exam 2 Flashcards
____ ____ is the decision processes and actions of people involved in buying and using products
buying behavior
____ ____ ____ is the decision processes and purchasing activities of people who purchase products for personal or household use and not for business purposes
consumer buying behavior
____ ____ ____ is the decision processes and purchasing activities or people and/or organization who purchase products for use in production of other products
business buying behavior
____, ____, and ____ all begin to formulate consumer attitudes
product, price, place
Product, Price, Place, and Promotion & Positioning all influence the ____ process
buying
Promotion & Positioning frame these attitudes and lead to how consumers ____ when they purchase a product or service
behave
The ____ ____ ____ ____ is a five-stage purchase decision process affected by Situational influences, Psychological influences, and Social influences
Consumer Buying Decision process
Consumer Buying Decision process steps
- problem recognition
- information search
- evaluation of alternatives
- purchase
- postpurchase evaluation
____ ____ occurs when a buyer becomes aware of a difference between a desired state and an actual condition
Problem recognition
____ ____ is an information search in which buyers search their memories and or experiences for information about products that might solve their problem
internal search
____ ____ is an information search in which buyers seek information from sources other than their memories
external search
____ ____ is a group of brands within a product category that a buyer views as alternatives for a possible purchase
consideration set
____ ____ are objective and subjective product characteristics that are important to a buyer
evaluative criteria
Successive sets
- Total set
- Awareness set
- Consideration set
- Choice set
- Decision (purchase)
A ____ is when a consumer chooses to buy the product or brand by evaluating alternatives
purchase
Buyers choose the ____ as well as the product
seller/retailer
____ ____ ____ is an individual’s degree of interest in and experience with a product and the importance of the product for that person
level of involvement
real estate, high-end electronics, and automobiles are examples of ____-involvement products
high
grocery or drug store items (convenience, CPG) are examples of ____-involvement products
low
____ ____ is ongoing long-term interest in a product, brand or product category
enduring involvement
____ ____ is temporary and dynamic and results from a particular set of circumstances
situational involvement
Factors influencing level of involvement
- Product category
- Loyalty to a specific brand
- Interest in a specific advertisement
- Interest in a specific medium
- Certain decisions and behaviors
- Perceived risk of purchase
____ ____ ____ is a consumer problem-solving process used when buying frequently purchased, low-cost items that require very little search-and-decision effort
routinized response behavior
____ ____ ____ is a consumer-problem solving process used when purchasing products occasionally or needing information about an unfamiliar brand in a familiar product category
limited decision making
____ ____ ____ is a consumer problem-solving process employed when purchasing unfamiliar, expensive, or infrequently bought products
extended decision making
____ ____ is an unplanned buying behavior resulting from a powerful urge to buy something immediately
impulse buying
____-____ ____ is when after a purchase, the buyer evaluates the product and is either satisfied or dissatisfied.
Post-purchase evaluation
____ ____ is when a buyer doubts shortly after a purchase about whether the decision was the right one
cognitive dissonance
____ ____ result from circumstances, time, and location that affect the consumer buying decision process
situational influences
Classification of situational factors
- Physical surroundings
- Social surroundings
- Time perspective
- Reason for purchase
- Buyer’s momentary mood and condition
Examples of ____ ____ are location, store atmosphere, scents, sounds, lighting, weather
physical surroundings
____ ____ are characteristics and interactions of others present during purchase decision
social surroundings
____ ____ is the time to progress through buying decision process, frequency of product use, product life, time of day
time perspective
what the purchase should accomplish and for whom is the ____ ____ ____
reason for purchase
Examples of a ____ ____ ____ ____ ____ are emotions, fatigue, illness, cash on hand
buyer’s momentary mood and condition
____ ____ partly determine people’s general behavior and influence their behavior as consumers
psychological influences
____ is the process of selecting, organizing, and interpreting information to form a personal opinion
perception
____ ____ are sensations received through sight, taste, hearing, smell, and touch
information inputs
____ ____ is changing or twisting information based on previous beliefs
selective exposure
____ ____ is the influence which establishments where a customer frequently purchases
patronage motives
A ____ is an internal energizing force that directs a person’s activities toward satisfying needs or achieving goals
motive
____ ____ ____ ____ describes how humans seek to satisfy five levels of needs from most to least basic to survival
Maslow’s hierarchy of needs
Maslow’s Hierarchy of Needs
- Physiological needs
- Safety needs
- Social needs
- Esteem needs
- Self-actualization needs
____ is changes in thought processes and behavior caused by information and experience
learning
____ is enduring (lasting) evaluation of feelings and behavioral tendencies toward an object or idea (product or service)
attitude
____ is internal traits and behavioral tendencies resulting in consistent patterns of behavior in certain situations
personality
____ ____ is perception or view of oneself
self concept
____ is an individual’s pattern of living expressed through activities, interests, and opinions influenced by:
- consumers’ product needs
- brand preferences
- choice of media
- how and where an individual shops
lifestyle
____ ____ are forces other people exert on one’s buying behavior
social influences
____ are actions and activities performed based on expectations of the individual and surrounding persons
roles
____ ____ is acquiring the knowledge and skills to function as a consumer; often from family influence
consumer socialization
____ ____ is a group that a person identifies with so strongly that he or she adopts the values, attitudes, and behavior or group members (cults)
reference group
____ ____ are individuals, organizations, or groups that purchase a specific kind of product for:
- resale
- direct use in producing other products
- use in general daily operations
- but NOT directly to consumers or for consumer use
business markets
B2B Marketing compared to Consumer marketing:
- much smaller target markets
- more technical
- significant influence on other products
- more informed, sophisticated buyers who value relationships
categories of business markets are ____, ____, ____, ____
producer, reseller, government, institutional
____ ____ are companies who purchase products to produce other products or using them in their operations
producer markets
chemical plants are part of a ____ ____ because they produce products that organizations purchase to use as ingredients in the production of other products
producer market
____ ____ are intermediaries who buy finished goods and resell them for a profit (in the supply chain)
reseller markets
____ ____ are federal, state, county, or local governments that buy goods and services to support their internal operations and provide products to their constituencies
government markets
____ ____ are organizations with charitable, educational, community, or other non-business goals
institutional markets
dimensions of marketing to business customers
- transaction characteristics
- customer attributes
- customers’ primary concerns
- methods of buying
- types of purchases
____ ____ are large orders, expensive items, extended negotiations, reciprocity
transaction characteristics
____ ____ are detailed information, technical specifications, partnerships
customer attributes
____ ____ ____ are price, quality, service, supplier relationships
customers’ primary concerns
____ ____ ____ are description, inspection, sampling, negotiation
methods of buying
____ ____ ____ are new task, straight rebuy, modified rebuy
types of purchases
____ is an arrangement unique to business marketing in which two organizations agree to buy from each other
reciprocity
____ influences operating costs and costs of goods sold
price
____ ____ & ____ is where firms establish standards for products and buy them on the basis of specifications
product quality & performance