Deck 4: Customer Buying Behavior

Question 1

When products are purchased to satisfy psychological needs,utilitarian characteristics are less important.

Answer 1

True
Explanation: Utilitarian needs are typically shop for in a more deliberate and efficient manner in order to accomplish the specific task.Hedonic needs satisfy psychological needs.

Question 2

A reference group is one or more persons who use feelings or behaviors as a basis of comparison for beliefs.

Answer 2

True
Explanation: Reference groups influence consumers which they then in turn will influence their purchasing.

Question 3

_________ needs are directly related to accomplishing a specific task.

A)Motivational
B)Utilitarian
C)Physiological
D)Social
E)Psychological

Answer 3

B
Explanation: Utilitarian needs are typically shop for in a more deliberate and efficient manner in order to accomplish the specific task.

Question 4

When a customer is loyal to a store,they are involved in habitual decision making.

Question 5

For parents,back to school supply shopping needs are best described as:

A)gratifying
B)hedonic
C)emotional
D)utilitarian
E)stimulating

Question 6

Which stage of the buying process is most likely to be affected by a TV commercial demonstrating the affects of anti-aging cream?

A)Choice of alternatives
B)Information search
C)Need recognition
D)Post-purchase satisfaction
E)Evaluation of consideration sets

Question 7

While eating may satisfy a functional need,Lucia's Italian Restaurant features gurgling fountains,live music,Baroque paintings and lush gardens to stroll while you wait.Eating at Lucia's can also satisfy which of the following needs?

A)Physiological
B)Rational
C)Hedonic
D)Social
E)Functional

Question 8

Commuters who speed to work might find it handy to have a radar detector.By owning one of these,a commuter can know when her car was being monitored for speed,and can slow the car accordingly.The radar detector would satisfy a __________ need.

A)psychological
B)motivational
C)utilitarian
D)physiological
E)social

Question 9

The principal need that is satisfied when purchasing a Jaguar automobile is:

A)Physiological
B)Rational
C)Functional
D)Social
E)Hedonic

Question 10

Store advocates are customers who like a store so much that they actively share their positive experiences with friends and family.

Question 11

As disposable income rises,hedonic needs become increasingly less important.

Question 12

After enjoying 17 years with her Chevy Citation,Tracey's mechanic told her that it would cost more to fix the transmission than the car was worth.She decided it was time for a new car.In which stage of the buying process is Tracey involved?

A)Product selection
B)Need recognition
C)Information search
D)Product examination
E)Product purchase

Question 13

Which of the following is NOT a stage in the buying process?

A)Evaluation
B)Making a selection
C)Need recognition
D)Searching for information
E)Desire

Question 14

Making an unplanned purchase is also limited decision making.

Question 15

From a customer's perspective,utilitarian needs are associated with work while hedonic needs are associated with:

A)fun
B)school
C)the home
D)hospitals
E)health

Question 16

What kind of need may be satisfied by shopping and purchasing designer label merchandise?

A)Physiological
B)Hedonic
C)Functional
D)Social
E)Rational

Question 17

The most important reference group is the consumer's family.

Question 18

After years of walking his laundry to the corner Laundromat,Marco was glad to move into an apartment with washer/dryer hookups.He had every intention of purchasing a washer and a dryer within a month.Which of the following needs would the purchase satisfy?

A)Utilitarian
B)Motivational
C)Physiological
D)Psychological
E)Social

Question 19

Which of the following is NOT an approach that retailers can use to stimulate need recognition?

A)have special,eye catching displays
B)have an attractive window display
C)have salespeople suggest new products
D)use a store layout that makes it easy for customers to find what they want to buy
E)have friendly gift wrap attendants

Question 20

The pattern of buying both premium and low-priced merchandise,or patronizing status-oriented retailers and price-oriented retailers is referred to as multi-channel retailing.

Question 21

Which of the following does NOT describe cross-shopping?

A)Consumers show cross-shopping patterns because one store cannot satisfy their often conflicting,multiple needs.
B)Although all cross-shoppers seek value,their perception of values varies across product classes.
C)Cross-shopping arises when consumers make trade-offs between their conflicting needs.
D)Buying patterns of cross-shoppers provide great opportunities for specialty retailers.

Question 22

The imminent approach of Halloween pushes millions of homeowners to go out and purchase candy corn.Halloween stimulates a ______________ which is part of the buying process.

A)choice of alternatives
B)need recognition
C)information search
D)post-purchase satisfaction
E)evaluation of consideration sets

Question 23

Utilitarian needs that are satisfied through shopping include _________.

A)status and power
B)social experience
C)stimulation
D)self-reward
E)accomplishment

Question 24

Manual does not need a new computer;but because he believes that he has an image to uphold as the "company computer guru," he always buys the newest,fastest model of computer as it is released to the public.To Manuel,the purchase of a new computer satisfies a _____ need.

A)physiological
B)rational
C)functional
D)social
E)hedonic

Question 25

An issue of Consumer Reports that evaluates brands of table saws would serve as a source of ______________ as it provides Lewis with useful knowledge about available features,convenience of use,and machine quality.

A)rational information
B)primary data
C)selective data
D)motivational data
E)external information

Question 26

In order to develop a multi-attribute attitude model of its customers,a retailer should gather information about all of these BUT:

A)the alternative stores the customers consider.
B)the benefits customers consider when making their store choices.
C)the importance weights customers attach to the features they consider when choosing a store.
D)customers' belief ratings of each store's performance on the characteristics when selecting a store.
E)the customer's age,education and income levels.

Question 27

What are the two sources of information which consumers use during the information stage of the buying process?

A)Internal and external
B)Primary and secondary
C)Psychological and functional
D)Emotional and rational
E)Motivational and attitudinal

Question 28

A retailer that uses an everyday low pricing (EDLP)policy:

A)relies upon coupons to persuade customers to return to their stores.
B)creates low prices through the use of sales promotions.
C)will invest more in weekly newspaper advertising than supermarkets that use a hi-lo pricing strategy.
D)is attempting to limit the customer information search to the retailer's offering.
E)uses a fluctuating pricing strategy on nonfood items.

Question 29

Jumping out of a plane with Sparky's Skydiving School satisfies the adventure aspect of which need?

A)Hedonic
B)Utilitarian
C)Emotional
D)Thrill-seeking

Question 30

Gabriella searched for copper wire to make hanging candle lanterns out of antique glass canisters.From all of her other crafty projects,she decided she was most likely to find this particular type of wire at Michael's,a large arts and crafts store.Gabriella was relying on a(n)_______________________ source for her buying situation.

A)rational information
B)internal information
C)primary data
D)motivational data
E)selective data

Question 31

The multi-attribute model suggests that a retailer can encourage customers to shop at its store more frequently by:

A)getting its store into the customer's consideration set
B)cross-shopping
C)tightening the assortment
D)postpurchase evaluation

Question 32

Which of the following is NOT true in regards to the amount of information search?

A)The value customers feel they can get from serving versus the cost of searching.
B)Consumers will spend more time searching for information when they have much prior experience with the merchandise category.
C)The value of the search stems from how it improves the customer's purchase decision.
D)The costs of search include both time and money.

Question 33

The multi-attribute attitude model is designed to:

A)predict how a customer will evaluate a store based upon its attributes and how important these attributes are to the customer.
B)forecast inventory needs based on a multiple regression model.
C)segment the target market by examining customers' attributes and determine the store's or product's position in the market.
D)modify preexisting attitudes by providing customers with a list of benefits (attributes)for shopping at a particular store or buying a particular product.
E)shorten the buying process by highlighting the attributes that will most likely affect the buying behavior of the targeted market.

Question 34

The pattern of buying both premium and low-priced merchandise or patronizing both status-oriented retailers and price-oriented retailers is called ____________.

A)cocooning
B)comparison shopping
C)cross-retailing
D)cross utilization
E)cross-shopping

Question 35

Which of the following describes hedonic needs that can be satisfied by shopping?

A)Warmth
B)Hunger
C)Stimulation
D)Cleanliness

Question 36

Which of the following products would most likely require the greatest amount of information search?

A)bag of bird seed
B)minivan for your family
C)package of tofu
D)box of Bran Flakes
E)holiday greeting cards

Question 37

The Internet dramatically reduces the cost of a/an:

A)Choice of alternatives
B)Information search
C)Need recognition
D)Post-purchase satisfaction
E)Evaluation of consideration sets

Question 38

One measure of a retailer's performance is "conversion rate" which can be described as the rate that:

A)the retailer offering both premium and budget products.
B)the retailer switches to more profitable pricing strategies.
C)the retailer convinces customers to no longer shop at their competitor.
D)the retailer has customers who come into a store and purchases something.
E)the retailer transfers products from the distribution center to the store.

Question 39

Calvin loves eating at McDonald's claiming they have the best fries,but when it comes to dessert,he feels he's a cake connoisseur.He will eat cake only at Kaminsky's,where a piece of cake costs $7.00.Calvin's McDonald's and Kaminsky habit demonstrates a behavior called:

A)Cross-shopping
B)Comparison shopping
C)An information search
D)Cross-docking
E)Post-purchase satisfaction

Question 40

Which of the following is NOT true in describing the ways that retailers influence consumers' information search?

A)Use technology to reduce the cost of information search
B)Try to limit the time the customer spends in their store or on their website
C)Limit information search to a retailer's store by providing a very deep assortment of merchandise
D)Use an everyday low pricing strategy for customers not to search for a better price elsewhere

Question 41

Veronica walked into CVS with a headache,and she knew she needed quick pain relief.In the past,she used Advil,an Ibuprofen product.Although there are several other brands containing Ibuprofen,she decides to purchase Advil because it worked for her in the past.What kind of decision-making process did she most likely use when choosing her pain relief?

A)Limited problem solving
B)Complex decision making
C)Extended problem solving
D)Unlimited problem solving
E)Habitual decision making

Question 42

When customers have some prior experience with the product and the risk is minimal,like for the purchase of a new frying pan,they will engage in:

A)Extended problem solving
B)Unlimited problem solving
C)Complex decision making
D)Habitual decision making
E)Limited problem solving

Question 43

Bella is getting married in two months.When she chooses bridesmaids' gowns,her gown,and flowers for the ceremony,she will be using _____________ because she must be sure that the mothers and the groom will approve of her choices.This will not be easy as she has never organized a wedding before.

A)unlimited problem solving
B)extended problem solving
C)complex decision making
D)habitual decision making
E)limited problem solving

Question 44

A purchase decision process in which customers devote considerable time and effort analyzing alternatives is called:

A)Adaptive selling
B)Consumerism
C)Extended problem solving
D)Habitual decision making
E)Limited problem solving

Question 45

Newly offering fair trade products as part of a retailer's multi-attribute model supports the objective of:

A)adding benefits.
B)increasing beliefs about the store's performance.
C)increasing customers' importance weights.
D)lessening the information search process.

Question 46

If you were to ask Roland to recommend a restaurant in Charleston,South Carolina,he would tell you to go to Vendue Range,The French Quarter or California Dreaming.There are obviously many restaurants in Charleston,but these are in Roland's:

A)Segmented market
B)Retail market segment
C)Targeted market
D)Consideration set
E)Consumer attitudinal set

Question 47

While waiting in the check out line at Target,Autumn spotted a nail care kit displayed amongst the candy and batteries.She liked it,so she asked the cashier to add it to her bill.What kind of limited problem solving did Autumn engage in?

A)Extended problem solving
B)Frequent shopper loyalty
C)Impulse buying
D)Habitual decision making
E)Psychological problem solving

Question 48

The Brainchild specializes in educational toys for children.To improve upon benefits which are important to the grandparents it targets,they are now offering senior-citizen discounts,gift wrapping and free-shipping.The Brainchild increases the chances of customer shopping by ____________.

A)decreasing an importance weight
B)increasing a performance belief
C)decreasing the performance belief for competitive retailer
D)adding benefits

Question 49

Customers engage in this type of buying process when they have had some prior experience with the product or service and their risk is moderate:

A)Extended problem solving
B)Habitual decision making
C)Impulsive problem solving
D)Limited problem solving
E)Psychological problem solving

Question 50

Which of the following is the LEAST EFFECTIVE method a retailer may use to increase the chances that its store will be selected for a visit?

A)add a new benefit
B)decrease the performance belief for competing stores in the consideration set
C)increase customer's importance weights
D)focus on improving performance on benefits important to their target market
E)increase the belief about its performance

Question 51

After making sure that its store is in the consumer's consideration set,Tires Plus,a store that specializes in auto maintenance and tires can _____ to increase the chances that the consumer will select its store for a visit.

A)offer free fluid checks with each oil change as a new benefit
B)focus its resources by limiting itself to one advertising medium
C)use a vertical marketing system
D)implement a price skimming strategy

Question 52

Why do people engage in extended problem solving?

A)They do so to avoid too much time and effort in making the decision.
B)They do so because they have little knowledge about the product.
C)They do so to avoid an impulse buy.
D)They do so because retailers influence them by providing so much information.
E)They do so because it is easier than making an inappropriate purchase.

Question 53

Before selecting a store where he can purchase his son's shoes,Lamar evaluated the Athletic Attic,Macy's,Target,Red Goose Shoe Store,and the Shoe Rack.What is the term used to describe these stores that are being evaluated?

A)his targeted market
B)the retail market segment
C)his consideration set
D)retail criterion
E)the consumer attitudinal set

Question 54

What would be a measure of retailers' success at converting positive evaluations into purchases?

A)The number of traffic at a store.
B)The number of visits on a Web site.
C)The number of browsing page on a Web site.
D)The time spent at a store.
E)The number of abandoned carts on a Web site.

Question 55

JCPenney's promotions claim that a person can order gift merchandise online,have it shipped across the country,and the recipient can exchange it at a local store if necessary.By emphasizing these benefits that customers don't normally consider,JCPenney increases the chances of customer shopping at its store by _________.

A)decreasing an importance weight
B)increasing a performance belief
C)decreasing the performance belief for competitive retailer
D)adding a benefit

Question 56

What type of consumer decision-making process will MOST likely result in an impulse buy?

A)Extended problem solving
B)Habitual decision making
C)Impulsive problem solving
D)Limited problem solving
E)Psychological problem solving

Question 57

Which of the following does NOT describe tactics that retailers use to convert positive evaluations of the merchandises or services to purchases?

A)Making a Website easy to navigate.
B)Offering online reviews to reduce perceived risks.
C)Offering liberal return policies.
D)Offering entertaining graphics on a Web site.
E)Offering more checkout lanes during heavy traffic times.

Question 58

What is the set of alternatives the customer evaluates when making a selection?

A)Store demeanor
B)Consideration set
C)Store prerequisites
D)Consumer attitudinal set
E)Performance criteria

Question 59

Which of the following is NOT true in describing changing performance beliefs after getting into the consideration set?

A)A retailer should improve its performance on all benefits.
B)A change in a performance belief about an important benefit should result in a large change in customers' overall evaluations.
C)It is costly for a retailer to improve its performance on all benefits.
D)Retailers must focus on improving their performance on those benefits that are important to customers in their target markets.

Question 60

Even though Miller loves bacon,he is worried about his cholesterol.He is also concerned how eating bacon may affect it.Before deciding to buy lower-fat Oscar-Meyer Bacon,he read the label information on all the various brands of bacon in the meat counter.Miller engaged in:

A)Complex decision making
B)Extended problem solving
C)Habitual decision making
D)Limited problem solving
E)Unlimited problem solving

Question 61

When Terry fed her dog last night,she noticed only one can of Alpo Beef Chunk Dinner remained.Since it was the only kind her aging dog would eat,she stopped at the supermarket on her way home today,and bought a case of Alpo Beef Chunk Dinner dog food.What kind of decision-making process did Terry use to replenish her stock of canned dog food?

A)Unlimited problem solving
B)Extended problem solving
C)Habitual decision making
D)Complex decision making
E)Programmed decision making

Question 62

To effectively sell merchandise,which typically involves impulse purchases,what is the most critical element in the retail mix?

A)Price
B)Merchandise presentation
C)Advertising
D)Customer service
E)Store location

Question 63

Diego began his first job out of college with a consulting firm,and wants to make a good impression upon his supervisors.He noticed the attire of the associates when he interviewed,and he decided to mimic them by wearing power-suits and Italian shoes.What social factor most influences Diego's wardrobe?

A)Culture
B)Reference group
C)Family
D)Peer group
E)Subculture

Question 64

Marilee is a dedicated runner who believes in pampering herself by using the best running equipment available.Every six months,Marilee goes to her local sporting goods store and buys one dozen pairs of white Nike 100 percent short cotton socks.She will not wear any other brand.On her last trip to buy socks,the store was temporarily out of the socks.Rather than buy another brand that was similar,she made a special trip to the store a week later to buy the Nike brand.In terms of Nike socks,Marilee has high:

A)Brand loyalty.
B)Consumer awareness.
C)Brand awareness.
D)Brand recognition.
E)Product attachment.

Question 65

Since it set up a free daycare center for its shoppers,Ingrid has developed great ________________________ for the Raleigh County Kroger store.She wouldn't consider going to another store,and having to contend with her 2-year old,while she is trying to decide what to buy.

A)store awareness
B)consumer attachment
C)store loyalty
D)brand recognition
E)brand awareness

Question 66

What kind of consumer decision making process is MOST closely associated with store loyalty?

A)Extended problem solving
B)Habitual decision making
C)Impulsive problem solving
D)Limited problem solving
E)Psychological problem solving

Question 67

When a customer has brand loyalty for a specific brand of hot dog,each purchase decision to buy that brand would be an example of:

A)Extended problem solving
B)Complex decision making
C)Limited problem solving
D)Habitual decision making
E)Unlimited problem solving

Question 68

Ken operates a furniture store suited for a market of young military families.When young couples come in to his store to shop,they bring their children,who distract their parents from making a purchasing decision.How can Ken help these couples make a purchase?

A)provide in-store child-care
B)lower the prices of the furniture
C)extend the store hours until after the children's bedtime
D)offer extensive credit
E)hire more associates to distract the children while the parents make purchasing decisions

Question 69

To effectively sell merchandise that typically involves extensive problem solving by customers,what is the most critical element in the retail mix?

A)Price
B)Customer service
C)Advertising
D)Store location
E)Merchandise presentation

Question 70

Impulse buying is associated with which type of buying decision?

A)Extended problem solving
B)Complex decision making
C)Limited problem solving
D)Habitual decision making
E)Unlimited problem solving

Question 71

To effectively sell merchandise,which typically involves habitual problem solving by customers,what is the most critical element in the retail mix?

A)Merchandise assortment
B)Store location
C)Advertising
D)Customer service
E)Price

Question 72

Consumers make habitual problem solving decision for the following cases EXCEPT:

A)For purchases that aren't important to the consumers.
B)For merchandise that consumers have purchased in the past.
C)When consumers are loyal to a store.
D)When consumers haven't developed brand loyalty.

Question 73

Every morning Peter goes to a nearby convenience store,and buys a carton of Nestle's chocolate milk for breakfast.When the store is out of Nestle's,Peter does without rather than buy Parmalat or Dairy Fresh chocolate milk.He does this despite the fact that many people believe all chocolate milks are the same.Peter has high:

A)Brand loyalty.
B)Consumer awareness.
C)Brand awareness.
D)Brand recognition.
E)Product attachment.

Question 74

To effectively sell merchandise to brand loyal customers,what is the most critical element in the retail mix?

A)Price
B)Location
C)Advertising
D)Customer service
E)Merchandise assortment

Question 75

Habitual decision making occurs when __________.

A)a decision process involved little or no conscious effort
B)a decision requires assistance from sales associates
C)customers have demands upon their time and wallets
D)retailers stimulate sales by suggesting complementary merchandise

Question 76

A buying decision made by customers on the spot after seeing the merchandise:

A)cannot be affiliated with limited problem solving.
B)is called impulse buying.
C)is influenced by high pressure sales associates.
D)reflects good customer service.
E)should be supported by frequent markdowns.

Question 77

Geraldo went to the supermarket to buy a bottle of chocolate syrup.While there,he saw the new National Enquirer at the checkout stand.He had not planned on buying the magazine,but on the spur of the moment,he bought himself a copy.This is an example of:

A)impulse buying
B)a habitual solution
C)expected behavior
D)an on-site response-stimulus
E)convenience buying

Question 78

Marybeth usually shops for her wardrobe in a variety of department stores with one exception.When she needs a pair of shoes,she shops only Nordstrom.This allegiance to Nordstrom is an example of:

A)Brand loyalty
B)Her knowledge of the buying process
C)Her knowledge of the quality of shoes
D)Recognizing her functional need
E)Store loyalty

Question 79

Last year Irma's husband passed away.She still lives in the home they shared,and she often deals with minor household problems like a loose window.Every time she has a problem with the house,she drives to Lowe's.The employees always help her get what she needs,and they show her how to accomplish whatever maintenance or repair is necessary.To get to Lowe's she has to drive past a Home Depot and two other do-it-yourself type stores,but because she has such great _______ for Lowe's,she will not even consider shopping at a store closer to her home.

A)store awareness
B)consumer attachment
C)store loyalty
D)brand recognition
E)brand awareness

Question 80

Which of the following items would most likely be purchased as an impulse item?

A)DVD player
B)marketing textbook
C)pair of Italian boots
D)chewing gum
E)waterford crystal vase