Deck 3: Consumer Behaviour

Question 1

Stimulus discrimination refers to one's ability to perceive differences among similar products.

Answer 1

True

Question 2

The feeling of post-purchase psychological tension or anxiety is called cognitive dissonance.

Answer 2

True

Question 3

Limited problem solving exists in high-involvement purchase situations for items such as automobiles, houses, and financial investments.

Answer 3

False

Question 4

Hank is watching television and sees an advertisement for a new snack food that he decides to purchase.This is an example of recognizing a need.

Question 5

The purchase decision process begins with information search and ends once the consumer has made a purchase.

Question 6

The online version of word of mouth is called viral marketing.

Question 7

Cultures refer to a learned predisposition to respond to an object or class of objects in a consistently favourable or unfavourable way.

Question 8

The evoked set includes both products you are aware of and those you could see upon visiting a store.

Question 9

Personality characteristics are often revealed in a person's self-concept.

Question 10

Selective exposure involves interpreting information so that it is consistent with your attitudes and beliefs.

Question 11

The need for food is a physiological need.

Question 12

Consumers rely on past experience more than external information in routine problem-solving behaviour.

Question 13

Information search includes memories of personal experience and casual inquiries with friends.

Question 14

The process by which people acquire the skills, knowledge, and attitudes necessary to function as consumers is consumer socialization.

Question 15

Mobile devices have made many consumer purchase decisions easier to make.

Question 16

Temporal effects include the consumer's mood or the amount of cash on hand, which can influence purchase behaviour and choice.

Question 17

Selective retention affects the internal and external information search stage of the purchase decision process.

Question 18

Behavioural learning occurs when a response brought about by one stimulus (cue) is generalized to another stimulus.

Question 19

An attitude is a learned predisposition to respond to an object or class of objects in a consistently favourable or unfavourable way.

Question 20

For products such as table salt and milk, consumers spend considerable effort seeking external information and evaluating alternatives.

Question 21

Which stage in the consumer purchase decision process suggests criteria to use for the purchase, yields brand names that might meet the criteria, and develops consumer value perceptions?

A)problem recognition
B)information search
C)alternative evaluation
D)purchase decision

Question 22

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

A)problem recognition
B)internal search
C)external search
D)purchase task

Question 23

Which of the following is an example of an internal search?

A)A buyer who checks out her favourite brand of hair dryer in a local store before ordering it by mail.
B)A customer searching the Internet for reviews on a high-end hair-straightening gadget.
C)A store trying to maximize the sale of its own in-house brand shampoo.
D)A consumer trying to recall the effect of a particular brand of conditioner when she had used it last.

Question 24

What is the first stage of the purchase decision process?

A)Purchase decision process
B)Problem recognition
C)Purchase decision
D)Alternatives

Question 25

Brenda wants to buy a new music system.At which stage does she choose the brand, decide from whom to buy the system, and decide when to buy it?

A)post-purchase behaviour
B)evaluation of alternatives
C)information search
D)purchase decision

Question 26

Eddie, an avid football fan, is glued to the television every Sunday afternoon as he watches his favourite teams.He thinks games would be more enjoyable on a big-screen television.Eddie started talking with his friends to learn more about the various brands of big-screen televisions.Which step of the purchase decision making process is Eddie in?

A)problem recognition
B)evaluation of alternatives
C)purchase decision
D)information search

Question 27

The factors a consumer uses when considering a purchase are called

A)Evaluative criteria
B)Evoked set
C)Pre-qualified alternatives
D)Make-buy options

Question 28

Values can be defined as what is considered normal and expected about the way people do things in a specific country or culture.

Question 29

Christina 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 and has looked at some websites.Christina is engaging in _____.

A)problem recognition
B)an internal search
C)an external search
D)a purchase task

Question 30

After purchasing a new car, Agnes found she was paying more attention to car ads on television and online.She often found herself pointing out short-comings of cars she considered but did not purchase.This exemplifies:

A)Limited problem solving
B)Cognitive dissonance
C)Showrooming
D)Antecedent states

Question 31

If a global fast-food chain starts a vegetarian restaurant to sell its products in a region where vegetarianism is high, the fast-food chain is considering the region's values.

Question 32

When Marty attended his first statistics class, he realized that he ought to buy a calculator or else he would be unable to do his assignments.In which stage of the consumer purchase decision process was Marty when he had this realization?

A)information search
B)problem recognition
C)purchase behaviour
D)alternative evaluation

Question 33

David and Mary decide to buy a house.Once they purchase a house, they start looking to buy the right set of furniture, a television set, and a refrigerator.Meanwhile, Mary starts purchasing groceries for the kitchen. When Mary went out to shop for groceries, she was involved in _____ problem solving.

A)limited
B)regular
C)external
D)routine

Question 34

During the purchase decision process, Stewart realizes that the difference between what he has and what he would like to have is big enough to actually do something about it.Stewart is most likely in the _____ stage in the purchase decision process.

A)problem recognition
B)alternative evaluation
C)cognitive dissonance
D)routine response behaviour

Question 35

Ted is considering which new mobile phone plan he will purchase.Ted is concerned with price but also wishes to choose a provider with good geographical service coverage and customer service that has good reviews.This represents:

A)Ted's evoked set
B)Ted's evaluative criteria
C)Ted engaging in showrooming
D)Routine problem solving

Question 36

When an elementary school teacher needed to buy poster boards for her class, she remembered that she had found some poster boards at three stores.Which of the following terms best describes the information search method used by the teacher?

A)personal external source
B)external search
C)market-dominated external source
D)internal search

Question 37

When a translated word or phrase is retranslated again into the original language by a different interpreter to catch errors, it is termed as back translation.

Question 38

The stages a buyer passes through in making choices about which products and services to buy are referred to as the _____.

A)situational analysis sequence
B)limited problem solving
C)purchase decision process
D)hierarchy of learning

Question 39

_____ describes the actions a person takes in purchasing and using products and services.

A)Marketing
B)Market research
C)Consumer behaviour
D)Consumer management

Question 40

An external search for product information is especially important when:

A)the level of interest in a product is high.
B)a review of past experience provides adequate information.
C)the risk of making a wrong purchase decision is low.
D)the item is frequently purchased.

Question 41

Jamie decides to buy a laptop for himself.He inquires about different brands from his friends who already have laptops.He also puts up his hunt for the "right laptop" on Facebook, expecting reviews from friends who own laptops.Isaac, Jamie's friend who owned a particular laptop, told Jamie that the laptop had excellent features, and it was one of his best investments.He analyzes the responses and decides to buy the laptop Isaac has. Which type of problem solving is Jamie engaged in while purchasing a laptop?

A)extended problem solving
B)selective problem solving
C)limited problem solving
D)routine problem solving

Question 42

Healthy Foods Ltd.introduces a new line of cereals, which will help in weight loss.The company uses a well-known model to endorse the cereal under the slogan "Stay slim, stay beautiful." Heather, who has been committed to losing weight, sees the advertisement on television.She immediately visits a grocery store to buy the cereal.Which of the following concepts have marketers of Healthy Foods focused on?

A)self-concept
B)self-actualization needs
C)self-evaluation
D)individualized perception

Question 43

Samantha has worked at a number of stores but feels that she has never been given a job that matches her expectations.She is looking for a job that gives her personal fulfillment.Which of the following needs is she focusing on?

A)physiological needs
B)safety needs
C)self-actualization needs
D)personal needs

Question 44

David and Mary decide to buy a house.Once they purchase a house, they start looking to buy the right set of furniture, a television set, and a refrigerator.Meanwhile, Mary starts purchasing groceries for the kitchen. When David and Mary were buying a house, they were involved in _____ problem solving.

A)routine
B)extended
C)limited
D)regular

Question 45

Jamie decides to buy a laptop for himself.He inquires about different brands from his friends who already have laptops.He also puts up his hunt for the "right laptop" on Facebook, expecting reviews from friends who own laptops.Isaac, Jamie's friend who owned a particular laptop, told Jamie that the laptop had excellent features, and it was one of his best investments.He analyzes the responses and decides to buy the laptop Isaac has. Isaac shared his laptop experience with Jamie and influenced Jamie.This is an example of _____.

A)word of mouth
B)opinion leadership
C)reference group
D)hard-sell

Question 46

Amy is shopping by herself for a dress for an office holiday party.What is she influenced by as she makes her decision?

A)routine problem solving
B)Psychological influences
C)Social influences
D)Situational influences

Question 47

In the hierarchy of needs, self-preservation and physical well-being are examples of _____ needs.

A)safety
B)esteem
C)self-actualization
D)social

Question 48

When consumers use each of the five stages of the consumer purchase decision process in the purchase of a product, and spend considerable time and effort on external information search and in identifying and evaluating alternatives, they are engaging in _____ problem solving.

A)routine
B)limited
C)extended
D)situational

Question 49

Mac is planning to open a retail store, but wants his store to be different from others in the neighbourhood.He wants to focus his attention on the decor, music, and crowding in his store, which may alter how purchase decisions are made.These features are referred to as _____.

A)temporal effects
B)physical surroundings
C)social surroundings
D)purchase tasks

Question 50

Martha is interviewing some candidates for a job opening.She is looking at their _____, which refers to a person's character traits that influence behavioural responses.

A)motivation
B)self-actualization
C)personality
D)perception

Question 51

_____ is the energizing force that stimulates behaviour to satisfy a need.

A)Self-actualization
B)Antecedent state
C)Motivation
D)Cognitive dissonance

Question 52

Two colleagues discuss where to go for lunch.One says to the other, "It's noon, so most of the restaurants will be crowded.But the boss is out of town, so we could take an extra hour and relax a bit." Which situational influence does their conversation illustrate?

A)purchase task
B)social surroundings
C)physical surroundings
D)temporal effects

Question 53

_____ is the way people see themselves and the way they believe others see them.

A)Self-evaluation
B)Self-concept
C)Self-actualization
D)Individualized perception

Question 54

Many clothing retailers find that consumer who shop with friends tend to make more purchases than those who shop alone.This reflects

A)Psychological influences
B)Personal influences
C)Situational influences
D)Economic influences

Question 55

The ads for debit cards show people who need to make a purchase quickly, but are unable to do so because the retailer won't accept a cheque without several types of identification.Which situational influence is being used to show the benefits offered by the debit card?

A)antecedent states
B)social surroundings
C)physical surroundings
D)temporal effects

Question 56

_____ needs are concerned with love and friendship.

A)Physiological
B)Safety
C)Social
D)Esteem

Question 57

Jamie decides to buy a laptop for himself.He inquires about different brands from his friends who already have laptops.He also puts up his hunt for the "right laptop" on Facebook, expecting reviews from friends who own laptops.Isaac, Jamie's friend who owned a particular laptop, told Jamie that the laptop had excellent features, and it was one of his best investments.He analyzes the responses and decides to buy the laptop Isaac has. Which of the following has influenced Jamie's choice?

A)psychological influences
B)market influences
C)socio-cultural influences
D)situational influences

Question 58

Amy is buying a new laptop.She is interested in what her peers have to say about laptops.She has a ________ decision to make.

A)routine problem solving
B)psychological
C)social
D)situational

Question 59

Which of the following is true of extended problem solving?

A)It occurs when consumers recognize a problem, make a decision, and spend little effort seeking external information.
B)The purchase process in this type of problem solving is virtually a habit and typifies low-investment decision-making.
C)It is characterized by low consumer involvement but significant perceived differences among brands.
D)In this type of problem solving, the consumer spends considerable time and effort on external information search.

Question 60

John is interested in looking for a job that provides _____ needs, which are represented by the need for achievement, status, prestige, and self-respect.

A)physiological
B)safety
C)social
D)esteem

Question 61

A(n) _____ is the reward for satisfying a drive.

A)cue
B)reinforcement
C)motivation
D)response

Question 62

Interpreting information so that it is consistent with your attitudes and beliefs is called _____.

A)selective retention
B)selective comprehension
C)selective exposure
D)selective analysis

Question 63

Stella is offended by the brand name of a new product for women.She believes that the name is demeaning to women and that its use means the manufacturer is unsympathetic to women.The manufacturer had not realized this while naming the product.This is an example of _____.

A)selective retention
B)selective analysis
C)selective exposure
D)selective comprehension

Question 64

Clara is very particular about her purchases.She is not easily fooled by minor differences in packing that confuse other customers.Her ability to perceive differences among similar products is known as _____.

A)stimulus discrimination
B)stimulus generalization
C)reinforcement
D)behavioural learning

Question 65

The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be a negative consequence is referred to as _____.

A)a negative antecedent
B)perceived risk
C)temporal uncertainty
D)spatial uncertainty

Question 66

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

A)Motivation
B)Attitude formation
C)Reinforcement
D)Perception

Question 67

A _____ has occurred if what the consumer experiences upon responding to a stimulus is not pleasant.

A)negative cue
B)demotivator
C)negative reinforcement
D)negative response

Question 68

A(n) _____ is a stimulus or symbol that one perceives.

A)drive
B)cue
C)attitude
D)response

Question 69

Joan is hungry and sees an advertisement of a pizza put up on a store.She goes to the store and buys the pizza.In terms of behavioural learning, the taste of the food is a(n) _____.

A)achievement
B)drive
C)reinforcement
D)prestige

Question 70

Using the same brand name for different products is an application of the concept of _____ from behavioural learning theory.

A)selective comprehension
B)selective retention
C)stimulus generalization
D)stimulus discrimination

Question 71

Jane has a tendency to pay attention to messages consistent with her attitudes and beliefs and to ignore messages that are inconsistent with her own beliefs.This tendency is referred to as _____.

A)selective retention
B)selective comprehension
C)selective exposure
D)selective perception

Question 72

_____ refers to those behaviours that result from repeated experience and reasoning.

A)Psychosocial perception
B)Acculturation
C)Learning
D)Dynamic growth

Question 73

_____ means that consumers do not remember all the information they see, read, or hear even minutes after exposure to it.

A)Selective retention
B)Selective comprehension
C)Selective exposure
D)Selective perception

Question 74

A(n) _____ is the action taken to satisfy a drive.

A)cue
B)motivator
C)aptitude
D)response

Question 75

_____ learning is the process of developing automatic responses to a type of situation built up through repeated exposure to it.

A)Perceptual
B)Behavioural
C)Cognitive
D)Normative

Question 76

Charlie needs to purchase an automobile to drive to his new office in the suburbs.He begins to notice many car ads he had not noticed previously.This is an example of _____.

A)selective exposure
B)subliminal perception
C)retention
D)tuning out

Question 77

_____ occurs when a response brought about by one stimulus is made applicable to another stimulus.

A)Stimulus discrimination
B)Stimulus generalization
C)Reinforcement
D)Behavioural learning

Question 78

Betty contends that she can taste the difference between fat-free cheese and cheese with regular fat content.Betty exhibits _____.

A)routine response behaviour
B)selective retention
C)selective comprehension
D)stimulus discrimination

Question 79

Consumers learn without direct experience-through thinking.This is referred to as ______

A)cognitive learning
B)selective retention
C)selective comprehension
D)stimulus discrimination

Question 80

Retailers can reduce problems associated with selective retention by:

A)hiring well-known celebrities to sponsor their products.
B)using a more complex store layout.
C)providing brochures for consumers to take home.
D)adopting advertising campaigns that use bright colours and/or snappy background music.