Ch 6 Consumer Behavior

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

False

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

A burglar alarm

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

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

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

Self-actualization

When does the consumer decision process begin?

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

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

costs

In Maslow's hierarchy, __________ needs allow people to satisfy their inner desires.

esteem

Consumers often use ______ problem solving for risky purchase decisions.

extended

An Blank______ search is when buyers look for information beyond their 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

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

internal

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

motive

Need ______ is the first stage in the consumer decision process.

recognition

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

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

search for information

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

social

Which statement illustrates an external locus of control?

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

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

1. Internal search 2. External search

Which of the following elements affect the consumer search process?

1. Perceived benefits versus perceived costs 2. The locus of control 3. Actual or perceived risk

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

1. You browse the manufacturer's website. 2. You ask your brother how he likes his new car. 3. You purchase a copy of Consumer Reports.

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.

Answer: Internal

Which statement illustrates an internal locus of control?

"Consequences are the result of my actions."

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.

Answer: True

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

Blank 1: postpurchase, post-purchase, or post purchase

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

Evaluative criteria

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

True

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 _________ set.

Evoked

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

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

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

False

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

False

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

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

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

Macroeconomic factors

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.

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

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 the following factors typically influence the consumer decision process the same way each time? (Check all that apply.)

Social Psychological

Which best describes the purpose of determinant attributes?

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

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

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

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

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

internal

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

involvement

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

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 external ______ environment that influences consumer behavior includes the consumer's 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 buyers would not consider and might not even be aware of, is referred to as the ______.

universal set