Question 1

Consumer behavior includes the behavior that consumers display in searching,purchasing,evaluating and disposal of products and services.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is considered an example of consumer behavior?

Accepted Answer

A)  Janice prefers to buy name-brand pain relievers like Tylenol and Advil, rather than the store brand. 
B)  Javier generally gets gas on Monday mornings on his way to work. 
C)  Jessica prefers to buy her produce from the farmer's market instead of the grocery store. 
D)  Jeremy generally recycles his old newspapers and cardboard boxes. 
E)  All of the above are examples of consumer behavior. 
A)  Janice prefers to buy name-brand pain relievers like Tylenol and Advil, rather than the store brand. 
B)  Javier generally gets gas on Monday mornings on his way to work. 
C)  Jessica prefers to buy her produce from the farmer's market instead of the grocery store. 
D)  Jeremy generally recycles his old newspapers and cardboard boxes. 
E)  All of the above are examples of consumer behavior.

Question 3

The production orientation focuses on profit through ________,while the marketing concept focuses on profits based on ________.

Accepted Answer

A)  product innovation; aggressive advertising 
B)  cost control; customer satisfaction 
C)  customer satisfaction; product innovation 
D)  customer satisfaction; aggressive advertising 
E)  product innovation; sales volume 
A)  product innovation; aggressive advertising 
B)  cost control; customer satisfaction 
C)  customer satisfaction; product innovation 
D)  customer satisfaction; aggressive advertising 
E)  product innovation; sales volume

Question 4

Organizational consumers include both for profit and non-profit organization.

Accepted Answer

A) True 
 B)False

Question 5

Gloria always uses Tide laundry detergent and stocks up whenever she sees a sale.As a result,she rarely pays full price for detergent.On the customer profitability pyramid,Gloria is most likely to fall into the ________ tier.

Accepted Answer

A)  gold 
B)  lead 
C)  silver 
D)  iron 
E)  platinum 
A)  gold 
B)  lead 
C)  silver 
D)  iron 
E)  platinum

Question 6

AIRLINE MINI CASE: Transatlantic Airlines flies between popular destinations in the US and western Europe, and claims to deliver "a first class experience for every passenger." All ticket purchases are made on-line, and users of the Transatlantic web site must register before they search for flights.Transatlantic uses this information to determine which consumers are generating the most profits for the company, which services they purchase most frequently, and which services they are potentially interested in but are not purchasing.This information is then used to make specific promotional offers to profitable customers in an attempt to retain their business and to expand the range of flight services that they purchase.Transatlantic also uses this information to provide unexpected perks to highly profitable customers, like free upgrades to first class.
-In the AIRLINE MINI CASE,Transatlantic uses information gathered from consumer searches on its website to better understand the behavior of its consumers.This kind of data collection and analysis is an example of ________.

Accepted Answer

A)  consumer research 
B)  building customer trust 
C)  broadcasting 
D)  organizational consumption 
E)  customer value 
A)  consumer research 
B)  building customer trust 
C)  broadcasting 
D)  organizational consumption 
E)  customer value

Question 7

________ is one of the most pervasive of all types of consumer behavior because we all act as personal consumers.

Accepted Answer

A)  End-use consumption 
B)  Organizational consumption 
C)  Societal consumption 
D)  Philanthropic consumption 
E)  Institutional consumption 
A)  End-use consumption 
B)  Organizational consumption 
C)  Societal consumption 
D)  Philanthropic consumption 
E)  Institutional consumption

Question 8

________ is defined as the ratio between the customer's perceived benefits and the resources used to obtain those benefits.

Accepted Answer

A)  Customer satisfaction 
B)  Customer value 
C)  Customer relationship management 
D)  Consumer decision making 
E)  Consumer marketing 
A)  Customer satisfaction 
B)  Customer value 
C)  Customer relationship management 
D)  Consumer decision making 
E)  Consumer marketing

Question 9

Norman dislikes the health insurance plan provided by his employer,but is unwilling to switch to a different health insurer because obtaining private health insurance would be significantly more expensive than the employer-subsidized plan in which he is currently enrolled.With regard to health insurance,Norman is best described as a(n)________.

Accepted Answer

A)  loyalist 
B)  apostle 
C)  hostage 
D)  terrorist 
E)  mercenary 
A)  loyalist 
B)  apostle 
C)  hostage 
D)  terrorist 
E)  mercenary

Question 10

A ________ strategy is designed to make it in the best interest of customers to stay with a company rather than switch to another company.

Accepted Answer

A)  customer retention 
B)  narrowcasting 
C)  market segmentation 
D)  market targeting 
E)  positioning 
A)  customer retention 
B)  narrowcasting 
C)  market segmentation 
D)  market targeting 
E)  positioning

Question 11

The key assumption underlying the marketing concept is that ________.

Accepted Answer

A)  if manufacturers make a product, consumers will buy it 
B)  a company must determine the needs and wants of specific target markets and deliver the desired satisfactions better than the competition in order to be successful 
C)  the primary focus of a business should be producing as much as it can, in the cheapest way possible 
D)  consumers are most interested in obtaining generic products at low prices 
E)  consumers are unlikely to buy a product unless they are aggressively persuaded to do so 
A)  if manufacturers make a product, consumers will buy it 
B)  a company must determine the needs and wants of specific target markets and deliver the desired satisfactions better than the competition in order to be successful 
C)  the primary focus of a business should be producing as much as it can, in the cheapest way possible 
D)  consumers are most interested in obtaining generic products at low prices 
E)  consumers are unlikely to buy a product unless they are aggressively persuaded to do so

Question 12

Identify and discuss the reasons for which small reductions in customer defections produce significant increases in profits.

Accepted Answer

There are four primary reasons why small

Question 13

AIRLINE MINI CASE: Transatlantic Airlines flies between popular destinations in the US and western Europe, and claims to deliver "a first class experience for every passenger." All ticket purchases are made on-line, and users of the Transatlantic web site must register before they search for flights.Transatlantic uses this information to determine which consumers are generating the most profits for the company, which services they purchase most frequently, and which services they are potentially interested in but are not purchasing.This information is then used to make specific promotional offers to profitable customers in an attempt to retain their business and to expand the range of flight services that they purchase.Transatlantic also uses this information to provide unexpected perks to highly profitable customers, like free upgrades to first class.
-In the AIRLINE MINI CASE,Transatlantic Airlines identifies the most profitable customers and offers them specific incentives,a practice known as ________.

Accepted Answer

A)  social marketing 
B)  customer profitability-focused marketing 
C)  market targeting 
D)  market segmentation 
E)  product positioning 
A)  social marketing 
B)  customer profitability-focused marketing 
C)  market targeting 
D)  market segmentation 
E)  product positioning

Question 14

Courtney has been looking at laptop computers for a while and has decided to purchase a Dell.Courtney's decision to purchase a Dell signifies her adoption of the product.

Accepted Answer

A) True 
 B)False

Question 15

The selling concept focuses on the needs of the ________ and on existing products,while the marketing concept focuses on the needs of the ________.

Accepted Answer

A)  manufacturer; seller 
B)  buyer; manufacturer 
C)  seller; buyer 
D)  seller; manufacturer 
E)  buyer; seller 
A)  manufacturer; seller 
B)  buyer; manufacturer 
C)  seller; buyer 
D)  seller; manufacturer 
E)  buyer; seller

Question 16

A company's value proposition helps establish customer expectations,which the company must consistently fulfill.

Accepted Answer

A) True 
 B)False

Question 17

Compare the production orientation and the marketing orientation on three major points.

Accepted Answer

The production orientation's major focus

Question 18

Kevin's company owns a factory that can produce 1,000 widgets per week.His primary focus is on getting consumers to purchase as many widgets as possible to ensure that he is maximizing his sales relative to his production capacity.Kevin's business is exhibiting the ________.

Accepted Answer

A)  marketing concept 
B)  product orientation 
C)  not-for-profit orientation 
D)  sales orientation 
E)  market orientation 
A)  marketing concept 
B)  product orientation 
C)  not-for-profit orientation 
D)  sales orientation 
E)  market orientation

Question 19

An individual's perception of the performance of a product or service in relation to one's expectations is known as ________.

Accepted Answer

A)  market segmentation 
B)  customer satisfaction 
C)  market targeting 
D)  product placement 
E)  product promotion 
A)  market segmentation 
B)  customer satisfaction 
C)  market targeting 
D)  product placement 
E)  product promotion

Question 20

RYAN'S RUNNERS MINI CASE: Ryan wants to open a store that caters to athletes, but, due to space and budgetary constraints, he recognizes that he will not be able to offer the same variety and selection of products as does the local athletic mega-store, so he has decided to focus specifically on runners.He stocks shoes and related gear for runners, and maintains a staff that is knowledgeable and enthusiastic about running.Ryan's advertising campaign emphasizes his store's high standard of customer service and selection of products specifically tailored to meet the needs of the runner.
-In the RYAN'S RUNNERS MINI CASE,which of the following is most likely to represent the unique selling proposition at Ryan's Runners?

Accepted Answer

A)  Ryan's Runners offers the widest selection of athletic shoes in town. 
B)  Ryan's Runners is the price leader in running gear. 
C)  At Ryan's Runners, runners can find high quality products and get recommendations from employees who share their passion for running. 
D)  Ryan's Runners is a place where all athletes can find all the equipment they need for the sport of their interest. 
E)  All of the above. 
A)  Ryan's Runners offers the widest selection of athletic shoes in town. 
B)  Ryan's Runners is the price leader in running gear. 
C)  At Ryan's Runners, runners can find high quality products and get recommendations from employees who share their passion for running. 
D)  Ryan's Runners is a place where all athletes can find all the equipment they need for the sport of their interest. 
E)  All of the above.

Consumer behavior includes the behavior that consumers display in searching,purchasing,evaluating and disposal of products and services.

Which of the following is considered an example of consumer behavior?

The production orientation focuses on profit through ,while the marketing concept focuses on profits based on .

Organizational consumers include both for profit and non-profit organization.

Gloria always uses Tide laundry detergent and stocks up whenever she sees a sale.As a result,she rarely pays full price for detergent.On the customer profitability pyramid,Gloria is most likely to fall into the ________ tier.

________ is one of the most pervasive of all types of consumer behavior because we all act as personal consumers.

________ is defined as the ratio between the customer's perceived benefits and the resources used to obtain those benefits.

A ________ strategy is designed to make it in the best interest of customers to stay with a company rather than switch to another company.

The key assumption underlying the marketing concept is that ________.

Identify and discuss the reasons for which small reductions in customer defections produce significant increases in profits.

Courtney has been looking at laptop computers for a while and has decided to purchase a Dell.Courtney's decision to purchase a Dell signifies her adoption of the product.

The selling concept focuses on the needs of the and on existing products,while the marketing concept focuses on the needs of the .

A company's value proposition helps establish customer expectations,which the company must consistently fulfill.

Compare the production orientation and the marketing orientation on three major points.

Kevin's company owns a factory that can produce 1,000 widgets per week.His primary focus is on getting consumers to purchase as many widgets as possible to ensure that he is maximizing his sales relative to his production capacity.Kevin's business is exhibiting the ________.

An individual's perception of the performance of a product or service in relation to one's expectations is known as ________.

Introduction to the Consumer Research Process

Market Segmentation and Strategic Targeting

Consumer Motivation

Personality and Consumer Behavior

Consumer Perception

Consumer Learning

Consumer Attitude Formation and Change

Communication and Consumer Behavior

The Family and Its Social Class Standing

The Influence of Culture on Consumer Behavior

Subcultures and Consumer Behavior

Cross-Cultural Consumer Behavior: an International Perspective

Consumers and the Diffusion of Innovations

Consumer Decision Making and Beyond

Marketing Ethics and Social Responsibility

Filters

Exam 1: Consumer Behavior: Meeting Changes and Challenges

Consumer behavior includes the behavior that consumers display in searching,purchasing,evaluating and disposal of products and services.

Which of the following is considered an example of consumer behavior?

The production orientation focuses on profit through ________,while the marketing concept focuses on profits based on ________.

Organizational consumers include both for profit and non-profit organization.

Gloria always uses Tide laundry detergent and stocks up whenever she sees a sale.As a result,she rarely pays full price for detergent.On the customer profitability pyramid,Gloria is most likely to fall into the ________ tier.

________ is one of the most pervasive of all types of consumer behavior because we all act as personal consumers.

________ is defined as the ratio between the customer's perceived benefits and the resources used to obtain those benefits.

A ________ strategy is designed to make it in the best interest of customers to stay with a company rather than switch to another company.

The key assumption underlying the marketing concept is that ________.

Identify and discuss the reasons for which small reductions in customer defections produce significant increases in profits.

Courtney has been looking at laptop computers for a while and has decided to purchase a Dell.Courtney's decision to purchase a Dell signifies her adoption of the product.

The selling concept focuses on the needs of the ________ and on existing products,while the marketing concept focuses on the needs of the ________.

A company's value proposition helps establish customer expectations,which the company must consistently fulfill.

Compare the production orientation and the marketing orientation on three major points.

Kevin's company owns a factory that can produce 1,000 widgets per week.His primary focus is on getting consumers to purchase as many widgets as possible to ensure that he is maximizing his sales relative to his production capacity.Kevin's business is exhibiting the ________.

An individual's perception of the performance of a product or service in relation to one's expectations is known as ________.

Introduction to the Consumer Research Process

Market Segmentation and Strategic Targeting

Consumer Motivation

Personality and Consumer Behavior

Consumer Perception

Consumer Learning

Consumer Attitude Formation and Change

Communication and Consumer Behavior

The Family and Its Social Class Standing

The Influence of Culture on Consumer Behavior

Subcultures and Consumer Behavior

Cross-Cultural Consumer Behavior: an International Perspective

Consumers and the Diffusion of Innovations

Consumer Decision Making and Beyond

Marketing Ethics and Social Responsibility

Filters

The production orientation focuses on profit through ,while the marketing concept focuses on profits based on .

The selling concept focuses on the needs of the and on existing products,while the marketing concept focuses on the needs of the .