Unit 3- Consumer Behavior

Question 0

what can companies analyze?

Answer 0

the environment
buyer response
(buyers black box)

Question 1

what is consumer behavior?

Answer 1

process consumer use to select, purchase, use and dispose of goods, services, ideas, or experiences to satisfy needs and wants

Question 2

what is the level of involvement in an extended problem solving? (buying a house)

Answer 2

High (important decision)

Question 3

what is the perceived risk in an extended problem solving?

Answer 3

High (expensive, complex product)

Question 4

what is the information processing of an extended problem solving?

Answer 4

careful processing of information

Question 5

what are the needed marketing actions for extended problem solving?

Answer 5

need to provide info via ads, brouchers, salespeople, and educate

Question 6

what is the level of involvement in a routine/habitual decision making?

Answer 6

its low (unimportant decision)

Question 7

what is the perceived risk of routine/habitual decision

Answer 7

low (simple-low cost product)

Question 8

what is the information processing for routine/habitual decision making?

Answer 8

response to environmental cues (store signage or displays)

Question 9

what are the needed marketing actions for routine/habitual decision making?

Answer 9

need environmental cues at the POS (point of sale)

Question 10

where does a decision making process start with?

Answer 10

need of recognition

Question 11

what is the need of recognition?

Answer 11

internal stimuli

external stimuli

Question 12

what is the second step of decision making process?

Answer 12

product info (info search) 
seeking value

Question 13

For searching product information..

Answer 13

you can use an internal search(previous experiences) or external search (personal, public, FF)

Question 14

What is the 3rd step of decision making process

Answer 14

product evaluation

Question 15

what is product evaluation

Answer 15

narrow choices & compare pros/cons

evaluate criteria and product characteristics

Question 16

what is the 4th step of decision making process

Answer 16

product choice

Question 17

what is product choice?

Answer 17

decisions
where to buy
when to buy
do not buy

Question 18

what is heuristics

Answer 18

rules of thumbs for a speedy decision such as price equals quality
county of origin
brand loyalty

Question 19

what is the 5th step in decision making process?

Answer 19

postpurchase evaluation

Question 20

what is postpurchase evaluation

Answer 20

consumer satisfaction/dissatisfaction after purchase of product

Question 21

what are the roles in consumer process?

Answer 21

initiator, influencer, decider, buyer, user

Question 22

what is initiator>

Answer 22

person first suggest the idea of buying product or service

Question 23

who is the influencer?

Answer 23

person whose advise influences the decision

Question 24

who is the decider

Answer 24

person who decides on any component of a buying decision | wherether to buy, what to buy, how to buy, or where to buy

Question 25

who is the buyer?

Answer 25

person who makes actual purchase

Question 26

who is the user

Answer 26

the person who uses the product or service

Question 27

what factors influence the consumers behavior?

Answer 27

situation factors societal factors personal factors psychological factors

Question 28

what are the situational factors

Answer 28

``` atmospherics social situation time reason mood ```

Question 29

what are the personal factors

Answer 29

personality self concept gender age lifestyle

Question 30

what are the psychological factors

Answer 30

motivation perception learning attitude

Question 31

what are the societal factors

Answer 31

culture subcultures social class reference group family

Question 32

how internet is affecting the traditional process

Answer 32

ZMOT (zero moment of truth)

Question 33

what is the ZMOT

Answer 33

you can use the internet to check the reviews of the product, by searching the product online

Question 34

what are the physcial environment (atomospherics)

Answer 34

decor, fixtures, section adjacencies, signage, smell overall ambiance

Question 35

what is the 6th step of a decision making process?

Answer 35

Disposal

Question 36

what is the family decision making process (Consumer Behavior)

Answer 36

information gatherers influencers decision makers purchasers

Question 37

what is evaluative criteria

Answer 37

product characteristics consumers use to compare competing alternatives objective attributes of a brand subjective factors

Question 38

what are the consumer situational factors

Answer 38

``` store location physical factors crowding social situation time mood reason for purchase ```

Question 39

what are some examples of the atmospherics

Answer 39

store layout, music played, lighting, temperature, smell

Question 40

what are the consumer social situation

Answer 40

need to impress, obligation, expected behavior = compelled purchase (circumstances in which consumers may find themselves)

Question 41

whats the consumer time situation

Answer 41

the right product at the right time in the right place

Question 42

how do companies use different measures to get buyers in the shopping mood

Answer 42

introduce mid priced brands | study customers loyalty cards

Question 43

what is selective attention

Answer 43

filters out irrelevant information

Question 44

what is selective retention

Answer 44

forgetting information that contradicts beliefs

Question 45

what is selective distortion

Answer 45

misrepresentation of intended message

Question 46

what is shock advertising

Answer 46

surprising stimuli that can increase retention

Question 47

what is subliminal advertisting

Answer 47

stealthily embedded messages in the media

Question 48

what are reference groups

Answer 48

groups a consumer identifies with and may want to join | movie idols and professional athletes

Question 49

what are opinion leaders

Answer 49

people with expertise in certain areas | trusted publicly known figures

Question 50

whats the family influence on buying behavior

Answer 50

family (big determinant in buying behavior, children follow their parents behavior) children (influence household purchases, nag their parents for certain products) risk (advertising to children, may alienate parents)

Question 51

what is routine response behavior

Answer 51

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