81. People’s needs to grow, develop, and achieve their full potential are referred to by Maslow as _____ needs.
a. self-realization
b. esteem
c. self-actualization
d. social
e. safety
82. The U.S. Army recruits soldiers based on the slogan, “An army of one,” implying that people can reach their full
personalpotentialintheU.S.Army.InaccordancewithMaslow’shierarchyofneeds,thisisanappealtothe
_____ needs.
a. safety
b. esteem
c. self-actualization
d. physiological
e. social
Chapter 6 – Consumer Buying Behavior
83. Psychological influences that determine where a person purchases products on a regular basis are called:
a. convenience responses.
b. patronage motives.
c. shopping motives.
d. pattern responses.
e. routine decisions.
84. Luis likes shopping at Stein Mart, a discount department store, because he likes the prices, products, and services
the store provides. His selection of this store as a regular stop when shopping is influenced by _____ motives.
a. self-concept
b. self-image
c. projective
d. depth
e. patronage
Chapter 6 – Consumer Buying Behavior
85. Salina is shopping for low-calorie frozen dinners to take to work for lunch. Salina has always been mindful of the
total calories and the number of fat grams in these dinners. However, after reading an article about the high sodium
counts in frozen meals and the maximum grams of sodium a woman should eat daily, she now pays attention to the
sodium as well. ThechangesinSalina’sthoughtprocessesandbehaviorcausedbythisinformationiscalled:
a. learning.
b. attitude formation.
c. patronage motives.
d. self-actualization needs.
e. selective distortion.
86. Marketers often provide consumers with information of their products, including free samples and trial offers, to
facilitate consumer:
a. patronage motives.
b. attitudes.
c. self-concept.
d. distortion.
e. learning.
Chapter 6 – Consumer Buying Behavior
87. Which of the following best defines attitude?
a. The objective and subjective product characteristics that are important to a buyer.
b. A set of actions that a person in a particular position is supposed to perform.
c. A competence in performing activities.
d. A sensation received through sight, taste, hearing, smell, and touch.
e. One’s evaluation, feelings, and behavioral tendencies toward an object or idea.
88. Having used both Secret and Sure deodorants, Annette feels that Secret is a good product and the one that best
meets her needs. She has formed a(n) _____ about Secret.
a. impression
b. consideration set
c. cognition
d. attitude
e. self-concept
Chapter 6 – Consumer Buying Behavior
89. Cognitive, affective, and behavioral are the three major components of:
a. self-concept.
b. motives.
c. selective retention.
d. consumer socialization.
e. attitudes.
90. Which of the following consumer research methods consists of a series of adjectives, phrases, or sentences
regarding an object, with subjects indicating the intensity of their feelings toward this object by reacting to these
adjectives, phrases, or sentences?
a. Projective specification
b. Patronage clarification
c. Group interview
d. Attitude scale
e. Depth interview
Chapter 6 – Consumer Buying Behavior
91. Melanie prefers to shop at Target for most of her household needs even though the same products and brands are
available at Kmart. She prefers the service, location, and friendliness of the employees at Target. Melanie’s reasons
that influence her decision to shop at Target are called:
a. self-actualization needs.
b. learning processes.
c. patronage motives.
d. product attitudes.
e. retailer attitudes.
92. An attitude scale measures the:
a. strength of a buyer’s need for a product.
b. buyer’s level of information about a product.
c. amount of experience the buyer has had with the product.
d. intensity of a buyer’s feelings toward a certain object.
e. intensity of a buyer’s desire for the product.
Chapter 6 – Consumer Buying Behavior
93. Changing people’s attitudes toward a firm and its marketing program is:
a. simple when advertisements are used.
b. impossible, even if the firm uses advertisements.
c. a long, expensive, and difficult task that may require extensive advertising campaigns.
d. unnecessary, since consumer attitudes are of little importance.
e. rarely attempted through the use of marketing practice.
94. Hereditarycharacteristicscombinedwithpersonalexperiencesthattogethermakeanindividualunique,formone’s:
a. self-concept.
b. patronage motive.
c. physiological need.
d. personality.
e. lifestyle.
Chapter 6 – Consumer Buying Behavior
95. Shane spends most of his free time participating in extreme sports and traveling to exotic locations with a group of
close friends who share his interests and opinions about most things. This is a description of Shane’s:
a. self-concept.
b. lifestyle.
c. physiological need.
d. patronage motive.
e. role.
96. A consumer’s buying decisions are affected in part by the people around him or her. Such people and the forces
they exert on an individual buyer are called:
a. patronage motives.
b. social influences.
c. physiological needs.
d. personality influences.
e. self-actualization needs.
Chapter 6 – Consumer Buying Behavior
97. Carla is a prosecuting attorney for the city of Cleveland. She is also vice president for the local parent/teacher
organizationandacoachforherdaughter’ssoccerteam.The actions and activities associated with each of these
positionsconstituteCarla’s:
a. physiological needs.
b. role.
c. patronage motives.
d. beliefs.
e. safety needs.
98. Shaun is shopping with his dad to buy his first baseball glove for Little League. He listens to his dad talk to the
salesperson at the sporting goods store, watches him examine the stitching in the glove and then rub his finger over
the leather palm. Shaun’s observations are part of his:
a. patronage motives.
b. attitude development.
c. purchasing evaluation.
d. consumer socialization.
e. consumer attitude.
Chapter 6 – Consumer Buying Behavior
99. Children often achieve _____ by observing parents and older siblings in purchase situations and then through their
own purchase experiences.
a. consumer socialization
b. patronage motives
c. role conflict
d. cognitive dissonance
e. selective distortion
100. Jennifer is interested in joining Kappa Lambda Iota sorority. She begins to shop at Sarah’s, a local store where the
Kappas buy their clothes. She also asks her family for a new car because all the sorority members have new cars.
In these instances, Jennifer is influenced by:
a. a patronage motive.
b. a reference group.
c. a consideration set.
d. a knowledge base.
e. a role conflict.
Chapter 6 – Consumer Buying Behavior
101. The three major types of reference groups are:
a. membership, aspirational, and advocacy.
b. advocacy, avoidance, and approach.
c. aspirational, disassociative, and membership.
d. actual, implied, and desired.
e. autonomic, syncretic, and disassociative.
102. Stuart’slittlebrotherKylejoinedtheBoyScoutsrecently.Stuart notices that in addition to wearing the Boy Scout
uniform, Kyle has been better about keeping his everyday clothes neat and clean, has been searching online for
campinggear,andhasbecomeinterestedin“green”products.Stuart believes that the Boy Scouts are now a
reference group for Kyle because he:
a. has taken on many of the values, attitudes, or behaviors of group members.
b. became a formal member of the group.
c. became familiar with the group’s activities.
d. looked for information from members of the group regarding buying decisions.
e. cannot control his involvement with the group.
Chapter 6 – Consumer Buying Behavior
103. Which of the following statements regarding social class is true?
a. Within a social class, income remains the same among all members.
b. Thecriteriausedtogrouppeopleintosocialclasses’remainsthesameinallsocieties.
c. A social class is an open aggregate of people with similar social ranking.
d. Asocialclasshasnoinfluenceonpeople’ssavingandcreditpractices.
e. Within a social class, spending habits remain the same among all members.
Scenario 6.1
Use the following to answer the questions.
Consumers use information from many sources when making purchasing decisions, including information from
friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this,
Kate has asked several of her friends and family members where they have their cars repaired, since she has
experienced a problem starting her car when the weather is cold. Kate has heard that Skola’s Auto Repair has
reasonable prices, but it can be difficult to get an appointment. Steve,oneofKate’sfriends,hadaverypoor
experience with Skola’s. However, once he complained to them, they fixed the situation and now he prefers their
auto repair shop over others.
104. Refer to Scenario 6.1. The type of decision making behavior that Kate is expressing to select an auto repair shop
would be:
a. enduring involvement.
b. extended decision making.
c. routinized response behavior.
d. perceptual mapping.
e. limited decision making.
Chapter 6 – Consumer Buying Behavior
105. Refer to Scenario 6.1. One of the dissatisfied customers of Skola’s Auto Repair told his friend about his experience.
The friend has been a long-time Skola’s customer and the next day, didn’t remember what he told her. This is an
example of:
a. perceptive perception.
b. selective exposure.
c. selective distortion.
d. receptive exposure.
e. selective retention.
106. Refer to Scenario 6.1. The change in Steve’s behavior toward Skola’s Auto Repair, caused by the company’s
response to his complaint, is a function of:
a. perception.
b. motivation.
c. attitudes.
d. learning.
e. influence.
Chapter 6 – Consumer Buying Behavior
107. Refer to Scenario 6.1. Positive feelings generated by satisfaction with Skola’s response will become part of Steve’s:
a. consideration set.
b. motives.
c. selective retention.
d. response.
e. attitude.
Chapter 6 – Consumer Buying Behavior
Scenario 6.2
Use the following to answer the questions.
Both the Racer and the Strider were very popular choices for family vans. Racer noticed that the majority of its
customers were families with 3 or more children, and so they developed commercials that featured larger families.
They also produced commercials that featured Hispanic-looking actors and for some markets, in Spanish. Alicia
Desario and her husband were currently shopping for a van for their family. As Alicia listened to an advertisement
on the television about the Strider, she noticed that the Strider cost about $27,000 and had gas mileage of about 17
mpg. She recalled an earlier ad for the Racer, which also cost about $27,000, but had gas mileage of about 21 mpg.
She also liked the way the family was portrayed in the Racer ad, showing the children in the back seats having
plenty of room, watching the DVD players, and having their own sound controls. When she spoke to Carlos, her
husband, about how much she liked the Racer van, he replied that it had too low of gas mileage at only 16 mpg.
Since Alicia didn’t agree with that number, he produced a magazine ad that supported his claim of the 16 mpg for
the Racer. Alicia couldn’t believe that she had made such an error in hearing what the gas mileage was for the
Racer and the Strider.
108. Refer to Scenario 6.2. Since Alicia and Carlos were using gas mileage as one of their assessment criteria, they are
most likely in the _____ phase of the consumer buying process.
a. problem recognition
b. external search
c. evaluation of alternatives
d. purchase
e. post-purchase
Chapter 6 – Consumer Buying Behavior
109. Refer to Scenario 6.2. The fact that Alicia had remembered the gas mileage of the Racer incorrectly is most likely
an example of:
a. selective expression.
b. selective retention.
c. perceptual extension.
d. perceptual bias.
e. selective distortion.
110. Refer to Scenario 6.2. Carlos’ knowledge of the correct gas mileage is an example of the _____ component(s) of
his attitude toward the Racer.
a. cognitive
b. behavioral
c. affective
d. affective and cognitive
e. behavioral and affective
Chapter 6 – Consumer Buying Behavior
111. RefertoScenario6.2.Racer’sproductionofcommercialsthatfeaturedHispanicactorsandtheSpanishlanguage
is an example of marketing to:
a. cultural self-concepts.
b. social classes.
c. subcultures.
d. roles.
e. social strata.
112. A consumer market consists of buyers intending to use the product with the main purpose of making a profit.
a. True
b. False
113. Buying behavior refers to the decision processes and acts of people involved in buying and using products.
a. True
b. False
Chapter 6 – Consumer Buying Behavior
114. The actual act of purchase is the second stage of the consumer buying decision process.
a. True
b. False
115. Once initiated, the consumer buying decision process always leads to a purchase.
a. True
b. False
116. Problem recognition speed can vary from rapid to slow.
a. True
b. False
Chapter 6 – Consumer Buying Behavior
117. An information search, once completed, should identify for the buyer the one brand that he or she views as the best
alternative.
a. True
b. False
118. When evaluating the alternatives, the buyer rates and eventually ranks the brands in the consideration set.
a. True
b. False
119. The evaluative criteria are objective but not subjective product characteristics that are important to a specific buyer
when purchasing a product.
a. True
b. False
Chapter 6 – Consumer Buying Behavior
120. A marketer’s use of framing can make a product characteristic seem more important to a consumer and can
facilitate its recall from memory.
a. True
b. False
121. During the evaluation of alternatives stage of the consumer buying decision process, the buyer selects the seller
from whom he or she will purchase the product.
a. True
b. False
122. The terms of sale are negotiated during the evaluation of alternatives stage of the consumer decision-making
process.
a. True
b. False
Chapter 6 – Consumer Buying Behavior