Marketing Chapter 6

Which statement illustrates an internal locus of control?

"Consequences are the result of my actions."

Which statement illustrates an external locus of control?

"No matter how hard I study, the test will be too hard."

Which purchase would most likely be motivated by a safety need?

A burglar alarm

The social influences that affect a consumer's behavior do NOT include _______.

perceptions

Which factor does NOT directly influence how the consumer makes a purchase decision?

Macroeconomic factors

When a consumer uses many evaluative criteria, such as fuel economy, acceleration speed, and the availability of extra features, to make a decision about purchasing a car, the consumer is doing what?

Basing the decision on important features of the car

In addition to customer satisfaction and loyalty, which of the following is also one of the potential postpurchase outcomes?

Cognitive dissonance

Taking a yoga class or a meditation class to maintain a satisfied outlook on life is appealing to which need in Maslow's hierarchy?

Esteem

In Maslow's hierarchy,

Esteem needs allow people to satisfy their inner desires.

Which of the following consist of a set of salient, or important, attributes about a particular product?

Evaluative criteria

Jamie wants to buy a car. She reads car reviews online, asks her friends for advice, and visits the websites of all the major car manufacturers. Next, she goes to several car dealerships to test-drive cars. Jamie is engaging in which type of problem solving to select a car?

Extended

What are the two types of information search? (Choose every correct answer.)

External search Internal search

True or False: The consumer decision process starts with need recognition and ends with the purchase itself.v

False

True or False: Universal sets are a subset of retrieval sets and evoked sets.

False

True or False: The statement "Sometimes things just are not meant to work out" is an example of an internal locus of control.

False A person with an internal locus of control would be more likely to say, "Things will work out if I make an effort."

If you are motivated by physiological needs to make a purchase, which product would you buy?

Food

In which situation did an alternative evaluation option occur within the search process?

Kevin searches for a new car on the Internet before visiting the "The Mile of Cars" store

Product promotions that set unrealistically high consumer expectations often lead to which of the following? (Choose every correct answer.)

Long-term customer dissatisfaction High initial sales of the product

Sometimes older people join Facebook as a way to keep in touch with younger family members. Which of Maslow's needs motivates their decision to join Facebook?

Love

Place the steps of the consumer decision process in order, with the first step at the top.

Need Recognition Information Search Alternative Evaluation Purchase and Consumption Postpurchase

Need recognition would be greatest in which situation?

Pete returned home from work to find that his refrigerator is broken and that his refrigerated and frozen food must be thrown out.

Betty buys hand soap for her kitchen and bathrooms in order to prevent the spread of germs. She is motivated by a which of the following needs?

Safety

Which stage in the consumer decision process comes immediately after need recognition?

Search for information

Which of Maslow's needs is the highest level of needs?

Self-actualization

Determinant attributes and consumer decision rules are examples of which of the following?

Shortcuts consumers use to simplify purchase decisions

Which factors usually influence the consumer decision process the same way each time? (Choose every correct answer.)

Social Psychological

Which of the following elements affect the consumer search process? (Choose every correct answer.)

The locus of control Perceived benefits versus perceived costs Actual or perceived risk

Why would a firm record the number of abandoned virtual carts on its website?

To assess the conversion rate

Which best describes the purpose of determinant attributes?

To help consumers differentiate between competing brands or stores that seem similar

True or False: Situational factors sometimes override psychological and social issues.

True

True or False: The statement "Life tends to unfold the way it should with or without my actions" is an example of an external locus of control.

True

True or False: Consumers often evaluate alternatives while still engaged in the search process.

True During the search process, a consumer will likely come across information on competing products or services to be considered.

When does the consumer decision process begin?

When consumers realize they have an unfulfilled need and want to reach a different, desired state

Limited problem solving is most likely to occur under which condition?

When the consumer has a purchase decision that calls for, at most, moderate effort and time

When does self-actualization occur?

When you feel completely satisfied with your life and how you live

Which of the following are examples of external searches for information when looking to purchase a new car? (Choose every correct answer.)

You ask your brother how he likes his new car. You purchase a copy of Consumer Reports. You browse the manufacturer's website.

Gretta has never tried Pert shampoo, but she doubts that a two-in-one shampoo can be as effective as the shampoo and conditioner that she uses daily. Her negative predisposition toward the brand is her ______.

attitude

One of the factors that affects a consumer's search process involves weighing the perceived benefits of a search against the perceived

costs

One of the factors that affects a consumer's search process involves weighing the perceived benefits of a search against the perceived .

costs

Octavia is in the market for purchasing a new automobile, but she will only consider buying models made by American companies. The American car makers are part of Octavia's ______ set.

evoked

Julio is familiar with several brands of mobile phones, but he plans to consider only two brands when he purchases his next phone. Those two brands are his

evoked set

Consumers often use ______ problem solving for risky purchase decisions.

extended

An ______ search is when the buyer looks for information beyond his or her personal knowledge to help make the buying decision, such as checking the Internet, asking a friend, or visiting a showroom.

external

They are two key types of information searches: internal and .

external

Customer dissatisfaction is most likely to occur when a product ______.

fails to live up to high performance expectations

Horace needs a new pair of running shoes. He first thinks about the last pair he bought, how comfortable they are, and how well they have held up. In this example, Horace is conducting a(n) ______ search for information.

internal

Accessing information from one's own memory and knowledge is known as a(n)

internal information search.

Consumers may have different levels of ______, which is known as the consumer's degree of interest in a product or service.

involvement

Randy is relatively indifferent when it comes to the purchase of a six-pack of beer because he will drink any brand that is fairly inexpensive. His low degree of interest in beer classifies him as a low-

involvement beer buyer

An attitude

is learned, long lasting, and often develops over a long period of time. For instance, you might like your instructor for much of the semester until he or she returns your first exam.

Need recognition

is the first stage in the consumer decision process.

Wayne buys a new laptop every two years. At this point, rather than research different brands, he simply orders the latest version of the one he already has. For Wayne, the laptop is a(n) ______ problem-solving purchase experience.

limited

Hallmark sells Valentine's Day cards with romantic quotes that are appealing to ______ needs.

love

A(n) ______ is a basic need that drives consumers to solve a problem and satisfy a need, such as a headache that leads a person to purchase a pain reliever.

motive

The impetus that pushes consumers to satisfy their unmet needs, such as having no laundry detergent to do the wash, is a(n) ______.

motive

The motive that drives Conrad to buy a large bottle of Gatorade after running 3 miles and drink it quickly is a(n) ______ need.

physiological

The final step in the consumer decision-making process, and a very important element in retaining and building a loyal customer base, is

postpurchase behavior

Consumer decision making about products and services is influenced by the configuration of the market mix, social influences, ______ factors, and sociological factors.

psychological

All of the brands that Miguel can easily call to mind for laundry detergents, whether he would consider buying them or not, comprise his ______ set.

retrieval

When Akeelah is thinking about where she would like to eat lunch, she remembers five places close by where she has eaten before. Although she would not revisit some of them, these restaurants are part of Akeelah's ______ set.

retrieval

The ______ is the second step in the consumer decision process.

search for information

The external ______ environment that influences consumer behavior includes consumers' family, reference groups, and culture.

social

Retailers use ______ to see how well they are doing at turning potential buyers into actual buyers.

the conversion rate

The consumer decision process is best defined as ______.

the steps consumers experience when making a purchase

The collection of all possible alternatives for a decision, even those the buyer would not consider and might not even be aware of, is referred to as the ______.

universal set