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d.
extended and routinized.
e.
perceptive and selective.
58. A customer shopping for a fax machine tells a salesperson that it is important for the fax machine to have several
attributes. It must use plain paper, be able to make copies, be compatible with all other fax machines, and not require a
separate phone line. The buyer has expressed his or her
a.
framing characteristics.
b.
service characteristics.
c.
consideration set.
d.
evaluative criteria.
e.
information search criteria.
59. All of the following are marketer-dominated sources of information except
a.
salespeople.
b.
advertising.
c.
packaging.
d.
friends.
e.
displays.
60. During the evaluation of alternatives stage of the consumer buying decision process, framing most likely influences the
decision process of ____ buyers.
a.
younger
b.
older
c.
wealthier
d.
veteran
e.
inexperienced
61. After doing considerable shopping, Eric has just decided what brand and type of athletic shoes to buy and where he's
going to buy them. In what stage of the consumer buying decision process is Eric?
a.
Problem recognition
b.
Information search
c.
Evaluation of alternatives
d.
Purchase
e.
Postpurchase evaluation
62. Claire is beginning to wonder if she has made the right decision about purchasing a new HP Laptop after she sees a
friend with a new Dell. Claire’s doubt whether she made the right decision occurs during the ___________ of the buying
decision process.
a.
cognitive dissonance phase.
b.
purchase phase.
c.
evaluation of alternatives phase.
d.
information search phase.
e.
postpurchase evaluation phase.
63. After purchasing a new Lexus, Brandon sees an Infinity pass by on the street and begins to wonder if he made the
right choice. Brandon is experiencing
a.
problem recognition.
b.
cognitive dissonance.
c.
internal search.
d.
alternative evaluation.
e.
framing.
64. After purchasing a product, postpurchase evaluation may result in cognitive dissonance. Cognitive dissonance is
a.
the congruence between external and internal searches for product information.
b.
a function of the manner in which the manufacturer of the product describes its attributes.
c.
dissatisfaction with the purchase.
d.
the establishment of criteria for comparing products.
e.
doubts that occur because the buyer questions whether the decision to purchase the product was right.
65. The three major categories of influences on the consumer buying decision process are:
a.
situational influences, demographic influences, and psychological influences.
b.
social influences, situational influences, and marketer-dominated influences.
c.
demographic influences, situational influences, and marketer-dominated influences.
d.
situational influences, social influences, and psychological influences.
e.
marketer-dominated influences, psychological influences, and person-specific influences.
66. The five categories of situational influences are:
a.
product involvement level, physical surroundings, social surroundings, time perspective, and purchase reason.
b.
antecedent states, physical surroundings, social surroundings, time perspective, and space dimensions.
c.
social surroundings, physical surroundings, time pressures, purchase reason, and lifestyles.
d.
purchase reason, time perspective, social surroundings, physical surroundings, and buyer's momentary mood.
e.
store atmosphere, location, aromas, sounds, and lighting.
67. Grant Turner makes an appointment to visit with a new dermatologist in town because of a recent bad sunburn. When
he arrives at the dermatologist's office, Grant notices a foul odor in the air, worn floor coverings, cluttered rooms that have
paint peeling from the walls, and poor lighting. However, the other patients in the waiting room were talking about how
much they liked the doctor. While Grant viewed the dermatologist as competent, Grant decided not to visit him again even
though the dermatologist recommended a follow-up. Which situational influences are most likely to have affected Grant's
decision?
a.
Social surroundings
b.
Momentary mood
c.
Antecedent states
d.
Purchase reasons
e.
Physical surroundings
68. Jessie is out with a group of friends this evening for dinner at a local restaurant and then a movie. While the service at
the restaurant was slow, and the food just ok, Jessie still had a great time and left with a positive opinion of the restaurant
experience. Jessie’s experience was likely influenced by ____.
a.
Physical surroundings
b.
Social surroundings
c.
Purchase reasons
d.
Buyer's momentary mood and condition
e.
Pressures created by time factors
69. The primary psychological influences on consumer behavior are:
a.
perception, motives, learning, attitudes, personality, and lifestyles.
b.
attitudes, perception, retention, exposure, roles, and lifestyles.
c.
attitudes, perception, social class, culture, and learning.
d.
perception, motives, reference groups, social class, and personality.
e.
lifestyles, personality, perception, motives, attitudes, and culture.
70. Perception is a three-step process that involves
a.
motivation, personality, and attitudes.
b.
classifying, recording, and eliminating information received through the senses.
c.
collecting, eliminating, and organizing information inputs.
d.
selecting, organizing, and interpreting information inputs.
e.
anticipating, classifying, and discarding information inputs.
71. In the process of perception, individuals receive sensations through sight, sound, taste, smell, and hearing. These
sensations are called
a.
selective inputs.
b.
olfactory receptors.
c.
information inputs.
d.
perceptual motives.
e.
psychological influences.
72. Selective exposure refers to
a.
targeting only certain parts of the total market.
b.
admitting only certain inputs into consciousness.
c.
the circumstances or conditions that exist when a consumer is making a purchase decision.
d.
the process of selecting, organizing, and interpreting information inputs to produce meaning.
e.
remembering inputs that support personal feelings and beliefs and forgetting those that do not.
73. As Brianna walks to classes, she selects, organizes, and interprets the sensations she is receiving through her sense
organs. Brianna is experiencing the process of
a.
exposure.
b.
motivation.
c.
learning.
d.
attitude formation.
e.
perception.
74. Antonio is in the market for a new car. He believes that lately there have been more car ads than usual on TV. The
need Antonio has is most likely driving which of the following phenomena?
a.
perception.
b.
selective exposure.
c.
selective distortion.
d.
cognitive dissonance.
e.
selective retention.
75. Mario and his friend have been talking about their love of Bose headphones and speakers. Mario’s friend mentions a
consumer report that he read the week before that stated Bose products had higher prices but lower quality than in
previous years. Mario thought to himself that perhaps his friend had misread the report, because Bose had always been the
best. This perceptual process is known as selective
a.
exposure.
b.
distortion.
c.
retention.
d.
information.
e.
organization.
76. After certain inputs have been selected to reach an individual's awareness, the next step in the perceptual process is
perceptual
a.
organization.
b.
attention.
c.
retention.
d.
interpretation.
e.
redefinition.
77. Monique reads through her emails containing advertisements for sweaters from H&M, purses from JC Penney, and
tennis shoes from Foot Locker. Later while at the mall, she remembers only the shoe ad, thanks to the recent tear in her
own Reeboks. Monique has engaged in selective
a.
distortion.
b.
exposure.
c.
analysis.
d.
retention.
e.
organization.
78. When organizing perceptual inputs, people tend to mentally fill in missing elements in a pattern or statement. This
principle is called
a.
interpretation.
b.
completion.
c.
distortion.
d.
closure.
e.
linking.
79. Assignment of meaning to organized information inputs is called
a.
motivation.
b.
redefinition.
c.
learning.
d.
interpretation.
e.
selection.
80. A salesperson at Best Buy tells Donovan that the Sony Notebook is one of the most reliable computer notebooks ever
made. Donovan, however, has just heard about a second Sony recall for this model because of overheating. If Donovan
engages in selective distortion, his most likely response will be to
a.
buy the Sony.
b.
forget the information from the salesperson.
c.
ignore the recall as a fluke.
d.
focus on positive aspects of the Sony.
e.
cease shopping for a computer notebook at this time.
81. Consumers tend to remember information inputs that support their feelings and beliefs and forget inputs that do not.
This is known as selective
a.
exposure.
b.
distortion.
c.
retention.
d.
information.
e.
organization.
82. Which of the following statements about how a consumer organizes inputs that reach awareness is most accurate?
a.
Inputs are organized by individuals to produce meaning, and this organizational process is usually a slow one.
b.
Organization of information inputs is not always needed to produce meaning.
c.
Inputs that reach awareness are organized and interpreted in much the same way by all consumers.
d.
Because a person interprets information in terms of what is familiar, only one interpretation of organized
inputs is possible.
e.
Inputs that reach awareness are organized to produce meaning, and this meaning is interpreted in light of what
is familiar to the individual.
83. Buyers' actions are affected by one or more internal energizing forces geared toward satisfying needs, which are called
a.
motives.
b.
lifestyles.
c.
perceptions.
d.
attitudes.
e.
traits.
84. Maslow's hierarchy of needs refers to the five levels of needs that humans seek to satisfy, from most to least basic to
survival. These needs, in order from most to least basic to survival are
a.
psychological, physiological, safety, social, and esteem.
b.
physiological, safety, esteem, social, and self-actualization.
c.
physiological, psychological, safety, social, and esteem.
d.
physiological, safety, social, and esteem, self-actualization.
e.
physiological, esteem, safety, self-actualization, and psychological.
85. According to Maslow's hierarchy of needs,
a.
individuals simultaneously try to satisfy all five levels of needs.
b.
self-actualization needs are the most important needs to be met for most individuals.
c.
individuals first address needs at the top of the pyramid and then move down to the lower level needs.
d.
levels of needs are different for everyone, and we all try to satisfy them in a different order.
e.
individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.
86. Shortly after moving into their new home, Mark and Katherine Gould purchase and install smoke detectors and an
alarm system. The Goulds are concerned about fulfilling their need for
a.
survival.
b.
safety.
c.
self-actualization.
d.
esteem.
e.
belonging.
87. Jana now feels that her teeth are not white enough after seeing advertisements for whitening toothpaste. Marketers
promote these brands based on ____ needs, appealing to sex appeal.
a.
physiological
b.
esteem
c.
self-actualization
d.
psychological
e.
social
88. People's needs to grow, develop, and achieve their full potential are referred to by Maslow as ____ needs.
a.
ego
b.
esteem
c.
self-actualization
d.
social
e.
safety
89. The U.S. Army recruits soldiers based on the slogan, "Army Strong," implying that people can reach their full
personal potential in the U.S. Army. This is an appeal to what need according to Maslow's hierarchy of needs?
a.
Safety
b.
Esteem
c.
Self-actualization
d.
Physiological
e.
Social
90. 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.
91. 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
92. 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.
personality.
e.
motivation.
93. Marketers often provide consumers with free samples, sometimes coupled with coupons, to help them gain experience
with their products and facilitate consumer
a.
patronage motives.
b.
attitudes.
c.
perception.
d.
distortion.
e.
learning.
94. An attitude is
a.
an internal trait that makes a person unique.
b.
a set of actions that a person in a particular position is supposed to perform.
c.
a competence in performing activities.
d.
a person's behavior caused by information and experience.
e.
one's evaluation, feelings, and behavioral tendencies toward an object or idea.
95. 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.
motive
b.
consideration set
c.
cognition
d.
attitude
e.
self-concept
96. Cognitive, affective, and behavioral are the three major components of
a.
self-concept.
b.
motives.
c.
lifestyles.
d.
consumer socialization.
e.
attitudes.
97. What consumer research method is a means of measuring consumer attitudes by gauging the intensity of individuals’
reactions to adjectives, phrases, or sentences about an object?
a.
Projective specification
b.
Patronage clarification
c.
Group interview
d.
Attitude scale
e.
Depth interview
98. 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.
social needs.
b.
learning processes.
c.
patronage motives.
d.
product attitudes.
e.
retailer attitudes.
99. 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.
100. 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.
101. The results of many studies have been inconclusive regarding the association between buyer behavior and
a.
personality.
b.
perception.
c.
motives.
d.
social class.
e.
learning.
102. Hereditary characteristics combined with personal experiences that together make an individual unique form one's
a.
self-concept.
b.
attitudes.
c.
lifestyle.
d.
personality.
e.
role.
103. The development of a person's self-concept is a function of
a.
learning.
b.
psychological and social factors.
c.
reference groups and opinion leaders.
d.
roles and family influences.
e.
subcultures.
104. 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.
personality.
d.
attitudes.
e.
role.
105. 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.
motivational influences.
b.
social influences.
c.
roles.
d.
personality influences.
e.
cultural influences.
106. 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.
personality.
b.
role.
c.
motives.
d.
beliefs.
e.
lifestyle.
107. The forces that other people exert on one's buying behavior are called social influences. These come from reference
groups and opinion leaders, social classes, culture and subcultures, roles, and
a.
ethnic heritage.
b.
personality.
c.
attitudes.
d.
perception.
e.
family.
108. Shaun is going 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.
consumer development.
b.
attitude development.
c.
purchasing evaluation.
d.
consumer socialization.
e.
consumer attitude.
109. Children often achieve ____ by observing parents and older siblings in purchase situations and then through their
own purchase experiences.
a.
consumer socialization
b.
personality
c.
role identification
d.
social class
e.
attitude formation
110. 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.
personality.
b.
a reference group.
c.
a consideration set.
d.
a knowledge base.
e.
a role conflict.
111. 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.
family, peer group, and media.
112. Marketers who attempt to use reference-group influence in advertisements are most likely to succeed when messages
indicate that
a.
people in a specific group buy the product and are highly satisfied by it.
b.
reference groups should be of little concern to the consumer.
c.
reference groups are "in" and everyone should belong to at least one.
d.
all products and brands are influenced by reference groups.
e.
people in a specific group have tried the product and dislike it.
113. 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.
114. Which one of the following is most likely to be a product for which both the purchasing decision and the brand
decision are strongly influenced by reference groups?
a.
Canned peaches
b.
Instant coffee
c.
Jeans
d.
Furniture
e.
Soap
