Chapter 11 In REVIEW
Consumers in Situations
Understand how value varies with situations.
The value a consumer obtains from a purchase or consumption act varies based on the
context in which the act takes place. These contex
Chapter 8 In REVIEW
Understand how culture provides the true meaning of objects
Culture is the set of commonly held societal beliefs that define what behaviours are
socially gratifying among a societal grou
1. What is the term for descriptions of how individual consumers differ according to specific
traits or patterns of behaviour?
a. individual difference variables
b. individual descriptor variables
c. personality variables
d. individual lif
Chapter 14: Consumption to Satisfaction
1. Permanent goods are goods that are consumed over long periods of time.
These are called durable goods.
2. A refrigerator is an example of a durable good.
Chapter 9: Microcultures
1. A microculture is not really considered a culture.
A microculture is indeed a culture, only smaller.
2. A microculture is less significant than the overall culture in terms of th
Chapter 12: Decision Making I: Need Recognition and Search
1. The activities found in the decision-making process are referred to as steps because consumers
proceed through the activities in sequential fashion and always complete the process.
Chapter 15: Consumer Relationships
1. Confirmation refers to the extent that consumers believe the processes involved in processing
a transaction and handling a complaint are fair.
This is procedural justice.
Chapter 2: Value and the Consumer Behaviour Value Framework
1. The Consumer Behaviour Framework (CBF) represents consumer behaviour theory
illustrating factors that shape consumption-related behaviours and ultimately determine the
Chapter 13: Decision Making II: Alternative Evaluation and Choice
1. Evaluative criteria are the attributes, features, or potential benefits that consumers consider
when reviewing possible solutions to a problem.
Chapter 3: Consumer Learning Starts Here: Perception
1. Perception refers to a change in behaviour resulting from the interaction between a person and
This is learning.
2. Comprehension refers t
Chapter 11: Consumers in Situations
1. Situational influences are things that influence consumers that are independent of enduring
consumer, brand, or product characteristics.
2. Situational influences change t
Chapter 8: Consumer Culture
1. Consumer culture is commonly held societal beliefs that define what is socially gratifying.
2. The primary function of culture is to facilitate communication among members of that
Chapter 4: Comprehension, Memory, and Cognitive Learning
1. Cognitive learning focuses on mental processes occurring as consumers comprehend and
elaborate upon information that they receive.
2. Cognitive learni
Chapter 7: Attitudes and Attitude Change
1. According to the ABC approach to attitudes, attitudes possess three important components:
affect, beliefs, and cognitions.
According to the ABC approach to attitudes, attitudes possess three im
Chapter 10: Group and Interpersonal Influence
1. A relevant group is a group of individuals that has significant relevance for a consumer and
that has an impact on the consumers evaluations, aspirations, and behaviour.
A reference group
Chapter 5: Motivation and Emotion: Driving Consumer Behaviour
1. Motivations are the inner reasons or driving forces behind human actions as consumers are
driven to address real needs.
2. Human motivations are
Chapter 14 In REVIEW
Consumption to Satisfaction
Gain an appreciation of the link from consumption to value to
Consumers receive value from marketing efforts through consumption. Consumers
consume products, services, and expe
Chapter 15 In REVIEW
List and define the behavioural outcomes of consumption.
Complaining behaviour occurs when a consumer actively seeks out someone to share an
opinion with regarding a negative consumption event. W
Chapter 12 In REVIEW
Decision Making I: Need Recognition and Search
actual state (p. 258) consumers perceived current state
Understand the activities involved in the consumer decisionmaking process.
awareness set (p. 261) se
PART B: Essay Type Questions
Please answer FOUR of the following 5 questions. Each of the 4 questions that you choose to
answer is worth 10 points.
Please proceed 9
Page 9 of 15 For instructor use only:
MC=llé SA To
DO! th QILLQC Timing
The Creation and Diffusion of innovations
What are innovations?
How can we categorize them?
What factors impact success versus failure of new products?
Chapter 8Addressing Concerns and Earning Commitment
1. The Introduction to Chapter 8 focused on Burt Teplitzky. What did he do when dealing with
a. use humour to build rapport and reinforce selling points
b. use nonv
Chapter 16: Consumer and Marketing Misbehaviour
1. Consumer misbehaviour is behaviour that violates generally accepted norms of conduct.
2. Consumer misbehaviour may be viewed as a subset of a more general topi
Chapter 13 In REVIEW
Decision Making II: Alternative Evaluation and Choice
Understand the difference between evaluative criteria and
The attributes that consumers consider when evaluating alternative so
Chapter 1: What Is CB and Why Should I Care?
1. An understanding of consumer behaviour can mean better business for companies, better
public policy for governments, and a better life for individuals.
2. While c
Chapter 10Adding Value: Self-Leadership and Teamwork
1. The Introduction to Chapter 10 focused on Dave Kahle, a consultant and sales trainer. Which
of the following statements describes his beliefs with respect to training salespeople?
Chapter 7Sales Dialogue: Creating and Communicating Value
1. The Introduction to Chapter 7 presented the challenges of todays selling environment in
terms of tougher competition, lower profit margins, and decreasing product differentiation