Which of the following consumer problem-solving processes will probably be used in purchasing toothpaste? a) Extended problem solving b) Routinized response behavior c) Intensive problem solving d) Limited problem solving e) Perceptual scanning

b) Routinized response behavior More test answers on https://studyhippo.com/chp-7-mktg/

Stacy is going to the store to buy a gallon of milk. She will most likely use ___________ in her consumer decision-making process. a) routinized response behavior b) limited problem solving c) extended problem solving d) perceptual scanning e) evaluation of alternatives

a) routinized response behavior More test answers on https://studyhippo.com/chp-7-mktg/

Home Page Social Science Psychology Consumer Psychology Extended Problem Solving

Extended Problem Solving Flashcards, test questions and answers

Q: For which of the following items would extended problem solving mostly likely be used?

a silicon injection More test answers on https://studyhippo.com/marketing-302-test-2/

Q: Temporary and dynamic factors that result from a particular set of circumstance a consumer is facing when making purchase decisions characterize enduring involvement. extended problem solving. selective exposure. situational involvement. selective retention.

situational involvement. More test answers on https://studyhippo.com/chapter-7-consumer-buying-behavior/

Q: Temporary and dynamic factors that result from a particular set of circumstance a consumer is facing when making purchase decisions characterize a) enduring involvement. b) extended problem solving. c) selective exposure. d) situational involvement. e) selective retention.

d) situational involvement. More test answers on https://studyhippo.com/chp-7-mktg/

Q: While shopping at a Kroger grocery store, Tom sees a display of his favorite brand of diet cola. He buys a six-pack to take home for the weekend. This purchase process would be described as a) routinized response behavior. b) extended problem solving. c) limited problem solving. d) situational perception. e) enduring involvement.

a) routinized response behavior. More test answers on https://studyhippo.com/chp-7-mktg/

Q: The three most widely recognized types of consumer problem solving are: a. limited problem solving, extended problem solving, and routinized response behavior. b. extended problem solving, enduring problem solving, and situational problem solving. c. planned problem solving, impulse buying, and limited problem solving. d. internal problem solving, external problem solving, situational behavior. e. responsive behavior, planned behavior, and impulsive problem solving.

a– limited, extended, routine– LER More test answers on https://studyhippo.com/marketing-ch-7-47557/

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We've found 14 Extended Problem Solving tests

Consumer Psychology Extended Problem Solving Limited Problem Solving Purchase Decision Process

college marketing true false and multiple choice – Flashcards 42 terms

Thomas Alday

42 terms

Preview

college marketing true false and multiple choice – Flashcards

question

internal search w

answer

occurs when consumers scan their memory for previous experiences with products or brands

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consideration set

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the group of brands a consumer would consider acceptable from among all the brands in the product class of which he or she is aware is

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motivation

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is the energizing force that stimulates behavior to satisfy a need

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perceived risk

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the anxiety felt because the consumer cannot anticipate the outcomes of purchase, but believes there may be a negative consequence which is

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you see marketing every day

answer

true

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non profit businesses conduct marketing activities

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true

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a marketing mix is the blending of three elements

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false

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marketing can not be successful for a low-quality product

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false

question

marketing

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An organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders

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place

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the ability to buy soda from a vending machine demonstrates the place aspect of the marketing mix

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prospective customers include

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all of the above

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the text explains that the two central concerns of marketing are

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discovering and satisfying needs

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target market

answer

sound and cinema is a company that will turn an ordinary basement into a home theater. it advertises in publications that are mailed to homeowners in subdivisions in which the least expensive home cost 775,000. these homeowners are the target market for sound and cinema

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marketing mix

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a marketing mangers controllable factors-product price promotion and place

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product

answer

the owners of old school brand authentic antique foods researched civil war records to come up with recipes used in the old fashioned cookies the company produces and markets. this statement deals with which part of the marketing mix

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marketing concept

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in the 1960s, Pillsbury defined as " we are the business satisfying needs and wants to customers." this is a brief statement of what has come to be known as the marketing concept

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all the above

answer

do politicians, nonprofit organizations, and major corps. use marketing?

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all the above

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which of the following items are likely marketed

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ultimate consumers

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the people who use the goods and services purchased for a household

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organizational buyers

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manufacturers, wholesalers, retailers, and government agencies that buy goods and services for their own use or for resale

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following eras in correct order

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production era, sales era, marketing dept era, consumer era

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4 ps are

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place, product, promotion, price

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when marty attened his first statistics class, he realizes that he ought to buy a calculator or else he would be iunable to do assignments. in which stage of the consumers purchase decisions process was marty when he made this realization

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problems recognition

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Keisha is in the process of buying a new car appropritate to her role as the newest vice president at her company. she was overheard telling a co-worker. "the Volvo has reclining bucket seats, but the Cadillac has front and back stereo speakers."

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alternative evaluation

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bertween classes. many college students stop at conveniently locataed snak shak for their favorite candy bar and soft drink. their choices are generally made wuicjly and with little or no effort to consider alternative product offerings. the college students are involved in

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extended problem solving

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hierarchy of needs in order

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physiological, safety, social needs, personal, self actualization

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self concept

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is the way ppl see themselves and the way they believe others see them

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more magazibes us a new publiciation designed to appeal to women over the age of 40. demand for such magazines is an example of how changing demographic characteristics impact the marketing environment

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demographics

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the most recent esitimates indicate that the population of the world is

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growing

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remote suburbs are called

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exerbs

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the owner of your local kfc franchise has had a good year with rising renenues and reduced operating coosts that resulted ina personal income of roughly 100,000. approximately one third of the was taken for local, state and federal income taxes, and another third went to pay for mortgage, car payments, food, clothing, and other necessities. the remaining third is called

answer

discretionary income

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income is the total amount of money made in one year by a person, household or family unit

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gross income

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a form of competition in which every company has a similar product

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pure compeitions

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is the form of competition where just a few companies control the majority of industry sales

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oligopoly

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the form of compeition when only one firm sells the product

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monopoly

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when an industry attempts to police itself rather than relying on government controls, this action is called

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self regulation

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the blended family is one

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1 person and another who are previously married

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ethics serve as guidelines on how to act rightly and justly when faced with moral dilemmas

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all the above

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which of the following activites is the least objectionable from the standpoint of ethics

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running ads that point out the weaknesses of competitive products

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a study of marketing can

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do all the above

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which of the following would be the best target market for tickets to the home game of the dallas cowboys pro football team

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people in the dallas area with an interest in pro football

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over the past 30 years in the us the attitudes of men and women have changed. which of the following factors have contributed to this shift in attitudes

answer

development of products that reflect particular needs of each gender.

STUDY

Consumer Psychology Extended Problem Solving Limited Problem Solving Marketing Principles Of Marketing Purchase Decision Process

Marketing Exam 1 Chapter 5 – Flashcards 118 terms

Richard Lattimore

118 terms

Preview

Marketing Exam 1 Chapter 5 – Flashcards

question

Subcultures refer to

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subgroups within the larger, or national, culture with unique values, ideas, and attitudes.

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Which of the following is NOT a strategy used by marketers of high-involvement offerings?

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avoid stockout situations so that buyers don't substitute a competing brand Option 3

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Consumers accompanied by children

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purchase about 40 percent more than when shopping alone.

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Sociocultural influences, which affects the consumer purchase decision process, include all of the following EXCEPT:

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values, beliefs, and attitudes

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When the state of Virginia touts the slogan "Virginia is for Lovers," it is trying to appeal to people's __________ in order to attract them as potential residents and/or part of its workforce.

answer

self-concept

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Pepsi-Cola made "freshness" an important product attribute when it stamped freshness dates on its cans. Prior to doing so, few consumers considered freshness an issue. Pepsi is trying to change consumers' attitudes toward its soft drinks by

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changing the perceived importance of a specific attribute.

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Which of the following statements about the VALS framework is NOT true?

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The different levels of resources people may possess (money, time, talents, etc.) have no effect on the expression of their primary motivation.

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Which of the following statements about the family life cycle is most accurate?

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The family life cycle concept describes a continuum along which developing families can be placed.

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Dutch tulip growers have developed pre-sprouted bulbs, which will bloom in consumers' gardens just a few weeks after spring planting so people who didn't or couldn't plant bulbs in the fall will have spring flowers. Nurseries plan to promote the pre-sprouted tulips to people who appreciate "finer things" and will pay the premium price. Which of the following VALS segments would be most suitable for this product?

answer

innovators

question

The most basic needs are physiological, followed by safety, social, and personal. According to the hierarchy of needs, what category of needs is of the highest order?

answer

self-actualization

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During the consumer purchase decision process, an individual at the __________ stage will perceive differences between his or her ideal and actual situations big enough to trigger a decision.

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problem recognition

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Which of following statements is NOT true about attitudes?

answer

Marketers are primarily concerned with American core values when developing advertising messages.

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An Asian family living in San Francisco for four generations has three children. The oldest son, George, is in medical school. Susan is a concert pianist at the age of 21. Fred is a second-year business student. This family is likely to exhibit which of the following Asian American buying patterns?

answer

assimilated, exhibiting buying patterns very much like other typical American consumers

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__________ influences on consumer behavior results from three sources: consumer socialization, passage through the family life cycle, and decision-making within the family or household.

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family

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The information search stage clarifies the problem for the consumer by: (1) __________; (2) yielding brand names that might meet the criteria; and (3) developing the consumer value perception that each alternative presents.

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suggesting criteria to use for the purchase

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If, in an attempt to sell more soft drinks and popcorn, a theater owner were to embed very brief messages during the movie trailers before showing the feature film. The messages, which flashed on the screen for such a short time that moviegoers were not consciously aware of the messages, urged consumers to "Drink Coke" and to "Eat Popcorn." If research were to show that the messages were largely ineffective. This hypothetical example suggests that

answer

subliminal messages may have limited effects on behavior.

question

Recall the famous experiment when Dr. Pavlov presented salivating dogs with food at the same time he rang a bell. Eventually, when Pavlov only rang the bell, the dogs would still salivate even though food was not presented. What consumer behavior principle was involved in this research?

answer

behavioral learning

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About 65 percent of BzzAgents are

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older than 25

question

Which of the following statements about personality is most accurate?

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Most personality traits are inherited or formed at an early age through socialization.

question

Perceiving a difference between a person's ideal and actual situations that is big enough to trigger a decision is called

answer

problem recognition

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Steve overheard one of his coworkers in a phone conversation say, "Thank you for taking my call so quickly. I'd like to order the 16-gigabyte iPad. I'll pick it up today at the Southdale Apple store. Can I use the easy pay plan?" The coworker was in which stage of the consumer purchase decision process?

answer

purchase decision

question

In the hierarchy of needs, __________ needs involve self-preservation as well as physical and financial well-being.

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safety

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Women buy what percentage of new cars?

answer

60%

question

The long-running U.S. Army recruiting advertisement that invited enlistees to "Be All You Can Be" appeals to which of hierarchy of needs level?

answer

self-actualization

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The American Express advertising claim that "membership has its privileges" creates which type of reference group?

answer

aspiration group

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What percentage of U.S. product sales are directly tied to word of mouth activity among friends, family, and colleagues?

answer

67%

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The way people see themselves and the way they believe others see them is referred to as

answer

self-concept

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Needs involving personal fulfillment are called __________.

answer

self-actualization

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A __________ is the reward that is given to a consumer.

answer

reinforcement

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In the VALS framework, consumers motivated by ideals are guided by knowledge and principle. One segment of the two ideals-motivated groups, known as __________, are mature, reflective, and well-educated people who value order, knowledge, and responsibility.

answer

thinkers

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If you hold a personal value of being thrifty, then you probably will have a positive __________ toward automobiles with good fuel economy.

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attitude

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A(n) __________ in the consumer purchase decision process occurs when consumers scan their memory for previous experiences with products or brands.

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internal search

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The VALS framework is an example of

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a psychographic system.

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When past experience is insufficient, the risk of making a wrong decision is high, and the cost of gathering information is low, a consumer is more likely to use an __________ for information.

answer

external search

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A consumer's purchases are often influenced by the views, opinions, or behaviors of others. Two aspects of personal influence that are important to marketing are __________ and word-of-mouth activity.

answer

opinion leader

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an attitude refers to

answer

a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.

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In the VALS framework, each consumer segment exhibits unique media preferences. Which segment would be the most likely to visit Internet chat rooms?

answer

experiencers

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Which of the following statements about subliminal perception is most accurate?

answer

About half of U.S. consumers think that subliminal messages can cause them to buy things they don't want.

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Laura was thrilled to begin her new job after she graduated from college. Which of the following purchases would most likely have the greatest perceived risk for her the day before she begins the job?

answer

a new outfit for her first day at work

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If a fraternity or sorority wanted to attract new members, it should focus on people who view its current members as a(n) __________ group.

answer

aspiration

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Situational influences refer to

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the five aspects of the purchase situation that impact the consumer purchase decision process: purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states.

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Another name for the analysis of consumer lifestyles is __________.

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psychographics

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Which of the following statements about psychographics is most accurate?

answer

Psychographics combines psychology, lifestyle, and demographics to uncover consumer motivations for buying and using offerings.

question

Sources of external information that originate with the sellers of products and services and include advertising, company websites, salespeople, and point-of-purchase displays in stores are referred to as

answer

marketer-dominated sources

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Various product-rating organizations such as government agencies and TV "consumer programs" are called

answer

public sources

question

Cognitive dissonance refers to

answer

the feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives.

question

There are five stages in the consumer purchase decision process. The fifth stage is __________.

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postpurchase behavior

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Most people already know that Tums, a popular antacid, contains calcium. Today, Tums antacid stresses both the benefits of the antacid itself and the fact that Tums can be used as a calcium supplement. The new promotion involves changing consumers' attitudes toward Tums by

answer

changing the perceived importance of a specific attribute.

question

Five situational influences have an impact on a consumer's purchase decision process. They are: __________, social surroundings, physical surroundings, temporal effects, and antecedent states.

answer

purchase task

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Five situational influences have an impact on a consumer's purchase decision process. They are: purchase task, social surroundings, physical surroundings, __________, and antecedent states.

answer

temporal effects

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There are five stages in the consumer purchase decision process. The fourth stage is __________.

answer

purchase decision

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Five situational influences have an impact on a consumer's purchase decision process. They are: purchase task, social surroundings, __________, temporal effects, and antecedent states.

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physical surroundings

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If you read a chapter from your marketing textbook the night before this test and still cannot remember the correct marketing term to answer this question, it may very well be the result of

answer

selective retention

question

Evaluative criteria refer to

answer

the objective and subjective attributes of a brand consumers use to compare different products and brands.

question

It is time for the Ramirez family to plan its annual vacation. The father wants to stay home this year and use the vacation money to work on the house. The paternal grandmother who lives with them wants to visit relatives in New York. The father asks his mother to determine how much a trip to New York would cost the family and if they could stay with relatives while they were there. The mother and the daughter, Mary, want to go to the beach. Which of the following sentences best describes the roles each family member played in making this decision?

answer

The grandmother plays the roles of user, influencer, and information gatherer.

question

Marketers recognize that people have an actual self-concept and __________.

answer

an ideal self-concept

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A palindrome is a word or phrase that reads the same whether read from right or left (e.g., madam). Originally, Marshall was unaware of the term. However, once he read an article about palindromes for his English class, he saw three examples of the term that week. This is most likely the result of

answer

selective perception

question

A consideration set refers to

answer

the group of brands that a consumer would consider acceptable from among all the brands of which he or she is aware in the product class.

question

An Acura automobile ad is headlined by a quote from Henry David Thoreau, "Go in the Direction of Your Dreams." This ad is most likely to appeal to consumer's __________ needs.

answer

personal

question

Mary was offended by the brand name of a new product for women. She believes the name of the product is demeaning and that it must reflect a negative attitude of the manufacturer towards women in general. Although this may simply be the result of __________, if other women interpret the name choice the same way, there is a strong likelihood this product could fail.

answer

selective comprehension

question

A person's ability to perceive differences in stimuli is referred to as

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stimulus discrimination.

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Febreeze is an odor-controlling spray that is manufactured by Procter & Gamble. When Febreeze was introduced, a few people in a chat room stated that the product was harmful to house pets. Unfortunately, the rumor spread. If P&G had not been convinced it would be a very successful product, it would have dropped Febreeze from its P&G product line as a result of

answer

negative word of mouth.

question

Which of the following statements about African American buying patterns is most accurate?

answer

When socioeconomic status differences between African Americans and Caucasians are removed, there are more similarities than points of difference.

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VALS groups of consumers motivated by __________ are those who are guided by knowledge and principle.

answer

ideals

question

NetJets is a company that offers 1/16 or more ownership in a jet plane for a price beginning at $325,000. It gives purchasers privacy, convenience, and flexibility as well as saves them time since the plane is available within four hours unless it's booked by one of the other shareholders. This is MOST LIKELY an example of

answer

a high-involvement purchase that involves limited problem solving.

question

Consumers with credit cards

answer

purchase more than those who purchase with cash or debit cards.

question

Marketers use three approaches to try to change consumer attitudes toward products and brands: (1) changing beliefs about the extent to which a brand has certain attributes; (2) changing the perceived importance of attributes; and (3) __________.

answer

adding new attributes to the product

question

The crowded aisles in retail stores at holiday time may cause shoppers to lose patience and decide on their purchases with far less thought than they otherwise would due to being uncomfortable. This situation is most closely related to which of the following situational influences?

answer

physical surroundings

question

When Clorox uses the Good Housekeeping Seal for its Fresh Step cat litter, its strategy is to reduce a consumer's __________ and encourage purchases.

answer

perceived risk

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The Haggar ad shown above shows that a woman has a(n) __________ role in the purchase decision process when buying men's clothing.

answer

influencer

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In the VALS framework, achievement-motivated consumers who a have lower levels of education and household income than Achievers are called __________.

answer

strivers

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Lifestyle refers to

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a mode of living that is identified by how people spend their time and resources, what they consider important in their environment, and what they think of themselves and the world around them.

question

Opinion leaders refer to

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individuals who exert direct or indirect social influence over others.

question

The family life cycle concept describes the distinct phases a family progresses through from __________, each phase bringing with it identifiable purchasing behaviors.

answer

formation to retirement

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Consumers spend little time and effort evaluating alternatives in the purchase of table salt and milk. The consumer purchase decision process for such staples involves __________, which is virtually a habit and typifies low-involvement decision-making.

answer

routine problem solving

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Your company is introducing a new line of activewear for teenagers and invites the members of the cheerleading squad to a private display of the line. This group consists of __________ for activewear clothing.

answer

opinion leaders

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A local country club has a great golf course, swimming pool, tennis courts, and even a stable for horses. It also has numerous high-profile business people and local politicians as members. To attract new members, the club's board of directors should focus its marketing efforts on people who view its current members as a(n) __________ group.

answer

aspiration

question

Which of the following products is an example of a low-involvement purchase?

answer

colgate toothpaste

question

Connie Walker was happy with her newly purchased laptop. It had all the features she wanted, including wireless capability and a DVD drive. In addition, the $1,200 price tag was reasonable. As she took the computer out of the box, Walker noticed an advertisement in the local paper showing a similar computer that was on sale for only $1,000. Suddenly, Walker began to doubt her purchase decision—maybe she hadn't gotten such a good deal. Walker was most likely experiencing

answer

cognitive dissonance

question

Relatively permanent, homogenous divisions in a society into which people sharing similar values, interests, and behavior can be grouped is referred to as a ____________.

answer

social class

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"Brand" includes Apple, Blackberry, HTC, LG, Motorola, and Samsung. These brands are referred to as the __________ when consumers use Consumer Reports to evaluate smartphones.

answer

consideration sets

question

In the VALS framework, consumers who are looking for products and services that demonstrate success to their peers or to a peer group they aspire to are called a(n)

answer

achievement-motivated group.

question

Many consumers buy a subscription for printed newspapers and have them delivered to their homes by 5:00 AM so that they can read them during breakfast. This purchase is an example of which situational influence?

answer

temporal effects

question

A(n) __________ for information is needed when past experience or knowledge is insufficient, the risk of making a wrong purchase decision is high, and the cost of gathering information is low.

answer

external search

question

a number of factors are listed, such as price, display, voice quality, and battery life for several smartphone brands and models. These factors are the typical __________ for smartphones.

answer

evaluate criteria

question

__________ is a VALS group that would be the most likely to read business and news magazines such as Fortune and Time.

answer

Achievers

question

A person's occupation, source of income (not level of income), and education determine his or her

answer

social class

question

Amy is an avid mystery reader and has decided to purchase a mystery book for her best friend. Since the two friends enjoy the same types of mysteries, Amy knows exactly which book her friend would like. When Amy was scanning her memory for various mystery book authors, she was engaged in

answer

an internal search

question

Those needs which are basic to survival and which must be satisfied first are referred to as

answer

physiological needs.

question

An ad for Conesco's life insurance asks the question, "How do you plan on supporting your family after you pass away?" The ad shows a tombstone with a sign that offers the face of the stone as ad space. The ad is intended to appeal to which of the hierarchy of needs?

answer

safety needs

question

Which of the following is a reason that marketing to Hispanics has proven to be a challenge?

answer

The Hispanic subculture is very diverse.

question

Three teenage girls spent hours at a store trying on various outfits, looking at possible combinations, and asking each other, "How do you think this outfit looks on me?" This situation is most closely related to which of the following situational influences?

answer

social surroundings

question

BzzAgent researches a product or service before committing to a campaign and rejects about _________ of the companies that seek its service.

answer

80%

question

BzzAgent

answer

captures honest word-of-mouth testimonials from satisfied customers who will promote new products or services.

question

Selective exposure is most likely to occur during which stage of the consumer purchase decision process?

answer

postpurchase

question

In the VALS framework, consumers who enjoy the new, the offbeat, and the risky as well as find outlets in exercise, sports, outdoor recreation, and social activities are referred to as __________.

answer

experiencers

question

The question "How long is the warranty for this new Frigidaire dishwasher?" would be asked during the __________ stage in the consumer purchase decision process.

answer

information search

question

In the VALS framework, consumers motivated by achievement look for products and services that demonstrate success to their peers or to a peer group they aspire to. A segment of the achievement-motivated groups, known as __________, are trendy, fun-loving, and less self-confident than Achievers.

answer

strivers

question

Once a consumer has completed the alternative evaluation stage of the consumer purchase decision process, two choices remain, which are

answer

from whom to buy and when to buy. Option 3

question

When purchasing a computer, factors the consumer considers prior to purchase are called __________, which represent both the objective attributes of a brand and the subjective ones used to compare different products and brands.

answer

evaluation criteria

question

Because the average consumer operates in a complex environment, the human brain attempts to organize and interpret information with a process referred to as

answer

selective perception

question

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

answer

reference group

question

When the elementary teacher needed to buy poster board for her class, she remembered that she had previously found some poster board at her local 99¢ Only, Walgreen's, and Family Dollar stores. What term best describes the information search method used by the teacher?

answer

internal search

question

In the VALS framework, two segments stand apart based on their abundance or lack of psychological, physical, and material __________.

answer

resources

question

Among the three racial/ethnic subcultures in the United States, African Americans rank __________ in terms of spending power.

answer

second largest

question

Beliefs refer to

answer

a consumer's subjective perception of how a product or brand performs on different attributes.

question

In the VALS framework, __________ groups are consumers motivated by physical activity, variety, and risk.

answer

self-expression-motivated

question

Retailers can reduce problems associated with selective retention by

answer

providing brochures for consumers to take home.

question

All of the following variables are central to how consumers learn from repeated experience EXCEPT:

answer

purchase

question

In the VALS framework, consumers motivated by ideals are guided by knowledge and principle. __________ choose familiar products and brands, favor American-made products, and are generally brand loyal.

answer

Believers

question

The set of 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 referred to as

answer

consumer behavior

question

Between classes, many college students stop at conveniently located vending machines for their favorite candy bars and soft drinks. Their choices are generally made quickly and with little or no effort to consider alternative product offerings. The college students described here are most likely involved in ________ problem solving purchase situations.

answer

routine

question

An example of a marketer-dominated source of information consulted during an external search would include

answer

point of purchase displays

question

A(n) __________ is a stimulus or symbol perceived by consumers.

answer

cue

question

Ducti is a small company that manufacturers duct-tape wallets. Ducti founder, David Pippenger, discovered there is a large demand for the wallets and watches that Ducti sells. In fact, its product line has expanded to include bags as well. Clearly, some consumers have a favorable evaluation of Ducti products. To have a favorable evaluation, consumers must first

answer

experience problem recognition.

question

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

answer

learning

question

One evening while watching TV, your stomach growls. You see an ad for Subway. You walk to the Subway shop and buy a sandwich, which tastes great. In terms of behavioral learning, walking to the Subway shop and buying a sandwich is a __________.

answer

response

question

The American Floral Council used an ad that showed three flower arrangements varying in size from a single rose to a very large elaborate arrangement. The caption simply read, "Just how mad is she?" This ad relies on which of the following situational influences for its effectiveness?

answer

antecedent states

STUDY

Consumer Psychology Extended Problem Solving Limited Problem Solving Marketing Principles Of Marketing

Marketing Ch 7 Test Questions – Flashcards 81 terms

Steven Ramirez

81 terms

Preview

Marketing Ch 7 Test Questions – Flashcards

question

Abercrombie & Fitch is developing a program to get to know its customers. Which of the following is not a reason why A&F needs to understand consumer buying behavior? a. customer's reactions to marketing strategy can impact the firm's success b. all customers are the same when it comes to buying behavior c. a firm should create a marketing mix that satisfies customers d. it helps the marketer predict how consumers will respond to marketing strategies e. the marketing concept stresses that a firm should know its customers

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Purchasers who intend to use or benefit from the purchased product and do not buy products to make profits are part of the a. consumer market. b. end-use consumption group. c. business market. d. household purchasing group. e. organizational market.

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Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is a. the importance and intensity of interest in a product in a particular situation. b. the buyer's perception, motives, and abilities. c. the amount of external search that an individual puts into the decision-making process. d. the particular circumstance or environment in which consumers find themselves. e. a combination of an individual's demographic factors.

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Justin is purchasing his third car in the past five years. He has been a car enthusiast ever since he was a little boy. He likes to spend his free time looking at car magazines, going to car shows, and watching NASCAR. Justin's interest in cars is referred to as a. situational involvement. b. dynamic involvement. c. enduring involvement. d. dynamic buying behavior. e. situational buying behavior.

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A major determining factor in deciding which type of problem-solving process should be used depends on the individual's intensity of interest in a product and the importance of the product for that person. This is known as an individual's a. motivational structure. b. routinized response behavior. c. level of involvement. d. cognitive dissonance. e. evaluative criteria.

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Chloe and Max are searching for a health club to join. This purchase will likely be affected by ___________ involvement. a. low b. internal c. enduring d. evoked e. perceived

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Temporary and dynamic factors that result from a particular set of circumstance a consumer is facing when making purchase decisions characterize a. enduring involvement. b. extended problem solving. c. selective exposure. d. situational involvement. e. selective retention.

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The three most widely recognized types of consumer problem solving are: a. limited problem solving, extended problem solving, and routinized response behavior. b. extended problem solving, enduring problem solving, and situational problem solving. c. planned problem solving, impulse buying, and limited problem solving. d. internal problem solving, external problem solving, situational behavior. e. responsive behavior, planned behavior, and impulsive problem solving.

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a-- limited, extended, routine-- LER

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While shopping at a Kroger grocery store, Tom sees a display of his favorite brand of diet cola. He buys a six-pack to take home for the weekend. This purchase process would be described as a. routinized response behavior. b. extended problem solving. c. limited problem solving. d. situational perception. e. enduring involvement.

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Routinized response behavior is what a consumer does when a. purchasing an unfamiliar product. b. buying frequently purchased, low-cost items that need little effort. c. an information search is extensive and may involve consulting with friends and family. d. buying products that require a moderate amount of time for information gathering and deliberation. e. he or she enters the problem recognition stage of the consumer buying decision process.

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In contrast to extended problem solving, routinized response behavior requires a. careful deliberation before making a choice. b. less information about products. c. more time. d. considerable thought. e. more money.

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When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar product category, he or she will most likely engage in a. enduring purchase behavior. b. routinized response behavior. c. extended problem solving. d. impulse searching. e. limited problem solving.

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Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do some comparison shopping before making a purchase decision. Jenny is engaging in a. routinized response behavior. b. extended problem solving. c. limited problem solving. d. impulse buying. e. intensive problem solving.

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For which of the following products would a consumer most likely use limited problem solving? a. Detergent b. Toothpaste c. Automobile d. Hair dryer e. Washing machine

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Which of the following purchases would most likely require a consumer to use extended problem solving? a. Audio equipment b. Shaving cream c. Cereal d. Kitchen napkins e. Gasoline

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Extended problem solving is the type of consumer problem-solving process that a. involves no conscious planning but rather a powerful and persistent urge to buy something. b. is the most complex problem-solving behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products. c. requires a moderate amount of time for information gathering and search. d. is the creation and maintenance of a collection of products that satisfy a person's needs and wants. e. requires very little search-and-decision effort and is practiced when buying low-cost and frequently purchased products.

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Jose and Teresa are searching for a new cellular phone. They will most likely engage in which one of the following forms of problem solving? a. Extended problem solving b. Limited problem solving c. Impulse buying d. Routinized response behavior e. Intensive response behavior

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An unplanned buying behavior resulting from a powerful urge to buy something immediately is called a. impulse buying. b. habitual buying. c. compulsive response behavior. d. non-problem solving. e. cognitive dissonance.

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Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter, she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of a. limited problem solving. b. impulse buying. c. routinized response behavior. d. addictive consumption. e. situational involvement.

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The five major stages of the consumer buying decision process, in order, are a. information search, establishment of product criteria, evaluation of alternatives, purchase, and post-purchase evaluation. b. problem recognition, information search, evaluation of alternatives, purchase, and post-purchase evaluation. c. problem recognition, information search, evaluation of alternatives, post-purchase evaluation and purchase. d. information search, evaluation of alternatives, purchase, trial adoption period, and post-purchase evaluation. e. problem recognition, purchase, evaluation of alternatives, post-purchase evaluation, and rebuy.

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Problem recognition occurs when a consumer a. searches for information to resolve a problem. b. becomes aware that there is a difference between a desired state and an actual condition. c. recognizes a need. d. evaluates her or his purchase. e. is exposed to a television advertisement.

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As Steve is shopping for groceries, he notices a product on the shelf and remembers that he is about to run out of it at home. In terms of the consumer buying decision process, Steve just experienced a. problem recognition. b. high involvement. c. post-purchase evaluation. d. information search. e. evaluation of alternatives.

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Within the information search step of the consumer buying decision process, what two primary aspects exist? a. Consideration sets and evoked sets b. Personal information and non-personal information c. Selective retention and selective distortion d. Internal search and external search e. Company-produced information and internal information

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As Jeff runs out of shaving cream, he immediately tries to remember what he did the last time this happened. He is engaging in a. external search. b. consideration set development. c. internal search. d. cognitive dissonance. e. alternative evaluation.

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When, in their information search, consumers focus on communication with friends and relatives, they are utilizing ______ sources. a. internal b. personal c. marketer-dominated d. direct e. organizational

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In the consumer buying decision process, the information search stage a. yields a group of brands that a buyer views as possible alternatives. b. involves a buyer becoming aware of the need for a product. c. is not necessary when the buyer is involved in extensive decision making. d. occurs immediately after evaluation of alternatives. e. is lengthy for routine response buying behavior.

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A publication such as Consumer Reports may be initially used during a(n) a. product recognition. b. evaluation of alternatives. c. internal information search. d. external information search. e. purchase decision.

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When shopping for detergent, Josh looks at Tide, Fresh Start, Surf, and All and chooses the one that is on sale. These four brands make up his _________ set. a. alternate b. purchase c. consideration d. problem e. imposed

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A group of brands that a consumer views as alternatives for possible purchase is called a(n) a. evoked set. b. acceptance group. c. brand preference. d. selective retention group. e. evaluation criteria.

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Evaluative criteria for brands within the consideration set are both a. selective and expansive. b. objective and subjective. c. internal and external. d. extended and routinized. e. perceptive and selective.

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A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a separate phone line. The buyer has expressed his or her a. framing characteristics. b. service characteristics. c. consideration set. d. evaluative criteria. e. information search criteria.

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During the evaluation of alternatives stage of the consumer buying decision process, framing most likely influences the decision process of ___________ buyers. a. younger b. older c. wealthier d. veteran e. inexperienced

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Doubts in a buyer's mind about whether the purchase decision made was the right one may occur during the a. cognitive dissonance. b. purchase. c. evaluation of alternatives. d. internal search. e. post-purchase evaluation.

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After purchasing a new Lexus, Pablo sees an Infinity pass by on the street and begins to wonder if he made the right choice. Pablo is experiencing a. problem recognition. b. cognitive dissonance. c. internal search. d. alternative evaluation. e. framing.

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Cognitive dissonance is a. the congruence between external and internal searches for product information. b. a function of the manner in which the manufacturer of the product describes its attributes. c. satisfaction with the purchase. d. the establishment of criteria for comparing products. e. doubts that occur because the buyer questions whether the decision to purchase the product was right.

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The three major categories of influences on the consumer buying decision process are: a. situational influences, demographic influences, and psychological influences. b. social influences, situational influences, and marketer-dominated influences. c. demographic influences, situational influences, and marketer-dominated influences. d. situational influences, social influences, and psychological influences. e. marketer-dominated influences, psychological influences, and person-specific influences.

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d--PSS

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The five categories of situational influences are: a. product involvement level, physical surroundings, social surroundings, time perspective, and purchase reason. b. antecedent states, physical surroundings, social surroundings, time perspective, and space dimensions. c. social surroundings, physical surroundings, time pressures, purchase reason, and lifestyles. d. purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood. e. store atmosphere, location, aromas, sounds, and lighting.

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___________ are situational influences that include the characteristics and interactions of others who are present when a purchase decision is being made, such as friends, relatives, and salespeople. a. Physical surroundings b. Social surroundings c. Purchase reasons d. Buyer's momentary mood and condition e. Pressures created by time factors

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The primary psychological influences on consumer behavior are: a. perception, motives, learning, attitudes, personality, and lifestyles. b. attitudes, perception, retention, exposure, roles, and lifestyles. c. attitudes, perception, social class, culture, and learning. d. perception, motives, reference groups, social class, and personality. e. lifestyles, personality, perception, motives, attitudes, and culture.

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a- llampp

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Perception is a three-step process that involves a. motivation, personality, and attitudes. b. classifying, recording, and eliminating information received through the senses. c. collecting, eliminating, and organizing information inputs. d. selecting, organizing, and interpreting information inputs. e. anticipating, classifying, and discarding information inputs.

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d- IOS

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In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These sensations are called a. selective inputs. b. olfactory receptors. c. information inputs. d. perceptual motives. e. psychological influences.

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Selective exposure refers to a. targeting only certain parts of the total market. b. admitting only certain inputs into consciousness. c. the circumstances or conditions that exist when a consumer is making a purchase decision. d. the process of selecting, organizing, and interpreting information inputs to produce meaning. e. remembering inputs that support personal feelings and beliefs and forgetting those that do not.

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As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense organs. Brianna is experiencing the process of a. exposure. b. motivation. c. learning. d. attitude formation. e. perception.

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When individuals choose which information inputs will reach their awareness and ignore other inputs, they are using a. perception. b. selective distortion. c. selective exposure. d. cognitive dissonance. e. selective retention.

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If a consumer receives information that is inconsistent with her or his beliefs, the consumer may alter this information. This perceptual process is known as selective a. exposure. b. distortion. c. retention. d. information. e. organization.

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After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual a. organization. b. attention. c. retention. d. interpretation. e. redefinition.

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When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This principle is called a. interpretation. b. completion. c. distortion. d. closure. e. linking.

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Assignment of meaning to organized information inputs is called a. motivation. b. redefinition. c. learning. d. interpretation. e. selection.

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Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not. This is known as selective a. exposure. b. distortion. c. retention. d. information. e. organization.

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Which of the following statements about how a consumer organizes inputs that reach awareness is most accurate? a. Inputs are organized by individuals to produce meaning, and this organizational process is usually a slow one. b. Organization of information inputs is not always needed to produce meaning. c. Inputs that reach awareness are organized and interpreted in much the same way by all consumers. d. Because a person interprets information in terms of what is familiar, only one interpretation of organized inputs is possible. e. Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

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Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called a. motives. b. lifestyles. c. perceptions. d. attitudes. e. traits.

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Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least important. These needs, in order from most to least important are a. psychological, physiological, safety, social, and esteem. b. physiological, safety, esteem, social, and self-actualization. c. physiological, psychological, safety, social, and esteem. d. physiological, safety, social, and esteem, self-actualization. e. physiological, esteem, safety, self-actualization, and psychological.

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d. PSSES

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According to Maslow's hierarchy of needs, a. individuals simultaneously try to satisfy all five levels of needs. b. self-actualization needs are the most important needs to be met for most individuals. c. individuals first address needs at the top of the pyramid and then move down to the lower level needs. d. levels of needs are different for everyone, and we all try to satisfy them in a different order. e. individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

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Human requirements for love, affection, and a sense of belonging would be classified by Maslow as _____ needs. a. safety b. esteem c. social d. physiological e. self-actualization

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Jana now feels that her teeth are not white enough after seeing advertisements for whitening toothpaste. Marketers promote these brands based on ___________ needs, appealing to sex appeal. a. physiological b. esteem c. self-actualization d. psychological e. social

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People's needs to grow, develop, and achieve their full potential are referred to by Maslow as ______ needs. a. ego b. esteem c. self-actualization d. social e. safety

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The U.S. Army recruits soldiers based on the slogan, "An army of one," implying that people can reach their full personal potential in the U.S. Army. This is an appeal to what need according to Maslow's hierarchy of needs? a. Safety b. Esteem c. Self-actualization d. Physiological e. Social

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Psychological influences that determine where a person purchases products on a regular basis are called a. convenience responses. b. patronage motives. c. shopping motives. d. pattern responses. e. routine decisions.

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Luis likes shopping at Stein Mart, a discount department store, because he likes the prices, products, and services the store provides. His selection of this store as a regular stop when shopping is influenced by ___________ motives. a. self-concept b. self-image c. projective d. depth e. patronage

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An attitude is a. an internal trait that makes a person unique. b. a set of actions that a person in a particular position is supposed to perform. c. a competence in performing activities. d. a person's behavior caused by information and experience. e. one's evaluation, feelings, and behavioral tendencies toward an object or idea.

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Having used both Secret and Sure deodorants, Annette feels that Secret is a good product and the one that best meets her needs. She has formed a(n) ___________ about Secret. a. motive b. consideration set c. cognition d. attitude e. self-concept

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Cognitive, affective, and behavioral are the three major components of a. self-concept. b. motives. c. lifestyles. d. consumer socialization. e. attitudes.

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What consumer research method consists of a series of adjectives, phrases, or sentences regarding an object, with subjects indicating the intensity of their feelings toward this object by reacting to these adjectives, phrases, or sentences? a. Projective specification b. Patronage clarification c. Group interview d. Attitude scale e. Depth interview

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Changing people's attitudes toward a firm and its marketing program is a. simple when advertisements are used. b. impossible, even if the firm uses advertisements. c. a long, expensive, and difficult task that may require extensive advertising campaigns. d. unnecessary, since consumer attitudes are of little importance. e. rarely attempted through the use of marketing practice.

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The results of many studies have been inconclusive regarding the association between buyer behavior and a. personality. b. perception. c. motives. d. social class. e. learning.

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Hereditary characteristics combined with personal experiences that together make an individual unique form one's a. self-concept. b. attitudes. c. lifestyle. d. personality. e. role.

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The development of a person's self-concept is a function of a. learning. b. psychological and social factors. c. reference groups and opinion leaders. d. roles and family influences. e. subcultures.

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The actions and activities associated with a position one holds within a group, organization, or institution constitute a. personality. b. a role. c. a motive. d. perception. e. an attitude.

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Jonathan is torn between buying a new swing set for his kids and buying a new set of Ping golf clubs for himself. Jonathan is experiencing a. attitude formation. b. belief assessment. c. role inconsistency. d. cognitive dissonance. e. personality.

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Shaun is going shopping with his dad to buy his first baseball glove for Little League. He listens to his dad talk to the salesperson at the sporting goods store, watches him examine the stitching in the glove and then rub his finger over the leather palm. Shaun's observations are part of his a. consumer development. b. attitude development. c. purchasing evaluation. d. consumer socialization. e. consumer attitude.

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Jennifer is interested in joining Kappa Lambda Iota sorority. She begins to shop at Sarah's, a local store where the Kappas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Jennifer is influenced by a. personality. b. a reference group. c. a consideration set. d. a knowledge base. e. a role conflict.

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The three major types of reference groups are: a. membership, aspirational, and advocacy. b. advocacy, avoidance, and approach. c. aspirational, disassociative, and membership. d. actual, implied, and desired. e. family, peer group, and media.

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c. DAM

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Which of the following statements regarding social class is true? a. A social class is a closed aggregate of people with similar social ranking. b. The criteria used to group people into social classes do not vary from one culture to another. c. A social class is an open aggregate of people with similar social ranking. d. A social class is a ranking of people by other members of society into positions of social respect. d. A social class is an open aggregate of people with different social rankings.

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c. open; similar ranking

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An open aggregate of people with similar social ranking is referred to as a a. reference group. b. social class. c. role. d. caste. e. subculture.

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According to Coleman's major social class categories, which of the following social classes in our culture has these characteristics: lives in well-kept neighborhoods, likes fashionable items, and is often found in management positions? a. Lower class b. Upper class c. Middle class d. Working class e. First class

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According to Coleman's major social class categories, the social class in our society that favors prestigious schooling, neighborhoods, and brands is the a. upper class. b. middle class. c. upper-lower class. d. working class. e. lower class.

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According to Coleman's social class categories, the social class that includes approximately 40 percent of the population, shops for bargains, and buys sports and recreational equipment is the a. upper class. b. middle class. c. first class. d. working class. e. lower class.

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A culture can be divided into subcultures according to a. personality characteristics of individuals in that culture. b. motives that members of that cultural group have for their behavior. c. geographic regions or human characteristics, such as age or ethnic background. d. income levels. e. information to which consumers allow themselves to be exposed.

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Market researchers for a local bakery determined that Jewish people consume 63 percent of the portion of bagels sold in New York City. This is an example of ___________ influence on consumer buying decision processes. a. demographic b. situational c. subcultural d. role e. social class

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Which American subculture spends the highest proportion of its income on utilities, footwear, children's apparel, groceries, and housing? a. Native Americans b. Hispanics c. African Americans d. Asian Americans e. Americans over 65 years of age

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Which of the following is the fastest growing, most affluent subculture in the United States? a. African Americans b. Hispanics c. Asian Americans d. Native Americans e. Italian Americans

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STUDY

Advertising Commercial And Industrial Customer Value Proposition Extended Problem Solving Marketing Principles Of Marketing

MARK Practice Quiz Ch 1-5 – Flashcards 91 terms

Tiffany Hanchett

91 terms

Preview

MARK Practice Quiz Ch 1-5 – Flashcards

question

If you are feeling chilly, marketers might say you have developed a(n) __________ to put on some warmer clothing.

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need

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Marketing is the activity for creating, communicating, __________ offerings that benefit customers, the organization, its stakeholders, and society at large.

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delivering and exchanging

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When a pharmaceutical company purchases a new fleet of Toyota Priuses for its sales staff, each of whom travels many miles daily on client visits, the company is considered a(n)

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organizational buyer.

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The primary difference between a good and a service, both of which are products to the marketer, is that a good is __________ and a service is __________.

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a physical object; intangible

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The process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace is referred to as

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customer relationship management

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Southwest Airlines' __________ is to be dedicated "to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit."

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mission

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In BCG's business portfolio analysis, __________ generate more revenue than they can use, allowing an organization to cover its overhead and invest in other SBUs.

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cash cows

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A visionary organization first examines its organizational foundation and its organizational direction to determine its organizational

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strategies.

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The marketing program includes developing the marketing mix and

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its budget.

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The market-product focus and goal setting part of the planning phase of the strategic marketing process includes which of the following?

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positioning the product

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Which of the following most directly impacted the legal concept of caveat emptor in the United States?

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the Consumer Bill of Rights

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The first major federal legislation passed to encourage competition in the United States was the

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Sherman Antitrust Act.

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Distribution is important in __________, but because the products from various providers are nearly identical, other elements of the marketing mix have little impact.

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pure competition

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Any activity that uses some form of electronic communication in inventory, exchange, advertisement, distribution, and payment of goods and services is referred to as

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electronic commerce.

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Not only do businesses benefit from the protections of __________, consumers do as well; they allow consumers to correctly identify the products they want to purchase.

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trademarks

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A consumer will use one of three general problem-solving variations, extended, limited, or routine, based on level of involvement and

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product knowledge.

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Which of the following is a psychological influence on the consumer behavior decision process?

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motivation

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Devin had just been laid off from her job and was watching TV at about 2:00 P.M. when she saw an advertisement for a local trade college. It sounded like just what she needed to get back on her feet, so she went right to the phone to contact the school. Devin's information search was shortened by a perfectly timed advertisement, which is a __________.

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marketer-dominated source

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The study of consumer __________ helps marketers understand why people choose one brand over another and how they make these choices.

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behavior

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Cognitive dissonance is most likely to occur in which stage of the purchase decision process?

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postpurchase behavior

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The North American Industry Classification System (NAICS) permits a firm to

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find the NAICS codes of its present customers and then obtain NAICS-coded lists for similar firms.

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The North American Industry Classification System (NAICS) designates industries with a numerical code in a defined structure. A six-digit coding system is used. The fourth digit designates a(n)

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industry group.

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Researchers who have studied organizational buying identify three types of buying situations, called __________, which include new buy, modified rebuy, and straight rebuy.

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buy classes

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1-800 Contacts is a company based in Draper, Utah that sells contact lenses manufactured by other well-known companies, including Johnson & Johnson Vision Care, Ciba Vision, Bausch & Lomb and CooperVision. It would most likely be classified as a(n) __________.

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reseller

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You are a researcher for a major marketing research consulting firm. A client needs an NAICS code to get the most detail about industry competitors that operate in Canada, Mexico, and the U.S., but there are very few competitor firms in Mexico. Which of the following levels of classification would provide the greatest detail about the firms within this industry?

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Code 51721

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Social responsibility refers to

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the belief that organizations are accountable to a larger society for their actions.

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The goal of marketing is to both __________ the needs of prospective customers.

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discover and satisfy

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The 4 Ps of the marketing mix include product, price, place, and

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promotion

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Sound and Cinema is a company that will turn an ordinary basement into a home theater. It advertises in publications that are mailed to homeowners in subdivisions where the least expensive home costs $550,000. These homeowners are the __________ for Sound and Cinema.

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target market

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For profit organizations pursue several different types of goals such as profit, sales, market share, quality, customer satisfaction, employee welfare, and social responsibility. Which of these statements is most accurate?

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If profits are acceptable, a company may elect to maintain or increase its sales even though profits may not be maximized.

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__________ often triggers a business model change, as it has for American newspapers and book retailers.

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Technology innovation

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Comparing the results of the marketing program with the goals in the written plans to identify and act on deviations occurs during the

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evaluation phase

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An important __________ for Medtronic's Champion pacemaker is its long, nine-year life, which cannot be matched by competitors.

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point of difference

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__________ often assist companies and the employees with ethical issues by formally addressing contributions to government officials and political parties, customer and supplier relations, conflicts of interest, and accurate recordkeeping.

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Codes of ethics

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Current cultural values commonly held in the United States are

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personal control, continuous change, and competition

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From 2007 to 2010, a Chinese national who was employed by Dow Chemical as a research scientist delivered stolen trade secrets pertaining to organic fertilizers to individuals in Germany and China for the purpose of developing competing products. The employee was subject to confidentiality, as detailed in an agreement that he had signed addressing his obligations for handling confidential information and trade secrets. This is an example of

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economic espionage

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Satisfaction or dissatisfaction affects consumer communications; while the satisfied buyer typically tells about three other people about her experience, the dissatisfied buyer

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is likely to complain to about nine people.

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Last autumn, Will was raking leaves. After making several large piles, he went into the garage and discovered that he had no more large garbage bags. He couldn't finish the job without them. Will has just begun the

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purchase decision process.

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A television ad for Volkswagen features several nervous teens examining the damage immediately following a car accident, and the message, "Your parents can only kill you if you're OK." Marketers at Volkswagen are attempting to appeal to consumers' __________ needs.

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safety

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For which of the following items would extended problem solving mostly likely be used?

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a silicon injection

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When JCPenney buys paper, it considers suppliers' forest management and other sustainability practices. For JCPenney, these are important

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organizational buying criteria.

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Derived demand refers to

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the demand for industrial products and services that is driven by the demand for consumer products and services.

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The concept of __________ links the organization to its individual customers, employees, suppliers, and other partners for their mutual long-term benefits.

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relationship marketing

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The uncontrollable forces in a marketing decision involving social, economic, technological, competitive, and regulatory forces are referred to as

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environmental forces.

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Beer sales have been flat recently, so Budweiser has been interested in entering the premixed cocktail segment by providing a product that would appeal to those who don't enjoy traditional beer. It recently launched Bud Light Lime-A-Rita, a margarita-flavored beer-based cocktail, sold in cans and bottles and best served over ice. This is an example of

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diversification

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The last phase of the strategic marketing process is known as

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evaluation

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The practice of __________ occurs when an organization conducts business in a way that protects the natural environment while making economic progress.

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sustainable development

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Which of the following is an example of green marketing?

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Xerox designed equipment that can be refurbished or recycled.

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When you begin your first full-time job, you have a monthly income of $3,500. Your federal and state taxes are $1,000. You pay $600 in rent, have a $300 car payment, and spend $300 on food and $200 on clothes. The remaining $1,100 would be considered your

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discretionary income.

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Kia Motor's 10-year, 100,000-mile warranty is most effective at

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decreasing perceived risk.

question

The market leader for a(n) __________ product must make special efforts to avoid stock-out situations so that buyers don't substitute a competing brand.

answer

low-involvement

question

The prevalence of working parents and single-parent households has resulted in

answer

preteens and teenagers increasingly being the information gatherers, influencers, decision makers, and purchasers of family products.

question

Merrill Lynch and Thompson Financial had a three-year, $1 billion project that put workstations on the desks of 25,000 of Merrill Lynch's brokers. These machines put the world of investing information at brokers' fingertips. Thompson, the supplier, was obligated to not only deliver technology and services on time and on budget, but also constantly improve customer-satisfaction levels among Merrill's brokers and customers. This is an example of

answer

a buyer-seller relationship.

question

Netflix can deliver movies to its customers via streaming video over the Internet or via mail. These two methods would constitute which element of the marketing mix for Netflix?

answer

place

question

Writing ads and setting prices are examples of which of the following?

answer

Marketing Tactics

question

Oprah.com recently launched Oprah's book club 2.0, hoping to get back to the amazing success of her previous book club. While the ideas for the plan may have been sound, new users complain that the feel of the experience online is certainly not Web 2.0, which requires a highly dynamic environment, often involving crowd-sourcing, or user-generated content. Instead, Oprah remains the central, controlling figure of the club. Most likely, a problem occurred during

answer

The implementation phase

question

Members of Generation Y are most likely to influence the marketing mix decisions regarding which of these products?

answer

Tablet devices

question

Which of the following can be broken into three categories: profit, societal, and stakeholder responsibility?

answer

Social responsibility

question

Selective __________ is defined as paying attention to messages that are consistent with one's attitudes and beliefs and ignoring messages that are inconsistent

answer

Selective exposure

question

Federal, state, and local agencies that buy products and services for the constituents they serve are referred to as

answer

Government units

question

Marketing expertise is gained

answer

By even the average person, who has a great deal of shopping experience

question

Which of the following is the most important reason that tobacco companies should not consider preteens to be in the market for their products?

answer

Preteens do not have the ability to buy because of legal restrictions

question

The __________ phase of the strategic marketing process usually results in a __________ that sets the direction for the marketing activities of an organization.

answer

Planning; Marketing plan

question

A General Electric employee was fired after he reported allegations of Foreign Corrupt Practices Act violations in Iraq to his supervisor and GE Energy's ombudsperson. This can be the unfortunate outcome when one becomes a

answer

whistle-blower

question

What are the moral principles and values that govern the actions and decisions of an individual or group called?

answer

Ethics

question

To dispel mother's concerns about ingredients in its mayonnaise, Hellman's successfully communicated the product's high Omega 3 content, which is known to be essential to human health. This is an example of using which attitude change strategy?

answer

Changing beliefs about the extent to which a brand has certain attributes

question

For the purchase of a smartphone, Consumer Reports expects that many consumers use price, display, web browsing, and battery life as _____, since it tests products on these dimensions

answer

Evaluative criteria

question

Using the same brand name for different products is an application of which concept from behavioral learning theory?

answer

Stimulus generalization

question

Members of David's fraternity volunteer in an urban garden project in Seattle. He spent last Saturday helping out, and felt satisfied because he was contributing to his community. Was this an exchange?

answer

Yes, because gardening was exchanged for something of value—a feeling of satisfaction.

question

Material makes beautiful hardwood backs for the iPhone, which adds to the smartphone's __________ utility.

answer

form

question

What is a unique strength relative to competitors, often based on quality, time, cost, or innovation referred to as?

answer

competitive advantage

question

Innovations are allowing consumers to utilize gesture, touch, and voice to control computers and other devices. This is an example of a(n) __________ force that could impact many industries.

answer

technological

question

Which of the following statements about word of mouth is most accurate?

answer

The power of word of mouth has been amplified by the Internet.

question

For the purchase of a smartphone, Consumer Reports expects that many consumers use price, display, web browsing, and battery life as __________, since it tests products on these dimensions.

answer

evaluative criteria

question

As a situational influence, antecedent states include

answer

the mood of the shopper.

question

Market segments are homogeneous in two ways: prospective buyers have common needs and they

answer

will respond similarly to marketing action.

question

In today's organizations, who has oversight over the corporate level?

answer

board of directors

question

When performing __________, an organization should consider not only those trends that directly impact it, but also those that affect its suppliers and customers.

answer

environmental scanning

question

A __________ with active hyperlinks is useful when a chief marketing officer (CMO) wants to see daily what the effect of a new TV advertising campaign is on a product's sales.

answer

marketing dashboard

question

How might a marketing manager for a manufacturer of turboprop engines, used in private jet planes, use the NAICS to help her with marketing planning?

answer

Record the NAICS numbers for each of her firm's best customers and then obtain lists of companies with the same NAICS numbers.

question

The Census Bureau and the U.S. Department of Commerce are examples of

answer

government agencies.

question

When a businessperson makes a decision based on his or her fundamental ethical duty to "do no harm," that person is practicing

answer

moral idealism.

question

Which groups does a firm exhibiting stakeholder responsibility primarily serve?

answer

consumers, employees, and suppliers

question

When Amanda was planning her wedding, she asked for the name of the florist her best friend had used the previous year. However, when she called for an appointment, no one answered the phone even though she called during business hours. Marketing did not occur because

answer

there was no way for the parties to communicate.

question

Brick-and-mortar retailers are noticing a change in how many consumers shop. Sometimes they visit a store and scan an item on their smartphones, only to find the same product at a less expensive online retailer like Amazon.com. This turns the store into nothing more than a showroom for products. A SWOT analysis of Best Buy's marketing environment should consider this change in consumer shopping behavior a(n) __________.

answer

threat

question

The VALS system is a(n) __________ measure of consumers.

answer

psychographic

question

MegaJoule Storage Inc. created a(n) ___________ that states that it "offers grid level energy storage systems that significantly reduce utility costs for commercial and industrial electricity users. It does so by shaving peak electricity demand and shifting consumption of electricity from the grid to lower-cost off-peak periods."

answer

customer value proposition

question

The marketing concept is the idea that an organization should strive to satisfy the needs of consumers

answer

while also trying to achieve the organization's goals.

question

If a consumer is happy with the firm, but natural, hold she gets from her latest purchase of hair spray, this would be considered which variable of the behavioral learning process?

answer

reinforcement

question

The outdoor brand The North Face intends to capture some of its competitors' business in Europe in the next few years, even amid the stagnant economic conditions there. The firm cites the active lifestyles there and the relatively low cost of entry for its backpacking and hiking sports gear, which attracts those planning a low-budget "staycation." The North Face most likely has a __________ goal.

answer

market share

question

In an inflationary economy, which of the following is true?

answer

Both the costs to produce and buy products are increasing.

STUDY

Extended Problem Solving Marketing Principles Of Marketing Sports Marketing

Marketing 203 Midterm – Flashcards 140 terms

Chloe Barnes

140 terms

Preview

Marketing 203 Midterm – Flashcards

question

Allen's company supplies photographic film to larger corporations that package and sell them to consumers, along with their own brand of cameras. In recent years, the sale of photographic film to these firms has fallen drastically because more and more people prefer buying digital cameras. Allen's company suffered a loss of business due to the fall in _____.

answer

derived demand

question

Sally's cookie company sells products both online and at retail locations. She has developed multiple value propositions because:

answer

she is serving more than one target market

question

Choosing select groups of people to sell to is called, _____.

answer

differentiated marketing

question

Which of the following does the General Electric approach examine?

answer

business's strengths and the attractiveness of industries

question

The Federal Trade Commission regulates companies:

answer

in an effort to prevent from engaging in unfair trade practices

question

Firm may not allow their purchasing agents to accept gifts from potential vendors because:

answer

they dont want their buyers to make decisions based on personal gain

question

A product with high growth and a high market share is known as a _____.

answer

star

question

____ occurs when a small change in demand by consumers has a big effect through the chain of businesses that supply all of the goods and services that produce it.

answer

fluctuating demand

question

Hispanic consumers are the target market for many products because this is a:

answer

growing group of consumers with about a million dollars in buying power

question

To avoid head-on competition with other firms trying to capture the same customers, a firm may choose a _____ strategy.

answer

targeted marketing

question

Firms want to do business with firms that are responsible because:

answer

that is what consumers are increasingly demanding

question

_____ is the relationship between two variables whereby one variable is a direct consequence of the other.

answer

causality

question

Statistical control involves:

answer

mathematically removing the influence of a variable on an outcome so as to isolate the cause of a problem.

question

When a manufacturer creates a product with a low share of a high-growth market, the product is known as a _____.

answer

question mark

question

_____ allows you to smooth out the seasonal variance on sales so you can then determine how much of the change in sales is due to other factors.

answer

statistical control

question

A/an _____ is an examination or snapshot of the state of a company's marketing strategies as they are actually implemented.

answer

marketing audit

question

The success sequence involves taking money from _____ and investing it into _____ in hopes of them becoming _____.

answer

cash cow question mark stars

question

The group of customers toward which an organization directs its marketing efforts is known as the _____.

answer

value group

question

A benefit of utilizing a targeted marketing strategy is that a company may be able to:

answer

retain "at risk" customers in dangers in danger of defecting to a customer

question

In marketing, _____ involves collaboration with suppliers and customers in order to generate offerings of value to customers.

answer

creating

question

According to the AMA's definition of marketing, _____ is a component of marketing which involves describing offerings and learning from customers.

answer

communicating

question

_____ refers to how much a customer will spend in the future.

answer

lifetime value

question

Tom goes to the department store and buys some detergent. Which component of marketing does this describe?

answer

exchanging

question

_____ typically involves researching a specific market to determine its size and trends.

answer

market research

question

Which of the following steps in one-to-one marketing involves determining who your best customers are in terms of what they spend and will spend in the future?

answer

differentiate among your customers

question

Which element of the marketing mix would involve delivering offering to a retail store where they may be purchased?

answer

place

question

Sue often travels to other grocery stores in the marketplace to observe how much they are charging for the same products she stocks at her store. Sue is engaging in _____.

answer

market intelligence

question

Which element of the marketing mix would include advertising and sales?

answer

promotion

question

____ is a buzzword people are using to refer to the massive amounts of online and offline data being gathered today.

answer

Big data

question

The Elliott Corporation decides to exhibit its products in an industry trade show. Which marketing activity is the company performing?

answer

Communicating offerings

question

A/an _____ is a way to manage the vast amount of information firms have on hand.

answer

MIS

question

A _____era refers to an approach to business that recognizes that consumers want value no matter how it is delivered, whether it's via a product, a service, or a combination of the two.

answer

service-dominant logic

question

Combining data into one location is called _____.

answer

data warehousing

question

_____ are the physical aspects of the selling environment retailers try to control.

answer

Atmospherics

question

Bill lives on a farm. If Bill wants to buy an iPad, he would have to drive six hours to the nearest city that has an Apple Store. According to the personal value equation, which of the following statements would be true, if Bill were to buy an iPad?

answer

The benefits received from purchasing the iPad would decrease.

question

Accessing internally generated information quickly:

answer

give a company a competitive advantage

question

_____ are temporary conditions that affect how buyers behave.

answer

Situational influences

question

Which of the following businesses can be considered as a reseller?

answer

consumer goods retailer

question

Al manages a grocery store. He decided to put the bread on aisle 1 and the milk next to aisle 10. He is controlling his store's _____ to increase the time his customers spend in the store, which will hopefully result in more sales per customer.

answer

atmospherics

question

How might a marketer increase a consumer's personal value equation?

answer

reduce the hassle and increase the benefits associated with the exchange

question

Data is combined with statistical techniques by:

answer

analytics software

question

Holding costs down is especially important to _____ because it enables the services to be provided to more people.

answer

institutional markets

question

Situational factors that affect people's buying behavior include all of the following EXCEPT:

answer

consumer's lifestyle

question

Which of the following examples best illustrates the marketing concept?

answer

A catering firm decides to expand its hours of operations to better serve working mothers.

question

Stealing product strategy information from a competitor is known as:

answer

industrial espionage

question

_____ can be either nonprofit or for-profit businesses.

answer

business buyers

question

Michael Porter's five forces model includes all of the following EXCEPT:

answer

threat of supplier penetration development.

question

How a person sees himself/herself is known as _____.

answer

self-concept

question

Organizations and functions that mine, make, assemble, or deliver materials and products from manufacturer to consumer are referred to as _____.

answer

supply chain

question

The advantage of market research is that it:

answer

it can help make a good decision

question

In Michael Porter's five forces model, the threat of supplier bargaining power refers to:

answer

the likelihood a supplier will enter into a customer's market.

question

Which of the following refers to personality?

answer

An individual's disposition as other people see it

question

_____ refers to a philosophy that focuses on competing through product innovation.

answer

product orientation

question

In the _____ section of the marketing plan, the planner describes the offering and provides a brief rationale for why the company should invest in it.

answer

business challenge

question

The marketing plan should constantly answer the question:

answer

"Why should I invest in this plan?"

question

Which of the following refers to a person's ideal self?

answer

How a person would like to view himself.

question

When discussing the customer segments in the marketing plan, it is important to include:

answer

market share and sales goals for each segment.

question

Which of the following is a reason for a firm to use multiple segmentation bases?

answer

To get a fuller picture of its customers and create real value for them

question

Lucy lists the positive factors associated with her company, such as sales growth, world class distribution, and industry recognition for product quality. She is listing the company's _____.

answer

strengths

question

Which of the following does green marketing typically involve?

answer

Marketing environmentally safe products and services in a way that is good for the environment.

question

_____ combines the lifestyle traits of consumers and their personality styles with an analysis of their attitudes, activities, and values to determine groups of consumers with similar characteristics.

answer

psychographics

question

Threats include:

answer

external negative conditions of the macroenvironment.

question

_____ characteristics divides people and organizations into groups according to how they act toward products.

answer

behavioral

question

A company that produces laundry detergent offers one product with stain removing action while another is made for energy efficient washing machines. Which of the following segmentation strategies has the company used?

answer

benefits segmentation

question

_____ is how you interpret the world around you and make sense of it in your brain.

answer

perception

question

Understanding the history that Hispanics have had with financial institutions in their home countries is important to marketers when developing campaigns. This is an example of understanding the:

answer

social and cultural environment

question

The generation that accounts for 50% of U.S. consumer spending is known as _____.

answer

baby boomers

question

According to Maslow's hierarchy of needs,:

answer

higher level needs are met after basic needs are fulfilled. Redo question

question

When describing the _____, it is important to provide detail concerning features, benefits, and pricing options.

answer

offering

question

The sub-segment of the Hispanic market that is characterized as containing individuals who are English dominant, free thinkers, and multicultural is known as _____.

answer

SRLrs

question

Which of the following types of segmentation strategies utilize city size and population density?

answer

Geographic segmentation

question

Selective perception is the process of:

answer

filtering out information based on how relevant it is to you.

question

Bob specifies that it is important to have 1,000 units of product available to five of their key retailers at all times in his company's warehouse. Which part of the marketing plan would ideally contain this information? Select one:

answer

communication plan

question

Customizing advertisements over the public address system on the subway based on the upcoming stop/destination is utilizing _____.

answer

proximity marketing

question

Advertising meant to startle people to get their attention is _____, while advertising that is not apparent to consumers is _____.

answer

shock advertising; subliminal advertising

question

Purchasing agents for merchandises are known as _____.

answer

professional buyers

question

The market section of the plan should describe the firm's:

answer

customers, competitors, collaborators, and business climate

question

____ are characterized as being motivated by self-expression and tend to be young, enthusiastic, and compulsive consumers.

answer

experiencers

question

The Worthington National Bank utilized an advertising campaign that played to consumers' _____ in relation to banks.

answer

attitudes

question

_____ are the people within the organization that first see the need for the product.

answer

initiators

question

A group of people who have the same economic or educational status in society are known as a _____.

answer

social class

question

Which of the following is the role of a user in the buying process?

answer

They have the responsibility of implementing what is purchased.

question

Consumers respect _____ and often ask for their input before they buy goods and services.

answer

opinion leaders

question

_____ are people who may or may not use the product but have experience or expertise that can help improve the buying decision.

answer

influencers

question

____ are people who will decide if and when the sellers get access to members of the buying center.

answer

gatekeepers

question

A firm's objectives should be:

answer

realistic and measurable.

question

If the U.S. Department of Homeland Security mails free packaging guidelines to airline travelers, it is:

answer

engaged in marketing as a non-profit organization.

question

Although Morrison and Sons, Inc. takes into account current market trends when buying products, the CEO of the company has the final say on what gets purchased or not. Therefore, the CEO acts as the _____.

answer

decider

question

When non-profit organizations try to convince people that global warming is a real threat, it is an example of _____.

answer

social marketing

question

A _____ strategy involves selling more of existing products and services to existing customers.

answer

market-penetration

question

John is offering his customers a special promotion for t-shirts: buy one, get the second one for a discount of 50%. Which of the following strategies is John utilizing?

answer

Market-penetration

question

A cookie company has decided to add a brownie product line to their inventory. Which of the following strategies is being employed by this company?

answer

Product-development

question

A fashion house purchased a music company. This is an example of a _____ strategy.

answer

diversification

question

The least risky and least expensive method used by companies to enter international markets is known as _____.

answer

exporting

question

Which of the following refers to niche marketing?

answer

Targeting an extremely select group of customers.

question

Opponents argue that marketing costs do not benefit society. Marketers counter this by stating these costs result in the creation of _____.

answer

informed consumers

question

Universities who allow their logos to be placed on t-shirts and other goods by third parties are engaging in _____.

answer

licensing

question

A _____ strategy can allow a firm to respond to demographic and other changes in the market.

answer

multisegment marketing

question

Tony's work involves meeting with potential customers, determining their needs, and offering products that may meet those needs. He also keeps tabs on those customers to ascertain their level of satisfaction and obtain feedback. In which of the following areas of marketing does Tony work?

answer

sales

question

Marketing plans aid CMOs in:

answer

setting their organization's marketing expectations.

question

Martin has incorporated several features customers have suggested into a new model of his company's vacuum cleaners. Martin is involved in which of the following areas of the marketing profession?

answer

product development

question

Which of the following is the last stage of the buying process?

answer

A post-purchase evaluation is conducted and feedback is provided to the vendor.

question

Hot Rods, Inc. is an automobile manufacturing company that obtains its automotive parts from the same supplier. The price, quantity, and other terms of purchase remain the same each time the company buys from the supplier. This situation can be termed as a _____.

answer

straight rebuy

question

One of the characteristics of secondary research is that:

answer

the data is collected for another purpose.

question

An example of a primary data resource is:

answer

an in-depth interview.

question

A firm's sales potential:

answer

is the maximum total revenue it hopes to generate from a product or the number of units of it the company can hope to sell.

question

_____ measure(s) the size of television audiences in various markets.

answer

The Nielsen ratings

question

A/an _____ is a forecast based on estimates of sales in a given time period gathered from all of a firm's salespeople.

answer

sales force composite

question

Exploratory research includes:

answer

depth interviews and projective techniques.

question

B2B markets differ from B2C markets because:

answer

salespeople personally call on business customers to a far greater extent than they do consumers.

question

Which of the following types of marketing refers to selling the same product to all consumers?

answer

mass marketing

question

The advantages of _____ are that they are low cost and fast, and they have the effect of making executives committed to achieving them.

answer

executive opinions

question

A focus group typically involves:

answer

a moderator.

question

_____ is a group of forecasting methods that base the future period of sales on the rate of change for previous periods of time.

answer

trend analysis

question

As companies do not want their products to be another "face in the crowd", marketers should be sure to _____ their product.

answer

position

question

_____ is how consumers perceive a product relative to the competition.

answer

positioning

question

A market researcher from MTV visits the home of Phil, a 17 year-old boy from Brooklyn, to observe his behavior. The marketer is engaging in:

answer

ethnographic research.

question

A form of trend analysis that estimates sales based on the trends of other variables is known as:

answer

correlational analysis

question

A _____ is a two-dimensional graph that visually shows where a product stands relative to competitors.

answer

perceptual map

question

_____ seeks to measure or describe phenomenon so as to answer the questions who, what, where, when and how.

answer

descriptive research

question

A/an _____ can be advantageous because there is no historical data on how the product has done.

answer

market test

question

Which of the following refers to business level plans?

answer

Plans developed for each strategic business unit and typically having their own mission statement. Redo question

question

In the case of _____ research, all of a product's marketing elements are held constant except one.

answer

causal

question

When a consumer realizes there is a difference between their current state and their desired state, he/she has entered the _____ stage of the buying process.

answer

need recognition

question

Marketing strategists use the corporate strategy and mission combined with an understanding of the market to develop the company's _____.

answer

marketing plan

question

A _____ plan was implemented at PepsiCo to create a new Aquafina bottle that uses less plastic and has a smaller label, which reduces waste and helps the environment.

answer

functional level

question

When creating a questionnaire, it is important to:

answer

be clear and unambiguous.

question

Forming close, personal relationships with customers and giving them exactly what they want is known as _____.

answer

one to one marketing

question

Buyer's remorse is known as _____.

answer

postpurchase dissonance

question

Typically once a company has decided what business it is in and expressed that in a mission statement, the firm then develops a _____.

answer

corporate strategy

question

In a _____, the buyer lists the product to be purchased and the seller bids

answer

reverse auction

question

If a company has multiple planning levels, the plans must be:

answer

consistent and all must help achieve the overall goals of the corporation.

question

When designing a marketing plan, companies should start with _____.

answer

customers

question

Studies that use _____ have a lot of room for sampling error and aren't considered very accurate.

answer

nonprobability samples

question

Characteristics that are important to a consumer and often aid in making a purchase decision are known as _____.

answer

evaluative criteria

question

The strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and retain a clearly-defined audience is known as _____.

answer

content marketing

question

A study that actually tests what it was designed to test and not something else is a/an _____ study.

answer

valid

question

Consumers engage in _____, which are automatic purchase decisions based on limited information or previously gathered information.

answer

routine response behavior

question

A _____ site is a Web site in which a business buys products from multiple sellers that go there to do business with the firm.

answer

buy-side

question

A consumer who has spent a lot of time comparing product features, prices, and warranties has engaged in _____.

answer

extended problem solving

STUDY

Extended Problem Solving Marketing Principles Of Marketing Profit And Loss Statement Social Media Sites Threats And Opportunities

Exam 1 IBM 301 – Flashcards 26 terms

Roman Peck

26 terms

Preview

Exam 1 IBM 301 – Flashcards

question

The marketing strategy that emphasizes selling more of existing goods and services to existing customers is called A. product development. B. market development. C. market penetration. D. diversification. E. positioning.

answer

C. market penetration.

question

Which marketing strategy would Ben and Jerry's Ice Cream be using if it decided to begin selling its ice cream in Mexico for the first time? A. market penetration B. product development C. diversification D. market development E. positioning

answer

D. market development

question

If Consumer Reports publishes an issue that states that Uber offers the best overall service and price for all ride-share firms, this represents a ____________ for Uber. A. a core benefit. B. a value edge. C. marketing tactics. D. product control. E. a competitive advantage.

answer

E. competitive advantage

question

Which of the following is a risk of licensing in an international market? A. the licensor may create its own competition B. the licensor may misuse trademarks C. locally owned licensees don't know much about the local customers D. licensor doesn't know enough about the brand E. licensor has to pay the licensee money to enter the arrangement

answer

A. the licensor may create its own competition

question

Typically the least risky option for entering international markets is A. exporting. B. joint venture. C. licensing. D. direct ownership. E. franchising.

answer

A. exporting.

question

As a marketing strategy, what is diversification? A. selling existing goods and services to new customers B. creating new goods and services for existing markets C. selling more of existing goods and services to existing customers D. selling new goods and services to existing customers E. offering new products that are unrelated to the existing products produced by a company

answer

E. offering new products that are unrelated to the existing products produced by a company

question

In a SWOT analysis, increasing gasoline prices would represent a potential __________ for manufacturers of electric cars. A. weakness B. threat C. opportunity D. operational advantage E. locational advantage

answer

C. opportunity

question

A firm that is engaged in environmental scanning is monitoring developments outside of the firm's control in order to detect and respond to A. the strengths of the firm. B. environmental issues associated with the firm's operations. C. market opportunities associated with environmental concerns. D. the weaknesses of the firm. E. threats and opportunities.

answer

E. threats and opportunities.

question

While shopping for back-to-school clothes, Josie uses apps on her smartphone to comparison shop, and to obtain coupons and fashion advice. What external factor affecting the marketing environment does this represent? A. economic B. demographic C. legal D. sociocultural E. technological

answer

E. technological

question

Which of the following acronyms stands for the international organization that regulates trade among participating countries and helps importers and exporters conduct their business? A. IMF B. NATO C. CAFTA D. NAFTA E. WTO

answer

E. WTO

question

NAFTA is a trade agreement between A. Brazil, China, and India B. The United States, Canada, and Mexico C. The European Union and the United States D. The United States and China E. The United States, Mexico, and Brazil

answer

B. The United States, Canada, and Mexico

question

What type of sampling occurs when every person in the target population has a chance of being selected, and the probability of each person being selected is known? A. probability B. nonprobability C. quota D. snowball E. preferred

answer

A. probability

question

Which of the following is a form of quantitative research that can be used to measure consumer attitudes, intended behavior, and the motivations behind behavior? A. observational studies B. focus groups C. experiments D. mathematical models E. surveys

answer

E. surveys

question

All of the following are sources of external secondary data EXCEPT A. the Census Bureau. B. LexisNexis. C. the Internet. D. the Economics and Statistics Administration. E. customer surveys

answer

E. customer surveys

question

Which type of research seeks to discover new insights that will help the firm better understand the problem or consumer thoughts, needs, and behavior? A. descriptive B. analytic C. exploratory D. causal E. predictive

answer

C. exploratory

question

Marketing research has an impact on which of the 4 Ps? A. promotion and price. B. product only. C. price. D. product, price, and promotion only. E. product, price, promotion, and place.

answer

E. product, price, promotion, and place.

question

Which statement about social media sites is TRUE? A. Social media sites give marketers access to what is typically inexpensive information. B. The potential for capturing data from social media sites is minimal but growing. C. Social media data is widely considered to be unreliable. D. Social media users on Facebook often share personal information that researchers use. E. Most social media sites have a policy against using their information for marketing purposes.

answer

D. Social media users on Facebook often share personal information that researchers use.

question

GM wanted to know what features were used the most in their new cars, so they invited 10 people who owned GM cars to sit in a room with a moderator and answer questions. This is an example of A. secondary research. B. an interview. C. an experiment. D. a focus group. E. snowballing.

answer

D. a focus group.

question

Which one of the following is a disadvantage of using secondary data? A. high cost B. time consuming C. data may not be current D. survey can confuse the individual E. I ran out of fake answers

answer

C. data may not be current

question

Which of the following often provide firms with higher profits and a steady stream of customer sales? A. new product purchases B. impulse buys C. ritual consumption D. intermittent buying patterns E. special occasion shopping

answer

C. ritual consumption

question

The mental conflict that people undergo when they acquire new information that contradicts their beliefs and assumptions is called A. new product letdown. B. cognitive dissonance. C. self-actualization. D. rational recognition. E. product awareness.

answer

B. cognitive dissonance.

question

Which of the following accurately lists the levels in Maslow's hierarchy of needs, from the lowest level to the highest level? A. esteem, love/belonging, physiological, self-actualization, and safety B. physiological, safety, love/belonging, esteem, and self-actualization C. safety, physiological, esteem, self-actualization, and love/belonging D. self-actualization, esteem, love/belonging, safety, and physiological E. safety, esteem, self-actualization, physiological, and love/belonging

answer

B. physiological, safety, love/belonging, esteem, and self-actualization

question

The traditional marketing strategy of selling umbrellas when it is raining is an example of how __________ factors influence consumers' decisions. A. situational B. psychological C. shopping D. interpersonal E. economic

answer

A. situational

question

The people that an individual would not like to be like make up his or her A. exclusive reference group. B. membership reference group. C. dissociative reference group. D. isolation reference group. E. aspirational reference group.

answer

C. dissociative reference group.

question

Among the factors affecting the consumer decision-making process is/are __________, the way consumers spend their time and money to live. A. external validation B. conspicuous consumption C. the demonstration effect D. lifestyle E. life standards

answer

D. lifestyle

question

The consumer's level of involvement can lead to two types of buying decisions: __________ and __________. A. habitual; extended B. culturally influenced; autonomous C. economic; social D. physiological/safety; esteem/self-actualization E. extended problem solving; limited problem solving

answer

E. extended problem solving; limited problem solving

STUDY

Consumer Psychology Extended Problem Solving Marketing Post Purchase Evaluation Principles Of Marketing Self Actualization Needs

Marketing 330: Exam 1 (Set 2) – Flashcards 78 terms

Jaxon Craft

78 terms

Preview

Marketing 330: Exam 1 (Set 2) – Flashcards

question

Consumer behavior

answer

the process and activities people engage in when searching for, selecting, purchasing, using, evaluating, and disposing of products/services so as to satisfy their needs and desires

question

Stages in the consumer decision-making process

answer

• Problem recognition • Information search • Alternative evaluation • Purchase decision • Post purchase evaluation

question

First step in the consumer decision-making process

answer

Problem recognition

question

Second step in the consumer decision-making process

answer

Information search

question

Third step in the consumer decision-making process

answer

Alternative evaluation

question

Fourth step in the consumer decision-making process

answer

Purchase decision

question

Fifth step in the consumer decision-making process

answer

Post purchase evaluation

question

Problem recognition

answer

Occurs when the consumer perceives a need and becomes motivated to solve the problem; Caused by a difference between the customer's ideal state and actual state

question

Sources of problem recognition

answer

• Out of stock • Dissatisfaction • New needs/wants • Related products/purchases • Marketer-induced problem recognition (novelty seeking behavior) • New products

question

Hierarchy of needs

answer

the five basic levels of human needs: physiological, safety, social, esteem, self actualization

question

Psychoanalytic theory

answer

Sigmund Freud; strong influence on the development of modern psychology; studied underlying motivations for human behavior as well as structure and development of personality; MOTIVATION LIVES IN THE SUBCONSCIOUS

question

Internal search

answer

Scan of information stored in memory to recall the past

question

External search

answer

consumer will seek addition info from other sources (personal, marketer controlled, public sources, personal experience)

question

Perception

answer

sensation, selecting info, interpreting info

question

Selective perception process

answer

Selective exposure → selective attention→ selective comprehension → selective retention

question

Mnemonics

answer

symbols, rhymes, associations, and images that assist in the learning and memory processes are helpful

question

Alternative evaluation

answer

the process by which consumer attitudes are created, reinforced and changed; the decision rules or integration strategies consumers use to compare brands and make purchase decisions

question

Evoked set

answer

only a subset of all brands in which the consumer is aware; marketers try to create top-of-mind awareness, and reminder advertising

question

Heuristics

answer

consumers make their purchase decisions using more simplified decision rules

question

Affect referral decision rule

answer

consumers make a selection based on the basis of overall impression or summary evaluation of the various alternatives under consideration

question

Purchase intention

answer

predisposition to buy a certain brand; based on matching of purchase motives with attributes or characteristics of brands under consideration

question

Behavioral learning theory

answer

Emphasizes the role of external, environmental stimuli in causing behavior; Based on stimulus-response orientation (S-R)

question

Classical conditioning

answer

assumes that learning is an associative process with an already existing relationship between a stimulus and a response; passive participant

question

Operant conditioning

answer

The individual must actively operate or act on some aspect of the environment for learning to occur

question

Cognitive learning theory

answer

pays attention to internal psychological processes such as motivation, thinking and perception

question

Communication

answer

the passing of information, the exchange of ideas, or the process of establishing a commonness or oneness of through between a sender and a receiver

question

Communication Process Steps:

answer

Source/sender -> encoding -> channel/message -> decoding -> receiver

question

Sender/source

answer

the person that has all the information to share with another person; direct or indirect

question

encoding

answer

putting thoughts, ideas, or information into a symbolic form

question

Marketers must be careful to select a sender the receiver believes to be:

answer

knowledgeable and trustworthy

question

Message

answer

Contains the info or meaning the source hopes to convey; Verbal or nonverbal, written or oral, or symbolic

question

Semiotics

answer

study of the nature of meaning and asks how our reality: words, gestures, myths, signs, symbols, products, services, theories: acquire meaning

question

Counter arguments

answer

thoughts that the recipient has that are opposed to the position taken in the message

question

Channel

answer

the message is delivered in; method by which the communication travels from the source or sender to the receiver

question

Receiver/decoding

answer

dissecting the message

question

Recevier

answer

person with whom the sender shares thoughts or information

question

Decoding

answer

Process of transformation the sender's message back into

question

Noise

answer

Unplanned distortion or interference; problems that occur in the encoding of a message

question

Response

answer

receivers set of reactions after seeing, hearing, or reading the message

question

Feedback

answer

receiver's response that is communicated back to the sender

question

AIDA model

answer

developed to represent the stages a sales person must take a consumer through in the personal selling process; attention, interest, desire, action

question

Hierarchy of effects

answer

shows the process in which advertising works; It assumes that consumer passes through a series of sequential steps from initial awareness to actual purchase

question

Innovation adoption model

answer

represents the stages a consumer passes through in adopting a new product or service; Awareness, interest, evaluation, and trial

question

Information processing model

answer

assumes that the receiver is in a persuasive communication situation like advertising is an information processor or problem solver

question

Cognitive stage

answer

what the receiver knows or perceives about the particular brand

question

Affective stage

answer

receiver's feelings or affect level (like or dislike) for the particular brand

question

Behavioral stage

answer

the consumer's action toward the brand: trial, purchase, adoption or rejection

question

The Standard Learning Hierarchy:

answer

• Learn → feel → do • Information and knowledge are learned about the various brands are the basis for developing feelings, that will guide what the consumer will do • Likely when the consumer is highly involved in purchase process

question

The Dissonance/Attribution Hierarchy:

answer

• First consumers purchase, then develop attitudes or feelings as a result • Do → feel → learn • Occurs when consumers must choose between two alternatives that are similar but have hidden attributes • Reduces post purchase dissonance • Low involvement purchases

question

The Low-Involvement Hierarchy:

answer

• Learn → do → feel • Happens in low consumer involvement

question

The FCB Planning Model: • Informative strategy:

answer

o highly involved purchases o rational thinking o standard learning hierarchy

question

The FCB Planning Model: • Affective strategy:

answer

o Highly involving/feeling purchases o Advertising should stress psychological and emotional motives

question

The FCB Planning Model: • Habit formation strategy:

answer

o Low involvement thinking o Learning by doing model o Everyday purchases, etc.

question

The FCB Planning Model: • Self-satisfaction strategy:

answer

o Low involvement/feeling products o Appeals to sensory pleasures and social motives

question

Cognitive responses

answer

the thoughts that occur while reading, viewing or hearing communication

question

Source derogations

answer

negative thoughts about the spokesperson or company claims

question

Source bolsters

answer

receivers who act favorably

question

Central route to persuasion:

answer

o receiver is viewed as very active o ability and motivation to attend, comprehend, and evaluate message are high

question

Peripheral route to persuasion:

answer

o Receiver is viewed as lacking the motivation or ability to process info o Not likely to engage

question

Persuasion matrix

answer

helps marketers see how each controllable element interacts with the consumer's response process

question

Direct source

answer

spokesperson who delivers a message and/or demonstrates a product or service

question

Indirect source

answer

doesn't deliver a message but draws attention to or enhances the appearance of the ad

question

In order for a source to be credible they must have

answer

trust and expertise

question

internalization

answer

occurs when the receiver adopts the opinion of the credible communicator since he or she believes information from this source is accurate

question

Sleeper effect

answer

the persuasiveness of a message increases with the passage of time

question

In order for a source to be attractive they must

answer

be similar and familiar

question

Similarity

answer

supposed resemblance between the source and receiver

question

Familiarity

answer

knowledge of the source through exposure

question

Primacy effect

answer

presenting the strongest message at the beginning of the message

question

Recency effect:

answer

the last argument is the most persuasive

question

Refutation appeal

answer

the communicator presents both sides of an issue and then refutes the opposing view

question

Comparative advertising

answer

Comparative advertising: the practice of directly/indirectly naming competitors in an ad and comparing one or more attributes, 1972

question

Message appeals

answer

comparative, fear, humor

question

Clutter

answer

the amount of advertising in a medium

question

How do marketers break through clutter?

answer

Use message appeals

question

Self paced channels

answer

example: magazine

question

Externally paced channels

answer

example: tv commercial

question

Qualitative media effect

answer

influence the medium has on the message

STUDY

Consumer Psychology Extended Problem Solving Principles Of Marketing Purchase Decision Process

Marketing 1110 Exam 1 – Flashcards 80 terms

Alice Rees

80 terms

Preview

Marketing 1110 Exam 1 – Flashcards

question

A Consideration Set refers to...

answer

the group of brands a consumer world consider acceptable from among all the brands in the product class.

question

In Figure 1-1 above, the marketing department of an organization is responsible for facilitating _________.

answer

relationships, partnerships, and alliances with the organization's customers, shareholders, suppliers, and other organizations

question

Derived demand refers to

answer

the demand for industrial products and services that is driven by demand for consumer products and services.

question

Redbox places vending machines at local convenience stores and grocery stores that allow customers to rent and return popular DVDs 24 hours a day. This creates both __________ and __________ utility.

answer

place and time

question

A consideration set refers to

answer

the group of brands that a consumer would consider acceptable from among all the brands of which he or she is aware in the product class.

question

The agent for John Grisham's newest novel has sold its rights to a British publisher for sales in the United Kingdom and Ireland, to a U.S. publisher for the United States and Canada, and to an Australian publisher for Australia and New Zealand. This is an example of

answer

an exclusive territorial distributorship.

question

The __________ can require a company to spend money on corrective advertising to correct previous misleading ads.

answer

Federal Trade Commission

question

Organizational buyers can be divided into three different markets. They are

answer

industrial, reseller, and government markets.

question

All of the following are true about marketing EXCEPT:

answer

Marketing persuade people to buy the "wrong" things.

question

In 1962, President John F. Kennedy outlined a Consumer Bill of Rights that codified the ethics of exchange between buyers and sellers. These were the right: (1) to ___________; (2) to be informed; (3) to choose; and (4) to be heard.

answer

to safety

question

Carl and Nancy Johnson prepared a household budget in an attempt to manage their money better. As part of their budgeting process, Carl and Nancy prepared the following list: Picture After totaling necessary expenses, Carl and Nancy subtracted that figure ($1,700) from their monthly income of $4,500. The Johnsons were happy to realize that after paying bills each month, they had $2,800 left over. The money that was left after paying necessary expenses and taxes is their __________ income

answer

discretionary

question

Which of the following statements is an example of form utility?

answer

a gourmet shop that offers a home delivery service

question

The __________ makes it unlawful to discriminate in prices charged to different purchasers of the same product, where the effect may substantially lessen competition or help to create a monopoly.

answer

Robinson-Patman Act

question

A factor that might kill a product in the marketplace and stop the consumer from purchasing it is referred to as a(n) _________.

answer

showstopper

question

Brand loyalty refers to

answer

a favorable attitude toward and consistent purchase of a single brand over time

question

Possible barriers to entry include...

answer

capital requirements

question

In Figure 1-4 above, "A" represents which era in U.S. business history?

answer

production era

question

The __________ provides for registration of a company's trademark such as the Nike swoosh and the Coca-Cola dynamic ribbon device.

answer

Lanham Act

question

A trademark is a device that can take almost any form, as long as it is capable of identifying and distinguishing specific goods or services. Owens-Corning Fiberglas Corporation's and NutraSweet packages trademark are an example of a product that is protected by

answer

color.

question

Emily wants to purchase a new computer. She is unsure about what hardware and software she will need. As a result, she has begun asking for advice from friends and relatives. In addition, she has talked to several computer salespeople at Apple and Best Buy and has looked at some Web sites. Emily is engaging in

answer

response feedback: Emily is externally searching for information about computers. An external search is especially important when the cost of gathering information is low, when past experience is insufficient, and when the risk of making a wrong decision is high.

question

The uncontrollable forces in a marketing decision involving social, economic, technological, competitive, and regulatory forces are referred to as _________.

answer

environmental forces

question

Reciprocity refers to

answer

an industrial buying practice in which two organizations agree to purchase each other's products and services

question

The factors that drive competition include

answer

entry, the bargaining power of buyers and suppliers, existing rivalries, and substitution possibilities.

question

A buying center refers to

answer

the group of people within an organization who participate in the buying process and share common goals, risks, and knowledge important to a purchase decision.

question

answer

Innovators

question

Laws refer to

answer

the trade of things of value between buyer and seller so that each is better off after the trade

question

Exchange refers to

answer

the trade of things of value between buyer and seller so that each is better off after the trade

question

Customer value refers to

answer

the unique combination of benefits received by targeted buyers that includes quality, convenience, on-time delivery, and both before-sale and after-sale service at a specific price

question

In Figure 5-3 above, column "C" represents which of the following?

answer

routine response behavior

question

In an inflationary economy, the cost to produce and buy products and services __________ as prices _________.

answer

escalates; increase

question

Congressional legislation requiring online retailers to collect state sales taxes from customers in all 50 states would affect online sellers such as Virtual Vineyards, which now only collects state sales taxes from customers who reside in California. This would be an example of which environmental force?

answer

regulatory

question

According to Figure 5-5 above, "B" defines what level in the hierarchy of needs?

answer

personal

question

Independent e-marketplaces act as a neutral third party and provide an Internet technology trading platform and a __________ that enable exchanges between buyers and sellers.

answer

centralized market

question

ISO 9000 refers to

answer

standards for registration and certification of a manufacturer's quality management and assurance system based on an on-site audit of practices and procedures developed by the International Standards Organization.

question

In marketing, "doppelgangers" refer to

answer

parodies of existing well-known trademarks that have been created through digital technology

question

Barriers to entry include capital requirements, switching costs, advertising expenditures, and

answer

distribution access.

question

The manufacturers of several of the products in Figure 3-4 above are concerned that the product names will become generic. The legislation most likely to address this issue is the _________.

answer

Lanham Act

question

Since ___________ is regulated by the state or federal government, marketing plays a relatively small role in this setting

answer

a pure monopoly

question

Although not strictly illegal, the U.S. Justice Department frowns on reciprocity because it

answer

restricts the normal operation of the free market

question

North American Industry Classification System (NAICS) refers to

answer

the system that provides common industry definitions for Canada, Mexico, and the United States, which makes it easier to measure economic activity in the three member countries of the North American Free Trade Agreement (NAFTA).

question

Consumer behavior refers to

answer

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

question

Arrowhead® Brand Mountain Spring Water recently changed its bottle by reducing the size of its label by one-third, using 30% less plastic, and making the bottle more flexible for easier recycling. These efforts are part of the company's goal to engage in _________.

answer

sustainable development

question

A market refers to _________.

answer

people with the desire and ability to buy a specific offering

question

Another name for an e-marketplace is a(n)

answer

e-hub

question

The social forces of the environment include the ____________ of the population and its values.

answer

demographic characteristics

question

In 1988, the Trademark Law Revision Act resulted in a major change to the Lanham Act. The change allows

answer

a company to secure rights to a name before actual use by declaring an intent to use the name

question

Showstoppers refer to

answer

factors that might kill a product in the marketplace

question

The system that provides common industry definitions for Canada, Mexico, and the United States, which makes it easier to measure economic activity in the three member countries of the North American Free Trade Agreement (NAFTA) is referred to as the

answer

North American Industry Classification System (NAICS).

question

Which generational cohort is the Hyatt Place ad in Figure 3-2 above trying to reach?

answer

Generation X

question

The first major federal legislation passed to encourage competition in the United States was the

answer

Sherman Antitrust Act

question

Coca-Cola hired brand police to make sure that the Coca-Cola brand name and logo are not used without written permission. Why is Coca-Cola so rigorous in protecting its trademark?

answer

In order to maintain the use of its widely recognizable trademark, Coca-Cola must prevent the name from becoming generic.

question

A disadvantage of the North American Industry Classification System (NAICS) systems is that

answer

five-digit national industry codes are not always available for all three countries

question

There are three concepts of social responsibility, each relating to particular constituencies. According to Figure 4-2 above, constituency "C" represents __________ responsibility.

answer

profit

question

In marketing, the form of competition that occurs when only one firm sells the product is referred to as _________.

answer

pure monopoly

question

In the hierarchy of needs water, food, and oxygen would be considered __________ needs.

answer

personal

question

Caveat emptor refers to

answer

The legal concept of "let the buyer beware" that was pervasive in the American business culture prior to the 1960's

question

AT&T, MCI, Verizon, and Sprint control approximately 80 percent of the international long distance telephone market, which can be characterized as a(n) _________.

answer

oligopoly

question

E-Marketplaces go by the names of...

answer

B2B exchanges and e-hubs

question

A reverse auction refers to an online auction

answer

in which a buyer communicates a need for a product or service and would-be suppliers are invited to bid in competition with each other. More buyers may enter the process as the auction goes on. Prices often are reduced along the way.

question

VALS creates profiles of people based on their primary motivation and resources. In the Figure 5-6 above, "A" refers to

answer

Innovators

question

Generation X is the label often given to

answer

persons born between 1965 and 1976

question

In an attempt to sell more soft drinks and popcorn, a theater owner embedded very brief messages during the movie trailers before the feature film. The messages, which flashed on the screen for such a short time that moviegoers were not consciously aware of the messages, urged consumers to "Drink Coke" and to "Eat Popcorn." Research showed the messages were largely ineffective. This example suggests that

answer

subliminal messages may have limited effects on behavior.

question

A target market refers to

answer

one or more specific groups of potential consumers toward which an organization directs/targets its marketing program.

question

A global undertaking to further green marketing efforts is the

answer

ISO 14000 initiative

question

Which of the following acts as a barrier to the development of relationship marketing?

answer

in some way reprocesses a good or service it buys before selling the product again to the next buyer

question

An industrial firm is a firm that

answer

in some way reprocesses a good or service it buys before selling the product again to the next buyer

question

Four factors are required for marketing to occur: (1) two or more parties (individuals or organizations) with unsatisfied needs; (2) a desire and ability on their part to be satisfied; (3) ___________; and (4) something to exchange.

answer

a way for the parties to communicate

question

A consumer's purchases are often influenced by the views, opinions, or behavior of others. Two important aspects of personal influence to marketing are

answer

opinion leadership and word-of-mouth activity.

question

In Monopolistic Competition, coupons and sales are frequently used marketing tactics for...

answer

short term impact on sales

question

Considerable research has documented that in many product categories, consumers are unable to distinguish among brands when given blind tests (i.e. taste or use of the products without labels). Such products include soft drinks, coffee, and cosmetics. Nonetheless, even when prices are similar, consumers have strong preferences for specific brands of these products. This strong brand preference is the result of

answer

routine problem solving

question

A statistical area that has at least one urban cluster of at least 10,000 but less than 50,000 people and adjacent territory that has a high degree of social and economic integration is referred to as a

answer

micropolitan statistical area

question

A make-buy decision refers to

answer

an evaluation of whether components and assemblies will be purchased from outside suppliers or built by the firm itself.

question

The Trademark Law Revision Act (1988) addresses the right of a company to

answer

secure rights to a name before the product is even in use

question

In marketing, the set of values, ideas, and attitudes that are learned and shared among members of a group is referred to as _________.

answer

culture

question

Cognitive dissonance refers to

answer

the feeling of postpurchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives

question

The Lanham Act (1946)

answer

provides for registration of a company's trademarks

question

The element of the marketing mix demonstrated when a company places an ad in the Yellow Pages is _________.

answer

promotion

question

Barriers to entry refer to

answer

business practices or conditions that make it difficult for new firms to enter the market

question

Making counterfeit copies of Gucci purses, Hilfiger sportswear, and other international brands is pervasive in China because it is so easy to get away with it. Laws protecting intellectual property are unclear and sporadically enforced. Even when they are applied, sanctions are minimal, typically consisting of confiscation, a warning, a public apology, and perhaps a fine (negotiated, of course). Moreover, copying enjoys a long tradition in China and does not carry a stigma. Copying a masterpiece was historically considered an art form in its own right, and Chinese students have been taught for centuries to copy their teachers as accurately as possible before attempting to create. A business introducing a product into China needs to know that __________ may lead to trademark infringements.

answer

societal culture and norms

question

In marketing, the four basic forms of competition are

answer

pure competition, monopolistic competition, oligopoly, and pure monopoly.

STUDY

Consumer Decision Making Process Consumer Decision Process Consumer Psychology Decision Making Process Extended Problem Solving Habitual Decision Making Limited Problem Solving

Chapter 6 marketing: Consumer Decision Making – Flashcards 63 terms

Tony Foust

63 terms

Preview

Chapter 6 marketing: Consumer Decision Making – Flashcards

question

(1) need recognition (2) information search (3)evaluation of alternatives (4) purchase (5) post-purchase behavior *not always the case with order*

answer

consumer decision-making process

question

result of an imbalance between actual and desired states. a want is the recognition of an unfulfilled need and a product that will satisfy it. need recognition is triggered when a consumer is to either external or internal stimulus

answer

need recognition

question

occurances you experience, such as huger or thirst

answer

internal stimuli

question

influences from an outside source, such as someone's recommendation to try a certain restaurant, the color of a car, or an ad on the radio

answer

external stimuli

question

the imbalance between actual and desired states. there is a difference between what a customer has and what he or she wants to have. **gap must be big enough to cause action

answer

want-got gap

question

get customer to recognize this want-got gap and marketers need to understand the target market's needs

answer

marketing manager's objective

question

marketing managers can create ____ on the part of the customer

answer

wants

question

view them as job statements or outcome statements

answer

a way to understand people's needs

question

customers search for info. about various alternatives available to satisfy the need

answer

information search

question

the person recalls info. stored in the memory which stems larger from previous experience from a product. ex: suppose you are traveling and you may choose to stay at a hotel you've stayed in before

answer

internal information search

question

seeks info from outside environment. two basic types: nonmarketing controlled and market controllled the extent to which someone conducts an external search depends on the perceived risk, knowledge, experience, and level of interest in a good/svc. knowledgable people and confidence in decision making and people who have product experience search less. people who are more interested in a product will search more

answer

external information search

question

product info. source that is not associated with marketing promoting a product. includes personal experience, sources, and public sources and other rating places. marketers gather info. on how these info. sources work and use it to attract people.

answer

nonmarketing controlled information source

question

___% of US customers research electronics, computers and media online before making an in-store purchase

answer

question

biased toward a specific product because it originates with marketers promoting a product includes mass media advertising, sales promotions, salespeople, product labels and packaging, and the Internet (most influential)

answer

marketing controlled information source

question

a group of brands resulting from an information search form which a buyer can choose most preferred alternatives

answer

evoked or consideration set

question

a consumer will use info stored in memory and obtained from outside sources to develop criteria set the environment, internal info, and external info help consumers evaluate and compare alternatives one way to begin narrowing: pick a product attribute and exclude all products that don't fit.. then use cutoffs (either max or min levels of an attribute that an alternative must pass) then rank the alternatives based on importance and evaluate them based on how well each performs on the most important attributes different way: categorization process categories can be general (motorcycle) or specific (harley davidson) these categories are associated with some degree of like/dislike. a product's evaluation depends on the category to which it is perceived to belong in. how a product is categorized can influence demand (soda for breakfast example)

answer

evaluation of alternatives and purchase

question

a well known and respected brand from one product category is extended into other product categories. common business practice,

answer

brand extension

question

for a marketer, an important element of any post-purchase evaluation is reducing any lingering doubts that the decision was sound.

answer

post-purchase behavior

question

inner tension that a customer experiences after recognizing an inconsistency between behavior and values or opinions ex: prior to buying an iPad you may experience anxiety because of worry that the current top of the line technology will become obselete to reduce this, many people justify their decision marketing managers can reduce it by communicating with purchasers. ex: putting a letter in the package congratulating the wise decision or displaying a product's superiority over competing brands ex: Apple's Genius Bar for purchase support

answer

cognitive dissonance

question

routine response, limited decision making, and extensive decision making

answer

consumer buying decisions categories

question

1. level of consumer involvement (most important) 2. length of time to make decision 3. cost 4. degree of search for info 5. number of alt. considered

answer

5 factors in the three categories

question

the amount of time and effort a buyer invests in the search, evaluation, and decision process of consumer behavior

answer

involvement

question

frequently purchased, low cost goods and services are generally associated with _______. consumers spend little time on search and decision before purchasing buyers are familiar with many brands but stick with one.

answer

routine response behavior (low involvement products)

question

typically occurs when a consumer has previous product experience but is unfamilar with current available brands. consumers expend moderate effort searching for information or in considering alternatives.

answer

limited decision making (moderate involvement)

question

when buying unfamiliar, expensive, or infrequently bought items. usually where the most cognitive dissonance arises.

answer

extensive decision making (high involvement)

question

previous experience interest perceived risk social visibility

answer

factors determining the level of consumer involvement

question

more experience=less involvement with the purchase

answer

previous experience

question

involvement is related to interest. a person highly involved in bike racing will be more interested in the type of bike she owns and will spend a lot of time evaluating

answer

interest

question

as perceived risk goes up involvement goes up such as social, financial, and psychological

answer

perceived risk

question

involvement increases as social visibility of the product increases such as a product on display at a store

answer

social visibility

question

high involvement means that _____

answer

the customer cares about a product category or a specific good.

question

a product category has high personal relevance. ex: the fashion industry has a lot of enthusiasts who keep up with the latest trends

answer

product involvement

question

the circumstances of a purchase may temporarily transform a low involvement decision into a high involvement one. ex: you may usually buy cheap vodka, but theres more high involvement when you are visiting your friend

answer

situational involement

question

represents the personal relevance of the process of shopping. some like to shop and some don't. many engage in showrooming

answer

shopping involvement

question

marketing strategy varies according to the level of _____ associated with the product

answer

involvement

question

managers have several objectives: promotion to the target should be extensive and informative a good ad gives info needed for making the decision and specifies the benefits and unique advantages for ex: ford has a vehicle with custom option that is marketed to small business owners

answer

for high product involvement purchases

question

consumers may not recognize their wants until they are in the store. in-store promotion is important when promoting. managers focus on package design so the product will be eye catching. examples are campbells soup, Velveeta cheese and heinz ketchup. a good display can explain the products purpose and prompt recognition of a want. managers can also link a product to a higher-involvement issue, such as advertising text about cancer on the product.

answer

for low product involvement purchases

question

exerts the broadest and deepest influence on consumer buying decisions

answer

cultural influences

question

pervasive: what people eat, how they dress, what they think and feel and what language they speak are all dimensions. encompasses everything consumers do without conscious choice functional: by establishing common expectations, culture gives order to society. learned: consumers must know what is acceptable from family/friends. dynamic: adapts to changing needs and evolving environment. rapid growth of tech has accelerated rate of cultural change.

answer

culture

question

the most defining element of a culture consumers with similar values tend to react alike to prices and other inducements. they also correspond to consumption patterns. for ex: americans like convenience->breakfast bars values also influence buying choice

answer

values

question

a culture can be divided by a subculture on basis of demographic traits, geographic regions, national and ethnic background, political and religious beliefs. it is a homogenous group of people who share elements of the overall culture and elements unique to the group within them, people's attitudes, values and purchase decisions are more similar than they are within the broader culture ex: harley davidson bikers, military families, university professors

answer

subculture

question

group of people considered equal in status of community esteem who share behavioral norms marketers are interested for two reasons: SC often indicates which medium to use for promotion and knowing what products appeal to which SC can help marketers determine where to best distribute products.

answer

social class

question

many consumers seek out the opinions of others to reduce their search and evaluation effort or uncertainty, especially as the perceived risk increases. they react with reference groups, opinion leaders, and family members to obtain product information and decision approval.

answer

social influences on consumer buying decisions

question

consists of all the formal and informal groups that influence the buying behavior of an individual. consumers sometimes use products/brands to identify with. they learn from observing how members of their reference group consume for marketers reference groups... 1. serve as info and influence perceptions 2. affect a person's aspiration levels 3. their norms either constraint of stimulate consumer behavior

answer

reference groups

question

face to face membership groups that touch people's lives directly. they can be primary or secondary. primary includes all groups with which people interact regularly in an informal, face to face manner like family and friends. secondary is less consistent and more formal. these might include clubs, professional groups, and religious groups

answer

direct reference group

question

an aspirational reference group is a group a person wants to join and they need to conform to its norms. non-aspirational influence our behavior when we try to maintain distance from them. a consumer may avoid buying a certain car to avoid being associated with a group.

answer

indirect reference group

question

reference groups usually have this-someone who influences others its important for marketers to get these people to buy their product. difficult because opinion leaders in one field may not be in another. marketers try to create them instead such as using HS cheerleaders to model new fall fashions or use movie-stars to promote products. marketers look to social media to find them, but sheer volume makes it hard so they focus more on platforms frequented by teens

answer

opinion leaders

question

the most important social institution for many consumers the family is responsible for the socialization process, the passing down of cultural values and norms family members have diffferent roles in the purchase price (initiator, influencer, decision maker, purchaser, consumer) marketers should consider family purchase situations along with the distribution of consumer and decision maker roles among family members. ordinary marketing views the individual as both decision maker and consumer

answer

family

question

gender, age, life cycle stage, personality, self concept, lifestyle

answer

individual influences on consumer buying decisions

question

trends in gender marketing are influenced by the changing roles of men and women in society

answer

gender

question

marketers should be aware of these such as divorced parents, single parents, and childless couples.

answer

nontraditional life cycles

question

includes psych makeup and environment forces self concept is how consumers perceive themselves including beliefs, self evaluations, and attitudes. by influencing the degree to which consumers perceive a good to be self-relevant, marketers can affect consumers' motivation to learn about, shop for, and buy a certain brand. self concept is important because it helps explain the relationship between individuals perceptions of themselves and their consumer behavior

answer

personality

question

perception, motivation, learning, beliefs, and attitudes what consumers use to interact with their world. psych influences can be affected by a persona's environment bc they are applied on specific occasions ex: you will perceive differently and process differently depending if you are in class or at home

answer

psychological influences on consumer buying decisions

question

people cant perceive every stimulus in their environment so they use selective exposure. the familiarity of an object, contrast, exposure, movement intensity and smell all influence. the shape of a product can influence perception.

answer

perception

question

occurs when people change or distort info. that conflicts with their feelings or beliefs. for ex: say a college students buys a dell and then gets new info about apple. he or she might distort the info to make it consistent with the prior view that dell is just as good.

answer

selective distortion

question

remembering only information that supports personal feelings or beliefs

answer

selective retention

question

mktrs must recognize the importance of cues or signals in consumers' perception of products. managers first identify the important attributes and the design signals to communicate them. for ex: consumers will pay more for candy in expensive looking packages mktrs may use price to signal higher quality names influences too consumers also associate quality and reliability with certain brand names. companies watch their brand identity because a strong link has been established between perceived band value and customer loyalty

answer

marketing implications of perception

question

by studying ______ marketers can analyze the major forces influencing customers to buy or not buy products

answer

motivation

question

psychological needs safety needs social needs (where mktrs appeal to the most) esteem needs self-actualization

answer

Maslow's hierarchy of needs

question

It is very important that, as marketers, we learn how our consumer's think, and behave... for it could shape _____

answer

our brands/firms in the future

question

how consumers make purchase decisions how consumers use and dispose of product

answer

Consumer behavior

question

Compensatory (you get what you pay for) • Trade-offs Non-compensatory • Decision heuristics: shortcuts to reduce the choices • Price, brand, product representation

answer

Consumer Decision Rules

question

who am I buying for? how much time do I have? what kind of displays are in the store?

answer

situational factors

STUDY

Buying Decision Process Consumer Buying Behavior Consumer Decision Making Process Consumer Psychology Extended Problem Solving Principles Of Marketing

Chapter 7 – Consumer Buying Behavior – Flashcards 121 terms

John Smith

121 terms

Preview

Chapter 7 – Consumer Buying Behavior – Flashcards

question

Abercrombie & Fitch is developing a program to get to know its customers. Which of the following is not a reason why A&F needs to understand consumer buying behavior? a) customer's reactions to marketing strategy can impact the firm's success b) all customers are the same when it comes to buying behavior c) a firm should create a marketing mix that satisfies customers d) it helps the marketer predict how consumers will respond to marketing strategies e) the marketing concept stresses that a firm should know its customers

answer

b) all customers are the same when it comes to buying behavior

question

Purchasers who intend to use or benefit from the purchased product and do not buy products to make profits are part of the consumer market. end-use consumption group. business market. household purchasing group. organizational market.

answer

consumer market

question

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is a) the importance and intensity of interest in a product in a particular situation. b) the buyer's perception, motives, and abilities. c) the amount of external search that an individual puts into the decision-making process. d) the particular circumstance or environment in which consumers find themselves. e) a combination of an individual's demographic factors.

answer

a) the importance and intensity of interest in a product in a particular situation.

question

Justin is purchasing his third car in the past five years. He has been a car enthusiast ever since he was a little boy. He likes to spend his free time looking at car magazines, going to car shows, and watching NASCAR. Justin's interest in cars is referred to as situational involvement. dynamic involvement. enduring involvement. dynamic buying behavior. situational buying behavior

answer

enduring involvement.

question

A major determining factor in deciding which type of problem-solving process should be used depends on the individual's intensity of interest in a product and the importance of the product for that person. This is known as an individual's motivational structure. routinized response behavior. level of involvement. cognitive dissonance. evaluative criteria.

answer

level of involvement.

question

Chloe and Max are searching for a health club to join. This purchase will likely be affected by ___________ involvement. low internal enduring evoked perceived

answer

enduring

question

Temporary and dynamic factors that result from a particular set of circumstance a consumer is facing when making purchase decisions characterize enduring involvement. extended problem solving. selective exposure. situational involvement. selective retention.

answer

situational involvement.

question

The three most widely recognized types of consumer problem solving are: a) limited problem solving, extended problem solving, and routinized response behavior. b) extended problem solving, enduring problem solving, and situational problem solving. c) planned problem solving, impulse buying, and limited problem solving. d) internal problem solving, external problem solving, situational behavior. e) responsive behavior, planned behavior, and impulsive problem solving.

answer

a) limited problem solving, extended problem solving, and routinized response behavior.

question

While shopping at a Kroger grocery store, Tom sees a display of his favorite brand of diet cola. He buys a six-pack to take home for the weekend. This purchase process would be described as routinized response behavior. extended problem solving. limited problem solving. situational perception. enduring involvement.

answer

routinized response behavior.

question

Which of the following consumer problem-solving processes will probably be used in purchasing toothpaste? Extended problem solving Routinized response behavior Intensive problem solving Limited problem solving Perceptual scanning

answer

Routinized response behavior

question

Which product listed would most likely be purchased through routinized response behavior? Car Desk Shirt Soft drink Television set

answer

soft drink

question

Which of the following buying situations is most consistent with routinized response behavior? a) Ian buying his first pair of basketball shoes b) Molly buying a new set of tires for her car c) Aaron buying a new fishing rod and reel d) Stephanie buying bottled water e) Bryan buying a new software program

answer

d) Stephanie buying bottled water

question

Stacy is going to the store to buy a gallon of milk. She will most likely use ___________ in her consumer decision-making process. routinized response behavior limited problem solving extended problem solving perceptual scanning evaluation of alternatives

answer

routinized response behavior

question

Routinized response behavior is what a consumer does when a) purchasing an unfamiliar product. b) buying frequently purchased, low-cost items that need little effort. c) an information search is extensive and may involve consulting with friends and family. d) buying products that require a moderate amount of time for information gathering and deliberation. e) he or she enters the problem recognition stage of the consumer buying decision process.

answer

b) buying frequently purchased, low-cost items that need little effort.

question

In contrast to extended problem solving, routinized response behavior requires a) careful deliberation before making a choice. b) less information about products. c) more time. d) considerable thought. e) more money.

answer

b) less information about products.

question

When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar product category, he or she will most likely engage in enduring purchase behavior. routinized response behavior. extended problem solving. impulse searching. limited problem solving.

answer

limited problem solving.

question

When a new variety of Kashi whole-grain breakfast cereals is first introduced, consumers will most likely engage in______ when deciding whether or not to purchase this new product. extended problem solving limited problem solving situational solving behavior routinized response behavior automatic processing behavior

answer

limited problem solving

question

Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do some comparison shopping before making a purchase decision. Jenny is engaging in routinized response behavior. extended problem solving. limited problem solving. impulse buying. intensive problem solving.

answer

limited problem solving.

question

Kellogg's is introducing a new bran waffle for toasters. Television commercials will be a key element in communicating the benefits associated with this product. Based on that decision, Kellogg's is expecting consumers to engage in what form of problem solving? Routinized response behavior Limited problem solving Extended problem solving Impulse buying Extensive response behavior

answer

Limited problem solving

question

For which of the following products would a consumer most likely use limited problem solving? Detergent Toothpaste Automobile Hair dryer Washing machine

answer

Hair dryer

question

Which of the following purchases would most likely require a consumer to use extended problem solving? Audio equipment Shaving cream Cereal Kitchen napkins Gasoline

answer

Audio equipment

question

Extended problem solving is the type of consumer problem-solving process that a) involves no conscious planning but rather a powerful and persistent urge to buy something. b) is the most complex problem-solving behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products. c) requires a moderate amount of time for information gathering and search. d) is the creation and maintenance of a collection of products that satisfy a person's needs and wants. e) requires very little search-and-decision effort and is practiced when buying lowcost and frequently purchased products.

answer

b) is the most complex problem-solving behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.

question

Which of the following products would probably require extended problem solving before a purchase? Products purchased frequently Products to be purchased in the future Products that are purchased routinely Expensive products Products purchased as a result of social influences

answer

Expensive products

question

Jose and Teresa are searching for a new cellular phone. They will most likely engage in which one of the following forms of problem solving? Extended problem solving Limited problem solving Impulse buying Routinized response behavior Intensive response behavior

answer

Extended problem solving

question

An unplanned buying behavior resulting from a powerful urge to buy something immediately is called impulse buying. habitual buying. compulsive response behavior. non-problem solving. cognitive dissonance.

answer

impulse buying.

question

Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter, she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of limited problem solving. impulse buying. routinized response behavior. addictive consumption. situational involvement.

answer

impulse buying.

question

Beth Hines is buying furniture for her apartment for the first time. She is spending considerable time and effort comparing the products that different stores offer. Which type of problem-solving process is she using? Selective Intensive Extended Shopping Routinized

answer

Extended

question

Mark is shopping for a new suit to wear to an important interview. He really wants to impress his prospective employer and is shopping at many stores to find the right outfit. Martin is using which type of consumer problem-solving process? Routinized response behavior Habitual response Information search Extended problem solving Intensive problem solving

answer

Extended problem solving

question

The five major stages of the consumer buying decision process, in order, are a) information search, establishment of product criteria, evaluation of alternatives, purchase, and postpurchase evaluation b) problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation. c) problem recognition, information search, evaluation of alternatives, postpurchase evaluation and purchase. d) information search, evaluation of alternatives, purchase, trial adoption period, and postpurchase evaluation. e) problem recognition, purchase, evaluation of alternatives, postpurchase evaluation, and rebuy.

answer

b) problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation.

question

Which of the following statements about the consumer buying decision process is true? a) Consumers progress through the five stages of this process for all limited problem-solving decisions. b) Although all of the steps in the process are used in all decision processes, the order tends to depend on the customer's level of involvement. c) The key element of the process that exists in all consumer buying decision processes is the purchase of the product. d) Once the purchase of a product has been made, the consumer buying decision process is complete. e) Consumers making limited problem-solving decisions may not go through all five steps of the process.

answer

e) Consumers making limited problem-solving decisions may not go through all five steps of the process.

question

Problem recognition occurs when a consumer a) searches for information to resolve a problem. b) becomes aware that there is a difference between a desired state and an actual condition. c) recognizes a need. d) evaluates her or his purchase. e) is exposed to a television advertisement.

answer

b) becomes aware that there is a difference between a desired state and an actual condition.

question

When Julia goes to the first class of her Operations Management course, she finds out that in addition to the textbook she already purchased, she also needs a copy of the book The Goal. At which stage of the consumer buying decision process is Julia? Purchase Evaluation of alternatives Problem recognition Information search Prepurchase evaluation

answer

Problem recognition

question

As Steve is shopping for groceries, he notices a product on the shelf and remembers that he is about to run out of it at home. In terms of the consumer buying decision process, Steve just experienced problem recognition. high involvement. postpurchase evaluation. information search. evaluation of alternatives

answer

problem recognition.

question

Within the information search step of the consumer buying decision process, what two primary aspects exist? a) Consideration sets and evoked sets b) Personal information and non-personal information c) Selective retention and selective distortion d) Internal search and external search e) Company-produced information and internal information

answer

d) Internal search and external search

question

As Jeff runs out of shaving cream, he immediately tries to remember what he did the last time this happened. He is engaging in external search. consideration set development. internal search. cognitive dissonance. alternative evaluation.

answer

internal search.

question

When Trevor realizes his liquor cabinet supply was devastated by last weekend's party, he first retrieves information from his memory about what types of liquor he and his friends like most and then asks the attractive clerk at the liquor store what she would recommend. Trevor started with a(n) _____ search and then progressed to a(n) _____ search. consideration; evaluative focused; broad internal; external routinized; extended self; inclusive

answer

internal; external

question

When, in their information search, consumers focus on communication with friends and relatives, they are utilizing ______ sources. internal personal marketer-dominated direct organizational

answer

personal

question

In the consumer buying decision process, the information search stage a) yields a group of brands that a buyer views as possible alternatives. b) involves a buyer becoming aware of the need for a product. c) is not necessary when the buyer is involved in extensive decision making. d) occurs immediately after evaluation of alternatives. e) is lengthy for routine response buying behavior.

answer

a) yields a group of brands that a buyer views as possible alternatives.

question

A publication such as Consumer Reports may be initially used during a(n) product recognition. evaluation of alternatives. internal information search. external information search. purchase decision.

answer

external information search.

question

When shopping for detergent, Josh looks at Tide, Fresh Start, Surf, and All and chooses the one that is on sale. These four brands make up his _________ set. alternate purchase consideration problem imposed

answer

consideration

question

In shopping for a new laptop computer for her master degree program, the alternatives Jocelyn is considering include Dell, Toshiba, Sony, and Hewlett-Packard. These four brands make up Jocelyn's dissonance group. evaluative group. framing set. external search results. consideration set.

answer

consideration set.

question

A group of brands that a consumer views as alternatives for possible purchase is called a(n) evoked set. acceptance group. brand preference. selective retention group. evaluation criteria.

answer

evoked set.

question

Evaluative criteria for brands within the consideration set are both selective and expansive. objective and subjective. internal and external. extended and routinized. perceptive and selective.

answer

objective and subjective.

question

A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a separate phone line. The buyer has expressed his or her framing characteristics. service characteristics. consideration set. evaluative criteria. information search criteria.

answer

evaluative criteria.

question

All of the following are marketer-dominated sources of information except salespeople. advertising. packaging. friends. displays.

answer

friends.

question

During the evaluation of alternatives stage of the consumer buying decision process, framing most likely influences the decision process of ___________ buyers. younger older wealthier veteran inexperienced

answer

inexperienced

question

After doing considerable shopping, Eric has just decided what brand and type of athletic shoes to buy and where he's going to buy them. In what stage of the consumer buying decision process is Eric? Problem recognition Information search Evaluation of alternatives Purchase Postpurchase evaluation

answer

Purchase

question

Doubts in a buyer's mind about whether the purchase decision made was the right one may occur during the cognitive dissonance. purchase. evaluation of alternatives. internal search. postpurchase evaluation.

answer

postpurchase evaluation.

question

After purchasing a new Lexus, Pablo sees an Infinity pass by on the street and begins to wonder if he made the right choice. Pablo is experiencing problem recognition. cognitive dissonance. internal search. alternative evaluation. framing.

answer

cognitive dissonance.

question

After purchasing a product, postpurchase evaluation may result in cognitive dissonance. Cognitive dissonance is a) the congruence between external and internal searches for product information. b) a function of the manner in which the manufacturer of the product describes its attributes. c) satisfaction with the purchase. d) the establishment of criteria for comparing products. e) doubts that occur because the buyer questions whether the decision to purchase the product was right

answer

e) doubts that occur because the buyer questions whether the decision to purchase the product was right

question

The three major categories of influences on the consumer buying decision process are: a) situational influences, demographic influences, and psychological influences. b) social influences, situational influences, and marketer-dominated influences. c) demographic influences, situational influences, and marketer-dominated influences. d) situational influences, social influences, and psychological influences. e) marketer-dominated influences, psychological influences, and person-specific influences.

answer

d) situational influences, social influences, and psychological influences.

question

The five categories of situational influences are: a) product involvement level, physical surroundings, social surroundings, time perspective, and purchase reason. b) antecedent states, physical surroundings, social surroundings, time perspective, and space dimensions. c) social surroundings, physical surroundings, time pressures, purchase reason, and lifestyles. d) purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood. e) store atmosphere, location, aromas, sounds, and lighting.

answer

d) purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood.

question

Bob Turner makes an appointment to visit with a new dermatologist in town to determine whether he should have several moles on his neck removed. When he arrives at the dermatologist's office, Bob notices a foul odor in the air, worn floor coverings, cluttered rooms that have paint peeling from the walls, and poor lighting. While Bob viewed the dermatologist as competent, Bob decided not to have the moles removed even though the dermatologist recommended removal. Which situational influences are most likely to have affected Bob's decision? Social surroundings Customer's momentary mood and condition Time pressures Purchase reasons Physical surroundings

answer

Physical surroundings

question

___________ are situational influences that include the characteristics and interactions of others who are present when a purchase decision is being made, such as friends, relatives, and salespeople. Physical surroundings Social surroundings Purchase reasons Buyer's momentary mood and condition Pressures created by time factors

answer

Social surroundings

question

The primary psychological influences on consumer behavior are: a) perception, motives, learning, attitudes, personality, and lifestyles. b) attitudes, perception, retention, exposure, roles, and lifestyles. c) attitudes, perception, social class, culture, and learning. d) perception, motives, reference groups, social class, and personality. e) lifestyles, personality, perception, motives, attitudes, and culture.

answer

a) perception, motives, learning, attitudes, personality, and lifestyles.

question

Perception is a three-step process that involves a) motivation, personality, and attitudes. b) classifying, recording, and eliminating information received through the senses. c) collecting, eliminating, and organizing information inputs. d) selecting, organizing, and interpreting information inputs. e) anticipating, classifying, and discarding information inputs.

answer

d) selecting, organizing, and interpreting information inputs.

question

In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These sensations are called selective inputs. olfactory receptors. information inputs. perceptual motives. psychological influences

answer

information inputs.

question

Selective exposure refers to a) targeting only certain parts of the total market. b) admitting only certain inputs into consciousness. c) the circumstances or conditions that exist when a consumer is making a purchase decision. d) the process of selecting, organizing, and interpreting information inputs to produce meaning. e) remembering inputs that support personal feelings and beliefs and forgetting those that do not.

answer

b) admitting only certain inputs into consciousness.

question

As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense organs. Brianna is experiencing the process of exposure. motivation. learning. attitude formation. perception.

answer

perception.

question

When individuals choose which information inputs will reach their awareness and ignore other inputs, they are using perception. selective distortion. selective exposure. cognitive dissonance. selective retention.

answer

selective exposure.

question

If a consumer receives information that is inconsistent with her or his beliefs, the consumer may alter this information. This perceptual process is known as selective exposure. distortion. retention. information. organization.

answer

distortion.

question

After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is perceptual organization. attention. retention. interpretation. redefinition.

answer

organization.

question

Maria reads through the newspaper fashion flyers containing advertisements for sweaters from Polo, purses from JC Penney, and tennis shoes from Foot Locker. She remembers only the shoe ad, thanks to the recent tear in her own Reeboks. Maria has engaged in selective distortion. decision making. analysis. retention. reading.

answer

retention.

question

When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This principle is called interpretation. completion. distortion. closure. linking.

answer

closure.

question

Assignment of meaning to organized information inputs is called motivation. redefinition. learning. interpretation. selection.

answer

interpretation.

question

A salesperson at Best Buy tells Patrick Dunnavan that the Sony Notebook is one of the most reliable computer notebooks ever made. Patrick, however, has just heard about a second Sony recall for this model because of overheating. His most likely response will be to a) buy the Sony. b) forget the information from the salesperson. c) ignore the recall as a fluke. d) focus on positive aspects of the Sony. e) cease shopping for a computer notebook at this time.

answer

b) forget the information from the salesperson.

question

Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not. This is known as selective exposure. distortion. retention. information. organization.

answer

retention.

question

Which of the following statements about how a consumer organizes inputs that reach awareness is most accurate? a) Inputs are organized by individuals to produce meaning, and this organizational process is usually a slow one. b) Organization of information inputs is not always needed to produce meaning. c) Inputs that reach awareness are organized and interpreted in much the same way by all consumers. d) Because a person interprets information in terms of what is familiar, only one interpretation of organized inputs is possible. e) Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

answer

e) Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what is familiar to the individual.

question

Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called motives. lifestyles. perceptions. attitudes. traits.

answer

motives.

question

Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least important. These needs, in order from most to least important are a) psychological, physiological, safety, social, and esteem. b) physiological, safety, esteem, social, and self-actualization. c) physiological, psychological, safety, social, and esteem. d) physiological, safety, social, and esteem, self-actualization. e) physiological, esteem, safety, self-actualization, and psychological.

answer

d) physiological, safety, social, and esteem, self-actualization.

question

According to Maslow's hierarchy of needs, a) individuals simultaneously try to satisfy all five levels of needs. b) self-actualization needs are the most important needs to be met for most individuals. c) individuals first address needs at the top of the pyramid and then move down to the lower level needs. d) levels of needs are different for everyone, and we all try to satisfy them in a different order. e) individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

answer

e) individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

question

Human requirements for love, affection, and a sense of belonging would be classified by Maslow as _____ needs. safety esteem social physiological self-actualization

answer

social

question

Jana now feels that her teeth are not white enough after seeing advertisements for whitening toothpaste. Marketers promote these brands based on ___________ needs, appealing to sex appeal. physiological esteem self-actualization psychological social

answer

physiological

question

People's needs to grow, develop, and achieve their full potential are referred to by Maslow as ______ needs. ego esteem self-actualization social safety

answer

self-actualization

question

The U.S. Army recruits soldiers based on the slogan, "An army of one," implying that people can reach their full personal potential in the U.S. Army. This is an appeal to what need according to Maslow's hierarchy of needs? Safety Esteem Self-actualization Physiological Social

answer

Self-actualization

question

Psychological influences that determine where a person purchases products on a regular basis are called convenience responses. patronage motives. shopping motives. pattern responses. routine decisions.

answer

patronage motives.

question

answer

patronage

question

Changes in an individual's thought processes and behavior caused by information and experience is called learning. attitude formation. patronage motives. personality. motivation.

answer

learning.

question

Marketers often provide consumers with experience to their products, including free samples and trial offers, to facilitate consumer patronage motives. attitudes. perception. distortion. learning.

answer

learning.

question

An attitude is a) an internal trait that makes a person unique. b) a set of actions that a person in a particular position is supposed to perform. c) a competence in performing activities. d) a person's behavior caused by information and experience. e) one's evaluation, feelings, and behavioral tendencies toward an object or idea.

answer

e) one's evaluation, feelings, and behavioral tendencies toward an object or idea.

question

Having used both Secret and Sure deodorants, Annette feels that Secret is a good product and the one that best meets her needs. She has formed a(n) ___________ about Secret. motive consideration set cognition attitude self-concept

answer

attitude

question

Cognitive, affective, and behavioral are the three major components of self-concept. motives. lifestyles. consumer socialization. attitudes.

answer

attitudes.

question

What consumer research method consists of a series of adjectives, phrases, or sentences regarding an object, with subjects indicating the intensity of their feelings toward this object by reacting to these adjectives, phrases, or sentences? Projective specification Patronage clarification Group interview Attitude scale Depth interview

answer

Attitude scale

question

Melanie prefers to shop at Target for most of her household needs even though the same products and brands are available at KMart. She prefers the service, location, and friendliness of the employees at Target. Melanie's reasons that influence her decision to shop at Target are called social needs. learning processes. patronage motives. product attitudes. retailer attitudes.

answer

patronage motives.

question

An attitude scale measures the a) strength of a buyer's need for a product. b) buyer's level of information about a product. c) amount of experience the buyer has had with the product. d) intensity of a buyer's feelings toward a certain object. e) intensity of a buyer's desire for the product.

answer

d) intensity of a buyer's feelings toward a certain object.

question

Changing people's attitudes toward a firm and its marketing program is a) simple when advertisements are used. b) impossible, even if the firm uses advertisements. c) a long, expensive, and difficult task that may require extensive advertising campaigns. d) unnecessary, since consumer attitudes are of little importance. e) rarely attempted through the use of marketing practice.

answer

c) a long, expensive, and difficult task that may require extensive advertising campaigns.

question

The results of many studies have been inconclusive regarding the association between buyer behavior and personality. perception. motives. social class. learning.

answer

personality.

question

Hereditary characteristics combined with personal experiences that together make an individual unique form one's self-concept. attitudes. lifestyle. personality. role.

answer

personality.

question

The development of a person's self-concept is a function of learning. psychological and social factors. reference groups and opinion leaders. roles and family influences. subcultures.

answer

psychological and social factors.

question

Shane spends most of his free time participating in extreme sports and traveling to exotic locations with a group of close friends who share his interests and opinions about most things. This is a description of Shane's self-concept. lifestyle. personality. attitudes. role.

answer

lifestyle.

question

A consumer's buying decisions are affected in part by the people around him or her. Such people and the forces they exert on an individual buyer are called motivational influences. social influences. roles. personality influences. cultural influences.

answer

social influences.

question

The actions and activities associated with a position one holds within a group, organization, or institution constitute personality. a role. a motive. perception. an attitude.

answer

a role.

question

Jonathan is torn between buying a new swing set for his kids and buying a new set of Ping golf clubs for himself. Jonathan is experiencing attitude formation. belief assessment. role inconsistency. cognitive dissonance. personality.

answer

role inconsistency.

question

The forces that other people exert on one's buying behavior are called social influences. These come from reference groups and opinion leaders, social classes, culture and subcultures, roles, and ethnic heritage. personality. attitudes. perception. family.

answer

family.

question

Shaun is going shopping with his dad to buy his first baseball glove for Little League. He listens to his dad talk to the salesperson at the sporting goods store, watches him examine the stitching in the glove and then rub his finger over the leather palm. Shaun's observations are part of his consumer development. attitude development. purchasing evaluation. consumer socialization. consumer attitude.

answer

consumer socialization.

question

Children often achieve ______ by observing parents and older siblings in purchase situations and then through their own purchase experiences. consumer socialization personality role identification social class attitude formation

answer

consumer socialization

question

Jennifer is interested in joining Kappa Lambda Iota sorority. She begins to shop at Sarah's, a local store where the Kappas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Jennifer is influenced by personality. a reference group. a consideration set. a knowledge base. a role conflict.

answer

a reference group.

question

The three major types of reference groups are: membership, aspirational, and advocacy. advocacy, avoidance, and approach. aspirational, disassociative, and membership. actual, implied, and desired. family, peer group, and media

answer

aspirational, disassociative, and membership.

question

Marketers who attempt to use reference-group influence in advertisements are most likely to succeed when messages indicate that a) people in a specific group buy the product and are highly satisfied by it. b) reference groups should be of little concern to the consumer. c) reference groups are "in" and everyone should belong to at least one. d) all products and brands are influenced by reference groups. e) people in a specific group have tried the product and dislike it.

answer

a) people in a specific group buy the product and are highly satisfied by it.

question

A group becomes a reference group for an individual when that person identifies with this group so strongly that he or she a) takes on many of the values, attitudes, or behaviors of group members. b) becomes a formal member of the group. c) becomes familiar with the group's activities. d) seeks information from members of the group regarding buying decisions. e) cannot control the strength of his or her involvement with the group.

answer

a) takes on many of the values, attitudes, or behaviors of group members.

question

Which one of the following is most likely to be a product for which both the purchasing decision and the brand decision are strongly influenced by reference groups? Canned peaches Instant coffee Jeans Furniture Soap

answer

Jeans

question

An opinion leader is likely to be most effective under all of the following conditions except when the a) follower has high product involvement. b) follower has low product knowledge. c) follower has values and attitudes similar to the opinion leader. d) product details are numerous and complicated. e) follower has attitudes and values that are different from those of the opinion leader.

answer

e) follower has attitudes and values that are different from those of the opinion leader.

question

Katie is buying her first car and has narrowed her choices down to a Honda Civic, a Toyota Prius, or a Volkswagen Jetta. Katie goes on-line and posts questions to others who have experience with any of these cars, asking for reviews. Katie is most likely using a blog. an opinion leader. using her reference groups for information. experiencing enduring involvement. exerting social influence.

answer

using a blog.

question

Which of the following statements regarding social class is true? a) A social class is a closed aggregate of people with similar social ranking. b) The criteria used to group people into social classes do not vary from one culture to another. c) A social class is an open aggregate of people with similar social ranking. d) A social class is a ranking of people by other members of society into positions of social respect. e) A social class is an open aggregate of people with different social rankings

answer

c) A social class is an open aggregate of people with similar social ranking.

question

An open aggregate of people with similar social ranking is referred to as a reference group. social class. role. caste. subculture.

answer

social class

question

Our society uses many factors, including occupation, educational level, income, wealth, religion, race, ethnic group, and possessions, to group people into family types. geographic regions. reference groups. social classes. attitudinal segments.

answer

social classes.

question

According to Coleman's major social class categories, which of the following social classes in our culture has these characteristics: lives in well-kept neighborhoods, likes fashionable items, and is often found in management positions? Lower class Upper class Middle class Working class First class

answer

Middle class

question

According to Coleman's major social class categories, the social class in our society that favors prestigious schooling, neighborhoods, and brands is the upper class. middle class. upper-lower class. working class. lower class.

answer

upper class.

question

According to Coleman's social class categories, the social class that includes approximately 40 percent of the population, shops for bargains, and buys sports and recreational equipment is the upper class. middle class. first class. working class. lower class.

answer

working class.

question

A culture can be divided into subcultures according to a) personality characteristics of individuals in that culture. b) motives that members of that cultural group have for their behavior. c) geographic regions or human characteristics, such as age or ethnic background. d) income levels. e) information to which consumers allow themselves to be exposed.

answer

c) geographic regions or human characteristics, such as age or ethnic background.

question

Market researchers for a local bakery determined that Jewish people consume 63 percent of the portion of bagels sold in New York City. This is an example of ___________ influence on consumer buying decision processes. a) demographic b) situational c) subcultural d) role e) social class

answer

c) subcultural

question

Which American subculture spends the highest proportion of its income on utilities, footwear, children's apparel, groceries, and housing? Native Americans Hispanics African Americans Asian Americans Americans over 65 years of age

answer

African Americans

question

Which of the following is the fastest growing, most affluent subculture in the United States? African Americans Hispanics Asian Americans Native Americans Italian Americans

answer

Asian Americans

question

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Karla has asked several of her friends and family members where they have their cars repaired, since she has been experiencing a problem with her car starting when the weather is cold. Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. However, one of her friends, Steve, had a very poor experience with Skola's. Once he complained to them, they fixed the situation and now he prefers their auto shop over others. The type of problem solving that consumers use to select an auto repair shop would normally be a) intensive problem solving. b) extended problem solving. c) routinized response behavior. d) selective problem solving. e) limited problem solving.

answer

e) limited problem solving.

question

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Karla has asked several of her friends and family members where they have their cars repaired, since she has been experiencing a problem with her car starting when the weather is cold. Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. However, one of her friends, Steve, had a very poor experience with Skola's. Once he complained to them, they fixed the situation and now he prefers their auto shop over others. A dissatisfied Skola's Auto Repair customer told a friend about his experience. The friend has been a long-time Skola's customer and the next day, didn't remember what her friend told her. This is an example of a) perceptive perception. b) selective exposure. c) selective distortion. d) receptive exposure. e) selective retention.

answer

e) selective retention.

question

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Karla has asked several of her friends and family members where they have their cars repaired, since she has been experiencing a problem with her car starting when the weather is cold. Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. However, one of her friends, Steve, had a very poor experience with Skola's. Once he complained to them, they fixed the situation and now he prefers their auto shop over others. The change in Steve's behavior toward Skola's Auto Repair, caused by the company's response to his complaint, is a function of a) perception. b) motivation. c) attitudes. d) learning. e) influence.

answer

d) learning.

question

Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Karla has asked several of her friends and family members where they have their cars repaired, since she has been experiencing a problem with her car starting when the weather is cold. Karla has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. However, one of her friends, Steve, had a very poor experience with Skola's. Once he complained to them, they fixed the situation and now he prefers their auto shop over others. Positive feelings generated by satisfaction with Skola's response will become part of Steve's a) personality. b) motives. c) social class. d) role. e) attitude.

answer

e) attitude.

question

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. The fact that Alicia had remembered the gas mileage of the Toyota Sienna incorrectly is most likely an example of a) selective expression. b) selective retention. c) perceptual extension. d) perceptual bias. e) selective distortion.

answer

e) selective distortion.

question

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Carlos' knowledge of the correct gas mileage is an example of the ____ component of his attitude toward the Toyota, while Alicia's feelings about the children in the commercial being happy in the Toyota van were an example of the _____ component of her attitude. a) cognitive; affective b) cognitive; behavioral c) affective; cognitive d) affective; behavioral e) behavioral; affective

answer

a) cognitive; affective

question

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Toyota's production of commercials that featured Hispanic actors and the Spanish language is an example of marketing to a) cultural self-concepts. b) social classes. c) subcultures. d) roles. e) social strata.

answer

c) subcultures.

question

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota noticed that the majority of its customers were families with 3 or more children, and so they developed commercials that featured larger families. They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement on the television about the Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg. She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She also liked the way the family was portrayed in the Toyota ad, showing the children in the back seats having plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her husband, about how much she liked the Toyota van, he replied that it had too low of gas mileage at only 16 mpg. Since Alicia didn't agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for the Toyota. Alicia couldn't believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan. Since Alicia and Carlos were using gas mileage as one of their evaluative criteria, they are most likely in the ______ phase of the consumer buying process. a) problem recognition b) external search c) evaluation of alternatives d) purchase e) post-purchase

answer

evaluation of alternatives

STUDY

Consumer Decision Process Consumer Psychology Extended Problem Solving External Locus Of Control Habitual Decision Making Internal Locus Of Control Limited Problem Solving Marketing Principles Of Marketing

BUS 346 Ch. 5 (Ch. 6 for Davis) – Flashcards 112 terms

Noel Macdonald

112 terms

Preview

BUS 346 Ch. 5 (Ch. 6 for Davis) – Flashcards

question

Marketers often use principles and theories from ______________ and _____________ to decipher many consumer actions and develop basic strategies for dealing with their behavior.

answer

Sociology; Psychology

question

Marketers often use principles and theories from sociology and psychology to better understand consumers' actions and:

answer

develop strategies to better deal with their behavior

question

Generally, people buy one product or service instead of another because they

answer

Perceive it to be the better value

question

The consumer decision process model represents

answer

The steps that consumers go through before, after, and during the decision making process

question

The consumer buying process begins when

answer

The consumer recognizes an unsatisfied need

question

When Karen realized her dog had fleas, Karen had:

answer

an unsatisfied need

question

The greater the discrepancy between a consumer's needy state and the desired state, the greater:

answer

the consumer's recognition will be

question

The greater the discrepancy between a consumer's ______________, the greater the consumer's need recognition will be.

answer

needy state and desired state

question

Upscale men's and women's clothing stores primarily appeal to consumers'______________ needs.

answer

Psychological

question

When mountain climbers purchase clothing for scaling Mount Everest, their purchases are primarily addressing ________________ needs.

answer

Functional

question

Laura has a nearly-new economy car but wants a sports car. If she decides to purchase a sports car, she will be primarily fulfilling ______________ needs.

answer

Psychological

question

A key to successful marketing is determining how to meet the correct balance of ________________________ needs that best appeals to the firm's target markets.

answer

Functional and psychological

question

By producing motorcycles that do more than get riders to their destinations and back, Harley-Davidson is addressing consumers'__________________ needs

answer

Functional and psychological

question

When the floor rusted through on her old car, Kelly knew she had a problem. Logically, Kelly's next step in the consumer decision process would be to:

answer

Search for information

question

When Kelly began searching for a new car to replace her old, rusty one, she probably relied on _____________________ sources of information.

answer

Internal and External

question

When Brandon decided he needed a new car, he immediately called his old college roommate who owns a BMW dealership to ask questions about options and financing. Brandon was searching for information from:

answer

An external source

question

Peter wanted an unbiased source of information to help him decide what brand of appliances to buy for his new condominium. Peter would most likely search for information from:

answer

Consumer reports

question

Once consumers have recognized a need, they begin to search for ways to satisfy that need. The internal search is characterized by:

answer

Examining personal memories and knowledge

question

Which of the following is not one of the four factors affecting consumers search processes?

answer

Function vs psychological need

question

Ryan believes he is responsible for his actions, and he will conduct extensive searches before making a purchase. Michael's favorite phrase, when confronted by the need to make a decision, is, "Whatever." In marketing terms, Ryan is said to have a(n) ___________ and Michael, a(n) ___________.

answer

Internal locus of control; external locus of control

question

In the consumer decision process, we decide how much time and effort to expend searching for information based partly on:

answer

The degree of perceived risk associated with the product or service being considered

question

Kathy has naturally curly hair and has often been disappointed with the haircuts she has received. When she moved to a new town, she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut. She chose to spend considerable effort finding a new hair stylist based on the ____________ associated with her purchase decision

answer

Performance risk

question

How much time consumers spend searching for information depends on:

answer

The perceived benefits versus perceived costs of searching The locus of control Actual or perceived risk The type of product or service. --(answer on test: "all of the above")

question

While on vacation, Martha had her camera stolen. Not wanting to waste vacation time, Martha went out and purchased another camera just like the one that was stolen. For Martha the _________________ was low.

answer

Perceived benefit vs. perceived cost of searching was low

question

Before flying, Jaden researches the types of planes the airline uses, scans the plane for defects as it taxis up to the terminal, and follows the pilot and crew as they come through the airport. He has no experience as a pilot or airplane mechanic. Jaden probably has a misguided sense of his:

answer

Locus of control

question

Every year, before he puts his boat in the water, James has his mechanic put a new battery in the boat. James is probably concerned with ____________ risk.

answer

Performance

question

Jordana is a travel agent. Whenever she sells an expensive vacation package, she encourages the customer to buy travel insurance, which provides reimbursement in case of trip cancellation due to illness or another emergency. Jordana is trying to reduce her customers'__________ risk.

answer

Financial

question

André was afraid his condominium would look shabby to his future in-laws, so he had it painted just before their visit. André was addressing his __________ risk.

answer

Social

question

Consumers consider universal, retrieval, and evoked sets during which stage of the consumer decision process?

answer

Evaluation of alternatives

question

When Alisa decided to buy a new computer, she considered all the brands she could recall seeing advertised. This represents Alisa's _________ set.

answer

Retrieval

question

When Maya decided to buy a new computer, she thought about all the brands she could recall seeing advertised, but she would only consider those brands she could buy at her local electronics store. This represents Maya's ________ set.

answer

Evoked

question

Marketers particularly want their brands and products to be in consumers'__________ sets.

answer

Evoked

question

Elena is in the process of buying a new car. There are many possible cars to choose from, but she is focused on a few she would actually consider buying. These make up her _____________ set.

answer

Evoked

question

The Wall Street Journal provides a set of guidelines each year for readers purchasing a laptop computer. The guidelines include recommendations for hard disk capacity, memory size, battery life, and several other attributes. The Wall Street Journal is providing consumers with:

answer

Evaluative criteria

question

Determinant Attributes=

answer

product or service features that are important to buyers and that are used to differentiate among choices

question

Andrea and Karl got married a year ago and are ready to move out of their apartment and into a new home. After looking at several houses, they have developed a list of features that are important to them and that are different among the homes they have visited. The features on their list are called __________.

answer

Determinant attributes

question

Jonathan prefers shirts made with a 50-50 cotton blend, but he will sometimes buy shirts with less cotton if they are less expensive. Jonathan uses _________________ to decide which shirts to buy.

answer

Compensatory decision rule

question

Dawn flies regularly between Atlanta and Los Angeles. She almost always uses Delta Airlines and has lots of Delta Sky Miles credit (Delta's frequent flyer program). Still, she uses an online fare comparison website each time to see if a competitor has a better price or a more convenient schedule. Dawn uses __________________ to decide which airline to fly.

answer

Compensatory decision rule

question

Jubyung is buying a laptop computer to take on trips. Although he looks at several brands, he refuses to buy a computer that weighs more than five pounds. Jubyung is basing his decision on:

answer

A non-compensatory decision rule

question

Brenda always buys Sears Kenmore appliances. She believes that the Kenmore brand offers good quality and value and does not consider alternatives. Brenda uses ______ to select appliances.

answer

a decision heuristic

question

When John and Dorothy go out to dinner, they look for unusual wines on the wine list. Experience has taught them that unusual wines are often personal favorites of the restaurant owner and can offer a special experience. John and Dorothy have their own ________________ when choosing wines.

answer

Decision heuristic

question

The way a product is presented can influence the decision-making process. Along with brand and price, this is known as:

answer

A decision heuristic

question

Decision Heuristic=

answer

a shortcut to simplify the decision process

question

Many consumers correlate price with quality, thinking that the higher the price, the better the quality. For these consumers, this is a:

answer

Decision heuristic

question

Marketers are particularly interested in post-purchase behavior because it:

answer

involves actual rather than potential customers

question

Setting unrealistically high consumer expectation often leads to:

answer

Customer dissatisfaction

question

Ralph, an accident and injury attorney, wants satisfied customers but does not want to create unrealistic expectations. To avoid this potential problem, Ralph will evaluate his:

answer

Advertising Personal selling techniques Promotional efforts Promises and assurances to clients --(answer on test: "all of these")

question

Sometimes consumers have second thoughts after buying goods that are expensive, infrequently purchased, or associated with a high level of risk. This is an especially critical time for marketers, as their customers are dealing with:

answer

Buyers' remorse

question

Reginald greets his regular customers by name every morning when they come in for coffee. He offers them a taste of anything special he is cooking that day. He has a database with their birthdays, and offers them free meals on their birthdays. Reginald hopes that this attention to his "regulars" will encourage them to:

answer

Spread positive word of mouth

question

Daniel sells specialty software designed to allow small insurance companies to manage customer data and claims. Daniel knows that satisfied customers are likely to come back for software updates. To ensure that customers are satisfied after purchasing his software, Daniel should:

answer

-Create realistic expectations through his communication with customers -Carefully demonstrate the software to his customers' staff -Provide a satisfaction guarantee or return policy -Provide a hotline to answer customers' questions. --(answer on test: "all of these")

question

Jorge is running for Congress against a sharp, experienced politician, someone who is known for her debating skills and cunning wit. Jorge decides on a strategy of setting low expectations for his performance in the debate, telling reporters "Don't mis-underestimate me." Like marketers, political candidates who set expectations too low could:

answer

tarnish the voters' image of the candidate.

question

Darrell sells custom cabinets for upscale residential homes. Darrell hopes that satisfied customers will create word of mouth referrals for him. To make it more likely that his customers are satisfied, Darrell could do any of the following EXCEPT:

answer

tell customers that he has the best quality cabinets available anywhere in the country

question

Many teenagers, both male and female, have clothes they purchased in the past that they "would not be caught dead in" today. When they occasionally see those clothes hanging in the back of their closet, these teenagers probably feel:

answer

Post purchase cognitive dissonance

question

Post-purchase cognitive dissonance is especially likely for products that are:

answer

expensive, infrequently purchased, and associated with high levels of risk

question

Marketers frequently design customer relationship management programs to:

answer

Retain loyal customers

question

Marketers fear negative word of mouth because when consumers are dissatisfied, they:

answer

Often want to complain to many more people

question

Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to:

answer

Negative word of mouth and rumors

question

Maslow's Hierarchy of Needs includes physiological needs at the lowest level and self-actualization at the top. The three levels in between are:

answer

Safety, love, and esteem

question

After Sharon graduated from college, she found a steady and good-paying job, got married and began to raise a family, and began to receive recognition at work and in the community. Eventually, she began to devote more time and effort to intellectual and aesthetic pursuits. Sharon is moving up:

answer

Maslow's hierarchy of needs

question

The consumer decision process can be influenced by:

answer

A firm's marketing mix Psychological factors Social factors Situational factors. --(answer ont est: "all of these")

question

Motive=

answer

a need or want strong enough to cause the person to seek satisfaction

question

There are approximately 1 billion people living in India. Only about 200 million of these people earn more than the equivalent of $1000 per year. According to Maslow's Hierarchy, most of the other 800 million Indian consumers are primarily addressing their _____________ needs.

answer

Physiological

question

Negative attitudes are typically difficult for marketers to change because:

answer

Attitudes are learned and long lasting

question

Though he has never owned a Jaguar, Jerry thinks they are poorly made and have many mechanical problems. For Jaguar to sell Jerry a car, the company would need to change the _____________ component of Jerry's attitude.

answer

Cognitive

question

Apple computer users tend to like the company and love its products. Apple has nurtured this _____________ component of their customers' attitudes.

answer

Affective

question

__________ refer(s) to the process by which consumers select, organize, and interpret information.

answer

Perception

question

American visitors to the Indonesian island of Bali are often aghast when they see the sign for the Swastika resort. Americans associate the Swastika symbol with Nazi Germany while Indonesians associate the symbol with the four major elements on Earth. The two groups have different:

answer

Perceptions

question

Firms hope that helping consumers to learn more about a company and its products will affect consumers':

answer

Attitudes

question

Learning refers to a change in a person's thought process or behavior that arises from:

answer

Experience

question

Stuart wanted to impress Janet with the perfect engagement ring. He had been saving money for months, and he noticed his attitudes and perceptions about diamond rings changing as he began paying attention to ads for rings. Marketers call this process:

answer

Learning

question

Among the factors affecting the consumer decision-making process is/are ________, the way consumers spend their time and money to live.

answer

Lifestyle

question

Christophe bought Timberland boots because he felt they were perfect for his outdoor activities. Patrick bought the same kind of boots because he felt they were stylish, especially with the logo clearly visible. The psychological factor driving Patrick's behavior is:

answer

Lifestyle

question

Vacation, restaurant, and entertainment choices require marketers to consider which of the following social factors?

answer

Family influences

question

A consumer's external social environment includes:

answer

Family, reference groups, and culture

question

Jennifer's spending decisions are heavily influenced by her family, her peers, and the beliefs and values she was exposed to in her religious education. Jennifer's spending decisions are heavily influenced by her:

answer

External social environment

question

Natalia and her fiancée Dow are planning their wedding. She knows her mother wants her to have a traditional church wedding with a Roman Catholic priest officiating. Natalia would like to have an informal ceremony on the beach, since that type of wedding has become popular with her friends. Furthermore, Dow is from Thailand and would like to have a monk officiate. Natalia and Dow's wedding decisions are influenced by:

answer

Family, reference groups, and culture

question

Many Hollywood movie stars were among the first to buy electric and hybrid vehicles. These stars often became ___________, influencing other consumers' behavior.

answer

Reference groups

question

The shared meanings, beliefs, morals, values, and customs of a group of people constitute its:

answer

Culture

question

Beverage firms sometimes hire attractive young people to sit at fashionable bars, sipping the company's latest product offering. The firms hope these "models" will serve as a(n) _____________ and influence consumers.

answer

Reference group

question

Before going on his first business trip to China, Brad asked his Chinese-American friend to advise him on customs and values common among the Chinese businesspeople he will likely encounter. Brad is trying to avoid ___________ business blunders.

answer

Cultural

question

Where Caroline grew up, everyone knew everyone else, no one locked the doors on their house, and a person's word could be trusted. When she went to work in another part of the country, she was surprised by how few people had similar values and beliefs. Caroline had to adjust to ______________ differences.

answer

Cultural

question

The traditional marketing strategy of selling umbrellas when it is raining is an example of how __________________ factors influence consumers' decisions.

answer

Situational

question

______________________ factors often override or influence psychological and social issues influencing consumers' purchase decision.

answer

Situational

question

Store atmosphere factors such as ____________ can influence consumers' purchase decisions.

answer

Lighting Scents Music Color --(answer on test: "all of these")

question

Paula is about to open a new hardware store. She is making decisions regarding lighting, colors, and layout of merchandise. Paula knows these ________________ factors will influence consumers' purchase decisions.

answer

Store atmosphere

question

For specialty goods like Rolex watches or Ferrari automobiles, marketers often use ________________ to influence consumers' purchase decisions.

answer

Well-trained sales people

question

Jacinta manages the shoe department in a large department store. She will probably use _______________ to influence consumers' decisions while in her part of the store.

answer

Store atmospherics Promotions In-store demonstrations Salespeople --(answer on test: "all of these")

question

Steve wasn't sure what kind of salsa he wanted to get for his upcoming Superbowl party. It seemed like there were dozens of varieties to choose from. He noticed that he could sample a few at a station in the store. He tried four, rejected two and bought several jars of the two he really liked. He also ended up buying a different--and more expensive--kind of tortilla chip after tasting it. Marketers identify this as a success story of:

answer

In-store demonstrations

question

Brenda was planning a small dinner party, and had gone to a new specialty food store with coupons she'd found in the Food section of the paper. At the store she also found a "buy one, get one free" deal, and a free gift offered with the purchase of a particular dessert. She altered the menu as a result of the _____________ and ended up spending less than she'd planned.

answer

In-store promotion

question

Many states have laws regulating the prices businesses charge during emergencies like hurricanes. These laws are designed to protect consumers whose ______________ state may impair their ability to make sound purchase decisions.

answer

Temporal

question

There is an old saying, "Never go to the grocery store hungry." This saying suggests that a consumer's _________________ state may adversely affect purchasing decisions.

answer

Temporal

question

The consumer's level of involvement can lead to two types of decision-making processes: _________ and ___________.

answer

Extended problem solving; Limited problem solving

question

Consumers use and process different aspects of advertising or messages. _______________ yields greater attention and deeper processing, and leads to strong attitudes and purchase intentions. A. An external locus of control

answer

High involvement

question

Thanh has to decide which college to attend. This is the most important, riskiest and more expensive decision she has ever made. She will be engaged in:

answer

Extended problem solving

question

Limited problem solving usually relies on:

answer

Past experience more than external information

question

Last semester, Henri bought his textbooks over the Internet and saved a considerable amount of money. Classes start in a few days, and he needs to decide right away how and where to purchase his books. Henri will engage in ___________________________ process

answer

Limited problem solving

question

Most "big box" retailers regularly move products from one aisle to another. They also put personal care products in the pharmacy area, many aisles away from the grocery products. They do this because consumers who spend more time walking through the store are likely to make:

answer

Impulse purchases

question

Marketers love consumers who engage in _________________, buying their company's product with little thought or consideration of alternatives.

answer

Habitual decision making

question

To attract and maintain habitual purchasers, marketers spend considerable effort:

answer

Creating strong brands and store loyalty

question

For which of the following purchases would consumers most likely engage in limited problem solving?

answer

College courses

question

The three components of an attitude are:

answer

Cognitive Affective Behavioral

question

Alex decides to join an organization that raises funds for research into autism. Which component of Alex's attitude toward autism research does this represent?

answer

Behavioral component

question

An online retailer needs to be able to measure how well they convert purchase intentions into actual purchases. This is known as the:

answer

Conversion rate

question

Zappos.com constantly reminds customers of recently viewed items and informs them when stock is low in effort to entice the customer to make a purchase. Zappos is trying to improve its:

answer

Conversion rate

question

Tomas, a bank employee, doesn't feel that his co-workers accept him. He decides to dress more casually, as they do, hoping to be accepted. Which level of Maslow's Hierarchy of Needs is Tomas trying to work on?

answer

Love needs

question

There are five types of risks associated with purchase decisions. Which of the following best describes a situation where your new car stalls in the middle of a busy intersection?

answer

Physiological risk

question

Barak is considering buying a hybrid car, but he's not sure that he believes the gas mileage estimates. Barak is concerned about:

answer

Performance risk

question

A home security company will advertise the need for home surveillance products to appeal to which level of Maslow's Hierarchy of Needs?

answer

Safety

question

Joanna lives according to her own rules, unconcerned about designer labels, brand names and luxury items. Joanna is at what level in Maslow's Hierarchy of Needs?

answer

Self-actualization

question

Fashion designers have realized that plus size consumers have significant buying power. Which of the following best describes the course of action fashion designers should take to capture this market?

answer

Identifying, understanding, and carefully considering the demands of larger shoppers

question

Some websites provide friend-based merchandising, which means that customers "bring" their friends to the e-retailer so they can shop together. Which of the influences on the consumer buying process does this represent?

answer

Social

question

__________ are the three types of attribute sets

answer

Universale, retrieval, and revoked

STUDY

Buying Center Develop New Products Extended Problem Solving Habitual Decision Making Limited Problem Solving Marketing Principles Of Marketing

Chapter 7 B2B Marketing – Flashcards 63 terms

Jonathan Walsh

63 terms

Preview

Chapter 7 B2B Marketing – Flashcards

question

The Northwoods University IT department is planning to buy additional computers for the computer lab. Pedro Bechara, manager of the lab, is asked for a recommendation, and he suggests buying Macintosh computers instead of Windows PCs. What role does Pedro play in the buying center? Select one: a. initiator b. buyer c. influencer d. decider e. gatekeeper

answer

c. influencer

question

Most B2B buying situations can be categorized as new buys, modified rebuys, and Select one: a. minor buys. b. adapted buys. c. generic buys. d. straight rebuys. e. ordinary rebuys.

answer

d. straight rebuys.

question

Which step in the buying process is most likely to happen in a straight rebuy situation? Select one: a. supplier selection b. need recognition c. product specification d. proposal analysis e. RFP process

answer

b. need recognition

question

Yvonne uses her customer relationship management (CRM) system to predict when her business customers will need more of her company's packaging materials. When she thinks a customer should be ready to make another order, she contacts it. Yvonne is using CRM to encourage customers to engage in aNo Select one: a. straight rebuy. b. new buy. c. modified rebuy. d. adapted buy. e. generic buy.

answer

a. straight rebuy.

question

Raycom Construction needs heavy-duty equipment to install a new pipeline in northern Alaska. Raycom's engineers have been asked to provide detailed specifications and recommendations for the equipment needed. The Raycom engineers will primarily play the __________ role in the company's buying center. Select one: a. user b. gatekeeper c. influencer d. buyer e. initiator

answer

c. influencer

question

B2B buying decisions are often made by Select one: a. resellers. b. influencers. c. committees. d. consumers. e. governors.

answer

c. committees.

question

Linkedin is mainly used for ________ in the B2B marketplace. Select one: a. requests for proposals b. vendor evaluation c. competitive analysis d. professional networking e. communication with customers

answer

d. professional networking

question

If a B2B customer is satisfied with an existing supplier, it will probably engage in a __________ to purchase additional quantities of the item. Select one: a. straight rebuy b. modified rebuy c. new buy d. adapted buy e. generic buy

answer

a. straight rebuy

question

Derek bought a pickup truck to transport his equipment to fishing tournaments. He also bought a trailer for his lawn maintenance business. His purchases were Select one: a. B2B and B2C, respectively. b. both B2C purchases since he is the user in both situations. c. both B2B purchases since he is the user in both situations. d. B2C and B2B, respectively. e. neither B2C nor B2B since he is the consumer and his uses might be mixed.

answer

d. B2C and B2B, respectively.

question

An organization's culture reflects the __________ that guide(s) its employees' behavior. Select one: a. RFP process b. derived set of influences c. B2C dynamics d. set of values, traditions, and customs e. buying center philosophy

answer

d. set of values, traditions, and customs

question

The local skydiving team is buying new parachutes. The team's coach has invited all team members to make recommendations, after which he will select the successful vendor. The skydiving team's buying center has aNo __________ organizational culture. Select one: a. bureaucratic b. democratic c. autocratic d. consensus e. consultative

answer

e. consultative

question

When reviewing her firm's business buying process, Carla noticed a company requirement that it must have at least three qualified bids from suppliers for any purchase over $50,000. This requirement is designed to Select one: a. minimize competitive pressure. b. efficiently organize resellers. c. slow down the purchase process. d. encourage the bidders to offer their best terms. e. foster democratic buying centers.

answer

d. encourage the bidders to offer their best terms.

question

In established businesses, a large proportion of B2B purchases fall into the __________ category. Select one: a. adapted buy b. straight rebuy c. generic buy d. modified rebuy e. new buy

answer

b. straight rebuy

question

For B2B salespeople, usually the easiest sale is aNo __________ situation. Select one: a. straight rebuy b. new buy c. modified rebuy d. adapted buy e. generic buy

answer

a. straight rebuy

question

Many health insurance policies require patients to call and get preapproval for tests or procedures. The health insurance company acts as a __________ for the purchase of these medical services. Select one: a. decider b. user c. initiator d. gatekeeper e. influencer

answer

d. gatekeeper

question

To maximize efficiency, farmers send their eggs to a __________ who handles sales and shipments to supermarkets. Select one: a. distributor b. contractor c. trafficker d. fabricator e. manufacturer

answer

a. distributor

question

While consumers evaluate their decisions and sometimes experience postpurchase dissonance, business buyers Select one: a. file lawsuits. b. conduct vendor analysis. c. remain dissatisfied. d. prepare RFPs. e. evaluate organizational culture.

answer

b. conduct vendor analysis.

question

Compared to the B2C process, the information search and alternative evaluation steps in the B2B process are Select one: a. identical. b. less focused on customer value creation. c. more formal and structured. d. decentralized. e. based on derived supply analysis.

answer

c. more formal and structured.

question

When Val sees the RFP issued by one of his customers, he is concerned that the company has changed its specifications since it placed a previous order with him. His company's products do not meet the new specifications. In this situation, being the current vendor Select one: a. will probably not be an advantage in getting the new order. b. offsets a consensus buying center culture. c. allows for a straight rebuy. d. will necessitate renegotiating price and delivery terms. e. will allow Val to get the order even though his products do not meet the specifications.

answer

a. will probably not be an advantage in getting the new order.

question

Fordham3 Hardware is known for its consensus buying center culture. Recognizing this corporate culture, someone attempting to sell to Fordham3 Hardware should Select one: a. attempt to get one friend on the committee to support his products. b. focus on providing information to and making the sales approach to the one decision maker. c. address the concerns of all members of the buying center with particular attention to the decision maker. d. focus exclusively on the head of the buying center. e. attempt to facilitate the collective agreement of all members of the buying center.

answer

e. attempt to facilitate the collective agreement of all members of the buying center.

question

Melanie is the director of human resources for a small manufacturing firm. She has a strong personal interest in technology, and is known throughout the firm as one of the first to hear about and use new kinds of communications technologies. If the firm decides to upgrade its network, Melanie will probably function in what role in the firm's buying center? Select one: a. Decider b. Influencer c. Initiator d. Gatekeeper e. Leader

answer

b. Influencer

question

The chair of the board of the local Humane Society chose the bank where the organization keeps its money; however, the office manager is the primary person who makes deposits, writes checks, and balances the account every month. The office manager is the __________ in the buying center for the bank account. Select one: a. influencer b. user c. initiator d. decider e. gatekeeper

answer

b. user

question

Kim is the sales representative for a major textbook publisher. When she calls on the business faculty at General University, her first stop is to chat with Frank, the business department secretary. From Frank, Kim learns which professors have left the university or are newly arrived. Frank also helps Kim to make appointments to see professors to discuss textbook choices. Frank acts as the __________ in the business department buying center. Select one: a. user b. influencer c. gatekeeper d. buyer e. initiator

answer

c. gatekeeper

question

At the main campus of a large university, faculty always refer to each other as doctor, wear suits, and guard their academic domains against each other. This leads to frequent name-calling and strenuous debates. Meanwhile, at the various branch campuses, faculty members call each other by their first names, dress casually, and support each other's scholarly efforts. This example illustrates the differences in __________ that can exist within an organization. Select one: a. autocratic buying center culture b. organizational culture c. supply chain communication d. business missions e. corporate social responsibility

answer

b. organizational culture

question

The __________ situation usually involves more members of a buying center and involves more time to complete than the other buying situations. Select one: a. generic buy b. adapted buy c. modified rebuy d. new buy e. straight rebuy

answer

d. new buy

question

Judy knows it is important to approach business buyers at the right time, which is often during the first stage of their buying process. She stays in touch with her customers, hoping to find out when they are going through Select one: a. need recognition. b. product specification. c. vendor negotiation and selection. d. proposal analysis. e. the RFP process.

answer

a. need recognition.

question

A __________ situation in B2B marketing is similar to limited problem solving in the B2C process. Select one: a. straight rebuy b. new buy c. generic buy d. adapted buy e. modified rebuy

answer

e. modified rebuy

question

After posting an RFP for telecommunications equipment, USF Corporation received six proposals from qualified vendors. Next, USF will Select one: a. give one vendor a purchase order. b. evaluate the proposals and narrow the choice to a few suppliers. c. recognize obstacles that must be circumvented. d. conduct vendor analysis.

answer

b. evaluate the proposals and narrow the choice to a few suppliers.

question

In a modified rebuy situation, __________ are likely to have an advantage in getting the order. Select one: a. consumers b. current vendors c. gatekeepers d. buying centers e. resellers

answer

b. current vendors

question

When Goodwish Marketing decided to upgrade its network, many people were involved in the decision. In B2B buying systems, decisions are often made Select one: a. by a committee after considerable deliberation. b. by a single expert. c. at auction sites. d. through community debating organizations. e. quickly.

answer

a. by a committee after considerable deliberation.

question

A wholesaler is an example of a Select one: a. merchandiser. b. manufacturer. c. retailer. d. reseller. e. reference group.

answer

d. reseller.

question

Phil put down the phone and told Alice, "I just love that customer. I got another big order, and they just keep on coming." Phil is likely selling to a firm in what kind of buying situation? Select one: a. new buy b. straight rebuy c. generic buy d. modified rebuy e. adapted buy

answer

b. straight rebuy

question

Hinsdale High School has recently decided to sponsor a rugby team. It is in the process of considering where to buy the uniforms. This is a ________ situation. Select one: a. straight new buy b. straight rebuy c. modified rebuy d. new buy e. modified new buy

answer

d. new buy

question

Business-to-business marketing involves buying and selling goods or services by all of the following EXCEPT Select one: a. wholesalers. b. consumers. c. producers. d. manufacturers. e. retailers.

answer

b. consumers.

question

Manitoba University is buying a distance learning system. Previously, the school had no distance learning technology. For Manitoba University this represents aNo __________ situation. Select one: a. modified rebuy b. new buy c. generic buy d. adapted buy e. straight rebuy

answer

b. new buy

question

The buying decision is likely to be most complex and take longest to complete in aNo __________ B2B buying situation. Select one: a. adapted buy b. new buy c. straight rebuy d. modified rebuy e. generic buy

answer

b. new buy

question

The three types of buying situations Select one: a. are theoretical and have little relation to what happens in the real world. b. suggest that B2B sellers should develop one marketing mix to use for all situations. c. create confusion among B2B sellers. d. require business sellers to be consistent in their marketing mixes. e. call for different marketing and selling strategies.

answer

e. call for different marketing and selling strategies.

question

CA Technologies, a firm providing software and services to information technology departments, maintains a corporate blog. How can this blog help CA Technologies with B2B marketing? Select one: a. by simplifying vendor performance assessment b. by matching buyers' requests and sellers' offers c. as a place to post responses to RFPs d. by streamlining purchasing and distribution e. by building brand awareness among potential customers

answer

e. by building brand awareness among potential customers

question

Sales of electric components manufactured by Rick's company depend on sales of new cars. Rick's company faces __________ demand. Select one: a. synthetic b. derived c. contrived d. situational e. monopolistic

answer

b. derived

question

Frequently a B2B buyer will post its RFP Select one: a. in the employee human resources office. b. in the legal section of a local newspaper. c. on its website. d. in Commerce Business Daily. e. on Linkedin.

answer

c. on its website.

question

What type of B2B organization is a retail store such as T.J. Maxx? Select one: a. reseller b. institution c. government d. manufacturer e. Internet

answer

a. reseller

question

During the RFP stage, B2B buyers Select one: a. revise their need recognition analysis. b. proceed to vendor analysis. c. invite suppliers to bid on supplying what is requested. d. recognize obstacles that the firm must work around. e. negotiate contract terms.

answer

c. invite suppliers to bid on supplying what is requested.

question

Normally, BC bottling company attaches plastic labels to its bottles. However, a new company is launching a product that requires the use of fabric labels. To use this latest innovation, BC bottling company must now source these fabric labels from another company. This is an example of Select one: a. vendor analysis. b. an RFP. c. a modified rebuy situation. d. a straight rebuy situation. e. need recognition.

answer

e. need recognition.

question

Malcolm buys overrun clothing from factories around the South. He sells the clothes to discount retailers. Malcolm is a Select one: a. manufacturer. b. consumer. c. reseller. d. producer. e. factory agent.

answer

c. reseller.

question

While training for her new job as a pharmaceutical sales representative, Mallory spent several days shadowing an experienced company rep. She watched the rep focusing on the benefits of the new drugs while not volunteering pricing information, side effects, or comparison data. Mallory assumed that this reflected part of the pharmaceutical firm's Select one: a. buying center. b. mission statement. c. corporate social responsibility. d. RFP process. e. culture.

answer

question

Charlie is hoping to get a chance to bid on supplying key components to Ned's business. He is eager to move forward, but he must wait until Select one: a. Ned's buying center has an opening. b. Ned develops a list of product specifications. c. Ned completes the order specification process. d. Ned agrees to move Charlie's firm from the evoked set to the retrieval set. e. Ned completes vendor negotiations.

answer

question

Paula has developed a successful business selling appliances to homebuilders. She carefully monitors the issuance of new home permits to anticipate how many appliances she will need to buy to supply her customers. Paula is concerned with __________ demand. Select one: a. delayed b. rebuy c. modified d. secondary e. derived

answer

question

Bob Roberts founded Robertico, an equipment leasing company, three decades ago. Although he is now in his seventies, he still has a "hands-on" management style. His employees have learned that there isn't much point in making purchase recommendations for new equipment, because Bob is going to choose whatever he thinks is best regardless of their views. Robertico has aNo __________ buying center culture. Select one: a. bureaucratic b. democratic c. consultative d. autocratic e. consensus

answer

question

After Hurricane Katrina, many states reevaluated their coastal area building requirements. These new building codes represented __________ that building materials companies used to develop new products. Select one: a. determinant products b. initiator instructions c. derived demand d. focal alternatives e. product specifications

answer

question

Olga is the sales rep for ATV Communication Systems. She wants to bid on the RFP issued by Manitoba University for distance learning technology. She knows she will need to provide considerable information and demonstrations of her firm's technology because Manitoba University is in a new buy situation and does not have Select one: a. the money to afford it. b. any students who might be interested in distance learning. c. anyone interested in the technology. d. any experience with the product it wishes to purchase. e. any derived demand for the system.

answer

question

When Walmart considers reordering items for its stores, its buyers are instructed to negotiate price concessions, quality improvements, and/or added options. In this situation, Walmart buyers are engaged in aNo __________ situation. Select one: a. generic buy b. adapted buy c. modified rebuy d. straight rebuy e. new buy

answer

question

Kim is the sales representative for a major textbook publisher. When she calls on the business faculty at General University, she also tries to meet with several students to get their feedback on textbooks. She passes this feedback to her managers to guide the development of the publisher's future textbooks. The students are the __________ in the buying center. Select one: a. influencers b. initiators c. users d. gatekeepers e. deciders

answer

question

In most countries, __________ is one of the largest purchasers of goods and services. Select one: a. a consumer buying center b. the national airline c. the central government d. the intelligence agency e. the largest retailer

answer

question

The president of the Northwoods University student body made a formal request to the IT department for additional computers in the main computer lab. The student body president is the __________ in the buying center. Select one: a. gatekeeper b. gateway c. buyer d. decider e. initiator

answer

question

Firms typically repurchase office supplies (paper, ink cartridges, pens, etc.) through straight rebuys on their supplier's website. Should an office supplies sales rep stay in close touch with his/her current customers, and why or why not? Select one: a. Yes; straight rebuys require a lot of the sales rep's assistance. b. Yes; history has shown that online reordering can't be trusted. c. Yes; the sales rep might learn about a new opportunity in the need recognition stage. d. No; the sales rep should be looking for new customers instead. e. No; this is a waste of time since straight rebuys are straightforward and easy to handle.

answer

question

Kimberly has just learned that Caribou Coffee is looking for a new source of commercial-grade coffee makers, one of the products she sells. She knows Caribou has been in business for many years, but she has not been able to get any business from them. When developing her marketing strategy, Kimberly will probably assume that this represents a __________ situation for Caribou Coffee, and she will want to find out why Caribou is considering alternatives. Select one: a. modified rebuy b. generic buy c. new buy d. adapted buy e. straight rebuy

answer

question

In most large organizations, several people are responsible for making a purchase decision. This group is called the Select one: a. derived demand cohort. b. buying center. c. reselling team. d. decider group. e. expediters.

answer

question

When a business customer engages in a straight rebuy, the member of the buying center most likely to be involved in the purchase is the Select one: a. user. b. decider. Incorrect c. influencer. d. initiator. e. buyer.

answer

question

Hospitals, schools, and religious organizations are examples of __________ buyers. Select one: a. manufacturing b. institutional c. retail d. reseller e. factory agent

answer

question

Which of the following details is/are included in the order specification stage of the B2B buying process? Select one: a. prices and delivery dates b. bids for supplying the required components or parts c. vendor selection d. the RFP e. vendor performance assessment

answer

question

The buying center for USF Corporation is in the process of discussing price, quality, and delivery schedules with potential suppliers. They are in the __________ stage of the business-to-business buying process. Select one: a. product specification b. vendor performance assessment c. vendor negotiation d. need recognition e. RFP

answer

question

As purchasing manager for Avalon Electronics, Carrie is required to submit a vendor performance analysis every three months. To meet this requirement, Carrie will probably Select one: a. develop an RFP for vendor analysis. b. recruit new suppliers. c. use a modified rebuy vendor form. d. interview vendors and seek their feedback. e. specify and weight performance factors and score the vendors.

answer

question

After need recognition, a business develops __________ that suppliers might use to develop their proposals. Select one: a. initiator instructions b. product specifications c. derived demand d. focal alternatives e. determinant attributes

answer

STUDY

Consumer Psychology Extended Problem Solving Habitual Decision Making Limited Problem Solving Marketing Principles Of Marketing

Marketing 474 Chapter 4 Vocab – Flashcards 15 terms

Mya Day

15 terms

Preview

Marketing 474 Chapter 4 Vocab – Flashcards

question

What is a reference group?

answer

one or more group people whom a person uses as a basis of comparison for his or her beliefs, feelings, and behaviors

question

What is retailer loyalty?

answer

customers like and habitually visit the same retailer to purchase a type of merchandise

question

What is retail market segment?

answer

a group of customers whose needs will be satisfied by the same retail offering because they have similar needs and go through similar buying processes

question

What is satisfaction?

answer

a postconsumption evaluation of the degree to which a store or product meets or exceeds customer expectations

question

What is social risk?

answer

the risk customers perceive when they believe purchasing a product or service will affect how other regard them

question

What is store advocate?

answer

customers who like a store so much that they actively share their positive experiences with friends and family

question

What is subculture?

answer

a theory of how fashion spreads that suggests that subcultures of mostly young and less affluent consumers such as motorcycles riders and urban rappers, have started fashions for such things as colorful fabrics, t-shirts, sneakers, jeans, black leather jackets, and surplus military clothing

question

What is substantial?

answer

in relation to a market, one that offers enough profits to support retailing mix activities

question

What is trend setter?

answer

initial customer adopters of a new fashion

question

What is trialability?

answer

the costs and commitment required to initially adopt a fashion

question

What is trickle down theory?

answer

a theory of how fashion spreads that suggests that the fashion leaders are consumers with the highest social status-wealthy, well educated consumers, after they adopt a fashion the fashion trickles down to consumers in lower social classes, when the fashion is accepted in the lowest social class, it is no longer acceptable to the fashion leaders in the highest social class

question

What is unplanned purchasing?

answer

an impulsive purchase that customers make on the spot, after seeing the merchandise briefly

question

What is unsatisfied need?

answer

the condition that arises when a customers desired level of satisfaction differs from his or her current level of satisfaction

question

What is utilitarian needs?

answer

needs motivating consumers to go shopping to accomplish a specific task

question

What is VALS?

answer

a tool used to categorize customers into eight lifestyle segments, based on responses to surveys conducted by SRI consulting business intelligence

STUDY

Consumer Decision Making Process Consumer Psychology Extended Problem Solving Marketing Principles Of Marketing Sports Marketing

Flashcards and Answers – MKTG Exam 2 226 terms

Julie Noel

226 terms

Preview

Flashcards and Answers – MKTG Exam 2

question

Chapter 5 Consumer Behavior: How and Why We Buy 1) When using ________, a consumer exerts little effort in making a purchase decision. A) habitual decision making B) extended problem solving C) independent heuristic rating D) dependent heuristic rating E) limited problem solving

answer

habitual decision making

question

2) A consumer purchase decision made with a great deal of consumer exertion is a type of ________. A) habitual decision making B) extended problem solving C) independent heuristic rating D) dependent heuristic rating E) limited problem solving

answer

extended problem solving

question

3) The greater the ________ of a purchase, the higher the consumer's level of involvement will be. A) perceived risk B) cognitive dissonance C) psychographics D) heuristics E) targeting

answer

perceived risk

question

4) A consumer who is considering purchasing a house would probably use ________. A) habitual decision making B) stimulus generalization C) operant decision making D) limited problem solving E) extended problem solving

answer

extended problem solving

question

5) How does habitual decision making differ from extended problem solving? A) Extended problem solving uses behavioral learning, while habitual decision making relies upon cognitive learning. B) Consumers engaged in extended problem solving perceive less risk than consumers involved in habitual decision making. C) The level of involvement for habitual decision making is lower than it is for extended problem solving. D) Habitual decision making involves significant cognitive dissonance, while extended problem solving rarely involves cognitive dissonance. E) Consumers who are seeking to develop their loyalty to a brand would be more likely to make habitual decisions than use extended problem solving.

answer

The level of involvement for habitual decision making is lower than it is for extended problem solving.

question

6) ________ is the step of the decision-making process in which the consumer checks her memory and surveys the environment to identify what options might solve her problem. A) Product evaluation B) Behavioral targeting C) Problem recognition D) Problem screening E) Information search

answer

Information search

question

7) A consumer who is armed with information and is narrowing down his choices and comparing the pros and cons of each remaining option is in the ________ step of the consumer decision-making process. A) problem recognition B) information search C) evaluation of alternatives D) product choice E) postpurchase evaluation

answer

evaluation of alternatives

question

8) Consumer satisfaction/dissatisfaction is part of the ________ step of the consumer decision-making process. A) problem recognition B) information search C) evaluation of alternatives D) product choice E) postpurchase evaluation

answer

postpurchase evaluation

question

9) When a customer feels regret after purchasing a product, she is experiencing ________. A) psychography B) a heuristic C) an operant reaction D) cognitive dissonance E) a conditioned response

answer

cognitive dissonance

question

10) Exposure, attention, and interpretation are the three components that affect an individual's process of ________. A) psychographics B) dissonance C) affect D) status E) perception

answer

perception

question

11) Which of the following refers to the extent to which a person's sensory receptors are capable of registering a stimulus? A) cognition B) attention C) affect D) interpretation E) exposure

answer

exposure

question

12) Which of the following refers to the extent to which a person devotes mental-processing activity to a particular stimulus? A) cognition B) attention C) affect D) interpretation E) exposure

answer

attention

question

13) ________ is an internal state that drives consumers to satisfy needs. A) Motivation B) Interpretation C) Learning D) Affect E) Conditioning

answer

Motivation

question

14) Maslow's theory is that ________ can be arranged in a hierarchy. A) stimuli B) beliefs and attitudes C) perceptions D) human needs E) decisions

answer

human needs

question

15) Which of the following is the highest level of needs on Maslow's hierarchy of needs? A) social needs B) ego needs C) physiological needs D) self-actualization needs E) belongingness needs

answer

self-actualization needs

question

16) A person's attitude has three components. They are ________. A) affect, cognition, and behavior B) psychological, physiological, and situational C) situation, emotion, and environment D) cognitive, operant, and situational E) ritual, cultural, and referential

answer

affect, cognition, and behavior

question

17) ________ is the feeling component of attitudes. A) Affect B) Cognition C) Behavior D) Motivation E) Personality

answer

Affect

question

18) ________ is the knowing component of attitudes. It is the beliefs or knowledge a person has about a product and its important characteristics. A) Affect B) Cognition C) Behavior D) Motivation E) Personality

answer

Cognition

question

19) AIO stands for ________. A) activities, interests, and opinions B) abilities, interests, and opinions C) activities, interests, and organization memberships D) abilities, income, and opinions E) activities, income, and opinions

answer

activities, interests, and opinions

question

20) ________ is made up of the values, beliefs, customs, and tastes produced or practiced by a group of people. A) The family life cycle B) Culture C) Lifestyle D) Psychographic data E) Social class

answer

Culture

question

21) Which of the following is a social movement growing out of the increasing concern that our consumption behaviors are negatively affecting the physical environment? A) behavioral targeting B) green marketing C) greenwashing D) consumerism E) environmentalism

answer

environmentalism

question

22) ________ is the overall rank of people in a society. A) The family life cycle B) Mass-class C) Subculture D) Microculture E) Social class

answer

Social class

question

23) There are people who have similar income and education levels, and often share tastes in clothing, decorating styles, and leisure activities. These people also share many political and religious beliefs as well as ideas regarding valued activities and goals. These people could all be categorized as being in the same ________. A) family life cycle B) social class C) regional group D) operant conditioning set E) microculture

answer

social class

question

24) ________ often influence others' attitudes or behaviors because others perceive them as possessing expertise about a product. A) Opinion leaders B) Status symbols C) Heuristics D) Reference groups E) Social classes

answer

Opinion leaders

question

Chapter 6 Business-to-Business Markets: How and Why Organizations Buy 1) ________ is the marketing of goods and services that businesses and other organizations buy for purposes other than personal consumption. A) Business-to-business marketing B) Just in time (JIT) marketing C) Single sourcing D) Retailing E) Outsourcing

answer

Business-to-business marketing

question

2) Business-to-business markets do NOT include ________. A) manufacturers B) wholesalers C) end consumers D) retailers E) government agencies e.g. a pair of Seven jeans from Nordstrom, how did they get there?

answer

end consumers

question

3) Business-to-business marketing differs from consumer marketing in that business-to-business marketing ________. A) is targeted at many individual and household customers B) relies upon frequent impulse purchases C) emphasizes advertising more than any other element of the promotion mix D) typically involves competitive bidding and price negotiations E) usually has one person involved in purchase decisions

answer

typically involves competitive bidding and price negotiations

question

3) Organizational markets differ from consumer markets in that organizational markets ________. A) have a high number of purchases that are low risk and low cost B) have derived demand C) are not geographically concentrated-(think Silicon Valley, Seattle) D) have a single individual in the role of decision maker E) involve more frequent purchases

answer

have derived demand

question

4) Which of the following statements about organizational markets is true? A) The average purchase size in organizational markets is much smaller than the average purchase size in the consumer market. B) Demand for products in the organizational market is derived from demand for consumer products. C) Most demand for organizational markets is fixed. (vs. fluctuating) D) Organizational marketers have a broad customer base and a large number of buyers. E) Joint demand is not a factor. (Joint Demand- the demand for two or more goods that are used together to create a product- Porsche needs tires, batteries, etc to make a model)

answer

Demand for products in the organizational market is derived from demand for consumer products.

question

5) Many B2B marketers can take advantage of the ________ of business customers, focusing their sale efforts and perhaps even locating their distribution centers in a single region. A) geographic concentration B) mass media consumption C) multiple requirements D) fluctuating demand E) organizational changes

answer

geographic concentration

question

6) Most demand for business-to-business products is ________. A) derived, inelastic, fluctuating, and joint B) derived, elastic, fixed, and joint C) derived, inelastic, static, and dependent on the macroenvironment D) independent of all consumer market influences E) competitive, derived, fluctuating, and elastic

answer

derived, inelastic, fluctuating, and joint

question

7) Demand in B2B markets is mostly ________ because what a firm sells is often just one of the many parts or materials that go into producing the consumer product. A) elastic B) static C) fixed D) inelastic E) fluctuating

answer

inelastic

question

8) One year many customers' machinery wears out and needs to be replaced. The following year no customers need new machinery. This is an example of ________ demand. A) inelastic B) fluctuating C) elastic D) consumer E) static

answer

fluctuating

question

9) ________ occurs when two or more goods are necessary to create a product. A) Inelastic demand B) Fluctuating demand C) Joint demand D) Elastic demand E) Economic demand

answer

Joint demand

question

10) ________ do not actually produce goods, but they do provide their customers with the time, place, and possession utility by making goods available when and where consumers want them. A) Resellers B) End users C) Not-for-profit organizations D) Producers E) Buying centers

answer

Resellers

question

11) Which of the following statements does NOT apply to the North American Industry Classification System (NAICS)? A) NAICS is a numerical coding of industries developed by NAFTA countries. B) NAICS can be used by firms to assess potential markets. C) NAICS replaced the Standard Industrial Classification (SIC) system. D) NAICS can be used to find new customers. E) NAICS is a consumer buying directory for North America.

answer

NAICS is a consumer buying directory for North America.

question

12) Many companies maintain ________, which are internal corporate computer networks that use Internet technology to link company departments, employees, and databases. A) Web sites B) search engines C) extranets D) intranets E) private exchanges

answer

intranets

question

13) An intranet would NOT be used for which of the following? A) videoconferencing B) communicating with geographically dispersed branches of an organization C) training employees D) distributing internal documents E) communicating with the supplier network

answer

communicating with the supplier network

question

14) A(n) ________ can be especially useful for companies that need to have secure communications with their dealers, distributors, and/or franchisees. A) intranet B) social networking site C) extranet D) virtual trade show E) buying center

answer

extranet

question

15) Prudential Health Care's ________ allows its corporate customers to enroll new employees and check eligibility and claim status themselves. A) private exchange B) extranet C) intranet D) professional network E) reciprocity arrangement

answer

extranet

question

16) A(n) ________ is a system that links invited groups of suppliers and partners over the Web, allowing companies to collaborate with suppliers they trust without having to share sensitive information with others. A) corporate Web site B) search engine C) intranet D) private exchange E) professional network

answer

private exchange

question

17) Both B2C and B2B e-commerce companies are making sure that only authorized individuals are allowed to access a site and place an order. These companies are concerned with ________. A) single sourcing B) straight rebuys C) security issues D) private exchanges E) search engines

answer

security issues

question

18) ________ means scrambling a message so that only another individual or computer with the right "key" for deciphering it can unscramble it. A) Back-translation B) Encryption C) Authentication D) Reverse encoding E) Sniffing

answer

Encryption

question

19) According to research, social media channels are most effective to reach and engage business prospects at ________. A) large government buying centers B) large multinational companies C) independent producers D) small not-for-profits E) mid-to-large-size companies

answer

mid-to-large-size companies

question

20) A(n) ________ identifies the degree of effort required of the firm's personnel to collect information and make a purchase decision. A) needs hierarchy B) purchase continuum C) buy class framework D) buying center continuum E) need-response framework

answer

buy class framework

question

21) Straight rebuys ________. A) are the most complex of purchase types because they require customer relationship management B) are more complex than new-task buys C) often involve products with low risks D) involve recruiting new vendors E) are the B2B version of comparison shopping in the consumer market

answer

often involve products with low risks

question

22) A modified rebuy ________. A) requires more time and effort than straight rebuys B) is the B2B version an impulse purchase in the consumer market C) requires more time and effort than new-task buying D) occurs whenever a company reorders a product from an original supplier E) involves only one role in the buying center

answer

requires more time and effort than straight rebuys

question

23) A new-task buy ________. A) requires less time and effort than a modified rebuy B) cannot be used if the buyer uses single sourcing C) is characterized by uncertainty and high risk D) is similar to routine decision making in the consumer market E) begins with a SWOT analysis

answer

is characterized by uncertainty and high risk

question

24) The group of people in the organization who participate in the purchase decision-making process is referred to as the ________. A) buyer institution B) resource center C) buying center D) purchasing hierarchy E) purchasing office

answer

buying center

question

25) Which of the following statements about buying centers is true? A) The buying center is like a standing committee. B) The buying center roles are specified on the organizational chart. C) The most commonly found buying center has six employees, one to assume each of the buying center's roles. D) An individual's role in the buying center does not change. E) The members of a buying center typically participate in a cross-functional team.

answer

The members of a buying center typically participate in a cross-functional team.

question

26) The ________ is the member of the buying center who controls the flow of information to other members. A) initiator B) gatekeeper C) decider D) user E) influencer

answer

gatekeeper

question

27) The ________ is the member of the buying center who makes the final decision. A) buyer B) gatekeeper C) decider D) user E) influencer

answer

decider

question

28) Which member of the buying center typically has the most power? A) buyer B) gatekeeper C) decider D) initiator E) influencer

answer

decider

question

29) The ________ is the member of the buying center whose primary function is handling the details of the transaction. A) buyer B) gatekeeper C) decider D) initiator E) influencer

answer

buyer

question

30) The first step in the business buying decision process is ________. A) recognize the problem B) current vendor analysis C) search for information D) select the supplier E) evaluate the alternatives

answer

recognize the problem

question

31) When a business needs to make a complex purchase, it is most likely to form a buying center during the ________ stage of the business buying decision process. A) problem recognition B) vendor analysis C) information search D) supplier selection E) alternative evaluation

answer

problem recognition

question

32) During the ________ stage of the business buying decision process, the buying center assesses the proposals. A) obtain written or verbal bids B) alternative evaluation C) product selection D) information search E) problem recognition

answer

alternative evaluation

question

33) Which of the following statements about the product and supplier selection stage of the business buying decision process is true? A) Price is the only factor businesses consider before making a purchase decision. B) Even companies that have adopted a total quality management approach consider price to be the most important determinant of who to buy from. C) Before making a purchase decision, many businesses consider quality, reliability, durability, and after-the-sale service, as well as price. D) Because after-the-sale service is a negotiation point, it is not considered at this stage of the business buying decision process. E) Price and warranty are the only two factors businesses consider before making a purchase decision.

answer

Before making a purchase decision, many businesses consider quality, reliability, durability, and after-the-sale service, as well as price.

question

34) Which of the following is an advantage of using single sourcing? A) Suppliers are more likely to remain cost-competitive. B) Buyers are less reliant on one firm to deliver the needed goods without interruption. C) The buyer and seller agree to be each other's customers. D) Consistency of quality of materials input into the product process is greater. E) Buyers have other suppliers to fall back on if one supplier fails.

answer

Consistency of quality of materials input into the product process is greater.

question

35) A vehicle manufacturer often won't buy a new product from a supplier unless the supplier's competitors are also capable of making the same item. The manufacturer is using ________. A) single sourcing B) crowdsourcing C) multiple sourcing D) customer reference programming E) reciprocity

answer

multiple sourcing

question

36) Sometimes supplier selection is based on ________, which means a buyer and a seller agree to purchase each other's goods and services even though the terms of the sales may not be the best available. A) requisition B) reciprocity C) customer references D) outsourcing E) reverse marketing

answer

reciprocity

question

37) ________ occurs when firms obtain outside vendors to provide goods or services that might otherwise be supplied in-house. A) Outsourcing B) Reverse marketing C) Crowdsourcing D) Multiple sourcing E) Insourcing

answer

Outsourcing

question

38) ________ is a business practice in which a buyer shapes a supplier's products and operations to satisfy its needs. A) Reciprocity B) Functionalization C) Reverse marketing D) Bottom-up marketing E) Crowdsourcing

answer

Reverse marketing

question

Chapter 8 Create the Product 1) A(n) ________ is defined as a good, service, idea, or some combination of these that satisfies consumer or business customer needs through the exchange process. A) private brand B) service variability C) core product D) product E) innovation

answer

product

question

2) Which of the following is an example of a good? A) a massage B) a handbag C) a medical examination by a doctor D) an idea for a new television show E) dry cleaning

answer

a handbag

question

3) A product has three distinct layers. The most basic level is the ________, which consists of all the benefits the product will provide for consumers or business customers. A) actual product B) augmented product C) core product D) innovation E) brand

answer

core product

question

4) A product has three distinct layers. The second layer is the ________, which is the physical good or delivered service. A) actual product B) augmented product C) core product D) innovation E) brand

answer

actual product

question

5) Which of the following is the best example of a durable good? A) a bag of cat food B) a refrigerator C) a bottle of nail polish D) a package of lightbulbs E) detergent

answer

a refrigerator

question

6) Which of the following is the best example of a nondurable good? A) a dishwasher B) a book shelf C) a freezer D) a newspaper E) a file cabinet

answer

a newspaper

question

7) Which of the following statements about durable goods is true? A) Durable goods are more likely than perishable goods to involve low-involvement decisions. B) The information search is quicker for durable goods than it is for nondurable goods. C) Consumers purchasing durable goods are likely to use habitual decision making. D) Product evaluation is more likely to take place for nondurable goods than for durable goods. E) Durable goods provide a benefit over a long period of time.

answer

Durable goods provide a benefit over a long period of time.

question

8) ________ include convenience products, shopping products, specialty products, and unsought products. A) Specialty services B) Consumer products C) Line extensions D) Industrial products E) Component products

answer

Consumer products

question

9) A(n) ________ is typically a nondurable good or service that consumers purchase frequently with a minimum of comparison and effort. A) specialty product B) MRO product C) shopping product D) convenience product E) unsought product

answer

convenience product

question

10) Which of the following is the best example of a convenience product? A) a silk scarf B) a subscription to a magazine C) a gallon of milk D) a lawn mower E) a CD player

answer

a gallon of milk

question

11) Marketers classify convenience products as ________. A) staples, impulse products, and emergency products B) specialty products, shopping products, and unsought products C) core products, actual products, and augmented products D) generic products and branded products E) attribute-based products and price-based products

answer

staples, impulse products, and emergency products

question

12) When we need a(n) ________, price and product quality may be irrelevant to our purchase decision. A) emergency product B) staple C) impulse product D) shopping product E) unsought product

answer

emergency product

question

13) A(n) ________ is a good or service for which consumers will spend time and effort gathering information on price, product attributes, and product quality. A) impulse product B) homogeneous product C) shopping product D) convenience product E) emergency product

answer

shopping product

question

14) ________ have unique characteristics that are important to buyers at almost any price. A) Specialty products B) Staples C) Impulse products D) MRO products E) Unsought products

answer

Specialty Products

question

15) ________ are consumer products for which a consumer either has little awareness or interest until a need arises. These products require a lot of advertising, personal selling, and other marketing efforts. A) Specialty products B) MRO products C) Unsought products D) Shopping products E) Staples

answer

Unsought products

question

16) ________ is the category of business-to-business products that refers to the products an organization uses in its daily operations. A) Raw materials B) Component parts C) Equipment D) Processed materials E) MRO products

answer

Equipment

question

17) MRO products are goods that businesses use for ________. A) management, research, and order-processing B) marketing, relationship-building, and operation C) maintenance, research, and organization D) maintenance, repair, and operation E) marketing, research, and organization

answer

maintenance, repair, and operation

question

18) In the business market, products of the fishing and agricultural industries purchased to use in a finished product are examples of ________. A) component parts B) accessory equipment C) processed materials D) MRO products E) raw materials

answer

raw materials

question

19) ________ are manufactured goods or subassemblies of finished items that organizations need to complete their own products. A) Component parts B) Accessory equipment materials C) Processed materials D) MRO products E) Raw materials

answer

Component parts

question

20) Marketers classify innovations based on their ________. A) degree of newness B) costs to manufacture C) prices D) degree of tangibility E) contribution margins

answer

degree of newness

question

21) A ________ is a modification to an existing product. A) technical innovation B) continuous innovation C) discontinuous innovation D) commercial innovation E) dynamically discontinuous innovation

answer

continuous innovation

question

22) A knockoff is a ________. A) company that uses a me-too strategy for its promotion B) company that uses comparative advertising C) new product that is so radically different from anything on the market that it has difficulty moving out of the introduction stage of its product life cycle D) product that is unbranded E) new product that copies, with slight modifications, the design of an original product

answer

new product that copies, with slight modifications, the design of an original product

question

23) A consumer doesn't have to learn anything new to use a(n) ________. A) dynamically continuous innovation B) dynamically continuous new product C) discontinuous new product D) continuous innovation E) discontinuous innovation

answer

continuous innovation

question

24) A ________ is a pronounced modification to an existing product that requires a modest amount of learning or change in behavior to use it. A) dynamically continuous innovation B) nonradical innovation C) competitive innovation D) continuous innovation E) discontinuous innovation

answer

dynamically continuous innovation

question

25) In the ________ phase of new-product development, marketers use a variety of sources to come up with a potentially new product that would benefit customers and be compatible with the company mission. A) idea generation B) problem recognition C) perceptual mapping D) positioning strategy E) product screening

answer

idea generation

question

26) Marketers would be most likely to use a focus group in which stage of new product development? A) idea generation B) problem recognition C) business analysis D) positioning strategy E) product adoption

answer

idea generation

question

27) Marketers estimate ________ when they determine whether anyone is likely to buy a new product. A) pricing points B) distribution costs C) commercial success D) technical success E) creative success

answer

commercial success

question

28) The business analysis for a new product begins with ________. A) idea generation B) problem recognition C) assessing how the new product will fit into a firm's total product mix D) perceptual mapping E) identifying the distribution channel for the product

answer

assessing how the new product will fit into a firm's total product mix

question

29) During which stage of new-product development will management most likely consider whether the new product will cannibalize sales of the company's existing products? A) idea generation B) marketing strategy development C) business analysis D) product concept development E) test marketing

answer

test marketing

question

30) During the technical development phase of the new product development process, a physical version of the product is developed; it is called a ________. A) test market B) focus group C) business analysis D) product concept E) prototype

answer

prototype

question

31) The need to apply for a patent would most likely arise during which phase of new product development? A) business analysis B) technical development C) test marketing D) strategy development E) product proposal

answer

technical development

question

32) One of the advantages of test marketing is ________. A) the low cost B) the ability to keep information from falling into competitors' hands C) the opportunity to survey prospective customers D) the ability to evaluate a product and its marketing program before commercialization E) the opportunity to sell existing products to a core customer base

answer

the ability to evaluate a product and its marketing program before commercialization

question

33) Introducing a new product into the market is called ________. A) technical development B) new product development C) experimenting D) commercialization E) marketing development

answer

commercialization

question

34) Which of the following costs is most likely associated with the commercialization stage of new-product development? A) implementing trade promotion plans for channel members B) paying groups of target consumers for product feedback C) determining the product's planned price, distribution, and marketing budget D) developing a prototype of the product E) identifying target markets

answer

determining the product's planned price, distribution, and marketing budget

question

35) ________ is the process by which a consumer or business customer begins to buy and use a new good, service, or idea. A) Commercialization B) Product testing C) Product adoption D) Diffusion E) Positioning

answer

Product adoption

question

36) The first step in the adoption process is ________. A) product evaluation B) awareness C) problem recognition D) evaluation E) interest

answer

awareness

question

37) Marketers are primarily striving to generate customer ________ when they use a teaser advertisement created to give prospective customers just enough information about a new product to make them curious. A) confirmation B) interest C) evaluation D) adoption E) impulse purchasing

answer

interest

question

38) In which stage of the consumer's adoption of a new product does the purchase actually take place? A) awareness B) adoption C) interest D) tipping point E) evaluation

answer

adoption

question

39) A(n) ________ is a purchase made on the spur of the moment without any planning or search effort. A) unsought product B) commodity C) impulse purchase D) emergency product E) shopping product

answer

impulse purchase

question

40) The last stage in the product adoption process is ________. A) awareness B) adoption C) interest D) confirmation E) evaluation

answer

confirmation

question

41) Unlike innovators, early adopters ________. A) compose the smallest of the adopter categories B) have greater concern for social acceptance C) have stronger physiological needs than others in the population D) are light media users E) are more worldly than the rest of the population

answer

have greater concern for social acceptance

question

42) Which of the following statements about the adopter categories is true? A) More than 50 percent of the population is classified as late majority adopters. B) Early adopters are risk aversive. C) Early majority adopters are typically middle class and like to buy established products. D) Innovators are a much larger group than laggards. E) Late majority adopters are typically unconcerned about social acceptance.

answer

Early majority adopters are typically middle class and like to buy established products.

question

43) Which of the following is NOT identified as one of the five characteristics of innovations that affect the rate of adoption? A) relative advantage B) tangibility C) observability D) trialability E) compatibility

answer

tangibility

question

44) ________ is the degree to which a consumer perceives that a new product provides superior benefits. A) Compatibility B) Complexity C) Relative advantage D) Comparability E) Tangibility

answer

Relative advantage

question

45) ________ is the extent to which a new product is consistent with existing cultural values, customs, and practices. A) Compatibility B) Complexity C) Relative advantage D) Comparability E) Tangibility

answer

Compatibility

question

46) ________ is the degree to which consumers find a new product or its use difficult to understand. A) Compatibility B) Complexity C) Relative advantage D) Comparability E) Tangibility

answer

Complexity

question

47) ________ is how visible a new product and its benefits are to others who might adopt it. A) Compatibility B) Observability C) Relative advantage D) Comparability E) Tangibility

answer

Observability

question

Chapter 9 Manage the Product 1) When marketers develop ________ strategies, they make decisions about product benefits, features, styling, branding, labeling, and packaging. A) communication B) product C) equity D) total quality management (TQM) E) Six Sigma

answer

product

question

2) Which of the following is NOT necessary for a product-related objective to be effective? A) It should focus on short-term implications. B) It should be measurable. C) It should be feasible. D) It should indicate a specific time frame. E) It should be clear.

answer

A) It should focus on short-term implications. B) It should be measurable.

question

3) A ________ is a firm's total product offering designed to satisfy a group of target customers. A) brand B) product line C) product mix D) positioning strategy E) marketing mix

answer

product line

question

4) A firm's ________ is determined by the number of separate items within the same category. A) brand equity B) product mix width C) product line length D) product quality E) product mix

answer

product line length

question

5) A firm that plans to use a(n) ________ will add higher priced, higher quality items to its product line. A) upward line stretch B) limited-line strategy C) undifferentiated strategy D) marketing mix contraction E) cannibalization strategy

answer

limited-line strategy

question

6) Which of the following is NOT an option for extending a product line? A) cannibalization B) downward line stretch C) upward line stretch D) two-way stretch E) filling-out strategy

answer

cannibalization

question

7) Whenever a product line or a product family is extended, there is a risk of ________, which occurs when sales of an existing brand decline as the firm's current customers switch to the new product. A) product line contraction B) disintermediation C) cannibalization D) brand inequity E) a downward line stretch

answer

cannibalization

question

8) A firm's ________ is its entire range of products. A) product line B) product mix C) marketing mix D) promotional mix E) positioning strategy

answer

product mix

question

9) When a company begins marketing a new product line in addition to its existing product lines, it has done which of the following? A) expanded the length of the product line B) expanded the width of the product mix C) expanded the depth of the product mix D) expanded the width of the marketing mix E) used a filling-out strategy

answer

expanded the width of the product mix

question

10) Which of the following is a management philosophy that focuses on satisfying customers through empowering employees to be an active part of continuous quality improvement? A) cannibalization B) total quality management (TQM) C) Six Sigma D) ISO 9000 E) ISO 14000

answer

total quality management (TQM)

question

11) Which of the following was developed to guarantee that an organization's products conform to the customer's requirements? A) Six Sigma B) ISO 9000 C) ISO 14000 D) TQM E) cannibalization

answer

TQM

question

12) Which of the following helps an organization focus on minimizing any harmful effects it may have on the environment? A) Six Sigma B) ISO 9000 C) ISO 14000 D) total quality management (TQM) E) cannibalization

answer

ISO 14000

question

13) The product life cycle concept can be applied by marketers as a useful framework for describing how ________. A) to forecast product performance B) to develop marketing strategies C) a market responds to a product over time D) product ideas are developed E) a brand gains a dominant position in the market

answer

to develop marketing strategies

question

14) The sales peak typically occurs during which stage of the product life cycle? A) introduction B) youth C) development D) maturity E) leveling

answer

maturity

question

15) In which stage of the product life cycle will promotional expenditures be especially high in an attempt to create consumer awareness? A) product development B) introduction C) decline D) maturity E) youth

answer

introduction

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16) A manufacturer of a product in the decline stage of its product life cycle would be LEAST likely to do which of the following? A) continue producing the product for loyal users B) reduce the advertising budget for the product C) phase out production of the product D) advertise heavily without changing the product or its target market E) withdraw most marketing support for the product and rely on e-commerce

answer

advertise heavily without changing the product or its target market

question

17) A manufacturer with a product in the decline stage of the product life cycle would most likely decide to ________ if there is reason to believe that there will be a residual demand for the product. A) maintain the product without change B) let existing stocks of the product run out C) drop the product immediately D) search for replacements E) increase sales promotion efforts

answer

let existing stocks of the product run out

question

18) A(n) ________ is a name, term, symbol, or other unique element of a product that identifies one firm's products and sets it apart from the competition. A) patent B) brand C) license D) position E) value proposition

answer

brand

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19) A good brand name should do all of the following EXCEPT fit ________. A) the target market B) the competition C) the customer's culture D) the product's benefits E) legal requirements

answer

the competition

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20) Which of the following is NOT a desirable quality for a brand name? A) It should suggest something about the product's benefits. B) It should be easy to pronounce and remember. C) It should almost always be a long word to get attention. D) It needs to fit legal requirements. E) It should make sense in the customer's culture.

answer

It should almost always be a long word to get attention.

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21) A ________ is the legal term for a brand name, brand mark, or trade character. A) trademark B) patent C) copyright D) logo E) corporate mark

answer

trademark

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22) Which of the following statements about brand equity is NOT true? A) Brand equity means a brand has customer loyalty. B) Brand equity refers to the brand's value to an organization. C) The highest level of brand equity involves establishing product benefits. D) Brand equity gives a firm the power to capture and hold onto a larger share of the market and to sell at prices with higher profit margins. E) Brand equity can provide a competitive advantage.

answer

The highest level of brand equity involves establishing product benefits.

question

23) The concept of ________ encompasses the beliefs and associations that a consumer has about a brand. A) brand meaning B) brand storytelling C) brand equity D) product quality E) total quality

answer

brand meaning

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24) Which of the following most accurately describes a brand extension? A) a new product that combines the power of two or more brand names B) a new product sold under an established brand name C) a new product added to the lower end of a product mix D) a new product added to the higher end of a product mix E) a new product line added to a product mix

answer

a new product sold under an established brand name

question

25) Oreos and Coke are both examples of ________. A) store brands B) cobrands C) private-label brands D) national brands E) ingredient brands

answer

national brands

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26) Toronto-based Loblaw supermarket chain developed President's Choice brand products to sell exclusively in its stores. President's Choice is an example of a ________. A) manufacturer brand B) national brand C) cobrand D) generic brand E) private-label brand

answer

private-label brand

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27) Another name for a store brand is a ________. A) national brand B) private-label brand C) generic brand D) manufacturer brand E) licensed brand

answer

private-label brand

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28) What is the most logical explanation for why retailers carry private-label brands? A) to eliminate the need for competitive advantages B) to encourage transaction marketing C) to support trade promotions D) to earn more profit E) to prevent sales cannibalization

answer

to earn more profit

question

29) Which of the following is true about generic brands? A) They are more popular today than ever before. B) They were first developed during the last period of economic prosperity in the United States. C) They were designed to appeal to the price-conscious consumer. D) They attract approximately 25 percent of all dollars spent in U.S. supermarkets. E) They are manufacturer brands.

answer

They were designed to appeal to the price-conscious consumer.

question

30) ________ is an agreement between two brands to work together in marketing a new product. A) Manufacturer branding B) Cobranding C) Franchising D) Family branding E) Aggregated branding

answer

Cobranding

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31) In ________, branded materials become component parts of other branded products. A) family branding B) aggregated branding C) umbrella branding D) manufacturer branding E) ingredient branding

answer

ingredient branding

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32) Breyers and Reese's have worked together to create Breyers Ice Cream with Reese's Peanut Butter Cups. This is an example of ________. A) family branding B) ingredient branding C) private-label branding D) individual branding E) generic branding

answer

ingredient branding

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33) Which approach to measuring brand equity focuses on the ability of a brand to charge a higher price than the price charged by an unbranded equivalent? A) revenue premium metric B) financial market metric C) product-market outcomes metric D) equity-identity metric E) customer mind-set metric

answer

product-market outcomes metric

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34) Which of the following types of brand equity metrics would most likely be based on information gathered through consumer surveys? A) revenue premium metric B) financial market metric C) brand venture metric D) equity-identity metric E) customer mind-set metric

answer

customer mind-set metric

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35) Product packaging can do all of the following EXCEPT which one? A) protect the product B) provide service C) communicate brand personality D) make the product easier to store E) create a competitive advantage

answer

provide service

question

36) Which of the following controls package communications and labeling in the United States? A) the Food and Drug Administration (FDA) B) the Nutrition Labeling and Education Act C) the Nutrition Facts Panel D) the Federal Fair Packaging and Labeling Act E) the Consumer Bill of Rights

answer

the Federal Fair Packaging and Labeling Act

question

37) Which of the following is NOT required by the U.S. Food and Drug Administration (FDA) on the labels of most foods sold in the United States? A) amount of saturated fat in the product B) sources of all ingredients in the product C) amount of cholesterol in the product D) number of calories in the product E) amount of protein in the product

answer

sources of all ingredients in the product

question

38) In small firms, the marketing function is usually handled by a ________ who is responsible for new-product planning, advertising, working with the company's sales representatives, and marketing research. A) single marketing manager B) brand manager C) product category manager D) market manager E) venture team manager

answer

single marketing manager

question

39) ________ are responsible for the positioning of a brand and developing its brand equity. They are likely to team with sales, finance, and logistics staff members as part of customer business teams who work with major retail accounts. A) Product category managers B) Brand managers C) Venture team managers D) Market managers E) Sales managers

answer

Brand managers

question

40) Which of the following is a disadvantage of the brand management system? A) a tendency to avoid price differentiation B) too much focus on the supplementary and complementary roles of all product lines C) a tendency to overemphasize short-term gains in sales D) an interdependent structure that can undermine personal responsibility E) too much focus on establishing brand equity

answer

a tendency to overemphasize short-term gains in sales

question

41) Which of the following accurately describes a product category manager? A) A product category manager works for a company that relies solely on individual branding. B) A product category manager is responsible for moving a company's product mix from generic to branded. C) A product category manager coordinates the development of brand equity for a specific brand name. D) A product category manager is also called a sales manager. E) A product category manager coordinates the mix of product lines within a general product category and is responsible for the addition of new product lines.

answer

A product category manager coordinates the mix of product lines within a general product category and is responsible for the addition of new product lines.

question

42) When large companies undertake new-product development, they typically enlist specialists in different areas to create a ________ within the organization. A) focus group B) product category team C) sales team D) venture team E) cross-functional brand team

answer

venture team

question

43) A firm's skunk works department would most likely be located ________. A) in a central part of the firm's main office building B) in the most productive section of the company C) away from the firm's traditional offices D) at the headquarters of the firm's largest customer E) as close as possible to the firm's communication specialists

answer

away from the firm's traditional offices

question

Chapter 10 Services and Other Intangibles: Marketing the Product That Isn't There 1) Which of the following product offerings is intangible? A) fish for an aquarium B) refillable ink cartridges for a computer printer C) a mink coat D) a meal at a fast-food restaurant E) a limousine ride

answer

a limousine ride

question

2) ________ are acts, efforts, or performances exchanged from producer to user without ownership rights. A) Tangibles B) Services C) Ideas D) Brand extensions E) Licenses

answer

Services

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3) Four characteristics are used to differentiate services from goods. Which of the following is NOT one of those characteristics? A) intangibility B) perishability C) variability D) personalization E) inseparability

answer

personalization

question

4) A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room. A) intangibility B) perishability C) variability D) inseparability E) personalization

answer

intangibility

question

5) Capacity management is one of the ways to meet potential problems related to the ________ characteristic of services. A) intangibility B) perishability C) variability D) inseparability E) responsiveness

answer

perishability

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6) ________ is the process by which organizations adjust the supply of their services in an attempt to match demand. A) Disintermediation B) Capacity management C) Total quality management D) Just-in-time management E) Augmented service management

answer

Capacity management

question

7) Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next. A) inseparability B) variability C) personalization D) responsiveness E) intangibility

answer

variability

question

8) Which of the following is true due primarily to the inseparability of services? A) Customers have to rely on reassuring physical cues that indicate quality service. B) Service businesses cannot promise the same experience with every service encounter. C) A service is produced and consumed at the same time. D) It is impossible for service businesses to exactly match supply with demand. E) It is difficult for service businesses to live up to guarantees.

answer

A service is produced and consumed at the same time.

question

9) The ________ is the interaction between the customer and the service provider. A) supply-demand exchange B) transaction point C) service encounter D) service program E) service promotion

answer

service encounter

question

10) Which of the following statements about the service encounter is true? A) The quality of service delivered by a company is only as good as its best employee. B) The customer plays a minimal role in the quality of the service encounter. C) An employee's actions, words, and physical appearance do not represent the organization. D) The quality of information provided by the customer does not affect the quality of the service encounter. E) The service encounter has a social dimension and a physical dimension.

answer

The service encounter has a social dimension and a physical dimension.

question

11) A haircut, a manicure, and a pedicure are all examples of ________. A) intangible services B) tangible services C) tangible goods D) tangible possessions E) intangible possessions

answer

intangible services

question

12) Which of the following is NOT a way that marketers classify services? A) services performed directly on the customer B) services performed directly on the customer's possession C) services performed indirectly on the customer D) services consisting of tangible actions E) services consisting of intangible actions

answer

services performed indirectly on the customer

question

13) Carpet and furniture repair are classified as ________. A) tangible services performed on the customer B) tangible services performed on the customer's possessions C) tangible goods delivered to the customer D) intangible services performed on the customer E) intangible services performed on the customer's possessions

answer

intangible services performed on the customer's possessions

question

14) Home security services and accounting services are classified as ________. A) tangible services performed on the customer B) intangible services performed indirectly on the customer C) tangible goods delivered to the customer D) tangible services performed on the customer's possessions E) intangible services performed on the customer's possessions

answer

...

question

15) Which of the following is NOT a category on the service continuum? A) goods-dominated products B) service-dominated goods C) equipment-based services D) facility-based services E) people-based services

answer

service-dominated goods

question

16) Which of the following is the best example of an equipment-based service? A) a tutoring service B) an amusement park C) a religious service D) a dog-walking service E) a car dealership

answer

an amusement park

question

17) Most cities have a variety of fast-food restaurant franchises . The proximity of these restaurants to densely populated neighborhoods and high-traffic shopping areas illustrates the importance of the ________ factor for equipment-based services. A) operational B) search C) locational D) augmentation E) supply

answer

locational

question

18) A service provider takes great care in creating a certain look for her storefront, selecting specific colors, lighting, and furnishings to create an inviting atmosphere. In doing so, the service provider is focused on ________ factors. A) operational B) credence C) locational D) environmental E) supply

answer

environmental

question

19) A service offering that differentiates a firm from its competition and provides enhanced value is referred to as a(n) ________. A) core service B) augmented service C) environmental factor D) operational factor E) disintermediator

answer

augmented service

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20) Experience qualities are product attributes that customers can identify ________. A) prior to consumption B) only during consumption C) only after consumption D) both during and after consumption E) before, during, or after consumption

answer

both during and after consumption

question

21) Which of the following is a product attribute that may be difficult to evaluate even after it has been experienced? A) search quality B) service quality C) experience quality D) credence quality E) benefit quality

answer

credence quality

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22) Which of the following is an instrument to measure consumers' perceptions of service quality? A) total quality management (TQM) B) capacity management C) credence management D) SERVQUAL E) the service continuum

answer

SERVQUAL

question

23) Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred? A) break-even analysis B) SERVQUAL C) the critical incident technique D) gap analysis E) SWOT analysis

answer

gap analysis

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24) Which of the following is a method for measuring service quality? A) SWOT analysis B) a market audit C) break-even analysis D) the critical incident technique E) market fulfillment

answer

the critical incident technique

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25) Which of the following involves analyzing very specific customer complaints? A) SERVQUAL B) total quality management (TQM) C) gap analysis D) the critical incident technique E) servicescape

answer

the critical incident technique

question

26) Political consultants market politicians when they "package" candidates who then compete for "market share" as measured by ________. A) purchases B) market fulfillment C) credence qualities D) votes E) social networking

answer

votes

question

27) Agents who work to get their celebrity clients exposure on TV or perhaps a starring role in a movie are practicing ________. A) idea marketing B) relationship marketing C) people marketing D) social marketing E) prestige marketing

answer

people marketing

question

28) After the 2001 attack on the World Trade Center, New York City unveiled a new tourism advertising campaign with the slogan "The New York Miracle: Be a Part of It." This is an example of ________. A) social marketing B) idea marketing C) people marketing D) place marketing E) service marketing

answer

place marketing

question

29) A TV commercial invites people to attend a service at a so-called "mega-church" that has a huge steel and glass structure with acres of parking. This is an example of ________. A) idea marketing B) people marketing C) place marketing D) the market fulfillment approach E) the product fulfillment approach

answer

idea marketing

question

30) Which of the following is a service industry in the United States that is likely to see growth due primarily to demographic changes? A) living assistance for seniors B) babysitting services for baby boomers C) health services for medical tourists D) technology consulting for businesses E) database services for businesses

answer

...

question

Chapter 15 Deliver Value through Supply Chain Management, Channels of Distribution, and Logistics 1) A firm that brings in outside companies to accomplish supply chain activities is using ________. A) insourcing B) outsourcing C) crowdsourcing D) intensive distribution E) exclusive distribution

answer

outsourcing

question

2) Which of the following includes all the activities necessary to convert raw materials into a good or service and put it in the hands of the consumer or business customer? A) the supply chain B) the value chain C) the channel of distribution D) the retailer chain E) the industrial network

answer

the supply chain

question

3) Through ________, many companies today are strengthening their connections to all partners, from providers of raw materials to components to final products that are delivered to final buyers. A) supply chain management B) channel of distribution management C) partnership relationship marketing D) enterprise resource planning E) knowledge management

answer

supply chain management

question

4) Which of the following is the series of firms or individuals that facilitate(s) the movement of a product from the producer to the final customers? A) the industrial network B) the retailer chain C) the multilevel network D) the channel of distribution E) the conventional marketing system

answer

the channel of distribution

question

5) Producers benefit from using intermediaries because they ________. A) offer greater efficiency in making goods available to target markets B) bring a fresh point of view to strategy development C) eliminate risk D) are rarely backlogged with orders E) will store products indefinitely

answer

offer greater efficiency in making goods available to target markets

question

6) Channels of distribution provide which of the following? A) time, place, and ownership utility B) promotion, product, and place utility C) time, place, and form utility D) promotion and form utility E) time and promotion utility

answer

time, place, and ownership utility

question

7) Wholesalers and retailers purchase large quantities of goods from manufacturers but sell only one or a few at a time to many different customers. This process is called ________. A) creating assortments B) breaking bulk C) third-party logistics D) order processing E) inventory control

answer

breaking bulk

question

8) Wholesalers and retailers create efficiencies in the flow of goods from producer to end consumer by ________ when they provide a variety of products in one location. A) creating assortments B) just in time processing C) third-party logistics D) order processing E) inventory control

answer

creating assortments

question

9) Through a process of ________, traditional intermediaries are being eliminated as many companies question the value added by layers in the distribution channel. A) knowledge management B) disintermediation C) horizontal marketing D) vertical marketing E) hybrid marketing

answer

disintermediation

question

10) Intermediaries that do business with many different manufacturers and many different customers are most accurately referred to as ________. A) interdependent intermediaries B) dependent intermediaries C) independent intermediaries D) wholesalers E) retail outlets

answer

independent intermediaries

question

11) Which of the following is true about sales branches, sales offices, and manufacturers' showrooms? A) They are all manufacturer-owned intermediaries. B) They all determine the marketing strategy for the products they sell. C) They are all independent intermediaries. D) They all carry inventory and take title to the inventory they carry. E) They perform the same functions as self-service wholesalers.

answer

They are all manufacturer-owned intermediaries.

question

12) Which of the following is in place when a producer, dealer, wholesaler, retailer, or customer interacts with more than one type of channel? A) dual or multiple distribution system B) intermediation C) knowledge management D) supply chain management E) vertical marketing system

answer

intermediation

question

13) Conventional distribution channels consist of one or more ________ producers, wholesalers, and retailers. A) independent B) product-related C) contract D) merchant E) domestic

answer

independent

question

14) Which of the following is NOT a true statement about conventional marketing systems? A) Conventional marketing systems are multilevel distribution channels. B) Most conventional marketing systems are highly successful. C) Members of conventional marketing systems work independently of one another. D) Members of conventional marketing systems do not work toward the same broad goals. E) Relationships between members of conventional marketing systems are limited to simply buying and selling from one another.

answer

Members of conventional marketing systems do not work toward the same broad goals.

question

15) Leadership in which type of marketing system is assumed not through common ownership or contractual ties but through the size and power of a single dominant channel member? A) a horizontal marketing system B) an administered vertical marketing system C) a corporate vertical marketing system D) a conventional marketing system E) a multiple distribution system

answer

an administered vertical marketing system

question

16) In a ________, two or more companies at the same channel level join together to develop a new marketing opportunity. A) franchise B) corporate VMS C) horizontal marketing system D) multiple distribution system E) conventional marketing system

answer

horizontal marketing system

question

17) Which of the following is the process of designing, managing, and improving the movement of products through the supply chain? A) logistics B) warehousing C) materials handling D) inventory management E) distribution strategy

answer

logistics

question

18) Marketing logistics involves which of the following types of distribution flows? A) outbound and inbound only B) outbound, inbound, and reverse C) outbound and reverse only D) inbound and reverse only E) outbound only

answer

outbound, inbound, and reverse

question

19) During the stage of ________ activities, the company receives materials it needs to manufacture its products. A) inbound logistics B) operations C) outbound logistics D) marketing and sales E) service

answer

inbound logistics

question

20) Which stage of activity in logistics involves shipping the product out to customers? A) inbound logistics B) operations C) outbound logistics D) reverse logistics E) services

answer

outbound logistics

question

21) Physical distribution activities include all of the following EXCEPT which one? A) order processing B) warehousing C) materials handling D) transportation E) order getting

answer

order getting

question

22) Which of the following is a logistics activity that involves developing and implementing a process to ensure the firm always has sufficient goods available to meet customers' demands--no more and no less? A) materials handling B) inventory control C) supply chain supervision D) order processing E) distribution implementation

answer

inventory control

question

23) To reduce inventory management costs, many companies use a system called ________, which involves carrying only small inventories of parts or merchandise, often only enough for a few days of operation. A) just in time (JIT) B) supply chain management C) value chain management D) logistics management E) enterprise resource planning (ERP)

answer

just in time (JIT)

question

24) Through the use of ________, a company is able to know exactly where a product is located within the distribution channel. A) ERP B) RFID C) PRM D) VMS E) JIT

answer

RFID

question

25) The perfect order measurement calculates which of the following? A) the amount of inventory that is just right to warehouse B) the origin, current location, and destination of a tagged product C) the most cost-effective and efficient mode of transportation D) the value of the time utility provided to customers through logistics E) the error-free rate of each stage of a purchase order

answer

the error-free rate of each stage of a purchase order

question

Chapter 16 Retailing: Bricks and Clicks 1) Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use? A) franchising B) retailing C) brokering D) wholesaling E) disintermediation

answer

retailing

question

2) According to the ________ hypothesis, new retailing forms often begin as low-margin, low-price, low-status operations to challenge established retailers, then become successful, and eventually take the place of the established retailers they had challenged. A) agent B) broker C) wheel-of-retailing D) warehousing E) retail life cycle

answer

wheel-of-retailing

question

3) In the ________ stage of the retail life cycle, the retailer often is an aggressive entrepreneur who takes a unique approach to doing business by creating a differential advantage, such as competing on the basis of low price, offering a distinctive assortment, or using a different way to distribute products. A) expansion B) introduction C) extension D) maturity E) growth

answer

introduction

question

4) Which of the following is NOT a function of a point-of-sale (POS) system? A) collecting sales data B) connecting directly into a store's inventory-control system C) evaluating bids from potential suppliers D) collecting data on returns and transfers to other stores E) automatically sending orders to suppliers

answer

evaluating bids from potential suppliers

question

5) Shoplifting, sweethearting, and retail borrowing are all problems that contribute to ________. A) off-price retailing B) shrinkage C) pyramid schemes D) understored trade areas E) pop-up retailing

answer

shrinkage

question

6) For the retailer, the practice of ________ results in lower total sales and, in many cases, damaged merchandise. A) sweethearting B) experiential shopping C) retail borrowing D) off-price retailing E) network marketing

answer

retail borrowing

question

7) ________ is the basis of most discount operations. Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process. A) Limited-service B) Full-service C) Self-service D) Specialty service E) Wholesale service

answer

Self-service

question

8) Which of the following types of retailers place the most emphasis on salespeople assisting customers throughout the purchase process? A) limited-service retailers B) full-service retailers C) limited-service retailers D) discount retailers E) off-price retailers

answer

full-service retailers

question

9) Which of the following is the number of different product lines available at a particular retail store? A) merchandise breadth B) inventory depth C) merchandise depth D) retail diversity E) point-of-sale range

answer

merchandise breadth

question

10) ________, such as Target and Kohl's, provide merchandise return and offer credit, but customers select merchandise without much assistance. A) Self-service retailers B) Full-service retailers C) Specialty retailers D) Off-price retailers E) Limited-service retailers

answer

Limited-service retailers

question

11) Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise? A) a specialty store B) a factory outlet store C) a department store D) a general merchandise discount store E) a warehouse club

answer

a general merchandise discount store

question

12) Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name, fashion-oriented goods at low prices? A) specialty stores B) warehouse clubs C) off-price retailers D) department stores E) hypermarkets

answer

off-price retailers

question

13) Which of the following is any method a firm uses to complete an exchange that does NOT require a customer to visit a store? A) kiosk merchandising B) nonstore retailing C) direct selling D) exchange retailing E) e-commerce

answer

e-commerce

question

14) Through the ________ of direct selling, people tend to get caught up in the "group spirit" and buy things they would not normally buy if alone. A) multilevel network B) pyramid scheme C) automatic vending system D) door-to-door sales E) party plan system

answer

party plan system

question

15) In ________, a master distributor recruits other people to become distributors. The master distributor sells the company's products to the people she entices to join and receives commissions on all the merchandise sold by the people she recruits. A) multilevel marketing B) integrated sales C) disintermediated sales D) hierarchical sales E) party plan systems

answer

multilevel marketing

question

16) Experts predicting that destination retail will be a future trend believe that consumers will soon visit retailers more for ________ than for the basic process of purchasing products. A) information B) credit services C) comparison shopping D) entertainment E) social opportunities

answer

entertainment

question

17) Which of the following is the term for how the marketplace perceives a retailer relative to the competition? A) store layout B) store atmosphere C) merchandise assortment D) store image E) market segmentation

answer

store image

question

18) Which of the following is NOT an element involved in the creation of store atmospherics? A) color B) furnishings C) smells D) sounds E) knowledgeable personnel

answer

knowledgeable personnel

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