Chapter 4 ACCESS PWRPOINT

Question 1

T/F- Women make 60% of new car buying decisions and influence 87% of decisions

Answer 1

True

Question 2

The problem recognition process for the purchase decision process starts with which two items

Answer 2

• Consumer’s ideal situation
  -Consumer’s actual situation

Question 3

How many people on average with a satisfied customer experience tell people of the experience?

Answer 3

3 people

Question 4

How many people on average with a dissatisfied customer experience tell people of the experience?

Answer 4

9 people

Question 5

A learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way is known as

Answer 5

Attitude

Question 6

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

Answer 6

Beliefs

Question 7

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

Answer 7

Brand Community

Question 8

A favorable attitude toward and consistent purchase of a single brand over time is known as

Answer 8

Brand Loyalty

Question 9

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

Answer 9

Consumer Behavior

Question 10

A visual representation of all the touchpoints a consumer comes into contact with before, during, and after a purchase is known as

Answer 10

Consumer Journey Map

Question 11

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

Answer 11

Consumer touchpoints

Question 12

The distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors is known as

Answer 12

Family Life Cycle

Question 13

The personal, social, and economic significance of the purchase to the consumer is known as

Answer 13

Involvement

Question 14

Those behaviors that result from (1) repeated experience and (2) reasoning is known as

Answer 14

Learning

Question 15

The energizing force that stimulates behavior to satisfy a need is known as

Answer 15

Motivation

Question 16

Individuals who exert direct or indirect social influence over others is known as

Answer 16

Opinion Leaders

Question 17

The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences is known as

Answer 17

Perceived Risk

Question 18

The process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world is known as

Answer 18

Perception

Question 19

A person’s consistent behaviors or responses to recurring situations is known as

Answer 19

Personality

Question 20

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

Answer 20

Purchase Decision Process

Question 21

People to whom an individual looks as a basis for self-appraisal or as a source of personal standards is known as

Answer 21

Reference Groups

Question 22

The relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped is known as

Answer 22

Social Class

Question 23

Subgroups within the larger, or national, culture with unique values, ideas, and attitudes is known as

Answer 23

Subcultures

Question 24

The influencing of people during conversations is known as

Answer 24

Word of Mouth