Chapter 5

When you are shopping at the grocery store, you may choose a particular brand of orange juice because that is what you grew up drinking. Choosing that brand of juice is an example of satisfying a ______.

want

Economic buyers are consumers who ______. (Check all that apply.)

want the greatest satisfaction for time and money logically compare choices

What are the four basic problem-solving steps a consumer may go through to satisfy a need?

1. Information search 2. Identify alternatives 3. Self criteria 4. Evaluate alternatives

Which of the following are reasons it can be difficult to understand consumer behavior?

Behaviors vary by situation. Behaviors vary depending on product. Behaviors vary from person to person.

When consumers are looking to satisfy their economic needs, they are likely to focus on which of the following?

Best value Lowest price Convenience

Which of the following are examples of economic needs? (Check all that apply.)

Dependability in use Efficiency in operation Improvement of earnings Economy of purchase

True or false: Consumers always apply rational processes in their buying decisions.

False

True or false: The ability to satisfy an economic need is independent of how much money a consumer has available.

False

Social media does which of the following?

Increases the influence of opinion leaders

Andrea moved to a new apartment in the city and chose a nearby nail salon for a manicure. She ended up disappointed with the quality of the manicure and disliked the salon's ambiance, so she decided never to go to that salon again. What led to Andrea's decision?

Post-purchase regret

Which stage of the learning process can lead to the development of a habit?

Reinforcement

True or false: Almost every society has some social class structure.

True

True or false: Ethnic groups deserve special attention when analyzing markets.

True

True or false: People within the same cultural grouping tend to be more similar in outlook and behavior.

True

Which of these customers is experiencing dissonance?

When Sara arrived home and tried on the dress, she wasn't sure it was right for the wedding she was going to.

Predictive analytics help marketing managers determine _____.

a customer's future needs

A person's views towards things that reflect a like or dislike are called ______.

attitudes

Psychographics is the study of _____.

a person's day-to-day pattern of living

The _____ process is the steps individuals go through on the way to accepting or rejecting a new idea.

adoption

If an infant really enjoys a particular baby food and is happy eating it, a mother may continue to buy the product. This is an example of how customers _____.

come to trust through experience

Recall that a _______ is a strong stimulus that encourages action to reduce a need.

drive

Buyers often have second thoughts and wonder if they made the right choice. The technical term for this is _____.

dissonance

True or false: A consumer's point of view toward something does not have an effect on learning.

false

The adoption process and the decision process are similar, but in the adoption process _____ is more clear.

learning

When experiences change the way we think, it is referred to as ______.

learning

Compared to other buying groups, Asian Americans are _____ likely to shop online.

more

The basic forces that motivate a person to do something are called ______.

needs

A major grocery store chain offers free apples at interstate rest areas during Labor Day weekend to drivers who are traveling. This is an example of how a firm might satisfy ______ needs of consumers.

physiological

Rest is a __________ need; power is a ________ need

physiological; psychological

Once consumers identify a need, they often engage next in a ______ process that focuses on how to best meet that need.

problem solving

At a garage sale, Roland bought a pair of used sneakers that he thought he could wear while fishing. The next day he bought another pair of running shoes at a local Runner's World store. These examples show how a(n) _______ influences buying behavior.

purchase

The consumer decision process starts with ______.

recognizing an unmet need

When consumers know that they are unhappy about a purchase, this is called post-purchase ______.

regret

Routinized response behavior is employed when a consumer ______.

regularly purchases the product

During the learning process, when a response leads to satisfaction or a reduction in a drive, ______ is said to be taking place.

reinforcement

Greg is the first in line whenever the new smartphone is introduced because he always buys the newest phone on the market. This is an example of _____.

routinized response behavior

Needs related to protection and physical well-being are called ______ needs.

safety

Purchasing a life insurance policy fulfills a ______ need within consumer behavior.

safety

Connor is interested in buying a new car. During a recent road trip, he notices billboards that have car advertisements, but ignores all other billboard ads. He is using a process known as ______.

selective exposure

Once families have children, their spending ______.

shifts to focus on education and medical care

A group of people seen as having similar or equal status make up a ______.

social class

Consumers use rational decision-making processes ______.

some of the time

There is a larger percentage of African Americans in the _____ states than in the ____ states.

southern; northern

Desire for....

status

As Rhonda wandered through the state fair, she could not help but smell the kettle-cooked popcorn—and she soon bought some. This is an example of how buying behavior is influenced by ______.

surroundings

Which of the following is an example of a low-involvement purchase for most people?

Buying a loaf of bread

Until recently, most marketers in the United States considered the ______ as the family purchasing agent.

wife

The general behavioral principles that marketing managers can use to better understand a specific target market are called _____.

frameworks

When we notice only information that interests us we are using which selective process?

Selective exposure

Place the four steps of the consumer decision process (assuming no backtracking) in the correct order, with the first step at the top.

1. Need awareness 2. Problem solving 3. Purchase decision 4. Experience after purchase

Which of the following statements about family members and consumer behavior is true?

Family members influence many aspects of consumer behavior.

What three states contain more than half of all Hispanics living in the United States? (Check all that apply.)

Florida Texas California

Ethnic groups in the United States are experiencing which of the following? (Check all that apply.)

Growth in buying power Growth in population

Which of the following are aspects of a culture?

Homogeneous set of people Shared attitudes Shared beliefs

Identify the shifts that occur in spending when children arrive in a young family. (Check all that apply.)

More spending on credit Focus on education and medical spending Less saving of income

An hour before a dinner with a big client, Jesse remembers he doesn't own a tie. He races to the nearest department store and quickly purchases one. In this case, Jesse's purchase was largely influenced by ______.

TIME

Identify how having teenagers in a family impacts consumer spending habits. (Check all that apply.)

Teenagers have education needs. Teenagers eat more.

Psychographics analyze a person's day-to-day patterns of living expressed in terms of AIOs, which stands for ______.

activities, interests, and opinions

When consumers have no experience with a new idea, they go through steps in the _____ process in order to accept or reject the idea.

adoption

People who thoroughly research and compare products in order to make the most satisfying purchases are called ______.

economic buyers

A television ad portraying an inanimate doll dancing on its own, leading children to expect the doll to be able to dance, could be a(n) ______.

ethical issue

Inaccurate customer beliefs that arise from a marketer's efforts raise questions about the marketer's ______>

ethics

Heidi bought the shampoo because the commercial said it would leave her hair feeling like it did when she left the salon. After using the shampoo, Heidi was disappointed to find it didn't live up to the claim. The outcome Heidi hoped for is an example of a(n) _____.

expectation

Jon wants to buy a new vacuum cleaner. He has talked to his sister about which model she uses and has gone online to compare different brands. He visited his local home center to test different vacuums before deciding which one he would purchase. Jon is using _____ problem solving as he makes this purchase.

extensive

True or false: Teenagers spend almost $100 billion a year on goods and services.

false

The ability to meet economic needs most largely depends on ______.

family income

Carol was going to buy a specific brand of facial soap. She really respects her sister's opinion of personal care items. After talking to her sister, she decides to purchase a different brand. This shows the impact of _____ on consumer behavior.

family members

Freedom from...

fear

Physiological need

food

When a person has a first experience riding a roller coaster and becomes ill, a decision to ride a roller coaster in the future is not likely. This is an example of ______.

learning

In a weak economy, consumers feel ______.

less likely to spend money insecure in their jobs

Trisha has used dandruff shampoo before, but when she gets to the store, she isn't sure which brand of dandruff shampoo to buy. After studying various labels, she picks up a bottle and heads to the checkout. This is an example of _____ problem solving.

limited

When consumers have some previous experience with a product and are willing to put some effort into the purchase, they are likely to use ______ problem solving to make a buying decision.

limited

Routinized response behavior happens with _____ involvement purchases.

low

When the economy is strong, consumers are _____ likely to borrow money to purchase a home or go on a vacation.

more

The U.S. is becoming a _______ society, which brings opportunities and challenges for marketers.

multicultural

The correct order and steps in the consumer decision process are _____.

need awareness, problem solving, purchase decision, and experience after the purchase

__________ are the basic forces that motivate a person to do something.

needs

The basic forces that motivate people to do something are called ______, while those that are "learned" during a person's life are called _____.

needs; wants

Psychological need

nurturing

Of the 19 million Asian Americans living in the United States, nearly _____ live in California.

one-third

Fernando is an avid photo hobbyist. When it comes time for any of his friends or family members to buy a new camera, they turn to Fernando. For cameras, Fernando is a(n) ______.

opinion leader

At an ice skating rink, Dawn noticed that everyone was warming up with hot chocolate. She went to buy one for herself. This is an example of how ________ can affect buying behavior.

surroundings

Extensive problem solving would likely be used to purchase a product ______.

that is completely new

The level of confidence consumers have in a brand is known as _____.

trust

What are the two main reasons for the increase in population within ethnic groups in the United States? (Check all that apply.)

Higher birthrates Immigration

Kara needs more toothpaste and knows she can buy some at the grocery store, the discount store, or the health and beauty store. Which stage of consumer problem solving is Kara using?

Identify alternatives

Darren's company uses predictive analytics and finds that most tennis players replace the strings in their racquet every six months. They make sure to keep string in stock so customers will find it on the shelf when they shop. What was the purpose of the predictive analysis in this situation?

Needs awareness

Which of the following are aspects of a culture?

Shared beliefs Homogeneous set of people Shared attitudes

________ _________ can amplify the voices of opinion leaders.

Social media

Which of the following are examples of how the purchase situation influences buying?

Terry bids on a painting at a charity auction. Bob buys a Mother's Day gift. Anne has only a few minutes between classes to buy lunch.

Spectacular Salad is a small company that sells ready-to-eat salads. Its first marketing campaign promised that spectacular salads were "more delicious than candy" and that consumers would want to eat them all the time. Most consumers did not find truth in these claims. Which of the following best explains Spectacular Salad's mistake?

The company made the mistake of overpromising.