1. Compare and contrast the three major influences on the consumer’s decision-making processes.

ANSWER: The consumer buying decision process can be affected by numerous influences, which are
categorized as situational, psychological, and social. Situational influences result from
circumstances, time, and location that affect the consumer buying decision process.
Situational factors can influence the buyer during any stage of the consumer buying decision
process and may cause the individual to shorten, lengthen, or terminate the process.
Situational factors can be classified into five categories: physical surroundings, social
surroundings, time perspective, reason for purchase, and the buyer’s momentary mood and
condition. Psychological influences partly determine people’s general behavior and thus
influence their behavior as consumers. Primary psychological influences on consumer
behavior are perception, motives, learning, attitudes, personality and self-concept, and
lifestyles. Even though these psychological factors operate internally, they are affected
strongly by external social forces. Forces that other people exert on buying behavior are
called social influences. They are divided into five major groups: roles, family, reference
groups and opinion leaders, social classes, and culture and subcultures.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

2. How does the level of involvement affect the type of consumer decision-making process that a person uses?
ANSWER: A major determinant of the type of decision making process employed depends on the
customer’s level of involvement. High-importance issues, such as health care, are also
associated with high levels of involvement. Low-involvement products are much less
expensive and have less associated social risk, such as grocery or drugstore items. A person’s
interest in a product or product category that is ongoing and long-term is referred to as
enduring involvement. Most consumers have an enduring involvement with only a very few
activities or items—these are the product categories in which they have the most interest.
Many consumers, for instance, have an enduring involvement with Apple products, a brand
that inspires loyalty and trust. In contrast, situational involvement is temporary and dynamic
and results from a particular set of circumstances, such as the sudden need to buy a new
bathroom faucet after the current one starts leaking and will not stop.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Comprehension

3. Discuss cognitive dissonance as it relates to post purchase evaluation and describe how marketers can reduce cognitive
dissonance in a consumer who has just purchased an expensive product.
ANSWER: Cognitive dissonance is the doubts in the buyer’s mind about whether purchasing the product
was the right decision. Marketers sometimes attempt to reduce cognitive dissonance by
having salespeople call or e-mail recent customers to make sure they are satisfied with their
new purchases. Salespeople may send recent buyers results of studies demonstrating that
other consumers are very satisfied with the brand.
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

4. Why is it important for marketers to recognize the stages that a consumer goes through in making a purchase decision?
ANSWER: It is important for marketers to understand the buying behavior of consumer’s for several
reasons. First, customers’ overall opinions and attitudes toward a firm’s products have a great
impact on the firm’s success. Second, the marketing concept stresses that a firm should create
a marketing mix that meets customers’ needs. To find out what satisfies consumers,
marketers must examine the main influences on what, where, when, and how they buy. Third,
by gaining a deeper understanding of the factors that affect buying behavior, marketers are
better positioned to predict how consumers will respond to marketing strategies.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Comprehension

5. Identify and describe the five major categories of situational influences.

ANSWER: Situational factors can be classified into five categories: physical surroundings, social
surroundings, time perspective, reason for purchase, and the buyer’s momentary mood and
condition. Physical surroundings include location, store atmosphere, scents, sounds, lighting,
weather, and other factors in the physical environment in which the decision making process
occurs. Social surroundings include characteristics and interactions of others who are present
during a purchase decision, such as friends, relatives, salespeople, and other customers. The
time dimension influences the buying decision process in several ways. It takes varying
amounts of time to progress through the steps of the buying decision process, including
learning about, searching for, purchasing, and using a product. Time also plays a role when
consumers consider the frequency of product use, the length of time required to use it, and
the overall product life. The reason for purchase involves what the product purchase should
accomplish and for whom. The buyer’s moods like anger, anxiety, or contentment or
conditions like fatigue, illness, or having cash on hand may also affect the consumer buying
decision process. Such moods or conditions are momentary and occur immediately before the
situation where a buying decision will be made.
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

6. In what ways can situational influences affect the consumer buying decision process?
ANSWER: The buyer’s moods like anger, anxiety, or contentment; or conditions like fatigue, illness, or
having cash on hand can affect the consumer buying decision process. Such moods or
 conditions are momentary and occur immediately before the situation where a buying
decision will be made. They can affect a person’s ability and desire to search for or receive
information, or seek and evaluate alternatives. Moods can also significantly influence a
consumer’s post purchase evaluation. If a person is happy immediately after purchase, he
may be more likely to attribute the mood to the product and will judge it favorably.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

7. Discuss how perceptual processes may influence the consumer buying decision process.
ANSWER: A consumer's perceptual process may influence the consumer buying decision process in
many ways. First, a consumer's perceptual process may operate such that a seller's
information never reaches the target. For example, a buyer may entirely block out and not
notice an advertisement in a magazine. Second, a buyer may receive information but perceive
it differently than was intended, as occurs in selective distortion. For instance, when a
toothpaste producer advertises that "35 percent of the people who use this toothpaste have
fewer cavities," a customer could infer that 65 percent of users have more cavities. Third, a
buyer who perceives information inputs to be inconsistent with prior beliefs is likely to forget
the information quickly, as is the case with selective retention.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

8. What is Maslow's hierarchy of needs? How does it apply to the consumer buying decision process?
ANSWER: Abraham Maslow, an American psychologist, conceived a theory of motivation based on a
hierarchy of needs. According to Maslow, humans seek to satisfy five levels of needs, from
most to least basic to survival. This pyramid is known as Maslow’s hierarchy of needs. The
five levels in Maslow’s hierarchy of needs are physiological needs, safety needs, social
needs, esteem needs, and self-actualization needs.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

9. Why are consumer attitudes an important issue for marketers to study? Can attitudes be changed easily by marketers?
Explain.
ANSWER: Consumer attitudes toward a company and its products greatly influence success or failure of
the firm’s marketing strategy. When consumers have strong, negative attitudes toward one or
 more aspects of a firm’s marketing practices, they may not only stop using its products but
also urge relatives and friends to do likewise. Because attitudes play an important part in
determining consumer behavior, marketers should regularly measure consumer attitudes
toward prices, package designs, brand names, advertisements, salespeople, repair services,
store locations, features of existing or proposed products, and social responsibility efforts.
When marketers determine that a significant number of consumers have negative attitudes
toward an aspect of a marketing mix, they may try to change those attitudes. This task is
generally lengthy, expensive, and difficult and can require extensive promotional efforts. To
alter responses so that more consumers purchase a certain brand, a firm might launch an
information-focused campaign to change the cognitive component of a consumer’s attitude,
or a persuasive (emotional) campaign to influence the affective component. Distributing free
samples might help change the behavioral component.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

10. In what ways does an individual's personality affect his or her buying behavior?
ANSWER: Personality is a set of internal traits and distinct behavioral tendencies that result in consistent
patterns of behavior in certain situations. An individual’s personality is a unique combination
of hereditary characteristics and personal experiences. Personalities typically are described as
having one or more characteristics, such as compulsiveness, ambition, gregariousness,
dogmatism, authoritarianism, introversion, extroversion, and competitiveness. The weak
association between personality and buying behavior can be the result of unreliable measures
to study the link between the two, rather than a true lack of a relationship.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

11. Discuss how reference groups and opinion leaders influence purchase behavior.
ANSWER: A reference group is a group, either large or small, with which a person identifies so strongly
that he or she adopts the values, attitudes, and behavior of group members. Reference groups
can affect whether a person does or does not buy a product at all, buys a type of product
within a product category, or buys a specific brand. The extent to which a reference group
affects a purchase decision depends on the product’s conspicuousness and on the individual’s
susceptibility to reference group influence.
An opinion leader is a member of an informal group who provides information about a
specific topic, such as smartphones, to other group members seeking information. An opinion
leader is likely to be most influential when consumers have high product involvement but
low product knowledge, when they share the opinion leader’s values and attitudes, and when
the product details are numerous or complicated.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

12. How does an individual's social class influence the products he or she buys?
ANSWER: A social class is an open aggregate of people with similar social rank. To some degree,
individuals within social classes develop and assume common behavioral patterns. They may
have similar attitudes, values, language patterns, and possessions. Because people most
frequently interact with others within their own social class, people are more likely to be
influenced by others within their own class than by those in other classes. Social class also
influences people’s spending, saving, and credit practices. It can determine the type, quality,
and quantity of products a person buys and uses. Behaviors within a social class can
influence others as well. Most common is the "trickledown" effect, in which members of
lower classes attempt to emulate members of higher social classes, such as purchasing
desirable automobiles, large homes, even selecting certain names for their children. Social
class also affects an individual’s shopping patterns and types of stores patronized.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

13. Why is it important for marketers to understand the cultural and subcultural influences that may affect the consumer
buying decision process?
ANSWER: Culture is the accumulation of values, knowledge, beliefs, customs, objects, and concepts that
a society uses to cope with its environment and passes on to future generations. Culture
permeates most things that a person does and the objects he interacts with, from the style of
buildings in his town, to the education he receives, to the laws governing his country. Culture
also includes society-specific core values and the degree of acceptability of a wide range of
behaviors. Culture influences buying behavior because it saturates our daily lives. Our culture
determines what we wear and eat and where we reside and travel. Culture also influences
how we buy and use products and the satisfaction we derive from them. A subculture is a
group of individuals whose characteristics, values, and behavioral patterns are similar within
the group and different from those of people in the surrounding culture. Within subcultures,
greater similarities exist in people’s attitudes, values, and actions than within the broader
culture. Relative to other subcultures, individuals in one subculture may have stronger
preferences for specific types of clothing, furniture, food, or consumer electronics.
Subcultures can play a significant role in how people respond to advertisements, particularly
when pressured to make a snap judgment.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

14. Compare and contrast the three major ethnic subcultures in the United States.
ANSWER: U.S. marketers focus on three major ethnic subcultures: African American, Hispanic, and
Asian American.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

15. Define consumer misbehavior and discuss three types of consumer misbehavior described in the text.
ANSWER: Answer not provided.
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.06 - LO: 07-06
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Misbehavior
KEYWORDS: Bloom's: Comprehension | Bloom's: Knowledge

16. Abercrombie & Fitch is developing a program to get to know its customers. Which of the following is not a reason
why A&F needs to understand consumer buying behavior?
a. customer's reactions to marketing strategy can impact the firm's success
b. all customers are the same when it comes to buying behavior
c. a firm should create a marketing mix that satisfies customers
d. it helps the marketer predict how consumers will respond to marketing strategies
e. the marketing concept stresses that a firm should know its customers
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

17. Purchasers who purchase products for personal or household use and not for business purposes are called the
a. ultimate consumers.
b. end-use consumption group.
c. business market.
d. household purchasing group.
e. organizational market.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

18. Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of
involvement is
a. the importance and intensity of interest in a product in a particular situation.
b. the buyer's perception, motives, and abilities.
c. the amount of external search that an individual puts into the decision-making process.
d. the particular circumstance or environment in which consumers find themselves.
e. a combination of an individual's demographic factors.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

19. Justin is purchasing his third car in the past five years. He has been a car enthusiast ever since he was a young boy.
Justin likes to spend his free time looking at car magazines, going to car shows, and watching NASCAR. Justin's interest
in cars is referred to as
a. situational involvement.
b. dynamic involvement.
c. enduring involvement.
d. dynamic buying behavior.
e. situational buying behavior.
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

20. A major determining factor in deciding which type of decision-making process should be used depends on the
individual's intensity of interest in a product and the importance of the product for that person. This is known as an
individual's
a. motivational structure.
b. routinized response behavior.
c. level of involvement.
d. cognitive dissonance.
e. evaluative criteria.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

21. Chloe and Max are searching for a health club to join. This purchase will likely be affected by ____ involvement.
a. low
b. internal
c. enduring
d. evoked
e. perceived
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

22. Claire is a market research analyst for a global consulting firm. She will be traveling to London next month to present
her research to a meeting of company executives from around the world. This presentation could be instrumental in the
company’s decision of whether she should be promoted at the end of this year. Claire has been thinking about the trip,
which will be the first time she has been out of the country. She has decided to retire the old college luggage for a more
professional-looking version and has begun to evaluate various brands. Claire is most likely facing _____ for this
particular purchase.
a. enduring involvement.
b. perceptual involvement.
c. internal retention.
d. situational involvement.
e. selective retention.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

23. The three most widely recognized types of consumer decision making are:
a. limited problem solving, extended problem solving, and routinized response behavior.
b. extended problem solving, enduring problem solving, and situational decision making.
 c. planned problem solving, impulse buying, and limited decision making.
d. internal problem solving, external problem solving, situational behavior.
e. responsive behavior, planned behavior, and impulsive decision making.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

24. While shopping at a local grocery store, Taylor sees a display of his favorite brand of energy drink. He buys some to
take home for the weekend. This purchase process would be described as
a. routinized response behavior.
b. extended decision making.
c. limited decision making.
d. situational perception.
e. enduring involvement.
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

25. Which of the following consumer decision-making processes will probably be used in purchasing toothpaste?
a. Extended decision making
b. Routinized response behavior
c. Intensive decision making
d. Limited decision making
e. Perceptual scanning
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Comprehension

26. Evan has just been hired as a product manager for a major technology firm. Currently, he is making purchases for his
new apartment and upcoming job. His purchase of _____ would most likely be done through extended decision making,
while his purchase of ____ would be purchased through limited decision making behavior.
 a. a new suit; a sofa
b. a toaster; bed sheets
c. coffee maker; flat screen TV
d. flat screen TV; bath towels
e. coffee maker; groceries
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

27. Which of the following buying situations is most consistent with routinized response behavior?
a. Ian buying his first pair of basketball shoes
b. Molly buying a new set of tires for her car
c. Aaron buying a new fishing rod and reel
d. Stephanie buying bottled water
e. Bryan buying a new software program
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

28. Stacy is going to the store to buy milk and cereal. She will most likely use ____ in her consumer decision-making
process.
a. routinized response behavior
b. limited decision making
c. extended decision making
d. perceptual scanning
e. evaluation of alternatives
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

29. Routinized response behavior is what a consumer does when

 a. purchasing an unfamiliar product.
b. buying frequently purchased, low-cost items that need little effort.
c. an information search is extensive and may involve consulting with friends and family.
d. buying products that require a moderate amount of time for information gathering and deliberation.
e. he or she enters the problem recognition stage of the consumer buying decision process.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Communication
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

30. Cole’s smart phone is two years old and he would like to have a new one. This time, he wants to make sure that it has
a longer battery charge and better geographic coverage since he is traveling three days a week for his new job. Cole is
most likely to use _____ for this purchase.
a. routinized response behavior.
b. limited decision making behavior.
c. extended response behavior.
d. intensive decision making behavior.
e. extended decision making behavior.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

31. When a consumer purchases products occasionally or needs information about an unfamiliar brand in a familiar
product category, he or she will most likely engage in
a. enduring purchase behavior.
b. routinized response behavior.
c. extended decision making.
d. impulse searching.
e. limited decision making.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge
32. When a new variety of Kashi whole-grain breakfast cereals is first introduced, consumers will most likely engage in
____ when deciding whether or not to purchase this new product.
a. extended decision making
b. limited decision making
c. situational solving behavior
d. routinized response behavior
e. automatic processing behavior
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

33. Jenny plans to buy a new swimsuit for her spring break cruise. She has not seen this year's styles and thus will do
some comparison shopping before making a purchase decision. Jenny is engaging in
a. routinized response behavior.
b. extended decision making.
c. limited decision making.
d. impulse buying.
e. intensive decision making.
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

34. Kellogg's is introducing a new bran waffle for toasters. Television commercials will be a key element in
communicating the benefits associated with this product. Based on that decision, Kellogg's is expecting consumers to
engage in what form of decision making?
a. Routinized response behavior
b. Limited decision making
c. Extended decision making
d. Impulse buying
e. Extensive response behavior
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

35. For which of the following products would a consumer most likely use limited decision making?
a. Detergent
b. Toothpaste
c. Automobile
d. Hair dryer
e. Washing machine
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

36. Dave is an owner and manager of three apartment buildings in northern Minnesota. During an exceptionally hot
summer the temperatures soared and the toll on the window air conditioners was too much. Seventeen of them have
broken down already, and more are probably going to have to be replaced. He has a total of seventy-five apartment units.
Dave is now in the process of deciding how to repair the air conditioning. Should he buy new window units for all the
buildings, or should he install central air conditioning? What type of decision is Dave facing?
a. situational involvement and extended decision making
b. situational involvement and limited decision making
c. enduring involvement and extended decision making
d. enduring involvement and limited decision making
e. external involvement and limited decision making
ANSWER: a
POINTS: 1
DIFFICULTY: Challenging
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

37. Extended decision making is the type of consumer decision-making process that
a. involves no conscious planning but rather a powerful and persistent urge to buy something.
b. is the most complex decision making behavior, which comes into play when a purchase involves unfamiliar,
expensive, or infrequently bought products.
c. requires a moderate amount of time for information gathering and search.
d. is the creation and maintenance of a collection of products that satisfy a person's needs and wants.
e. requires very little search-and-decision effort and is practiced when buying low-cost and frequently purchased
products.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

38. Which of the following products would probably require extended decision making before a purchase?
a. Products purchased frequently
b. Products to be purchased in the future
c. Products that are purchased routinely
d. Expensive products
e. Products purchased as a result of social influences
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Comprehension

39. Jose and Teresa are searching for an apartment. They will most likely engage in which one of the following forms of
decision making?
a. Extended decision making
b. Limited decision making
c. Impulse buying
d. Routinized response behavior
e. Intensive response behavior
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

40. Tori went to Sam’s Wholesale Club to shop for a party she was hosting on the weekend. She knew that she could buy
larger quantities of food items than she normally did, and they would also be much less expensive. She checked
everything off her list and proceeded to the checkout lines. Passing a display of fresh flowers, she thought “Wouldn’t
those be nice for the party?” She selected one of the bouquets and placed it in her cart. Tori has most likely engaged in
______ when selecting the food for her party, and ____ when selecting the flowers.
a. limited decision making; impulse buying.
b. routinized decision making; impulse buying.
c. extended decision making; compulsive response behavior.
 d. limited decision making; cognitive dissonance.
e. routinized decision making; compulsive response behavior.
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

41. Marissa goes to Target to purchase school supplies for her two children. As she is approaching the check-out counter,
she sees a vase she just has to have and buys it immediately. Marissa's purchase of the vase is an example of
a. limited decision making.
b. impulse buying.
c. routinized response behavior.
d. addictive consumption.
e. situational involvement.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

42. Beth Hines is buying furniture for her apartment for the first time. She is spending considerable time and effort
comparing the products that different stores offer. Which type of decision-making process is she using?
a. Selective
b. Intensive
c. Extended
d. Shopping
e. Routinized
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

43. Mark is shopping for a new suit to wear to an important interview. He really wants to impress his prospective
employer and is shopping at many stores to find the right outfit. Martin is using which type of consumer decision-making
process?
 a. Routinized response behavior
b. Habitual response
c. Information search
d. Extended decision making
e. Intensive decision making
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

44. The five major stages of the consumer buying decision process, in order, are
a. information search, establishment of product criteria, evaluation of alternatives, purchase, and postpurchase
evaluation
b. problem recognition, information search, evaluation of alternatives, purchase, and postpurchase evaluation.
c. problem recognition, information search, evaluation of alternatives, postpurchase evaluation and purchase.
d. information search, evaluation of alternatives, purchase, trial adoption period, and postpurchase evaluation.
e. problem recognition, purchase, evaluation of alternatives, postpurchase evaluation, and rebuy.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

45. Which of the following statements about the consumer buying decision process is true?
a. Consumers progress through the five stages of this process for all limited decision making decisions.
b. Although all of the steps in the process are used in all decision processes, the order tends to depend on the
customer's level of involvement.
c. The key element of the process that exists in all consumer buying decision processes is the purchase of the
product.
d. Once the purchase of a product has been made, the consumer buying decision process is complete.
e. Consumers making limited decision making decisions may not go through all five steps of the process.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Comprehension
46. Problem recognition occurs when a consumer
a. searches for information to resolve a problem.
b. becomes aware that there is a difference between a desired state and an actual condition.
c. recognizes a need and evaluates for information to resolve a problem.
d. evaluates her or his purchase.
e. is exposed to a television advertisement desired state and an actual condition.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

47. When Julia goes to the first class of her Operations Management course, she finds out that in addition to the textbook
she already purchased, she also needs a copy of the book The Goal. At which stage of the consumer buying decision
process is Julia?
a. Purchase
b. Evaluation of alternatives
c. Problem recognition
d. Information search
e. Prepurchase evaluation
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

48. Stefanie is shopping for groceries at her local supermarket. As she picks up laundry detergent, she sees the display of
bathroom cleaners and remembers that she is about to run out of it at home. Stefanie tries to remember the specific brand
that she used last time, because she thought that was the best in terms of performance and value. In terms of the consumer
buying decision process, Stefanie’s remembering that she was almost out of bathroom cleaner is the ____ phase of the
buying decision process, where trying to remember what brand she last used was an example of the _____ phase.
a. problem recognition; internal information search.
b. problem recognition; evaluation of alternatives.
c. information search; postpurchase evaluation.
d. information search; evaluation of alternatives
e. problem recognition; postpurchase evaluation.
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

49. Within the information search step of the consumer buying decision process, what two primary aspects exist?
a. Consideration sets and evoked sets
b. Personal information and non-personal information
c. Selective retention and selective distortion
d. Internal search and external search
e. Company-produced information and internal information
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

50. Jeff needs to buy his textbooks for the coming semester of college. It is only two weeks before the first day of class,
and he still has not made a purchase. Jeff wants to buy them somewhere other than the bookstore since he is still living at
his parents’ home and won’t be on campus until the day before class. Jeff goes online and looks for sites that sell the
textbook. Then he remembers that one of his friends had said something earlier about finding the book for a great price.
Jeff then calls his friend to get the name of the site. In terms of Jeff’s buying decision process, his going online to look for
sites was part of _______, and his calling a friend was ______.
a. problem recognition; external search.
b. information search; internal informational search.
c. external information search; also external information search
d. internal information search; external information search.
e. external information search; internal information search.
ANSWER: c
POINTS: 1
DIFFICULTY: Challenging
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

51. When Trevor realizes his liquor cabinet supply was devastated by last weekend's party, he first retrieves information
from his memory about what types of liquor he and his friends like most and then asks the attractive clerk at the liquor
store what she would recommend. Trevor started with a(n) ____ search and then progressed to a(n) ____ search.
a. consideration; evaluative
b. focused; broad
c. internal; external
d. routinized; extended
 e. self; inclusive
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

52. In the consumer buying decision process, the information search stage
a. yields a group of brands that a buyer views as possible alternatives.
b. involves a buyer becoming aware of the need for a product.
c. is not necessary when the buyer is involved in extensive decision making.
d. occurs immediately after evaluation of alternatives.
e. is lengthy for routine response buying behavior.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

53. During which stage of the consumer buying decision process does a consumer decide from which seller he or she will
buy the product?
a. Evaluation of alternatives
b. Information search
c. Source selection
d. Purchase
e. Problem recognition
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

54. When shopping for detergent, Josh looks at Tide, Fresh Start, Surf, and All and chooses the one that is on sale. These
four brands make up his ____ set.
a. alternate
b. purchase
c. consideration
 d. problem
e. imposed
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

55. In shopping for a new laptop computer for her master’s degree program, Jocelyn has narrowed the alternatives to four
brands. She is considering Dell, Toshiba, Sony, and Hewlett-Packard. These four brands make up Jocelyn's
a. awareness set.
b. consideration set.
c. framing set.
d. external search.
e. inert set.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

56. A group of brands that a consumer views as alternatives for possible purchase is called a(n)
a. evoked set.
b. awareness set.
c. inert set.
d. evaluative group.
e. evaluation criteria.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

57. Evaluative criteria for brands within the consideration set are both
a. selective and expansive.
b. objective and subjective.
c. internal and external.
 d. extended and routinized.
e. perceptive and selective.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

59. All of the following are marketer-dominated sources of information except

a. salespeople.
b. advertising.
c. packaging.
d. friends.
e. displays.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application
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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge
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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

79. Assignment of meaning to organized information inputs is called

a. motivation.
b. redefinition.
c. learning.
d. interpretation.
e. selection.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Challenging
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge
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
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application
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.
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

96. Cognitive, affective, and behavioral are the three major components of
a. self-concept.
b. motives.
c. lifestyles.
d. consumer socialization.
e. attitudes.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

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.
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

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
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application
115. An opinion leader is likely to be most effective under all of the following conditions except when the
a. follower has high product involvement.
b. follower has low product knowledge.
c. follower has values and attitudes similar to the opinion leader.
d. product details are numerous and complicated.
e. follower has attitudes and values that are different from those of the opinion leader.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

116. Which of the following statements regarding social class is true?

a. A social class is a closed aggregate of people with similar social ranking.
b. The criteria used to group people into social classes do not vary from one culture to another.
c. A social class is an open aggregate of people with similar social ranking.
d. A social class is a ranking of people by other members of society into positions of social respect.
e. A social class is an open aggregate of people with different social rankings.
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

117. An open aggregate of people with similar social ranking is referred to as a

a. reference group.
b. social class.
c. role.
d. caste.
e. subculture.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

118. Our society uses many factors, including occupation, educational level, income, wealth, religion, race, ethnic group,
and possessions, to group people into
a. family types.
b. geographic regions.
c. reference groups.
d. social classes.
e. attitudinal segments.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

119. According to Coleman's major social class categories, which of the following social classes in our culture has these
characteristics: lives in well-kept neighborhoods, generally price sensitive, and is often very involved in children’s school
and sports activities?
a. Lower class
b. Upper class
c. Middle class
d. Working class
e. First class
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

120. Referring to Coleman’s major social class categories, the social class in our society that favors prestigious schooling,
neighborhoods, and brands is the
a. upper class.
b. middle class.
c. upper-lower class.
d. working class.
e. lower class.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

121. The _____, of Coleman's social class categories, includes approximately 32 percent of the population, shops for best
bargains, and buys sports and enjoys leisure activities like local travel and recreational parks.
a. upper class.
b. middle class.
c. first class.
d. working class.
e. lower class.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

122. A culture can be divided into subcultures according to

a. personality characteristics of individuals in that culture.
b. motives that members of that cultural group have for their behavior.
c. geographic regions or human characteristics, such as age or ethnic background.
d. income levels.
e. information to which consumers allow themselves to be exposed.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

123. Market researchers for a local bakery determined that Jewish people consume 63 percent of the portion of bagels sold
in New York City. This is an example of ____ influence on consumer buying decision processes.
a. demographic
b. situational
c. subcultural
d. role
e. social class
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

124. Which American subculture spends the highest proportion of its income on phone services, children’s clothing, and
shoes?
a. Native Americans
b. Hispanics
c. African Americans
d. Asian Americans
e. Americans over 65 years of age
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

125. Which of the following is the fastest growing, most affluent subculture in the United States?
a. African Americans
b. Hispanics
c. Asian Americans
d. Native Americans
e. Italian Americans
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

126. Scenario 7.1

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.

Refer to Scenario 7.1. The type of decision making that Kate is using to select an auto repair shop would be
a. intensive decision making.
 b. extended decision making.
c. routinized response behavior.
d. selective decision making.
e. limited decision making.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Application

127. Scenario 7.1

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.

Refer to Scenario 7.1. A dissatisfied Skola's Auto Repair customer told a 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.
ANSWER: e
POINTS: 1
DIFFICULTY: Challenging
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

128. Scenario 7.1

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.
Refer to Scenario 7.1. 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.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

129. Scenario 7.1

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.

Refer to Scenario 7.1. 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.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

130. Scenario 7.2

Use the following to answer the questions.

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota 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 Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg.
She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She
also liked the way the family was portrayed in the Toyota 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 Toyota 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 Toyota. Alicia couldn't
believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan.

Refer to Scenario 7.2. The fact that Alicia had remembered the gas mileage of the Toyota Sienna incorrectly is most likely
an example of
a. selective expression.
b. selective retention.
c. perceptual extension.
d. perceptual bias.
e. selective distortion.
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

131. Scenario 7.2

Use the following to answer the questions.

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota 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 Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg.
She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She
also liked the way the family was portrayed in the Toyota 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 Toyota 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 Toyota. Alicia couldn't
believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan.

Refer to Scenario 7.2. Carlos' knowledge of the correct gas mileage is an example of the ____ component of his attitude
toward the Toyota, while Alicia's feelings about the children in the commercial being happy in the Toyota van were an
example of the ____ component of her attitude.
a. cognitive; affective
b. cognitive; behavioral
c. affective; cognitive
d. affective; behavioral
e. behavioral; affective
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

132. Scenario 7.2

Use the following to answer the questions.

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota 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 Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg.
She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She
also liked the way the family was portrayed in the Toyota 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 Toyota 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 Toyota. Alicia couldn't
believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan.

Refer to Scenario 7.2. Toyota'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.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
United States - AK - DISC: Strategy
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

133. Scenario 7.2

Use the following to answer the questions.

Both the Toyota Sienna and the Nissan Quest were very popular choices for family vans. Toyota 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 Nissan Quest, she noticed that the Nissan cost about $27,000 and had gas mileage of about 17 mpg.
She recalled an earlier ad for the Toyota Sienna, that also cost about $27,000, but had gas mileage of about 21 mpg. She
also liked the way the family was portrayed in the Toyota 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 Toyota 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 Toyota. Alicia couldn't
believe that she had made such an error in hearing what the gas mileage was for the Toyota and the Nissan.

Refer to Scenario 7.2. Since Alicia and Carlos were using gas mileage as one of their evaluative 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
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Application

134. Buying behavior refers to the decision processes and actions of people involved in buying and using products.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

135. If a person's interest in the product category is ongoing and long term, it is referred to as situational involvement.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

136. Involvement that is temporary and results from a specific set of circumstances is called situational involvement.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

137. Involvement level is one factor that affects a consumer's selection of a type of decision-making process.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

138. High involvement products tend to be those that are expensive and visible to others.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Product
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

139. Limited decision making is used when purchasing frequently bought, low-cost items needing very little decision
effort.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

140. Extended problem solving is used when unfamiliar, expensive, or infrequently purchased products are bought.
 a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

141. When buying frequently purchased, low-cost items, a consumer uses extensive decision making.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

142. The actual act of purchase is the second stage of the consumer buying decision process.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Types Of Consumer Decision Making And Level Of Involvement
KEYWORDS: Bloom's: Knowledge

143. Once initiated, the consumer buying decision process always leads to a purchase.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge
144. Problem recognition speed can vary from quite rapid to very slow.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

145. 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
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

146. When evaluating the alternatives, the buyer rates and eventually ranks the brands in the consideration set.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

147. 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
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

148. 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
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Marketing Plan
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

149. 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
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

150. The terms of sale (price, delivery, credit arrangements) are negotiated during the evaluation of alternatives stage of
the consumer decision-making process.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

151. Some of the criteria used in the evaluation of alternatives stage of the consumer buying decision process are also
used during the postpurchase evaluation stage.
a. True
 b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

152. Product availability plays a major role in the purchase stage. If the highest-ranked product is unavailable, the
consumer will most likely purchase the brand ranked second.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

153. The choice of a seller may actually affect the final product selection during the purchase stage of the consumer
buying decision process.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

154. Dissatisfaction may occur shortly after a purchase; this is called cognitive dissatisfaction.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

155. Situational influences generally have the greatest influence during the initial stage of the consumer buying decision
process.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

156. There are situational influences that cannot be controlled.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

157. Situational influences can be classified into five different categories including physical surroundings, social
surroundings, personality, purchase reason, and time perspective.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

158. Situational influences would likely not affect a high school senior searching for a college or university to attend.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

159. An electronics store puts a large screen TV, wired for surround sound, in a quiet corner of the store with couches and
a rug, and plays a recently released movie. These actions give the display the look of a family room or den. The store is
using the physical surroundings as a way to influence purchase decisions.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

160. Social surroundings during the purchase decision do not include the presence of a salesperson.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

161. Time dimensions on the buying decision include how long it may take to become knowledgeable about a product.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

162. The time that a buyer has to make a purchase decision is a situational influence.
a. True
 b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Situational Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

163. Psychological influences operate within individuals to determine, in part, their behavior as consumers.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

164. Perception is a process in which an individual selects, organizes, and interprets information received through the
sense organs.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

165. A person receives information inputs through the senses.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge
166. A major part of perception involves information processing.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

167. The phenomenon of selective exposure is associated with perception.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

168. An information input is less likely to reach perceptual awareness if it is related to an event that the person is
anticipating.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

169. If an information input is useful in satisfying a person's current needs, it is more likely to reach perceptual awareness.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

170. When a buyer receives information that is inconsistent with his or her beliefs, the buyer may distort the information
to bring it more in line with those beliefs.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

171. Information inputs that reach perceptual awareness are received in an organized form.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

172. Marketers can control the perception of potential buyers.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

173. A consumer may receive a marketer's information and perceive it differently from the way the marketer intended.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

174. A buyer's actions at any point in time are affected by one major motive.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

175. Motives can affect the direction and intensity of behavior.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

176. At a single point in time, a person's motives are all of equal strength.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

177. In Maslow's hierarchy of needs, the most fundamental need is safety.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

178. Maslow's hierarchy of needs is an explanation of how motives operate.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

179. Motives include knowledge and positive or negative feelings about an object.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

180. Ads for beauty products often suggest that purchasing these products will bring love, helping to fulfill one's social
needs.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension
181. Patronage motives influence where one purchases products on a regular basis.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

182. Motives always operate at a conscious level.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

183. Although marketers may attempt to influence what a consumer learns, their attempts are seldom fully successful.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

184. Learning associated with purchase behavior is not particularly affected by reinforcement.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

185. By giving out free samples, marketers help customers learn about their products by helping them gain experience
with them which makes customers feel more comfortable.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

186. An attitude consists of one's evaluation feelings and behavioral tendencies toward an object or idea.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

187. Just as attitudes are learned, they can be changed.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

188. An attitude scale is useful in helping to measure the intensity of feelings toward an object.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

189. Marketers may try to change consumers' attitudes toward a product if they feel that a significant number of
consumers have strong negative attitudes toward it.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

190. One's personality is a set of internal traits and distinct behavioral tendencies that result in consistent patterns of
behavior in certain situations.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

191. There is strong research evidence that personality characteristics are major determinants of purchasing power.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

192. A person's self-concept may affect whether the person buys a product in a particular product category, but it has little
impact on brand selection.
a. True
 b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Psychological Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

193. Consumers' buying decisions are not affected by other people.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

194. A role consists of a set of actions and activities that a person in a particular position is expected to perform.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

195. Family influences are not directly related to purchasing decisions.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge
196. Consumer socialization is the process through which a person acquires the knowledge and skills to function as a
consumer.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

197. Consumers' purchasing decisions and brand decisions may be influenced strongly by reference groups.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

198. A reference group acts as a point of comparison and as a source of information for an individual.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

199. When a product is a conspicuous one, reference-group influence is more likely to affect the brand decision.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

200. Jon's colleagues at work want to take a skiing trip. Jon grew up in Colorado and learned to ski as a young child so the
group consults him about the best slopes and ski gear needed for the trip. Jon's role is that of an opinion leader.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Application

201. An opinion leader provides information and is viewed as an authority on many spheres of interest for reference-group
participants.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

202. Income is the key factor in determining a person's social class.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

203. A social class is a closed aggregate of individuals with similar social ranking.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

204. Social classes are referred to as open aggregates of individuals because people can move into and out of them.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

205. The criteria used to group people into classes are basically the same in all societies.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

206. Expecting ethical business behavior reflects our culture.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Ethics
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

207. The values, knowledge, beliefs, customs, objects, and concepts of a society affect how people make purchasing
decisions.
 a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

208. Changes in culture do not affect product development.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Product
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

209. The values, needs, interests, shopping patterns, and buying habits of various subcultures must be considered if a
business wants to succeed.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

210. A consumer belongs to only one subculture.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
 United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

211. Not all the behavioral patterns and values attributed to specific subcultures apply to every member of that specific
subculture.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Knowledge

212. Marketers must consider the different nationalities represented within the Hispanic and Asian-American subcultures
because of the unique culture, history, and buying patterns of each ethnic group.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
United States - AK - DISC: Strategy
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension

213. Asian Americans are the fastest growing and most affluent U.S. subculture, but with respect to buying behavior,
Asians are generally not willing to pay more for distinct, well-known brands.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Analytic
United States - BUSPROG: Diversity
STATE STANDARDS: United States - AK - DISC: Customer
TOPICS: A-Head: Social Influences On The Buying Decision Process
KEYWORDS: Bloom's: Comprehension
214. The consumer buying decision process involves _______ stages. The first stage is ____________, and the last stage
is _____________.
a. Five; Evaluation of alternatives; Post-purchase evaluation
b. Five; Information search; Purchase
c. Six; Problem recognition; Purchase
d. Five; Problem recognition; Post-purchase evaluation
e. Six; Evaluation of alternatives; Purchase
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

215. In your market research into the buying behavior of a target market, you have confirmed that members of the group
do in fact exhibit varying levels of involvement when buying certain products. For example, you confirmed the group has
a __________ level of involvement when they are purchasing cars and clothing. When they are shopping for groceries,
they exhibit a __________ level of involvement.
a. High; Low
b. Low; High
c. High; Enduring
d. Enduring; High
e. Low; Enduring
ANSWER: a
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types of Consumer Decision Making and Level of Involvement
KEYWORDS: Bloom's: Knowledge

216. Experience has shown you that your customers’ buying decisions can be significantly impacted by situational
influences. You are analyzing past sales activities to better understand how these factors translate into sales impacts.
Which of the following statements is true about situational influences on the consumer’s buying decision process?
a. Situational influences are only relevant in the purchasing stage of the consumer buying decision process.
b. Time is not a factor that contributes to situational influences on the consumer’s buying decision process.
c. If the consumer is fatigued this could potentially be a situational influence on her buying decision process.
d. The day of the week does not have a situational influence on the consumer’s buying decision process.
e. Location is not a factor that contributes to situational influences on the consumer’s buying decision process.
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

217. Psychological influences are internal factors that impact a consumer’s buying decision process. More specifically,
___________ is one type of psychological influence wherein the consumer has a tendency to twist or change information
received to fit their own personal feelings or beliefs.
a. Perceptive dissonance
b. Selective retention
c. Creative distortion
d. Distorted reality
e. Selective distortion
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

218. You have been invited to attend a meeting of a special interest group that a good friend is a part of. You accept the
invitation and agree to attend the group’s next meeting. After attending the meeting, you realize you are passionately
opposed to everything the group stands for. You tell your friend you never want to attend another meeting or associate
with anyone who is a part of that group. However, you will make a special allowance for your friend. In terms of social
influences, which of the following terms best describes the group as it relates to you?
a. Aspiration reference group
b. Negative subculture
c. Extremist reference group
d. Dissociative reference group
e. Ideological reference group
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences on the Buying Decision Process
KEYWORDS: Bloom's: Knowledge

219. Credit card companies maintain staffs of professionals whose primary responsibility is to monitor the activity on
cardholders’ accounts to spot potential fraudulent purchases or stolen cards. These staffs are employed to prevent which
of the following:
a. Consumer purchase complaints
b. Consumer misbehavior
c. Consumer misinformation
 d. Consumer purchase remorse
e. Consumer purchase excess
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.06 - LO: 07-06
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences on the Buying Decision Process
KEYWORDS: Bloom's: Knowledge

220. You commute a long distance to get to work every day, and the cost of gasoline is putting a strain on your personal
finances. You realize that you need to look at buying a new car that gets better gas mileage, or that doesn’t run on gasoline
at all. In terms of the traditional consumer buying decision process, you are currently in the ___________ stage, and you
are about to enter the ___________ stage.
a. Problem recognition; Purchase
b. Evaluation of alternatives; Information search
c. Evaluation of alternatives; Purchase
d. Problem recognition; Information search
e. Information search; Purchase
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.01 - LO: 07-01
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

221. High school seniors who are trying to decide which college to attend; and newlyweds looking to buy their first home
exhibit the same behavior with respect to their level of involvement in their buying process. Which of the following best
describes this common buying behavior?
a. Impulse buying behavior
b. Reasoned purchasing behavior
c. Extended problem solving behavior
d. Routinized response behavior
e. Rationalized response behavior
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.02 - LO: 07-02
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Types of Consumer Decision Making and Level of Involvement
KEYWORDS: Bloom's: Knowledge

222. There are a number of situational influences that impact the consumer’s buying decision process. Which of the
following is one of those influences?
a. Price influences
b. Brand influences
c. Marketers’ information influences
d. Consumer’s mood influences
e. Distribution influences
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.03 - LO: 07-03
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Consumer Buying Decision Process
KEYWORDS: Bloom's: Knowledge

223. According to Maslow’s hierarchy of needs, human beings have five levels of needs they are constantly seeking to
satisfy. The need for love and affection is an example of one of humans’ _________________ needs.
a. Emotional
b. Safety
c. Social
d. Familial
e. Self-actualization
ANSWER: c
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.04 - LO: 07-04
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences on the Buying Decision Process
KEYWORDS: Bloom's: Knowledge

224. Marketers must understand a target group’s culture if they hope to be construct an effective marketing mix for the
target group. Culture is the accumulation of values, customs, beliefs and knowledge the target group possesses. Culture
includes tangible items such as _____________. Additionally, culture includes intangible items such as
________________.
a. Education; Food
b. Clothing; Laws
c. Social Customs; Artwork
d. Artwork; Food
e. Education; Clothing
ANSWER: b
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.05 - LO: 07-05
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences on the Buying Decision Process
KEYWORDS: Bloom's: Knowledge

225. Which of the following is an example of consumer misbehavior?

a. Giving a product a poor rating
b. Filing a consumer complaint
c. Failing to complete a customer survey form
d. Returning purchases
e. Shoplifting
ANSWER: e
POINTS: 1
DIFFICULTY: Moderate
LEARNING OBJECTIVES: MARK.PRID.16.07.06 - LO: 07-06
NATIONAL STANDARDS: United States - BUSPROG: Reflective Thinking: Re - BUSPROG: Reflective Thinking
STATE STANDARDS: United States - AK - DISC: Strategy
TOPICS: A-Head: Psychological Influences on the Buying Decision Process
KEYWORDS: Bloom's: Knowledge