Chap 5

12) ________, the fastest-growing U.S. population subsegment, now number nearly 50 million. A) African Americans B) Hispanic Americans C) Asian Americans D) Mature consumers E) Gays and lesbians

B

13) Although more price-conscious than other population segments, ________ consumers tend to be strongly motivated by quality and selection. Brands are important. They seem to enjoy shopping more than other ethnic groups do. A) upper middle B) African American C) mature D) Asian American E) upper lower

B

19) Family is one of the ________ factors that influence consumer behavior. A) cultural B) social C) personal D) psychological E) business

B

20) ________ are groups to which an individual wishes to belong, as when a young basketball player hopes to play someday for the Los Angeles Lakers. A) Membership groups B) Aspirational groups C) Leading adopter groups D) Leisure groups E) Social class groups

B

23) Many companies, such as JetBlue and Sony, enlist everyday consumers who are enthusiastic about their brands to become ________, brand ambassadors who share their passion for a company's products with large circles of friends and acquaintances in return for insider knowledge and other rewards. A) leading adopters B) brand evangelists C) direct marketers D) direct sellers E) innovators

B

27) A ________ consists of the activities people are expected to perform according to the persons around them. A) motive B) role C) lifestyle D) life cycle E) tradition

B

3) Economic, technological, and cultural forces are all ________ in the stimulus-response model of buyer behavior. A) buyer responses B) stimuli C) components of the buyer's decision process D) buyer characteristics E) buying attitudes

B

41)A marketing research company asked members of a focus group to describe several brands as animals. This is an example of ________. A) hierarchical needs analysis B) interpretive consumer research C) status influence D) buzz marketing E) information search

B

45)________ is the process by which people select, organize, and interpret information to form a meaningful picture of the world. A) Personality B) Perception C) Selective grouping D) Learning E) Self-actualization

B

47) People tend to interpret new information in a way that will support what they already believe. This is called ________. A) selective retention B) selective distortion C) selective attitude D) selective attention E) selective perception

B

48)People forget much that they learn. They tend to retain information that supports their attitudes and beliefs. This is called ________. A) selective attention B) selective retention C) selective attitude D) selective distortion E) perceptual vigilance

B

49) Some consumers worry that they will be affected by marketing messages without even knowing it. They are concerned about ________ advertising. A) alternative evaluation B) subliminal C) perceptual D) hierarchical E) comparative

B

5) Marketing stimuli consist of the four Ps. Which is NOT one of these? A) product B) politics C) price D) promotion E) place

B

50)________ describes changes in an individual's behavior arising from experience. A) Lifestyle B) Learning C) Perception D) Cognitive dissonance E) Attitude shift

B

57) When consumers are highly involved with the purchase of an expensive product and they perceive significant differences among brands, they most likely will undertake ________. A) habitual buying behavior B) complex buying behavior C) reflective buying behavior D) dissonance-reducing buying behavior E) variety-seeking buying behavior

B

6) The marketer wants to understand how the stimuli are changed into responses inside the consumer's ________, which has two parts. First, the buyer's characteristics influence how he or she perceives and reacts to the stimuli. Second, the buyer's decision process itself affects the buyer's behavior. A) culture B) black box C) belief D) lifestyle E) social class

B

66)Blake is in the process of buying a new car. He is highly involved in the purchase and perceives significant differences among his three favorite models. Blake's next step is most likely to be ________. A) postpurchase behavior B) alternative evaluation C) opinion leadership D) cognitive dissonance E) purchase decision

B

67)Generally, the consumer's purchase decision will be to buy the most preferred brand, but two factors can come between the purchase intention and the purchase decision. Which of the following is one of these factors? A) postpurchase behavior B) attitude of others C) cognitive dissonance D) alternative evaluation E) new product adoption

B

70) Almost all major purchases result in ________, or discomfort caused by postpurchase conflict. A) need recognition B) cognitive dissonance C) purchase decisions D) legitimization E) dissatisfaction

B

72)Consumers learn about new products for the first time and make the decision to buy them during the ________. A) need recognition stage B) adoption process C) evaluation process D) trial process E) quality assessment

B

74) Which of the following is the final stage in the new product adoption process? A) awareness B) adoption C) evaluation D) acceptance E) trial

B

77)A shoe company uses ads featuring the members of a country music band with the hope that the band's fans will see them wearing the company's shoes and want to wear the same shoes. The shoe company is hoping that fans of the band view the band as a ________. A) membership group B) reference group C) status symbol D) subculture E) lifestyle

B

87) George is buying his first house. He has found two houses that he thinks he likes. He is highly involved in the purchase and perceives significant differences between these two houses. George will likely undertake ________. A) variety-seeking buying behavior B) complex buying behavior C) opinion leadership D) dissonance-reducing buying behavior E) marketing myopia

B

89) For the past 10 years Bill and Margaret Kennedy have saved money to go to the Super Bowl should their team, the Chicago Bears, ever win the NFC championship. This is the year, and several tour companies offer attractive, but very similar, packages to the game. They want to be certain to choose the best one. Bill and Margaret are most likely to exhibit ________. A) complex buying behavior B) dissonance-reducing buying behavior C) habitual buying behavior D) variety-seeking buying behavior E) brand familiarity buying behavior

B

94)Robert has taken up bicycle riding as a hobby and as a way to maintain his physical stamina. He understands he will need to drink adequate water when he is bike riding. He wants to buy a hydration system. Having gathered a great deal of information, he has decided to compare three systems: Waterbags for Roadies, Supertanker Hydropacks, and Fast Water. Robert is in the ________ stage of his purchase decision. A) problem recognition B) evaluation of alternatives C) product choice D) postpurchase evaluation E) information choice

B

14) ________, the most affluent American demographic segment, now have more than $500 billion in annual spending power. A) Hispanic Americans B) African Americans C) Asian Americans D) Gays and lesbians E) Gen Xers

C

18) Which of the following statements is true regarding social class in the United States? A) Social class is determined primarily by income level. B) Lines between social classes in the United States are fixed and rigid. C) Social classes tend to show distinct product preferences in clothing and automobiles. D) Wealth is more critical than education level in measuring social class. E) People are relegated to a permanent class layer in the United States.

C

24) Companies that use brand ambassadors are participating in ________. A) opinion leading B) traditional marketing C) buzz marketing D) direct marketing E) values marketing

C

25) Facebook and Second Life are both examples of ________. A) buzz markets B) opinion leaders C) social networks D) early adopters E) word-of-mouth markets

C

29) People change the goods and services they buy over time because of the two changing factors of ________. A) belief and attitude B) perception and personality C) age and life-cycle stage D) self-concept and learning E) family and tradition

C

31) ________ is a person's pattern of living as expressed in her psychographics, including her activities, interests, and opinions. A) Personality B) Culture C) Lifestyle D) Motive E) Social class

C

32) All of the following make up a person's lifestyle EXCEPT ________. A) AIO dimensions B) interests C) dissonance-reducing buying behavior D) opinions E) work

C

35) Researchers have found that a number of well-known brands tended to be strongly associated with one particular trait, such as Jeep with "ruggedness." Which of the following terms would a marketer use to describe a specific mix of human traits that may be attributed to a particular brand? A) brand perception B) product image C) brand personality D) brand concept E) brand equity

C

37) A person's buying choices are influenced by four major psychological factors. Which is NOT one of these factors? A) motivation B) perception C) alternative evaluation D) learning E) beliefs and attitudes

C

40)The term ________ refers to qualitative research designed to probe consumers' hidden, subconscious motivations. A) perception analysis B) subliminal motivation C) motivation research D) need recognition investigation E) depth research technique

C

43) Which of the following is NOT part of Maslow's Hierarchy of Needs? A) physiological needs B) safety needs C) stimulus needs D) self-actualization needs E) social needs

C

53)If a consumer's experience is rewarding, that consumer will probably use the product more and more. The consumer's response to the product will be ________. A) cued B) variety-seeking C) reinforced D) dissonant E) motivated

C

54)Applying ________, marketers can affect demand for a product by associating it with strong drives, using motivating cues, and providing positive reinforcement. A) subliminal advertising B) social classes C) learning theory D) need recognition E) cognitive dissonance

C

55)A(n) ________ is a descriptive thought that a person has about something. A) lifestyle B) motive C) belief D) attitude E) perception

C

60)The buyer decision process consists of five stages. Which of the following is NOT one of these stages? A) need recognition B) information search C) variety-seeking buying behavior D) purchase decision E) postpurchase behavior

C

63)The consumer can obtain information from any of several sources. Which of the following is NOT one of these types of sources? A) personal B) commercial C) attitude D) public E) experiential

C

68) After the purchase of a product, consumers will be either satisfied or dissatisfied and engage in ________. A) variety-reducing behavior B) alternative evaluation C) postpurchase behavior D) product expectations E) information searches

C

75)Relative advantage, compatibility, complexity, divisibility, and communicability are all examples of ________. A) alternative evaluations B) dissonance-reducing buying behaviors C) product characteristics that influence rate of adoption D) individual differences in innovation E) postpurchase behaviors

C

78)Rashmi Singh always knows about the trendiest fashions. She actively shares her knowledge with a wide group of friends and colleagues about where to shop for cutting-edge fashion at great deals, and her advice is often followed. Rashmi is an example of a(n) ________. A) upper middle B) membership group C) opinion leader D) brand personality E) experiential source

C

80)There is a trend in the United States toward rediscovering the flavor of regional cooking and the use of locally grown ingredients. People are choosing to spend hours in the kitchen using only the freshest ingredients to recreate local culinary traditions. This change in ________ is one of the reasons the number of farmers markets in the United States has increased by 70 percent in the last eight years. A) selective distortion B) subculture C) lifestyle D) personality E) life cycle

C

82) A marketer of hair care products targeted at African American women created an advertising message that told the women their hair could be worn any way they wanted as opposed to wearing it straight. The message suggested the women did not need to conform to the mainstream media definition of beauty. It is most accurate to say that this ad was based on an understanding of ________. A) social class B) the family life cycle C) self-concept D) lifestyle E) sensory marketing

C

84)Juana looked at her September issue of O magazine and did not see anything of interest. After her mother was diagnosed with bipolar disorder, she found the issue extremely interesting because it offered advice on how to help people who are suffering from this problem. The issue became quite interesting to Juana due to ________. A) subliminal messaging B) status factors C) selective attention D) shifting self-concept E) unconscious motivations

C

88)Pat thought he had received the best deal on his new car. Shortly after the purchase, Pat started to notice certain disadvantages of his new car as he learned more about other cars available. Pat is experiencing ________. A) postpurchase culture B) selective perception C) postpurchase dissonance D) purchase decision E) information evaluation

C

9) Each culture contains smaller ________, or groups of people with shared value systems based on common life experiences and situations. A) aspirational groups B) reference groups C) subcultures D) membership groups E) social networks

C

92)An invitation to go skiing for the weekend forced Donna to look at her current wardrobe. She decided she needed a much warmer coat. Donna was in which stage of the purchase decision? A) product evaluation B) situational analysis C) need recognition D) problem screening E) information search

C

1) ________ is never simple, yet understanding it is the essential task of marketing management. A) Brand personality B) Consumption pioneering C) Early adoption D) Buying behavior E) Understanding the difference between primary and secondary data

D

10) Which of the following is NOT considered an important American subculture by marketers? A) Hispanic Americans B) African Americans C) mature consumers D) opinion leaders E) Asian Americans

D

15) Which of the following is NOT true of mature consumers? A) The best strategy is to appeal to their active, multidimensional lives. B) They are an ideal market for "do-it-for-me" services. C) High-tech home entertainment products appeal to them. D) They place more importance on brand names and are more brand loyal than members of other age groups. E) They are a good market for cosmetics and personal care products

D

17) What is one way that social class is NOT measured? A) occupation B) education C) income D) number of children in the family E) wealth

D

2) The consumer market is made up of which of the following? A) individuals who acquire goods or services for personal consumption B) households that purchase goods or services for personal consumption C) businesses that purchase goods and services D) A and B E) all of the above

D

38)A ________ is a need that is sufficiently pressing to direct a person to seek satisfaction. A) stimulus B) perception C) culture D) motive E) tradition

D

4) Of the following, the best starting point for understanding how consumers respond to various marketing efforts is the ________ model of a buyer's behavior. A) belief B) subcultural C) generational D) stimulus-response E) societal

D

42) Maslow's theory is that ________ can be arranged in a hierarchy. A) stimuli B) beliefs and attitudes C) perceptions D) human needs E) decisions

D

44)What is the LEAST pressing in Maslow's Hierarchy of Needs? A) physiological needs B) social needs C) esteem needs D) self-actualization needs E) safety needs

D

46)People cannot focus on all of the stimuli that surround them each day. A person's tendency to screen out most of the information to which he is exposed is called ________. A) selective retention B) selective distortion C) selective attitude D) selective attention E) selective perception

D

51) Learning occurs through the interplay of all of the following EXCEPT ________. A) drives B) stimuli C) cues D) dissonance behavior E) reinforcement

D

56) A(n) ________ is a person's relatively consistent evaluations, feelings, and tendencies toward an object or idea. A) lifestyle B) motive C) belief D) attitude E) perception

D

58) When consumers are highly involved with the purchase of an expensive, infrequent, or risky purchase but see little difference among brands, they most likely will undertake ________. A) habitual buying behavior B) complex buying behavior C) reflective buying behavior D) dissonance-reducing buying behavior E) variety-seeking buying behavior

D

59)When customers have a low involvement in a purchase but perceive significant brand differences, they will most likely engage in ________. A) complex buying behavior B) dissonance-reducing buying behavior C) habitual buying behavior D) variety-seeking buying behavior E) brand conviction buying behavior

D

62)If the consumer's drive is strong and a satisfying product is near at hand, the consumer is likely to buy it then. If not, the consumer may store the need in memory or undertake a(n) ________. A) brand personality B) selective retention C) postpurchase behavior D) information search E) product adoption

D

64)The information sources that are the most effective at influencing a consumer's purchase decision are ________. These sources legitimize or evaluate products for the buyer. A) commercial B) public C) experimental D) personal E) attitudinal

D

7) In the model of buyer behavior, which of the following is NOT a major type of force or event in the buyer's environment? A) economic B) technological C) political D) channel E) cultural

D

71)When a customer feels uneasy about losing out on the benefits of a brand she chose not to purchase, she is experiencing ________. A) selective retention B) selective attention C) selective distortion D) cognitive dissonance E) dissonance-reducing behavior

D

73)Which of the following is NOT one of the stages that customers go through in the process of learning about and making decisions about a new product or service? A) awareness B) interest C) evaluation D) acceptance E) trial

D

81)According to one analyst, a Harley-Davidson motorcycle can make you feel like "the toughest, baddest guy on the block." Harley-Davidson promotes its motorcycles with images of independence, freedom, and power. Harley-Davidson has created a(n) ________. A) attitude B) life-cycle stage C) brand motivation D) brand personality E) brand self-image

D

86)Bob's job description had been changed. The rationale for the changes made no sense to Bob when they were explained. Bob continued to perform most of his job duties as usual. He has engaged in ________. A) subliminal attention B) selective attitude C) selective interpretation D) selective attention E) perceptual defense

D

90)Carrie tends to purchase various brands of bath soap. She has never been loyal to a specific brand; instead, she does a lot of brand switching. Carrie exhibits ________. A) dissonance-reducing buying behavior B) complex buying behavior C) habitual buying behavior D) variety-seeking buying behavior E) brand familiarity buying behavior

D

93)Donna wants to buy a new coat. During the ________ stage of her purchase process she will ask her friends to recommend a store and/or a style of coat. She will search the newspaper for coat sales, and she will visit nearby stores to see what is available in her price range. A) product evaluation B) alternative evaluation C) need recognition D) information search E) purchase decision

D

97.Which of the following would a marketer be LEAST likely to do to encourage habitual buying behavior? A) dominate shelf space B) run frequent reminder advertising C) keep shelves fully stocked D) stress several key points in ad copy E) focus on visual imagery and symbols in ad campaigns

D

11) This group of consumers tends to buy more branded products and to make shopping a family event, with children having a big say in the purchase decision. In general, they are very brand loyal, and they favor companies who show special interest in them. A) Hispanic Americans B) African Americans C) Asian Americans D) mature consumers E) the upper middles

A

16) ________ are society's relatively permanent and ordered divisions whose members share similar values, interests, and behaviors. A) Social classes B) Cultures C) Reference groups D) Subcultures E) Lifestyles

A

21) ________ are people within a reference group who, because of special skills, knowledge, personality, or other characteristics, exert influence on others. A) Opinion leaders B) Habitual buyers C) Social networkers D) Stealth marketers E) Laggards

A

22) Opinion leaders are also referred to as ________. A) the influentials B) the upper uppers C) the middle class D) the Rebounders E) the buzz marketers

A

26) The ________ is the most important consumer buying organization in society; the roles and influences of different members have been researched extensively. A) family B) social class C) membership group D) subculture E) reference group

A

28) A buyer's decisions are influenced by ________ such as the buyer's age and life-cycle stage, occupation, economic situation, lifestyle, and personality and self-concept. A) personal characteristics B) reference groups C) perceptions D) attitudes E) psychographics

A

30) Consumer information provider PersonicX uses a life-stage segmentation system that places U.S. households into one of 21 different life-stage groups. Which of the following PersonicX groups consists of young, energetic, well-funded couples and young families who are busy with their careers, social lives, and active recreation? A) Taking Hold B) Beginnings C) Transition Blues D) Our Turn E) Golden Years

A

36) Many marketers use the self-concept premise that people's possessions contribute to and reflect their identities; that is, "we are what we have." According to this premise, consumers ________. A) buy products to support their self-images B) do not identify with brand personalities C) are affected by subconscious motivations D) are attracted to products that expand their existing attitudes E) conduct the information search

A

39) According to Freud's theories, people are ________ many of the psychological forces shaping their behavior. A) unaware of B) self-conscious of C) aware of D) status-driven about E) self-analytical about

A

52)________ are subtle stimuli that determine where, when, and how a person responds to an idea. A) Cues B) Drives C) Reinforcers D) Personalities E) Impulses

A

61) The buying process starts with ________, in which the buyer recognizes a problem. A) need recognition B) information search C) product awareness D) product interest E) alternative evaluation

A

65)Marketers describe the way a consumer processes information to arrive at brand choices as ________. A) alternative evaluation B) information search C) purchase decision D) situational factors E) postpurchase dissonance

A

69)The relationship between the consumer's expectations and the product's ________ determines whether the buyer is satisfied or dissatisfied with a purchase. A) perceived performance B) brand personality C) recognition D) consumer market E) service quality

A

76)Generation Xers, who were born between 1965 and 1976, share the childhood experiences of higher parental divorce rates, recession, and corporate downsizing. They tend to care about the environment and value experience over acquisition. Generation Xers make up a ________. A) subculture B) social class C) social network D) life-cycle stage E) lifestyle

A

79)Shane Sudendorf is an active member of her sorority, two intramural teams, and a service organization at her college. She also actively participates on two online social networks, posting information about her day along with her thoughts on music, food, fashion, and culture. From this description, which of the following is the best way to describe Shane? A) an opinion leader B) a status symbol C) a laggard D) a Potential Rebounder E) a brand ambassador

A

8) ________ is the most basic cause of a person's wants and behavior. A) Culture B) Brand personality C) Cognitive dissonance D) Social class E) Selective perception

A

83)Mark has long supported the actions and decisions of his city's mayor. However, many recent news stories have raised questions about the ethics of the mayor's programs and initiatives. Mark doubts that the mayor, in whom he has such faith, could behave unethically, and Mark tends to distrust the information in the media. Mark continues to support the mayor. It is most accurate to say that Mark has engaged in ________. A) selective distortion B) selective attitude C) selective retention D) selective attention E) perceptual defense

A

86)Stephanie and Jamal attended a sales seminar. Both left the seminar with differing opinions about what was important to implement in their jobs. Both used the information in different ways, according to what each already believed was important. They have engaged in ________. A) selective distortion B) selective attitude C) selective retention D) selective attention E) perceptual defense

A

96)Cameron loves to know about and purchase the most up-to-date technological gadgets. Among his friends, he is almost always the first to own the newest electronic product. Often the products that Cameron buys become adopted by large groups of consumers, but occasionally Cameron will purchase a product that is adopted by only a small portion of the population. To which of the following adopter groups does Cameron belong? A) innovator B) middle upper C) early majority D) late majority E) laggards

A

________ refers to the unique psychological characteristics that distinguish a person or group. It is usually described in traits such as self-confidence, dominance, sociability, autonomy, defensiveness, adaptability, and aggressiveness. A) Alternative evaluation B) Belief C) Culture D) Personality E) Self-awareness

D

91) Lexus works to keep customers happy after each sale, aiming to delight the customer in order to gain a customer for life. In this pursuit, Lexus is focused on which step of the buyer decision process? A) need recognition B) information search C) evaluation of alternatives D) purchase decision E) postpurchase behavior

E

95)Leona purchased two bottles of wine from vineyards in Australia. When asked her opinion of the wine, she said the burgundy wine tasted like alcoholic grape juice, but the Chablis had a crisp taste that she really enjoyed. These statements were made during the ________ stage of the purchase decision. A) information search B) situational analysis C) alternative evaluation D) purchase decision E) postpurchase behavior

E