Twitter and Facebook D. That digital and social media require teams of specialists E. That digital and social media yield little except for brand awareness
A
Which of the following is NOT among the major factors influencing consumer buying behavior? A. Commercial B. Personal C. Psychological D. Social E. Cultural
A
What are the eight steps in the business buying decision process, in the correct sequence? A. Problem recognition, general need description, product specification, supplier search, supplier selection, proposal solicitation, order-routine specification, and performance review B. Problem recognition, general need description, product specification, supplier search, proposal solicitation, supplier selection, order-routine specification, and performance review C. Performance review, problem recognition, general need description, product specification, supplier search, proposal solicitation, supplier selection, and order-routine specification D. Problem recognition, general need description, product specification, supplier selection, supplier search, proposal solicitation, order-routine specification, and performance review E. General need description, problem recognition, product specification, supplier search, proposal solicitation, supplier selection, order-routine specification, and performance review
B
Which of the following statements regarding the business market is correct? A. In the business market buying process, buyers and sellers are less dependent on each other than in the consumer market. B. Many sets of business purchases are made for one set of consumer purchases. C. The business market has more buyers than the consumer market. D. Business buying decisions are less complex than consumer buying decisions. E. The business market is not as large as the consumer market in terms of dollars spent and items purchased.
B
Which type of business buying situation offers marketers not only the greatest opportunity, but also the greatest challenge? A. A buying center purchase B. A new task situation C. A modified rebuy D. A request for proposal E. A straight rebuy
B
Marketers need to understand and know the answers to several key questions when dealing with buying centers. Of the following, which is NOT one of those key questions? A. What evaluation criteria does each decision participant use? B. Who are the major buying center participants? C. What major influences impact the buying center decision? D. Is price a major factor or is the buying center price sensitive? E. In what decisions do they exercise influence and to what degree?
D
The buying center and the buying decision process are influenced by ________, __________, and __________ factors, as well as _____________ factors. A. internal organizational, interpersonal, and individual factors, as well as economic environmental factors B. internal organizational, interpersonal, and internal factors, as well as individual factors C. internal organizational, internal environmental, and external environmental factors, as well as individual factors D. internal organizational, interpersonal, and individual factors, as well as external environmental factors E. interpersonal, community, and individual factors, as well as external environmental factors
D
The second step in the buyer decision process might include seeking more information. Sources of information vary. Commercial sources normally ________ the buyer, but personal sources ________ products for the buyer. A. inform; differentiate B. mislead; legitimatize or evaluate C. stimulate; legitimatize or evaluate D. inform; legitimatize or evaluate E. create value for; evaluate
D
We define the ________ process as the mental process through which an individual passes from first learning about an innovation to final adoption. A. buying B. adoption C. purchase D. decision E. evaluation
D
What is the nature of demand in business markets? A. Business market demand is independent of consumer market demand. B. Demand in business markets fluctuates less than in consumer markets. C. Demand in business markets does not fluctuate. D. Demand in business markets is derived demand. E. Demand in business markets is elastic.
D
When marketers want to promote their products and services through word-of-mouth marketing programs, they typically begin by ________. A. withdrawing from online social networks B. identifying and targeting late adopters C. pushing one-way commercials at customers D. generating person-to-person brand conversations E. developing print and radio advertisements
D
Which of the following correctly defines the consumer market? A. Retailers who sell goods and services to consumers B. Individuals who spend more than $1,000 a year on purchases C. Any business that sells goods and services to other businesses D. Individuals and households that buy goods and services for personal consumption E. Manufacturers, retailers, and consumers
D
Which of the following is NOT one of the typical advantages of e-procurement systems? A. Eliminating paperwork B. Finding better supplier resources C. Allowing buyers to focus on more strategic issues D. Improving customer-supplier relationships E. Reducing time between order and delivery
D
Advances in information technology have dramatically affected the B-to-B buying process. Online purchasing, often called _______, has grown rapidly in recent years. A. B-to-B procurement B. e-purchasing C. e-commerce D. online procurement E. e-procurement
E
Generally, the consumer's purchase decision will be to buy the most preferred brand, but two factors can come between the purchase intention and the purchase decision. These two factors are ________. A. attitudes of others and unexpected economic factors B. unexpected price adjustments or changes and unexpected competitor products C. negative product reviews and unexpected situational factors D. attitudes of others and expected situational factors E. attitudes of others and unexpected situational factors
E
The ________ market comprises all organizations that buy goods and services for use in the production of other products and services or for the purpose of reselling or renting them to others at a profit. A. retailer B. reseller C. industrial D. consumer E. business
E
What are the five stages of the consumer adoption process, in the correct sequence? A. Awareness, trial, evaluation, interest, and adoption B. Awareness, trial, interest, evaluation, and adoption C. Awareness, interest, trial, evaluation, and adoption D. Awareness, evaluation, interest, trial, and adoption E. Awareness, interest, evaluation, trial, and adoption
E
What is the first step of the buyer decision process? A. Alternative evaluation B. Information search C. Post-purchase behavior D. Purchase decision E. Need recognition
E
When making a purchase, the buyer goes through a decision process consisting of all of the following: ________. A. need recognition, information search, evaluation of alternatives, purchase decision, and product evaluation B. need recognition, product search, evaluation of alternatives, purchase decision, and post-purchase behavior C. want recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior D. need recognition, information search, product selection, purchase decision, and post-purchase behavior E. need recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior
E
Which of the following correctly defines the consumer market? A. Manufacturers, retailers, and consumers B. Any business that sells goods and services to consumers C. Individuals who spend more than $1,000 a year on purchases D. Retailers who sell goods and services to consumers E. Individuals and households that buy goods and services for personal consumption
E
