Chapter 3: Consumer behavior

Question 1

Consumer behavior

Answer 1

study of when, where, and how people buy things and then dispose of them.

Question 2

search advertisting

Answer 2

ads that appear on the Web pages you pull up after doing an online search.

Question 3

Stages in the Buying Process

Answer 3

1. need recognition, 2. search for product info, 3. product evaluation, 4. product choice and purchase, 5. postpurchase use and evaluation, 6. disposal of the product

Question 4

evaluative criteria

Answer 4

certain characteristics that are important to you (price, size, number, color, compartments, etc.)

Question 5

Postpurchase dissonance

Answer 5

“buyer’s remorse”; situation in which consumers rethink their decisions after purchasing products and wonder if they made the best decision.

Question 6

planned obsolescence

Answer 6

deliberate effort by companies to make their products obsolete, or unusable, after a period of time

Question 7

impulse buying

Answer 7

purchasing a product with no planning or forethought

Question 8

low-involvement products

Answer 8

products that carry a low risk of failure and/or have a low price tag for a specific individual or group making the decision

Question 9

routine response behavior

Answer 9

when consumers make automatic purchase decisions based on limited information or information they have gathered in the past

Question 10

high-involvement products

Answer 10

carry a high risk to buyers if they fail, are complex, or have high price tags

Question 11

extended problem solving

Answer 11

purchasing decisions in which a consumer gathers a significant amount of information before making a decision

Question 12

limited problem solving

Answer 12

consumer already has some information about a good or service but continues to search for a bit more information

Question 13

atmospherics

Answer 13

physical aspects of the selling environment retailers try to control

Question 14

personality

Answer 14

describes a person’s disposition as other people see it

Question 15

Big Five Traits

Answer 15

Openness - how open you are to new experiences.
Conscientiousness: how diligent you are.
Extraversion: how outgoing or shy you are.
Agreeableness: how easy you are to get along with.
Neuroticism: how prone you are to negative mental states.

Question 16

self-concept

Answer 16

how you see yourself

Question 17

ideal self

Answer 17

how you would like to see yourself

Question 18

chronological age

Answer 18

actual age in years

Question 19

cognitive age

Answer 19

how old you perceive yourself to be

Question 20

psychographics

Answer 20

combines the lifestyle traits of consumers (single/married, wealthy/poor, well-educated/high-school dropout) and their personality styles with an analysis of their attitudes, activities, and values to determine groups of consumers with similar characteristics.

Question 21

motivation

Answer 21

inward drive we have to get what we need

Question 22

perception

Answer 22

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

Question 23

selective perception

Answer 23

process of filtering out information based on how relevant it is to you

Question 24

selective retention

Answer 24

process whereby a person retains information based on how well it matches their values and beliefs.

Question 25

shock advertising

Answer 25

advertising designed to startle people so as to get their attention.

Question 26

subliminal advertising

Answer 26

advertising that is not apparent to consumers but is thought to be perceived subconsciously by them.

Question 27

learning

Answer 27

refers to the process by which consumers change their behavior after they gain information or experience with a product

Question 28

operant conditioning

Answer 28

type of behavior that’s repeated when it’s rewarded.

Question 29

attitudes

Answer 29

“mental positions” or emotional feelings people have about products, services, companies, ideas, issues, or institutions

Question 30

culture

Answer 30

refers to the shared beliefs, customs, behaviors, and attitudes that characterize a society

Question 31

subculture

Answer 31

group of people within a culture who differ from the dominant culture but have something in common with one another.

Question 32

social class

Answer 32

group of people who have the same social, economic, or educational status in society.

Question 33

reference groups

Answer 33

groups a consumer identifies with and wants to join.

Question 34

opinion leaders

Answer 34

people with expertise in certain areas.