Deck 4: Consumer Behavior

Question 1

Which of the following is an example of a System 2 way of thinking?

A)understanding a simple sentence
B)focusing on the voice of a particular person in a crowded,noisy room
C)detecting hostility in a voice
D)completing the phrase "peanut butter and ..."
E)driving a car on an empty road

Answer 1

B

Question 2

Which of the following represents B2B marketing?

A)a high school club selling water bottles at a football game
B)a store owner buying the fall clothing line for his store
C)a cell phone company opening a retail store
D)a restaurant owner selling food to his customers
E)a steel company selling its product to auto manufacturers

Answer 2

E

Question 3

The selling of goods and services to end-user customers is referred to as

A)B2B marketing.
B)C2C marketing.
C)C2B marketing.
D)B2C marketing.

Answer 3

D

Question 4

Trevor went to the store to get a new pair of running shoes but the store was temporarily out of the brand he normally buys.What is the term for this situation?

A)a stockout
B)derived demand
C)a backorder
D)cognitive dissonance

Question 5

Daniel Kahneman's mode of thought referred to as System 1 can be described as

A)an automatic,nonconscious way of thinking.
B)a systematic,effortful way of thinking.
C)a calculating,complex way of thinking.
D)a slow,controlled way of thinking.
E)a calculating,conscious way of thinking.

Question 6

Marketers must realize that the consumer is unlikely to engage in any of the subsequent steps of the buying process if he or she

A)is not a savvy consumer.
B)is unaware of how the decision process works.
C)fails to complete a thorough information search.
D)makes a purchase decision hastily.
E)is not aware of a problem or does not recognize a need.

Question 7

Compare the following definitions and select the one that accurately describes consumer behavior.

A)factors that serve as an interface between the consumer and his or her decision-making process
B)the five stages a consumer goes through to decide which product or service to buy
C)the attributes a consumer considers important about a certain product
D)the process a consumer engages in when evaluating a marketing message
E)the study of how individuals make decisions about how to select,secure,use,and dispose of products to satisfy needs

Question 8

The attributes a consumer considers important about a certain product are referred to as

A)product standards.
B)the information set.
C)the evoked set.
D)consumer criteria.
E)evaluative criteria.

Question 9

Which of the following scenarios would most likely require an extensive external search for information?

A)Isabel wants to replace her coffee maker with the same brand she currently owns.
B)Janet went to the mall to find a new dress for this weekend's party.
C)Dustin and Janelle are looking to buy their first home.
D)Jake is going to the pet store to buy dog food for his puppy.
E)Brandi went to the Apple store to upgrade her existing iPod.

Question 10

In the consumer decision-making process,searches for information fall into which two main categories?

A)internal and external
B)lengthy and brief
C)meaningful and trivial
D)extensive and limited
E)wanted and unwanted

Question 11

Which of the following is the focal point of all marketing efforts?

A)stakeholder interests
B)customer satisfaction
C)company profits
D)the buying decision
E)company recognition

Question 12

Which of the following has led to the growth of search-engine marketing?

A)the desire to be at the top of the search results page
B)the desire to use smartphones for information searches
C)the use of sites like Facebook and Twitter as information sources
D)the decrease in the number of company-sponsored websites
E)the increase in habitual decision making

Question 13

The study of individuals,groups,or organizations and the processes they use to select,secure,use,and dispose of products,services,experiences,or ideas to satisfy needs is known as

A)market development.
B)cognitive dissonance.
C)sensory marketing.
D)consumer behavior.
E)strategic planning.

Question 14

How does the ability to pay for a purchase on credit affect the buying situation?

A)Buying things on credit links the consumption experience with the payment for that same purchase.
B)Paying with credit activates the pain centers of the brain in a negative way.
C)The ability to pay with credit decreases the amount consumers are willing to pay for an item.
D)Using credit to pay for purchases takes away the "pain" of paying for something.

Question 15

Which type of purchase occurs due to retailers' prompts to consumers while consumers are in the store?

A)habitual purchases
B)planned purchases
C)reminder purchases
D)impulse purchases

Question 16

The first stage in the consumer decision-making process is

A)postpurchase processes.
B)problem recognition.
C)outlet selection.
D)information search.
E)alternative evaluation.

Question 17

When evaluating choices,a consumer who asks the question How do I feel about it? is using which evaluative criteria choice?

A)attribute choice
B)affective choice
C)attitude choice
D)alternative choice

Question 18

The five stages most consumers go through when engaged in extended problem solving is called the

A)alternative evaluation process.
B)consumer decision-making process.
C)purchase decision process.
D)product evaluation timeline.
E)want vs.need appraisal.

Question 19

Janie buys a pack of gum each time she is at the checkout line in the grocery store.This is an example of what type of decision making?

A)habitual decision making
B)high-involvement decision making
C)sensory decision making
D)extended problem solving
E)derived demand

Question 20

A consumer searching for information will create a list of brands or products that he or she will evaluate as options for the solution of a particular problem.This list is referred to as

A)the essential set.
B)the evoked set.
C)consumer criteria.
D)the information set.
E)evaluative criteria.

Question 21

The people that an individual would not like to be like make up his or her

A)isolation reference group.
B)exclusive reference group.
C)aspirational reference group.
D)membership reference group.
E)dissociative reference group.

Question 22

Individuals who exert an unequal amount of influence on the decisions of others because they are considered knowledgeable about particular products are called

A)company leaders.
B)reference group leaders.
C)marketing trailblazers.
D)opinion leaders.
E)product pushers.

Question 23

A person's typical way of life as expressed by his or her activities,interests,and opinions is referred to as

A)values.
B)culture.
C)motivation.
D)personality.
E)lifestylE.

Question 24

Sal has heard a lot about his town's country club.He heard it has a great golf course,tennis courts,and dining room.In addition,many of Sal's business partners belong to the club.Although he doesn't have the money to join the club now,Sal hopes to be able to in the future.What type of reference group would the country club be for Sal?

A)an unattainable reference group
B)a dissociative reference group
C)an aspirational reference group
D)an exclusive reference group

Question 25

What are norms?

A)the positive or negative evaluations that occur without conscious awareness toward an attitude object
B)the psychological processes by which people select,organize,and interpret sensory information to form a meaningful picture of the world
C)the formal or informal societal rules that specify or prohibit certain behaviors in specific situations
D)the set of distinctive characteristics that lead an individual to respond in a consistent way to certain situations
E)the organized pattern of knowledge that an individual holds to be true about his or her world

Question 26

The set of distinctive characteristics that lead an individual to respond in a consistent way to certain situations is referred to as that individual's

A)values.
B)attitude.
C)lifestyle.
D)personality.

Question 27

You finally decided to purchase an e-reader and selected the Amazon Kindle.After returning home,you see an advertisement for the Barnes and Noble Nook and now are wondering if you made the right decision.This is an example of

A)cognitive dissonance.
B)postpurchase stress.
C)problem recognition.
D)an internal information search.
E)product indecisiveness.

Question 28

Which of the following is likely to be the final stage in an individual's family life cycle?

A)unmarried survivor
B)unmarried
C)married with no kids
D)married without dependent children
E)married with teens

Question 29

A membership reference group is defined as

A)a group whose members a consumer would like to be like.
B)a group whose members a consumer would like to emulate.
C)a group that must charge its members a fee or dues in order to join.
D)a group to which a consumer actually belongs.

Question 30

According to your text,which of the following is one of the greatest influences on consumer behavior?

A)family members
B)opinion leaders
C)knowledgeable salespeople
D)reference groups
E)advertising messages

Question 31

Cognitive dissonance occurs during which stage of the consumer decision-making process?

A)postpurchase processes
B)problem recognition
C)alternative evaluation
D)outlet selection
E)information search

Question 32

Which of the following is the best example of how one's personal value system influences his or her buying behavior?

A)Nick decided to buy a Mustang because it reflects his fast-paced way of living.
B)Christy decided to buy an electric vehicle because she is concerned about the harmful effects of carbon dioxide emissions produced by gasoline fuels.
C)Rick decided to buy a camper so the family could enjoy the outdoors together.
D)Sue heard that cars made in Germany have a reputation for being well built,so she decided to buy a BMW.
E)Kayla loves the outdoors,so she decided to buy a Jeep because it would portray her spirited personality to others.

Question 33

Warren opened a new computer store in town.When customers purchase a computer from his store,they automatically receive an extended warranty,free in-home installation,access to Warren's 24-hour technical support team,and in-store software training classes.By offering all these things,Warren is most likely trying to

A)encourage an internal information search.
B)increase a new customer's cognitive dissonance.
C)stimulate problem recognition.
D)reduce a new customer's cognitive dissonance.
E)discourage ritual consumption.

Question 34

Country-of-origin effects are the

A)determinations used to classify a society as either individualistic or collectivist.
B)misplaced beliefs that members of one society are superior to another.
C)ways in which countries are ranked in terms of the number of goods they produce.
D)beliefs and associations people in one country have about goods and services produced in another country.

Question 35

Attitudes,perception,learning,and motivation are all ______ processes that can influence consumer behavior.

A)environmental
B)physiological
C)psychological
D)situational
E)sociocultural

Question 36

A person's belief that a specific behavior is socially or personally preferable to another behavior reflects that person's

A)personality.
B)values.
C)attitude.
D)lifestyle.

Question 37

The distinct family-related phases that an individual progresses through over the course of his or her life are called the

A)progression timeline.
B)family life cycle.
C)life stage continuum.
D)family growth chart.
E)life stage sequencE.

Question 38

The broad set of knowledge,beliefs,laws,morals,customs,and any other capabilities or habits acquired by humans as members of society is referred to as

A)perception.
B)norms.
C)consumer behavior.
D)culture.

Question 39

Which subculture self-selects on the basis of a shared commitment to a particular product class,brand,or consumption activity?

A)an ethnic subculture
B)a consumption subculture
C)a product subculture
D)a regional subculture
E)a collective subculture

Question 40

At the national level,the most pervasive difference in culture relates to

A)how societies view and enforce norms.
B)whether a society focuses on individualism or collectivism.
C)how societies interpret the behavior of young consumers.
D)whether a society encourages or discourages consumer purchases.

Question 41

According to Maslow's hierarchy of needs,companies that offer home security systems or products focused on accident or disability insurance,are seeking to meet which level of need?

A)love/belonging
B)safety
C)self-actualization
D)physiological
E)esteem

Question 42

Which of the following sets of characteristics is representative of a low-involvement purchase?

A)The item to be purchased is expensive,seldom purchased,and risky,and requires research.
B)The item to be purchased is inexpensive,seldom purchased,and risky,and requires little research.
C)The item to be purchased is expensive and seldom purchased,but carries little risk and requires little research.
D)The item to be purchased is inexpensive and frequently purchased,is an item of limited risk,and requires little forethought.
E)The item to be purchased is expensive and frequently purchased,carries little risk,but requires research.

Question 43

Which of the following is not one of the need levels in Maslow's hierarchy of needs?

A)self-actualization
B)esteem
C)psychological
D)safety
E)love/belonging

Question 44

The perception process begins when a consumer

A)modifies his or her behavior due to a change in attitudes.
B)recognizes that he or she has an unmet need.
C)is exposed to either an internal or external stimulus.
D)is motivated by an inward drive.

Question 45

How consumers make choices is influenced by the personal,financial,and social significance of the decision being made,in other words,their level of

A)cognitive dissonance.
B)perception.
C)involvement.
D)motivation.
E)self-actualization.

Question 46

Higher esteem needs include the need for self-respect,self-confidence,and

A)status.
B)fame.
C)recognition.
D)independence.
E)attention.

Question 47

The need all humans have to be respected by others as well as by themselves is referred to as

A)esteem.
B)pride.
C)motivation.
D)humility.
E)self-actualization.

Question 48

Influencing the cognitive component of someone's attitude depends upon altering that person's

A)perception.
B)personality.
C)motivation.
D)beliefs.

Question 49

Marketers can capitalize on consumer learning by designing marketing strategies that

A)stimulate problem recognition.
B)reduce ritual consumption.
C)complicate information searches.
D)encourage cognitive dissonance.
E)promote reinforcement.

Question 50

Factors like time and involvement that serve as an interface between consumers and their decision-making process are ______ influences.

A)situational
B)social
C)cultural
D)individual
E)psychological

Question 51

Which of the following statements regarding the concept of learning is not true?

A)Reinforcement of the learning process occurs when the response reduces the need.
B)Almost all consumer behavior is learned.
C)Learning typically begins with a stimulus that encourages consumers to act to reduce a need or want.
D)Marketers have no effect on consumer learning.
E)Learning refers to the modification of behavior that occurs over time due to experiences and other external stimuli.

Question 52

Which dimension of attitudes is made up of feelings or emotional reactions to the attitude object?

A)cognitive component
B)affective component
C)core component
D)behavioral component
E)attentive component

Question 53

In Maslow's hierarchy of needs,what need must be satisfied first before a person will seek to satisfy any other need?

A)esteem
B)safety
C)physiological
D)self-actualization
E)love/belonging

Question 54

If a person responds toward an attitude object based on his or her past experiences that person is exhibiting which dimension of attitudes?

A)cognitive component
B)attentive component
C)affective component
D)behavioral component
E)core component

Question 55

Which level of Maslow's hierarchy of needs deals with friendship,family,and sexual intimacy?

A)safety
B)esteem
C)self-actualization
D)love/belonging
E)physiological

Question 56

The U.S.Army slogan Be All You Can Be appeals to which level of Maslow's hierarchy of needs?

A)esteem
B)physiological
C)safety
D)love/belonging
E)self-actualization

Question 57

The ABC model regarding attitudes is comprised of which three components?

A)affective,behavioral,and cognitive
B)advanced,basic,and core
C)attitudes,beliefs,and consideration
D)attentive,behavioral,and communicative

Question 58

The top level in Maslow's hierarchy of needs is

A)esteem.
B)physiological.
C)self-actualization.
D)love/belonging.
E)safety.

Question 59

The tendency to interpret information in a way that fits our preconceptions is a process known as

A)sensory marketing.
B)selective attention.
C)selective distortion.
D)selective retention.

Question 60

The use of sensation and perception to influence consumer preferences and choice is the idea behind

A)selective distortion.
B)sensory marketing.
C)selective attention.
D)selective retention.

Question 61

Which of the following factors is unique to B2B buying and is not typically found in B2C buying?

A)Most purchases are made at "list price" with cash or credit cards.
B)Demand is based on consumer needs and preferences.
C)Decisions are usually made by individuals.
D)There are a limited number of large buyers,often geographically concentrated in a specific area.
E)Buyers engage in limited-term or one-time-only relationships with many different sellers.

Question 62

High-involvement purchases are characterized by the fact that they

A)are often bought on impulse.
B)carry a greater risk to consumers if they fail.
C)are frequently purchased.
D)are inexpensive to purchase.
E)require little research or forethought.

Question 63

Business-to-business marketing professionals focus on several major categories of business customers.Which of the following is not one of them?

A)government markets
B)consumer markets
C)institutional markets
D)producers
E)reseller markets

Question 64

The North American Industry Classification System (NAICS)is used by

A)nonprofit organizations.
B)members of NAFTA.
C)hospital and healthcare workers.
D)members of the European Union.

Question 65

As noted in your text,what tool is very useful for marketing low-involvement products?

A)company websites
B)in-store promotion
C)in-store salespeople
D)newspaper advertising
E)television commercials

Question 66

Select the statement that is not true regarding the B2B purchasing process.

A)The B2B purchasing process may require the use of RFPs and contract negotiations.
B)The B2B purchasing process is often far longer than the consumer decision-making process.
C)The B2B purchasing process requires standardized procedures.
D)The B2B purchasing process is less complex than the consumer decision-making process.
E)The B2B purchasing process typically involves professional purchasing managers.

Question 67

Marketers can classify business-to-business buying situations into which three general categories?

A)new buy,straight rebuy,and modified rebuy
B)retail,wholesale,and resell
C)consumer,government,and institutional
D)new buy,repeat purchase,and modified purchase
E)new purchase,modified purchase,and extended purchase

Question 68

The person in the buying center who actually negotiates the terms of the purchase is the

A)initiator.
B)user.
C)decider.
D)gatekeeper.
E)purchaser.

Question 69

Which of the following can be said regarding buyers/customers for the business-to-business (B2B)market?

A)B2B buyers don't typically foster relationships with their customers.
B)Business marketers typically deal with far fewer buyers than consumer markets.
C)Buyers for the B2B market are larger in number than the B2C market.
D)B2B customers don't impact the firm's bottom line.
E)Because B2B markets have many customers,each individual customer is not as essential to the firm's success.

Question 70

When demand for one product occurs because of demand for a related product,this is called

A)elasticity of demand.
B)the demand curve.
C)derived demand.
D)relational demanD.
E)unexpected demand.

Question 71

Retailers and wholesalers who buy finished goods and resell them for a profit are called

A)institutional buyers.
B)vendors.
C)purchasing agents.
D)resellers.
E)traders.

Question 72

Jessica orders the same copier toner each month for the same price from the same supplier.This is an example of a

A)new buy.
B)straight rebuy.
C)quick buy.
D)continual buy.
E)modified rebuy.

Question 73

The Built-Rite mowing company has been selling its lawnmowers to retail outlets for years.The company has decided it wants to tap into new markets,so it is looking to sell its mowing tractors to county institutions for mowing grass along public highways.If the county institutions purchase the Built-Rite mowers,it would be an example of

A)a modified rebuy.
B)a first buy.
C)a new buy.
D)a straight rebuy.
E)an institutional buy.

Question 74

A buying situation in which a business customer signals its satisfaction by agreeing to purchase the same product at the same price is called a

A)straight rebuy.
B)modified rebuy.
C)new buy.
D)repeat buy.
E)quick buy.

Question 75

Compare the following to determine the best example of a high-involvement product purchase.

A)a new car
B)a bestselling novel
C)a cellular phone
D)a pair of running shoes
E)a new party dress

Question 76

Kendall's company has bought office stationery and business cards from the same printing company for five years.Recently Kendall's company moved into a bigger office down the street.She called the printing company to order new stationery with the updated address.This is an example of

A)a new buy.
B)a tailored rebuy.
C)an altered rebuy.
D)a modified rebuy.
E)a straight rebuy.

Question 77

The sale of goods or merchandise to retailers;industrial,commercial,institutional,or other professional business users;or wholesalers is referred to as

A)supplying.
B)vending.
C)retailing.
D)marketing.
E)wholesaling.

Question 78

Which of the following is not an institutional market?

A)churches
B)nonprofit organizations
C)hospitals
D)local government agencies
E)schools

Question 79

Which of the following is most likely a low-involvement purchase?

A)a home
B)a bottle of shampoo
C)a computer
D)a vacation
E)a new car

Question 80

Because of successful marketing by the NHL,hockey is now becoming a wildly popular sport among young athletes and hockey games around the country are often sold out.This,in turn,has sparked demand for hockey gear and clothing.This is an example of

A)relational demand.
B)derived demand.
C)created demand.
D)consequential demanD.
E)marketed demand.