Marketing Chapter 6

_____ involves the buyer considering his own personal knowledge about a product based on past experience.

An internal search for information

What are the three components that make up a person's attitude?

Cognitive, affective, behavioral

What three outcomes are most common in post-purchase behavior?

Customer Satisfaction, employee satisfaction, and cognitive dissonance

Marketers can ensure post purchase satisfaction by

Demonstrating correct product use Encouraging customer feedback

Which one of these is NOT included in Maslow's Hierarchy of Needs?

Emotional needs

When a manufacturer offers a money-back guarantee on the purchase of its products to show that the products will perform as expected, it is most likely attempting to alleviate which risk?

Financial

Which of the following pertains to the performance of a product or service?

Functional needs

Which of the following is an example of a social risk when buying a new suit for an interview

If it will impress the prospective boss

Which of the following is NOT one of the four factors that affects the consumer decision process?

Implementation factors

Alternative evaluation often occurs while the consumer is engaged in which of the following steps of the consumer decision process?

Information search

Bubba is buying old classic rock CD's and can't decide between buying the AC/DC, Metallica, Guns n Roses or Lynyrd Skynyrd album. Looking at price, song count, and other attributes to narrow down his decision, what type of model is Bubba applying while choosing an album to buy?

Multi-Attribute Model

What is the first step in the consumer decision process?

Need Recognition

The discrepancy between a consumer's actual state and desired state is associated with which of the following steps in the consumer decision process?

Need recognition

The fact that a family would spend a lot more time researching the market before buying a new car than it would in the decision to purchase an inexpensive kitchen appliance, like a coffeemaker, can bestbe explained by which of the following concepts?

Perceived benefits versus perceived costs of search

Of the five types of risk associated with purchase decisions, which one involves the perceived danger inherent in a poorly performing product or service?

Performance

According to Maslow's hierarchy of needs, which of the following needs do people seek to meet first before meeting any other need?

Physiological

Bill buys a TaylorMade M1 driver from Chinese website DHgate.com for $45. Bill later finds out that club making companies warn of buying clubs from China as the clubs can break and even cause injuries to people due to clubs breaking and pieces of metal flying at high speeds. What type of actual or perceived risk is Bill experiencing?

Physiological Risk

Ralph and Lauren are shopping for polo shirts when Lauren finds a shirt that is pink with blue horses on it and really is interested in buying the $100 shirt over the polos on sale. What type of need is Lauren conveying?

Psychological Needs

_____ pertain(s) to the personal gratification consumers associate with the product or service

Psychological Needs

_____ pertain(s) to the personal gratification consumers associate with the product or service.

Psychological needs

While evaluating alternatives, all of the following are considered attributes sets except...

Recall

Marché Restaurants are based upon an open aired Swiss market where people can see their food being made, squeeze fresh juices, and sit in a comfortable crowd free environment. Which factor does Marché use to influence their customers decisions of choosing their restaurant?

Situational Factors

Which of the following is neither an actual of perceived risk associated with purchase decisions?

Systematic

According to the elaboration likelihood model, which of the following variables determines whether limited or extended problem solving will operate in a particular purchase decision?

The level of involvement

According to the consumer decision process, after consumers recognize the need for a product, they then engage in

an information search.

The vast majority of products and services are likely to satisfy

both functional and psychological needs.

Because not all purchase intentions result in an actual purchase, marketers calculate the _____ to measure how effectively a decision to purchase a specific product results in a completed purchase.

conversion rate

The salient or important attributes about a particular product that a consumer bases his or her product evaluation on are called

evaluative criteria.

_____ is a buying decision made by customers on the spot when they see the merchandise.

impulse buying

Which of the following factors do NOT affect consumers' search process?

lifestyle

A purchase decision that typically involves (at most) a moderate amount of effort and time is called

limited problem solving.

External agencies and government bodies publish safety ratings for cars to help consumers alleviate _____ risk.

physiological

Which is NOT part of the 5 types of actual or perceived risks?

political

Sometimes called buyer's remorse, _______ is the internal conflict that arises from an inconsistency between two beliefs, or between beliefs and behavior.

postpurchase cognitive dissonance

Marketers that set unrealistically high consumer expectations of a product through advertising or other types of promotion may generate higher initial sales, but it will eventually lead to _____ if the product fails to achieve these expectations.

postpurchase dissatisfaction

When consumers are engaged in the consumer decision process, the specific brands or stores they can readily recall in a product category are referred to as their _____ set.

retrieval

According to Maslow's Hierarchy of needs, which of the five needs is being displayed in this situation: You buy a Mercedes-Benz solely based on your own wants, not because it is the popular thing to do.

self-actualization