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CSUB MKTG 301 - FINAL EXAM chapter 3-6

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CHAPTER 3—THE CONSUMER DECISION PROCESSMULTIPLE CHOICE1. The consumer decision process has seven major stages. Which of the following is not one of these stages?a. Need recognitionb. Purchasec. Information processingd. Divestmente. All the above are stages in the consumer decision process.ANS: C2. What is the first stage of the consumer decision process?a. Internal search d. Purchaseb. External search e. None of the above.c. Pre-Purchase EvaluationANS: E3. Need recognition occurs when a person perceives a difference between the ____ and the ____ state of affairs.a. ideal; actual d. primary; secondaryb. past; future e. None of the above.c. expected; obtainedANS: A14. Retrieving knowledge from memory is known as ____. Collecting information from peers, family, and the marketplace is known as ____.a. initial search; secondary searchb. internal search; external searchc. memory search; reference group searchd. thinking; searchinge. None of the above are correct.ANS: B5. Which of the following is not a component of the search stage in the consumer decision process model?a. Internal d. A and Bb. External e. A, B, and Cc. ProlongedANS: C6. Search is determined by all the following except:a. Personality d. Past experiencesb. Social class e. All of the above affect search.c. IncomeANS: E7. Which of the following is not an example of a marketer-dominated source of information?a. Advertisingb. Salespersonsc. Infomercialsd. Word-of-mouth communicatione. All of these are examples of marketer-dominated sources of information.ANS: D8. Which of the following is an example of a nonmarketer-dominated source of information?a. Consumer Reportsb. Infomercialsc. Advertisingd. Salespersonse. None of these are examples of a nonmarketer-dominated source of information.ANS: A9. Exposure, attention, comprehension, acceptance and retention are the steps involved in:a. search d. pre-purchase evaluationb. need recognition e. None of the above.c. information processingANS: C210. Which of the following is not a stage of information processing?a. Attentionb. Acceptancec. Comprehensiond. Emotione. All of these are stages in information processing.ANS: D11. At what stage during information processing is the message further analyzed against categories or meaning stored in memory?a. Retention d. Comprehensionb. Attention e. Acceptancec. ExposureANS: D12. The standards and specifications used to compare different products and brands are called:a. salient attributes d. decision factorsb. determinant attributes e. None of the above.c. evaluative criteriaANS: C13. ____ occurs when the product performs as good as consumers expected.a. Post-consumption evaluation d. Post-purchase regretb. Satisfaction e. Cognitive dissonancec. DissatisfactionANS: B14. ____ occurs when product performance falls short of consumers' expectations.a. Post-consumption evaluation d. Post-purchase regretb. Satisfaction e. Cognitive dissonancec. DissatisfactionANS: C15. ____ occurs when consumers second guess their purchase decisions.a. Post-consumption evaluation d. Post-purchase regret (confusing response)b. Satisfaction e. Cognitive dissonance (correct response)c. DissatisfactionANS: E16. What stage follows search in the consumer decision process model?a. Need recognition d. Post-purchase evaluationb. Purchase e. Divestmentc. Pre-purchase evaluationANS: C317. The final stage in the consumer decision process model isa. Need recognition d. Post-purchase evaluationb. Search e. Divestmentc. Pre-purchase evaluationANS: E18. In the consumer decision process model, the ____ stage is where satisfaction with the product experience is determined.a. Need recognition d. Post-purchase evaluationb. Search e. Divestmentc. Pre-purchase evaluationANS: D19. The CDP model cannot be used to:a. identify relationships between variables that affect consumer decision makingb. identify topics for additional researchc. develop and implement marketing mix strategiesd. A and B e. The CDP can be used to do all of the above.ANS: E20. Which of the following is an option to consumers in the divestment stage of the consumer decision process model?a. Disposal d. A and Bb. Recycling e. A, B, and Cc. RemarketingANS: E21. Which of the following is not one of the categories identified in Chapter 3 that influences consumer decision making?a. Individual differencesb. Psychological processesc. Physiological factorsd. Environmental influencese. All of these categories were identified in Chapter 3.ANS: C22. Which of the following is not one of the individual differences discussed in Chapter 3?a. Demographicsb. Social Classc. Motivationd. Knowledgee. All of these are individual differences discussed in Chapter 3.ANS: B423. According to Chapter 3, if you wish to understand and influence consumer behavior you must have a grasp of which psychological process?a. Learning d. A and Bb. Information processing e. A, B, and Cc. Attitude and behavior changeANS: E24. Which of the following is not one of the three primary consumer resources?a. Time c. Knowledgeb. Money d. Information processing capabilitiesANS: C25. ____ is defined as information stored in memory.a. Motivation d. Valueb. Knowledge e. Personalityc. AttitudeANS: B26. ____ is an overall evaluation of an alternative.a. Motivation d. Consumer resourceb. Knowledge e. None of the above.c. AttitudeANS: C27. Which of the following is not one of the environmental influences discussed in Chapter 3?a. Attitudesb. Culturec. Familyd. Personal influencee. All of these are environmental influences discussed in Chapter 3.ANS: A28. ____ is used in the study of consumer behavior and refers to the values, ideas, artifacts and other symbols that help individuals communicate, interpret and evaluate as members of society.a. Culture d. Personal influenceb. Social Class e. Situational influencec. FamilyANS: A29. The most complex of the decision processes is:a. limited problem solving d. habitual decision makingb. midrange problem solving e. None of the above.c. extended problem solvingANS: C530. Consider the consumer making a purchase decision in a particular product category for the very first time. In this situation, it would be impossible for the consumer to make the purchase decision using which of the following decision processes?a. limited problem solving d. habitual decision makingb. midrange problem solving e. None of the above.c. extended problem solvingANS: D31. For repeat purchases, the two main forms of decision-making processes are ____ and


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