Deck 10: Buying and Disposing

Question 1

Which of the following may considered to be a limitation of brick-and-mortar retailing?

A) security
B) shopping experience
C) ability to sample products
D) co-consumers

Answer 1

D

Question 2

A ________ is defined by factors beyond characteristics of the person and of the product that influence the buying and/or using of products and services.

A) postpurchase process
B) purchase environment
C) consumption situation
D) psychological situation

Answer 2

C

Question 3

With respect to the consumer behaviour model that has been presented in the text,the ________ consist(s)of the shopping experience,point-of-purchase stimuli,and sales interactions.

A) antecedent states
B) postpurchase processes
C) cognitive processes
D) purchase environment

Answer 3

D

Question 4

Those persons or groups whose mere presence or absence can significantly influence a consumer's decision on what to buy are known as:

A) co-variables.
B) co-consumers.
C) co-sponsors.
D) co-situational influencers.

Question 5

Anthony managed to purchase a rush ticket for a critical Montreal Canadiens hockey game. He arrives at his section (standing room only)and finds 100 people standing in a spot made for half that number. However,he is happy to be there live at the game. According to the text,this is most likely an example of:

A) crowding.
B) dissonance.
C) density.
D) reasonableness.

Question 6

Consumer contamination occurs when the:

A) consumer allows a perishable product such as milk to expire.
B) consumer leaks privileged information to other consumers.
C) product is touched by another consumer.
D) consumer rips the packaging of the package, making it appear imperfect.

Question 7

An example of consumer contamination is when Elsie gets bread crumbs in the margarine container.

Question 8

Jennifer is interested in a dress in an upscale boutique. However,before she can reach the dress to look at it,she sees an older woman pick it up. The other customer moves on,leaving it there,but for some reason Jennifer no longer feels she likes the dress as much. This is most likely due to:

A) word-of-mouth effects.
B) customer contamination.
C) variety seeking.
D) situational self-image.

Question 9

Research has shown that the mere presence of another consumer in a retail context (i.e.,the presence of other unknown shoppers in the shopping aisle):

A) makes consumers anxious.
B) leads consumers to leave the store more quickly.
C) can lead people to opt for a more expensive brand.
D) leads consumers to spend more time browsing.

Question 10

A typical antecedent state is product disposal.

Question 11

Explain the concept of relationship marketing.

Question 12

The presence of a large number of people can affect a consumer's attitude about a purchase,depending upon his or her interpretation of the group. If the consumer has a negative view of the reason for their close presence,then the psychological state of ________ exists.

A) packing
B) space deficit arousal
C) mass irritation phenomenon
D) crowding

Question 13

Variability in how an individual tailors his or her purchases at decision-making time is partly determined by the consumer's situational self-image.

Question 14

While ________ refers to the actual number of people occupying a space,________ refers to a negative affective state that occurs as a result of this.

A) crowding; queuing
B) crowding; density
C) density; queuing
D) density; crowding

Question 15

Which of the following product categories would have the strongest potential to be segmented by usage situations?

A) toilet paper
B) shampoo
C) airline travel
D) furniture

Question 16

Sometimes it is hard to tell how much a hotel or motel room will cost by simply looking at it,and most rooms have the standard amenities. As one traveller observed,"They all look alike in the dark." Surroundings and amenities being equal,many travellers will still select a hotel or motel with a higher price. If the traveller is not buying physical surroundings,what situational effects are most likely in play?

A) The traveller is emphasizing the social surroundings and those who are likely to be their co-consumers.
B) The traveller is emphasizing the consumption situation.
C) The situation emphasizes the importance of time poverty in travel.
D) The situation emphasizes the true random nature of the service industry.

Question 17

The concept of ________ is based on building strong customer service experiences with loyal customers in ways that foster a continued relationship over time.

A) relationship marketing
B) database management
C) customer co-creation
D) retention marketing

Question 18

A person's ________ is an important factor in his antecedent state before putting himself into a purchasing environment.

A) shopping orientation
B) consumer satisfaction
C) exposure to point-of-purchase stimuli
D) reflective potential

Question 19

Putting more and more people into the same marketing space will increase arousal in customers. This can be seen as either positive or negative,depending upon each customer's interpretation of this arousal.

Question 20

Explain how situational self-image might impact Ted's behaviour if he were on a date as opposed to going out with the boys.

Question 21

Time categories affect consumers' receptiveness to marketing messages. Which of the following forms of time would be the worst one in which to present people with ads?

A) flow time
B) occasion time
C) leisure time
D) time to kill

Question 22

Two dimensions of emotional states determine if a shopper will react positively or negatively to a consumption environment. These two dimensions are best described as being:

A) pleasure and pain.
B) avoidance and satisfaction.
C) deal making and arousal.
D) pleasure and arousal.

Question 23

Time affects consumer purchases. Another way of stating a factor based on time would be to call it a(n)________ factor.

A) temporal
B) demand
C) queuing
D) utilitarian

Question 24

Give an example of the positive impact that co-consumers can have.

Question 25

Wynona was impatient. Her friends accused her of being too calculating,but she thought of herself as simply an analytical thinker. She wanted what she wanted now and tomorrow could take care of itself. Which of the time metaphors would best capture Wynona's perspective of time?

A) time is a pressure cooker
B) time is a map
C) time is a feast
D) time is a mirror

Question 26

The term "timestyle" refers to:

A) the culture's view of values related to the use of time.
B) the length of time consumers require for making a product purchase.
C) an individual's priorities in allocation of the use of time.
D) an individual's perception of the passage of time.

Question 27

How much time actually elapses on the clock differs from the way an individual perceives time passing. The individual's perception is called:

A) experiential time.
B) physiological time.
C) psychological time.
D) exponential time.

Question 28

Linear separable time refers to the perspective that:

A) events are universally ordered in time across cultures.
B) events have no particular order but are distinct from one another in time.
C) people and events are governed by natural cycles, such as the regular occurrence of the seasons.
D) events proceed in an orderly fashion and different times are well defined.

Question 29

Explain why the concept of co-consumers is important in marketing contexts. Why might co-consumers be particularly relevant in situations where the customer has difficulty differentiating quality?

Question 30

Our experience of time is largely a result of:

A) our experiences.
B) the role we play.
C) social dimension.
D) our culture.

Question 31

A study found that women who engage in extensive information search and comparison shopping were most likely to select which of the following metaphors to express their perspective of time?

A) time is a river
B) time is a map
C) time is a feast
D) time is a mirror

Question 32

Give an example of the negative impact that co-consumers can have.

Question 33

Again Rodney found it necessary to eat his lunch at his desk while reading the financial report. This is an example of:

A) time activity.
B) customary activity.
C) polychronic activity.
D) indulgence activity.

Question 34

In addition to simply liking things better,consumers in a good mood also:

A) rely less on heuristic processing.
B) attend more closely to specifics of the marketing messages.
C) process ads with less elaboration.
D) suffer greater stress during the purchase decision.

Question 35

The perception of time is different in different cultures. In what cultural perception of time is someone most likely to get paid by the hour?

A) circular time
B) procedural time
C) linear separable time
D) occasion time

Question 36

What is the perspective that views time as a resource that must be divided among our various activities?

A) economic time
B) divisional time
C) time poverty
D) associational time

Question 37

Jason works as a building engineer at a large hotel. The hotel management has been receiving complaints about the elevators. Guests think they have to wait too long for an elevator. Jason realizes that the elevator cannot be made any faster with the current technology of the hotel and they simply cannot install more elevators. What should he do?

A) He should put up notices by the elevators at each floor reminding guests that the elevators are as fast as any in that market.
B) He should put up notices by the elevators apologizing for the slow elevators.
C) Jason realizes that customers' reaction to waiting has a large psychological component, so he should put clocks with second hands by each elevator so that time would not be psychologically distorted.
D) Jason should install mirrors in the elevator waiting areas so the guests would have their attention diverted.

Question 38

The psychological dimension of time or how it is experienced is an important factor in what mathematical study relating to how marketers could benefit?

A) barometer analysis
B) polychromic activity
C) queuing theory
D) temporal tasking

Question 39

Today's shoppers can visit stores to interact with salespeople and products so they can make an informed decision. Once the product is selected they can then go online to find the cheapest price. This is called:

A) pretailing.
B) e-commerce.
C) showrooming.
D) recreational shopping.

Question 40

Sally has just come out of a store changing room wearing a new dress. As she checks it in the mirror a store clerk flatters her,telling her that the dress looks amazing on her. How is Sally likely to interpret the salesperson's motives?

Question 41

Mel,an avid stamp collector,spends hours discussing the merits of various stamps with the owner of the local stamp store. His hedonic shopping motive is for:

A) social experiences.
B) sharing common interests.
C) interpersonal attraction.
D) instant status.

Question 42

It is 4 p.m. on Christmas Eve,and as usual Darryl is rushing through the West Edmonton Mall to pick up gifts for his family and friends. Of course,he does not have much time for price comparisons at this late stage so if it feels right,he will buy it. In terms of the text,this would be viewed as a(n):

A) prepurchase anxiety.
B) interpretive orientation.
C) expectancy model.
D) antecedent state.

Question 43

Wendy likes to purchase from a locally owned bagel shop a little ways from home,even though she would get a better deal at the chain store just down the road. Her shopping style can be termed:

A) economic.
B) personalized.
C) apathetic.
D) ethical.

Question 44

What is a timestyle?

Question 45

Phyllis has limited resources. She hunts for bargains. Her shopping type can be described as:

A) economic.
B) personalized.
C) apathetic.
D) recreational.

Question 46

A recently opened clothing store makes sure that every time a customer walks into the store,that customer is made to feel important by a customer service representative,regardless of whether the customer is intent on purchasing a product. Which reason for shopping is the store trying to appeal to?

A) social experiences
B) sharing of common interests
C) interpersonal attraction
D) instant status

Question 47

Amy's primary motivation for shopping is to obtain instant status,an example of a hedonic reason for shopping.

Question 48

We can divide time into the following categories; flow time,occasion time,deadline time,leisure time,and time to kill. During which of these times are we the most and least receptive to marketing messages?

Question 49

Frank only shops when he really has to,for example,when his fridge is empty. His shopping type is:

A) personalized.
B) apathetic.
C) ethical.
D) recreational.

Question 50

Carrie hired a research firm so that she could better understand her customers. The firm told Carrie that most of her customers see time as a river. Consequently,Carrie should provide her customers with more information and more opportunities for analysis and comparison shopping.

Question 51

Ethyl shops at a store where the sales clerk calls her by name and phones her when dresses,skirts,etc. arrive that she thinks will suit her. Ethyl's shopping type is:

A) economic.
B) personalized.
C) apathetic.
D) ethical.

Question 52

Shopping is an activity that can be performed for either utilitarian or ________ reasons.

A) hedonic
B) tangible
C) functional
D) moral

Question 53

Five metaphors in study capture women's perspectives on time. What does "time is a map" convey?

Question 54

A temporal factor is one that reflects your sense of time.

Question 55

Consumers who get restless from waiting in line to purchase an item may be turned off. They are experiencing the negative aspects of psychological time.

Question 56

As Laura watches TV,she manicures her nails and has a snack. This is an example of polychronic activity.

Question 57

A promotion will be more effective if introduced to a person during his or her flow time than if it is introduced during a person's leisure time.

Question 58

If a St. John's shopper had fewer choices for new car selection,this could lead to reduced time poverty.

Question 59

Lea loves it when she goes to Bangkok,for she can shop for hours in the markets bargaining with the stall owners for good prices on key or unique finds. She shops for:

A) social experiences.
B) sharing common interests.
C) instant status.
D) thrill of the chase.

Question 60

Situational factors can influence consumers' decision-making processes; for example,the way we feel at a specific point in time affects what we feel like buying or doing.

Question 61

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle,he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations?

A) unplanned buying
B) impulse buying
C) demand-enhanced buying
D) planned buying

Question 62

Name and briefly describe four hedonic shopping motives.

Question 63

John was just at a grocery store. When he got home he was asked by his wife how his trip was,to which he responded,"I really like that place." John's evaluation reflects:

A) his evaluation of physical store characteristics.
B) his evaluation of the store's average product prices and quality of salespeople.
C) his prior experiences and expected outcomes.
D) the combination of his evaluation of specific store attributes and an overall evaluation of the store.

Question 64

From a shopping orientation perspective compare an economic shopper,a personalized shopper,and a recreational shopper.

Question 65

Daniel is going through the checkouts at his local Maritime area Sobeys grocery store when he notices a new flavour of Trident gum and added it to his items. This gum is an example of a(n):

A) convenience item.
B) routine purchase.
C) loss leader.
D) impulse item.

Question 66

Which of the following is an atmospheric that will have a positive effect on the patrons?

A) dim lighting in a toy store
B) soothing music at a franchise restaurant
C) bright lights at a spa
D) pink lighting at cosmetic counters

Question 67

Bill is the manager of a busy Home Depot store that often has line-ups. What temporal factors should he be concerned with that might affect his customers' buying process?

Question 68

What is the primary purpose of a point-of-purchase stimulus?

A) to change the atmospherics of a store
B) to put a product into the customers' evoked set
C) to increase the sense of "fun" that customers can experience while shopping
D) to increase the likelihood of impulse buying

Question 69

One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________,which stresses that each participant gives something to the other and hopes to receive something in return.

A) risk-aversion theory
B) gestalt theory
C) exchange theory
D) interchange theory

Question 70

Both salespeople and customers vary individually in their approaches to sales interactions,for example,in assertiveness,intimidation,knowledge of traits,and preferences of people,etc. This variability is known as:

A) submissive analysis.
B) sales leadership.
C) relationship marketing.
D) interaction style.

Question 71

Explain the perspective of linear separable time.

Question 72

Innovative merchants have turned to retail theming to provide new ways to stimulate and encourage consumers during their shopping experience. Which of the following themes would be used if the retailer used a simulated environment to attract outdoor enthusiasts to the retail store?

A) marketscape theme
B) landscape theme
C) cyberspace theme
D) mindscape theme

Question 73

A store image is comprised of location,merchandise suitability,and:

A) pricing strategies.
B) global evaluation.
C) the decompression zone.
D) the knowledge and congeniality of the sales staff.

Question 74

According to one study on how timestyles of a group of women influenced their consumption choices,there are four dimensions of time. Identify and describe these dimensions.

Question 75

Various types of shoppers have been identified,according to their orientations toward shopping. List and describe them.

Question 76

Retailers concerned with a store's personality will design it with conscious attention to layout and utilization of space,and use of scents,sounds,and colours to evoke specific feelings and moods in buyers. The resulting combination of elements is known as:

A) space technology.
B) fantasy theme.
C) atmospherics.
D) mood induction.

Question 77

Mark expected that he was going to have to deal with a middle-aged man in a loud sport coat,and he was surprised when the salesperson,Melanie,approached. He inferred that he would not have to be so tough negotiating with a woman of his own age. Almost immediately,Melanie rejected his low-bid offer for the classic silver 1987 Camaro. In the sales interaction,they had quickly reached a tacit agreement about the way each would behave during the sale,a process called:

A) interaction dominance.
B) missionary selling.
C) pre-purchase search.
D) identity negotiation.

Question 78

Explain how mood as an antecedent state can influence consumer behaviour.

Question 79

Researchers have found that fast loud music in restaurants encourages:

A) increased tipping.
B) consumption of less food.
C) eating of more food.
D) higher beverage consumption.

Question 80

Shopping is an activity that can be performed for either utilitarian or hedonic motives. Describe hedonic shopping motives.