Consumer Behavior, Global Edition, 12th edition Leon G Schiffman Test Bank.pdf (12)

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Consumer Behavior

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12th Edition Leon Schiffman

Test Item File for Consumer Behavior John Capela

Consumer Behavior 12e

Leon Schiffman Joseph Wisenblit

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 1 Consumer Behavior: Information-Driven Consumer Behavior 1) Which of the following is the study of the processes involved when individuals or groups select, purchase, use, or dispose of products, services, ideas, or experiences to satisfy needs and desires? A) lifestyle marketing B) role theory C) consumer behavior D) marketing research Answer: C Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Reflective thinking 2) Which of the following is considered an example of consumer behavior? A) Janice prefers to buy namebrand pain relievers like Tylenol and Advil, rather than the store brand. B) Javier generally gets gas on Monday mornings on his way to work. C) Jessica prefers to buy her produce from the farmer's market instead of the grocery store. D) Jeremy generally recycles his old newspapers and cardboard boxes. E) All of the above are examples of consumer behavior.

Answer: E Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Application of knowledge 3) Marketing and consumer behavior stem from the ________, which maintains that the essence of marketing is satisfying consumers' needs, creating value and retaining customers. A) production concept B) product concept C) selling concept D) societal concept E) marketing concept Answer: E Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Analytical thinking

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4) A(n) ________ is a person who identifies a need or desire, makes a purchase, and then disposes of a product.

A) marketer B) consumer C) influencer D) content generator Answer: B Diff: 1 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 5) Tripp runs a product development division at a software company. His division was focused on producing a word processing software that performs better and has more features than any competitive product, so they added every feature that was technically feasible. However, they found that consumers were satisfied with fewer features and unwilling to pay more for the advanced software. Tripp and his team suffered from ________.

A) marketing myopia B) over-segmentation C) target marketing D) technology devotion E) marketing vision Answer: A Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 6) During historical periods when demand exceeded supply, businesses adopted the ________ concept.

A) marketing B) technology C) societal D) production E) product Answer: D Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

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7) The ________ concept in business assumes that consumers are mostly interested in product availability at low prices. A) marketing B) societal C) product D) production E) technology Answer: D Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 8) The ________ is characterized by the gearing up of manufacturing skills in order to expand production. A) marketing concept B) product concept C) selling concept D) production concept E) societal concept Answer: D Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Analytical thinking 9) The production concept makes sense for a business when ________. A) consumers are more interested in product availability than in product variation B) consumers are interested in obtaining the product that offers them the highest quality, best performance, and most features C) consumers have changing needs and insist that those needs be satisfied D) consumers are unlikely to buy the product unless they are persuaded to do so E) consumers are not sensitive to price Answer: A Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Analytical thinking

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10) The focus of the ________ was to sell more of what the manufacturing department was able to produce.

A) marketing concept B) selling concept C) product concept D) production concept E) market orientation Answer: B Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 11) Kevin's company owns a factory that can produce 1,000 widgets per week. His primary focus is on getting consumers to purchase as many widgets as possible to ensure that he is maximizing his sales relative to his production capacity. Kevin's business is exhibiting the ________.

A) marketing concept B) product concept C) not-for-profit concept D) selling concept E) market orientation Answer: D Diff: 1 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 12) The key assumption underlying the marketing concept is that ________.

A) if manufacturers make a product, consumers will buy it B) a company must determine the needs and wants of specific target markets and satisfy consumers' needs better than the competition C) the primary focus of a business should be producing as much as it can, in the cheapest way possible D) consumers are most interested in obtaining generic products at low prices E) consumers are unlikely to buy a product unless they are aggressively persuaded to do so Answer: B Diff: 3 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking

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13) The selling concept focuses on the needs of the ________ and on existing products, while the marketing concept focuses on the needs of the ________. A) manufacturer; seller B) buyer; manufacturer C) seller; buyer D) seller; manufacturer E) buyer; seller Answer: C Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Analytical thinking 14) The process and tools used to study consumer behavior are characterized by the term ________.

A) data analysis B) data collection C) consumer research D) marketing communication E) consumer complexes Answer: C Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Reflective thinking 15) ________ is a process that links the consumer, customer and public to the marketer through information in order to identify marketing opportunities and problems, evaluate marketing actions, and evaluate marketing strategies' performances. A) Data analysis B) Data collection C) Market research D) Marketing communication E) Consumer complexes Answer: C Diff: 1 Skill: Concept LO: 1.6: To explain how the knowledge of consumer behavior advances seeking employment after graduation.

AACSB: Reflective thinking

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16) ________ refers to the development of a distinct image for the product in the mind of the consumer.

A) Targeting B) Positioning C) Placement D) Promotion E) Segmenting Answer: B Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 17) Tanya and her marketing team at a fast food restaurant are breaking their company's target audience into groups that have shared needs that are different from the needs shared by other groups. They are engaged in ________.

A) market targeting B) positioning C) placement D) promotion E) market segmentation Answer: E Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 18) Successful positioning focuses on communicating the ________.

A) segments that the company views as prospective customers B) distinct benefits that the product provides C) retail shelf space the product should occupy D) competing offerings that are available E) product instructions for use Answer: B Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

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19) The four Ps of the marketing mix are ________.

A) product/service, price, place, people B) potential, price, place, people C) product/service, price, place, promotion D) product/service, promotion, potential, price E) price, purchase, placement, product/service Answer: C Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 20) Matt's Mobile Services has designed a cell phone plan especially for tech-savvy teens who are heavy cell phone users and live in households earning over $150,000 per year. In tailoring the plan for a specific group of consumers based on their particular needs, Matt's Mobile Services has provided an example of ________.

A) societal marketing B) broadcasting C) target marketing D) the selling orientation E) the product concept Answer: C Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 21) The process of dividing a market into subsets of consumers with common needs or characteristics is known as ________.

A) market targeting B) ethical marketing C) product positioning D) market segmentation E) market stewardship Answer: D Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

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22) "Me too" products are ________.

A) products that need to be bought along with the original product B) secondary products that customers need to be reminded to buy C) products that lack a unique image or benefit in the eyes of consumers D) products aimed at helping children learn to share with each other E) products that are included for free with the desired product Answer: C Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 23) When advertising to teens, Matt's Mobile Services focuses its messaging on how its expansive network enables subscribers to stay connected with friends at all times, so subscribers are always accessible and "in the loop" on the latest social news. This is an example of ________.

A) a unique social proposition B) societal marketing C) communicating the benefits the product provides D) product placement E) broadcasting Answer: C Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 24) Packaging and warranties are elements of which of the four Ps? A) price B) people C) promotion D) place E) product Answer: E Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

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25) Of the four Ps of the marketing mix, promotion includes ________.

A) payment methods B) public relations C) warranties D) discounts E) product size Answer: B Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 26) Of the four Ps of the marketing mix, place includes ________.

A) discounts B) public relations C) warranties D) distribution centers E) packaging Answer: D Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 27) Of the four Ps of the marketing mix, price includes ________.

A) payment methods B) public relations C) warranties D) distribution centers E) packaging Answer: A Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

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28) Those in favor of socially responsible marketing call on marketers to adopt the societal marketing concept, which requires marketers to ________.

A) minimize production costs in order to offer the product at the lowest price possible B) aggressively market all products to all segments of society C) track customer preferences via the Internet to improve customer research databases D) fulfill the needs of the target audience in ways that improve society as a whole, while fulfilling the objectives of the organization E) lobby for government regulation of their industries Answer: D Diff: 2 Skill: Concept LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Ethical understanding and reasoning 29) The example in the text notes San Francisco City Attorney sued ________ because the company chose to market caffeinated energy drinks to children despite alleged health risks.

A) Monster Beverage Corp.

B) Hansen's Natural Beverage Corp.

C) The Coca-Cola Company D) Pepsico E) Red Bull GmbH Answer: A Diff: 2 Skill: Application LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Ethical understanding and reasoning; Application of knowledge 30) Which of the following is consistent with the societal marketing concept?

A) Fast food restaurants develop offerings with less fat and more nutrients.

B) Food marketers advertise foods to young people in a way that does not encourage overeating.

C) Marketers do not use professional athletes in liquor or tobacco advertisements because they may serve as role models for young people.

D) Marketers avoid featuring unreasonably slim females in their advertising campaigns because of the potential of such images to increase eating disorders.

E) All of the above are consistent with the societal marketing concept.

Answer: E Diff: 1 Skill: Application LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Ethical understanding and reasoning; Application of knowledge

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31) Socially responsible activities can result in ________.

A) improved corporate image among consumers B) improved corporate image among the financial community C) increased sales D) all of the above E) none of the above Answer: D Diff: 1 Skill: Concept LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Reflective thinking 32) Online companies create a ________: consumers gain information that turns them into sophisticated customers, opportunities to customize products easily, and entertainment content; marketers gain information about consumers that allows them to be more efficient and precise when marketing their products.

A) value vacuum B) one-sided transaction C) click-to-buy culture D) divestment opportunity E) value exchange Answer: E Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 33) The adoption of digital technologies has introduced drastic changes into the business environment, including which of the following?

A) Customers are forced to deal with distribution outlets and middlemen in order to obtain goods.

B) The exchange between marketers and customers is less interactive than in the past.

C) Consumers face more barriers to accessing information.

D) Marketers can offer more products and services than ever before.

E) Market research has become significantly more difficult.

Answer: D Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology

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34) Emerging digital technologies are allowing consumers to have more power than ever before.

This means that now customers ________.

A) are required to buy goods and services from local vendors B) are limited in the time of day that they are able to buy products C) can locate the best prices for products or services D) are more limited in the range of products that they can purchase E) are forced to acquire used items through middlemen instead of directly from the original owner Answer: C Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 35) As consumers spend more time online and have more technological tools that enable them to avoid exposure to TV ads, marketers are ________.

A) investing in flashier television advertisements to attract attention to themselves B) buying more air time in an attempt to crowd out their competitors' advertisements C) lobbying for legislation that will prohibit the sale of devices that allow consumers to avoid advertising on the basis that such devices are anti-competitive D) shifting dollars from traditional display advertising to sites like Facebook that can deliver huge audiences E) blocking out any mention of brand names during regular programming Answer: D Diff: 3 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 36) Technology enables marketers to do which of the following?

A) customize offerings and promotional messages B) offer more effective pricing C) utilize shorter distribution channels D) build long-term relationships with customers E) all of the above Answer: E Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology

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37) Cookies are used to track who is interested in what online and sold on exchanges like ________ to other companies who are interested in targeting people based on their interests.

A) eXelate and BlueKai B) cheapair.com and Hilton C) Amazon.com D) informationex.com E) IdeaLog.com Answer: A Diff: 3 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 38) When consumers use online sites to compare models and brands of products and click for more technical information, companies gain information about ________.

A) competitors' prices B) product attributes that consumers consider the most important C) buying patterns D) market research E) self-reported data Answer: B Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 39) When Samsung incorporated twitter comments about the iPhone into its advertising pitch, it was taking advantage of which facet of the interactive exchange?

A) the ability to get instant reactions to marketers' messages B) one-way communications C) consumer-generated content D) scanner panel data E) technological innovations Answer: C Diff: 3 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology

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40) Tracy licensed a new software product that enables her to figure out when the same person is accessing her company's website via a mobile phone, tablet, and/or computer so she can keep track of their behavior and target them accordingly. This is an example of ________.

A) cross-screen marketing B) cyberstalking C) time shifting D) mobile advertising E) commercial blanketing Answer: A Diff: 2 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 41) Based on the three criteria for successful customization, which of the following is least likely to be effectively customized?

A) running shoes B) fountain pens C) sunglasses D) laundry detergent E) an automobile Answer: D Diff: 2 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Application of knowledge 42) Which of the following is an example of how the Internet affects prices and distribution?

A) Consumers use smart phones to compare prices as they shop, leading to price matching guarantees from retailers.

B) Apple distributes iBooks via its digital bookstore, reducing prices of high school textbooks by almost 90%.

C) Marketers are using smartphone apps to target shoppers in stores who are looking for information about products.

D) Amazon installed Amazon Lockers in grocery, convenience and drugstores that accept packages for customers to pick up later.

E) all of the above Answer: E Diff: 1 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology; Application of knowledge

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43) ________ is defined as the ratio between the customer's perceived benefits and the resources used to obtain those benefits. A) Customer satisfaction B) Customer value C) Customer relationship management D) Consumer decision making E) Consumer marketing Answer: B Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Reflective thinking 44) Customers have different expectations when they purchase a Lexus than when they purchase a Hyundai. These expectations affect ________. A) market segmentation B) the value proposition C) customer satisfaction D) the corporate vision E) the market targeting Answer: C Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Application of knowledge 45) An individual's perception of the performance of a product or service in relation to one's expectations is known as ________. A) market segmentation B) customer satisfaction C) market targeting D) product placement E) product promotion Answer: B Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Reflective thinking

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46) ________ is turning individual consumer transactions into long-term customer relationships by making it in the best interests of customers to stay with the company rather than switch to another firm.

A) Market segmentation B) Customer satisfaction C) Market targeting D) Customer retention E) Product promotion Answer: D Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Reflective thinking 47) Which of the following is NOT one of the benefits of retaining loyal customers?

A) Loyal customers are more likely to purchase high margin supplemental products.

B) Loyal customers are more price-sensitive.

C) It is less expensive to service existing customers.

D) Loyal customer refer other customers and engage in positive word-of-mouth.

E) Loyal customers make employees' jobs easier and more satisfying.

Answer: B Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Analytical thinking 48) Antoine is in charge of customer acquisition and retention. He allocates more of his budget to customer retention than customer acquisition. Why does Antoine's decision make sense?

A) Low customer turnover is correlated with higher profits.

B) High customer turnover is correlated with higher profits.

C) Low customer acquisition is correlated with higher profits.

D) Low customer acquisition is correlated with higher employee satisfaction.

E) High customer acquisition is correlated with higher employee satisfaction.

Answer: A Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge

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49) Researchers have identified two interrelated forms of customer engagement with marketers: ________ and ________. A) customer satisfaction; commercial exchange B) social exchange; commercial exchange C) emotional bonds; customer satisfaction D) customer satisfaction; transaction-based relationships E) emotional bonds; transaction-based relationships Answer: E Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Reflective thinking 50) Social media transformed ________ by giving companies a way to easily collect input and customers' preferences. A) photography B) television commercials C) market trust D) market research E) customer bias Answer: D Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Analytical thinking 51) Walmart's use of Twitter chatter to inform their decision to sell cake pops is an example of social media's impact on ________.

A) photography B) television commercials C) market trust D) market research E) customer bias Answer: D Diff: 1 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Application of knowledge

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52) Which of the following determinants of customer satisfaction with online websites and merchants while shopping online is characterized by the merchant's ability to match purchase recommendations to one's needs and customize products and advertisements so the customer feels unique and valued? A) trust B) engagement C) network D) interactivity E) adaptation Answer: E Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Analytical thinking 53) Which of the following determinants of customer satisfaction with online websites and merchants while shopping online is characterized by the customer's willingness to count on the merchant to successfully complete the purchase transaction and feeling the merchant is reliable and honest? A) trust B) engagement C) network D) interactivity E) adaptation Answer: A Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Analytical thinking 54) Which of the following determinants of customer satisfaction with online websites and merchants while shopping online is characterized by an attractive site design; enjoyable shopping at the site; and an inviting, comfortable site? A) trust B) engagement C) network D) interactivity E) adaptation Answer: B Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Analytical thinking

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55) Which of the following describes Amazon's customers with high bonds and modest purchase levels?

A) inertia-driven customers B) transactional customers C) loyal customers D) delighted customers E) fans Answer: D Diff: 3 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 56) Which is NOT one of the benefits of highly satisfied customers?

A) They keep purchasing the same products.

B) They provide word-of-mouth to others.

C) They become customers for life.

D) They switch to competitors if offered a somewhat lower price.

E) They repeatedly buy the same brand.

Answer: D Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Analytical thinking 57) When Gary buys ice cream, he typically buys whichever brand is on sale that week. With regard to ice cream, Gary is best described as a(n) ________.

A) brand advocate B) apostle C) hostage D) terrorist E) mercenary Answer: E Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge

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58) Megan uses Bed Head hair products and enthusiastically recommends them to others any time she receives complements on her hair. With regard to hair products, Megan is best described as a(n) ________.

A) ambivalent consumer B) apostle C) hostage D) terrorist E) mercenary Answer: B Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 59) Norman dislikes the health insurance plan provided by his employer, but is unwilling to switch to a different health insurer because obtaining private health insurance would be significantly more expensive than the employer-subsidized plan in which he is currently enrolled. With regard to health insurance, Norman is best described as a(n) ________.

A) loyalist B) apostle C) hostage D) terrorist E) mercenary Answer: C Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 60) The primary objective of providing value to customers continuously and more effectively than the competition is ________.

A) to monopolize the market B) to produce a compelling advertising message C) to help recruit a dedicated workforce D) to avoid government regulation of the industry E) to create and to retain highly satisfied customers Answer: E Diff: 3 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Analytical thinking

20 .

61) Customer profitability-focused marketing ________. A) tracks costs and revenues of individual customers and then categorizes those consumers into tiers based on consumption behaviors that are specific to the company's offerings B) minimizes the cost of production in order to offer the product at the best price possible C) aggressively markets products to consumers who do not necessarily think that they need the product D) continually updates the product without regard to the needs of the consumer E) invests money in attracting customers that are very sensitive to price and are not loyal to any given brand Answer: A Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Analytical thinking 62) Sophisticated marketers selectively build relationships with customers according to their profitability by customer retention by ________. A) monitoring customers' consumption volume and shopping patterns B) creating tiers of customers according to their profitability levels C) developing distinct strategies for each group of customers D) A, B and C E) none of the above Answer: D Diff: 3 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Application of knowledge 63) John is a frequent flier, who travels with American Airlines at least 250,000 miles a year in first class. According to the text, the profitability classification given him would be ________. A) emerald B) sapphire C) titanium D) diamond E) platinum Answer: D Diff: 3 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Application of knowledge

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64) Using the classification system used by airlines in the text, a diamond or an emerald who is some miles short of keeping his or her status at the end of a given year technically must be "demoted" to ________.

A) gold B) sapphire C) diamond D) iron E) platinum Answer: B Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Analytical thinking 65) Which of the following customer retention measurement methods is described: the percentage of customers at the beginning of the year that are still customers by the end of the year?

A) customer valuation B) retention rate C) complaint analysis D) defection rate E) benchmark Answer: B Diff: 3 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Reflective thinking 66) Disney gets its cast members to go out of their way to make people happy by valuing its employees like internal customers, which is also known as ________.

A) termination costs B) internal manipulation C) customer gratitude D) customer gratuity E) internal marketing Answer: E Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge

22 .

67) The three distinct but interlocking steps of the consumer decision-making process are ________.

A) input, analysis, and output B) environment, search, and evaluation C) input, process, and output D) analysis, decision making, and output E) analysis, process, and output Answer: C Diff: 1 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Reflective thinking 68) In the consumer decision-making process, the ________ stage influences the consumer's recognition of a product need.

A) analysis B) evaluation C) input D) process E) output Answer: C Diff: 2 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking 69) In the consumer decision-making process, the ________ stage focuses on how consumers make decisions.

A) analysis B) evaluation C) input D) process E) output Answer: D Diff: 2 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking

23 .

70) In the consumer decision-making process, the ________ stage focuses on how consumers make decisions. A) analysis B) evaluation C) input D) process E) output Answer: E Diff: 2 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book. AACSB: Analytical thinking 71) Ryan runs a store that caters to athletes. He divides the athletic market into different subsets of shoe consumers, such as runners, basketball players, and golfers, which is known as ________.

A) market targeting B) product placement C) product positioning D) market segmentation E) social marketing Answer: D Diff: 2 Skill: Application LO: and 1.1: To understand the evolution of the marketing concept, what consumer behavior is, the components of strategic marketing.

AACSB: Application of knowledge 72) Ryan runs a store that caters to athletes. He divides the athletic market into different subsets of his shoe consumers, such as runners, basketball players, and golfers. Ryan decides to focus attention on that segment of the market that is interested in running. This selection of a specific market segment is known as ________.

A) social marketing B) market targeting C) product placement D) market segmentation E) product positioning Answer: B Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge

24 .

73) Ryan runs a store that caters to athletes. He portrays his store as a one-stop-shop for all your running needs, so he has developed a distinct image for his store. This is an example of ________.

A) segmentation B) targeting C) placement D) positioning E) social marketing Answer: D Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 74) Transatlantic Airlines identifies the most profitable customers and offers them specific incentives, a practice known as ________.

A) social marketing B) customer profitability-focused marketing C) market targeting D) market segmentation E) product positioning Answer: B Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 75) Which of the four disciplines that helps shape our understanding of consumer behavior is defined as the study of the human mind and the mental factors that impact behavior?

A) psychology B) sociology C) anthropology D) communication E) economics Answer: A Diff: 1 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking

25 .

76) Which of the four disciplines that helps shape our understanding of consumer behavior is defined as the study of the development, structure, functioning and problems of human society?

A) psychology B) sociology C) anthropology D) communication E) economics Answer: B Diff: 1 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking 77) Which of the four disciplines that helps shape our understanding of consumer behavior compares human societies' culture and development?

A) psychology B) sociology C) anthropology D) communication E) economics Answer: C Diff: 1 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking CAR MINI CASE: In the early 1900s, Henry Ford made a fortune manufacturing Model T cars and selling them cheaply, making the automobile affordable for a much larger proportion of the population than had previously been the case. He accomplished this by producing only one model of car and doing so cheaply and at high volumes through the utilization of assembly line manufacture. In 1923, General Motors decided to increase its market share in the automobile industry by offering, instead of just one model, as Ford did, a variety of affordable massproduced models to meet the various differing needs of different types of consumers.

78) In the CAR MINI CASE, Ford's business strategy focused on ________.

A) targeting the market B) positioning its product C) developing a value proposition D) segmenting the market E) minimizing production costs Answer: E Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge

26 .

79) In the CAR MINI CASE, Ford's business approach exhibited a ________. A) production concept B) marketing concept C) societal marketing concept D) product concept E) selling concept Answer: A Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 80) In the CAR MINI CASE, which of the following elements of the marketing mix was central to Ford's business model?

A) promotion B) product C) price D) placement E) production Answer: C Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 81) In the CAR MINI CASE, by offering a variety of cars to choose from, General Motors was able to differentiate itself from Ford by demonstrating to consumers that it could offer ________.

A) organizational buying power B) compelling consumer research C) an effective marketing mix D) a unique selling proposition E) significantly lower prices Answer: D Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge

27 .

RYAN'S RUNNERS MINI CASE: Ryan wants to open a store that caters to athletes, but, due to space and budgetary constraints, he recognizes that he will not be able to offer the same variety and selection of products as does the local athletic mega-store, so he has decided to focus specifically on runners. He stocks shoes and related gear for runners, and maintains a staff that is knowledgeable and enthusiastic about running. Ryan's advertising campaign emphasizes his store's high standard of customer service and selection of products specifically tailored to meet the needs of the runner. 82) In the RYAN'S RUNNERS MINI CASE, the process of dividing the athletic market into different subsets of shoe consumers, such as runners, basketball players, and golfers, is known as ________. A) market targeting B) product placement C) product positioning D) market segmentation E) social marketing Answer: D Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Application of knowledge 83) In the RYAN'S RUNNERS MINI CASE, Ryan decides to focus his attention on that segment of the market that is interested in running. This selection of a specific market segment is known as ________. A) social marketing B) market targeting C) product placement D) market segmentation E) product positioning Answer: B Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing. AACSB: Application of knowledge

28 .

84) In the RYAN'S RUNNERS MINI CASE, by portraying his store as a one-stop-shop for all your running needs, Ryan has developed a distinct image for his store. This is an example of ________.

A) segmentation B) targeting C) placement D) positioning E) social marketing Answer: D Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 85) In the RYAN'S RUNNERS MINI CASE, which of the four elements of the marketing mix does Ryan use to differentiate his store in the marketplace?

A) place B) positioning C) promotion D) price E) product/service Answer: E Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 86) In the RYAN'S RUNNERS MINI CASE, which of the following is most likely to represent the unique selling proposition at Ryan's Runners?

A) Ryan's Runners offers the widest selection of athletic shoes in town.

B) Ryan's Runners is the price leader in running gear.

C) At Ryan's Runners, runners can find high quality products and get recommendations from employees who share their passion for running.

D) Ryan's Runners is a place where all athletes can find all the equipment they need for the sport of their interest.

E) all of the above Answer: C Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge

29 .

AIRLINE MINI CASE: Transatlantic Airlines flies between popular destinations in the United States and western Europe, and claims to deliver "a first class experience for every passenger."

All ticket purchases are made online, and users of the Transatlantic website must register before they search for flights. Transatlantic uses this information to determine which consumers are generating the most profits for the company, which services they purchase most frequently, and which services they are potentially interested in but are not purchasing. This information is then used to make specific promotional offers to profitable customers in an attempt to retain their business and to expand the range of flight services that they purchase. Transatlantic also uses this information to provide unexpected perks to highly profitable customers, like free upgrades to first class.

87) In the AIRLINE MINI CASE, when Transatlantic upgrades the seat assignment of especially loyal customers, the airline is attempting to increase ________.

A) net revenue B) production capacity C) customer satisfaction D) social responsibility E) profit margins Answer: C Diff: 3 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 88) In the AIRLINE MINI CASE, by tracking flight searches and developing services to better meet customers' unfulfilled needs, Transatlantic adheres to the ________.

A) social marketing concept B) production concept C) selling concept D) marketing concept E) product concept Answer: D Diff: 3 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge 89) Consumer behavior includes the behavior that consumers display in searching for, purchasing, evaluating and disposing of products and services.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking

30 .

90) Marketing-oriented companies try to persuade consumers to buy what the firm has already produced, regardless of whether those goods satisfy consumers' needs.

Answer: FALSE Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 91) The production concept makes sense in developing countries where the main objective is to make products available to the maximum number of consumers at the lowest prices.

Answer: TRUE Diff: 3 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge 92) Marketing myopia causes companies to focus on crucial changes in the marketplace as they look through the window rather than into the mirror.

Answer: FALSE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 93) The selling concept does not consider customer satisfaction because consumers who are aggressively induced to buy products they do not want or need will not buy them again.

Answer: TRUE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 94) Implementing the marketing concept includes consumer research, market segmentation, a combination of the product, price, place and promotion strategies, providing value, and longterm customer satisfaction and retention.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking

31 .

95) Companies that focus on understanding customers are able to continue to grow and remain leaders in their industries in spite of increased competition and changing business environments.

Answer: TRUE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 96) No matter where we are born, we all have the same biological needs: needs for food, nourishment, water, air and shelter from the environment's elements.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 97) Most products do not have substitutes or similar products in the marketplace, so having a distinct benefit is usually unimportant for marketers.

Answer: FALSE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking 98) Me-too products lack a unique image or benefit.

Answer: TRUE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Reflective thinking 99) Post-purchase benefits such as warranties and return policies are part of the place element of the marketing mix.

Answer: FALSE Diff: 2 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Analytical thinking

32 .

100) The societal marketing concept requires marketers to fulfill the needs of the target audience in ways that improve, preserve and enhance society's well-being and meet business objectives.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Ethical understanding and reasoning 101) The Physicians Committee for Responsible Medicine targeted Burger King in television commercials that blame it for heart disease.

Answer: FALSE Diff: 2 Skill: Application LO: 1.4: To understand marketers' social and ethical responsibilities.

AACSB: Ethical understanding and reasoning 102) The Internet offers marketers the ability to customize their products, services, and promotional messages to individual consumers, as seen in how Amazon.com sends emails to customers who are interested in a product category telling them about a new promotional offer.

Answer: TRUE Diff: 1 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 103) Much like traditional television advertising, digital technologies allow for two-way interactive exchanges between customers and marketers.

Answer: FALSE Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 104) When Amazon buyers find books instantly, read sample pages and reviews posted by other readers, and begin reading purchased books within minutes after placing their orders, Amazon collects information about what books they looked at, the sample pages and reviews they clicked on, and the time spent on each activity. This is an example of a value exchange.

Answer: TRUE Diff: 2 Skill: Application LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Application of knowledge

33 .

105) The societal marketing concept advocates a short-term perspective in driving for increased market share and quick profits.

Answer: FALSE Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Ethical understanding and reasoning 106) The downside of electronic communications is marketers have less ability to gauge the effectiveness of their promotional messages than they did via traditional media outlets.

Answer: FALSE Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Analytical thinking 107) Cross-screen marketing consists of tracking and targeting users across their computers, mobile phones and tablets.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Reflective thinking 108) Customization is more practical and effective for marketers who are selling low involvement products.

Answer: FALSE Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Analytical thinking 109) The three drivers of successful relationships between marketers and customers are customer value, high levels of customer satisfaction, and customer retention.

Answer: TRUE Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Reflective thinking

34 .

110) Customer satisfaction is a function of customer expectations.

Answer: TRUE Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Reflective thinking 111) Sophisticated marketers today practice selective relationship building, which can lead to companies rejecting or firing certain types of consumers.

Answer: TRUE Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Reflective thinking 112) Purchase behavior and post-purchase evaluation are elements of the input stage of the consumer decision-making model.

Answer: FALSE Diff: 1 Skill: Concept LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Analytical thinking 113) Courtney has been looking at laptop computers for a while and has decided to purchase a Dell. Courtney's decision to purchase a Dell signifies the output stage of decision making.

Answer: TRUE Diff: 2 Skill: Application LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Application of knowledge 114) Students with expertise in consumer behavior should pursue employment in three areas: brand management, advertising, and consumer research.

Answer: TRUE Diff: 1 Skill: Application LO: 1.6: To explain how the knowledge of consumer behavior advances seeking employment after graduation.

AACSB: Application of knowledge

35 .

115) Define consumer behavior. What is the scope of consumer behavior?

Answer: Consumer behavior is defined as the behavior that consumers display in searching for, purchasing, using, evaluating and disposing of products and services that they expect will satisfy their needs. It focuses on how individuals make decisions to spend their valuable resources, time, money and effort on consumption-related items. It helps marketers decide how to communicate about and deliver products to consumers and informs marketers based on how individuals make decisions about how to spend their available resources (time, money, effort) on products and services.

Diff: 1 Skill: Concept LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Written and oral communication 116) Imagine you are training a marketing intern on how your company, which markets athletic footwear, uses market segmentation, target marketing and positioning. Explain what each is and provide an example.

Answer: Market segmentation is the process of dividing a market into subsets of consumers with common needs or characteristics. It consists of groups with shared needs that are different from those shared by other groups. Targeting is selecting the segments that the company views as prospective customers and pursuing them. Positioning is the process by which a company creates a distinct image and identity for its products, services, and brands in consumers' minds. The image must differentiate the company's offering from competing ones and communicate to the target audience that the particular product or service offers a unique benefit and fulfills their needs better than competing offerings. Successful positioning focuses on communicating the benefits that the product provides.

Examples will vary, but an example in the context of running shoes might segment the market based on gender, geographic location, benefits sought (e.g. trail running, track running, cross training), age, technological savviness. The selected target should be drawn from the outlined segments (e.g. women between the ages of 25-40 who are technologically savvy and run on asphalt to train for races). The positioning should express the unique benefits that are likely to meet the needs/wants of the selected target audience (more support, app that tracks distances, unique style, etc.)

Diff: 2 Skill: Application LO: 1.1: To understand the evolution of the marketing concept, what consumer behavior is, and the components of strategic marketing.

AACSB: Application of knowledge

36 .

117) Provide three specific examples of how the Internet and related technologies improve marketing transactions by adding value that benefits marketers and/or customers.

Answer: Examples may vary and can be related to the marketing mix, segmentation, targeting, positioning and/or customer retention. Examples may include: • Use of electronic devices makes it easier for companies to track consumer information and behavior and deliver more targeted offerings and communications. • Marketers can customize product offerings and promotional messages, offer more effective pricing based on past behavior, shorter distribution channels, and build long-term relationships with customers using two-way communications and information about customer preferences.

• Consumers are more sophisticated, with increased ability to customize products and entertainment offerings; increased access to price and product information from a variety of sources; and increased ability to compare products online.

Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Information technology 118) Identify the three conditions under which customization is most likely to be effective and provide an example of a successful customizable offering that meets these criteria.

Answer: 1. Consumers must clearly understand their preferences 2. Consumers must express their preferences 3. Consumers must be involved in the product Examples may vary. The examples in the text include Oakley sunglasses, Barnes & Noble and fountain pens. In their examples, students should tie the example to a clear understanding of preferences, willingness to express those preferences, and high product involvement.

Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers.

AACSB: Application of knowledge 119) In terms of expectations, when is a customer not satisfied, satisfied, and delighted?

Answer: A customer is satisfied when the expectations have been met; a customer is dissatisfied when expectations have not been met and the product did not perform as expected. A customer is highly satisfied or delighted when the product or service has exceeded the expectations of the customer.

Diff: 1 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Written and oral communication

37 .

120) Identify and discuss the reasons for which small reductions in customer defections produce significant increases in profits. Answer: 1) Loyal customers buy more products. 2) Long-term customers who are familiar with the company's products are an important asset for developing and testing new products and services. 3) Loyal customers are less price sensitive and pay less attention to competitors' advertising. 4) Servicing existing customers, who are familiar with the firm's offerings and processes, is cheaper. 5) Loyal customers spread positive word of mouth and refer other customers. 6) Marketing efforts aimed at attracting new customers are expensive. In saturated markets, there may not even be new customers. 7) Employees' jobs are easier and more satisfying when customers are loyal and easier to serve.

Diff: 2 Skill: Concept LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention. AACSB: Written and oral communication 121) Identify and briefly describe the two interrelated forms of customer engagement with marketers. Provide an example that shows why a company needs to consider both types of engagement.

Answer: Emotional bonds and transaction-based relationships are the two interrelated forms of customer engagement with marketers. Emotional bonds are high levels of commitment and attachment to the company. Transaction-based relationships relate to purchase levels, which may occur independent of an emotional bond. Examples may vary, but an example from the text is Amazon's differentiation of fans (high emotional bonds and high purchase levels); loyal customers (lower emotional bonds and high purchase levels); delighted customers (high emotional bonds and modest purchase levels); and transactional customers (low emotional bonds and infrequent purchase levels).

Diff: 2 Skill: Application LO: 1.3: To understand providing value and satisfaction and how technology has enhanced customer loyalty and retention.

AACSB: Application of knowledge

38 .

122) Identify and briefly describe five of the factors that determine customer satisfaction with online websites and merchants while shopping online. Answer: Students should identify five of the following: 1. Adaptation: The merchant's purchase recommendations match one's needs; enabling to order products that are tailor-made; personalized advertisements and promotions; feeling like a unique and valued customer. 2. Interactivity: Ability to view merchandise offerings from different perspectives; search tool that enables to quickly locate products; having tools that make comparisons easy; useful information. 3. Nurturing: Receiving reminders about making purchases; providing relevant information for one's purchases; appreciates one's business; making an effort to increase its business with the customer; cultivating a relationship with the customer. 4. Commitment: Delivering goods on time; responding to problems encountered; customer friendly return policies; taking good care of customers. 5. Network: Customers sharing experiences about their product purchases on the merchant's website; useful network for sharing experiences; shoppers benefit from the community of prospects and customers sponsored by the merchant. 6. Assortment: Merchant provides "one-stop shopping" for most online purchases, site satisfies shopping needs; merchant carries wide assortment and selection of products. 7. Transaction Ease: Merchant's website can be navigated intuitively; a first-time buyer being able to make a purchase without much help; site is user-friendly and enables quick transactions. 8. Engagement: The merchant's site design is attractive; enjoyable shopping at the site; feeling that the site is inviting; feel comfortable shopping at the site. 9. Loyalty: Seldom considering switching to another merchant; usually clicking on the merchant's site whenever needing to make a purchase; liking to navigate the site; one's favorite merchant to do business with. 10. Inertia: Unless becoming very dissatisfied, changing to a new merchant would not be worth the bother; finding it difficult to stop shopping at the site; feeling that the cost in time, money, and effort to change merchants is high. 11. Trust: Counting on the merchant to complete purchase transactions successfully; trusting the site's performance; feeling that the merchant is reliable and honest. Diff: 2 Skill: Concept LO: 1.2: To understand how technology has benefited both marketers and consumers. AACSB: Written and oral communication

39 .

123) Identify the three components of the decision-making process. In your response, please provide an example of what someone who was in the market for a new television might do at that stage in the process.

Answer: The three stages of the decision-making process are the input, process and output stages. During the input stage, consumers are influenced by the firm's marketing efforts and external sociocultural influences. During the input stage, the consumer may not even be aware of a need for a television, but may notice the television sets in stores, promoted online or on television, and may be influenced by the televisions of others. These inputs are affected by the individual's psychological factors to affect whether the consumer recognizes a need, searches for information, and how they evaluate alternatives during the process stage. For example, a consumer in the market for a television might visit websites to learn about specific products, their prices, and where they are sold. The consumer is likely to be more interested in marketing communications about televisions, including advertising and publicity, and may seek out product reviews from friends, family members, and third party sources like Consumer Reports. During the process stage, the consumer's motivation, perception, learning, personality, and attitudes will affect how the consumer responds to those inputs and whether or not s/he selects a television in the output stage.

The output stage includes purchase behavior and post-purchase evaluation. In the television example, the purchase is a high involvement purchase, so sales support, information, and warranties may be important factors during this stage. After purchase, the consumer will decide whether s/he is satisfied with the product, may engage in positive/negative word-of-mouth and/or may participate in a product review. The post-purchase stage also includes the consumer's ultimate disposal of the television.

Diff: 2 Skill: Application LO: 1.5: To understand consumer decision making as the foundation of this book.

AACSB: Application of knowledge

40 .

124) What three areas should students with expertise in consumer behavior pursue employment in ? Answer: Students with expertise in consumer behavior should pursue employment in three areas: brand management, advertising, and consumer research. Brand management is the process of maintaining, improving, and upholding a brand so that it is clearly differentiated from other offerings in the same product category. Brand management stems from the marketing concepts stating that marketers must satisfy consumer needs and retain customers, through the four elements of the marketing mix: product, price, place, and promotion. Students with solid knowledge of how to understand consumers' needs, motivation, perception, and attitudes are proficient in forming strategies that distinguish the brand from competing alternatives. Such proficiencies will convince consumers to buy products introduced under the brand name, provide continued satisfaction, and create longterm customers. Understanding perception is particularly important because it enables newly hired graduates to demonstrate they understand how marketers position products in highly competitive markets by forming an easily and favorably recognizable brand image in consumers' minds. Additionally, understanding the concept of stimulus generalization enables proficiency in designing and adding items into successful product lines effectively because consumers would believe that a familiar name delivers satisfaction and quality. Students who understand how consumers' purchases are influenced by their peers, family, and social standing, and their values and customs grasp the crucial role of reference groups and word-ofmouth when new products and brand extensions are introduced. Understanding the diffusion of innovations provides strategic insights for designing and launching brand offerings, and proficiency in comprehending cross-cultures is crucial when U.S. brands introduced abroad are customized to fit local cultures. Advertising includes writing advertising copy, creating visuals, ensuring that the right messages reach the right consumers at the right time, and determining in which media to place ads, including when and for how long. Studying consumer behavior prepares students for becoming copy writers, planning and implementing advertising strategies, measuring the effectiveness of advertising campaigns and, if necessary, redesign promotional messages to make them more persuasive. Specifically, the knowledge of communication provides students with abilities to select appeals that are likely to persuade consumers and to structure messages that would be easily understood by them. The knowledge of learning is crucial in designing promotions because it explains how consumers retain information and how to ensure that they will remember it by constructing advertising schedules. The most important aspect in persuasion is source credibility and the trustworthiness of the source that stems from consumers' perception of the source's expertise, reliability, and reputation. Understanding the distinction between formal and informal sources, as well as the differences between impersonal and interpersonal communications is crucial in transmitting advertising messages that will be recalled and remain impactful and influential.

41 .

After constructing the ads, marketers must carefully select the media in which to place the ads. Students can become media planners and buyers because the study of consumer behavior includes learning about the strategic advantages and limitations of traditional media such as newspapers, TV, and radio, as well as new channels of communications, such as social media.

CONSUMER RESEARCH Consumers are complex individuals, subject to a variety of psychological and social needs, and the needs and priorities of different consumer segments differ dramatically. To design products and marketing strategies that fulfill consumer needs, marketers must study consumers' consumption behavior in depth. The term consumer research refers to the process and tools used to study consumer behavior. Consumer research is a form of market research, a process that links the consumer, customer, and public to the marketer through information in order to identify marketing opportunities and problems, evaluate marketing actions, and judge the performance of marketing strategies. The market research process outlines the information required, designs the method for collecting information, manages the data collection process, analyzes the results, and communicates the findings to marketers. Diff: 2 Skill: Application LO: 1.6: To explain how the knowledge of consumer behavior advances seeking employment after graduation. AACSB: Application of knowledge

42 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 2 Market Segmentation and Real-Time Bidding 1) The process of dividing a market into distinct subsets of consumers with common needs or characteristics is known as ________.

A) target marketing B) market segmentation C) consumer behavior D) the marketing concept E) market evaluation Answer: B Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 2) Qantas Airlines targets four distinct segments: coach passengers, premium economy, business and first class, and uses ________ to clearly differentiate between the options targeted at each segment.

A) positioning B) behavioral targeting C) geographic segmentation D) reverse targeting E) countersegmentation Answer: A Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 3) The ________ of a product or service is the process by which a company creates a distinct image and identity for its products, services, and brands in consumers' minds.

A) segmentation B) target C) positioning D) psychographic inventory E) concentrated marketing strategy Answer: C Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

1 .

4) Which of the following is NOT one of the characteristics of an effective target?

A) identifiable B) sizeable C) reachable D) inaccessible E) congruent with the marketer's objectives and resources Answer: D Diff: 1 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Reflective thinking 5) A financial firm advertising in the Wall Street Journal should use which database to determine which geographic areas of the country include substantial numbers of their Business Class segment?

A) Nielsen MyBestSegments B) VALS C) PRIZM D) Nielsen NetRatings E) Magazine Readers Index (MRI) Answer: C Diff: 3 Skill: Application LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Application of knowledge 6) Consumers' characteristics can be classified as either behavioral or cognitive. In this context, behavioral data can be determined from direct questioning and categorized by a single objective measure. Examples of behavioral data include ________.

A) demographics, gender, and benefits wanted B) usage rate, level of involvement, and psychographics C) personality traits, lifestyles, and family life cycle D) education, quantity of product purchased, and gender E) level of involvement, awareness of product alternatives, and benefits wanted Answer: D Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Analytical thinking

2 .

7) Consumers' characteristics can be classed as either behavioral or cognitive. In this context, cognitive factors are abstract, can be determined only through more complex psychological and attitudinal questioning, and generally have no single, universal definitions. Examples of cognitive factors include ________.

A) demographics, gender, and benefits wanted B) usage rate, level of involvement, and education C) personality traits, lifestyles, and gender D) education, usage situation, and social class E) cultural values, personality traits, and benefits sought Answer: E Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Analytical thinking 8) Consumers' characteristics can be classed as either consumer-intrinsic or consumptionspecific. In this context, consumer-intrinsic features stem from the consumer's physical, social, and psychological characteristics. Examples of consumer-intrinsic features include ________.

A) demographics, gender, and benefits sought B) usage rate, level of involvement, and psychographics C) personality traits, cultural values, and income D) education, consumption-specific attitudes, and social class E) attitudes regarding shopping, awareness of product alternatives, and benefits wanted Answer: C Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Analytical thinking 9) Consumers' characteristics can be classed as either consumer-intrinsic or consumptionspecific. In this context, consumption-specific features are attitudes and preferences toward specific products or buying situations. Examples of consumption-specific features include ________.

A) demographics, gender, and benefits sought B) attitudes toward shopping, benefits sought in products, and frequency of leisure activities C) personality traits, lifestyles, and income D) education, usage situation, and gender E) personality traits, awareness of product alternatives, and attitudes toward political issues Answer: B Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Analytical thinking

3 .

10) In reference to consumer characteristics, ________ can be determined from direct questioning or observation and categorized by a simple objective measure, whereas ________ are abstract and can be determined only through more complex psychological and attitudinal questioning.

A) consumption-based features; consumer-intrinsic features B) behavioral data; cognitive data C) product-specific features; consumption-based features D) cognitive data; behavioral data E) consumer-intrinsic features; consumption-based features Answer: B Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 11) Another term for psychographic characteristics is ________.

A) age B) lifestyles C) benefits sought D) use-situation factors E) use-related factors Answer: B Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 12) Age, gender, and income are bases of which of the following types of segmentation?

A) geographic segmentation B) sociocultural segmentation C) benefit segmentation D) demographic segmentation E) psychological segmentation Answer: D Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

4 .

13) ________ is/are defined by computing an index based on three quantifiable variables: income, education, and occupation.

A) Demographics B) Social class C) Psychographics D) Personality traits E) Sociocultural values Answer: B Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 14) When Colgate commonly targets age groups into four segments and offers each one its own toothpaste, they are using ________ segmentation.

A) demographic B) sociocultural C) psychological D) physiological E) use-related Answer: A Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 15) ________ information is often the most accessible and cost-effective way to identify a target market.

A) Demographic B) Sociocultural C) Psychological D) Physiological E) Benefit Answer: A Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

5 .

16) Many marketers target the generation that is 18 to 34 years old, known as the ________.

A) millennial Generation B) generation X C) generation Z D) net gen E) baby boomers Answer: A Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 17) Which of the following is NOT an example of the recent shift in traditional gender roles in product targeting and advertising?

A) Van Gogh Blue vodka targeting women B) Frito-Lay targeting women C) television shows targeting women D) department stores targeting men with grooming products E) Dove Men+Care Answer: C Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 18) Traditionally, the ________ has been the focus of most marketing efforts.

A) mother B) family C) individual D) child E) teen Answer: B Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

6 .

19) ________ is felt by many marketers to be a strong indicator of the ability to pay for a product.

A) Age B) Gender C) Occupation D) Education E) Income Answer: E Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 20) As a base for market segmentation, ________ is/are commonly computed as a weighted index of education, occupation, and income.

A) social class B) family life cycle C) personality traits D) sociocultural values E) psychographics Answer: A Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 21) ________ implies a hierarchy in which individuals in the same class generally have the same degree of status, whereas members of other classes have either higher or lower status.

A) Usage rate B) Subculture C) Family life cycle D) Social class E) Religion Answer: D Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

7 .

22) Marketers segment some populations on the basis of cultural heritage and ________ because members of the same culture tend to share the same values, beliefs, and customs.

A) demographics B) social class C) ethnicity D) personality traits E) sociocultural values Answer: C Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Diverse and multicultural work environments 23) PRIZM is an example of ________ segmentation.

A) demographic B) geodemographic C) psychographic D) sociocultural E) use-related Answer: B Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 24) The most popular use of geography in strategic targeting is ________ – a hybrid segmentation scheme based on the premise that people who live close to one another are likely to have similar financial means, tastes, preferences, lifestyles, and consumption habits.

A) countersegmentation B) geodemographics C) behavioral targeting D) social class E) psychographics Answer: B Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

8 .

25) Consumer innovators are generally characterized by which of the following personality traits?

A) confident enough to experiment and self directed more than others in trying new things B) reserved and skeptical of marketing information C) extraverted and risk averse D) high in exhibition and reserved E) extraverted and reserved Answer: A Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 26) Lifestyles, also known as ________, consist of activities, interests, and opinions.

A) psychographics B) demographics C) geodemographics D) personality traits E) benefit segmentation Answer: A Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 27) Level of agreement with which of the following statements is associated with the Personal Controls Psychographic Factor?

A) I generally give gifts because people expect me to.

B) I seek fun and enjoyment in life.

C) The look of a website is an important factor in my buying decisions.

D) My friends often ask me for advice on fashion.

E) I am more conventional than experimental.

Answer: B Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

9 .

28) The widely used segmentation system combining lifestyle and values is ________.

A) PALS B) VALS C) LAPS D) SALS E) CALS Answer: B Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 29) The VALS typology classifies the American adult population into eight distinctive subgroups based on their motivations and level of resources. The three primary motivations include ________.

A) ideals, education, and achievement B) ideals, achievement, and self-expression C) knowledge, education, and self-expression D) independence, aptitude, and achievement E) aptitude, ideals, and self-expression Answer: B Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 30) In the VALS typology, ________ are motivated by ideals and tend to have low resources.

They are generally slow to change as well as technology averse, and tend to prefer familiar products and established brands.

A) Innovators B) Believers C) Thinkers D) Strivers E) Experiencers Answer: B Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

10 .

31) In the VALS typology, Achievers are motivated by achievement and tend to have high resources. They have goal-oriented lifestyles that center on family and career. This segment tends to prefer ________.

A) familiar products and established brands B) value over luxury, and tend to buy basic products C) products that offer durability, functionality, and value D) products that reflect cultivated tastes for upscale niche products and services E) premium products that demonstrate success to their peers Answer: E Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 32) In the VALS typology, Thinkers are motivated by ideals and tend to have high resources.

They tend to be well educated and actively seek out information in the decision-making process.

This segment tends to prefer ________.

A) familiar products and established brands B) value over luxury, and tend to buy basic products C) products that offer reliability and value D) products that reflect cultivated tastes for upscale niche products and services E) premium products that demonstrate success to their peers Answer: C Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 33) In the VALS typology, Makers are motivated by self-expression and tend to have low resources. They choose hands-on constructive activities and spend leisure time with family and close friends. This segment tends to prefer ________.

A) familiar products and established brands B) value over luxury, and tend to buy basic products C) products that offer durability, functionality, and value D) products that reflect cultivated tastes for upscale niche products and services E) premium products that demonstrate success to their peers Answer: B Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

11 .

34) In the VALS typology, Innovators are successful, take-charge people with high self-esteem.

Because they have such abundant resources, they exhibit all three primary motivations in varying degrees. They are change leaders and are the most receptive to new ideas and technologies. This segment tends to prefer ________.

A) familiar products and established brands B) value over luxury, and tend to buy basic products C) products that offer durability, functionality, and value D) products that reflect cultivated tastes for upscale niche products and services E) premium products that demonstrate success to their peers Answer: D Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 35) When Colgate offers Colgate Total, which provides 12-hours of germ fighting; Colgate Max Fresh, which fights bad breath; and Colgate Sensitive Pro-Relief for people who have sensitive gums, they are segmenting based on ________.

A) usage rate B) benefits C) personality D) culture E) values Answer: B Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 36) Marketers of many products such as soup, laundry detergent, beer, and dog food have found that a relatively small group of heavy users accounts for a disproportionately large percentage of the total product usage. Targeting these heavy users specifically is an example of ________.

A) benefit-based segmentation B) demographic segmentation C) cross-cultural segmentation D) usage-rate segmentation E) usage situation segmentation Answer: D Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

12 .

37) Rate of usage is strongly related to two cognitive dimensions: product involvement and ________.

A) product awareness status B) background C) personality D) awareness E) country of origin Answer: A Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 38) Sunshine Cruise Lines markets Adventure Cruises as a way to see multiple islands from the comfort of a single ship, alleviating the hassle of flying between islands and staying in a different hotel every couple of nights. Targeting consumers who view this convenience as appealing is an example of ________.

A) countersegmentation B) cultural segmentation C) usage rate segmentation D) demographic segmentation E) benefit segmentation Answer: E Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 39) Rosetta Car Rental exercises ________ when it stocks more convertible cars in California than in New York.

A) demographic segmentation B) geographic segmentation C) sociocultural segmentation D) psychographic segmentation E) usage-situation segmentation Answer: B Diff: 1 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

13 .

40) Beyond flavor and the presence or absence of sugar, Nicorette offers a gum that will whiten your teeth while satisfying your nicotine craving and helping you quit smoking. This gum has been positioned on the basis of ________.

A) demographic segmentation B) family life cycle segmentation C) psychographic segmentation D) mass marketing E) benefit segmentation Answer: E Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 41) ________ segmentation differentiates among heavy users, medium users, light users, and nonusers of a specific product, service or brand.

A) Brand awareness B) Brand loyalty C) Usage rate D) Sociocultural E) Benefit Answer: C Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 42) Research has shown that 25 percent of beer drinkers account for about 75 percent of all beer consumed. This is an example of a justification for ________ segmentation.

A) benefit B) usage rate C) psychographic D) lifestyle E) usage-situation Answer: B Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

14 .

43) Whether or not consumers need to be informed about a product relates to consumers' ________.

A) awareness status B) usage situation C) attitude D) usage rate E) learning-involvement Answer: A Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 44) The greeting card industry capitalizes on occasions to sell products; this is a perfect example of ________ segmentation.

A) lifestyle B) benefit C) usage situation D) demographic E) geographic Answer: C Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 45) Which of the following is NOT tracked during online navigation to inform behavioral targeting?

A) the sites consumers visit B) the pages consumers look at on a site C) lifestyles and personalities D) how often consumers return to a site E) brick-and-mortar purchases Answer: E Diff: 2 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Information technology

15 .

46) ________ consists of looking at merchandise at a physical store, scanning its barcode with smartphones and using these devices to check the items' prices and purchase the items online.

A) Mobile Targeting B) Geofencing C) Psychographics D) Showrooming E) GPS marketing Answer: D Diff: 2 Skill: Concept LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Information technology 47) ________ are measures that predict consumers' future purchases on the basis of past buying information and other data.

A) Showroom analytics B) Predictive analytics C) Geofencing analytics D) Social analytics E) Consumer spying analytics Answer: B Diff: 2 Skill: Concept LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Information technology 48) Acxiom databases track all of the following EXCEPT ________.

A) weight B) vacation dreams C) household health worries D) education E) fingerprints Answer: E Diff: 1 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Application of knowledge

16 .

49) ________ are bits of computer code placed on browsers to keep track of online activity.

A) Data brokers B) Candies C) Cookies D) Binodes E) Real-time bidding Answer: C Diff: 2 Skill: Concept LO: 2.3: To understand real-time bidding as compared with market segmentation. AACSB: Information technology 50) Which of the following is NOT one of the characteristics of an effective target?

A) identifiable B) sizeable C) reachable D) inaccessible E) congruent with the marketer's objectives and resources Answer: D Diff: 1 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Reflective thinking 51) Promotional alerts sent to the smartphones of customers, who opted into this service, when the customers near or enter the store is called ________.

A) psychographic segmentation B) geodemographic segmentation C) real-time bidding D) showrooming E) geofencing Answer: E Diff: 2 Skill: Application LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Application of knowledge

17 .

52) Most marketers prefer to target consumer segments that are ________.

A) small B) profitable C) unpredictable D) inaccessible E) expensive to pursue Answer: B Diff: 1 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Reflective thinking 53) Peter wants to segment the target audience for his frozen yogurt shop based on benefits sought. Unlike demographic variables, the benefits sought variable is difficult to measure, so it is not as ________.

A) profitable B) stable in terms of consumption patterns C) identifiable D) inaccessible E) expensive to pursue Answer: C Diff: 2 Skill: Application LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Application of knowledge 54) The image and unique identity of a product, service or brand in consumers' minds is called its ________.

A) position B) perception C) segment D) target E) imposition Answer: A Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

18 .

55) ________ is the process by which a company intentionally changes the distinct image and identity that its product or brand occupies in consumers' minds.

A) Premier position B) Positioning against competition C) Repositioning D) Key attribute positioning E) Umbrella positioning Answer: C Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking MUSEUM MINI CASE: Central City Art Museum is looking to increase museum revenues by trying to draw more people to the museum. Research has shown that the most frequent users of the museum are over 55 years old, have college degrees, and have a household income of over $100,000. Less frequent users of the museum have the same education and income profile as frequent users, but tend to be younger, between 35 and 55. Surveys suggest that these younger adults would use the museum more frequently, but do not have enough time due to the demands of their children and families. In order to increase museum entrance revenues, the administrative team wants to attract people who are likely to become heavy users of the museum when they get older, and try to bring them into the heavy user category at an earlier age. In an effort to encourage heavy museum use, the museum has begun a membership program that offers discounts on museum entrance and gift shop purchases and special exhibit preview events for members. The museum has also begun to offer free children's art and museum appreciation classes on weekend afternoons that will allow younger adults to drop their children off once a week and then enjoy the museum's exhibits and café. In order to promote its new children's programming, the museum acquired an address list of local households with children, including the ages of those children, and intends to send tailored messages specifically highlighting programming that is age-appropriate for each household's children.

56) In the MUSEUM MINI CASE, dividing museum attendees into frequent users, less frequent users, and non-users is known as ________.

A) geographic segmentation B) benefit segmentation C) usage rate segmentation D) sociocultural segmentation E) psychographic segmentation Answer: C Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

19 .

57) In the MUSEUM MINI CASE, the museum's approach to promoting its new children's programming is best described as ________.

A) showrooming B) geofencing C) narrowcasting D) concentrated marketing E) demographic segmentation Answer: E Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 58) In the MUSEUM MINI CASE, the most important differentiating factor between frequent and less frequent users is ________.

A) income B) age C) gender D) education E) stage of family life cycle Answer: E Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

20 .

CRUISE MINI CASE: Sunshine Cruise Lines is a cruise operator that offers three- to sevenday cruises along five Caribbean routes. It has developed a reputation as a party cruise operator and the majority of its revenue comes from vacationing college students. This type of customer demand is highly cyclical, and Sunshine finds that repeat purchase is high while its consumers are in college, but practically disappears after graduation. In an effort to encourage its customers to continue taking Sunshine Cruises after they have graduated, the cruise operator has begun offering Adventure Cruises, with port stops on islands known for eco-tourism and biodiversity, both on land and offshore, appealing to young professionals who like to hike and scuba dive or snorkel. In contrast to its party cruises, Sunshine focuses its marketing message for Adventure Cruises on activities at port stops and the convenience of being able to explore several Caribbean destinations from the comfort of a single ship.

Adventure Cruises are roughly 15% more expensive than party cruises, priced to discourage a raucous college-age party crowd, and do not allow children under 18. The first season of Adventure Cruises was a great success and, much to Sunshine's surprise, attracted not only the intended young professional crowd, but also many empty nester couples who were looking for a reasonably priced, active vacation. 59) In the CRUISE MINI CASE, of the eight VALS segments, Sunshine is most likely targeting ________ with its new Adventure Cruises. A) Makers B) Survivors C) Experiencers D) Strivers E) Believers Answer: C Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure. AACSB: Application of knowledge 60) In the CRUISE MINI CASE, Sunshine markets Adventure Cruises as a way to see multiple islands from the comfort of a single ship, alleviating the hassle of flying between islands and staying in a different hotel every couple of nights. Targeting consumers who view this convenience as appealing is an example of ________.

A) countersegmentation B) cultural segmentation C) usage rate segmentation D) demographic segmentation E) benefit segmentation Answer: E Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge

21 .

RENTAL CAR MINI CASE: Rosetta Car Rental operates car rental lots at airports nationwide. It specifically targets vacationers and advertises in travel magazines and through travel websites with a campaign that emphasizes its quality customer service and well-maintained cars. Rosetta stocks its lots based on a number of factors, including climate and the type of activities it expects its renters to undertake. For example, Rosetta stocks more convertible cars in its warm California lots than in New York. Its Colorado lots stock a large number of station wagons, vans, and SUVs to accommodate skiers and snow-boarders and all their gear.

61) In the RENTAL CAR MINI CASE, Rosetta exercises ________ when it stocks more convertible cars in California than in New York.

A) demographic segmentation B) geographic segmentation C) sociocultural segmentation D) psychographic segmentation E) usage-situation segmentation Answer: B Diff: 1 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 62) In the RENTAL CAR MINI CASE, Rosetta focuses on vacation travelers, as opposed to business travelers. Dividing the market in this way is known as ________.

A) psychographic segmentation B) geographic segmentation C) demographic segmentation D) sociocultural segmentation E) psychological segmentation Answer: A Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 63) Targeting is the process of dividing a market into subsets of consumers with common needs or characteristics.

Answer: FALSE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

22 .

64) When Qantas Airlines offers First Class, Business Class, Premium Economy, and Economy, with different features and amenities for each segment, they are engaged in positioning.

Answer: TRUE Diff: 1 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 65) Effectively catering to the distinct needs of consumers by offering them clearly differentiated products involves much higher research, production, advertising, and distribution costs.

Answer: TRUE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 66) Positioning is the process by which a company creates a distinct image and identity for its products, services, and brands in consumers' minds.

Answer: TRUE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 67) Marketers use segmentation research to identify the most appropriate media in which to place advertisements.

Answer: TRUE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 68) Most marketers prefer to target consumer segments that are relatively stable in terms of demographic and psychological factors and that have needs that are likely to grow larger over time.

Answer: TRUE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

23 .

69) Every segment that can be identified is inherently viable and profitable as a basis for targeted marketing.

Answer: FALSE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 70) Personality traits and cultural values are consumer-intrinsic cognitive factors.

Answer: TRUE Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 71) Geographic characteristics serve as the core of almost all segmentations.

Answer: FALSE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 72) Demographic variables can reveal ongoing trends that signal business opportunities, such as shifts in age and income distribution.

Answer: TRUE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 73) When it comes to financial investments people who are older and closer to retirement tend to be more cautious.

Answer: TRUE Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

24 .

74) Consumers in different social classes tend to vary in terms of values, product preferences, and buying habits.

Answer: TRUE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 75) The family life cycle is a classification of the phases most families go through, and each stage represents an important target segment to many marketers.

Answer: TRUE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 76) Education, occupation, and income tend to be closely correlated.

Answer: TRUE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 77) A composite variable that includes marital status, size of family, age of family members (focusing on the age of the oldest or youngest child), and employment status of the head of household classifies the family into a "typical" stage.

Answer: TRUE Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 78) Social Class is the division of members of a society into a hierarchy of distinct status classes, so that members of each class have relatively the same status and members of all other classes have either higher or lower status.

Answer: TRUE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

25 .

79) Procter and Gamble (P&G), the world's largest maker of consumer goods and advertiser, has been worried about the financial hardship of America's middle class, which it believes will be long lasting. P&G's definition of middle class is households with annual income between $50,000 and $100,000, which amounts to 40% of the country's households.

Answer: TRUE Diff: 1 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 80) Culturally distinct segments cannot be prospects for the same product and can only be targeted efficiently with unique promotional appeals for unique products.

Answer: FALSE Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Diverse and multicultural work environments 81) Absolut Vodka has introduced limited editions of flavored vodkas in major cities with the cities' names integrated into the brand and with well-recognized features of the city embedded in the ads.

Answer: TRUE Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 82) P$YCLE segments consumers based on the household's lifestage class.

Answer: FALSE Diff: 3 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking 83) Colgate, probably the world's most sophisticated marketer of personal care products, markets its offerings according to consumers' need in caring for their teeth and maintaining oral hygiene.

Answer: TRUE Diff: 1 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

26 .

84) Consumers belonging to the VALS segment called Believers are motivated by desire for achievement and have moderate resources, so they are trendy and seek approval from others.

Answer: FALSE Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure. AACSB: Application of knowledge 85) Long stays and repeat visits to a product's website are not related to high levels of product and purchase involvement or purchase intentions.

Answer: FALSE Diff: 2 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Information technology 86) Showrooming sends promotional alerts to the smartphones of customers who opt-in when the customers enter or near the store.

Answer: FALSE Diff: 2 Skill: Concept LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Information technology 87) Web crawlers are programs that capture content across the Internet and transmit it to the data broker's servers.

Answer: TRUE Diff: 1 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Information technology 88) Geofencing consists of sending promotional alerts to the smartphones of customers who are near or had entered the store.

Answer: TRUE Diff: 1 Skill: Application LO: 2.2: To understand how to identify, select, and reach target markets.

AACSB: Information technology 89) An impression is a customer that becomes available for real-time bidding.

Answer: TRUE Diff: 1 Skill: Application 27 LO: 2.3: To understand real-time bidding as compared with market segmentation. .

AACSB: Reflective thinking

90) Distinguish between targeting, positioning, and segmentation. In your response, please indicate the correct order for the three steps. Answer: The first step is segmentation, which separates the market into subsets of consumers with common needs or characteristics. The segments are characterized by shared needs that are different from the shared needs of other segments. The second step is targeting, which involves the selection of segments the company wishes to pursue. The third step is positioning, during which the company creates a distinct image and identity for its products, services, and brands in consumers' minds. The image must differentiate the company's offering from competing ones and communicate to the target audience that the product/service fulfills their needs better than competing offerings. Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure. AACSB: Analytical thinking 91) Identify and discuss the four criteria that make market segments effective targets.

Answer: To be an effective target, a market segment should be: a. identifiable – marketers must be able to identify the concrete and measurable features of consumers who belong to each group of common needs b. profitable – enough consumers must be part of the segment to make targeting it profitable c. accessible – marketers must be able to communicate with their consumers effectively and economically d. reachable – accessible in terms of both media and cost Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

28 .

92) What is the difference between behavioral data and cognitive data? Explain the difference in measurement and provide examples of consumer-intrinsic and consumption-based information associated with each type.

Answer: Behavioral data is evidence-based, can be determined from direct questioning (or observation), and categorized along objective and measurable criteria. This information can be either: (a) consumer-intrinsic (e.g., a person's age, gender, marital status, income and education); or (b) consumption-based (e.g., quantity of product purchased, frequency of leisure activities or the frequency of buying a given product).

Cognitive factors are abstracts that "reside" in the consumer's mind, can be determined only through psychological and attitudinal questioning, and, generally, have no single, universal definitions. This data can also be either: (a) consumer-intrinsic, such as personality traits, cultural values and attitudes towards politics and social issues; or (b) consumption-specific attitudes and preferences, the benefits sought in products and attitudes regarding shopping.

Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Analytical thinking 93) List the reasons all segmentation programs include demographic data.

Answer: 1. Demographics are the easiest and most logical way to classify people and can be measured more precisely than the other segmentation bases.

2. Demographics offer the most cost-effective way to locate and reach specific segments because most of the secondary data compiled about any population is based on demographics (e.g., U.S. Census Bureau, audience profiles of various media).

3. Using demographics, marketers can identify new segments created by shifts in populations' age, income, and location.

4. Many consumption behaviors, attitudes, and media exposure patterns are directly related to demographics. For example, many products are gender-specific, and music preferences are very closely related to one's age; for this reason, local radio stations specializing in various types of music are an efficient and economical way to target different age groups. Leisure activities and interests, as well as the media one watches or reads, are a function of a person's age, education, and income.

Diff: 2 Skill: Concept LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Reflective thinking

29 .

94) Provide an example of how a demographic variable has been used to position a product to a target market. Answer: Examples may vary, and can include Age, Income, Social Class, Ethnicity, Occupation, Marital Status, Household Type and Size, and Geographical Location. One example from the text for age is: Colgate divides the pre-teens toothpaste group into four segments and offers each one its own toothpaste. Colgate offers "My First Colgate" to children up to age 2, "Colgate Dora the Explorer" to ages 2 to 5, and "Colgate SpongeBob SquarePants" and "Colgate Pop Stars" to older, preteen children. Diff: 2 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure. AACSB: Application of knowledge 95) Position a health club offering to one of the VALS segments. In your description of the positioning for the segment, please note the segment's primary motivation, level of resources, level of innovativeness, and values and consumption patterns.

Answer: Answers will vary based on the segment selected. For example, if the student chooses Innovators, they would note members of the segment have abundant resources, are innovative/risk-taking, are motivated by ideals, achievement, and self-esteem. They are successful, sophisticated, and curious/open-minded to new ideas and technologies. The health club should be positioned as a high-end, niche service with cutting edge, technologically advanced workout equipment. The price can be high, and the location should be posh to accommodate the segment's desire for the finer things in life. Promotional materials should communicate how the health club allows them to express their taste, personalities, and success.

Diff: 3 Skill: Application LO: 2.1: To understand how to segment markets along demographics, lifestyles, product benefits and usage, and media exposure.

AACSB: Application of knowledge 96) What questions can be answered using predictive analytics?

Answer: Some of the questions that can be answered by predictive analytics include: (1) When leaving a given page, what content and pages are visitors likely to look at next? (2) Which website features (and combinations of features) are likely to persuade people to register with a website? (3) What are the characteristics of visitors likely to return to a website and why? and (4) What factors make visitors click on specific ads?

Diff: 2 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Application of knowledge

30 .

97) What is showrooming? Provide an example of how a retailer might combat it.

Answer: Showrooming consists of looking at merchandise at a physical store, scanning its barcode with smartphones and using these devices to check the items' prices online, where they end up buying them. In response, some physical stores started geofencing, which are promotional alerts sent to the smartphones of customers, who opted into this service, when the customers near or enter the store. Other ways a retailer might combat it is providing higher levels of customer service, exclusive offerings, complimentary add-ons, and price matching guarantees.

Diff: 2 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Application of knowledge 98) What is real-time bidding? What is an impression?

Answer: It is a technique that allows advertisers to reach the right user, in the right place, at the right time, and also sets the price that advertisers pay for each "eyeball" or "impression" (i.e., for each person reached). Real-time bidding (RTB) takes place when advertisers buy inventories of customers, termed eyeballs, on a per impression basis, via programmed instantaneous auction.

An impression is a term for a customer that becomes available for real-time bidding.

Diff: 1 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Application of knowledge 99) What are the four groups of sites that collect information for real-time bidding?

Answer: They are: (1) Advertising: services like Double Click that invisibly collect personal information and display ads. (2) Analytics: companies like Scorecard Research that invisibly collect personal information and build profiles of consumers as they browse the web. These profiles can be connected with persons' names. (3) Social: companies like Facebook Like or Tweet use widgets that connect back to the social networking service when the widgets load on the page. These widgets allow the social networks to track consumers' browsing activities even when consumers are not on the social network's website. (4) Unblocked content: companies like You Tube and Buzzfeed deliver useful content online, but may also invisibly collect personal information.

Diff: 2 Skill: Application LO: 2.3: To understand real-time bidding as compared with market segmentation.

AACSB: Information technology

31 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 3 Consumer Motivation and Personality 1) The driving force within individuals that impels them to action is known as ________.

A) a goal B) tension C) motivation D) a need E) personality Answer: C Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 2) Motivation is produced by a state of tension, which exists as the result of ________.

A) peer pressure B) environmental forces C) satisfied desires D) unrealized desires E) unfulfilled needs Answer: E Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 3) Successful marketers define their markets in terms of ________.

A) the product the company has decided to produce B) the lowest price for which a particular product can be manufactured C) the needs they presume to satisfy D) the ethnicity of their primary consumers E) the geographic location of their primary consumers Answer: C Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

1 .

4) When Procter & Gamble defines its business as "providing branded products and services of quality and value that improve the lives of the world's consumers," they are using a ________.

A) need-focused definition B) product-oriented definition C) motivation-oriented definition D) personality-oriented definition E) production-oriented definition Answer: A Diff: 1 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 5) The physiological needs for food, water, and air are called ________ needs.

A) secondary B) innate C) acculturated D) psychogenic E) acquired Answer: B Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 6) Needs that we learn in response to our parents, social environment, and interactions with the environment are called ________ needs.

A) primary B) biogenic C) acculturated D) psychological E) innate Answer: D Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

2 .

7) ________ are the sought-after results of motivated behavior.

A) Motivations B) Goals C) Rewards D) Behaviors E) Targets Answer: B Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 8) ________ are outcomes that consumers seek in order to fulfill their physiological and psychological needs.

A) Broad-spectrum goals B) Objective goals C) Generic goals D) Subjective goals E) Product-specific goals Answer: C Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 9) ________ are sought outcomes to be achieved by using a given product or service.

A) General goals B) Objective goals C) Generic goals D) Subjective goals E) Product-specific goals Answer: E Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

3 .

10) Barry wants a sandwich for lunch. Tom wants a turkey sandwich with lettuce, tomato, and mayonnaise from Subway. Barry has a(n) ________, whereas Tom has a(n) ________.

A) generic goal; product-specific goal B) objective goal; subjective goal C) product-specific goal; objective goal D) subjective goal; generic goal E) product-specific goal; generic goal Answer: A Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 11) Jill gets good grades because her parents will punish her if she doesn't receive at least a 3.5 GPA. Julia gets good grades because she likes the sense of accomplishment she feels when she gets a straight-A report card. Jill's goal is referred to as a(n) ________, whereas Julia's goal is referred to as a(n) ________.

A) approach object; avoidance object B) avoidance object; defensive object C) positive object; negative object D) avoidance object; approach object E) physical object; psychological object Answer: D Diff: 3 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 12) A negative goal is one from which behavior is directed away, and is often referred to as a(n) ________.

A) declining object B) approach object C) interactive object D) autonomous object E) avoidance object Answer: E Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

4 .

13) Needs and goals are ________; neither exists without the other.

A) independent B) interdependent C) interactive D) autonomous E) mutually exclusive Answer: B Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 14) The category of shopping motivations where consumers do not have an urgent-product need in mind, but go shopping for the personal enjoyment of shopping is known as ________.

A) recreational shopping B) activity-specific shopping C) fill-in shopping D) demand-specific shopping E) self-image shopping Answer: A Diff: 3 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 15) Individuals who successfully achieve their goals usually set new and higher goals for themselves; that is, they raise their ________.

A) levels of self-awareness B) social status C) levels of aspiration D) biogenic needs E) motivational state Answer: C Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

5 .

16) Products and services are often evaluated by the size and direction of the gap between ________.

A) consumer expectations and objective performance B) the target market and the income of the average consumer C) consumer expectations and product cost D) the cost of production and the price at sale E) the price of the final product and the company's marketing expenditures Answer: A Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 17) A(n) ________ can take the place of a primary goal when an individual cannot attain a specific goal or type of goal that is expected to satisfy certain needs.

A) specific goal B) biogenic goal C) substitute goal D) secondary goal E) objective goal Answer: C Diff: 3 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 18) Failure to achieve a goal often results in feelings of ________.

A) achievement B) aspiration C) self-awareness D) personal promotion E) frustration Answer: E Diff: 1 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

6 .

19) Aggression and rationalization are examples of ________ that people sometimes adopt to protect their egos from feelings of failure when they do not attain their goals. A) fulfillment mechanisms B) defense mechanisms C) substitute goals D) subjective criteria E) secondary behaviors Answer: B Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 20) An individual may redefine a frustrating situation by assigning blame for his or her own failures and inabilities on other objects or persons. This is known as ________.

A) aggression B) rationalization C) withdrawal D) projection E) regression Answer: D Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 21) People sometimes resolve frustration by inventing plausible reasons for being unable to attain their goals or deciding that the goal is not really worth pursuing. This is known as ________.

A) aggression B) rationalization C) withdrawal D) projection E) regression Answer: B Diff: 2 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

7 .

22) According to Murray's list of psychogenic needs, need for dominance/power may conflict with ________.

A) needs associated with inanimate objects B) need for prestige/ambition C) need for affiliation/affection D) need for achievement E) need for information Answer: C Diff: 3 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 23) According to Maslow's hierarchy of needs, protection, order, and stability are examples of ________.

A) self-actualization needs B) egoistic needs C) social needs D) safety and security needs E) physiological needs Answer: D Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 24) Savings accounts, insurance policies, and education are all means by which individuals satisfy the need for ________.

A) self-actualization B) self-esteem C) safety and security D) social acceptance E) self-fulfillment Answer: C Diff: 2 Skill: Application LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge

8 .

25) According to Maslow, ________ are the first and most basic level of human needs.

A) egoistic needs B) physiological needs C) self-actualization needs D) safety and security needs E) social needs Answer: B Diff: 1 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 26) Almost all personal care and grooming products, as well as most clothes, are bought to satisfy ________.

A) growth needs B) physiological needs C) social needs D) self-actualization needs E) safety and security needs Answer: C Diff: 3 Skill: Application LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 27) Egoistic needs can take either an inward or an outward orientation, or both. Inwardly directed ego needs reflect an individual's need for ________.

A) reputation B) prestige C) self-esteem D) recognition from others E) status Answer: C Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge

9 .

28) Egoistic needs can take either an inward or an outward orientation, or both. Outwardly directed ego needs reflect an individual's need for ________.

A) self-acceptance B) personal satisfaction with a job well done C) reputation D) independence E) self-esteem Answer: C Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 29) According to Maslow's hierarchy-of-needs theory, the need for ________ refers to an individual's desire to fulfill his or her potential.

A) self-actualization B) safety and security C) physiological well-being D) social acceptance E) egoistic fulfillment Answer: A Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 30) People with a high ________ tend to be more self-confident, enjoy taking calculated risks, actively research their environments, and value feedback.

A) need for prestige B) need for power C) need for affiliation D) need for achievement E) need for affection Answer: D Diff: 2 Skill: Application LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge

10 .

31) Oftentimes consumer research respondents may be unaware of their motives or are unwilling to reveal them when asked directly. In such situations, researchers use ________ to delve into the consumer's unconscious or hidden motivations. A) quantitative techniques B) projective techniques C) Likert scales D) telephone surveys E) none of the above Answer: B Diff: 3 Skill: Concept LO: 3.3: To understand the impact of hidden motives on consumer behavior AACSB: Application of knowledge 32) The psychoanalyst that adapted Freud's psychoanalytical techniques to study motivations and consumer buying habits was ________.

A) Abraham Maslow B) Ernest Dichter C) Henry Murray D) Karen Horney E) Henry Ford Answer: B Diff: 3 Skill: Concept LO: 3.3: To understand the impact of hidden motives on consumer behavior AACSB: Application of knowledge 33) ________ is based on the premise that consumers are not always aware of the reasons for their actions.

A) Psychological research B) Motivational research C) Physiological research D) Market research E) none of the above Answer: B Diff: 2 Skill: Concept LO: 3.3: To understand the impact of hidden motives on consumer behavior AACSB: Application of knowledge

11 .

34) ________ refers to a person's unique psychological makeup and how it consistently influences the way a person responds to his/her environment.

A) Self-image B) Consumer image C) Personality D) Mirror image E) none of the above Answer: C Diff: 1 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 35) The emphasis in the definition of personality is on inner characteristics, which are ________.

A) those characteristics of an individual that are not readily apparent to others B) those characteristics which individuals try to hide from others C) those characteristics that distinguish one individual from others D) those characteristics that make one individual similar to others E) those characteristics that constitute the individual's ideal self-image Answer: C Diff: 3 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 36) Knowing why consumers interact with brands online allows marketers to increase engagement that ultimately leads to sales. What motivates consumers to interact with brands over the Internet?

A) interested in buying and comparing products' features online B) find personalizing products fun C) receiving good customer service D) winning prizes and receiving free product samples E) all of the above Answer: E Diff: 1 Skill: Application LO: 3.4: To understand how and why consumers use technology.

AACSB: Information technology

12 .

37) In the study of personality, three distinct properties are of central importance. They are ________.

A) that personality reflects individual differences, personality is consistent and enduring, and personality can change B) that personality reflects similarities between individuals, personality is consistent and enduring, and personality can change C) that personality reflects individual differences, personality is consistent and enduring, and personality does not change D) that personality reflects similarities between individuals, personality is consistent and enduring, and personality does not change E) that personality reflects individual differences, personality is inconsistent and fleeting, and personality can change Answer: A Diff: 3 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 38) The mother who comments about her teenage son, that her child "has been impulsive from the day he was born," is supporting the contention that personality ________.

A) is enduring B) can change C) reflects individual differences D) is more apparent in childhood than adulthood E) develops as a result of social circumstances Answer: A Diff: 2 Skill: Application LO: 3.5: To understand personality development AACSB: Application of knowledge 39) Stacy notes that, after her freshman year of college, her daughter is more mature and is willing to listen to points of view other than those with which she agrees. This supports the contention that personality ________.

A) is consistent B) reflects individual differences C) can change D) is more apparent in childhood than in adulthood E) is enduring Answer: C Diff: 2 Skill: Application LO: 3.5: To understand personality development AACSB: Application of knowledge

13 .

40) Sigmund Freud's psychoanalytic theory of personality is built on the premise that ________ are at the heart of human motivations and personality. A) social relationships B) conscious decision-making processes C) efforts to avoid anxiety D) efforts to overcome inferiority E) unconscious needs or drives Answer: E Diff: 1 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 41) According to Freud's theories, the ________ is a conceptualization of the basic biogenic needs for which the individual seeks immediate satisfaction without concern for the specific means of satisfaction. A) ego B) id C) super-id D) self-image E) superego Answer: B Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 42) Using sexual imagery to sell a product primarily appeals to Freud's conceptualization of the ________. A) ego B) self-image C) superego D) id E) super-id Answer: D Diff: 2 Skill: Application LO: 3.5: To understand personality development AACSB: Application of knowledge

14 .

43) According to Freud's theories, the ________ is responsible for ensuring that the individual satisfies needs in a socially acceptable fashion.

A) superego B) id C) ego D) super-id E) self-image Answer: A Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 44) According to Freud's theories, the ________ functions as an internal monitor that helps balance the impulses stimulated by biogenic needs and the constraints applied by the sociocultural setting.

A) super-id B) self-image C) ego D) superego E) id Answer: C Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 45) Neo-Freudian theorists believe that ________.

A) consumption situations are extensions of the consumer's personality B) human drives are largely unconscious C) social relationships are fundamental to the formation and development of personality D) consumers are primarily unaware of their true reasons for making decisions E) consumer purchases are a reflection of an individual's personality Answer: C Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge

15 .

46) Alfred Adler, a neo-Freudian theorist, believed that ________. A) unconscious needs and drives are at the heart of human motivation B) people continuously attempt to establish significant and rewarding relationships with others C) human beings are seeking to attain various rational goals, which he called style of life D) personality is measured in terms of specific psychological characteristics called traits E) personality is largely impacted by child-parent relationships and the individual's desire to conquer feelings of anxiety Answer: C Diff: 3 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 47) According to Karen Horney, ________ individuals desire independence, self-reliance, and self-sufficiency.

A) compliant B) subversive C) aggressive D) detached E) obtrusive Answer: D Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 48) Consumer research using Karen Horney's CAD theory found that ________ personalities were less likely to be brand loyal and more likely to try different brands.

A) submissive B) aggressive C) detached D) compliant E) subversive Answer: C Diff: 3 Skill: Application LO: 3.5: To understand personality development AACSB: Application of knowledge

16 .

49) Recent research using Karen Horney's CAD theory found that ________ personalities tend to prefer name-brand products such as Bayer aspirin.

A) submissive B) aggressive C) detached D) compliant E) subversive Answer: D Diff: 3 Skill: Application LO: 3.5: To understand personality development AACSB: Application of knowledge 50) The degree of a consumer's willingness to adopt new products and services shortly after they have been introduced is known as ________.

A) consumer ethnocentrism B) consumer innovativeness C) consumer understanding D) consumer perception E) consumer materialism Answer: B Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 51) Which of the following factors is NOT an inspiration for consumer innovativeness?

A) functional factors B) material factors C) hedonic factors D) social factors E) cognitive factors Answer: B Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

17 .

52) The degree of rigidity towards information and opinion contradictory to one's beliefs and views – or close-mindedness; the opposite of being open-minded – is known as ________.

A) dogmatism B) inner-directedness C) social character D) innovativeness E) need for uniqueness Answer: A Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 53) Which of the following is NOT a statement that is illustrative of opinions of an individual with a high need for uniqueness?

A) I like to seek out unusual gifts for myself.

B) I enjoy it when others tell me my taste is different or uncommon.

C) I work at maintaining my own unique persona.

D) Some of my acquaintances think I'm somewhat weird in my seeking to be different.

E) All the above are illustrative of an individual with a high need for uniqueness Answer: E Diff: 2 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 54) A recent study discovered that consumers who scored high on ________ and innovativeness were more likely to incorporate volunteerism into their vacations.

A) dogmatism B) ethnocentrism C) need for cognition D) sensation seeking E) materialism Answer: D Diff: 2 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

18 .

55) ________ define themselves by acquiring possessions. A) Object visualizers B) Spatial visualizers C) Highly materialistic consumers D) Verbalizers E) Highly dogmatic consumers Answer: C Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior. AACSB: Application of knowledge 56) Georgiana collects stationery from hotels and restaurants she has visited around the world.

She is passionate about her collection and goes out of her way to acquire more, even if she needs to plan a special trip to do so. This is an example of ________.

A) ethnocentrism B) innovativeness C) fixated consumption D) materialistic consumption E) compulsive consumption Answer: C Diff: 3 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 57) Which of the following is NOT a characteristic of compulsive buyers?

A) Compulsive buyers feel compelled to spend all or part of their money.

B) Compulsive buyers buy products they do not need despite having little money left.

C) Compulsive buyers feel others would be horrified if they knew about their shopping habits.

D) Compulsive buyers are more likely to be males (75% of compulsive buyers).

E) Compulsive buyers knowingly write checks that will bounce.

Answer: D Diff: 3 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

19 .

58) The likelihood of a consumer accepting or rejecting foreign-made products is known as ________.

A) consumer ethnocentrism B) consumer innovativeness C) consumer understanding D) consumer perception E) consumer materialism Answer: A Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 59) When describing consumer innovativeness, the term "global innovativeness" refers to ________.

A) a pattern of actions or responses that indicate early acceptance of change and adoption of innovations B) a high level of demonstrated consumer ethnocentrism C) a tendency for innovativeness to exist independent of any context D) a high degree of rigidity that an individual displays toward the unfamiliar E) a tendency for innovativeness to exist within a very specific domain or product category Answer: C Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 60) Renee likes to try on some of the newest clothes each season to see how she looks in the styles, and prefers to buy clothes that are very unusual. Renee is best described as ________.

A) having a high optimum stimulation level B) highly dogmatic C) highly ethnocentric D) having a low optimum stimulation level E) minimally ethnocentric Answer: A Diff: 2 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

20 .

61) "Buy American" and "Keep America Working" are both taglines used by companies to attract the ________ consumer.

A) dogmatic B) ethnocentric C) innovative D) variety-seeking E) compulsive Answer: B Diff: 2 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 62) The notion of ________ suggests that consumers attribute various descriptive personalitylike traits or characteristics to different brands.

A) brand personality B) consumer dogmatism C) consumer innovation D) consumer need for cognition E) sensation seeking Answer: A Diff: 1 Skill: Concept LO: 3.7: To understand brand personification.

AACSB: Application of knowledge 63) ________ is communicating human features of the product in advertising.

A) Brand zealotry B) Extended self C) Sophistication D) Color E) Brand personification Answer: E Diff: 2 Skill: Concept LO: 3.7: To understand brand personification.

AACSB: Application of knowledge

21 .

64) Which of the following is NOT one of the five underlying dimensions of brand personality?

A) sophistication B) excitement C) popularity D) affection E) cosmopolitanism Answer: E Diff: 2 Skill: Concept LO: 3.7: To understand brand personification.

AACSB: Analytical thinking 65) ________ is how consumers actually see themselves, whereas ________ refers to how consumers would like to see themselves.

A) Ideal self-image; ideal social self-image B) Actual self-image; ideal self-image C) Social self-image; self-image D) Actual social self-image; ideal social self-image E) Ideal self-image; actual social self-image Answer: B Diff: 3 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Analytical thinking 66) ________ reflects how consumers would like to see themselves, whereas ________ refers to how consumers would like others to see them.

A) Ideal self-image; ideal social self-image B) Actual self-image; ideal self-image C) Social self-image; self-image D) Actual social self-image; ideal social self-image E) Ideal self-image; actual social self-image Answer: A Diff: 3 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge

22 .

67) Jenna buys a pair of sought-after, vintage Levi jeans to enrich her self-image. Which of the following is NOT one of the ways the possession of the vintage jeans might be viewed as an extension of the self?

A) ideally B) actually C) symbolically D) by conferring status or rank E) by feelings of immortality Answer: A Diff: 2 Skill: Application LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 68) Consumers use ________ to attempt to express new versions of themselves and/or to take on the appearances of other types of people.

A) brand personification B) anthropomorphism C) vanity D) status E) self-altering products Answer: E Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 69) The type of self-image that characterizes the way consumers see themselves is ________.

A) actual self-image B) ideal self-image C) social self-image D) ideal social self-image E) self-image awareness Answer: A Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge

23 .

70) The type of self-image that characterizes the way consumers would like to see themselves is ________.

A) actual self-image B) ideal self-image C) social self-image D) ideal social self-image E) self-image awareness Answer: B Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 71) The type of self-image that characterizes the way consumers feel others see them is ________.

A) actual self-image B) ideal self-image C) social self-image D) ideal social self-image E) self-image awareness Answer: C Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 72) The type of self-image that characterizes the way consumers would like others to see them is ________.

A) actual self-image B) ideal self-image C) social self-image D) ideal social self-image E) self-image awareness Answer: D Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge WEIGHT LOSS MINI CASE: Gloria sees herself as being a bit heavy and has made a New Year's resolution to lose 10 pounds by Memorial Day. She receives a postcard in the mail from her local gym chain that specializes in women's fitness. The advertisement suggests that the chain is fun and welcoming — a place where women can work out comfortably with friends, in contrast to the potentially intimidating environments at other gyms. After consulting a few friends, she decides to join. She is particularly excited to try the various group classes the gym offers, many of which she has never heard of before.

24 .

73) In the WEIGHT LOSS MINI CASE, Gloria sees herself as being a bit heavy. This is Gloria's ________.

A) social self-image B) "ought-to" self C) extended self D) expected self-image E) actual self-image Answer: E Diff: 2 Skill: Application LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 74) In the WEIGHT LOSS MINI CASE, "fun and welcoming" describes the local gym's ________.

A) brand personification B) dogmatism C) brand personality D) expected self-image E) extended self Answer: C Diff: 2 Skill: Application LO: 3.7: To understand brand personification.

AACSB: Application of knowledge 75) In the WEIGHT LOSS MINI CASE, Gloria is particularly excited to try new and different group exercise classes. Gloria is probably best described as ________.

A) highly ethnocentric B) highly dogmatic C) inner-directed D) novelty seeking E) high in her need for cognition Answer: D Diff: 2 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

25 .

FURNITURE MINI CASE: Andrews Mountain Furniture is a manufacturer of home furnishings in eastern North Carolina. Andrews has been in business for 150 years and its advertising emphasizes the company's long history of production and sales in the United States. It also encourages cross-generational brand loyalty within families by suggesting adults should buy the same furniture that their parents had in their homes.

76) In the FURNITURE MINI CASE, by encouraging consumers to remain loyal to the brands to which their parents were loyal, Andrews Mountain is appealing to consumers with low ________.

A) dogmatism B) ethnocentricity C) need for cognition D) inner-directedness E) need for uniqueness Answer: E Diff: 3 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 77) In the FURNITURE MINI CASE, Andrews Mountain Furniture is most likely to appeal to consumers who are ________ and value tradition over novelty.

A) low in ethnocentricity B) low in dogmatism C) high in dogmatism D) sensation seekers E) novelty seekers Answer: C Diff: 3 Skill: Application LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

26 .

NAIL POLISH MINI CASE: Charles Revson, builder of the Revlon cosmetics empire, began as a manufacturer of nail polish. In order to expand the market for nail polish, he positioned nail polish as a fashion accessory, introducing new colors every year and suggesting that a woman's nail polish should match her clothing, moods, and social situations. Competing on the basis of perceived quality and greater satisfaction of women's needs for fantasy and attention, Revson understood that he was not selling women mere nail lacquer, but the fantasy that nail polish would attract attention and bestow class and glamour on the user. 78) In the NAIL POLISH MINI CASE, Jenny wants a bottle of Revlon Berry Bon Bon nail polish to match her new sweater. This is an example of a ________. A) generic goal B) general goal C) needs-driven goal D) product-specific goal E) subjective goal Answer: D Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 79) In the NAIL POLISH MINI CASE, Patti wants to paint her nails in order to be more attractive. This is an example of a(n) ________ goal A) negative B) avoidance objects C) utilitarian D) approach objects E) prevention-focused Answer: D Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

27 .

WEIGHT LOSS MINI CASE: Peter has decided that he wants to lose weight and develop a more defined physique in order to make himself more attractive to women. To this end, he joins a gym and begins eating low-fat, low-calorie foods. In particular, he cuts potato chips out of his diet and packs fruit in his lunch instead. After a few weeks, Peter decides that he actually prefers fruit with his lunch.

80) In the WEIGHT LOSS MINI CASE, the desire to be attractive to women is Peter's ________.

A) goal B) target C) tension D) motivation E) need Answer: D Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 81) In the WEIGHT LOSS MINI CASE, Peter's motivation is in a(n) ________ direction.

A) negative B) subjective C) positive D) objective E) intrinsic Answer: C Diff: 3 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 82) In the WEIGHT LOSS MINI CASE, Peter's goal is best described as a(n) ________.

A) approach object B) ideal C) biogenic need D) avoidance object E) ought object Answer: A Diff: 3 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

28 .

83) In the WEIGHT LOSS MINI CASE, when Peter decides that he prefers fruit to potato chips with his lunch, this is an example of a(n) ________.

A) approach goal B) substitute goal C) avoidance goal D) biogenic goal E) primary goal Answer: B Diff: 3 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 84) In the WEIGHT LOSS MINI CASE, after several weeks of exercising, Peter is still not seeing the desired results and decides that he is just too busy to go to the gym enough, and that his employer is really to blame for his failure to lose weight. Which of the following defense mechanisms has Peter demonstrated?

A) rationalization B) projection C) repression D) aggression E) withdrawal Answer: B Diff: 3 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 85) When L'Oreal appeals to self-esteem with the tagline, "Because you're worth it," they are appealing to physiological needs.

Answer: FALSE Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 86) Marketers can take advantage of people's frustrations by portraying their products as means to resolve a particular set of frustrations.

Answer: TRUE Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

29 .

87) When the Kaplan Bar Review course tells prospective law students they can "conquer the bar" or achieve a goal by taking the Kaplan course, they are trying to trigger a product-specific goal.

Answer: TRUE Diff: 2 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 88) According to Maslow, individuals seek to satisfy higher-level needs before lower-level needs emerge.

Answer: FALSE Diff: 1 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 89) According to Maslow, once a lower-level need is met, it never becomes dominant again.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 90) The achievement need suggests that behavior is strongly influenced by the desire for friendship, acceptance, and belonging.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 91) Murray's Psychogenic Needs includes power, affiliation, and achievement.

Answer: TRUE Diff: 1 Skill: Concept LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge 92) Researchers usually rely on a combination of various research techniques to try to establish the presence and strength of various motives.

Answer: TRUE Diff: 2 Skill: Application LO: 3.3: To understand the impact of hidden motives on consumer behavior AACSB: Application of knowledge

30 .

93) As consumption becomes technology driven, marketers have become more interested in individuals who post comments online.

Answer: TRUE Diff: 1 Skill: Application LO: 3.4: To understand how and why consumers use technology.

AACSB: Application of knowledge 94) Bloggers influence other consumers, because people perceive both positive and negative reviews from other consumers as more credible information than advertisements.

Answer: TRUE Diff: 1 Skill: Application LO: 3.4: To understand how and why consumers use technology.

AACSB: Information technology 95) Marketers are able to change consumers' personalities to conform to their products.

Answer: FALSE Diff: 1 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 96) According to Freud, the superego acts to restrain or inhibit the impulsive forces of the id.

Answer: TRUE Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 97) Compliant individuals are those who move against others; they desire to excel and win admiration.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 98) Personality traits are characteristics that set people apart from one another.

Answer: TRUE Diff: 1 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge

31 .

99) People who are high in dogmatism are more likely to prefer innovative products to established or traditional alternatives.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 100) Consumers whose actual lifestyles are equivalent to their OSL scores are likely to seek rest or relief.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 101) The extent of consumer materialism is more or less the same from country to country.

Answer: FALSE Diff: 3 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Diverse and multicultural work environments 102) Variety seeking measures a person's craving for or enjoyment of thinking.

Answer: FALSE Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 103) Examples of compulsive consumption include eating disorders, shopping, gambling, and alcoholism.

Answer: TRUE Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 104) Coca-Cola is associated with the color red, which connotes excitement.

Answer: TRUE Diff: 2 Skill: Application LO: 3.7: To understand brand personification.

AACSB: Application of knowledge

32 .

105) Consumers who have strong links to particular brands see such brands as representing an aspect of themselves.

Answer: TRUE Diff: 2 Skill: Concept LO: 3.7: To understand brand personification.

AACSB: Application of knowledge 106) People who are preoccupied with their self-worth and have a negative view of people (high anxiety and high avoidance) prefer exciting brand personalities, while those with high anxiety and a favorable view of people prefer sincere brand personalities.

Answer: TRUE Diff: 3 Skill: Concept LO: 3.7: To understand brand personification.

AACSB: Application of knowledge 107) Incorporating personality traits into websites' designs can generate more favorable attitudes from visitors and more clicks.

Answer: TRUE Diff: 2 Skill: Application LO: 3.7: To understand brand personification.

AACSB: Application of knowledge 108) Harley-Davidson motorcycle owners who go so far as getting Harley tattoos and VW Beetle owners who give their cars names and stroke them with affection are examples of brand zealots.

Answer: TRUE Diff: 2 Skill: Application LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 109) Physical vanity is excessive concern or inflated view of one's personal achievements.

Answer: TRUE Diff: 2 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge

33 .

110) How do motivations drive consumer behavior?

Answer: Motivations are the driving force that impels consumers to act. This driving force is produced by a state of tension, which exists as the result of an unfulfilled need. Therefore, individuals consciously and subconsciously take on behaviors that they anticipate will fulfill their needs and relieve them from the state of stress they feel. Consumers take on behaviors to satisfy their needs based on their individual thinking and learning, as well as their perceptions.

Marketers must view motivation as the force that induces consumption.

Diff: 3 Skill: Concept LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge 111) Give an example of a generic goal, and an example of a product-specific goal.

Answer: Here the student may cite any examples of generic goals such as wanting to get a college degree from a 4-year college, versus a product-specific goal such as obtaining a degree from a certain university.

Diff: 1 Skill: Application LO: 3.1: To understand how motives, needs, and goals shape consumer behavior AACSB: Application of knowledge

34 .

112) Discuss the theory that Abraham Maslow formulated with regard to human needs. Identify the advantages and disadvantages of Maslow's hierarchy-of-needs theory.

Answer: Abraham Maslow formulated a widely accepted theory based on the notion of a universal hierarchy of human needs. Maslow identifies five basic levels of human needs, which rank in order of importance from lower-level biogenic needs to higher-level psychogenic needs.

The theory postulates that individuals seek to satisfy lower-level needs before higher-level needs emerge. The lowest level of chronically unsatisfied need that an individual experiences serves to motivate his or her behavior.

Maslow ranked the needs in order. The lowest level of needs are the physiological needs such as the need for food, air, and shelter, then come the safety and security needs; the need for protection, order, and stability. Social needs act as motivators when safety and security needs are met – the need for affection, friendship, and belonging. The needs that emerge after that are the egoistic needs – the need for power, prestige, and self-esteem. The highest need that, according to Maslow, most people never seem to fulfill, is the self-actualization need – the need for selffulfillment.

The major problem with Maslow's hierarchy-of-needs theory is that it cannot be tested empirically – there is no way to measure precisely how satisfied one level of need must be before the next higher need becomes operative. The need hierarchy also appears to be very closely bound to our contemporary American culture.

Despite these concerns, the theory is still useful as a framework for developing advertising appeals for products. It enables marketers to focus their advertising appeals on a need level that is likely to be shared by a large segment of the target audience. It also facilitates product positioning and repositioning.

Diff: 3 Skill: Application LO: 3.2: To understand the system of classifying needs.

AACSB: Application of knowledge

35 .

113) Talk about Freud's psychoanalytic theory of personality. How do the three systems he proposed interact?

Answer: Sigmund Freud's psychoanalytic theory of personality is a cornerstone of modern psychology. It was built on the premise that unconscious needs and drives, especially sexual and biological, are at the heart of human motivation and personality.

Based on this theory, Freud proposes that human personality consists of three interacting systems: the id, the superego, and the ego. The id is the warehouse of primitive and impulsive drives, such as hunger, thirst, and sex, for which individuals seek immediate satisfaction. The superego is the individual's internal expression of society's moral and ethical codes of conduct.

Its role is to see that individuals satisfy their needs in a socially acceptable fashion. The ego is the conscious control. It functions as an internal monitor that attempts to balance the impulsive demands of the id and the sociocultural constraints of the superego.

Diff: 3 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 114) What did Karen Horney, a neo-Freudian theorist, propose with respect to personality?

Answer: Karen Horney focused on the impact of parent-child relationships and the individual's desire to conquer feelings of anxiety. She proposed the CAD theory, in which she stated that individuals can be classified into three personality groups: compliant, aggressive, and detached.

Compliant personalities are those who move towards others. Aggressive individuals are those who move against others. Detached personalities are those who move away from others.

Diff: 1 Skill: Concept LO: 3.5: To understand personality development AACSB: Application of knowledge 115) What is consumer innovativeness, and how does it relate to personality and consumer behavior?

Answer: Consumer innovators are those consumers who are likely to be first to try new products, services, and practices. Those with a high level of innovativeness are of major concern and interest to marketers because they many times determine the success or failure of new products, especially new product categories.

Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge

36 .

116) What are some general characteristics of materialistic people?

Answer: Materialistic people value acquiring possessions and showing them off. They are particularly self-centered and selfish; they seek lifestyles full of possessions and hope for greater happiness and satisfaction by acquiring more possessions.

Diff: 2 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 117) What is consumer ethnocentrism? Cite some examples.

Answer: It is a predisposition to accept (or reject) foreign made products. Consumers who are highly ethnocentric are likely to feel that it is inappropriate or wrong to purchase foreign made products for many reasons, mainly economic, but also for political and social reasons.

A student may offer a variety of examples mentioned in the text or others from personal experience.

Diff: 1 Skill: Concept LO: 3.6: To understand how personality traits shape consumer behavior.

AACSB: Application of knowledge 118) A variety of different self-images have been recognized in consumer behavior. Talk about four kinds of self-image.

Answer: First, the actual self-image is how a consumer sees themselves in reality. Second, the ideal self-image is how consumers would like to see themselves. Third, the social self-image is how consumers feel others see them. Fourth, ideal social self-image is how the consumer would like others to see them.

The student may offer other types of self-image.

Diff: 1 Skill: Concept LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge 119) Identify the ways in which possessions can extend the self.

Answer: Much human emotion can be connected to valued possessions. In such cases, possessions are considered extensions of the self. Possessions can extend the self in a number of ways: (1) actually, by allowing the person to do things that otherwise would be very difficult or impossible to accomplish; (2) symbolically, by making the person feel better or "bigger"; (3) by conferring status or rank; (4) by bestowing feelings of immortality by leaving valued possessions to young family members.

Diff: 2 Skill: Application LO: 3.8: To understand the impact of self-image on consumer behavior.

AACSB: Application of knowledge

37 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 4 Consumer Perception and Positioning 1) Individuals act and react on the basis of ________, not on the basis of ________. A) objective reality; their previous experiences B) their previous experiences; their perceptions C) their perceptions; objective reality D) their perceptions; their previous experiences E) their previous experiences; peer pressure Answer: C Diff: 1 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior. AACSB: Reflective thinking 2) Your interpretation of visual and sensory input about polo shirts may be different from your classmate's because perception is ________. A) objective B) subjective C) irrelevant D) noise E) based on personality traits Answer: B Diff: 2 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior. AACSB: Application of knowledge 3) The process by which an individual selects, organizes, and interprets stimuli into a meaningful and coherent picture of the world is known as ________. A) observation B) perception C) realization D) rationalization E) understanding Answer: B Diff: 1 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking

1 .

4) ________ can simply be described as "how we see the world around us."

A) Knowledge B) Perception C) Motivation D) Attitude E) Understanding Answer: B Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 5) ________ is/are the immediate and direct response of the sensory organs to stimuli.

A) Sensory receptors B) Sensation C) Sensory input D) Sensory adaptation E) Sensory blocking Answer: B Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 6) Products, packages, brand names, advertisements, and commercials are examples of ________.

A) sensations B) receptors C) realities D) stimuli E) intensities Answer: D Diff: 2 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking

2 .

7) As sensory input ________, our ability to detect changes in input or intensity ________. A) decreases; increases B) increases; increases C) decreases; remains constant D) remains constant; decreases E) increases; remains constant Answer: A Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 8) When a product is ________, memory of the ________-related attributes increases.

A) scented; non-scent B) non-scented; scent C) auditory; non-auditory D) non-auditory; auditory E) quiet; scent Answer: A Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 9) The point at which a person can detect a difference between "something" and "nothing" is that person's ________ for that stimulus.

A) adaptation level B) absolute threshold C) just noticeable difference D) differential threshold E) sensory adaptation Answer: B Diff: 1 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking

3 .

10) Two people driving together may spot a billboard at different times. This means they have different ________.

A) absolute thresholds B) differential thresholds C) just noticeable differences D) adaptation levels E) sensory adaptations Answer: A Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 11) John drives by the same billboard every day on his way to work. He has seen the billboard so many times that he no longer notices it. This is an example of ________.

A) sensory adaptation B) just noticeable difference C) differential threshold D) perceptual blocking E) absolute threshold Answer: A Diff: 3 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 12) Sensory adaptation is of concern to national advertisers, who try to continuously change their advertising campaigns. They are concerned that consumers will ________.

A) get bored of their competitors' ads B) get used to their ads C) not understand their ads as intended D) develop positive reactions to their ads E) become more attuned to competing advertising Answer: B Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge

4 .

13) Some TV ads change sensory input by using silence or louder sounds in their ads to generate attention. This is a form of advertising used in order to overcome ________.

A) sensation B) preference for competitive advertisements C) sensory adaptation D) the just noticeable difference E) perceptual blocking Answer: C Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 14) Brand names stamped on eggs in supermarkets, featured on video screens in taxis, placed on subway tunnels in between stations, and featured on doctor's examination tables are examples of ________.

A) sensory adaptation B) objective reality C) viral advertising D) ambush marketing E) experiential marketing Answer: D Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 15) The minimal difference that can be detected between two similar stimuli is called the ________.

A) perceptual threshold B) differential threshold C) sensory threshold D) absolute threshold E) sensation threshold Answer: B Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking

5 .

16) Weber's law states that ________. A) the stronger the initial stimulus, the weaker the second stimulus must be to exceed the JND B) the JND of a second stimulus is inversely related to the strength of the original stimulus C) the stronger the initial stimulus, the greater the second stimulus must be to exceed the JND D) consumers who buy the same products regularly are more likely than those who buy less frequently to notice changes in price, packaging, or product attributes E) the more information consumers are given about a particular product, the more likely they are to purchase that product Answer: C Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds. AACSB: Reflective thinking 17) Which of the following is true of JND? A) Decreasing prices below consumers' JND is likely to cause a significant rise in sales. B) Making product improvements that far exceed consumers' JND is likely to maximize company revenues. C) There is no JND for decreased product volume sold in existing packaging. D) Making drastic changes to a company's logo to an extent well beyond consumers' JND allows companies to update their image without losing their ready recognition. E) Increasing prices below consumers' JND is likely to go unnoticed by consumers. Answer: E Diff: 3 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds. AACSB: Application of knowledge 18) Which of the following is NOT an implication of the JND for logos? A) Marketers usually make numerous small changes. B) Marketers minimize noticeable changes to maintain consumer recognition. C) Marketers who make dramatic changes to logos may anger customers. D) Marketers who crossed the differential threshold have chosen to return to their original logos. E) Marketers should always try to cross the JND and make dramatic changes. Answer: E Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds. AACSB: Application of knowledge

6 .

19) A stimulus may be too faint or brief to be consciously seen or heard, such as a deeply embedded or a very briefly flashed image, but may still be perceived by one or more sensory receptor cells. This is called ________.

A) subliminal perception B) sequential transition C) supraliminal perception D) sensory adaptation E) perceptual blocking Answer: A Diff: 1 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking 20) Which of the following is true of the relationship between consumers' perceptions and their expectations?

A) Individual motivation does not affect perception.

B) Ads with irrelevant sexuality generally lead to better recall of the product advertised due to the attention-getting nature of the sexual content.

C) People tend to make observations and arrive at conclusions completely independent of their expectations.

D) Consumers tend to perceive products and product attributes according to their own expectations.

E) What consumers expect to see is completely dependent on their objective, first-hand experience with the particular product or advertising medium.

Answer: D Diff: 2 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Analytical thinking 21) Which of the following is true of the relationship between consumers' perceptions and their motives?

A) In general, there is a heightened awareness of stimuli that are irrelevant to consumers' needs.

B) The stronger the consumer's need, the greater the tendency to ignore related stimuli in the environment.

C) In general, there is decreased awareness of stimuli that are relevant to consumers' needs.

D) The stronger the consumer's need, the greater the tendency to pay attention to related stimuli in the environment.

E) Consumers tend to pay equal attention to all advertising, regardless of their needs at any given time.

Answer: D Diff: 2 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Analytical thinking

7 .

22) Which of the following does NOT provoke attention?

A) shocking images B) contrasting images C) adaptation D) unrealistic images E) contrasting sounds Answer: C Diff: 2 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 23) Which of the following is NOT true about the effect of expectations and motives on perceptions?

A) People see what they expect to see based on familiarity, previous experience, and expectations.

B) Stimuli that conflict sharply with expectations often receive less attention than those that conform to expectations.

C) Irrelevant sexuality can distract from the ad's main message.

D) People tend to perceive the things they need or want.

E) There is decreased awareness of stimuli that are irrelevant to a consumer's needs.

Answer: B Diff: 3 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Analytical thinking 24) ________ is a concept related to perception. People actively seek out messages that they find pleasant and actively avoid painful or threatening ones.

A) Selective attention B) Selective exposure C) Perceptual defense D) Perceptual blocking E) Perceptual organization Answer: B Diff: 2 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Reflective thinking

8 .

25) After buying a Mini Cooper, Kate began paying more attention to advertisements for Mini and spent more time on websites reading about how much Mini drivers love their cars because she was sympathetic to these messages and found them pleasant. This is an example of ________.

A) selective attention B) selective exposure C) perceptual defense D) perceptual blocking E) perceptual organization Answer: B Diff: 2 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge 26) ________ refers to consumers' heightened awareness of stimuli that meet their needs or interests, and minimal awareness of stimuli irrelevant to their needs.

A) Selective attention B) Selective exposure C) Perceptual defense D) Perceptual blocking E) Perceptual organization Answer: A Diff: 1 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Reflective thinking 27) Listening to the radio on the way home from work, Paul is particularly aware of an ad for McDonald's because he is getting hungry. This is an example of ________.

A) selective attention B) selective exposure C) perceptual defense D) perceptual blocking E) perceptual organization Answer: A Diff: 2 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge

9 .

28) Consumers subconsciously screen out stimuli that they find psychologically threatening, even though exposure has already taken place. This is consistent with the perception factor of ________.

A) selective attention B) selective exposure C) perceptual defense D) perceptual differentiation E) perceptual organization Answer: C Diff: 1 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Reflective thinking 29) Canada requires tobacco firms to feature graphic health warnings on cigarette packs. In a perception context, this is to try to combat ________ where people no longer pay attention to the warning labels on packets.

A) selective attention B) selective exposure C) perceptual defense D) perceptual differentiation E) perceptual organization Answer: C Diff: 1 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge 30) ________ is consumers' heightened awareness of stimuli that meet their needs or interests and minimal awareness of stimuli irrelevant to their needs.

A) Selective attention B) Selective exposure C) Perceptual defense D) Perceptual blocking E) Perceptual differentiation Answer: A Diff: 1 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Reflective thinking

10 .

31) ________ occurs when consumers tune into messages that they find pleasant or with which they are sympathetic, and they actively avoid painful or threatening ones. A) Defensive stimulation B) Selective exposure C) Perceptual defense D) Perceptual blocking E) Perceptual organization Answer: B Diff: 2 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others. AACSB: Application of knowledge 32) In the figure and ground principle of Gestalt psychology, ________.

A) the ground is usually perceived as distinct and central to the image B) the common line that separates the figure and the ground is generally attributed to the ground C) figure and ground relationships are always interpreted in the same way D) figure typically appears to be subordinate to ground and, therefore, less important E) the ground is usually perceived as indefinite, hazy, and continuous Answer: E Diff: 3 Skill: Concept LO: 4.4: To understand how people organize stimuli.

AACSB: Reflective thinking 33) In product placement scenarios, marketers place an advertised product into a TV show or film by having it used by the cast, integrated into the plot, or associated with a character. In product placements, the product is considered the ________ and the show is the ________.

A) entertainment; brand B) figure; ground C) ground; perceptual organization D) perceptual block; perceptual organization E) ground; figure Answer: B Diff: 3 Skill: Application LO: 4.4: To understand how people organize stimuli.

AACSB: Application of knowledge

11 .

34) To simplify life, people have a natural tendency to select stimuli from the environment and organize them into groups and perceive them as a unified whole. In a perception context, this is known as ________. A) figure-ground B) perceptual blocking C) perceptual mapping D) grouping E) closure Answer: D Diff: 2 Skill: Concept LO: 4.4: To understand how people organize stimuli. AACSB: Reflective thinking 35) Individuals express their need for ________ by organizing their perceptions so that they form a complete picture. A) closure B) interpretation C) grouping D) figure-ground patterns E) exposure Answer: A Diff: 1 Skill: Concept LO: 4.4: To understand how people organize stimuli. AACSB: Reflective thinking 36) When stimuli are highly ambiguous, an individual will usually ________. A) ignore them B) block them out C) interpret them according to one's own needs, wishes, and interests D) take extra time to understand the intentions of the source E) consult others as to their meaning Answer: C Diff: 3 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others. AACSB: Reflective thinking

12 .

37) When an ad for Benetton featured the hands of two men – one black and one white – handcuffed together to promote racial harmony, people perceived that a white man was arresting a black man. This is an example of ________.

A) the halo effect B) a consumer stereotype C) the persistence of first impressions D) effective product positioning E) perceptual blocking Answer: B Diff: 2 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge 38) Marketers take advantage of ________ when they extend a brand name associated with one line of products to another.

A) physical appearances B) perceptual blocking C) the halo effect D) the persistence of first impressions E) consumers' tendency to jump to conclusions Answer: C Diff: 2 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge 39) Ragu, a maker of spaghetti sauces, chose to launch some of its most successful flavors in the new pouch packaging format in order to take advantage of ________ to gain quick customer acceptance of the new format.

A) perceptual mapping B) Gestalt psychology C) the halo effect D) selective exposure E) consumers' need for closure Answer: C Diff: 3 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge

13 .

40) ________ refers to consumers' perceptions of all the components of products, services, and brands, and to how consumers evaluate the quality of marketers' offerings.

A) First impressions B) Consumers' stereotypes C) Consumer imagery D) Symbolic features E) Symbolic attributes Answer: C Diff: 2 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Reflective thinking 41) Why would a brand want to update its image?

A) to create emotional bonds between brands and consumers B) to fulfill a need in a straightforward way C) to be more similar to competitors D) to hide its core benefit E) to be perceived as a "me too" offering Answer: A Diff: 1 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Analytical thinking 42) Which of the following is least likely to convey a fragrance brand's image on its own?

A) the product's name B) the product's appearance C) the product's packaging D) the product's features E) the product's fragrance Answer: E Diff: 3 Skill: Application LO: 4.6: To understand the elements of consumer imagery.

AACSB: Application of knowledge

14 .

43) ________ is the customer's view of the value that he or she receives from the purchase.

A) Reference price B) Perceived price C) Efficiency price D) Value price E) Differential price Answer: B Diff: 2 Skill: Concept LO: 4.6: To understand the elements of consumer imagery. AACSB: Reflective thinking 44) ________ is any price that a consumer uses as a basis for comparison in judging another price.

A) Reference price B) Perceived price C) Efficiency price D) Value price E) Differential price Answer: B Diff: 1 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Reflective thinking 45) Which of the following is an illustration of a price discount that would be viewed as most favorable given the "right side effect"?

A) a discount from $26 to $25 B) a discount from $22 to $21 C) a discount from $19 to $18 D) a discount from $16 to $15 E) a discount from $39 to $38 Answer: B Diff: 3 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Analytical thinking

15 .

46) Which of the following is NOT a strategy that helps consumers engage in dissonance reduction when they encounter prices that are significantly different from their expectations?

A) seeking additional information B) forming cognitions that justify the high price C) perceiving the price as within the given acceptable price range D) considering buying other brands E) trivializing some aspects of the buying situation Answer: C Diff: 2 Skill: Application LO: 4.6: To understand the elements of consumer imagery. AACSB: Application of knowledge 47) ________ are physical characteristics of the product itself, such as size, color, flavor, or aroma. A) Intrinsic cues B) Product quality ratings C) Extrinsic cues D) Brand images E) Brand personalities Answer: A Diff: 1 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products. AACSB: Reflective thinking 48) The most widely accepted framework for researching service quality stems from the premise that a consumer's evaluation of service quality is a function of the ________ of the gap between the customer's expectations of service and the customer's assessment of the service actually delivered. A) type and physical characteristics B) intangible attributes C) extrinsic cues D) magnitude and direction E) intrinsic cues Answer: D Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products. AACSB: Reflective thinking

16 .

49) ________ measures the gaps between customers' expectations of services and their perceptions of the actual service delivered.

A) Reference price B) The SERVQUAL scale C) The Service Index D) Brand image E) The Tangibility Index Answer: B Diff: 1 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 50) Which of the following is NOT a dimension measured in the SERVQUAL scale?

A) reliability B) responsiveness C) assurance D) empathy E) ignorance Answer: E Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 51) Which of the following is true of services?

A) It is more difficult for consumers to evaluate the quality of products than the quality of services.

B) Services are simultaneously produced and consumed.

C) Services are tangible.

D) Services are highly consistent in quality.

E) Services are durable.

Answer: B Diff: 2 Skill: Application LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Application of knowledge

17 .

52) The purpose of institutional advertising is to ________.

A) promote a specific product line B) promote a specific retail outlet as a way of improving the manufacturer's image through the retail store image C) boost the corporate image D) enter a product category totally unrelated to the one with which the corporate name has become synonymous E) promote the product category as a whole Answer: C Diff: 3 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 53) When consumers buy the most expensive model to mitigate the risk of purchasing a poorly performing product, they are using ________ to minimize their risk.

A) information-seeking behavior B) brand loyalty C) narrow categorization D) the price-quality relationship E) perceptual blocking Answer: D Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 54) Consumers are more likely to view price as an indicator of quality if ________.

A) they have little information to go on B) they are confident in their ability to make the product or service choice C) they are experts D) they are familiar with the store where the product is purchased E) they are familiar with the product or service Answer: A Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking

18 .

55) ________ is promotion that is designed to promote a company's overall image without overtly referring to specific products.

A) Status advertising B) Institutional advertising C) Store image D) Brand image E) Global advertising Answer: B Diff: 1 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 56) ________ is the uncertainty that consumers face when they cannot foresee the consequences of their purchase decisions.

A) Reference price B) Service quality C) Brand image D) Intrinsic cues E) Perceived risk Answer: E Diff: 1 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Reflective thinking 57) Low-risk perceivers have been described as broad categorizers and tend to ________.

A) make their choices from a wide range of alternatives B) limit their choices to a few safe options C) exclude some perfectly good alternatives in order to minimize the chance of a poor selection D) avoid new products about which they know little E) be very brand loyal Answer: A Diff: 3 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Analytical thinking

19 .

58) Barry has avoided purchasing a new laptop because prices keep falling and he is worried that, if he buys a laptop today, the same laptop will be cheaper in six months. Barry perceives ________ associated with the purchase of a new laptop.

A) financial risk B) social risk C) psychological risk D) functional risk E) time risk Answer: A Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 59) Alice needs a new cell phone, but is anxious about which phone she should buy. Many of her friends own popular phone models but complain about lost calls, short battery life, and poor predictive text functionality. While she has identified several attractive phone models, she doesn't feel like she can really try the phones out in such an artificial setting and is nervous that she might pick a phone that doesn't work as well as she had hoped. Alice perceives ________ associated with the purchase of a new phone.

A) financial risk B) social risk C) psychological risk D) functional risk E) time risk Answer: D Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 60) ________ is time spent in product search that may be wasted if the product does not perform as expected.

A) Financial risk B) Social risk C) Psychological risk D) Functional risk E) Time risk Answer: E Diff: 1 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge

20 .

61) If a mobile phone company, Mobile Power, offers a money-back guarantee to offset concerns that the product will not be worth its cost, it is an attempt to help mitigate consumers' perception of ________.

A) functional risk B) financial risk C) psychological risk D) social risk E) physical risk Answer: B Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 62) If a cell phone company, Mobile Power, offers a warranty on their phones as an assurance their phones will perform as expected, it is likely an attempt to help mitigate consumers' perception of ________.

A) functional risk B) financial risk C) psychological risk D) social risk E) physical risk Answer: A Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 63) Ragu, a spaghetti sauce maker, has decided to launch its most popular sauce flavors in a small pouch format that is more convenient to use. When they choose to launch their most popular sauce flavors, which are "tried and true," instead of new flavors, Ragu is seeking to minimize consumers' perception of ________.

A) physical risk B) functional risk C) psychological risk D) financial risk E) time risk Answer: B Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge

21 .

64) Ragu, a spaghetti sauce maker, has decided to launch its most popular sauce flavors in a small pouch format that is more convenient to use. When they choose to launch their most popular sauce flavors, which are "tried and true," instead of new flavors, Ragu is trying to appeal to ________. A) low-risk perceivers B) broad categorizers C) consumer innovators D) narrow categorizers E) process-oriented consumers Answer: D Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them. AACSB: Application of knowledge 65) If a consumer is concerned he will be embarrassed when his friends see him with a particular product, he is perceiving ________ risk. A) financial B) psychological and social C) time D) physical E) functional Answer: B Diff: 1 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them. AACSB: Application of knowledge 66) Jeff wants to switch mobile phone carriers, but is concerned that if he switches, he may have to compare all the different carriers' calling plans again if he experiences a lot of "dropped calls" with his new provider. He is perceiving ________ risk. A) financial B) psychological C) time D) physical E) functional Answer: C Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge

22 .

67) Lola is concerned about the impact of genetically modified ingredients found in foods on the long-term health of her family members. She is perceiving ________ risk.

A) financial B) psychological C) time D) physical E) functional Answer: D Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 68) Which of the following is NOT a way for a consumer to overcome perceived risk?

A) use a random choice model B) seek information C) remain brand loyal D) rely on store image E) buy the most expensive model Answer: A Diff: 2 Skill: Application LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Application of knowledge 69) The ________ of a product or service is the process by which a company creates a distinct image and identity for its products, services, and brands in consumers' minds.

A) segmentation B) target C) positioning D) psychographic inventory E) concentrated marketing strategy Answer: C Diff: 1 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking

23 .

70) The image and unique identity of a product, service, or brand in consumers' minds is called its ________.

A) position B) perception C) segment D) target E) imposition Answer: A Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 71) What is the FOURTH step in the positioning process?

A) Create a positioning statement focused on the benefits and value that the product provides.

B) Determine the target market's preferred combination of attributes.

C) Define the market in which the product or brand competes, relevant buyers and competitors.

D) Develop a distinctive, differentiating, value-based positioning concept.

E) Research how consumers perceive competing offerings on relevant attributes.

Answer: B Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 72) What is the FIFTH step in the positioning process?

A) Create a positioning statement focused on the benefits and value that the product provides.

B) Determine the target market's preferred combination of attributes.

C) Define the market in which the product or brand competes, relevant buyers and competitors.

D) Develop a distinctive, differentiating, value-based positioning concept.

E) Research how consumers perceive competing offerings on relevant attributes.

Answer: D Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking

24 .

73) What is the THIRD step in the positioning process?

A) Create a positioning statement focused on the benefits and value that the product provides.

B) Determine the target market's preferred combination of attributes.

C) Define the market in which the product or brand competes, relevant buyers and competitors.

D) Develop a distinctive, differentiating, value-based positioning concept.

E) Research how consumers perceive competing offerings on relevant attributes.

Answer: E Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 74) ________ is a statement or slogan that describes a company's character without referring to its specific branded products.

A) Premier position B) Positioning against competition C) Umbrella positioning D) Key attribute positioning E) Un-owned perception positioning Answer: C Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 75) Campbell's slogan "soup is good food" is an example of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: C Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

25 .

76) McDonald's slogans "You deserve a break today," "Make every time a good time," and "I'm Lovin' It" are examples of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: C Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge 77) ________ focuses on a brand's exclusivity to give the consumer a reason to buy the product.

A) Premier position B) Positioning against competition C) Umbrella positioning D) Key attribute positioning E) Un-owned perception positioning Answer: A Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 78) The New York Times' positioning as "All the news that's fit to print" is an example of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: A Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

26 .

79) Positioning Joy (a fragrance brand) as "the costliest perfume in the world" is an example of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: A Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge 80) Positioning Bounty, a paper towels brand, as "the quicker picker upper" is an example of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: D Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge 81) Positioning Avis using the claim that "We're No. 2. We Try Harder." was an example of ________.

A) premier position B) positioning against competition C) umbrella positioning D) key attribute positioning E) un-owned perception positioning Answer: B Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

27 .

82) ________ is the process by which a company intentionally changes the distinct image and identity that its product or brand occupies in consumers' minds.

A) Premier position B) Positioning against competition C) Repositioning D) Key attribute positioning E) Umbrella positioning Answer: C Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 83) Yellow Tail wines changed its taglines from "Open for everything" and "Tails, you win" to "The go to" as part of its ________.

A) premier position B) positioning against competition C) repositioning D) key attribute positioning E) umbrella positioning Answer: C Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Reflective thinking 84) When Healthy Choice positions its products as more nutritional than Italian sub sandwiches and prepared salads, which type of positioning is it using?

A) umbrella positioning B) premier position C) positioning against competition D) un-owned position E) predictive positioning Answer: C Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

28 .

JUICE MINI CASE: Fruit Fusions is a well-known producer of organic fruit blended yogurts. It recently decided to start producing fruit juices under the Fruit Fusions name as well. The company's research determined that there was a potential niche market for organic fruit juices packaged in small single servings and sold as an alternative to canned soft drinks typically consumed during lunch. In trying to price the new line of drinks, Fruit Fusions asked consumers what they thought other drinks of a comparable quality cost, and what they considered to be a fair price for this kind of drink. With the slogan "Nothing this good comes in a can," the juice line's print ads feature a brightly colored bottle of juice on a completely white background and are placed in magazines specializing in health and wellness.

85) In the JUICE MINI CASE, Fruit Fusions is taking advantage of ________ in extending its brand name association to its new juice line as a means of increasing consumer acceptance of the new product.

A) umbrella positioning B) product repositioning C) contrast D) consumer stereotypes E) the halo effect Answer: E Diff: 3 Skill: Application LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Application of knowledge 86) In the JUICE MINI CASE, Fruit Fusions only sells its new juice line through high-end grocery stores and lunch boutiques in an effort to create a high-end reputation for its juice line through ________.

A) retail store image B) consumer stereotypes C) playing on consumers' need for closure D) making a good first impression E) perceived risk Answer: A Diff: 2 Skill: Application LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Application of knowledge

29 .

87) In the JUICE MINI CASE, Fruit Fusions' print ads are meant to draw a reader's attention through ________. A) consumers' need for closure B) an attribute focus C) figure and ground relationships D) consumers' tendency to jump to conclusions E) consumers' tendency to group stimuli together Answer: C Diff: 3 Skill: Application LO: 4.4: To understand how people organize stimuli. AACSB: Application of knowledge 88) In the JUICE MINI CASE, Fruit Fusions explores consumers' ________ in order to determine the best price for its new fruit drinks.

A) satisfaction prices B) efficiency prices C) relationship prices D) internal reference prices E) satisfaction-based prices Answer: D Diff: 3 Skill: Application LO: 4.6: To understand the elements of consumer imagery.

AACSB: Application of knowledge 89) In the JUICE MINI CASE, Fruit Fusions places its advertisements in magazines focused on health and wellness under the assumption that people reading such magazines are interested in health foods and are more likely to seek out information about Fruit Fusions from the advertisements than consumers reading a magazine focused on news and entertainment. This phenomenon is known as ________.

A) selective exposure B) perceptual defense C) selective organization D) the contrast effect E) perceptual blocking Answer: A Diff: 3 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge

30 .

90) For each individual, reality is a totally personal phenomenon, based on that person's needs, wants, values, and personal experiences.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 91) Marketers are much more interested in what consumers objectively know about their products than what they perceive.

Answer: FALSE Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 92) The minimal difference that can be detected between two similar stimuli is called the absolute threshold.

Answer: FALSE Diff: 2 Skill: Concept LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Application of knowledge 93) According to Weber's law, a consumer will notice a 25 cent rise in the price of a 50 cent product more than a 25 cent rise in the price of a $10 product.

Answer: TRUE Diff: 1 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Application of knowledge 94) The marketer's objective is to far exceed consumers' JND for product improvements in order to engender greater brand loyalty from consumers.

Answer: FALSE Diff: 2 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Application of knowledge

31 .

95) There is strong evidence that subliminal advertising persuades people to buy goods or services.

Answer: FALSE Diff: 1 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking 96) People perceive all stimuli to which they are exposed.

Answer: FALSE Diff: 1 Skill: Application LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Application of knowledge 97) People usually see what they expect to see, and what they expect to see is usually based on familiarity, previous experience, or expectations.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking 98) Irrelevant sexuality in advertising leads viewers to remember the sexual aspects of the ad, not the product or brand advertised.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking 99) In one type of perceptual defense, individuals sometimes unconsciously distort information that is not consistent with their needs, values, and beliefs.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking 100) People tend to experience the numerous stimuli they select from the environment as separate and discrete sensations.

Answer: FALSE Diff: 3 Skill: Concept LO: 4.4: To understand how people organize stimuli.

AACSB: Application of knowledge

32 .

101) Deliberate blurring of figure and ground, as when Absolut Vodka embeds the distinct shape of its bottle in a print image, can result in greater engagement of the audience with the advertisement.

Answer: TRUE Diff: 2 Skill: Application LO: 4.4: To understand how people organize stimuli.

AACSB: Application of knowledge 102) Completed messages or tasks are better remembered than those that are incomplete.

Answer: FALSE Diff: 1 Skill: Concept LO: 4.4: To understand how people organize stimuli.

AACSB: Reflective thinking 103) When forming first impressions, the perceiver typically knows which stimuli are relevant, important, or predictive of later behavior.

Answer: FALSE Diff: 1 Skill: Concept LO: 4.3: To understand why consumers notice some stimuli but not others.

AACSB: Reflective thinking 104) Products and brands have symbolic value for individuals, who evaluate them on the basis of their consistency with their personal pictures of themselves.

Answer: TRUE Diff: 3 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Reflective thinking 105) Positioning is more important to the ultimate success of a product than are its actual characteristics.

Answer: TRUE Diff: 1 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Reflective thinking 106) Because services are intangible, image becomes a key factor in differentiating a service from its competition.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.6: To understand the elements of consumer imagery.

AACSB: Reflective thinking 33 .

107) Delivery vehicles painted in distinct colors, restaurant matchbooks, packaged hotel soaps and shampoos are all ways to make service offerings seem more tangible with visual images.

Answer: TRUE Diff: 3 Skill: Application LO: 4.6: To understand the elements of consumer imagery.

AACSB: Application of knowledge 108) When consumers evaluate concrete attributes of a product, such as performance and durability, they rely less on price and brand name as indicators of quality than when they evaluate the product's prestige and symbolic value.

Answer: TRUE Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 109) Reference pricing coupled with limited-time availability (e.g. regularly $599, now $359 and on sale, three days only) produces more favorable price and store perceptions than each technique used alone.

Answer: TRUE Diff: 3 Skill: Application LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Application of knowledge 110) When consumers encounter prices that are in line with their expectations and feel harmonious, they engage in dissonance reduction.

Answer: FALSE Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Reflective thinking 111) Consumers are influenced by risks that exist whether they perceive the risks or not.

Answer: FALSE Diff: 1 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Reflective thinking 112) The amount of risk perceived depends on the specific consumer.

Answer: TRUE Diff: 1 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Reflective thinking

34 .

113) Define Weber's law in the context of the differential threshold and cite an example of Weber's law in practice.

Answer: Another term used for the differential threshold is the just noticeable difference (JND).

The JND between two stimuli is not an absolute amount, but an amount relative to the intensity of the first stimulus. Weber's law states that the stronger the initial stimulus, the greater the additional intensity needed for the second stimulus to be perceived as different. For example, if the price of a large container of orange juice is $5.50, most consumers will probably not notice an increase of 25 cents, however, a similar 25 cent increase in the price of gasoline would be noticed very quickly by consumers because it is a significant percentage of the initial base cost of gasoline.

Diff: 3 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Reflective thinking 114) How do marketers take advantage of the JND? Answer: Marketers need to determine the JND for their products for two reasons: (1) so that negative changes like reductions in product size are not readily discernable to the public, and (2) so that product improvements such as larger size are very apparent to consumers without being wastefully extravagant. They are careful about logo and packaging changes because they want to maintain familiarity with the existing brand and its image and avoid making consumers confused or angry about changes.

Diff: 2 Skill: Application LO: 4.1: To understand how perception shapes sensory input and subsequent consumer behavior.

AACSB: Application of knowledge 115) What is subliminal perception? How does it relate to marketing?

Answer: When people are stimulated below their level of conscious awareness because the stimuli are too weak or too brief to be consciously seen or heard, this is known as subliminal perception.

Marketers have tried subliminal messaging in the past, but no real evidence shows that subliminal messaging can influence consumer decisions, even though in some instances it has.

Some research shows that subliminal perception influences affective reactions, but not their activities or motives.

Diff: 2 Skill: Concept LO: 4.2: To understand the distinction between the sensory absolute and differential thresholds.

AACSB: Reflective thinking

35 .

116) Identify and briefly describe three of the basic principles of perceptual organization that relate to consumer behavior.

Answer: Three of the basic principles of perceptual organization are figure and ground, grouping, and closure.

Figure and ground refers to the interrelationship between the stimulus itself (the figure) and the environment or context in which it appears (the ground). Stimuli that contrast with their environment are more likely to be noticed.

Grouping is people's instinctive tendency to group stimuli together so they become a unified picture or impression. Examples from marketing include categorizing merchandise in a retail environment, grouping numbers or creating associations between moods and images and a product/brand.

Closure is people's instinct to organize pieces of sensory input into a complete image or feeling.

Individuals need closure. Marketers use the principle of closure to get consumers to participate in a message because consumers will take the time to complete an image to feel closure.

Diff: 2 Skill: Concept LO: 4.4: To understand how people organize stimuli.

AACSB: Reflective thinking 117) Differentiate between intrinsic cues and extrinsic cues and provide examples of each.

Answer: Intrinsic cues are physical characteristics of the product itself, such as size, color, flavor, or aroma. Extrinsic cues are characteristics that are not inherent in the product, such as the product's surroundings or its name.

Diff: 2 Skill: Concept LO: 4.5: To understand how consumers use integral and external factors to evaluate products.

AACSB: Analytical thinking 118) What are the types of perceived risk consumers have to deal with?

Answer: 1. Functional risk: that the product will not perform as expected 2. Physical risk: risk to oneself or others 3. Financial risk: that the product will not be worth the cost 4. Social risk: that the product choice may result in social embarrassment 5. Psychological risk: the risk that a poor product choice will bruise the consumer's ego Diff: 3 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them.

AACSB: Reflective thinking

36 .

119) There are many ways consumers handle risk. Identify and discuss three methods.

Answer: Consumers seek information about the products through word of mouth, salespeople, media, consumer reports, and other product information resources. The more information consumers have about their product, the more predictable the probable consequences, thus the lower the perceived risk. Consumers remain brand loyal: consumers avoid risk by remaining brand loyal to a brand with which they are satisfied instead of trying new or untried brands. Consumers rely on brand image: consumers with no experience with a product will trust a favored or well-known brand name. Consumers rely on store image: consumers trust the judgment of merchandise buyers in reputable stores and depend on them to have made careful decisions in selecting products for sale. Consumers buy the most expensive model: when in doubt, consumers often feel that the most expensive model is probably the best in terms of quality, that is, they equate price with quality. Diff: 2 Skill: Concept LO: 4.7: To understand consumers' perceived risks and how to lower them. AACSB: Reflective thinking 120) Provide an example of how a demographic variable has been used to position a product to a target market. Answer: Examples may vary, and can include Age, Income, Social Class, Ethnicity, Occupation, Marital Status, Household Type and Size, and Geographical Location. One example from the text for age is: Colgate divides the pre-teens toothpaste group into four segments and offers each one its own toothpaste. Colgate offers "My First Colgate" to children up to age 2, "Colgate Dora the Explorer" to ages 2 to 5, and "Colgate SpongeBob SquarePants" and "Colgate Pop Stars" to older, preteen children. Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

37 .

121) What steps are involved in the positioning process?

Answer: 1. Define the market in which the product or brand competes, who the relevant buyers are, and the offering's competition.

2. Identify the product's key attributes and research consumers' perception on each of the relevant attributes.

3. Research how consumers perceive the competing offerings on the relevant attributes.

4. Determine the target market's preferred combination of attributes.

5. Develop a distinctive, differentiating, and value-based positioning concept, which communicates the applicable attributes as benefits.

6. Create a positioning statement focused on the benefits and value that the product provides and use it to communicate with the target audiences.

Diff: 2 Skill: Concept LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge 122) Describe three of the commonly used positioning strategies and provide an example of each.

Answer: Answers should include three of the following: Umbrella positioning – a statement or slogan that describes a company's character without referring to specific products (Example: Campbell's "soup is good food") Premier position – positioning based on brand exclusivity (Example: Joy fragrance positioned as "the costliest perfume in the world") Positioning against competition – positioning that acknowledges a competing brand and differentiates the product against its offering (Example: 7Up as the "Uncola") Positioning on a Key Attribute – positioning that expresses a brand's superiority on a desirable attribute (Example: Bounty as the "quicker picker upper") Un-Owned Position – positioning based on a perception that is not clearly associated with a brand or product (Example: Crest Expressions line designed to awaken senses and keep taste buds tingling) Diff: 2 Skill: Application LO: 4.8: To understand the process of positioning and repositioning.

AACSB: Application of knowledge

38 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 5 Consumer Learning 1) From a marketing perspective, the process by which individuals acquire the purchase and consumption knowledge and experience that they apply to future related behavior, which evolves and changes as consumers acquire knowledge from experience, observation, and interactions with others to impact future behavior, is known as ________.

A) brand loyalty B) brand equity C) positive reinforcement D) consumer learning E) perceptual blocking Answer: D Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 2) Jonas knows the tagline from the local oil change vendor, which is frequently advertised on the radio station he listens to. However, Jonas does not have a car and is not interested in oil changes. His awareness of the tagline was most likely due to ________.

A) intentional learning B) incidental learning C) cognitive learning D) negative reinforcement E) punishment Answer: B Diff: 2 Skill: Application LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 3) Uncovering ________ is the primary objective of marketers as they seek to teach consumers how they can fill their needs by buying certain products and brands.

A) consumer motives B) consumer cues C) covert responses D) overt responses E) reinforcement mechanisms Answer: A Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge

1 .

4) Learning acquired by accident or without much effort is known as ________ learning.

A) intentional B) instrumental C) intrinsic D) incidental E) inexplicable Answer: D Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 5) Unfilled needs lead to ________, which spurs learning.

A) feedback B) cues C) response D) motivation E) reinforcement Answer: D Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 6) ________ serve to stimulate learning, and ________ are the stimuli that direct them.

A) Motives; reinforcements B) Motives; cues C) Cues; responses D) Cues; motives E) Responses; reinforcements Answer: B Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge

2 .

7) In the marketplace, price, styling, packaging, advertising, and store displays all serve as ________ to help consumers fulfill their needs in product-specific ways.

A) feedback B) cues C) response D) motivation E) reinforcement Answer: B Diff: 2 Skill: Application LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 8) How individuals react to a drive or cue constitutes their ________.

A) perceptual organization B) learning C) response D) motivation E) reinforcement Answer: C Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 9) ________ increase(s) the likelihood that a specific response will occur in the future as the result of particular cues or stimuli.

A) Feedback B) Cues C) Response D) Motivation E) Reinforcement Answer: E Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge

3 .

10) At Gino's Italian Bistro, waitresses ask each table whether or not they have dined at Gino's before. A manager is sure to stop by every table with first-time guests to thank them for trying the restaurant and to encourage them to return. In this case, the manager visit constitutes ________ for the guests, making them feel like restaurant staff really care about the quality of their experience.

A) feedback B) a cue C) a response D) a motive E) reinforcement Answer: E Diff: 2 Skill: Application LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 11) There are two different theories on how people learn – the ________ theories and the ________ theories.

A) behavioral; affective B) cognitive; rational C) behavioral; cognitive D) emotional; affective E) experiential; intentional Answer: C Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 12) Which of the following theories assumes that learning takes place as the result of responses to external events?

A) behavioral learning B) episodic learning C) incidental learning D) operational learning E) none of the above Answer: A Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

4 .

13) Classical conditioning and instrumental conditioning theory are examples of ________.

A) perception theories B) behavioral learning theories C) cognitive associative theory D) involvement theory E) cognitive learning theories Answer: B Diff: 1 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge 14) Which of the following was demonstrated by Ivan Pavlov?

A) classical conditioning B) instrumental conditioning C) behavioral conditioning D) psychological conditioning E) none of the above Answer: A Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 15) If you usually listen to the 6 o'clock news while waiting for dinner to be served, you would tend to associate the news with dinner, and eventually the sound of the 6 o'clock news alone might cause your mouth to water even if dinner was not being prepared. This is known as ________.

A) instrumental conditioning B) classical conditioning C) conditional learning D) behavioral learning E) perceptual learning Answer: B Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

5 .

16) In a consumer behavior context, a(n) ________ might consist of a well-known brand symbol that implies quality, whereas a(n) ________ might consist of new products bearing the wellknown symbol.

A) unconditioned stimulus; conditioned stimulus B) conditioned stimulus; conditioned response C) unconditioned stimulus; unconditioned response D) conditioned stimulus; unconditioned stimulus E) unconditioned response; conditioned response Answer: A Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 17) In a consumer behavior context, the previously acquired consumer perception of an existing product is the ________. When consumers try a new product by the same brand because they believe that the new product embodies the same attribute with which the brand's existing products are associated, this is the ________.

A) unconditioned stimulus; conditioned stimulus B) conditioned stimulus; conditioned response C) unconditioned stimulus; unconditioned response D) conditioned stimulus; unconditioned stimulus E) unconditioned response; conditioned response Answer: E Diff: 3 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 18) Under ________, the consumer can be viewed as an information seeker who uses logical and perceptual relations among events, along with his or her own preconceptions, to form a sophisticated representation of the world.

A) negative reinforcement B) the unconditioned response framework C) advertising awareness D) cognitive associative learning E) stimulus discrimination Answer: B Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

6 .

19) When a professor reviews a certain topic many times, he or she is practicing ________.

A) psychological conditioning B) stimulus-response conditioning C) subliminal conditioning D) repetition conditioning E) none of the above Answer: D Diff: 1 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 20) At some point, an individual can become satiated with numerous exposures to the same message, and both attention and retention will decline. This effect is known as ________.

A) advertising wear-out B) the three-hit theory C) stimulus differentiation D) rehearsal E) stimulus generalization Answer: A Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 21) HSBC positions itself as "the world's local bank." A recent advertising campaign consisted of about 20 ads centered on the theme that "different values make the world a richer place."

HSBC's use of different cosmetic variations in their ads while repeating the same advertising theme is an attempt to avoid ________.

A) advertising wearout B) the three-hit theory C) stimulus differentiation D) rehearsal E) stimulus generalization Answer: A Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

7 .

22) Marketing scholars who believe the ________ believe three exposures to an advertisement are needed: one to make consumers aware of the product, a second to show consumers the relevance of the product, and a third to remind them of the product.

A) three-experience rule B) three-introduction principle C) three-hit theory D) three-knock standard E) three-exposure norm Answer: C Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 23) Chelsea confuses a private-label brand's packaging with that of a national brand leader. This is an example of ________.

A) stimulus discrimination B) stimulus generalization C) cosmetic variations D) advertising wearout E) cognitive processing Answer: B Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 24) Stimulus generalization refers to ________.

A) the tendency for stimuli to be similar in nature B) the fact that most conditioned stimuli are similar to unconditioned stimuli C) the tendency to respond the same way to slightly different stimuli D) the tendency for extinction to occur when an unconditioned stimulus does not follow a stimulus similar to a conditioned stimulus E) none of the above Answer: C Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

8 .

25) Lucy finds Coca-Cola to be refreshing and tasty. When she attributes this perception to all colas in red cans, she is engaging in ________.

A) stimulus discrimination B) advertising wearout C) cosmetic variations D) stimulus generalization E) interference Answer: D Diff: 1 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 26) Manufacturers of private-label brands try to make their packaging closely resemble the national brand leaders. They are hoping that consumers will engage in ________ and attribute the qualities of the leading national brand to the private-label brand by virtue of their similar packaging appearance.

A) stimulus discrimination B) advertising wearout C) stimulus generalization D) family branding E) interference Answer: C Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 27) In ________, the marketer adds related products to an already established brand.

A) product form extensions B) product category extensions C) product line extensions D) product differentiation E) product generalization Answer: C Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

9 .

28) Campbell's Soup Company continues to add new food products to its product line under the Campbell's brand name. This is known as ________. A) corporate marketing B) family branding C) capital branding D) licensing E) positioning Answer: B Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge 29) Family branding, licensing, product line extensions, and product form extensions are all marketing strategies based on ________. A) stimulus generalization B) the spacing effect C) stimulus discrimination D) extinction E) none of the above Answer: A Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge 30) ________ results in the selection of a specific stimulus from among similar stimuli. A) Stimulus generalization B) Stimulus discrimination C) Stimulus recognition D) Stimulus selection E) Stimulus differentiation Answer: B Diff: 1 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge

10 .

31) When Breyers sells Oreo Cookies and Cream ice cream, Breyers purchases ground Oreo cookies for inclusion in the ice cream and prominently displays the Oreo name on its packaging.

This is an example of ________.

A) shaping B) licensing C) modeling D) family branding E) chunking Answer: B Diff: 1 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 32) ________ strategies are designed to distinguish a product or brand from that of competitors on the basis of an attribute that is relevant, meaningful, and valuable to consumers.

A) Stimulus differentiation B) Product differentiation C) Stimulus discrimination D) Stimulus generalization E) Product discrimination Answer: B Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 33) The product imitator hopes that the consumer will ________, whereas the market leader wants the consumer to ________ among similar stimuli.

A) discriminate; select B) generalize; discriminate C) select; generalize D) discriminate; generalize E) discriminate; differentiate Answer: B Diff: 3 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

11 .

34) It is difficult to overthrow a brand leader once stimulus discrimination has occurred because the leader has had a longer period to teach consumers to associate the brand name with the product. In general, the longer the period of learning, ________.

A) the less likely the consumer is to discriminate B) the more likely the consumer is to discriminate C) the more likely the consumer is to generalize D) the more diverse the evoked set E) the more likely the consumer is to engage in vicarious learning Answer: B Diff: 3 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 35) When Listerine, who makes mouthwash in the form of a liquid, introduced Listerine PocketPacks, a solid form of the product, it was an example of a ________.

A) product form extension B) product category extension C) product line extension D) product differentiation strategy E) product generalization strategy Answer: A Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 36) According to B.F. Skinner, ________.

A) the kind of learning most characteristic of human beings is problem solving, which enables individuals to gain some control over their environment B) conditioned learning results when a stimulus that is paired with another stimulus that elicits a known response serves to produce the same response when used alone C) a person's level of involvement during message processing is a critical factor in determining which route to persuasion is likely to be effective D) most individual learning occurs in a controlled environment in which individuals are "rewarded" for choosing an appropriate behavior E) each aspect of the marketing mix must reinforce the others if cues are to serve as the stimuli that guide consumer actions in the direction desired by the marketer Answer: D Diff: 3 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

12 .

37) From a marketer's perspective, ________ involves obtaining the desired result from using a particular product or service. A) the central route to persuasion B) punishment C) positive reinforcement D) the peripheral route to persuasion E) negative reinforcement Answer: C Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement. AACSB: Application of knowledge 38) If Sarah has a cold and takes Advil, and her cold goes away, increasing the likelihood she will take Advil if she has another cold, the removal of the unpleasant stimulus (the cold) is an example of ________. A) the central route to persuasion B) copy testing C) positive reinforcement D) the peripheral route to persuasion E) negative reinforcement Answer: E Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement. AACSB: Application of knowledge 39) In cases of ________, behavior is unlearned due to a lack of reinforcement. A) forgetting B) information overload C) decay D) advertising wearout E) extinction Answer: E Diff: 1 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement. AACSB: Application of knowledge

13 .

40) Forgetting is often related to the passage of time, and it is also referred to as ________.

A) encoding B) relationship marketing C) decay D) advertising wearout E) perceptual blocking Answer: C Diff: 1 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 41) Gino's Italian Bistro offers all patrons a free after-dinner drink. This is an example of a ________ reward schedule.

A) systematic B) variable ratio C) random D) fixed ratio E) continuous Answer: E Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 42) Big Y Supermarkets sometimes issued poker chips of different values when consumers checked out at their supermarkets. The consumers did not get one each time they checked out, and they did not know what the reward was going to be if they got one. This is an example of a ________ reward schedule.

A) systematic B) variable ratio C) random D) fixed ratio E) continuous Answer: B Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

14 .

43) Francis gets a free sandwich after she purchases nine sandwiches at Subway. This is an example of a ________ reward schedule.

A) systematic B) variable ratio C) random D) fixed ratio E) continuous Answer: D Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 44) Reinforcement performed before the desired consumer behavior actually takes place is called ________.

A) positioning B) licensing C) preemptive reward D) shaping E) passive learning Answer: D Diff: 1 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 45) ________ produce(s) more initial learning, whereas ________ usually persist(s) longer.

A) The central route to persuasion; the peripheral route to persuasion B) Massed learning; distributed learning C) Product form extensions; product line extensions D) Modeling; vicarious learning E) Recognition; recall Answer: B Diff: 2 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Analytical thinking

15 .

46) If Mark wants an immediate impact as he introduces his product, he should use ________; if he wants long-term, regular buying behavior, he should use ________.

A) the central route to persuasion; the peripheral route to persuasion B) massed learning; distributed learning C) product form extensions; product line extensions D) modeling; vicarious learning E) recognition; recall Answer: B Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 47) ________ is the process through which individuals learn behavior by observing the behavior of others and the consequences of such behavior.

A) Massed learning B) Passive learning C) Observational learning D) Positioning E) Distributed learning Answer: C Diff: 1 Skill: Concept LO: 5.4: To understand observational learning.

AACSB: Application of knowledge 48) When a child learns about social and consumer behavior by observing his/her parents and/or older siblings, it is an example of ________.

A) massed learning B) passive learning C) observational learning D) positioning E) distributed learning Answer: C Diff: 2 Skill: Application LO: 5.4: To understand observational learning.

AACSB: Application of knowledge

16 .

49) What type of learning theory emphasizes that people are problem solvers who actively use information from the world around them to master the environment?

A) instrumental conditioning B) classical conditioning C) cognitive learning D) operant conditioning E) none of the above Answer: C Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 50) Cognitive learning theory ________.

A) occurs when a person has a goal and must search for and process data in order to make a decision or solve a problem B) suggests that a person's level of involvement during message processing is a critical factor in determining which route to persuasion is likely to be effective C) suggests that most individual learning occurs in a controlled environment in which individuals are "rewarded" for choosing an appropriate behavior D) suggests that each aspect of the marketing mix must reinforce the others if cues are to serve as the stimuli that guide consumer actions in the direction desired by the marketer E) suggests that conditioned learning results when a stimulus that is paired with another stimulus that elicits a known response serves to produce the same response when used alone Answer: A Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 51) ________ is the stage of real memory in which information is processed and held for just a brief period.

A) Sensory store B) Rehearsal C) Short-term store D) Recall E) Long-term store Answer: C Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge

17 .

52) The amount of information available for delivery from short-term storage to long-term storage depends on the amount of ________ it is given.

A) recall B) rehearsal C) retrieval D) shaping E) encoding Answer: B Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 53) The purpose of rehearsal is to hold information in short-term storage long enough for ________ to take place.

A) recall B) retrieval C) involvement D) comprehension E) encoding Answer: E Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 54) ________, or the silent, mental repetition of information, must take place for information to have a chance to be transferred to the long-term store.

A) Recall B) Rehearsal C) Involvement D) Comprehension E) Encoding Answer: B Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge

18 .

55) When consumers receive too much information and then find it difficult to encode and store it, ________ occurs.

A) chunking B) encoding C) long-term store purging D) short-term store purging E) information overload Answer: E Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 56) The process by which we recover information from long-term storage is known as ________.

A) retention B) decoding C) encoding D) retrieval E) processing Answer: D Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 57) If Betty faces a problem with her teeth, seeks a solution from her dentist, accepts the information, and starts using a different toothpaste that solves the problem, she is engaging in a process called ________.

A) passive learning B) observational learning C) incidental learning D) behavioral learning E) cognitive learning Answer: E Diff: 2 Skill: Application LO: 5.6: To understand cognitive learning as a form of consumer decision-making.

AACSB: Application of knowledge

19 .

58) Which representation of cognitive learning includes awareness, interest and evaluation, trial and adoption?

A) Innovation Adoption B) AIDA C) Tri-Component D) Generic Cognitive Learning E) Innovation Decision Making Answer: A Diff: 2 Skill: Concept LO: 5.6: To understand cognitive learning as a form of consumer decision-making.

AACSB: Analytical thinking 59) For ________ purchases, consumers are more likely to be narrow categorizers, whereas for ________ purchases, consumers are more likely to be broad categorizers.

A) high involvement; low involvement B) brand equity; brand loyalty C) evoked set; shaped D) positive reinforcement; negative reinforcement E) massed; distributed Answer: A Diff: 3 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 60) ________ suggests that the human brain is divided into two distinct cerebral hemispheres that operate together but specialize in the processing of different types of cognitions.

A) An avatar B) Hemispheric lateralization C) Consumer involvement D) Narrow categorization E) Broad categorization Answer: B Diff: 1 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge

20 .

61) When consumers watch advertising on TV, they ________ process and store ________ information without active involvement. A) passively; left-brain B) actively; left-brain C) passively; right-brain D) actively; right-brain E) intentionally; left-brain Answer: C Diff: 3 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions. AACSB: Analytical thinking 62) ________ suggests repeated exposure to TV commercials, or low involvement information processing, induces purchase decisions before the formation of consumer attitudes toward products. A) Cognitive learning B) Leftbrain learning C) Hemispheric lateralization D) Passive learning E) Central route learning Answer: D Diff: 1 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions. AACSB: Application of knowledge 63) ________ are considered high-involvement, so they are processed by the brain's ________ side. A) Print advertisements; right B) Print advertisements; left C) Television advertisements; right D) Television advertisements; left E) Pictorial advertisements; left Answer: B Diff: 2 Skill: Application LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions. AACSB: Application of knowledge

21 .

64) The right brain's passive processing of information, wherein a product is paired with a visual image repeatedly to produce a desired response, is consistent with ________.

A) observational learning B) operant conditioning C) classical conditioning D) cognitive learning E) high involvement processing Answer: C Diff: 2 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 65) In ________ tests, the consumer is shown an ad and asked whether he or she remembers seeing it and can remember any of its salient points.

A) brand loyalty B) low involvement processing C) recall D) recognition E) discrimination Answer: D Diff: 1 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning.

AACSB: Application of knowledge 66) In ________ tests, the consumer is asked whether he or she has read a specific magazine or watched a specific television show, and, if so, if he or she can remember any ads or commercials seen, the product and brand advertised, and any notable points about the offerings promoted.

A) brand loyalty B) low involvement processing C) recall D) recognition E) discrimination Answer: C Diff: 1 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning.

AACSB: Application of knowledge

22 .

67) What are the three criteria used in the Starch Readership Ad Study? A) involvement with the ad, discriminating the advertised brand from competitive brands, providing greater share of wallet to the advertised brand B) involvement with the ad, shopping for the advertised product, loyalty to the advertised product C) associating the ad with the brand advertised, shopping for the advertised product, loyalty to the advertised product D) noticing the ad, associating the ad with the brand advertised, and involvement with the ad E) noticing the ad, shopping for the advertised product, loyalty to the advertised product Answer: D Diff: 3 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning. AACSB: Application of knowledge 68) ________ refers to the purchase of a brand out of habit and convenience without any emotional attachment to the brand.

A) Premium loyalty B) Covetous loyalty C) Inertia brand loyalty D) No loyalty E) Conditioned loyalty Answer: C Diff: 2 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning. AACSB: Analytical thinking

23 .

FAST FOOD MINI CASE: Speedy Taco is a tex-mex fast food chain that keeps costs down by only serving its food through drive-through windows. In response to increasing concern about obesity in America, Speedy Taco introduced the Speedy Chicken, a grilled chicken taco, as a healthy alternative to its tasty all-beef Speedy Taco. In addition to chicken and beef tacos, Speedy's menu also includes Speedy Burritos and Speedy Mexican Pizzas. Hoping to capitalize on the popularity of the Speedy brand, Continental Foods pays a fee to Speedy Taco in return for the ability to put the Speedy name on its line of salsa and tortilla chips sold to consumers through grocery stores. To entice consumers to try its salsa and chips, Continental Foods set up sampling booths at the front of the chip-and-dip aisles at grocery stores nationwide. Consumers that sampled the chips and salsa were given coupons toward the purchase of Continental Foods' Speedy Salsa and Speedy Tortilla Chips. Continental also printed a discount coupon for salsa on the back of every bag of tortilla chips. 69) In the FAST FOOD MINI CASE, Speedy Taco's addition of chicken tacos to its menu constitutes ________. A) product form extension B) product category extension C) product line extension D) product reputation extension E) product brand extension Answer: C Diff: 3 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge 70) In the FAST FOOD MINI CASE, Speedy Taco's practice of selling Speedy Tacos, Speedy Burritos, and Speedy Mexican Pizzas, all under the same Speedy brand name, is known as ________.

A) family branding B) stimulus generalization C) product form extension D) licensing E) brand loyalty Answer: A Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

24 .

71) In the FAST FOOD MINI CASE, when Speedy Taco allows Continental Foods to put the Speedy name on its line of salsa and tortilla chips for sale through grocery stores, Speedy Taco is engaging in ________.

A) family branding B) co-branding C) encoding D) stimulus generalization E) licensing Answer: E Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 72) In the FAST FOOD MINI CASE, Continental Foods' launch strategy for its new salsa and tortilla chip lines is an example of ________.

A) vicarious learning B) shaping C) passive learning D) massed learning E) positioning Answer: B Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 73) In the FAST FOOD MINI CASE, by printing a coupon on the back of every bag of tortilla chips, Continental foods is reinforcing consumer purchases on a(n) ________ schedule.

A) fixed ratio reinforcement B) continuous reinforcement C) variable ratio D) random E) iterative Answer: B Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

25 .

SHAMPOO MINI CASE: Shimmer is a well-known brand of shampoo that is recognized as being endorsed by the hair dressers of Hollywood stars. Consumers who are highly attuned to social risks associated with personal beauty products perceive that Shimmer shampoo is a high quality shampoo formulation that won't damage hair and renders hair easy to manage and style. The company has recently come out with a line of conditioners under the Shimmer brand name in the hope that consumers will carry their perceptions of Shimmer shampoo over to the new line of conditioners. 74) In the SHAMPOO MINI CASE, Shimmer's reputation for being endorsed by the hair dressers of Hollywood stars is the brand's ________. A) conditioned stimulus B) conditioned response C) unconditioned stimulus D) unconditioned response E) cognitive associative learning Answer: C Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing. AACSB: Application of knowledge 75) In the SHAMPOO MINI CASE, the perceptions of consumers regarding Shimmer shampoo constitutes their ________. A) conditioned stimulus B) conditioned response C) unconditioned stimulus D) unconditioned response E) cognitive associative learning Answer: D Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

26 .

76) In the SHAMPOO MINI CASE, Shimmer's new line of conditioners bearing the Shimmer brand is the ________. A) conditioned stimulus B) conditioned response C) unconditioned stimulus D) unconditioned response E) cognitive associative learning Answer: A Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 77) In the SHAMPOO MINI CASE, consumer use of Shimmer conditioner because they believe it will embody the same attributes associated with Shimmer shampoo is the ________. A) conditioned stimulus B) conditioned response C) unconditioned stimulus D) unconditioned response E) cognitive associative learning Answer: B Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

27 .

OIL CHANGE MINI CASE: Mr. Greasy is a national car care chain that specializes in providing routine services like oil changes and safety inspections. It advertises nationally, particularly around Memorial Day, Independence Day, and Labor Day, when it runs an advertising blitz to encourage drivers to bring their cars in for a check up before holiday road trips. Mr. Greasy's advertisements emphasize the importance of changing a car's oil regularly in order to prevent costly engine failure. Its stores are recognizable from the road by their gray and yellow color schemes. To encourage brand loyalty, Mr. Greasy offers customers reward cards that customers get stamped every time they get an oil change, and can receive the sixth oil change free after the purchase of the first five. Fast Oil, a North Carolina chain that offers the same kind of services, paints its stores black and yellow in an effort to appear like Mr. Greasy stores and benefit from Mr. Greasy's extensive advertising. Thus many customers have developed positive perceptions of Mr. Greasy, note Fast Oil's store color, and mistake Fast Oil stores for Mr. Greasy stores.

78) In the OIL CHANGE MINI CASE, Mr. Greasy's advertising relies on which of the following elements of instrumental conditioning?

A) positive reinforcement B) product category extension C) product form extension D) product line extension E) negative reinforcement Answer: E Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 79) In the OIL CHANGE MINI CASE, the Mr. Greasy Reward Card offers customers positive reinforcement on a ________ schedule.

A) total B) variable ratio C) systematic D) continuous E) random Answer: C Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

28 .

80) In the OIL CHANGE MINI CASE, Fast Oil is relying on ________ to draw consumers to its stores based on its color scheme.

A) stimulus generalization B) family branding C) product differentiation D) stimulus discrimination E) licensing Answer: A Diff: 3 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 81) Consumer learning is a process that continually evolves and changes as a result of newly acquired knowledge or from actual experience.

Answer: TRUE Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 82) The role of experience in learning indicates that all learning is deliberately sought.

Answer: FALSE Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 83) Cues serve to direct consumer drives regardless of whether these cues are consistent with consumer expectations.

Answer: FALSE Diff: 3 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 84) Learning occurs only when responses are overt.

Answer: FALSE Diff: 3 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge

29 .

85) Increasing the number of repetitions of a message increases the message's retention, without any known satiation point.

Answer: FALSE Diff: 1 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 86) Consumers exposed to substantively varied ads process more information about product attributes and have more positive thoughts about the product than those exposed to cosmetic variation.

Answer: TRUE Diff: 2 Skill: Concept LO: 5.1: To understand the elements of learning.

AACSB: Application of knowledge 87) Instrumental learning theorists believe that learning occurs through a trial-and-error process, with habits formed as a result of rewards received for certain responses or behaviors.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 88) Gloria recently tried a new brand of shampoo that ended up leaving her hair looking matted and greasy. This outcome is an example of negative reinforcement.

Answer: FALSE Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 89) Extinction and forgetting are the same thing.

Answer: FALSE Diff: 2 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

30 .

90) Companies that create personal connections with customers, and also offer diverse product lines and competitive prices, are the ones providing the best reinforcement, resulting in satisfaction and repeat patronage.

Answer: TRUE Diff: 1 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 91) The promise of possibly receiving a reward provides positive reinforcement and encourages consumer patronage.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Reflective thinking 92) Lotteries, sweepstakes, door prizes, and contests that require certain consumer behaviors for eligibility are examples of variable ratio reward schedules.

Answer: TRUE Diff: 1 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 93) Reinforcement performed before the desired consumer behavior actually takes place is called modeling.

Answer: FALSE Diff: 2 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 94) When a marketer's goal is long-term repeat buying on a regular basis, a massed learning schedule is preferable.

Answer: FALSE Diff: 2 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

31 .

95) A distributed ad campaign, with ads repeated on a regular basis, results in more long-term learning and is relatively immune to extinction.

Answer: TRUE Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 96) Greater familiarity with the product category increases cognitive ability and learning during a new purchase decision, particularly with regard to technical information.

Answer: TRUE Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Reflective thinking 97) Although it is relatively easy to get information into the consumer's sensory store, it is difficult to make a lasting impression.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 98) Once information is perceived, it is first stored in the short-term store, then the long-term store, then the sensory store.

Answer: FALSE Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 99) Rehearsal is the process by which we select a word or visual image to represent a perceived object.

Answer: FALSE Diff: 2 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge

32 .

100) When consumers are presented with information overload, they may encounter difficulty in encoding and storing it all.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge 101) High-involvement purchases are important to the consumer in terms of perceived risk, so they provoke extensive problem solving and information search.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 102) Low-involvement purchases are not very important, hold little relevance, have little perceived risk, and provoke limited information processing.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 103) In high involvement situations, consumers who find fewer brands acceptable are narrow categorizers.

Answer: TRUE Diff: 2 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 104) The purpose of recognition and recall tests is to determine whether consumers remember seeing an ad and the extent to which they have read it and can recall its content.

Answer: TRUE Diff: 1 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning.

AACSB: Application of knowledge 105) Inertia brand loyalty includes no consistent purchase of a given brand, in spite of strong attachment to it.

Answer: FALSE Diff: 2 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning.

AACSB: Application of knowledge 33 .

106) What is the theory of classical conditioning? Explain using an example.

Answer: The theory of classical conditioning was first demonstrated by the Russian scientist Ivan Pavlov. Classical conditioning theorists regard all animals and humans as passive entities that could be taught certain behaviors through repetition. According to Pavlov, conditioned learning results when a stimulus that is paired with another stimulus that elicits a known response serves to produce the same response when used alone.

Here, students may cite Pavlov's experiment with dogs, or any other example.

Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 107) How do some marketers make use of the concept of stimulus generalization?

Answer: Some marketers introduce imitative "me too" products that succeed in the market.

Consumers confuse them with the original product they have seen advertised. Also, private label manufacturers try to make their packaging closely resemble the national brand leaders in hope of confusing customers. Such products result in millions of lost sales for well-positioned and extensively advertised brands.

Marketers also make use of stimulus generalization when they create product line, form, and category extensions. When marketers present new versions of their products to consumers, their hope is that consumers will generalize their previous positive experiences with the brand to include the brand's new products. This is also the concept behind family branding and licensing.

Diff: 2 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge 108) Define and give one example of each of the following: a. product line extension b. product form extension Answer: a. Product Line Extension: the marketer adds related products to an already established brand, e.g. introducing new flavors of Dannon yogurt b. Product Form Extension: the marketer takes the existing product and delivers it to consumers in a physically new way, e.g. Tylenol tablets, capsules, and gelcaps Diff: 1 Skill: Application LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Application of knowledge

34 .

109) What is licensing? What is the principle behind its success?

Answer: Licensing is allowing a well-known name to be affixed to products of another manufacturer. The principle behind its success is stimulus generalization. The names of famous designers, characters, and manufacturers are attached for a fee to a variety of products enabling licensees to achieve instant recognition and implied quality for the licensed products.

Diff: 2 Skill: Concept LO: 5.2: To understand behavioral learning, classical conditioning, and the roles of stimulus generalization and discrimination in marketing.

AACSB: Analytical thinking 110) What are the three types of reinforcement schedules used by marketers to reward customers?

Answer: Continuous reinforcement schedules are rewards offered to customers to provide satisfaction each time the product or service is used. An example would be a certain restaurant offering its customer one free drink after every meal.

Fixed ratio schedules provide reinforcement every nth time the product or service is purchased.

Like getting a free coffee every 10th time they purchase a coffee.

Variable ratio schedules reward customers on a random basis or on an average frequency basis.

Slot machines operate on a random reward program.

Diff: 2 Skill: Concept LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge 111) When and why do marketers use massed or distributed learning schedules?

Answer: Marketers will use a massed learning advertising schedule when they want to produce more initial learning. That usually is used when they want an immediate impact, when introducing a new product, or to counter a competitor's campaign.

Marketers will use a distributed learning schedule when the goal is long-term repeat buying on a regular basis. The distributed schedule results in more long-term learning and is relatively immune to extinction.

Diff: 3 Skill: Application LO: 5.3: To understand instrumental conditioning and the objectives and methods of reinforcement.

AACSB: Application of knowledge

35 .

112) What is the split-brain theory?

Answer: Also known as hemispheric lateralization, the split-brain theory is based on the premise that the right and left sides of the brain specialize in the kinds of information they process. The left hemisphere is primarily responsible for cognitive activities such as reading, speaking, and attributional information processing. The right side of the brain is concerned with nonverbal, timeless, and pictorial information. Simply put, the left brain is rational, active, and realistic, and the right side is emotional, metaphoric, impulsive, and intuitive.

Diff: 2 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 113) Talk about the three systems or memory storehouses, and how information is stored.

Answer: There are three stages where information processing occurs. They are three separate and sequential stages.

The first is called the sensory store, in which all data comes through our senses which receive fragmented pieces of information and transmit it to the brain in parallel. The image of a sensory input lasts for a second or two in the mind's sensory store. If it is not processed immediately, it is lost immediately.

The second stage is the short-term store, which is known as working memory. This is the stage where information is processed and held for just a brief period. Information in the short-term store undergoes the process known as rehearsal, and then is transferred to the long-term store.

This transfer process takes 2 to 10 seconds, and if the information is not rehearsed, it is lost in 30 seconds or less.

The final stage is the long-term store which retains information for relatively long periods of time. Even though some information may be lost in a few minutes, most information that makes it to long-term stores lasts for extended periods of time, sometimes up to years.

Diff: 3 Skill: Concept LO: 5.5: To understand how consumers process information.

AACSB: Application of knowledge

36 .

114) Contrast high-involvement purchases with low-involvement purchases and note the challenges associated with the measurement of consumer involvement.

Answer: High-involvement purchases are very important to the consumer in terms of perceived risk, so they provoke extensive problem solving and information processing. Low-involvement purchases are not very important, hold little relevance, have little perceived risk, and provoke limited information processing.

Because there is no universal definition of involvement, there is no single way to measure it.

Some measures gauge cognitive factors like risk and importance; other measures focus on behavioral factors like search for and evaluation of product information. It is frequently measured on a continuum using paired adjectives.

Diff: 2 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Application of knowledge 115) Use hemispheric lateralization in an explanation of how print advertisements are processed differently from television advertisements.

Answer: Hemispheric lateralization suggests that the human brain is divided into two distinct cerebral hemispheres that operate together, but "specialize" in processing different types of cognitions. The left hemisphere is the center of human language; it is the linear side of the brain and primarily responsible for reading, speaking, and reasoning. The right hemisphere of the brain is the home of spatial perception and nonverbal concepts; it is nonlinear and the source of imagination and pleasure. Put another way, the left side of the brain is rational, active, and realistic; the right side is emotional, metaphoric, impulsive, and intuitive.

When consumers watch advertising on TV, they passively process and store right-brain (nonverbal, pictorial) information. TV is primarily a pictorial, low-involvement medium, so TV viewing is often considered a right-brain activity (passive and holistic processing of images viewed on the screen). On the other hand, print media (e.g., newspapers and magazines) and static copy on other screens consist largely of verbal information that is processed by the brain's left side; thus, these media are considered high-involvement. According to the split-brain concept, the processing of print advertising is in the form of the sequence of cognitive stages depicted in the cognitive learning models. On the other hand, advertising that consists mostly of moving images and pictorial information is processed holistically by the right side of the viewer's brain and with minimum involvement.

Diff: 3 Skill: Concept LO: 5.7: To understand the impact of involvement and passive learning on purchase decisions.

AACSB: Analytical thinking

37 .

116) Differentiate between behavioral and attitudinal brand loyalty. What are the implications of each for a marketer? Answer: Behavioral loyalty involves measures such as frequency of purchase or proportion of total purchases, but does not explore the consumer motivation behind that behavior. Attitudinal loyalty involves strong consumer affinity for a given brand. Behavioral brand loyalty leads to a higher market share, and attitudinal loyalty often enables the marketer to charge a higher price for the brand relative to the competition.

Diff: 2 Skill: Concept LO: 5.8: To understand how to measure the results of consumer learning. AACSB: Analytical thinking

38 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 6 Consumer Attitude Formation and Change 1) In a consumer behavior context, ________ are learned predispositions to behave in a consistently favorable or unfavorable way with respect to a given object.

A) attitudes B) beliefs C) values D) feelings E) intentions Answer: A Diff: 1 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Reflective thinking 2) John is conducting research on American attitudes toward European car brands, particularly Volkswagen, Volvo, Mercedes, and BMW. The car brands he is researching are ________.

A) experiences B) attitudes C) objects D) attributions E) cognitions Answer: C Diff: 2 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge 3) The shift from no attitude to an attitude is a result of ________.

A) biological pressures B) environment C) learning D) genetic predisposition E) none of the above Answer: C Diff: 1 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge

1 .

4) Attitudes stemming from ________ are more confidently held, more enduring, and more resistant to competitors' messages than attitudes originating from promotional messages only.

A) print advertisements B) product usage C) websites D) television advertisements E) endorsers Answer: B Diff: 2 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge 5) Which of the following is true of attitudes and their relationship with behavior?

A) Attitudes are permanent, but the behaviors they reflect change over time.

B) Consumers always demonstrate consistency between their attitudes and their behaviors.

C) There is no demonstrable link between attitudes and behavior.

D) When consumers are free to act as they wish, we anticipate that their actions will be consistent with their attitudes.

E) Attitude change is always followed by behavior change.

Answer: D Diff: 3 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge 6) Marketers that offer coupons and free samples of new products to entice consumers to try them understand the importance of ________ in attitude formation.

A) subjective norms B) indirect experience C) ego defense D) attribution E) direct experience Answer: E Diff: 2 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge

2 .

7) Attitudes that develop through ________ tend to be more confidently held, more enduring, and more resistant to attack than those developed via ________. A) direct experience; indirect experience B) internal attribution; external attribution C) utilitarian function; knowledge function D) cognition; emotions E) direct marketing; niche marketing Answer: A Diff: 2 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making. AACSB: Analytical thinking 8) Consumers who have a high need for cognition are likely to ________.

A) form positive attitudes in response to ads that feature an attractive model or a celebrity B) form a positive attitude in response to ads or direct mail that are rich in product-related information C) form negative attitudes toward ads that are rich in product information D) feel neutral toward ads that feature attractive models or product information E) feel neutral toward ads that are rich in product-related information Answer: B Diff: 2 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge 9) According to the ________, attitudes consist of three major components: a cognitive component, an effective component, and a conative component.

A) dual mediation model B) tri-component attitude model C) self-perception theory D) multiattribute attitude model E) functional approach Answer: B Diff: 1 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking

3 .

10) ________ include the knowledge and perceptions that are acquired by a combination of direct experience with the attitude object and related information from varied sources.

A) Affectations B) Emotions C) Cognitions D) Objectives E) Conations Answer: C Diff: 1 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking 11) The ________ component of the tri-component attitude model includes a consumer's emotions or feelings about a particular product or brand.

A) conative B) objective C) cognitive D) affective E) situational Answer: D Diff: 1 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge 12) Roy is looking to buy a new HDTV set. He knows from friends that LCD set screens reflect less light than plasma set screens, but that LCD sets are also more subject to blurring than plasma sets. This is an example of the ________ component of his attitude toward HDTVs. A) conative B) objective C) cognitive D) affective E) situational Answer: C Diff: 3 Skill: Application LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge

4 .

13) Paula is a regular at Gino's Italian Bistro. She likes going there because the staff always recognizes her, greets her by name, and makes her feel welcome at the restaurant, so she feels an emotional connection with the staff and the restaurant. This is an example of the ________ component of her attitude toward Gino's.

A) cognitive B) conative C) situational D) perspective E) affective Answer: E Diff: 2 Skill: Application LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge 14) ________ is concerned with the likelihood or tendency than an individual will undertake a specific action or behave in a particular way with regard to the attitude object.

A) Cognition B) Affectation C) Situation D) Perspective E) Conation Answer: E Diff: 2 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge 15) In marketing and consumer research, the conative component of the tri-component attitude model is frequently treated as an expression of the consumer's ________.

A) attitude B) level of familiarity C) intention to buy D) attitude toward the object E) ego-defensive function Answer: C Diff: 3 Skill: Application LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge

5 .

16) ________ assess(es) the likelihood of a consumer purchasing a product or behaving in a certain way.

A) Cognitive dissonance theory B) Buyer intention scales C) Attitude-change strategies D) Emotionally charged states E) Self-perception theory Answer: B Diff: 1 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge 17) ________ portray consumers' attitudes with regard to an attitude object as a function of consumers' perceptions and assessment of the key attributes or beliefs of that object.

A) Multiattribute attitude models B) Functional models C) Dual mediation models D) Cognitive dissonance theories E) Tri-component attitude models Answer: A Diff: 3 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge 18) Attitude-toward-object, attitude-toward-behavior, and theory of reasoned action models are examples of ________.

A) tri-component attitude models B) buyer intention scales C) attitude-change strategies D) self-perception theories E) multiattribute attitude models Answer: E Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge

6 .

19) According to the attitude-toward-object model, the consumer's attitude toward a product is a function of ________.

A) price B) communication messages the consumer receives C) the presence or absence of certain product-specific beliefs or attitudes D) the consumer's intention to behave in a certain way E) consumers' subjective norms Answer: C Diff: 2 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 20) Microsoft wants to measure public attitudes toward the default media-playing software included in its Windows operating system. Which of the following types of multiattribute attitude models would be most appropriate for Microsoft to use?

A) theory of reasoned action model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: C Diff: 3 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge 21) The ________ is designed to capture the individual's attitude toward acting with respect to an object rather than the attitude toward the object itself.

A) theory of reasoned action model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: D Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking

7 .

22) Jake feels that shopping in thrift shops shows a lack of class and sophistication. This attitude would be captured by which of the following multiattribute attitude models?

A) theory of reasoned action model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: D Diff: 3 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge 23) According to the ________, to understand consumers' intentions we also need to measure the subjective norms that influence an individual's intention to act.

A) theory of reasoned action model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: A Diff: 2 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Analytical thinking 24) ________ involve both the beliefs that the consumer attributes to relevant others, such as friends and parents, and the consumer's motivation to comply with the beliefs held by those relevant others.

A) Niche markets B) Subjective norms C) Direct experiences D) External attributions E) Foot-in-the-door techniques Answer: B Diff: 2 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking

8 .

25) If an undergraduate student was considering getting a tattoo and stopped to ask herself what her parents would think of such behavior, such a reflection would constitute her ________.

A) internal attribution B) subjective norm C) direct experience D) external attribution E) niche Answer: B Diff: 1 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge 26) Which of the following are considered to be underlying factors that are likely to produce a subjective norm?

A) conative predispositions and cognitions B) normative beliefs and motivation to comply with relevant others C) affective predispositions toward the behavior and motivation to comply with others D) intrinsic and extrinsic attributions E) intention and normative beliefs Answer: B Diff: 3 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Analytical thinking 27) An extension of the theory of reasoned action model is the ________, which adds the construct of perceived behavioral control, which is a consumer's perception of whether the behavior is or is not within his or her control.

A) trying-to-consume model B) theory of planned behavior C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: B Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking

9 .

28) The ________ is designed to account for cases in which the action or outcome is desired but not certain, and reflects the consumer's attempts to consume, whether or not they are successful.

A) theory of reasoned action model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-behavior model E) attitude-toward-the-ad model Answer: B Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 29) In the theory of trying to consume, the consumer's attempts to consume may be a result of ________ or ________ impediments that prevent the desired action or outcome.

A) personal; social B) personal; environmental C) social; environmental D) physical; economic E) economic; environmental Answer: B Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 30) According to the attitude-toward-the-ad model, the consumer forms various feelings and judgments as a result of exposure to an ad. If the consumer likes the ad, ________.

A) he is more likely to buy the product B) he is less likely to buy the product C) he is less likely to encounter environmental impediments to consumption D) his like or dislike has no relevance to his likelihood of purchasing the product E) he is more likely to attribute satisfaction with the product internally Answer: A Diff: 2 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking

10 .

31) Chris notices the label for a popular brand of yogurt suggests the yogurt has more potassium than a banana. Chris had not previously associated the yogurt brand, or any other yogurt, with potassium. In this example, the marketer ________. A) changed the relative evaluation of an existing attribute B) changed the importance of an existing attribute C) added a new attribute D) developed a favorable attitude toward the ad E) used priming Answer: C Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent. AACSB: Application of knowledge 32) Attitudes toward online shopping are a function of all of the following EXCEPT ________.

A) purchase convenience B) information abundance C) service quality D) promotions E) homepage design Answer: D Diff: 3 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Information technology 33) The tuna marketers' task in the "tunathewonderfish.com" website and related campaign was to ________.

A) turn an approach object into an avoidance object B) turn an avoidance object into an approach object C) turn a knowledge object into a utilitarian object D) turn a utilitarian object into a knowledge object E) turn a utilitarian object into an avoidance object Answer: B Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge

11 .

34) The objective of the "tunathewonderfish.com" website and related campaign was to ________.

A) communicate that tuna is good for your heart B) communicate that tuna is part of a healthy diet C) communicate that tuna is great on the go D) restore consumer confidence in tuna E) all of the above Answer: E Diff: 1 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 35) Changing attitudes according to their applicable consumer motivations is known as the ________.

A) favorable approach B) functional approach C) competitive approach D) industrial approach E) goodwill approach Answer: B Diff: 1 Skill: Concept LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Reflective thinking 36) Ben has a positive attitude toward Nova Hiking Gear because a pair of Nova hiking boots he owns have proven to be very durable and to provide good support during long hikes. Ben has formed this attitude based on the boots' ________.

A) ego-defensive function B) utilitarian function C) value-expressive function D) knowledge function E) intention function Answer: B Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge

12 .

37) An ad for dentures that tells consumers that they can feel secure, smile, and eat because their brand of denture cream will not let their dentures fall out is trying to attract customers by emphasizing the brand's ________.

A) ego-defensive function B) utilitarian function C) value-expressive function D) knowledge function E) intention function Answer: A Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 38) Ads for cosmetics and personal care products acknowledge the fact that people want to protect their self-images from inner feelings of doubt. This is consistent with which basic motivational functions?

A) the ego-defensive function B) the knowledge function C) the utilitarian function D) the value-expressive function E) the intention function Answer: A Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 39) An ad for a new allergy medication includes a bar graph which demonstrates the product's superiority by contrasting its allergy symptom relief abilities with other allergy medications. This is consistent with which basic motivational functions?

A) the ego-defensive function B) the knowledge function C) the utilitarian function D) the value-expressive function E) the intention function Answer: B Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge

13 .

40) If a consumer segment generally holds a positive attitude toward owning the latest designer jeans and values having the latest and greatest in designer jeans, then that segment's attitude toward new brands of designer jeans are likely to reflect that orientation. This is an example of the ________ of attitude. A) ego-defensive function B) utilitarian function C) value-expressive function D) knowledge function E) intention function Answer: C Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent. AACSB: Application of knowledge 41) An example of the ________ function of motivation is for Crest to point out how its new toothbrush is superior to all other toothbrushes in controlling gum disease by removing more plaque. A) egodefensive B) knowledge C) utilitarian D) value-expressive E) intention Answer: B Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent. AACSB: Application of knowledge 42) Tom is looking to lose weight by cutting carbohydrates out of his diet, particularly from regular sodas, but has a negative attitude towards diet. Diet Coke promotes its association with the American Heart Association, which generates goodwill from Tom. What strategy did the company use? A) changing the relative evaluation of attributes B) associating the product with a special group, event or cause C) changing the basic motivational function D) changing consumer beliefs about competitor brands E) changing consumers' subjective norms Answer: B Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent. AACSB: Application of knowledge

14 .

43) Which of the following is true of consumer brand beliefs in the context of changing consumer attitudes? A) Consumers tend to interpret ambiguous information in ways that challenge their preexisting attitudes. B) Consumers frequently resist evidence that challenges strongly held attitudes or beliefs. C) The easiest way to change consumer attitudes is to attack longstanding brand beliefs. D) Consumers generally embrace evidence that challenges strongly held attitudes and beliefs. E) Brand loyalty is very rare and so it is relatively easy for marketers to change brand beliefs. Answer: B Diff: 2 Skill: Concept LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent. AACSB: Reflective thinking 44) The Elaboration Likelihood Model proposes that consumers' attitudes are changed by two distinctly different routes to persuasion: ________ routes and ________ routes. A) central; logical B) main; secondary C) central; peripheral D) rational; emotional E) direct; indirect Answer: C Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 45) When consumers are willing to exert the effort to comprehend, learn, or evaluate the available information about the attitude object, learning and attitude change occur via the ________ to persuasion. A) central route B) celebrity endorsement C) peripheral route D) functional approach E) dual mediation model Answer: A Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking

15 .

46) When a consumer's motivation or assessment skills are low, learning and attitude change tend to occur via the ________ to persuasion.

A) central route B) tri-component route C) functional route D) primary route E) peripheral route Answer: E Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 47) Recent research has found that largely cognitive processing, via the ________, has an emotional core.

A) central route B) tri-component route C) functional route D) primary route E) peripheral route Answer: A Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 48) Central brand claims that are critical to the evaluation of the product's utilitarian attributes are most likely processed via the ________.

A) central route B) tri-component route C) functional route D) primary route E) peripheral route Answer: A Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking

16 .

49) Attitude change via the peripheral route may be an outcome of ________ like cents-off coupons, free samples, beautiful background scenery, great packaging, or a celebrity endorsement. A) core route B) primary inducements C) functional route D) secondary inducements E) passive route Answer: D Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 50) A popular pop singing sensation is a spokesperson for a cellular phone company. As a nonexpert celebrity endorser, her presence in communications about the cellular phone company's service is likely to be processed via the ________.

A) central route B) tri-component route C) functional route D) primary route E) peripheral route Answer: E Diff: 2 Skill: Application LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Application of knowledge 51) According to ________, discomfort occurs when a consumer holds conflicting thoughts about a belief or an attitude object.

A) attitude-change strategies B) cognitive dissonance theory C) attribution theory D) self-perception theory E) attitude research Answer: B Diff: 2 Skill: Concept LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Reflective thinking

17 .

52) Matthew recently purchased a new laptop for $1,500. He subsequently saw an advertisement for what appeared to be a similar model being sold for only $1,350. In order to resolve his ________, Matt decided that the cheaper model must not have as many attractive features as the model he purchased.

A) indirect experience B) attitude formation C) subjective norm D) post-purchase dissonance E) situational influence Answer: D Diff: 2 Skill: Application LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Application of knowledge 53) In order to reduce ________, consumers can rationalize their purchase decision as being wise, seek out advertisements that support their choice, try to "sell" friends on the positive features of the brand, or look to known satisfied owners for reassurance.

A) post-purchase dissonance B) emotionally charged states C) defensive attribution D) subjective norms E) attitude formation Answer: A Diff: 3 Skill: Concept LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Reflective thinking 54) Jerry bought a new washing machine for his home, but he has some tension over whether he made the best decision. Which of the following is NOT a strategy Jerry might use to reduce postpurchase dissonance?

A) rationalize his decision B) "sell" friends on the positive features of the washing machine C) look for satisfied owners of the washing machine D) seek out ads for competitive products he did not choose E) seek out ads for the washing machine he chose Answer: D Diff: 2 Skill: Application LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Application of knowledge

18 .

55) ________ attempts to explain how people assign blame or credit to events on the basis of either their own behavior or the behavior of others.

A) Self-perception theory B) Cognitive dissonance theory C) Attribution theory D) Buyer intention theory E) Attitude theory Answer: C Diff: 1 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking 56) When a person says "I contributed to the American Red Cross because it really helps people in need" or "He tried to persuade me to buy an LED rather than a 3D TV because he'd make a bigger commission," they are providing examples of ________ in action.

A) self-perception theory B) cognitive dissonance theory C) attribution theory D) buyer intention theory E) attitude theory Answer: C Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 57) ________ suggests that attitudes develop as consumers look at and make judgments about their own behavior.

A) Self-perception attributions B) Cognitive dissonance theory C) Attribution theory D) Buyer intention theory E) Attitude theory Answer: A Diff: 2 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking

19 .

58) If a student observes that she routinely purchases the Des Moines Register on her way to class, she is apt to conclude that she likes the Des Moines Register. This is an example of how the ________ helps make inferences about one's behavior.

A) elaboration likelihood model B) attribution theory C) self-perception theory D) defensive attributions theory E) formation theory Answer: C Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 59) When consumers give themselves credit for the outcome of a behavior, they are engaging in ________.

A) subjective attribution B) internal attribution C) objective attribution D) defensive attribution E) external attribution Answer: B Diff: 1 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking 60) According to the principle of ________, consumers are likely to accept credit personally for success and to attribute failure to others or to outside events.

A) subjective attribution B) internal attribution C) objective attribution D) defensive attribution E) external attribution Answer: D Diff: 1 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking

20 .

61) Someone who donates $10 to Amnesty International might be persuaded to donate a much larger amount when properly approached because that person may decide that he or she is the kind of person who makes such charitable donations. This demonstrates the basic premise of the ________.

A) door-in-the-face technique B) consensus technique C) foot-in-the-door technique D) attribution technique E) dual mediation technique Answer: C Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 62) One of the criteria used by consumers to confirm their initial attributions about objects is ________, which means that the reaction (the prior inference) is perceived in the same way by other consumers.

A) distinctiveness B) consistency over time C) consistency over modality D) consensus E) self-defense Answer: D Diff: 3 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking 63) The principle of ________ suggests people accept or take credit for success, but assign failure to others or outside events.

A) distinctiveness B) defensive attribution C) door-in-the-face D) consensus E) compliance Answer: B Diff: 1 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking

21 .

64) If an MBA alumnus considers donating to the program, but is concerned about whether he will become part of a select group if he donates, he is trying to seek reinforcement for his initial attributions via ________.

A) distinctiveness B) consistency over time C) consistency over modality D) consensus E) self-defense Answer: A Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge CAR MINI CASE: Carl is looking to buy a new car because he needs more space for driving his kids to and from their after-school activities and for transporting all their gear. His wife has suggested that the family buy a station wagon, but Carl has a negative attitude toward station wagons because he feels that they are "Mom-mobiles" that consign their drivers to a life of car pools and PTA meetings. He then sees an ad for Subaru with a beautiful outdoor setting and attractive young people using a Subaru station wagon. The voice-over discusses the physical attributes of the car and the demographics of its owners. After seeing a Subaru ad portraying its station wagon as a trendy automotive option for exciting young people looking for more cargo room than a sedan and better fuel-efficiency than an SUV, Carl finds himself to be much more enthusiastic about his wife's station wagon suggestion. He purchases a Subaru, but later begins thinking that he probably should have purchased a Volvo for its reputation of greater safety.

65) In the CAR MINI CASE, Carl's reconsideration of brand choice after he buys a Subaru constitutes ________.

A) buying intention B) niche marketing C) indirect experience D) defensive attribution E) post-purchase dissonance Answer: E Diff: 2 Skill: Application LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Application of knowledge

22 .

66) In the CAR MINI CASE, Subaru's portrayal of its station wagon as a car designed for young people who need extra cargo space to accommodate their active lives appeals to Carl because that is how he sees himself. In this way, Subaru is appealing to the ________ function to change attitudes toward station wagons.

A) utilitarian B) knowledge C) ego-defensive D) competitive E) value-expressive Answer: E Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge COFFEE MINI CASE: Linda is a heavy coffee drinker and a friend recommends that she try Sunrise Coffee, a new coffee house in town, because it sells delicious coffee. Linda replies that she really prefers to drink her coffee in the peace and quiet of her own home. One morning, Linda is running late and doesn't have time to make herself a cup of coffee, so she stops by Sunrise and is greeted by a cheerful staff and a great-tasting coffee, all of which put Linda in a good mood. Upon arriving at work, a coworker comments on her alert, up-beat attitude that morning. Linda replies that it must be the great weather that day, sunshine after a week of solid rain. The following morning, Linda recalls what a pleasant experience she had at Sunrise and decides to go again.

67) In the COFFEE MINI CASE, Linda's initial resistance to the idea of trying Sunrise Coffee arises from which of the following multiattribute attitude models?

A) attitude-toward-behavior model B) trying-to-consume model C) attitude-toward-object model D) attitude-toward-consumer model E) attitude-toward-the-ad model Answer: A Diff: 3 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge

23 .

68) In the COFFEE MINI CASE, Linda attributes her upbeat attitude and alertness to the change in the weather. This is an example of ________.

A) internal attribution B) utilitarian attribution C) conative attribution D) external attribution E) defensive attribution Answer: D Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 69) In the COFFEE MINI CASE, Linda's new attitude toward and repeat patronage of Sunrise Coffee is a function of the ________ of the tri-component attitude model.

A) utility component B) affective component C) defensive component D) cognitive component E) conative component Answer: B Diff: 3 Skill: Application LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge 70) In the COFFEE MINI CASE, Linda's attitude toward Sunrise changes as a result of ________.

A) word-of-mouth B) direct experience C) a change in her environment D) advertising E) cognitive dissonance Answer: B Diff: 1 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Application of knowledge

24 .

PUB MINI CASE: Sean and his friends, most of whom are Irish immigrants or have Irish parents, enjoy drinking at The Celtic Knot, a small New York pub that serves many Irish beers, is decorated with genuine Irish paraphernalia, and holds weekly traditional Irish music sessions. Like many of his friends, Sean enjoys the feeling the pub gives him of connection with his Irish heritage. The pub advertises at community centers and churches in predominantly Irish areas of the city. On its posters, underneath a photo of a group of attractive young people in a cozy corner of the pub drinking and laughing together, is the pub's slogan: "Because being Irish is about more than just St. Paddy's Day." 71) In the PUB MINI CASE, ________ is the attitude object. A) the pub B) the Irish community C) the advertising message D) Sean E) the price point Answer: A Diff: 1 Skill: Application LO: 6.1: To understand how consumers' attitudes influence their decision making. AACSB: Application of knowledge 72) In the PUB MINI CASE, by targeting people with strong attachments to their Irish heritage, The Celtic Knot is taking advantage of the ________ function of their target market's attitudes.

A) utilitarian B) value-expressive C) knowledge D) attribution E) ego-defensive Answer: B Diff: 3 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 73) In the PUB MINI CASE, Sean enjoys the feeling the pub gives him of connection with his Irish heritage. This is the ________ of his attitude toward the pub.

A) affective component B) effective component C) cognitive component D) conative component E) prospective component Answer: A Diff: 3 Skill: Application LO: 6.2: To understand the tri-component attitude model.

AACSB: Application of knowledge

25 .

74) In the PUB MINI CASE, Sean feels comfortable perceiving The Celtic Knot as a genuine Irish pub because many of his friends believe the same thing. He is using ________ to affirm his attitude.

A) distinctiveness B) consistency over modality C) consistency over time D) the central route to persuasion E) consensus Answer: E Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 75) In the PUB MINI CASE, Sean concludes that he likes The Celtic Knot because he goes there frequently. This is an application of ________.

A) the elaboration likelihood model B) attribution theory C) self-perception theory D) defensive attributions theory E) formation theory Answer: C Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 76) Attitudes can be directly observed.

Answer: FALSE Diff: 2 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Reflective thinking 77) Attitudes are learned from direct experience with the product, word-of-mouth information acquired from others, or exposure to mass-media advertising, the Internet, and various forms of direct marketing.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.1: To understand how consumers' attitudes influence their decision making.

AACSB: Reflective thinking

26 .

78) The affective component of the tri-component attitude model represents the consumer's emotions and feelings regarding the attitude object.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking 79) Emotionally charged states can enhance or amplify positive or negative experiences and impact later recollections of such experiences and future behavior.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking 80) In marketing and consumer research, the conative component of the tri-component attitude model is frequently treated as an expression of the consumer's intention to buy.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking 81) Responding positively to an intention to buy question with regard to a brand will increase the likelihood of that consumer purchasing the brand.

Answer: FALSE Diff: 3 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 82) Competitors often try to change the strong and positive attitudes consumers have toward market leaders in an attempt to get consumers to switch brands.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Reflective thinking 83) The appeal of the attitude-toward-behavior model is that it allows researchers to understand consumers' subjective norms and the factors that form them.

Answer: FALSE Diff: 3 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 27 .

84) Consumers' attitudes toward a particular brand's advertising are independent of their beliefs about the brand and do not influence their attitudes toward the brand itself. Answer: FALSE Diff: 3 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes. AACSB: Reflective thinking 85) If consumers like the ad they see, they are more likely to buy the product.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 86) The purchase and consumption of a product are necessary for the formation of attitudes.

Answer: FALSE Diff: 1 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 87) In general, the more information consumers have about a product or service, the more likely they are to form attitudes about it, either positive or negative.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Reflective thinking 88) The ego-defensive function maintains that people form attitudes in order to protect themselves from sensing doubt and to replace uncertainty with feelings of security and confidence.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 89) When an ad for Green Works from Clorox states the product cleans effectively and is environmentally friendly, unlike competing brands, it is using the utilitarian approach to attitude change.

Answer: TRUE Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge

28 .

90) The knowledge function of the functional approach to attitude change relies on the fact that most people want to protect their self-images from inner feelings of doubt.

Answer: FALSE Diff: 2 Skill: Concept LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Reflective thinking 91) Highly involved consumers use attribute-based information to evaluate brands, whereas less involved consumers apply simpler decision rules.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 92) The elaboration likelihood model (ELM) proposes that attitudes can sometimes be changed by either one of two different routes to persuasion – a central route or a peripheral route.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 93) Central inducements have greater staying power over time than secondary inducements.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 94) Because expensive and important purchases often require compromise when choosing among alternatives, post-purchase dissonance commonly occurs.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Reflective thinking

29 .

95) Marketers can help consumers relieve their dissonance by including messages in their advertising specifically aimed at reinforcing consumers' decisions by complimenting their wisdom, offering stronger guarantees or warranties, increasing the number and effectiveness of its services, or providing detailed brochures on how to use its products correctly.

Answer: TRUE Diff: 3 Skill: Application LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Application of knowledge 96) Jill was recently complemented on her piano playing skills. She attributed her skill to the quality and skill of her instructor. This is an example of defensive attribution.

Answer: FALSE Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 97) Individuals who try a brand without any inducements or individuals who buy a brand repeatedly are more likely to consider that they buy the brand because they like it, rather than because it was free or on sale.

Answer: TRUE Diff: 2 Skill: Concept LO: 6.7: To understand how people assign causality to events.

AACSB: Reflective thinking 98) When cognitive dissonance occurs after the purchase it is called post-purchase dissonance.

Answer: TRUE Diff: 1 Skill: Concept LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Reflective thinking 99) If a first request for a $1,000 contribution to your university's alumni foundation is followed by a second, less costly request for $150, the person soliciting the funds may be using the doorin-the-face technique.

Answer: TRUE Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge

30 .

100) If an alumnus considering donating money to his or her MBA program asks how distinctive his contribution would be and whether he would become part of an elite group, he is concerned about consensus.

Answer: FALSE Diff: 3 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 101) Differentiate between the three components of the tri-component attitude model.

Answer: The first component of the model is the cognitive component – the knowledge and perceptions that are acquired through direct experience with the attitude object. This knowledge takes the form of beliefs about the attitude object.

The second component, the affective component, is the consumer's emotions or feelings about a product or brand. These emotions capture the consumer's global assessment of the attitude object.

The third component is the conative component. It is concerned with the likelihood or tendency that an individual will undertake a specific action or behave in a particular way with regard to the attitude object.

Diff: 3 Skill: Concept LO: 6.2: To understand the tri-component attitude model.

AACSB: Analytical thinking 102) One of the multiattribute models is the attitude-toward-behavior model. Explain the model and give an example.

Answer: This model tells about the individual's attitude toward behaving or acting with respect to an object rather than the attitude toward the object itself. For example, Tom's attitude about the act of purchasing a BMW reveals more about the potential act of purchasing than does simply knowing his attitude toward BMWs. Tom may have a positive attitude toward BMWs but a negative attitude toward the act of purchasing one.

Diff: 2 Skill: Concept LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking

31 .

103) What is the theory of trying to consume? Give an example from your own experience.

Answer: The theory of trying to consume is designed to account for the many cases in which the action or the outcome is not certain but instead reflects the consumer's attempts to consume.

Here the student can give an example of how a personal or environmental impediment deterred her from the act of consumption.

Diff: 1 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Reflective thinking 104) To help marketers understand the impact of advertising on consumer attitudes, they use a certain model to help measure attitudes. Talk about this model.

Answer: The model used to measure consumer attitudes toward ads is the attitude toward the ad model. Consumers form various feelings and judgments as the result of an exposure to an ad.

These feelings and judgments turn into beliefs about the brand that influences attitudes toward the brand.

Diff: 2 Skill: Application LO: 6.3: To understand how to apply multiattribute models to change consumers' attitudes.

AACSB: Application of knowledge 105) Identify the four functions that serve as motivators under the functional approach and provide an example of each.

Answer: The four functions that serve as motivators are the utilitarian function, ego-defensive function, value-expressive function and knowledge function. Examples may vary. The utilitarian function stems from the belief that consumers' attitudes reflect the utilities that brands provide.

An example is emphasizing the low maintenance costs and high miles per gallon of a car. The ego-defensive function maintains that people form attitudes in order to protect themselves from sensing doubt and replace uncertainty with feelings of security and confidence. A company that markets leather jackets might emphasize the confidence that comes with wearing one and show tough looking models. The value-expressive function maintains that attitudes are reflections of consumers' values, lifestyles, and perspectives. For example, a hardware company might partner with an organization that funds breast cancer research and create pink tools. Finally, the knowledge function holds that people form attitudes because they have a strong need to understand the characters of people, events, and objects they encounter. A marketer might address this function with facts and comparisons.

Diff: 3 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge

32 .

106) Explain how involvement in a purchase situation affects the amount of cognitive elaboration a consumer will use, which can affect a marketer's success in altering the consumer's attitudes. Be sure to mention each of the two routes to persuasion in your response.

Answer: The elaboration likelihood model suggests there are two routes to persuasion: a central route and a peripheral route. The amount of cognitive elaboration related to the processing of information received via each route is different. When a purchase is important, or high involvement, a consumer will engage in more information search and evaluation. Therefore, they will process information via the central route to persuasion and use cognitive processing of message arguments. On the other hand, low-involvement purchases will require less thought and information processing, so the consumer is less motivated to exert cognitive effort. Learning occurs through repetition, the passive processing of visual cues, and holistic perceptions. Lowinvolvement purchases are more likely to provoke consumers to apply simple decision rules, while high-involvement purchases are more likely to provoke consumers to use attribute-based information to evaluate options.

Diff: 2 Skill: Concept LO: 6.5: To understand cognitive elaboration and the two routes to persuasion AACSB: Reflective thinking 107) How can marketers utilize the knowledge function to influence the basic motivational function?

Answer: Individuals have a strong need to know and understand the people and things they encounter. The consumer's need to know is a cognitive need, so marketers need to focus on how they position the product in an attempt to satisfy that need to know and improve the consumer's attitude toward the brand. Marketers need to point out how their product is superior to other products and point out the attributes in comparison with other brands.

Diff: 2 Skill: Application LO: 6.4: To understand how to alter consumers' attitudes by making particular needs prominent.

AACSB: Application of knowledge 108) What is cognitive dissonance and when does it happen?

Answer: Cognitive dissonance is discomfort that occurs when a consumer holds conflicting thoughts about a belief or an attitude object. Usually consumers make purchase decisions and then feel that other brands could have satisfied their needs better. Cognitive dissonance can happen before or after the purchase. When it happens after the purchase takes place, it is known as post-purchase dissonance.

Diff: 2 Skill: Concept LO: 6.6: To understand cognitive dissonance and resolving cognitive conflicts.

AACSB: Reflective thinking

33 .

109) What is the foot-in-the door technique? Give an example.

Answer: Theorists believe that the foot-in-the-door technique occurs in situations in which consumer compliance with a minor request affects subsequent compliance with a more substantial request. This strategy is based on the premise that individuals look at their prior behavior and conclude that they are the kind of person who says yes to such requests.

An example would be someone who donates five dollars to cancer research might be persuaded to donate a much larger amount when properly approached.

Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge 110) Briefly describe how individuals analyze self-attributions and provide an example.

Answer: Three factors that are likely to be considered as individuals seek reinforcement for the causality of their attributions include distinctiveness, consistency, and consensus. Student examples may vary. One example from the text describes a scenario wherein an amateur photographer thinks photos printed on the latest HP printer look better than when printed by other printers. To test distinctiveness, he might wonder if others notice the difference as well. To test consistency over time and varied situations, he might wonder about the superiority of the printer in other contexts. To test consensus, he might wonder what his friends would think.

Diff: 2 Skill: Application LO: 6.7: To understand how people assign causality to events.

AACSB: Application of knowledge

34 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 7 Persuading Customers 1) The transmission of a message from a sender to a receiver via a medium of transmission is known as ________.

A) feedback B) stimulation C) communication D) transfer E) expression Answer: C Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 2) In addition to the four basic components of sender, receiver, medium, and message, ________ is the fifth essential component of communication.

A) stimulation B) feedback C) transfer D) expression E) creativity Answer: B Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 3) ________ is the first element in the traditional communications model.

A) Sender (Source) B) Media C) Receiver D) Noise E) Channel of communication Answer: A Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

1 .

4) In order to be persuasive, the receivers ________.

A) must decode the messages the way the senders intended B) must like humor appeals C) must like sexual appeals D) must like violent images E) all of the above Answer: A Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 5) ________ are messages that companies transmit through their marketing departments, advertising or public relations agencies and spokespersons.

A) Interpersonal communications B) Impersonal communications C) Receiver communications D) Noise communications E) Informal communications Answer: B Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 6) Which of the following is an example of a formal communications source?

A) a parent B) a friend C) a salesperson D) a work colleague E) a doctor Answer: C Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge; Written and oral communication

2 .

7) When Christopher sees an ad in a newspaper about a particular product, goes to the store, reviews the actual product offer in the store, rejects the product, and tells the salesperson why he did not buy the product, he is providing ________ in the communications model established by the store.

A) noise B) a message C) media forms D) feedback E) none of the above Answer: D Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge; Written and oral communication 8) The sources of ________ are organizations that develop and transmit appropriate messages through their marketing departments, advertising or public relations agencies, and spokespersons.

A) informal communication B) word-of-mouth communication C) interpersonal communication D) impersonal communication E) intrapersonal communication Answer: D Diff: 3 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 9) The ________ of formal, interpersonal marketing communications is likely to be a targeted prospect or a customer.

A) sender B) feedback C) marketer D) receiver E) medium Answer: D Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

3 .

10) The medium or communication channel can be impersonal, like ________, or interpersonal, like ________.

A) telephone conversations with a salesperson; mass media B) a face-to-face conversation with a salesperson; print media C) billboards; an online chat with a salesperson D) mass media; newspaper ad E) a radio advertisement; a television advertisement Answer: C Diff: 3 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 11) The key factor underlying the persuasive impact of a personal or interpersonal message received from either a formal or informal source is ________.

A) the number of times the message is sent B) the source's credibility C) the number of times the message is received D) the type of broadcast medium used E) the extent to which the receiver's peers understand the message Answer: B Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 12) The ________ affects the persuasive impact of the message.

A) credibility of the level B) credibility of the noise C) credibility of the source D) credibility of the receiver E) credibility of the feedback Answer: C Diff: 3 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

4 .

13) ________ are the channels for transmitting communications.

A) Receivers B) Senders C) Noise D) Media E) Frames of reference Answer: D Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 14) ________ media are the original communications channels that advertisers have used, and include print and broadcast.

A) Comparative B) Traditional C) Social D) Informal E) Symbolic Answer: B Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 15) ________ media are online channels, social networks, and mobile electronic devices.

A) Comparative B) New C) Traditional D) Informal E) Symbolic Answer: B Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Information technology

5 .

16) ________ is consumers' selectivity in paying attention to advertising messages.

A) Selective exposure B) Perceptual noise C) Psychological noise D) Informal exposure E) Symbolic exposure Answer: A Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 17) ________ in the form of competing advertising messages or distracting thoughts can impact the reception of a promotional message.

A) Selective exposure B) Symbolic noise C) Psychological noise D) Informal exposure E) Symbolic exposure Answer: C Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 18) Big Jim's Furniture Store frequently advertises on the local radio station. The type of media Big Jim's is using is broadly categorized as ________.

A) comparative media B) traditional media C) social media D) informal media E) symbolic media Answer: B Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge

6 .

19) Geoff is responsible for online marketing for the local automotive dealership. He manages the website, Facebook page, and Twitter account. The type of media he is responsible for is broadly categorized as ________.

A) comparative media B) traditional media C) new media D) informal media E) symbolic media Answer: C Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 20) While Julia is watching television, she is faced with the clutter of nine successive commercial messages during a program break. The marketer who is running the second ad in the series is unlikely to communicate effectively with Julia because the other eight ads are ________.

A) selective exposure B) symbolic noise C) psychological noise D) informal noise E) figurative noise Answer: C Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 21) Which of the following is NOT a way to overcome psychological noise?

A) Repeat the ad several times.

B) Use contrast in communications.

C) Customize messages to customers with digital technologies.

D) Use effective positioning and offer a unique value proposition.

E) All of the above are ways to overcome psychological noise.

Answer: E Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

7 .

22) What is the most effective way to make sure a promotional message stands out and is received and decoded appropriately by the target audience?

A) Repeat the ad several times.

B) Use contrast in communications.

C) Customize messages to customers with digital technologies.

D) Use effective positioning and offer a unique value proposition.

E) Use a sexual appeal.

Answer: D Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 23) Channels of ________ permit marketers to send addressable, customized messages based on data gathered from tracing consumers' surfing and clicks online to individual consumers or small groups.

A) narrowcasting B) broadcasting C) traditional media D) informal media E) symbolic media Answer: A Diff: 1 Skill: Concept LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Written and oral communication 24) Customized messages that are sent to particular consumers based mostly on the consumers' prior shopping behavior, which marketers have observed and analyzed, are also called ________.

A) traditional media B) broadcasting C) addressable advertising D) informal interpersonal media E) symbolic media Answer: C Diff: 2 Skill: Concept LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Information technology

8 .

25) Addressable advertising consists of ads sent to specific persons or small audiences rather than groups of consumers. Unlike broadcasted promotional messages, addressable ads have which of the following characteristics?

A) customized B) interactive C) response-measurable D) all of the above E) none of the above Answer: D Diff: 1 Skill: Application LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Information technology 26) The sponsor's first step in developing a communication for a consumer is ________.

A) select an appropriate medium to send the message B) design the message in an appropriate manner C) decode the message D) establish objectives of the message E) measure exposure Answer: D Diff: 1 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 27) An advertisement is ________ when it contains dense perceptual features and/or elaborate creative designs.

A) visually complex B) psychologically noisy C) overdesigned D) incomprehensible E) positively framed Answer: A Diff: 1 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Reflective thinking

9 .

28) When a marketer stresses the benefits to be lost by not using the product, the company is using ________. A) visual complexity B) psychologically noise C) positive message framing D) negative message framing E) a two-sided appeal Answer: D Diff: 2 Skill: Concept LO: 7.3: To understand the elements of message structure. AACSB: Reflective thinking 29) Negative message framing is likely to appeal to which two groups?

A) consumers with high need for cognition and consumers with an independent self-view B) consumers with low need for cognition and consumers with an independent self-view C) consumers with low need for cognition and consumers with an interdependent selfview D) consumers with high need for cognition and consumers with an interdependent self-view E) consumers with high need for cognition and consumers who have ample opportunity to process the ad's content Answer: A Diff: 3 Skill: Concept LO: 7.3: To understand the elements of message structure. AACSB: Reflective thinking 30) A marketer uses a ________ when it acknowledges competing products in its marketing communications. A) one-sided message B) two-sided message C) positive frame D) negative frame E) vocal cue Answer: B Diff: 2 Skill: Concept LO: 7.3: To understand the elements of message structure. AACSB: Reflective thinking

10 .

31) Josie directs her advertising agency to focus on the benefits of her company's product without mentioning the competition. She is asking for a ________. A) one-sided message B) two-sided message C) positive frame D) negative frame E) vocal cue Answer: A Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure. AACSB: Application of knowledge 32) Which of the following factors does NOT make a one-sided message more effective than a two-sided message.

A) The audience uses the advertiser's products.

B) The audience is critical.

C) The audience initially favors the communicator's position.

D) The audience is not likely to hear an opposing argument.

E) All of the above make a one-sided message more effective than a two-sided message.

Answer: B Diff: 2 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Analytical thinking 33) A marketer is better off using a one-sided message than a two-sided message when ________.

A) the audience is well educated B) the audience is likely to hear opposing claims C) the audience does not initially favor the marketer's message D) the audience favors a competitor E) the audience is friendly/uses the product Answer: E Diff: 2 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Analytical thinking

11 .

34) Jonas noticed that he got better results from his direct marketing television campaign when his ad appeared first in the series of advertisements. He is likely experiencing the impact of the ________.

A) primacy effect B) recency effect C) positive frame D) negative frame E) symbolic effect Answer: A Diff: 1 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 35) ________ stresses the benefits to be gained by using a specific product, whereas ________ stresses the benefits to be lost by not using the product.

A) One-sided messaging; two-sided messaging B) Positive message framing; negative message framing C) The central route to persuasion; the peripheral route to persuasion D) The peripheral route to persuasion; the central route to persuasion E) Negative message framing; positive message framing Answer: B Diff: 3 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Analytical thinking 36) If the audience is friendly to the advertiser's products, initially favors the communicator's position, or if it is not likely to hear an opposing argument, then a ________ is most effective. If the audience is critical or unfriendly and well educated, then a ________ is likely to be more effective.

A) positive message frame; negative message frame B) two-sided message; one-sided message C) peripheral route to persuasion; central route to persuasion D) negative message frame; positive message frame E) one-sided message; two-sided message Answer: E Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge

12 .

37) When material presented first produces a greater effect than material presented later, this is known as the ________. When the material presented last produces a greater effect than material presented earlier, this is known as the ________. A) central route to persuasion; peripheral route to persuasion B) recency effect; primacy effect C) primacy effect; recency effect D) positive message framing; negative message framing E) peripheral route to persuasion; central route to persuasion Answer: C Diff: 2 Skill: Concept LO: 7.3: To understand the elements of message structure. AACSB: Analytical thinking 38) Consumers with ________ are less likely to consider peripheral cues, such as endorser's likeability, in processing the ad.

A) high need for cognition B) low need for cognition C) low involvement D) low need for stimulation E) high need for stimulation Answer: A Diff: 2 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 39) A marketer uses a ________ when it claims product superiority for its brand over one or more explicitly named or implicitly identified competitors.

A) comparative appeal B) fear appeal C) humor appeal D) negative frame E) timeliness appeal Answer: A Diff: 1 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking

13 .

40) When Aleve notes that you can take two Aleve caplets all day instead of more Tylenol caplets, it is using a ________. A) comparative appeal B) fear appeal C) humor appeal D) negative frame E) timeliness appeal Answer: A Diff: 1 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals. AACSB: Application of knowledge 41) Emphasizing the negative consequences that may occur unless a consumer changes behavior is called ________. A) a fear appeal B) a rational appeal C) social marketing D) comparative marketing E) none of the above Answer: A Diff: 1 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals. AACSB: Application of knowledge 42) Fear appeals are unlikely to be effective among persons to score high on the personality variable termed ________. A) dogmatism B) promotion-focused C) disgust aversion D) need for cognition E) sensation seeking Answer: E Diff: 3 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals. AACSB: Reflective thinking

14 .

43) Which of the following is NOT one of the guidelines marketers should follow when using fear appeals?

A) understand the target audience's reaction to a fear appeal and its previous experiences B) the boomerang effect C) changing behavior is a long and complex process D) try to achieve high levels of anxiety E) repeat advertising using fear appeals in moderation over the long term Answer: D Diff: 2 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge 44) A marketer uses ________ to increase the acceptance and persuasiveness of their advertising communications, resulting in their use in an estimated 80% of all ads.

A) comparative appeals B) fear appeals C) humor appeals D) negative frames E) timeliness appeals Answer: C Diff: 1 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 45) Which is the most studied advertising appeal?

A) comparative B) fear C) humor D) negative frame E) timeliness Answer: C Diff: 2 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking

15 .

46) Which of the following is NOT true regarding humorous appeal?

A) Using humor is more appropriate for low-involvement than high-involvement products.

B) Humor is more effective in targeting consumers that already have a positive attitude for the product.

C) Lower sensation seekers are more receptive to humor appeals than higher sensation seekers.

D) Humor that is relevant to the product is more effective than humor unrelated to the product.

E) Humor attracts attention and enhances one's liking of the product advertised.

Answer: C Diff: 2 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Analytical thinking 47) The personality trait named ________ is focused on a person's tendency to enjoy, engage or seek out amusement.

A) need for cognition B) sensation seeking C) dogmatism D) innovativeness E) need for humor Answer: E Diff: 1 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 48) A marketing study found that respondents believed that a dark-haired celebrity model would be more effective in selling gold jewelry than a blond-haired celebrity would if the dark-haired celebrity was not perceived to be ethnic. What two ideas of using celebrities as communication sources are most likely to be at work here?

A) Celebrities should be attractive, but not too attractive.

B) The celebrity's image should match that of the product, and blond-haired models are too common for the exclusive image of gold.

C) The celebrity's image should match that of the product and should embody cultural meaning.

D) The celebrity's image should embody cultural meanings that contrast with the product's cultural stereotypic image.

E) none of the above Answer: C Diff: 3 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge

16 .

49) The two psychological constructs that impact consumers' responses to ads that depict nudity include ________ and sensation seeking. A) need for cognition B) need for humor C) sexual self-schema D) innovativeness E) need for drama Answer: C Diff: 2 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge 50) During the economic downturn, companies like Chase and Bank of America used advertising appeals to help restore confidence in banks and make people feel good during the down economic times. These were examples of ________.

A) fear appeals B) timeliness appeals C) humor appeals D) sexual appeals E) wordplay Answer: B Diff: 1 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge 51) Only through ________ can the sender of a message determine whether and how well the message was received.

A) creative use of media B) specifically identifying the target market C) feedback D) the sales response E) receivers' facial expressions and body language Answer: C Diff: 2 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking

17 .

52) Marketers measure their communications' ________, or whether the message was received, understood, and interpreted correctly.

A) direct effects B) indirect effects C) sales effects D) persuasion effects E) net income effects Answer: D Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking 53) Marketers measure their communications' ________, or whether the messages of a given campaign have generated the sales level defined in the campaign's objectives.

A) direct effects B) indirect effects C) sales effects D) persuasion effects E) net income effects Answer: C Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking 54) ________ track bodily responses to stimuli.

A) Physiological measures B) UPC codes C) Attitudinal measures D) Day-after recall tests E) Net income tests Answer: A Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking

18 .

55) ________, which are tied to computerized cash registers, are used to track the sales effects of food and other packaged good advertising.

A) Physiological measures B) UPC codes C) Attitudinal measures D) Day-after recall tests E) Net income tests Answer: B Diff: 2 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Information technology 56) Which of the following tracks the degree of attention paid to the components of viewed advertisements through monitoring electrical impulses produced by the viewer's brain?

A) Facial EMG B) brain wave analysis C) eye-tracking D) attitudinal measures E) UPC codes Answer: B Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking 57) During testing for the movie Her, test audiences used dials (located in their armrests) to indicate their levels of interest or disinterest during the showing of the movie. This feedback is an example of ________.

A) physiological measures B) UPC codes C) attitudinal measures D) day-after recall tests E) net income tests Answer: C Diff: 2 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge

19 .

58) Before launching his ad campaign, Jerry asked a test group of consumers to read the ad copy and report whether they liked the message, understood the message correctly, and regarded the message as effective and persuasive using semantic-differential and Likert scales. This feedback is an example of ________.

A) physiological measures B) UPC codes C) attitudinal measures D) day-after recall tests E) net income tests Answer: C Diff: 2 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge 59) Immediate feedback is the factor that makes ________ so effective.

A) impersonal messages B) mass marketing C) television advertising D) print advertising E) personal selling Answer: E Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking 60) In order to assess whether respondents like a message, understand it correctly, and regard it as effective and persuasive, researchers generally use ________.

A) psychological noise B) interpersonal feedback C) perceptual defense D) attitudinal measures E) impersonal messages Answer: D Diff: 3 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge

20 .

FOOT CREAM MINI CASE: Athlete's Aid is a foot cream designed to prevent athlete's foot with once-daily application after showering. Athlete's Aid advertising features Tom Brown, a well known football player, giving a testimonial on how effectively Athlete's Aid prevents athletes foot and the terrible foot smell associated with it. These television ads are placed at the end of the advertising series immediately before kick-off in a number of important games during the football season, with the ad repeated during the rest of the game.

61) In the FOOT CREAM MINI CASE, Athlete's Aid emphasizes the use of its product to prevent athlete's foot. This is an example of ________.

A) deceptive advertising B) positive message framing C) corrective advertising D) comparative advertising E) negative message framing Answer: E Diff: 3 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 62) In the FOOT CREAM MINI CASE, Athlete's Aid's placement of advertisements at the end of an advertising series is an attempt to take advantage of ________.

A) primacy effects B) repetition C) recency effects D) positive message framing E) advertising resonance Answer: C Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 63) In the FOOT CREAM MINI CASE, ________ is the sender of the message.

A) Tom Brown B) Tom Brown's football team C) the television stations that air the commercial D) Athlete's Aid E) the National Football Association Answer: D Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge

21 .

64) In the FOOT CREAM MINI CASE, the Athlete's Aid commercial is an example of ________ communication. A) formal, interpersonal B) informal, interpersonal C) interactive, interpersonal D) formal, impersonal E) informal, impersonal Answer: D Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions. AACSB: Application of knowledge HEADACHE MINI CASE: Fast Relief sells a pain killer that is especially effective on relieving headache pain. Under the slogan "If you really want to fix a problem, you have to use the right tools," Fast Relief advertising points out that while its tablets aren't as effective at relieving muscle pain as Cure-All, its leading competitor, clinical trials have shown that Fast Relief is 10 times more effective than Cure-All at relieving headaches. At the beginning of the advertising spot, a woman is shown with her eyes shut tight and her hand pressed against her forehead. Over the course of the ad, the woman's face gradually relaxes and she begins to look relieved and comfortable. Fast Relief also advertises its products by having its tablets used by actors to relieve their headaches during popular television shows. 65) In the HEADACHE MINI CASE, the woman shown in the television ad demonstrates that Fast Relief is helping relieve her headache by using ________. A) interpersonal communication B) nonverbal cues C) celebrity endorsement D) corrective communication E) verbal cues Answer: B Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions. AACSB: Application of knowledge

22 .

66) In the HEADACHE MINI CASE, by pointing out that Fast Relief is not very effective at relieving muscle pain, the company is engaging in ________. A) deceptive advertising B) twosided advertising C) corrective advertising D) comparative advertising E) positive message framing Answer: B Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure. AACSB: Application of knowledge 67) In the HEADACHE MINI CASE, Fast Relief maintains that its tablets relieve headache pain 10 times more effectively than Cure-All. This is an example of ________.

A) deceptive advertising B) psychological noise C) corrective advertising D) branded entertainment E) positive message framing Answer: E Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 68) In the HEADACHE MINI CASE, Fast Relief outlines a side-by-side comparison between its pain reliever and that of Cure-All. This is known as ________ A) deceptive advertising B) psychological noise C) corrective advertising D) branded entertainment E) comparative advertising Answer: E Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge

23 .

TISSUE MINI CASE: Paper Queen is a paper goods company that has recently come out with its own line of Kleenex-like face tissues. In order to promote its new product, Paper Queen has sponsored a Friday Night Tear-Jerker movie series for the month of April on local network television stations. During March, leading up to the movie series, Paper Queen advertised the upcoming event during the same time slot on a number of competing television stations in an effort to expose even channel surfers to its advertising. After the promotions started, Paper Queen measured the success of its advertising campaign based on the number of boxes of tissues it sold.

69) In the TISSUE MINI CASE, by sponsoring the Friday Night Tear-Jerker movie series, Paper Queen was the only advertiser to air ads during the movie. By removing competitive advertising from the consumer's TV-watching environment during the movie, Paper Queen was trying to minimize ________.

A) product placement B) celebrity endorsement C) psychological noise D) branded entertainment E) positive message framing Answer: C Diff: 3 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 70) In the TISSUE MINI CASE, Paper Queen's advertising campaign delivery is best described as ________ communication.

A) formal, interpersonal B) informal, interpersonal C) interactive, interpersonal D) formal, impersonal E) informal, impersonal Answer: D Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge

24 .

71) In the TISSUE MINI CASE, Paper Queen measured the effectiveness of its advertising via the ________.

A) sleeper effect B) primacy effect C) sales effect D) publicity effect E) persuasion effect Answer: C Diff: 3 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge 72) In the TISSUE MINI CASE, the way Paper Queen measured the effectiveness of its advertising is considered ________.

A) inferred feedback B) sensitive feedback C) direct feedback D) generalized feedback E) interpersonal feedback Answer: A Diff: 3 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge 73) In the TISSUE MINI CASE, which of the following is most likely to be used to track the sales effects of the promotional campaign?

A) brain wave analysis B) attitudinal measures C) UPC codes D) facial EMG E) Likert scales Answer: C Diff: 3 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge 74) The communications model requires a source and a message, but receivers of the message are not part of the model.

Answer: FALSE Diff: 1 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

25 .

75) The principle of redundancy suggests marketers should repeat exposures to advertising messages to overcome psychological noise and facilitate message reception.

Answer: TRUE Diff: 2 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 76) Radio is an example of an interpersonal medium.

Answer: FALSE Diff: 1 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 77) Newspapers and magazines are examples of print mass media.

Answer: TRUE Diff: 1 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 78) A photograph or illustration conveys nonverbal messages.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Reflective thinking 79) Generally, it is easier to obtain immediate feedback from interpersonal communications than impersonal communications.

Answer: TRUE Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication

26 .

80) When the source is well respected and highly thought of by the intended audience, the message is much more likely to be ignored.

Answer: FALSE Diff: 1 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Written and oral communication 81) The term "traditional media" is synonymous with broadcast media and mass media.

Answer: TRUE Diff: 2 Skill: Concept LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Reflective thinking 82) CADE International used after-sale interviews with its customers to examine how well the customers were served by the sales and service staff of the company. When CADE International follows this procedure, the company is attempting to use feedback as a means to improve communications.

Answer: TRUE Diff: 1 Skill: Application LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Information technology 83) Addressable advertising consists of ads sent to specific persons or small audiences rather than groups of consumers.

Answer: TRUE Diff: 2 Skill: Application LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Information technology 84) Marketers encode messages by using words, pictures, signs, symbols, spokespersons, and special channels.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Reflective thinking

27 .

85) Design complexity enhances attention to the brand and attitude toward the ad, whereas feature complexity enhances paying attention to the ad, its comprehensibility, and attitude toward the ad.

Answer: TRUE Diff: 3 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Reflective thinking 86) The appropriate message framing decision depends on consumer's attitudes and characteristics as well as the product itself.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Reflective thinking 87) For consumers with an independent self-view (who view themselves as defined by unique characteristics), messages that stress avoidance goals (negative framing) are more convincing.

Answer: FALSE Diff: 3 Skill: Concept LO: 7.3: To understand the elements of message structure.

AACSB: Reflective thinking 88) The most effective way to ensure that a promotional message stands out and is received and decoded appropriately by the target audience is through effective positioning and a unique selling proposition.

Answer: TRUE Diff: 2 Skill: Concept LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Reflective thinking 89) Feedback from mass communication is generally direct.

Answer: FALSE Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking

28 .

90) The recall of a commercial and its central theme is evidence of its attention-getting and persuasive power.

Answer: TRUE Diff: 1 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge 91) Using puns or wordplay in ads increase readership.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 92) Among women, attention-getting comparative appeals produced inferences regarding the ads' manipulative intentions and reduced purchase likelihood.

Answer: TRUE Diff: 3 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 93) One study discovered that a strong graphic threat message had a greater effect for a familiar issue than it did for an unfamiliar issue.

Answer: FALSE Diff: 3 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 94) The use of humor can harm the comprehension of ads, and, in some cases, it aids comprehension.

Answer: FALSE Diff: 2 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Reflective thinking 95) Compared with impersonal communications in mass media, a key advantage of interpersonal communications is the ability to obtain immediate feedback through verbal and nonverbal cues.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking

29 .

96) Mass communications feedback is usually inferred. Answer: TRUE Diff: 2 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages. AACSB: Reflective thinking 97) Day-after recall tests ask viewers of TV shows or listeners to radio broadcasts to respond to interview questions a day after listening to or watching a given program.

Answer: TRUE Diff: 1 Skill: Concept LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Reflective thinking 98) What are the advantages of interpersonal communications relative to impersonal communications?

Answer: A key advantage of interpersonal communications is the sender can gain immediate feedback feedback through verbal and non-verbal cues. Experienced senders are attentive to the and can modify their messages based on what they hear from the receivers. The sender can tailor the communication to the receiver. For example, a salesperson can tailor the sales pitch to a prospect. On the other hand, feedback is usually inferred in impersonal communications.

Diff: 2 Skill: Concept LO: to 7.1: To understand the components of communications, source credibility, and barriers effective transmissions.

AACSB: Written and oral communication 99) Identify strategies that marketers can use to overcome psychological noise.

Answer: Repeat exposure to the advertisement to surmount psychological noise and facilitate message reception.

Use contrast to break through the psychological noise and advertising clutter, using features within the message itself to attract additional attention.

Utilize digital technologies to monitor consumers' visits to websites, infer a person's interest from this data, and design and send customized promotional messages to that person.

Effective positioning and a unique value and selling proposition are the most effective ways to ensure that a promotional message stands out and is received and decoded appropriately by the target audience.

Diff: 3 Skill: Application LO: 7.1: To understand the components of communications, source credibility, and barriers to effective transmissions.

AACSB: Application of knowledge 30 .

100) Provide an example of how data helps advertisers identify consumers and send narrowcast messages.

Answer: Examples may vary. One example from the text indicates Twitter can be used to identify Twitter users who are football fans based on whether the individual follows football teams/players/ commentators or recirculates messages from those sources. Other examples may include mobile advertising, cable advertising, or advertising from online marketing that takes advantage of cookies and GPS tracking.

Diff: 2 Skill: Application LO: 7.2: To understand the distinctions between broadcasted and addressable messages.

AACSB: Information technology 101) What is the difference between a one-sided message and a two-sided message? When are they used?

Answer: A one-sided message is when a marketer only tells their audience the good points about their product. A two-sided message is when the company mentions the good points as well as the bad.

A one-sided message should be used if the audience is friendly, already uses the product and is not likely to hear an opposing position. A two-sided message is more appropriate if the audience is critical, educated and unfriendly and is likely to hear opposing claims. In this case, the marketer will gain credibility by acknowledging the drawbacks to their own product.

Diff: 2 Skill: Application LO: 7.3: To understand the elements of message structure.

AACSB: Application of knowledge 102) What are the advantages and disadvantages of using comparative advertising?

Answer: Comparative advertising is a widely used strategy in which a marketer claims product superiority for its brand over one or more explicitly named or implicitly identified competitors, either on an overall basis or on selected product attributes. It is useful for product positioning, target market selection and brand positioning, and marketers believe comparative ads exert positive effects on brand attitudes, purchase intentions, and purchases. Studies found that comparative ads are capable of exerting more positive effects on brand attitudes and purchase intentions than noncomparative advertising, particularly among sophisticated consumers. Critics of comparative ads note they may assist recall of the competitor's brand at the expense of the advertised brand. Comparative ads generate greater levels of brand-evaluation involvement among men but not women; women inferred manipulative intentions and reduced purchase likelihood. Comparative ads have also led to legal action against companies by the FTC (because they have been misleading) and legal action against companies by the featured competitor (because of disputes of what is considered evidence).

Diff: 2 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge

31 .

103) Why is humor used so frequently in advertisements? In your response, include evidence from research studies on using humor in advertising. Answer: Humor is believed to increase the acceptance and persuasiveness of advertising communications. Studies indicate: 1. Humor attracts attention and enhances one's liking of the product advertised. 2. Humor does not harm the comprehension of ads, and, in some cases, it aids comprehension. 3. Humor does not always increase an ad's persuasive impact or a source's credibility. 4. Humor that is relevant to the product is more effective than humor unrelated to the product. 5. Humor is more effective in ads of existing products than in ads of new products, and more effective in targeting consumers that already have a positive attitude for the product. 6. Using humor is more appropriate for advertising low-involvement than high-involvement products. 7. The effects of humorous ads vary by the audience's demographics. 8. The impact of humor is related to the receiver's personality. Diff: 3 Skill: Concept LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals. AACSB: Reflective thinking 104) Fear is a frequently used appeal in advertising. Talk about its intensity versus its effectiveness. Answer: Even though fear is a commonly used appeal in marketing communications, some researchers found a negative relationship between the intensity of fear appeals and their ability to persuade. Strong fear appeals tend to be less effective than mild appeals. Strong fear appeals concerning a highly relevant topic cause the individual to experience cognitive dissonance, which will be resolved either by rejecting the practice, or rejecting the message. Therefore, marketers should use reasonable but not extreme fear appeals and also recognize that fear appeals are not always appropriate. Diff: 2 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals. AACSB: Application of knowledge

32 .

105) What guidelines should a marketer following when using fear appeals in advertising?

Answer: 1. Understand the target audience's reaction to a fear appeal, as well as its previous experiences.

2. The boomerang effect: When some persons are exposed to a fear appeal that encourages them to eliminate a strong habit, such as smoking, they may feel angry and resentful and immediately reach for a cigarette, in defiance.

3. Changing behavior is a long and complex process. Therefore, persons in different stages of this task react differently to fear appeals.

4. Study the extent to which the fear appeal encourages people to take action but without arousing too much anxiety, because high levels of anxiety may cause people to reject the message or avoid it altogether.

5. Determine whether to use a rational or emotional fear appeal.

6. Over the long term, advertising using fear appeals must be repeated. On the other hand, repeating these messages too often may reduce their credibility.

7. Some addicts may not respond to fear appeals.

8. Consider alternatives to fear appeals.

9. Consider the ethics of using fear in advertising.

Diff: 3 Skill: Application LO: 7.4: To understand the effectiveness and limitations of prominent advertising appeals.

AACSB: Application of knowledge 106) How do mass media senders infer feedback from their messages?

Answer: Mass communications feedback is inferred from the resulting action (or inaction) of the targeted audience. Receivers buy (or do not buy) the advertised product; they renew (or do not renew) their magazine subscriptions; they vote (or do not vote) for the political candidate.

Marketers may also measure customer satisfaction or dissatisfaction with a product purchase.

Diff: 2 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge

33 .

107) How do marketers assess the effects of mass communications?

Answer: A widely used method of measuring the sales effects of food and other packaged goods advertising is based on the Universal Product Code (UPC), which is tied to computerized cash registers. Supermarket scanner data can be combined with data from other sources (e.g., media and promotional information) to measure the correlation between advertisements, special promotions, and sales.

Physiological measures (eye tracking, brain wave analysis, Facial EMG) track bodily responses to stimuli.

Attitudinal measures gauge consumers' cognitive responses to messages, including their levels of engagement and involvement with the messages tested.

Recall and recognition measures, including day-after recall tests, are used to capture whether the audience remembered seeing the ad and what they remember.

Diff: 2 Skill: Application LO: 7.5: To understand how to measure the effectiveness of advertising messages.

AACSB: Application of knowledge

34 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 8 From Print and Broadcast to Social Media and Mobile Advertising 1) Which of the following is NOT one of the elements of social media? A) Profiles let consumers tell others about themselves. B) Friends are trusted members of the social network. C) Groups within social networks help users find people with similar interests. D) Social networks create interactions among group members via discussion boards and content sharing. E) All of the above are elements of social media. Answer: E Diff: 2 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Information technology 2) ________ are chunks of software – installed on one's computer, tablet, or smartphone – that are gateways to games, online resources, and social networking. A) Cookies B) UPC codes C) Apps D) Viruses E) Blogs Answer: C Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Information technology 3) Which of the following is NOT one of the four kinds of information that is typically requested from social media users?

A) basic permissions B) users permissions C) friends permissions D) sensitive information requests E) prominent permissions Answer: E Diff: 2 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Analytical thinking

1 .

4) Which company used to allow agents to run their own Facebook pages freely, but now employs a mechanism that monitors what agents say on their Facebook pages for compliance? A) Farmers B) Dr. Pepper C) State Farm D) Dell E) McDonald's Answer: A Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Reflective thinking 5) Which of the following is a characteristic of effective social media campaigns? A) Social media campaigns should be completely independent of advertising in social media. B) Social media campaigns should be handled as if they only reach one audience. C) Data mining in social media does not have any benefits.

D) Bosses who tweet personally strengthen the connections between their brands and customers. E) Employees should be allowed to Tweet freely, without any guidelines, on behalf of the company. Answer: D Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Analytical thinking 6) ________ consist of messages sent by marketers and delivered to consumers via channels that the marketers control. A) Paid social media B) Owned social media C) Earned social media D) Covert social media E) Exclusive social media Answer: B Diff: 1 Skill: Concept LO: 8.2: To understand advertising channels and promotional strategies on social media. AACSB: Information technology

2 .

7) ________ consist of channels where consumers pass along messages about brand to one another.

A) Paid social media B) Owned social media C) Earned social media D) Covert social media E) Exclusive social media Answer: C Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 8) ________ consist of messages sent via channels that are not owned by the marketers, who pay for using the channels.

A) Paid social media B) Owned social media C) Earned social media D) Covert social media E) Exclusive social media Answer: A Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 9) If Walmart pays Facebook when a Facebook user clicks on Walmart's ad, Walmart is utilizing ________.

A) paid social media B) owned social media C) earned social media D) covert social media E) exclusive social media Answer: A Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology

3 .

10) Which of the following is NOT one of the most widely used platforms to transmit social messages?

A) intranet wikis B) branded blogs and micro-blogs C) social networks D) widgets, games, and apps E) mobile phones Answer: A Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 11) What company is the largest provider of data and targeting tools that advertisers need for impression-based targeting, as well as the major supplier of real-time bidding to advertisers seeking impressions among consumers who fit certain criteria?

A) Akamai B) Yahoo C) Acxiom D) ChoicePoint E) Google Answer: E Diff: 2 Skill: Application LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology 12) Google's most prominent use is ________.

A) its search engine B) its web-search ads C) its online display ads D) its mobile ads E) its video ads Answer: A Diff: 1 Skill: Concept LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology

4 .

13) Results to a consumer's search query that appear even though an advertiser is not paying Google for them are called ________ search results.

A) sponsored B) nuclear C) fundamental D) organic E) subsidized Answer: D Diff: 2 Skill: Concept LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology 14) ________ includes means of interactions among people in which they create, share, and exchange information and ideas in virtual communities and networks.

A) Social media B) Traditional media C) Retargeting D) Mass media E) Application media Answer: A Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 15) ________ is sending promotional messages to consumers' cell phones, iPads, electronic readers, and other devices that people carry while on the go.

A) Social media advertising B) Word-of-mouth advertising C) Outdoor advertising D) Mobile advertising E) Guerrilla advertising Answer: D Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology

5 .

16) Before the report that indicates U.S. companies have spent more on mobile advertising than any other country, which country was the leader in mobile advertising? A) Germany B) Switzerland C) India D) Japan E) China Answer: D Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising. AACSB: Reflective thinking 17) How much did the United States spend on mobile advertising on global media?

A) $1.3 billion B) $1.7 billion C) $2.3 billion D) $4.3 billion E) $6.43 billion Answer: C Diff: 3 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Reflective thinking 18) Mobile advertising accounts for ________ percent of the total advertising spending in the United States and worldwide.

A) one B) two C) three D) four E) five Answer: A Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Reflective thinking

6 .

19) What is the primary reason for growth of mobile advertising?

A) It is novel so marketers are testing it.

B) More and more people are using smartphones and other mobile Internet devices.

C) Marketers cannot differentiate between mobile advertising and advertising on social media networks.

D) Marketing budgets have dramatically increased, so there is extra money to experiment in mobile outlets.

E) Consumers think all mobile advertising is credible, regardless of its source.

Answer: B Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Analytical thinking 20) Mobile devices provide four types of value to users. ________ value describes the characteristic that the value consumers receive for the money exceeds the value consumers receive from using non-mobile devices.

A) Monetary B) Hedonic C) Convenience D) Emotional E) Social Answer: A Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 21) Mobile devices provide four types of value to users. ________ value describes the characteristic that mobile devices save time and money and make life easier and more efficient.

A) Monetary B) Hedonic C) Convenience D) Emotional E) Social Answer: C Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology

7 .

22) Mobile devices provide four types of value to users. ________ value describes the characteristic that mobile devices make consumers feel good and relaxed when using the device.

A) Monetary B) Hedonic C) Convenience D) Emotional E) Social Answer: D Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 23) Mobile devices provide four types of value to users. ________ value describes the characteristic that mobile devices help consumers feel accepted by others and may impress others.

A) Monetary B) Hedonic C) Convenience D) Emotional E) Social Answer: E Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 24) Where are mobile advertisers spending most of their money?

A) banner ads B) pop-up ads C) search ads D) sponsorships E) games Answer: C Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Reflective thinking

8 .

25) Research indicates that companies with low credibility and poor reputations should create ________ mobile ads. A) humorous B) entertaining C) novel D) serious E) complex Answer: D Diff: 2 Skill: Application LO: 8.3: To understand the dynamics and potential of mobile advertising. AACSB: Application of knowledge 26) Which of the following is a limitation of mobile advertising for marketers? A) Consumers are reluctant to receive mobile ads. B) Mobile ads help consumers find useful information like referrals. C) Ads can take the entire mobile screen; mobile screens are getting larger. D) Mobile marketers are experimenting with inserting ads in places consumers do not expect to see any. E) Banner ads are inexpensive. Answer: A Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising. AACSB: Information technology 27) Which capability is identified as the outstanding capability of mobile advertising? A) screen size B) use of geographic locations to deliver contextually relevant offers C) improved use of referrals D) improved use of cookies E) ad creativity Answer: B Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising. AACSB: Information technology

9 .

28) A creative mobile promotion offered by a restaurant, which gives consumers a live video feed from its kitchen to their mobile phones, is called ________.

A) Instagram B) vine voyeurism C) culinary voyeurism D) GPS video E) foodie video Answer: C Diff: 2 Skill: Application LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Application of knowledge 29) The ability for smartphones to communicate with each other wirelessly without Wi-Fi is called ________.

A) narrowcasting B) near field communications C) zapping D) stationary communications E) Google Goggles Answer: B Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 30) Smobile stands for ________.

A) solar + mobile B) sustainable + mobile C) smooth + mobile D) social + mobile E) self + mobile Answer: D Diff: 1 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology

10 .

31) Effective social media advertising is the result of ________.

A) systematic planning B) total freedom C) defined character D) quirky novelty E) customer dogmatism Answer: A Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking 32) Which of the following is the correct order of the steps to design effective social media campaigns?

A) produce campaign content; define campaign objectives & strategic approaches; examine platforms and determine which ones to use; examine pricing models and set expenditures needed to achieve objectives; measure campaign effectiveness B) define campaign objectives and strategic approaches; examine platforms and determine which ones to use; produce campaign content; examine pricing models and set expenditures needed to achieve objectives; measure campaign effectiveness C) define campaign objectives & strategic approaches; examine platforms and determine which ones to use; examine pricing models and set expenditures needed to achieve objectives; produce campaign content; measure campaign effectiveness D) define campaign objectives & strategic approaches; examine pricing models and set expenditures needed to achieve objectives; produce campaign content; examine platforms and determine which ones to use; measure campaign effectiveness E) examine pricing models and set expenditures needed to achieve objectives; define campaign objectives & strategic approaches; produce campaign content; examine platforms and determine which ones to use; measure campaign effectiveness Answer: B Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking 33) Promotions placed on social media employ ________, which are digital tracking devices that enable senders to monitor the receivers' responses precisely and immediately.

A) electronic bread crumbs B) demographic tags C) electronic cookies D) QR codes E) UPC codes Answer: C Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 11 .

34) ________ is the measure of number of visitors to the website that have accessed the website's content. A) Unique visitors B) Cost per unique visitor C) Return visits D) Time spent E) Page views Answer: A Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach. AACSB: Information technology 35) ________ is the measure of the total cost of placing the application or ad divided by the number of unique visitors.

A) Unique visitors B) Cost per unique visitor C) Return visits D) Time spent E) Page views Answer: B Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 36) ________ is the measure of average number of times a user returns to the site in a specific period.

A) Unique visitors B) Cost per unique visitor C) Return visits D) Time spent E) Page views Answer: C Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology

12 .

37) ________ is the measure of the amount of time from the start of the visit until the end of the last activity on the page. A) Unique visitors B) Cost per unique visitor C) Return visits D) Time spent E) Page views Answer: D Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach. AACSB: Information technology 38) ________ is the measure of the number of pages that users have clicked through.

A) Unique visitors B) Cost per unique visitor C) Return visits D) Time spent E) Page views Answer: E Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 39) Lonnie is responsible for online customer acquisition at a direct marketing firm. His objective is to drive low-cost, high quality traffic to the company's website. Which metric would be the best indicator of how efficiently he spent his online advertising budget?

A) unique visitors B) cost per unique visitor C) return visits D) time spent E) page views Answer: B Diff: 2 Skill: Application LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology

13 .

40) ________ is the measure of the proportion of viewers who interact with an ad or application.

A) Unique visitors B) Interaction rate C) Actions taken D) Conversation-related measures E) Visitors' demographics Answer: B Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 41) ________ during a visit include entering contests, responding to polls' questions, redeeming coupons, playing games, posting comments, sending messages, inviting friends and downloading or uploading materials and applications.

A) Unique visitors B) Interaction rate C) Actions taken D) Conversation-related measures E) Visitors' demographics Answer: C Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 42) ________ include the number of unique visitors participating, the number of links related to the conversation that participants reach during the conversation, the duration between the first and last posts during the conversation, and the average time between posts.

A) Unique visitors B) Interaction rates C) Actions taken D) Conversation-related measures E) Visitors' demographics Answer: D Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology

14 .

43) When measuring the demographics of a site's visitors, marketers are likely to be concerned with ________.

A) examining how the target audience navigates around the site B) examining which demographic profiles have the most engagement C) evaluating whether content is a good match with users and whether it converts many into buyers D) determining how to improve the sell rate and reduce the cost per impression E) all of the above Answer: E Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 44) Which of the following is one of the measures of one's degree of influence on Twitter?

A) the Twitter's number of followers B) the number of people following the followers C) the frequency of updating tweets D) the extent to which one's tweets are reference or cited E) all of the above Answer: E Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 45) The type of Twitter user that has many followers but follows very few, if any, users, is known as a ________.

A) spammer B) conversationalist C) celebrity D) lurker E) squatter Answer: C Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology

15 .

46) The type of Twitter user that follows about the same number of users as follow them is known as a ________, A) spammer B) conversationalist C) celebrity D) lurker E) squatter Answer: B Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 47) Which of the following is NOT a type of data available on Google Analytics?

A) tracking which search engines and ads referred visitors to the site B) tracking what visitors do after they arrive at the site C) tracking whether visitors register on the site D) tracking whether visitors viewed a competitor's ad E) tracking visitors' geographic location Answer: D Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 48) The number of visitors to the website that have accessed its content is known as ________.

A) unique visitors B) return visits C) time spent D) interaction rate E) page views Answer: A Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking

16 .

49) ________ measure how many consumers were exposed to the message and its characteristics.

A) Message receipt measures B) Media exposure effects C) Customer profile measures D) Data aggregation measures E) Nielsen net effects Answer: B Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking 50) The largest syndicated research company that assesses how many consumers received a message and constructs a profile of those who received it is ________.

A) ComScore B) MRI C) Arbitron D) Nielsen E) Google Answer: D Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking 51) Which of the following is a perceived weakness of the audience measures used by Nielsen?

A) Advertisers believe minorities are not adequately represented in Nielsen's panel.

B) It is the largest syndicated company offering measures related to media exposure and consumption.

C) It does not provide any indication of how many consumers received the message.

D) It does not profile consumers.

E) It does not have panels consisting of groups of consumers who provide continuous data.

Answer: A Diff: 2 Skill: Application LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking

17 .

52) ________ is a service offered by Google that evaluates the effectiveness of websites and profiles their users. A) Spammers B) Google Analytics C) Bots D) Nielsen E) none of the above Answer: B Diff: 1 Skill: Concept LO: 8.4: To understand audience measurement and media reach. AACSB: Reflective thinking 53) ________ is/are a new means to transmit messages that have been fundamentally changing traditional promotional strategies A) Network advertising B) The print media C) Mass marketing D) Social media and mobile advertising E) Segmentation Answer: D Diff: 1 Skill: Concept LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Reflective thinking 54) Which media type provides access to large audiences, offers the ability to design and publish ads quickly, has considerable clutter, and offers messages with short lives? A) television B) magazines C) radio D) newspapers E) interactive television Answer: D Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge

18 .

55) Which media type reaches geographic, demographic, and interest-focused groups with relatively precise targeting and visually high-quality ads that have high credibility, long message life, and increased exposure due to pass-along readership?

A) television B) magazines C) radio D) newspapers E) interactive television (iTV) Answer: B Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 56) Which media type provides access to large, heterogeneous audiences, is expensive, and suffers from consumers' time shifting?

A) television B) magazines C) radio D) newspapers E) interactive television (iTV) Answer: A Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 57) Which media type provides high geographic and demographic audience selectivity, short lead-time for producing and placing ads, and online access to most broadcasts?

A) television B) magazines C) radio D) newspapers E) interactive television (iTV) Answer: C Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge

19 .

58) Which media type offers two-way communications between subscribers and providers of cable or satellite TV, enables marketers to send addressable ads and deploy interactivity between the sender and receiver, and enables marketers to measure the persuasive impact of their messages quickly and effectively?

A) network television B) magazines C) radio D) newspapers E) interactive television (iTV) Answer: E Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 59) A billboard with a built-in camera snapped pictures of passersby and posted them on the billboard with the notification of "Person of Interest Identified" to promote a new show on citizen-surveillance. The category of media the billboard falls into is ________.

A) interactive television (iTV) B) out of home media C) webisodes D) branded entertainment E) advergames Answer: B Diff: 2 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 60) ________ consist(s) of communications that target consumers in captive and less cluttered environments outside of their homes.

A) Interactive television (iTV) B) Out of home media C) Ambient advertising D) Branded entertainment E) Advergames Answer: B Diff: 2 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge

20 .

61) When Chandler, one of the characters on the television show Friends, drank YooHoo chocolate flavored beverage, it was an example of ________.

A) interactive television (iTV) B) out of home media C) webisodes D) product placement E) advergames Answer: D Diff: 2 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 62) Ford developed a series of ________, or short videos shown online featuring entertainment centered around its Focus brand, aimed at college students and the active lifestyle.

A) interactive television (iTV) B) out of home media C) webisodes D) branded entertainment E) advergames Answer: C Diff: 2 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 63) ________ feature(s) brands embedded in video games that are played at home, in arcades, or online.

A) Interactive television (iTV) B) Out of home media C) Webisodes D) Branded entertainment E) Advergames Answer: E Diff: 1 Skill: Concept LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Reflective thinking

21 .

64) Companies from which country are currently spending the most annually on mobile advertising? A) Great Britain B) United States C) Japan D) Korea E) Germany Answer: B Diff: 1 Skill: Concept LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Reflective thinking SOCIAL MEDIA MINI CASE:

In the summer of 2013, Kraft Foods' annual tour of the Oscar Mayer Wienermobiles became a cross-country road rally called the Wienermobile Run. Consumers were encouraged to follow the promotion on social media like Facebook, Instagram, and Twitter, and share messages about the Wienermobile Run with their friends. The men and women who drove the six Wienermobiles, also known as Hotdoggers, were divided into teams.

Each team's vehicle had its own name. Teams raced around the country to accumulate points.

Drivers performed tasks or challenges submitted by the public on a website, wienermobilerun.com. The goal was to get consumers to engage on a deeper level with the Wienermobiles by introducing games in order to take advantage of a trend toward gamification.

They also allowed consumers to use social media to request the Wienermobiles show up at their events to give consumers a more visceral experience with the vehicles.

65) In the SOCIAL MEDIA MINI CASE, when consumers shared the messages about the Wienermobile Run with their friends, it was an example of ________.

A) paid social media B) owned social media C) earned social media D) covert social media E) exclusive social media Answer: C Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology

22 .

66) In the SOCIAL MEDIA MINI CASE, the use of Twitter is an example of ________.

A) intranet wikis B) branded blogs and micro blogs C) social networks D) widgets, games, and apps E) mobile phones Answer: B Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 67) In the SOCIAL MEDIA MINI CASE, if the marketers from Kraft Foods wanted to determine which team had the most loyal, long-term followers during the summer-long road rally, they would track ________ to the team pages on the website.

A) unique visitors B) cost per unique visitor C) return visits D) time spent E) page views Answer: C Diff: 2 Skill: Application LO: 8.4: To understand audience measurement and media reach.

AACSB: Application of knowledge 68) In the SOCIAL MEDIA MINI CASE, how could Kraft Foods measure each team's degree of influence on Twitter?

A) the Twitter's number of followers B) the number of people following the followers C) the frequency of updating tweets D) the extent to which one's tweets are reference or cited E) all of the above Answer: E Diff: 1 Skill: Application LO: 8.4: To understand audience measurement and media reach.

AACSB: Application of knowledge

23 .

69) In the SOCIAL MEDIA MINI CASE, if Kraft Foods pays Facebook when a Facebook user clicks on the Wienermobile Run ad, Kraft Foods is utilizing ________.

A) paid social media B) owned social media C) earned social media D) covert social media E) exclusive social media Answer: A Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 70) Social media depend on mobile and web-based technologies to create highly interactive platforms via which individuals and communities share, co-create, discuss, and modify usergenerated content.

Answer: TRUE Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 71) A little over a quarter of people who use social media responded that they are more open to ads recommended by others.

Answer: TRUE Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Application of knowledge 72) Apps collect users' personal information and provide the information to the app developers.

Answer: TRUE Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 73) Users "pay" for the Facebook service by providing Facebook with data about their interests, hobbies, activities, opinions, shopping, friendships, and social contacts.

Answer: TRUE Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Application of knowledge

24 .

74) Friends permissions include requests to share users' highly personal aspects, such as political or religious affiliation and/or sexual orientation. Answer: FALSE Diff: 2 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Reflective thinking 75) Two of the down sides of Twitter are: (1) it has become a popular mechanism of consumer complaints, and (2) hacked Twitter accounts have embarrassed and damaged the reputations of numerous brands. Answer: TRUE Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Application of knowledge 76) Best Buy uses Twitter effectively by having qualified employees answer technological questions for about 40,000 followers. Answer: TRUE Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Application of knowledge 77) Social media is only used by large, well known brands. Answer: FALSE Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Application of knowledge 78) Social media only reaches young consumers. Answer: FALSE Diff: 1 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Reflective thinking 79) Employees should be encouraged to Tweet without guidelines or monitoring for compliance so they feel free to express themselves. Answer: FALSE Diff: 2 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media. AACSB: Application of knowledge

25 .

80) Marketers can track actions and optimize ads with apps on smartphones the same way they do on computers when consumers are surfing the Internet.

Answer: FALSE Diff: 3 Skill: Concept LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology 81) Google's online display ads vary according to users' profiles or search patterns.

Answer: FALSE Diff: 3 Skill: Concept LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology 82) Google identifies searchers' zip codes via their IP addresses.

Answer: TRUE Diff: 2 Skill: Application LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Information technology 83) AOL is the largest entity online.

Answer: FALSE Diff: 1 Skill: Application LO: 8.2: To understand advertising channels and promotional strategies on social media.

AACSB: Application of knowledge 84) iPhone or iPod users can use special software that enables them to browse through products offered by Amazon.com and other large retailers.

Answer: TRUE Diff: 1 Skill: Application LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Application of knowledge 85) Google Analytics measures how many consumers were exposed to messages in magazines and radio and the characteristics of those consumers.

Answer: FALSE Diff: 1 Skill: Application LO: 8.4: To understand audience measurement and media reach.

AACSB: Application of knowledge

26 .

86) Media exposure effects measure how many consumers were exposed to the message and their characteristics. Answer: TRUE Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach. AACSB: Information technology 87) Marketers should aim to develop a single message that would appeal simultaneously to its total audience.

Answer: FALSE Diff: 1 Skill: Application LO: 8.5: To understand technology's impact on traditional broadcast media AACSB: Application of knowledge 88) Describe the structure of social media.

Answer: (1) Profiles are the ways in which consumers tell others about themselves (their age, personality, and interests). (2) Friends are trusted members of the social network used. They are allowed allow to post comments that designated members of the network can read. The networks users to keep tabs on what their friends are doing online (posting pictures or updating profiles).

(3) Groups within social networks help users find people with similar interests. (4) Social networks create interactions among group members via discussion boards and by allowing members to post pictures, music, video clips, and other tidbits for the groups' members to view.

(5) Consumers must have opt-ins and opt-outs that allow them to control the information that they share with friends and the information they receive from others.

Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 89) A recent survey conducted by The Wall Street Journal identified the number and type of permissions sought by the most popular apps. Identify and briefly describe the four basic kinds of information asked of app users.

Answer: (1) Basic permissions include name, ID, gender, photo, personal demographics, and list of friends. (2) User permissions are requests to allow the installation of the applications on the users' users computers. (3) Friends permissions include requests about sharing information the have about friends using the same app. (4) Sensitive information requests include questions about users' highly personal aspects, like political or religious orientation and sexual orientation.

Diff: 2 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 27 .

90) Provide three examples of effective Tweeting from marketers.

Answer: Answers may vary. Examples from the text included: Company Sending Number of Consumers Tweets Written By Tweets to Customers Following and Content Sent Over two million consumers One writer from the company's receive recipes and answers to main account, as well as questions. A weekly Twitter chat individual accounts created among followers addresses such and handled by different Whole Foods issues as holiday menu planning. stores.

Supermarkets Over one million travelers receive promotional messages and stranded ones receive help.

Complaints are answered quickly. Tweets reflect the A team of about 10 people company's casual and humorous from the company's customer culture, but not always; a social relations department handles media crisis plan takes over the the account during the airlines' Southwest Airlines account during accidents. hours of operation.

Several thousand employees who have enrolled via a site that has verified their The account has about forty employment status and have thousand followers. Qualified studied specific guidelines employees answer technological respond to customers' Best Buy questions. questions.

Diff: 1 Skill: Application LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Application of knowledge 91) Identify the characteristics of effective social media campaigns.

Answer: (1) Social media campaigns must be planned together with advertising in traditional media. (2) Marketers must consider the fact that social media reaches, simultaneously, several audiences (i.e., consumers, retailers, and other parties with whom the company does business), which justifies larger advertising budgets. (3) Executives should closely examine consumers' clicks on the "like" buttons and "mine" data from their Facebook pages in order to develop new niches for their products (sometimes with partners in other product categories). (4) Bosses who Tweet personally strengthen the connections between their brands and customers. (5) Employees should be encouraged to Tweet, but guidelines for such communications must be set and monitored for compliance. However, research suggests than many CEOs resent (and even fear) using Twitter.

Diff: 2 Skill: Concept LO: 8.1: To understand consumer behavior and engagement with social media.

AACSB: Information technology 28 .

92) Identify and briefly describe the four types of value mobile devices provide to users.

Answer: Mobile devices provide four types of value to users: (1) Monetary value: the device provides good value for the money that also exceeds the value consumers receive from using non-mobile communication devices; (2) Convenience value: saving time and money, efficiency, and making life easier; (3) Emotional value: feeling good and relaxed when using the device; and (4) Social value: being accepted by others and impressing them. The results indicated that the higher the values that consumers receive from mobile devices, the more likely they are to use them to purchase products and engage in word-of-mouth about what they had bought.

Diff: 2 Skill: Concept LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 93) Identify the characteristics of mobile ads.

Answer: 1. Mobile marketers are spending most of their money on search ads. 2. Marketers have been creating mobile ads that are fun, pay rewards, and help customers find useful information (e.g., referrals). 3. As smartphone screens become larger, marketers began using mobile ads that take over the entire screen. 4. Some mobile marketers have been experimenting with inserting ads in places where consumers do not expect to see any in an effort to overcome consumers' tuning out promotional messages. For example, Facebook and Twitter have slipped ads into the flow of digital conversations. Some models of the Kindle e-reader display messages for local services whether users use the device or let it "go to sleep." 5. Many advertisers use banner ads on mobile device screens because such ads are cheap, although most recognize that consumers find banners annoying.

Diff: 2 Skill: Application LO: 8.3: To understand the dynamics and potential of mobile advertising.

AACSB: Information technology 94) What are the steps to design a social media campaign?

Answer: 1. Define the campaign's objectives and strategic approaches. 2. Examine the platforms available and determine which ones to use in order to achieve the objectives. 3. Produce the campaign's content using internal or external resources. 4. Examine the pricing models for securing access to social media, which, unlike buying advertising space on traditional print and broadcast communication channels, vary greatly. Then, set the expenditures needed to achieve the campaign's objectives. 5. Measure the campaign's effectiveness.

Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Reflective thinking

29 .

95) Identify and briefly describe four of the nine metrics used to analyze websites' visits.

Answer: Answers will vary. They should include four of the following: 1. Unique visitors: this measure consists of the number of visitors to the website that have accessed its content. User profiles (based on their web addresses) are also monitored.

2. Cost per unique visitor: the total cost of placing the application or ad divided by the number of unique visitors.

3. Return visits: this measure consists of the average number of times a user returns to the site within a specific period.

4. Time spent: the average amount of time from the start of the visit until the end of the last activity on the page.

5. Page views: the average number of pages that users have clicked through.

6. Interaction rate: the proportion of viewers who interact with an ad or application.

7. The actions taken during visits such as: entering contests, responding to polls' questions, redeeming coupons, playing games, posting comments, sending messages, inviting friends and downloading or uploading materials and applications.

8. Conversation-related measures include the number of unique visitors participating, the number of links related to the conversation that participants reach during the conversation, the duration between the first and last posts during the conversation, and the average number of time between posts.

9. Measuring the visitors' demographics: (1) Examining how the target audience navigates around the site and which demographic profiles have the most engagement; (2) Evaluating whether the content created is a good match with the users and whether it converts many into buyers; and (3) Determining how to improve the sell rate and reduce the cost per impression.

Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology 96) How is one's influence measured on Twitter?

Answer: The Twitter's number of followers, the number of people following the followers, the frequency of updating tweets, and the extent to which one's tweets are referenced or cited.

Diff: 2 Skill: Concept LO: 8.4: To understand audience measurement and media reach.

AACSB: Information technology

30 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 9 Reference Groups and Word-of-Mouth 1) ________ are groups that serve as sources of comparison, influence, and norms for people's opinions, values, and behaviors.

A) Age cohorts B) Reference groups C) Norming groups D) Norming cohorts E) Symbolic groups Answer: B Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 2) A communicator's expertise, objectivity, and trustworthiness refer to ________.

A) corporate social responsibility B) ethics C) source credibility D) expert power E) none of the above Answer: C Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 3) Chris tells his father about a great new restaurant. Chris is practicing ________.

A) word-of-mouth communication B) social advertising C) group advertising D) viral advertising E) celebrity endorsement Answer: A Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Analytical thinking

1 .

4) When Joe wanted to get a new outboard motor for his sailboat, he consulted a forum for British Seagull motors and connected with Jim. Jim gave him information about the outboard motor he was considering. Jim, the individual Joe met and respected online who gave him product information and advice, is an example of a(n) ________. A) symbolic source B) formal source C) informal source D) normative source E) comparative source Answer: C Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups. AACSB: Application of knowledge 5) The key factor underlying the persuasive impact of a personal or interpersonal message received from either a formal or informal source is ________. A) the number of times the message is sent B) the source's credibility C) the number of times the message is received D) the type of broadcast medium used E) the extent to which the receiver's peers understand the message Answer: B Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups. AACSB: Reflective thinking 6) ________, or the source's persuasive impact, stems from its perceived expertise, trustworthiness, and believability. A) Source recognition B) Source encoding C) Source decoding D) Source degradation E) Source credibility Answer: E Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups. AACSB: Reflective thinking

2 .

7) The consumer's earliest and often most influential reference group is ________.

A) the family B) their religious organization C) their classmates D) their friends E) their heroes Answer: A Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 8) A(n) ________ is an actual or imaginary individual or group conceived of having significant relevance upon an individual's evaluations, aspirations, or behavior.

A) opinion group B) demographic group C) reference group D) focus group E) formal group Answer: C Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 9) ________ reference groups influence broadly defined values or behavior.

A) Comparative B) Normative C) Membership D) Informal E) Symbolic Answer: B Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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10) John is a member of a small Harley-Davidson motorcycle club. Members meet once a week to ride and talk about their bikes. This club might exert a ________ influence on John as he decides which model of bike he buys for his girlfriend.

A) referent power B) normative C) coercive power D) legitimate power E) none of the above Answer: A Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 11) ________ reference groups serve as benchmarks for specific or narrowly defined attitudes or behavior.

A) Comparative B) Normative C) Membership D) Informal E) Symbolic Answer: A Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 12) Sheila admires her boss, Jerry, so she aspires to live her lifestyle and have similar possessions. Jerry exerts ________ influence on Sheila.

A) comparative B) normative C) membership D) informal E) symbolic Answer: A Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge

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13) A group to which a person either belongs or would qualify to belong to is called a(n) ________ group.

A) comparative B) normative C) membership D) informal E) symbolic Answer: C Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 14) Bill is an avid coin collector and belongs to a coin collectors' club, receiving a monthly magazine and invitations to exclusive events. This coin collectors' club is an example of a(n) ________ group.

A) comparative B) normative C) membership D) informal E) symbolic Answer: C Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 15) A(n) ________ group is one in which an individual is not likely to receive membership, despite acting like a member by adopting the group's values, attitudes, and behavior.

A) comparative B) normative C) membership D) informal E) symbolic Answer: E Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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16) Professional tennis players may constitute a(n) ________ group for an amateur tennis player who identifies with certain players by imitating their behavior whenever possible despite the fact that the amateur tennis player does not qualify for membership as a professional tennis player because he/she has neither the skills nor the opportunity to compete professionally.

A) comparative B) normative C) membership D) informal E) symbolic Answer: E Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 17) A(n) ________ provides companionship, security, and opportunities to discuss problems that an individual might be reluctant to discuss with family members.

A) friendship group B) shopping group C) virtual community D) advocacy group E) aspirational group Answer: A Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 18) A(n) ________ provides expertise regarding a particular product category, reduces uncertainty related to making an incorrect purchase, or increases consumer confidence because it provides a collective decision.

A) friendship group B) shopping group C) virtual community D) advocacy group E) aspirational group Answer: B Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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19) Referral programs, which offer rewards to current members who convince others to join, are an important element of ________.

A) friendship groups B) shopping groups C) virtual communities D) advocacy groups E) aspirational groups Answer: B Diff: 3 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 20) Standing in a crowd waiting for a retail shopping experience, shoppers see themselves as making the right buying decision — a concept known as ________.

A) diffusion of responsibility B) diffusion of innovation C) social queuing D) social loafing E) social proof Answer: E Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 21) A group of foodies that Kathleen has never met and only interacts with through online websites and a Facebook group, where group members share recipes and recommendations, is an example of a(n) ________.

A) friendship group B) shopping group C) virtual community D) advocacy group E) aspirational group Answer: C Diff: 1 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge

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22) A(n) ________ assists consumers in making consumption decisions and supports consumers' rights.

A) friendship group B) shopping group C) virtual community D) advocacy group E) aspirational group Answer: D Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 23) A group of irate parents who join together to protest the opening of an adult, X-rated bookstore across from the elementary school is an example of a(n) ________.

A) friendship group B) shopping group C) virtual community D) advocacy group E) aspirational group Answer: D Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 24) The degree of ________ that a reference group exerts on an individual's behavior depends on the individual, product, and social factors.

A) personality B) experience C) conspicuousness D) intensity E) influence Answer: E Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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25) Marketers of new brands or brands that are not market leaders may argue against ________, trying to convince consumers not to follow the crowd.

A) conformity B) group power C) individual experience D) individual personality E) conspicuousness Answer: A Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 26) Which of the following is NOT something a reference group must do to influence its members?

A) inform or make members aware that the brand or product exists B) provide the individual with the means or capital to purchase the product C) provide the individual with the opportunity to compare his or her own thinking with the attitudes and behavior of the group D) influence the individual to adopt attitudes and behavior that are consistent with the group's norms E) legitimize the member's decision to use the same products as other members Answer: B Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Analytical thinking 27) Which of the following is a characteristic of a conformist?

A) They always pay close attention to others' reactions to their behaviors.

B) They often pick up slang expressions from others and start using them.

C) They change their mannerisms and approaches if they feel someone they are interacting with disapproves of them.

D) They are guided by others' behavior if they feel unsure how to behave in a situation.

E) All of the above are characteristics of conformists.

Answer: E Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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28) Which of the following is a characteristic of a conformist?

A) They prefer wearing stylish clothing and pay attention to what others are wearing.

B) They are inner-directed when it comes to ascertaining the right way to behave.

C) They are not interested in fitting in during social gatherings.

D) They behave the way they feel is right, regardless of what others might think.

E) They are unlikely to change their mannerisms and approaches.

Answer: A Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Analytical thinking 29) Individuals may be influenced to conform to a group based on the group's ________, but they are unlikely to change their attitudes or internalize their choices if they conform for this reason.

A) attractiveness B) power C) experience D) personality E) conspicuousness Answer: B Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 30) Consumers with low ________ are more likely to seek the advice or example of others.

A) conformity B) group power C) individual experience D) individual personality E) conspicuousness Answer: C Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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31) The degree of reference group influence on purchase decisions varies according to product ________, or how much it stands out and is noticed by others.

A) conformity B) power C) experience D) personality E) conspicuousness Answer: E Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 32) Before e-readers, many women avoided reading printed erotica books in public because they felt the titles and covers of the books would reflect badly on them. The use of e-readers made the consumption of erotica books in public less ________.

A) stigmatized B) conformist C) conspicuous D) influential E) acceptable Answer: C Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 33) What is the group's power, the individual's level of expertise with the product, and the conspicuousness of the product called?

A) conformity B) group power C) individual experience D) individual personality E) conspicuousness Answer: A Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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34) ________ is the believability of the endorser, spokesperson, or individual in an advertisement.

A) Source degradation B) Source informality C) Source formality D) Source credibility E) Source attractiveness Answer: D Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 35) Which of the following is NOT one of the dimensions in measuring the credibility of a person or organization?

A) expertise B) perseverance C) trustworthiness D) attractiveness E) likability Answer: B Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Analytical thinking 36) John thought he had been cheated by a local Chevrolet car dealership. He was so upset that he created a website to share his story with the world. What is the most likely result of John's action?

A) Most readers will think that John is a little nutty and ignore his website.

B) John's website will decrease the credibility of the dealership's ad and will influence potential buyers to stay away from the dealership.

C) Even if it is read extensively, John's website will have little effect on how people see the dealership or John.

D) The website will actually increase sales at the dealership by giving them free advertisements.

E) none of the above Answer: B Diff: 3 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

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37) ________ consists of promoting a company's image without referring to any of its offerings.

A) Institutional advertising B) Family branding C) Umbrella positioning D) Formal advertising E) Informal advertising Answer: A Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 38) ________ sources generally have more credibility than ________ sources.

A) For-profit; not-for-profit B) Not-for-profit; for-profit C) Neutral; for-profit D) For-profit; neutral E) Neutral; negative Answer: B Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Analytical thinking 39) Which of the following is NOT one of the factors that affects the relationship between the effectiveness of messages and the spokespersons or endorsers they feature?

A) synergy between the endorser and the type of product/service advertised B) similarity between the endorser's demographic characteristics and those of the target audience C) the trust the consumer has in the marketer of the advertised product D) whether the spokesperson is a member of a symbolic reference group E) the congruency of the contents of the message with the spokespersons' qualifications Answer: D Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Analytical thinking

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40) Which of the following statements is true about spokespersons?

A) When message comprehension is low, the expertise of the spokesperson has little impact on the receiver's attitude.

B) A physically attractive model always enhances message credibility.

C) Consumers with strong ethnic identities are more likely to be persuaded by endorsers with similar ethnicity than individuals with weaker ethnic identities.

D) The endorser's credibility substitutes for corporate credibility, therefore, companies are sure to hire highly credible spokespeople to overcome the lacking credibility of the company itself.

E) As long as a celebrity is giving the testimonial, it doesn't matter whether or not the specific wording of the endorsement lies within the recognized competence of the spokesperson.

Answer: C Diff: 3 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Analytical thinking 41) Celebrity credibility includes the audience's perceptions of the celebrity's ________ and ________.

A) fame; talent B) charisma; talent C) expertise; charisma D) fame; trustworthiness E) expertise; trustworthiness Answer: E Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 42) A celebrity's credibility is reduced when he or she endorses a variety of products because ________.

A) the economic motivation underlying the celebrity's endorsements becomes too pronounced B) the celebrity becomes less famous C) teens find celebrities more authentic than other customers D) the celebrity has positive associations with the products E) almost a quarter of advertisements use a celebrity spokesperson Answer: A Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

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43) A ________ involves a celebrity who attests to the product's quality based on his/her own personal usage of the product.

A) celebrity testimonial B) celebrity endorsement C) celebrity actor D) celebrity spokesperson E) celebrity official Answer: A Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 44) When celebrity/pro golfer Phil Mickelson appears in a commercial to talk about his experience with a prescription medication for arthritis, he is serving as a ________.

A) celebrity testimonial B) celebrity endorsement C) celebrity actor D) celebrity spokesperson E) celebrity official Answer: A Diff: 2 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge 45) A ________ is when celebrities appear on behalf of products with which they may or may not have any direct experience or familiarity, for extended periods of time.

A) celebrity testimonial B) celebrity endorsement C) celebrity actor D) celebrity spokescharacter E) celebrity official Answer: B Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

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46) Chuck Norris appears in social media for Era detergent, because he is tough on bad guys and the detergent is tough on stains. If he does not mention his own personal experience with the product, it is an example of a ________.

A) celebrity testimonial B) celebrity endorsement C) celebrity actor D) celebrity spokesperson E) celebrity official Answer: B Diff: 2 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge 47) Which of the following does NOT enhance the credibility of a salesperson?

A) looking the customer/prospect in the eye B) outward signs of success C) driving an expensive, late-model car D) dressing the part of an expert E) All of the above enhance the credibility of a salesperson.

Answer: E Diff: 1 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge 48) ________, or the reputation of the retailer who sells the product, has a major influence on message credibility.

A) Vendor aura B) Vendor credibility C) Retail aura D) Advertiser credibility E) Advertiser aura Answer: B Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

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49) The key basis for message credibility is ________. A) the ability of the product, service, or brand, to deliver consistent quality, value, and satisfaction to consumers B) the medium in which the message is delivered C) the time of day at which the message is delivered D) the synergies between the brand spokesperson and the product itself E) the rate of repetition of the advertisement Answer: A Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media. AACSB: Reflective thinking 50) The image of Vogue magazine adds status to the products advertised within the magazine.

This is an example of ________.

A) message credibility B) celebrity credibility C) medium credibility D) general credibility E) time credibility Answer: C Diff: 2 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge 51) A salesperson who "looks you in the eye" often is perceived as more honest than one who evades direct eye contact. This is referred to as ________.

A) celebrity endorsement credibility B) medium credibility C) vendor credibility D) salesperson credibility E) none of the above Answer: D Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

17 .

52) Products sold by well-known, quality stores that carry the added endorsement (and implicit guarantee) of the store itself (e.g., "If Amazon.com recommends it, it must be a good book") is referred to as ________.

A) medium credibility B) salesperson credibility C) celebrity endorsement credibility D) vendor credibility E) none of the above Answer: D Diff: 3 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 53) The process by which one person informally influences the actions or attitudes of others is known as ________.

A) targeting B) positioning C) opinion leadership D) referencing E) blogging Answer: C Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 54) The key characteristic of the influence associated with opinion leadership is that ________.

A) it is interpersonal and formal and takes place between two or more people, none of whom represents a commercial selling source that would gain directly from the sale of something B) it is impersonal and informal and takes place between two or more people, none of whom represents a commercial selling source that would gain directly from the sale of something C) it is interpersonal and informal and takes place between two or more people, none of whom represents a commercial selling source that would gain directly from the sale of something D) it is impersonal and formal and takes place between two or more people, none of whom represents a commercial selling source that would gain directly from the sale of something E) it is interpersonal and informal and takes place between two or more people, one of whom represents a commercial selling source that would gain directly from the sale of something Answer: C Diff: 3 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking

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55) Opinion leadership tends to be ________. A) brand specific B) price-point specific C) universal D) category specific E) culturally specific Answer: D Diff: 3 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth. AACSB: Reflective thinking 56) In which product category would the role of the opinion leader during the decisionmaking process likely be most important to the marketer?

A) laundry detergent B) television sets C) automobiles D) doctors E) computers Answer: D Diff: 3 Skill: Application LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Application of knowledge 57) Which of the following is NOT one of the motivations of opinion leaders?

A) reduce post-purchase dissonance B) reduce search and shopping time C) gain attention from others D) show off expertise E) gain experience converting others Answer: B Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Analytical thinking

19 .

58) Which of the following is a characteristic of an opinion leader?

A) They lack self-confidence.

B) They are withdrawn in social situations.

C) They belong to different socioeconomic groups than the opinion receivers.

D) They follow new products that come into the markets in the product category.

E) They are part of the early majority in their area of expertise.

Answer: D Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Analytical thinking 59) The ________ method of measuring opinion leadership employs a self-administered questionnaire that requires respondents to evaluate the extent to which they have provided others with information about a product category or brand.

A) heuristic B) key informant C) self-designating D) sociometric E) challenge Answer: C Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 60) When Damon filled out a survey for the sporting goods store he favors, it asked him to respond to items that asked for his agreement on items about his influence on his friends. These items were attempting to measure his opinion leadership using the ________ method.

A) heuristic B) key informant C) self-designated D) sociometric E) Klout Answer: C Diff: 2 Skill: Application LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Application of knowledge

20 .

61) The ________ method measures opinion leadership by tracking person-to-person communications about a product or brand among members of a community where most people know each other by name.

A) heuristic B) key informant C) self-designated D) sociometric E) Klout Answer: D Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 62) A ________, or a person who is knowledgeable about the nature of the social communications among members of a specific group, can identify individuals in the group who are opinion leaders.

A) heuristic B) key informant C) self-designated D) sociometric E) Klout Answer: B Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 63) A ________ score increases as the Twitter starts conversations and inspires social actions.

A) heuristic B) key informant C) self-designated D) sociometric E) Klout Answer: E Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking

21 .

64) ________ are considered expert informal sources of information.

A) Salespeople B) Consumer Reports C) Opinion leaders D) Spokespeople E) Buzz agents Answer: C Diff: 3 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 65) The three dimensions underlying consumers' engagement in ________ are tie strength, similarity among group members, and source credibility.

A) e-WOM B) impersonal communication C) brand credibility D) opinion leadership E) publicity Answer: A Diff: 1 Skill: Concept LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils.

AACSB: Reflective thinking 66) ________ are specialized, non-geographically bound communities formed on the basis of attachment to a product or brand.

A) Buzz marketers B) Brand communities C) Branded marketers D) Opinion leaders E) Publicity Answer: B Diff: 2 Skill: Concept LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils.

AACSB: Reflective thinking

22 .

67) The first people to purchase a new product are considered ________.

A) consumer innovators B) nonadopters C) laggards D) trial drivers E) test consumers Answer: A Diff: 2 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking 68) Innovators, early adopters, early majority, late majority, and laggards are all ________.

A) adopter categories B) diffusion stages C) communications theories D) marketing strategies E) innovation strategies Answer: A Diff: 1 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking 69) The ________ category tends to perceive little risk in adopting new products. These consumers are even willing to pay high prices for newly introduced products because they enjoy being the first to own them.

A) innovator B) early adopter C) early majority D) late majority E) laggard Answer: A Diff: 2 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking

23 .

70) The ________ constitutes the first half of the "mass market" of consumers who would purchase a somewhat-established product. A) innovator B) early adopter C) early majority D) late majority E) laggard Answer: C Diff: 1 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time. AACSB: Reflective thinking 71) Fred's faith in Asics, his favorite brand of running shoes, makes him consider other offerings introduced by Asics. Fred is not a risk-taker, and he tends to evaluate each new product carefully before adopting it. Fred is an opinion leader in his social networking community and best described as a(n) ________.

A) lagging adopter B) innovator C) early adopter D) early mainstream adopter E) late mainstream adopter Answer: C Diff: 2 Skill: Application LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Application of knowledge 72) The members of the ________ category of adopters take a relatively long time to evaluate whether risk in or not they would benefit from owning a product and, most likely, perceive more all consumption situations than members of the preceding adopter groups.

A) innovator B) early adopter C) early majority D) late majority E) laggard Answer: D Diff: 1 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking

24 .

73) The members of the ________ category of adopters are the very last consumers to purchase a new product. They are generally high risk-perceivers and the last ones to recognize the value of innovative products.

A) innovator B) early adopter C) early majority D) late majority E) laggard Answer: E Diff: 2 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking 74) Which of the following is true of the characteristics of risk-averse consumers?

A) They tend to be outer-directed.

B) They are not dogmatic.

C) They have a low need for conformity.

D) They are unlikely to be brand loyal.

E) When assembled or unassembled products are available, they buy assembled versions of products, even if they are a bit more expensive.

Answer: E Diff: 3 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Analytical thinking

25 .

STUMBLEUPON MINI CASE: StumbleUpon calls itself a "discovery engine" because, at one time, 50.27% of all traffic from a top 10 list of social sites came from StumbleUpon. Their relatively small group of users (15 million) often out-refers the larger user base from Facebook (over 1.15 billion). In fact, the influential users of StumbleUpon generate 1 billion page referrals per month. Their users, called "Stumblers," introduce other Stumblers and non-users to web content, providing a "map to an adventure you wouldn't otherwise have found out about." The influence of these Stumblers was deemed valuable by film marketers, who worked with StumbleUpon to promote films like Jurassic Park 3D and Evil Dead. Stumblers are young and highly engaged, so studios see the personalized search engine, which "learns" the preferences of its Stumblers, as a way to reach early influencers.

75) In the STUMBLEUPON MINI CASE, the influencers are expert informal sources of information, also known as ________.

A) salespeople B) Consumer Reports C) opinion leaders D) spokespeople E) buzz agents Answer: C Diff: 2 Skill: Application LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Application of knowledge 76) In the STUMBLEUPON MINI CASE, the Stumblers are engaged in ________ when they advocate on behalf of products, like films, in social networks, brand communities, and blogs.

A) e-WOM B) impersonal communication C) brand credibility D) opinion leadership E) publicity Answer: A Diff: 1 Skill: Application LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils.

AACSB: Application of knowledge

26 .

77) In the STUMBLEUPON MINI CASE, if the Stumblers are the first people to go see a new movie, they are considered ________.

A) consumer innovators B) nonadopters C) laggards D) trial drivers E) test consumers Answer: A Diff: 2 Skill: Application LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Application of knowledge BZZAGENT MINI CASE: BzzAgent is a word-of-mouth marketing agency that runs brand advocate programs for global brands. It recently partnered with a company to pair its social media and word-of-mouth insights with shopper loyalty data. The results indicated that consumers who were making repeat purchases were also more engaged and created a higher volume of advocacy. The information from this study is important to marketers, who are trying to find ways to engage advocates and influencers, especially via social media. Marketers are trying to figure out the characteristics of individuals who are most likely to influence others.

78) In the BZZAGENT MINI CASE, marketers are interested in finding individuals who influence others. The process by which one influential person informally influences the actions or attitudes of others is known as ________.

A) targeting B) positioning C) opinion leadership D) referencing E) blogging Answer: C Diff: 2 Skill: Application LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Application of knowledge 79) In the BZZAGENT MINI CASE, which of the following is a likely motivation for the individuals who influence others?

A) reduce post-purchase dissonance B) gain experience converting others C) gain attention from others D) show off expertise E) all of the above Answer: E Diff: 2 Skill: Application LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Application of knowledge

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80) In the BZZAGENT MINI CASE, the desirable brand advocates are engaged in ________ when they advocate on behalf of products in social networks, brand communities, and blogs. A) brand credibility B) impersonal communication C) e-WOM D) adoption E) publicity Answer: C Diff: 1 Skill: Application LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils. AACSB: Application of knowledge 81) Social norm messages are more persuasive when they are never credible and believable.

Answer: FALSE Diff: 1 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 82) Consumers view promotions initiated by marketers as more credible than feedback from reference groups.

Answer: FALSE Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 83) A symbolic group is a reference group to which an individual is unlikely to belong, but whose values and behaviors that person adopts.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 84) MADD (Mothers Against Drunk Drivers) is an example of a shopping group.

Answer: FALSE Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge

28 .

85) Conformists often pick up slang expressions from others and start using them.

Answer: TRUE Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 86) A lawyer wears conservative clothing at work but wears trendy clothing when she goes out with her friends, which illustrates different reference groups may influence the beliefs, attitudes, and behaviors of individuals under different circumstances.

Answer: TRUE Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 87) The degree of reference group influence on purchase decisions is higher for an expensive watch than it is for shaving cream.

Answer: TRUE Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 88) People who are compliant, have a tendency to conform, and have a high need for affiliation are other-directed and less likely to look for guidance from reference groups.

Answer: FALSE Diff: 2 Skill: Concept LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking 89) When the source is well respected and highly thought of by the intended audience, the message is less likely to be believed.

Answer: FALSE Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking

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90) For-profit sources generally have more credibility than not-for-profit sources.

Answer: FALSE Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 91) A clear perceived fit between a message's sponsor and the entity being sponsored can strongly enhance the sponsor's credibility.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 92) Endorsers whose demographic characteristics are similar to the target audiences' are viewed as more credible and persuasive than those who do not.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 93) A person's ethnic identification is the degree to which she identifies herself as a member of her ethnic group.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 94) Consumers perceive celebrities that appear in commercials often as more credible than celebrities with lesser commercial exposure.

Answer: FALSE Diff: 2 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge

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95) Celebrity credibility includes the audience's perception of both the celebrity's expertise and attractiveness.

Answer: FALSE Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 96) When Kaley Cuoco (the actress who plays Penny in the television show Big Bang Theory) plays the role of a genie who grants wishes in a Toyota commercial, or the role of "The Negotiator's" daughter in Priceline commercials, she is characterized as a celebrity actor.

Answer: TRUE Diff: 2 Skill: Application LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Application of knowledge 97) The reputation of the retailer who sells the product has a major influence on message credibility.

Answer: TRUE Diff: 1 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 98) Source credibility is the believability of the endorser, spokesperson, or individual in an advertisement.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 99) Opinion leaders are knowledgeable and can give advice about all product categories.

Answer: FALSE Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking

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100) Opinion leaders are never opinion receivers.

Answer: FALSE Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 101) The sociometric method of measuring opinion leadership captures person-to-person communications about a product or brand among members of a community where most people know each other by name.

Answer: TRUE Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking 102) Adopter categories is a classification depicting where consumers stand in relation to other consumers in terms of the first time they purchase an innovation (e.g., a new product or model).

Answer: TRUE Diff: 3 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking 103) Consumer innovators are not as interested as late adopters or nonadopters in the product categories that they are among the first to purchase.

Answer: FALSE Diff: 1 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking 104) Innovators seem to find new products threatening to the point where they prefer to delay purchase until the product's success has been clearly established.

Answer: FALSE Diff: 2 Skill: Application LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Application of knowledge

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105) Differentiate between normative influence and comparative influence. In your response, please select an example of each type of influence.

Answer: Normative influence consists of learning and adopting a group's norms, values, and behaviors. The most pertinent normative influence comes from groups to which people naturally belong, such as family, peers, and other members of one's community. Generally, normative influence occurs among members of the same socioeconomic group. For example, families have a large normative influence on children because they mold young children's initial consumptionrelated values (such as which foods to select for good nutrition, appropriate ways to dress for specific occasions, how and where to shop, or what constitutes "good value"). Comparative influence takes place when people compare themselves to others, whom they respect and admire, and then adopt some of their values or imitate their behaviors. For example, when a person who holds a "start of the ladder" position in a corporation admires his boss and aspires to live her lifestyle and have similar possessions, the boss exerts comparative influence on the lower-level employee.

Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Application of knowledge 106) What are four things a reference group must do to influence group members?

Answer: In order to influence its members, a reference group must: Inform or make members aware that the brand or product exists.

Provide the individual with the opportunity to compare his or her own thinking with the attitudes and behavior of the group.

Influence the individual to adopt attitudes and behavior that are consistent with the group's norms.

Legitimize the member's decision to use the same products as other members.

Diff: 2 Skill: Application LO: 9.1: To understand the credibility and influence of reference groups.

AACSB: Reflective thinking

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107) Identify three of the key findings in research investigating the relationship between the effectiveness of an advertising message and the spokesperson or endorser employed.

Answer: Students may identify any of the following findings: The effectiveness of the spokesperson is related to the message. When message comprehension is low, receivers rely on the spokesperson's credibility in forming attitudes toward the product.

The synergy between the endorser and the type of product or service advertised is directly related to the perceived credibility of the message.

Endorsers who have demographic characteristics that are similar to those of the target audience are viewed as more credible and persuasive than those that do not.

The endorser's credibility is not a substitute for corporate credibility.

Marketers who use celebrities to give testimonials or endorse products must be sure that the specific wording of the endorsement lies within the recognized competence of the spokesperson.

Diff: 2 Skill: Concept LO: 9.2: To understand the persuasive power and credibility of spokespersons, endorsers, celebrities, salespersons, vendors and media.

AACSB: Reflective thinking 108) What does a Klout score measure?

Answer: The Klout score measures people's influence online based on their abilities to generate engagement and feedback to what they post. Klout measures influence on a scale of 1-100 (the average Klout Score is 40), and the greater one's ability to drive conversations and inspire social actions such as likes, shares, and re-tweets, the higher her score will be. The Klout score focuses on the amount of conversation and interactions that people generate, rather than the volume of their posts; that is, the score is designed to determine one's degree of influence and not merely activity.

Diff: 2 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Information technology 109) Identify and discuss some of the defining characteristics of opinion leaders.

Answer: Opinion leaders reveal a keen sense of knowledge and interest in the particular product or service area, and they are likely to be consumer innovators. They also demonstrate a greater willingness to talk about the product, service, or topic; they are more self-confident; and they are more outgoing and gregarious than nonleaders. Within the context of a specific subject area, opinion leaders receive more information via nonpersonal sources than nonleaders and are considered to have expertise in their area of influence. They also usually belong to the same socioeconomic and age groups as their opinion receivers.

Diff: 3 Skill: Concept LO: 9.3: To understand the dynamics of opinion leadership and word-of-mouth.

AACSB: Reflective thinking

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110) Identify the three dimensions underlying consumers' engagement in e-WOM. Answer: (1) tie strength – the degree of intimacy and frequency of contacts between the information seeker and the source; (2) similarity among the group's members in terms of demographics and lifestyles; and (3) source credibility – the information seeker's perceptions of the source's expertise. Diff: 2 Skill: Concept LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils. AACSB: Reflective thinking 111) Explain what viral marketing is and provide an example of how it is used. Answer: Viral marketing includes marketing techniques that utilize pre-existing social networks and other technologies to produce increases in brand awareness or to achieve other marketing objectives by encouraging individuals to pass along email messages or other messages. Examples may vary.

One example from the text noted a hair gel company that posted humorous a/v clips on the web and encouraged viewers to pass along the clips' location to others. Diff: 2 Skill: Application LO: 9.4: To understand word-of-mouth's online prevalence, strategic applications, and perils. AACSB: Application of knowledge 112) Identify and describe each of the five adopter categories. Answer: Innovators (2.5%): very eager to try new ideas; acceptable if risk is daring; more cosmopolite social relationships; communicate with other innovators Early Adopters (13.5%): more integrated into the local social system; the persons to check with before adopting a new idea; category contains greatest number of opinion leaders; are role models Early Majority (34%): adopt new ideas just prior to the average time; seldom hold leadership positions; deliberate for some time before adopting Late Majority (34%): adopt new ideas just after the average time; adopting may be both an economic necessity and a reaction to peer pressures; innovations approached cautiously Laggards (16%): the last people to adopt an innovation; most "localite" in outlook; oriented to the past; suspicious of the new Diff: 2 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time. AACSB: Reflective thinking

35 .

113) What are the activities which characterize fashion innovators?

Answer: They are the first in their circles of friends to know who the latest "hot" designers are and the emerging fashion trends They shop much more for new fashions than their friends They are among the first in their circles to buy new outfits and fashions The know about fashions more than most people If they find out that new clothing is available in department or local stores, they go and check them out They like to touch clothing and even other products in stores and think it is fun, but also touch clothing even if they do not intend to buy it They are reluctant to buy clothes that they cannot touch They feel more confident about buying clothing and other products after touching them and examining them physically Diff: 2 Skill: Concept LO: 9.5: To understand how consumers adopt innovations over time.

AACSB: Reflective thinking

36 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 10 The Family and Its Social Class Standing 1) Traditionally, ________ is defined as two or more people related by blood, marriage, or adoption who reside together.

A) friendship B) celebrity C) household D) a work group E) family Answer: E Diff: 1 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 2) A ________ is a ranking reflecting one's relative prestige within a social system and reflects the three components of social status – income, education, and occupation – as well as related facets such as home value and area of residence, possessions, interests, and recreation.

A) friendship group B) celebrity status C) household D) work group E) social class Answer: E Diff: 1 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 3) ________ responsibilities have been expanding because attaining good jobs as adults has become harder and parents feel that children must be ahead of other children from a young age.

A) Intergenerational brand transfer B) Peer socialization C) Consumer socialization D) Shared shopping experience E) Parental socialization Answer: E Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

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4) In the context of marketing, the most important role of the family is ________. A) intergenerational brand transfer B) peer socialization C) socialization of family members D) shared shopping experience E) parental socialization Answer: C Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization. AACSB: Reflective thinking 5) ________ is defined as the process by which children acquire the skills, knowledge, attitudes, and experiences necessary to function as consumers.

A) Intergenerational brand transfer B) Peer socialization C) Consumer socialization D) Shared shopping experience E) Parental socialization Answer: C Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 6) Children perceive ________ to be a close and reliable source of information, whereas adolescents consumptionand teenagers are likely to look to ________ for models of acceptable behavior.

A) their families; their friends B) their friends; media C) media; their friends D) media; their families E) their friends; their families Answer: A Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

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7) A ________ is a person or organization involved in the socialization process because of frequency of contact with the individual and control over the rewards and punishments given to the individual. A) socialization agent B) status agent C) consumption agent D) decision agent E) composite agent Answer: A Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization. AACSB: Reflective thinking 8) Mothers are stronger consumer socialization agents than their husbands because ________.

A) mothers are more involved with their children B) the mothers often control their children's exposure to commercial messages C) the mothers provide instruction in the skills needed to become consumers D) the mothers regulate the amount of money children can spend and how they spend it E) all of the above Answer: E Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 9) Deborah is married and has a career. She multitasks and teaches her children how to become good consumers. She lets them learn from experience and make buying mistakes. When characterizing mothers' socialization-related attitudes, Deborah would be categorized as a ________.

A) Struggler B) Nurturer C) Protector D) Balancer E) Stoic Answer: D Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge

3 .

10) Chris does not have the money to indulge her children's requests. She is very price and value conscious. She views her life negatively. When characterizing mothers' socializationrelated attitudes, Chris would be categorized as a ________. A) Struggler B) Nurturer C) Protector D) Balancer E) Stoic Answer: A Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization. AACSB: Application of knowledge 11) Sarah is focused on her family, and often sacrifices her own desires to meet the wants of her children. She trusts well-known companies and brands. When characterizing mothers' socialization-related attitudes, Sarah would be categorized as a ________.

A) Struggler B) Nurturer C) Protector D) Balancer E) Stoic Answer: B Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 12) Josie is culturally and socially isolated. She views herself as a caretaker and homemaker.

She loves her children, but feels emotionally distanced from them. She deliberates regarding purchases. When characterizing mothers' socialization-related attitudes, Josie would be categorized as a ________.

A) Struggler B) Nurturer C) Protector D) Balancer E) Stoic Answer: E Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge

4 .

13) Hillary has a high income and a Master's degree. She is rational and teaches her children to shop and spend responsibly. She resents the influence of the media on her children. When characterizing mothers' socialization-related attitudes, Hillary would be categorized as a ________. A) Struggler B) Nurturer C) Protector D) Balancer E) Stoic Answer: C Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization. AACSB: Application of knowledge 14) Kristen is self-focused and seeks acceptance and attention from others. She is a conspicuous consumer. She views her children as part of her image, and often gives in to her children's requests to make her life easier. When characterizing mothers' socialization-related attitudes, Kristen would be categorized as a ________.

A) Struggler B) Nurturer C) Protector D) Diva E) Stoic Answer: D Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 15) ________ parents are very nurturing and highly permissive in respect to consumer socialization.

A) Rigid B) Indulgent C) Neglecting D) Authoritative E) Authoritarian Answer: B Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

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16) ________ parents are very permissive, but provide their children with little or no nurturing during consumer socialization. A) Rigid B) Indulgent C) Neglecting D) Authoritative E) Authoritarian Answer: C Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization. AACSB: Reflective thinking 17) ________ parents are very nurturing but very restrictive in respect to consumer socialization.

A) Rigid B) Indulgent C) Neglecting D) Authoritative E) Authoritarian Answer: D Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 18) ________ parents are very restrictive and not nurturing in respect to consumer socialization.

A) Rigid B) Indulgent C) Neglecting D) Authoritative E) Authoritarian Answer: E Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

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19) ________ involves the transfer of values, product loyalties, or brand preferences from one generation to another. A) Intergenerational transfer B) Peer socialization C) Consumer socialization D) Shared shopping experience E) Family member socialization Answer: A Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization. AACSB: Reflective thinking 20) Gloria buys Crest toothpaste because her mother always bought Crest for her family when she was growing up. This is an example of ________. A) intergenerational transfer B) peer socialization C) consumer socialization D) shared shopping experience E) family member socialization Answer: A Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization. AACSB: Application of knowledge 21) Socialization is described as ________. A) a one-way process whereby adults socialize children B) a one-way process whereby children socialize adults C) a one-way process that occurs only during adolescence D) a one-way process that occurs only during adulthood E) a two-way process in which the young person is both socialized and influences those who are doing the socializing Answer: E Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization. AACSB: Reflective thinking

7 .

22) The family function related to setting priorities regarding learning and education, recreational activities, hobbies, setting career goals, media exposure, and shopping habits is ________.

A) economic well being B) emotional support C) communication support D) suitable family lifestyles E) shopping support Answer: D Diff: 1 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 23) When Joan got transferred to a new city, she went there ahead of the rest of her family and independently shopped for and purchased a home for them to move into upon their arrival. Joan's role as the only decision maker in the house purchase makes it an example of a(n) ________.

A) husband-dominated decision B) wife-dominated decision C) joint decision D) autonomic decision E) heuristic decision Answer: D Diff: 3 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 24) Derek was the primary decision maker when it came to automotive purchases in his household, but asked for and considered feedback from his wife and children when they went to purchase a new car. Derek's approach makes the car purchase an example of a(n) ________.

A) husband-dominated decision B) wife-dominated decision C) joint decision D) autonomic decision E) heuristic decision Answer: A Diff: 2 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge

8 .

25) Kim wants a candy bar and tries to convince her father to purchase one for her by threatening to throw a fit in the crowded grocery store if he does not. This is an example of which of the following tactics used by children to influence their parents?

A) pressure tactic B) ingratiating tactic C) exchange tactic D) coalition tactic E) consultation tactic Answer: A Diff: 3 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 26) Billy tries to convince his mother to buy him a new set of markers by suggesting that he will be good and clean his room if she purchases the markers for him. This is an example of which of the following tactics used by children to influence their parents?

A) inspirational appeal B) coalition tactic C) consultation tactic D) exchange tactic E) rational persuasion Answer: D Diff: 3 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 27) Frank tries to get buy-in from his father on the purchase of a new tablet by asking his father to help him research the different types of tablets and getting him involved in the shopping process. This is an example of which of the following tactics used by children to influence their parents?

A) inspirational appeal B) coalition tactic C) consultation tactic D) exchange tactic E) rational persuasion Answer: C Diff: 3 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge

9 .

28) Vacuum cleaner manufacturers should conduct research on children who perform housekeeping chores by themselves in their roles as ________.

A) buyers B) maintainers C) deciders D) preparers E) gatekeepers Answer: B Diff: 3 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 29) Which of the following is NOT one of the variables that is combined to make the family life cycle composite variable?

A) marital status B) size of family C) age of family members D) family income E) employment status of the head of household Answer: D Diff: 2 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Analytical thinking 30) In the ________ stage of the traditional family life cycle, single young individuals have established households apart from their parents.

A) bachelorhood B) honeymooner C) parenthood D) postparenthood E) dissolution Answer: A Diff: 1 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Reflective thinking

10 .

31) Marriage marks the transition from the ________ stage to the ________ stage of the traditional family life cycle. A) bachelorhood; honeymooner B) honeymooner; parenthood C) parenthood; postparenthood D) postparenthood; dissolution E) dissolution; bachelorhood Answer: A Diff: 1 Skill: Concept LO: 10.3: To understand the family life cycle. AACSB: Reflective thinking 32) Ken and Kira recently married and do not currently have any children. They both work and are and conscientiously saving their money so that they can go on a cruise next summer. Ken Kira are best described as being at the ________ stage of the traditional family life cycle.

A) bachelorhood B) honeymooner C) parenthood D) postparenthood E) dissolution Answer: B Diff: 1 Skill: Application LO: 10.3: To understand the family life cycle.

AACSB: Application of knowledge 33) The birth of the first child marks the transition from the ________ stage to the ________ stage of the traditional family life cycle.

A) bachelorhood; honeymooner B) honeymooner; parenthood C) parenthood; postparenthood D) postparenthood; dissolution E) dissolution; bachelorhood Answer: B Diff: 1 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Reflective thinking

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34) During the ________ stage of the traditional family life cycle, married couples tend to be most comfortable financially. A) bachelorhood B) honeymooner C) parenthood D) postparenthood E) dissolution Answer: D Diff: 3 Skill: Concept LO: 10.3: To understand the family life cycle. AACSB: Reflective thinking 35) The ________ stage of the basic family unit occurs with the death of one spouse.

A) bachelorhood B) honeymooner C) parenthood D) postparenthood E) dissolution Answer: E Diff: 3 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Reflective thinking 36) Families that do not readily fit into the family life cycle are called ________.

A) atypical families B) extended families C) non-family households D) nuclear families E) nontraditional families Answer: E Diff: 2 Skill: Concept LO: 10.4: To understand the consumer behavior of nontraditional families and households.

AACSB: Reflective thinking

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37) Which group is most likely to consume healthy food items and avoid convenience foods?

A) dual low occupation career couples, white-collar husband B) nonworking wives C) low husband occupation households D) dual low occupation career couples, blue-collar husband E) very high occupation career couples Answer: E Diff: 3 Skill: Application LO: 10.4: To understand the consumer behavior of nontraditional families and households.

AACSB: Application of knowledge 38) Social class stems from ________, which is the degree of prestige the members of one social class have in comparison with members of the other social classes.

A) religion B) power C) social status D) upward mobility E) education Answer: C Diff: 1 Skill: Concept LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Reflective thinking 39) Social comparison theory suggests that ________.

A) power is related to the amount of economic assets an individual has B) wealth is related to the degree of influence over others an individual has C) social stratification is only present in materialistic societies, as has been the case throughout the history of human existence D) individuals compare their own material possessions with those owned by others in order to determine relative social standing E) belonging to a given social class is no longer reflected in differences in values, attitudes, and behaviors Answer: D Diff: 2 Skill: Concept LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Reflective thinking

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40) ________ is a measure of the amount of economic assets an individual possesses. A) Wealth B) Affluence C) Social status D) Power E) Prestige Answer: A Diff: 3 Skill: Concept LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Reflective thinking 41) Paul is an analyst at an investment bank. He notices that many of the senior executives at his office wear Rolex watches, so he decides to save up and buy a Rolex so that he will appear to be more like those executives. Paul's comparison of his own material possessions with those owned by others to determine his relative social standing is an example of ________. A) Social Comparison Theory B) affluent consumption C) downward comparison D) social stratification E) antisocial comparison Answer: A Diff: 2 Skill: Application LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Application of knowledge 42) According to the ________ measure of social class, the phenomenon of social class is one that reflects an individual's sense of belonging or identification with others. A) subjective B) consumption C) reputational D) status E) objective Answer: A Diff: 3 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes. AACSB: Reflective thinking

14 .

43) The feeling of social-group membership is referred to as ________.

A) reputational measures B) class identification C) social class involvement D) class consciousness E) reputational class Answer: D Diff: 3 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking 44) In the subjective measurement approach to social classification, most respondents have a tendency to classify themselves in the ________ class.

A) upper B) middle C) lower D) working E) highest Answer: B Diff: 2 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking 45) Occupation, amount of income, and education are typical variables used as ________ measures of social class.

A) subjective B) consumption C) reputational D) status E) objective Answer: E Diff: 1 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking

15 .

46) Streamline Luggage Company markets its roll-aboard suitcases to international executives and businesspeople that travel regularly. This is an example of segmentation based on ________.

A) education B) occupation C) conspicuous consumption D) income E) prestige Answer: B Diff: 2 Skill: Application LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Application of knowledge 47) The ________ consists of giving respondents index cards with about 100 or so jobs listed on them and asking them to arrange the cards from the most to the least prestigious.

A) ladder of conspicuous consumption B) ladder of social ranking C) occupational prestige scale D) collective will scale E) social-class consciousness scale Answer: B Diff: 3 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking 48) A(n) ________ is a weighted measure of the following socioeconomic variables: occupation, source of income (not amount of income), house type, and dwelling area (quality of neighborhood).

A) subjective measure B) ladder of social ranking C) Socioeconomic Status Score (SES) D) Index of Status Characteristics (Warner's ISC) E) socioeconomic potpourri index Answer: D Diff: 2 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking

16 .

49) ________ is a weighted measure of occupation, source of income, house type, and quality of neighborhood to assess social class. A) Social Stratification Theory B) Chapin's Social Status Scale C) Social Comparison Theory D) The Index of Status Characteristics E) The Socioeconomic Status Score Answer: D Diff: 3 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes. AACSB: Reflective thinking 50) Which of the following social class strata are typically conspicuous users of new wealth? A) upper-upper class B) lower-upper class C) lower-middle class D) upper-lower class E) low-lower class Answer: B Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets. AACSB: Application of knowledge 51) Which of the following class strata view work as means to "buy" enjoyment? A) lower-upper class B) upper-middle class C) lower-middle class D) upper-lower class E) lower-lower class Answer: D Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets. AACSB: Application of knowledge

17 .

52) Which of the following class strata constitute a major market for do-it-yourself products?

A) lower-upper class B) upper-middle class C) lower-middle class D) upper-lower class E) lower-lower class Answer: C Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 53) The classic Horatio Alger tale of a penniless young orphan who managed to achieve great success in business and in life is an example of ________.

A) downward mobility B) conspicuous consumption C) downward comparison D) power E) upward mobility Answer: E Diff: 3 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 54) The ________ states that members of lower classes adopt the fashions of the upper class and maintain them even after the upper class has abandoned these fashions.

A) upward mobility effect B) downward mobility effect C) trickle-down effect D) exclusivity bias E) trickle-up effect Answer: C Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking

18 .

55) Which of the following is NOT a characteristic of affluent customers, relative to the less wealthy?

A) healthier B) higher life expectancies C) less likely to become marketers' "customers for life" D) more pressure to achieve E) more isolated from parents Answer: C Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Analytical thinking 56) Why do many researchers maintain that America's middle class has been shrinking?

A) the global shrinkage of the middle class B) the failing economy C) the geographic shift from metropolitans to the suburbs D) some members are moving upstream to upper-middle class while others are slipping backward to the working class E) the expansion of educational opportunity Answer: D Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 57) Downscale consumers are more brand loyal than upscale consumers because ________.

A) they have found the brand that satisfies their needs the best B) upscale consumers are never satisfied C) they cannot afford to make mistakes by switching to unfamiliar brands D) they have loyalty towards companies that target them specifically E) intergenerational brand transfer is more prevalent in these households Answer: C Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking

19 .

58) Downscale consumers often spend a higher percentage of their available incomes on ________ than do their middle-class counterparts. A) entertainment B) housing C) education D) food E) clothing Answer: D Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets. AACSB: Reflective thinking 59) The ________ look, consisting of practical, comfortable, and timeless (vs. trendy) clothing, is often identified with the upper social class and emulated by lower classes.

A) preppy B) WASP C) strata D) symbolic E) downscale Answer: A Diff: 1 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 60) Relative to working-class study participants, young professionals are more likely to perceive themselves as ________.

A) average B) frustrated about their ability to finish things C) uncertain about the future D) undisciplined E) empowered in the sense that they could achieve whatever they set their minds to Answer: E Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking

20 .

61) Which of the following is true of social class as it relates to saving, spending, and credit?

A) Upper-class consumers tend to use their bank credit cards for installment purchases.

B) Young professionals perceive themselves as being average and have a strong sense of uncertainty about the future.

C) Lower-class consumers are more future oriented and confident of their financial acumen.

D) Lower-class consumers tend to pay their credit card bills in full each month.

E) Upper-class purchasers use their credit cards as a convenient substitute for cash and pay their credit card bills in full each month.

Answer: E Diff: 3 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 62) In an example of ________, many predict that today's youngest generation, the Eco Boomers, will experience lower living standards than their parents.

A) upward mobility B) conspicuous consumption C) downward mobility D) symbolic consumption E) reverse stratification Answer: C Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 63) The rationale for using ________ is that "birds of a feather flock together," or families of similar socioeconomics reside in the same neighborhoods or communities.

A) sociodemographics B) social class C) social strata D) geodemographics E) ISC Answer: D Diff: 1 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking

21 .

64) Which PRIZM® segment should marketers of very expensive vacations and conspicuous luxury goods study and/or target?

A) Striving Singles B) Young Accumulators C) Accumulated Wealth D) Sustaining Seniors E) Cautious Couples Answer: B Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge WATCH MINI CASE: Bob is interviewing for high-level managerial jobs in the Boston area. He decides that, in order to make himself more appealing for the job, he should wear expensive suits and carry expensive business accessories. To this end, he has decided to purchase an Icon watch, because Bob perceives that Icon watches are expensive and typically worn by people with high social status. In fact, Icon specifically targets its wristwatches to image-conscious business executives and has its best results focusing its marketing efforts on men between the ages of 35 and 50 living in affluent zip codes of New York City and its surrounding suburbs.

65) In the WATCH MINI CASE, seeking a job with higher income and greater prestige, Bob is trying to exercise ________.

A) downward mobility B) conspicuous consumption C) downward comparison D) power E) upward mobility Answer: E Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 66) In the WATCH MINI CASE, Icon seems to be appealing to a target market of consumers seeking a wristwatch that provides ________.

A) a sense of achievement B) a sense of power C) a sense of being well-educated D) a sense of status E) a sense of importance Answer: D Diff: 2 Skill: Application LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Application of knowledge

22 .

67) In the WATCH MINI CASE, Icon's focus on men of a given age in specific zip codes is an example of ________.

A) affluence targeting B) single-variable indexing C) geodemographic clustering D) autonomic decision making E) socialization Answer: C Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge SMITH MINI CASE: Nathan Smith is single and lives in Detroit, where he works on the assembly line at the local automobile manufacturing plant and is a member of the Automobile Workers Union. He views work as a means to buy things to enhance his leisure time and recently purchased a new television so that he could better watch his favorite team, the Detroit Lions, play football. Nathan has always followed the Lions, largely because his dad was a big Lions fan.

68) In the SMITH MINI CASE, Nathan is most likely considered to be in the ________ stage of the traditional family life cycle.

A) bachelorhood B) honeymooner C) parenthood D) postparenthood E) dissolution Answer: A Diff: 1 Skill: Application LO: 10.3: To understand the family life cycle.

AACSB: Application of knowledge 69) In the SMITH MINI CASE, Nathan is most likely to be a part of which of the following social classes?

A) lower-upper class B) upper-middle class C) lower-middle class D) upper-lower class E) lower-lower class Answer: D Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge

23 .

70) In the SMITH MINI CASE, which of the following is most likely to describe Nathan?

A) Nathan uses his credit card as a convenient substitute for cash.

B) Nathan perceives himself to be empowered in the sense that he can achieve whatever he sets his mind to.

C) Nathan saves money primarily in the interest of safety and security.

D) Nathan is likely to attend the theater and concerts.

E) Nathan prefers to spend his leisure time on cerebral activities, like reading or visiting museums.

Answer: C Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 71) In the SMITH MINI CASE, Nathan roots for the Lions because his dad did. This is an example of ________.

A) subjective measurement B) geodemographic clustering C) intergenerational transfer D) family decision making E) status consumption Answer: C Diff: 3 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 72) The family commonly provides the opportunity for product exposure and trial and imparts consumption values to its members.

Answer: TRUE Diff: 1 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 73) All households are families.

Answer: FALSE Diff: 1 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

24 .

74) Structured activities for children, along with constantly being surrounded by mass media and online social networks, provide children with lots of time to explore their creativity.

Answer: FALSE Diff: 2 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 75) Fathers are stronger consumer socialization agents than their wives.

Answer: FALSE Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 76) The Stoic socialization-related attitude is characterized as a mother who has the highest income and education, is rational, teaches her children to shop and spend responsibly, and resents the influence of the media on her children.

Answer: FALSE Diff: 3 Skill: Application LO: 10.1: To understand consumer socialization.

AACSB: Application of knowledge 77) The four parental styles are classified across two dimensions: permissive vs. restrictive and very nurturing vs. non-nurturing.

Answer: TRUE Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 78) Most adolescents and teens prefer to look to their parents and older siblings in the development of consumer behavior norms.

Answer: FALSE Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 79) Socialization begins in early childhood and culminates in early adulthood.

Answer: FALSE Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

25 .

80) The relative influence of a husband and wife on a particular consumer decision depends in part on the product or service category.

Answer: TRUE Diff: 1 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 81) Husband-wife decision making appears to be independent of cultural influences.

Answer: FALSE Diff: 1 Skill: Concept LO: 10.2: To understand how families make purchase decisions.

AACSB: Reflective thinking 82) Over the past several decades, as a result of families having fewer children, there has been a trend toward children playing a more active role in the family decision-making process.

Answer: TRUE Diff: 2 Skill: Application LO: 10.2: To understand how families make purchase decisions.

AACSB: Application of knowledge 83) The family life cycle is a composite variable that combines marital status, size of family, age of family members (focusing on the age of the oldest or youngest child), and employment status of the head of household, and then classifies the family into a "typical" stage.

Answer: TRUE Diff: 2 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Application of knowledge 84) Families in the parenthood stage are an important market for luxury goods, new automobiles, expensive furniture, and vacations to faraway places.

Answer: FALSE Diff: 2 Skill: Application LO: 10.3: To understand the family life cycle.

AACSB: Application of knowledge 85) According to social comparison theory, individuals normally compare their own material possessions with those owned by others in order to determine their relative social standing.

Answer: TRUE Diff: 2 Skill: Concept LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Reflective thinking 26 .

86) Individuals with more purchasing power or a greater ability to make purchases have more status.

Answer: TRUE Diff: 2 Skill: Application LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Application of knowledge 87) Conspicuous possessions serve as markers or indicators of one's own status and the status of others.

Answer: TRUE Diff: 1 Skill: Concept LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Reflective thinking 88) Social-class membership serves consumers as a framework or reference for the development of their attitudes and behavior and provides a natural basis for market segmentation for many products and services.

Answer: TRUE Diff: 3 Skill: Application LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Application of knowledge 89) Age and religion are especially important as a means of locating concentrations of consumers with specific social-class membership.

Answer: FALSE Diff: 2 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking 90) There is a strong positive relationship between health and economic status.

Answer: TRUE Diff: 3 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking

27 .

91) Although only a minority of U.S. households are considered "affluent," these households account for the majority of household income in the United States.

Answer: TRUE Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 92) Affluent households have large disposable incomes.

Answer: TRUE Diff: 1 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 93) The choice of how many different social classes to use depends on the amount of detail that the researcher believes is necessary to explain adequately the attitudes or behavior under study.

Answer: TRUE Diff: 2 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 94) Nouveau riche consumers believe "toys" that are bought to display wealth publicly (e.g. yachts) are vulgar.

Answer: FALSE Diff: 2 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 95) The most sophisticated geodemographic segmentation is Nielsen's PRIZM®, which combines sociodemographic and demographic factors with consumer buying and media exposure data to locate consumers with similar lifestyles and buying behaviors.

Answer: TRUE Diff: 1 Skill: Concept LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Reflective thinking 96) The PRIZM® "Accumulated Wealth" segment shies away from buying conspicuous luxury goods because they regard them as in poor taste/showing off money.

Answer: TRUE Diff: 2 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 28 .

97) Why are mothers generally stronger consumer socialization agents than their husbands?

Answer: Mothers are more involved with their children, they often control their children's exposure to commercial messages, they provide instruction in the skills needed to be consumers, and they regulate the amount of money children can spend and how they spend it.

Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking 98) Differentiate between the four parental styles and their respective attitudes towards advertising, consumption, and yielding to children's buying requests.

Answer: Indulgent parents are very nurturing and highly permissive; neglecting parents are very permissive but provide their children with little or no nurturing; authoritative parents are very nurturing and very restrictive; authoritarian parents are very restrictive and not nurturing.

Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Analytical thinking 99) Identify and describe the three supportive roles a family plays in the socialization process and consumer behavior.

Answer: Economic well-being: the provision of financial resources to its members and allocation of income to adequately support members.

Emotional support: the provision of love, affection, and intimacy to family members.

Suitable family lifestyles: the prioritization of learning and education, recreational activities, hobbies, setting career goals, media exposure, and shopping habits.

Diff: 2 Skill: Concept LO: 10.1: To understand consumer socialization.

AACSB: Reflective thinking

29 .

100) What are the stages of the traditional family life cycle? What happens at each stage?

Answer: Bachelorhood refers to young single men and women, mostly college educated, who have incomes that allow them to leave home and establish their own households.

Honeymooners are young and newly married couples. They tend to be educated, engaged and have combined discretionary income that make them desirable for marketers.

Parenthood is married couples with at least one child living at home. It is divided into the preschool phase, the elementary school phase, the high school phase and the college phase.

Financial resources, child rearing and educational responsibilities change over these phases.

Postparenthood is older married couples with no children living at home. Often these empty nesters can do things they could not afford to do when their children lived at home or went to college and, after the empty nest stage, travel frequently, take extended vacations, purchase a second home, etc.

Dissolution refers to one surviving spouse who tends to follow a more economical lifestyle.

Diff: 2 Skill: Concept LO: 10.3: To understand the family life cycle.

AACSB: Reflective thinking 101) What is social comparison theory? How might marketers use this theory in advertising?

Answer: Social comparison theory suggests that individuals normally compare their own material possessions with those owned by others in order to determine their relative social standing. Because visible or conspicuous possessions are easy to spot, they especially serve as markers or indicators of one's own status and the status of others. An individual consumer might decide to compare himself to someone who is worse off in order to bolster his self-esteem.

Alternatively, he might elect to compare upward with someone who appears to have more purchasing power, which is likely to make the consumer feel somewhat inferior.

Marketers can capitalize on tendencies among people by displaying their products as contributing to or elevating the status of its owners. They can provide points of comparison in advertisements to increase consumer motivation to purchase a product because the consumer believes it will elevate his/her status.

Diff: 2 Skill: Application LO: 10.5: To understand the impact of social class on consumer behavior AACSB: Application of knowledge

30 .

102) Why do marketers target affluent households? If affluent households are such great targets, why not target them exclusively?

Answer: Affluent households constitute an especially attractive target segment because its members have incomes that provide them with a disproportionately larger share of all discretionary income. Members of affluent households are also healthier, helping them live longer than members of non-affluent households and giving them a longer consumption life.

Despite their lower proportion of discretionary income, downscale consumers control somewhere near 30% of the total income in the United States. Lower-income consumers may also be more brand loyal than wealthier consumers, because they cannot afford to make mistakes by switching to unfamiliar brands.

Diff: 2 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 103) Identify the benefits and dangers of a single company marketing different brands to different social class segments. Give an example.

Answer: People tend to avoid stores that have the image of appealing to a social class very different from their own. For this reason, in order to appeal to working class consumers without driving away their middle and upper class consumers, companies will market different brands of their products, or even different stores, to different social class segments. For example, Gap opened its Old Navy stores with cheaper clothing in order to sell to working class consumers without giving its Gap stores a working class reputation and driving away Gap's middle and upper class customers. While Old Navy has increased the parent company's sales by targeting a new social class segment, the downside to this strategy is that Old Navy sales have cannibalized some Gap sales, with Gap customers instead choosing to buy their clothes at the less expensive Old Navy.

Diff: 3 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge 104) How do the lower classes and upper classes differ in terms of saving, spending, and credit?

Answer: Upper class segments are more future-oriented and confident of their financial acumen, and they are more willing to invest in insurance, stocks, and real estate. In comparison, lowerclass consumers are generally more concerned with immediate gratification. When they do save, they are primarily interested in safety and security.

As for their credit card usage, members of the lower classes tend to use their credit cards for installment purchases, whereas members of the upper social classes pay their credit card bills in full each month.

Diff: 2 Skill: Application LO: 10.7: To understand how to employ geodemographics to locate target markets.

AACSB: Application of knowledge

31 .

105) Differentiate between nontraditional families and non-family households. What are the implications of the difference between these two groups for marketers?

Answer: Nontraditional families do not readily fit into the family life cycle, while non-family households are living situations that are not legally defined as families. Non-family households change in composition over time. Marketers need to be aware of the composition of non-family households and the role of non-family household members in decision making. Nontraditional families have risen, so marketers must acknowledge their existence in a way that does not alienate traditional households.

Diff: 2 Skill: Concept LO: 10.4: To understand the consumer behavior of nontraditional families and households.

AACSB: Analytical thinking 106) What is the difference between subjective and objective measures of social class? Explain how each is used.

Answer: Subjective measures consist of asking people to estimate their own social class. It is misleading because some consumers incorrectly identify themselves as middle class, but it represents the participants' self-perceptions and sense of belonging or identification with others.

Objective measures use demographic variables and ask respondents factual questions about themselves, their families, and their places of residence. Objective measures include occupation, amount of income, education and/or sources of income and are used in geodemographic clustering.

Diff: 2 Skill: Concept LO: 10.6: To understand the demographics, lifestyles, and consumption patterns of social classes.

AACSB: Reflective thinking

32 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 11 Culture's Influence on Consumer Behavior 1) Given the broad and pervasive nature of ________, its study generally requires a detailed examination of the character of the total society. A) culture B) consumer behavior C) subculture D) social class E) individualism Answer: A Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior. AACSB: Interpersonal relations and teamwork 2) ________ express(es) the collective principles, standards, and priorities of a community. A) Social class B) Cultural values C) Conformity D) Consumer behavior E) Subculture Answer: B Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior. AACSB: Interpersonal relations and teamwork 3) In terms of consumer behavior, ________ is the collective values, customs, norms, arts, social institutions, and intellectual achievements of a particular society which express its principles, standards, and priorities. A) conformity B) individualism C) culture D) society E) subculture Answer: C Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior. AACSB: Interpersonal relations and teamwork

1 .

4) A ________ is a symbolic activity consisting of a series of steps occurring in a fixed sequence and repeated periodically.

A) belief B) ritual C) culture D) value E) custom Answer: B Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 5) Singing the national anthem before the start of a sports event is described as a ________.

A) belief B) ritual C) culture D) norm E) custom Answer: B Diff: 2 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 6) The ________ level of cultural norms reflects the underlying dimensions of culture that impact multiple societies.

A) supranational B) national C) group D) reference group E) subcultural Answer: A Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking

2 .

7) In-crowd, pop mavericks, networked intelligentsia, and thrill renegades are examples of four segments developed based on a lifestyle matrix of global youth aged 14 to 24 at the ________ level.

A) supranational B) national C) group D) reference group E) subcultural Answer: A Diff: 2 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 8) The segment of global youth aged 14 to 24 that acts as the hub of online social networks, focuses on revolution, creativity, and deconstruction, and has members that prefer cult brands like Vespa and Vans, is called ________.

A) in-crowd B) pop mavericks C) networked intelligentsia D) thrill renegades E) pop rebels Answer: C Diff: 2 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 9) The segment of global youth aged 14 to 24 that spreads word of mouth rapidly, values passion, individuality, and instant gratification, and prefers personalized brands like Diesel and Adidas, is called ________.

A) in-crowd B) pop mavericks C) networked intelligentsia D) thrill renegades E) pop rebels Answer: B Diff: 2 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge

3 .

10) ________ offer(s) order, direction, and guidance for problem solving by providing tried and true methods of satisfying physiological, personal, and social needs.

A) Beliefs B) Values C) Self-concept D) Culture E) Rationality Answer: D Diff: 3 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 11) Culture can exist and sometimes reveal itself at different perceived or subjective levels. The ________ level reflects the underlying dimensions of culture that impact multiple cultures or different societies.

A) international B) supranational C) subnational D) national E) group Answer: B Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 12) Culture can exist and sometimes reveal itself at different perceived or subjective levels. The ________ level refers to shared core values, customs, and personality factors that represent the core of the "national character" of a particular country.

A) supernational B) supranational C) subnational D) national E) group Answer: D Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking

4 .

13) Insights on what is suitable to wear for a specific occasion, and other dress codes, are something we learn through ________.

A) travel B) culture C) values D) technical learning E) consumer behavior Answer: B Diff: 2 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 14) The ________level reflects the subdivisions of a country or society, such as subcultures and the influences of various reference groups.

A) supranational B) national C) individual D) reference E) group Answer: E Diff: 3 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 15) Cultural beliefs, values, and customs continue to be followed as long as ________.

A) we learn new ones from other cultures B) that culture exists C) they are similar to other cultures, beliefs, and values D) they yield need satisfaction and other benefits E) a society's members speak a common language Answer: D Diff: 3 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking

5 .

16) Whereas ________ takes place when parents, older siblings, and family members teach younger members how to behave, ________ takes place when children imitate the behaviors of others like family, friends, or TV and movie heroes and characters.

A) informal learning; technical learning B) technical learning; informal learning C) informal learning; formal learning D) formal learning; informal learning E) technical learning; formal learning Answer: D Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Interpersonal relations and teamwork 17) Jake learned what brands of food to buy at the grocery store by going grocery shopping with his mother as a child, watching her, and imitating her. This constitutes ________.

A) formal learning B) media learning C) informal learning D) televised learning E) technical learning Answer: C Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 18) Carla learned how to go about shopping for a new car when her father specifically sat her down and told her what to look for at dealerships and how to negotiate the best price. This constitutes ________.

A) formal learning B) media learning C) informal learning D) televised learning E) technical learning Answer: A Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge

6 .

19) ________ happens when teachers instruct children, in educational environments, about what should be done, how it should be done, and why it should be done, in social as well as personal settings. A) Formal learning B) Media learning C) Informal learning D) Televised learning E) Technical learning Answer: E Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning. AACSB: Reflective thinking 20) The learning of one's own culture is known as ________. A) acculturation B) exculturation C) proculturation D) inculcation E) enculturation Answer: E Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Diverse and multicultural work environments 21) The learning of a new or foreign culture is known as ________. A) acculturation B) exculturation C) proculturation D) inculcation E) enculturation Answer: A Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning. AACSB: Diverse and multicultural work environments

7 .

22) When marketers plan to sell their products in foreign or multinational markets, they must go through a process of ________ in order to ensure that their products and marketing messages are suitable for the foreign culture. A) acculturation B) exculturation C) proculturation D) inculcation E) enculturation Answer: A Diff: 2 Skill: Application LO: 11.2: To understand cultural learning. AACSB: Diverse and multicultural work environments 23) The enculturation process consists of teaching children and young adults consumptionrelated values and skills like ________.

A) the meaning of money and value B) how to judge product quality C) styles and preferences D) product usage E) all of the above Answer: E Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Diverse and multicultural work environments 24) Which of the following is a way that marketers transmit information that allows consumers to express shared cultural values?

A) magazines B) virtual communities C) blogs D) tweets E) all of the above Answer: E Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Diverse and multicultural work environments

8 .

25) A ________ is anything that represents something else.

A) belief B) custom C) symbol D) more E) value Answer: C Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking 26) The Nike Swoosh is an example of a(n) ________.

A) nonverbal symbol B) acculturation output C) verbal symbol D) technical learning output E) enculturation output Answer: A Diff: 1 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 27) A(n) ________ is anything that represents something else and can be either verbal or nonverbal.

A) verbal communications B) ritual C) culture D) symbol E) enculturation Answer: D Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Written and oral communication

9 .

28) Stores where clothes are sold and the items' prices are ________ of their quality.

A) rituals B) customs C) artifacts D) slang E) symbols Answer: E Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 29) A ________ is a type of symbolic activity consisting of a series of steps occurring in a fixed sequence and repeated over time.

A) communication B) ritual C) symbol D) culture E) target Answer: B Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking 30) From a marketing standpoint, ________ is/are important since that is often what the marketers sell.

A) results of the ritualistic behavior on society B) outcome of the ritual C) consistency of the ritual over time D) artifacts that are associated with the performance of the ritual E) the pervasiveness of the ritual in the society Answer: D Diff: 3 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking

10 .

31) Cards, presents, cakes, and candles are ________ for birthday rituals.

A) artifacts B) values C) beliefs D) symbols E) cultures Answer: A Diff: 1 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 32) Towels, exercise clothes, water, and portable music players are ________ for going to the gym.

A) symbols B) customs C) rituals D) beliefs E) values Answer: C Diff: 1 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 33) The ________ serves as the primary agent for enculturation.

A) teacher B) media C) religious institution D) family E) educational institution Answer: D Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Interpersonal relations and teamwork

11 .

34) Within a cultural context, advertising has the expanded mission of ________.

A) generating new consumer needs B) acculturating the young C) enhancing consumer awareness of the needs of others D) replacing the family as the primary vehicle for consumer socialization E) aiding in the dissemination of new tastes, habits, and customs Answer: E Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking 35) Studying societies via analysis of the content of verbal, written, and pictorial communications is known as ________.

A) value measurement B) consumer fieldwork C) participant observation D) field observation E) content analysis Answer: E Diff: 1 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 36) A study of more than 250 ads appearing in eight issues of Seventeen magazine, four Japanese issues, and four American issues, found that teenage girls are portrayed differently. The researcher concluded that these "differences correspond to each country's central concepts of self and society." This study is an example of ________.

A) value measurement B) consumer fieldwork C) participant observation D) field observation E) content analysis Answer: E Diff: 1 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge

12 .

37) When anthropologists immerse themselves in the environment under study, this technique is called ________.

A) value measurement B) depth interviews C) field observation D) group observation E) content analysis Answer: C Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 38) Hype Mobile Phones wants to learn how consumers decide which mobile phones to purchase, so it places researchers in mobile phone stores and has them pose as salespeople. In this example, researchers are ________.

A) third-party observers B) actors C) participant-observers D) active researchers E) imitators Answer: C Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 39) Which of the following is NOT a characteristic of field observation?

A) It takes place within a natural environment.

B) It is generally performed without the subjects' awareness of being watched.

C) It focuses on observation of behavior.

D) It most frequently focuses on in-home product usage and consumption.

E) All of these are characteristics of field observation.

Answer: D Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Analytical thinking

13 .

40) The type of food that is typically shared with family and others is categorized as ________ in the context of cultural settings.

A) symbolic B) individual C) cultural D) social E) experience Answer: D Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 41) The ________ is a widely used self-administered value inventory that is divided into terminal and instrumental value items.

A) Rokeach Value Survey B) List of Values C) VALS D) Chapin's Value Structure Scale E) Attitude Toward Helping Others Scale Answer: A Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 42) ________ are personal goals, while ________ are the basic approaches that an individual might take to achieve those goals.

A) Instrumental values; terminal values B) Social values; core values C) Core values; cultural values D) Terminal values; instrumental values E) Cultural values; terminal values Answer: D Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Analytical thinking

14 .

43) Within cultural values, happiness and self-respect are examples of ________.

A) instrumental values B) core values C) cultural values D) social values E) terminal values Answer: E Diff: 3 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 44) Within cultural values, a comfortable exciting life, happiness, and inner harmony are examples of ________.

A) personal aspects of terminal values B) interpersonal aspects of terminal values C) competence aspects of instrumental values D) moral aspects of instrumental values E) moral aspects of terminal values Answer: A Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 45) Within cultural values, a world of peace and beauty and national security are examples of ________.

A) personal aspects of terminal values B) interpersonal aspects of terminal values C) competence aspects of instrumental values D) moral aspects of instrumental values E) moral aspects of terminal values Answer: B Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge

15 .

46) Within cultural values, being ambitious, intellectual, and responsible are examples of ________.

A) personal aspects of terminal values B) interpersonal aspects of terminal values C) competence aspects of instrumental values D) moral aspects of instrumental values E) moral aspects of terminal values Answer: C Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 47) Within cultural values, being forgiving, helpful, and polite are examples of ________.

A) personal aspects of terminal values B) interpersonal aspects of terminal values C) competence aspects of instrumental values D) moral aspects of instrumental values E) moral aspects of terminal values Answer: D Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 48) According to the Rokeach typology of cultural orientation, communications aimed at individuals who have a personal terminal value focus and competence instrumental values should emphasize ________.

A) conformity, caring for others, and social consciousness B) concern for societal issues and intense conviction to advance such causes C) one's sense of accomplishment, self-respect, and striving for a comfortable life and independence D) helping others and the role of one's skills in doing so E) moral inequity and its role in society Answer: C Diff: 3 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge

16 .

49) According to the Rokeach typology of cultural orientation, communications aimed at individuals who have a personal terminal value focus and moral instrumental values should emphasize ________.

A) conformity, caring for others, and social consciousness B) concern for societal issues and intense conviction to advance such causes C) one's sense of accomplishment, self-respect, and striving for a comfortable life and independence D) helping others and the role of one's skills in doing so E) moral inequity and its role in society Answer: B Diff: 3 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 50) According to the Rokeach typology of cultural orientation, communications aimed at individuals who have an interpersonal terminal value focus and moral instrumental values should emphasize ________.

A) conformity, caring for others, and social consciousness B) concern for societal issues and intense conviction to advance such causes C) one's sense of accomplishment, self-respect, and striving for a comfortable life and independence D) helping others and the role of one's skills in doing so E) moral inequity and its role in society Answer: A Diff: 3 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 51) Gordon's surveys of personal and interpersonal values included personal values and interpersonal values. Which of the following is an example of a social value?

A) achievement B) goal orientation C) variety D) recognition E) routines Answer: D Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Interpersonal relations and teamwork

17 .

52) ________ is the value associated with a preference for well-defined objectives and completing tasks.

A) Goal orientation B) Achievement C) Variety D) Conformity E) Leadership Answer: A Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 53) The Protestant work ethic, which considers hard work to be wholesome, spiritually rewarding, and an appropriate end in itself, is one of the roots of the American value of ________.

A) efficiency B) personal achievement C) practicality D) activity E) success Answer: B Diff: 1 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 54) When an ad for Everlast fitness equipment encourages bike riders to train harder and states Everlast's power packs enable them to recover faster from strenuous training, it is focused on the individual rider's quest for ________.

A) humanitarianism B) freedom of choice C) materialism D) practicality E) achievement Answer: E Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

18 .

55) In an American cultural context, whereas ________ is its own direct reward, ________ implies an extrinsic reward.

A) success; achievement B) activity; success C) achievement; success D) achievement; efficiency E) success; efficiency Answer: C Diff: 3 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 56) Which of the following American core values serves as a social and moral justification for the acquisition of goods and services in a context such as "you worked for it" or "you deserve it"?

A) materialism B) progress C) achievement and success D) external conformity E) individualism Answer: C Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 57) Americans place an extraordinary amount of importance on being involved and keeping busy. This is a widely accepted core value that relates to ________.

A) achievement and success B) freedom C) efficiency and practicality D) time and activity E) external conformity Answer: D Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking

19 .

58) Verve shampoo has come out with a new hair-care product that is a shampoo and conditioner in one, so consumers can wash and condition their hair in one easy step. This product appeals to Americans' value of ________.

A) efficiency B) achievement C) progress D) freedom of choice E) success Answer: A Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 59) Americans' love affair with products that save time and effort, such as the microwave, are examples of the important core value of ________ in this culture.

A) progress B) achievement and success C) freedom of choice D) efficiency and practicality E) external conformity Answer: D Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 60) In a consumption-oriented society, such as that of the United States, the core value of ________ often means the acceptance of change, new products, or services designed to fulfill unsatisfied needs.

A) achievement and success B) activity C) material comfort D) progress E) freedom Answer: D Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking

20 .

61) The American core value of ________ is central to the belief that people can always improve themselves.

A) efficiency B) progress C) practicality D) activity E) success Answer: B Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 62) In the name of the core value of ________, Americans appear to be more receptive to product claims that stress "new," "improved," "longer lasting," "quicker," and increased strength.

A) achievement and success B) activity C) material comfort D) progress E) individualism Answer: D Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 63) For most Americans, ________ signify the attainment of "the good life," which includes a new car, a dishwasher, a hot tub and a variety of convenience and pleasure-providing goods and services.

A) comfort and pleasure B) achievement and success C) freedom D) progress E) external conformity Answer: A Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

21 .

64) ________ have always been associated with bigger quantities of things or more of something. Recently, however, there has been a shift away from quantity towards quality.

A) Comfort, pleasure, and materialism B) Achievement and success C) Freedom and choice D) Progress and movement E) External conformity and blending in Answer: A Diff: 3 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 65) Self-reliance, self-interest, self-fulfillment, self-esteem, and self-confidence are all exceedingly popular expressions of ________, one of the American core values.

A) materialism B) achievement and success C) freedom D) individualism E) humanitarianism Answer: D Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 66) In terms of consumer behavior, an appeal to ________ frequently takes the form of reinforcing the consumer's sense of identity with products or services that both reflect and emphasize that identity.

A) freedom B) efficiency C) progress D) individualism E) material comfort Answer: D Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

22 .

67) Advertisements for high-style clothing and cosmetics usually promise that their products will enhance the consumer's exclusive or distinctive character and set him or her apart from others.

This is an appeal to which American core value?

A) materialism B) achievement and success C) freedom D) individualism E) humanitarianism Answer: D Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 68) The concept of freedom in a consumer behavior sense relates to which of the following?

A) freedom of speech B) freedom of press C) freedom of worship D) freedom of choice E) freedom of movement Answer: D Diff: 1 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 69) When Wendy's advertising emphasizes that a combo meal can come with any of a number of sides, not just fries, the company is appealing to American consumers' preference for ________.

A) freedom of choice B) efficiency C) progress D) individualism E) material comfort Answer: A Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

23 .

70) One can express ________ by selecting products that friends do not have, or express ________ by purchasing similar or identical products.

A) individualism; conformity B) collectivism; conformity C) conformity; individualism D) freedom of choice; materialism E) materialism; humanitarianism Answer: A Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 71) In research on the motivations of alumni who donated money to intercollegiate athletic programs, which of the following benefits is associated with being loyal to the college, helping to build a successful athletic program, and continue tradition?

A) prestige B) social-practical motivation C) trusting D) belongingness E) materialism Answer: D Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 72) ________ is producing and promoting reusable and ecofriendly products.

A) Humanitarianism B) Health orientation C) Green marketing D) Youthfulness E) Achievement Answer: C Diff: 1 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking

24 .

73) When automobile makers started producing more environmentally sound cars to minimize the dire consequences of emissions on our planet and its inhabitants, they were engaged in ________.

A) efficiency B) health and fitness C) green marketing D) youthfulness E) achievement Answer: C Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 74) One outcome of the fact that consumers find environmental labels difficult to understand is ________.

A) wider appeal for green products B) increased price sensitivity regarding green products C) greater understanding of how to reduce global warming D) greater engagement in green product markets E) easier identification of green products Answer: B Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

25 .

SOUP MINI CASE: White Mountain Soups sells ready-to-eat soups packaged and sold in microwave-ready, single-serving plastic containers that can be used as bowls and then recycled.

White Mountain makes a variety of soups, including New England clam chowder, vegetarian minestrone, and beef and tomato soups. Its advertising emphasizes the use of wholesome ingredients produced by independent farmers, and suggests that White Mountain soup can be a quick and easy lunch, or a wholesome mid-afternoon snack alternative to a bag of potato chips or a candy bar.

75) From a consumer's point of view, in the SOUP MINI CASE, White Mountain's soup packaging is an appeal to which of the following American core values?

A) achievement B) efficiency C) material comfort D) individualism E) freedom Answer: B Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 76) In the SOUP MINI CASE, White Mountain offers a variety of types of soup in order to appeal to which of the following American core values?

A) practicality B) material comfort C) individualism D) freedom of choice E) external conformity Answer: D Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

26 .

77) In the SOUP MINI CASE, White Mountain draws attention to its use of all-natural, wholesome ingredients in order to appeal to which of the following American core values?

A) individualism B) freedom C) external conformity D) humanitarianism E) fitness and health Answer: E Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 78) In the SOUP MINI CASE, White Mountain draws attention to its patronage of independent local farmers in order to appeal to which of the following American core values?

A) humanitarianism B) fitness and health C) individualism D) freedom E) activity Answer: A Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 79) In the SOUP MINI CASE, White Mountain suggests that consumers eat a cup of White Mountain soup instead of a candy bar or bag of chips as an afternoon snack. If we consider taking a break for a mid-afternoon snack to be a ritual for many consumers, the soup (or candy bar or bag of chips) would be considered the ________.

A) ritual artifact B) ritualistic behavior C) consumer value D) symbol E) acculturated activity Answer: A Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

27 .

DOG TREAT MINI CASE: Observing consumers at veterinary clinics, pet superstores, and grocery stores, Happy Dog determined that consumers were more likely to buy expensive dog treats at their veterinarians' offices than at grocery stores or pet superstores. Happy Dog researchers also observed that consumers spent less time looking at the pet treats before purchasing them when the treats were purchased at the veterinarian's office because they assumed that anything on offer at a veterinarian's office must be good for their pets. As a result of this research, Happy Dog Beef Treats are sold only at the offices of veterinarians and dog groomers and are more expensive than the average dog treat that pet owners might purchase at the supermarket. Happy Dog recently modified its treat recipe to come out with NEW, JUICIER Beef Treats for pet owners to use to reward their dogs. Advertisements promoting the new recipe show a young boy teaching his dog a series of tricks by rewarding her consistently with Happy Dog Beef Treats. At the end of the commercial, the boy cues his dog for the tricks in front of his parents, she performs, and his parents clap proudly. 80) In the DOG TREAT MINI CASE, Happy Dog uses its price and channels of distribution as ________ of the quality of its dog treats. A) symbols B) rituals C) customs D) values E) beliefs Answer: A Diff: 2 Skill: Application LO: 11.2: To understand cultural learning. AACSB: Application of knowledge 81) In the DOG TREAT MINI CASE, Happy Dog's development of NEW, JUICIER Beef Treats appeals to which of the following core American values? A) activity B) progress C) humanitarianism D) materialism E) freedom Answer: B Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

28 .

82) In the DOG TREAT MINI CASE, Happy Dog's advertisement shows its Beef Treats as a means of fulfilling which of the following core American values?

A) humanitarianism B) individualism C) achievement D) freedom E) efficiency Answer: C Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge WEDDING MINI CASE: Susan is planning her wedding. Susan knows what music is appropriate for her ceremony because she has been to a number of weddings before. She has questions, though, about the appropriate wording of her invitations, so she reviews the helpful information provided by professional wedding planners on specialist wedding sites to familiarize herself with customary wording and style rules. In choosing a wedding dress, Susan has decided to have a dress designer make a custom wedding dress for her.

83) In the WEDDING MINI CASE, Susan learned what music is appropriate for a wedding ceremony through ________.

A) formal learning B) technical learning C) enculturation D) informal learning E) acculturation Answer: D Diff: 3 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge 84) In the WEDDING MINI CASE, Susan learns about appropriate invitation wording and style through ________.

A) formal learning B) technical learning C) enculturation D) informal learning E) acculturation Answer: B Diff: 3 Skill: Application LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Application of knowledge

29 .

85) In the WEDDING MINI CASE, the wedding is considered a ________.

A) custom B) value C) ritual D) belief E) culture Answer: C Diff: 1 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 86) In the WEDDING MINI CASE, a bridal bouquet would be considered a ritual ________.

A) artifact B) symbol C) culture D) custom E) value Answer: A Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 87) In the WEDDING MINI CASE, Susan has chosen to have her wedding dress custom made, in line with the core American value of ________.

A) material comfort B) activity C) conformity D) humanitarianism E) individualism Answer: E Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 88) Cultural values express the collective principles, standards, and priorities of a community.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking

30 .

89) We can only truly understand our culture's influence after visiting other countries and observing local values and behaviors.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 90) The group level of cultural norms reflects shared core values, customs, and personalities that represent the core of the "national character" of a particular country.

Answer: FALSE Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 91) Culture determines whether a product is a necessity or a discretionary luxury.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 92) Culture gradually but continually evolves to meet the needs of society.

Answer: TRUE Diff: 1 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 93) When a specific standard no longer satisfies the members of a society, it is modified or replaced.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Reflective thinking 94) The amount of people in the society that share a belief or custom is irrelevant to whether or not it is considered a cultural value.

Answer: FALSE Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking

31 .

95) We learn cultural norms and customs mostly from family and peers and begin to understand that some behaviors are appropriate and others not at a very young age. Answer: TRUE Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning. AACSB: Reflective thinking 96) Enculturation is the learning of a new or foreign culture.

Answer: FALSE Diff: 1 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Diverse and multicultural work environments 97) The contents of media, advertising, and marketing reflect cultural values and convey them to all members of society very effectively.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Written and oral communication 98) The repetition of marketing messages is not related to cultural beliefs and values.

Answer: FALSE Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking 99) Symbols can have contradictory meanings.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Written and oral communication 100) Ritualized behavior is typically rather formal, often scripted behavior, and is likely to occur repeatedly over time.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking

32 .

101) Every day when John leaves for work, he walks around the car to check the tires, pats the hood, then gets in the car and starts the ignition. This constitutes a ritual.

Answer: TRUE Diff: 1 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking 102) Content analysis can identify the intentions, focus, or communication trends of an individual, group, or institution.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 103) A researcher is interested in examining how consumers select a washing machine, so he goes to the mall and gives people paper and pencil surveys about their preferences. He is a participant-observer.

Answer: FALSE Diff: 2 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge 104) The informal atmosphere of focus groups' discussions decrease the likelihood that consumers will signal shifts in values that impact the acceptance of new products and services.

Answer: FALSE Diff: 3 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 105) Individuals who belong to a segment that is self-centered and concerned with values such as self-respect and a comfortable life are likely to be involved in domestic-oriented activities and are reluctant to try new products.

Answer: FALSE Diff: 3 Skill: Application LO: 11.3: To understand the means to study cultural values AACSB: Application of knowledge

33 .

106) Gordon's values are strongly reflected in Americans' core values.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Reflective thinking 107) Keeping busy and remaining active and involved is related to one of the American core values.

Answer: TRUE Diff: 1 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 108) Ads that communicate that the consumer "owes it to him/herself" to provide a justification for the acquisition of goods and services are appealing to the Americans' core values of achievement and success.

Answer: TRUE Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 109) Americans place a great importance on time. They value time and believe in the importance of not wasting time.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 110) Material comfort and pleasure have become more recently associated with quality rather than quantity.

Answer: TRUE Diff: 3 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking

34 .

111) Although Americans deeply embrace freedom of choice and individualism, they nevertheless accept the reality of conformity.

Answer: TRUE Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 112) The American value of individualism stimulates acceptance of customized or unique products that enable a person to "express his or her own personality."

Answer: TRUE Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge 113) Differentiate between the"levels" of cultural norms.

Answer: (1) the supranational level reflects the underlying dimensions of culture that impact multiple societies (i.e., subcultural cross-national or cross-cultural boundaries); (2) the national level reflects shared core values, customs, and personalities that represent the core of the "national character" of a particular country; and (3) the group level reflects the subdivisions of a country or society, such as subcultures, and the influences of various reference groups.

Diff: 2 Skill: Concept LO: 11.1: To understand culture's dynamics and impact on consumer behavior.

AACSB: Analytical thinking 114) Differentiate between formal learning, informal learning, and technical learning.

Answer: Formal learning takes place when parents, older siblings, and other family members teach younger members "how to behave." Informal learning takes place when children imitate the behaviors of selected others, such as family, friends, or TV and movie heroes and characters.

Technical learning happens when teachers instruct children in educational environments about what should be done, how it should be done, and why it should be done, in social as well as personal settings.

Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Analytical thinking

35 .

115) How does marketing influence cultural learning?

Answer: Although a firm's advertising and marketing communications can influence all types of cultural learning, it is likely that many product marketing messages enhance informal cultural learning by providing the audience with a model of behavior to imitate. This is especially true for visible or conspicuous products that are evaluated in public settings, where peer influence is likely to play an important role. The repetition of marketing messages creates and reinforces cultural beliefs and values. Although specific product advertising may reinforce the benefits that consumers want from a given product (as determined by consumer behavior research), such advertising also "teaches" future generations of consumers to expect the same benefits from the product category.

Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Application of knowledge 116) What is the difference between enculturation and acculturation? Which is most important to marketers and why?

Answer: Enculturation is the learning of one's own culture. Acculturation is the learning of new or foreign cultures. They are both equally important to marketers. For the companies that wish to market products domestically, a company must learn about its own culture to get an idea of what is acceptable. For the companies that are thinking of taking their products abroad, it is essential that they learn the culture of the countries they are thinking of going into.

Diff: 2 Skill: Application LO: 11.2: To understand cultural learning.

AACSB: Diverse and multicultural work environments

36 .

117) Compare consumer field observation to content analysis and value measurement instruments as research approaches to examining culture.

Answer: Content analysis focuses on the content of verbal, written, and pictorial communications to draw conclusions about a society, or a specific aspect of a society, or to compare two or more societies. This method focuses on the cultural implications of various forms of advertising symbols and can be used as a relatively objective means of determining what social and cultural changes have occurred in a specific society or as a way of contrasting aspects of two different societies.

Value measurement instruments are data collection instruments that ask people how they feel about such basic personal and social concepts as freedom, comfort, and national security. This method focuses on the respondents' assessment of their own values.

In consumer fieldwork, anthropologists frequently immerse themselves in the environment under study. Study takes place within the natural environment and is performed oftentimes without the subject's awareness. Field observation focuses specifically on the observation of behavior.

Diff: 3 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Analytical thinking 118) What is a ritual? Provide an example of a ritual artifact and explain why ritual artifacts are important to marketers.

Answer: A ritual is a type of symbolic activity consisting of a series of steps (multiple behaviors) occurring in a fixed sequence and repeated periodically. Rituals can be public, elaborate, or ceremonial (e.g., weddings), or mundane routines (e.g., daily grooming). Many rituals include artifacts and some products are marketed specifically for certain rituals. For instance, turkey, stuffing, and cranberries are part of the ritual of Thanksgiving Day. Rituals such as graduations, weekly card games, or visits to beauty salons include artifacts.

Diff: 2 Skill: Concept LO: 11.2: To understand cultural learning.

AACSB: Reflective thinking

37 .

119) Differentiate between terminal values and instrumental values. In your response, identify the subsets within each type of value.

Answer: Eighteen terminal values that reflect goals and desirable states of existence are defined as ends (e.g., happiness, pleasure, freedom, self-respect). Eighteen instrumental values are defined as the means to achieve the ends (e.g., ambitious, honest, polite, responsible). Within each set of values, there are also two subsets: Some terminal values focus on personal aspects (e.g., a comfortable or exciting life, happiness, inner harmony) and the others on interpersonal ones (e.g., a world of peace and beauty, national security). The instrumental values are composed of competence (e.g., ambitious, intellectual, responsible) and of moral values (e.g., forgiving, helpful, polite).

Diff: 3 Skill: Concept LO: 11.3: To understand the means to study cultural values AACSB: Analytical thinking 120) In identifying the core values of a society, three criteria must be met. Identify and explain these three criteria.

Answer: a. The value must be pervasive. A significant proportion of the members of the society must accept the value and use it as a guide for their attitudes and actions. b. The value must be enduring. The specific value must have influenced the actions of members of the society over an extended period of time. c. The value must be consumer related. The specific value must provide insights that help us to understand the consumption actions of members of the society.

Diff: 2 Skill: Concept LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Reflective thinking 121) How do the American values of achievement and success influence consumption? Give an example.

Answer: Both achievement and success influence consumption. They often serve as social and moral justification for the acquisition of goods and services. For example, a child might be allowed to purchase a toy as a reward for bringing home a good report card. "You owe it to yourself," "You worked for it," and "You deserve it" are popular achievement themes used by advertisers to coax consumers into purchasing their products. For example, a vacation resort advertisement might suggest that consumers work hard at their jobs, so they deserve to be able to truly relax when they're on vacation. Achievement-oriented people often enjoy conspicuous consumption because it allows them to display symbols of their personal achievement.

Diff: 2 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

38 .

122) How do Americans compromise between their core values of individualism and conformity?

Answer: Americans value "being themselves": Self-reliance, self-interest, self-confidence, selfesteem, and self-fulfillment are all exceedingly popular expressions of individualism. In terms of consumer behavior, an appeal to individualism frequently takes the form of reinforcing the consumer's sense of identity with products or services that both reflect and emphasize that identity.

Although Americans deeply embrace freedom of choice and individualism, they nevertheless accept the reality of conformity. In the realm of consumer behavior, conformity takes the form of standardized goods and services.

One example of how Americans are able to compromise between individualism and conformity is IKEA, which offers consumers the ability to mix and match their home furnishing elements in order to create a unique home décor using standardized products.

Diff: 3 Skill: Application LO: 11.4: To understand core cultural values and their marketing applications.

AACSB: Application of knowledge

39 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 12 Subcultures and Consumer Behavior 1) In addition to segmenting markets in terms of cultural factors, marketers also segment societies into smaller ________ that consist of people who are similar in terms of their ethnic origin, customs, and ways of behavior.

A) micromarkets B) individual markets C) mass markets D) subcultures E) microsocieties Answer: D Diff: 1 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking 2) A component of a person's subculture is ________.

A) age B) race C) ethnic background D) all of the above E) none of the above Answer: D Diff: 1 Skill: Application LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Application of knowledge 3) Members of a specific ________ possess beliefs, values, and customs that set them apart from other members of the same society.

A) subculture B) demographic C) trait D) race E) ideology Answer: A Diff: 1 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking

1 .

4) A ________ is defined as a group whose members share beliefs and common experiences that set them apart from others.

A) network B) subculture C) micro culture D) cohort E) none of the above Answer: B Diff: 1 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking 5) When discussing subcultures, it is important to note that each individual could be a member of ________.

A) either the dominant culture or a subculture B) one subculture only C) two subcultures only D) four subcultures at the most E) many subcultures, as there is no limit Answer: E Diff: 2 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking 6) The proportion of non-Hispanic/Caucasian whites in the U.S. population is projected to ________ over the next several decades.

A) increase B) decrease C) diffuse D) remain at same level E) dramatically rise Answer: B Diff: 3 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Diverse and multicultural work environments

2 .

7) Subcultures are ________. A) mutually exclusive in terms of membership B) a hindrance to market segmentation C) dynamic and evolving D) vastly different in values and beliefs from dominant American culture E) static Answer: C Diff: 2 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking 8) In the United States, ________ percent of the American population is foreign born. This shows how important nationality subcultures are.

A) 7 B) 13 C) 19 D) 25 E) 31 Answer: B Diff: 3 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 9) Queens County (one of the five boroughs that make up the City of New York) is one of the most multicultural counties in America, where ________ percent of its residents were born outside the United States.

A) 26 B) 36 C) 46 D) 56 E) 66 Answer: C Diff: 3 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

3 .

10) When it comes to consumer behavior, ancestral pride associated with ________ is manifested most strongly in the consumption of ethnic foods, in travel to the "homeland," and in the purchase of numerous cultural artifacts. A) age subcultures B) nationality subcultures C) race subcultures D) religious subcultures E) gender subcultures Answer: B Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior. AACSB: Diverse and multicultural work environments 11) The three primary ethnic subcultures in America, in order from most populous to least populous, are ________.

A) Asian Americans, African Americans, and Latinos or Hispanics B) Asian Americans, Latinos or Hispanics, and African Americans C) African Americans, Asian Americans, and Latinos or Hispanics D) African Americans, Latinos or Hispanics, and Asian Americans E) Latinos or Hispanics, African Americans, and Asian Americans Answer: E Diff: 1 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 12) Which American ethnic subculture is the fastest growing?

A) Hispanic American B) African American C) Asian American D) American Indian E) none of the above Answer: C Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

4 .

13) Ethnic clothing, art, music, and foreign-language newspapers are examples of ________ that can be associated with nationality subcultures.

A) cultural artifacts B) loyalty drivers C) ambassadors D) fixation products E) cross-cultural bridges Answer: A Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 14) Hispanic youths are more fashion conscious and are more likely to seek out and be loyal to well-known brands than their non-Hispanic counterparts. This is an example of a subcultural characteristic based on ________.

A) age B) ethnicity C) religion D) geographic region E) gender Answer: B Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 15) In contrast to other American population segments, Hispanic Americans are ________.

A) more religious B) more populous C) more patriotic D) younger E) more highly educated Answer: D Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

5 .

16) Which of the following is true of Hispanic American households?

A) Hispanic Americans tend to be members of smaller families.

B) Hispanic Americans are less likely to live in an extended family household.

C) Hispanic American households are less likely to contain children.

D) Hispanic Americans spend more time caring for their children.

E) The majority of all Hispanic Americans under the age of 18 living in the United States were born in Latin America.

Answer: D Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 17) Despite the various countries of origin of Hispanic Americans, this subcultural group is often considered by some people as a single market based on ________.

A) age B) nationality C) geographic location D) religion E) language Answer: E Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 18) ________ constitute the largest Hispanic subcultural group.

A) Cubans B) Dominicans C) Nicaraguans D) Puerto Ricans E) Mexicans Answer: E Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

6 .

19) In relation to consumer behavior, less acculturated Hispanic consumers ________.

A) prefer well-established brands B) traditionally shop at large grocery chains C) are price- rather than fashion-conscious when it comes to clothing D) prefer frozen to fresh or prepared food items E) tend to be impulse buyers Answer: A Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 20) In relation to consumer behavior, less acculturated Hispanic consumers ________.

A) prefer new, undiscovered brands B) traditionally shop at bodegas C) are price- rather than fashion-conscious when it comes to clothing D) prefer frozen to fresh or prepared food items E) tend to be impulse buyers Answer: B Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 21) In relation to consumer behavior, young female Hispanic consumers ________ than nonHispanic females.

A) prefer new, undiscovered brands more B) traditionally shop at large grocery chains more C) are more price- rather than fashion-conscious when it comes to clothing D) prefer frozen to fresh or prepared food items more E) have a higher need for uniqueness Answer: E Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

7 .

22) From a marketing viewpoint, the best way to target the Hispanic market is on the basis of the group's ________.

A) Spanish surname B) Spanish spoken at home C) country of family ancestry D) country of origin E) personal ethnic identification Answer: E Diff: 3 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 23) African American consumers currently have a purchasing power estimated to have reached ________.

A) $500 billion B) $700 billion C) $900 billion D) $1 trillion E) $1.5 trillion Answer: D Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 24) Generally, the consumption habits of African American consumers are a function of their ________ rather than their ________.

A) ethnicity; brand loyalty B) social standing; ethnicity C) ethnicity; convenience D) convenience; ethnicity E) ethnicity; social standing Answer: B Diff: 3 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

8 .

25) What is the fastest-growing American minority?

A) African Americans B) Asian Americans C) Hispanic Americans D) Pacific Islanders E) Russian Americans Answer: B Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 26) What is the most striking characteristic of Asian Americans?

A) high level of educational attainment B) common language C) homogeneity D) high concentrations in rural areas E) low median household incomes Answer: A Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 27) Relative to Hispanic and African American households, Asian American households are more likely to ________.

A) have more buying power as a segment B) have Internet access C) be similar to each other D) prefer English language ads E) have low incomes Answer: B Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

9 .

28) The first thing Christopher was asked when he went to work for an advertising firm is how to promote to African Americans. After careful consideration, which of the following is the best advice Christopher could give his new employers? A) Separate advertisements to this ethnic subculture are never done and should not be considered. B) All promotions to this ethnic subculture should be distinct from promotions to other ethnic groups. C) African American children tend to gravitate toward toys and characters that look like them. D) All promotions to African Americans have to take into account the market's income, which has been declining drastically over the last two decades. E) none of the above Answer: C Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior. AACSB: Diverse and multicultural work environments 29) Which of the following is true of African Americans in relation to marketing and media? A) African American adults tend to place a great deal of trust in African American-centric media. B) Major advertisers targeting the African American market find specialized agencies to provide no benefit over general advertising agencies. C) Personal grooming and food products targeted to African Americans are best advertised through mass media. D) African Americans typically spend less time watching television than Caucasians. E) Few African Americans believe that most advertising is targeted to white people. Answer: A Diff: 3 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 30) On a percentage basis, which of the following is the fastest-growing American minority? A) African Americans B) Hispanic Americans C) Latin Americans D) Asian Americans E) Eastern European Americans Answer: D Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior. AACSB: Diverse and multicultural work environments

10 .

31) ________ are considered to be largely family oriented, highly industrious, and strongly driven to achieve a middle-class lifestyle.

A) African Americans B) Hispanic Americans C) Latin Americans D) Asian Americans E) Eastern European Americans Answer: D Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 32) The largest Asian American subsegment is the ________ nationality.

A) Indian B) Chinese C) Japanese D) Korean E) Vietnamese Answer: B Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 33) The subculture that is furthest from being homogeneous is the ________ subculture.

A) African American B) Hispanic American C) Asian American D) Mexican American E) Pacific Islander Answer: C Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

11 .

34) ________ are the fastest-growing religious affiliation in America.

A) Roman Catholics B) Presbyterians C) Baptists D) Christians E) Muslims Answer: D Diff: 2 Skill: Concept LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Diverse and multicultural work environments 35) Protestant denominations, Roman Catholicism, and Judaism are the principal organized subcultures based on ________.

A) nationality B) religion C) age D) gender E) geographic location Answer: B Diff: 1 Skill: Concept LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Diverse and multicultural work environments 36) Christmas is the major gift-purchasing season of the year. This corresponds with which type of subculture?

A) racial B) ethnic C) age D) religious E) nationality Answer: D Diff: 1 Skill: Application LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Application of knowledge

12 .

37) Kosher seals on food items are placed to cater to a(n) ________ subculture.

A) ethnic B) racial C) religious D) nationality E) geographic location Answer: C Diff: 2 Skill: Application LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Diverse and multicultural work environments 38) The South and Midwest prefer white soft bread; the East and West coasts prefer firmer breads. This is an indication that marketers must recognize ________ subcultures.

A) demographic B) geographic C) racial D) ethnic E) nationality Answer: B Diff: 1 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge 39) ________ are examples of subcultural categories based on geographic region.

A) Lower, middle, and upper B) Greek, Italian, and Russian C) Eastern, Southern, and Southwestern D) Female and male E) Teenagers, Generation Xers, and the elderly Answer: C Diff: 1 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge

13 .

40) The fact that Skippy peanut butter is preferred on the coasts, and Jif is preferred in the South and Midwest, is an indication that marketers must research ________ subcultures.

A) demographic B) geographic C) racial D) ethnic E) religious Answer: B Diff: 1 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge 41) Which state of the United States has the most love for Reese's Peanut Butter Cup candy?

A) New York B) Kansas C) Boston D) Chicago E) Los Angeles Answer: B Diff: 3 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge 42) In which state in the United States is M&Ms the most preferred candy?

A) New York B) Georgia C) Massachusetts D) Illinois E) California Answer: E Diff: 3 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge

14 .

43) The availability of ________ has allowed marketers to reallocate resources (e.g. moving inventory around the country and shifting ad expenditures) geographically in order to increase the profitability of brands.

A) scanner data B) topological factors C) linguistic cues D) content analysis E) field observation Answer: A Diff: 3 Skill: Concept LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Reflective thinking 44) Generation Y, Generation X, baby boomers, and seniors are four subcultural segments based on ________.

A) race B) age C) gender D) geographic location E) religion Answer: B Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 45) ________ are examples of subcultural categories based on age.

A) Lower, middle, and upper B) Greek, Italian, and Russian C) Eastern, Southern, and Southwestern D) Female and male E) Teens, Generation Xers, and older Americans Answer: E Diff: 1 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge

15 .

46) Also known as the "Homeland Generation" and "Digital Natives," members of the ________ subculture were born between 1997 and today. A) Generation Z B) Generation Y C) Generation X D) Twixters E) Baby Boomers Answer: A Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior. AACSB: Reflective thinking 47) Also known as "ECHO BOOMERS" and "MILLENNIALS," members of the ________ subculture were born between the years 1980 and 1996.

A) Generation Y B) Twixter C) Generation X D) Baby Boomer E) Seniors Answer: A Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 48) Gen Y individuals are also known as ________.

A) Echo boomers B) Millennials C) both A and B D) Generation X E) none of the above Answer: C Diff: 3 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge

16 .

49) The globally aware, charitable segment of Millennials that is characterized by a belief that they can have an impact on the world and make it better is known as ________.

A) Hip-ennials B) Millennial Moms C) Anti-Millennials D) Gadget Gurus E) Old-School Millennials Answer: A Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 50) The comfort-seeking segment of Millennials that does not buy green products and cares mostly about their businesses and their families is known as ________.

A) Hip-ennials B) Millennial Moms C) Anti-Millennials D) Gadget Gurus E) Old-School Millennials Answer: C Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 51) The independent, self-directed segment of Millennials that would rather meet people in person than online or through text and reads books instead of blogs is known as ________.

A) Hip-ennials B) Millennial Moms C) Anti-Millennials D) Gadget Gurus E) Old-School Millennials Answer: E Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge

17 .

52) Which of the following is true of the Generation X market?

A) Generation X members are especially receptive to being singled out and marketed to.

B) Generation X members value salary over job satisfaction.

C) Generation X members freely accept the values of older coworkers.

D) Baby boomer media does not work for Generation X members.

E) Generation X members are likely to neglect their families while striving to secure higher salaries and career advancement.

Answer: D Diff: 3 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 53) The largest age subculture is the ________ subculture.

A) Generation X B) Twixters C) Generation Y D) Baby Boomer E) Senior Answer: D Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 54) The term ________ refers to the age segment of the population that was born between 1946 and 1964.

A) Generation Y B) Twixter C) Generation X D) Baby Boomer E) Senior Answer: D Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking

18 .

55) Which of the following is true of baby boomers?

A) Baby Boomers are the youngest age cohort in America.

B) Baby Boomers are cynical and do not like to be marketed to.

C) Baby Boomers are consumption oriented.

D) Baby Boomers are set in their ways and unwilling to try new products and services.

E) Echo Boomers are the most sought-after subgroup of Baby Boomers.

Answer: C Diff: 3 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 56) Yuppies are members of the ________ subculture.

A) Generation X B) Baby Boomer C) Senior D) Generation Y E) Tween Answer: B Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 57) The annual discretionary income of seniors amounts to ________ of the net worth of American households.

A) 30% B) 40% C) 50% D) 60% E) 70% Answer: E Diff: 3 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking

19 .

58) What is the longest adult life stage for most consumers?

A) pre-adulthood B) early adulthood C) middle adulthood D) later adulthood E) post-adulthood Answer: D Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 59) Research reveals that for older consumers ________ appears to be more important in determining consumer behavior than ________.

A) cognitive age; chronological age B) generational age; chronological age C) cognitive age; generational age D) chronological age; cognitive age E) generational age; cognitive age Answer: A Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 60) Within cognitive age, ________ is how old one feels.

A) feel age B) look age C) do age D) interest age E) chronological age Answer: A Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking

20 .

61) Within cognitive age, ________ is how similar a person's interests are from those in his or her age group. A) feel age B) look age C) do age D) interest age E) chronological age Answer: D Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior. AACSB: Reflective thinking 62) Which of the following is true of the "elderly"?

A) They are especially knowledgeable and alert customers.

B) They see age as a physical state.

C) They are selectively innovative.

D) They seek new experiences and personal challenges.

E) They feel financially secure.

Answer: B Diff: 3 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 63) Which of the following is true of the "new-age elderly"?

A) They are not innovative.

B) They seek stability and a secure routine.

C) They perceive themselves to be of normal health for their age.

D) They feel life should be dependable and routine.

E) They see themselves as younger than their chronological age.

Answer: E Diff: 3 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge

21 .

64) Which of the following is true of gender roles and consumer behavior? A) Women have traditionally been cast as the providers or breadwinners. B) Men show superior affect and purchase intention toward ads that are verbal and complex. C) Women are prone to such shopping motives as uniqueness and assortment seeking, social interaction, and browsing. D) Women exhibit superior affect and purchase intention toward ads that are comparative, simple, and attribute-oriented. E) Women are less loyal to local merchants than their male counterparts. Answer: C Diff: 2 Skill: Application LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior. AACSB: Application of knowledge 65) In the United States, nearly ________% of women over 16 are in the labor force.

A) 30 B) 50 C) 60 D) 72 E) 81 Answer: C Diff: 3 Skill: Concept LO: on 12.6: To understand the influence of gender, gender identity, and sexual orientation consumer behavior.

AACSB: Reflective thinking 66) When segmenting women who work outside the home, the ________ is single, not necessarily looking for a husband, aspires to luxury brands, uses social networks for image management, and sees a wedding as a party (vs. a ritual).

A) Plan-to-Work Housewife B) Independent Woman C) Just-a-Job Working Woman D) Mom Achiever E) Alpha Goddess Answer: B Diff: 2 Skill: Application LO: on 12.6: To understand the influence of gender, gender identity, and sexual orientation consumer behavior.

AACSB: Application of knowledge

22 .

67) When segmenting women who work outside the home, the ________ has a number of degrees, is trying to evolve an identity that is more than being a wife and a mother, uses clothing and supplemental products to seek prestige beauty, and spends time with children doing things that please both the children and herself. A) Plan-to-Work Housewife B) Independent Woman C) Just-a-Job Working Woman D) Mom Achiever E) Alpha Goddess Answer: D Diff: 2 Skill: Application LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior. AACSB: Application of knowledge 68) When segmenting women who work outside the home, the ________ is older, employed, moneyed, content, open to and responsive to new technologies, watches more TV than other working women, and likes newspaper inserts. A) Plan-to-Work Housewife B) Independent Woman C) Just-a-Job Working Woman D) Mom Achiever E) Alpha Goddess Answer: E Diff: 2 Skill: Application LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior. AACSB: Application of knowledge JONES MINI CASE: Bob Jones is 75 years old, but feels like he's only 60. He enjoys fishing and golf and recently bought a house in North Carolina so that he could be closer to his grandchildren. He and his wife, Shirley, have Internet access in their home and, most recently, used the Internet to purchase a birthday present for their youngest grandchild.

69) In the JONES MINI CASE, 60 is Bob's ________, whereas 75 is Bob's ________. A) chronological age; cognitive age B) cognitive age; generational age C) generational age; cognitive age D) cognitive age; chronological age E) generational age; chronological age Answer: D Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior. AACSB: Application of knowledge

23 .

70) In the JONES MINI CASE, which of the following labels best describes the Joneses? A) traditional elderly B) new-age elderly C) old-old D) stereotypical elderly E) technophobic elderly Answer: B Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior. AACSB: Application of knowledge SMITH MINI CASE: Carl Smith is a 45-year-old Baptist, African American living in Louisiana. He frequently shops at Pinkerton's for items like toothpaste and hair-care products. Pinkerton's is a large store that sells a wide range of products, from jewelry to groceries to lawn mowers. Carl recently received direct-mail advertising from Pinkerton's urging him to purchase his holiday decorations before the season rush starts. 71) In the SMITH MINI CASE, Carl belongs to which of the following age subcultures? A) Generation X B) Twixter C) Generation Y D) Baby boomers E) Seniors Answer: A Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior. AACSB: Application of knowledge 72) In the SMITH MINI CASE, the best way for Pinkerton's to advertise to Carl is through ________.

A) mainstream radio B) television directed specifically toward African Americans C) mainstream television D) mainstream magazines E) radio directed specifically toward African Americans Answer: B Diff: 3 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Application of knowledge

24 .

73) In the SMITH MINI CASE, if Pinkerton's chose to send direct mail with different product features to different consumers based on the region of the country, Pinkerton's would be segmenting on the basis of ________ subculture.

A) racial B) geographic C) ethnic D) religious E) age Answer: B Diff: 2 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge 74) Subcultures adhere to few of the dominant cultural beliefs, values, and behavioral patterns of the larger society of which they are a subset.

Answer: FALSE Diff: 2 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking 75) When Kohler introduced the Elevance Rising Wall Bath, they were targeting an age subculture.

Answer: TRUE Diff: 2 Skill: Application LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Application of knowledge 76) When marketers single-out a particular subculture that they wish to target, they must often modify the product to better meet the needs of the targeted consumers and also change the marketing message to suit the subculture's values and tastes.

Answer: TRUE Diff: 2 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Reflective thinking

25 .

77) Nationality is inconsequential as a subcultural reference that guides what people value and what they buy.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 78) Hispanics have replaced African Americans as the largest minority group in the United States.

Answer: TRUE Diff: 1 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 79) Hispanics tend to be members of smaller families, and are more likely to live in an extended family household.

Answer: FALSE Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 80) The majority of Hispanic Americans speak only Spanish.

Answer: FALSE Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 81) The African American subcultural grouping is best described as a single, undifferentiated market, consisting of consumers who have a uniform set of needs.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

26 .

82) For products of very broad appeal, such as aspirin or toothpaste, African Americans can probably be most effectively reached through mass media.

Answer: TRUE Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 83) Hispanic Americans are the most diverse ethnic group in the United States today.

Answer: FALSE Diff: 2 Skill: Concept LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 84) Asian American consumers value quality, often associating quality with well-known upscale brands.

Answer: TRUE Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 85) Commonly, consumer behavior is directly affected by religion in terms of products that are symbolically and ritualistically associated with the celebration of various religious holidays.

Answer: TRUE Diff: 2 Skill: Concept LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Diverse and multicultural work environments 86) American Jews have higher levels of brand loyalty and word of mouth than non-Jews.

Answer: FALSE Diff: 2 Skill: Application LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Diverse and multicultural work environments

27 .

87) Regional differences in consumption behavior are especially clear when it comes to brand preferences.

Answer: TRUE Diff: 1 Skill: Application LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Application of knowledge 88) Differences in market share across geographic markets may be the result of such factors as the common marketing practice of putting more merchandising dollars behind markets that sell more.

Answer: TRUE Diff: 2 Skill: Concept LO: 12.4: To know about the influence of geographic locations and regional characteristics on consumer behavior.

AACSB: Reflective thinking 89) Baby Boomers are the most diverse American generation ever.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 90) The 21-29 year olds who are part of Generation Y are known as Tweens.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 91) Early adulthood is the longest adult life stage for most consumers.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 92) It is generally accepted that older people's perceptions of their ages are unimportant in determining behavior than their chronological ages.

Answer: FALSE Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking

28 .

93) Hip-ennials believe they can have an impact on the world and make it better, are aware of what's going on globally, give to charity, and search for information regularly.

Answer: TRUE Diff: 3 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 94) For Generation X, enjoying life and having a lifestyle that provides freedom and flexibility is more important than salary.

Answer: TRUE Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 95) Baby Boomers are consumption oriented.

Answer: TRUE Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 96) Feel age, look age, do age and interest age are different dimensions of chronological age.

Answer: FALSE Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking 97) Men show superior affect and purchase intentions toward ads that are verbal, harmonious, complex, and category-oriented.

Answer: FALSE Diff: 3 Skill: Concept LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior.

AACSB: Reflective thinking 98) The needs of married women who work outside the home differ from those of women who do not work outside the home.

Answer: TRUE Diff: 1 Skill: Concept LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior.

AACSB: Reflective thinking

29 .

99) Define the term "subculture." How do subcultures relate to the common culture of the larger society of which subcultures are a part?

Answer: Subculture is defined as a distinct cultural group that exists as an identifiable segment within a larger, more complex society. The members of a specific subculture possess beliefs, values, and customs that set them apart from other members of the same society. These subcultures adhere to most of the dominant cultural beliefs, values, and behavioral patterns of the larger society.

Diff: 2 Skill: Concept LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Diverse and multicultural work environments 100) Provide an example of how a marketer might modify their product and/or its positioning to better meet the needs of targeted consumers and suit the subculture's values and tastes.

Answer: Examples may vary. One example from the text suggests targeting the Hispanic subculture by supplementing English language advertising with ads in Spanish, which are more effective than English ads when targeting the rapidly growing market segment.

Diff: 2 Skill: Application LO: 12.1: To understand the subcultures and consumption globally and within the United States AACSB: Diverse and multicultural work environments 101) How does ancestral pride manifest itself in consumer behavior?

Answer: It manifests itself in the consumption of ethnic foods, travel to homeland, and purchase of cultural artifacts (ethnic clothing, art, music, foreign-language newspapers).

Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments 102) How does consumer behavior change among Hispanic consumers as they acculturate?

Answer: Hispanic consumers have a strong preference for well-established brands and prefer to shop in smaller stores like bodegas. However, as they adopt American customs, most Latinos in the United States buy food in supermarkets and not small stores. Less acculturated, older Latinos may be suspicious of marketers.

Diff: 2 Skill: Application LO: 12.2: To realize the influence of nationality and ethnicity subcultures on consumer behavior.

AACSB: Diverse and multicultural work environments

30 .

103) Why is it of importance to marketers to segment the market according to religious subcultures?

Answer: Consumer behavior is directly affected by religion in terms of products that are symbolically and ritualistically associated with the celebration of various religious holidays.

Christmas, for example, has become the major gift giving season of the year.

Diff: 2 Skill: Application LO: 12.3: To understand the impact of religious affiliations on consumer behavior.

AACSB: Application of knowledge 104) What makes the Baby Boomer market so attractive to marketers?

Answer: Marketers have found Baby Boomers a particularly desirable target audience because: • they are the single largest distinctive age category alive today; • they frequently make important consumer decisions; • they contain small subsegments of trendsetting consumers who have influence on the consumer tastes of other age segments of society.

Diff: 2 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 105) Compare Baby Boomers and Generation Xers in terms of attitudes toward brands and pricequality attitudes.

Answer: Baby Boomers are brand loyal and will buy products that are conspicuously consumed.

They buy to indulge and buy for others.

Generation Xers are against branding and are very price-oriented and concerned about the cost of individual items.

Diff: 3 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Analytical thinking 106) America is aging. What three factors are driving the growth of the elderly population in the United States?

Answer:

• The declining birthrate • The aging of the huge Baby Boomer segment • Improved medical diagnosis and treatment Diff: 1 Skill: Concept LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Reflective thinking

31 .

107) How is the elderly market segmented?

Answer: The elderly market is segmented into three chronological age categories: the young-old span from 65-74 years of age; the old span from 75-84 years of age; and the old-old are those over 85 years old.

The elderly market can also be segmented in terms of motivations and quality of life orientation, and cognitive age (e.g., feel age, do age, interest age, look age, and health age).

Diff: 2 Skill: Application LO: 12.5: To comprehend age and generational influences on consumer behavior.

AACSB: Application of knowledge 108) How is the working-woman market segmented?

Answer: Stay-at-Home Housewives; Plan-to-Work Housewives; Just-a-Job Working Women, who tend to work because they need the extra income; and Career-Oriented Women, who tend to be managerial and professional. Just-a-Job Working Women are motivated to work for additional income, while Career-Oriented Women tend to be in managerial or professional positions and are driven more by a need to achieve and succeed in their chosen careers.

Another segmentation strategy segments working women into three segments, the Independent Woman, the Mom Achiever, and the Alpha Goddess. The Independent Woman is single, not necessarily looking for a husband; has a media income of about $33K and is a college graduate; lives alone and has put marriage and children on hold; wants to get married and have a child, but may have the child first; sees a wedding as a party instead of a ritual; aspires to buy luxury brands/has strong brand affiliation; uses social networks for image management; likes fashion and brand names; and uses her cell phone for communications rather than a computer. The Mom Achiever is a mom that works; has a number of degrees; is 35-45; has a median income of $75K; is driven in terms of bringing managerial skill to managing her home life; uses Parenting.com for insights and strategies; is white or Asian; is trying to evolve an identity that is more than being a wife and a mother; seeks prestige beauty in clothing and supplemental products; is on the computer for a long stretch of time; and spends time with children doing things that please both the children and herself. The Alpha Goddess is older, employed, moneyed and content; has a median income of $69K; is open and responsive to new technologies and is a smartphone enthusiast; watches more TV than do other age segments; surfs the Internet and shops online; likes newspaper inserts; and is an innovator/venturesome shopper.

Diff: 2 Skill: Concept LO: 12.6: To understand the influence of gender, gender identity, and sexual orientation on consumer behavior.

AACSB: Reflective thinking

32 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 13 Cross-Cultural Consumer Behavior: An International Perspective 1) ________ are brands that hold significant market share in their home country as well as other countries.

A) Local brands B) Global brands C) Hybrid brands D) Customized brands E) Intra-cultural brands Answer: B Diff: 1 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Reflective thinking 2) Apple is not about products. Apple is a kind of thinking, a certain set of values, and an unmistakable human touch that pervades everything Apple does, which is why our connections to the brand transcends commerce. This would make Apple a(n) ________.

A) local brand B) hybrid brand C) global brand D) customized brand E) intra-cultural brand Answer: C Diff: 1 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge 3) ________ are brands that hold significant market share in their home country as well as other countries.

A) Diverse brands B) International brands C) Global brands D) Comprehensive brands E) Local brands Answer: C Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Reflective thinking

1 .

4) ________ is defined as determining the extent to which consumers of two or more nations are similar or different.

A) Psychological analysis B) Social analysis C) Comparison analysis D) Subculture analysis E) Cross-cultural analysis Answer: E Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Reflective thinking 5) Which of the following is NOT a factor in cross-cultural analysis?

A) differences in language and meaning B) differences in market segmentation opportunities C) differences in consumption patterns D) differences in the perceived benefits of products and services E) All of the above are factors in cross-cultural analysis.

Answer: E Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Reflective thinking 6) The objective of understanding cross-cultural differences is to ________.

A) develop effective targeted marketing strategies to use in each foreign market of interest B) be informed as good citizens C) fulfill a societal marketing aspect D) be considered a global company E) fulfill their social responsibilities Answer: A Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge

2 .

7) A(n) ________ analysis is a form of marketing research that examines the differences and similarities among consumer in different countries.

A) diverse B) international C) cross-cultural D) comprehensive E) localized Answer: C Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Reflective thinking 8) A company that is customizing both the product and the communications program for each unique market is using a(n) ________ marketing strategy.

A) confused B) global C) multinational D) local E) intranational Answer: D Diff: 3 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Diverse and multicultural work environments 9) Which of the following is NOT a characteristic of collectivists relative to individualists?

A) They attach more importance to explicit and implicit promises and third parties.

B) They rely more on word-of-mouth.

C) They prefer trusted, familiar sources when forming expectations.

D) They attribute less responsibility to themselves for good and bad outcomes to buying decisions.

E) They are more responsive to social influence.

Answer: A Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments

3 .

10) Which of the following is a collectivist country?

A) United States B) United Kingdom C) Singapore D) Australia E) Canada Answer: C Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 11) When do some global airlines target upscale business travelers from different countries and cultures similarly?

A) when the nations differ widely B) when the nations have different beliefs C) when the nations have different values D) when they share the same needs E) when the nations have different customs Answer: D Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 12) Acculturation is the process by which marketers learn about the ________.

A) differences in language and meaning B) differences in marketing research possibilities C) differences in consumption patterns D) values, beliefs, and customs of other countries E) differences in economic and social conditions and family structure Answer: D Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge

4 .

13) When characterizing "consumer style," or how a consumer approaches the purchase and consumption experience, German consumers were more ________ and less ________ than their counterparts from the United States, the United Kingdom and France.

A) price sensitive; brand-loyal B) brand-loyal; price sensitive C) likely to seek variety; likely to seek information D) brand-loyal; likely to seek variety E) likely to seek variety; brand-loyal Answer: A Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 14) Cross-cultural studies should address willingness to buy foreign-made products, which is also known as ________.

A) acculturation B) ethnic self-identification C) national self-identification D) ethnocentrism E) consumption culture Answer: D Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 15) American consumers who preferentially select products made in the USA demonstrate high ________.

A) cultural homogeneity B) national heritage C) belief structure D) international view E) consumer ethnocentrism Answer: E Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge

5 .

16) A study that investigated the interrelationship between consumers' attitudes toward local and global products identified all of the following relevant dimensions for measuring attitudes EXCEPT ________.

A) entertainment B) furnishings C) acculturation D) food E) lifestyles Answer: C Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 17) The personal cultural orientation that questions whether the consumer avoids talking to strangers and prefers a routine is ________.

A) risk aversion B) interdependence C) power D) social inequality E) masculinity Answer: A Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 18) The personal cultural orientation that questions whether a person's social status reflects his or her place in the society and whether it is important for everyone to know their rightful place in society is ________.

A) Risk Aversion B) Interdependence C) Power D) Social Inequality E) Masculinity Answer: D Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments

6 .

19) The personal cultural orientation that questions whether the well-being of group members is important for the individual and whether the individual feels good when s/he cooperates with group members is ________. A) Risk Aversion B) Interdependence C) Power D) Social Inequality E) Masculinity Answer: B Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries. AACSB: Diverse and multicultural work environments 20) To overcome a narrow and culturally myopic view, marketers must go through a(n) ________ process. A) acculturation B) enculturation C) proculturation D) adculturation E) novoculturation Answer: A Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 21) Acculturation is a dual learning process. What is the first step? A) Marketers must teach the members of the society to break with their traditions.

B) Marketers must learn everything that is relevant to the product and product category in the society they plan to market. C) Marketers must devise promotional strategies that will change attitudes. D) Marketers must develop a strategy that encourages members of society to modify their traditions. E) Marketers much teach the members of the society to adopt a new product. Answer: B Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries. AACSB: Diverse and multicultural work environments

7 .

22) One of the challenges associated with conducting consumer research studies in other countries is ________.

A) it is illegal to stop people on the streets in some countries B) gatherings of four or more people (with the exception of family and religious gatherings) are outlawed in some countries C) surveys that ask personal questions arouse suspicion in some countries D) scales of measurement are not adequate in some countries E) all of the above Answer: E Diff: 2 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge 23) Because McDonald's is a firm that tries to localize its advertising and other marketing communications to consumers in each of the cultural markets in which it operates, it is characterized as using a ________.

A) global marketing strategy B) hybrid strategy C) multinational strategy D) local marketing strategy E) none of the above Answer: D Diff: 3 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 24) In Taiwan, when the translation of the Pepsi slogan, "Come alive with the Pepsi Generation" translated to mean "Pepsi will bring your ancestors back from the dead" in Taiwan, it was an example of a(n) ________.

A) product adaptation B) legal barrier C) collectivistic appeal D) individualistic appeal E) linguistic barrier Answer: E Diff: 1 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge

8 .

25) One study of American and Thai consumers discovered that the persuasive ability of comparative ads was related to two personality traits: ________ and need for cognition.

A) self-construal B) interdependence C) submissiveness D) dogmatism E) stability Answer: A Diff: 2 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Diverse and multicultural work environments 26) ________ refers to the fact that consumers view global brands as a cultural ideal and their purchase and use makes the consumer feel like a citizen of the world and gives them an identity.

A) Quality signal B) Country of origin C) Global myth D) Global branding E) Social responsibility Answer: C Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments 27) ________ refers to the fact that consumers believe the more people who purchase a brand, the higher the brand's quality and that consumers believe global brands develop new products and technologies faster than local brands.

A) Quality signal B) Country of origin C) Global myth D) Global branding E) Social responsibility Answer: A Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments

9 .

28) The study that identified intra-country segments with respect to how a country's citizens view global brands characterized ________ as the individuals who use a company's global success as an indication of product quality and innovativeness, and are concerned that a firm acts in a socially responsible manner.

A) Global Citizens B) Global Dreamers C) Antiglobals D) Global Agnostics E) Global Zealots Answer: A Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments 29) The study that identified intra-country segments with respect to how a country's citizens view global brands characterized ________ as the individuals who evaluate global brands the same way they evaluate local brands.

A) Global Citizens B) Global Dreamers C) Antiglobals D) Global Agnostics E) Global Zealots Answer: D Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments 30) The study that identified intra-country segments with respect to how a country's citizens view global brands characterized ________ as the individuals who view global brands as quality products and are not particularly concerned about the social responsibility issue.

A) Global Citizens B) Global Dreamers C) Antiglobals D) Global Agnostics E) Global Zealots Answer: B Diff: 2 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments

10 .

31) What is probably the most challenging factor facing companies that are expanding internationally?

A) linguistic differences B) localizing product attributes C) use of local models D) using local music E) using local advertising settings Answer: A Diff: 2 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Reflective thinking 32) A ________ marketing strategy involves selling the same product using the same positioning approach and communications globally.

A) local B) national C) restricted D) global E) mixed Answer: D Diff: 1 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Reflective thinking 33) A ________ marketing strategy customizes both its product and communications program for each unique market.

A) local B) national C) restricted D) global E) mixed Answer: A Diff: 1 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Reflective thinking

11 .

34) There are four possible global marketing strategies, one of which is a global strategy, which involves offering ________.

A) a standardized product and a customized message B) a standardized product and a standardized message C) a customized pricing strategy and a standardized message D) a customized product and a standardized message E) a customized product and a customized message Answer: B Diff: 3 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Reflective thinking 35) There are four possible global marketing strategies, one of which is a local strategy, which is offering ________.

A) a standardized product and a customized message B) a standardized product and a standardized message C) a customized product and a standardized message D) a customized product and a customized message E) a standardized pricing strategy and a customized product Answer: D Diff: 3 Skill: Concept LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Reflective thinking 36) When Snapple failed to reduce the level of sweetness before offering it to the Japanese market, sales came in significantly below anticipated levels. This is an example of failure due to which of the following three P's?

A) Placement B) Pricing C) Promotion D) Product E) People Answer: D Diff: 1 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge

12 .

37) Using different colors to package products that are being sold in foreign countries is a way to overcome failure due to ________ problems.

A) product B) pricing C) distribution D) promotional E) consumption Answer: A Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 38) Which company used a localized strategy based on online speed connectivity, because in some countries, consumers with a 2G phone might see an ad with an image, but others with a higher speed phone could see a video ad?

A) Facebook B) Verizon C) Spring D) Google E) Quora Answer: A Diff: 2 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 39) Which brand is an example of a firm that tries to localize its advertising and other marketing communications to consumers in each of the cultural markets in which it operates?

A) Coca-Cola B) McDonald's C) Disney D) Google E) Nike Answer: B Diff: 2 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge

13 .

40) Which company's global campaign highlighted its hardships that its brand faced since its introduction in Cuba in 1862 – prohibition in the United States and an earthquake in 1932 that destroyed its facilities?

A) Coca-Cola B) Domino's Sugar C) Hilton Hotels D) Bacardi E) Nike Answer: D Diff: 2 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 41) Why are firms selling their products all over the world?

A) Overseas markets represent an important opportunity for growth when home markets reach maturity.

B) Trade agreements require all companies operating within the agreement nations to have a global plan.

C) Companies fear competition from "me too" products elsewhere.

D) Companies want to gain new production and marketing ideas.

E) Companies seek to take advantage of lower labor costs.

Answer: A Diff: 3 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Diverse and multicultural work environments 42) Which country has the highest gross income?

A) Greece B) United States C) India D) Norway E) China Answer: D Diff: 1 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Diverse and multicultural work environments

14 .

43) By 2025, which country will have the largest middle class?

A) China B) India C) Western Europe D) the United States E) Russia Answer: A Diff: 2 Skill: Application LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Application of knowledge 44) Many marketers, finding their home markets to be nearing the saturation point in terms of sales opportunities, are looking to the growing ________ in developing countries to expand their sales.

A) lower class B) working class C) middle class D) wealthy class E) upper class Answer: C Diff: 3 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Reflective thinking 45) Which of the following is true of the middle class in emerging markets?

A) Companies can expect middle-class consumers worldwide to earn roughly the same income.

B) Middle-class consumers in less-developed nations often cannot afford to pay as much for a product as consumers in the more advanced economies do.

C) The majority of the global middle class lives in developed nations.

D) Only one-third of people living in developing countries are literate.

E) The emerging middle class constitutes the highest percentage of the total country population in Mexico.

Answer: B Diff: 3 Skill: Application LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Application of knowledge

15 .

46) The reason that many products fail when marketed in a foreign country is ________.

A) many companies do not insure their products against theft B) many companies assume that if a product is a success domestically, it will be accepted anywhere C) marketers do not go through enough enculturation education D) marketers' use of localized marketing strategies negatively influence consumer preferences E) country of origin effects Answer: B Diff: 3 Skill: Application LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Application of knowledge 47) In the Japan-VALS framework, primary motivations include ________.

A) tradition, achievement, self-expression B) ideals, achievement, self-expression C) ideals, self-confidence, intelligence D) tradition, self-confidence, leadership skills E) energy, self-confidence, self-expression Answer: A Diff: 2 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 48) Which of the following global consumer market segments is young in age and outlook?

A) strivers B) devouts C) fun seekers D) creatives E) intimates Answer: C Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments

16 .

49) Which of the following global consumer market segments is known for seeking knowledge and insight, and having a keen interest in books and new media?

A) strivers B) devouts C) fun seekers D) creatives E) intimates Answer: D Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 50) Which of the following global consumer market segments considers material things to be extremely important?

A) strivers B) devouts C) fun seekers D) creatives E) intimates Answer: A Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 51) Which of the following global consumer market segments is most focused on social relationships and family?

A) strivers B) devouts C) fun seekers D) creatives E) intimates Answer: E Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments

17 .

52) Which of the following global consumer market segments is responsible, respectful, and conservative?

A) strivers B) devouts C) fun seekers D) creatives E) intimates Answer: B Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 53) Which of the following global consumer market segments is unselfish in their concern for others, society, and the future?

A) strivers B) devouts C) altruists D) creatives E) intimates Answer: C Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments

18 .

CLOTHING MINI CASE Outer Limits Outfitters is a Swiss company that makes clothes for skiing and snowboarding. The company produces standardized lines of clothing for sale at its retail outlets worldwide. In Switzerland, Outer Limits' advertising portrays the company as a distinctly Swiss brand. In other countries, however, it creates localized advertising, using local actors and local scenery. Outer Limits also makes substantial donations to regional natural preservation charities in its various markets because it knows that natural conservation is very important to its core consumers.

54) In the CLOTHING MINI CASE, Outer Limits Outfitters would be considered a(n) ________.

A) global brand B) acculturated brand C) subsidiary brand D) national brand E) local brand Answer: A Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge 55) In the CLOTHING MINI CASE, the majority of Outer Limits' consumers fall into the ________ consumer segment.

A) Global Citizens B) Global Dreamers C) Global Indifferents D) Antiglobals E) Global Agnostics Answer: A Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge

19 .

56) In the CLOTHING MINI CASE, the success of Outer Limits clothing abroad is most clearly attributable to ________. A) quality signal B) social responsibility C) international prestige D) global myth E) cross-cultural analysis Answer: D Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries. AACSB: Application of knowledge 57) In the CLOTHING MINI CASE, Outer Limits' marketing strategy would be best described as ________.

A) global B) hybrid C) homogenous D) local E) individualistic Answer: B Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge CRAFT MINI CASE: Global Craft is an importer of crafts from Indian and African artisans to the United States. The company broadcasts a standardized advertising campaign nationwide emphasizing the fair price that it pays for the crafts that it imports, supporting rather than exploiting these craftsmen. Its advertising also serves to introduce American consumers to international craft products to which they may not have been already introduced.

58) In the CRAFT MINI CASE, Global Craft capitalizes on its reputation for ________ to promote the products it imports.

A) social responsibility B) global myth C) quality signaling D) prestige E) value Answer: A Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge 20 .

59) In the CRAFT MINI CASE, Global Craft's advertising strategy would be best described as ________.

A) heterogeneous B) localized C) individualized D) value-driven E) standardized Answer: E Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge 60) In the CRAFT MINI CASE, the majority of Global Craft's consumers fall into the ________ consumer segment.

A) Global Citizens B) Global Dreamers C) Global Indifferents D) Antiglobals E) Global Agnostics Answer: A Diff: 3 Skill: Application LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Application of knowledge

21 .

COLA MINI CASE: Fizzy Cola is a manufacturer of sodas that has come to be regarded as a symbol of American values and society and has traditionally supplied beverages to the United States Armed Forces. Given that Islamic law prohibits the consumption of alcohol, Fizzy Cola sees a huge market potential for its refreshing, non-alcoholic beverages in the Middle East. Due to current geopolitical conditions, however, marketing Fizzy Cola as a symbol of America is unlikely to be a successful marketing approach with Muslim consumers in the Middle East. As a result, Fizzy Cola plans to tailor its marketing message to the specific needs and values of the potential markets in the Middle East. Market research, however, has been hindered by laws in the area, especially in Saudi Arabia, where gatherings of more than four people are illegal, making focus group research a near impossibility.

61) In the COLA MINI CASE, Fizzy Cola plans to use a(n) ________ marketing strategy to reach customers in the Middle East.

A) local B) global C) international D) homogeneous E) uniform Answer: A Diff: 2 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 62) In the COLA MINI CASE, marketers of Fizzy Cola must undergo a process of ________ in order to recognize the relevant factors pertaining to the usage of its products in the Middle East.

A) enculturation B) acculturation C) proculturation D) novoculturation E) adculturation Answer: B Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge

22 .

63) In the COLA MINI CASE, Fizzy Cola's marketing research difficulties arise from which of the following basic research issues in cross-cultural analysis?

A) differences in consumption patterns B) differences in economic and social conditions C) differences in market segmentation opportunities D) differences in language and meaning E) differences in marketing research possibilities Answer: E Diff: 3 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 64) In the COLA MINI CASE, Islamic law prohibits the consumption of alcohol, leading to a relative increase in the consumption of soft drinks by Muslims in the Middle East. This is an example of ________.

A) differences in consumption patterns B) differences in economic and social conditions C) differences in market segmentation opportunities D) differences in language and meaning E) differences in marketing research possibilities Answer: A Diff: 3 Skill: Application LO: 13.3: To understand localization and standardization of products and promotions.

AACSB: Application of knowledge 65) Cross-cultural analysis determines the extent to which the consumers of two or more nations are similar or different.

Answer: TRUE Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Reflective thinking 66) Marketers should observe differences in language and meaning, differences in market segmentation opportunities, and differences in consumption patterns, among others, when they conduct cross-cultural analysis.

Answer: TRUE Diff: 1 Skill: Concept LO: 13.1: To understand how cultural values and customs impact the buying patterns of consumers in other countries.

AACSB: Diverse and multicultural work environments

23 .

67) China and Singapore are collectivistic cultures.

Answer: TRUE Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 68) German consumers were less brand loyal, more price-sensitive, and least likely to seek variety in products, and did not consider themselves impulsive shoppers.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 69) Some marketers have been able to create a multicultural mosaic for their brand that can appeal across national boundaries.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 70) U.S. consumers are more likely to seek new and different products than French and German consumers.

Answer: TRUE Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 71) The analyses of the extent consumers of two or more nations are similar or different provides marketers with an understanding of the psychological, social, and cultural characteristics of the foreign consumers they wish to target, so that they can design effective marketing strategies for the specific national markets involved.

Answer: TRUE Diff: 1 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments

24 .

72) A firm's success in marketing a product or service in a number of foreign countries is likely to be influenced by how similar the beliefs, values, and customs are that govern the use of the product in the various countries.

Answer: TRUE Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 73) Products are viewed in the same way in all countries.

Answer: FALSE Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 74) Teenagers appear to have quite similar interests, desires, and consumption behavior no matter where they live.

Answer: TRUE Diff: 3 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Reflective thinking 75) Global brands are viewed differently than local brands, and consumers worldwide associate global brands with three characteristics: quality signal, global myth, and social responsibility.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 76) Consumers believe that the more people who purchase a brand, the higher the brand's quality, which often results in a global brand being able to command a premium price.

Answer: TRUE Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 77) Consumers worldwide believe that local brands develop new products and breakthrough technologies at a faster pace than global brands.

Answer: FALSE Diff: 3 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 25 .

78) There are four major segments in each country with respect to how its citizens view global brands. These include: global citizens, global dreamers, antiglobals, and global agnostics.

Answer: TRUE Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 79) U.K. consumers are highly brand loyal and targeting them should focus on special deals and discounts in order to reinforce their loyalty.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 80) Consumers are more responsive when advertising content is adapted to their local needs.

Answer: TRUE Diff: 1 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 81) Local adaptation of marketing material only involves translating web pages into the local language.

Answer: FALSE Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 82) Young Europeans are now avoiding American fashions.

Answer: FALSE Diff: 1 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Diverse and multicultural work environments 83) Japanese consumers have been abandoning their loyalty to expensive, premium grade homegrown rice in favor of cheaper alternatives from China, Australia, and the United States.

Answer: TRUE Diff: 3 Skill: Application LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Application of knowledge

26 .

84) Equality is more important to Creatives than it is to all teens, in general.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Diverse and multicultural work environments 85) Public image is more important to Creatives than it is to all teens, in general.

Answer: FALSE Diff: 2 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Diverse and multicultural work environments 86) Teenagers appear to want the same types of products, regardless of which nation they call home, if the products are trendy, entertaining, and image oriented.

Answer: TRUE Diff: 2 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 87) The largest of the six global consumer market segments are the Altruists.

Answer: FALSE Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 88) Strivers are dedicated to technology, knowledge, and learning, and are the highest consumers of media.

Answer: FALSE Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments

27 .

89) Intimates are consumers focused on relationships close to home, such as spouses, significant others, family, and friends.

Answer: TRUE Diff: 3 Skill: Concept LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Diverse and multicultural work environments 90) What is the motivation for firms to sell their products worldwide?

Answer: Firms are selling their products worldwide for a variety of reasons. First, with the buildup of "multinational fever" and the general attractiveness of multinational markets, products or services originating in one country are increasingly being sought out by consumers in other parts of the world. Second, many firms have learned that overseas markets represent the single most important opportunity for their future growth when their home markets reach maturity.

Consumers all over the world are increasingly eager to try foreign products that are popular in different and far-off places.

Diff: 2 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge 91) Label and describe the "coolest" teens as identified by the World Global Teen Study.

Answer: The "coolest" teens, Creatives, were found in all of the 13 countries examined in the research. The Creatives represent about 30 percent of all teenagers, and are especially numerous in Western Europe (some 23 percent of U.S. teens are Creatives). Creatives value freedom, honesty, equality, learning, preserving the environment, creativity, and curiosity more than all other teens. They value public image, status, wealth, looking good, traditional gender roles and faith less than all other teens.

Diff: 2 Skill: Application LO: 13.4: To understand how to evaluate global marketing prospects.

AACSB: Application of knowledge

28 .

92) How has the growth of the middle class in developing countries impacted marketers?

Answer: The growing middle class in developing countries is a phenomenon that is very attractive to global marketers who are often eager to identify new customers for their products. This expansion of the middle class is based on the reality that, although per capita income may be low, there is nevertheless considerable buying power in such countries. These consumers in less developed nations, however, often cannot afford to pay as much for a product as consumers in more advanced economies. Nevertheless, the rapid expansion of middle class consumers over the past 50 years has attracted the attention of many marketers, who are finding their home markets to have reached the saturation point in terms of sales opportunities. Ultimately, more consumer goods are sold each year because of the growth of the world's middle class population, and a marketer would do well to focus more on the emerging middle class in other nations than on people who cannot afford to buy its products in its home market. Diff: 3 Skill: Concept LO: 13.4: To understand how to evaluate global marketing prospects. AACSB: Diverse and multicultural work environments 93) What is acculturation and how does it affect marketers? Answer: Acculturation is learning about other cultures. Marketers need to be educated about other cultures before entering foreign countries in order not to make the wrong assumptions about what is going to be a successful product versus what might fail. Diff: 1 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries. AACSB: Diverse and multicultural work environments 94) In a sense, cross-cultural acculturation is a dual process for marketers.

How does this dual process work? Give an example. Answer: In a sense, cross-cultural acculturation is a dual process for marketers. First, marketers must thoroughly orient themselves to the values, beliefs, and customs of the new society to appropriately position and market their products. Second, to gain acceptance for a culturally new product in a foreign society, they must develop a strategy that encourages members of that society to modify or even break with their own traditions. For example, a social marketing effort designed to encourage consumers in developing nations to secure polio vaccinations for their children would require marketers to obtain an in-depth picture of a society's present attitudes and customs with regard to preventative medicine, then devise promotional strategies that will convince members of a target market to have their children vaccinated, even if doing so requires a change in current attitudes. Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries. AACSB: Application of knowledge

29 .

95) What are three of the issues that might deter researchers from conducting marketing research in foreign countries?

Answer: Students may select any three of the following basic research issues in cross-cultural analysis: • Differences in language and meaning: words or concepts may not mean the same things in two different countries • Differences in market segmentation opportunities: the income, social class, age, and sex of target customers may differ dramatically between two different countries • Differences in consumption patterns: two countries may differ substantially in the level of consumption or use of products or services • Differences in the perceived benefits of products and services: two nations may use or consume the same product in very different ways • Differences in the criteria for evaluating products and services: the benefits sought from a service may differ from country to country • Differences in economic and social conditions and family structure: the "style" of family decision making may vary significantly from country to country • Differences in marketing research and conditions: the types and quality of retail outlets and direct-mail lists may vary greatly among countries • Differences in marketing research possibilities: the availability of professional consumer researchers may vary considerably from country to country Diff: 3 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 96) Do all consumers, internationally, respond similarly to brand extensions from global brands?

Answer: Just because a brand may be global in character does not mean that consumers around the world will necessarily respond similarly to a brand extension. Consumer acceptance of brand extensions depends on cultural perceptions of brands and how the extension fits into that perception. For example, Eastern culture consumers think about brands in a holistic way and are more apt to judge there to be a reasonable fit between a brand extension and the core product than are Westerners, who have a more analytic style of thinking that focuses on the attributes or parts of objects.

Diff: 3 Skill: Application LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Application of knowledge

30 .

97) What are the possible multinational marketing strategies with regard to standardization and localization?

Answer: When going into foreign markets, we have the option of complete standardization, where we use a uniform product and a uniform message. On the opposite end, we can modify both the product and the message to accommodate the foreign customer. There are two other options, which are using a mixed strategy of either modifying the message or the product, but not both.

Diff: 3 Skill: Concept LO: 13.2: To understand how to research the cultures of consumers in other countries.

AACSB: Diverse and multicultural work environments 98) How is the Japan-VALS framework used? How does the Japan-VALS framework segment consumers?

Answer: Businesses use the Japan-VALS framework to monitor Japan's consumer environment, generate new product ideas, segment Japanese consumers into potential target markets, differentiate brands, and develop effective pricing, distribution, and promotional strategies. The Japan-VALS segments stem from consumers' primary motivations and degree of innovativeness, where innovativeness is measured as attitudes towards social change. Primary motivations include tradition, achievement, and self-expression.

Diff: 2 Skill: Application LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Application of knowledge 99) Roper Starch Worldwide conducted a major multinational study and found out that most of the world can be segmented into six major segments. Talk about two of those segments.

Answer: Students may discuss any two of the following: Strivers (23%): Value wealth, status, ambition, and power. They consider material things to be extremely important. Devouts (22%): Have more traditional values, like faith, duty, obedience, and respect for elders. Least involved with the media and least likely to want Western brands. Concentrated in Mideast, Africa, and Asia. Altruists (18%): Very outer focused – interested in social issues and causes. Generally well educated, older, and more female than the norm. Found in Russia and Latin America. Intimates (15%): These are "people people," and focus on relationships close to home. Often found in England, Hungary, the Netherlands, and the United States. Very heavy users of media, as it gives them something to talk about to others. Fun Seekers (12%): The youngest group. They value adventure, pleasure, and looking good, and spend time at bars, clubs, and restaurants. The group loves electronic media and is more global in its lifestyle, especially in music. Creatives (10%): Dedicated to technology, knowledge, and learning, and are the highest consumers of media, especially books, magazines, and newspapers. Members of this group are global trendsetters in owning and using a PC and in surfing the web.

Diff: 3 Skill: Application LO: 13.5: To understand the applications of psychographics in targeting consumers in other countries.

AACSB: Application of knowledge 31 .

Consumer Behavior, 12e, Global Edition (Schiffman/Wisenblit) Chapter 14 Consumer Decision Making and Diffusion of Innovations 1) A ________ is the selection of an option from two or more alternative choices.

A) mood B) decision C) gift D) consumer model E) none of the above Answer: B Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 2) Purchasing a diamond represents ________ because consumers buy diamonds infrequently and have no established criteria for evaluating them.

A) impulse purchase behavior B) limited problem solving C) habitual purchase behavior D) routinized response behavior E) extensive problem solving Answer: E Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 3) Kathleen Elizabeth has a sudden urge she couldn't resist to buy a new purse; she was engaging in ________.

A) unplanned buying B) point of purchase stimuli C) impulse buying D) none of the above Answer: C Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge

1 .

4) The ________ process includes three components: input, process, and output.

A) consumer decision-making B) routinized response C) family branding D) impulse purchase E) consumer complexity Answer: A Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 5) Extensive problem solving, limited problem solving, and routinized response behavior are three specific levels of ________.

A) conjunctive decision rules B) economic problem solving C) affect referral rules D) gifting behavior E) consumer decision making Answer: E Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 6) The first stage in the consumer decision-making process is ________.

A) information search B) evaluation of alternatives C) need recognition D) product choice E) none of the above Answer: C Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

2 .

7) A consumer is most likely to use ________ when buying an expensive, important, or technically complicated product or service for the first time. A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: A Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 8) A consumer is most likely to use ________ when purchasing a new, updated version of something that he or she has purchased before, such as replacing an old laptop with a new one.

A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: C Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 9) In cases of ________, the consumer needs a great deal of information to establish a set of criteria on which to judge specific brands and a correspondingly large amount of information concerning each of the brands to be considered.

A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

3 .

10) In cases of ________, consumers have already established the basic criteria for evaluating the product category and the various brands in the category, but have not fully established preferences concerning a select group of brands. A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: C Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 11) Martin needs a new hybrid-electric car that can seat four people comfortably and has a trunk that will hold a set of golf clubs, but isn't sure which brand of hybrid-electric car would be best.

Martin's is a case of ________.

A) habitual problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: C Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 12) In cases of ________, consumers have experience with the product category and a wellestablished set of criteria with which to evaluate the brands they are considering.

A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: E Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

4 .

13) Maria needs a new pair of jeans. She knows that pants from American Eagle, in size 10, tend to fit her very well in the waist and hips and are long enough, so she goes to American Eagle and picks up a pair. Maria's is a case of ________. A) extensive problem solving B) economic problem solving C) limited problem solving D) passive problem solving E) routinized response behavior Answer: E Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 14) A firm's marketing activities that attempt to reach, inform, and persuade consumers to buy and use its products are ________. A) policy factors B) output factors C) process factors D) marketing inputs E) sociocultural inputs Answer: D Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 15) A product's package, guarantees, mass-media advertising for the product, direct marketing for the product, and the selection of distribution channels to move the product from the manufacturer to the consumer are examples of ________. A) policy factors B) output factors C) process factors D) marketing inputs E) sociocultural inputs Answer: D Diff: 1 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge

5 .

16) Comments of a friend, an editorial in the newspaper, and usage of a product by a family member are examples of ________. A) policy factors B) output factors C) process factors D) marketing inputs E) sociocultural inputs Answer: E Diff: 1 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 17) The ________ component of the consumer decision-making model draws on external influences as sources of information about a particular product that influence a consumer's product-related values, attitudes, and behavior. A) marketing mix B) output C) decision D) input E) emotional Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 18) Within the context of the model of consumer decision making, the marketing mix activities of organizations and non-marketing sociocultural influences are the ________ factors. A) cognitive B) output C) decision D) input E) emotional Answer: D Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge

6 .

19) Within the context of the model of consumer decision making, a firm's ________ activities are a direct attempt to reach, inform, and persuade consumers to buy and use its products. A) marketing mix B) output C) decision D) input E) sociocultural environment Answer: A Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 20) The consumer's experience with a product plays a major role in the ________ stage of the model of consumer decision making.

A) input B) process C) trial D) output E) decision Answer: B Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 21) Within the context of the model of consumer decision making, the ________ include the unwritten codes of conduct that indicate which consumption behavior should be considered "right" or "wrong."

A) marketing mix B) output C) decision D) input E) sociocultural influences Answer: E Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

7 .

22) The ________ component of the consumer decision-making model is concerned with how consumers make decisions.

A) process B) output C) decision D) input E) emotional Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 23) Within the context of the model of consumer decision making, the ________ represents the internal influences that affect consumers' decision-making processes.

A) marketing mix B) prepurchase search C) decision D) evaluation of alternatives E) psychological field Answer: E Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 24) Within the context of the model of consumer decision making, ________ is likely to occur when a consumer is faced with a "problem."

A) marketing mix B) prepurchase search C) need recognition D) evaluation of alternatives E) psychological field Answer: C Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

8 .

25) Chaz is tired of lugging around a digital camera on location site visits as he tries to identify potential retail properties, so he decides to buy a new cell phone with a high quality digital camera. The desire for the new camera was prompted by ________. A) marketing mix B) prepurchase search C) need recognition D) evaluation of alternatives E) psychological field Answer: C Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 26) John has decided that he needs to switch cellular service providers because his cell phone doesn't work in his new apartment. Within the context of the model of consumer decision making, this is an example of ________ need recognition.

A) hypothetical state B) actual state C) desired state D) avoidance state E) psychological state Answer: B Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 27) Beth is tired of carrying around a cumbersome CD player and a heavy collection of CDs so she to can listen to her music on-the-go, and so has decided to convert her CD music collection MP3 and buy an iPod. This is an example of ________ need recognition.

A) hypothetical state B) acquired state C) desired state D) avoidance state E) psychological state Answer: C Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge

9 .

28) When a product fails to perform satisfactorily, it triggers ________ need recognition.

A) hypothetical state B) actual state C) desired state D) avoidance state E) psychological state Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 29) ________ begins when a consumer perceives a need that might be satisfied by the purchase and consumption of a product.

A) Marketing mix B) Pre-purchase search C) Need recognition D) Evaluation of alternatives E) Psychological field Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 30) Past experience is considered a(n) ________ source of information.

A) irrelevant B) risky C) external D) internal E) limited Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

10 .

31) Friends, neighbors, coworkers, and salespeople are considered ________ prepurchase information sources.

A) impersonal B) evoked C) independent D) network E) external Answer: E Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 32) Newspaper or magazine articles, direct-mail brochures, and websites are considered ________ pre-purchase information sources.

A) external B) evoked C) independent D) network E) personal Answer: A Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 33) In high risk situations, consumers are likely to engage in complex and extensive ________.

A) information search B) need recognition C) routinized behavior D) psychological field reorganization E) self-assessment Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

11 .

34) Which of the following is an important form of external information?

A) memories B) past experience C) shopping D) heuristics E) knowledge Answer: C Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 35) External search effort associated with purchase is greatest when ________.

A) consumers have high product category knowledge B) consumers do not care about the purchase C) the purchase situation is low-risk D) product category knowledge is low E) subjective knowledge is high Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 36) According to a study of external search effort associated with different product categories, as search effort increased, consumer attitudes toward shopping became more ________ and ________ time was made available for shopping.

A) negative; more B) negative; less C) positive; more D) positive; less E) negative; the same amount of Answer: C Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Analytical thinking

12 .

37) A study of ________ suggests postpurchase dissonance results from unsuccessful prepurchase search.

A) search frustration B) out-of-stock situations C) discretionary search D) search regret E) cognitive challenges Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 38) Which of the following is NOT a factor that increases prepurchase search?

A) high price B) short periods of time between successive purchases C) no past experience D) a socially visible product E) high product involvement Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 39) ________ is the number of alternatives and the amount of information available for each alternative.

A) Information organization B) Psychological field C) External source D) Time constraint E) Task complexity Answer: E Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

13 .

40) ________ is the presentation, format, and content of available information.

A) Information organization B) Psychological field C) External source D) Time constraint E) Task complexity Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 41) The ________ refers to the specific brands a consumer considers in making a purchase within a particular product category.

A) inert set B) inept set C) emotional set D) independent set E) evoked set Answer: E Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 42) Tom wants a candy bar and is trying to decide between a Crunch, a Snickers, or a Milky Way. These three candy bars are in Tom's ________.

A) inert set B) inept set C) emotional set D) independent set E) evoked set Answer: E Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge

14 .

43) The ________ consists of brands the consumer excludes from the purchase consideration because they are felt to be unacceptable. A) inert set B) inept set C) emotional set D) independent set E) evoked set Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 44) The ________ consists of brands the consumer is indifferent toward because they are perceived as not having any particular advantages. A) inert set B) inept set C) emotional set D) independent set E) evoked set Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 45) Helen enjoys Jack's Links beef jerky. By contrast, she is indifferent to Oberto beef jerky, and dislikes Pemmican beef jerky. Oberto beef jerky is part of Helen's ________. A) inert set B) inept set C) emotional set D) independent set E) evoked set Answer: A Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge

15 .

46) ________, which consists of a brand's trustworthiness and expertise, improves the chances that the brand will be included in the consideration set.

A) Brand personality B) Brand risk C) Brand effort D) Brand credibility E) Brand attractiveness Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 47) ________ are procedures used by consumers to reduce the burden of making complex decisions by providing guidelines or routines that make the process less taxing.

A) Evoked sets B) Inert sets C) Decision rules D) Inept sets E) Independent sets Answer: C Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 48) Consumers often develop shortcut decision rules to facilitate the decision-making process and to cope with ________.

A) lack of information B) too much information C) contradicting information D) negative information E) inconsistent information Answer: B Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

16 .

49) Karen is buying a new laptop. She is looking for a light-weight computer. The laptop she purchases is a little heavier than she had originally hoped, but she was willing to accept the extra weight for a computer with a bigger, clearer screen. Karen made her purchase decision using a(n) ________.

A) affective decision rule B) noncompensatory decision rule C) effective decision rule D) compensatory decision rule E) cognitive decision rule Answer: D Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 50) Bob wants to save electricity and considers energy-efficient light bulbs. He finds that the light they emit is too faint to be acceptable, and so he returns to using less energy-efficient bulbs.

Bob made his bulb choice using a(n) ________.

A) affective decision rule B) noncompensatory decision rule C) effective decision rule D) compensatory decision rule E) cognitive decision rule Answer: B Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 51) Conjunctive, disjunctive, and lexicographic rules are examples of ________.

A) affective decision rules B) noncompensatory decision rules C) effective decision rules D) compensatory decision rules E) cognitive decision rules Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

17 .

52) In a(n) ________, the consumer establishes a separate, minimally acceptable level as a cutoff point for each brand attribute he or she is considering. A) lexicographic decision rule B) affect referral decision rule C) disjunctive decision rule D) conjunctive decision rule E) cognitive decision rule Answer: D Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 53) Hank wants a new digital camera and will accept for consideration any camera with greater than 10 megapixel resolution. Hank is using a(n) ________.

A) lexicographic decision rule B) affect referral decision rule C) disjunctive decision rule D) conjunctive decision rule E) cognitive decision rule Answer: C Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 54) In a(n) ________, the consumer ranks a product's attributes in terms of perceived relevance or importance, then compares the various alternatives in terms of the single attribute that is considered most important. When two or more alternatives are comparable for the most important attribute, the consumer rates those alternatives on the basis of the second most important attribute.

A) lexicographic decision rule B) affect referral decision rule C) disjunctive decision rule D) conjunctive decision rule E) cognitive decision rule Answer: A Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

18 .

55) A consumer who selects the product with the highest overall rating when considering all its attributes has used a(n) ________. A) lexicographic decision rule B) affect referral decision rule C) disjunctive decision rule D) conjunctive decision rule E) cognitive decision rule Answer: B Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 56) ________ are consumers who use coupons or sales to decide among brands and products that fall within their evoked set.

A) Practical loyalists B) Opportunistic switchers C) Bottom-line price shoppers D) Deal hunters E) Cherry pickers Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 57) Which of the following is NOT one of the ways consumers cope with missing information during the decision-making process?

A) develop arguments for why the missing information is important B) delay the decision until the missing information is obtained C) ignore missing information and continue with current decision rule using available attribute information D) change customarily used decision strategy to one that better accommodates missing information E) infer the missing information Answer: A Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

19 .

58) A ________ is the exploratory phase of purchase behavior in which consumers attempt to evaluate a product through direct use.

A) gift purchase B) trial purchase C) loyalty purchase D) repeat purchase E) long-term commitment purchase Answer: B Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 59) ________ behavior is closely related to the concept of brand loyalty, which most firms try to encourage because it contributes to greater stability in the marketplace.

A) Gifting B) Trial purchase C) Permission marketing D) Repeat purchase E) Long-term commitment purchase Answer: D Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 60) ________ occurs when a product's performance is below expectations and the consumer is dissatisfied.

A) Positive disconfirmation of expectations B) Negative disconfirmation of expectations C) Reverse dissonance D) Postpurchase analysis E) Brand loyalty Answer: B Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

20 .

61) ________ implies the notion of a trade-off of benefits – like the features of the purchased item – versus the sacrifice necessary to purchase it – like the time investment and the price.

A) Satisfaction B) Dissonance C) Value D) Influence E) Perception Answer: C Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 62) ________ can be thought of as the gift exchange that takes place between a giver and a recipient.

A) Postpurchase evaluation B) Loyalty programs C) Gifting behavior D) Permission marketing E) Long-term commitment purchase Answer: C Diff: 1 Skill: Concept LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Reflective thinking 63) Barry buys a necklace as a gift for his girlfriend. This is an example of ________.

A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: A Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Application of knowledge

21 .

64) The Lambert family (which has five family members) gives their babysitter a high school graduation gift. This is an example of ________. A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: B Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts. AACSB: Application of knowledge 65) Kim finishes a big project for school and treats herself to a coffee and piece of cake at Starbucks. This is an example of ________.

A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: D Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Application of knowledge 66) Custom Interiors, an interior design firm, sends a holiday basket of Florida citrus fruit to its accounting firm. This is an example of ________.

A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: C Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Application of knowledge

22 .

67) Marge and Steve treat themselves (a small family unit) to a Caribbean cruise for their 25th wedding anniversary. This is an example of ________. A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: E Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Application of knowledge 68) ________ is a macro process concerned with the spread of a new product from its source to the consuming public.

A) Adoption of innovations B) Assumption C) Diffusion of innovations D) Innovation E) Introduction Answer: C Diff: 2 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking 69) A ________ involves the introduction of a modified product rather than a totally new product, and has the least disruptive influence on established patterns.

A) discontinuous innovation B) dynamically discontinuous innovation C) dynamically continuous innovation D) statically continuous innovation E) continuous innovation Answer: E Diff: 2 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking

23 .

70) Digital cameras and digital video recorders were somewhat disruptive to consumers, but did not change the basic behavior patterns established with photography and film. These are best described as ________. A) discontinuous innovations B) dynamically discontinuous innovations C) dynamically continuous innovations D) statically continuous innovations E) continuous innovations Answer: C Diff: 3 Skill: Application LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Application of knowledge 71) The degree to which potential customers perceive new products as superior to existing substitutes is its ________.

A) relative advantage B) compatibility C) complexity D) trialability E) observability Answer: A Diff: 1 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking 72) ________, the degree to which a new product is difficult to understand or use, is especially important when it comes to innovation in high-tech consumer products.

A) Relative advantage B) Compatibility C) Complexity D) Trialability E) Observability Answer: C Diff: 3 Skill: Application LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Application of knowledge

24 .

73) Many software companies allow customers to use limited versions of their software free for 30 days. This strategy tries to increase the diffusion of a new product through increasing ________. A) relative advantage B) compatibility C) complexity D) trialability E) observability Answer: D Diff: 2 Skill: Application LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them. AACSB: Application of knowledge 74) During the ________ stage of the adoption process, the consumer undertakes a "mental trial" of the innovation. A) awareness B) trial C) adoption D) interest E) evaluation Answer: E Diff: 1 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them. AACSB: Reflective thinking

25 .

COLLEGE MINI CASE: Evelyn is a high-school senior from Philadelphia looking to apply to colleges. She has decided to apply to the University of Pennsylvania, Cornell, and Princeton. She chose not to apply to Brown, Dartmouth, or Yale because she considers them to be too far away from home. A college counselor had suggested to her that Columbia has a comparable reputation to the schools Evelyn was considering, but Evelyn didn't perceive Columbia as having any particular advantage over the schools to which she had already decided to apply. She is eventually accepted to, and decides to attend Cornell University. Upon arriving on campus, Evelyn immediately notices a deliberate effort on the part of the college to make new students not only feel at home, but that they have absolutely made the right decision in attending Cornell.

75) In the COLLEGE MINI CASE, Evelyn's college counselor is a(n) ________ source of prepurchase information.

A) impersonal B) affective C) cognitive D) inert E) personal Answer: E Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 76) In the COLLEGE MINI CASE, Cornell is part of Evelyn's ________.

A) inept set B) affective set C) cognitive set D) inert set E) evoked set Answer: E Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 77) In the COLLEGE MINI CASE, Yale is part of Evelyn's ________.

A) inept set B) affective set C) cognitive set D) inert set E) evoked set Answer: A Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge

26 .

78) In the COLLEGE MINI CASE, Columbia is part of Evelyn's ________.

A) inept set B) affective set C) cognitive set D) inert set E) evoked set Answer: D Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 79) In the COLLEGE MINI CASE, when Cornell tries to convince students that they have made the right decision, they are trying to encourage a positive ________.

A) need recognition B) postpurchase evaluation C) purchase behavior D) evaluation of alternatives E) prepurchase evaluation Answer: B Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge GIFT MINI CASE: Winston needs to buy his girlfriend, Vanessa, a gift for her birthday. He knows she will expect the "perfect" gift. He feels like boyfriends are "supposed" to get their girlfriends jewelry or perfume. His older sister recommends a necklace or earrings. While he's at the jewelry store, he also buys a watch for himself, rationalizing that he hardly ever buys stuff for himself and he "deserves it."

80) In the GIFT MINI CASE, when Winston gives Vanessa a gift for her birthday, this is known as ________. A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: A Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts. AACSB: Application of knowledge

27 .

81) In the GIFT MINI CASE, when Winston buys a watch for himself as a self-gift, this is known as ________. A) interpersonal gifting B) intercategory gifting C) intergroup gifting D) intrapersonal gifting E) intragroup gifting Answer: D Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts. AACSB: Application of knowledge 82) In the GIFT MINI CASE, Vanessa's high expectations of Winston are likely to prolong the ________ stage of the decision-making process. A) need recognition B) prepurchase search C) postpurchase evaluation D) permission marketing E) relationship marketing Answer: B Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 83) Needs are created when the actual state of a customer declines. Answer: TRUE Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Application of knowledge 84) The number of alternatives available when making a purchase decision does not affect the decision-making process. Answer: FALSE Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking 85) All consumer decision-making situations require the same degree of information search. Answer: FALSE Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey. AACSB: Reflective thinking

28 .

86) When consumers have no established criteria for evaluating a product category, they engage in extensive problem solving.

Answer: TRUE Diff: 1 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 87) Past experience is considered an external source of information. The greater the relevant past experience, the less internal information the consumer is likely to need to reach a decision.

Answer: FALSE Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 88) In high-risk situations, consumers are likely to engage in complex and extensive information search and evaluation.

Answer: TRUE Diff: 1 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 89) In buying a truck, Bob will only consider American-made trucks because he believes foreign truck brands, such as Nissan and Toyota, are of inferior quality. Nissan and Toyota are items in Bob's inept set.

Answer: TRUE Diff: 2 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 90) The inert set consists of the small number of brands the consumer is familiar with, remembers, and finds acceptable.

Answer: FALSE Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking

29 .

91) It is not essential that a product be part of a consumer's evoked set if it is to be considered at all.

Answer: FALSE Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 92) A unique feature of a compensatory decision rule is that it allows a positive evaluation of a brand on one attribute to balance out a negative evaluation on some other attribute.

Answer: TRUE Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 93) Sue is looking for a new car. She had eliminated any car without comfortable seating for at least four people and that gets less than an average of 35 miles per gallon in fuel efficiency. Sue has used a lexicographic decision rule to narrow down her choices.

Answer: FALSE Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 94) Task complexity, information organization, and time constraint are the three major contextual factors in decision tasks.

Answer: TRUE Diff: 1 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 95) Repeat purchase usually signifies that the product meets with the consumer's approval and that he or she is willing to use it again and in larger quantities.

Answer: TRUE Diff: 1 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge

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96) Negative disconfirmation of expectations involves the performance of a product exceeding the consumer's expectations, leading to consumer satisfaction.

Answer: FALSE Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 97) When a single person gives a gift to a family as a thank you for letting him visit in their home for a week, it is an example of intercategory giving.

Answer: TRUE Diff: 2 Skill: Application LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Application of knowledge 98) A gift given to a romantic other involves lower emotional expectation than a gift given to a friend.

Answer: FALSE Diff: 1 Skill: Concept LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Reflective thinking 99) Gifting behavior includes gifts we give because we want to and gifts we give out of obligation.

Answer: TRUE Diff: 2 Skill: Concept LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Reflective thinking 100) Intrapersonal gifting is a state of mind where the giver and the receiver are the same individual.

Answer: TRUE Diff: 1 Skill: Concept LO: 14.2: To understand the dynamics of buying gifts.

AACSB: Reflective thinking

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101) Diffusion of innovation is the macro process by which the acceptance of an innovation takes place among members of a social system over time. Answer: TRUE Diff: 1 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them. AACSB: Reflective thinking 102) The four elements of the diffusion of innovations process include: the innovation, the channels of communication, the social system, and time.

Answer: TRUE Diff: 1 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking 103) Airplanes, radios, TVs, automobiles, fax machines, PCs, videocassette recorders, and the Internet are all examples of dynamically continuous innovations.

Answer: FALSE Diff: 2 Skill: Application LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Application of knowledge 104) Technological fear includes fear of technical complexity, fear of rapid obsolescence, fear of social rejection, and fear of physical harm.

Answer: TRUE Diff: 2 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking 105) Products that are used in private are diffused more easily than products that have a high degree of social visibility.

Answer: FALSE Diff: 2 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

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106) One of the weaknesses of the innovation adoption process framework is it does not adequately provide for the possibility of evaluation and rejection of a new product or service after each stage. Answer: TRUE Diff: 2 Skill: Concept LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Reflective thinking 107) Ricky had a positive experience when she tried the new cell phone from a well-known cell phone manufacturer, so she decides to regularly use the new cell phone. She is currently in the adoption stage of the innovation adoption process.

Answer: TRUE Diff: 2 Skill: Application LO: 14.3: To understand how new products gain acceptance and how individuals decide whether or not to adopt them.

AACSB: Application of knowledge 108) What are the three levels of consumer decision making? Briefly define each.

Answer: • Extensive problem solving: when consumers have no established criteria for evaluating a product category or specific brand in that category.

• Limited problem solving: consumers already have established the basic criteria for evaluating the product category and the various brands in the category.

• Routinized response behavior: at this level, consumers have experience with the product category and a well-established set of criteria with which to evaluate the brands they are considering.

Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 109) What factors determine how extensive a consumer's problem-solving task is?

Answer: Just how extensive a consumer's problem-solving task is depends on how well established his or her criteria for selection are, how much information he or she has about each brand being considered, and how narrow the set of brands is from which the choice will be made.

Extensive problem solving implies that the consumer must seek more information to make a choice, whereas routinized response behavior implies little need for additional information.

Experience, social acceptability, and value-related considerations are situational factors.

Demographic characteristics and personality factors are consumer factors.

Diff: 2 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

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110) Name five factors that are likely to increase prepurchase search with regard to a product or service.

Answer: 1. The consumer is purchasing it for the first time 2. High price 3. Frequent changes in product styles 4. Purchase is a gift 5. Product is socially visible Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Reflective thinking 111) Consumers are frequently presented with incomplete information. Identify four strategies that consumers can adopt for coping with missing information.

Answer: • Consumers may delay the decision until the missing information is obtained.

• Consumers may ignore missing information and decide to continue with the current decision rule using the available attribute information.

• Consumers may change the customarily used decision strategy to one that better accommodates missing information.

• Consumers may infer the missing information.

Diff: 3 Skill: Application LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

AACSB: Application of knowledge 112) Describe the lexicographic rule and provide an example of how it might be used in the context of an automobile purchase.

Answer: When a consumer uses the lexicographic decision rule, the consumer ranks the attributes in terms of perceived relevance or importance, then compares the various alternatives in terms of the single attribute that is considered most important. For example, if a consumer was considering different automobiles and decided fuel efficiency (MPG) is the top ranked attribute, s/he will select the car that has the highest rating on fuel efficiency, regardless of the other attributes.

Diff: 3 Skill: Concept LO: 14.1: To understand the consumer decision-making process and consumer decision journey.

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