Mktg Ch 5&6

Front 1

consumer needs can be classified as _______, ________, or _______

Back 1

functional
psychological
both

Front 2

what is the first step in the consumer decision process

Back 2

need recognition

Front 3

when a buyer examines their own memory and knowledge about the product or service, gathered through past experiences.

Back 3

internal search for information

Front 4

when a buyer seeks information outside of his of her knowledge to help make the buying decision

Back 4

external search for information

Front 5

when people believe they have some control over the outcomes of their actions, in which case they generally engage in more search activities.

Back 5

internal locus of control

Front 6

when consumers believe the fate or other external factors control all outcomes. They believe it doesn't matter how much info they gather

Back 6

external locus of control

Front 7

research has shown that a consumers mind organizes and categorizes alternatives to aid his or her decision process. These are called

Back 7

attribute sets

Front 8

the attribute set that includes all possible choices for a product category, but because it would be unwidely for a person to recall all possible alternatives for every purchase decision, marketers tend to focus on only a subset of choices

Back 8

universal sets

Front 9

a subset which are those brands or stores that can be readily brought forth from memory

Back 9

retrieval sets

Front 10

the attribute set that comprises the alternative brands or stores that the consumer states he or she would probably actually consider when making a purchase decision

Back 10

evoked sets

Front 11

the stores you consider for purchase are in your _____ set

Back 11

evoked

Front 12

the stores you remember are in your _____ set

Back 12

retrieval

Front 13

this consists of salient or important attributes about a particular product

Back 13

evaluative criteria

Front 14

product or service features that are important to the buyer and on which competing brands or stores are perceived to differ

Back 14

determinant attributes

Front 15

the set of criteria that consumers use consciously or subconsciously to quickly and efficiently select from among several alternatives

Back 15

consumer decision rule

Front 16

when the consumer evaluates alternatives and trades off one characteristic against another, such that good characteristics compensate for bad characteristics

Back 16

compensatory decision rule

Front 17

when you choose a product or service on the basis of one characteristic or one subset of a characteristic, regardless of the value of its other attributes.

Back 17

noncompensatory decision rule

Front 18

mental shortcuts that help a consumer narrow down choices

Back 18

decision heuristics

Front 19

price, brand, and product presentation are examples of

Back 19

decision heuristics

Front 20

this is used to measure how well they convert purchase intentions into actual purchases

Back 20

conversion rate

Front 21

customer satisfaction, postpurchase dissonance, and customer loyalty are three....

Back 21

post purchase outcomes

Front 22

an internal conflict that arises from an inconsistency between two beliefs, or between belief and behavior

Back 22

post purchase cognitive dissonance

Front 23

marketing mix, psychological factors, situational factors, and social factors are the 4 factors that affect the

Back 23

consumer decision process

Front 24

the base of maslow's hierarchy of needs (biggest piece) is...

Back 24

psychological

Front 25

the top of maslow's hierarchy of needs (smallest piece) is...

Back 25

self-actualization

Front 26

the type of need that deals with the basic biological necessities of life (food, drink, rest, shelter)

Back 26

psychological needs

Front 27

this occurs when you feel completely satisfied with your life and how you live

Back 27

self-actualization

Front 28

an attitude consists of three components...

Back 28

cognitive
effective
behavioral

Front 29

the process by which we select, organize, and interpret information to form a meaningful picture of the world

Back 29

perception

Front 30

one or more persons whom an individual uses as a basis for comparison regarding beliefs, feelings, and behaviors.

Back 30

reference group

Front 31

the consumers degree of interest in or concern about the product or service

Back 31

involvement

Front 32

wholesalers, distributors, and retailers are all

Back 32

resellers

Front 33

democratic, autocratic, consultative, and consensus are the four types of

Back 33

buying cultures

Front 34

autocratic buying center

Back 34

one person makes the decision alone

Front 35

democratic buying center

Back 35

majority rules

Front 36

consultative buying center

Back 36

one person makes the decision buy solicits input from others before doing so

Front 37

consensus buying center

Back 37

all members of the team must reach a collective agreement