Chapter 4 ACCESS PWRPOINT Flashcards
T/F- Women make 60% of new car buying decisions and influence 87% of decisions
True
The problem recognition process for the purchase decision process starts with which two items
- Consumer’s ideal situation
-Consumer’s actual situation
How many people on average with a satisfied customer experience tell people of the experience?
3 people
How many people on average with a dissatisfied customer experience tell people of the experience?
9 people
A learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way is known as
Attitude
A consumer’s subjective perception of how a product or brand performs on different attributes based on personal experience, advertising, and discussions with other people is known as
Beliefs
A specialized group of consumers with a structured set of relationships involving a particular brand, fellow customers of that brand, and the product in use is known as
Brand Community
A favorable attitude toward and consistent purchase of a single brand over time is known as
Brand Loyalty
The actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions is known as
Consumer Behavior
A visual representation of all the touchpoints a consumer comes into contact with before, during, and after a purchase is known as
Consumer Journey Map
A marketer’s product, service, or brand points of contact with a consumer from start to finish in the purchase decision process is known as
Consumer touchpoints
The distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors is known as
Family Life Cycle
The personal, social, and economic significance of the purchase to the consumer is known as
Involvement
Those behaviors that result from (1) repeated experience and (2) reasoning is known as
Learning
The energizing force that stimulates behavior to satisfy a need is known as
Motivation
Individuals who exert direct or indirect social influence over others is known as
Opinion Leaders
The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences is known as
Perceived Risk
The process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world is known as
Perception
A person’s consistent behaviors or responses to recurring situations is known as
Personality
The five stages a buyer passes through in making choices about which products and services to buy include (1) problem recognition, (2) information search, (3) alternative evaluation, (4) purchase decision, and (5) postpurchase behavior is known as
Purchase Decision Process
People to whom an individual looks as a basis for self-appraisal or as a source of personal standards is known as
Reference Groups
The relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped is known as
Social Class
Subgroups within the larger, or national, culture with unique values, ideas, and attitudes is known as
Subcultures
The influencing of people during conversations is known as
Word of Mouth