Ch. 5

Question 1

the buying behavior of final consumers, individuals, and households, who buy goods and services for personal consumptions

Answer 1

consumer buying behavior

Question 2

1. Problem recognition
2. Information search
3. Evaluation of alternatives
4. Purchase decision
5. Post-purchase

Answer 2

5-step decision making process

Question 3

• physical
• psychological
• utilitarian (fuctionality)
• hedonic (style/fun)

Answer 3

types of needs

Question 4

scanning memory to assemble product alternative information (top of mind awareness)

Answer 4

internal search

Question 5

information obtained from retailers, marketer-dominated media (ads, co. websites), interpersonal sources (friends/family, social media), independent media (news reports), experiential search (product sample/trial)

Answer 5

external search

Question 6

features we use to differentiate among our choices (criteria on which products differ carry more weight)

Answer 6

determinant attributes

Question 7

occurs when consumer perceives different between current state and ideal state

Answer 7

need recognition

Question 8

consumers need information to solve problems

Answer 8

information search

Question 9

deciding on one product and acting on choice

Answer 9

purchase decision

Question 10

perceptions - expectations = ___

Answer 10

satisfaction

Question 11

perceptions <= expectations

Answer 11

dissastisfaction

Question 12

perceptions = expectations

Answer 12

satisfaction

Question 13

perceptions >= expectations

Answer 13

delight

Question 14

internal conflict arising from inconsistency between beliefs, behavior or a combo of both (e.g. buyer’s remorse)
(especially likely for products that are expensive, don’t work as intended, infrequently purchases, and associated with high risk)

Answer 14

cognitive dissonance

Question 15

Satisfaction impacts customers loyalty and word-of-mouth (WOM) communication (T/F)

Answer 15

True

Question 16

• cultural
• social
• personal
• psychological

Answer 16

characteristics affecting consumer behavior

Question 17

learned set of meanings, rituals, norms, and traditions that are shared among members of an organization or society

Answer 17

culture

Question 18

Why do marketers care about culture?

Answer 18

It can affect all aspects of consumer behavior

Question 19

actual or imaginary individual or group that serves as point of comparison for an individual in the formation of values, attitudes, or behavior

Answer 19

reference group

Question 20

groups that we admire and desire to be liked (we want to be part of)

Answer 20

aspiration/aspirational groups

Question 21

groups to which we currently belong

Answer 21

identity groups

Question 22

groups we do not belong to and do not want to

Answer 22

dissociative groups

Question 23

• gatekeeper
• influencer
• decider
• buyer
• user

Answer 23

household roles

Question 24

household member who collects and controls info important to decider

Answer 24

gatekeeper

Question 25

household members who try to express their opinions and influence the decision

Answer 25

influencer

Question 26

person who actually determines what will be chosen

Answer 26

decider

Question 27

person who physically acquires product

Answer 27

buyer

Question 28

household member who consumes product

Answer 28

user

Question 29

a pattern of living that determines how people choose to spend their time, money, and energy and reflects their values, tastes, and preferences

Answer 29

lifestlye

Question 30

need strong enough to prompt satisfaction seeking

Answer 30

motive

Question 31

process by which we select, organize, and interpret information to assign meaning to our world

Answer 31

perception

Question 32

- helps target audience meet unmeet need - need recognition/creation - buyer's characteristics - buyer's decision process

Answer 32

inside the black box

Question 33

According to the stimulus-response model of buyer behavior, marketing and other stimuli enter the consumer's _____ and produce certain responses

Answer 33

black box

Question 34

Compared to the mainstream buying public, Hispanic consumers tend to be deeply _____ oriented, making this a special characteristic and behavior

Answer 34

family

Question 35

Consumer motivation, perception, and learning are related to the ____ factors influencing consumer behavior

Answer 35

psychological

Question 36

_____ behavior occurs when consumers are highly involved with an expensive, infrequent, or risky purchase but see little difference among brands

Answer 36

dissonance-reducing buying

Question 37

Habitual buying behavior occurs under conditions of ___ consumer involvement and ___ significant brand difference

Answer 37

low, little

Question 38

In the product adoption process, there are ___ stages.

Answer 38

5

Question 39

The 1st group marketers try to bring their new products to the attention to are potential _____

Answer 39

innovators