test 2 mktg ch 7

Situational influences

Influences that result from circumstances, time, and location that affect the consumer buying decision process

selective exposure

The process by which some inputs are selected to reach awareness and others are not

Perception

The process of selecting, organizing, and interpreting information inputs to produce meaning

Consumer socialization

The process through which a person acquires the knowledge and skills to function as a consumer

Culture

The accumulation of values, knowledge, beliefs, customs, objects, and concepts that a society uses to cope with its environment and passes on to future generations

Which of the following categories is a situational factor?

physical surroundings

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

social

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

closure

buying behavior

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

cognitive dissonance

A buyer's doubts shortly after a purchase about whether the decision was the right one - Cognitive dissonance is most likely to arise when a person recently bought an expensive, high-involvement product that is found to be lacking some of the desirable features of competing brands.

consideration set

A group of brands within a product category that a buyer views as alternatives for possible purchase - For example, a consideration set of tablet computers might include devices from Apple, Microsoft, Dell, and Lenovo. A consumer will probably lean initially toward the one with which he or she is most familiar, or that his or her friends prefer, before conducting any additional searches.

subculture

A group of individuals whose characteristics, values, and behavioral patterns are similar within the group and different from those of people in the surrounding culture

reference group

A group that a person identifies with so strongly that he or she adopts the values, attitudes, and behavior of group members - Most people have several reference groups, such as families, work-related groups, fraternities or sororities, civic clubs, professional organizations, or church-related groups.

opinion leader

A member of an informal group who provides information about a specific topic to other group members

Self-concept

A perception or view of oneself

Personality

A set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations

roles

Actions and activities that a person in a particular position is supposed to perform based on expectations of the individual and surrounding persons

Selective distortion

An individual's changing or twisting of information that is inconsistent with personal feelings or beliefs

level of involvement

An individual's degree of interest in a product and the importance of the product for that person - As an example, involvement with wine can be used to segment consumers who will visit a winery. Those consumers with high involvement with wine differ significantly in visitation motives and patterns than those identified as low involvement.

attitude

An individual's enduring evaluation of feelings about and behavioral tendencies toward an object or idea

lifestyle

An individual's pattern of living expressed through activities, interests, and opinions

internal search

An information search in which buyers search their memories for information about products that might solve their problem

external search

An information search in which buyers seek information from sources other than their memories

motive

An internal energizing force that directs a person's behavior toward satisfying needs or achieving goals

social class

An open group of individuals with similar social rank

Impulse buying

An unplanned buying behavior resulting from a powerful urge to buy something immediately - Retailers set up gum, beef jerky, peanuts, and magazines close to the cash registers to encourage impulse buying.

consumer misbehavior

Behavior that violates generally accepted norms of a particular society

Learning

Changes in an individual's thought processes and behavior caused by information and experience

evaluative criteria

Objective and subjective product characteristics that are important to a buyer

Psychological influences

Factors that in part determine people's general behavior, thus influencing their behavior as consumers - Primary psychological influences on consumer behavior are perception, motives, learning, attitudes, personality and self-concept, and lifestyles.

patronage motives

Motives that influence where a person purchases products on a regular basis

selective retention

Remembering information inputs that support personal feelings and beliefs and forgetting inputs that do not

Information inputs

Sensations received through sight, taste, hearing, smell, and touch

Consumer buying behavior

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

Maslow's hierarchy of needs

The five levels of needs that humans seek to satisfy, from most to least important

social influences

The forces other people exert on one's buying behavior

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

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

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

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. Refer to Scenario 7.1. 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

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

consumer misbehavior

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. Refer to Scenario 7.1. What type of decision making will this purchase most likely involve?

extended decision making

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

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

false

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

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. Refer to Scenario 7.2. 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

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. Refer to Scenario 7.3. 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

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

self concept

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 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. Refer to Scenario 7.3. 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

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

extended decision making

A consumer decision-making process employed when purchasing unfamiliar, expensive, or infrequently bought products - for instance, a computer, car, or the services of a doctor or lawyer. The buyer uses many criteria to evaluate alternative brands or choices and spends much time seeking information and deciding before making the purchase.

routinized response behavior

A consumer decision-making process used when buying frequently purchased, low-cost items that require very little search-and-decision effort - For example, buyers spend little time or effort selecting most supermarket items such as soft drinks or batteries. If the preferred brand is out of stock, they will select a competing product with little thought.

limited decision making

A consumer decision-making process used when purchasing products occasionally or needing information about an unfamiliar brand in a familiar product category - For instance, if Procter & Gamble introduces a new Pantene brand shampoo, interested buyers will seek additional information about the product, perhaps by asking a friend who has used it, watching a commercial about it, or visiting the company's website, before making a trial purchase.

consumer buying decision process

A five-stage purchase decision process that includes problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation