1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-1 3 Chapter Three Buyer Behaviors

2. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-2 F I G U R E 3. 1 Consumer Decision-Making Process

3. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-3 Information Search Internal search External search

4. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-4 External Search Ability to search Motivation Level of involvement Need for cognition Shopping enthusiasm Perceived cost versus benefit

5. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-5 Consumer Attitude Affective Cognitive Conative

6. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-6 Attitude Sequence and components Cognitive  Affective  Conative Affective  Conative  Cognitive Conative  Cognitive  Affective

7. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-7 What emotion does this Pamper Wipes advertisement solicit? Which attitude sequence would be the most likely for this product? “Some things can be rough.” “Her wipe shouldn’t be one of them.”

8. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-8 Comfortable life Equality Excitement Freedom Fun, exciting life Happiness Inner peace Mature love Personal accomplishment Pleasure Salvation Security Self-fulfillment Self-respect Sense of belonging Social acceptance Wisdom F I G U R E 3. 3 Personal Values

9. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-9 Which personal values does this Skeeter ad target?

10. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-10 F I G U R E 3. 4 Cognitive map for Ruby Tuesday

11. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-11 Processing of New Information Cognitive map Reinforce a current linkage. Modify a current linkage. Create a new linkage. What linkage is Miracle Whip attempting to create or reinforce with this TV advertisement?

12. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-12 Principles Concerning Processing of Information and Cognitive Mapping Cognitive mapping enhances movement of messages from short-term memory to long-term memory. Most persuasive messages reinforce current linkages. Repetition is necessary to establish new linkages. Difficult to modify or create new linkages.

13. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-13 Problem Recognition Information Search Evaluation of Alternatives Evoked set Multiattribute Affect referral Problem Recognition F I G U R E 3. 6 Methods of Evaluating Alternatives

14. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-14 The Evoked Set Method Inept set Inert set Evoked set

15. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-15 The Multiattribute Approach Brand’s performance for each attribute. Importance of each attribute. High-Involvement Products

16. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3-16 Affect Referral Saves mental energy. Multiattribute approach may have been used previously. Consumers often develop emotional bonds with brands.