Ch. 6 Consumer Behavior

Question 0

Need Recognition

Answer 0

To go from actual, needy state to different, desired state

Question 1

Consumer Decision Process

Answer 1

Need Recognition
Info Search 
Alternative evaluation
Purchase
Post Purchase

Question 2

Functional Needs

Answer 2

Performance of a product or service

Question 3

Psychological Needs

Answer 3

Personal gratification consumers associate with a product and/or service

Question 4

Internal search for information

Answer 4

Buyer examines their own memory and knowledge about the product or service, gathered through past experiences

Question 5

External search for information

Answer 5

Buyer seeks information outside their personal knowledge base to help make buying decision

Question 6

Perceived Benefits vs. Perceived Costs of Search

Answer 6

A good amount of time and effort spent to search for information about a product or service

Question 7

Internal locus of control

Answer 7

Believe they have some control over the outcomes of their actions, generally engage in more search activities

Question 8

External locus of control

Answer 8

Consumers believe fate or other external factors control all outcomes

Question 9

Actual or Perceived Risk

Answer 9

Associated with purchase decisions can delay or discourage a purchase:

Performance
Financial
Social
Physiological
Psychological

Question 10

Performance Risk

Answer 10

Perceived danger inherent in a poorly performing product or service

Question 11

Financial Risk

Answer 11

Risk associated with monetary outlay and includes initial cost of the purchase and cost of using the item or service

Question 12

Social Risk

Answer 12

Fears consumers suffer when they worry others might not regard their purchases positively

Question 13

Physiological Risk or Safety Risk

Answer 13

Fear of actual harm if the product doesn’t perform properly

Question 14

Psychological Risk

Answer 14

Risk associated with how people will feel if the product or service doesn’t show the right image

Question 15

Attribute Sets

Answer 15

A consumers mind organizes and categorizes alternatives to aid their decision process

Question 16

Universal Sets

Answer 16

All possible choices for a product category > marketers focus only on a subset of choices

Question 17

Retrieval Sets

Answer 17

Brands or stores that you can remember

Question 18

Evoked Set

Answer 18

Alternative brands or stores considered when making a purchase decision

Question 19

Evaluative Criteria

Answer 19

Salient, or important, attributes about a particular product

Question 20

Determinant Attributes

Answer 20

Product or service features that are important to buyer and on which competing brands or stores perceive to differ

Question 21

Consumer Decision Rules

Answer 21

Set of criteria that consumers use consciously or subconsciously to quickly and efficiently select from among several alternatives

Question 22

Compensatory Decision Rule

Answer 22

Assumes the consumer, when thinking of alternatives, trade offs one characteristic against another
(good characteristics compensate for bad characteristics)

Question 23

Multi-attribute model

Answer 23

Allows the trade off between various factors into a consumers purchase decision

(Not formal process of making the purchasing decision)

Question 24

Noncompensatory Decision Rule

Answer 24

Choose a product or service based on one characteristic or subset of a characteristic, regardless of the values of other attributes

Question 25

Conversion Rate

Answer 25

Measures how well retailers have converted purchase intentions into purchases

Question 26

Postpurchase

Answer 26

Entails actual rather than potential customers

Question 27

Customer Satisfaction

Answer 27

Setting unrealistically high consumer expectations of product through advertising, personal selling, or other types of promotion may lead to higher initial sales, but eventually result in dissatisfaction in product fails to achieve high performance expectations

Question 28

Postpurchase Cognitive Dissonance

Answer 28

Internal conflict that's arises from inconsistency between two beliefs or behavior

Question 29

Customer Loyalty

Answer 29

Postpurchase stage of decision making process, marketers attempt to build loyal relationship with their customers

Question 30

Negative Word of Mouth

Answer 30

Consumers spread negative info about a product, service or store to others

Question 31

Motive

Answer 31

Need or want that's strong enough to cause the person to seek satisfaction

Question 32

Maslow's Hierarchy of Needs

Answer 32

``` Self-actualization (people engage in personal growth activities & attempt to meet their intellectual, aesthetic, creative etc. needs) Esteem (confidence, respect) Love (friendship, family) Safety (secure employment, health) Physiological (food, water, shelter) ```

Question 33

Physiological Needs

Answer 33

Basic biological necessities of life - food, drink, rest, shelter

Question 34

Safety Needs

Answer 34

Protection and physical well-being

Question 35

Love Needs

Answer 35

Our interactions with others

Question 36

Esteem Needs

Answer 36

Allows us to satisfy our inner desires

Question 37

Self-actualization

Answer 37

Feel completely satisfied w/ your life and how you live

Question 38

Attitude

Answer 38

Persons evaluation of their feelings about and behavioral tendencies toward an object or idea

Question 39

Cognitive Component

Answer 39

Person's belief system or what we believe to be true

Question 40

Affective Component

Answer 40

Emotions or what we feel about the issue at hand - like or dislike of something

Question 41

Behavioral Component

Answer 41

Actions we undertake based on what we know and feel

Question 42

Perception

Answer 42

We select, organize, and interpret info to form a meaningful picture of the world

Question 43

Learning

Answer 43

Change in persons thought process or behavior from experience and takes place throughout consumer decision process

Question 44

Lifestyle

Answer 44

The way consumers spend their time and money to live

Question 45

Social Factors

Answer 45

Family Reference Groups Culture

Question 46

Family

Answer 46

Many purchases are made that the entire family will consume or use

Question 47

Reference Groups

Answer 47

One or more persons an individual uses as a basis for comparison regarding beliefs, feelings, behaviors

Question 48

Culture

Answer 48

Shared meanings, beliefs, morals, values, and customs of a group of people

Question 49

Situational Factors

Answer 49

Factors specific to the situation, override, or influence, psychological and social issues

Question 50

Temporal State

Answer 50

State of mind at any particular time can alter our preconceived notions of what we are going to purchase

Question 51

Involvement

Answer 51

Consumers amount of interest in a product or service

Question 52

Extended Problem Solving

Answer 52

Customer perceives that the purchase decision entails a lot of risk

Question 53

Limited Problem Solving

Answer 53

Purchase decision that's takes a moderate amount of effort and time

Question 54

Impulse Buying

Answer 54

Buying decision made on spot when see merchandise

Question 55

Habitual Decision Making

Answer 55

Purchase decision that the consumer engage in a little conscious effort