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Western New Mexico University BSAD 340 Chapter 6 1)The processes consumers use when making purchase decisions are called: a

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Western New Mexico University

BSAD 340

Chapter 6

1)The processes consumers use when making purchase decisions are called: a. consumer behavior.

b.            marketing.

c.             consumerism.

d.            perceptual mapping.

e.            database mining.

 

2.            Which step in the consumer decision-making process is a result of an imbalance between actual and desired states?

a.            Evaluation of alternatives

b.            Want recognition

c.             Purchase

d.            Need recognition

e.            Postpurchase behavior

 

3.            Sam was driving when someone ran a stop sign and totaled his car. His car cannot be repaired, so he realized he’s going to have to get another one. What stage of the consumer decision-making process does this represent?

a.            Need recognition

b.            Purchase

c.             Evaluation of alternatives

d.            Postpurchase behavior

e.            Information search

 

4.            Which of the following is any unit of input affecting one or more of the five senses: sight, smell, taste, touch, and

hearing?

a.            Tactic

b.            Need

c.             Stimulus

d.            Want

e.            Desire

 

5.            Rod saw a television commercial for a Honda S2000 and wants to test-drive one. The commercial is an example of

a(n)        stimulus.

a. internal b. external

c.             primary

d.            secondary

e.            nonpersonal

 

6.            As a result of hearing the adventures of returning soldiers, Monroe decided to enlist in the U.S. Army. These stories he heard from the soldiers acted as:

a. affective states b. external stimuli

c.             internal stimuli

d.            purchase outcomes

e.            a dissonance creator

 

7.            Which of the following is the BEST example of an internal stimulus that would create need recognition?

a.            A friend comments on how shabby your coat looks

b.            A radio station runs an ad for a new video game rental store c. A headache

d. An invitation to a graduation for which you need a gift

e. A billboard promoting a new national Internet service provider

 

8.            Lisa has to have a Diet Coke for breakfast. At a breakfast meeting, she was offered coffee and refused. She only wanted a Diet Coke. This illustrates that Lisa needs Diet Coke to:

a.            satisfy a want

b.            satisfy a need

c.             satisfy a belief

d.            satisfy a physiological drive

e.            satisfy a momentary stimulus

 

9.            The imbalance between actual and desired states is sometimes referred to as the: a. Want-got gap.

b.            self-actualization quandary.

c.             either-or principle.

d.            got-want gap.

e.            cognitive-dissonance paradox.

 

10.          After a need or want is recognized, a consumer may search for information about the various alternatives available to satisfy it. This occurs during which part of the consumer decision-making process?

a. Evaluation of alternatives b. Information search

c.             Cognitive dissonance

d.            Consideration stage

e.            Product identification

 

 

11.          The steps of the consumer decision-making process in order are:

a.            need recognition, alternative aggregation, reevaluation, purchase decision, postpurchase behavior

b.            need positioning, stimulus response reactions, evaluation of alternatives, purchase decision, postpurchase behavior

c.             need positioning, alternative aggregation and divestment, purchase decision, postpurchase evaluation

d.            information search, need positioning, evaluation of alternatives, product trial, purchase decision, postpurchase satisfaction

e.            need recognition, information search, evaluation of alternatives, purchase, and postpurchase behavior

 

12.          While looking at the DVDs at Target, Tee tried to remember the name of the action movie starring Harrison Ford as an archeologist so he could buy the DVD. Which step of the consumer decision-making process is this?

a.            Antecedent search

b.            Need recognition

c.             External information search

d.            Alternative evaluation

e.            Internal information search

 

13.          Which of the following products would most likely require the purchaser to use only an internal information search?

a.            A doctor for a recently detected illness

b.            A new washer and dryer

c.             A formal dance

d.            A favorite restaurant you love to patronize regularly

e.            Choosing a movie to see at the theater

 

14.          The way a consumer goes about addressing a need is called a:

a.            need

b.            tactic

c.             stimulus d. want

e. desire

 

15.          An external information search is especially important when:

a.            there is a great deal of past experience

b.            there are high costs associated with making an incorrect decision

c.             the cost of gathering information is high

d.            buying frequently purchased, low-cost items

e.            there is little risk of making an incorrect decision

 

16.          Which of the following is an information source that is not associated with advertising or promotion?

a.            External

b.            Nonmarketing-controlled

c.             Marketing-controlled

 

d.            Unbiased

e.            Primary

17.          Bethany is in the market for a new cell phone. She tweets to her followers on Twitter: “Hey, looking for some info about good cell phone deals. Any advice?” Bethany is using a(n)           information source to help her make her decision.

a.            experiential

b.            marketing-controlled

c.             internal

d.            unbiased

e.            nonmarketing-controlled

 

18.          A product information source that originates with marketers promoting the product is referred to as a:

a.            manipulative information source

b.            primary information source

c.             secondary information source

d.            marketing-controlled information source

e.            biased information source

 

19.          While Robinson was looking at the CDs at Walmart, he was trying to remember the name of the group that sang the song he liked on last night’s episode of his favorite television show so he could buy it. Since recording companies pay to have their CDs promoted on television, the source of information Robinson is trying to recall is:

a. a fortuitously evoked set b. marketing controlled

c.             nonmarketing controlled

d.            unitary data

e.            a credible consideration set

 

20.          All of the following are examples of marketing-controlled information sources EXCEPT: a. a review of laser printers in Consumer Reports.

b.            brochures about kitchen products sold by the Home Depot.

c.             a coupon for $1.00 off of laundry detergent.

d.            a recipe for oatmeal raisin cookies on a package of oatmeal.

e.            an advertisement in a magazine.

 

 

21.          David is shopping for tires for his Audi. He looks in the yellow pages of the local phone book and calls Costco, Sam’s Club, Sears, and a local car repair shop. In his decision making

process, David is using:

a.            marketing-controlled information sources

b.            demographic information sources

c.             nonmarketing-controlled information sources

d.            secondary data sources

e.            internal search sources

 

 

 

22.          All of the following influence the extent to which an individual conducts an external search for information EXCEPT:

a.            perceived risk

b.            knowledge

c.             prior experience d. social class

e. level of interest

 

23.          A group of brands resulting from an information search, from which a buyer can choose is referred to as the buyer’s:

a.            evoked set

b.            primary set

c.             inert set

d.            complete set

e.            justifiable set

 

24.          Warren loves to go to the beach on his vacation but hates to have to worry about the possibility of hurricanes. As Warren looked for where he should go on vacation this summer, he consulted a publication called Smart Money and learned the islands of Aruba, Bonaire, and Curacao are not in the hurricane belt. Now he will only consider these island resorts as possible vacation destinations. This group of resort islands is called Warren’s:

a.            involvement set

b.            evaluative set

c.             evolved set d. evoked set

e. intuitive set

 

25.          Tariq is throwing a party tonight and needs to order a couple of pizzas. There are many pizza joints in town, but Tariq has narrowed down his choices to Tony’s Pizzeria, Domino’s, and Montoni’s. These three restaurants represent Tariq’s:

a.            evaluative criteria

b.            dissonance suppressors

c.             discretionary discriminators

d.            discriminatory set e. evoked set

 

26.          Another name for evoked set is:

a.            array

b.            reminder assortment

c.             induced memory d. consideration set

e. awareness set

 

 

27.          Rose is shopping for a new camera. She has set a maximum of $250 as the highest price she will pay, so she doesn’t even bother considering cameras that cost more than that. Rose is narrowing the number of available choices by using a:

a.            cost margin

b.            product attribute c. cutoff

d. boundary

e. knockoff

 

28.          Extending a well-known and respected brand name from one product category to another product category is referred to as:

a. brand stretching b. brand extension

c.             brand bouncing

d.            brand transfer

e.            brand building

 

29.          Arm & Hammer is a well-known and respected brand of baking soda. The company has put its brand name on several products, such as laundry detergent, toothpaste, kitty litter, and many more. These are examples of:

a.            brand transfers

b.            brand modifications

c.             brand banks

d.            brand hierarchies e. brand extensions

 

30.          Mai Lin is checking out at the grocery store when she notices the candy display right next to the cash register. “I haven’t had a Mounds bar in years,” she thinks. “That looks good! I think I’ll grab one.” So she hands the candy to cashier and says, “I’ll take this too.” Mai Lin has just made a(n):

a. partially planned purchase b. unplanned purchase

c.             unwise purchase

d.            fully planned purchase

e.            frivolous purchase

 

31.          Which of the following items is MOST likely to be a fully planned purchase?

a.            a pair of jeans

b.            a bottle of soda pop c. a motorcycle

d. a flashlight

e. weekly grocery shopping

 

32.          Inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions is referred to as:

a.            cognitive dissonance.

b.            psychological discomfort.

c.             affect referral.

 

d.            perceptual imbalance.

e.            Dissatisfaction.

33.          Andrea just purchased a trip to Jamaica as a present to her husband for their tenth wedding anniversary. Andrea is anxious about the trip, afraid Bill will not like her choice of location and worried she spent too much money. Andrea is experiencing:

a.            selective dissatisfaction

b.            temporal distortion

c.             perceptual disharmony d. cognitive dissonance

e. self-actualization involvement

 

34.          Feeding her family healthy foods is important to Terri. She makes a point of buying organic products as often as possible. As she goes through the grocery store she remembers that she needs milk, so she heads over to the dairy case, intending to purchase the organic variety. She notices that a carton of organic milk is priced at $4.89; however, the store-brand milk is on sale for 99 cents. She hesitates for a moment, then selects the cheaper store brand, telling herself that she just can’t pass up such a good bargain. As Terri wonders if she made the right purchase decision, she is experiencing:

a.            attribute remorse

b.            cognitive dissonance

c.             evaluation distortion

d.            consumer cognition

e.            perceptual disharmony

 

35.          All of the following are ways consumers can reduce cognitive dissonance EXCEPT:

a.            justifying the decision

b.            seeking new information

c.             sending a letter to the marketer

d.            avoiding contradictory information

e.            returning the product

 

36.          How can marketers reduce consumers’ cognitive dissonance? a. Offer guarantees

b.            Offer sales promotions

c.             Avoid contradictory information

d.            Change the product

e.            Ignore it

 

37.                         is the amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behavior.

a. Economic value b. Involvement

c.             Opportunity cost

d.            Temporal cost

e.            Perceived level of personal risk

 

 

 

 

38.          The types of products people purchase using routine response behavior are typically: a. frequently purchased, low-cost items

b.            frequently purchased, high-cost items

c.             infrequently purchased, low-cost items

d.            infrequently purchased, high-cost items

e.            all types of items, regardless of price or frequency of purchase

 

39.                         is characterized by low involvement, a short time frame, an internal-only information search, and low costs.

a. Limited decision making b. Routine response behavior

c.             Emotional buying

d.            Intensive decision making

e.            Temporally-limited behavior

 

40.          Each week, Jess comes to the supermarket with a list of essential items: milk, bread, peanut butter, and chocolate. This is an example of:

a.            buyer’s harmony

b.            situational convenience c. routine response behavior

d. limited decision making

e. consistent decision making

 

41.          Which of the following activities is most likely to be an example of routine response behavior?

a.            The purchase of a three-week vacation cruise

b.            A homeowner’s purchase of a new grill for $600

c.             The first-time purchase of a copy machine for a home office d. The purchase of toilet paper

e. The purchase of an infant car seat

 

42.          The type of decision making that requires a moderate amount of time for gathering information and deliberating about an unfamiliar brand in a familiar product category is referred to as:

a. routine response behavior b. limited decision making

c.             extensive decision making

d.            uninvolved decision making

e.            affective decision making

 

43.          Mario usually purchases Old Spice deodorant. Unfortunately, the drug store is sold out of Old Spice today, so Mario will have to choose a brand that’s in stock. In making his decision, Mario will engage in      consumer decision making.

a.            limited

b.            extended

c.             habitual

d.            classical

 

e.            routine

 

 

44.          The electricity for lighting outdoor billboards is powered by transformers. The operator of a company that installs and manages billboards has purchased many such transformers. Today, he plans to buy a replacement for one that was destroyed by a recent hurricane. Before making this purchase, he will look at cost and also see if he can find one that is more weatherproof. He wants to make sure he buys the best transformer for the job and that he does not pay more money than he should. In other words, he will engage in       decision making.

a.            limited

b.            extended

c.             habitual

d.            classical

e.            routine

 

45.          Nellie’s boss sells merchandise through Internet auctions. He needs to mail a $1,500 hexagonal antique picture frame. He has instructed Nellie to buy packaging that will make sure the oddly shaped frame arrives at its new owner’s home undamaged, but he has not told her how or where she will find such packaging. Given that she frequently has to purchase packaging supplies, what kind of purchase decision process would she most likely employ?

a.            High-involvement response behavior

b.            Low-involvement decision making

c.             Extensive decision making d. Limited decision making

e. Routine response behavior

 

46.          When a consumer is purchasing an unfamiliar, expensive product or an infrequently bought item, he or she is practicing:

a.            extensive decision making

b.            cognitive harmonizing

c.             limited problem solving

d.            strategic behavior

e.            stimulus discrimination

 

47.          Alanna is looking into purchasing a scooter as gas prices continue to rise. She needs a reasonably priced, comfortable, and safe scooter with room to store her books. She is not familiar with scooters, and this is a major purchase for her. The purchase will probably involve:

a.            low-involvement problem solving

b.            low-involvement decision making c. extensive decision making

d. limited decision making

e. dedicated cognitive behavior

 

48.          Kim places huge importance on what she wears to sing in front of her church and therefore takes her time to shop for the right clothes and shoes. This is due to the:

a.            opportunity costs

b.            fear of cognitive dissonance

c.             situational factors

 

d.            social visibility of the products

e.            cost of the products

 

49.          This type of risk occurs if consumers feel that making the wrong decision might cause some concern or anxiety.

a.            Financial risk

b.            Psychological risk

c.             Physiological risk

d.            Social risk

e.            Situational risk

 

50.          A marketing manager would expect his or her product to be a high-involvement product for most consumers if it:

a.            is a product adaptation of a market leader

b.            is a necessity

c.             has not been purchased before

d.            has low social visibility

e.            requires substantial financial investment

 

51.          All of the following factors directly influence consumers’ level of involvement in the purchase process EXCEPT:

a.            consumer’s age

b.            previous experience with the product

c.             financial risk associated with the product

d.            social visibility of the purchased item

e.            perceived risk of negative consequences as a result of the purchase

 

52.          Your best friend has sought your advice on what type of clothing she should buy for a job interview. If she gets the job, she will be the assistant to the producer of her favorite television program. She really wants this job and considers it a once in a lifetime opportunity. By asking your help with her wardrobe, your friend is most likely trying to:

a.            eliminate cognitive dissonance

b.            eliminate the low involvement in the decision c. reduce perceived risk of negative consequences

d. increase the chances of selective exposure

e. increase the motivation involved in the decision

 

53.          When Avril went to purchase a birthday card for her new boyfriend, she went to three stores and spent four hours reading over 500 cards before selecting the perfect one. This card (which cost $3.25) is properly designated as a high-involvement product because of:

a. product involvement b. situational involvement

c.             shopping involvement

d.            enduring involvement

e.            motivational involvement

 

54.          Marketing managers often use in-store promotions to stimulate sales of:

a.            technical products

 

b.            high-involvement products

c.             high-priced products

d.            industrial products

e.            low-involvement products

55.          All of the following are examples of individual factors that affect the decision-making process for consumers EXCEPT:

a.            gender

b.            age

c.             reference groups

d.            lifestyles

e.            personality

 

56.                         is the set of values, norms, attitudes, and other meaningful symbols that shape human behavior and is transmitted from one generation to the next.

a.            Socialization

b.            Customerization

c.             Consumerism

d.            Lifestyle e. Culture

 

57.          All of the following are characteristics of culture EXCEPT:

a.            culture is pervasive

b.            culture is learned

c.             culture is functional

d.            culture is an inherent trait

e.            culture is dynamic

 

58.          The fact that mothers in Japan feed their babies freeze-dried sardines and rice and most mothers in the United States would not eat a freeze-dried sardine, much less feed it to their babies, indicates how influences the consumer decision-making process.

a.            culture

b.            perception

c.             motivation

d.            family life-cycle stage

e.            reference group membership

 

59.          What people eat, how they dress, what they think and feel, and what language they speak are all dimensions of:

a.            culture

b.            selective retention

c.             routine response behavior

d.            social class

e.            selective distortion

 

60.          An enduring belief that a specific mode of conduct is personally or socially preferable to an alternative mode of conduct is called a(n):

a.            lifestyle

b.            self-concept

 

c.             attitude d. value

e. perception

 

 

61.          The most defining element of a culture is its:

a.            customs

b.            myths

c.             language

d.            laws e. values

 

62.          Which of the following statements about culture as an influence on consumer buying behavior is true?

a.            A firm that has no understanding of the culture it is selling to has just as great a probability of selling its product as a firm that understands the culture.

b.            Some fear the proliferation of the Internet will increase cultural heterogeneity. c. Language is an important aspect of culture.

d. Core values remain the same for all cultures.

e. Ethics have little to do with culture or consumer behavior.

 

63.          Homogeneous groups of people who share elements of the overall culture as well as unique elements of their own group are called:

a.            autonomous personal units

b.            probability samples c. subcultures

d. normative groups

e. dissociative groups

 

64.          Which of the following is LEAST likely to be described as a subculture? a. Bank managers

b.            Hispanics

c.             College students

d.            Southeasterners

e.            Quakers

 

65.          A(n)       is a group of people in a society who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally, and who share behavioral norms.

a.            extended family

b.            subculture

c.             dissociative group d. social class

e. procreational family

 

66.          As a marketing tool in the United States, social class: a. is useful for lifestyle distinctions between groups.

b.            is just a simple measure of income level.

 

c.             offers few insights concerning consumer behavior.

d.            is not used because the United States is a classless society.

e.            has demonstrated that all classes of consumers shop in the same stores.

 

 

 

67.          Which of the following best characterizes the underclass?

a.            Highly educated underachievers whose incomes are below most comparably educated workers; often referred to as “slackers.”

b.            People who are not regularly employed and who depend primarily on the welfare system for sustenance; they have little schooling and live below the poverty line.

c.             Individuals who derive most of their income from the “underground economy” and who tend to “fly under the radar” of the Internal Revenue Service.

d.            Middle-level blue-collar workers largely working in skilled or semi-skilled service jobs; their income is below the national average.

e.            Low-paid service workers and operatives; they have some high school education a below- mainstream living standard.

 

68.          Social influences on consumer buying decisions include:

a.            society, culture, and family

b.            reference groups, society, opinion leaders, and family

c.             personality, lifestyle, and reference groups d. reference groups, opinion leaders, and family

e. lifestyle, reference groups, and family

 

69.          A group in society, such as family, friends, or a professional organization, that influences an individual’s purchasing behavior is called a(n):

a.            reference group

b.            conformist group

c.             opinion group

d.            social group

e.            influential group

 

70.          Reference groups can be categorized very broadly as either:

a.            primary or secondary

b.            persuasive or nonpersuasive c. direct or indirect

d. positive or negative

e. personal or nonpersonal