Question 1

One benefit of having satisfied customers is that they may spread positive word of mouth.

Accepted Answer

A) True 
 B)False

Question 2

For many American consumers,the purchase of a personal computer has shifted from an extended problem solving decision to a limited problem solving decision.How have marketers adjusted to this change?

Accepted Answer

Answers will vary but consumers involved

Question 3

Assume you are the manager of a resort property that is close to the mountains,to several recreational sites,and to a few luxury restaurants and stores.How would you manage customer expectations to enhance postpurchase satisfaction? Be specific.

Accepted Answer

Students might select any of the followi

Question 4

Fashion designers have realized that plus size consumers have significant buying power.Which of the following best describes the course of action fashion designers should take to capture this market?

Accepted Answer

A)  Identifying,understanding,and carefully considering the demands of larger shoppers. 
B)  Creating plus sizes for all garments manufactured. 
C)  Offering only a few items in plus size to create demand. 
D)  Continuing to limit the sizes available in clothing lines. 
E)  Continuing to supply only a few specialty retailers to meet the demand. 
A)  Identifying,understanding,and carefully considering the demands of larger shoppers. 
B)  Creating plus sizes for all garments manufactured. 
C)  Offering only a few items in plus size to create demand. 
D)  Continuing to limit the sizes available in clothing lines. 
E)  Continuing to supply only a few specialty retailers to meet the demand.

Question 5

Beverage firms sometimes hire attractive young people to sit at fashionable bars,sipping the company's latest product offering.The firms hope these "models" will serve as a(n)__________ and influence consumers.

Accepted Answer

A)  reference group 
B)  risk avoider 
C)  cultural determinant 
D)  cognitive learning experiment 
E)  evoked set 
A)  reference group 
B)  risk avoider 
C)  cultural determinant 
D)  cognitive learning experiment 
E)  evoked set

Question 6

When John and Dorothy go out to dinner,they look for unusual wines on the wine list.Experience has taught them that unusual wines are often personal favorites of the restaurant owner and can offer a special experience.John and Dorothy have their own __________ when choosing wines.

Accepted Answer

A)  compensatory decision rule 
B)  noncompensatory decision rule 
C)  decision heuristic 
D)  social factors 
E)  temporal factors 
A)  compensatory decision rule 
B)  noncompensatory decision rule 
C)  decision heuristic 
D)  social factors 
E)  temporal factors

Question 7

Brenda always buys Sears Kenmore appliances.She believes that the Kenmore brand offers good quality and value and does not consider alternatives.Brenda uses __________ to select appliances.

Accepted Answer

A)  a compensatory decision rule 
B)  a noncompensatory decision rule 
C)  a decision heuristic 
D)  social factors 
E)  temporal factors 
A)  a compensatory decision rule 
B)  a noncompensatory decision rule 
C)  a decision heuristic 
D)  social factors 
E)  temporal factors

Question 8

Laura has a nearly new economy car,but she wants a sports car because she thinks it would be exciting to own one.If she decides to purchase a sports car,she will be primarily fulfilling __________ needs.

Accepted Answer

A)  functional 
B)  postpurchase 
C)  safety 
D)  psychological 
E)  functional and psychological 
A)  functional 
B)  postpurchase 
C)  safety 
D)  psychological 
E)  functional and psychological

Question 9

Once consumers have recognized a need,they begin to search for ways to satisfy that need.The internal search is characterized by:

Accepted Answer

A)  looking through the internal records of a firm,often found on the company website. 
B)  examining personal memories and knowledge. 
C)  using the Internet to find what other consumers feel about a specific product or service. 
D)  consulting close friends and families before expanding the search to a wider,external group. 
E)  all of these. 
A)  looking through the internal records of a firm,often found on the company website. 
B)  examining personal memories and knowledge. 
C)  using the Internet to find what other consumers feel about a specific product or service. 
D)  consulting close friends and families before expanding the search to a wider,external group. 
E)  all of these.

Question 10

Some websites provide friend-based merchandising,which means that customers "bring" their friends to the e-retailer so they can shop together.Which of the influences on the consumer buying process does this represent?

Accepted Answer

A)  Psychological 
B)  Social 
C)  Situational 
D)  Motives 
E)  Perception 
A)  Psychological 
B)  Social 
C)  Situational 
D)  Motives 
E)  Perception

Question 11

There are five types of risks associated with purchase decisions.Which of the following best describes a situation where your new car stalls in the middle of a busy intersection?

Accepted Answer

A)  Physiological risk 
B)  Social risk 
C)  Financial risk 
D)  Functional risk 
E)  Psychological risk 
A)  Physiological risk 
B)  Social risk 
C)  Financial risk 
D)  Functional risk 
E)  Psychological risk

Question 12

Using examples,describe the difference between impulse buying and habitual decision making.

Accepted Answer

Impulse buying occurs when decisions are

Question 13

Marketers fear negative word of mouth because when consumers are dissatisfied,they:

Accepted Answer

A)  are less likely to say something than when they are satisfied. 
B)  often want to complain to many people. 
C)  buy more of the product to prove they were correct in their criticism. 
D)  often file a lawsuit. 
E)  all of these. 
A)  are less likely to say something than when they are satisfied. 
B)  often want to complain to many people. 
C)  buy more of the product to prove they were correct in their criticism. 
D)  often file a lawsuit. 
E)  all of these.

Question 14

__________ factors often override or influence psychological and social issues influencing consumers' purchase decisions.

Accepted Answer

A)  Situational 
B)  Extended habitual 
C)  Postpurchase dissonance 
D)  Interpersonal 
E)  All of these 
A)  Situational 
B)  Extended habitual 
C)  Postpurchase dissonance 
D)  Interpersonal 
E)  All of these

Question 15

Daniel sells specialty software designed to allow small insurance companies to manage customer data and claims.Daniel knows that satisfied customers are likely to come back for software updates.To ensure that customers are satisfied after purchasing his software,Daniel should:

Accepted Answer

A)  create realistic expectations through his communication with customers. 
B)  carefully demonstrate the software to his customers' staff. 
C)  provide a satisfaction guarantee or return policy. 
D)  provide a hotline to answer customers' questions. 
E)  all of these. 
A)  create realistic expectations through his communication with customers. 
B)  carefully demonstrate the software to his customers' staff. 
C)  provide a satisfaction guarantee or return policy. 
D)  provide a hotline to answer customers' questions. 
E)  all of these.

Question 16

Many teenagers,both male and female,have clothes they purchased in the past that they "would not be caught dead in" today.When they occasionally see those clothes hanging in the back of their closet,these teenagers probably feel:

Accepted Answer

A)  cognitive bias. 
B)  postpurchase cognitive dissonance. 
C)  psychological risk. 
D)  need recognition. 
E)  decision heuristics. 
A)  cognitive bias. 
B)  postpurchase cognitive dissonance. 
C)  psychological risk. 
D)  need recognition. 
E)  decision heuristics.

Question 17

Last semester,Henri bought his textbooks over the Internet and saved a considerable amount of money.Classes start in a few days,and he needs to decide right away how and where to purchase his books.Henri will engage in a(n)__________ process.

Accepted Answer

A)  impulse buying 
B)  limited problem solving 
C)  extended problem solving 
D)  ritual consumption 
E)  affective decision 
A)  impulse buying 
B)  limited problem solving 
C)  extended problem solving 
D)  ritual consumption 
E)  affective decision

Question 18

Many states have laws regulating the prices businesses charge during emergencies like hurricanes.These laws are designed to protect consumers whose __________ state may impair their ability to make sound purchase decisions.

Accepted Answer

A)  shopping 
B)  social 
C)  theoretical 
D)  temporal 
E)  ecclesiastical 
A)  shopping 
B)  social 
C)  theoretical 
D)  temporal 
E)  ecclesiastical

Question 19

Kathy has naturally curly hair and has often been disappointed with the haircuts she has received.When she moved to a new town,she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut.She chose to spend considerable effort finding a new hair stylist based on the __________ associated with her purchase decision.

Accepted Answer

A)  evoked set 
B)  reference group 
C)  physiological risk 
D)  performance risk 
E)  financial risk 
A)  evoked set 
B)  reference group 
C)  physiological risk 
D)  performance risk 
E)  financial risk

Question 20

When Brandon decided he needed a new car,he immediately called his old college roommate who owns a BMW dealership to ask questions about options and financing.Brandon was searching for information from:

Accepted Answer

A)  an external source. 
B)  an internal locus of control. 
C)  a decision heuristics establishment. 
D)  an internal source. 
E)  a situational factor group. 
A)  an external source. 
B)  an internal locus of control. 
C)  a decision heuristics establishment. 
D)  an internal source. 
E)  a situational factor group.

One benefit of having satisfied customers is that they may spread positive word of mouth.

For many American consumers,the purchase of a personal computer has shifted from an extended problem solving decision to a limited problem solving decision.How have marketers adjusted to this change?

Assume you are the manager of a resort property that is close to the mountains,to several recreational sites,and to a few luxury restaurants and stores.How would you manage customer expectations to enhance postpurchase satisfaction? Be specific.

Fashion designers have realized that plus size consumers have significant buying power.Which of the following best describes the course of action fashion designers should take to capture this market?

Beverage firms sometimes hire attractive young people to sit at fashionable bars,sipping the company's latest product offering.The firms hope these "models" will serve as a(n)__________ and influence consumers.

When John and Dorothy go out to dinner,they look for unusual wines on the wine list.Experience has taught them that unusual wines are often personal favorites of the restaurant owner and can offer a special experience.John and Dorothy have their own __________ when choosing wines.

Brenda always buys Sears Kenmore appliances.She believes that the Kenmore brand offers good quality and value and does not consider alternatives.Brenda uses __________ to select appliances.

Laura has a nearly new economy car,but she wants a sports car because she thinks it would be exciting to own one.If she decides to purchase a sports car,she will be primarily fulfilling __________ needs.

Once consumers have recognized a need,they begin to search for ways to satisfy that need.The internal search is characterized by:

Some websites provide friend-based merchandising,which means that customers "bring" their friends to the e-retailer so they can shop together.Which of the influences on the consumer buying process does this represent?

There are five types of risks associated with purchase decisions.Which of the following best describes a situation where your new car stalls in the middle of a busy intersection?

Using examples,describe the difference between impulse buying and habitual decision making.

Marketers fear negative word of mouth because when consumers are dissatisfied,they:

__________ factors often override or influence psychological and social issues influencing consumers' purchase decisions.

Daniel sells specialty software designed to allow small insurance companies to manage customer data and claims.Daniel knows that satisfied customers are likely to come back for software updates.To ensure that customers are satisfied after purchasing his software,Daniel should:

Many teenagers,both male and female,have clothes they purchased in the past that they "would not be caught dead in" today.When they occasionally see those clothes hanging in the back of their closet,these teenagers probably feel:

Last semester,Henri bought his textbooks over the Internet and saved a considerable amount of money.Classes start in a few days,and he needs to decide right away how and where to purchase his books.Henri will engage in a(n)__________ process.

Many states have laws regulating the prices businesses charge during emergencies like hurricanes.These laws are designed to protect consumers whose __________ state may impair their ability to make sound purchase decisions.

When Brandon decided he needed a new car,he immediately called his old college roommate who owns a BMW dealership to ask questions about options and financing.Brandon was searching for information from:

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Marketing Environment

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Services: The Intangible Product

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters

Exam 5: Consumer Behavior

One benefit of having satisfied customers is that they may spread positive word of mouth.

For many American consumers,the purchase of a personal computer has shifted from an extended problem solving decision to a limited problem solving decision.How have marketers adjusted to this change?

Assume you are the manager of a resort property that is close to the mountains,to several recreational sites,and to a few luxury restaurants and stores.How would you manage customer expectations to enhance postpurchase satisfaction? Be specific.

Fashion designers have realized that plus size consumers have significant buying power.Which of the following best describes the course of action fashion designers should take to capture this market?

Beverage firms sometimes hire attractive young people to sit at fashionable bars,sipping the company's latest product offering.The firms hope these "models" will serve as a(n)__________ and influence consumers.

When John and Dorothy go out to dinner,they look for unusual wines on the wine list.Experience has taught them that unusual wines are often personal favorites of the restaurant owner and can offer a special experience.John and Dorothy have their own __________ when choosing wines.

Brenda always buys Sears Kenmore appliances.She believes that the Kenmore brand offers good quality and value and does not consider alternatives.Brenda uses __________ to select appliances.

Laura has a nearly new economy car,but she wants a sports car because she thinks it would be exciting to own one.If she decides to purchase a sports car,she will be primarily fulfilling __________ needs.

Once consumers have recognized a need,they begin to search for ways to satisfy that need.The internal search is characterized by:

Some websites provide friend-based merchandising,which means that customers "bring" their friends to the e-retailer so they can shop together.Which of the influences on the consumer buying process does this represent?

There are five types of risks associated with purchase decisions.Which of the following best describes a situation where your new car stalls in the middle of a busy intersection?

Using examples,describe the difference between impulse buying and habitual decision making.

Marketers fear negative word of mouth because when consumers are dissatisfied,they:

__________ factors often override or influence psychological and social issues influencing consumers' purchase decisions.

Daniel sells specialty software designed to allow small insurance companies to manage customer data and claims.Daniel knows that satisfied customers are likely to come back for software updates.To ensure that customers are satisfied after purchasing his software,Daniel should:

Many teenagers,both male and female,have clothes they purchased in the past that they "would not be caught dead in" today.When they occasionally see those clothes hanging in the back of their closet,these teenagers probably feel:

Last semester,Henri bought his textbooks over the Internet and saved a considerable amount of money.Classes start in a few days,and he needs to decide right away how and where to purchase his books.Henri will engage in a(n)__________ process.

Many states have laws regulating the prices businesses charge during emergencies like hurricanes.These laws are designed to protect consumers whose __________ state may impair their ability to make sound purchase decisions.

When Brandon decided he needed a new car,he immediately called his old college roommate who owns a BMW dealership to ask questions about options and financing.Brandon was searching for information from:

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Marketing Environment

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Services: The Intangible Product

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters