Chapter 5

Inaccurate customer beliefs that arise from a marketer's efforts raise questions about the marketer's ___. -compensation -production -target market -ethics

ethics

"______ _____" can amplify the voices of opinion leaders.

Social media

The general behavioral principles that marketing managers can use to better understand a specific target market are called _____. -logistics -productions -supplies -frameworks

frameworks

Which of the following is an example of a low-involvement purchase for most people? -Buying a pair of shoes -Buying a new car -Buying a textbook -Buying a loaf of bread

Buying a loaf of bread

A(n) "_______" leader influences others regarding purchase decisions.

opinion

What are the two main reasons for the increase in population within ethnic groups in the United States? -Higher birthrates -Longer lifespans -Immigration -Increased incomes

-Higher birthrates -Immigration

Which of the following are aspects of a culture? (Check all that apply.) -Homogeneous set of people -Shared attitudes -Shared beliefs -Shared town or city -Same gender

-Homogeneous set of people -Shared attitudes -Shared beliefs

What are the four basic problem-solving steps a consumer may go through to satisfy a need? (Check all that apply.) -Evaluate alternatives -Deny accessibility -Accept replacements -Identify alternatives -Set criteria -Information search

-Information search -Identify alternatives -Set criteria -Evaluate alternatives

Identify the shifts that occur in spending when children arrive in a young family. (Check all that apply.) -More spending on credit -Focus on education and medical spending -More spending on vacations -Less spending on credit -Less saving of income

-More spending on credit -Focus on education and medical spending -Less saving of income

Match the type of need on the left with its specific example on the right. -Physiological need -Psychological need -Desire for... -Freedom from... >Food >Nurturing >Status >Fear

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

Identify how having teenagers in a family impacts consumer spending habits. (Check all that apply.) -Teenagers have education needs. -Teenagers eat more. -Teenagers listen to less music. -Teenagers would rather save than spend.

-Teenagers eat more. -Teenagers have education needs.

In a weak economy, consumers feel _____. (Check all that apply.) -less likely to spend money -more likely to spend money -more likely to borrow money -insecure in their jobs -secure in their jobs

-less likely to spend money -insecure in their jobs

Economic buyers are consumers who ___.

-want the greatest satisfaction for time and money -logically compare choices

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. -Korab refuses to shop at the local card shop because he thinks they charge higher prices. -Marcus decided to return the toaster because when he plugged it in, the toaster didn't work. -Jenny decided to bring home both pairs of shoes and decide which ones went better with her outfit.

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

Predictive analytics help marketing managers determine _____. -software needs -transportation costs -the cost of a competitor's product -a customer's future needs

a customer's future needs

Psychographics is the study of _____. -a person's day-to-day pattern of living -a company's delivery schedules -a person's spending habits -a company's marketing projections

a person's day-to-day pattern of living

The _____ process is the steps individuals go through on the way to accepting or rejecting a new idea. -confirmation -differentiation -adoption -placement

adoption

When consumers have no experience with a new idea, they go through steps in the _____ process in order to accept or reject the idea. -buying -values -adoption -opinion

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 -routinized -primary -limited

extensive

The ability to meet economic needs most largely depends on ______. -store location -family income -product choices -competitor prices

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 -lack of willpower -lack of opinion -marketing

family members

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 -social class -reference group -family

culture

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

dissonance

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 ______. -buying -selecting -exposure -learning

learning

When experiences change the way we think, it is referred to as ______. -selecting -learning -buying -experience

learning

A television ad portraying an inanimate doll dancing on its own, leading children to expect the doll to be able to dance, could be a(n) ______. -ethical issue -sign of the times -green marketing campaign -technological mistake

ethical issue

Attitudes and beliefs can lead people to look forward to a result known as a(n) ______. -expectation -purchase -belief -exposure

expectation

Heidi bought the shampoo because the commercial said it would leave her hair feeling like it did when she left the salon. After using the shampoo, Heidi was disappointed to find it didn't live up to the claim. The outcome Heidi hoped for is an example of a(n) _____. -cue -value system -belief -expectation

expectation

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. -routinized -primary -extensive -limited

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. -extensive -primary -limited -routinized

limited

Routinized response behavior happens with _____ involvement purchases. -low -high

low

When the economy is strong, consumers are _____ likely to borrow money to purchase a home or go on a vacation. -less -more

more

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. -learned behavior -reference group -opinion leader -purchase situation

purchase situation

The consumer decision process starts with ______. -an exploration of wants -an evaluation of alternatives -setting criteria for purchase -recognizing an unmet need

recognizing an unmet need

When consumers know that they are unhappy about a purchase, this is called post-purchase ______. -adoption -trial -regret -second thoughts

regret

Routinized response behavior is employed when a consumer ______. -has limited experience with a product -regularly purchases the product -has never owned the product -has no experience with a product

regularly purchases the product

During the learning process, when a response leads to satisfaction or a reduction in a drive, ______ is said to be taking place. -marketing -buying -selection -reinforcement

reinforcement

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 _____. -extensive problem solving -routinized response behavior -cognitive dissonance -purchasing power parity

routinized response behavior

Needs related to protection and physical well-being are called ______ needs. -personal -social -safety -physiological

safety

Purchasing a life insurance policy fulfills a ______ need within consumer behavior. -social -physiological -safety -personal

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 ______. -self-actualization -selective exposure -purchasing parity -cognitive dissonance

selective exposure

Once families have children, their spending ______. -remains the same -is replaced by more saving and investing -shifts to focus on education and medical care -turns toward vacations and pleasure

shifts to focus on education and medical care

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 ______. -purchased in the past -that is completely new -that requires no new information -with low relevance

that is completely new

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

True

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 -surroundings -product -budget

time

Consumers make different purchase decisions when they are in a hurry. This is an example of _____ influencing a purchase situation. -money -knowledge -learning -time

time

"_____" are the basic forces that motivate a person to do something.

needs

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

False

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 _____. -belief -behavior -trust -value

trust

The level of confidence consumers have in a brand is known as _____. -belief -attitude -value -trust

trust

One characteristic of the buying behavior of singles and young couples is that they are more likely to ______. -focus on medical costs -buy large homes -try new products and brands

try new products and brands

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 ______. -value -need -drive -want

want

Until recently, most marketers in the United States considered the ______ as the family purchasing agent. -children -wife -community -husband

wife

Traditionally, marketers in the U.S. have considered the "____" as the primary purchasing agent for the family.

wife, wives, mother, or mothers

Which of the following are examples of how the purchase situation influences buying? (Check all that apply.) -Terry bids on a painting at a charity auction. -Anne has only a few minutes between classes to buy lunch. -Wanda buys breakfast every morning. -Bob buys a Mother's Day gift.

-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 the following are reasons it can be difficult to understand consumer behavior? (Check all that apply.) -Behaviors vary depending on product. -Behaviors vary by situation. -Behaviors vary from person to person. -Behaviors do not impact marketing. -Behaviors are the same in each family.

-Behaviors vary depending on product. -Behaviors vary from person to person. -Behaviors vary by situation.

When consumers are looking to satisfy their economic needs, they are likely to focus on which of the following? -Best value -The smallest size -Lowest price -Convenience -The most color options

-Best value -Convenience -Lowest price

Which of the following are examples of economic needs? (Check all that apply.) -Dependability in use -Service agreements -Economy of purchase -Improvement of earnings -Efficiency in operation

-Efficiency in operation -Dependability in use -Improvement of earnings -Economy of purchase

Ethnic groups in the United States are experiencing which of the following? (Check all that apply.) -Growth in population -Decreasing population -Growth in buying power -Vast differences in buying patterns

-Growth in buying power -Growth in population

Place the four steps of the consumer decision process (assuming no backtracking) in the correct order, with the first step at the top. -Need awareness -Problem solving -Purchase decision -Experience after purchase

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

Which of the following statements about family members and consumer behavior is true? -Family members influence many aspects of consumer behavior. -Parents influence the consumer behavior of children but children do not influence the behavior of their parents. -The age of the adults in a household does not affect the consumer behavior of the household as a whole. -The values held by the parents has little effect on their children's consumer behavior.

Family members influence many aspects of consumer behavior.

What is a reflection of how economic factors are related to psychological influences? -Purchasing power parity -Gross national income -Consumer confidence -Direct deposit

Consumer confidence

True or false: Consumers always apply rational processes in their buying decisions.

False

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

False

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? -Set criteria -Identify alternatives -Evaluate alternatives -Information search

Identify alternatives

Social media does which of the following? -Decreases the influence of opinion leaders -Classifies all users as opinion leaders -Increases the influence of opinion leaders -Cancels out the voices of opinion leaders

Increases the influence of opinion leaders

______ is a change in a person's thought process caused by prior experience. -Memory -Learning -Understanding -Cognition

Learning

Darren's company uses predictive analytics and finds that most tennis players replace the strings in their racquet every six months. They make sure to keep string in stock so customers will find it on the shelf when they shop. What was the purpose of the predictive analysis in this situation? -Needs awareness -Post-purchase -Information search -Alternative identification

Needs awareness

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? -Purchase trial -Post-purchase regret -A low-involvement purchase response -The adoption process

Post-purchase regret

Which stage of the learning process can lead to the development of a habit? -Reinforcement -Cues -Drive -Response rate

Reinforcement

When we notice only information that interests us we are using which selective process? -Selective retention -Selective perception -Selective hearing -Selective exposure

Selective exposure

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

True

Spectacular Salad is a small company that sells ready-to-eat salads. Its first marketing campaign promised that spectacular salads were "more delicious than candy" and that consumers would want to eat them all the time. Most consumers did not find truth in these claims. Which of the following best explains Spectacular Salad's mistake? -The company made the mistake of overpromising. -The company forgot to conduct a lifestyle analysis of its target market. -The company should have added candy to their salads. -The company should have taken measures to first build trust.

The company made the mistake of overpromising.

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

True

Teenagers usually have needs that are hard on family budgets.

True

Psychographics analyze a person's day-to-day patterns of living expressed in terms of AIOs, which stands for ______. -attitudes, interests, and options -activities, interests, and opinions -attitudes, involvement, and opinions -activities, involvement, and options

activities, interests, and opinions

A person's views towards things that reflect a like or dislike are called ______. -beliefs -needs -reinforcements -attitudes

attitudes

If an infant really enjoys a particular baby food and is happy eating it, a mother may continue to buy the product. This is an example of how customers _____.

come to trust through experience

People who thoroughly research and compare products in order to make the most satisfying purchases are called ______. -thoughtful buyers -analytical buyers -logical buyers -economic buyers

economic buyers

The U.S. is becoming a _______ society, which brings opportunities and challenges for marketers. -multicultural -homogeneous -less diverse -less consumer-oriented

multicultural

The correct order and steps in the consumer decision process are _____. -need satisfaction, problem solving, and after-purchase experience -need awareness, problem solving, purchase decision, and experience after the purchase -purchase decision, problem solving, and need awareness -decision need, problem awareness, and purchase experience

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

The basic forces that motivate a person to do something are called ______.

needs

The basic forces that motivate people to do something are called ______, while those that are "learned" during a person's life are called _____. -needs; drive -needs; wants -drive; wants -wants; needs

needs; wants

A person who influences others is known as a(n) ______. -opinion leader -reference follower -social elitist -social outcast

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) ______. -buying agent -opinion leader -social buyer -follower

opinion leader

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 -safety -social -psychological

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 -psychological -safety -social

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. -selective retention -learning -feedback-experience -problem-solving

problem-solving

Consumers use rational decision-making processes ______. -in times of financial stress -none of the time -all of the time -some of the time

some of the time

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 ______. -learning -selective recall -surroundings -time

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