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 people who purchase products for personal or household use and not for business purposes

Question 3

Learning Objective 6-1
Recognize the stages of the consumer buying decision process.

Answer 3

• Problem Recognition
• Information Search
• Evaluation of Alternatives
• Purchase
• Postpurchase Evaluation

Question 4

consumer buying decision process

Answer 4

A five-stage purchase decision process that includes problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation

Question 5

internal search

Answer 5

An information search in which buyers search their memories for information about products that might solve their problem

Question 6

external search

Answer 6

An information search in which buyers seek information from sources other than their memories

Question 7

consideration set

Answer 7

A group of brands within a product category that a buyer views as alternatives for possible purchase

Question 8

evaluative criteria

Answer 8

Objective and subjective product characteristics that are important to a buyer

Question 9

cognitive dissonance

Answer 9

A buyer’s doubts shortly after a purchase about whether the decision was the right one

Question 10

Learning Objective 6-2
Classify the types of consumer decision making and the level of involvement.

Answer 10

routinized response behavior, limited decision making, and extended decision making
enduring involvement and situational involvement

Question 11

routinized response behavior

Answer 11

A consumer problem-solving process used when buying frequently purchased, low-cost items that require very little search-and-decision effort

Question 12

limited decision making

Answer 12

A consumer problem-solving process used when purchasing products occasionally or needing information about an unfamiliar brand in a familiar product category

Question 13

extended decision making

Answer 13

A consumer problem-solving process employed when purchasing unfamiliar, expensive, or infrequently bought products

Question 14

Impulse buying

Answer 14

An unplanned buying behavior resulting from a powerful urge to buy something immediately

Question 15

level of involvement

Answer 15

An individual’s degree of interest in a product and the importance of the product for that person

Question 16

Learning Objective 6-3
Explain how situational influences may affect the consumer buying decision process.

Answer 16

Situational factors can be classified into five categories: physical surroundings, social surroundings, time perspective, reason for purchase, and the buyer’s momentary mood and condition.

Question 17

Situational influences

Answer 17

Influences that result from circumstances, time, and location that affect the consumer buying decision process

Question 18

Learning Objective 6-4
Identify the psychological influences that may affect the consumer buying decision process.

Answer 18

• Perception
• Motivation
• Learning
• Attitudes
• Personality and Self-Concept
• Lifestyles

Question 19

Psychological influences

Answer 19

Factors that in part determine people’s general behavior, thus influencing their behavior as consumers

Question 20

Perception

Answer 20

The process of selecting, organizing, and interpreting information inputs to produce meaning

Question 21

Information inputs

Answer 21

Sensations received through sight, taste, hearing, smell, and touch

Question 22

selective exposure

Answer 22

The process by which some inputs are selected to reach awareness and others are not

Question 23

Selective distortion

Answer 23

An individual’s changing or twisting of information that is inconsistent with personal feelings or beliefs

Question 24

selective retention

Answer 24

Remembering information inputs that support personal feelings and beliefs and forgetting inputs that do not

Question 25

Motivation

Answer 25

The inner driving forces or reasons behind an individual’s actions and behaviors

Question 26

Maslow’s hierarchy of needs

Answer 26

The five levels of needs that humans seek to satisfy, from most to least important

Question 27

Learning

Answer 27

Changes in an individual’s thought processes and behavior caused by information and experience

Question 28

attitude

Answer 28

An individual’s enduring evaluation of feelings about and behavioral tendencies toward an object or idea

Question 29

attitude scale

Answer 29

A means of measuring consumer attitudes by gauging the intensity of individuals’ reactions to adjectives, phrases, or sentences about an object

Question 30

Personality

Answer 30

A set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations

Question 31

Self-concept

Answer 31

A perception or view of oneself

Question 32

lifestyle

Answer 32

An individual’s pattern of living expressed through activities, interests, and opinions

Question 33

Learning Objective 6-5 Describe the social influences that may affect the consumer buying decision process.

Answer 33

- Roles - Family Influences - Reference Groups - Digital Influences - Opinion Leaders - Social Classes - Culture and Subcultures

Question 34

social influences

Answer 34

The forces other people exert on one’s buying behavior

Question 35

roles

Answer 35

Actions and activities that a person in a particular position is supposed to perform based on expectations of the individual and surrounding persons

Question 36

Consumer socialization

Answer 36

The process through which a person acquires the knowledge and skills to function as a consumer

Question 37

reference group

Answer 37

A group that a person identifies with so strongly that he or she adopts the values, attitudes, and behavior of group members, regardless of group membership

Question 38

opinion leader

Answer 38

A member of an informal group who provides information about a specific topic to other group members

Question 39

social class

Answer 39

An open group of individuals with similar social rank

Question 40

Culture

Answer 40

The accumulation of values, knowledge, beliefs, customs, objects, and concepts that a society uses to cope with its environment and passes on to future generations

Question 41

subculture

Answer 41

A group of individuals whose characteristics, values, and behavioral patterns are similar within the group and different from those of people in the surrounding culture

Question 42

Learning Objective 6-6 Discuss consumer misbehavior.

Answer 42

Therefore, we will define consumer misbehavior as behavior that violates generally accepted norms of a particular society.