Ch 3&4 SmartBook
Social class is determined by which two items?
A person's occupation A person's education
The best known self-regulatory group is the
Better Business Bureau
Which environmental force refers to the alternative firms that could provide a product to satisfy a specific market's needs?
Competition
________ is a movement to increase the influence, power, and rights of consumers in dealing with institutions.
Consumerism
Which of the following are among the goals of environmental scanning?
Continually acquiring information on external events Interpreting and identifying trends
Consumer touchpoints for outdoor clothier North Face would include which of the following?
Discussing North Face with a friend who owns a jacket. Shopping exposure to North Face at Kohl's department store. Seeing a North Face advertisement in Outdoor Magazine.
Which of the following are categories of information search?
Internal and external
Which is the final stage of the purchase decision process?
Postpurchase behavior
Put the five stages of the purchase decision process in the sequence in which they occur for high involvement purchases. (Put the first stage on top.)
Problem recognition information search alternative evaluation purchase decision postpurchase behavior
Motivation, perception, and lifestyle are considered what type of influence on the purchase decision process?
Psychological
From whom to buy and when to buy are decisions made during which stage of the purchase decision process?
Purchase decision
match the following forms of competition with the correct definitions.
Pure competition Many sellers offering similar products in a marketplace in which they have little control of marketing elements. Monopolistic competition Many sellers offering substitutable products within a price range. Oligopoly A few companies control the majority of industry sales. Monopoly A single seller of a product exists.
Match the form of competition with its correct example. Instructions
Pure competition: Wheat, grains, and rice Monopolistic competition Coffee, tea, soft drinks Oligopoly Cell phone carriers Monopoly Water, electricity, natural gas
Which statement about regulation as an environmental force is true?
Regulation often places restrictions on the activities of businesses.
Which two laws forbid monopolies or other actions that cause restraint in trade?
The Clayton Act The Sherman Antitrust Act
Which two statements are characteristics of high-involvement purchases?
The purchase can have serious personal consequences. The purchase could reflect on one's social image.
Which are rights codified by the 1962 Consumer Bill of Rights?
The right to be heard. The right to safety.
Which two of the following are characteristic of attitudes?
They are learned. They are consistently favorable or unfavorable.
Which two of the following are personal moral philosophies that have the most direct bearing on marketing practice?
Utilitarianism Moral idealism
Consumerism is ______.
a movement to increase the power and rights of consumers in dealing with institutions
Self-regulation is ______.
an alternative to government control in which industry attempts to police itself
The marketspace is defined as
an electronic exchange environment with computer technologies and digitized offerings.
Gretta has never tried Pert shampoo but she doubts that a shampoo can be effective as a two-in-one shampoo and conditioner. Her negative predisposition toward the brand is her ______.
attitude
Which of the following are included in culture?
attitudes values ideas
An example of ______, is the elimination of passwords based on facial or fingerprint recognition.
authentication technology
When a product is expensive, can have serious personal consequences, or could reflect on one's social image, those considering buying it are likely to ______.
be highly involved
When consumers are evaluating alternatives, they will clarify the information they have gathered in what three ways?
by developing consumer value perceptions by suggesting criteria to use for the purchase by coming up with brand names that might meet their criteria
To do a thorough environmental scan, a marketer must consider both current and potential ________ in designing a marketing strategy.
competitors
The actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions, is known as ______.
consumer behavior
_______ ________ is defined as the actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions. (Enter one word in each blank.)
consumer behavior
The process by which children learn how to save money and use a bank account is part of an overall process known as _____.
consumer socialization
When Time, Inc. publishes a kid's version of its Sports Illustrated publication it is attempting to influence today's children to purchase SI when they become adults. This process is an example of
consumer socialization.
Even when a product is well-suited for its intended targets, it won't be sold if ______.
consumers don't have the necessary income
Technology is causing a change in the customer assessment of value because its cost is plummeting, resulting in
consumers focusing instead on quality, service, and relationships with the retailer
A set of values, ideas, and attitudes that is learned and shared among members of a group is called ______.
culture
It is a difference in ________ that guides consumers in China to prefer cookies that are slightly sweeter and buyers in South America to prefer cookies that are much sweeter than in the United States.
culture
The demographic characteristics of a population and its ______ comprise the social forces in the environment.
culture
a company's ______ can be described as the set of values, ideas, and attributes that is learned and shared among its members.
culture
Describing a population with characteristics like age, gender, ethnicity, and income is referred to as
demographics.
The ________ is one of five components of an environmental scan because businesses are impacted by forces such as inflation, productivity, and consumer income. (one word)
economy
The performance of the __________ can be measured using the GDP, the rate of unemployment, or price changes.
economy
Which component of an environmental scan pertains to the income, expenditures, and resources affecting the cost of running a business or household?
economy
The process of continually acquiring information on events occurring outside the organization to identify and interpret potential trends is called ______.
environmental scanning
The moral principles and values that govern the actions and decisions of an individual or group are referred to as _____.
ethics
The moral values that govern the actions and decisions of an individual or group and serve as guidelines on how to act rightly and justly when faced with a moral dilemma are referred to as
ethics
Having completed his information search, a consumer's next step in decision making is to _________
evaluate alternatives
A good marketer can identify potential opportunities by paying close attention to environmental ________; it is important to continuously monitor the business environment in which a company operates.
forces
Which two of the following are macroeconomic factors?
gross domestic product inflation
Lifestyle is a mode of living that is identified by ______.
how people spend their time and resources
Perception is the process by which an individual selects, organizes, and interprets ________ to create a meaningful picture of the world.
information
Environmental scanning is necessary for an organization to ______.
interpret trends that may be a source of opportunity
Culture incorporates the set of values, ideas, and attitudes that are ________ and shared among the members of a group.
learned
What behavior does Beth show when she seems to know the exact location in the grocery store for every item on her shopping list?
learning
Psychographics is considered to be a measure of consumers' ______.
lifestyles
an electronic exchange environment with computer technologies and digitized offerings.
marketspace
Consumer income is a ______ factor that is important to marketers.
microeconomic
Moral idealism and utilitarianism are two prominent personal ________ that are important in marketing.
moral philosophies
What is considered a human rights abuse by an American company may be viewed as an acceptable business practice in China, which illustrates that ______.
moral standards are relative to particular societies
The energizing force that stimulates behavior to satisfy a need, such as having no laundry detergent to do the wash or running out of printer paper when you have a term paper due is known as _______
motivation
________ is the energizing force that stimulates behavior to satisfy a need.
motivation
Individuals who exert direct or indirect social influence over others are called _______ leaders.
opinion
Using a celebrity spokesperson in order to sell a product is an example of using the influence of _______ leaders.
opinion
Social responsibility means that organizations are ______.
part of a society and accountable to it for their actions
What is not a sociocultural influence that affects a consumer's behavior?
perception
________ is an individualistic process; one sees the Cadillac as a mark of achievement, another sees it as ostentatious.
perception
a ______ is described with demographics.
population
The final step, and a very important element in retaining and building a loyal customer base, in the purchase decision process is the _______ behavior stage.
postpurchase
During the last stage of the purchase decision process, known as ________, a consumer compares a purchased product with his or her expectations.
postpurchase behavior
Perceiving a difference in one's ideal and actual situations is the initial stage of the purchase decision process, one that is known as ______ recognition.
problem
The perception of a difference between a person's ideal and actual situation is known as
problem recognition.
Social responsibility includes the concepts of _________ responsibility, stakeholder responsibility, and societal responsibility.
profit
Select the three concepts of social responsibility.
profit responsibility societal responsibility stakeholder responsibility
Concepts from the field of ________ like perception and personality help marketers understand why and how consumers behave as they do. (one word)
psychology
_________ groups affect consumer behavior because they influence the information, attitudes, and aspiration levels that help set a consumer's standards
reference
People to whom an individual looks as a basis for self-appraisal or as a source of personal standards are known as a _____.
reference group
Which environmental force consists of restrictions state and federal laws place on business with regard to the conduct of its activities?
regulatory
Because culture is a socializing force that dictates what is morally right, moral standards are _____.
relative to particular societies
From which two sources is learning derived?
repeated experience and reasoning
After recognizing a problem, a consumer begins an internal _________, and sometimes an external one, for relevant information. (one word)
search
The purchase task, physical and social surroundings, temporal effects, and antecedent states are all _________ influences that can impact the purchase decision process.
situational
In the United States, the majority of new jobs are generated by _______ businesses.
small
The majority of the competitive landscape in this country is made up of ______.
small businesses
The demographic characteristics of a population and its culture are the basis of the ________ forces of the environment.
social
The relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped is called
social class
What two are sociocultural factors that influence consumer behavior?
social class reference groups
The fact that organizations are part of a larger society and are accountable to that society for their actions is the essence of
social responsibility
________ development involves conducting business in a way that protects the natural environment while making economic progress.
sustainable
What environmental force involves developing applications from science or engineering research?
technological forces
Which of the following environmental forces refers to inventions or innovations from applied science or engineering research?
technology
The right to be informed and the right to choose, as both pertain to the exchange process in marketing, are part of
the Consumer Bill of Rights.
The act that makes it unlawful to discriminate in prices charged to different purchasers of the same product is called ______.
the Robinson-Patman Act
An information- and communication-based electronic exchange environment occupied by computer technologies and digitized offerings is called
the marketspace
The five situational influences that have an impact on the purchase decision process are ______.
the purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states
Corporate culture can be defined as
the set of values, ideas, and attitudes that are learned and shared among the members of an organization
Consumer ________ are a marketer's product, service, or brand points of contact with a consumer from start-to-finish in the purchase decision process.
touchpoints
Using technology for the development of new products creates ______ for customers.
value
What are the newest forms of technological changes that are occurring now?
wearable technology blockchain
From whom to buy from and ________ to buy are the two choices left for a consumer once she has made the decision on an alternative.
when
