Ch. 12

Question 1

Attitudes (Opinions)

Answer 1

positive, neutral, or negative feelings a person has about different topics

Question 2

Class Consciousness

Answer 2

extent to which a person desires and pursues social status

Question 3

Cognitive Dissonance

Answer 3

doubt that occurs after a purchase is made, which can be alleviated by customer after-care, money-back guarantees, and realistic sales presentations and advertising campaigns

Question 4

Consumer Behavior

Answer 4

the process by which people determine whether, what, when, where, how, from whom, and how often to purchase goods and services

Question 5

Consumer Decision Process

Answer 5

stages a consumer goes through in buying a good or service: stimulus, problem awareness, information search, evaluation of alternatives, purchase, and post-purchase behavior. Demographics and lifestyle factors affect this decision process

Question 6

Cross-Shopping

Answer 6

occurs when consumers shop for a product category through more than one retail format during the year or visit multiple retailers on one shopping trip

Question 7

Culture

Answer 7

distinctive heritage shared by a group of people. It passes on beliefs, norms, and customs

Question 8

Consumer Loyalty

Answer 8

exists when a person regularly patronizes a particular retailer (Store or nonstore) that he or she knowns, likes, and trusts

Question 9

Demographics

Answer 9

objective, quantifiable, easily identifiable, and measurable population data

Question 10

Discretionary Income

Answer 10

money left after paying taxes and buying necessities

Question 11

Evaluation Of Alternatives

Answer 11

stage in the decision process where a consumer selects one good or service to buy from a list of alternatives

Question 12

Extended Decision Making

Answer 12

occurs when a consumer makes full use of the decision process, usually for expensive, complex items with which the person has had little or no experience

Question 13

Family Life Cycle

Answer 13

how a traditional family moves from bachelorhood to children to solitary retirement

Question 14

Household Life Cycle

Answer 14

incorporates the life stages of both family and nonfamily households

Question 15

Impulse Purchases

Answer 15

occur when consumers buy products and/or brands they had not planned to before entering a store, reading a catalog, seeing a tv shopping show, turning to the web, and so forth

Question 16

Information Search

Answer 16

consists of two parts: determining alternatives to solve the problem at hand (and where they can be bought) and learning the characteristics of alternatives. It may be internal or external

Question 17

Lifestyles

Answer 17

ways that individual consumers and families (households) live and spend time and money

Question 18

Limited Decision Making

Answer 18

occurs when a consumer uses every step in the purchase process but does not spend a great deal of time on each of them

Question 19

Motives

Answer 19

reasons for consumer behavior

Question 20

Outshopping

Answer 20

when a person goes out of his or her hometown to shop

Question 21

Perceived Risk

Answer 21

level of risk a consumer believes exists regarding the purchase of a specific good or service from a given retailer, whether or not the belief is actually correct

Question 22

Personality

Answer 22

sum total of an individual’s traits, which make that individual unique

Question 23

Post-Purchase Behavior

Answer 23

further purchases or re-evaluation based on a purchase

Question 24

Problem Awareness

Answer 24

stage in the decision process at which the consumer not only had been aroused by social, commercial, and/or physical stimuli, but also recognizes that the good or service under consideration may solve a problem of shortage or unfulfilled desire

Question 25

Purchase Act

Answer 25

exchange of money or a promise to pay the ownership or use of a good or service. Purchase variables include the place of purchase, terms, and availability of merchandise

Question 26

Reference Groups

Answer 26

influence people’s thoughts and behavior. They may be classified as aspirational, membership, and dissociative

Question 27

Routine Decision Making

Answer 27

takes place when a consumer buys out of habit and skips steps in the purchase process

Question 28

Social Class

Answer 28

informal ranking of people based on income, occupation, education, and other factors

Question 29

Stimulus

Answer 29

cue (social or commercial) or a drive (physical) meant to motivate or arouse a person to act