Marketing Chapter 6

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

False

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.

False

Consumer misbehavior is consumer behavior that is illegal.

False

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

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 __________________________.

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.

aspirational reference group

Companies often use celebrities popular with their target market to promote their products. In this case, the celebrities represent a(n) ______________.

aspirational reference group

Which of the following consists of three major components: cognitive, affective, and behavioral?

attitude

When a person fills in missing information in a way that conforms to a pattern or statement, this is known as ______________.

closure

Jamie works as a salesperson at a car dealership. He takes his sales very seriously. After selling a car to a customer, he waits two weeks and then calls the customer to see how they like their new car. He tries to reinforce the fact that they made a smart investment and that the dealership is there for any problems they might have. Jamie is attempting to reduce ________________.

cognitive dissonance

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 $100,000 and $150,000. 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. Suppose that after an extensive search, Wyatt has narrowed down his decision to three condos. All fall within his price range, and all of them are in a desirable location in town. These three condos are now a part of Wyatt's

consideration set

Purposeful actions to take advantage of and/or damage others during a transaction is best described as

consumer fraud

Behavior that violates generally accepted norms of a particular society is best described as _____________.

consumer misbehavior

Consumer behavior that violates generally accepted norms of a particular society is known as

consumer misbehavior

Copying computer software videogames, movies, or music without paying the producer for them is an example of __________________.

consumer misbehavior

_____________ include social media reviews on ecommerce sites, and review apps.

digital influences

During the final stage of the consumer buying decision process, a person might experience cognitive dissonance, which is _______________.

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

In which of the following stages of the consumer buying decision process does a person use evaluative criteria to assess a consideration set?

evaluation of alternatives

High-involvement, unfamiliar, and expensive products such as cars are most likely to involve _______________.

extended decision making

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 $100,000 and $150,000. 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?

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?

family influence

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?

impulse buying

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?

internal information search

When buyers purchase products occasionally or from unfamiliar brands within a product category, they are most likely to use ______________.

limited decision making

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 _____________.

motive

August loves going to Walmart because she loves its low prices. August enjoys searching for deals, and price is very important to her. For August price is a(n) __________________ for shopping at Walmart.

patronage motive

Which of the following categories is a situational factor?

physical surroundings

Buying a necklace for a friend regardless of ill mood or overcrowded mall. Which situational factor most contributed to Samantha's purchase?

reason for purchase

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

selective distortion

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?

situational

Which of the following influences on the consumer buying decision process result from time, circumstances, and location?

situational

John's lawnmower stopped working midway through mowing his front yard. His interest in researching replacement lawnmower brands is most likely to be _______________.

situational involvement

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

social

Which of the following is an open aggregate of people with similar social rank?

social class

Shawn went to a restaurant where the beer was mediocre and the place was run-down. The restaurant was out of many of its more popular menu items. Yet Shawn remembered the restaurant fondly because he had dinner with the girl he would end up dating steadily. They really hit it off that night. A few months later he decides to return to the restaurant, only to find that he was disappointed in the food and service. He thinks it's strange because he had such a good experience last time. What situational factor likely influenced Shawn's first experience?

social surroundings

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?

time dimension