Deck 6: Consumer Behavior

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سؤال
Brenda wants a new, dependable car that also looks good. She wants to satisfy both functional and psychological needs.
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لقلب البطاقة.
سؤال
One benefit of having satisfied customers is that they may spread positive word of mouth.
سؤال
Pam didn't go see the movie Us because her friends all said she wouldn't be able to handle it. When she found out how good it was, she blamed her friends. Pam is demonstrating an internal locus of control.
سؤال
The greater the difference between a consumer's unsatisfied need and the desired state, the greater the need recognition will be.
سؤال
After purchasing an expensive pair of shoes, you may question whether or not the shoes are any better than the less expensive shoes you could have purchased instead. This is an example of postpurchase cognitive dissonance.
سؤال
A reference group may have direct or indirect influence on your attitude toward a particular clothing store.
سؤال
Situational factors sometimes override psychological and social factors in the consumer decision process.
سؤال
Consumers involved in habitual decision making engage in little conscious decision making.
سؤال
When making an important purchase, consumers often consult friends and family. This is considered an external search for information.
سؤال
As manager of a local donut shop, Arnie greets his regular customers by name and often begins making their order when he sees them drive into the parking lot. Arnie knows habitual purchasers with strong store loyalty are great customers.
سؤال
The consumer decision process begins with a comparison of available alternatives.
سؤال
Another name for physiological risk is safety risk.
سؤال
Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.
سؤال
When Glen is thirsty, he always buys a Coke. Like many consumers, Glen engages in considerable alternative evaluation when buying habitual products like his Coke.
سؤال
Setting high customer expectations is a good strategy that will help avoid customer dissatisfaction in the long run.
سؤال
Mary will not consider shopping at a nearby farmer's market based on negative comments made by her parents; therefore, she has developed a negative attitude toward this specific farmer's market.
سؤال
Maslow's hierarchy of needs is an interesting concept for psychology, but it has little relevance for marketing.
سؤال
When considering a purchase decision, people generally buy one product or service instead of another because they perceive it to be a better value.
سؤال
Rachael is visiting colleges before applying to schools as part of her extended problem-solving process.
سؤال
Frazier is out of milk and bread and needs to decide what is for dinner. He will be stopping at the grocery store on the way home. Frazier will likely engage in limited problem solving.
سؤال
When Hakim asked Marta where she wanted to go for lunch, she said Panera Bread because she used to go there at least once a week and always liked it. Marta conducted an internal search for information.
سؤال
When mountain climbers purchase clothing for scaling Mount Everest, their purchases are primarily addressing ________ needs.

A) functional
B) prepurchase
C) social
D) psychological
E) functional and psychological
سؤال
By producing motorcycles that do more than get riders to their destinations and back, Harley-Davidson is addressing consumers' ________ needs.

A) functional and social
B) postpurchase and prepurchase
C) safety and situational
D) psychological and physiological
E) functional and psychological
سؤال
Vladimir decided not to purchase the Hulu app because he didn't think it would give him access to all the shows and movies that he wanted for the price. Vladimir was assessing the financial risk of purchasing the Hulu app.
سؤال
Determinant attributes are product or service features that are important to the buyer and on which competing brands or stores are perceived to differ.
سؤال
According to Maslow's hierarchy of needs, safety needs are the needs that people first seek to meet.
سؤال
Marketers often use principles and theories from sociology and psychology to better understand consumers' actions and to

A) develop basic strategies for dealing with their behavior.
B) contribute to the theoretical knowledge in those disciplines.
C) avoid cultural reference group problems.
D) maximize postpurchase cognitive dissonance.
E) satisfy ritual consumption needs while avoiding overconsumption.
سؤال
Laura has an almost-new economy car, but she wants a Ford Mustang because she thinks it would be exciting to own one. If she decides to purchase a sports car such as the Mustang, she will be primarily fulfilling a ________ need.

A) functional
B) postpurchase
C) safety
D) psychological
E) functional and psychological
سؤال
When Karen realized her dog had fleas, Karen was faced with

A) a social-perceptual incongruence.
B) a psychological need.
C) a cognitive learning failure.
D) a universal shopping need.
E) an unsatisfied need.
سؤال
When the floor rusted through on her old car, Kelly knew she had a problem. Logically, Kelly's next step in the consumer decision process would be to

A) identify her need.
B) search for information about cars.
C) evaluate alternatives.
D) purchase a new car.
E) assess her satisfaction with the car she purchased.
سؤال
The greater the discrepancy between a consumer's ________, the greater the consumer's need recognition will be.

A) financial risk and performance risk
B) search for alternatives and alternatives found
C) needy state and desired state
D) universal set and evoked set
E) external and internal information search
سؤال
Generally, people buy one product or service instead of another because they

A) want to get the lowest price possible.
B) perceive it to be the better value for them.
C) prefer to avoid doing extended problem solving.
D) have conducted a thorough internal search for information.
E) are unaware of key determinant attributes.
سؤال
A key to successful marketing is determining how to meet the correct balance of ________ needs that best appeals to the firm's target markets.

A) functional and social
B) postpurchase and prepurchase
C) safety and situational
D) psychological and physiological
E) functional and psychological
سؤال
The greater the discrepancy between a consumer's needy state and the desired state, the greater the

A) time required to satisfy the need.
B) effort consumers will invest in searching for alternatives.
C) consumer's need recognition will be.
D) size of the universal set will be.
E) breadth of the external information search.
سؤال
Jason usually buys Nike shoes, so when his friend asked him what shoes he should buy, he said Nike without thinking about it. Jason's response was an evoked set.
سؤال
Kelly recognized her old, rusty car had seen its last mile. When she began searching for a new car to replace it, she relied on both ________ sources of information.

A) biased and unbiased
B) compensatory and noncompensatory
C) general and specific
D) psychological and functional
E) internal and external
سؤال
When Brandon decided he needed a new car, he immediately called his old college roommate, who owns a BMW dealership, to ask questions about options and financing. Brandon was searching for information from

A) an external source.
B) an internal locus of control.
C) a reference source.
D) an internal source.
E) a situational factor group.
سؤال
The consumer buying process begins when

A) a consumer enters a store.
B) consumers' functional needs are greater than their psychological needs.
C) a consumer's performance risk is minimized.
D) a consumer recognizes an unsatisfied need.
E) learning follows perception.
سؤال
Upscale men's and women's clothing stores like Nordstrom, Neiman Marcus, or Saks Fifth Avenue are more likely to appeal to consumers' ________ needs.

A) functional
B) postpurchase
C) safety
D) psychological
E) situational
سؤال
The consumer decision process model represents

A) the concept of habitual decision making.
B) the retrieval of an evoked set based on physiological needs.
C) the steps that consumers go through before, during, and after making purchases.
D) the shift from an internal to an external locus of control.
E) the types of decisions all consumers must make.
سؤال
Elena is in the process of buying a new flatscreen. There are many possible flatscreens to choose from, but she is focused on a few she would actually consider buying. These make up her ________ set.

A) universal
B) retrieval
C) immediate
D) evoked
E) focus
سؤال
Jonathan prefers shirts made with 100 percent cotton, but he will sometimes buy shirts with less cotton if they are less expensive. Jonathan uses ________ to decide which shirts to buy.

A) a compensatory decision rule
B) a noncompensatory decision rule
C) habitual decision making
D) social factors
E) temporal factors
سؤال
André was afraid his new condominium would look shabby to his future in-laws, so he had it painted just before their visit. André was addressing his ________ risk.

A) social
B) financial
C) performance
D) psychological
E) physiological
سؤال
Kathy has naturally curly hair and has often been disappointed with the haircuts she has received. When she moved to a new town, she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut. She chose to spend considerable effort finding a new hair stylist based on the ________ associated with her purchase decision.

A) evoked set
B) reference group
C) physiological risk
D) performance risk
E) financial risk
سؤال
When Magda decided to buy a new computer, she considered all the brands she could recall seeing advertised. This represents Magda's ________ set.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
سؤال
Andrea and Karl got married a year ago and are ready to move out of their apartment and into a new home. After looking at several houses, they have developed a list of features that are important to them and that are different among the homes they have visited. The features on their list are called

A) an evoked set.
B) determinant attributes.
C) short lists.
D) perceived risk factors.
E) trade-off elements.
سؤال
Once consumers have recognized a need, they begin to search for ways to satisfy that need. The internal search is characterized by

A) searching a company's website.
B) examining personal memories and knowledge.
C) reading consumer reviews.
D) consulting close friends and families.
E) analyzing brand advertising.
سؤال
________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.

A) Retrieval
B) Financial
C) Social
D) Determinant
E) Safety/performance
سؤال
The Wall Street Journal provides a set of guidelines each year for purchasing a laptop computer. The guidelines include recommendations for hard disk capacity, memory size, battery life, and several other attributes. The Wall Street Journal is providing consumers with

A) an evoked set.
B) psychological needs.
C) social concerns.
D) evaluative criteria.
E) biased information.
سؤال
Jordana is a travel agent. Whenever she sells an expensive vacation package, she encourages the customer to buy travel insurance, which provides reimbursement in case of trip cancellation due to illness or another emergency. Jordana is trying to reduce her customers' ________ risk.

A) psychological
B) financial
C) performance
D) social
E) physiological
سؤال
Peter wanted an unbiased source of information to help him decide what brand of appliances to buy for his new condominium. Peter would most likely search for information from

A) the Sears catalog.
B) the Consumer Reports website.
C) the local Better Business Bureau.
D) the website for Best Buy
E) Psychology Today magazine.
سؤال
Before flying, Jaden researches the types of planes the airline uses, scans the plane for defects as it taxis up to the terminal, and follows the pilot and crew as they come through the airport. He has no experience as a pilot or airplane mechanic. Jaden probably has a misguided sense of his

A) postpurchase dissonance.
B) locus of control.
C) reference group identification.
D) attribute sets.
E) social risk.
سؤال
Ryan believes he is responsible for his actions, and he will conduct extensive searches before making a purchase. Michael's favorite phrase, when confronted by the need to make a decision, is "Whatever." In marketing terms, Ryan is said to have a(n) ________ and Michael, a(n) ________.

A) personal-accountability approach; laissez-faire approach
B) formal search function; casual search function
C) increased search anxiety; decreased search anxiety
D) internal locus of control; external locus of control
E) focused sense of information; unfocused sense of information
سؤال
Dawn flies regularly between Atlanta and Los Angeles. She almost always uses Delta Airlines and has lots of Delta Sky Miles credit (Delta's frequent-flyer program). Still, she uses an online fare comparison website each time to see if a competitor has a better price or a more convenient schedule. Dawn uses ________ to decide which airline to fly.

A) a compensatory decision rule
B) a noncompensatory decision rule
C) habitual decision making
D) social factors
E) temporal factors
سؤال
When Maya decided to buy a new computer, she thought about all the brands she could recall seeing advertised, but when she visited her local Best Buy, she limited her search to only those brands she would consider buying. This represents Maya's ________ set.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
سؤال
Consumers consider universal, retrieval, and evoked sets during which stage of the consumer decision process?

A) need recognition
B) postpurchase evaluation
C) information search
D) situational analysis
E) evaluation of alternatives
سؤال
Marketers particularly want their brands and products to be in consumers' ________ sets.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
سؤال
Every year before he puts his boat in the water, James has his mechanic put a new battery in the boat. James is most likely concerned with ________ risk.

A) psychological
B) financial
C) performance
D) social
E) physiological
سؤال
Every time Katie wants to eat salad for lunch, she and her friends go to Sweet Tomatoes, but if she's craving dessert, she heads straight to The Cheesecake Factory. In making these choices, she relies on a(n)

A) perceived benefits analysis.
B) external locus of control.
C) exceptional marketing campaign.
D) external source of information.
E) internal search for information.
سؤال
In the consumer decision process, we decide how much time and effort to expend searching for information based partly on ________ associated with the product or service being considered.

A) postpurchase dissonance
B) the alternative evaluation process
C) the degree of perceived risk
D) the results of habitual decision making
E) the results of the external search
سؤال
Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to

A) get themselves into the universal set.
B) reduce the cost of postpurchase advertising.
C) minimize negative word of mouth and rumors.
D) extend decision rules to the customer complaint desk.
E) offset performance risk with financial risk.
سؤال
Western visitors to the Indonesian island of Bali are often aghast when they see the swastika symbol etched above the entrances of some of its temples and homes. Westerners associate the swastika symbol with Nazi Germany while the Balinese associate the symbol with divinity and spirituality. These different associations are based on different

A) lifestyles.
B) ethics.
C) perceptions.
D) attitudes.
E) motives.
سؤال
Negative attitudes are typically difficult for marketers to change because

A) most consumers' attitudes depend on prices.
B) consumers weigh performance risk against functional needs when assessing their attitudes.
C) attitudes are learned and long lasting.
D) attitudes shift consumers from limited to extended problem-solving situations.
E) consumers' attitudes are derived from unchanging decision rules.
سؤال
Marketers frequently design customer relationship management programs to

A) retain loyal customers.
B) attract consumers who have safety needs.
C) reinforce postpurchase cognitive dissonance.
D) increase internal information search.
E) improve profit margins.
سؤال
Many teenagers have clothes they purchased in the past that they "would not be caught dead in" today. When they occasionally see those clothes hanging in the backs of their closets, these teenagers probably feel

A) cognitive bias.
B) postpurchase cognitive dissonance.
C) psychological risk.
D) need recognition.
E) physiological risk.
سؤال
Among the factors affecting the consumer decision-making process is the way consumers spend their time and money to live, otherwise known as

A) lifestyle.
B) conspicuous consumption.
C) the demonstration effect.
D) external validation.
E) life standards.
سؤال
Christopher bought Timberland boots because he felt they were perfect for his outdoor activities. Patrick bought the same kind of boots because he liked the image they conveyed. The psychological factor driving Patrick's behavior is

A) functional need.
B) lifestyle.
C) his universal set.
D) learning.
E) his evoked set.
سؤال
Apple computer users tend to like the company and love its products. Apple has nurtured this ________ component of its customers' attitudes.

A) social
B) affective
C) psychological
D) cognitive
E) physiological
سؤال
Learning refers to a change in a person's thought process or behavior that arises from

A) attitudes.
B) experience.
C) risk analysis.
D) cultural norms.
E) postpurchase dissonance.
سؤال
After Sharon graduated from college, she found a steady and good-paying job, got married, started to raise a family, and began to receive recognition at work and in the community. Eventually, she began to devote more time and effort to intellectual and aesthetic pursuits. Sharon is advancing to which category on Maslow's Hierarchy of Needs?

A) self-fulfillment
B) self-esteem
C) self-confidence
D) self-actualization
E) self-care
سؤال
Stuart wanted to impress Janet with the perfect engagement ring. He had been saving money for months, and he noticed his attitudes and perceptions about diamond rings changing as he began paying attention to ads for rings. Marketers call this process

A) consumer confidence building.
B) self-actualization.
C) perception construction.
D) prepurchase dissonance.
E) learning.
سؤال
Maslow's hierarchy of needs includes physiological needs at the bottom-most level of the pyramid and self-actualization at the top-most level. The three levels in between are

A) material goods, safety, and love.
B) community, family, and self.
C) safety, stability, and striving.
D) health, wealth, and happiness.
E) safety, love, and esteem.
سؤال
There are approximately 1 billion people living in India. Only about 200 million of these people earn more than the equivalent of $1,000 per year. According to Maslow's hierarchy, most of the other 800 million Indian consumers are primarily addressing their ________ needs.

A) social
B) personal
C) psychological
D) esteem
E) physiological
سؤال
Marketers fear negative word of mouth because when consumers are dissatisfied, they

A) are less likely to say something than when they are satisfied.
B) often want to complain to many people.
C) buy more of the product to prove they were correct in their criticism.
D) often file a lawsuit.
E) don't buy any of the company's other products.
سؤال
A(n) ________ is a need or want strong enough to cause a person to seek satisfaction.

A) locus of control
B) motive
C) attitude
D) perception
E) learning curve
سؤال
Though he has never owned a Jaguar, Jerry thinks that Jaguar vehicles are poorly made and have many mechanical problems. For Jaguar to sell Jerry a car, the company would need to change the ________ component of Jerry's attitude.

A) social
B) affective
C) functional
D) cognitive
E) physiological
سؤال
Jordana travels a lot for work and is looking to buy a carry-on bag that fits size and weight regulations. Although she has looked at several brands, she refuses to buy a bag that cannot also fit underneath the seat in front of her. Jordana is basing her decision on

A) a compensatory decision rule.
B) a noncompensatory decision rule.
C) habitual decision making.
D) social factors.
E) temporal factors.
سؤال
Postpurchase cognitive dissonance is especially likely for products that are

A) cheap, poorly made, and made of plastic.
B) personally valuable, antique, or foreign-made.
C) simple, easily copied, and new.
D) psychologically soothing, purchased impulsively, and part of a consumer's evoked set.
E) expensive, infrequently purchased, or associated with high levels of risk.
سؤال
Marketers are particularly interested in postpurchase behavior because it

A) involves both compensatory and noncompensatory consumers.
B) offers insights into information search methods.
C) avoids situational conflicts.
D) involves actual rather than potential customers.
E) involves both actual and potential customers.
سؤال
Sometimes consumers have second thoughts after buying goods that are expensive, infrequently purchased, or associated with a high level of risk. This is an especially critical time for marketers, as their customers are dealing with

A) criteria reevaluation.
B) buyer's remorse.
C) competitive leverage.
D) purchase uncertainty.
E) consumer vulnerability.
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ملء الشاشة (f)
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Deck 6: Consumer Behavior
1
Brenda wants a new, dependable car that also looks good. She wants to satisfy both functional and psychological needs.
True
2
One benefit of having satisfied customers is that they may spread positive word of mouth.
True
3
Pam didn't go see the movie Us because her friends all said she wouldn't be able to handle it. When she found out how good it was, she blamed her friends. Pam is demonstrating an internal locus of control.
False
4
The greater the difference between a consumer's unsatisfied need and the desired state, the greater the need recognition will be.
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5
After purchasing an expensive pair of shoes, you may question whether or not the shoes are any better than the less expensive shoes you could have purchased instead. This is an example of postpurchase cognitive dissonance.
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6
A reference group may have direct or indirect influence on your attitude toward a particular clothing store.
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7
Situational factors sometimes override psychological and social factors in the consumer decision process.
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8
Consumers involved in habitual decision making engage in little conscious decision making.
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9
When making an important purchase, consumers often consult friends and family. This is considered an external search for information.
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10
As manager of a local donut shop, Arnie greets his regular customers by name and often begins making their order when he sees them drive into the parking lot. Arnie knows habitual purchasers with strong store loyalty are great customers.
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11
The consumer decision process begins with a comparison of available alternatives.
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12
Another name for physiological risk is safety risk.
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13
Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.
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14
When Glen is thirsty, he always buys a Coke. Like many consumers, Glen engages in considerable alternative evaluation when buying habitual products like his Coke.
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15
Setting high customer expectations is a good strategy that will help avoid customer dissatisfaction in the long run.
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16
Mary will not consider shopping at a nearby farmer's market based on negative comments made by her parents; therefore, she has developed a negative attitude toward this specific farmer's market.
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17
Maslow's hierarchy of needs is an interesting concept for psychology, but it has little relevance for marketing.
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18
When considering a purchase decision, people generally buy one product or service instead of another because they perceive it to be a better value.
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19
Rachael is visiting colleges before applying to schools as part of her extended problem-solving process.
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20
Frazier is out of milk and bread and needs to decide what is for dinner. He will be stopping at the grocery store on the way home. Frazier will likely engage in limited problem solving.
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21
When Hakim asked Marta where she wanted to go for lunch, she said Panera Bread because she used to go there at least once a week and always liked it. Marta conducted an internal search for information.
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22
When mountain climbers purchase clothing for scaling Mount Everest, their purchases are primarily addressing ________ needs.

A) functional
B) prepurchase
C) social
D) psychological
E) functional and psychological
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23
By producing motorcycles that do more than get riders to their destinations and back, Harley-Davidson is addressing consumers' ________ needs.

A) functional and social
B) postpurchase and prepurchase
C) safety and situational
D) psychological and physiological
E) functional and psychological
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24
Vladimir decided not to purchase the Hulu app because he didn't think it would give him access to all the shows and movies that he wanted for the price. Vladimir was assessing the financial risk of purchasing the Hulu app.
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25
Determinant attributes are product or service features that are important to the buyer and on which competing brands or stores are perceived to differ.
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26
According to Maslow's hierarchy of needs, safety needs are the needs that people first seek to meet.
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27
Marketers often use principles and theories from sociology and psychology to better understand consumers' actions and to

A) develop basic strategies for dealing with their behavior.
B) contribute to the theoretical knowledge in those disciplines.
C) avoid cultural reference group problems.
D) maximize postpurchase cognitive dissonance.
E) satisfy ritual consumption needs while avoiding overconsumption.
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28
Laura has an almost-new economy car, but she wants a Ford Mustang because she thinks it would be exciting to own one. If she decides to purchase a sports car such as the Mustang, she will be primarily fulfilling a ________ need.

A) functional
B) postpurchase
C) safety
D) psychological
E) functional and psychological
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29
When Karen realized her dog had fleas, Karen was faced with

A) a social-perceptual incongruence.
B) a psychological need.
C) a cognitive learning failure.
D) a universal shopping need.
E) an unsatisfied need.
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30
When the floor rusted through on her old car, Kelly knew she had a problem. Logically, Kelly's next step in the consumer decision process would be to

A) identify her need.
B) search for information about cars.
C) evaluate alternatives.
D) purchase a new car.
E) assess her satisfaction with the car she purchased.
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31
The greater the discrepancy between a consumer's ________, the greater the consumer's need recognition will be.

A) financial risk and performance risk
B) search for alternatives and alternatives found
C) needy state and desired state
D) universal set and evoked set
E) external and internal information search
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32
Generally, people buy one product or service instead of another because they

A) want to get the lowest price possible.
B) perceive it to be the better value for them.
C) prefer to avoid doing extended problem solving.
D) have conducted a thorough internal search for information.
E) are unaware of key determinant attributes.
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33
A key to successful marketing is determining how to meet the correct balance of ________ needs that best appeals to the firm's target markets.

A) functional and social
B) postpurchase and prepurchase
C) safety and situational
D) psychological and physiological
E) functional and psychological
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34
The greater the discrepancy between a consumer's needy state and the desired state, the greater the

A) time required to satisfy the need.
B) effort consumers will invest in searching for alternatives.
C) consumer's need recognition will be.
D) size of the universal set will be.
E) breadth of the external information search.
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35
Jason usually buys Nike shoes, so when his friend asked him what shoes he should buy, he said Nike without thinking about it. Jason's response was an evoked set.
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36
Kelly recognized her old, rusty car had seen its last mile. When she began searching for a new car to replace it, she relied on both ________ sources of information.

A) biased and unbiased
B) compensatory and noncompensatory
C) general and specific
D) psychological and functional
E) internal and external
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37
When Brandon decided he needed a new car, he immediately called his old college roommate, who owns a BMW dealership, to ask questions about options and financing. Brandon was searching for information from

A) an external source.
B) an internal locus of control.
C) a reference source.
D) an internal source.
E) a situational factor group.
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38
The consumer buying process begins when

A) a consumer enters a store.
B) consumers' functional needs are greater than their psychological needs.
C) a consumer's performance risk is minimized.
D) a consumer recognizes an unsatisfied need.
E) learning follows perception.
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39
Upscale men's and women's clothing stores like Nordstrom, Neiman Marcus, or Saks Fifth Avenue are more likely to appeal to consumers' ________ needs.

A) functional
B) postpurchase
C) safety
D) psychological
E) situational
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40
The consumer decision process model represents

A) the concept of habitual decision making.
B) the retrieval of an evoked set based on physiological needs.
C) the steps that consumers go through before, during, and after making purchases.
D) the shift from an internal to an external locus of control.
E) the types of decisions all consumers must make.
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41
Elena is in the process of buying a new flatscreen. There are many possible flatscreens to choose from, but she is focused on a few she would actually consider buying. These make up her ________ set.

A) universal
B) retrieval
C) immediate
D) evoked
E) focus
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42
Jonathan prefers shirts made with 100 percent cotton, but he will sometimes buy shirts with less cotton if they are less expensive. Jonathan uses ________ to decide which shirts to buy.

A) a compensatory decision rule
B) a noncompensatory decision rule
C) habitual decision making
D) social factors
E) temporal factors
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43
André was afraid his new condominium would look shabby to his future in-laws, so he had it painted just before their visit. André was addressing his ________ risk.

A) social
B) financial
C) performance
D) psychological
E) physiological
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44
Kathy has naturally curly hair and has often been disappointed with the haircuts she has received. When she moved to a new town, she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut. She chose to spend considerable effort finding a new hair stylist based on the ________ associated with her purchase decision.

A) evoked set
B) reference group
C) physiological risk
D) performance risk
E) financial risk
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45
When Magda decided to buy a new computer, she considered all the brands she could recall seeing advertised. This represents Magda's ________ set.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
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46
Andrea and Karl got married a year ago and are ready to move out of their apartment and into a new home. After looking at several houses, they have developed a list of features that are important to them and that are different among the homes they have visited. The features on their list are called

A) an evoked set.
B) determinant attributes.
C) short lists.
D) perceived risk factors.
E) trade-off elements.
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47
Once consumers have recognized a need, they begin to search for ways to satisfy that need. The internal search is characterized by

A) searching a company's website.
B) examining personal memories and knowledge.
C) reading consumer reviews.
D) consulting close friends and families.
E) analyzing brand advertising.
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48
________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.

A) Retrieval
B) Financial
C) Social
D) Determinant
E) Safety/performance
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49
The Wall Street Journal provides a set of guidelines each year for purchasing a laptop computer. The guidelines include recommendations for hard disk capacity, memory size, battery life, and several other attributes. The Wall Street Journal is providing consumers with

A) an evoked set.
B) psychological needs.
C) social concerns.
D) evaluative criteria.
E) biased information.
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50
Jordana is a travel agent. Whenever she sells an expensive vacation package, she encourages the customer to buy travel insurance, which provides reimbursement in case of trip cancellation due to illness or another emergency. Jordana is trying to reduce her customers' ________ risk.

A) psychological
B) financial
C) performance
D) social
E) physiological
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51
Peter wanted an unbiased source of information to help him decide what brand of appliances to buy for his new condominium. Peter would most likely search for information from

A) the Sears catalog.
B) the Consumer Reports website.
C) the local Better Business Bureau.
D) the website for Best Buy
E) Psychology Today magazine.
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52
Before flying, Jaden researches the types of planes the airline uses, scans the plane for defects as it taxis up to the terminal, and follows the pilot and crew as they come through the airport. He has no experience as a pilot or airplane mechanic. Jaden probably has a misguided sense of his

A) postpurchase dissonance.
B) locus of control.
C) reference group identification.
D) attribute sets.
E) social risk.
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53
Ryan believes he is responsible for his actions, and he will conduct extensive searches before making a purchase. Michael's favorite phrase, when confronted by the need to make a decision, is "Whatever." In marketing terms, Ryan is said to have a(n) ________ and Michael, a(n) ________.

A) personal-accountability approach; laissez-faire approach
B) formal search function; casual search function
C) increased search anxiety; decreased search anxiety
D) internal locus of control; external locus of control
E) focused sense of information; unfocused sense of information
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54
Dawn flies regularly between Atlanta and Los Angeles. She almost always uses Delta Airlines and has lots of Delta Sky Miles credit (Delta's frequent-flyer program). Still, she uses an online fare comparison website each time to see if a competitor has a better price or a more convenient schedule. Dawn uses ________ to decide which airline to fly.

A) a compensatory decision rule
B) a noncompensatory decision rule
C) habitual decision making
D) social factors
E) temporal factors
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55
When Maya decided to buy a new computer, she thought about all the brands she could recall seeing advertised, but when she visited her local Best Buy, she limited her search to only those brands she would consider buying. This represents Maya's ________ set.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
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56
Consumers consider universal, retrieval, and evoked sets during which stage of the consumer decision process?

A) need recognition
B) postpurchase evaluation
C) information search
D) situational analysis
E) evaluation of alternatives
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57
Marketers particularly want their brands and products to be in consumers' ________ sets.

A) universal
B) retrieval
C) evoked
D) deterministic
E) behavioral
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58
Every year before he puts his boat in the water, James has his mechanic put a new battery in the boat. James is most likely concerned with ________ risk.

A) psychological
B) financial
C) performance
D) social
E) physiological
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59
Every time Katie wants to eat salad for lunch, she and her friends go to Sweet Tomatoes, but if she's craving dessert, she heads straight to The Cheesecake Factory. In making these choices, she relies on a(n)

A) perceived benefits analysis.
B) external locus of control.
C) exceptional marketing campaign.
D) external source of information.
E) internal search for information.
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60
In the consumer decision process, we decide how much time and effort to expend searching for information based partly on ________ associated with the product or service being considered.

A) postpurchase dissonance
B) the alternative evaluation process
C) the degree of perceived risk
D) the results of habitual decision making
E) the results of the external search
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61
Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to

A) get themselves into the universal set.
B) reduce the cost of postpurchase advertising.
C) minimize negative word of mouth and rumors.
D) extend decision rules to the customer complaint desk.
E) offset performance risk with financial risk.
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62
Western visitors to the Indonesian island of Bali are often aghast when they see the swastika symbol etched above the entrances of some of its temples and homes. Westerners associate the swastika symbol with Nazi Germany while the Balinese associate the symbol with divinity and spirituality. These different associations are based on different

A) lifestyles.
B) ethics.
C) perceptions.
D) attitudes.
E) motives.
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63
Negative attitudes are typically difficult for marketers to change because

A) most consumers' attitudes depend on prices.
B) consumers weigh performance risk against functional needs when assessing their attitudes.
C) attitudes are learned and long lasting.
D) attitudes shift consumers from limited to extended problem-solving situations.
E) consumers' attitudes are derived from unchanging decision rules.
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64
Marketers frequently design customer relationship management programs to

A) retain loyal customers.
B) attract consumers who have safety needs.
C) reinforce postpurchase cognitive dissonance.
D) increase internal information search.
E) improve profit margins.
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65
Many teenagers have clothes they purchased in the past that they "would not be caught dead in" today. When they occasionally see those clothes hanging in the backs of their closets, these teenagers probably feel

A) cognitive bias.
B) postpurchase cognitive dissonance.
C) psychological risk.
D) need recognition.
E) physiological risk.
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66
Among the factors affecting the consumer decision-making process is the way consumers spend their time and money to live, otherwise known as

A) lifestyle.
B) conspicuous consumption.
C) the demonstration effect.
D) external validation.
E) life standards.
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67
Christopher bought Timberland boots because he felt they were perfect for his outdoor activities. Patrick bought the same kind of boots because he liked the image they conveyed. The psychological factor driving Patrick's behavior is

A) functional need.
B) lifestyle.
C) his universal set.
D) learning.
E) his evoked set.
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68
Apple computer users tend to like the company and love its products. Apple has nurtured this ________ component of its customers' attitudes.

A) social
B) affective
C) psychological
D) cognitive
E) physiological
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69
Learning refers to a change in a person's thought process or behavior that arises from

A) attitudes.
B) experience.
C) risk analysis.
D) cultural norms.
E) postpurchase dissonance.
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70
After Sharon graduated from college, she found a steady and good-paying job, got married, started to raise a family, and began to receive recognition at work and in the community. Eventually, she began to devote more time and effort to intellectual and aesthetic pursuits. Sharon is advancing to which category on Maslow's Hierarchy of Needs?

A) self-fulfillment
B) self-esteem
C) self-confidence
D) self-actualization
E) self-care
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71
Stuart wanted to impress Janet with the perfect engagement ring. He had been saving money for months, and he noticed his attitudes and perceptions about diamond rings changing as he began paying attention to ads for rings. Marketers call this process

A) consumer confidence building.
B) self-actualization.
C) perception construction.
D) prepurchase dissonance.
E) learning.
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72
Maslow's hierarchy of needs includes physiological needs at the bottom-most level of the pyramid and self-actualization at the top-most level. The three levels in between are

A) material goods, safety, and love.
B) community, family, and self.
C) safety, stability, and striving.
D) health, wealth, and happiness.
E) safety, love, and esteem.
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73
There are approximately 1 billion people living in India. Only about 200 million of these people earn more than the equivalent of $1,000 per year. According to Maslow's hierarchy, most of the other 800 million Indian consumers are primarily addressing their ________ needs.

A) social
B) personal
C) psychological
D) esteem
E) physiological
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74
Marketers fear negative word of mouth because when consumers are dissatisfied, they

A) are less likely to say something than when they are satisfied.
B) often want to complain to many people.
C) buy more of the product to prove they were correct in their criticism.
D) often file a lawsuit.
E) don't buy any of the company's other products.
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75
A(n) ________ is a need or want strong enough to cause a person to seek satisfaction.

A) locus of control
B) motive
C) attitude
D) perception
E) learning curve
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76
Though he has never owned a Jaguar, Jerry thinks that Jaguar vehicles are poorly made and have many mechanical problems. For Jaguar to sell Jerry a car, the company would need to change the ________ component of Jerry's attitude.

A) social
B) affective
C) functional
D) cognitive
E) physiological
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77
Jordana travels a lot for work and is looking to buy a carry-on bag that fits size and weight regulations. Although she has looked at several brands, she refuses to buy a bag that cannot also fit underneath the seat in front of her. Jordana is basing her decision on

A) a compensatory decision rule.
B) a noncompensatory decision rule.
C) habitual decision making.
D) social factors.
E) temporal factors.
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78
Postpurchase cognitive dissonance is especially likely for products that are

A) cheap, poorly made, and made of plastic.
B) personally valuable, antique, or foreign-made.
C) simple, easily copied, and new.
D) psychologically soothing, purchased impulsively, and part of a consumer's evoked set.
E) expensive, infrequently purchased, or associated with high levels of risk.
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79
Marketers are particularly interested in postpurchase behavior because it

A) involves both compensatory and noncompensatory consumers.
B) offers insights into information search methods.
C) avoids situational conflicts.
D) involves actual rather than potential customers.
E) involves both actual and potential customers.
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80
Sometimes consumers have second thoughts after buying goods that are expensive, infrequently purchased, or associated with a high level of risk. This is an especially critical time for marketers, as their customers are dealing with

A) criteria reevaluation.
B) buyer's remorse.
C) competitive leverage.
D) purchase uncertainty.
E) consumer vulnerability.
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