Question 1

When making an important purchase,consumers often consult friends and family.This is considered an external search for information.

Accepted Answer

A) True 
 B)False

Question 2

A key to successful marketing is determining how to meet the correct balance of __________ needs that best appeals to the firm's target markets.

Accepted Answer

A)  functional and social 
B)  postpurchase and prepurchase 
C)  safety and situational 
D)  psychological and physiological 
E)  functional and psychological 
A)  functional and social 
B)  postpurchase and prepurchase 
C)  safety and situational 
D)  psychological and physiological 
E)  functional and psychological

Question 3

Most firms maintain customer complaint services online,in the store,or over the telephone.Firms attempt to respond quickly to complaints,hoping to:

Accepted Answer

A)  get themselves into the universal set. 
B)  reduce the cost of postpurchase advertising. 
C)  minimize negative word of mouth and rumors. 
D)  extend decision heuristics to the customer complaint desk. 
E)  offset performance risk with financial risk. 
A)  get themselves into the universal set. 
B)  reduce the cost of postpurchase advertising. 
C)  minimize negative word of mouth and rumors. 
D)  extend decision heuristics to the customer complaint desk. 
E)  offset performance risk with financial risk.

Question 4

Consumers involved in habitual decision making engage in little conscious decision making.

Accepted Answer

A) True 
 B)False

Question 5

Paula is about to open a new hardware store.She is making decisions regarding lighting,colors,and layout of merchandise.Paula knows these __________ factors will influence consumers' purchase decisions.

Accepted Answer

A)  interpersonal 
B)  extended habitual 
C)  postpurchase dissonance 
D)  store atmosphere 
E)  social 
A)  interpersonal 
B)  extended habitual 
C)  postpurchase dissonance 
D)  store atmosphere 
E)  social

Question 6

Tomas,a bank employee,doesn't feel that his coworkers accept him.He decides to dress more casually,as they do,hoping to be accepted.Which level of Maslow's Hierarchy of Needs is Tomas trying to work on?

Accepted Answer

A)  Esteem needs 
B)  Physiological needs 
C)  Safety needs 
D)  Love needs 
E)  Self-actualization needs 
A)  Esteem needs 
B)  Physiological needs 
C)  Safety needs 
D)  Love needs 
E)  Self-actualization needs

Question 7

Many consumers correlate price with quality,thinking that the higher the price,the better the quality.For these consumers,this is a:

Accepted Answer

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

Question 8

Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.

Accepted Answer

A) True 
 B)False

Question 9

Postpurchase cognitive dissonance is especially likely for products that are:

Accepted Answer

A)  cheap,poorly made,and made of plastic. 
B)  personally valuable,antique,or foreign-made. 
C)  simple,easily copied,and new. 
D)  psychologically soothing,purchased impulsively,and part of a consumer's evoked set. 
E)  expensive,infrequently purchased,and associated with high levels of risk. 
A)  cheap,poorly made,and made of plastic. 
B)  personally valuable,antique,or foreign-made. 
C)  simple,easily copied,and new. 
D)  psychologically soothing,purchased impulsively,and part of a consumer's evoked set. 
E)  expensive,infrequently purchased,and associated with high levels of risk.

Question 10

Which of the following is NOT one of the four factors affecting consumers' search processes?

Accepted Answer

A)  Perceived benefits versus perceived costs of search 
B)  Locus of control 
C)  Actual or perceived risk 
D)  Type of product or service 
E)  Functional versus psychological need 
A)  Perceived benefits versus perceived costs of search 
B)  Locus of control 
C)  Actual or perceived risk 
D)  Type of product or service 
E)  Functional versus psychological need

Question 11

Brenda was planning a small dinner party,and had gone to a new specialty food store with coupons she'd found in the food section of the paper.At the store she also found a "buy one,get one free" deal,and a free gift offered with the purchase of a particular dessert.She altered the menu as a result of the __________ and ended up spending less than she'd planned.

Accepted Answer

A)  in-store demonstrations 
B)  packaging 
C)  promotion 
D)  product placement 
E)  store atmosphere 
A)  in-store demonstrations 
B)  packaging 
C)  promotion 
D)  product placement 
E)  store atmosphere

Question 12

Jacinta manages the shoe department in a large department store.She will probably use __________ to influence consumers' decisions while in her part of the store.

Accepted Answer

A)  store atmospherics 
B)  promotions 
C)  in-store demonstrations 
D)  salespeople 
E)  all of these 
A)  store atmospherics 
B)  promotions 
C)  in-store demonstrations 
D)  salespeople 
E)  all of these

When making an important purchase,consumers often consult friends and family.This is considered an external search for information.

A key to successful marketing is determining how to meet the correct balance of __________ needs that best appeals to the firm's target markets.

Most firms maintain customer complaint services online,in the store,or over the telephone.Firms attempt to respond quickly to complaints,hoping to:

Consumers involved in habitual decision making engage in little conscious decision making.

Paula is about to open a new hardware store.She is making decisions regarding lighting,colors,and layout of merchandise.Paula knows these __________ factors will influence consumers' purchase decisions.

Tomas,a bank employee,doesn't feel that his coworkers accept him.He decides to dress more casually,as they do,hoping to be accepted.Which level of Maslow's Hierarchy of Needs is Tomas trying to work on?

Many consumers correlate price with quality,thinking that the higher the price,the better the quality.For these consumers,this is a:

Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.

Postpurchase cognitive dissonance is especially likely for products that are:

Which of the following is NOT one of the four factors affecting consumers' search processes?

Jacinta manages the shoe department in a large department store.She will probably use __________ to influence consumers' decisions while in her part of the store.

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

When making an important purchase,consumers often consult friends and family.This is considered an external search for information.

A key to successful marketing is determining how to meet the correct balance of __________ needs that best appeals to the firm's target markets.

Most firms maintain customer complaint services online,in the store,or over the telephone.Firms attempt to respond quickly to complaints,hoping to:

Consumers involved in habitual decision making engage in little conscious decision making.

Paula is about to open a new hardware store.She is making decisions regarding lighting,colors,and layout of merchandise.Paula knows these __________ factors will influence consumers' purchase decisions.

Tomas,a bank employee,doesn't feel that his coworkers accept him.He decides to dress more casually,as they do,hoping to be accepted.Which level of Maslow's Hierarchy of Needs is Tomas trying to work on?

Many consumers correlate price with quality,thinking that the higher the price,the better the quality.For these consumers,this is a:

Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.

Postpurchase cognitive dissonance is especially likely for products that are:

Which of the following is NOT one of the four factors affecting consumers' search processes?

Jacinta manages the shoe department in a large department store.She will probably use __________ to influence consumers' decisions while in her part of the store.

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