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
