Chapter 04 Test Bank
1. The study of individuals, groups, or organizations and the processes they use to select, secure, use, and dispose of products,
services, experiences, or ideas to satisfy needs is known as
A. market development.
B. cognitive dissonance.
2. Compare the following definitions and select the one that accurately describes consumer behavior.
A. factors that serve as an interface between the consumer and his or her decision-making process
B. the five stages a consumer goes through to decide which product or service to buy
3. Which of the following represents B2B marketing?
A. a high school club selling water bottles at a football game
B. a store owner buying the fall clothing line for his store
4. The selling of goods and services to end-user customers is referred to as
5. Which of the following is the focal point of all marketing efforts?
6. Daniel Kahneman’s mode of thought referred to as System 1 can be described as
7. Which of the following is an example of a System 2 way of thinking?
8. Janie buys a pack of gum each time she is at the checkout line in the grocery store. This is an example of what type of
decision making?
9. The five stages most consumers go through when engaged in extended problem solving is called the
10. The first stage in the consumer decision-making process is
11. Marketers must realize that the consumer is unlikely to engage in any of the subsequent steps of the buying process if he or
she
A. is not a savvy consumer.
B. is unaware of how the decision process works.
12. A consumer searching for information will create a list of brands or products that he or she will evaluate as options for the
solution of a particular problem. This list is referred to as
13. In the consumer decision-making process, searches for information fall into which two main categories?
14. Which of the following scenarios would most likely require an extensive external search for information?
15. Which of the following has led to the growth of search-engine marketing?
16. The attributes a consumer considers important about a certain product are referred to as
A. product standards.
B. the information set.
17. When evaluating choices, a consumer who asks the question How do I feel about it? is using which evaluative criteria
choice?
18. Which type of purchase occurs due to retailers’ prompts to consumers while consumers are in the store?
A. habitual purchases
B. planned purchases
19. Trevor went to the store to get a new pair of running shoes but the store was temporarily out of the brand he normally buys.
What is the term for this situation?
20. How does the ability to pay for a purchase on credit affect the buying situation?
A. Buying things on credit links the consumption experience with the payment for that same purchase.
B. Paying with credit activates the pain centers of the brain in a negative way.
21. You finally decided to purchase an e-reader and selected the Amazon Kindle. After returning home, you see an
advertisement for the Barnes and Noble Nook and now are wondering if you made the right decision. This is an example of
22. Warren opened a new computer store in town. When customers purchase a computer from his store, they automatically
receive an extended warranty, free in-home installation, access to Warren’s 24-hour technical support team, and in-store
software training classes. By offering all these things, Warren is most likely trying to
A. encourage an internal information search.
B. increase a new customer’s cognitive dissonance.
23. Cognitive dissonance occurs during which stage of the consumer decision-making process?
24. The broad set of knowledge, beliefs, laws, morals, customs, and any other capabilities or habits acquired by humans as
members of society is referred to as
A. perception.
B. norms.
25. What are norms?
A. the positive or negative evaluations that occur without conscious awareness toward an attitude object
B. the psychological processes by which people select, organize, and interpret sensory information to form a meaningful picture
of the world
26. At the national level, the most pervasive difference in culture relates to
27. Which subculture self-selects on the basis of a shared commitment to a particular product class, brand, or consumption
activity?
28. Country-of-origin effects are the
A. determinations used to classify a society as either individualistic or collectivist.
B. misplaced beliefs that members of one society are superior to another.
29. According to your text, which of the following is one of the greatest influences on consumer behavior?
30. The distinct family-related phases that an individual progresses through over the course of his or her life are called the
31. Which of the following is likely to be the final stage in an individual’s family life cycle?
32. A membership reference group is defined as
33. Sal has heard a lot about his town’s country club. He heard it has a great golf course, tennis courts, and dining room. In
addition, many of Sal’s business partners belong to the club. Although he doesn’t have the money to join the club now, Sal
hopes to be able to in the future. What type of reference group would the country club be for Sal?
A. an unattainable reference group
B. a dissociative reference group
34. The people that an individual would not like to be like make up his or her
A. isolation reference group.
B. exclusive reference group.
35. Individuals who exert an unequal amount of influence on the decisions of others because they are considered
knowledgeable about particular products are called
36. The set of distinctive characteristics that lead an individual to respond in a consistent way to certain situations is referred to
as that individual‘s
37. A person’s typical way of life as expressed by his or her activities, interests, and opinions is referred to as
A. values.
B. culture.
38. A person’s belief that a specific behavior is socially or personally preferable to another behavior reflects that person’s
39. Which of the following is the best example of how one’s personal value system influences his or her buying behavior?
40. Attitudes, perception, learning, and motivation are all ______ processes that can influence consumer behavior.
41. The perception process begins when a consumer
42. The tendency to interpret information in a way that fits our preconceptions is a process known as
43. The use of sensation and perception to influence consumer preferences and choice is the idea behind
04–15
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 04-04 Describe the individual differences that influence consumer behavior.
Topic: Psychological Influences
44. Which of the following is not one of the need levels in Maslow’s hierarchy of needs?
45. In Maslow’s hierarchy of needs, what need must be satisfied first before a person will seek to satisfy any other need?
46. According to Maslow’s hierarchy of needs, companies that offer home security systems or products focused on accident or
disability insurance, are seeking to meet which level of need?
47. Which level of Maslow’s hierarchy of needs deals with friendship, family, and sexual intimacy?
A. safety
B. esteem
48. The need all humans have to be respected by others as well as by themselves is referred to as
49. Higher esteem needs include the need for self-respect, self-confidence, and
50. The top level in Maslow’s hierarchy of needs is
A. esteem.
B. physiological.
51. The U.S. Army slogan Be All You Can Be appeals to which level of Maslow’s hierarchy of needs?
52. The ABC model regarding attitudes is comprised of which three components?
53. Which dimension of attitudes is made up of feelings or emotional reactions to the attitude object?
54. If a person responds toward an attitude object based on his or her past experiences that person is exhibiting which
dimension of attitudes?
55. Influencing the cognitive component of someone’s attitude depends upon altering that person’s
56. Which of the following statements regarding the concept of learning is not true?
A. Reinforcement of the learning process occurs when the response reduces the need.
B. Almost all consumer behavior is learned.
57. Marketers can capitalize on consumer learning by designing marketing strategies that
58. Factors like time and involvement that serve as an interface between consumers and their decision-making process are
______ influences.
59. How consumers make choices is influenced by the personal, financial, and social significance of the decision being made, in
other words, their level of
A. cognitive dissonance.
B. perception.
60. Which of the following sets of characteristics is representative of a low-involvement purchase?
61. Which of the following is most likely a low-involvement purchase?