Chapter 5: Final Consumers and Their Buying Behavior

The U.S. is becoming a _______ society, which brings opportunities and challenges for marketers.

Multicultural

When consumers know that they are unhappy about a purchase, this is called post-purchase ______.

regret

The basic forces that motivate people to do something are called ______, while those that are "learned" during a person's life are called _____.

Needs ; wants

When you are shopping at the grocery store, you may choose a particular brand of orange juice because that is what you grew up drinking. Choosing that brand of juice is an example of satisfying a ______.

Want

Which of these customers is experiencing dissonance? -Jenny decided to bring home both pairs of shoes and decide which ones went better with her outfit. -When Sara arrived home and tried on the dress, she wasn't sure it was right for the wedding she was going to. -Marcus decided to return the toaster because when he plugged it in, the toaster didn't work. -Korab refuses to shop at the local card shop because he thinks they charge higher prices.

When Sara arrived home and tried on the dress, she wasn't sure it was right for the wedding she was going to.

Until recently, most marketers in the United States considered the ______ as the family purchasing agent.

Wife

Psychographics is the study of _____.

a person's day-to-day pattern of living

Psychographics analyze a person's day-to-day patterns of living expressed in terms of AIOs, which stands for ______.

activities, interests, and opinions

Buyers often have second thoughts and wonder if they made the right choice. The technical term for this is _____.

dissonance

Jon wants to buy a new vacuum cleaner. He has talked to his sister about which model she uses and has gone online to compare different brands. He visited his local home center to test different vacuums before deciding which one he would purchase. Jon is using _____ problem solving as he makes this purchase.

extensive

The correct order and steps in the consumer decision process are _____.

need awareness, problem solving, purchase decision, and experience after the purchase

A major grocery store chain offers free apples at interstate rest areas during Labor Day weekend to drivers who are traveling. This is an example of how a firm might satisfy ______ needs of consumers.

physiological

If the makers of GreenLeaf Tea provide free bottles of the drink at the Boston Marathon for those participating in the race, the company is fulfilling a _____ need.

physiological

Once consumers identify a need, they often engage next in a ______ process that focuses on how to best meet that need.

problem-solving

Once families have children, their spending ______.

shifts to focus on education and medical care

There is a larger percentage of African Americans in the _____ states than in the ____ states.

southern; northern

Which of the following are reasons it can be difficult to understand consumer behavior? (Check all that apply.) -Behaviors are the same in each family. -Behaviors vary depending on product. -Behaviors vary by situation. -Behaviors do not impact marketing. -Behaviors vary from person to person.

-Behaviors vary depending on product. -Behaviors vary by situation. -Behaviors vary from person to person.

Predictive analytics help marketing managers determine _____.

A customer's future needs

The _____ process is the steps individuals go through on the way to accepting or rejecting a new idea.

Adoption

By 2019, how much buying power is predicted to reside in the African American community?

$1.4 Trillion

When consumers have no experience with a new idea, they go through steps in the _____ process in order to accept or reject the idea.

Adoption

Which of the following are examples of how the purchase situation influences buying? (Check all that apply.) -Bob buys a Mother's Day gift. -Terry bids on a painting at a charity auction. -Anne has only a few minutes between classes to buy lunch. -Wanda buys breakfast every morning.

-Bob buys a Mother's Day gift. -Terry bids on a painting at a charity auction. -Anne has only a few minutes between classes to buy lunch.

What three states contain more than half of all Hispanics living in the United States? (Check all that apply.) -Florida -Texas -California -Arizona -Wyoming

-Florida -Texas -California

Ethnic groups in the United States are experiencing which of the following? (Check all that apply.) -Growth in population -Decreasing population -Vast differences in buying patterns -Growth in buying power

-Growth in population -Growth in buying power

Ethnic groups in the United States are experiencing which of the following? (Check all that apply.) -Vast differences in buying patterns -Growth in population -Growth in buying power -Decreasing population

-Growth in population -Growth in buying power

What are the two main reasons for the increase in population within ethnic groups in the United States? (Check all that apply.) -Higher birthrates -Immigration -Longer lifespan -Increased income

-Higher birthrates -Immigration

What are the four basic problem-solving steps a consumer may go through to satisfy a need? (Check all that apply.) -Information search -Identify alternatives -Set criteria -Accept replacements -Evaluate alternatives -Deny accessibility

-Information search -Identify alternatives -Set criteria -Evaluate alternatives

Identify the shifts that occur in spending when children arrive in a young family. (Check all that apply.) -More spending on credit -More spending on vacations -Less saving of income -Focus on education and medical spending -Less spending on credit

-More spending on credit -Less saving of income -Focus on education and medical spending

Identify how having teenagers in a family impacts consumer spending habits. (Check all that apply.) -Teenagers eat more. -Teenagers would rather save than spend. -Teenagers listen to less music. -Teenagers have education needs.

-Teenagers eat more. -Teenagers have education needs.

In a weak economy, consumers feel ______. (Check all that apply.) -less likely to spend money -more likely to borrow money -insecure in their jobs -secure in their jobs -more likely to spend money

-less likely to spend money -insecure in their jobs

Economic buyers are consumers who ______. (Check all that apply.) -logically compare choices -want the greatest satisfaction for time and money -waste time and money over analyzing purchases -always buy the least-expensive brand of a product

-logically compare choices -want the greatest satisfaction for time and money

A person's views towards things that reflect a like or dislike are called ______.

Attitudes

What is a reflection of how economic factors are related to psychological influences?

Consumer confidence

A whole set of beliefs, attitudes, and ways of doing things shared by a reasonably homogeneous set of people is referred to as a ______.

Culture

People who thoroughly research and compare products in order to make the most satisfying purchases are called ______.

Economic buyers

A television ad portraying an inanimate doll dancing on its own, leading children to expect the doll to be able to dance, could be a(n) ______.

Ethical issue

Inaccurate customer beliefs that arise from a marketer's efforts raise questions about the marketer's ______

Ethics

Attitudes and beliefs can lead people to look forward to a result known as a(n) ______.

Expectation

Heidi bought the shampoo because the commercial said it would leave her hair feeling like it did when she left the salon. After using the shampoo, Heidi was disappointed to find it didn't live up to the claim. The outcome Heidi hoped for is an example of a(n) _____.

Expectation

True or false: A consumer's point of view toward something does not have an effect on learning.

False

True or false: Consumers always apply rational processes in their buying decisions.

False

True or false: Teenagers spend almost $100 billion a year on goods and services.

False

True or false: The ability to satisfy an economic need is independent of how much money a consumer has available.

False

The ability to meet economic needs most largely depends on ______.

Family income

Carol was going to buy a specific brand of facial soap. She really respects her sister's opinion of personal care items. After talking to her sister, she decides to purchase a different brand. This shows the impact of _____ on consumer behavior.

Family members

Which of the following statements about family members and consumer behavior is true?

Family members influence many aspects of consumer behavior.

The general behavioral principles that marketing managers can use to better understand a specific target market are called _____.

Frameworks

The largest ethnic group in the United States is ______.

Hispanics

Kara needs more toothpaste and knows she can buy some at the grocery store, the discount store, or the health and beauty store. Which stage of consumer problem solving is Kara using?

Identify alternatives

Social media does which of the following?

Increases the influence of opinion leaders

When a person has a first experience riding a roller coaster and becomes ill, a decision to ride a roller coaster in the future is not likely. This is an example of ______.

Learning

______ is a change in a person's thought process caused by prior experience.

Learning

Compared to other buying groups, Asian Americans are _____ likely to shop online.

More

When the economy is strong, consumers are _____ likely to borrow money to purchase a home or go on a vacation.

More

Place the four steps of the consumer decision process (assuming no backtracking) in the correct order, with the first step at the top.

Need awareness Problem solving Purchase decision Experience after purchase

Darren's company uses predictive analytics and finds that most tennis players replace the strings in their racquet every six months. They make sure to keep string in stock so customers will find it on the shelf when they shop. What was the purpose of the predictive analysis in this situation?

Needs awareness

Of the 19 million Asian Americans living in the United States, nearly _____ live in California.

One-third

A(n) __________ leader influences others regarding purchase decisions.

Opinion

Fernando is an avid photo hobbyist. When it comes time for any of his friends or family members to buy a new camera, they turn to Fernando. For cameras, Fernando is a(n) ______.

Opinion leader

Rest is a __________ need; power is a ___________ need.

Physiological; psychological

Andrea moved to a new apartment in the city and chose a nearby nail salon for a manicure. She ended up disappointed with the quality of the manicure and disliked the salon's ambiance, so she decided never to go to that salon again. What led to Andrea's decision?

Post-purchase regret

At a garage sale, Roland bought a pair of used sneakers that he thought he could wear while fishing. The next day he bought another pair of running shoes at a local Runner's World store. These examples show how a(n) _______ influences buying behavior.

Purchase situation

The consumer decision process starts with ______.

Recognize an unmet need

Connor is interested in buying a new car. During a recent road trip, he notices billboards that have car advertisements, but ignores all other billboard ads. He is using a process known as ______.

Selective exposure

When we notice only information that interests us we are using which selective process?

Selective exposure

A group of people seen as having similar or equal status make up a ______.

Social class

_____________ ____________ can amplify the voices of opinion leaders.

Social media

Consumers use rational decision-making processes ______.

Some of the time

As Rhonda wandered through the state fair, she could not help but smell the kettle-cooked popcorn—and she soon bought some. This is an example of how buying behavior is influenced by ______.

Surroundings

At an ice skating rink, Dawn noticed that everyone was warming up with hot chocolate. She went to buy one for herself. This is an example of how ______________ can affect buying behavior.

Surroundings

Extensive problem solving would likely be used to purchase a product ______.

That is completely new

An hour before a dinner with a big client, Jesse remembers he doesn't own a tie. He races to the nearest department store and quickly purchases one. In this case, Jesse's purchase was largely influenced by ______.

Time

Consumers make different purchase decisions when they are in a hurry. This is an example of _____ influencing a purchase situation.

Time

True or false: Almost every society has some social class structure.

True

True or false: People within the same cultural grouping tend to be more similar in outlook and behavior.

True

True or false: Ethnic groups deserve special attention when analyzing markets.

True (because the number of ethnic consumers is growing at a much faster rate than the rest of the U.S.)

Jillian and her husband knew they would buy another Toyota vehicle because all of the cars they owned were Toyota and they had always been happy with their cars. The confidence Jillian and her husband show in Toyota is an example of _____.

Trust

The level of confidence consumers have in a brand is known as _____.

Trust