Question 1

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 2

One of the major benefits of having satisfied customers is they spread positive word of mouth.

Accepted Answer

A) True 
 B)False

Question 3

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 4

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 5

Negative attitudes are typically difficult for marketers to change because:

Accepted Answer

A) most consumers' attitudes depend on prices. 
B) consumers weigh performance risk against functional needs when assessing their attitudes. 
C) attitudes are learned and long lasting. 
D) attitudes shift consumers from limited to extended problem solving situations. 
E) consumers' attitudes are derived from unchanging decision rules. 
A) most consumers' attitudes depend on prices. 
B) consumers weigh performance risk against functional needs when assessing their attitudes. 
C) attitudes are learned and long lasting. 
D) attitudes shift consumers from limited to extended problem solving situations. 
E) consumers' attitudes are derived from unchanging decision rules.

Question 6

Marketers are particularly interested in postpurchase behavior because it:

Accepted Answer

A) involves both compensatory and noncompensatory consumers. 
B) offers insights into information search methods. 
C) avoids situational conflicts. 
D) involves actual rather than potential customers. 
E) all of these. 
A) involves both compensatory and noncompensatory consumers. 
B) offers insights into information search methods. 
C) avoids situational conflicts. 
D) involves actual rather than potential customers. 
E) all of these.

Question 7

Upscale men's and women's clothing stores primarily appeal to consumers'______________ needs.

Accepted Answer

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

Question 8

In the consumer decision process,we decide how much time and effort to expend searching for information based partly on:

Accepted Answer

A) postpurchase dissonance. 
B) the outcome of the alternative evaluation process. 
C) the degree of perceived risk associated with the product or service being considered. 
D) the results of habitual decision making. 
E) all of these. 
A) postpurchase dissonance. 
B) the outcome of the alternative evaluation process. 
C) the degree of perceived risk associated with the product or service being considered. 
D) the results of habitual decision making. 
E) all of these.

Question 9

After purchasing an expensive pair of shoes,you may question whether or not the shoes are any better than the less expensive shoes you could have purchased instead.This is an example of postpurchase cognitive dissonance.

Accepted Answer

A) True 
 B)False

Question 10

Setting high customer satisfaction expectations is a good strategy that will help to avoid customer dissatisfaction in the long run.

Accepted Answer

A) True 
 B)False

Question 11

Store atmosphere factors such as ____________ can influence consumers' purchase decisions.

Accepted Answer

A) lighting 
B) scents 
C) music 
D) color 
E) all of these. 
A) lighting 
B) scents 
C) music 
D) color 
E) all of these.

Question 12

To attract and maintain habitual purchasers,marketers spend considerable effort:

Accepted Answer

A) analyzing consumer data for postpurchase dissonance signals. 
B) creating strong brands and store loyalty. 
C) cultivating cultural decision making. 
D) reducing financial risk and increasing psychological payout. 
E) all of these. 
A) analyzing consumer data for postpurchase dissonance signals. 
B) creating strong brands and store loyalty. 
C) cultivating cultural decision making. 
D) reducing financial risk and increasing psychological payout. 
E) all of these.

Question 13

Consumers use and process different aspects of advertising or messages._______________ yields greater attention and deeper processing,and leads to strong attitudes and purchase intentions.

Accepted Answer

A) An external locus of control 
B) High involvement 
C) Low involvement 
D) Differential content 
E) Internet advertising 
A) An external locus of control 
B) High involvement 
C) Low involvement 
D) Differential content 
E) Internet advertising

Question 14

Among the factors affecting the consumer decision-making process is / are ________,the way consumers spend their time and money to live.

Accepted Answer

A) lifestyle 
B) conspicuous consumption 
C) the demonstration effect 
D) external validation 
E) life standards 
A) lifestyle 
B) conspicuous consumption 
C) the demonstration effect 
D) external validation 
E) life standards

Question 15

At a convenience store,Brian bought a bag of chips he had never tried before.Driving down the road,Brian opened the bag,took a bite,and realized he had purchased pork rinds by mistake.Being a vegetarian,Brian tossed the chips away.Brian felt very little buyer's remorse and soon forgot about the experience.Why?

Accepted Answer

Buyer's remorse or postpurchase cognitiv

Question 16

Though he has never owned a Jaguar,Jerry thinks they are poorly made and have many mechanical problems.For Jaguar to sell Jerry a car,the company would need to change the _____________ component of Jerry's attitude.

Accepted Answer

A) social 
B) affective 
C) functional 
D) cognitive 
E) physiological 
A) social 
B) affective 
C) functional 
D) cognitive 
E) physiological

Question 17

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 18

Consumers consider universal,retrieval,and evoked sets during which stage of the consumer decision process?

Accepted Answer

A) Need recognition 
B) Postpurchase evaluation 
C) Information search 
D) Situational analysis 
E) Evaluation of alternatives 
A) Need recognition 
B) Postpurchase evaluation 
C) Information search 
D) Situational analysis 
E) Evaluation of alternatives

Question 19

Provide two decision making examples: one of an occasion when a consumer might use a compensatory decision rule,and one when the consumer might use a noncompensatory decision rule.For each,briefly identify the characteristics of the decision that would make a compensatory or noncompensatory rule the best choice.Be specific.

Accepted Answer

Responses will vary widely.The

Question 20

_________________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.

Accepted Answer

A) Retrieval 
B) Financial 
C) Social 
D) Determinant 
E) Safety / performance 
A) Retrieval 
B) Financial 
C) Social 
D) Determinant 
E) Safety / performance

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

One of the major benefits of having satisfied customers is they 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?

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?

Negative attitudes are typically difficult for marketers to change because:

Marketers are particularly interested in postpurchase behavior because it:

Upscale men's and women's clothing stores primarily appeal to consumers'______________ needs.

In the consumer decision process,we decide how much time and effort to expend searching for information based partly on:

After purchasing an expensive pair of shoes,you may question whether or not the shoes are any better than the less expensive shoes you could have purchased instead.This is an example of postpurchase cognitive dissonance.

Setting high customer satisfaction expectations is a good strategy that will help to avoid customer dissatisfaction in the long run.

Store atmosphere factors such as ____________ can influence consumers' purchase decisions.

To attract and maintain habitual purchasers,marketers spend considerable effort:

Consumers use and process different aspects of advertising or messages._______________ yields greater attention and deeper processing,and leads to strong attitudes and purchase intentions.

Among the factors affecting the consumer decision-making process is / are ________,the way consumers spend their time and money to live.

Though he has never owned a Jaguar,Jerry thinks they are poorly made and have many mechanical problems.For Jaguar to sell Jerry a car,the company would need to change the _____________ component of Jerry's attitude.

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:

Consumers consider universal,retrieval,and evoked sets during which stage of the consumer decision process?

_________________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.

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

Strategic Pricing Methods

Value Delivery: Designing the Channel and Supply Chain

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising,public Relations,and Sales Promotions

Personal Selling and Sales Management

Filters

Exam 5: Consumer Behavior

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

One of the major benefits of having satisfied customers is they 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?

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?

Negative attitudes are typically difficult for marketers to change because:

Marketers are particularly interested in postpurchase behavior because it:

Upscale men's and women's clothing stores primarily appeal to consumers'______________ needs.

In the consumer decision process,we decide how much time and effort to expend searching for information based partly on:

After purchasing an expensive pair of shoes,you may question whether or not the shoes are any better than the less expensive shoes you could have purchased instead.This is an example of postpurchase cognitive dissonance.

Setting high customer satisfaction expectations is a good strategy that will help to avoid customer dissatisfaction in the long run.

Store atmosphere factors such as ____________ can influence consumers' purchase decisions.

To attract and maintain habitual purchasers,marketers spend considerable effort:

Consumers use and process different aspects of advertising or messages._______________ yields greater attention and deeper processing,and leads to strong attitudes and purchase intentions.

Among the factors affecting the consumer decision-making process is / are ________,the way consumers spend their time and money to live.

Though he has never owned a Jaguar,Jerry thinks they are poorly made and have many mechanical problems.For Jaguar to sell Jerry a car,the company would need to change the _____________ component of Jerry's attitude.

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:

Consumers consider universal,retrieval,and evoked sets during which stage of the consumer decision process?

_________________ attributes are product or service features that are important to buyers and that are used to differentiate among choices.

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

Strategic Pricing Methods

Value Delivery: Designing the Channel and Supply Chain

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising,public Relations,and Sales Promotions

Personal Selling and Sales Management

Filters