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Test Bank for Consumer Behavior, 13th Edition

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    Consumer Behavior Thirteenth Edition Michael R. Solomon Test Bank (Download only) for Consumer Behavior , 13e Revised by John Capela

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    1 Consumer Behavior, 13e (Solomon) Chapter 1 Buying, Having, and Being: An Introduction to Consumer Behavior 1) A(n) ________ is a person who identifies a need or desire, makes a purchase, and then disposes of a product during the three stages of the cons umption process. A) marketer B) consumer C) influencer D) content generator Answer: B Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 2) Jenny Rowlins is absolutely exhausted after her shopping trip to pick out a dress for her sorority's formal event. The stores were crowded, and none of her favorite shops carried a dress that she liked in her size. After spending hours at the mall, Jenny decided to order her dress online and just return it if it was not exactly right. T his story is an example of how consumer behavior is a(n) ________. A) industry B) process C) art form D) theory A nswer: B Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Analytical thinking 3) Which of the following is the study of the processe s involved when individuals or groups select, purchase, use, or dispose of products, services, ideas, or experien ces to satisfy needs and desires? A) lifestyle marketing B) role theory C) consumer behavior D) marketing research Answer: C Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge

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    2 4) Which term refers to the bond between product and consumer that is difficult for competitors to break? A) brand loyalty B) custom C) patronage D) relationship Answer: A Diff: 1 LO: 1. 1: Consumer behavior is a process. AACSB: Application of knowledge 5) Which of the following time periods is encompassed in the study of consumer behavior? A) prepurchase B) purchase C) postpurchase D) All of the above Answer: D Diff: 1 LO: 1.1: Consum er behavior is a process. AACSB: Application of knowledge 6) Which of the following is NOT a stage of the consumption process? A) desire B) pre - purchase C) purchase D) post - purchase Answer: A Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: App lication of knowledge 7) According to the basic marketing concept, a firm exists to ________, only to the extent that they understand the people or organizations that will use the products and services they sell. A) influence popular culture B) dominate m arket share C) nurture rel ationships D) satisfy needs Answer: D Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge

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    3 8) Which of the following is NOT considered a demographic? A) sex B) income C) lifestyle D) occupation Ans wer: C Diff: 1 LO: 1.1: C onsumer behavior is a process. AACSB: Application of knowledge 9) A transaction in which two or more organizations or people give and receive something of value is called ________. A) buyer behavior B) an exchange C) perception D) consumer perspective Answer: B Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 10) ________ are statistics that measure observable aspects of population. A) Psychographics B) Lifestyles C) Demographics D) Benefits A nswe r: C Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 11) When a transaction occurs between two or more organizations or people who give and receive something of value, an exchange has taken place. Answer: TRUE Diff : 1 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 12) According to the definition of consumer behavior, how a consumer disposes of an idea and accepts another is part of consumer behavior. Answer: TRUE Diff: 2 LO: 1.1: Consu mer behavior is a process. AACSB: Application of knowledge

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    4 13) Because consumer behavior is now examined as an entire consumption process that includes pre - purchase and post - purchase issues, exchange theory is irrelevant to the study of consumer behavio r. Answer: FALSE Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 14) Descriptive characteristics of a population are called demographics. Answer: TRUE Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: Applicati on of knowledge 15) Demographics are statistics that measure observable aspects of a population, such as birth rate, age distribution, and income. Answer: TRUE Diff: 1 LO: 1.1: Consumer behavior is a process. AACSB: Application of knowledge 16) In the ea rly stages of development, consumer behavior was known as buyer behavior. What important aspect of the exchange process does this change in name reflect? Answer: Buyer behavior reflects an emphasis on the act of purchase, but this exchange is dependent up on a number of pre - purchase and post - purchase perspectives and behaviors. To fully understand why an exchange is made, researchers must look at decisions and influences before the exchange, as well as the expectations of what happens after the exchange. Th e study of consumer behavior accounts for pre - purchase and post - purchase issues along with purchase issues, rather than simply buyer behavior. Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Reflective thinking 17) Explain the term "market se gme ntation strategies." Answer: Market segmentation strategies means an organization targets its product, service or idea only to a specific group of consumers rather than everybody. Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Application of kn owledge 18) Explain what a consumer is. Answer: A consumer is a person who identifies a need or desire, makes a purchase, and then disposes of the purchase during the three stages of the consumption process. Diff: 2 LO: 1.1: Consumer behavior is a pr ocess. AACSB: Application of knowledge

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    5 19) Is there a 'right way' for retailers to help in times of disaster? Answer: In trying to take action in the face of disasters and tragic events, retailers and brands can find themselves walking a difficult line. On one hand, it's important for businesses to take a uthentically charitable steps in such instances. High - profile charitable acts can also encourage other brands to step in and donate or act. However, the fact that businesses are motivated by profit can m ake such efforts appear like cynical branding exercis es if not handled properly. For example, when Hurricane Sandy devastated cities on the East Coast in 2012, some marketers rose to the occasion, whereas others stumbled in the wind. Gap, for example, twee ted, "We'll be doing lots of Gap.com shopping today. How about you?" American Apparel offered an incentive to shoppers: "In case you're bored during the storm, just Enter SANDYSALE at Checkout." Many of the storm victims were not amused. One tweeted, "Hey @americanapparel people have died and others are in n eed. Shut up about your #Sandy sale." In contrast, Allstate ran radio commercials to let policyholders know how to file claims quickly. JetBlue Airways waived change and cancellation fees for people who had to rebook. How's this for a relationship builder? Duracell batteries sent a truck to New York City that offered free batteries and access to charging lockers for mobile devices and computers to desperate people who had been without power (or even worse , access to social media). Diff: 2 LO: 1.1: Consumer behavior is a process. AACSB: Analytical thinking 20) The 80/20 rule (20 percent of users account for 80 percent of sales) targets what user group? A) all consumers B) light users C) heavy users D) mo derate users Answer: C Diff: 1 LO: 1.2: Marketers h ave to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 21) Age, gender, family structure social class, race, ethnicity and income are all used ________. A ) to divide a market B) as part of promotion C) in so cial media D) as part of the marketing mix Answer: A Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge

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    6 22) Why is age a common demographic category used in understanding consumer behavior? A) Different age groups have different wants and needs. B) Age is easier to categorize than gender. C) Generational groups tend to be similar. D) All of the above. Answer: A Diff: 2 LO : 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 23) Psychographics are used to measure ________. A) social class B) income C) demographics D) lifestyles Answer: D Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 24) People who belong to the same social class are most likely to have which of the following in common? A) social standing in th e community B) personality C) ethnicity D) family structure Answer: A Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 25) Which marketing philosophy emphasizes interacting with cust omers on a regular basis and giving them reasons to maintain a bond with the company over time? A) differentiated marketing B) global marketing C) social marketing D) relationship marketing Answer: D Diff: 1 LO: 1.2: Marketers have to understand the want s and needs of different consumer segments. AACSB: Application of knowledge

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    7 26) Walmart tracks the habits of the 100 million customers who visit its stores each week and responds with products an d services directed toward those customers' needs based on the information collected. This is an example of ________ marketing. A) undifferentiated B) database C) relationship D) consumer - generated Answer: B Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 27) The way consumers feel about themselves, the things they value, and the things they like to do in their spare time are part of how marketers segment using ________. A ) gender B) age C) social class D) lifestyle Answer: D Di ff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 28) A person's marital status is important to which demographic variable? A) gender B) race C) family structure D) age Answer : C Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledg e 29) Which term refers to the collection and analysis of extremely large data sets? A) mainframe marketing data B) inte rnet information data C) big data D) online media data Answer: C Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Information technology

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    8 30) People who belong to the same social class are most li kely to have which of the following in common? A) income and social standing in the community B) personality C) ethnicity D) family structure Answer: A Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACS B: Application of knowledge 31) American society is shifting from a mass culture, in which many consumers share the same pr eferences, to a diverse culture in which consumers have almost an infinite number of choices. Answer: TRUE Diff: 2 LO: 1.2: Marke ters have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 32) The 80/20 r ule states that 80 percent of consumers will use 20 percent of the product. Answer: FALSE Diff: 3 LO: 1.2: Marketers have to unde rstand the wants and needs of different consumer segments. AACSB: Application of knowledge 33) Consumers who share demograp hic characteristics such as ethnicity and age can have very different lifestyles. Answer: TRUE Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 34) The fact that people of ten buy products not for what the products do but for what they mean implies that a product's basic function is important. Answer: TRUE Diff: 2 LO: 1.2: Marketers have to understand the wants and n eeds of different consumer segments. AACSB: Application of knowledge 35) A need is something a person must have to live. Answer: TRUE Diff: 1 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge

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    9 36) Explain the concept of the 80/20 rule and why it is important to marketers. Answer: According to the 80/20 rule, 20 percent of a product's users account for 80 percent of sales of that product. These heavy users are the product's most fa ithful customers. A company that can identify, build relationships with, and create value for heavy users is likely to have a successful marketing strategy. Diff: 2 LO: 1.2: Marketers ha ve to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 37) What is relationship marketing? Why is it so widely practiced by today's marketers? Answer: Marketers who practice relationship marketing have reali zed that a key to success is building relationships between brands an d customers that will last a lifetime. In this type of marketing, companies make an effort to interact with customers on a regular basis and give them reasons to maintain a bond with the company over time. Relationship marketing is even more important duri ng an economic downturn. Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowledge 38) What is database marketin g? Why is it so widely used by today's marketers? Answer: Database m arketing involves tracking consumer's buying habits very closely and crafting products and messages tailored precisely to people's wants and needs based on this information. As consumer m arkets are more and more segmented, marketers can use technology such as database marketing to determine exactly what each consumer wants and determine how to meet those wants. Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AACSB: Information technology 39) What is datab ase marketing? How is it used by consumers? Answer: Database marketing tracks specific consumers buying habits very closely and crafts products and messages tailored precisely to people' s wants and needs based on this information. Diff: 2 LO: 1.2: Marketers have to understand the wants and needs of different consumer segments. AAC SB: Information technology 40) Explain the difference between a need and a want? Answer: The difference be tween a need and a want is a need is something a person must have to live, while a want is a specific manifestation of a need. Diff: 1 LO: 1.2: Ma rketers have to understand the wants and needs of different consumer segments. AACSB: Application of knowled ge

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    10 41) When a product helps to establish the user's identity, the user is said to have a(n) ________ type of relationship with the product. A) sel f - concept attachment B) nostalgic attachment C) interdependence D) love Answer: A Diff: 1 LO: 1.3: Our cho ices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 42) Music, movies, sports, and books are part of ________. A) consumer marketing B) popular culture C) lifestyles D) in - your - face marketing Answer: B Dif f: 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 43) When a product is part of a user's daily routine the user is said to have a(n) ________ type of relationship with the product. A ) self - concept attachment B) nostalgic attachment C) interdependence D) love Answer: C Diff: 1 LO: 1.3: Our choices as consume rs relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 44) When a product elicits emotional bond s of warmth and affection, the user is said to have a(n) ________ type of relationship with the product. A) self - concept attachm ent B) nostalgic attachment C) interdependence D) love Answer: D Diff: 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge

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    11 45) A relationship a person might have with a product is called ________. A) self - concept attachment B) nostalgic attachment C) interdependence D) all of the above Answer: D Diff: 2 LO: 1. 3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 46) Die - hard Apple fans post videos on YouTube claiming their affection for Apple products. They most likely have a(n) ________ relationship wit h the product. A) self - concept attachment B) nostalgic attachment C) interdependence D) love Answer: D Diff: 2 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 47) Which form of relatio ns hip between product and customer is most at risk of the consumer switching to a different brand or product? A) self - concept attachment B) nostalgic attachment C) interdependence D) love Answer: C Diff: 3 LO: 1.3: Our choices as consumers relate in powe rf ul ways to the rest of our lives. AACSB: Reflective thinking 48) Lucy Chang recently purchased a lovely ceramic bowl that featured a red dragon design. When she thought about her purchase, she found that she really had no justification for buying the b ow l other than it reminded her of the bowls her mother used during evening meals when she was a young child in Hong Kong. Which type of relationship with a product best explains the reason for Lucy's purchase of the dragon bowl? A) self - concept attachment B) nostalgic attachment C) interdependence D) love Answer: B Diff: 2 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge

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    12 49) The sociological perspective of ________ takes the view that m uch of consumer behavior resembles actions in a play; consumers seek the lines, props, and costumes necessary to put on a good performance. A) role theory B) pastiche C) interpretivism D) psycho graphics Answer: A Diff: 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 50) A product that helps to establish the user's identity is called ________. A) self - concept attachment B) i nterdependence C) love D) nostalgic attachment Answer: A Diff : 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 51) Role theory takes the view that much of consumer behavior resembles actions in a play. Answer: TRUE Diff: 1 LO: 1.3: Our choice s as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 52) Love is a relationship a consumer might have with a product. Answer: TRUE Diff: 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 53) Consumption communities are where consumers share opinions and recommendations about products. Answer: TRUE Diff: 1 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. A ACSB: Application of knowledge 54) According to the different categories of relationships that people may have with products, interdependence attachment occurs if the product is part of the user's daily routine. Answer: TRUE Diff: 2 LO: 1.3: Our choice s as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge

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    13 55) A consumer is a person who identifies a need or desire, makes a purchase, and then disposes of the product. Answer: TRUE Diff: 1 LO: 1.3: Our choices a s consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 56) Pop ular culture is both a product of marketing and an inspiration for marketing. Answer: TRUE Diff: 2 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 57) Target began a new campaign to sell leather furniture. In emphasizing how leather furniture has been used over the decades in movies and books, by celebrities, and a necessity for home e ntertainment, the campaign is drawing upon popular culture. Answer: T RUE Diff: 2 LO: 1.3: Our choices as consumers relate in powerful ways to the rest of our lives. AACSB: Application of knowledge 58) List and briefly characterize four types of relatio nships a person might have with a product. Provide examples to illustr ate each. Answer: The four types of relationships are: 1) self - concept attachment - the product helps to establish the user's identity; 2) nostalgic attachment - the product serves as a lin k with a past - self; 3) interdependence - the product is a part of the us er's daily routine; and 4) love - the product elicits emotional bonds of warmth, passion, or another strong emotion. Diff: 3 LO: 1.3: Our choices as consumers relate in powerful ways to t he rest of our lives. AACSB: Application of knowledge 59) A ________ creates a state of tension that drives consumers to attempt to reduce or eliminate. A) want B) demand C) need D) response Answer: C Diff: 1 LO: 1.4: Our motivations to consume are com plex and varied. AACSB: Application of knowledge

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    14 60) People buy prod ucts for ________. A) what they do B) what they mean C) the role the product plays in the consumer's life D) All of the above Answer: D Diff: 2 LO: 1.4: Our motivations to consume are complex and varied. AACSB: Application of knowledge 61) When a person buys a product for emotional reasons, the need is ________. A) utilitarian B) functional C) interdependent D) hedonic Answer: D Diff: 2 LO: 1.4: Our motivations to consume are compl ex and varied. AACSB: Applic ation of knowledge 62) A product that helps to establish the user's identity is called a self - concept attachment. Answer: TRUE Diff: 1 LO: 1.4: Our motivations to consume are complex and varied. AACSB: Application of knowle dge 63) People often buy pro ducts for what they mean, not what they do. Answer: TRUE Diff: 2 LO: 1.4: Our motivations to consume are complex and varied. AACSB: Application of knowledge 64) Explain the difference between a need and a want. Provide an e xample of each. Answer: A ne ed is a basic biological motive that cannot be created by marketing. A want represents one way that individuals are taught by society and culture to satisfy a biological need. For example, thirst is a general need but thirst fo r Pepsi or Coke is a want. Diff: 2 LO: 1.4: Our motivations to consume are complex and varied. AACSB: Application of knowledge

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