Deck 5: Consumer Behaviour

Question 1

Which of the following statements about how women buy cars today is NOT true?

A)Most women approach car buying in a deliberate manner, gathering information before they go to a dealership.
B)Most women enjoy the challenge of negotiating price.
C)Women prefer minimal maintenance.
D)55 percent of all vehicle purchases in Canada are by women.

Answer 1

B

Question 2

When Marty attended his first new product development class, he realized that he ought to have an AutoCAD type software program to enable him to do proper designs or else he would be unable to do his assignments. In which stage of the consumer
Purchase decision process was Marty when he made this realization?

A)problem recognition
B)alternative evaluation
C)purchase behaviour
D)information search

Answer 2

A

Question 3

Kirk, an avid Ultimate Fighting Champion (UFC)fan, is glued to the television screen at his local sports bar every Saturday evening as he watches his favourite fighters. He thinks pay-per-view matches would be more enjoyable at home if he had a high-definition big screen television. Kirk has begun talking with his friends to learn more about the various brands of high-definition big screen televisions available. In which step of the purchase decision making process is Kirk engaged?

A)information search
B)evaluation of alternatives
C)problem recognition
D)purchase decision

Answer 3

A

Question 4

Jo is considering purchasing a new cat, but is unsure of which ones shed, which ones are indoor or outdoor, and which ones are most friendly around children. She decides to ask several friends, who already have cats, to list out the reasons they used when they purchased their own cats. In which stage of the consumer purchase decision process is Jo?

A)alternative evaluation
B)problem recognition
C)information search
D)purchase decision

Question 5

Fred is an avid comic book reader and has decided to purchase a comic book for his best friend. Since the two friends enjoy the same types of comics, Fred will know exactly which comic his friend would like. When Fred was scanning his memory for various comic book options, he was engaged in:

A)an external search.
B)a purchase task.
C)problem recognition.
D)an internal search.

Question 6

When considering purchasing a new computer, you investigate several social media sites to gather information on products, services, and brands. Which of the following statements is correct?

A)brands are not concerned about social media reviews
B)brands are paying very close attention to what others are saying about them on social media
C)social media often contains incorrect information
D)social media does not play a major role in the purchasing decision

Question 7

Following on the 25th anniversary of the "Back to the Future" franchise, Nike has developed a new automatic lacing system for a range of high-top basketball shoes. Nike believes this new characteristic - promoted as quick tie - will make the new shoe a superior product. Due to increased costs of materials and production, the price will be about $150. Based on responses of people who have tried the new product, Nike is confident consumers will have a relatively favourable evaluation of the shoe. To have a favourable evaluation, consumers must first:

A)consult a personal source of information.
B)make a purchase decision.
C)consult a public source of information.
D)experience problem recognition.

Question 8

At what stage in the consumer purchase decision process might you review the report: "Canada's Most Trusted Brands: Hockey Equipment?"

A)alternative evaluation
B)information search
C)problem recognition
D)purchase decision

Question 9

As an aspiring athlete you train hard several times during the week. Your coach asks you to train in a specific 'heart rate zone,' however, you do not possess the required equipment to accurately measure your heart rate during training. You know to improve your training you must fix this issue, what have you experienced?

A)cognitive dissonance
B)alternative evaluation
C)routine response behaviour
D)problem recognition

Question 10

Sid's friend Jerry turns 40 next week and will have a party. Sid decided to purchase some vintage wine as a present. Because they like the wines Sid scanned his memory for various wine options. This is an example of what part of the consumer purchase decision process?

A)memorization
B)evaluative criteria
C)external search
D)internal search

Question 11

The question "How long is the warranty for this smartphone?" would be asked during the stage in the consumer purchase decision process.

A)problem recognition
B)information search
C)purchase decision
D)alternative evaluation

Question 12

In the consumer purchase decision process when consumers scan their memory for previous experiences with products or brands, this is referred to as a(n).

A)purchase task
B)problem recognition
C)external search
D)internal search

Question 13

Which of the following statements is true?

A)For men, styling is more about a car's exterior lines and accents. Women are more interested in interior design and finishes.
B)Design and marketing are still mostly done by males because they understand the female driver.
C)Men purchase the majority of new cars sold in Canada.
D)Men approach the car shopping experience as an intelligence gathering expedition. They actively seek information and postpone a purchase decision until all options have been evaluated.

Question 14

One of your classmates consistently showed up to class late, finally your Professor, Stephen, asked the student what the issue was. When the marketing student said, "It's really hard for me to get to class on time without a car," she was entering which stage of the consumer decision process?

A)alternative evaluation
B)information search
C)purchase decision
D)problem recognition

Question 15

When considering buying the latest smartphone, you talk to various friends, research extensively online, and demo several products in store. What are you undertaking?

A)Consumer behaviour
B)Market research
C)Consumer management
D)Marketing

Question 16

After buying your new smartphone, you proceed through several stages that may include the feeling of post-purchase anxiety. This end-to-end process is referred as:

A)situational analysis sequence.
B)hierarchy of learning.
C)purchase decision process.
D)VALS inventory.

Question 17

An owner of two new kittens would most likely use an internal search or prior experiences when purchasing:

A)cat litter.
B)perfume.
C)a gift for a best friend.
D)a Blu-Ray player.

Question 18

Many automakers have changed how they conduct business because of female consumers. All of the following are true except:

A)design and marketing are still mostly done by males because they understand the female driver.
B)women purchase the majority of cars sold in Canada.
C)dealerships are now more "female friendly."
D)vehicles are designed for easy entry and exit.

Question 19

When the marketing student who has recently moved out of residence and now shares a house with 4 others, where it is the responsibility of the tenants to mow the large lawn said, "It's really hard for me to mow such a large lawn without a power mower," he was entering which stage of the consumer decision process?

A)purchase decision
B)information search
C)alternative evaluation
D)problem recognition

Question 20

When the elementary teacher needed to buy poster board for her class, she remembered that she had found some poster boards at her local 99 Cents Only store, at Walmart, and at her Family Dollar Store. What term best describes the information search method used by the teacher?

A)public external source
B)internal search
C)market-dominated external source
D)personal external source

Question 21

You recently searched a brand's website to find information about purchasing a new netbook. This is an example of:

A)social media source
B)brand website source
C)marketer-dominated source
D)internal search

Question 22

Maria has just told her supervisor, "I'm so glad I bought the Apple iPhone 5 phone rather than those other models I was looking at. I have really enjoyed the fact that its iTunes service gives me an always-on music connection. I haven't seen another phone with that feature." Which stage of the consumer purchase decision process is demonstrated by Maria's conversation?

A)post-purchase behaviour
B)purchase decision
C)information search
D)problem recognition

Question 23

When looking for a luxury car, you only consider Lexus, Mercedes, and BMW as acceptable brands to purchase from. These brands are known as your:

A)alternative selection group.
B)evaluative set.
C)aspiration group.
D)evoked set.

Question 24

When you set out to buy a Blu-ray player for yourself, factors you might consider before purchase, which represent both the objective attributes of a brand and the subjective ones you use to compare different products and brands, are called

A)informational alternatives
B)buying decision-makers
C)hot buttons
D)evaluative criteria

Question 25

Factors, such as the store atmosphere, pleasantness of the shopping experience, salesperson persuasiveness, time pressure, and financial circumstances tend to have the biggest influence on which stage of the consumer purchase decision process?

A)The search for information.
B)Whether a purchase decision is made or postponed.
C)Post-purchase assessment of any purchase anxiety.
D)The recognition of a need.

Question 26

Providing toll-free telephone numbers, offering liberalized return and refund policies, and engaging in staff training to handle complaints, answer questions, and record suggestions are examples of what firms do to address which stage of the consumer purchase decision process?:

A)Post-purchase behaviour.
B)The search for information.
C)The purchase decision.
D)The recognition of a need.

Question 27

The objective and subjective attributes of a brand that consumers use to compare different products are called:

A)information sources.
B)antecedent states.
C)temporal states.
D)evaluative criteria.

Question 28

Sarah wants to purchase a new iPad. She is unsure about what peripherals she will need. As a result, she has begun asking for advice from friends and relatives. In addition, she has talked to several consumer electronics salespeople and has looked at the Apple website. Sarah is engaging in:

A)an internal search.
B)an external search.
C)a purchase task.
D)problem recognition.

Question 29

Using Internet for an external search for product information satisfies which requirement?

A)Review of past experience provides adequate information.
B)The risk of making a wrong purchase decision is low.
C)The item is frequently purchased.
D)The cost of gathering information is low.

Question 30

BMW StreetCarver is a skateboard that features BMW's technology in its wheel suspension, which stabilizes the board's sleek design and allows for greater control around sharp curves. BMW is concerned with making sure its skateboard is in the
Evoked set of potential skateboard buyers. In this case, it most likely should focus on:

A)making sure its advertisements get on the air during sporting events such as exhibition skateboarding.
B)trying to determine the most important evaluative criteria skateboarders use when judging the product.
C)reducing the post-purchase dissatisfaction that may result from purchasing its product.
D)making appeals directed towards motivational ego needs.

Question 31

An example of a marketer-dominated source of information for an external information search is:

A)friends and relatives.
B)Consumer Reports magazine.
C)point-of-purchase displays.
D)consumer programs on talk radio stations.

Question 32

Which of the following statements about the purchase stage of the consumer purchase decision process is NOT true?

A)The purchase stage includes deciding when to buy.
B)The purchase stage involves gathering last minute information to aid in the decision about what to buy.
C)The purchase stage follows the alternative evaluation stage in the consumer purchase decision process.
D)The purchase stage requires choosing from whom to buy.

Question 33

Ruby is buying a new watch appropriate to her role as the newest vice president at her company. She was overheard telling a co-worker, "The Rolex has a great reputation, but the Tag just looks nicer." In which stage of the purchase decision process is Ruby?

A)alternative evaluation
B)information search
C)purchase decision
D)problem recognition

Question 34

The brands that you learn of during your information search become part of your:

A)consideration set
B)thinking set
C)awareness set
D)inert set

Question 35

When Rita decided to buy a radio as a wedding present, she wanted to buy a brand name radio that was waterproof, looked nice, and was designed to be mounted in a shower. What did Rita use during the alternative evaluation stage of the purchase decision process?

A)informational alternatives
B)buying decision-makers
C)hot buttons
D)evaluative criteria

Question 36

All of the following statements are correct about visiting a travel agent to search for information, except:

A)a travel agent is part of an internal search
B)a travel agent should provide unbiased answers
C)a travel agent is like a salesperson
D)a travel agent is an example of a marketer-dominated source

Question 37

You want to buy some instant rice, and you are in the mood for wild rice. The store you go to has two brands of instant rice: Uncle Bens and Minute Rice. Collectively, what is this group of instant rice brands called?

A)a consideration set
B)an evaluative criterion
C)a value group
D)an impulse set

Question 38

Consideration set is a term that means the same as:

A)contemplation set
B)awareness set
C)inert set
D)evoked set

Question 39

Examples of public sources of information for an external information search include:

A)Consumer Reports magazine.
B)advertising.
C)friends and relatives.
D)sales personnel.

Question 40

Raul overheard one of his co-workers in a phone conversation say, "Thank you for taking my call so quickly. I'd like to order number 1284H, the All-Canadian Mary Hanks doll. Can I use the easy pay plan?" The co-worker was in which stage in the consumer purchase decision process?

A)problem recognition
B)information search
C)alternative evaluation
D)purchase decision

Question 41

Consumer behaviour is an important focus for marketers because:

A)companies use this knowledge to provide value to consumers.
B)marketing research is an inexpensive process.
C)attracting new customers is easier than keeping old ones.
D)customer value is a non-quantifiable statistic.

Question 42

Sometimes consumers skip one or more of the purchase-decision process stages because of their level of _.

A)aspiration
B)acculturative response
C)motivation
D)involvement

Question 43

Reference: 05-02
Figure 5-2

In Figure 5-2, column "C" represents which of the following?

A)Simulated selection
B)Routine problem solving
C)Extended problem solving
D)Limited problem solving

Question 44

Reference: 05-02
Figure 5-2

In Figure 5-2, column "A" represents which of the following?

A)Limited problem solving
B)Routine response behaviour
C)Simulated selection
D)Extended problem solving

Question 45

You have just purchased a Samsung S5 smartphone, after learning how to use it, you tweet out to the Samsung handle, that "S5 best phone ever! Great screen & battery life! Thx!" Brands who monitor their social media attempt to understand different levels of customer _.

A)post-purchase stress
B)satisfaction
C)indecisiveness
D)cognitive dissonance

Question 46

Between classes, many university students stop at conveniently located coffee shops. Their choices are generally made quickly and with little or no effort to consider alternative product offerings. The university students are involved in:

A)limited problem solving situations.
B)intensive problem solving situations.
C)extensive problem solving situations.

Question 47

Which problem solving variation would likely be used for clothing, sheets and towels, or electric can openers?

A)extended problem solving
B)routine response behaviour
C)simulated selection
D)limited problem solving

Question 48

Reference: 05-02
Figure 5-2

In Figure 5-2, column "B" represents which of the following?

A)Extended problem solving
B)Simulated selection
C)Routine response behaviour
D)Limited problem solving

Question 49

Consumers spend little time and effort evaluating alternatives in the purchase of soap and milk. The purchase process for such items that is virtually a habit, and typifies low-involvement decision-making is called:

A)situational problem solving
B)routine problem solving
C)extended problem solving
D)limited problem solving

Question 50

Rackspace is a web hosting company. That means that if you want to have a site on the web, you could buy not only Internet space from them, but also technical support, and design services. When its ad tells you that its users consider Rackspace "the risk-free host because it offers dedicated and helpful support any time day or night," you know that Rackspace is trying to:

A)reduce new buyers' cognitive dissonance.
B)increase new buyers' cognitive dissonance.
C)downgrade the competition.
D)produce an evoked set.

Question 51

Which problem solving variation would normally be used to purchase such items as toothpaste, soda, or chewing gum?

A)extended problem solving
B)limited problem solving
C)routine problem solving
D)simulated selection

Question 52

You have just purchased an expensive piece of jewelry for your girlfriend without really knowing her specific likes and dislikes. As you head home from the jewelry store, you agonize in your mind about whether your choice of a ruby necklace was right, or whether you should have chosen pearl earrings. This is an example of:

A)cognitive dissonance.
B)purchasing angst.
C)panic reaction.
D)marketer anxiety.

Question 53

More and more firms are monitoring social media sites to understand what is being said about their brands as a way to gauge what?

A)Customer satisfaction.
B)Recommendations for new products.
C)Warranty reviews.
D)Viral comments.

Question 54

Reference: 05-01
TB Figure 1

According to the information in TB Figure 1, which of the following brands would be the best choice if the consideration set for a smartphone included the following criteria: (1)camera, (2)waterproof, and (3)storage?

A)BlackBerry
B)Apple
C)Nexus
D)HTC

Question 55

You have just purchased a suit to wear to an important job interview. As you head home from the store, you agonize in your mind about whether your choice of dark gray was right, or whether you should have chosen dark blue. This is an example of:

A)cognitive dissonance.
B)panic reaction.
C)purchasing angst.
D)marketer anxiety.

Question 56

Nick was happy with his newly purchased ultrabook computer. It had all the features he wanted, including wider screen, lightweight design, and a high-end graphics chip for playing games, and the $1200 price tag was reasonable. As he was taking the ultrabook out of the box, Nick noticed an advertisement in the local paper showing a similar ultrabook configuration for only $1100. Suddenly, Nick began to doubt his
Purchase decision - maybe he hadn't gotten such a good deal. He was experiencing:

A)cognitive dissonance.
B)selective discord.
C)product dissonance.
D)buyer's uncertainty.

Question 57

A typical consumer in choosing a toaster, a restaurant for dinner, or a pair of sandals would most likely use

A)routine response behaviour
B)simulated selection
C)limited problem solving
D)extended problem solving

Question 58

Reference: 05-01
TB Figure 1

According to the information in TB Figure 1, which smartphone offers the best storage?

A)Samsung
B)HTC
C)Blackberry
D)Apple

Question 59

How might consumers who purchased a new innovative type of running shoe try to reduce any cognitive dissonance they might feel?

A)Use routine problem solving.
B)Have little or no problem-solving involvement.
C)Use only an internal information search.
D)Read ads for running shoes even after the purchase has been made.

Question 60

Reference: 05-01
TB Figure 1

In TB Figure 1, a number of factors are listed such as camera quality, screen quality, and battery life. These are typical _ for smartphones.

A)evaluative criteria
B)considerations
C)information bits
D)quality considerations

Question 61

David works in the sales department for a mid-sized hardware manufacturer, he has a growing family at home and the budget is always tight. He often travels the province and receives a commission on sales that he makes. How is David likely to view receiving commission for completing sales?

A)as encouragement
B)as perception
C)as motivation
D)as cognitive dissonance

Question 62

Reid wants to find the perfect gift for his parents' 50th wedding anniversary. He started looking for the gift last month and expects to spend another couple of months if needed to find a gift they both will like. Reid is engaging in:

A)limited problem solving.
B)routine response behaviour.
C)simulated selection.
D)extended problem solving.

Question 63

Five situational influences have an impact on a consumer's purchase decision process which are the purchase task, social surroundings, physical surroundings, temporal effects, and:

A)independent variables.
B)dependent variables.
C)frame of mind.
D)antecedent states.

Question 64

Which of the following choices is NOT an example of situational influences affecting the purchase decision process?

A)The reason for engaging in the decision in the first place.
B)Decor, music, and crowding in retail stores.
C)The golf club to which you belong.
D)Social surroundings, including the other people present when a purchase decision is made.

Question 65

Michael, makes an above average living working for the federal government, while Johnny is a recent graduate living day-to-day looking for work while paying off his student debt. Which needs are satisfied for Michael, but are a constant struggle for Johnny?

A)Personal needs.
B)Safety needs.
C)Physiological needs.
D)Social needs.

Question 66

The purchase of a bottle of water is a low-involvement purchase. How can a marketer convince people to buy Dasani instead of one of the numerous other brands displayed on retailers' shelves?

A)Offer coupons for Dasani bottled water.
B)Convince retailers to only offer Dasani water.
C)Make good use of Dasani stock-outs.
D)Make the purchase decision high involvement.

Question 67

Robert is considering purchasing a new vacation property in Florida, as he is nearing retirement, what sort of problem solving variation is he likely to use?

A)simulated selection
B)limited problem solving
C)routine response behaviour
D)extended problem solving

Question 68

When a woman picks up a lace nightgown in a lingerie store and tells the clerk, "This is for my sister's first wedding anniversary," which situational influence has she demonstrated?

A)Temporal effects
B)Purchase task
C)Social surroundings
D)Physical surroundings

Question 69

When Linda wants to purchase a new bicycle, she considers all of the following psychological influences, except

A)motivation
B)personality
C)antecedent state
D)perception

Question 70

Which of the following lists the hierarchy of needs in its correct order beginning with the most basic?

A)personal, social, physiological, psychological, and safety
B)self-actualization, social, personal, safety, and physiological
C)safety, physiological, safety, and self-actualization, and personal
D)physiological, safety, social, personal, and self-actualization

Question 71

Janine has decided to purchase a car GPS and plans to call several friends for information about alternative brands. She is NOT concerned about where she buys it as long as she receives a very liberal return policy should anything go wrong. In
Making her decision, Janine will engage in which of the following problem solving methods?

A)habitual
B)limited
C)classical
D)extended

Question 72

As she hunted for rice crackers, LeeAnn thought, "Nothing in this store is logically arranged." Then she banged her cart into the side of a display because the aisle was so crowded. As a result of , she has vowed never to shop at that store again.

A)purchase task
B)social surroundings
C)temporal effects
D)physical surroundings

Question 73

The purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states are all examples of:

A)situational influences.
B)marketing mix influences.
C)psychological influences.
D)sociocultural influences.

Question 74

Reference: 05-03
Figure 5-3

In Figure 5-3, letter "B" represents the _ consumer purchase decision process. influences that can affect the

A)situational
B)economic
C)marketing mix
D)environmental

Question 75

The most basic of our needs are physiological, followed by safety, social, and personal type needs. According to the hierarchy of needs, what category of needs is of the highest order?

A)safety needs
B)self-actualization needs
C)personal needs
D)social needs

Question 76

The ads for Visa debit cards show people who need to make a purchase quickly, but are unable to do so because the retailer won't accept a check without several forms of identification. Which situational influence is Visa using to show the benefits offered by its debit cards?

A)physical surroundings
B)social surroundings
C)antecedent states
D)purchase task

Question 77

In the hierarchy of needs, water, food, and sex would be considered needs.

A)personal
B)physiologic al
C)social
D)safety

Question 78

Reference: 05-03
Figure 5-3

In Figure 5-3, letter "A" represents the _ consumer purchase decision process.

A)situational
B)psychologic al influences that can affect the
C)economic
D)socio-cultur al

Question 79

The three teenaged girls spent hours at the store trying on various outfits, looking at possible combinations, and asking each other, "How do you think this outfit looks?" This situation is most closely related to which of the following situational influences?

A)social surroundings
B)physical surroundings
C)purchase task
D)temporal effects

Question 80

Reference: 05-03
Figure 5-3

In Figure 5-3, letter "C" represents the consumer purchase decision process.
Influences that can affect the

A)socio-cultural
B)environmental
C)situational
D)economic