MKTG Ch.7

The terms of sale (price, delivery, credit arrangements) are negotiated during the evaluation of alternatives stage of the consumer decision-making process. a. True b. False

b. False

There is strong research evidence that personality characteristics are major determinants of purchasing power. a. True b. False

b. False

When buying frequently purchased, low-cost items, a consumer uses extensive decision making. a. True b. False

b. False

Patronage motives influence where one purchases products on a regular basis. a. True b. False

a. True

The choice of a seller may actually affect the final product selection during the purchase stage of the consumer buying decision process. a. True b. False

a. True

When a buyer receives information that is inconsistent with his or her beliefs, the buyer may distort the information to bring it more in line with those beliefs. a. True b. False

a. True

When a product is a conspicuous one, reference-group influence is more likely to affect the brand decision. a. True b. False

a. True

When evaluating the alternatives, the buyer rates and eventually ranks the brands in the consideration set. a. True b. False

a. True

Social surroundings during the purchase decision do not include the presence of a salesperson. a. True b. False

b. False

Which one of the following is most likely to be a product for which both the purchasing decision and the brand decision are strongly influenced by reference groups? a. Canned peaches b. Instant coffee c. Jeans d. Furniture e. Soap

c. Jeans

. Maslow's hierarchy of needs is an explanation of how motives operate. a. True b. False

a. True

A consumer may receive a marketer's information and perceive it differently from the way the marketer intended. a. True b. False

a. True

A major part of perception involves information processing. a. True b. False

a. True

A marketer's use of framing can make a product characteristic seem more important to a consumer and can facilitate its recall from memory. a. True b. False

a. True

A person receives information inputs through the senses. a. True b. False

a. True

A reference group acts as a point of comparison and as a source of information for an individual. a. True b. False

a. True

A role consists of a set of actions and activities that a person in a particular position is expected to perform. a. True b. False

a. True

Ads for beauty products often suggest that purchasing these products will bring love, helping to fulfill one's social needs. a. True b. False

a. True

Although marketers may attempt to influence what a consumer learns, their attempts are seldom fully successful. a. True b. False

a. True

An attitude consists of one's evaluation feelings and behavioral tendencies toward an object or idea. a. True b. False

a. True

An attitude scale is useful in helping to measure the intensity of feelings toward an object. a. True b. False

a. True

An electronics store puts a large screen TV, wired for surround sound, in a quiet corner of the store with couches and a rug, and plays a recently released movie. These actions give the display the look of a family room or den. The store is using the physical surroundings as a way to influence purchase decisions. a. True b. False

a. True

Buying behavior refers to the decision processes and actions of people involved in buying and using products. a. True b. False

a. True

By giving out free samples, marketers help customers learn about their products by helping them gain experience with them which makes customers feel more comfortable. a. True b. False

a. True

Consumer socialization is the process through which a person acquires the knowledge and skills to function as a consumer. a. True b. False

a. True

Expecting ethical business behavior reflects our culture. a. True b. False

a. True

High involvement products tend to be those that are expensive and visible to others. a. True b. False

a. True

Limited decision making is used when purchasing frequently bought, low-cost items needing very little decision effort. a. True b. False

b. False

Marketers can control the perception of potential buyers. a. True b. False

b. False

Motives always operate at a conscious level. a. True b. False

b. False

Motives include knowledge and positive or negative feelings about an object. a. True b. False

b. False

Once initiated, the consumer buying decision process always leads to a purchase. a. True b. False

b. False

Situational influences can be classified into five different categories including physical surroundings, social surroundings, personality, purchase reason, and time perspective. a. True b. False

b. False

Situational influences generally have the greatest influence during the initial stage of the consumer buying decision process. a. True b. False

b. False

Situational influences would likely not affect a high school senior searching for a college or university to attend. a. True b. False

b. False

Just as attitudes are learned, they can be changed. a. True b. False

a. True

Problem recognition speed can vary from quite rapid to very slow. a. True b. False

a. True

The development of a person's self-concept is a function of a. learning. b. psychological and social factors. c. reference groups and opinion leaders. d. roles and family influences. e. subcultures.

b. psychological and social factors.

Carla is a prosecuting attorney for the city of Cleveland. She is also vice president for the local parent/teacher organization and a coach for her daughter's soccer team. The actions and activities associated with each of these positions constitute Carla's a. personality. b. role. c. motives. d. beliefs. e. lifestyle.

b. role.

Beth Hines is buying furniture for her apartment for the first time. She is spending considerable time and effort comparing the products that different stores offer. Which type of decision-making process is she using? a. Selective b. Intensive c. Extended d. Shopping e. Routinized

c. Extended

A major determining factor in deciding which type of decision-making process should be used depends on the individual's intensity of interest in a product and the importance of the product for that person. This is known as an individual's a. motivational structure. b. routinized response behavior. c. level of involvement. d. cognitive dissonance. e. evaluative criteria.

c. level of involvement.

What consumer research method is a means of measuring consumer attitudes by gauging the intensity of individuals' reactions to adjectives, phrases, or sentences about an object? a. Projective specification b. Patronage clarification c. Group interview d. Attitude scale e. Depth interview

d. Attitude scale

During which stage of the consumer buying decision process does a consumer decide from which seller he or she will buy the product? a. Evaluation of alternatives b. Information search c. Source selection d. Purchase e. Problem recognition

d. Purchase

Which of the following buying situations is most consistent with routinized response behavior? a. Ian buying his first pair of basketball shoes b. Molly buying a new set of tires for her car c. Aaron buying a new fishing rod and reel d. Stephanie buying bottled water e. Bryan buying a new software program

d. Stephanie buying bottled water

Claire is a market research analyst for a global consulting firm. She will be traveling to London next month to present her research to a meeting of company executives from around the world. This presentation could be instrumental in the company's decision of whether she should be promoted at the end of this year. Claire has been thinking about the trip, which will be the first time she has been out of the country. She has decided to retire the old college luggage for a more professional-looking version and has begun to evaluate various brands. Claire is most likely facing _____ for this particular purchase. a. enduring involvement. b. perceptual involvement. c. internal retention. d. situational involvement. e. selective retention.

d. situational involvement.

As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense organs. Brianna is experiencing the process of a. exposure. b. motivation. c. learning. d. attitude formation. e. perception.

e. perception.

Claire is beginning to wonder if she has made the right decision about purchasing a new HP Laptop after she sees a friend with a new Dell. Claire's doubt whether she made the right decision occurs during the ___________ of the buying decision process. a. cognitive dissonance phase. b. purchase phase. c. evaluation of alternatives phase. d. information search phase. e. postpurchase evaluation phase.

e. postpurchase evaluation phase.

Information inputs that reach perceptual awareness are received in an organized form. a. True b. False

b. False

Purchasers who purchase products for personal or household use and not for business purposes are called the a. ultimate consumers. b. end-use consumption group. c. business market. d. household purchasing group. e. organizational market.

a. ultimate consumers.

Changes in culture do not affect product development. a. True b. False

b. False

Consumers' buying decisions are not affected by other people. a. True b. False

b. False

Which of the following statements regarding social class is true? a. A social class is a closed aggregate of people with similar social ranking. b. The criteria used to group people into social classes do not vary from one culture to another. c. A social class is an open aggregate of people with similar social ranking. d. A social class is a ranking of people by other members of society into positions of social respect. e. A social class is an open aggregate of people with different social rankings.

c. A social class is an open aggregate of people with similar social ranking.

Jon's colleagues at work want to take a skiing trip. Jon grew up in Colorado and learned to ski as a young child so the group consults him about the best slopes and ski gear needed for the trip. Jon's role is that of an opinion leader. a. True b. False

a. True

Jose and Teresa are searching for an apartment. They will most likely engage in which one of the following forms of decision making? a. Extended decision making b. Limited decision making c. Impulse buying d. Routinized response behavior e. Intensive response behavior

a. Extended decision making

. Consumers' purchasing decisions and brand decisions may be influenced strongly by reference groups. a. True b. False

a. True

Marketers who attempt to use reference-group influence in advertisements are most likely to succeed when messages indicate that a. people in a specific group buy the product and are highly satisfied by it. b. reference groups should be of little concern to the consumer. c. reference groups are "in" and everyone should belong to at least one. d. all products and brands are influenced by reference groups. e. people in a specific group have tried the product and dislike it.

a. people in a specific group buy the product and are highly satisfied by it.

The primary psychological influences on consumer behavior are: a. perception, motives, learning, attitudes, personality, and lifestyles. b. attitudes, perception, retention, exposure, roles, and lifestyles. c. attitudes, perception, social class, culture, and learning. d. perception, motives, reference groups, social class, and personality. e. lifestyles, personality, perception, motives, attitudes, and culture.

a. perception, motives, learning, attitudes, personality, and lifestyles.

Dave is an owner and manager of three apartment buildings in northern Minnesota. During an exceptionally hot summer the temperatures soared and the toll on the window air conditioners was too much. Seventeen of them have broken down already, and more are probably going to have to be replaced. He has a total of seventy-five apartment units. Dave is now in the process of deciding how to repair the air conditioning. Should he buy new window units for all the buildings, or should he install central air conditioning? What type of decision is Dave facing? a. situational involvement and extended decision making b. situational involvement and limited decision making c. enduring involvement and extended decision making d. enduring involvement and limited decision making e. external involvement and limited decision making

a. situational involvement and extended decision making

In the consumer buying decision process, the information search stage a. yields a group of brands that a buyer views as possible alternatives. b. involves a buyer becoming aware of the need for a product. c. is not necessary when the buyer is involved in extensive decision making. d. occurs immediately after evaluation of alternatives. e. is lengthy for routine response buying behavior.

a. yields a group of brands that a buyer views as possible alternatives.

Credit card companies maintain staffs of professionals whose primary responsibility is to monitor the activity on cardholders' accounts to spot potential fraudulent purchases or stolen cards. These staffs are employed to prevent which of the following: a. Consumer purchase complaints b. Consumer misbehavior c. Consumer misinformation d. Consumer purchase remorse e. Consumer purchase excess

b. Consumer misbehavior

. If a person's interest in the product category is ongoing and long term, it is referred to as situational involvement. a. True b. False

b. False

. In Maslow's hierarchy of needs, the most fundamental need is safety. a. True b. False

b. False

A buyer's actions at any point in time are affected by one major motive. a. True b. False

b. False

A consumer belongs to only one subculture. a. True b. False

b. False

A person's self-concept may affect whether the person buys a product in a particular product category, but it has little impact on brand selection. a. True b. False

b. False

A social class is a closed aggregate of individuals with similar social ranking. a. True b. False

b. False

An information input is less likely to reach perceptual awareness if it is related to an event that the person is anticipating. a. True b. False

b. False

An information search, once completed, should identify for the buyer the one brand that he or she views as the best alternative. a. True b. False

b. False

An opinion leader provides information and is viewed as an authority on many spheres of interest for reference-group participants. a. True b. False

b. False

Asian Americans are the fastest growing and most affluent U.S. subculture, but with respect to buying behavior, Asians are generally not willing to pay more for distinct, well-known brands. a. True b. False

b. False

Kellogg's is introducing a new bran waffle for toasters. Television commercials will be a key element in communicating the benefits associated with this product. Based on that decision, Kellogg's is expecting consumers to engage in what form of decision making? a. Routinized response behavior b. Limited decision making c. Extended decision making d. Impulse buying e. Extensive response behavior

b. Limited decision making

Which of the following consumer decision-making processes will probably be used in purchasing toothpaste? a. Extended decision making b. Routinized response behavior c. Intensive decision making d. Limited decision making e. Perceptual scanning

b. Routinized response behavior

Jessie is out with a group of friends this evening for dinner at a local restaurant and then a movie. While the service at the restaurant was slow, and the food just ok, Jessie still had a great time and left with a positive opinion of the restaurant experience. Jessie's experience was likely influenced by ____. a. Physical surroundings b. Social surroundings c. Purchase reasons d. Buyer's momentary mood and condition e. Pressures created by time factors

b. Social surroundings

Which of the following is the fastest growing, most affluent subculture in the United States? a. African Americans b. Hispanics c. Asian Americans d. Native Americans e. Italian Americans

c. Asian Americans

High school seniors who are trying to decide which college to attend; and newlyweds looking to buy their first home exhibit the same behavior with respect to their level of involvement in their buying process. Which of the following best describes this common buying behavior? a. Impulse buying behavior b. Reasoned purchasing behavior c. Extended problem solving behavior d. Routinized response behavior e. Rationalized response behavior

c. Extended problem solving behavior

The U.S. Army recruits soldiers based on the slogan, "Army Strong," implying that people can reach their full personal potential in the U.S. Army. This is an appeal to what need according to Maslow's hierarchy of needs? a. Safety b. Esteem c. Self-actualization d. Physiological e. Social

c. Self-actualization

According to Maslow's hierarchy of needs, human beings have five levels of needs they are constantly seeking to satisfy. The need for love and affection is an example of one of humans' _________________ needs. a. Emotional b. Safety c. Social d. Familial e. Self-actualization

c. Social

When shopping for detergent, Josh looks at Tide, Fresh Start, Surf, and All and chooses the one that is on sale. These four brands make up his ____ set. a. alternate b. purchase c. consideration d. problem e. imposed

c. consideration

A culture can be divided into subcultures according to a. personality characteristics of individuals in that culture. b. motives that members of that cultural group have for their behavior. c. geographic regions or human characteristics, such as age or ethnic background. d. income levels. e. information to which consumers allow themselves to be exposed.

c. geographic regions or human characteristics, such as age or ethnic background.

In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These sensations are called a. selective inputs. b. olfactory receptors. c. information inputs. d. perceptual motives. e. psychological influences.

c. information inputs.

There are a number of situational influences that impact the consumer's buying decision process. Which of the following is one of those influences? a. Price influences b. Brand influences c. Marketers' information influences d. Consumer's mood influences e. Distribution influences

d. Consumer's mood influences

Which of the following products would probably require extended decision making before a purchase? a. Products purchased frequently b. Products to be purchased in the future c. Products that are purchased routinely d. Expensive products e. Products purchased as a result of social influences

d. Expensive products

. Having used both Secret and Sure deodorants, Annette feels that Secret is a good product and the one that best meets her needs. She has formed a(n) ____ about Secret. a. motive b. consideration set c. cognition d. attitude e. self-concept

d. attitude

Which of the following is an example of consumer misbehavior? a. Giving a product a poor rating b. Filing a consumer complaint c. Failing to complete a customer survey form d. Returning purchases e. Shoplifting

e. Shoplifting

A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a separate phone line. The buyer has expressed his or her a. framing characteristics. b. service characteristics. c. consideration set. d. evaluative criteria. e. information search criteria.

d. evaluative criteria.

All of the following are marketer-dominated sources of information except a. salespeople. b. advertising. c. packaging. d. friends. e. displays.

d. friends.

The three major categories of influences on the consumer buying decision process are: a. situational influences, demographic influences, and psychological influences. b. social influences, situational influences, and marketer-dominated influences. c. demographic influences, situational influences, and marketer-dominated influences. d. situational influences, social influences, and psychological influences. e. marketer-dominated influences, psychological influences, and person-specific influences.

d. situational influences, social influences, and psychological influences.

Our society uses many factors, including occupation, educational level, income, wealth, religion, race, ethnic group, and possessions, to group people into a. family types. b. geographic regions. c. reference groups. d. social classes. e. attitudinal segments.

d. social classes.

Family influences are not directly related to purchasing decisions. a. True b. False

b. False

. For which of the following products would a consumer most likely use limited decision making? a. Detergent b. Toothpaste c. Automobile d. Hair dryer e. Washing machine

d. Hair dryer

There are situational influences that cannot be controlled. a. True b. False

a. True

Assignment of meaning to organized information inputs is called a. motivation. b. redefinition. c. learning. d. interpretation. e. selection.

d. interpretation.

. A group of brands that a consumer views as alternatives for possible purchase is called a(n) a. evoked set. b. awareness set. c. inert set. d. evaluative group. e. evaluation criteria.

a. evoked set.

Marketers must consider the different nationalities represented within the Hispanic and Asian-American subcultures because of the unique culture, history, and buying patterns of each ethnic group. a. True b. False

a. True

Not all the behavioral patterns and values attributed to specific subcultures apply to every member of that specific subculture. a. True b. False

a. True

One's personality is a set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations. a. True b. False

a. True

Perception is a process in which an individual selects, organizes, and interprets information received through the sense organs. a. True b. False

a. True

Product availability plays a major role in the purchase stage. If the highest-ranked product is unavailable, the consumer will most likely purchase the brand ranked second. a. True b. False

a. True

Psychological influences operate within individuals to determine, in part, their behavior as consumers. a. True b. False

a. True

Social classes are referred to as open aggregates of individuals because people can move into and out of them. a. True b. False

a. True

The phenomenon of selective exposure is associated with perception. a. True b. False

a. True

The time that a buyer has to make a purchase decision is a situational influence. a. True b. False

a. True

The values, knowledge, beliefs, customs, objects, and concepts of a society affect how people make purchasing decisions. a. True b. False

a. True

The values, needs, interests, shopping patterns, and buying habits of various subcultures must be considered if a business wants to succeed. a. True b. False

a. True

Time dimensions on the buying decision include how long it may take to become knowledgeable about a product. a. True b. False

a. True

Children often achieve ____ by observing parents and older siblings in purchase situations and then through their own purchase experiences. a. consumer socialization b. personality c. role identification d. social class e. attitude formation

a. consumer socialization

Stuart's little brother Kyle joined the boy scouts recently. Stuart notices that in addition to wearing the boy scout uniform, Kyle has been better about keeping his everyday clothes neat and clean, has been searching online for camping gear, and has become interested in "green" products. Stuart believes that the boy scouts are now a reference group for Kyle because he a. has taken on many of the values, attitudes, or behaviors of group members. b. became a formal member of the group. c. became familiar with the group's activities. d. looked for information from members of the group regarding buying decisions. e. cannot control his involvement with the group.

a. has taken on many of the values, attitudes, or behaviors of group members.

After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual a. organization. b. attention. c. retention. d. interpretation. e. redefinition.

a. organization.

The results of many studies have been inconclusive regarding the association between buyer behavior and a. personality. b. perception. c. motives. d. social class. e. learning.

a. personality

Jana now feels that her teeth are not white enough after seeing advertisements for whitening toothpaste. Marketers promote these brands based on ____ needs, appealing to sex appeal. a. physiological b. esteem c. self-actualization d. psychological e. social

a. physiological

Stefanie is shopping for groceries at her local supermarket. As she picks up laundry detergent, she sees the display of bathroom cleaners and remembers that she is about to run out of it at home. Stefanie tries to remember the specific brand that she used last time, because she thought that was the best in terms of performance and value. In terms of the consumer buying decision process, Stefanie's remembering that she was almost out of bathroom cleaner is the ____ phase of the buying decision process, where trying to remember what brand she last used was an example of the _____ phase. a. problem recognition; internal information search. b. problem recognition; evaluation of alternatives. c. information search; postpurchase evaluation. d. information search; evaluation of alternatives e. problem recognition; postpurchase evaluation.

a. problem recognition; internal information search.

Stacy is going to the store to buy milk and cereal. She will most likely use ____ in her consumer decision-making process. a. routinized response behavior b. limited decision making c. extended decision making d. perceptual scanning e. evaluation of alternatives

a. routinized response behavior

While shopping at a local grocery store, Taylor sees a display of his favorite brand of energy drink. He buys some to take home for the weekend. This purchase process would be described as a. routinized response behavior. b. extended decision making. c. limited decision making. d. situational perception. e. enduring involvement.

a. routinized response behavior.

Referring to Coleman's major social class categories, the social class in our society that favors prestigious schooling, neighborhoods, and brands is the a. upper class. b. middle class. c. upper-lower class. d. working class. e. lower class.

a. upper class.

Income is the key factor in determining a person's social class. a. True b. False

b. False

Learning associated with purchase behavior is not particularly affected by reinforcement. a. True b. False

b. False

The actual act of purchase is the second stage of the consumer buying decision process. a. True b. False

b. False

The criteria used to group people into classes are basically the same in all societies. a. True b. False

b. False

The evaluative criteria are objective but not subjective product characteristics that are important to a specific buyer when purchasing a product. a. True b. False

b. False

Abercrombie & Fitch is developing a program to get to know its customers. Which of the following is not a reason why A&F needs to understand consumer buying behavior? a. customer's reactions to marketing strategy can impact the firm's success b. all customers are the same when it comes to buying behavior c. a firm should create a marketing mix that satisfies customers d. it helps the marketer predict how consumers will respond to marketing strategies e. the marketing concept stresses that a firm should know its customers

b. all customers are the same when it comes to buying behavior

. Mario and his friend have been talking about their love of Bose headphones and speakers. Mario's friend mentions a consumer report that he read the week before that stated Bose products had higher prices but lower quality than in previous years. Mario thought to himself that perhaps his friend had misread the report, because Bose had always been the best. This perceptual process is known as selective a. exposure. b. distortion. c. retention. d. information. e. organization.

b. distortion.

A salesperson at Best Buy tells Donovan that the Sony Notebook is one of the most reliable computer notebooks ever made. Donovan, however, has just heard about a second Sony recall for this model because of overheating. If Donovan engages in selective distortion, his most likely response will be to a. buy the Sony. b. forget the information from the salesperson. c. ignore the recall as a fluke. d. focus on positive aspects of the Sony. e. cease shopping for a computer notebook at this time.

b. forget the information from the salesperson.

Shane spends most of his free time participating in extreme sports and traveling to exotic locations with a group of close friends who share his interests and opinions about most things. This is a description of Shane's a. self-concept. b. lifestyle. c. personality. d. attitudes. e. role.

b. lifestyle.

When a new variety of Kashi whole-grain breakfast cereals is first introduced, consumers will most likely engage in ____ when deciding whether or not to purchase this new product. a. extended decision making b. limited decision making c. situational solving behavior d. routinized response behavior e. automatic processing behavior

b. limited decision making

Cole's smart phone is two years old and he would like to have a new one. This time, he wants to make sure that it has a longer battery charge and better geographic coverage since he is traveling three days a week for his new job. Cole is most likely to use _____ for this purchase. a. routinized response behavior. b. limited decision making behavior. c. extended response behavior. d. intensive decision making behavior. e. extended decision making behavior.

b. limited decision making behavior.

Evaluative criteria for brands within the consideration set are both a. selective and expansive. b. objective and subjective. c. internal and external. d. extended and routinized. e. perceptive and selective.

b. objective and subjective.

Psychological influences that determine where a person purchases products on a regular basis are called a. convenience responses. b. patronage motives. c. shopping motives. d. pattern responses. e. routine decisions.

b. patronage motives.

The five major stages of the consumer buying decision process, in order, are a. information search, establishment of product criteria, evaluation of alternatives, purchase, and postpurchase evaluation b. problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation. c. problem recognition, information search, evaluation of alternatives, postpurchase evaluation and purchase. d. information search, evaluation of alternatives, purchase, trial adoption period, and postpurchase evaluation. e. problem recognition, purchase, evaluation of alternatives, postpurchase evaluation, and rebuy.

b. problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation.

Shortly after moving into their new home, Mark and Katherine Gould purchase and install smoke detectors and an alarm system. The Goulds are concerned about fulfilling their need for a. survival. b. safety. c. self-actualization. d. esteem. e. belonging.

b. safety.

When Julia goes to the first class of her Operations Management course, she finds out that in addition to the textbook she already purchased, she also needs a copy of the book The Goal. At which stage of the consumer buying decision process is Julia? a. Purchase b. Evaluation of alternatives c. Problem recognition d. Information search e. Prepurchase evaluation

c. Problem recognition

Justin is purchasing his third car in the past five years. He has been a car enthusiast ever since he was a young boy. Justin likes to spend his free time looking at car magazines, going to car shows, and watching NASCAR. Justin's interest in cars is referred to as a. situational involvement. b. dynamic involvement. c. enduring involvement. d. dynamic buying behavior. e. situational buying behavior.

c. enduring involvement.

Jeff needs to buy his textbooks for the coming semester of college. It is only two weeks before the first day of class, and he still has not made a purchase. Jeff wants to buy them somewhere other than the bookstore since he is still living at his parents' home and won't be on campus until the day before class. Jeff goes online and looks for sites that sell the textbook. Then he remembers that one of his friends had said something earlier about finding the book for a great price. Jeff then calls his friend to get the name of the site. In terms of Jeff's buying decision process, his going online to look for sites was part of _______, and his calling a friend was ______. a. problem recognition; external search. b. information search; internal informational search. c. external information search; also external information search d. internal information search; external information search. e. external information search; internal information search.

c. external information search; also external information search

When Trevor realizes his liquor cabinet supply was devastated by last weekend's party, he first retrieves information from his memory about what types of liquor he and his friends like most and then asks the attractive clerk at the liquor store what she would recommend. Trevor started with a(n) ____ search and then progressed to a(n) ____ search. a. consideration; evaluative b. focused; broad c. internal; external d. routinized; extended e. self; inclusive

c. internal; external

Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not. This is known as selective a. exposure. b. distortion. c. retention. d. information. e. organization.

c. retention.

People's needs to grow, develop, and achieve their full potential are referred to by Maslow as ____ needs. a. ego b. esteem c. self-actualization d. social e. safety

c. self-actualization

Mark is shopping for a new suit to wear to an important interview. He really wants to impress his prospective employer and is shopping at many stores to find the right outfit. Martin is using which type of consumer decision-making process? a. Routinized response behavior b. Habitual response c. Information search d. Extended decision making e. Intensive decision making

d. Extended decision making

The consumer buying decision process involves _______ stages. The first stage is ____________, and the last stage is _____________. a. Five; Evaluation of alternatives; Post-purchase evaluation b. Five; Information search; Purchase c. Six; Problem recognition; Purchase d. Five; Problem recognition; Post-purchase evaluation e. Six; Evaluation of alternatives; Purchase

d. Five; Problem recognition; Post-purchase evaluation

Within the information search step of the consumer buying decision process, what two primary aspects exist? a. Consideration sets and evoked sets b. Personal information and non-personal information c. Selective retention and selective distortion d. Internal search and external search e. Company-produced information and internal information

d. Internal search and external search

After doing considerable shopping, Eric has just decided what brand and type of athletic shoes to buy and where he's going to buy them. In what stage of the consumer buying decision process is Eric? a. Problem recognition b. Information search c. Evaluation of alternatives d. Purchase e. Postpurchase evaluation

d. Purchase

Shaun is going shopping with his dad to buy his first baseball glove for Little League. He listens to his dad talk to the salesperson at the sporting goods store, watches him examine the stitching in the glove and then rub his finger over the leather palm. Shaun's observations are part of his a. consumer development. b. attitude development. c. purchasing evaluation. d. consumer socialization. e. consumer attitude.

d. consumer socialization.

Evan has just been hired as a product manager for a major technology firm. Currently, he is making purchases for his new apartment and upcoming job. His purchase of _____ would most likely be done through extended decision making, while his purchase of ____ would be purchased through limited decision making behavior. a. a new suit; a sofa b. a toaster; bed sheets c. coffee maker; flat screen TV d. flat screen TV; bath towels e. coffee maker; groceries

d. flat screen TV; bath towels

An attitude scale measures the a. strength of a buyer's need for a product. b. buyer's level of information about a product. c. amount of experience the buyer has had with the product. d. intensity of a buyer's feelings toward a certain object. e. intensity of a buyer's desire for the product.

d. intensity of a buyer's feelings toward a certain object.

Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least basic to survival. These needs, in order from most to least basic to survival are a. psychological, physiological, safety, social, and esteem. b. physiological, safety, esteem, social, and self-actualization. c. physiological, psychological, safety, social, and esteem. d. physiological, safety, social, and esteem, self-actualization. e. physiological, esteem, safety, self-actualization, and psychological.

d. physiological, safety, social, and esteem, self-actualization.

Grant Turner makes an appointment to visit with a new dermatologist in town because of a recent bad sunburn. When he arrives at the dermatologist's office, Grant notices a foul odor in the air, worn floor coverings, cluttered rooms that have paint peeling from the walls, and poor lighting. However, the other patients in the waiting room were talking about how much they liked the doctor. While Grant viewed the dermatologist as competent, Grant decided not to visit him again even though the dermatologist recommended a follow-up. Which situational influences are most likely to have affected Grant's decision? a. Social surroundings b. Momentary mood c. Antecedent states d. Purchase reasons e. Physical surroundings

e. Physical surroundings

Psychological influences are internal factors that impact a consumer's buying decision process. More specifically, ___________ is one type of psychological influence wherein the consumer has a tendency to twist or change information received to fit their own personal feelings or beliefs. a. Perceptive dissonance b. Selective retention c. Creative distortion d. Distorted reality e. Selective distortion

e. Selective distortion

After purchasing a product, postpurchase evaluation may result in cognitive dissonance. Cognitive dissonance is a. the congruence between external and internal searches for product information. b. a function of the manner in which the manufacturer of the product describes its attributes. c. dissatisfaction with the purchase. d. the establishment of criteria for comparing products. e. doubts that occur because the buyer questions whether the decision to purchase the product was right.

e. doubts that occur because the buyer questions whether the decision to purchase the product was right.

The forces that other people exert on one's buying behavior are called social influences. These come from reference groups and opinion leaders, social classes, culture and subcultures, roles, and a. ethnic heritage. b. personality. c. attitudes. d. perception. e. family.

e. family.

An opinion leader is likely to be most effective under all of the following conditions except when the a. follower has high product involvement. b. follower has low product knowledge. c. follower has values and attitudes similar to the opinion leader. d. product details are numerous and complicated. e. follower has attitudes and values that are different from those of the opinion leader.

e. follower has attitudes and values that are different from those of the opinion leader.

An attitude is a. an internal trait that makes a person unique. b. a set of actions that a person in a particular position is supposed to perform. c. a competence in performing activities. d. a person's behavior caused by information and experience. e. one's evaluation, feelings, and behavioral tendencies toward an object or idea.

e. one's evaluation, feelings, and behavioral tendencies toward an object or idea.

Luis likes shopping at Stein Mart, a discount department store, because he likes the prices, products, and services the store provides. His selection of this store as a regular stop when shopping is influenced by ____ motives. a. self-concept b. self-image c. projective d. depth e. patronage

e. patronage

. Motives can affect the direction and intensity of behavior. a. True b. False

a. True

. Extended problem solving is used when unfamiliar, expensive, or infrequently purchased products are bought. a. True b. False

a. True

. Involvement that is temporary and results from a specific set of circumstances is called situational involvement. a. True b. False

a. True

If an information input is useful in satisfying a person's current needs, it is more likely to reach perceptual awareness. a. True b. False

a. True

Involvement level is one factor that affects a consumer's selection of a type of decision-making process. a. True b. False

a. True

Marketers may try to change consumers' attitudes toward a product if they feel that a significant number of consumers have strong negative attitudes toward it. a. True b. False

a. True

Some of the criteria used in the evaluation of alternatives stage of the consumer buying decision process are also used during the postpurchase evaluation stage. a. True b. False

a. True

Salina is shopping for low-calorie frozen dinners to take to work for lunch. Salina has always been mindful of the total calories and the number of fat grams in these dinners. However, after reading an article about the high sodium counts in frozen meals and the maximum grams of sodium a woman should eat daily, she now pays attention to the sodium as well. The changes in Salina's thought processes and behavior caused by this information is called a. learning. b. attitude formation. c. patronage motives. d. personality. e. motivation.

a. learning.

Tori went to Sam's Wholesale Club to shop for a party she was hosting on the weekend. She knew that she could buy larger quantities of food items than she normally did, and they would also be much less expensive. She checked everything off her list and proceeded to the checkout lines. Passing a display of fresh flowers, she thought "Wouldn't those be nice for the party?" She selected one of the bouquets and placed it in her cart. Tori has most likely engaged in ______ when selecting the food for her party, and ____ when selecting the flowers. a. limited decision making; impulse buying. b. routinized decision making; impulse buying. c. extended decision making; compulsive response behavior. d. limited decision making; cognitive dissonance. e. routinized decision making; compulsive response behavior.

a. limited decision making; impulse buying.

The three most widely recognized types of consumer decision making are: a. limited problem solving, extended problem solving, and routinized response behavior. b. extended problem solving, enduring problem solving, and situational decision making. c. planned problem solving, impulse buying, and limited decision making. d. internal problem solving, external problem solving, situational behavior. e. responsive behavior, planned behavior, and impulsive decision making.

a. limited problem solving, extended problem solving, and routinized response behavior.

Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called a. motives. b. lifestyles. c. perceptions. d. attitudes. e. traits.

a. motives.

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is a. the importance and intensity of interest in a product in a particular situation. b. the buyer's perception, motives, and abilities. c. the amount of external search that an individual puts into the decision-making process. d. the particular circumstance or environment in which consumers find themselves. e. a combination of an individual's demographic factors.

a. the importance and intensity of interest in a product in a particular situation.

At a single point in time, a person's motives are all of equal strength. a. True b. False

b. False

Dissatisfaction may occur shortly after a purchase; this is called cognitive dissatisfaction. a. True b. False

b. False

During the evaluation of alternatives stage of the consumer buying decision process, the buyer selects the seller from whom he or she will purchase the product. a. True b. False

b. False

Jennifer is interested in joining Kappa Lambda Iota sorority. She begins to shop at Sarah's, a local store where the Kappas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Jennifer is influenced by a. personality. b. a reference group. c. a consideration set. d. a knowledge base. e. a role conflict.

b. a reference group.

Selective exposure refers to a. targeting only certain parts of the total market. b. admitting only certain inputs into consciousness. c. the circumstances or conditions that exist when a consumer is making a purchase decision. d. the process of selecting, organizing, and interpreting information inputs to produce meaning. e. remembering inputs that support personal feelings and beliefs and forgetting those that do not.

b. admitting only certain inputs into consciousness.

Problem recognition occurs when a consumer a. searches for information to resolve a problem. b. becomes aware that there is a difference between a desired state and an actual condition. c. recognizes a need and evaluates for information to resolve a problem. d. evaluates her or his purchase. e. is exposed to a television advertisement desired state and an actual condition.

b. becomes aware that there is a difference between a desired state and an actual condition.

Routinized response behavior is what a consumer does when a. purchasing an unfamiliar product. b. buying frequently purchased, low-cost items that need little effort. c. an information search is extensive and may involve consulting with friends and family. d. buying products that require a moderate amount of time for information gathering and deliberation. e. he or she enters the problem recognition stage of the consumer buying decision process.

b. buying frequently purchased, low-cost items that need little effort.

After purchasing a new Lexus, Brandon sees an Infinity pass by on the street and begins to wonder if he made the right choice. Brandon is experiencing a. problem recognition. b. cognitive dissonance. c. internal search. d. alternative evaluation. e. framing.

b. cognitive dissonance.

In shopping for a new laptop computer for her master's degree program, Jocelyn has narrowed the alternatives to four brands. She is considering Dell, Toshiba, Sony, and Hewlett-Packard. These four brands make up Jocelyn's a. awareness set. b. consideration set. c. framing set. d. external search. e. inert set.

b. consideration set.

Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter, she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of a. limited decision making. b. impulse buying. c. routinized response behavior. d. addictive consumption. e. situational involvement.

b. impulse buying.

The _____, of Coleman's social class categories, includes approximately 32 percent of the population, shops for best bargains, and buys sports and enjoys leisure activities like local travel and recreational parks. a. upper class. b. middle class. c. first class. d. working class. e. lower class.

d. working class.

Extended decision making is the type of consumer decision-making process that a. involves no conscious planning but rather a powerful and persistent urge to buy something. b. is the most complex decision making behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products. c. requires a moderate amount of time for information gathering and search. d. is the creation and maintenance of a collection of products that satisfy a person's needs and wants. e. requires very little search-and-decision effort and is practiced when buying low-cost and frequently purchased products.

b. is the most complex decision making behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.

Antonio is in the market for a new car. He believes that lately there have been more car ads than usual on TV. The need Antonio has is most likely driving which of the following phenomena? a. perception. b. selective exposure. c. selective distortion. d. cognitive dissonance. e. selective retention.

b. selective exposure.

An open aggregate of people with similar social ranking is referred to as a a. reference group. b. social class. c. role. d. caste. e. subculture.

b. social class.

A consumer's buying decisions are affected in part by the people around him or her. Such people and the forces they exert on an individual buyer are called a. motivational influences. b. social influences. c. roles. d. personality influences. e. cultural influences.

b. social influences.

Which American subculture spends the highest proportion of its income on phone services, children's clothing, and shoes? a. Native Americans b. Hispanics c. African Americans d. Asian Americans e. Americans over 65 years of age

c. African Americans

According to Coleman's major social class categories, which of the following social classes in our culture has these characteristics: lives in well-kept neighborhoods, generally price sensitive, and is often very involved in children's school and sports activities? a. Lower class b. Upper class c. Middle class d. Working class

c. Middle class

Changing people's attitudes toward a firm and its marketing program is a. simple when advertisements are used. b. impossible, even if the firm uses advertisements. c. a long, expensive, and difficult task that may require extensive advertising campaigns. d. unnecessary, since consumer attitudes are of little importance. e. rarely attempted through the use of marketing practice.

c. a long, expensive, and difficult task that may require extensive advertising campaigns.

The three major types of reference groups are: a. membership, aspirational, and advocacy. b. advocacy, avoidance, and approach. c. aspirational, disassociative, and membership. d. actual, implied, and desired. e. family, peer group, and media.

c. aspirational, disassociative, and membership.

Chloe and Max are searching for a health club to join. This purchase will likely be affected by ____ involvement. a. low b. internal c. enduring d. evoked e. perceived

c. enduring

Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do some comparison shopping before making a purchase decision. Jenny is engaging in a. routinized response behavior. b. extended decision making. c. limited decision making. d. impulse buying. e. intensive decision making.

c. limited decision making.

Melanie prefers to shop at Target for most of her household needs even though the same products and brands are available at Kmart. She prefers the service, location, and friendliness of the employees at Target. Melanie's reasons that influence her decision to shop at Target are called a. social needs. b. learning processes. c. patronage motives. d. product attitudes. e. retailer attitudes.

c. patronage motives.

Market researchers for a local bakery determined that Jewish people consume 63 percent of the portion of bagels sold in New York City. This is an example of ____ influence on consumer buying decision processes. a. demographic b. situational c. subcultural d. role e. social class

c. subcultural

When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This principle is called a. interpretation. b. completion. c. distortion. d. closure. e. linking.

d. closure.

Hereditary characteristics combined with personal experiences that together make an individual unique form one's a. self-concept. b. attitudes. c. lifestyle. d. personality. e. role.

d. personality.

The five categories of situational influences are: a. product involvement level, physical surroundings, social surroundings, time perspective, and purchase reason. b. antecedent states, physical surroundings, social surroundings, time perspective, and space dimensions. c. social surroundings, physical surroundings, time pressures, purchase reason, and lifestyles. d. purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood. e. store atmosphere, location, aromas, sounds, and lighting.

d. purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood.

Monique reads through her emails containing advertisements for sweaters from H&M, purses from JC Penney, and tennis shoes from Foot Locker. Later while at the mall, she remembers only the shoe ad, thanks to the recent tear in her own Reeboks. Monique has engaged in selective a. distortion. b. exposure. c. analysis. d. retention. e. organization.

d. retention.

Perception is a three-step process that involves a. motivation, personality, and attitudes. b. classifying, recording, and eliminating information received through the senses. c. collecting, eliminating, and organizing information inputs. d. selecting, organizing, and interpreting information inputs. e. anticipating, classifying, and discarding information inputs.

d. selecting, organizing, and interpreting information inputs.

Which of the following statements about the consumer buying decision process is true? a. Consumers progress through the five stages of this process for all limited decision making decisions. b. Although all of the steps in the process are used in all decision processes, the order tends to depend on the customer's level of involvement. c. The key element of the process that exists in all consumer buying decision processes is the purchase of the product. d. Once the purchase of a product has been made, the consumer buying decision process is complete. e. Consumers making limited decision making decisions may not go through all five steps of the process.

e. Consumers making limited decision making decisions may not go through all five steps of the process.

Which of the following statements about how a consumer organizes inputs that reach awareness is most accurate? a. Inputs are organized by individuals to produce meaning, and this organizational process is usually a slow one. b. Organization of information inputs is not always needed to produce meaning. c. Inputs that reach awareness are organized and interpreted in much the same way by all consumers. d. Because a person interprets information in terms of what is familiar, only one interpretation of organized inputs is possible. e. Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

e. Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

Cognitive, affective, and behavioral are the three major components of a. self-concept. b. motives. c. lifestyles. d. consumer socialization. e. attitudes.

e. attitudes.

According to Maslow's hierarchy of needs, a. individuals simultaneously try to satisfy all five levels of needs. b. self-actualization needs are the most important needs to be met for most individuals. c. individuals first address needs at the top of the pyramid and then move down to the lower level needs. d. levels of needs are different for everyone, and we all try to satisfy them in a different order. e. individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

e. individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

During the evaluation of alternatives stage of the consumer buying decision process, framing most likely influences the decision process of ____ buyers. a. younger b. older c. wealthier d. veteran e. inexperienced

e. inexperienced

Marketers often provide consumers with free samples, sometimes coupled with coupons, to help them gain experience with their products and facilitate consumer a. patronage motives. b. attitudes. c. perception. d. distortion. e. learning.

e. learning.

When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar product category, he or she will most likely engage in a. enduring purchase behavior. b. routinized response behavior. c. extended decision making. d. impulse searching. e. limited decision making.

e. limited decision making.