Consumer Behavior Final (chp.11-18) pg. 246-557.
emphasizes personal goals, characteristics, achievements, and desires
Independent Self Concept
Service employees that are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?
service encounter failure
All EXCEPT which of the following nonmarketing factors affect a consumer's actual state?
reference group
When a retailer represents a price as "regularly $15.99, now $9.99," the $15.99 is called the
reference price
Marketing efforts focused on a firm's current customers are generally termed
relationship marketing
Unplanned purchases are further subdivided into which two categories?
reminder and impulse
The external ice cube shoot on Cade's refrigerator door was not working properly. She could hear the ice falling into the shoot, but nothing would come out. She looked inside and realized there was a solid block of ice clogging the shoot, and she couldn't get it loose. Cade decided to use a hair dryer to melt the ice, and it worked. Cade's using a hair dryer in a new way represents
use innovativeness
Which VALS segment of consumers is comprised of successful, sophisticated, active, take-charge people with high self-esteem and abundant resources and are driven by a mix of motivations?
Innovators
Which of the following is NOT a key element of relationship marketing?
Standardize the relationship across customers.
the top categories of online spending include
all of the above
which of the following is a way that gifts communicate symbolic meaning?
all of the above
Which of the following shelf-based point-of- purchase materials provide the maximum lift in sales?
c and d Shelf talkers, danglers, and inflatables provide the maximum lift in sales
The brands or products one will evaluate for the solution of a particular consumer problem are called the
evoked set
Which online environment option is a growing source of potential consumer feedback and input?
surveys, blogs, Facebook, twitter
The costs of finding, evaluating, and adopting another solution are known as
switching costs
Which dimension of product performance relates to aesthetic or image-enhancement performance?
symbolic
Which of the following drives problem recognition?
the consumer's perception of the actual state
Samantha is purchasing a new car. She knows she should compare alternatives on the basis of cost and performance features, but she can't help but consider the styling and the color. She also wants a car that will make her look "cool" and feel special when she's driving it. Styling, color, and how the car will make her feel are examples of _____ evaluative criteria.
intangible
Individuals with which type of self-concept are more likely to engage in home and domestic-related activities and entertainment including cooking at home and from scratch?
interdependents
Which type of reference price or price range does a consumer retrieve from memory to compare with a price in the market?
internal reference price
Andrew is considering the purchase of a portable DVD player. He is comparing alternatives on the basis of screen size, battery life, and price. Andrew is using which type of evaluative criteria?
tangible
A new study suggests there is a cross cultural group with similar values and consumption patterns based on luxury known as the global elite. what are the segments?
All of the above
Which of the following factors influences the expected benefits and perceived costs of search? A) market characteristics B) product characteristics C) consumer characteristics D) situation characteristics E) all of the above
All of the above
Which of the following is a lifestyle segment of Porsche owners?
Bon Vivants
the situation in which consumers receive information has an impact on their behavior
Communications Situation
What has research revealed regarding consumers' variety-seeking behavior?
Consumers are more likely to become bored on sensory attributes such as taste.
Which of the following statements is FALSE regarding crowding as a situational characteristic?
Crowding is unpleasant regardless of a consumers' culture.
Shopping on the Internet provides which important time-related dimension? A) It has the potential to reduce the amount of time required to make a specific purchase. B)It provides the consumer with almost total control over when the purchase is made. C)It eliminates the uneasiness of crowding experienced in many retail outlets. D)a and b
D.) a and b
To understand a consumer's behavior, we must know about the A)consumer B)situation C)stimulus object D)a and b E)a, b, and c
E.) a, b, and c
Which of the following is a major PRIZM lifestage group?
Family Life
Which online shopping segment found by Experian is older, middle income, and only looking for functional necessity?
Just the Essentials
Leonard is a hardworking individual who works for himself and can do just about any construction or carpentry job around. He builds cabinets primarily, but he has also done masonry work. His idea of fun is fixing his truck, and several of his friends and family have him work on their cars as well. He is unimpressed by material possessions other than those with a practical or functional purpose. To which VALS segment does Leonard belong?
Makers
Which of the following statements is true regarding consumer choice processes?
Motivation, information availability, and situational factors interact to determine which choice process will be used.
consumers who place heavy weight on the opinions and feelings of others
high self monitors
Which PRIZM segment consists of consumers that are evolving into older "empty-nester" couples as their children grow up and leave home, live in older, stable neighborhoods with pools and patios in their backyard, are college-educated, and are typically Caucasian?
Pools and Patios
Attempts to develop quantitative of lifestyle. Attitudes, Attitudes, Activities & Interests, Demographics, Media Patters, and Usage Rates
Psychographics
Jennifer sees herself as a loving, caring mother and wife. She also sees herself as an accomplished professional. Finally, she sees herself as a good citizen and devoutly religious person who takes the concerns of others seriously and tries to make the world a better place for those less fortunate than she and her family. This totality of Jennifer's thoughts and feelings about herself is known as her
SELF CONCEPT: Self-concept is composed of the attitudes you hold toward yourself.
Which of the following is FALSE regarding committed customers?
They are less likely to forgive an occasional product or service failure.
David is a retired attorney who is satisfied and comfortable with his life. He keeps informed about the world by reading three newspapers a day and attends lectures at the senior activity center near his home. He is very content with his life, and he tends to center his leisure activities around his home. He plans his purchases carefully and looks for functionality, value, and durability in the products he buys. Which VALS segment best describes David?
Thinkers
Rachel is going to the mall to purchase a wedding gift for a co-worker. Based on research, which type of product is she likely to buy?
Utilitarian
Which online shopping segments found by Experian is 10 percent more likely on average to have shopped online in the past 12 months looking for good deals?
Virtual Shoppers
Bob is a consumer that strives for a clear social position and is strongly influenced by the actions, approval, and opinions of others. He drives an expensive automobile, and only buys brands of clothing that are considered "status symbols." Which primary motivation is driving Bob's behavior?
achievement motivation
The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? A) The degree of commitment or irrevocability of the decision. B) The importance of the decision to the consumer. C) The difficulty of choosing among the alternatives. D) The individual's tendency to experience anxiety. E) all of the above
all of the above
Under conditions of crowding, consumers tend to A)buy less B)make faster decisions C)use less information D)be less satisfied E)all of the above
all of the above
Which of the following factors influences the expected benefits and perceived costs of search? A) market characteristics B) product characteristics C) consumer characteristics D) situation characteristics E) all of the above
all of the above
Which of the following is NOT a possible outcome once a consumer is satisfied? A) committed customer B) discontinued use C) repeat purchases D) increased use E) all of the above are possible outcomes
all of the above
Joseph is considering the purchase of a computer, and he is comparing brands on the basis of price, memory, speed, and reliability. He mentally ranks each alternative on these attributes and makes a selection based on these rankings. Joseph is using which type of choice process?
attribute-based choice
Individuals with independent self-concepts tend to be
autonomous
Services that aid consumers in their search and decision making on the Internet are known as
bots
A limited capacity for processing information is known as
bounded rationality
Brad was out of soft drinks in his dorm room, so he went to the store and purchased Coke. This is the brand he always buys, and he would not even consider purchasing another brand. Which type of nominal decision does this illustrate?
brand loyal decision
Consumers that exhibit a positively biased behavior toward a specific brand are exhibiting
brand loyalty
George has used the same company for his car and home insurance for over 20 years. Any claim he has made has been handled fairly and quickly. A major hurricane came through his area causing many individuals, including George, and business owners to lose everything. While he was hearing about so many insurance claim nightmares, he knew his company would come through because he trusts this company. George is an example of
committed customer
Decisions made by regarding the ______ situation can create significant social problems as well as opportunities for marketers.
disposition
Which marketing strategy is appropriate if the brand is not part of the evoked set and the target market engages in nominal decision making?
disrupt strategy
A brand whose perceived performance falls below expectations generally produces
dissatisfaction
Very high levels of purchase involvement tend to produce
extended decision making
Which type of reference price is presented by a marketer for the consumer to use to compare with the current price?
external reference price
Nathan is purchasing a new computer, so he asks his friends and family for help in selecting one. He also has searched the Internet and visited the Dell, Gateway, and IBM Web sites and has consulted Consumer Reports. Nathan is conducting which type of information search?
external search
Employees who deal directly with consumers are known as
front-line employees
Bob is searching the Internet for information on digital cameras, so he types in the words "digital camera" in Google. Which type of search is Bob conducting?
generic
Nominal decision making is sometimes referred to as
habitual decision making
With the information provided by perceptual mapping the marketer can determine all of the following EXCEPT
how consumers will trade one evaluative criteria for another
Which dimension of product performance relates to the physical functioning of the product?
instrumental
Marla is bored with her cell phone. She wants to purchase a new one that has cool ring tones and can take a picture. She's not going to conduct a big search for a new phone as she's just going to consider a few others. Which type of decision making is this?
limited decision making
Blake doesn't much care about cars but is engaging in a substantial amount of information search about cars since he is about to buy a new car. In terms of involvement, Blake is
low in product involvement; high in purchase involvement
Sales personnel, Web sites, and advertising represent which type of information source?
marketing sources
Carmen was participating in a psychographic study, and several questions pertained to activities and interests. Questions regarding this aspect of lifestyle include which of the following?
nonoccupational behaviors to which consumers devote time and effort, such as hobbies, sports, public service, and church
An outlet or brand whose performance confirms a low-performance expectation generally will result in
nonsatisfaction
Barry is always searching information about wine. He reads Wine Spectator every month, has several books related to wine, visits wine-related Web sites frequently, and has visited several wine regions throughout the world. While he purchases wine frequently, he does not conduct this information search for just that reason. He just enjoys learning about wine. For Barry, his search for information about wine is a(n
ongoing search
An experience that surpasses the usual level of intensity, meaningfulness, and richness and produces feelings of joy and self-fulfillment is known as a(n)
peak experience
ane is test driving several models of automobiles to help him decide which one to purchase. which source of information does this represent?
personal source
Friends, family, and others are examples of which source of information?
personal sources
Melanie lives in a small city that does not have a lot of the interesting retail stores. She and her two best friends take a trip twice a year to places such as Atlanta, Dallas, and Chicago to go shopping. It's so exciting for them to go in some of the stores because they are so unique, and they have only seen them online or in catalogs. Also, several cities now have lifestyle centers or town centers that are reminiscent of downtown in bygone days. All of the factors such as decor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the merchandise that Melanie and her friends make a special trip to experience comprise which situation characteristic?
physical surroundings
Which approach to problem recognition examines the purchase or use of a particular product or brand?
product analysis
Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n)
repeat purchaser
Amelia wanted to purchase a nice watch for her husband, but she was overwhelmed by the amount of information available on the Internet for this product. She visited one Web site that offered a service that would do the searching and comparisons for her, so she decided to use it. The service Amelia used is referred to as a(n)
shopping bot
A $10 savings on a $200 item should
show the dollar savings but not the percentage savings
Which of the following is NOT a type of cost associated with perceived risk?
spatial cost
Harriet is very frugal, so she regularly combs the grocery ads looking for bargains. Usually she'll go to a particular store just to buy an advertised item, but sometimes she purchases other items that were not advertised as well. The purchase of the unadvertised items represent which type of sales?
spillover sales
Sales of additional items to customers who came to purchase an advertised item are referred to as
spillover sales
the sum of all physical features of a retail environment
store atmosphere
Brands owned and sold by a specific retail outlet are known as
store brands
A given consumer's or target market's perception of all the attributes associated with a retail outlet is generally referred to as the
store image
Stacy is shopping to purchase new linens for her guest room. Which situational characteristic is influencing her behavior?
temporal perspective
A completely nominal decision does not even include consideration of
the "do not purchase" alternative
Sensory discrimination is
the ability of an individual to distinguish between similar stimuli
Consumers make decisions with the help of recommendation agents or bots when
there are numerous alternatives
Which disposition alternative is the most widely used by consumers?
throw away
Which of the following is a major PRIZM social group?
urban
Speed of service and convenient location are criteria Jake considers when deciding at which restaurant to eat lunch during a work day. However, when he and his wife go out for a romantic dinner, the ambiance and quality of the food are more important. Which factor is influencing the importance he places of various criteria?
usage situation
What are the types of consumer problems?
active and inactive
The retail attraction model is also called the
retail gravitation model
Which of the following is a concern marketing managers have related to problem recognition? A) discovering consumer problems B) developing the marketing mix to solve consumer problems C) helping consumers recognize problems D) suppressing problem recognition among consumers E) all of the above
All of the above
Which of the following is a primary source of information available to consumers? A) memory B) personal sources C) independent sources D) marketing sources E) all of the above
All of the above
Which of the following is a step in the approach for developing situation based marketing strategies that was given in the text book?
All of the above
Which of the following is an approach to problem identification? A) activity analysis B) product analysis C) problem analysis D) emotion research E) all of the above
All of the above
Which of the following is typically included in a psychographic or lifestyle study? A) attitudes B) values C) activities and interests D) demographics E) all of the above
All of the above
Radian6 is a leader in the field of
Social Media and Consumer Problem
Which of the following is a nonmarketing factor affecting problem recognition?
Social status, past decisions, motives, situation
Given the following information, which of the following compact disc players would be chosen using the lexicographic decision rule?
Sony
Situational characteristics that deal with the effect of time on consumer behavior.
Temporal perspective
Hispanic girls celebrate a ritual situation when they reach 15 years old known as quinceañera. T, F
True
Using WD-40 as an additive to fish bait is an example of
Use innovativeness
Which of the following is a decision rule used by consumers? A) conjunctive B) disjunctive C) lexicographic D) compensatory E) all of the above
all of the above
Expenses associated with advertising, establishing a new account, and mailing catalogs are examples of
acquisition costs
Approaches to reduce online privacy concerns include
all of above
A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following? A) importance of the purchase to the consumer B) ease of taking action C) consumer's existing level of overall satisfaction with the brand or outlet D) characteristics of the consumer involved E) all of the above
all of the above
A store's atmosphere can influence which of the following? A)consumers' judgments of the quality of the store B)store's image C)shoppers' moods D)shoppers' willingness to visit and linger E)all of the above
all of the above
According to the media consulting group, SmartReply, the best text message programs involve which of the following? A. build an "opt-in" database B. develop the text message "ad" C. roll out the campaign D. include a hook as to why they are being contacted, call to action, and an "opt-out" E. ALL of the above
all of the above
Before a marketing manager or a public policy decision maker can develop a sound strategy to affect consumer decisions, her or she must determine all EXCEPT which of the following? A) which evaluative criteria are used by the consumer B) how the consumer perceives the various alternatives on each criterion C) the relative importance of each criterion D) all of the above must be determined
all of the above
The "Merchandise" dimension of store image includes A) quality B) selection C) price D) style E) all of the above
all of the above
Which type of nominal decision is characterized by a fairly high degree of product involvement but a low degree of purchase involvement?
brand loyal decision
Which marketing strategies are appropriate for limited decision making?
capture strategy and intercept strategy
Which of the following means that the consumer is enthusiastic about a particular brand and is somewhat immune to actions by competitors?
commitment
In which situation do marketers attempt to place their ads in appropriate media contexts to enhance their effectiveness?
communications
Conrad is considering the purchase of a laptop computer. He has decided that he will not spend more that $1200, the computer must weigh no more that 4 pounds, and battery life must last at least 4 hours. He has similar minimum requirements for a few other criteria he is using to evaluate alternatives. If an alternative does not meet ALL of these minimum requirements, he will not consider it further. Which decision rule is
conjunctive
Which of the following is the most common method of direct measurement of the relative importance of consumers' evaluative criteria?
constant sum scales
Experience, familiarity, social status, shopping orientation and product involvement are examples of which factor that influences the expected benefits and perceived costs of search?
consumer characteristics
Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?
consumer-to-consumer sale
Which of the following motives are most likely in affective choices?
consummatory motives
Which of the following does NOT influence the evaluation of alternatives on each criterion?
decision rules applied
A(n) _____ is the way an individual wants to feel or be at the present time.
desired state
Chaz was asked by a market researcher which criteria he uses when purchasing beer. He told the researcher that taste and price are important to him. Which method did the researcher use to obtain this information from Chaz?
direct
Which measurement method involves asking consumers what criteria they use in a particular purchase or, in a focus group setting, noting what consumers say about products and their attributes?
direct
To determine which criteria are used by consumers in a specific product decision, the marketing researcher can utilize which two methods of measurement?
direct and indirect
Miles is considering the purchase of a new car. Price is the most important criterion for him, and he will only consider those models that do not exceed $20,000. Since several models satisfy this criterion, he then considers how each alternative performs with respect to gas mileage, and he will not consider any that get less than 20 miles per gallon in the city. Which decision rule is Miles using?
elimination-by-aspects
Which approach to problem recognition examines emotions associated with certain problems?
emotion research
Marcie will soon be 50 years old, so to pamper herself, she decided to get a massage. With respect to the typology of service environments, this type of service would be categorized as
hedonic
Which dimension of self-concept refers to the individual's perception of who I would like to be ?
ideal self-concept
The Martin's home has potentially unsafe levels of radon, but they have no idea because it is odorless and they have not been feeling any ill effects from it. In fact, several homes have this problem and the owners are not aware of it, and they may never become aware of it unless testing is done. What type of consumer problem is this?
inactive
Which type of consumer problem is one on which the consumer is not aware?
inactive
Kimberly loves the ham and turkey from the Heavenly Ham store. There is only one store in her town, though, and it is pretty far away. She goes that direction on Saturdays for her daughter's music lesson, but by the time it's over and she's heading home, the store is already closed. Sometimes she brings a cooler and stops there before her daughter's lesson, but most of the time she forgets to bring the cooler. She usually ends up buying lunch meat at the grocery deli. Which reason for changing providers does this represent?
inconvenience
Amber tends to be individualistic and prefers to do things her own way. She lives on her own and decides for herself what she wants to do or how to do things. Which type of self-concept describes Amber?
independent self-concept
One of the major distinctions of self-concept is between _____ and _____ - which is also related to an important value dimension in the U.S. and abroad.
independent self-concept; interdependent self-concept
Brands that are found completely unworthy of further consideration are members of the
inept set
Elaine is considering the purchase of a computer and is aware that Toshiba and HP are brands in this product category. However, she is basically indifferent toward them. These two brands represent Elaine's
inert set
which of the following are types of reference prices?
internal and external
What is higher perceived risk
is associated with increased search and greater reliance on personal sources of information and personal experiences
Which of the following is true regarding the Net Promoter Score (NPS)?
it asks WOM question
MVM (My Virtual Model) helps consumers shopping online overcome which barrier?
lack of touch
Mike is the owner of a restaurant that also has a bar. Based on research that studied the impact of background music on restaurant patrons, what can Mike expect if he uses slow music in his establishment?
larger amount of bar purchases
Which marketing strategy requires consistent attention to product quality, distribution, and a reinforcement advertising strategy because the brand is purchased habitually by the target market?
maintenance strategy
Leonard is a hardworking individual who works for himself and can do just about any construction or carpentry job around. He builds cabinets primarily, but he has also done masonry work. His idea of fun is fixing his truck, and several of his friends and family have him work on their cars as well. He is unimpressed by material possessions other than those with a practical or functional purpose. To which VALS segment does Leonard belong?
makers
Which dimension of store image consists of quality, selection, style, and price components?
merchandise
Which of the following reflects temporary states of being rather than temporary states of mind?
momentary conditions
A market research study asked consumers to rate themselves with respect to several adjectives, such as happy, cheerful, peaceful, sad, blue , and depressed . What is this research trying to assess?
mood
Transient feeling states that are generally not tied to a specific event or object.
moods
Which type of decision making process in effect involves no decision per se
nominal decision making
Some consumers are highly susceptible to interpersonal influence, which is a
personality trait
Wendy was describing to her friend what the American Girl store is Chicago is like. She was telling her about all the different rooms that were in the store, such as a room for each doll (e.g., Bitty Baby, Felicity, Kit, etc.), a room for furniture, a room for girl-sized clothing that matched the dolls' clothing, the tea room, and the auditorium where she saw a stage show. Which dimension of store image was Wendy describing?
physical facilities
Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at
suppressing problem recognition
Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she wants to design the physical environment of retail stores, particularly those in women's fashions. She wants to create environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do?
retail atmospherics
Jim is trying to determine the level of his store's attraction by using the square footage as a measure of breadth of merchandise and the distance to the store from different geographic areas. Which model is he using?
retail gravitation model
Every year around the 4 th of July, families get together and celebrate a family reunion as well as Independence Day. The Normans, one such family, does this every year, and the party is pretty much the same every year. A cookout is held at one family member's home, and games for the children are played, such as a three-legged race and an egg toss competition. The family that wins the overall competition gets to take home a hideous, but meaningful trophy for that year. This is an example of a
ritual situation
socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format that have symbolic meaning ex)card on mothers day
ritual situations
Which of the following involves techniques designed to ensure that a company's Web pages appear high on an Internet search result list?
search engine optimization
Which PRIZM social group is characterized by smaller, less densely populated cities or satellites to major cities?
second city
Which problem recognition involves a discrepancy that only one brand can solve?
selective problem recognition
The totality of the individual's thoughts and feelings having reference to himself or herself as an object is known as
self-concept
Which technology segment is characterized by the statement quot;technology is life; These folks are enthusiastic and adventurous users of new technology.
wizard
Which online shopping segment found by Experian is younger, heavily female, and sees shopping as fun?
Status Strivers
Which nonmarketing factor affects a consumer's desired state?
culture/subculture
Which of the following is a noncompensatory decision rule? A) conjunctive B) disjunctive C) lexicographic D) elimination-by-aspects E) all of the above
all of the above
Pamela likes to sew because it relaxes her. To her, it's like therapy. For Pamela, sewing represents which type of motive?
consummatory motive
Which of the following is the major reason consumers give for shopping online?
convenience
Which of the following factors is the MOST likely reason consumers change providers of a service?
core service failure
Freddy is purchasing a new car, and he has decided that gas mileage, price, reliability, and styling are important to him. These attributes represent Freddy's
evaluative criteria
Nancy usually considers price and quality when she has to make a major purchase, such as an appliance or an automobile. These two features represent Nancy's
evaluative criteria
What is the most common measurement approach to measuring self-concept?
semantic differential
The ability of an individual to distinguish between similar stimuli is called
sensory discrimination
All those factors particular to a time and place that do not follow from knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior are known as
situational influence
Richard is reassessing his life and asking himself, "How am I seen by others?" He is also asking himself, "How would I like to be seen by others?" Richard is seeking his
social self-concept
