Understanding Customer Behavior

LO1:

1) Women buy 67% of all new cars and light trucks.

2) Consumer behavior describes the actions a person takes in the purchasing and using of products and services.

3) The stages a buyer goes through in making choices about which products and services to buy is called the purchase decision process.

 5) When the marketing student said,"It's really hard for me to get to clas on time without a car," is an example of the consumer decision process problem definition stage.

6) After recognizing a problem, a caonsumer begins to search for information about what product or service might satisfy the newly dixcovered need.

7) An internal search in the consumer decision process occurs when the consumer scans their memory for previous experiences with products or brands.

8) An external search for information is especially ineeded when past experiences are insufficient, the risk of making the wrong decision is high, and the cost of gathering information is low.

9) Exteernal sources of information may be gathered from outside sources, friends, relatives,product rating organizations, advertising, Consumer Reports magazines, sales personnel, point-of-purchase displays, and many other sources.

10) The objective or subjective attributes of a brand consumers use to compare different products are called evaluative criteria.

11) A group of brands a consumer would consider acceptable from among all the brands in a product class of which he or she is aware of is the consideration set.

12) Having examined the alternatives in the consideration set, consumers are almost ready to make a urchase decision. Two choices remain in this step: 1) from whom to buy, and 2) when to buy.

13) Afer the purchase as been made, post-purchase behavior occurs. During this stage, a consumer compares the purchased product with his or her expectations and is eith satisified or dissatisfied. On the average, satisified buyers tell three other people about their experience, and dissatisfied buyers tell nine other people about their experience. (I know you will see different numbers here in different text).

14) A consumer's level of involvement depends on the personal, social, and economic significance of a purchase to the consumer.

15) Routine problem-solving is typically the case for lowprice, frequently purchased products like soap and milk.

16) A typical consumer would most likely use limited problem solving (from a few esternal information sources) in choosing a reaturant for dinner, a blender. or a pair of shoes.

17) Extended problem solving makes use of each stage of the consumer decision process including considerable time and effort on information search and in identifying and evaluating alternatives, like buying a home, car, or boat.

18) The purchase task, social surroundings, physical surroundings, temporal effects, and antecedent states are all examples of situational influences, which affect teh purchase decision.

19) An example of a purchase task would be when a person picks up a teddy bear in a toy store and tells the clerk, this is for my son's first birthday.

20) An example of situational influences is when three teenage girls spent hours at a store trying on various outfits, looking at various combinations, and asking each other, "How do you think this outfit looks?"

21) Physical surroundings such as decor, music in retail stores, and crowded isles may alter how purchase decisions are made.

22) Antecedent states, such as the consumer's mood or amount of cash on hand can influence purchase behavior and choice.

23) Temporal effects, such as time of day or the amount of time available will influence where consumers,for example, have breakfast and lunch and what is ordered.

24) The five psychological influences are motivation and personality; perception;learning; values, beliefs, and attitudes; and lifestyle.

 26) The hierachy of needs in it correct order beginning with the most basic are physiological, safety, social, personal, and self-actualization.

27) Self-concept is the way people see themselves and the way they believe others see them. 

29) Because the average person operates in a complex information-rich environment, the human brain attempts to organize and interpret information with a proces called selective perception.

30) The tendency to pay attention to mesages consistent with one's attitudes and beliefs and to ignore messages taht are inconsistent is called selective exposure.

31) Interpreting information so that it is consistent with your attitudes and beliefs is called selective comprehension.

32) Consumers do not remember all the information tht they read, see, or hear, even minutes after exposure to it as a result of selective retention.

33) The anxiety felt because the consumer cannot anticipate the outcome of a purchase, but believes thaer may be a negative consequence is called perceived risk.

34) Learning refers to those behaviors that result frrom repeated experience and learning.

35) Behavioral learning is the process of developing automatic responses to situations built up through repeated exposure to it.

36) A need that moves an individual to action is a drive.

37) A cue is a stimulus or symbol that one perceives.

38) A response is the action taken by a consumer to satisfy a drive.

39) A reinforcement is the reward for satisfying a drive.

40) A cue is a stimulus or symbol that one perceives.

41) Stimulus generalization ocurs when a response brought about by one stimulus is generalized to another stimulus. Usine the same brand for different products is one common application for this concept.

42) Stimulus generalization refers to a person's ability to perceive differences in stimuli. An example would be a person's ability to perceive taste differences in chocolate bars.>

43) Cognitive learning involves making the connections between two or more ideas or simply observing the outcomes of others behavior and adjusting your own accordingly.

44) Brand loyalty is a favorable attitude toward and consistent purchse of one brand over time.

45) a learned predisposition to be thrifty or patriotic reflects an attitude (favorable or unfavorable).

46) Beliefs are one's perception of how a product or brand performs on different attributes.

47) Marketers attempt to change attitudes by changing beliefs about the extent to which a brand has certain attributes.

48) Marketers attempt to change atitudes by changing the perceived importance of attributes.

49) Marketers attempt to change attitudes by adding new attributes to a product.

50) Companies have spent millions of dollars in their attempts to change conusmer attitudes.

51) Lifestyle is a mode of living that is identified by how people spend their time and resources, what they consider important in their environment, and what they think of themselves and the world around them.

52) Another name for the analysis of consumer lifestyle is psychographiccs.

53) Ads depicting happy families in Red Lobster resturants are segmenting the market based on lifestyles.

54) The SRI's VALS Program is one of the most prominent examples of psychographic systems.

55) According to the VALS program, a consumer group that is mature, reflective and well educated people and who value order, knowledge and responsibility are thinkers.

56) According to the VALS program, a consumer group that is conservative and conventional with concrete beliefs based on traditional, established codes: family, religion, community and the nation are believers.

57) Consunmers who hae a busy, goal directed lifestyle and a deep committment to career and family are achievers.

58) According to the VALS profile, consumers who are successful, sophisicated, active, take-charge people with high self-esteem and abundant resources of all kinds are called innovators.

59) Acccording to the VALS profile, consumers with the least resources of any segment, focus on meeting basic needs (safety and security) rather than fulfilling desires are called survivors.

60) Opinion leaders have social influence over others and word-of-mouth activity influences others through conservation.

61) The power of word-of-mouth has been magnified by the Intenet through online forums, blogs, chat rooms, and websites.

62) Reference groups are people to whom an individual looks as a basis for self appraisal or as a source of personal standards.

63) An aspiration group is a group that a person wishes to be identified with.

64) A reference group that a person wishes to maintain distance from because of differences in values or behaviors is called a disassociative group.

65) Family influence on consumer behavior results from three sources: consumer socialization, passage through the family life cycle, and decision making within the family.

66) Subgroups within the larger, or national, culture with unique values, iedeas, and attitudes are referred to as subcultures.