Mkt 340 Ch. 6

the marketing manager for bloomingdale's knows that __ situational influences such as instore displays and special promotions as well as clean, ambient atmospherics can increase the probability of sales while buyer are in the store

shopping

factors that influence consumer behavior and are a part of the external __ environment, include the consumers' family, friends, reference groups, and culture in which they operate

social

identify the situational factors that could alter the consumer decision making at the time of purchase

specific purchase experience temporal factors that might alter the buyers state of mind particular buyers

t/f consumers may often evaluate alternatives while still engaged in the search process

t

t/f situational factors override or at least influence, psychological and social issues

t

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

one of the biggest problems for marketing managers that result from dissatisfied customers is

the possibility of negative word-of-mouth about the product

nick recently bought a new mp3 player. match the type of attribute set (on the left) with the type of alternative evaluation Nick experienced in the process

universal sets- he considers all types of personal music devices retrieval sets- he remembers six top brands such as apple, sony and panasonic evoked set- when deciding where to buy he limited his choices to sams club, best buy, or costco determinant attribute- he buys an apple ipod because it is user-friendly

a manager can improve the firm's ability to retain loyal customers it already has by adopting a __ program that helps manage the relationships between the brand and the buyer

CRM

pete likes to watch the history channel and regards it as his "default" channel when watching TV. if there is nothing else on, he always always finds something of interest to watch, illustrating which of the 3 attitude components about the network

affective

the consumer decision process

all of the steps consumers experience when trying to decide on whether or not to make a purchase

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

an information search

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

an internal search for information

a __ consists of 3 components. it is learned, long lasting, and might develop over a long period of time

attitude

gretta has never tried pert shampoo but she doubts that a shampoo can be as effective as a 2-in-one shampoo and conditioner. her negative predisposition toward the brand is her

attitude

which of the following statements about attitudes is correct

attitudes are enduring and passed from generation within one culture

a schoolteacher buys a video camera for his 5th grade class, unsure how he will use it. he is surprised to find he is using it in class several times a day to capture learning experiences. the attitude component developed after purchase is the __ component

behavioral

the vast majority of products and services are likely to satisfy

both functional and psychological needs.

which of the following attitude components about the history channel influences the way consumers receive and process factual programming about consumer and industrial products

cognitive

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

cognitive, affective, behavioral

Nathan was shopping for a new pair of athletic shoes. Although it would have been nice to take the shoes home immediately after purchasing them, he was willing to trade off immediate availability because he found that he could purchase the shoes online for a 50 percent discount. This is an example of using a

compensatory decision rule

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

Angela considered all sporting goods stores to be roughly equivalent in most ways; however, she considered REI stores to have an exceptional level of customer service. Customer service therefore, would be considered a _____ for her in evaluating sporting goods stores.

determinant attribute

perception as it influences consumer behavior is

developed through culture and family influences

upon the purchase of a car, the consumer might experience postpurchase or cognitive __, customer loyalty or customer satisfaction

dissonance

Roberta works out at a health club, goes to yoga classes, and reads magazines about women's health to satisfy her inner desires. Which of Maslow's needs is Roberta fulfilling?

esteem

Ethan considered three important attributes when deciding where he would do his banking: the convenience of the location, hours of operation, and interest rates for CDs. In this situation, these three attributes are called

evaluative criteria

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

evaluative criteria

4 brands have dominated the potato chip market in st louis nabisco is introducing a new brand, chip shape, next month. chip shape will probably have difficulty gaining any market share. the majority of buyers simply have not purchased anything but the 4 brands, which comprise most buyers' __ set

evoked

When Catherine was considering different brands of jeans to buy, she could think of only three she would actually consider purchasing. These three brands make up her _____ set.

evoked

jim 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

consumers often use __ problem solving for risky purchase decisions

extended

typically, consumers exhibit two types of behavior when buying based on the type of product or service they are purhcasing. they commonly engage in __ problem solving when buying a car or washing machine and in __ problem solving when buying shapoo or a box of noodles

extended limited

high buyer involvement is likely to lead to what kind of problem solving

extended problem solving

When John was considering buying a new car, he sought out unbiased information and ratings about different makes and models in Consumer Reports magazine as well as from Edmunds.com. Which of the following corresponds most closely to this aspect of the decision process?

external search for information

t/f need recognition occurs when there is no significant difference between actual and desired states

false

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

whenever Meredith buys toothpaste, she always automatically reaches for the same brand and puts it in her shopping cart with no thought or effort. Meredith is engaged in

habitual decision making

which of the following exemplifies steps that may occur during the post purchase behavior stage

having cognitive dissonance comparing a product to one's expectations feeling satisfied or dissatisfied

a real benefit of the consumer expecting there will be a positive response to their comment of complaint is

he is likely to spread negative work-of-mouth

Kerry was in her grocery store and saw a display for a new organic yogurt. She had not planned to buy it, but decided on the spot to buy one and try it. Kerry's purchase represents

impulse buying

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

information search

locating information from one's own memory

internal search

identify which of the following are categories of information search

internal search external search

jim considers the purchase of six pack of beer rather indifferently, as he will drink any brand that is fairly inexpensive. his low degree of intrest in beer classifies him as a low-__ beer buyer

invovlement

postpurchase behavior is critical to marketing managers primarily bc

it is the opportunity for marketers to measure and track satisfaction

marketing managers often appeal to consumers' __ when developing the marketing mix to be sure it fits with how they spend their time and money

lifestyles

Anna loves Adidas apparel for its style and comfort. She is in need of running pants and purchases a pair with the Adidas logo. This is an example of which type of purchase decision?

limited problem solving

which of the following factors does NOT directly influence how the consumer makes a purchase decision

macroeconomic factors

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

bill feels that he has been treated poorly and quite unfairly by the electronics store where he bought speakers. he is a customer who is very likely to spread bad or __ word-of-mouth about the firm to his friends and family

negative

a __ consumer is fairly undesirable to the marketer bc he is not loyal, does not repeat the purchase, and makes no positive word-of-mouth communications to other potential customers

passive

margaret bought an SUV with 4 wheel drive despite the fact she never goes off-road or drives into the wilderness. her purchase satisfies a significnt element of her __ lifestyle

perceived

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 best be explained by which of the following concepts?

perceived benefits versus perceived costs of search

there are several factors that can substantially affect the customer search process. Match the factor with an example of how the search process might be affected for kristin, a graduate student at a large university

perceived risk- kristin is worried the laptop she is buying will not have adequate memory for her needs locus of control- kristin has no choice of brand when it comes to laptops- her department uses special software that only runs on apple computers perceived cost/benefit analysis- kristin tries to decide between 2 laptops- one with a large hard drive v one for $100 less and a smaller hard drive

as a consumer views a package of crackers on the store shelf, he first recognizes and identifies the shape, then the color, then the items located around it. as he integrates that brand image into his knowledge of the choices in the product category, it is __ that interprets the images and stimuli differently for each consumer

perception

Sandy thinks the east side of her city is a great area to own a home and raise a family. John thinks the east side has a lot of crime, poor schools, and would be a poor choice of location to own a home and raise a family. Sandy and John have different _____ regarding the east side of the city.

perceptions

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

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

physiological

which of these is NOT one of the three components of an attitude

physiological

What is the correct theoretical progression of Maslow's hierarchy of needs, from the bottom of the pyramid to the top of the pyramid?

physiological, safety, love, esteem, self-actualization

the final step, and a very important element in retaining and building a loyal customer base, in the consumer decision making process is the __ phase

postpurchase

the key point in the consumer decision process at which marketers can solidify consumer loyalty is during the final step, the __ stage

postpurchase

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

which SET of influences are internal to the consumer, generated from within his identity and experience?

psychological

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

psychological needs

When she was looking for a new car, Francesca was considering both American- and foreign-made vehicles, but her father and boyfriend both encouraged her to buy American-made brands. Which of the following social factors explain this type of influence?

reference groups

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