Consumer behavior final

B

Which type of search can involve independent sources, personal sources, marketer-based information, and product experience? A. internal search B. external search C. primary search D. secondary search E. evoked search

C

Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events? A. latent B. manifest C. active D. inactive E. blatant

B

A brand whose perceived performance falls below expectations generally produces _____. A) satisfaction B) dissatisfaction C) nonsatisfaction D) elation E) fear

A

A socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format and that have symbolic meaning is referred to as a _____. A) ritual situation B) momentary condition C) prescriptive D) schema E) holiday

D

All EXCEPT which of the following nonmarketing factors affect a consumer's actual state? A. past decisions B. normal depletion C. product/brand performance D. reference group E. availability of products

C

All EXCEPT which of the following nonmarketing factors affect consumers' desired state? A. reference group B. household characteristics C. normal depletion D. financial status/expectations E. culture

a

All those factors particular to a time and place that do not follow from knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior are known as _____. A) situational influence B) motivators C) consumption triggers D) consumption influencers E) motivational influence

A

Amy is shopping for a dress to wear to a formal dance. She tried on several dresses, not even noticing the price of each. After about two hours of this, she tried one on and exclaimed, "This is it!" That particular dress was the one that she thought made her look fabulous, so she bought it. Which type of choice did Amy use to select this dress? A. affective choice B. attitude-based choice C. rational choice D. attribute-based choice E. instrumental choice

C

An outlet or brand whose performance confirms a low-performance expectation generally will result in _____. A) satisfaction B) dissatisfaction C) nonsatisfaction D) elation E) anger

A

Binge drinking among college students can be described as a(n) _____. A) ritual behavior B) socially desirable behavior C) task accomplishing behavior D) antecedent behavior E) value-expressive behavior

B

Carla continued to search for information on cars even after she purchased one. She would go over her decision in her head, and pay attention to ads that featured the car she bought. She was also noticing how many other people drove her model of car, which made her feel more confident that she made a wise decision. Carla is attempting to reduce _____. A) consumption guilt B) postpurchase dissonance C) postpurchase shame D) postpurchase fear E) consumption anxiety

B

Cindy did almost all of her Christmas shopping on the Internet last year. She enjoys buying online and does so frequently. She'll tell anybody who will listen how wonderful it is to shop online, especially since she lives in a small city that does not have all the wonderful retail stores she likes. Cindy would be categorized as which segment of online shopper? A. Retailer's Dream B. Shopping Lovers C. Fun Seekers D. Adventurous Explorers E. Cyber Shopper

C

Coca-Cola has a large brand-loyal purchaser segment. Which marketing strategy is appropriate for this brand? A. capture strategy B. acceptance strategy C. maintenance strategy D. preference strategy E. disrupt strategy

D

Which type of consumer problem is one on which the consumer is not aware? A. latent B. manifest C. active D. inactive E. blatant

C

Connie just purchased her first new car, and she's actually feeling a little bad about it. She's concerned about how much money she spent and how long she will be making car payments. She's not sure she made the right choice, either. She liked another car a little better, but ended up purchasing another model. Connie is experiencing _____. A) postpurchase worry B) postpurchase guilt C) postpurchase dissonance D) postpurchase shame E) postpurchase fear

A

Conrad is considering the purchase of a laptop computer. He has decided that he will not spend more that $1200, the computer must weigh no more that 4 pounds, and battery life must last at least 4 hours. He has similar minimum requirements for a few other criteria he is using to evaluate alternatives. If an alternative does not meet ALL of these minimum requirements, he will not consider it further. Which decision rule is Conrad using? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

B

Consumers' general approaches or patterns of external search are termed _____. A. social status B. shopping orientations C. involvement D. motives E. differentials

A

Decisions made by consumers regarding the _____ situation can create significant social problems as well as opportunities for marketers. A) disposition B) purchase C) communication D) expanded usage E) usage

A

Decor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object are included in which situational characteristic? A) physical surroundings B) social surroundings C) temporal perspectives D) task definition E) antecedent states

C

Doubt or anxiety regarding a purchase a consumer has made is known as _____. A) postpurchase worry B) postpurchase guilt C) postpurchase dissonance D) postpurchase shame E) postpurchase fear

C

Even if a dissatisfied consumer takes no external action, which of the following is likely? A) will engage in negative work-of-mouth B) will stop buying that brand C) will have a less favorable attitude toward the store or brand D) will stop buying at that store E) all of the above

C

Experience, familiarity, social status, shopping orientation and product involvement are examples of which factor that influences the expected benefits and perceived costs of search? A. market characteristics B. product characteristics C. consumer characteristics D. situation characteristics E. personality traits

B

Hailey purchased furniture for her living room and spent quite a bit of money. After she purchased it, she started regretting that she spent so much and she wasn't sure she liked the furniture. To make herself feel better, she told herself that the other furniture she was considering really wasn't that good and probably would not last as long as the furniture she ended up purchasing. Which of the following is Hailey using to reduce her postpurchase dissonance? A) Increasing the desirability of the brand purchased. B) Decreasing the desirability of rejected alternatives. C) Decreasing the importance of the purchase decision. D) Reversing the purchase decision. E) Increasing the importance of the purchase decision.

D

Hank is seen by others as the guy to go to if they have questions related to the Internet. He recently helped his friend download music from iTunes for his new iPod MP3 player. Hank also likes to shop online because, to him, it's more fun than going to a store. To which segment of online shoppers does Hank belong? A. Retailer's Dream B. Shopping Lovers C. Fun Seekers D. Adventurous Explorers E. Cyber Shopper

C

In which situation do marketers attempt to place their ads in appropriate media contexts to enhance their effectiveness? A) communications B) purchase C) usage D) disposition E) preliminary

E

Joanne is considering the purchase of a microwave oven and has four evaluative criteria. For each criterion, she has attached an importance weight ("W"), and each brand is evaluated on its performance on that criterion ("B"). Then a rating is calculated by summing the product of the B's and W's on a criterion for each brand, and the brand with the highest overall rating is chosen. Which type of decision rule is Joanne using? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

A

Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____. A) satisfaction B) dissatisfaction C) amazement D) nonsatisfaction E) surprise

D

Joseph is considering the purchase of a computer, and he is comparing brands on the basis of price, memory, speed, and reliability. He mentally ranks each alternative on these attributes and makes a selection based on these rankings. Joseph is using which type of choice process? A. affective choice B. attitude-based choice C. rational choice D. attribute-based choice E. instrumental choice

D

Kimberly loves the ham and turkey from the Heavenly Ham store. There is only one store in her town, though, and it is pretty far away. She goes that direction on Saturdays for her daughter's music lesson, but by the time it's over and she's heading home, the store is already closed. Sometimes she brings a cooler and stops there before her daughter's lesson, but most of the time she forgets to bring the cooler. She usually ends up buying lunch meat at the grocery deli. Which reason for changing providers does this represent? A) involuntary switching B) responses to service failures C) pricing D) inconvenience E) ethical problems

C

Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____. A) satisfaction B) dissatisfaction C) nonsatisfaction D) elation E) guilt

C

Many elderly consumers have problems with arthritis. This painful condition makes it almost impossible for them to open jars or medicine containers because the joints in their fingers are so stiff. Which type of consumer problem is this? A. latent B. manifest C. active D. inactive E. blatant

D

Mark is developing the marketing strategy for his business, which is a retail store. He knows that situation characteristics will interact with his marketing activity. Which of the following is a situation characteristic he needs to consider? A) social class B) attitudes C) lifestyle D) task definition E) all of the above

D

Miles is considering the purchase of a new car. Price is the most important criterion for him, and he will only consider those models that do not exceed $20,000. Since several models satisfy this criterion, he then considers how each alternative performs with respect to gas mileage, and he will not consider any that get less than 20 miles per gallon in the city. Which decision rule is Miles using? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

A

Nakeisha wants to purchase some new make-up, but she wants something different from what she is currently using. Since she has experience with this product, she just thinks of the other products she has tried and decides to purchase one of those. Which type of information search has Nakeisha performed? A. internal search B. external search C. primary search D. secondary search E. evoked search

B

Nathan is purchasing a new computer, so he asks his friends and family for help in selecting one. He also has searched the Internet and visited the Dell, Gateway, and IBM Web sites and has consulted Consumer Reports. Nathan is conducting which type of information search? A. internal search B. external search C. primary search D. secondary search E. evoked search

A

Once a problem is recognized, relevant information from long-term memory is used to determine if a satisfactory solution is known, what the characteristics of potential solutions are, what are appropriate ways to compare solutions, and so forth. This is referred to as _____. A. internal search B. external search C. primary search D. ongoing search E. evoked search

E

Quaker introduced its "Quaker Oats to go" bar and marketed it as a healthy and convenient breakfast choice. Quaker's marketing message is designed to help the consumer to _____. A. search for information B. engage in self-assessment C. recognize a problem D. acknowledge breakfast as important and make it a priority in the their busy day E. c and d

C

Richard is studying how various usage situations influence the consumption of his company's products. He conducted qualitative analyses (i.e., focus group discussions and depth interviews) as well as surveyed a larger sample of consumers to better understand and quantify how products are used and the benefits sought in the usage situation by the market segment. Richard is performing the first two steps in an approach to develop _____. A) demographically-based marketing strategies B) geographically-based marketing strategies C) situation-based marketing strategies D) momentary conditions E) hedonic purchase situations

c

Rod wasn't expecting much from the painters that came to his house. True to form, they did not do a good job and confirmed his low-performance expectations. Rod is most likely experiencing _____. A) satisfaction B) dissatisfaction C) nonsatisfaction D) elation E) anger

C

Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation? A) whether to complain to the store or to the manufacturer B) whether or not to stop buying that brand C) whether or not to take any external action D) whether or not to initiate legal action E) whether or not to complain to a government agency

B

Sandy uses online banking, and her bank charges her $4.99 per month. However, she has seen ads for a competing bank offering free online banking services. She'd like to switch, but she realized that it might be difficult to do since she has several of her bill payments set up as automatic debits. The cost of changing to another bank represent Sandy's _____. A) incurred costs B) switching costs C) effort costs D) balancing costs E) committed costs

C

Sharon has to purchase a gift for her mother and only has this afternoon to do so because her birthday party is that evening. She's wondering how she will be able get to the mall in time to pick out the perfect gift. This is an illustration of which situation characteristic? A) physical features B) social surroundings C) temporal perspective D) task definition E) antecedent state

D

The Martin's home has potentially unsafe levels of radon, but they have no idea because it is odorless and they have not been feeling any ill effects from it. In fact, several homes have this problem and the owners are not aware of it, and they may never become aware of it unless testing is done. What type of consumer problem is this? A. latent B. manifest C. active D. inactive E. dangerous

A

The brands or products one will evaluate for the solution of a particular consumer problem are called the _____. A. evoked set B. evaluative criteria C. alternative set D. preferred set E. awareness set

E

The evoked set is also called the _____. A. evaluative set B. alternative set C. awareness set D. preferred set E. consideration set

C

The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is known as _____. A. personal involvement B. product involvement C. purchase involvement D. enduring involvement E. activated involvement

A

The multiattribute model is which type of decision rule? A. compensatory B. noncompensatory C. disjunctive D. lexicographic E. elimination-by-aspects

A

The number of alternatives, price range, store distribution, and information availability are examples of which factor that influences the expected benefits and perceived costs of search? A. market characteristics B. product characteristics C. consumer characteristics D. situation characteristics E. technological characteristic

E

The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? A) The degree of commitment or irrevocability of the decision. B) The importance of the decision to the consumer. C) The difficulty of choosing among the alternatives. D) The individual's tendency to experience anxiety. E) all of the above

A

The situation in which consumers receive information has an impact on their behavior and is referred to as the _____ situation. A) communications B) purchase C) usage D) disposition E) preliminary

D

The sum of all the physical features of a retail environment is referred to as the _____. A) store situation B) retail ambiance C) retail surroundings D) store atmosphere E) merchandising mix

A

Thomas is aware of several different brands of electric shavers, but he is only considering seriously three different brands. These three brands that Thomas is evaluating represent his _____. A. evoked set B. evaluative criteria C. alternative set D. preferred set E. awareness set

D

What are the types of consumer problems? A. latent and manifest B. primary and secondary C. low involvement and high involvement D. active and inactive E. actual and perceived

B

What is the first stage of the consumer decision process? A. information search B. problem recognition C. alternative evaluation D. purchase E. postpurchase behavior

D

What is the task in the rational choice theory? A. to identify a consumer's evoked set B. to identify the feelings and emotions influencing consumers' decisions C. to identify the trade offs consumers are willing to accept with respect to product attributes D. to identify or discover the one optimal choice for the decision confronting the decision maker E. to identify the cognitive structure of consumers when making a choice

B

When orange juice attempted to expand the various times of day when consumers would see orange juice as an appropriate beverage to consume, they were trying to influence which situation? A) communication B) usage C) purchase D) disposition E) all of the above

a

When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results. A) satisfaction B) dissatisfaction C) nonsatisfaction D) elation E) surprise

B

Which decision rule establishes a minimum level of performance for each important attribute (often a fairly high level), and all brands that meet or exceed the performance level for any key attribute are considered acceptable? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

A

Which decision rule establishes minimum required performance standards for each evaluative criterion and selects the first or all brands that meet or exceed these minimum standards? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

c

Which decision rule requires the consumer to rank the criteria in order of importance, and then the consumer selects the brand that performs best on the most important attribute? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

D

Which decision rule requires the consumer to rank the evaluative criteria in terms of their importance and to establish a cutoff point for each criterion, and all brands are first considered on the most important criterion, the second most important, and so on until only one brand remains? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

E

Which decision rule states that the brand that rates highest on the sum of the consumer's judgments of the relevant criteria will be chosen? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. compensatory

E

Which nonmarketing factor affects a consumer's desired state? A. culture/subculture B. normal depletion C. product/brand performance D. availability of products E. all of the above

E

Which of the following factors influences the expected benefits and perceived costs of search? A. market characteristics B. product characteristics C. consumer characteristics D. situation characteristics E. all of the above

A

Which of the following is NOT a consumption response? A) task definition B) problem recognition C) purchase D) disposition E) alternative evaluation

E

Which of the following is NOT a possible outcome once a consumer is satisfied? A) committed customer B) discontinued use C) repeat purchases D) increased use E) all of the above are possible outcomes

D

Which type of consumer choice process requires the knowledge of specific attributes at the time the choice is made, and it involves attribute-by-attribute comparisons across brands? A. affective choice B. attitude-based choice C. rational choice D. attribute-based choice E. instrumental choice

E

Which of the following is NOT an action a consumer may utilize to reduce dissonance? A) Increase the desirability of the brand purchased. B) Decrease the desirability of rejected alternatives. C) Decrease the importance of the purchase decision. D) Reverse the purchase decision (return the product before use). E) Increase the importance of alternatives that were not considered in the purchase initially.

A

Which of the following is NOT an online shopper segment? A. Technocrats B. Adventurous Explorers C. Suspicious Learners D. Fun Seekers E. all of the above are online shopper segments

E

Which of the following is a concern marketing managers have related to problem recognition? A. discovering consumer problems B. developing the marketing mix to solve consumer problems C. helping consumers recognize problems D. suppressing problem recognition among consumers E. all of the above

E

Which of the following is a noncompensatory decision rule? A. conjunctive B. disjunctive C. lexicographic D. elimination-by-aspects E. all of the above

C

Which of the following is a nonmarketing factor affecting consumers' actual state? A. social status B. household characteristics C. product/brand performance D. motives E. culture

A

Which of the following is a recommended strategy for retailers when consumers select the outlet first and the brand second? A. appropriate pricing B. brand availability advertising C. brand image management D. price special on brands E. co-op ads featuring brands

E

Which of the following is a step in the approach for developing situation-based marketing strategies that was given in the textbook? A) Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product. B) Survey a large sample of consumers to better understand and quantify how the product is used and the benefits sought in the usage situation by the market segment. C) Construct a person-situation segmentation matrix. D) Evaluate each cell in terms of potential. E) all of the above

A

Which of the following is the FIRST step in the approach for developing situation-based marketing strategies? A) Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product. B) Survey a large sample of consumers to better understand and quantify how the product is used and the benefits sought in the usage situation by the market segment. C) Construct a person-situation segmentation matrix. D) Evaluate each cell in terms of potential. E) Develop and implement a marketing strategy for cells that offer sufficient profit potential given your capabilities

B

Which of the following is true regarding postpurchase dissonance? A) All consumer purchase decisions are followed by postpurchase dissonance of some sort. B) The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. C) The individual's tendency to experience anxiety is not related to postpurchase dissonance. D) The easier it is to alter the decision, the more likely postpurchase dissonance will be. E) Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.

A

Which of the following statements is FALSE regarding consumer decisions and the consumer decision process? A. The decision process model provides useful insight into all types of consumer purchases. B. Consumer decisions are frequently the result of a single problem. C. Consumer decisions are rational and functional; otherwise they do not involve decisions per se. D. Some consumer decisions result from the convergence of several problems. E. Once the decision process begins, it may evolve and become more complex with multiple goals.

B

Which of the following statements is FALSE regarding information search? A. Consumers continually recognize problems and opportunities, so internal and external searches for information to solve these problems are ongoing processes. B. Searching for information is free. C. Information search involves mental as well as physical activities that consumers must perform. D. The benefits of information search often outweigh the cost of search. E. Consumers acquire a substantial amount of relevant information without deliberate search.

A

Which of the following statements is true regarding active and inactive consumer problems? A. Active problems require the marketer only to convince consumers that its brand is the superior solution. B. Active and inactive problems do not require different marketing strategies. C. An active problem is one of which the consumer is not aware. D. Even though a consumer is aware of it, an inactive problem is one that he or she has no desire to rectify. E. Active problems are more serious than inactive ones

C

Which of the following statements is true regarding consumer choice processes? A. Attitude-based choices require the knowledge of specific attributes at the time the choice is made. B. The greater the motivation to make an optimal decision, the more likely an attitude-based choice will be made. C. Motivation, information availability, and situational factors interact to determine which choice process will be used. D. Consumers do not use attitude-based choices for important decisions. E. Attitude-based choices require the comparison of each specific attribute across all brands considered.

A

Which of the following tends to be more holistic in nature, and the brand is not decomposed into distinct components that are evaluated separately from the whole? A. affective choice B. attitude-based choice C. rational choice D. attribute-based choice E. instrumental choice

B

Which online shopper segment is the most computer literate, does not view online shopping as novel, and aren't usually champions of the practice? A. Suspicious Learners B. Business Users C. Fearful Browsers D. Technology Muddlers E. Shopping Avoiders

D

Which situation involves consumers disposing of products or product packages after or before product use? A) communications situation B) purchase situation C) usage situation D) disposition situation E) task situation

B

Which theory assumes that the consumer is a rational decision maker with well-defined, stable preferences, and has sufficient skills to calculate which option will maximize his or her value and will choose on this basis? A. attribution theory B. rational choice theory C. dual coding theory D. affect theory E. calculated theory

situational influence

all those factors particular to a time and place that do not follow from a knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior