MKT 300 Exam 2 Alabama – Questions and Answers
Articulate the steps in the consumer buying process - -Need recognition - unsatisfied need
Information Search - second step is to search for information about the various options that
exist to satisfy that need.
Alternative Evaluation - occurs during the stage of information search considering the
alternatives in a purchase.
Purchase - occurs after evaluating alternatives
Post Purchase - Customer satisfaction Postpurchase Cognitive Dissonance - buyers remorse
usually after purchases expensive items.
-Describe the difference between functional and psychological needs. - -Functional needs
pertain to the performance of a product. Psychological needs pertain to the personal
gratification consumers associate with a product and/or service.
-Describe factors that affect information search. - -The perceived benefits v. perceived
costs of search - it is worth the time and effort to search for information about a product or
service. The loss of control - Internal locus of control believe they have some control over
the outcomes of their actions more search activities.houses
External locos of control consumers believe in fate not how much they research a product.
stocks
-Discuss postpurchase outcomes. - -Customer satisfaction if customers are satisfied they
usually do not give good reviews but if they are disappointed they give negative feedback.
Post purchase Dissonance - buyers remorse internal conflict that arises from an
inconsistency between two beliefs or between beliefs and behavior.
Customer loyalty - marketers want customers to be satisfied to solidify loyal relationships
Undesirable Consumer Behavior - passive customers do not repeat purchases. Negative
consumer behavior is more serious _ Negative word of mouth they go out of their way to
damage a brand if they are dissatisfied.
-List the factors that affect the consumer decision process. - -Product
Price
Place
Promotion
Motives, Attitudes, Perceptions, Learning, Lifestyle
Marketing mix, Psychological factors, consumer decision process Social factors Situational
factors, Family Reference groups, Culture, Purchase situation, Shopping situations,
Temporal State
-Describe how involvement influences the consumer decision process. - -extended
-Maslow's Hierarchy of Needs - -Physiological
Safety
Love
Articulate the steps in the consumer buying process - -Need recognition - unsatisfied need
Information Search - second step is to search for information about the various options that
exist to satisfy that need.
Alternative Evaluation - occurs during the stage of information search considering the
alternatives in a purchase.
Purchase - occurs after evaluating alternatives
Post Purchase - Customer satisfaction Postpurchase Cognitive Dissonance - buyers remorse
usually after purchases expensive items.
-Describe the difference between functional and psychological needs. - -Functional needs
pertain to the performance of a product. Psychological needs pertain to the personal
gratification consumers associate with a product and/or service.
-Describe factors that affect information search. - -The perceived benefits v. perceived
costs of search - it is worth the time and effort to search for information about a product or
service. The loss of control - Internal locus of control believe they have some control over
the outcomes of their actions more search activities.houses
External locos of control consumers believe in fate not how much they research a product.
stocks
-Discuss postpurchase outcomes. - -Customer satisfaction if customers are satisfied they
usually do not give good reviews but if they are disappointed they give negative feedback.
Post purchase Dissonance - buyers remorse internal conflict that arises from an
inconsistency between two beliefs or between beliefs and behavior.
Customer loyalty - marketers want customers to be satisfied to solidify loyal relationships
Undesirable Consumer Behavior - passive customers do not repeat purchases. Negative
consumer behavior is more serious _ Negative word of mouth they go out of their way to
damage a brand if they are dissatisfied.
-List the factors that affect the consumer decision process. - -Product
Price
Place
Promotion
Motives, Attitudes, Perceptions, Learning, Lifestyle
Marketing mix, Psychological factors, consumer decision process Social factors Situational
factors, Family Reference groups, Culture, Purchase situation, Shopping situations,
Temporal State
-Describe how involvement influences the consumer decision process. - -extended
-Maslow's Hierarchy of Needs - -Physiological
Safety
Love
