MARKETING CHAPTER 5

Which of the following are examples of how the purchase situation influences buying? (Check all that apply.)

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

Which of these customers is experiencing dissonance?

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

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

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

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 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

During the _____ stage of the adoption process, the adopter continues to rethink the decision and searches for reinforcement of their choice.

confirmation

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

If a product that is popular in the United States is not popular in Brazil, this can be explained by _________ differences.

culture

When Dunkin' Donuts expanded from the United States into China, it realized that customers there did not like sweet snacks (like donuts) so it changed its menu to adapt to the Chinese market. The different attitudes in China are an example of differences in ______.

culture

Buying responsibility and influence vary greatly depending on the ______. (Check all that apply.)

culture product family

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

dissonance

In a weak economy, consumers feel ______. (Check all that apply.)

insecure in their jobs less likely to spend money

Consumer behavior is usually ______.

learned

Consumer ________ may result from things marketers do or from other stimuli.

learning

The adoption process and the decision process are similar, but in the adoption process _____ is more clear.

learning

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

Trisha has used dandruff shampoo before, but when she gets to the store, she isn't sure which brand of dandruff shampoo to buy. After studying various labels, she picks up a bottle and heads to the checkout. This is an example of _____ problem solving.

limited

When consumers have some previous experience with a product and are willing to put some effort into the purchase, they are likely to use ______ problem solving to make a buying decision.

limited

Economic buyers are consumers who ______. (Check all that apply.)

logically compare choices want the greatest satisfaction for time and money

Routinized response behavior happens with _____ involvement purchases.

low

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 ______.

recognizing an unmet need

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

regret

Routinized response behavior is employed when a consumer ______.

regularly purchases the product

Carol's husband told her about the change in the vehicle tax for their state, but Carol wasn't concerned about remembering the change because they were moving out of the state in six months. This is an example of selective ______.

retention

Greg is the first in line whenever the new smartphone is introduced because he always buys the newest phone on the market. This is an example of _____.

routinized response behavior

Needs related to protection and physical well-being are called ______ needs.

safety

Purchasing a life insurance policy fulfills a ______ need within consumer behavior.

safety

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 people accept only information that agrees with their previously learned attitudes and beliefs, they are using a process known as ______.

selective perception

Recalling only the details we desire to recall is known as ______.

selective retention

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

social class

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

that is completely new

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

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

True

A person's opinion that is not necessarily action-oriented is called a(n) ______.

belief

Charlie thinks the new soda tastes like cough medicine. This is an example of a(n) _____.

belief

Arrange the six steps in the adoption process in the correct order below, starting with the first step at the top of your list. Instructions

1.Awareness. 2.Interest. 3.Evaluation. 4.Trial. 5.Decision. 6.Confirmation.

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

1.Need awareness. 2.Problem solving. 3.Purchase decision. 4.Experience after the purchase.

Which of the following is an example of a low-involvement purchase for most people?

Buying a loaf of bread

Ethnic groups in the United States are experiencing which of the following? (Check all that apply.)

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

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

Consumer confidence

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

Family members influence many aspects of consumer behavior.

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

False

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

False

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

True

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

What are the four basic problem-solving steps a consumer may go through to satisfy a need? (Check all that apply.)

Information search Evaluate alternatives Set criteria Identify alternatives

Which of the following is not a reason why substantial customer knowledge is necessary for creating good marketing strategy?

It aids in deciding on facility layout.

Why do market strategists need to know a lot about their customers? (Check all that apply.)

It helps them precisely target their market. It aids in adapting an existing marketing mix. It aids in developing a marketing mix.

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

Learning

Which of the following are examples of social needs? (Check all that apply.)

Love Esteem Friendship

Michaela loves to read and buys books often. When she buys books, she is best fulfilling which need?

Personal

Match the type of need on the left with its specific example on the right. Instructions

Physiological need-> Food Psychological need-> Nurturing Desire for...-> Status Freedom from...-> Fear

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

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

Selective exposure

Which type of consumer behavior need involves the consumer's interaction with others?

Social

_________ _________ can amplify the voices of opinion leaders

Social media

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

True

Which of the following is an example of a personal need?

The need for accomplishment

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

attitudes

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

economic buyers

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

multicultural

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

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

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

A person who influences others is known as a(n) ______.

opinion leader

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

If one family member goes to the store and buys something, ______.

others may use the product

Christian will only buy UnderArmour products because he thinks all other brands are uncool. This is an example of selective ______.

perception

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

Rest is a ________ need; power is a ________ need.

physiological; psychological

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

problem-solving

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

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