MKTG Exam 2

What are the three things product modifications do?

Quality Functional Astheic

Who was the guest speaker on collaborative consumption?

Rachel Botsman

What the the three levels of brand loyalty?

Recognition Preference Insistence

What are the 3 types of collaborative consumption systems?

Redistribution Markers Collaborative Lifestyles Product Service Systems

What is the most important service quality?

Reliablity

Advertisers often use ____ to boost consumers' information retention and recall, which may facilitate the information search stage.

Repetition

Digital influences, such as online review sites and social networks, allow shoppers to reduce their _______ by gaining information from others.

Risk in trying an unknown product

What are the types of problem solving strategies consumer have?

Routinized Response Limited Problem Solving Extended Problem Solving Impulse Buying

While shopping at a local grocery store, Cameron sees a display of his favorite brand of energy drink. He buys some to take home for the weekend. This purchase process would be described as

Routinized response behavior

What was the USCPSC / CPSC video about?

Safety Testing They test all kinds of products

What happens during the maturity stage of a product life cycle?

Sales level off Need to find new users and uses EX: Baking Soda uses

How to protect your brand name?

Strong brand name not to descriptive Make is a trademark for 10 years Unique and consistent brand logo Lawsuit

What are the dimensions of service quality?

Tangibles Empathy Assurance Reliability Responsiveness

What is situational involvement?

Temporary, or dynamic involvement resulting from a particular set of circumstances

What was the brand character in the brand video?

The Geico Gecko

What was the Arabian Motors video about?

The Trial portion of the customer product adoption process Nissan SUV They parked a car in front of other cars and made them get in the car

What is product line depth?

The amount of products in one line EX: Sell many different types of chairs, but only chairs

What is consumer buying behavior?

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

What is involvement?

The degree of interest in or importance of a product

What is customer-based brand equity?

The differential effect that brand knowledge has on consumer response to the marketing of that brand Consumers respond more positively when they know what the brand is and more negatively when they don't

What is the client public?

The direct consumer

What is the core product?

The driving reason for purchase

What is an example of product modification?

The evolution of the corvette

What is an example of tangible in service quality?

The freshness of food

What is inseparability?

The inability of the production and consumption of a service to be separated; consumers must be present during the production

What is the target public?

The interest parties

A group of brands that a consumer views as alternatives for possible purchase is called a(n)

The is a Consideration Set

What is brand equity?

The marketing and financial value associated with a brand's strength in a market

What is product width?

The number of different product lines EX: Sell chairs, tables, lighting, etc.

What is enduring involvement?

The ongoing and long-term involvement with a product or product category

What is an example of a situational influence?

The type of music being played in a store How crowded the store is A smell can affect someone

What are some examples of lost trademarks?

Thermos, Q-Tip, Nylon

What are situational influences?

These are influences that the environment has on someone

Why does stores have personal brands?

They can control cost/profit and may have a competitive advantage

What does the lower case B in branding mean?

This a name, term, design, symbol, or other feature that makes the brand unique

Which of the following influences on the consumer buying decision process result from time, circumstances, and location?

This influence is Situational

What is impulse buying?

This is a decision making process that is done with no thought at all

What is a limited problem solving strategies?

This is a problem-solving strategy that costs a little more and more time spent on it

What is an extended problem solving strategies?

This is a problem-solving strategy that costs a lot more and a lot of time is spent on it

What is a routinized response problem solving strategies?

This is a problem-solving strategy that is done out of habit, cost very little, time spent on it is short.

What is empathy in service qulaity?

This is acting like you care about the consumer EX: You listening to a customers problem

What is cognitive dissonance?

This is buying something you are unhappy with, paid to much for, etc.

What is screening in the product development process?

This is figuring out what product has the most promise to move forward with

What is collaborative consumption?

This is reinventing old market behaviors (such as bartering, renting, lending, etc.) through new technologies and on a larger scale

What does the upper case B in branding mean?

This is what a person thinks the brand means or what the brand means to that person

What is problem recogintion?

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

What is buying behavior?

the decisions and actions of people involved in buying and using products

What is packaging?

the development of a container and a graphic design for a product

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is

he importance and intensity of interest in a product in a particular situation

Extended decision making is the type of consumer decision-making process that

is the most complex decision-making behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.

How does Taco Bell define a heavy user?

"Super Fan" Someone who eats taco bell twice a week

What is a problem user?

Angry costumer Shop lifter

What are key points to keep in mind about designing a product?

Appearance Manufacture & Distribution Actual Use

What was the last video in the packaging module?

Puma Ben and Jerry

What are the 4 drivers of collaborative consumption?

1. A renewed belief in the importance of community 2. A lot of peer-to-peer social networks and real-time technologies 3. Pressing unresolved environmental concerns 4. A global recession that shocked consumer behavior

What is the consumer buying decisions process?

1. Problem Recognition 2. Information Search 3. Evaluation of Alternatives 4. Purchase 5. Post Purchase Evaluation

An internal energizing force that directs a person's activities toward satisfying needs or achieving goals is best described as _______.

A Motive

What is service quality?

A customers' perceptions of how well a service meets or exceeds their expectations

What is a consideration set?

A group of things that we are already comfortable with

Whats an example of service?

A haircut

What was the situational influences video about?

A new bride trying in dresses The social setting and the people had an influence

What was the Blendtec video about?

A product in the maturity stage They make blenders for restaurants and bars, then changed to homes

What was the problem customer video about?

A restaurant that wanted a customer with a crying baby to leave because it was hurting business

What are the types of business products?

Accessory Equipment Business Services Component Parts MRO Supplies (maintenance, repair, operations) Installations/Major Equipment Process Materials Raw Materials

What are line extensions in a product mix?

Adding more products variety of products EX; Sugar free jello, Pudding Pops

What are the three types of product tests?

Alpha (in house) Beta (customers test it at home) Gamma (Throughly evaluated by customers)

What is an example of reliability in service quality?

An accurate bank statement

What is an example of responsiveness in service quality?

An ambulance arriving within 3 minutes

Companies often use social media influencers popular with their target market to promote their products. In this case, the influencers represent a(n) _______.

Aspirational Reference Group

Which of the following consists of three major components: cognitive, affective, and behavioral?

Attitude

What is the costumers product adoption process?

Awareness Interest Evaluation Trial Adoption (buying)

What is heterogeneity?

Because humans do it, the service quality can be different

The attitude toward the object model (known as the Fishbein model) consists of which three elements?

Beliefs about product attributes, the strength of beliefs, and the evaluation of beliefs

What was the defending brand video about?

Chick-fil-a sued a guy for his slogan

What are the types of publics in non-profit target markets?

Client Public Target Public General Public

What was the key problem coke-cola faced?

Coke never established a generic product name for a cola beverage

What are the two categories of products?

Consumer Business

Purposeful actions to take advantage of or harm others during a transaction is best described as

Consumer Fraud

Behavior that violates generally accepted norms of a particular society is best described as _______.

Consumer Misbehavior

Copying computer software, video games, movies, or music without paying the producer for them is an example of _______.

Consumer Misbehavior

What are the types of consumer products?

Convenience Products Shopping Products Specialty Products Unsought Products

During the final stage of the consumer buying decision process, a person might experience cognitive dissonance, which is _______.

Doubts in the buyer's mind about whether purchasing the product was the right decision

In which of the following stages of the consumer buying decision process does a person use evaluative criteria to assess a consideration set?

Evaluation of alternatives

What are the benefits of test marketing?

Exposes the product to the market Shows weakness of product Reduces risk

Emily is buying furniture for her apartment for the first time. She is spending considerable time and effort comparing the products that different stores offer. Which type of decision-making process is she using?

Extended

High-involvement, unfamiliar, and expensive products such as cars are most likely to involve _______.

Extended Decision Making

What oil company did Prof Troy work for?

Exxon Mobil

The process through which a person acquires the knowledge and skills to function as a consumer is best related to which of the following social influences on the buying decision process?

Family Influence

What are the different ways to name brands?

Fanciful (made up; EX: Nerf) Arbitrary (random; EX: Apple computers) Suggestive (EX: Mr. Clean) Descriptive (EX: 5-Hour Energy) Generic

What is commericlization?

Finally making all of the stuff

What are the aspects of concept testing in the product development process?

Form (What is it physically) Benefit (what it does for customers) Technology (Whats new about it)

What was the service marketing video?

Give 'em the pickle Mr. Farrell

What are the two types of "special" consumers?

Heavy Loyal User Problem User

What is the Taco Bell video about?

Heavy User consumer Conan talk show

What is the hair cut video about?

Heterogeneity

What are the two types of involvement?

High-Involvement Products Low-Involvement Products

What happens during the introduction stage of a product life cycle?

Highest degree of risk Consumers need to be informed and taught about it

What was the functional modification video about?

Hyundai Smart park (assisted parking)

What are the stages of the product development process?

Idea Generation Screening Concept Testing Business Analysis Product Development Test Marketing Commercialization

When was Ivory soap first sold?

In 1879

When was Charmin toilet paper first sold>

In 1928

What is the general public?

Indirect consumers

According to Maslow's hierarchy of needs,

Individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

What was the dental care video about?

Inseparability

What are the characteristics of services?

Intangibility Inseparability Perishability Heterogeneity Client Relationships Customer Contact Amount

What was the brand sound that was in the brand video?

Intel Computer sound

Within the information search step of the consumer buying decision process, what two primary aspects exist?

Internal search and external search

What are the two locations to search for information?

Internally Externally

Assignment of meaning to organized information inputs is called

Interpretation

What are the stages in a product life cycle?

Introduction Growth Maturity Decline

What was Starbucks video about?

Involvement In Purchasing (Routinized, Limited, Extended) Mobile Order and Pay

What was the Heifer International video about?

Is is about target public Its basically an animal sharing thing

What is a High-Involvement Products?

Is it visible to other, expensive, high social risk

What is product mix?

Its the total set of product items and product lines

What is a Low-Involvement Products?

Less visible, less expensive, less social risk

When buyers purchase products occasionally or from unfamiliar brands within a product category, they are most likely to use _______.

Limited Decision Making

Mitchell's smartphone is two years old and he would like to have a new one. This time, he wants to make sure that it has a longer battery charge and better geographic coverage since he is traveling three days a week for his new job. Mitchell is most likely to use _____ for this purchase.

Limited Decisions-making behavior

What are the three types of brands?

Manufacturer Brand (National Brands; EX; Tide) Private Distributor (Store Brands; EX: HEB Brand) Generic Brands

Where is collaborative consumption today?

More sharing and less consumption

What happens during the growth stage of a product life cycle?

Must compete aggressively Must encourage brand loyalty EX: iPod evolution

What was the Dyson video about?

New Product development for a fan

The primary psychological influences on consumer behavior are

Perception, motivation, learning, attitudes, personality, and lifestyles.

What was the Delta Airlines video about?

Perishability

What was the packaging video about?

Pizza Box The box turns into plates and a storage container

What was the 3M video about

Post-It Notes 1990 How companies develop new products

Jhumpa is questioning whether she has made the right decision about purchasing a new HP laptop after she sees a friend with a new Dell. Jhumpa's doubt whether she made the right decision occurs during the ___________ of the buying decision process.

Postpurchase evaluation phase

What are the three levels of packaging?

Primary packaging - the packaging that is what holds the individual product Secondary packaging - bundles the product into the quantity desired Tertiary packaging - the big boxes that move the product into the marketplace

What was the Sony Smart Phone video about?

Product Testing Using children Focus Group

What are the four functions of packaging?

Protection Convenience Promotion Communication

The development of a person's self-concept is a function of

Psychological and Social Factors

When you are using the internet to research a school project, and you ignore the banner ads on websites even though you see them flashing on the page, you are probably engaging in the process of _______.

Selective Exposure

What was the Disney video about?

Service Excellence Dennis Snow

Whats the difference between service products and customer support?

Service is just the physical help and is intangible Customer service provides added value to a product

What was the line extensions video about?

Shark video Snicker peanut butter square

What are the 3 types of purchasing infulences?

Situational (smell and surrounding) Psychological (Personal lifestyle and our perception) Social (Our families and social classes)

John's lawnmower stopped working midway through mowing his front yard. His interest in researching replacement lawnmower brands is most likely to be _______.

Situational Involvement

Which of the following is an open aggregate of people with similar social rank?

Social Class

What is assurance in service quality?

Someone knowing what they are talking about EX: A good financial advisor

Who was the special guest speaker for the product concepts and product development concepts?

Startup Aggieland Hapier Adam Valenta's What is the reason behind what you are doing?

Kira is interested in joining Alpha Gamma Delta's sorority. She begins to shop at Delphine's, a local store where the Alphas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Kira is most influenced by

This scenario describes a reference group

When retailers go to great lengths to create physical settings that appeal to their target market and are conducive to making purchase decisions, they are attempting to shape which of the following influences on consumer buying behavior?

This scenario is Situational

As Gillian has become more knowledgeable about health, obesity, and quality ingredients, her attitude toward soft drinks and fast food have become less favorable, while her attitude toward healthier brands like Panera and bubbly sparkling water has improved. This best relates to the _______ component of attitude.

This scenario is about being Cognitive

You are thinking about buying a tablet to help with your classes and for entertainment purposes. When you search your memory for information about products that might address these needs, you are engaging in which aspect of the consumer buying decision process?

This scenario was an Internal Information search

What was the second defending brand defense video about?

This video was about Coco-Cola

What was the Seinfeld Clip about?

This video was about Cognitive Dissonance

What was the Red Ring video about?

This video was about Quality Testing

What was the Sewell Automative video about?

This video was about Service Quality

What video was the Subaru Video about?

This video was about the social buying process and the social Influences

What is the concept testing video about?

This video was the ICIO product

Who was the guest speaker in the product modification video

Timothy Prestero Designing medical products that worked

What was the packaging update video about?

Tropicana orange juice Changing too much brand identity

What does USCPSC stand for?

U.S. Consumer Product Safety Commission

How are brand names determined?

What is the purpose of the name What is the budget

What was Steven Johnson video about?

Where do good ideas come from Idea Generation