marketing ch. 7

Companies often use social media influencers popular with their target market to promote their products. In this case, the influencers represent a(n) _______. a. dissociative reference group b. aspirational reference group c. subculture d. social class e. membership reference group

b. aspirational reference group

A(n) _______ is defined as an individual's enduring evaluation of feelings about and behavioral tendencies toward an object or idea. a. motive b. attitude c. patronage d. perception

b. attitude

The three components of _______ are cognitive, affective, and behavioral. a. learning b. attitude c. motivation d. perception

b. attitude

In _______ decision making, purchase decisions are equally likely to be made by the husband or wife, but not by both. a. husband dominant b. autonomic c. wife dominant d. syncratic

b. autonomic

A(n) _______ is defined as a group of brands within a product category that a buyer views as alternatives for possible purchase. a. evaluative set b. consideration set c. inert set d. alternative set

b. consideration set

Behavior that violates generally accepted norms of a particular society is best described as _______. a. consumer fraud b. consumer misbehavior c. routinized response behavior d. consumer buying behavior e. cognitive dissonance

b. consumer misbehavior

Rental car companies keep records of customers on a "do not rent" list. Often, these are customers who have been rude or verbally abusive to employees. This is an example of managing _______. a. customer service scores b. consumer misbehavior c. cognitive dissonance d. employee satisfaction

b. consumer misbehavior

The IKEA Place app allows customers to see how products from IKEA would look in their home, true to scale. Customers can also tap on the item and view product reviews from IKEA's website. IKEA recognizes the impact that _______ have on products consumers purchase. a. culture b. digital sources c. roles d. family influences

b. digital sources

Jackson stopped at Best Buy to purchase an external hard drive for his computer to back up his photo and video files. As he's walking through the store, he notices a display of Xbox games and sees a title that looks interesting—it's the latest version of NBA basketball for Xbox One and he decides he'll purchase it too. The purchase of the Xbox game is an example of _______. a. addictive consumption b. impulse purchasing c. extended decision making d. situational involvement

b. impulse purchasing

J.D. Power and Associates is well known for its customer satisfaction research on new car quality and dependability. Consumers can search the company's website for ratings on hundreds of vehicle models before making a new car purchase. Consumers would most likely visit this _______ during the _______ stage of the consumer buying decision process. a. external source; purchase b. independent source; information search c. marketer-dominated source; evaluation of alternatives d. internal source; problem recognition

b. independent source; information search

Costco and Sam's Club rely on in-store sampling—offering product samples to consumers while they shop to motivate trial and influence their purchasing of the products. Product sampling enables customers to gain experience with the product and enables customers to feel more comfortable with the purchase since it reduces their risk. Product sampling facilitates consumer _______. a. dissonance b. learning c. perception d. distortion

b. learning

Karl is transitioning from high school to college and will be purchasing a new computer to use for his classes and gaming. He's looking for a computer that offers fast processing speed, is light weight, has an excellent graphics card, and a good value for his money. Karl will likely use _______ when making the purchase. a. complex decision making b. limited decision making c. enduring involvement decision making d. extended decision making

b. limited decision making

Sayed is dining at a local restaurant for the first time. One of his friends had told him that the restaurant offered very good food but after arriving, Sayed was questioning whether or not he should stay. The restaurant had a very worn appearance—old and stained carpeting, dim lighting, older tables, and he even noticed a few cobwebs and lots of dust on the various decorations scattered around the restaurant. It really made him wonder what the kitchen might be like and how clean or sanitary the restaurant might be. Sayed decided to stay and did think the food was okay, but he decided this would be his last visit to the restaurant. Sayed's decision not to dine at the restaurant again was most likely influenced by the _______ category of situational influences. a. time perspective b. physical surroundings c. social surroundings d. reason for purchase

b. physical surroundings

Home Chef, a meal kit delivery service, created an advertisement which shows how their product can help a busy working mother cook a healthy meal for her family. The ad shows the professionally dressed woman talking on her cell phone easily preparing a meal while her kids, dressed in sports gear, and husband look on. Home Chef is alluding to the woman's _______ as a social influence on her buying decisions. a. subculture b. roles c. social class d. reference group

b. roles

Jessica stopped at the convenience store to purchase some milk since she remembered that she had run out of milk at breakfast. Jessica's purchase of milk would be described as _______. a. extended decision making b. routinized response behavior c. complex decision making d. limited decision making

b. routinized response behavior

John's lawnmower stopped working midway through mowing his front yard. His interest in researching replacement lawnmower brands is most likely to be _______. a. enduring involvement b. situational involvement c. low involvement d. extended decision making e. routinized response behavior

b. situational involvement

When her Fitbit Charge broke, Sydney went online to research new fitness trackers. The price of the Apple watch had dropped, but she saw that a new Fitbit model—the Versa—was going to be available in a few months. Sydney decided to wait to purchase a new fitness tracker until the Versa was available. Sydney was influenced by _______. a. social surroundings b. the time perspective c. the reason for purchase d. physical surroundings

b. the time perspective

Which of the following best characterizes the problem recognition stage of the buying decision process? a. Buyer evaluates alternative brands or products b. Buyer engages in an internal information search for information to help solve his or her problem c. Buyer recognizes a discrepancy between a desired state and an actual condition d. Buyer searches for information to resolve a problem

c. Buyer recognizes a discrepancy between a desired state and an actual condition

There are a number of situational influences that impact the consumer's buying decision process. Which of the following is one of those influences? a. Marketers' information influences b. Brand influences c. Consumers' mood influences d. Price influences

c. Consumers' mood influences

As discussed in the text, consumers utilize three different types or styles of decision making when making purchasing decisions. Which of the following products would most likely involve limited decision making? a. Deodorant b. Washing machine c. Electric razor d. Shampoo

c. Electric razor

Simon and Jessica are empty nesters as their children are all living independently on their own. Jessica wants to purchase new living room furniture since the old furniture was purchased when the kids were young and is starting to look worn out. What type of decision making would Jessica and Simon utilize when purchasing new furniture for their living room? a. Low involvement decision making b. Complex decision making c. Extended decision making d. Limited decision making

c. Extended decision making

The process through which a person acquires the knowledge and skills to function as a consumer is best related to which of the following social influences on the buying decision process? a. Reference groups b. Social class c. Family influence d. Roles e. Culture

c. Family influence

Alisa's daughter has started playing softball. The stain remover spray Alisa regularly purchased has not been effective in removing the dirt and grass stains from her daughter's white softball pants. Alisa needs to purchase a new stain remover. Which type of consumer decision-making will Alisa be involved in? a. Routinized response behavior b. Extended decision making c. Limited decision making d. Impulse buying

c. Limited decision making

When a person fills in missing information in a way that conforms to a pattern or statement, this is known as _______. a. figure-ground b. selective exposure c. closure d. selective retention e. selective distortion

c. closure

High-involvement, unfamiliar, and expensive products such as cars are most likely to involve _______. a. routinized response behavior b. impulse buying c. extended decision making d. enduring involvement e. limited decision making

c. extended decision making

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 going online to look for sites was part of a(n) _______, and his calling a friend was a(n) _______. a. problem recognition; external information search b. internal information search; external information search c. external information search; external information search d. information search; internal informational search

c. external information search; external information search

In order to evaluate the products within a buyer's consideration set, the consumer uses criteria which are both _______ and _______ that are deemed important to the purchaser. a. subjective; evaluative b. extended; routinized c. objective; subjective d. selective; comprehensive

c. objective; subjective

Ross is employed as the Marketing Director for a global manufacturing firm. He's also a husband and father and enjoys coaching his kids in soccer and little league baseball. He also shares his marketing expertise with nonprofit organizations by serving as the president of the local chapter of United Way. The set of actions and activities that Ross is engaged in are called his _______. a. beliefs b. lifestyle c. roles d. personality

c. roles

Individuals do not pay attention to all sensory inputs and mostly unconsciously engage in _______ to determine which inputs are consciously recognized. a. selective retention b. selective consciousness c. selective exposure d. selective distortion

c. selective exposure

Before fall semester started, Ilario went shopping for a new backpack. He found only two backpacks that were big enough to hold his laptop and books he needed for class. The one Ilario liked the best was neon green, but he was worried he would stand out too much on campus and was worried what others would think of his neon green backpack. He opted for the black backpack instead. Ilario was likely influenced by _______. a. physical surroundings b. his mood or condition c. social surroundings d. the reason for purchase

c. social surroundings

The _______ subculture is underserved relative to other subcultures despite the expectation that their combined buying power will eclipse $1 trillion by 2020. a. Hispanic b. African-American c. Franco-American d. Asian-American

d. Asian-American

Shari is a sales representative for a global chemical supply firm. She recently signed a contract with a consumer goods manufacturer and the first shipment of chemicals arrived at the company's manufacturing plant. Shari contacted her customer to check to see if the customer had any questions or problems with the shipment. Shari also reminded the customer about how the chemical company is highly regarded as one of the best companies in the industry and will do everything they can to make sure customers are happy. What phenomenon is Shari trying to prevent by contacting her customer? a. Postpurchase negative word-of-mouth b. Purchasing affect c. Consumer disengagement d. Cognitive dissonance

d. Cognitive dissonance

Pablo is recently graduated from college and is planning to buy a new vehicle. He's interested in a sporty sedan and plans to take 1-2 months to test drive different vehicles, read car reviews in online forums or magazines that compare the various makes and models, and talk with the credit union about a car loan. What type of decision-making process is Pablo utilizing for the upcoming vehicle purchase? a. Complex decision making b. Enduring involvement decision making c. Limited decision making d. Extended decision making

d. Extended decision making

When retailers go to great lengths to create physical settings that appeal to their target market and are conducive to making purchase decisions, they are attempting to shape which of the following influences on consumer buying behavior? a. Cultural b. Social c. Psychological d. Situational e. Enduring

d. Situational

Samantha wants to stop by her favorite bookstore before it closes in 15 minutes. However, because she is thirsty, she decides to stop quickly for a drink. She heads over to Boba Tea but notices the line is very long. She notices there is hardly anyone in the Starbucks line and decides to get a latte instead, even though she would have preferred a tea. Which situational factor most contributed to Samantha's purchase? a. Social surroundings b. Reason for purchase c. Physical surroundings d. Time dimension e. Buyer's mood

d. Time dimension

REI targets individuals who love and appreciate the outdoors. It therefore appeals to customers who have a(n) _______ as outdoor enthusiasts. a. attitude b. social class c. role d. self-concept e. motive

d. self-concept

Wyatt has made the decision that it is time to purchase a condo. His apartment is too small, and he is tired of paying rent. His price range is between $200,000 and $250,000. He would like to purchase a condo that is within a half hour of his work. With these criteria set in mind, he sets out to search for his ideal home. What type of decision making will this purchase most likely involve? a. Consideration behavior b. Limited decision making c. Routinized response behavior d. Extended search behavior e. Extended decision making

e. Extended decision making

Which of the following categories is a situational factor? a. Selective exposure b. Attitudes c. Customer socialization d. Reference groups e. Physical surroundings

e. Physical surroundings

An individual's enduring evaluation of feelings about, and behavioral tendencies toward, an object or idea

Attitude

The decision processes and actions of people involved in buying and using products

Buying Behavior

A buyer's doubts shortly after a purchase about whether the decision was the right one

Cognitive Dissonance

A group of brands within a product category that a buyer views as alternatives for possible purchase

Consideration Set

The decision processes and purchasing activities of people who purchase products for personal or household use and not for business purposes

Consumer Buying Behavior

Behavior that violates generally accepted norms of a particular society

Consumer Misbehavior

The accumulation of values, knowledge, beliefs, customs, objects, and concepts that a society uses to cope with its environment and passes on to future generations

Culture

Objective and subjective product characteristics that are important to a buyer

Evaluative Criteria

A consumer decision-making process employed when purchasing unfamiliar, expensive, or infrequently bought products

Extended Decision Making

An information search in which buyers seek information from sources other than their memories

External Search

The term _____ refers to an ethnic category rather than a racial distinction.

Hispanic

The five levels of needs that humans seek to satisfy, from most to least important

Maslow's Hierarchy of Needs

A member of an informal group who provides information about a specific topic to other group members

Opinion Leader

The process of selecting, organizing, and interpreting information inputs to produce meaning

Perception

A set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations

Personality

Factors that in part determine people's general behavior, thus influencing their behavior as consumers

Psychological Influences

A group that a person identifies with so strongly that he or she adopts the values, attitudes, and behavior of group members

Reference Group

Actions and activities that a person in a particular position is supposed to perform based on expectations of the individual and surrounding people

Roles

A consumer decision-making process used when buying frequently purchased, low-cost items that require very little search-and-decision effort

Routinized Response Behavior

An individual's changing or twisting of information that is inconsistent with personal feelings or beliefs

Selective Distortion

The process by which some inputs are selected to reach awareness and others are not

Selective Exposure

Remembering information inputs that support personal feelings and beliefs and forgetting inputs that do not

Selective Retention

A perception or view of oneself

Self-Concept

Influences that result from circumstances, time, and location that affect the consumer buying decision process

Situational Influences

The human requirements for love and affection in Maslow's hierarchy are known as _____ needs

Social

An open group of individuals with similar social rank

Social Class

The forces other people exert on one's buying behavior

Social Influences

A group of individuals whose characteristics, values, and behavioral patterns are similar within the group and different from those of people in the surrounding culture

Subculture

An electronics store puts a large screen TV, wired for surround sound, in a quiet corner of the store with couches and a rug, and plays a recently released movie. These actions give the display the look of a family room or den. The store is using the physical surroundings as a way to influence purchase decisions. True False

True

Buying a sweater, wearing it for an event, and returning it the next day would be an example of consumer misbehavior. True False

True

Jon's colleagues at work want to take a skiing trip. Jon grew up in Colorado and learned to ski as a young child so the group consults him about the best slopes and ski gear needed for the trip. Jon's role is that of an opinion leader. True False

True

Some of the criteria used in the evaluation of alternatives stage of the consumer buying decision process are also used during the postpurchase evaluation stage. True False

True

Which of the following consists of three major components: cognitive, affective, and behavioral? a. Attitude b. Personality c. Motive d. Lifestyles e. Learning

a. Attitude

Which of the following best characterizes the problem recognition stage of the buying decision process? a. Buyer recognizes a discrepancy between a desired state and an actual condition b. Buyer searches for information to resolve a problem c. Buyer evaluates alternative brands or products d. Buyer engages in an internal information search for information to help solve his or her problem

a. Buyer recognizes a discrepancy between a desired state and an actual condition

Brady is shopping for a new pair of basketball shoes and has been reading reviews online about what different brands of shoes NBA players are wearing. What stage of the consumer decision process is Brady most likely in? a. Information search b. Evaluation of alternatives c. Purchase d. Problem recognition

a. Information search

Marco has been shopping for a new automobile and has decided the make and model he wishes to buy and has arranged for financing. He is all ready to sign the contract and the car will be his. What stage in the consumer decision process is Marco? a. Purchase b. Problem recognition c. Evaluation of alternatives d. Postpurchase evaluation

a. Purchase

Which of the following influences on the consumer buying decision process result from time, circumstances, and location? a. Situational b. Social c. Subcultural d. Psychological e. Cultural

a. Situational

_______ refer to forces that other people exert on buying behavior and can be classified into seven major groups. a. Social influences b. Cultural influences c. Motives d. Patronage intentions

a. Social influences

Copying computer software, video games, movies, or music without paying the producer for them is an example of _______. a. consumer misbehavior b. psychological influences c. social influences d. situational influences e. routinized response behavior

a. consumer misbehavior

While shopping for a new pair of Nike shoes, Marquez paid close attention to the number of "stars" each type of shoe had received from reviewers on Nike's website. Marquez wanted to purchase a pair of shoes with at least four stars. Subconsciously, Marquez was concerned about his _______. a. esteem needs b. physiological needs c. social needs d. safety needs

a. esteem needs

Spencer typically uses Axe brand of deodorant and body spray and always gets compliments on his cologne. He's at the store and needs to repurchase deodorant since his container is almost empty. He's noticing that Axe has several new scents available and is trying to decide which one to purchase. Spencer's purchase for Axe in this example is most likely classified as _______. a. limited decision making b. routinized response behavior c. enduring decision making d. extended decision making

a. limited decision making

In a routinized response behavior purchase, the price of the product is usually _______ and time spent on the decision to purchase is _______. a. low; short b. moderate; lengthy c. low; moderate d. moderate; moderate

a. low; short

Anna recently purchased a Keurig coffee maker and thought she would really enjoy the variety of using different K-cups for tea, coffee, or hot chocolate. However, she's wondering whether she should have purchased an espresso machine instead of the Keurig. What phenomenon is Anna experiencing? a. Anxiety purchasing disorder b. Cognitive dissonance c. Spurious decision d. Failed purchase complex

b. Cognitive dissonance

Sujan is planning to buy a new DSLR camera. He doesn't want to spend more than $700 and the camera must have automatic and manual zoom and a built-in flash. Sujan compares three models and ranks his choices. Sujan is in which stage of the consumer buying decision process? a. Problem recognition b. Evaluation of alternatives c. Information search d. Purchase

b. Evaluation of alternatives

As John stands in line at the grocery store, he notices a new flavor of gum on the nearby stand. He grabs the gum and throws it in the cart. What type of behavior is John exhibiting? a. Problem recognition b. Impulse buying c. Extended decision making d. Routinized response behavior e. Limited decision making

b. Impulse buying

Carlos stops by the grocery store after work to purchase items for the week. He has a grocery list to help him stay on track but finds himself making lots of impulse purchases, placing items in his cart that he could consume immediately like cookies and other snack foods. Carlos is hungry because he skipped lunch due to a meeting. Carlos' purchasing decision is influenced by which category of situational factors? a. Social surroundings b. Mood and condition c. Physical surroundings d. Time perspective

b. Mood and condition

Amy aspires to be a "super mom." She is a mother of three children and she writes novels for a living so she can be with her youngest children who are not yet in school. When she is not taking care of her children or working on her novels, Amy is usually looking through parenting blogs or reading books about how to be a better parent. One person she really admires is parenting expert Rochelle Davis. Rochelle has written a best-selling parenting book and maintains a popular blog. She stays up-to-date on current trends and is the go-to person for new products geared toward children. Amy views Rochelle as a role model and wants to be like her. Rochelle Davis' blog is so popular that a local children's toy company regularly sends her product samples in the hopes she will give them a positive review on her blog. Rochelle is most likely which of the following for the local children's toy company? a. Perceptual influencer b. Opinion leader c. Wife dominant decision maker d. Buying decision maker e. Reference group

b. Opinion leader

Suppose Amy is out shopping for children's clothes with one of her friends. When Amy mentions how much she admires Rochelle Davis, her friend replies that she heard Rochelle is being investigated for allegedly plagiarizing some of her books. Amy tells her friend she must be mistaken as Rochelle has too much integrity to do such a thing. She argues that other people are just jealous because their books are not as popular. This is an example of which of the following? a. Selective retention b. Selective distortion c. Learning d. Motivation e. Personality

b. Selective distortion

Dave is an owner and manager of three apartment buildings in northern Minnesota. During an exceptionally hot summer the temperatures soared and the toll on the window air conditioners was too much. Seventeen of them have broken down already, and more are probably going to have to be replaced. He has a total of seventy-five apartment units. Dave is now in the process of deciding how to repair the air conditioning. Should he buy new window units for all the buildings, or should he install central air conditioning? What type of decision is Dave facing? a. Enduring involvement and limited decision making b. Situational involvement and extended decision making c. Enduring involvement and extended decision making d. Situational involvement and limited decision making

b. Situational involvement and extended decision making

Which of the following purchases is most likely completed using routinized response behavior? a. Marshall purchasing a set of towels for his apartment b. Tiffany purchasing gas for her car c. Zach purchasing a new suit to wear to work d. Isaac purchasing new running shoes

b. Tiffany purchasing gas for her car

An information search in which buyers search their memories for information about products that might solve their problem

Internal Search

A consumer decision-making process used when purchasing products occasionally or needing information about an unfamiliar brand in a familiar product category

Limited Decision Making

Most consumers have an enduring involvement with many products and items. True False

False

Social class tends to be separated into three categories in the majority of societies. True False

False

The purchase of a particular product prompts the same type of decision-making process every time it is purchased. True False

False

There is strong research evidence that personality characteristics are major determinants of purchasing power. True False

False

Within a household, an individual may perform only one role related to making buying decisions. True False

False

Consumer misbehavior is consumer behavior that is illegal. True False

False (While things like shoplifting and piracy are illegal, the actual definition of consumer misbehavior is behavior that violates generally accepted norms of a particular society. An action can be technically legal but still violate accepted norms.)

Chelsea loves her car. Recently, she noticed her tires were getting worn. She took it into the dealership, where she was told that all her tires were worn and should be replaced. Chelsea knows this will be a significant investment. She decided on getting the most expensive tires because they are high quality and she wants the best. She hopes she is making the right decision. At least she will not have to purchase tires for several more years, unless she gets a flat. Chelsea's involvement with her tire purchase is an example of enduring involvement. True False

False (purchase is situational; decision making is enduring)

The inner driving forces or reasons behind an individual's actions and behaviors

Motivation

A means of measuring consumer attitudes by gauging the intensity of individuals' reactions to adjectives, phrases, or sentences about an object

Attitude Scale

Sensations received through sight, taste, hearing, smell, and touch

Information Inputs

The process through which a person acquires the knowledge and skills to function as a consumer

Consumer Socialization

An individual's degree of interest in a product and the importance of the product for that person

Level of Involvement

An individual's pattern of living expressed through activities, interests, and opinions

Lifestyle

A five-stage purchase decision process that includes problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation

Consumer Buying Decision Process

All actions resulting in consumer misbehavior are illegal. True False

False

Almost all consumers experience cognitive dissonance in the postpurchase evaluation stage. True False

False

An unplanned buying behavior, involving no conscious planning, resulting from a powerful urge to buy something immediately

Impulse Buying

Changes in an individual's thought processes and behavior caused by information and experience

Learning

Michelle bought a $300 dress for homecoming. She wore it to homecoming and had a great time. However, afterwards she decided she did not want the dress. She returned it for a full refund. The cashier did not ask about the missing tags. This is an example of consumer misbehavior. True False

True

Which of the following statements about the consumer buying decision process is true? a. Consumers involved in limited decision making may not go through all five steps of the process. b. Consumers progress through the five stages of this process for all limited decision making. c. 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. d. Once the purchase of a product has been made, the consumer buying decision process is complete.

a. Consumers involved in limited decision making may not go through all five steps of the process.

Carmen has recently become engaged and is starting to plan her wedding. She's using Pinterest and has purchased a variety of wedding magazines to get inspired for her big day. She's going shopping with some friends for a wedding dress and will likely visit four or more stores in her hometown as well as major cities within a one- or two-hour drive from her home. She hopes to find a dress that matches her expectations for this very special occasion and is willing to spend considerable time to find just the right dress. What type of decision-making process is Carmen utilizing for her wedding dress purchase? a. Extended decision making b. Routinized response behavior c. Shopping decision making d. Limited decision making

a. Extended decision making

You are thinking about buying a tablet to help with your classes and for entertainment purposes. When you search your memory for information about products that might address these needs, you are engaging in which aspect of the consumer buying decision process? a. Internal information search b. Consideration set c. External information search d. Cognitive dissonance e. Evaluative criteria

a. Internal information search

Jeremy loves attending sporting events and likes to wear "team-logo" shirts or sweatshirts for events. He has tickets for an upcoming game and is shopping at a local sporting goods store to buy a new logo shirt or jersey. What type of decision making style will Jeremy most likely use for this purchase? a. Limited decision making b. Extended decision making c. Routinized response behavior d. Enduring decision making

a. Limited decision making

Studies have shown that clothing retailers that use vanilla scents in stores have higher sales than stores that do not use scents. In these situations, retailers are using _______ to influence consumers to purchase items. a. physical surroundings b. social surroundings c. reason for purchase d. buyers' moods or conditions

a. physical surroundings

According to a well-known psychologist, Abraham Maslow, individuals seek to satisfy five levels of needs from the most basic level to higher-order needs. These needs, in order from most basic to least basic to survival are _______. a. physiological, safety, social, esteem, and self-actualization b. esteem, social, physiological, self-actualization, and safety c. self-actualization, esteem, social, safety, and physiological d. safety, physiological, social, self-actualization, and esteem

a. physiological, safety, social, esteem, and self-actualization

When you are using the internet to research a school project, and you ignore the banner ads on websites even though you see them flashing on the page, you are probably engaging in the process of _______. a. selective exposure b. learning c. selective retention d. self-concept e. selective distortion

a. selective exposure

Individuals receive various kinds of stimuli simultaneously throughout the day and marketers try to break through the clutter with advertising and promotion. Katie is reviewing her Facebook updates and notices some advertisements for various products such as McDonald's coffee, Starbucks new lunch menu, and an advertisement for Shutterfly. Later, Katie is out running errands and decides to stop somewhere for lunch. She remembers the ad for Starbucks and decides to try the new lunch items. Katie has engaged in _______. a. selective retention b. selective processing c. selective exposure d. selective distortion

a. selective retention

Ben and his partner just purchased their first home and are now shopping for a lawn mower. Ben doesn't really enjoy lawn care or gardening and views it as a chore although he does enjoy spending time outside. His yard is pretty small, and a standard upright model lawn mower will fulfill his needs. He's visited several stores to check out prices and has read reviews in online forums about different brands. The purchase of a lawn mower for Ben is most likely influenced by _______ involvement. a. situational b. enduring c. exceptional d. limited

a. situational (temporary and dynamic)

Jessie is 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 just okay, Jessie still had a great time and left with a positive opinion of the restaurant experience. Jessie's experience was likely influenced by _______. a. social surroundings b. purchase reasons c. her momentary mood and condition d. physical surroundings

a. social surroundings

Mark and Sandy have been married for more than 25 years and they are now empty nesters. Over time, Sandy and Mark have developed purchasing habits that influence their styles of decision making for their family. Sandy typically purchases all of the grocery items as well as clothing and gifts which can be described as _______ decision making. However, when they purchase a new vehicle or appliances for their home, they typically spend time shopping together and make a joint decision which is called _______ decision making. a. wife dominant; syncratic b. wife dominant; mutual c. wife driven; cooperative d. wife determined; autonomic

a. wife dominant; syncratic

Snickers' advertisements feature the candy bar's tagline, "Snickers satisfies," which refers to satisfying hunger. Which need from Maslow's hierarchy are marketers trying to meet? a. Social needs b. Physiological needs c. Esteem needs d. Safety needs

b. Physiological needs

Which of the following is an example of consumer misbehavior? a. Returning a product for a refund b. Purchasing illegal drugs c. Posting a negative product review online d. Engaging in negative word-of-mouth

b. Purchasing illegal drugs

Jeremy loves politics and hopes to work in a marketing capacity for a political candidate in the future. He's currently pursuing his undergraduate degree in Marketing and a minor in Political Science. If asked, Jeremy describes himself as a conservative—prefers candidates who would support funds to national defense and reduce taxation for individuals and businesses. He wants to see the free market system at work. Recently, one of Jeremy's favorite state senators, for whom he had served as an intern, was implicated in a scandal where he had overstated his mileage on his vehicle which is considered an ethical violation as well as fraudulent behavior. Jeremy dismissed the incidence and explained to a friend that it must have been an honest mistake. What type of process is Jeremy utilizing with regard to the information about the state senator? a. Selective retention b. Selective distortion c. Selective perception d. Selective exposure

b. Selective distortion

Ravi was shopping at Vitaminz, a store that sells health and nutritional supplements. Ravi does a lot of his own research and was well informed on which products he was planning on purchasing before he arrived at the store. However, a salesperson at the store tried very hard to sell Ravi a supplement that he was not interested in. Ravi continually said no, but the salesperson kept trying to tell Ravi that he should purchase the supplement. Ravi became frustrated at the pushiness of the salesperson, so he left the store without making a purchase. Ravi was influenced by which of the following situational factors? a. Mood or condition b. Social surroundings c. Reason for purchase d. Physical surroundings

b. Social surroundings

Willie is shopping at the local CarMax for a new car and is reading the sticker information on a Mazda sedan. Willie has always thought highly of Mazdas and that they are reliable, sporty, and provide good value for the price point. Jessica, a sales representative at CarMax greets Willie and while talking about cars mentions that Mazda has just been affected by an airbag recall where airbags have failed to deploy during an accident. Willie just nods his head to acknowledge this information from Jessica. If Willie uses selective distortion, which of the following is most likely to occur _______. a. Willie tells a friend about the product recall b. Willie believes that the recall situation is positive and shows that Mazda cares about its customers c. Willie decides to stop shopping for a car d. Willie decides to consider other brands of vehicles

b. Willie believes that the recall situation is positive and shows that Mazda cares about its customers

What is the latest stage during which a buyer can terminate the buying decision process? a. Evaluation of alternatives b. Problem recognition c. Purchase d. Postpurchase evaluation e. Information search

c. Purchase

Which consumer decision making style would be most likely for an individual who is purchasing his or her usual brand of shampoo? a. Extended decision making b. Intensive decision making c. Routinized response behavior d. Limited decision making

c. Routinized response behavior

Which of the following is an open aggregate of people with similar social rank? a. Culture b. Subculture c. Social class d. Opinion leader e. Reference group

c. Social class

Which of the following is an example of consumer misbehavior? a. Filing a complaint against a store for its disappointing customer service b. Asking the store for a refund for a Chromecast that does not work correctly c. Switching price labels on two products in the store to get a lower price d. Listening to music on Spotify or Pandora without paying

c. Switching price labels on two products in the store to get a lower price

An internal energizing force that directs a person's activities toward satisfying needs or achieving goals is best described as _______. a. attitudes b. learning c. a motive d. perception e. self-concept

c. a motive

Dieter was feeling very sick because of a bad cold and knew that chicken noodle soup would help him feel better. He asked his husband to go to the grocery store to buy Campbell's brand soup because that is what his mother always gave him when he was sick as a child. Dieter's information search was based on _______. a. an independent source b. a marketer-dominated source c. an internal search d. an external search

c. an internal search

Mingzhu enjoys taking her daughter grocery shopping with her and often gives her daughter some items to find in the store. Mingzhu's daughter knows the brands that the family likes—for example, they like Coke versus Pepsi, Crest versus Colgate, and Cheer versus Tide. Mingzhu's daughter is engaged in the process of _______ through the shopping process. a. attitude development b. purchase engagement c. consumer socialization d. perception

c. consumer socialization

During the final stage of the consumer buying decision process, a person might experience cognitive dissonance, which is _______. a. additional information sought from outside sources b. a group of brands that a buyer views as possible alternatives c. doubts in the buyer's mind about whether purchasing the product was the right decision d. objective characteristics (such as the size, speed, capacity) and subjective characteristics (such as style and color) that are important to him or her e. when a buyer becomes aware of a difference between a desired state and an actual condition

c. doubts in the buyer's mind about whether purchasing the product was the right decision

Ross is an avid music fan and enjoys outdoor concerts and keeping up with his favorite bands. He often attends two to three concerts each month and will travel quite a distance to see his favorite bands in concert. He knows the names of band members, has most of the words to songs memorized, and follows the musicians on Facebook and Twitter. Ross is hoping that he can pursue a career in the music industry, so he can combine his passion for music with his occupation. Ross's interest in music is known as _______. a. dynamic involvement b. limited involvement c. enduring involvement d. situational involvement

c. enduring involvement

Tiffany is a nervous flyer. At the airport, she purchased an over-the-counter anxiety medication before her flight. Tiffany was influenced by _______. a. her physical surroundings b. the social surroundings c. her mood or condition d. the time perspective

c. her mood or condition

The Martinez family is going on vacation in a few months. Their youngest son is very interested in sharks and wants to go to a beach where they could find shark teeth. Mr. Martinez has planned the whole vacation to a beach in North Carolina and booked the flights, rental car, and hotel. In this family, the youngest son plays the role of _______, while Mr. Martinez acts as _______. a. decider; gatekeeper b. decider; influencer c. influencer; decider and buyer d. gatekeeper; influencer and decider

c. influencer; decider and buyer

Barry is an avid wine drinker and often travels to regions of the world on business but always finds time to visit local wineries and talk with the wine makers. He subscribes to Wine Spectator and enjoys talking with other people about wine and making recommendations about different varietals. He and his wife also love to cook, and Barry thinks it is fun to find the best wine to complement their food. Barry often enjoys playing golf and is an avid runner. Barry's pattern of living expressed through these activities is referred to as his _______. a. personality b. roles c. lifestyle d. motivation

c. lifestyle

Consumers utilize three types of decision making styles which vary in level of involvement and other factors which affect their behavior. These styles include _______. a. situational involvement decision making, enduring involvement decision making, and complex decision making b. low involvement decision making, high involvement decision making, and complex decision making c. limited decision making, extended decision making, and routinized response behavior d. limited decision making, low involvement decision making, and high involvement decision making

c. limited decision making, extended decision making, and routinized response behavior

Farrah is a product manager for an outdoor specialty products company and has always been an outdoors enthusiast. In her free time, she competes in triathlons and enjoys taking vacations to national parks to hike and explore. Farrah's job and her hobbies mesh so well that she doesn't even feel like work is "work"—it's more recreation to her since she enjoys the product category so much. Farrah sees herself as an outdoors person—one who's independent, concerned about the environment, and hopes to minimize her carbon footprint. Farrah's _______ influences her purchasing decisions as she seeks to purchase items that reflect or enhance her persona. a. consumer socialization b. reference groups c. self-concept d. roles

c. self-concept

In which of the following stages of the consumer buying decision process does a person use evaluative criteria to assess a consideration set? a. Postpurchase evaluation b. Purchase c. Information search d. Evaluation of alternatives e. Problem recognition

d. Evaluation of alternatives

Teanna is at the shopping outlet on the day before her fiancé's birthday. She knows she shouldn't have waited so long to purchase a gift for him, but she couldn't decide what to get him. Teanna searches several stores and doesn't see anything she really thinks he will love, but she needs to buy him something. She finally decides on a ball cap with his favorite team's logo. Teanna is likely influenced by which situational influence? a. Social surroundings b. The reason for purchase c. Physical surroundings d. The time dimension

d. The time dimension

Philip is out shopping for a motorcycle. He sees a motorcycle he really likes, but he seems to remember reading something about its gas mileage. He racks his brain trying to remember but is unable to recall the information. He therefore decides to come back another day. He goes home and researches the motorcycle on the internet. During his information search, Philip performed _______ and then _______. a. an external search; an internal search b. an external search; another external search c. an information search; an internal search d. an internal search; an external search e. an internal search; another internal search

d. an internal search; an external search

Amy greatly admires Rochelle Davis and those like her. She views them as a(n) _______ that she wants to emulate and be like. a. opinion leader b. dissociative reference group c. role d. aspirational reference group e. membership reference group

d. aspirational reference group

Jackson enjoys cycling and is in the market for a new bicycle. He's fairly knowledgeable about bikes and knows most of the major brands such as Trek, Cannondale, Specialized, and Giant and will likely purchase one of these brands. These four brands are part of Jackson's _______ set. a. problem b. purchase c. alternative d. consideration

d. consideration

Cody is an avid music fan and has thousands of songs on his computer and smartphone. He has purchased some of the music through iTunes but has also received copies of music from his friends. He doesn't mind sharing his music purchases with his friends too—what could it hurt? He has heard that the music industry and various artists are upset over people sharing their music in this way. Cody's illegal sharing of music is an example of _______, which is estimated to cost the electronics and entertainment industries more than $50 billion annually. a. illegal sharing b. digital stealing c. consumer copying d. consumer misbehavior

d. consumer misbehavior

Target was negatively impacted by an international gang of computer hackers who were able to penetrate Target's database and stole information such as names, addresses, credit card account numbers, and digital passwords. This type of activity is called _______. a. consumer data theft b. consumer complaints c. retail hacking d. consumer misbehavior

d. consumer misbehavior

Social influences are forces that other people exert on buying behavior and are divided into seven major groups including family, roles, digital, opinion leaders, reference groups, social class, and _______. a. beliefs b. perception c. attitudes d. culture/subculture

d. culture/subculture

Natasha purchased a pair of Tieks, flats made from Italian leather, after seeing them numerous times on Pinterest. She read online reviews touting the shoes as comfortable and stylish. Natasha was influenced by _______. a. an opinion leader b. a reference group c. social class d. digital sources

d. digital sources

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. dynamic buying behavior b. situational involvement c. dynamic involvement d. enduring involvement

d. enduring involvement

The third step in the perceptual process is called _______, which is the assignment of meaning to what has been organized. a. learning b. redefining c. distortion d. interpretation

d. interpretation

When buyers purchase products occasionally or from unfamiliar brands within a product category, they are most likely to use _______. a. routinized response behavior b. extended decision making c. impulse buying d. limited decision making e. enduring involvement

d. limited decision making

The last several years, Frito-Lay has sponsored the "Lays Do Us A Flavor" competition where participants can enter flavor ideas for potato chips. Lays selects four flavors and offers these flavors in grocery and other retail outlets for a limited time. Participants can vote for their favorite flavor and the winner receives a cash prize. This promotion enables Frito-Lay to change the purchase decision for potato chips from _______ to _______. a. situational involvement decision making; enduring involvement decision making b. simple decision making; extended decision making c. limited decision making; routinized response behavior d. routinized response behavior; limited decision making

d. routinized response behavior; limited decision making

Paola is planning a major golf fundraiser for a local nonprofit organization and is spending several hours each week reviewing Pinterest posts and reading articles about how to implement a successful golf outing. She's not a golfer herself and has never participated in a golf outing before but wants to make sure the event is enjoyed by people who like golf and that it generates the donations her organization needs to deliver their services to the community. Paola's behavior can be explained by the concept of _______ involvement. a. concomitant b. enduring c. limited d. situational

d. situational (Situational involvement is temporary and dynamic, and results from a particular set of circumstances)

Samantha just got the news that she got passed over for a job she wanted. Now she is at the mall looking for a gift for her best friend's birthday. She is in a bad mood and does not want to be there. It's the Christmas season, so the mall is very crowded. After searching for a long time at a jewelry store, she finally finds the necklace her friend wanted. Samantha thinks the necklace is too expensive and is not even that attractive, but she buys it because she knows her best friend likes it. Which situational factor most contributed to Samantha's purchase? a. Physical surroundings b. Time dimension c. Social surroundings d. Buyer's mood e. Reason for purchase

e. Reason for purchase