Deck 10: Buying, Using and Disposing

Question 1

Jason loves to go to Readings bookstore in the evening.In addition to looking at books, he is able to meet interesting people in the store's coffee shop, where local artists perform soft jazz.Because the other consumers in Borders might affect Jason's purchases, we call them ________.

A)shopping partners
B)peers
C)co-consumers
D)clients

Answer 1

co-consumers

Question 2

Which of the following is the best example of a utilitarian shopping motive?

A)A consumer shops to 'hang out' with friends at a local shopping centre.
B)A consumer shops because he or she loves the thrill of finding a bargain.
C)A consumer shops to efficiently purchase groceries for the week.
D)A consumer shops because he or she enjoys attention from salespeople.

Answer 2

C

Question 3

Erik decides to check out a new home furnishings store in his local shopping centre.When he enters the store, it feels as if he has just stepped into an apartment, and there are people sitting around on sofas and drinking coffee, just as they would be if they were in their own home.The new store has established a(n) ________.

A)marketscape
B)being space
C)mindscape
D)activity space

Answer 3

being space

Question 4

Wynona was impulsive.Her friends accused her of being calculating, but she thought of herself as simply an analytical thinker.She wanted what she wanted and tomorrow could take care of itself.Researchers would classify her as being a hedonic variety-seeker.Which of the following 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 5

Brenley is the owner of a store that has not yet opened.She's trying to determine what colour to paint the walls and what type and intensity of lighting to use.Brenley is concerned with ________.

A)pretailing
B)atmospherics
C)market-landscaping
D)store image

Question 6

A typical antecedent state that a consumer might experience as he or she approaches the purchase environment is ________.

A)time pressure
B)sales interactions
C)product disposal
D)point-of-purchase stimuli

Question 7

Most Australians will state that they are always rushed for time even though many people have opportunities for leisure.This perception is referred to as ________.

A)time poverty
B)the leisure paradox
C)psychological time
D)circular time

Question 8

Julie loves to go into Springer's Old Country Gift Shop.It always smells like a field of spring flowers.The lighting gives all the products a warm glow, and the mood music is just perfect for casual browsing.After her visit to the store, Julie is always in a better mood.Springer's Old Country Gift Shop has attracted Julie with its ________.

A)store position
B)atmospherics
C)subliminal cues
D)marketscape theme

Question 9

Which of the following metaphors is most applicable to consumers who conduct significant research and compare products from a number of different retail sources?

A)Time is a pressure cooker.
B)Time is a river.
C)Time is a map.
D)Time is a feast.

Question 10

When Maria began work again after having a child, she was surprised at how much more she had to do.Before she had her child, she only had to take care of her husband and herself-now she has a baby! She just never seems to have enough time to please everyone and get her work done.Which of the following terms is most closely associated with Maria's dilemma?

A)Social pressure
B)Time poverty
C)Expectancy disconfirmation model
D)Incidental similarity

Question 11

Which of the following is considered a post-purchase process?

A)The shopping experience
B)Mood
C)Consumer satisfaction
D)Shopping orientation

Question 12

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)avoidance and arousal
D)pleasure and arousal

Question 13

The steps consumers practice to gradually distance themselves from things they treasure so that they can sell, recycle or dispose of them are called ________.

A)recycling instincts
B)tangential cycles
C)divestment rituals
D)lateral cycles

Question 14

During ________, one consumer exchanges something she owns with someone else for something the other person owns.

A)freegan sharing
B)divestment
C)disposal casting
D)lateral cycling

Question 15

Innovative merchants have turned to retail theming to provide new ways to stimulate and encourage consumers during their shopping experience.A retailer that uses a simulated outdoor environment (such as a fishing pond with real fish) to attract outdoor enthusiasts to the retail store is using a ________ theme.

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

Question 16

A hotel chain installed mirrors near the elevator banks after receiving many complaints from guests about how long they had to wait for an elevator to arrive.The hotel was trying to ________.

A)convert the elevator area to a being space
B)avoid the effects of queuing theory
C)reduce procedural time
D)minimise psychological waiting time

Question 17

The other people who exist within a consumer's physical and social environment when he or she considering or making purchases are called ________.

A)co-consumers
B)bystanders
C)purchase competitors
D)challengers

Question 18

A ________ orientation dimension distinguishes between people who prefer to do one thing at a time and those who have multitasking timestyles.

A)social
B)polychronic
C)planning
D)temporal

Question 19

Which dimension of psychological time includes the categorisation of 'time for me'?

A)Temporal orientation dimension
B)Planning orientation dimension
C)Social dimension
D)Polychronic dimension

Question 20

According to the consumer behaviour model presented in the text, the ________ includes the shopping experience, point-of-purchase stimuli and sales interactions.

A)antecedent state
B)post-purchase process
C)cognitive process
D)purchase environment

Question 21

Sergio thought he was cheated by the owners of a small business from which he bought part of his retail supplies.He wrote a warning on the Internet and posted it on every consumer advocate site that would accept it.Sergio is taking what course of action with his discontent?

A)Voice response
B)Private response
C)Third-party response
D)Fourth-party response

Question 22

If Bob's Plumbing inflates the time it will take for a plumber to visit, then has the plumber arrive a day earlier, the customer will be suitably impressed.This is a technique that could be explained by ________.

A)emotional contagion
B)time poverty
C)bad estimation
D)queuing theory

Question 23

Raul recently bought a new Apple Macbook computer.While it cost more money than he planned to spend, he feels he is much more productive while using it and that it has allowed him to take on freelance projects more quickly, meaning that he can more efficiently recoup the money he spent for the computer.Which dimension of customer value is most applicable to this example?

A)Economic value
B)Social value
C)Hedonic value
D)Altruistic value

Question 24

Stephanie loves flea markets and garage sales.She spends most of her Saturday mornings going from one to another.About once a month, she holds her own garage sale just to get rid of some of the items she purchased during the month.Stephanie is actively engaged in ________.

A)the freegan lifestyle
B)divestment cycling
C)freecycling
D)lateral cycling

Question 25

If a consumer is in an environment with high density, he or she will always experience crowding.

Question 26

Which of the following is considered a limitation of e-commerce?

A)Expensive to order and then return
B)Lack of real-time pricing
C)Lack of reasonable delivery times
D)Higher prices than in-store prices

Question 27

In-store shopping has become extremely important in today's highly competitive retail environment.It has been estimated that about ________ of supermarket purchases are decided in the aisles as consumers shop.

A)one-quarter
B)one-half
C)two-thirds
D)four-fifths

Question 28

Samuel is on his weekly trip through the supermarket.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 29

Which of the following terms best describes online shopping using a computer?

A)f-commerce
B)e-commerce
C)m-commerce
D)o-commerce

Question 30

George wants to increase impulse purchases in his store.Which of the following promotional strategies would be most effective for George to use?

A)He should place point-of-purchase displays close to the items he wants to market.
B)He should buy more advertising space in local newspapers.
C)He should hire a new salesperson.
D)He should post testimonials about the quality of his products in highly travelled locations.

Question 31

Mary has been on a roll.She made straight As in school, was elected to the Student Council, found a new boyfriend and discovered that she will be getting a new car in about two weeks.Based on information found in the text, these positive occurrences will have an impact on Mary; therefore, when Mary reads and processes ads in her favourite magazines, she will process the ads with ________.

A)more careful scrutiny
B)less interest
C)less elaboration
D)greater concentration on price

Question 32

Which of the following is a limitation of m-commerce?

A)It doesn't allow for bill payment.
B)Some content is unable to be viewed on small screens.
C)It cannot be used to purchase entertainment.
D)Many online shopping trolleys are abandoned due to frustration.

Question 33

The psychological dimension of time or how it is experienced is an important factor in what mathematical study?

A)Polychronic activity
B)Queuing or queuing theory
C)Temporal tasking
D)Physical metrics

Question 34

The ethical or spiritual benefit that is gained from a brand or product is known as the ________.

A)economic value
B)social value
C)hedonic value
D)altruistic value

Question 35

A typical antecedent state is product disposal.

Question 36

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

Question 37

Steven has an urge to buy a Magnum ice cream when he enters the neighbourhood convenience store.What would be the best term to describe Steven's buying situation?

A)Unplanned buying
B)Impulse buying
C)Demand-enhanced buying
D)Planned buying

Question 38

Jack works for the state government.The state is concerned because the receipts from sales taxes are much lower than the projections, even though the projections of population, salaries and unemployment have been right on target.Jack does a detailed study and finds that much of the underestimation of sales tax revenue is most likely due to ________.

A)a general decrease in prices
B)increased lateral cycling
C)increased product disposal rates
D)increased product quality

Question 39

Consumers' physical and social environments have little to do with the motives consumers have for product usage.

Question 40

An elaborate product display in a grocery aisle and an employee handing out free samples of a new product are both examples of ________.

A)pretailing
B)retail theming
C)shopping orientations
D)POP stimuli

Question 41

One benefit of e-commerce is that consumers can find products and services for which they will be able to get greater price information.

Question 42

Minipreneurs are businesses that only involve a few people.

Question 43

A point-of-purchase stimulus is part of the purchase environment.

Question 44

A retailer using a marketscape theme gives consumers the opportunity to enter into a world of fantasy (such as one where the person becomes a virtual hunter, race car driver or fashion model) as they shop.

Question 45

A good metaphor for women whose timestyles are spontaneous in their planning orientation and who have a present focus is 'time is a mirror'.

Question 46

Using trusted third parties, such as PayPal, can help offset the security concerns that accompany e-commerce.

Question 47

List each of the five antecedent states identified in the chapter.Next, indicate the three purchase environment activities that match the five antecedent states.

Question 48

Griff is opening a new high-end restaurant and has invited some of the city's most elite and powerful people to opening night.Griff's attempt to create an association between his restaurant and these power players is likely to fail based upon what research has shown about co-consumers.

Question 49

Time poverty seems to be more a problem of perception than of fact.

Question 50

A typical hedonic shopping motive is to experience the sharing of common interests.

Question 51

Temporal factors influence consumers who quickly rush through a store and try to make purchases before the store closes.

Question 52

As every salesperson knows, some people savour the experience of being waited on, even though they may not necessarily buy anything.The hedonic shopping motive associated with this scenario is that of instant status.

Question 53

A typical utilitarian shopping motive is interpersonal attraction.

Question 54

Identify and describe the various temporal factors that might affect a consumer and his or her buying process.

Question 55

In Las Vegas, properties have assumed themes that range from modern New York to ancient Egypt.This attempt at retail theming stresses the importance of the post-purchase process.

Question 56

The 'thrill of the hunt' is a hedonic shopping motive.

Question 57

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 58

When a retail customer senses a sudden urge that simply can't be ignored, the customer is experiencing unplanned buying.

Question 59

Most customers who experience an environment that is both unpleasant and arousing will interpret it as an exciting environment.

Question 60

The fact that some customers will pay three to four times as much as others to fly first class, even though the plane arrives at the same time for every passenger, demonstrates the importance of both the social and physical surroundings in the marketplace.

Question 61

Explain the concept of co-consumers and relate why it is important to marketers.Give an example.

Question 62

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

Question 63

There are pros and cons associated with using e-commerce as a business model.What are the limitations of e-commerce for consumers?

Question 64

What two basic dimensions determine if a shopper will react positively or negatively to a consumption environment? What factors can affect a consumer's moods in the shopping environment that are under the control of the marketer and not under the control of the marketer?

Question 65

Why does a typical casino have low ceilings, no windows, no clocks and no straight aisles?

Question 66

If you were designing a large retail outlet for customers with a polychronic time orientation, what would you want to provide?

Question 67

What is the difference between unplanned buying and impulse buying?

Question 68

In some environments, it is very difficult to dispose of used products.Explain what special types of disposal problems are created by densely populated areas and what type of business could be created in Sydney, New York or in Hong Kong that would take advantage of this difficulty.

Question 69

Identify the three possible courses of action a consumer who is dissatisfied with a product or service can take.Explain why it is important for a marketer to address consumers' complaints.