sma ch. 5

Click and drag on elements in order Arrange the three personal processes in the order that they are used by advertisers to influence consumers, placing the first process at the top.

1 perception 2 learning and persuasion 3 motivation

Click and drag on elements in order Arrange the following needs in the order that they appear in Maslow's hierarchy of needs, with the need that must be satisfied first at the top and the need that is satisfied last at the bottom.

1 physiological needs 2 safety needs 3 esteem needs 4 self-actualization needs

Click and drag on elements in order Place the following steps in the consumer decision process in order by placing the first step at the top and the last step at the bottom.

1 problem 2 information search 3 evaluation and selection 4 store choice and purchase 5 postpurchase behavior

______ states that when the individuals in a person's environment experience good outcomes, the person is motivated to try the behavior that led to the good outcomes.

Bandura's social cognitive theory

produces a person's habits and skills and also contributes to the development of interests and standards of conduct.

Blank 1: Learning

The theory of learning called classical is associated with the Russian psychologist Pavlov.

Blank 1: conditioning

A natural extension of learning are the largely involuntary acquired behavior patterns called .

Blank 1: habits, habit, Habits, habbits, habbit, or Habit

Match the three aims related to habits to their correct meanings.

Breaking habits matches Choice getting consumers to unlearn an existing purchase habit and also to try something new Acquiring habits matches Choice teaching consumers to repurchase their brand or repatronize their establishment Reinforcing habits matches Choice reminding current customers of the value of their original purchase and to encourage them to continue purchasing

Match the routes to persuasion to their effects on the consumer's mind.

Central route to persuasion leads to product beliefs, positive brand attitudes, and purchase intention Peripheral route to persuasion forms few if any brand beliefs, attitudes, or purchase intentions

Match the route to persuasion to when it is more likely to be used.

Central route to persuasion matches Choice when the consumer's level of involvement is very high Peripheral route to persuasion matches Choice when the consumer's level of involvement is very low

______ is a key element in perception and refers to comprehending the stimulus.

Cognition

Select all that apply Which aspects of the marketing mix help determine how integrated marketing communications (IMC) are done and where they are placed? (Check all that apply.)

Distribution Product conception Pricing

True or false: Information in memory is stored randomly.

False

True or false: There has been a steady increase in the percentage of children living in families with two parents since the 1960s.

False

Match the two kinds of psychological screens to their correct description.

Innate factors matches Choice The consumer's personality and instinctive human needs Learned factors matches Choice The consumer's self-concept, interests, attitudes, beliefs, past experiences, and lifestyle

Match the influences that affect our mental processes and behavior to what they influence.

Interpersonal influences matches Choice family, society, and culture Nonpersonal influences matches Choice time, place, and environment

Select all that apply What are the three personal processes through which sensory information is converted into thoughts and actions?

Learning and persuasion Motivation Perception

Which example illustrates a physiological screen preventing perception?

Mavis can't read the newspaper advertisement because the print is too small for her to see.

Which of the following is a true statement about memory?

Memory is susceptible to biases.

Which of the following is a true statement about consumer motivations?

Motivations are not directly observable.

______ motives are the most common energizers of consumer behavior.

Negatively originated

Match the the need from Maslow's hierarchy to the product that might satisfy it.

Physiological needs matches Choice cereal for breakfast Safety needs matches Choice tires on a car Social needs matches Choice pendant given as a gift Esteem needs matches Choice luxury car

______ are used by a consumer to evaluate, filter, and personalize information according to subjective emotional standards.

Psychological screens

Which of the following statements about the current influence of the family on consumer behavior is true?

The family influence has declined, while the influence of the social and cultural environments has intensified.

Select all that apply Which three elements are key to defining a market?

They have the money or resources to spend to satisfy needs. They have the authority to buy. They share a common interest.

______ motives arise in situations in which a positive bonus is promised.

Transformational

True or false: One of the purposes of marketing is customer satisfaction.

True

All consumers with unsatisfied wants and needs who have both resources and the willingness to buy are:

a market

In terms of marketing and advertising, the term exchange refers to Blank______.

a transaction in which a person or organization trades something of value with someone else

Select all that apply What are the three aims related to habits that advertisers focus on in their quest for brand loyalty?

acquiring habits breaking habits reinforcing habits

Perception is important because most of the advertisements people are exposed to everyday Blank______.

are not even noticed or remembered

A person's acquired mental position regarding some idea or object is referred to as a(n) Blank______.

attitude

Conditioning theories are most applicable to which type of purchase?

basic, everyday purchases

The consumer's conscious or unconscious decision to repurchase a given brand is called Blank______.

brand loyalty

The habit of repurchasing a particular product, called Blank______, is something that marketers seek to create in consumers.

brand loyalty

Business-to-Blank______ marketing, the selling of products and services to other companies, constitutes almost half of all marketing.

business

Organizations that buy services, natural resources, and component products that they resell, use to conduct their business, or use to manufacture another product constitute Blank______ markets.

business

Which of the following purchases is most applicable to conditioning theory?

buying toothpaste

Select all that apply Identify the ways in which marketing facilitates an exchange:

by informing the customers about the product through advertising by developing goods and services that customers want

According to theorists, the Blank______ route and the peripheral route are two approaches to persuasion.

central

To make sense of a perceived stimulus by detecting it and allowing it to go through our perceptual screens is the role of Blank______.

cognition

Individuals who buy for their own use form a(n) Blank______ market.

consumer

Which term refers to the mental and emotional processes and the physical activities of people who buy and use goods and services to meet needs and wants?

consumer behavior

The Blank______ process begins the moment a person recognizes a need that might be satisfied by a purchase.

consumer decision

Which of the following is the market of a company that caters to upscale young families?

consumer market

Select all that apply Select the interpersonal influences that affect one's mental processes and behavior. (Select all that apply)

culture family society

People who have already bought something from a business or brand are called Blank______.

current customers

Select all that apply Select the nonpersonal influences that affect one's mental processes and behavior. (Select all that apply)

environment time place

A(n) Blank______ is any transaction in which one person or organization trades something of value with someone else.

exchange

The core of marketing, both traditionally and theoretically, is the concept of Blank______.

exchange

When a company develops goods and services that customers want, prices them fairly, advertises their features and benefits, and makes them readily available to customers, the company is:

facilitating the exchange process

Select all that apply What are the three categories of interpersonal influences that affect consumer behavior?

family cultural environment of the consumer society

Firms that promote post office vehicles, police and military weapons, and tax collector office equipment are selling to a(n) Blank______ market.

government

Markets that buy products for municipal, state, and federal administrative activities are known as Blank______ markets.

government

After consumers have perceived a stimulus, they must Blank______ to accept and integrate it into their reality.

have cognition of it

Which of the following is the most common consumer response after exposure to an ad based on a central route to persuasion?

higher involvement with product

Social class boundaries have become less distinct in the United States due to Blank______.

increase in physical, social, and economic mobility

Select all that apply What are two steps involved in the consumer decision process?

information search problem recognition

Negatively originated motives are also called Blank______ motives.

informational

Select all that apply Which of the following are transformational motives?

intellectual stimulation sensory gratification

An individual's openness or curiosity about a brand is called brand Blank______.

interest

One's family, the society, and the cultural environment of the consumer are all Blank______ that affect consumer behavior.

interpersonal influences

A relatively permanent change in thought process or behavior is known as Blank______.

learning

A customer who has Blank______ is more likely to have a perception of inequity regarding the product.

little knowledge of a product

A Blank______ consists of current customers, prospective customers, and noncustomers who share a common interest, need, or desire; who have the money or resources to spend to satisfy needs or solve problems; and who have the authority to buy.

market

In the marketing process, manufacturers, farmers, doctors, and retailers are participants referred to as Blank______.

marketers

Persons or organizations that have products, services, or ideas to sell are called Blank______.

marketers

Creating exchanges that satisfy an individual's or an organization's needs, wants, and objectives is known as Blank______.

marketing

Habit and attitude are similar, but attitude is Blank______ and habit is Blank______.

mental; behavioral

The underlying forces that contribute to a person's actions are referred to as Blank______.

motivation

The basic, often instinctive, human forces that motivate people to do something are referred to as Blank______.

needs

The motive that arises to avoid running out of a needed household product is an example of Blank______ motive.

negatively originated

As part of his experiments on operant conditioning, B. F. Skinner would reward his subjects with food if they performed a desired activity. This type of reward is an example of Blank______ conditioning.

operant

The people who purchase products and services for use in business and government are known as Blank______.

organizational buyers

In the consumer perception process, advertisers must first engage with Blank______.

perception

The information that people receive through their five senses is called Blank______.

perception

Match the personal process to the corresponding action taken by advertisers.

perception matches Choice create awareness of the product learning and persuasion matches Choice provide compelling information about the product motivation matches Choice stimulate customers' desire to satisfy their needs and wants

The three personal processes present in the consumer decision process are Blank______.

perception, learning and persuasion, and motivation

The way we discern raw sensory information and translate it into feelings, thoughts, beliefs, and actions is governed by the three Blank______ processes.

personal

According to the theories of learning, the concept that is closely linked to learning is:

persuasion

The Elaboration Likelihood Model is a theory of how Blank______ occurs.

persuasion

When a change in belief, attitude, or behavior is caused by a promotional message, Blank______ occurs.

persuasion

What term refers to subconscious filters that shield a person from unwanted messages?

physiological screens

Select all that apply What are two variables associated with the operant conditioning theory?

positive reinforcement negative reinforcement

Integrated marketing communications (IMC) is one of many tools used in which aspect of marketing?

promotion

People about to make an exchange or considering making an exchange are referred to as Blank______.

prospective customers

The seller can increase the perceived equal-value exchange by Blank______.

providing the information and inspiration the buyer seeks

John goes to a grocery store to buy milk after realizing that he has none at home for breakfast the next morning. In this situation, John's motive to buy milk is an example of a Blank______ motive.

relief

Select all that apply What are the two most important business markets?

reseller industrial

Select all that apply What are two types of physiological screens?

sight taste

Bandura's Blank______ suggests that consumers pay attention to the rewards and costs experienced by others in response to the things they do.

social cognitive theory

A(n) Blank______ refers to light, sound, or a scent that can be detected through a person's senses.

stimulus

An advertisement for a new car, a window display at a local store, or a brightly-colored clearance tag on a pair of jeans all act as a Blank______ since they arouse our senses.

stimulus

What do motivations (or motives) stem from?

the conscious or unconscious goal of satisfying needs and wants

The Elaboration Likelihood Model proposes that the method of persuasion depends on:

the consumer's level of involvement with the product and message

Just Eat It, a U.S.-based restaurant chain, has franchises in France. Just Eat It's French customers belong to its Blank______ market.

transnational

Markets that are located in foreign countries are referred to as Blank______ markets.

transnational

Select all that apply Which variables are associated with classical conditioning?

unconditioned stimulus conditioned stimulus

A product's ability to satisfy both functional needs and symbolic wants is referred to as Blank______.

utility

The special relationship between a customer's needs and a product's need-satisfying potential is known as the product's Blank______.

utility