ADM 2320 > Chapter 4 > Flashcards

Chapter 4 Flashcards

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1
Q

Consumer behaviour focuses on _____

A

Understanding how consumers make decisions about buying products and services.

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2
Q

The founding principle of consumer behaviour is _____

A

Listening to and learning from customers.

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3
Q

Firms must understand consumer _____ to develop effective marketing strategies.

A

Needs.

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4
Q

The first step in the consumer decision process is _____

A

Need recognition.

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5
Q

Need recognition occurs when _____

A

Consumers realize they have an unsatisfied need and want to go from their actual state to a desired state.

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6
Q

Functional needs are _____

A

Needs that fulfill a practical or utilitarian purpose.

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7
Q

Psychological needs are _____

A

Needs that fulfill personal gratification or emotional desires.

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8
Q

The second step in the consumer decision process is _____

A

Information search.

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9
Q

An internal search for information relies on _____

A

Personal memory and past experiences.

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10
Q

An external search for information relies on _____

A

Outside sources such as advertisements, reviews, or recommendations.

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11
Q

The key question during an information search is _____

A

Whether the time and effort are worth it to search for information.

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12
Q

A person with an internal locus of control believes _____

A

They have control over outcomes and therefore engage in more search activity.

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13
Q

A person with an external locus of control believes _____

A

External factors or fate control outcomes, so they search less.

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14
Q

Actual risk refers to _____

A

The real potential for negative consequences associated with a purchase.

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15
Q

Perceived risk refers to _____

A

The belief or perception of risk, regardless of its actual level.

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16
Q

The third step in the consumer decision process is _____

A

Alternative evaluation.

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17
Q

Evaluative criteria are _____

A

Important attributes used to compare alternative products or brands.

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18
Q

Determinant attributes are _____

A

Product features that are important to the buyer and differentiate brands.

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19
Q

A retrieval set consists of _____

A

Brands or stores readily brought to mind from memory.

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20
Q

An evoked set consists of _____

A

Brands or stores a consumer would actually consider buying from.

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21
Q

A compensatory decision rule means _____

A

Good attributes can compensate for bad ones when evaluating alternatives.

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22
Q

A non-compensatory decision rule means _____

A

A product is rejected if it fails to meet one key criterion, regardless of other strengths.

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23
Q

Decision heuristics are _____

A

Mental shortcuts used to simplify purchase decisions.

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24
Q

Examples of decision heuristics include _____

A

Price, brand, and product presentation.

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25
The fourth step in the consumer decision process is _____
Purchase decision.
26
Purchase and consumption occur when _____
Consumers are ready to buy and complete the transaction.
27
Firms can increase purchase likelihood by _____
Making checkout easy, reducing wait times, and ensuring stock availability.
28
The fifth step in the consumer decision process is _____
Postpurchase.
29
Postpurchase behaviour involves _____
Evaluating satisfaction, dealing with dissonance, and forming loyalty.
30
Cognitive dissonance refers to _____
Buyers’ remorse or discomfort after making a purchase decision.
31
To ensure postpurchase satisfaction, marketers should _____
Offer warranties, money-back guarantees, and proper product instructions.
32
Building unrealistic expectations leads to _____
Postpurchase dissatisfaction.
33
Customer loyalty develops when _____
Consumers consistently repurchase from the same marketer or brand.
34
Loyal customers tend to _____
Ignore competitors and repeatedly buy from one brand.
35
Undesirable consumer behaviour includes _____
Negative word-of-mouth and spreading rumours.
36
Negative word-of-mouth can spread rapidly due to _____
The Internet and social media.
37
Marketers should respond to negative word-of-mouth by _____
Addressing complaints quickly and publicly.
38
Physiological needs represent _____
Basic necessities such as food, water, and shelter.
39
An ad like Subway’s that promotes healthy eating addresses _____
Physiological needs.
40
Psychological motives refer to _____
Inner drives that prompt consumers to take action.
41
Attitude in consumer behaviour refers to _____
An individual’s overall evaluation or feeling toward an object or idea.
42
The affective component of attitude relates to _____
Emotions and feelings toward an object.
43
The behavioural component of attitude relates to _____
The actions or intentions toward an object.
44
Perception in marketing refers to _____
How individuals select, organize, and interpret information.
45
Culture and upbringing influence _____
An individual’s perception and interpretation of marketing messages.
46
Learning affects consumer behaviour by _____
Shaping attitudes and perceptions through experience.
47
The Greenhouse case shows how _____
Local, organic, and sustainable values influence consumer loyalty.
48
Greenhouse differentiates itself by _____
Using organic ingredients and reusable glass packaging.
49
Family is an important social factor because _____
Family members act as decision-makers and influencers in buying.
50
Reference groups include _____
Family, friends, co-workers, and celebrities that influence buying behaviour.
51
Reference groups provide consumers with _____
Information, rewards, and a sense of self-image.
52
Culture in consumer behaviour refers to _____
Shared meanings, beliefs, morals, and customs within a group.
53
Cultural understanding helps marketers _____
Tailor products and messages to cultural values and norms.
54
Halal meat products are an example of _____
Adapting marketing to meet specific cultural needs.
55
Situational factors influence decisions because _____
The situation or context changes the consumer’s choice.
56
An example of a situational factor is _____
Buying jewellery for yourself vs. as a gift affects where and how you shop.
57
Store atmospherics refer to _____
The physical environment and sensory elements used to influence shoppers.
58
Involvement refers to _____
The consumer’s degree of interest and importance placed on a purchase decision.
59
Extended problem solving occurs when _____
The purchase decision involves significant risk and effort (e.g., fashion items).
60
Limited problem solving occurs when _____
The purchase decision is familiar and requires little effort (e.g., grocery items).
61
Habitual decision making refers to _____
Buying the same brand repeatedly with minimal thought.
62
Impulse buying is defined as _____
An unplanned, spontaneous purchase decision.
63
The type of buying decision that requires the least time and effort is _____
Habitual decision making.
64
High involvement purchases are associated with _____
Extended problem solving.
65
Low involvement purchases are associated with _____
Habitual or impulse buying.
66
Situational, psychological, and social factors all influence _____
Consumer buying decisions.
67
Postpurchase behaviour helps marketers because _____
It provides feedback to improve products and retain customers.
68
A positive postpurchase experience can lead to _____
Customer satisfaction and loyalty.
69
A negative postpurchase experience can lead to _____
Returns, complaints, and negative word-of-mouth.
70
The consumer decision process includes _____ steps.
Five steps: need recognition, information search, evaluation, purchase, postpurchase.
71
Consumer feedback helps firms _____
Refine their products and improve future offerings.
72
Consumer motivation is often explained by _____
Maslow’s hierarchy of needs.
73
Maslow’s hierarchy includes levels such as _____
Physiological, safety, love/belonging, esteem, and self-actualization.
74
Attitudes are _____
Learned, long-lasting evaluations that can change with experience.
75
Learning is influenced by _____
Past experiences and social interactions.
76
A positive perception of a brand can _____
Increase purchase likelihood.
77
Marketers aim to influence perception through _____
Branding, design, and advertising cues.
78
Social media can enhance or damage a brand’s image through _____
Consumer-generated content and reviews.
79
The consumer decision process model helps marketers _____
Predict and influence consumer behaviour at each stage.
ADM 2320
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