Marketing Test 2 Chapter 7

Consumer buying decision process?

A five-stage purchase decision process that includes: Problem recognition, information search, Evaluation of alternatives, Purchase, Post Purchase evaluation

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

Consumer Misbehavior

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

False

Consumer misbehavior is consumer behavior that is illegal.

False

Social class tends to be separated into three categories in the majority of societies.

False (Criteria for grouping people into classes vary from one society to another)

What is cognitive dissonance?

Involves doubts in the buyer's mind about whether purchasing the product was the right decision. It most commonly occurs with an expensive, high-involvement product that is found to be lacking some of the desirable features of competing brands.

enduring involvement?

Ongoing and long-term involvement with a product (ex: owning a car)

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

Social

Buying behavior?

The decision processes and actions of people involved in buying and using products

Consumer buying behavior?

The decision processes and purchasing activities of people who purchase products for personal or household use and not for business purposes

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 situational involvement.

True

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

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

consumer misbehavior?

behavior that violates generally accepted norms of a particular society

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. What type of decision making will this purchase most likely involve?

extended decision making

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

Which of the following products would a consumer most likely use limited decision making in a purchase situation?

living room curtains

Problem recognition?

occurs when a buyer becomes aware of a difference between a desired state and an actual condition

Amy aspires to be a "super mom." She is a mother of three children and she writes novels for a living so she can be with her youngest children who are not yet in school. When she is not taking care of her children or working on her novels, Amy is usually looking through parenting blogs or reading books about how to be a better parent. One person she really admires is parenting expert Rochelle Davis. Rochelle has written a best-selling parenting book and maintains a popular blog. She stays up-to-date on current trends and is the go-to person for new products geared toward children. Amy views Rochelle as a role model and wants to be like her. Rochelle Davis' blog is so popular that a local children's toy company regularly sends her product samples in the hopes she will give them a positive review on her blog. Rochelle is most likely which of the following for the local children's toy company?

opinion leader

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

What is the latest stage during which a buyer can terminate the buying decision process?

purchase

Samantha just got the news that she got passed over for a job she wanted. Now she is at the mall looking for a gift for her best friend's birthday. She is in a bad mood and does not want to be there. It's the Christmas season, so the mall is very crowded. After searching for a long time at a jewelry store, she finally finds the necklace her friend wanted. Samantha thinks the necklace is too expensive and is not even that attractive, but she buys it because she knows her best friend likes it. Which situational factor most contributed to Samantha's purchase?

reason for purchase

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

situational involvement?

temporary interest in an offering, activity, or decision, often caused by situational circumstances (ex: purchase of tires is temporary and dynamic, resulting from a particular set of circumstances (worn tires)

The _________ subculture's higher income makes them a lucrative segment to marketers, but they do not always receive as much recognition in marketing efforts than other subcultures do.

Asian American

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

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

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

REI targets individuals who love and appreciate the outdoors. It therefore appeals to customers who have a(n) _______________ as outdoor enthusiasts.

self-concept

Samantha just got the news that she got passed over for a job she wanted. Now she is at the mall looking for a gift for her best friend's birthday. She is in a bad mood and does not want to be there. It's the Christmas season, so the mall is very crowded. After searching for a long time at a jewelry store, she finally finds the necklace her friend wanted. Samantha thinks the necklace is too expensive and is not even that attractive, but she buys it because she knows her best friend likes it. 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