Deck 5: Understanding Customers: Business-To-Consumer Markets

Question 1

Personal attributes such as age,education,occupation,income,and lifestyle are frequently used to define,identify,and classify an individual.

Answer 1

True

Question 2

Lifestyle refers to an individual's perspective on life and manifests itself in that person's activities,interests,and opinions (AIO).

Answer 2

True

Question 3

Maslow's Hierarchy of Needs Theory suggests that individuals are not interested in luxuries until they have had basic needs met.

Answer 3

True

Question 4

Personal characteristics refer to demographic and lifestyle attributes.

Question 5

Attitudes are formed by values and beliefs.Cultural and personal values help form attitudes.

Question 6

Internal factors affecting consumer choices are the most difficult to understand.

Question 7

Gender roles are behaviors regarded as proper for men and women in a particular society.These roles do not change over time,but they do change across cultures.

Question 8

Two important elements of nonverbal communication are time and space.Asians and Americans have the same attitude towards both.

Question 9

An individual watching the American Idol TV show will react differently whether watching the show alone or at a party with friends.

Question 10

Mike and Judy now find out they are going to have a baby and realize their Infiniti G35 coupe has to be replaced with a more practical vehicle.They engage in a thorough information search reviewing car magazines,soliciting opinions from friends and family,conducting online research,reading Consumer Reports,and test-driving a number of new cars and SUV's before making a final purchase decision.This is an example of extensive information search.

Question 11

According to the Model of the Consumer Decision Process,the marketing activities that affect consumer decision process include the value proposition,technology,and marketing communications.

Question 12

Perception is a system to select,organize,and interpret information to create a useful,informative picture of the world.

Question 13

Motivation is the force by which powerful unmet needs,or motives,prompt someone to action.

Question 14

Personality trait theories suggest that individuals have unique personal characteristics but it is not possible to measure the differences between people.

Question 15

Internet marketers have used the personas created by individuals on social Web sites to understand consumers' relationship with the Web community and company brands.

Question 16

Demographics is defined by the American Heritage Online Dictionary as "The characteristics of human populations and population segments,especially when used to identify consumer markets."

Question 17

Motivation,attitude,perception,learning,and personality are all psychological attributes.

Question 18

Throughout the life cycle stages,consumers typically stick with the same products and purchase decisions.

Question 19

Marketers can affect learning by providing information using a message,format,and delivery that will encourage customers to retain the information in memory.

Question 20

An attitude is a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.Attitudes are seldom if ever neutral.

Question 21

_______ is a subjective opinion about something.

A) Belief
B) Motivation
C) Attitude
D) Values
E) Expectations

Question 22

Beliefs,once formed,are _______ to change.

A) Vulnerable
B) Likely
C) Resistant
D) Expected
E) Highly prone

Question 23

On average,we are exposed to as many as ______ messages daily.Since we cannot process,let alone retain all of these messages,we employ a psychological tool known as selective awareness.

A) 5-10
B) 100-200
C) 2000-5,000
D) 500-1000
E) 8,000 -10000

Question 24

James is influenced by his work environment.He will likely ____.

A) Vacation at the same kinds of places as his coworkers
B) Avoid vacationing at the same types of places as his coworkers
C) Make different purchase decisions from his coworkers
D) Shop in different locations than those he works with
E) Wear clothes that set him apart from his coworkers

Question 25

_______ is defined as learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.

A) Perception
B) Motivation
C) Attitude
D) Values
E) Expectations

Question 26

____,______,and _______ are all marketing activities that affect the consumer decision process.

A) Value proposition, technology, culture
B) Culture, society, technology
C) Value proposition, distribution, marketing communications
D) Distribution, technology, culture
E) Marketing Communications, technology, culture

Question 27

Mike and Mary see an ad for a new Sony LCD flat-panel television.Mike only watches the news but Mary wants a new TV set to view sports.Their perceptions of the ad may be ______.

A) Similar
B) The same
C) Very different
D) Slightly similar
E) A little different

Question 28

According to ______,there are 5 levels of needs and people advance to the next level if the lower needs are met.

A) Maslow's Hierarchy of Needs Theory
B) Expectancy Theory
C) Herzberg's Two-Factor Theory
D) McClelland's Achievement Motivation Theory
E) Aldelfer's ERG Theory

Question 29

_____ and ______ are the two categories of values.

A) Cultural, social
B) Personal, cultural
C) Religious, personal
D) Family, religious
E) Cultural, family

Question 30

ABC company is concerned about its customer's beliefs and values.ABC's marketing manager has customer evaluate the product's performance on a list of attributes.This is important information because most attitudes result from an individual's assessment of an object using a(n)________________.

A) Focus group
B) Multiattribute model
C) Positioning map
D) Conjoint analysis
E) AIO method

Question 31

Graduating from college,getting married,and having a child all transform an individual's buying habits and refer to characteristics of the ______.

A) Lifecycle buying stage
B) Family life cycle
C) Life stage cycle
D) Lifestyle cycle
E) Family life stage

Question 32

In 2009,_______ percent of the workforce was made up of women.

A) 46
B) 23
C) 54
D) 31
E) 65

Question 33

Marketers put people into groups known as ____________ based on how consumers portray themselves socially on the Web.

A) Facebookers
B) Social Networkers
C) You Tubers
D) Net Nuts
E) Personas 2.0

Question 34

Which of the following is an implication of the increasing number of women in the workforce?

A) Video streaming Web sites are experiencing huge growth in traffic.
B) Companies such as Whole Foods are witnessing increasing sales of organic foods.
C) Retailers are offering a wide range of products targeted at single parents.
D) Companies are including on-premise day care centers.
E) Companies are focusing more on creating ergonomic work environments.

Question 35

___________ is a system to select,organize,and interpret information to create a useful,informed picture of the world.

A) Motivation
B) Perception
C) Attitude
D) Values
E) Expectations

Question 36

The population of the U.S.is not only growing,it is ___________.

A) Getting younger
B) Becoming more homogenous
C) Getting older
D) Getting married earlier
E) Having a shorter life expectancy

Question 37

An individual's perceptions of reality are shaped by these three psychological tools: ____,_____,_____.

A) Selective hearing, selective attention, selective vision
B) Selective attention, selective distortion, selective retention
C) Selective distortion, selective attention, selective vision
D) Selective awareness, selective vision, selective attention
E) Selective awareness, selective distortion, selective retention

Question 38

Internal forces such as _____ and ______ affect consumer choices.

A) Age, Attitude
B) Culture, Education
C) Personality, Society
D) Learning, Culture
E) Income, Culture

Question 39

The fastest growing segment of the U.S.population since 1970 has been the _____________ age group.

A) Birth -18
B) 65- 85
C) 21-34
D) 45-64
E) 25-44

Question 40

Maslow's Hierarchy of Needs Theory suggests that humans have wants and needs that influence their behavior.People advance only to the next level if the lower needs are met.The order of the needs is ___________.

A) Safety, physiological, love/social, self-esteem, self-actualization
B) Safety, love/social, physiological, self-esteem, self-actualization
C) Physiological, love/social, safety, self-esteem, self-actualization
D) Physiological, safety, love/social, self-esteem, self-actualization
E) Physiological, safety, self-esteem, love/social, self-actualization

Question 41

______ is any change in the content or organization of long-term memory or behavior.

A) Selective awareness
B) Selective retention
C) Learning
D) Behavior modification
E) Training

Question 42

those characteristics can be measured to identify ___________.

A) Differences between individuals
B) Reactions in certain situations
C) Common beliefs
D) Moods
E) Emotions

Question 43

While conditioning requires little effort on the part of the learner,______ is more active and involves mental processes that acquire information to work through problems and manage life situations.

A) Classical learning
B) Long term memory
C) Active learning
D) Cognitive learning
E) Operant learning

Question 44

The most important external forces on consumer choices are ____________ forces.

A) Culture and personality
B) Culture, language, and, values
C) Situational, social, and cultural
D) Personality, subculture, and social

Question 45

Values shared by Americans are _____ while Japanese value _____.

A) Hard work and achievement, harmony and hierarchy
B) Achievement and family, harmony and devotion
C) Hard work and achievement, recognition and hierarchy
D) Achievement and family, harmony and hierarchy
E) Hard work and achievement, harmony and recognition

Question 46

Marketing managers need to pay attention to culture as ________.

A) It shapes the way people respond to the product offering
B) Not understanding culture means the risk of negative effect on product acceptance
C) The value proposition should include cultural cues
D) Customers filter messages through cultural influences
E) All of the above

Question 47

Marketers are concerned about selective retention.In particular,they want consumers to transfer information from _____ to _______.

A) Advertising, promotion
B) Awareness, recall
C) Person, person
D) Short-term memory, long-term memory
E) Simple to complex

Question 48

When baby boomers hear music that connects them with positive memories and the product and brand that is being advertised,they reflect _____.

A) Conditioned learning
B) Operant conditioning
C) Cognitive learning
D) Emotional memory
E) Operant memory

Question 49

______ is a unique set of personal qualities that produce distinctive responses across similar situations.

A) Attitude
B) Personality
C) Situational state
D) Personal characteristic
E) A mind-set

Question 50

Frito-Lay is using _______ when it offers free in-store samples of Doritos for the express purpose of getting people to try the product,enjoy the product,and finally purchase a bag of Doritos.

A) Operant conditioning
B) Cognitive learning
C) Sampling
D) Product trial
E) Classical conditioning

Question 51

ABC company wants to create an association between two stimuli: Marketing information and a response.ABC Company is using ______.

A) Cognitive learning
B) Brand management
C) Cognitive association
D) Operant conditioning
E) Classical conditioning

Question 52

José is _______.He exhibits behavior that is considered careful,precise,and organized.

A) An extrovert
B) Agreeable
C) Conscientious
D) Trustworthy
E) Finicky

Question 53

Most personality traits are formed _______________.

A) In the teen years
B) All during one's life
C) At major life events
D) At an early age
E) At birth

Question 54

When Bob was asked to describe Sherry,he didn't describe her by talking about her age or education; rather,his comments about her sense of humor were reflecting her ________.

A) Appearance
B) Personality
C) Income
D) Job type
E) Aptitude

Question 55

Which of the following is an external factor that exerts a significant impact on consumer choices?

A) Occupation
B) Lifestyle
C) Situational
D) Learning
E) Perception

Question 56

The two fundamental approaches to learning include ____ and ____.

A) Coaching, listening
B) Trial and error, coaching
C) Coaching, conditioning
D) Conditioning, cognitive learning
E) Conditioning, trial and error

Question 57

______ assimilates the shared artifacts such as values,morals,beliefs,art,law,and customs into an organized system that enables people to function as members of society.

A) Norms
B) Ethics
C) Moral code
D) Culture
E) Moral values

Question 58

Someone suffering from flu and seeking information from friends,doctors,or medical Web sites about the best over-the-counter remedy for specific symptoms is engaged in _______.

A) Cognitive learning
B) Brand management
C) Cognitive association
D) Operant conditioning
E) Classical conditioning

Question 59

_____ tends to reinforce existing attitudes and creates a real challenge for marketers trying to overcome negative beliefs and attitudes since people are less likely to be aware of or retain information which contradicts their beliefs and attitudes.

A) Selective awareness
B) Selective distortion
C) Selective memory
D) Selective retention
E) Selective hearing

Question 60

Although individuals are exposed to 2,000 to 5,000 messages daily,all messages are not processed,retained and interpreted because of ________,a psychological tool which helps individuals focus on what is relevant and eliminate what is not.

A) Selective awareness
B) Selective distortion
C) Selective retention
D) Selective attention
E) Selective hearing

Question 61

______ is NOT an example of negative nonverbal communications during a presentation.

A) Swaying
B) Stuttering
C) Hands in pockets
D) Fidgeting
E) Eye contact

Question 62

Tamara is searching for a new camera.This is a ____,so the entire process will take longer.

A) Big decision
B) High-involvement purchase
C) Low-involvement purchase
D) Repeat purchase
E) High cost product

Question 63

Matthew is not prompted to value new information about the latest new pet grooming tools.This is an example of _____.

A) High-involvement purchase
B) Low-learning motivation
C) Low level of commitment
D) Low-involvement learning
E) Low importance purchase

Question 64

_____ is a ranking of individuals into harmonized groups based on demographic characteristics such as age,education,income and occupation.

A) Customer group
B) Social class
C) Sophistication standards
D) Class structure
E) Household Life Cycle (HLC)

Question 65

Maria identifies with a specific religious group,which is a smaller subset of her culture.Maria's religious group is an example of a(n)_____.

A) Institution
B) Social group
C) Support network
D) Subculture
E) Society

Question 66

Jill is considered a(n)______ when it comes to wine because she has information about many kinds of wines,places to shop and other facets of the wine market.

A) Laggard
B) Market maven
C) Leader
D) Information haven
E) Member of a reference group

Question 67

Judy works at XYZ Pizza shop.She is a single mom and makes minimum wage.She recently purchased a BMW.This is an example of a(n)____.

A) Irresponsible purchase
B) Irrational choice
C) Aspirational purchase
D) Addictive behavior
E) Compulsive shopping behavior

Question 68

The household life cycle is changing due to changes in _____.

A) Cultural beliefs
B) Cultural values
C) Family structure
D) Family life stage
E) Social class

Question 69

While culture affects people in many ways,three factors are particularly relevant in consumer behavior: ______.

A) Language, values, and attitude
B) Language, attitude, and nonverbal communications
C) Values, attitudes and language
D) Values, beliefs, and language
E) Language, values, and nonverbal communications

Question 70

An emerging consumer trend in many industrialized countries is the willingness to trade _____ for _____.

A) Time, energy
B) Service, money
C) Service, time
D) Time, value
E) Time, money

Question 71

People who know about many different types of products,initiate discussions about and respond to others' inquiries are called _____________.

A) Opinion leaders
B) Market mavens
C) Influencers
D) Early adopters
E) Innovators

Question 72

_______ is the means of communicating through facial expressions,eye behavior,gestures,posture,and any other body language.

A) Cultural expression
B) Nonverbal communication
C) Communiqué
D) Situational communication
E) Verbal communication

Question 73

Jenny shops differently when her kids are crying than when her kids are enjoying the experience.This is due to differences in _____.

A) Household life cycle
B) Personal circumstances
C) Physical surroundings
D) Social factors
E) Cultural values

Question 74

Stacy is from the United States.She is likely to be much more of a _____ than her Latin American counterpart.

A) Adventurer
B) Clock watcher
C) Procrastinator
D) Hugger
E) Relationship builder

Question 75

An individual watching an ad on the Major League Baseball World Series will act differently whether watching the show at home alone or at a party with friends due to differences in _____.

A) Physical surroundings
B) Lighting
C) Sounds
D) Distractions
E) Cultural values

Question 76

In the United States,the obligation and commitment to family is often limited to an individual's immediate family,including their parents,children,and siblings.Most Latin American cultures,on the other hand,have a more wide-ranging definition of family that includes extended family members such as cousins and grandparents and also more inclusive with extended family members living together.This is an example of differences in ______.

A) Cultural values
B) Norms
C) Value preferences
D) Family structure
E) Living standards

Question 77

Retailers devote a lot of time and resources to create the right physical surrounding to improve the customers' shopping experience.This indicates importance of ________ factors.

A) Situational
B) Cultural
C) Social
D) Economical
E) Internal

Question 78

What are the two important elements of nonverbal communication?

A) Eye contact and voice modulation
B) Power distance and time orientation
C) Language and accent
D) Values and beliefs
E) Time and space

Question 79

Mark is seeking out ______ because he is unfamiliar with the new computer he wants to buy and needs reassurance from someone he can talk to about a product selection before purchasing it.

A) A laggard
B) Consumer reports
C) Market research
D) Information on the Internet
E) An opinion leader

Question 80

_____ are principles shared by a society that assert positive ideals.These principles are often viewed on a continuum.

A) Attitudes
B) Beliefs
C) Mores
D) Cultural values
E) Moral beliefs