Chapter 7 marketing

All of the following are marketer-dominated sources of information except

Friends

For which of the following products would a consumer most likely use limited decision making?

Hair Dryer

. In your market research into the buying behavior of a target market, you have confirmed that members of the group do in fact exhibit varying levels of involvement when buying certain products. For example, you confirmed the group has a __________ level of involvement when they are purchasing cars and clothing. When they are shopping for groceries, they exhibit a __________ level of involvement

High Low

. Experience has shown you that your customers' buying decisions can be significantly impacted by situational influences. You are analyzing past sales activities to better understand how these factors translate into sales impacts. Which of the following statements is true about situational influences on the consumer's buying decision process?

If the consumer is fatigued this could potentially be a situational influence on her buying decision process.

Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter, she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of

Impulse Buying

In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These sensations are called

Information inputs

Having used both Secret and Sure deodorants, Annette feels that Secret is a good product and the one that best meets her needs. She has formed a(n) ____ about Secret

Attitude

. What consumer research method is a means of measuring consumer attitudes by gauging the intensity of individuals' reactions to adjectives, phrases, or sentences about an object?

Attitude scale

Cognitive, affective, and behavioral are the three major components of

Attitudes

When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This principle is called

Closure

Marketers must understand a target group's culture if they hope to be construct an effective marketing mix for the target group. Culture is the accumulation of values, customs, beliefs and knowledge the target group possesses. Culture includes tangible items such as _____________. Additionally, culture includes intangible items such as ________________.

Clothing Laws

When shopping for detergent, Josh looks at Tide, Fresh Start, Surf, and All and chooses the one that is on sale. These four brands make up his ____ set.

Consideration

. In shopping for a new laptop computer for her master's degree program, Jocelyn has narrowed the alternatives to four brands. She is considering Dell, Toshiba, Sony, and Hewlett-Packard. These four brands make up Jocelyn's

Consideration set

Credit card companies maintain staffs of professionals whose primary responsibility is to monitor the activity on cardholders' accounts to spot potential fraudulent purchases or stolen cards. These staffs are employed to prevent which of the following

Consumer Misbehaviour

Children often achieve ____ by observing parents and older siblings in purchase situations and then through their own purchase experiences

Consumer Socialization

Shaun is going shopping with his dad to buy his first baseball glove for Little League. He listens to his dad talk to the salesperson at the sporting goods store, watches him examine the stitching in the glove and then rub his finger over the leather palm. Shaun's observations are part of his

Consumer socialization

There are a number of situational influences that impact the consumer's buying decision process. Which of the following is one of those influences?

Consumer's mood influences

Which of the following statements about the consumer buying decision process is true?

Consumers making limited decision making decisions may not go through all five steps of the process.

Which of the following statements about how a consumer organizes inputs that reach awareness is most accurate?

Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

. If a person's interest in the product category is ongoing and long term, it is referred to as situational involvement

False

. In Maslow's hierarchy of needs, the most fundamental need is safety.

False

. Information inputs that reach perceptual awareness are received in an organized form

False

. Once initiated, the consumer buying decision process always leads to a purchase

False

. The terms of sale (price, delivery, credit arrangements) are negotiated during the evaluation of alternatives stage of the consumer decision-making

False

A buyer's actions at any point in time are affected by one major motive

False

A consumer belongs to only one subculture

False

A person's self-concept may affect whether the person buys a product in a particular product category, but it has little impact on brand selection

False

An information input is less likely to reach perceptual awareness if it is related to an event that the person is anticipating

False

An opinion leader provides information and is viewed as an authority on many spheres of interest for reference-group participants

False

Within the information search step of the consumer buying decision process, what two primary aspects exist

Internal search and external search

. Which one of the following is most likely to be a product for which both the purchasing decision and the brand decision are strongly influenced by reference groups?

Jeans

. Ads for beauty products often suggest that purchasing these products will bring love, helping to fulfill one's social needs

True

. Just as attitudes are learned, they can be changed

True

. Maslow's hierarchy of needs is an explanation of how motives operate.

True

. Patronage motives influence where one purchases products on a regular basis

True

. Perception is a process in which an individual selects, organizes, and interprets information received through the sense organs

True

. Psychological influences operate within individuals to determine, in part, their behavior as consumers

True

. Time dimensions on the buying decision include how long it may take to become knowledgeable about a product

True

. When a product is a conspicuous one, reference-group influence is more likely to affect the brand decision

True

A consumer may receive a marketer's information and perceive it differently from the way the marketer intended

True

A major part of perception involves information processing

True

A marketer's use of framing can make a product characteristic seem more important to a consumer and can facilitate its recall from memory

True

A person receives information inputs through the senses

True

A reference group acts as a point of comparison and as a source of information for an individual

True

Although marketers may attempt to influence what a consumer learns, their attempts are seldom fully successful

True

An attitude consists of one's evaluation feelings and behavioral tendencies toward an object or idea

True

An attitude scale is useful in helping to measure the intensity of feelings toward an object.

True

Asian Americans are the fastest growing and most affluent U.S. subculture, but with respect to buying behavior, Asians are generally not willing to pay more for distinct, well-known brands

False

Changes in culture do not affect product development

False

Consumers' buying decisions are not affected by other people

False

Dissatisfaction may occur shortly after a purchase; this is called cognitive dissatisfaction

False

During the evaluation of alternatives stage of the consumer buying decision process, the buyer selects the seller from whom he or she will purchase the product

False

Family influences are not directly related to purchasing decisions

False

Income is the key factor in determining a person's social class

False

Learning associated with purchase behavior is not particularly affected by reinforcement

False

Limited decision making is used when purchasing frequently bought, low-cost items needing very little decision effort

False

Marketers can control the perception of potential buyers

False

Motives always operate at a conscious level.

False

Motives include knowledge and positive or negative feelings about an object

False

Situational influences can be classified into five different categories including physical surroundings, social surroundings, personality, purchase reason, and time perspective

False

Situational influences generally have the greatest influence during the initial stage of the consumer buying decision process

False

Situational influences would likely not affect a high school senior searching for a college or university to attend.

False

Social surroundings during the purchase decision do not include the presence of a salesperson

False

The actual act of purchase is the second stage of the consumer buying decision process

False

The criteria used to group people into classes are basically the same in all societies

False

The evaluative criteria are objective but not subjective product characteristics that are important to a specific buyer when purchasing a product.

False

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

False

When buying frequently purchased, low-cost items, a consumer uses extensive decision making

False

The forces that other people exert on one's buying behavior are called social influences. These come from reference groups and opinion leaders, social classes, culture and subcultures, roles, and

Family

The consumer buying decision process involves _______ stages. The first stage is ____________, and the last stage is _____________.

Five; Problem recognition; Post-purchase evaluation

. A role consists of a set of actions and activities that a person in a particular position is expected to perform

True

. Which of the following statements regarding social class is true?

A social class is an open aggregate of people with similar social ranking

Which American subculture spends the highest proportion of its income on phone services, children's clothing, and shoes?

African Americans

Abercrombie and Fitch is developing a program to get to know its customers. Which of the following is NOT a reason why A & F needs to unnderstand consumer buying power

All customers are the same when it comes to buying behaviour

Which of the following is the fastest growing, most affluent subculture in the United States?

Asian Americans

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others. Positive feelings generated by satisfaction with Skola's response will become part of Steve's

Attitude

Which of the following is an example of consumer misbehavior?

Shoplifting

. You have been invited to attend a meeting of a special interest group that a good friend is a part of. You accept the invitation and agree to attend the group's next meeting. After attending the meeting, you realize you are passionately opposed to everything the group stands for. You tell your friend you never want to attend another meeting or associate with anyone who is a part of that group. However, you will make a special allowance for your friend. In terms of social influences, which of the following terms best describes the group as it relates to you?

Dissociative reference group

Mario and his friend have been talking about their love of Bose headphones and speakers. Mario's friend mentions a consumer report that he read the week before that stated Bose products had higher prices but lower quality than in previous years. Mario thought to himself that perhaps his friend had misread the report, because Bose had always been the best. This perceptual process is known as selective

Distortion

Chloe and Max are searching for a health club to join. This purchase will likely be affected by ____ involvement

Enduring Involvement

Justin is purchasing his third car in past 5 years. He has been 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

Enduring involvement

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Since Alicia and Carlos were using gas mileage as one of their evaluative criteria, they are most likely in the ____ phase of the consumer buying process.

Evaluation of Alternatives

A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a separate phone line. The buyer has expressed his or her

Evaluative criteria

A group of brands that a consumer views as alternatives for possible purchase is called a(n)

Evoked Set

Which of the following products would probably require extended decision making before a purchase?

Expensive products

. Beth Hines is buying furniture for her apartment for the first time. She is spending considerable time and effort comparing the products that different stores offer. Which type of decision-making process is she using?

Extended

Jose and Teresa are searching for an apartment. They will most likely engage in which one of the following forms of decision making?

Extended decision making

Mark is shopping for a new suit to wear to an important interview. He really wants to impress his prospective employer and is shopping at many stores to find the right outfit. Martin is using which type of consumer decision-making process?

Extended decision making

High school seniors who are trying to decide which college to attend; and newlyweds looking to buy their first home exhibit the same behavior with respect to their level of involvement in their buying process. Which of the following best describes this common buying behavior

Extended problem solving behavior

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 _______, and his calling a friend was ______.

External information search; also external information search

. A social class is a closed aggregate of individuals with similar social ranking

False

. An information search, once completed, should identify for the buyer the one brand that he or she views as the best alternative

False

. At a single point in time, a person's motives are all of equal strength

False

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others. The change in Steve's behavior toward Skola's Auto Repair, caused by the company's response to his complaint, is a function of

Learning

Marketers often provide consumers with free samples, sometimes coupled with coupons, to help them gain experience with their products and facilitate consumer

Learning

Salina is shopping for low-calorie frozen dinners to take to work for lunch. Salina has always been mindful of the total calories and the number of fat grams in these dinners. However, after reading an article about the high sodium counts in frozen meals and the maximum grams of sodium a woman should eat daily, she now pays attention to the sodium as well. The changes in Salina's thought processes and behavior caused by this information is called

Learning

A major determining factor in deciding which type of decision-making process should be used depends on the individual's intensity of interest in a product and the importance of the product for that person. This is known as an individual's

Level of involvement

Shane spends most of his free time participating in extreme sports and traveling to exotic locations with a group of close friends who share his interests and opinions about most things. This is a description of Shane's

Lifestyle

Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do some comparison shopping before making a purchase decision. Jenny is engaging in

Limited Decision Making

Kellogg's is introducing a new bran waffle for toasters. Television commercials will be a key element in communicating the benefits associated with this product. Based on that decision, Kellogg's is expecting consumers to engage in what form of decision making?

Limited Decision Making

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others. . The type of decision making that Kate is using to select an auto repair shop would be

Limited decision making

When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar product category, he or she will most likely engage in

Limited decision making

When a new variety of Kashi whole-grain breakfast cereals is first introduced, consumers will most likely engage in ____ when deciding whether or not to purchase this new product

Limited decision making

Cole's smart phone is two years old and he would like to have a new one. This time, he wants to make sure that it has a longer battery charge and better geographic coverage since he is traveling three days a week for his new job. Cole is most likely to use _____ for this purchase.

Limited decision making behaviour

According to Coleman's major social class categories, which of the following social classes in our culture has these characteristics: lives in well-kept neighborhoods, generally price sensitive, and is often very involved in children's school and sports activities?

Middle Class

Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called

Motives

Evaluative criteria for brands within the consideration set are both

Objective and subjective

After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual

Organization

Luis likes shopping at Stein Mart, a discount department store, because he likes the prices, products, and services the store provides. His selection of this store as a regular stop when shopping is influenced by ____ motives

Patronage

Psychological influences that determine where a person purchases products on a regular basis are called

Patronage Motives

Melanie prefers to shop at Target for most of her household needs even though the same products and brands are available at Kmart. She prefers the service, location, and friendliness of the employees at Target. Melanie's reasons that influence her decision to shop at Target are called

Patronage attitudes

As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense organs. Brianna is experiencing the process of

Perception

. The results of many studies have been inconclusive regarding the association between buyer behavior and

Personality

Hereditary characteristics combined with personal experiences that together make an individual unique form one's

Personality

Grant Turner makes an appointment to visit with a new dermatologist in town because of a recent bad sunburn. When he arrives at the dermatologist's office, Grant notices a foul odor in the air, worn floor coverings, cluttered rooms that have paint peeling from the walls, and poor lighting. However, the other patients in the waiting room were talking about how much they liked the doctor. While Grant viewed the dermatologist as competent, Grant decided not to visit him again even though the dermatologist recommended a follow-up. Which situational influences are most likely to have affected Grant's decision?

Physical Surroundings

.Claire is beginning to wonder if she has made the right decision about purchasing a new HP Laptop after she sees a friend with a new Dell. Claire's doubt whether she made the right decision occurs during the ___________ of the buying decision process.

Postpurchase evaluation phase

When Julia goes to the first class of her Operations Management course, she finds out that in addition to the textbook she already purchased, she also needs a copy of the book The Goal. At which stage of the consumer buying decision process is Julia?

Problem recognition

. You commute a long distance to get to work every day, and the cost of gasoline is putting a strain on your personal finances. You realize that you need to look at buying a new car that gets better gas mileage, or that doesn't run on gasoline at all. In terms of the traditional consumer buying decision process, you are currently in the ___________ stage, and you are about to enter the ___________ stage.

Problem recognition; Information search

After doing considerable shopping, Eric has just decided what brand and type of athletic shoes to buy and where he's going to buy them. In what stage of the consumer buying decision process is Eric

Purchase

During which stage of the consumer buying decision process does a consumer decide from which seller he or she will buy the product?

Purchase

Jennifer is interested in joining Kappa Lambda Iota sorority. She begins to shop at Sarah's, a local store where the Kappas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Jennifer is influenced by

Reference Group

Which of the following consumer decision-making processes will probably be used in purchasing toothpaste

Routinized response behavior

Shortly after moving into their new home, Mark and Katherine Gould purchase and install smoke detectors and an alarm system. The Goulds are concerned about fulfilling their need for

Safety

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. The fact that Alicia had remembered the gas mileage of the Toyota Sienna incorrectly is most likely an example of

Selective Distortion

Psychological influences are internal factors that impact a consumer's buying decision process. More specifically, ___________ is one type of psychological influence wherein the consumer has a tendency to twist or change information received to fit their own personal feelings or beliefs.

Selective Distortion

Antonio is in the market for a new car. He believes that lately there have been more car ads than usual on TV. The need Antonio has is most likely driving which of the following phenomena

Selective exposure

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others. . A dissatisfied Skola's Auto Repair customer told a friend about his experience. The friend has been a long-time Skola's customer and the next day, didn't remember what he told her. This is an example of

Selective retention

People's needs to grow, develop, and achieve their full potential are referred to by Maslow as ____ needs

Self Actualization

The U.S. Army recruits soldiers based on the slogan, "Army Strong," implying that people can reach their full personal potential in the U.S. Army. This is an appeal to what need according to Maslow's hierarchy of needs?

Self Actualization

Claire is a market research analyst for a global consulting firm. She will be traveling to London next month to present her research to a meeting of company executives from around the world. This presentation could be instrumental in the company's decision of whether she should be promoted at the end of this year. Claire has been thinking about the trip, which will be the first time she has been out of the country. She has decided to retire the old college luggage for a more professional-looking version and has begun to evaluate various brands. Claire is most likely facing _____ for this particular purchase.

Situational Involvement

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?

Situational involvement and extended decision making

According to Maslow's hierarchy of needs, human beings have five levels of needs they are constantly seeking to satisfy. The need for love and affection is an example of one of humans' _________________ needs

Social

. An open aggregate of people with similar social ranking is referred to as a

Social Class

. Our society uses many factors, including occupation, educational level, income, wealth, religion, race, ethnic group, and possessions, to group people into

Social Classes

. A consumer's buying decisions are affected in part by the people around him or her. Such people and the forces they exert on an individual buyer are called

Social Influences

. 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 ok, Jessie still had a great time and left with a positive opinion of the restaurant experience. Jessie's experience was likely influenced by

Social surroundings

Which of the following buying situations is most consistent with routinized response behavior

Stephanie buying bottled water

. Market researchers for a local bakery determined that Jewish people consume 63 percent of the portion of bagels sold in New York City. This is an example of ____ influence on consumer buying decision processes

Subcultural

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Toyota's production of commercials that featured Hispanic actors and the Spanish language is an example of marketing to

Subcultures

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is

The importance and intensity of interest in a product in a particular situation

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

Buying behavior refers to the decision processes and actions of people involved in buying and using products

True

By giving out free samples, marketers help customers learn about their products by helping them gain experience with them which makes customers feel more comfortable

True

Consumer socialization is the process through which a person acquires the knowledge and skills to function as a consumer

True

Consumers' purchasing decisions and brand decisions may be influenced strongly by reference groups

True

Expecting ethical business behavior reflects our culture.

True

Extended problem solving is used when unfamiliar, expensive, or infrequently purchased products are bought

True

High involvement products tend to be those that are expensive and visible to others

True

If an information input is useful in satisfying a person's current needs, it is more likely to reach perceptual awareness

True

Involvement level is one factor that affects a consumer's selection of a type of decision-making process

True

Involvement that is temporary and results from a specific set of circumstances is called situational involvement

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

Marketers may try to change consumers' attitudes toward a product if they feel that a significant number of consumers have strong negative attitudes toward it

True

Marketers must consider the different nationalities represented within the Hispanic and Asian-American subcultures because of the unique culture, history, and buying patterns of each ethnic group.

True

Motives can affect the direction and intensity of behavior

True

Not all the behavioral patterns and values attributed to specific subcultures apply to every member of that specific subculture

True

One's personality is a set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations

True

Problem recognition speed can vary from quite rapid to very slow

True

Product availability plays a major role in the purchase stage. If the highest-ranked product is unavailable, the consumer will most likely purchase the brand ranked second

True

Social classes are referred to as open aggregates of individuals because people can move into and out of them

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

The choice of a seller may actually affect the final product selection during the purchase stage of the consumer buying decision process

True

The phenomenon of selective exposure is associated with perception

True

The time that a buyer has to make a purchase decision is a situational influence

True

The values, knowledge, beliefs, customs, objects, and concepts of a society affect how people make purchasing decisions

True

The values, needs, interests, shopping patterns, and buying habits of various subcultures must be considered if a business wants to succeed

True

When a buyer receives information that is inconsistent with his or her beliefs, the buyer may distort the information to bring it more in line with those beliefs

True

When evaluating the alternatives, the buyer rates and eventually ranks the brands in the consideration set.

True

Purchasers who purchase products for perosnal or household use and not for business purpose are called the

Ultimate Consumers

Referring to Coleman's major social class categories, the social class in our society that favors prestigious schooling, neighborhoods, and brands is the

Upper Class

. The _____, of Coleman's social class categories, includes approximately 32 percent of the population, shops for best bargains, and buys sports and enjoys leisure activities like local travel and recreational parks.

Working class

Selective exposure refers to

admitting only certain inputs into consciousness.

The three major types of reference groups are

aspirational, disassociative, and membership

Problem recognition occurs when a consumer

becomes aware that there is a difference between a desired state and an actual condition.

Routinized response behavior is what a consumer does when

buying frequently purchased, low-cost items that need little effort

After purchasing a new Lexus, Brandon sees an Infinity pass by on the street and begins to wonder if he made the right choice. Brandon is experiencing

cognitive dissonance.

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Carlos' knowledge of the correct gas mileage is an example of the ____ component of his attitude toward the Toyota, while Alicia's feelings about the children in the commercial being happy in the Toyota van were an example of the ____ component of her attitude

cognitive; affective

After purchasing a product, postpurchase evaluation may result in cognitive dissonance. Cognitive dissonance is

doubts that occur because the buyer questions whether the decision to purchase the product was right

The five major stages of the consumer buying decision process, in order, are

problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation.

Evan has just been hired as a product manager for a major technology firm. Currently, he is making purchases for his new apartment and upcoming job. His purchase of _____ would most likely be done through extended decision making, while his purchase of ____ would be purchased through limited decision making behavior

flat screen TV; bath towels

An opinion leader is likely to be most effective under all of the following conditions except when the

follower has attitudes and values that are different from those of the opinion leader.

. A salesperson at Best Buy tells Donovan that the Sony Notebook is one of the most reliable computer notebooks ever made. Donovan, however, has just heard about a second Sony recall for this model because of overheating. If Donovan engages in selective distortion, his most likely response will be to

forget the information from the salesperson

A culture can be divided into subcultures according to

geographic regions or human characteristics, such as age or ethnic background

Stuart's little brother Kyle joined the boy scouts recently. Stuart notices that in addition to wearing the boy scout uniform, Kyle has been better about keeping his everyday clothes neat and clean, has been searching online for camping gear, and has become interested in "green" products. Stuart believes that the boy scouts are now a reference group for Kyle because he

has taken on many of the values, attitudes, or behaviors of group members.

According to Maslow's hierarchy of needs

individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

During the evaluation of alternatives stage of the consumer buying decision process, framing most likely influences the decision process of ____ buyers

inexperienced

An attitude scale measures the

intensity of a buyer's feelings toward a certain object

When Trevor realizes his liquor cabinet supply was devastated by last weekend's party, he first retrieves information from his memory about what types of liquor he and his friends like most and then asks the attractive clerk at the liquor store what she would recommend. Trevor started with a(n) ____ search and then progressed to a(n) ____ search.

internal; external

Assignment of meaning to organized information inputs is called

interpretation

Extended decision making is the type of consumer decision-making process that

is the most complex decision making behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.

Tori went to Sam's Wholesale Club to shop for a party she was hosting on the weekend. She knew that she could buy larger quantities of food items than she normally did, and they would also be much less expensive. She checked everything off her list and proceeded to the checkout lines. Passing a display of fresh flowers, she thought "Wouldn't those be nice for the party?" She selected one of the bouquets and placed it in her cart. Tori has most likely engaged in ______ when selecting the food for her party, and ____ when selecting the flowers.

limited decision making; impulse buying.

The three most widely recognized types of consumer decision makings are

limited problem solving extended problem solving, routinized response behavior.

Changing people's attitudes toward a firm and its marketing program is

long, expensive, difficult task that may require extensive advertising campaigns.

An attitude is

one's evaluation, feelings, and behavioral tendencies toward an object or idea.

Marketers who attempt to use reference-group influence in advertisements are most likely to succeed when messages indicate that

people in a specific group buy the product and are highly satisfied by it.

The primary psychological influences on consumer behavior are:

perception, motives, learning attitudes personality lifestyles.

Jana now feels that her teeth are not white enough after seeing advertisements for whitening toothpaste. Marketers promote these brands based on ____ needs, appealing to sex appeal

physiological

Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least basic to survival. These needs, in order from most to least basic to survival are

physiological, safety, social, esteem, self-actualization

Stefanie is shopping for groceries at her local supermarket. As she picks up laundry detergent, she sees the display of bathroom cleaners and remembers that she is about to run out of it at home. Stefanie tries to remember the specific brand that she used last time, because she thought that was the best in terms of performance and value. In terms of the consumer buying decision process, Stefanie's remembering that she was almost out of bathroom cleaner is the ____ phase of the buying decision process, where trying to remember what brand she last used was an example of the _____ phase.

problem recognition; internal information search

. The development of a person's self-concept is a function of

psychological and social factors

The five categories of situational influences are:

purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood.

Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not. This is known as selective

retention

Monique reads through her emails containing advertisements for sweaters from H&M, purses from JC Penney, and tennis shoes from Foot Locker. Later while at the mall, she remembers only the shoe ad, thanks to the recent tear in her own Reeboks. Monique has engaged in selective

retention

Carla is a prosecuting attorney for the city of Cleveland. She is also vice president for the local parent/teacher organization and a coach for her daughter's soccer team. The actions and activities associated with each of these positions constitute Carla's

role

. Stacy is going to the store to buy milk and cereal. She will most likely use ____ in her consumer decision-making process

routinized response behavior

While shopping at a local grocery store, Taylor sees a display of his favorite brand of energy drink. He buys some to take home for the weekend. This purchase process would be described as

routinized response behavior.

Perception is a three step process that involves

selecting, organizing, interpreting information inputs.

The three major categories of influences on the consumer buying decision process are

situational influences, social influences, and psychological influences.

There are situational influences that cannot be controlled.

true

In the consumer buying decision process, the information search stage

yields a group of brands that a buyer views as possible alternatives.