CHAPTER 5
In which type of buying situation will a buyer usually go through all the stages of the business buying process?
A new task buying situation
What is the nature of demand in business markets?
Demand in business markets is derived demand.
Which of the following correctly defines the consumer market?
Individuals and households that buy goods and services for personal consumption
This adopter group is skeptical and only adopts new products after a majority of people has tried it.
Late mainstream.
Which of the following statements regarding the business market is correct?
Many sets of business purchases are made for one set of consumer purchases.
_________ is NOT a characteristic important in influencing an innovation's rate of adoption.
Motivation
What is the first step of the buyer decision process?
Need recognition
Which of the following lists the five steps of the buyer decision process in the correct order?
Need recognition, information search, evaluation of alternatives, purchase decision, and postpurchase behavior.
Which of the following is a personal factor that influences a consumer's buying behavior?
Occupation
In which step of the buying decision process is the final order with the chosen supplier developed?
Order-routine specification
Consumers can obtain information from any of several sources. Which source is the most effective in that they legitimize the product?
Personal sources
Which of the following needs in Maslow's hierarchy is generally satisfied first?
Physiological needs
What are the eight steps in the business buying decision process in the correct sequence?
Problem recognition, general need description, product specification, supplier search, proposal solicitation, supplier selection, order-routine specification, and performance review
_________ refers to the degree to which innovation appears superior to existing products.
Relative advantage
What are the five characteristics that are especially important in influencing an innovation's rate of adoption?
Relative advantage, complexity, compatibility, divisibility, and communicability
Which of the following is a social factor that influences consumer buying behavior?
Roles and status
What determines if a buyer is satisfied or dissatisfied with a purchase?
The relationship between the consumer's expectations and the product's perceived performance
What determines whether the buyer is satisfied or dissatisfied with a purchase?
The relationship between the consumer's expectations and the product's perceived performance
According to the model of buyer behavior, what is in a buyer's black box?
The buyer's characteristics and the buyer's decision process
We define the ________ process as the mental process through which an individual passes from first learning about an innovation to final adoption.
adoption
Buyers who face a new task-buying situation usually go through ________ of the buying process.
all of the eight stages including performance review
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. These two factors are ________.
attitudes of others and unexpected situational factors
Consumers go through specific stages in the process of adopting a new product. Those five stages include ________, ________, _______, _________, _______.
awareness, interest, evaluation, trial, and adoption
The ________ market comprises all organizations that buy goods and services for use in the production of other products and services or for the purpose of reselling or renting them to others at a profit.
business
One problem with business-to-business e-procurement is that it _______.
can erode long-standing customer-supplier relationships
With regard to the diffusion process for new products, consumers respond at different rates, depending on _____________________.
consumer and product characteristics
Consumer buyer behavior is influenced by four key sets of buyer characteristics: ________.
cultural, social, personal, and psychological
Culture is the most basic determinant of a person's wants and behavior. People in different cultural, subcultural, and social class groups have ________.
different product and brand preferences
Which type of business buying situation offers marketers the greatest opportunity but also the greatest challenge?
A new task situation
_________ refers to the practice of including ethnic themes and cross-cultural practices within a company's mainstream.
A total market strategy
When marketers want to promote their products and services through word-of-mouth marketing programs, they typically begin by ________.
generating person-to-person brand conversations
______________ is the first stage in the new product adoption process.
Awareness
Which of the following types of marketing involves creating opinion leaders to serve as brand ambassadors to spread the word about a company's products?
Buzz marketing
Which of the five characteristics identified in the text has an inverse relationship with an innovation's rate of adoption? As this characteristic increases, the rate of adoption is slower.
Complexity
What are the four general characteristics that influence consumer purchases?
Cultural characteristics, social characteristics, personal characteristics, and psychological characteristics
Understanding the four key sets of buyer characteristics can help marketers ________ to serve consumer needs better.
identify interested buyers and shape products and appeals
Age, personality, buying style, and job position are ________ factors that can influence the business buying decision process.
individual
People can be classified into the adopter categories with each category having different values and rates of adoption. The adopter categories include ________, ________, __________, _________, __________.
innovators, early adopters, early mainstream, late mainstream, and lagging adopters
The buying process starts with need recognitionlong dash—the buyer recognizes a problem or need. The need can be triggered by ______________.
internal stimuli or external stimuli
The buying center and the buying decision process are influenced by ________, __________, __________, _____________.
internal organizational, interpersonal, individual as well as external environmental factors
Business markets differ in many ways from consumer markets. The main differences are in ________, __________, __________, __________.
market structure and demand, the nature of the buying unit, types of decisions, and the decision process
When making a purchase, the buyer goes through a decision process consisting of all of the following ________.
need recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior
Items such as technical specifications, quantity, delivery time, return policies and warranties are included in the ____________.
order routine specification
Companies must manage the ________, which often includes many different buying decisions in various stages of the buying decision process.
overall customer relationship
The business buyer decision process itself can be quite involved, with several basic stages. The process begins with ______________ and concludes with _______________.
problem recognition; performance review
The buyer decision process starts with __________.
recognizing a need
A purse company's ads feature the members of a popular housewives reality show. Product sales increase significantly among the fans. From the fans' viewpoint, the housewives reality show is a(n) _____.
reference group
In a _________, the business-to-business buyer reorders something without modifications.
straight rebuy
Business buyers make decisions that vary with the what types of buying situations?
straight rebuys, modified rebuys, and new tasks
All the people involved in the buying decision in an organization are collectively known as _______.
the buying center
A simple model of consumer behavior suggests that marketing stimuli and other major forces enter the consumer's "black box." This black box has two parts: ________.
the buyer's characteristics and the buyer's decision process
Business marketers are increasingly connecting with customers online and through digital, mobile, and social media to ________., __________, __________, ___________, and maintain ongoing customer relationships.
to engage customers, share marketing information, sell products and services, provide customer support services
What are the five stages of the consumer adoption process in the correct sequence?
Awareness, interest, evaluation, trial, and adoption
The second step in the buyer decision process might include seeking more information. Sources of information vary. Commercial sources normally ________ the buyer, but personal sources ________ products for the buyer.
inform; legitimatize or evaluate