Deck 5: Consumer Behaviour

Question 1

What are values, beliefs, and tastes handed down from one generation to the next called?

A) role
B) culture
C) status
D) psychometry

Answer 1

B

Question 2

Who are cultural differences particularly important to?

A) firms marketing internationally
B) not-for-profit organizations
C) firms marketing to a specific target market in a single city
D) firms marketing locally

Answer 2

A

Question 3

What type of market would experience problems by a shift in cultural values away from accumulating material possessions to spending time with family and friends?

A) travel services
B) luxury cars
C) provincial parks and picnic areas
D) children's games and toys

Answer 3

B

Question 4

According to psychologist Kurt Lewin, what facilitates understanding consumer behaviour?

A) individual learning levels and group power
B) personal influences and the inputs of others
C) attitudes and perceptions
D) reference groups and personal inferences

Question 5

Only by the 1980s and 1990s did the Canadian population accept interracial marriages. What is this an example of?

A) how slowly cultural values change
B) a lack of regard for other cultures
C) a willingness to sacrifice individualism
D) the desire for wealth accumulation

Question 6

Samir plans to buy a car and discusses the purchase with his parents. What term refers to their influence on this buying decision?

A) impersonal influence
B) interpersonal influence
C) personal influence
D) institutional influence

Question 7

Which of the following is an interpersonal influence on consumer behaviour?

A) one's attitude
B) one's perception
C) one's family
D) one's self-concept

Question 8

According to Statistics Canada, approximately what percentage of Canadians will belong to a group that classifies itself as a visible minority by 2031?

A) 16-19
B) 21-24
C) 25-28
D) 35-39

Question 9

What is the second largest cultural group in Canada?

A) South-Asian Canadians
B) Hispanic Canadians
C) Filipino Canadians
D) Black Canadians

Question 10

Which of the following circumstances is NOT an example of consumer behaviour?

A) buying a new car
B) buying a new home theatre system
C) deciding on a college or university
D) purchasing a new computer system for work

Question 11

Within the existing Canadian culture, what are Orthodox Jews who purchase and consume only kosher foods an example of?

A) status group
B) social influence
C) microculture
D) geographic community

Question 12

Rachael, an advertising executive, shops for clothing at a trendy store. Despite the fact that bright prints and bold colours are the latest trends, she purchases a wardrobe in neutrals and black. What type of influence has most likely driven Rachael's decision?

A) impersonal
B) interpersonal
C) personal
D) institutional

Question 13

What does consumer behaviour refer to?

A) organizational purchase decision-making behaviour
B) customer spending patterns
C) post-purchase decision-making behaviour
D) the ultimate buyer decision-making process

Question 14

What are the values and behaviours that groups establish and deem appropriate for their members called?

A) group rules
B) group norms
C) group ideals
D) group behaviours

Question 15

What theory suggested that marketing campaigns for French Canadians would be more successful if they were designed specifically for the Quebec market?

A) microculture
B) twin beds
C) social stratification
D) separatist

Question 16

According to Kurt Lewin's theory of consumer behaviour, what interacts with personal factors to create the function of consumer behaviour?

A) perception
B) learning
C) attitudes
D) interpersonal influences

Question 17

What is the broadest environmental determinant of consumer behaviour?

A) folklore
B) tradition
C) culture
D) status

Question 18

Which of the following is an example of a core value in Canadian culture?

A) tolerance and individualism
B) importance of team spirit
C) dignity of the elderly
D) importance of personal achievement

Question 19

In Canadian culture, what is a heightened appreciation for quality of life an example of?

A) considerations involved in the formation of family groups
B) objectives not necessarily reached by even a minority of people
C) buying activities related to and based in institutionalism
D) core values in Canadian culture

Question 20

Which statement best describes the South-Asian Canadian group?

A) South Asians are the largest cultural group in Canada.
B) The largest number of South Asians lives in Vancouver.
C) South Asians tend to associate more with their own sub-ethnic group.
D) The majority of South Asians in Canada are elderly.

Question 21

According to Maslow, which characteristic of a country provides marketers with the greatest opportunities to fill higher needs?

A) food shortage
B) limited police force
C) high standard of living
D) high need for clean water

Question 22

What is created by motives that are an inner state that directs a person?

A) equilibrium between the actual and desired states
B) excitement in attaining the need satisfaction
C) equity between the cost and benefits of the need satisfaction
D) energy to participate in the limited problem-solving process

Question 23

What is the imbalance between a consumer's actual state and desired state called?

A) need
B) attitude
C) motive
D) self-concept

Question 24

A newly married couple is looking to rent an apartment. What kind of a decision is this likely to be?

A) syncratic
B) husband-dominant
C) wife-dominant
D) autonomic

Question 25

What role are spouses taking when they independently make an equal number of decisions about product purchases?

A) syncratic
B) dominant fashion
C) autonomic
D) dependent

Question 26

Which of the following is NOT categorized as a spouse's role in purchasing decisions?

A) syncratic
B) husband-dominated
C) opinion leader
D) autonomic

Question 27

Which product purchase would reference group influences most likely have the greatest impact on?

A) double mattress
B) luxury car
C) new dental floss
D) black shoe polish

Question 28

Which product is typically a wife-dominant purchase?

A) apartment
B) car insurance
C) food processor
D) furniture

Question 29

What does the Asch phenomenon state about individuals?

A) They will follow their personal influences much more closely than any other influence.
B) They will follow the majority opinion even if it contradicts the individual's beliefs.
C) They will purchase products that maintain a positive looking-glass self.
D) They will avoid extended problem-solving behaviour.

Question 30

What level of Maslow's hierarchy of needs is a person who is satisfying the most basic level of needs operating at?

A) self-actualization
B) esteem
C) physiological
D) belongingness

Question 31

Helene made sure her company car was equipped with OnStar in case she ever had car trouble or got lost while travelling. What level of Maslow's hierarchy of needs is Helene addressing?

A) physiological
B) safety
C) esteem
D) self-actualization

Question 32

What is the relative position of an individual within a group called?

A) cultural assimilation
B) role
C) status
D) Asch phenomenon

Question 33

What type of need includes the need for fulfillment, realizing one's own potential, and fully using one's talents and capabilities?

A) self-actualization
B) physiological
C) social
D) esteem

Question 34

Which product's purchase will follow a syncratic pattern?

A) health insurance
B) shampoo
C) lawnmower
D) children's clothes

Question 35

What are characteristics that determine social-class rankings?

A) occupation and income
B) cultural background and religious denomination
C) geographic location and family size
D) birth order and personal beliefs

Question 36

What is the tendency of opinion leaders?

A) to have basic core values that change
B) to purchase products before other consumers
C) to have above-average income
D) to avoid extended problem-solving behaviour

Question 37

When do reference groups have a greater impact on the purchasing decision?

A) when the consumer is already established as the opinion leader in the group
B) when the purchase is hard to recognize or see by the group
C) when the purchase is unique and conspicuous
D) when the product is common

Question 38

What purchasing behaviour concept is peer pressure closely related to?

A) cognitive dissonance
B) opinion leaders
C) cultural influences
D) Asch phenomenon

Question 39

What is included in the personal determinants of consumer behaviour?

A) the culture in which a person is raised
B) the individual's needs and motives
C) the family to which one belongs
D) the society from which one comes from

Question 40

What type of need includes essential requirements for survival such as food, water, shelter, and clothing?

A) self-actualization
B) esteem
C) physiological
D) belongingness

Question 41

Which of the following best characterizes virtual reality?

A) the transmission of marketing information in a three-dimensional fashion
B) the least effective method for advertising high-priced products
C) the only way that automobile dealerships can sell cars online
D) the perception that consumers can be better satisfied by purchasing products online

Question 42

Which scenario best illustrates reinforcement in purchasing decisions?

A) a chef purchases mushrooms for a second time from a wholesaler, even though the first order was disappointing
B) an appliance distributor replaces a dishwasher free of charge and provides excellent after-sales service
C) a needle on the gas gauge signals a driver to pull into a gas station
D) the smell of hot dogs at a ballpark induces an obese man to order "a dog with everything on it"

Question 43

Food manufacturers often set up tables in grocery stores where customers can sample featured products. What component of attitude does this type of promotion try to influence?

A) behavioural
B) rational
C) cognitive
D) affective

Question 44

Which of the following would most likely break through a person's perceptual screen?

A) newspaper ad featuring white type on a black background
B) black-and-white classified ad
C) reducing the size of an ad
D) using fewer colours in an ad

Question 45

What is perception is the interaction between which of the following elements?

A) the interaction between likes and dislikes
B) the interaction between emotions and thoughts
C) the interaction between stimulus factors and individual factors
D) the interaction between needs and wants

Question 46

A marketing campaign features a famous celebrity and promotes the campaign slogan "Together We Can Prevail." What category in Maslow's hierarchy of needs is addressed by the use of the celebrity?

A) esteem
B) belongingness
C) safety
D) physiological

Question 47

According to Maslow, what need is attempting to be met by joining a local bowling league for social interaction?

A) self-actualization
B) belongingness
C) esteem
D) safety

Question 48

John quickly mutes his television every time a commercial comes on. What is this an example of?

A) closure
B) subliminal advertising
C) perceptual screen
D) cognitive dissonance

Question 49

According to Maslow, what need fulfillment do not-for-profit organizations target when looking for donors?

A) physiological
B) self-esteem
C) belongingness
D) self-actualization

Question 50

What term refers to the meaning that a person attributes to incoming stimuli gathered through the five senses?

A) self-concept
B) attitude
C) perception
D) culture

Question 51

An insurance company markets its health and life insurance products with a tag line "save for future." According to Maslow's hierarchy of needs, what is this an example of?

A) esteem needs
B) safety needs
C) physiological needs
D) social needs

Question 52

Which of the following is NOT a stimulus factor?

A) motivation of an individual
B) large house
C) heavy car
D) spherical decoration

Question 53

What component of attitude is being altered by an advertisement that creates warm feelings of goodwill toward the advertiser and its products?

A) cognitive
B) behavioural
C) traditional
D) affective

Question 54

What does the invention of digital video recording (DVR) technology make it easier for consumers to use?

A) their subliminal perception
B) their perceptual screens
C) their learning processes
D) their cognitive dissonance

Question 55

What does the cognitive component of attitude refer to?

A) the measure of an emotional reaction to a concept
B) the fact that an individual will tend to behave in a particular manner towards a concept
C) the individual's knowledge and information about an object or concept
D) the speed with which one learns information about an object

Question 56

Which of the following can be categorized under the cognitive component of an attitude?

A) buying behaviours
B) emotional reactions
C) knowledge of the product
D) value placed upon the product

Question 57

In the learning process, what is reinforcement?

A) the immediate expected change in behaviour as a result of experience
B) the reduction in drive that results from a proper response
C) an individual's reaction to a set of cues
D) any strong stimulus that impels action

Question 58

In a marketing context, what is the immediate or expected change in consumer behaviour that results from experience?

A) drive
B) script
C) perception
D) learning

Question 59

Which product is aimed at satisfying the esteem needs of people?

A) can of soup
B) cleaning products
C) car safety features
D) luxury watch

Question 60

A business sends one coupon to consumers that have purchased in the past. What is this an example of?

A) marketer trying to revive a failing product
B) shaping
C) subliminal advertising
D) reinforcement

Question 61

What is a characteristic of the evaluative criteria used by consumers in the decision-making process?

A) It is set aside if the consumer finds a better means of making the purchase decision.
B) It identifies alternative brands for consideration and possible purchase.
C) It occurs during the first stage of the decision process.
D) It includes objective facts or subjective opinions about the alternatives.

Question 62

What term refers to purchase decisions that have a potentially high level of social or economic consequences?

A) low time and effort involvement
B) low-involvement
C) high-involvement
D) single-person involvement

Question 63

At regular intervals a car dealership offers discounts on repair services and the completed repairs are followed up to ensure customer satisfaction. What is this an example of?

A) scaling
B) screening
C) shaping
D) shadowing

Question 64

What is the process of applying a series of rewards and reinforcements to permit more complex consumer behaviour to evolve known as?

A) scaling
B) screening
C) shaping
D) shadowing

Question 65

When is cognitive dissonance most likely to occur?

A) during the pre-purchase stage
B) if the product does not have the desired features
C) when there is a balance between attitudes, beliefs, and knowledge
D) as the cost and complexity of the purchase increases

Question 66

Which statement best describes the looking-glass self?

A) It is an objective view of oneself.
B) It often differs from self-image because people may choose to project a different image to others.
C) It is usually the same as the ideal self because most people want others to perceive them as successful.
D) It is a personal view of how a person wants to be.

Question 67

What is the anxiety that consumers begin to feel when they are dissatisfied with a product or service recently purchased called?

A) cognitive dissonance
B) post-purchase regret
C) product re-evaluation
D) purchase rejection

Question 68

In the area of self-concept theory, what is the real self?

A) the way the individual views himself or herself
B) the way the individual thinks other people see him or her
C) the individual's personal set of objectives to which he or she aspires
D) an objective view of the total person

Question 69

What does the post-purchase evaluation of the consumer decision process attempt to measure?

A) the selling success experienced by the vendor
B) the follow-up effectiveness of the firm
C) the consumer satisfaction with the purchase
D) the advertising influence on the purchase

Question 70

Which action is shaped by the effective application of learning theory within the marketing strategy context?

A) repeat purchase behaviour
B) impulse buying behaviour
C) cognitive dissonance
D) domino effect

Question 71

What is one of the ways in which marketers can attempt to affect the outcome of the alternative evaluation stage of the consumer decision-making process?

A) by trying to get consumers to expand their evoked sets to include their product
B) by attempting to convince consumers that a competing brand does not meet their criteria
C) by providing persuasive evidence about their products in a useful format
D) by helping consumers to identify potential problems or needs

Question 72

Which term describes the situation in which people are likely to buy products they believe will move them towards their desired image?

A) their real self
B) their looking-glass self
C) their model self
D) their ideal self

Question 73

What is term for the number of alternatives a consumer actually considers in making a purchase decision?

A) evoked set
B) customer options
C) evaluative criteria
D) cognitive choices

Question 74

Which product purchase would most likely require a low-involvement decision?

A) car
B) tablet computer
C) stationery
D) jewellery

Question 75

At which stage of the consumer decision-making process might cognitive dissonance occur?

A) search
B) evaluation
C) purchase decision and purchase act
D) post-purchase evaluation

Question 76

What products typically require high-involvement decisions?

A) inexpensive and rarely purchased
B) inexpensive and frequently purchased
C) expensive and relatively simple
D) expensive and complicated

Question 77

A frozen food manufacturer is employing the shaping process to get consumers to try its products by offering free samples and discount coupons. What is the next step in the shaping process?

A) to motivate the customers to make repeat purchases at moderate costs
B) to entice the customers to buy the product at low prices with little financial risk
C) to sell the product at moderate costs with no additional discount coupons
D) to sell the product at its true price to the customers

Question 78

Which product purchase would most likely require a high-involvement decision?

A) shampoo
B) magazine subscription
C) car
D) hair dryer

Question 79

What happens to the consumer during the search step of the consumer decision process?

A) The consumer realizes it's time to make a change from the present situation.
B) The consumer develops a set of evaluative criteria to guide the purchase decision.
C) The consumer notices favourable, word-of-mouth communication about the product.
D) The consumer gathers information about the attainment of a desired state of affairs.

Question 80

What is the term for product features a consumer considers when choosing among alternatives?

A) appraisal standards
B) evaluative criteria
C) assessment parameters
D) selection rules