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Comm 204 > Module 3: Consumer Behaviour > Flashcards

Module 3: Consumer Behaviour Flashcards

1
Q

action a person takes in purchasing and using products

A

consumer behaviour

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2
Q

understanding why and how customers buy and consume products

A

consumer behaviour

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3
Q

consumer behaviour is understanding the _____ and ________

A

purchasing decision process

post-purchase behaviour

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4
Q

5 stages of the purchase decision process

A
  1. problem recognition
  2. info search
  3. evaluation of alternatives
  4. purchase decision
  5. post-purchase behaviour
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5
Q

perception of an unmet need or problem to be solved

A

problem recognition

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6
Q

may include an internal/external search for info

A

info search

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7
Q

uses a consumer’s evaluative crieteria

A

evaluate alternatives

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8
Q

choice of product, where and when to buy

A

purchase decision

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9
Q

level of satisfaction comparison to expectations

A

post-purchase behaviour

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10
Q

marketing can activate consumer decision process by showing the ______ of competing/currently owned products

A

shortcomings

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11
Q

scanning memory for previous experiences with product/brand

A

internal search

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12
Q

sufficient for frequently purchased products

A

internal search

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13
Q

when past experience is insufficient, risk is high, and cost of gathering info is low

A

external search

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14
Q

3 primary sources of external info are:

A
  • personal sources
  • public sources
  • marketer-dominated sources
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15
Q

the group of brands a consumer has become aware of through internal and external search process

A

evoked set

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16
Q

feeling of post-purchase anxiety

A

cognitive dissonance

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17
Q

occurs even if consumer is somewhat satisfied from their purchase

A

cognitive dissonance

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18
Q

expensive and have serious personal consequences

A

high-involvement purchases

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19
Q

in high-involvement purchases the _______ is more extensive

A

evaluation process

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20
Q

inexpensive and does not reflect on the consumer’s image

A

low involvement purchases

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21
Q

use of cognitive shortcuts like price, habit, brand familiarity to help make choice

A

low involvement purchases

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22
Q

3 problem-solving variations in consumer decision process

A
  1. routine problem solving
  2. limited problem solving
  3. extended problem solving
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23
Q

virtually a habit, little effort for seeking external info, used for low-priced, frequently purchased products

A

routine problem solving

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24
Q

use of moderate info seeking efforts, used when buyers have little time or effort

A

limited problem solving

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25
Q

each stage is used, considerable time and effort for searching external info and alternatives, used in high-involvement purchase situations

A

extended problem solving

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26
Q

5 situational influences that impact purchase decision process

A
  1. purchase task/reason
  2. social surroundings
  3. physical surroundings
  4. temporal effects
  5. antecedent states
27
Q

helps marketers understand why and how consumers behave as they do

A

psychological influences on consumer behaviour

28
Q

psychological influences on consumer behaviour include: (6)

A 
motivation
personality
perception
learning values
beliefs 
attitudes
29
Q

energizing force that stimulates behaviour to stratify a need

A

motivation

30
Q

often reveled in a person’s self-concept

A

personality

31
Q

process where individual selects, organizes and interprets info to create a picture

A

perception

32
Q

filters the info so only some is understood, remembered or available to the conscious mind

A

selective perception

33
Q

when ppl pay attention to messages that are consistent with their own beliefs

A

selective exposure and comprehension

34
Q

when consumers don’t remember info they see/hear even minutes afterwards

A

selective retention

35
Q

the anxiety felt cuz consumer can’t anticipate the outcome of a pruchase

A

perceived risk

36
Q

perceived risk affects which stage

A

information stage

37
Q

patterns of living are expressed in terms of AIO

A

activities, interests, and opinions

38
Q

analysis of consumer lifestyle

A

psychographics

39
Q

useful in segmenting and targeting consumers for new and existing products

A

psychodynamics

40
Q

way for company to develop a company profile based on common AIOs

A

VALS program

41
Q

evolve from consumer’s formal and informal relationships with other ppl

A

socio-cultural infleunces

42
Q

socio-cultural influences include: (4)

A

personal influence
reference groups
family influences
local/global culture

43
Q

being influenced by those we trust and whom we interact and discuss experiences with

A

personal influence

44
Q

individuals who have social influences over others

A

opinion leadership

45
Q

most powerful info source for consumers

A

word of mouth

46
Q

reference groups influence a person’s (3)

A

attitude
values
behaviour

47
Q

have a stronger influence when consumer is less experienced or confident

A

reference groups

48
Q

allow marketers to get closer to consumers to better understand their needs and how they think

A

brand communities

49
Q

brand communities can create

A

brand loyalty

50
Q

family influences result from 3 sources:

A

consumer socialization
family life cycle
family decision making

51
Q

process where ppl acquire skills, knowledge and attitudes to function as a consumer

A

consumer socialization

52
Q

distinct phases a family progresses through from formation to retirement, each phase bringing different purchasing behaviours

A

family life cylce

53
Q

r roles family members can play in the purchase process

A 
info gatherer
influencer
decision maker
purchaser
user
54
Q

set of values, ideas and attitudes that are learned/shared among members of a group

A

culture

55
Q

subgroups within larger culture with unique values/ideas/attitudes

A

subcultures

56
Q

study of similarities and differences among consumers in 2 or more nations/societies

A

cross-cultural analysis

57
Q

developing automatic responses to situations built up through repeated exposure to it

A

behavioural learning

58
Q

we learn from: (4)

A

drive, cues, response, reinforcement

59
Q

occurs when response brought about by one stimulus is generalized to another stimulus

A

stimulus generalization

60
Q

one’s ability to perceive differences among similar products

A

stimulus discrimination

61
Q

making connections between 2 or more ideas or observing outcomes of other’s behaviours and adjusting yours accordingly

A

cognitive learning

62
Q

favourable attitude toward a brand over time

A

brand loyalty

63
Q

hard for marketers to influence cuz they are deeply rooted

A

values

64
Q

marketers can change a consumer’s _____ about a product or brand

A

beliefs

Comm 204 (7 decks)

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