Question 1

Briefly describe each stage of the customer decision-making process.

Accepted Answer

Stage 1: Problem Recognition: First the customer must recognise that there is a problem.This consists of the customer realising that their current state of affairs differs significantly from some ideal state.
Stage 2: Information Search and Evaluation: The customer must collect information from sources and establish evaluative criteria with which to compare one product or service with another.
Stage 3: Purchase Decision: The consumer is now ready to decide where or how to make the purchase and uses the information gathered in the preceding step to make a final choice.
Stage 4: Post-purchase evaluation: The customer will evaluate whether or not he likes the product or service which will affect future purchase choices.

Question 2

Match the term with its definition.
a.80/20 Principle
b.Customer database
c.Customer segmentation strategy
d.Evaluative criteria
e.Evoked set
f.Perception
g.Perceptual categorisation
h.Post-purchase dissonance
i.Touch point
j.Transactional relationship
-The individual processes that give meaning to the stimuli confronting consumers.

Accepted Answer

f

Question 3

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer lifetime value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorisation
k.Reference group
l.Social classes
-Behavioural patterns and values that characterise a group of consumers in a target market.

Accepted Answer

b

Question 4

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer lifetime value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorisation
k.Reference group
l.Social classes
-The starting point for all behaviour.

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 5

Match the term with its definition.
a.80/20 Principle
b.Customer database
c.Customer segmentation strategy
d.Evaluative criteria
e.Evoked set
f.Perception
g.Perceptual categorisation
h.Post-purchase dissonance
i.Touch point
j.Transactional relationship
-A process of identifying customers that fit into smaller, more homogeneous groups.

Accepted Answer

The answer of Match the term with its definition.
a.80/20 Principle
b.Customer...

Question 6

Most customer service problems are identified by:

Accepted Answer

A) personal observation. 
B) outside consultants. 
C) customer complaints. 
D) entries in a suggestion box. 
A) personal observation. 
B) outside consultants. 
C) customer complaints. 
D) entries in a suggestion box.

Question 7

A marketer must determine which motivations the consumer will perceive as acceptable to satisfy a need in a given situation.

Accepted Answer

A) True 
 B)False

Question 8

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer lifetime value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorisation
k.Reference group
l.Social classes
-Goal-oriented forces that organise and give direction to the tension caused by unsatisfied needs.

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 9

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer lifetime value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorisation
k.Reference group
l.Social classes
-An approach that recognises that, with every interaction, customers learn something about a company that will affect their desire to do business there in the future

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 10

There must be a company-wide commitment to CRM concept if CRM is to be productive.

Accepted Answer

A) True 
 B)False

Question 11

Nikita's decision to buy her shoes at the same shop that her boss patronises is the result of which sociological influence?

Accepted Answer

A) Culture 
B) Opinion leaders 
C) Reference groups 
D) Social class 
A) Culture 
B) Opinion leaders 
C) Reference groups 
D) Social class

Question 12

The dress looked so cute in the store window, but after she brought it home, Victoria began having second thoughts about her purchase.Victoria is experiencing:

Accepted Answer

A) post-purchase dissonance. 
B) post-purchase satisfaction. 
C) cognitive dissonance. 
D) post-decisional distress. 
A) post-purchase dissonance. 
B) post-purchase satisfaction. 
C) cognitive dissonance. 
D) post-decisional distress.

Question 13

Erica often shops at a retail store where her friends shop because of her desire to be affiliated with the group.The friends are exerting ______ power over Erin.

Accepted Answer

A) expert 
B) group 
C) referent 
D) expert. 
A) expert 
B) group 
C) referent 
D) expert.

Question 14

When Sarah decided to make an offer on a house, this action illustrated she is in the _____ stage of the consumer decision-making process.

Accepted Answer

A) information search and evaluation 
B) need recognition 
C) post-purchase evaluation 
D) purchase decision 
A) information search and evaluation 
B) need recognition 
C) post-purchase evaluation 
D) purchase decision

Question 15

It is important to keep in touch with a customer and make a sales pitch each time.

Accepted Answer

A) True 
 B)False

Question 16

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer lifetime value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorisation
k.Reference group
l.Social classes
-A group member who plays a key communication role.

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 17

Behavioural patterns and values that characterise a group of consumers in a target market are called:

Accepted Answer

A) reference groups. 
B) cultures. 
C) social classes. 
D) perceptual categories. 
A) reference groups. 
B) cultures. 
C) social classes. 
D) perceptual categories.

Question 18

Jeff has concluded that his company selling professional football merchandise needs to increase its line of shirts.He is in the ____ stage of the consumer decision-making process.

Accepted Answer

A) information search and evaluation 
B) need recognition 
C) post-purchase evaluation 
D) purchase decision 
A) information search and evaluation 
B) need recognition 
C) post-purchase evaluation 
D) purchase decision

Question 19

Evoked sets are features or characteristics of products or services that are used to compare brands.

Accepted Answer

A) True 
 B)False

Question 20

According to consumer information-processing theory, _____ is the final stage through which consumers progress.

Accepted Answer

A) cognitive dissonance 
B) evaluative categorisation 
C) post-purchase evaluation 
D) purchase decision 
A) cognitive dissonance 
B) evaluative categorisation 
C) post-purchase evaluation 
D) purchase decision

Briefly describe each stage of the customer decision-making process.

Most customer service problems are identified by:

A marketer must determine which motivations the consumer will perceive as acceptable to satisfy a need in a given situation.

There must be a company-wide commitment to CRM concept if CRM is to be productive.

Nikita's decision to buy her shoes at the same shop that her boss patronises is the result of which sociological influence?

The dress looked so cute in the store window, but after she brought it home, Victoria began having second thoughts about her purchase.Victoria is experiencing:

Erica often shops at a retail store where her friends shop because of her desire to be affiliated with the group.The friends are exerting ______ power over Erin.

When Sarah decided to make an offer on a house, this action illustrated she is in the _____ stage of the consumer decision-making process.

It is important to keep in touch with a customer and make a sales pitch each time.

Behavioural patterns and values that characterise a group of consumers in a target market are called:

Jeff has concluded that his company selling professional football merchandise needs to increase its line of shirts.He is in the ____ stage of the consumer decision-making process.

Evoked sets are features or characteristics of products or services that are used to compare brands.

According to consumer information-processing theory, _____ is the final stage through which consumers progress.

The Entrepreneurial Life

Integrity, Ethics And, Social Entrepreneurship

Starting a Small Business

Franchising and Buyouts

The Family Business

The Business Plan: Visualizing the Dream

The Marketing Plan

The Organizational Plan: Teams, Legal Structures, Alliances, and Directors

The Location Plan

Understanding a Firms Financial Statements

Forecasting Financial Requirements

A Firms Sources of Financing

Planning for the Harvest

Product and Supply Chain Management

Pricing and Credit Decisions

Promotional Planning

Global Opportunities for Small Business

Professional Management and the Small Business

Managing Human Resources

Managing Operations

Managing the Firms Assets

Managing Risk in the Small Business

Filters

Exam 14: Building Customer Relationships

Briefly describe each stage of the customer decision-making process.

Most customer service problems are identified by:

A marketer must determine which motivations the consumer will perceive as acceptable to satisfy a need in a given situation.

There must be a company-wide commitment to CRM concept if CRM is to be productive.

Nikita's decision to buy her shoes at the same shop that her boss patronises is the result of which sociological influence?

The dress looked so cute in the store window, but after she brought it home, Victoria began having second thoughts about her purchase.Victoria is experiencing:

Erica often shops at a retail store where her friends shop because of her desire to be affiliated with the group.The friends are exerting ______ power over Erin.

When Sarah decided to make an offer on a house, this action illustrated she is in the _____ stage of the consumer decision-making process.

It is important to keep in touch with a customer and make a sales pitch each time.

Behavioural patterns and values that characterise a group of consumers in a target market are called:

Jeff has concluded that his company selling professional football merchandise needs to increase its line of shirts.He is in the ____ stage of the consumer decision-making process.

Evoked sets are features or characteristics of products or services that are used to compare brands.

According to consumer information-processing theory, _____ is the final stage through which consumers progress.

The Entrepreneurial Life

Integrity, Ethics And, Social Entrepreneurship

Starting a Small Business

Franchising and Buyouts

The Family Business

The Business Plan: Visualizing the Dream

The Marketing Plan

The Organizational Plan: Teams, Legal Structures, Alliances, and Directors

The Location Plan

Understanding a Firms Financial Statements

Forecasting Financial Requirements

A Firms Sources of Financing

Planning for the Harvest

Product and Supply Chain Management

Pricing and Credit Decisions

Promotional Planning

Global Opportunities for Small Business

Professional Management and the Small Business

Managing Human Resources

Managing Operations

Managing the Firms Assets

Managing Risk in the Small Business

Filters