Question 1

The concept of customer satisfaction is a function of customer expectations.

Accepted Answer

A) True 
 B)False

Question 2

The societal marketing concept calls on marketers to fulfil the needs of the target audience in ways that improve society without regard to the objectives of the company.

Accepted Answer

A) True 
 B)False

Question 3

Lexus claims to deliver its buyers quality, zero defects in manufacturing, and superior and personal post-purchase service. This is an example of (a):

Accepted Answer

A)  quality control management. 
B)  corporate futuristic vision. 
C)  customer satisfaction guarantee. 
D)  value proposition. 
A)  quality control management. 
B)  corporate futuristic vision. 
C)  customer satisfaction guarantee. 
D)  value proposition.

Question 4

The input stage of the consumer decision-making model is most influenced by:

Accepted Answer

A)  psychological factors. 
B)  affective factors. 
C)  sociocultural environment. 
D)  physiological environment. 
A)  psychological factors. 
B)  affective factors. 
C)  sociocultural environment. 
D)  physiological environment.

Question 5

The term consumer research represents the process and tools used to study consumer behaviour.

Accepted Answer

A) True 
 B)False

Question 6

A study that identified several types of customers, identified ______ as being customers whose experiences exceeded their expectations and who provide positive word-of-mouth about the company.

Accepted Answer

A)  loyalists 
B)  apostles 
C)  mercenaries 
D)  activists 
A)  loyalists 
B)  apostles 
C)  mercenaries 
D)  activists

Question 7

Explain the societal marketing concept. Why is it often difficult for companies to implement?

Accepted Answer

The societal marketing concept adheres t

Question 8

________ is the study of behaviour that consumers display in searching for, purchasing, using, evaluating and disposing of the products and services that they expect will satisfy their needs.

Accepted Answer

A)  Consumptive behaviour 
B)  Consumer behaviour 
C)  User behaviour 
D)  End-use consumption 
A)  Consumptive behaviour 
B)  Consumer behaviour 
C)  User behaviour 
D)  End-use consumption

Question 9

Which of the following are the four drivers of a successful relationship between customers and marketers?

Accepted Answer

A)  Customer trust, customer retention, customer value and customer satisfaction. 
B)  Customer retention, customer feedback, customer willingness-to-spend and customer satisfaction. 
C)  Customer feedback, customer trust, customer value and customer loyalty. 
D)  Customer satisfaction, customer loyalty, customer willingness-to-spend and customer feedback. 
A)  Customer trust, customer retention, customer value and customer satisfaction. 
B)  Customer retention, customer feedback, customer willingness-to-spend and customer satisfaction. 
C)  Customer feedback, customer trust, customer value and customer loyalty. 
D)  Customer satisfaction, customer loyalty, customer willingness-to-spend and customer feedback.

Question 10

Consumer behaviour includes two types of consuming entities: the personal consumer and households.

Accepted Answer

A) True 
 B)False

Question 11

New product introductions and changes in technology have caused product life cycles to:

Accepted Answer

A)  lengthen. 
B)  disperse. 
C)  shorten. 
D)  remain the same. 
A)  lengthen. 
B)  disperse. 
C)  shorten. 
D)  remain the same.

Question 12

The consumers' experience with product exploration happens in the:

Accepted Answer

A)  input stage. 
B)  process stage. 
C)  output stage. 
D)  post-purchase stage. 
A)  input stage. 
B)  process stage. 
C)  output stage. 
D)  post-purchase stage.

Question 13

The selling concept fails to consider:

Accepted Answer

A)  consumer needs. 
B)  consumer satisfaction. 
C)  personalisation of products. 
D)  all of the above. 
A)  consumer needs. 
B)  consumer satisfaction. 
C)  personalisation of products. 
D)  all of the above.

Question 14

The person who purchases a product is always the end user.

Accepted Answer

A) True 
 B)False

Question 15

The selling concept is typically utilised by marketers of unsought goods such as life insurance.

Accepted Answer

A) True 
 B)False

Question 16

The disciplines of psychology, sociology and archaeology have strongly influenced developments in the field of consumer research.

Accepted Answer

A) True 
 B)False

Question 17

The production concept assumes that consumers are mostly interested in product availability at low prices.

Accepted Answer

A) True 
 B)False

Question 18

Organisational consumers include all except:

Accepted Answer

A)  government agencies. 
B)  households. 
C)  non-profit businesses. 
D)  for-profit businesses. 
A)  government agencies. 
B)  households. 
C)  non-profit businesses. 
D)  for-profit businesses.

Question 19

Focus groups, observational research and surveys are all examples of which of the following?

Accepted Answer

A)  Secondary research. 
B)  Advertisement. 
C)  Primary research. 
D)  Anthropological research. 
A)  Secondary research. 
B)  Advertisement. 
C)  Primary research. 
D)  Anthropological research.

Question 20

The major deterrent to the implementation of the societal marketing concept is:

Accepted Answer

A)  unethical consumer behaviour. 
B)  the lack of ethics training in business schools today. 
C)  the general deterioration of morals in Australian society. 
D)  the short-term orientation by which most companies are managed. 
A)  unethical consumer behaviour. 
B)  the lack of ethics training in business schools today. 
C)  the general deterioration of morals in Australian society. 
D)  the short-term orientation by which most companies are managed.

The concept of customer satisfaction is a function of customer expectations.

The societal marketing concept calls on marketers to fulfil the needs of the target audience in ways that improve society without regard to the objectives of the company.

Lexus claims to deliver its buyers quality, zero defects in manufacturing, and superior and personal post-purchase service. This is an example of (a):

The input stage of the consumer decision-making model is most influenced by:

The term consumer research represents the process and tools used to study consumer behaviour.

A study that identified several types of customers, identified ______ as being customers whose experiences exceeded their expectations and who provide positive word-of-mouth about the company.

Explain the societal marketing concept. Why is it often difficult for companies to implement?

________ is the study of behaviour that consumers display in searching for, purchasing, using, evaluating and disposing of the products and services that they expect will satisfy their needs.

Which of the following are the four drivers of a successful relationship between customers and marketers?

Consumer behaviour includes two types of consuming entities: the personal consumer and households.

New product introductions and changes in technology have caused product life cycles to:

The consumers' experience with product exploration happens in the:

The selling concept fails to consider:

The person who purchases a product is always the end user.

The selling concept is typically utilised by marketers of unsought goods such as life insurance.

The disciplines of psychology, sociology and archaeology have strongly influenced developments in the field of consumer research.

The production concept assumes that consumers are mostly interested in product availability at low prices.

Organisational consumers include all except:

Focus groups, observational research and surveys are all examples of which of the following?

The major deterrent to the implementation of the societal marketing concept is:

Market segmentation: segmenting, targeting and positioning for diverse

Consumer needs and motivation

Personality and self-concept

Consumer perception

Consumer learning and involvement

Consumer attitudes—attitude development and change

Social influences on consumer behaviour

The family

Social class and consumer behaviour

The influence of culture on consumer behaviour

Subcultural aspects of consumer behaviour

Cross-cultural consumer behaviour: An international perspective

Decision making

Consumer influence and diffusion of innovations

Public policy and consumer protection

Filters

Exam 1: The foundations of consumer behaviour

The concept of customer satisfaction is a function of customer expectations.

The societal marketing concept calls on marketers to fulfil the needs of the target audience in ways that improve society without regard to the objectives of the company.

Lexus claims to deliver its buyers quality, zero defects in manufacturing, and superior and personal post-purchase service. This is an example of (a):

The input stage of the consumer decision-making model is most influenced by:

The term consumer research represents the process and tools used to study consumer behaviour.

A study that identified several types of customers, identified ______ as being customers whose experiences exceeded their expectations and who provide positive word-of-mouth about the company.

Explain the societal marketing concept. Why is it often difficult for companies to implement?

________ is the study of behaviour that consumers display in searching for, purchasing, using, evaluating and disposing of the products and services that they expect will satisfy their needs.

Which of the following are the four drivers of a successful relationship between customers and marketers?

Consumer behaviour includes two types of consuming entities: the personal consumer and households.

New product introductions and changes in technology have caused product life cycles to:

The consumers' experience with product exploration happens in the:

The selling concept fails to consider:

The person who purchases a product is always the end user.

The selling concept is typically utilised by marketers of unsought goods such as life insurance.

The disciplines of psychology, sociology and archaeology have strongly influenced developments in the field of consumer research.

The production concept assumes that consumers are mostly interested in product availability at low prices.

Organisational consumers include all except:

Focus groups, observational research and surveys are all examples of which of the following?

The major deterrent to the implementation of the societal marketing concept is:

Market segmentation: segmenting, targeting and positioning for diverse

Consumer needs and motivation

Personality and self-concept

Consumer perception

Consumer learning and involvement

Consumer attitudes—attitude development and change

Social influences on consumer behaviour

The family

Social class and consumer behaviour

The influence of culture on consumer behaviour

Subcultural aspects of consumer behaviour

Cross-cultural consumer behaviour: An international perspective

Decision making

Consumer influence and diffusion of innovations

Public policy and consumer protection

Filters