Chapter 6

Question 1

Buying behavior

Answer 1

the decision processes and actions of people involved in buying and using products

Question 2

Consumer buying behavior

Answer 2

the decision processes and purchasing activities of ultimate consumers, those people who purchase products for personal or household use and not for business purposes

Question 3

Consumer buying decision process

Answer 3

5 step process

Question 4

Step 1 of consumer buying

Answer 4

problem recognition stage

Question 5

Problem recognition stage

Answer 5

occurs when the buyer becomes aware of a difference between a desired state and an actual condition
-function and psychological needs
-can be rapid or slow
-some people are unaware of problems or needs

Question 6

2nd stage in the consumer buying process

Answer 6

Information search stage

Question 7

Information search stage

Answer 7

-after regonizing the problem, they seek out product information

Question 8

Internal search

Answer 8

buyers search their memories for info about products that might solve their problems

Question 9

External search

Answer 9

when an internal search is not sufficient, consumers seek additional info from outside sources

Question 10

Factors affecting search

Answer 10

-perceived benefits vs percieved costs (is it worth the time and effort to search for info?)
-the locus of control
-actual or percieved risk

Question 11

The locus of control

Answer 11

indicated how much control people think they have over the outcomes of various activities

Question 12

Actual or perceived risks associated with purchase decisions

Answer 12

-performance risk
-financial risk
-social risk
-physiological risk or safety risk
-psychological risk

Question 13

Retrieval

Answer 13

subset of the universal set which are those brands or stores that can be readily brought forth from memory

Question 14

Evoked

Answer 14

which comprises the alternative brands or stores the consumer states he or she would consider when making a purchase decision

Question 15

Evaluation criteria

Answer 15

objective and subjective product characteristics that are important to the buyer

Question 16

Consumer decision rules

Answer 16

are a set of criteria that consumers use consciously or subconsciously to select among several alternatives quickly and efficiently (compensatory and non-compensatory)

Question 17

Impulse products

Answer 17

products that are purchased without planning

Question 18

nudge

Answer 18

one element that alters behavior in a predictable way

Question 19

Defaults

Answer 19

deals with “no action” condition by imposing a choice on a person who fails to make a decision or does not actively opt for a different alternative

Question 20

3rd stage of consumer buying

Answer 20

evaluating alternatives

Question 21

4th stage of consumer buying

Answer 21

purchase stage
-choose the seller
-increase conversion rate

Question 22

5th stage of consumer buying

Answer 22

post-purchase evaluation
-cognitive dissonance
-customer loyalty

Question 23

Cognitive dissonance

Answer 23

a buyer’s doubts shortly after a purchase about whether the decision was the right one; often occurs after expensive, high-involvement purchases

Question 24

3 major components of attitude

Answer 24

-cognitive
-affective (feelings and emotions)
-behavioral (actions regarding the object or idea)

Question 25

VALS T Survey

Answer 25

framework that links personality with consumers’ lifestyles; divides people into 8 types of consumers

Question 26

Temporal state

Answer 26

depending on the time of day, mood swings

Question 27

High-involvement

Answer 27

visible to others and expensive, as well as issues of high importance

Question 28

Low-involvement

Answer 28

tend to be less expensive and have less associated social risk

Question 29

Extended problem-solving

Answer 29

involves no conscious planning; a powerful urge to buy something immediately

Question 30

Limited problem-solving

Answer 30

used when buying frequently purchased low-cost items that require very little search-and-decision efforts

Question 31

Maslow’s Hierarchy of Needs (bottom to top)

Answer 31

-physiological needs
-safety needs
-social needs
-esteem needs
-self-ectualization needs