Chapter 6

True or False: The statement "Sometimes things just are not meant to work out" is an example of an internal locus of control.

False

What are the two types of information search? (Choose every correct answer.) A) Location search B) Internal search C) Functional search D) External search E) Risk search

B) Internal search D) External search

The social influences that affect a consumer's behavior do NOT include A) perceptions B) culture C) family D) reference groups

A) perceptions

They are two key types of information searches:

1) Internal Search for Information 2) External Search for Information

Place the steps of the consumer decision process in order, with the first step at the top.

1. Need of Recognition 2. Information Search 3. Alternative Evaluation 4. Purchase and Consumption 5. Postpurchase

Which statement illustrates an internal locus of control? A) "Consequences are the result of my actions." B) "I can't affect my future." C) "My decisions are out of my control." D) "Bad luck happens; it is just the way the world works."

A) "Consequences are the result of my actions."

Which of the following is a set of criteria that consumers use to quickly and efficiently select from among several alternatives? A) Consumer decision rules B) Choice architecture C) Psychological needs D) Maslow's hierarchy of needs

A) Consumer decision rules

Taking a yoga class or a meditation class to maintain a satisfied outlook on life is appealing to which need in Maslow's hierarchy? A) Esteem B) Love C) Safety D) Physiological

A) Esteem

When does self-actualization occur? A) When your food, water, and safety needs are satisfied B) When you feel completely satisfied with your life and how you live C) When your physical well-being is protected D) When you feel loving and loved

B) When you feel completely satisfied with your life and how you live

When a consumer uses many evaluative criteria, such as fuel economy, acceleration speed, and the availability of extra features, to make a decision about purchasing a car, the consumer is doing what?

Basing the decision on important features of the car

If you are motivated by physiological needs to make a purchase, which product would you buy? A) A vacation B) A bicycle lock C) Food D) Jewelry

C) Food

In which situation did an alternative evaluation option occur within the search process? A) Frankie goes to a nearby gas station to purchase his regular energy drink. B) Mike buys a ticket to the only theme park in the city. C) Kevin searches for a new car on the Internet before visiting the "The Mile of Cars" store D) Jesus gets a membership at the gym his friends use.

C) Kevin searches for a new car on the Internet before visiting the "The Mile of Cars" store

Betty buys hand soap for her kitchen and bathrooms in order to prevent the spread of germs. She is motivated by a which of the following needs? A) Emotional B) Functional C) Safety D) Financial

C) Safety

Determinant attributes and consumer decision rules are examples of which of the following? A) Postpurchase cognitive dissonance B) An external locus of control C) Shortcuts consumers use to simplify purchase decisions D) Brands or stores consumers can recall from memory

C) Shortcuts consumers use to simplify purchase decisions

Which statement illustrates an external locus of control? A) "If I do poorly on the test, I will have to study harder the next time." B) "If I study hard, I have a better chance of getting a high score on the test." C) "Even though this is a tough subject for me, I can improve my score on the test by studying." D) "No matter how hard I study, the test will be too hard."

D) "No matter how hard I study, the test will be too hard."

Which purchase would most likely be motivated by a safety need? A) A gym membership B) Jewelry C) Food D) A burglar alarm

D) A burglar alarm

True or False: The consumer decision process starts with need recognition and ends with the purchase itself.

False -Reason: The consumer decision process begins with need recognition and ends with postpurchase, a step that follows the purchase.

True or False: Universal sets are a subset of retrieval sets and evoked sets.

False -Reason: Retrieval sets and evoked sets are subsets of universal sets, not the other way around.

Accessing information from one's own memory and knowledge is known as a(n) ____________ information search.

Internal

Horace needs a new pair of running shoes. He first thinks about the last pair he bought, how comfortable they are, and how well they have held up. In this example, Horace is conducting a(n) ______ search for information.

Internal

Reggie needs to buy a snowblower, but he has a gravel driveway and is concerned that the machine will pick up stones, causing a malfunction. This is what type of risk?

Performance

All of the brands that Miguel can easily call to mind for laundry detergents, whether he would consider buying them or not, comprise his ______ set.

Retrieval

When Akeelah is thinking about where she would like to eat lunch, she remembers five places close by where she has eaten before. Although she would not revisit some of them, these restaurants are part of Akeelah's ______ set.

Retrieval

Why would a firm record the number of abandoned virtual carts on its website?

To assess the conversion rate

True or False: Consumers often evaluate alternatives while still engaged in the search process.

True

True or False: Situational factors sometimes override psychological and social issues.

True

True or False: The statement "Life tends to unfold the way it should with or without my actions" is an example of an external locus of control.

True

True or False: The statement "Life tends to unfold the way it should with or without my actions" is an example of an external locus of control.

True *Reason: People with an external locus of control believe they have little control over the outcomes in life.

The collection of all possible alternatives for a decision, even those the buyer would not consider and might not even be aware of, is referred to as the ______.

Universal set

When does the consumer decision process begin?

When consumers realize they have an unfulfilled need and want to reach a different, desired state

A(n) ______ is learned, long lasting, and often develops over a long period of time. For instance, you might like your instructor for much of the semester until he or she returns your first exam.

attitude

Gretta has never tried Pert shampoo, but she doubts that a two-in-one shampoo can be as effective as the shampoo and conditioner that she uses daily. Her negative predisposition toward the brand is her __________.

attitude.

Consumer decision rules are either ______.

compensatory or noncompensatory

Consumers often use ______ problem solving for risky purchase decisions.

extended

Customer dissatisfaction is most likely to occur when a product ______.

fails to live up to high performance expectations

Randy is relatively indifferent when it comes to the purchase of a six-pack of beer because he will drink any brand that is fairly inexpensive. His low degree of interest in beer classifies him as a low-______ beer buyer.

involved

Consumers may have different levels of ______, which is known as the consumer's degree of interest in a product or service.

involvement

Wayne buys a new laptop every two years. At this point, rather than research different brands, he simply orders the latest version of the one he already has. For Wayne, the laptop is a(n) ______ problem-solving purchase experience.

limited

A(n) ______ is a basic need that drives consumers to solve a problem and satisfy a need, such as a headache that leads a person to purchase a pain reliever.

motive

The impetus that pushes consumers to satisfy their unmet needs, such as having no laundry detergent to do the wash, is a(n) ______.

motive

The final step in the consumer decision-making process, and a very important element in retaining and building a loyal customer base is ___________behavior.

post purchase

Consumer decision making about products and services is influenced by the configuration of the market mix, social influences, ______ factors, and sociological factors.

psychological

The external ______ environment that influences consumer behavior includes consumers' family, reference groups, and culture.

social

Retailers use ______ to see how well they are doing at turning potential buyers into actual buyers.

the conversion rate

Product promotions that set unrealistically high consumer expectations often lead to which of the following? (Choose every correct answer.) A) Long-term customer dissatisfaction B) Highly satisfied customers C) Positive word of mouth D) High initial sales of the product

A) Long-term customer dissatisfaction D) High initial sales of the product

A kindergarten teacher wants to buy several electronic tablets for her classroom, but she is concerned that they will break with all of the children handling them. Which type of risk is the teacher primarily concerned with? A) Performance B) Physiological C) Psychological D) Financial

A) Performance

Which factors usually influence the consumer decision process the same way each time? (Choose every correct answer.) A) Psychological B) Temporal state C) Social D) Situational

A) Psychological C) Social

Which of the following elements affect the consumer search process? (Choose every correct answer.) A) The locus of control B) A firm's accounting processes C) Perceived benefits versus perceived costs D) Actual or perceived risk

A) The locus of control C) Perceived benefits versus perceived costs D) Actual or perceived risk

Which of the following are examples of external searches for information when looking to purchase a new car? (Choose every correct answer.) A) You browse the manufacturer's website. B) You have loved driving your mother's Toyota cars over the years. C) You purchase a copy of Consumer Reports. D) You ask your brother how he likes his new car.

A) You browse the manufacturer's website. C) You purchase a copy of Consumer Reports. D) You ask your brother how he likes his new car.

Hallmark sells Valentine's Day cards with romantic quotes that are appealing to ______ needs. A) love B) self-actualization C) physiological D) esteem

A) love

One of the factors that affects a consumer's search process involves weighing the perceived benefits of a search against the perceived ________.

Costs

In addition to customer satisfaction and loyalty, which of the following is also one of the potential postpurchase outcomes? A) Need adjustment B) Brand switching C) Disposal D) Cognitive dissonance

D) Cognitive dissonance

Which of the following consist of a set of salient, or important, attributes about a particular product? A) Inconsequential criteria B) Emotive criteria C) Peripheral criteria D) Evaluative criteria

D) Evaluative criteria

Sometimes older people join Facebook as a way to keep in touch with younger family members. Which of Maslow's needs motivates their decision to join Facebook? A) Physiological B) Self-actualization C) Safety D) Love E) Esteem

D) Love

Which factor does NOT directly influence how the consumer makes a purchase decision? A) Social and group influences B) Psychological and individual influences C) Situational factors D) Macroeconomic factors

D) Macroeconomic factors

Which of Maslow's needs is the highest level of needs? A) Love B) Safety C) Physiological D) Self-actualization E) Esteem

D) Self-actualization

Which best describes the purpose of determinant attributes? A) To restore confidence in a brand or store that has been involved in a scandal B) To eliminate unethical brands or stores from the marketplace C) To make it seem like a failing brand or store is succeeding in the marketplace D) To help consumers differentiate between competing brands or stores that seem similar

D) To help consumers differentiate between competing brands or stores that seem similar

Limited problem solving is most likely to occur under which condition? A) When a consumer is considering purchasing an expensive item for the first time B) When the consumer has not purchased the item previously and asks friends for advice C) When the item could result in substantial financial or functional risk D) When the consumer has a purchase decision that calls for, at most, moderate effort and time

D) When the consumer has a purchase decision that calls for, at most, moderate effort and time

In Maslow's hierarchy, ____________ needs allow people to satisfy their inner desires.

Esteem

Julio is familiar with several brands of mobile phones, but he plans to consider only two brands when he purchases his next phone. Those two brands are his _______________set.

Evoked

Octavia is in the market for purchasing a new automobile, but she will only consider buying models made by American companies. The American car makers are part of Octavia's ______ set.

Evoked

Jamie wants to buy a car. She reads car reviews online, asks her friends for advice, and visits the websites of all the major car manufacturers. Next, she goes to several car dealerships to test-drive cars. Jamie is engaging in which type of problem solving to select a car?

Extended

An ______ search is when the buyer looks for information beyond his or her personal knowledge to help make the buying decision, such as checking the Internet, asking a friend, or visiting a showroom.

External

The first stage in consumer decision process

Need Recogntion

The stage in the consumer decision process that comes immediately after the need of recognition.

Search for Information

The ______ is the second step in the consumer decision process.

Search for information

The motive that drives Conrad to buy a large bottle of Gatorade after running 3 miles and drink it quickly is a(n) ______ need.

physiological