Exam 4: Customer Behavior

The General Model of Customer Experience cannot begin until:

An example of word of mouth might be when customers contact the manufacturer with complaints or compliments about a product by telephone.

Peter worked in construction before getting a degree in marketing. He was often called in from the Marketing area to help the firm consider proposals on any building or renovations in the company's stores. What function was Peter playing in the new store work?

One of the results of the evolution of marketing is that the focus has changed from a specific sale to what happens before and after the purchase, and what influences customer behavior in general.

Marketers use the General Model of Customer Experience and Maslow's Hierarchy of needs, although both models have weak points or there are conditions where they do not apply. If they are not universally true, why would a marketer rely on them?

Michael went through a very detailed search process to determine and buy the best computer for both his gaming and schoolwork. Instead of being happy with his new computer, he is wondering if he made the right choice, if he examined enough alternatives and whether he should have purchased a different brand. His friends who were majoring in marketing let him vent, but didn't take his concerns seriously as they knew he was suffering from a natural phenomenon known as:

Which of the following is NOT correct when considering word of mouth feedback after the purchase of an item?

For a customer to satisfy a need, he or she will need to search for information about how to satisfy that need. Which of the following is NOT true about the information search process?

One of the important assumptions in marketing is that customers make rational decisions in the context and at the time of the purchase.

Angela travels often for work. Sometimes she will do an extensive search to find a special restaurant, but when in a hurry she will fall back on a couple of favorites she knows she likes without thinking too much about it. These decision "short cuts" are known as:

As customers learn more and more about specific products, they can limit their internal and external searches for information. When thinking about the level of learning and what will be required to provide the customer with the information he or she needs before purchasing, marketers use the term:

When customers face the common situation where they might use heuristics or engage in some conscious Information Search and Evaluation of Alternatives, they are exhibiting which kind of contextual influence?

Once a customer has evaluated alternatives and made a choice, three basic issues are left: where to buy, how to pay for it, and:

Which of the following is one of the major challenges in business-to-business marketing in working with a buying center?

Jeremy tried a new-flavored energy drink and hated it. He said, "I'll know better next time." This is an example of how future internal information searches are facilitated.

After Erin recognized a need to replace a ruined smart phone, she began trying to recall everything she had heard recently about smartphones and where she could get more information. Erin was at which stage of the General Model of Customer Experience?

As customers are completing their information search in the General Model of Customer Experience, they:

Last year, Josh felt cars made in the United States were far superior to those made in Germany or Japan, but now, when he needs a car, German cars are at the top of his list. He has been paying attention to information provided by companies. Marketers know that information and other tools can help create:

Brianna was asked by the CMO of her firm to watch customers in a local mall to look at what was influencing customers' decisions. Brianna had to look for factors like time, motivation, and the physical environment. These influences were part of which category of influences on the customer experience?

Ellen and Beth were at the same restaurant one evening, though they do not know each other. Ellen had a superb experience from service to the quality of the food. Beth, on the other hand, had to wait a long time before being seated, had inattentive service and had problems with the food, sending two items back to the kitchen. From what you know about marketing and the General Model of Customer Experience, what would you predict is likely to happen?