Chapter 5 Consumer Markets and Consumer Buyer Behavior

1) ________ is never simple, yet understanding it is the essential task of marketing management.
A) Brand personality
B) Consumption pioneering
C) Early adoption
D) Consumer buying behavior
E) Understanding the difference between primary and secondary data

2) The consumer market is made up of which of the following?

A) individuals who acquire goods or services for personal consumption
B) households that purchase goods or services for personal consumption
C) businesses that purchase goods and services
D) A and B
E) all of the above

3) Economic, technological, and cultural forces are all ________ in the stimulus-response model
of buyer behavior.
A) buyer responses
B) stimuli
C) components of the buyer's decision process
D) buyer characteristics
E) buying attitudes

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4) Most large companies research ________ buying decisions to find out what they buy, where
they buy, how and how much they buy, when they buy, and why they buy.
A) market
B) permanent
C) consumer
D) social
E) group
5) The starting point of understanding a consumer's response to various marketing efforts is the
________ of a buyer's behavior.
A) belief
B) subculture
C) postpurchase feeling
D) stimulus-response model
E) postpurchase dissonance

6) Marketing stimuli consist of the four Ps. Which is NOT one of these?
A) product
B) politics
C) price
D) promotion
E) place

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7) The marketer wants to understand how the stimuli are changed into responses inside the
consumer's ________, which has two parts. First, the buyer's characteristics influence how he or
she perceives and reacts to the stimuli. Second, the buyer's decision process itself affects the
buyer's behavior.
A) culture
B) black box
C) belief
D) lifestyle
E) social class

8) In the model of buyer behavior, which of the following is NOT a major type of force or event
in the buyer's environment?
A) economic
B) technological
C) political
D) channel
E) cultural
9) ________ is(are) the most basic cause of a person's wants and behavior.
A) Culture
B) Brand personality
C) Cognitive dissonance
D) Societal factors
E) Selective perception

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10) Marketers are always trying to spot ________ in order to discover new products that might
be wanted.
A) lifestyles
B) cultural shifts
C) groups
D) dissonance
E) attitudes

11) Each culture contains smaller ________, or groups of people with shared value systems
based on common life experiences and situations.
A) alternative evaluations
B) cognitive dissonances
C) subcultures
D) motives
E) attitudes

12) Which of the following is NOT considered an important American subculture by marketers?
A) Hispanics
B) African Americans
C) mature consumers
D) opinion leaders
E) Asian Americans

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13) This group of consumers tends to buy more branded, higher-quality products. and to make
shopping a family event, with children having a big say in the purchase decision. In general, they
are very brand loyal, and they favor companies who show special interest in them.
A) Hispanic
B) African American
C) Asian
D) mature
E) gay and lesbian

14) ________, the fastest-growing U.S. demographic segment, now number more than 45
million.
A) African Americans
B) Hispanics
C) Asian Americans
D) Mature consumers
E) Gays and lesbians

15) Although more price-conscious than other segments, ________ consumers tend to be
strongly motivated by quality and selection. Brands are important. They enjoy shopping and are
more fashion conscious than other ethnic groups.
A) Hispanic
B) African American
C) mature
D) Asian
E) baby boomer

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16) ________, the most affluent American demographic subculture, now have more than $450
billion in annual spending power.
A) Hispanics
B) African Americans
C) Asian Americans
D) Gays and lesbians
E) Gen Xers

17) ________ are becoming a very attractive market: they are the ideal market for travel,
restaurants, high-tech home entertainment products, and convenient services
A) Hispanics
B) Asian Americans
C) Mature consumers
D) African Americans
E) Teenagers

18) Which of the following is NOT true of mature consumers?

A) The best strategy is to appeal to their active, multidimensional lives.
B) They are an ideal market for "do-it-for-me" services.
C) High-tech home entertainment products appeal to them.
D) They place more importance on brand names and are more brand loyal than members
of other age groups.
E) They are a good market for cosmetics and personal care products.

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19) ________ are society's relatively permanent and ordered divisions whose members share
similar values, interests, and behaviors.
A) Social classes
B) Cultures
C) Reference groups
D) Attitudes
E) Lifestyles
20) What is one way that social class is NOT measured?
A) occupation
B) education
C) income
D) number of children in the family
E) wealth

1. Applying ________, marketers can affect demand for a product by associating it with
strong drives, using motivating cues, and providing positive reinforcement.
A) subliminal advertising
B) social classes
C) learning theory
D) need recognition
E) cognitive dissonance

2. A(n) ________ is a descriptive thought that a person has about something.

A) lifestyle
B) motive
C) belief
D) attitude
E) perception
3. A(n) ________ is a person's relatively consistent evaluations, feelings, and tendencies
toward an object or idea.
A) lifestyle
B) motive
C) belief
D) attitude
E) perception

4. A person's attitudes fit into a pattern, and to change one attitude may require difficult
adjustments in many others. Thus, a company should ________ try to fit its products into
existing attitudes rather than attempt to change attitudes.
A) usually
B) not
C) once in a while
D) seldom
E) never

5. When consumers are highly involved with the purchase of an expensive product and they

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 perceive significant differences among brands, they most likely will undertake ________.
A) habitual buying behavior
B) complex buying behavior
C) reflective buying behavior
D) habitual buying behavior
E) variety-seeking buying behavior

6. Which of the following typically occurs with habitual buying behavior?

A) There is high consumer involvement.
B) There is strong brand loyalty.
C) Consumers search extensively for information.
D) Ad repetition creates brand conviction.
E) none of the above
7. When customers have a low involvement in a purchase but perceive significant brand
differences, they will most likely engage in ________.
A) complex buying behavior
B) dissonance-reducing buying behavior
C) habitual buying behavior
D) variety-seeking buying behavior
E) brand conviction buying behavior

8. After the purchase of a product, consumers will be either satisfied or dissatisfied and
engage in ________.
A) need recognition
B) alternative evaluation
C) postpurchase behavior
D) product expectations
E) information searches

9. Almost all major purchases result in ________, or discomfort caused by postpurchase

conflict.
A) need recognition
B) cognitive dissonance
C) purchase decisions
D) legitimization
E) dissatisfaction

10. Consumers learn about new products for the first time and make the decision to buy them
during the ________.
A) need recognition stage
B) adoption process
C) evaluation process
D) trial process
E) quality assessment
Which of the following is NOT one of the stages that customers go through in the process of
learning about and making decisions about a new product or service?

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A) awareness
B) interest
C) evaluation
D) culture
E) trial

11. Relative advantage, compatibility, complexity, divisibility, and communicability are all
examples of ________.
A) alternative evaluations
B) dissonance-reducing buying behaviors
C) product characteristics that influence rate of adoption
D) individual differences in innovation
E) postpurchase behaviors

12. Generation Xers, who were born between 1965 and 1976, share the childhood
experiences of higher parental divorce rates, recession, and corporate downsizing. They
tend to care about the environment and value experience over acquisition. Generation
Xers make up a ________.
A) subculture
B) social class
C) social network
D) life-cycle stage
E) lifestyle

13. According to one analyst, a Harley-Davidson motorcycle can make you feel like "the
toughest, baddest guy on the block." Harley-Davidson promotes its motorcycles with
images of independence, freedom, and power. Harley-Davidson has created a ________.
A) lifestyle
B) life-cycle stage
C) brand motivation
D) brand personality
E) brand self-image
14. Bob's job description had been changed. The rationale for the changes made no sense to
Bob when they were explained. Bob continued to perform most of his job duties as usual.
He has engaged in ________.
A) selective distortion
B) selective attitude
C) selective interpretation
D) selective attention
E) perceptual defense
15. Which of the following would a marketer be LEAST likely to do to encourage habitual
buying behavior?
A) dominate shelf space
B) run frequent reminder advertising
C) keep shelves fully stocked
D) stress several key points in ad copy

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E) focus on visual imagery and symbols in ad campaigns

16. Blake is in the process of buying a new car. He is highly involved in the purchase and
perceives significant differences among his three favorite models. Blake's next step is
most likely to be ________.
A) post purchase behavior
B) alternative evaluation
C) opinion leadership
D) cognitive dissonance
E) purchase decision

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