chapter 6 SB

When does the consumer decision process begin?

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

which purchase would mostly likely be motivated by a safety need

a burglar alarm

In addition to customer satisfaction and loyalty, which of the following is also one of the potential postpurchase outcomes?

cognitive dissonance

Jamie wants to buy a car. She reads car reviews online, asks her friends for advice, and visits the websites of all the major car manufacturers. Next, she goes to several car dealerships to test-drive cars. Jamie is engaging in which type of problem solving to select a car?

extended

consumers often use ___ problem solving for risky purchase decisions

extended

an _________ search is when they 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

they are two key types of information searches: internal and

external

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

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.

internal

what are the two types of information search

internal external

accessing information from one's own memory and knowledge is knows as (a)n _____ information search

internal information search

consumers may have different levels of ___________ which is known as the consumer's degree of interest in a product or service

involvement

randy is relatively indifferent when it comes to the purchase of six-pack of beer because he will drink any brand that is fairly inexpensive. his low degree of interest in beer classifies him as low- _______ beer buyer

involvement

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 miles of cars" store

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

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

macroeconomic factors

a(n) _____ is a basic need that drives consumers to solve a problem and satisfy a need, such as a headhache that leads a person to purchase a pain reliever

motive

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

motive

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 post purchase

the social influences that affect a consumer's behavior do NOT include

perceptions

The motive that drives Conrad to buy a large bottle of Gatorade after a 3-mile run and drink it quickly is a(n) ______ need.

physiological

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

postpurchase

consumer decision making about products and services is influenced by the configuration of the market mix, social influences, ________ factors, and sociological factors

psychological

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

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

betty buys hand soap for her kitchen and bathrooms in order to prevent the spread of germs. she is motivated by which of the following needs

safety

the ___ is the second step in the consumer decision process

search for information

which stage in the consumer decision process comes immediately after need recognition

search for information

The external ______ environment that influences consumer behavior includes consumers' family, reference groups, and culture.

social

which of the following factors typically influence the consumer decision process the same way each time

social psychological

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

why would a firm record the number of abandoned virtual carts on its website

to assess the conversion rate

true or false: consumers often evaluate alternatives while still engaged in the search process

true

true or false: situational factors sometimes override psychological and social issues

true

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

when does the consumer decision process begin

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

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

need ____________ is the first stage in the consumer decision process

recognition

which of the following are examples of external searches for information when looking to purchase a new car

you brose the manufacturer's website you ask your brother how he likes his new car you purchase a copy of consumer reports