chapter 4

A person who provides the firm with the information about the customer is called a(n) __________________. a.) information provider b.) specifier c.) buyer d.) spoiler

a

According to the VALS Lifestyle Framework, successful, active, sophisticated, "take-charge" people with high self-esteem and abundant resources who seek to develop, explore, and express themselves in a variety of ways are known as ______________. a.) innovators b.) achievers c.) believers d.) strivers

a

Family members and organizational work groups are examples of __________________. a.) primary reference groups b.) secondary reference groups c.) aspirational groups d.) tuangou groups

a

In many organizations, secretaries, administrative assistants, and purchasing agents play which of the following roles in the purchase process? a.) gatekeeper b.) specifier c.) buyer d.) user

a

Key characteristics of _______________ are a well-defined set of purchase criteria and several familiar suppliers whose purchase offers are both well known and only marginally distinguishable from each other. a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

a

Which of the following best describes the type of family that includes the immediate group of father, mother, and children? a.) nuclear family b.) extended family c.) subsidized family d.) situational family

a

Which of the following is NOT an example of a social need as described by Maslow's hierarchy of needs? a.) success b.) affection c.) friendship d.) belonging

a

Which of the following rational decision models is the most studied approach to evaluation and choice? a.) linear compensatory model b.) lexicographic model c.) conjunctive model d.) disjunctive model

a

Which of the following roles in the purchase process best describes an individual who has the power to impede access to the decision-maker and influencers? a.) gatekeeper b.) specifier c.) buyer d.) user

a

Which of the following self-orientations of the VALS framework is guided by abstract idealized criteria? a.) principle-orientation b.) status-orientation c.) action-orientation d.) people-orientation

a

The customer making choices rapidly with little effort and often based on brand loyalty is an example of _______________. a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

a

Which of the following roles of the purchase process best describes a person who promotes the firm's interests, based on positive experiences with the supplier and/or personal relationships? a.) specifier b.) buyer c.) spoiler d.) champion

d

_______________ is the final stage of the purchase-decision process. a.) Recognizing problems b.) Acquiring information c.) Evaluating alternatives d.) Post-purchase process

d

Cognitive resources address people's ability to process information to make purchase decisions.

true

Economic benefits focus on price, cost savings, credit terms, and profits, and some customers maintain that there are the only benefits that matter.

true

Economic value for the customer is the competitive product's price, plus the added value from the firm's product.

true

In many organizations, secretaries, administrative assistants, and purchasing agents play the gatekeeper role in the purchase process.

true

Practical people with constructive skills who value self-sufficiency are called makers according to the VALS Lifestyle Framework.

true

Principle orientation is the self-orientation of the VALS framework that is guided by abstract idealized criteria.

true

Time availability impacts customers' ability to search for and make decisions about purchases, but also the types of goods and services that they purchase

true

____________ is the competitive product's price, plus the net added value from the firm's product. a.) Economic value for the customer b.) Bargaining power of the customer c.) Bargaining power of the supplier d.) Enforcement value

a

Which of the following type of values typically satisfy status, affiliation, reassurance, risk, and security needs? a.) functional values b.) psychological values c.) economic values d.) environmental values

b

According to Maslow's hierarchy of needs, all of the following are examples of physiological needs EXCEPT: a.) food b.) drink c.) shelter d.) friendship

d

An individual who seeks to prevent the customer from purchasing the firm's product is often referred to as a _______________. a.) gatekeeper b.) specifier c.) buyer d.) spoiler

d

Practical people with constructive skills who value self-sufficiency are called _______________ according to the VALS Lifestyle Framework. a.) actualizers b.) achievers c.) strivers d.) makers

d

The individual who has little direct role in the purchase decision, but often has veto power, is described as which of the following? a.) gatekeeper b.) specifier c.) buyer d.) user

d

_______________ are generally concerned with such dimensions as performance level, performance reliability, time and place availability, accuracy, and ease of use. a.) Functional benefits b.) Psychological benefits c.) Economic benefits d.) Environmental benefits

a

_______________ is the first stage of the purchase-decision process. a.) Recognizing problems b.) Acquiring information c.) Evaluating alternatives d.) Post-purchase process

a

_______________ refers to the manner in which consumers pursue and acquire products, services, and experiences to give "shape, substance, and character" to their identities. a.) Self-orientation b.) Group-orientation c.) Goal-orientation d.) Economic-orientation

a

A person exercising indirect influence by providing expertise like specifications can be best described as a ______________. a.) gatekeeper b.) specifier c.) buyer d.) user

b

A(n) _______________ includes grandparents, aunts, uncles, cousins, and in-laws. a.) nuclear family b.) extended family c.) subsidized family d.) situational family

b

In which of the following purchase-decision categories do customers have well-defined purchase criteria, but one or more alternatives is novel and performance is uncertain? a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

b

The purchase-decision process consists of _______ distinct stages. a.) four b.) five c.) six d.) seven

b

The self-orientation of the VALS framework that is guided by a desire for approval and opinions of others is called the _______________. a.) principle-orientation b.) status-orientation c.) action-orientation d.) people-orientation

b

_______________ impacts customers' ability to search for and make decisions about purchases, but also the types of goods and services that they purchase. a.) Economic resources b.) Time availability c.) Cognitive resources d.) Environmental resources

b

_______________ purchases are exemplified whenever a new supplier must be considered by the buyer or where a new material might replace a traditional choice, such as substitution of plastics for metal, or replacing traditional seeds with genetically altered varieties. a.) Routinized-response behavior b.) Limited problem-solving c.) Extended problem-solving d.) Perceptual problem-solving

b

_________________ include club and church members and professional organizations. a.) Primary reference groups b.) Secondary reference groups c.) Aspirational groups d.) Tuangou groups

b

According to the text, all of the following are examples of environmental influences that affect the consumer purchase-decision process EXCEPT: a.) culture b.) social class c.) cognitive resources d.) personal influences

c

First purchase of a house and first outsourcing of work previously done internally are examples of which of the following purchase-decision categories? a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

c

When organizations conduct _______________, their operational or management systems and several departments may be affected, and as a result, the breadth of personnel impacted may be quite extensive. a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

c

Which of the following best describes people who are conservative, conventional, with concrete beliefs based on traditional established codes such as family, church, community, and nation according to the VALS Lifestyle Framework? a.) actualizers b.) achievers c.) believers d.) strivers

c

Which of the following best describes the purchase decision categories is novel and the alternative(s) and potential supplier(s) are often new to the customer? a.) routinized-response behavior b.) limited problem-solving c.) extended problem-solving d.) perceptual problem-solving

c

Which of the following roles in the purchase process best describes an individual with the formal power to consummate the purchasing act with a supplier? a.) gatekeeper b.) specifier c.) buyer d.) user

c

Which of the following self-orientations of the VALS framework is guided by a desire for social or physical activity and risk-taking? a.) principle-orientation b.) status-orientation c.) action-orientation d.) people-orientation

c

Which of the following types of resources address people's ability to process information to make purchase decisions? a.) economic resources b.) time availability c.) cognitive resources d.) environmental resources

c

_______________ concern on the financial aspects like price and credit terms. a.) Functional benefits b.) Psychological benefits c.) Economic benefits d.) Environmental benefits

c

_________________ are those a person would like to join for reasons like prestige. a.) Primary reference groups b.) Secondary reference groups c.) Aspirational groups d.) Tuangou groups

c

According to Maslow's hierarchy of needs, friendship is an example of a physiological need.

false

Acquiring information is the first stage of the purchase-decision process.

false

Economic orientation refers to the manner in which consumers pursue and acquire products, services, and experiences to give "shape, substance, and character" to their identities.

false

Limited problem-solving best describes the purchase-decision category that is completely novel.

false

Making the decision is the final stage of the purchase-decision process.

false

Psychological benefits are generally concerned with such dimensions as performance level, performance reliability, time and place availability, accuracy, and ease of use.

false

The extended family best describes that type of family that includes the immediate group of father, mother, and children.

false

The user is the role in the purchase process that best describes an individual with the formal power to make the purchase decision.

false