Chapter 05 - Understanding Consumer Behavior
Chapter 05
Understanding Consumer Behavior
Test Item Table by Major Section of the Chapter and Level of Learning
Major Level of Learning (LL)
Section Level 1 Level 2 Level 3
of the Knowledge Comprehension Application
Chapter (Knows Basic (Understands Concepts & (Applies Principles)
and Terms & Facts) Principles)
Tracking
Studies
Enlightened 1, 2, 3, 4 5
Carmakers
Know What
Custom(h)ers
Value
(pp. 111-112)
Consumer 6, 7, 31, 43, 44, 48, 49, 57, 8, 9, 10, 11, 12, 13, 21, 25, 14, 15, 16, 17, 18, 19, 20, 22,
Purchase 58, 59, 60, 68, 69, 79, 83, 26, 34, 35, 37, 38, 39, 40, 41, 23, 24, 27, 28, 29, 30, 32, 33,
Decision 84, 258 45, 55, 56, 65, 66, 67, 70, 85, 36, 42, 46, 47, 50, 51, 52, 53,
Process and 86, 87, 88, 89, 90, 91, 92, 93, 54, 61, 62, 63, 64, 71, 72, 73,
Experience 94, 97, 100, 253, 254, 256, 74, 75, 76, 77, 78, 80, 81, 82,
257 95, 96, 98, 99, 101, 255, 259
(pp. 112-118)
Psychological 102, 103, 115, 118, 119, 104, 105, 106, 107, 108, 109, 120, 121, 130, 135, 138, 140,
Influences on 123, 124, 126, 127, 128, 110, 111, 112, 113, 114, 116, 146, 150, 154, 156, 159, 161,
Consumer 129, 132, 133, 136, 137, 117, 122, 125, 131, 134, 143, 162, 163, 165, 166, 177, 178,
Behavior 139, 141, 142, 144, 145, 149, 160, 169, 170, 171, 176, 179, 191, 192, 264
147, 148, 151, 152, 153, 180, 184, 187, 188, 189, 193,
(pp. 118-125)
155, 157, 158, 164, 167, 194, 195, 196, 197, 260, 261,
168, 172, 173, 174, 175, 262, 263, 265
181, 182, 183, 185, 186,
190
Sociocultural 199, 200, 201, 204, 205, 198, 202, 207, 218, 224, 225, 203, 206, 211, 212, 215, 217,
208, 209, 210, 213, 214, 226, 227, 228, 229, 230, 236, 221, 231, 232, 233, 234, 235,
Influences on
216, 219, 220, 222, 223, 240, 241, 242, 243, 247, 248, 252, 266, 269
Consumer
237, 238, 239, 244, 245, 249, 250, 251, 268
Behavior
246, 267
(pp. 126-133)
Video Case: 253, 254
Best Buy
(pp.135-137)
NOTE: Bold numbers indicate short essay questions. Underlined numbers indicate visually enhanced questions.
5-1
,Chapter 05 - Understanding Consumer Behavior
Test Item Table by Learning Objective and Level of Learning
Level of Learning (LL)
Learning Objective Level 1: Knowledge Level 2: Level 3: Application
(Knows Basic Terms Comprehension (Applies Principles)
(LO)
& Facts) (Understands
Concepts &
Principles)
LO1 Describe the 6, 7, 8, 31, 43, 44, 48, 49, 1, 2, 3, 4, 9, 10, 11, 12, 5, 14, 15, 16, 17, 18, 19,
stages in the 57, 58, 59, 60 13, 21, 25, 26, 34, 35, 37, 20, 22, 23, 24, 27, 28, 29,
consumer 38, 39, 40, 41, 45, 55, 56, 30, 32, 33, 36, 42, 46, 47,
purchase decision 65, 66, 67, 253, 254, 256 50, 51, 52, 53, 54, 61, 62,
process. 63, 64, 255
LO2 Distinguish 68, 69, 79, 83, 84, 90, 92, 70, 85, 86, 87, 88, 89, 91, 71, 72, 73, 74, 75, 76, 77,
among three 93, 258 94, 97, 100, 257 78, 80, 81, 82, 95, 96, 98,
variations of the 99, 101, 259
consumer
purchase decision
process: routine,
limited, and
extended problem
solving.
LO3 Identify major 102, 103, 115, 118, 119, 104, 105, 106, 107, 108, 120, 121, 130, 135, 138,
psychological 123, 124, 126, 127, 128, 109, 110, 111, 112, 113, 140, 146, 150, 154, 156,
influences on 129, 132, 133, 136, 137, 114, 116, 117, 122, 125, 159, 161, 162, 163, 165,
consumer 139, 141, 142, 144, 145, 131, 134, 143, 149, 160, 166, 177, 178, 179, 183,
behavior. 147, 148, 151, 152, 153, 169, 170, 171, 176, 180, 191, 192, 264
155, 157, 158, 164, 167, 184, 187, 188, 189, 193,
168, 172, 173, 174, 175, 194, 195, 196, 197, 260,
181, 182, 183, 185, 186, 261, 262, 263, 265
190
LO4 Identify the major 199, 200, 201, 204, 205, 198, 202, 207, 218, 224, 203, 206, 211, 212, 215,
sociocultural 208, 209, 210, 213, 214, 225, 226, 227, 228, 229, 217, 221, 231, 232, 233,
influences on 216, 219, 220, 222, 223, 230, 236, 240, 241, 242, 234, 235, 252, 266, 269
consumer 237, 238, 239, 244, 245, 243, 247, 248, 249, 250,
behavior. 246, 267 251, 268
NOTE: Bold numbers indicate short essay questions. Underlined numbers indicate visually enhanced question.
5-2
,Chapter 05 - Understanding Consumer Behavior
Multiple Choice Questions
1. Which of the following statements about how women today buy cars is most accurate?
A. Women have definite likes or dislikes when buying a car, but they don't feel comfortable
expressing their opinions.
B. Most women actually enjoy the price negotiation process.
C. The issue of "speed" is an important factor to men, but not really important to women.
D. Women are more likely to make their car purchase selection as a result of information
provided by a friend or a relative than from promotional information.
E. Women care more about exterior styles and lines and men are more concerned with cargo
space and gas mileage.
2. Women influence what percent of new car-buying decisions?
A. 15%
B. 28%
C. 46%
D. 62%
E. 83%
3. Which of the following statements about how women buy cars today is most accurate?
A. Women are more concerned with features that would help survive an accident; men are
more concerned with features that would help avoid an accident.
B. Women have definite likes or dislikes when buying a car, but they don't feel comfortable
expressing their opinions.
C. When it comes to the actual purchase process, women are much more adept negotiators
than men.
D. Women care more about exterior styles and lines and men are more concerned with cargo
space and gas mileage.
E. Women usually shop three dealerships before making a decision, and men usually only
shop two.
5-3
, Chapter 05 - Understanding Consumer Behavior
4. Enlightened carmakers hired women designers, engineers, and marketing executives to
better understand the way women decide to buy cars. They learned that
A. meeting the expectations of men during the car purchasing process was more difficult than
meeting those of women.
B. the majority of car purchasing decisions are made by men.
C. most women dislike buying cars.
D. men, rather than women, value storage space and effortless parking from a car.
E. sleek interiors and exteriors are really not too important in the final car-buying decision.
5. When General Motors started selling its Saturn cars, it announced that the cars would have
a non-negotiable price. There would be no negotiations. A customer who wanted to buy a
Saturn would pay the posted price. General Motors probably adopted this pricing policy
because
A. the industry was discussing the abandonment of self-regulation practices.
B. women have an intense dislike of price negotiation, yet still want to buy a car.
C. many recent immigrants into the United States were not accustomed to negotiation.
D. women distrust men in general; car salesmen in particular.
E. a sluggish economy guaranteed that negotiations would produce a less than adequate return
on investment.
6. The actions a person takes in purchasing and using products and services, including the
mental and social processes that come before and after these actions are referred to as
A. customer conduct.
B. market research.
C. consumer behavior.
D. consumer conduct.
E. purchase protocol.
5-4
Chapter 05
Understanding Consumer Behavior
Test Item Table by Major Section of the Chapter and Level of Learning
Major Level of Learning (LL)
Section Level 1 Level 2 Level 3
of the Knowledge Comprehension Application
Chapter (Knows Basic (Understands Concepts & (Applies Principles)
and Terms & Facts) Principles)
Tracking
Studies
Enlightened 1, 2, 3, 4 5
Carmakers
Know What
Custom(h)ers
Value
(pp. 111-112)
Consumer 6, 7, 31, 43, 44, 48, 49, 57, 8, 9, 10, 11, 12, 13, 21, 25, 14, 15, 16, 17, 18, 19, 20, 22,
Purchase 58, 59, 60, 68, 69, 79, 83, 26, 34, 35, 37, 38, 39, 40, 41, 23, 24, 27, 28, 29, 30, 32, 33,
Decision 84, 258 45, 55, 56, 65, 66, 67, 70, 85, 36, 42, 46, 47, 50, 51, 52, 53,
Process and 86, 87, 88, 89, 90, 91, 92, 93, 54, 61, 62, 63, 64, 71, 72, 73,
Experience 94, 97, 100, 253, 254, 256, 74, 75, 76, 77, 78, 80, 81, 82,
257 95, 96, 98, 99, 101, 255, 259
(pp. 112-118)
Psychological 102, 103, 115, 118, 119, 104, 105, 106, 107, 108, 109, 120, 121, 130, 135, 138, 140,
Influences on 123, 124, 126, 127, 128, 110, 111, 112, 113, 114, 116, 146, 150, 154, 156, 159, 161,
Consumer 129, 132, 133, 136, 137, 117, 122, 125, 131, 134, 143, 162, 163, 165, 166, 177, 178,
Behavior 139, 141, 142, 144, 145, 149, 160, 169, 170, 171, 176, 179, 191, 192, 264
147, 148, 151, 152, 153, 180, 184, 187, 188, 189, 193,
(pp. 118-125)
155, 157, 158, 164, 167, 194, 195, 196, 197, 260, 261,
168, 172, 173, 174, 175, 262, 263, 265
181, 182, 183, 185, 186,
190
Sociocultural 199, 200, 201, 204, 205, 198, 202, 207, 218, 224, 225, 203, 206, 211, 212, 215, 217,
208, 209, 210, 213, 214, 226, 227, 228, 229, 230, 236, 221, 231, 232, 233, 234, 235,
Influences on
216, 219, 220, 222, 223, 240, 241, 242, 243, 247, 248, 252, 266, 269
Consumer
237, 238, 239, 244, 245, 249, 250, 251, 268
Behavior
246, 267
(pp. 126-133)
Video Case: 253, 254
Best Buy
(pp.135-137)
NOTE: Bold numbers indicate short essay questions. Underlined numbers indicate visually enhanced questions.
5-1
,Chapter 05 - Understanding Consumer Behavior
Test Item Table by Learning Objective and Level of Learning
Level of Learning (LL)
Learning Objective Level 1: Knowledge Level 2: Level 3: Application
(Knows Basic Terms Comprehension (Applies Principles)
(LO)
& Facts) (Understands
Concepts &
Principles)
LO1 Describe the 6, 7, 8, 31, 43, 44, 48, 49, 1, 2, 3, 4, 9, 10, 11, 12, 5, 14, 15, 16, 17, 18, 19,
stages in the 57, 58, 59, 60 13, 21, 25, 26, 34, 35, 37, 20, 22, 23, 24, 27, 28, 29,
consumer 38, 39, 40, 41, 45, 55, 56, 30, 32, 33, 36, 42, 46, 47,
purchase decision 65, 66, 67, 253, 254, 256 50, 51, 52, 53, 54, 61, 62,
process. 63, 64, 255
LO2 Distinguish 68, 69, 79, 83, 84, 90, 92, 70, 85, 86, 87, 88, 89, 91, 71, 72, 73, 74, 75, 76, 77,
among three 93, 258 94, 97, 100, 257 78, 80, 81, 82, 95, 96, 98,
variations of the 99, 101, 259
consumer
purchase decision
process: routine,
limited, and
extended problem
solving.
LO3 Identify major 102, 103, 115, 118, 119, 104, 105, 106, 107, 108, 120, 121, 130, 135, 138,
psychological 123, 124, 126, 127, 128, 109, 110, 111, 112, 113, 140, 146, 150, 154, 156,
influences on 129, 132, 133, 136, 137, 114, 116, 117, 122, 125, 159, 161, 162, 163, 165,
consumer 139, 141, 142, 144, 145, 131, 134, 143, 149, 160, 166, 177, 178, 179, 183,
behavior. 147, 148, 151, 152, 153, 169, 170, 171, 176, 180, 191, 192, 264
155, 157, 158, 164, 167, 184, 187, 188, 189, 193,
168, 172, 173, 174, 175, 194, 195, 196, 197, 260,
181, 182, 183, 185, 186, 261, 262, 263, 265
190
LO4 Identify the major 199, 200, 201, 204, 205, 198, 202, 207, 218, 224, 203, 206, 211, 212, 215,
sociocultural 208, 209, 210, 213, 214, 225, 226, 227, 228, 229, 217, 221, 231, 232, 233,
influences on 216, 219, 220, 222, 223, 230, 236, 240, 241, 242, 234, 235, 252, 266, 269
consumer 237, 238, 239, 244, 245, 243, 247, 248, 249, 250,
behavior. 246, 267 251, 268
NOTE: Bold numbers indicate short essay questions. Underlined numbers indicate visually enhanced question.
5-2
,Chapter 05 - Understanding Consumer Behavior
Multiple Choice Questions
1. Which of the following statements about how women today buy cars is most accurate?
A. Women have definite likes or dislikes when buying a car, but they don't feel comfortable
expressing their opinions.
B. Most women actually enjoy the price negotiation process.
C. The issue of "speed" is an important factor to men, but not really important to women.
D. Women are more likely to make their car purchase selection as a result of information
provided by a friend or a relative than from promotional information.
E. Women care more about exterior styles and lines and men are more concerned with cargo
space and gas mileage.
2. Women influence what percent of new car-buying decisions?
A. 15%
B. 28%
C. 46%
D. 62%
E. 83%
3. Which of the following statements about how women buy cars today is most accurate?
A. Women are more concerned with features that would help survive an accident; men are
more concerned with features that would help avoid an accident.
B. Women have definite likes or dislikes when buying a car, but they don't feel comfortable
expressing their opinions.
C. When it comes to the actual purchase process, women are much more adept negotiators
than men.
D. Women care more about exterior styles and lines and men are more concerned with cargo
space and gas mileage.
E. Women usually shop three dealerships before making a decision, and men usually only
shop two.
5-3
, Chapter 05 - Understanding Consumer Behavior
4. Enlightened carmakers hired women designers, engineers, and marketing executives to
better understand the way women decide to buy cars. They learned that
A. meeting the expectations of men during the car purchasing process was more difficult than
meeting those of women.
B. the majority of car purchasing decisions are made by men.
C. most women dislike buying cars.
D. men, rather than women, value storage space and effortless parking from a car.
E. sleek interiors and exteriors are really not too important in the final car-buying decision.
5. When General Motors started selling its Saturn cars, it announced that the cars would have
a non-negotiable price. There would be no negotiations. A customer who wanted to buy a
Saturn would pay the posted price. General Motors probably adopted this pricing policy
because
A. the industry was discussing the abandonment of self-regulation practices.
B. women have an intense dislike of price negotiation, yet still want to buy a car.
C. many recent immigrants into the United States were not accustomed to negotiation.
D. women distrust men in general; car salesmen in particular.
E. a sluggish economy guaranteed that negotiations would produce a less than adequate return
on investment.
6. The actions a person takes in purchasing and using products and services, including the
mental and social processes that come before and after these actions are referred to as
A. customer conduct.
B. market research.
C. consumer behavior.
D. consumer conduct.
E. purchase protocol.
5-4
