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The fact that consumers have limited capacity for processing information is referred to as

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Bounded Rationality

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_____ requires knowledge of specific attributes and involves attribute-by-attribute comparisons across brands.

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Attribute-Based Choice

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A choice based on the "how do I feel about it" heuristic is referred to as

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Affective Choice

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The motives that underlie behaviors designed to achieve a second goal are termed

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Instrumental Motives

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Advertising can affect the importance of evaluative criteria by

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increasing attention and elaboration of the evaluative criteria

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The _________ decision rule establishes a minimum level of performance for each important attribute (often a fairly high level), and all brands that meet or exceed the performance level for any key attribute are considered acceptable.

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Disjunctive

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The ________ decision rule requires the consumer to rank the criteria in order of importance, and then the consumer selects the brand that performs best on the most important attribute.

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Lexicographic

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The consumer decides what their acceptance levels are on various features; Price Grabber

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only presents the set of brands that meet those criteria

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________ underline behaviors that are intrinsically rewarding to the individual involved.

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Consummatory Motives

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________ are the various dimensions, features, or benefits consumers look for in response to a specific problem.

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Evaluative Criteria

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Firms with limited reputation sometimes

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form brand alliances with a reputable firm in order to gain from the quality associated with the known brand.

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Consumers are not aware of product brand names in _______

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blind tests

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A consumer might infer that since a product has a relatively high price it must also

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be high quality

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_______ relates to an individual's ability to distinguish between similar stimuli.

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Sensory discrimination

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________ can dramatically influence choice as when a new brand in the set makes an existing brand a compromise option, thus increasing its chances of being chosen.

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Competitive context

question

Catalog Age, as reported in the text, found that consumers shop online for reasons similar to those for shopping from catalogs. The major reason consumers shop online and from catalogs is due to

answer

no time to go to the store

question

is a shopping motivation of consumers

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Recreation, social aspects, utility, minimizing shopping time

question

Which of the following is a segmentation of shoppers who are motivated primarily by getting exactly what they want in the least amount of time?

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basic shoppers

question

Which of the following is a segmentation of shoppers who are motivated by many aspects of shopping?

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enthusiast shoppers

question

Which of the following is a component of store image

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Store atmosphere, store size, store location, and store advertising

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Spillover sales refer to

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sales of additional items to customers who came to purchase an advertised item

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Shelf talkers are a type of

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point-of-purchase material

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Catalogs and the Internet appear to work in a complementary fashion.

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True

question

Consumers who browse and/or purchase in more than one channel

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Multi-Channel Shoppers

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________ is a shopping style that puts particular emphasis on certain activities or shopping motivations.

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Shopping Orientation

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Major _______ purchases such as automobiles or specialty items such as wedding dresses generate greater willingness to travel.

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High-Involvement

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The best approach for retailers seems to be to present the sale price and the dollar amount saved if it is large

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True

question

________ are motivated primarily by getting exactly what they want in the least amount of time.

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Basic Shoppers

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Bossing around retail clerks is a nonpurchase reason for shopping.

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True

question

Individuals go shopping for more complex reasons than simply acquiring a product or set of products

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True

question

_______ are purchases consumers make in a retail outlet that are different from those they planned to make prior to entering that retail outlet.

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Unplanned purchases

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Which of the following is not generally an outcome for a satisfied customer?

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Brand Switching

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Doubt about the wisdom of a purchase shortly after the purchase is referred to as

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Postpurchase Dissonance

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Which of the following is an alternative if a consumer decides to retain a product's package?

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store it and use it for a new purpose

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Which of the following is true regarding the Net Promoter Score (NPS)?

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it appears to tap attitudinal loyalty, it tends to be predictive of growth, it works well in only some industries

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Satisfaction with a purchase is primarily a function of

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Perceived performance relative to expectations

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Satisfaction with a product is primarily a function of

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Symbolic Performance and Instrumental Performance

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The styling of a suit represents

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Symbolic Performance

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A ___________ occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary.

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consumer-to-consumer sale

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The first step a firm should most want from a dissatisfied customer is

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for them to complain to the company and no one else; this gives the company a chance to resolve the problem.

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The dissatisfied customer is likely to have a less favorable attitude toward the store or brand when

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no external action is taken

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________ is centered on understanding consumer needs at the individual consumer level.

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Relationship Marketing

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_________refers to the fact that repeat and specifically committed customers tend to buy the brand consistently rather than waiting for a sale or continually negotiating price.

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Price Premium

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When customers are committed to the brand it is known as

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brand loyalty

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____________ are the costs of finding, evaluating, and adopting another solution.

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Switching Costs

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deal directly with consumers

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Frontline Employees

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The organizational culture of a business firm is often referred to as

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Corporate Culture

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Segmenting an organizational market based on unique needs associated with firmographics is referred to as

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Macrosegmentation

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Perhaps the most powerful type of reference group in industrial markets is that of

answer

Lead Users

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Large organizations generally involve

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more individuals in the decision-making process

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Roles that may be played by any member of a decision-making unit include all of the following

answer

Key influencer, user, decision maker, information gatherer

question

Which factor(s) influence(s) whether a relationship will be transactional or relational?

answer

Industry structure, decision-making culture, risk tolerance

question

Healthy business relationships depend on _______.

answer

legitimacy and compatibility, social relations, economic and shared values, learning bonds

question

Organizations develop _______ that influence the behavior of their members

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unique rules and cultures

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A ____________ consists of the types of individuals who work in the organization.

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Organization's composition

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_______ are categorized as routine, complex, or technical

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Organizational Activities

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_______ are as important to organizations as demographics are to consumers for understanding purchase behavior

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Firmographics

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______ is much like lifestyle in the organizations vary dramatically in how they make decisions.

answer

Organizational Culture

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Payments, warranties, delivery dates, and so on are

answer

purchase terms and conditions

question

One expert estimates that only ____ of buyers fall into the most valuable customer category.

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10 percent

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From a seller's point of view, all buyers are worth developing relational exchanges with.

answer

False

question

As in the B2C domain, some customers are worth having strong relationships with, some should be managed as transactional clients, and some should be terminated

answer

True

question

Much of the basis of concern over marketing to children derives from

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Affective Response Development

question

CARU stands for

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Children's advertising review unit

question

Which of the following are not prohibited, discouraged, or subject to special rules by CARU guidelines?

answer

using advertising to portray adults or children in unsafe conditions, using advertising to portray or encourage behavior inappropriate for children, using advertising to convey to children that possession of a product will result in greater acceptance, urging children to ask a parent to buy a product for them

question

_____ is a type of mobile marketing used to reach children.

answer

ringtones, text-in contests, mobile games

question

Critics contend that

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the affect of numerous ads all promoting the acquisition of products distorts children's values.

question

Words that pragmatically imply something not literally stated are known as

answer

Hedge Words

question

Two unrelated statements put together in a way that makes them seem related and changes the meaning are known as

answer

Juxtaposed Imperatives

question

The regulation of marketing activities to children includes

answer

product safety, advertising and promotions, and privacy protection

question

"Part of a nutritious breakfast" and "Batteries not included" are known as warning labels.

answer

False

question

______ can be ineffective with pre-school children who have a difficult time understanding these phrases.

answer

Disclaimers

question

According to _________ children are not fully able to process and understand marketing messages until about age 12.

answer

Piaget's stages of cognitive development

question

_________ is the basis for most regulation of advertising aimed at children and according to critics, for some marketing programs that deliberately exploit children.

answer

Piaget's stages of cognitive development

question

______ serves as the American advertising industry's primary self-regulatory body.

answer

The National Advertising Division of the Council of Better Business Bureaus

question

The impact on commercial messages on ________ are areas of concern due to the amount of time children spend watching television.

answer

children's values and health and safety

question

CARU reviews thousands of advertisements every year and has an _________ in resolving issues related to children's advertising.

answer

95 percent success rate

question

The FTC's new framework and guidelines are currently

answer

voluntary

question

______ are implied meanings that are neither directly stated nor logically implied

answer

Pragmatic Implications

Consumer Behavior Chapter 16-20 – Flashcards

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