Deck 5: Consumer and Business Behaviour

Question 1

The five major stages of the consumer decision-making process, in order, are:

A)information search, establishment of product criteria, evaluation of alternatives, purchase and post-purchase evaluation.
B)problem recognition, information search, evaluation of alternatives, purchase and post-purchase evaluation.
C)problem recognition, information search, evaluation of alternatives, post-purchase evaluation and purchase.
D)information search, evaluation of alternatives, purchase, trial adoption period and post-purchase evaluation.
E)problem recognition, purchase, evaluation of alternatives, post-purchase evaluation and rebuy.

Answer 1

B

Question 2

Which of the following statements about the consumer decision-making process is true?

A)Consumers progress through the five stages of this process for all limited problem-solving decisions.
B)Although all of the steps in the process are used in all decision processes, the order tends to depend on the customer's level of involvement.
C)The key element of the process that exists in all consumer decision-making processes is the purchase of the product.
D)Once the purchase of a product has been made, the consumer decision-making process is complete.
E)Consumers making limited problem-solving decisions may not go through all five steps of the process.

Answer 2

E

Question 3

When consumers focus on communication with friends and relatives in their information searches, they are using __________ sources.

A)internal
B)personal
C)marketer-dominated
D)direct
E)organisational

Answer 3

B

Question 4

Within the information search step of the consumer decision-making process, what two primary aspects exist?

A)Personal information and non-personal information
B)Selective retention and selective distortion
C)Internal search and external search
D)Company-produced information and internal information

Question 5

In the consumer decision-making process, the information search stage:

A)yields a group of brands that a buyer views as possible alternatives.
B)involves a buyer becoming aware of the need for a product.
C)is not necessary when the buyer is involved in extensive decision making.
D)occurs immediately after evaluation of alternatives.
E)is lengthy for routine response buying behaviour.

Question 6

In what ways does an individual's personality affect his or her buying behaviour?

Question 7

When Janine goes to the first class of her International Marketing course, she finds out that in addition to the textbook she has already purchased, she will need a copy of the book The European Union.At which stage of the consumer decision-making process is Janine?

A)Purchase
B)Evaluation of alternatives
C)Problem recognition
D)Information search
E)Pre-purchase evaluation

Question 8

Why are consumer attitudes an important issue for marketers to study? Can attitudes be changed easily by marketers? Explain.

Question 9

During the evaluation of alternatives stage of the consumer decision-making process, framing most likely influences the decision process of __________ buyers.

A)younger
B)older
C)wealthier
D)veteran
E)inexperienced

Question 10

Draw and label the consumer decision-making process and include the possible influences on the process.

Question 11

What can marketers do to reduce cognitive dissonance in a consumer who has just purchased an expensive product?

Question 12

Discuss how perceptual processes may influence the consumer decision-making process.

Question 13

Discuss how reference groups and opinion leaders influence purchase behaviour.

Question 14

What are the four reasons that marketers strive to understand consumer behaviour?

Question 15

Identify and describe the five major categories of situational influences.

Question 16

Compare and contrast the three major types of consumer problem-solving processes.

Question 17

When Amy realises her supply of alcohol was consumed at last weekend's party, she first retrieves information from her memory about what types of alcohol she and her friends like most and then asks the clerk at the store what he would recommend.Amy started with a(n) __________ search and then progressed to a(n) __________ search.

A)consideration; evaluative
B)focused; broad
C)internal; external
D)routinised; extended
E)self; inclusive

Question 18

When shopping for detergent, Katherine looks at Omo, Surf and Earth Choice.She chooses the one that is on sale.These three brands make up her __________ set.

A)alternate
B)purchase
C)evoked
D)problem
E)imposed

Question 19

Evaluative criteria for brands within the evoked set are both:

A)selective and expansive.
B)objective and subjective.
C)internal and external.
D)extended and routinised.
E)perceptive and selective.

Question 20

Marketers strive to understand consumer behaviour because gaining a better understanding of the factors that affect consumer behaviour means marketers better understand:

A)how consumers will respond to marketing strategies.
B)why consumers always want to purchase the cheapest item.
C)why consumers do not respond to marketing strategies.
D)why companies do not need to create a successful marketing mix.
E)which consumers only purchase green brands.

Question 21

An unplanned buying behaviour resulting from a powerful urge to buy something immediately is called:

A)impulse buying.
B)habitual buying.
C)compulsive response behaviour.
D)non-problem solving.
E)cognitive dissonance.

Question 22

Which of these would a marketer not consider when studying the psychological influences of a consumer purchase decision?

A)Attitudes towards a product
B)Learning challenges of using a new product
C)Family influences on purchase behaviour
D)Lifestyles that influence consumption
E)Purchase motives

Question 23

After doing considerable shopping, Emily has just decided what brand of shoes she will buy for her graduation ceremony.She has also decided where she's going to buy them.In what stage of the consumer decision-making process is Emily?

A)Problem recognition
B)Information search
C)Evaluation of alternatives
D)Purchase
E)Post-purchase evaluation

Question 24

Consumers purchasing high-involvement products most commonly use:

A)routinised response behaviour.
B)limited problem solving.
C)routine problem solving.
D)extended problem solving.
E)impulse purchasing.

Question 25

According to consumer behaviour analysts, when a person's interest in a particular product category is ongoing and long term, it is described as:

A)situational involvement.
B)routinised response behaviour.
C)enduring involvement.
D)limited problem solving.
E)low involvement.

Question 26

Which purchase would most likely require a consumer to use extended problem solving?

A)Audio equipment
B)Shaving cream
C)Cereal
D)Toilet paper
E)Petrol

Question 27

__________ is characterised by temporary and dynamic factors that result from a particular set of circumstances that a consumer faces when making purchase decisions.

A)Enduring involvement
B)Extended problem solving
C)Selective exposure
D)Situational involvement
E)Selective retention

Question 28

The five categories of situational influences are:

A)product involvement level, physical surroundings, social surroundings, time perspective and purchase reason.
B)antecedent states, physical surroundings, social surroundings, time perspective and space dimensions.
C)social surroundings, physical surroundings, time pressures, purchase reason and lifestyles.
D)reason for purchase, time perspective, social surroundings, physical surroundings and the buyer's momentary mood and condition.
E)store atmosphere, location, aromas, sounds and lighting.

Question 29

Which consumer purchase would most likely require limited problem solving?

A)A new and improved version of a previously purchased product
B)An infrequently bought product
C)An expensive product purchase
D)A high-involvement product purchase
E)The purchase of an unfamiliar product

Question 30

In contrast to extended problem solving, routinised response behaviour requires:

A)careful deliberation before making a choice.
B)less information about products.
C)more time.
D)considerable thought.
E)more money.

Question 31

The primary psychological influences on consumer behaviour are:

A)perception, motives, learning, attitudes, personality and lifestyles.
B)attitudes, perception, retention, exposure, roles and lifestyles.
C)attitudes, perception, social class, culture and learning.
D)perception, motives, reference groups, social class and personality.
E)lifestyles, personality, perception, motives, attitudes and culture.

Question 32

After purchasing a new Lexus, Carl sees a Mercedes-Benz pass by on the street and begins to wonder if he made the right choice.Carl is experiencing:

A)problem recognition.
B)cognitive dissonance.
C)internal search.
D)alternative evaluation.
E)framing.

Question 33

Many aspects of consumer buying decisions are affected by the individual's level of involvement.Level of involvement is:

A)the importance and degree of interest in a product in a particular situation.
B)the buyer's perception, motives and abilities.
C)the amount of external search that an individual puts into the decision making process.
D)the particular circumstance or environment in which consumers find themselves.
E)a combination of an individual's demographic factors.

Question 34

Gillian goes to Target to purchase school supplies for her two children.As she is approaching the check-out, she sees a vase she just has to have and buys it immediately.Gillian's purchase of the vase is an example of:

A)limited problem solving.
B)impulse buying.
C)routinised response behaviour.
D)addictive consumption.
E)situational involvement.

Question 35

Dylan is purchasing his third car in the past four years.He has been a car enthusiast ever since he was young.He likes to spend his free time looking at car magazines, going to car shows and watching Top Gear.Dylan's interest in cars is referred to as:

A)situational involvement.
B)dynamic involvement.
C)enduring involvement.
D)dynamic buying behaviour.
E)situational buying behaviour.

Question 36

__________ are situational influences that include the characteristics and interactions of others who are present when a purchase decision is being made, such as friends, relatives and salespeople.

A)Physical surroundings
B)Social surroundings
C)Purchase reasons
D)Pressures created by time factors

Question 37

While shopping at the supermarket, Tina sees a display of her favourite brand of diet cola.She buys a 2-L bottle to take home for the weekend.This purchase process would be described as:

A)routinised response behaviour.
B)extended problem solving.
C)limited problem solving.
D)situational perception.
E)enduring involvement.

Question 38

Doubts in a buyer's mind about whether the purchase decision made was the right one may occur during the:

A)purchase.
B)evaluation of alternatives.
C)internal search.
D)post-purchase evaluation.

Question 39

Brian makes an appointment to visit with a new dermatologist to determine whether he should have several moles on his neck removed.When he arrives at the dermatologist's office, Brian notices a foul odour in the air, worn floor coverings, cluttered rooms with peeling paint and poor lighting.While Brian viewed the dermatologist as competent, Brian decided not to have the moles removed even though the dermatologist recommended removal.Which situational influences most likely affected Brian's decision?

A)Social surroundings
B)Customer's momentary mood and condition
C)Time pressures
D)Purchase reasons
E)Physical surroundings

Question 40

The three major categories of influences on the consumer decision-making process are:

A)situational influences, demographic influences and psychological influences.
B)social influences, situational influences and marketer-dominated influences.
C)demographic influences, situational influences and marketer-dominated influences.
D)situational influences, social influences and psychological influences.
E)marketer-dominated influences, psychological influences and person-specific influences.

Question 41

Psychological influences __________ determine people's general behaviour and therefore influence their behaviour as consumers.

A)greatly
B)partly
C)hardly
D)rarely
E)always

Question 42

__________ refers to changes in a person's thought processes and behaviour caused by information and experience.

A)Motive
B)Self-concept
C)Learning
D)Attitude
E)Lifestyle

Question 43

When organising perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement.This principle is called:

A)interpretation.
B)completion.
C)distortion.
D)closure.
E)linking.

Question 44

Roy Morgan's 10 values segments include:

A)basic needs, a great deal, traditional family life, alternate family life, socialite, searching, green, young optimism, visible achievement and socially aware.
B)egotistical, minimiser, traditional family life, conventional family life, conservationist, socialite, something better, young optimism, visible achievement and socially aware.
C)basic needs, a cheap deal, traditional family life, conventional family life, look at me, green, socialite, young optimism, visible achievement and socially aware.
D)basic needs, a fairer deal, traditional family life, conventional family life, look at me, something better, real conservatism, young optimism, visible achievement and socially aware.
E)physiological, esteem, safety, self-actualisation, psychological, deprivation, anxiety, need, perform and grief.

Question 45

An attitude is:

A)an internal trait that makes a person unique.
B)a set of actions that a person in a particular position is supposed to perform.
C)a competence in performing activities.
D)a person's behaviour caused by information and experience.
E)one's evaluation, feelings and behavioural tendencies towards an object or idea.

Question 46

Assignment of meaning to organised information inputs is called:

A)motivation.
B)redefinition.
C)learning.
D)interpretation.
E)selection.

Question 47

Consumers who have achieved their career goals and are confident in their abilities and position are part of which lifestyle segment?

A)Young optimism
B)Conservationists
C)Visible achievement
D)Socially aware
E)Real conservatism

Question 48

The actions and activities associated with a position one holds within a group, organisation or institution constitute:

A)personality.
B)a role.
C)a motive.
D)perception.
E)an attitude.

Question 49

Marion reads through the newspaper fashion flyers containing advertisements for sweaters from Polo, wallets from Strandbags and athletic shoes from Foot Locker.She remembers only the shoe ad, thanks to the recent hole in her own ASICS.Marion has engaged in selective:

A)distortion.
B)decision making.
C)analysis.
D)retention.
E)reading.

Question 50

In the process of perception, individuals receive sensations through sight, sound, taste, smell and hearing.These sensations are called:

A)selective inputs.
B)olfactory receptors.
C)information inputs.
D)perceptual motives.
E)psychological influences.

Question 51

A salesperson at Officeworks tells Samuel that the Sony netbook is one of the most reliable netbooks ever made.Samuel, however, has just heard about a second recall for the Sony model he was shown.His most likely response will be to:

A)buy the Sony.
B)forget the information from the salesperson.
C)ignore the recall as a fluke.
D)focus on positive aspects of the Sony.
E)cease shopping for a computer netbook at this time.

Question 52

Children often achieve __________ by observing parents and older siblings in purchase situations and then through their own purchase experiences.

A)consumer socialisation
B)personality
C)role identification
D)social class
E)attitude formation

Question 53

If consumers receive information that is inconsistent with their beliefs, they may alter this information.This perceptual process is known as selective:

A)exposure.
B)distortion.
C)retention.
D)information.
E)organisation.

Question 54

Buyers' actions are affected by one or more internal energising forces geared towards satisfying needs, which are called:

A)motives.
B)lifestyles.
C)perceptions.
D)attitudes.
E)traits.

Question 55

An individual's current set of needs affects which inputs will reach a level of awareness in that consumer.This phenomenon is called:

A)selective distortion.
B)selective retention.
C)selective information.
D)selective perception.
E)selective exposure.

Question 56

Perception is a three-step process that involves:

A)motivation, personality and attitudes.
B)classifying, recording and eliminating information received through the senses.
C)collecting, eliminating and organising information inputs.
D)selecting, organising and interpreting information inputs.
E)anticipating, classifying and discarding information inputs.

Question 57

The forces that other people exert on an individual's buying behaviour are called social influences.These come from reference groups and opinion leaders, social classes, culture and subcultures, roles and:

A)ethnic heritage.
B)personality.
C)attitudes.
D)perception.
E)family.

Question 58

After seeing advertisements for whitening toothpaste, Joanna feels that her teeth are not white enough.Marketers promote these brands based on __________ and appeal to perception or view of oneself.

A)self-concept
B)lifestyle
C)learning
D)motives
E)social

Question 59

Which statement about how a consumer organises inputs that reach awareness is most accurate?

A)Inputs are organised by individuals to produce meaning, and this organisational process is usually slow.
B)Organisation of information inputs is not always needed to produce meaning.
C)Inputs that reach awareness are organised and interpreted in much the same way by all consumers.
D)Because a person interprets information in terms of what is familiar, only one interpretation of organised inputs is possible.
E)Inputs are organised to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

Question 60

After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual:

A)organisation.
B)attention.
C)retention.
D)interpretation.
E)redefinition.

Question 61

Use the following to answer questions
Both the Toyota Sienna and the Nissan Quest are very popular choices for family vans.Toyota noticed that the majority of its customers are families with three or more children, so they developed commercials featuring larger families.They also produced commercials with Anglo-looking actors.
Alicia Smith and her husband, Tony, are currently shopping for a van for their family.As Alicia watched an advertisement on TV about the Nissan Quest, she noticed that the Nissan costs about $27 000 and offers fuel consumption of about 17 km/litre.She recalled an earlier ad for the Toyota Sienna, which also costs about $27 000, but it offers fuel consumption of about 21 km/litre.Also, Alicia liked the way the family was portrayed in the Toyota ad, with the children in the back seats having plenty of room, watching DVDs and having their own sound controls.
When Alicia spoke to Tony about how much she liked the Toyota van, he replied that the fuel consumption was too high at 16 km/litre.Because Alicia did not agree with that number, he produced a magazine ad that supported his claim of the 16 km/litre for the Toyota.Alicia could not believe that she had made such an error in hearing what the fuel consumption was for the Toyota.
Toyota's production of commercials featuring Anglo actors is an example of marketing to:

A)cultural self-concepts.
B)social classes.
C)subcultures.
D)roles.
E)social strata.

Question 62

Which of the following statements regarding social class is true?

A)A social class is a closed aggregate of people with similar social ranking.
B)A social class is an open aggregate of people with similar social ranking.
C)A social class is a ranking of people by other members of society into positions of social respect.
D)A social class is an open aggregate of people with different social rankings.

Question 63

Use the following to answer questions
Both the Toyota Sienna and the Nissan Quest are very popular choices for family vans.Toyota noticed that the majority of its customers are families with three or more children, so they developed commercials featuring larger families.They also produced commercials with Anglo-looking actors.
Alicia Smith and her husband, Tony, are currently shopping for a van for their family.As Alicia watched an advertisement on TV about the Nissan Quest, she noticed that the Nissan costs about $27 000 and offers fuel consumption of about 17 km/litre.She recalled an earlier ad for the Toyota Sienna, which also costs about $27 000, but it offers fuel consumption of about 21 km/litre.Also, Alicia liked the way the family was portrayed in the Toyota ad, with the children in the back seats having plenty of room, watching DVDs and having their own sound controls.
When Alicia spoke to Tony about how much she liked the Toyota van, he replied that the fuel consumption was too high at 16 km/litre.Because Alicia did not agree with that number, he produced a magazine ad that supported his claim of the 16 km/litre for the Toyota.Alicia could not believe that she had made such an error in hearing what the fuel consumption was for the Toyota.
The fact that Alicia remembered the fuel consumption of the Toyota Sienna incorrectly is most likely an example of:

A)selective expression.
B)selective retention.
C)perceptual extension.
D)perceptual bias.
E)selective distortion.

Question 64

Consumer behaviour refers to the decision processes, purchasing and consuming acts of end-user consumers and those consumers who purchase products for personal or household consumption.

Question 65

During the evaluation of alternatives stage of the consumer decision-making process, buyers select the seller from whom they will purchase the product.

Question 66

An opinion leader is likely to be most effective under all of the following conditions except when:

A)the follower has high product involvement.
B)the follower has low product knowledge.
C)the follower has values and attitudes similar to the opinion leader.
D)the product details are numerous and complicated.
E)the follower has attitudes and values that differ from the opinion leader's.

Question 67

Use the following to answer questions
Both the Toyota Sienna and the Nissan Quest are very popular choices for family vans.Toyota noticed that the majority of its customers are families with three or more children, so they developed commercials featuring larger families.They also produced commercials with Anglo-looking actors.
Alicia Smith and her husband, Tony, are currently shopping for a van for their family.As Alicia watched an advertisement on TV about the Nissan Quest, she noticed that the Nissan costs about $27 000 and offers fuel consumption of about 17 km/litre.She recalled an earlier ad for the Toyota Sienna, which also costs about $27 000, but it offers fuel consumption of about 21 km/litre.Also, Alicia liked the way the family was portrayed in the Toyota ad, with the children in the back seats having plenty of room, watching DVDs and having their own sound controls.
When Alicia spoke to Tony about how much she liked the Toyota van, he replied that the fuel consumption was too high at 16 km/litre.Because Alicia did not agree with that number, he produced a magazine ad that supported his claim of the 16 km/litre for the Toyota.Alicia could not believe that she had made such an error in hearing what the fuel consumption was for the Toyota.
Because Alicia and Tony are using fuel consumption as one of their evaluative criteria, they are most likely in the __________ phase of the consumer buying process.

A)problem recognition
B)external search
C)evaluation of alternatives
D)purchase
E)post-purchase

Question 68

Market researchers for a local bakery determined that Christians consume 63 per cent of the hot cross buns sold in Sydney.This is an example of __________ influence on consumer decision-making processes.

A)demographic
B)situational
C)subcultural
D)role
E)social class

Question 69

__________ software that creates an interface that enables users to add or edit the content of some types of websites.

A)Blogs are
B)The Internet is
C)Wikis are
D)Email is

Question 70

Use the following to answer questions
When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
Positive feelings generated by satisfaction with Skola's response will become part of Steve's:

A)personality.
B)motives.
C)social class
D)role.
E)attitude.

Question 71

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

Question 72

Use the following to answer questions
When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
The change in Steve's behaviour towards Skola's Auto Repair, which was caused by the company's response to his complaint, is a function of:

A)perception.
B)motivation.
C)attitude.
D)learning.
E)influence.

Question 73

When evaluating the alternatives, a buyer rates and eventually ranks the brands in the evoked set.

Question 74

The Australian youth subculture is primarily about interacting with others of a similar:

A)age.
B)class.
C)interests.
D)culture.
E)education.

Question 75

Use the following to answer questions
When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
A dissatisfied Skola's Auto Repair customer told a friend about his experience.The friend is a long-time Skola's customer and, the next day, did not remember what her friend had told her.This is an example of:

A)perceptive perception.
B)selective exposure.
C)selective distortion.
D)receptive exposure.
E)selective retention.

Question 76

Once completed, an information search should identify the one brand that the buyer views as the best alternative.

Question 77

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

Question 78

The evaluative criteria are objective product characteristics that are important to a specific buyer when purchasing a product.They are not subjective.

Question 79

Use the following to answer questions
When making purchasing decisions, consumers use information from many sources, including friends and family members.One of the most dissatisfying consumer experiences is with auto repair.Aware of this, Karla has asked several of her friends and family members where they have their cars repaired.She has trouble starting her car starting when the weather is cold.Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment.However, one of her friends, Steve, had a very poor experience with Skola's.When he complained to them, they immediately fixed the situation, and now he prefers their auto shop over others.
The type of problem solving that consumers use to select an auto repair shop would normally be:

A)intensive problem solving.
B)extended problem solving.
C)routinised response behaviour.
D)selective problem solving.
E)limited problem solving.

Question 80

Use the following to answer questions
Both the Toyota Sienna and the Nissan Quest are very popular choices for family vans.Toyota noticed that the majority of its customers are families with three or more children, so they developed commercials featuring larger families.They also produced commercials with Anglo-looking actors.
Alicia Smith and her husband, Tony, are currently shopping for a van for their family.As Alicia watched an advertisement on TV about the Nissan Quest, she noticed that the Nissan costs about $27 000 and offers fuel consumption of about 17 km/litre.She recalled an earlier ad for the Toyota Sienna, which also costs about $27 000, but it offers fuel consumption of about 21 km/litre.Also, Alicia liked the way the family was portrayed in the Toyota ad, with the children in the back seats having plenty of room, watching DVDs and having their own sound controls.
When Alicia spoke to Tony about how much she liked the Toyota van, he replied that the fuel consumption was too high at 16 km/litre.Because Alicia did not agree with that number, he produced a magazine ad that supported his claim of the 16 km/litre for the Toyota.Alicia could not believe that she had made such an error in hearing what the fuel consumption was for the Toyota.
Tony's knowledge of the correct fuel consumption is an example of the __________ component of his attitude towards the Toyota, while Alicia's feelings about the children in the commercial being happy in the Toyota van were an example of the __________ component of her attitude.

A)cognitive; affective
B)cognitive; behavioural
C)affective; cognitive
D)affective; behavioural
E)behavioural; affective