Deck 10: Buying and Disposing

Question 1

Time (timing)affects 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

Answer 1

A

Question 2

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.

Answer 2

C

Question 3

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 his or her time.
D) an individual's perception of the passage of time.

Answer 3

C

Question 4

At purchase decision time,one's situational self-image varies according to all of the following,EXCEPT:

A) the consumer's reason for selecting a product or brand.
B) the role the consumer is playing by making the purchase.
C) appropriateness of purchase to a particular usage situation.
D) ethnicity of the antecedent state.

Question 5

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 6

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 7

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 8

Consumer contamination occurs when:

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

Question 9

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

Question 10

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 11

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 12

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

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

Question 13

Anthony has purchased a rush ticket for a 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 just happy to have been able to get into the arena.According to the text,this is most likely an example of:

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

Question 14

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

Question 15

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

A) toilet paper
B) hard liquor
C) airline travel
D) furniture

Question 16

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 17

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 18

Jennifer is interested in a dress in an upscale boutique.However,before she can reach it to look at it,she sees an older lady 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 19

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 20

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 traveler 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 21

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 outdoor environment to attract outdoor enthusiasts to the retail store?

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

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

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 a variety of goods.She shops for:

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

Question 24

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 25

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.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 26

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 27

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

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

Question 28

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 29

Which of the following is not considered to be a negative limitation of e-commerce?

A) security
B) selling of personal information
C) inability to sample products
D) inability to provide good postpurchase customer service

Question 30

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

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

Question 31

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

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

Question 32

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

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

Question 33

An avid philatelist,Mel spends hours discussing the merits of various stamps with the owner of the local stamp store.His shopping motive is:

A) social experiences.
B) sharing common interests.
C) interpersonal attraction.
D) thrill of the chase.

Question 34

Today's shoppers are demanding faster,more convenient service.How are retailers such as Safeway and Home Depot responding?

A) employing more sales staff
B) training staff to check out more efficiently
C) offering self-serve checkouts
D) consolidating retail outlets and investing in online stores

Question 35

A recently opened clothing store makes sure that every time a consumer 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 36

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 37

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.Which of the time metaphors would best capture Wynona's perspective of time?

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

Question 38

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 39

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 as a river
B) time as a map
C) time as a feast
D) time as a mirror

Question 40

It is 4 pm 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.In terms of the text,this would be viewed as a/an:

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

Question 41

If Xerox inflates the time it will take for a service rep to visit,then has the rep arrive a day earlier,the customer will be suitably impressed.This is a technique that emphasizes the use of ________.

A) overinflating.
B) undermanaging.
C) managing expectations.
D) overpromising.

Question 42

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 43

When a consumer expresses dissatisfaction about a product to friends,and/or boycotts the store,this is termed:

A) preference response.
B) private response.
C) second-party response.
D) third-party response.

Question 44

In 1980,Tylenol faced a crisis: some customers died after ingesting their tablets.This was due to sabotage by cyanide poisoning.Like it or lump it,the consumers saw this as a product failure in terms of quality and safety.The strategy should have been,first and foremost:

A) protect the brand; make sure it is seen as sabotage.
B) reassure customers; safety is the first concern.
C) execute fresh public relations with Tylenol clearly presented as being the best.
D) batten down the hatches; it will blow over.

Question 45

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 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 laughed at his low-bid offer for a 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 46

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 47

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 48

When Ford of Canada sends out follow-up letters to recent vehicle purchasers,they are most likely trying to:

A) speed up the purchase cycle.
B) increase the value added.
C) reinforce purchase decisions.
D) match competitors.

Question 49

According to the expectancy disconfirmation model,a product that is promoted as being better than it really is will create problems with customers even if its innate quality is already high.This is true,however,only if the expectation falls outside of the zone of ________.

A) accommodation
B) alteration
C) abandonment
D) attachment

Question 50

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 51

Eventually Minnie buys a Hoover upright vacuum cleaner.On their way to the car,Adelaide is already reviewing what Minnie is going to say.Her mother always bought Hoovers,they must be good.Everybody says they are the most dependable brand.There were lots of signs about them in the store.But,Adelaide thinks,if this particular vacuum cleaner doesn't live up to her expectations,Minnie will be unfit to live with! Adelaide is expressing the principle behind:

A) expectancy confirmation model.
B) expectancy belief model.
C) expectancy disbelief model.
D) expectancy disconfirmation model.

Question 52

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 53

Researchers have found that fast loud music in restaurants encourages:

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

Question 54

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

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

Question 55

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 56

Simtec believes in supplying the highest quality in engineering equipment and controls.To make sure that its products fit the needs of its consumers,it goes into the field to examine consumer needs and to see exactly how consumers use equipment to solve problems.With respect to practice in TQM,Simtec is following a practice called ________.

A) going to the mat
B) going to the gemba
C) going to the root of the problem
D) going to the experts

Question 57

When an unhappy consumer appeals to the retailer for redress,this is termed:

A) voice response.
B) preference response.
C) private response.
D) second-party response.

Question 58

What do consumers most frequently look for in products?

A) colour and style
B) price and warranty
C) quality and warranty
D) quality and value

Question 59

Devlin was so upset when the insurance company did not compensate him enough for the fire damage,he went to the press.What course of action is Devlin taking with his response?

A) voice response
B) preference response
C) private response
D) third-party response

Question 60

Customers want quality,but quality is hard to determine in many products.Which of the following cues are customers least likely to use to determine quality?

A) the brand name of the product
B) the brand personality of the product
C) the price of the product
D) the time it takes to purchase the product

Question 61

When Dylan sells his used guitar on Craigslist,this is an example of:

A) lateral cycling.
B) transumption.
C) ritual cleansing.
D) freecycling.

Question 62

A consumer who opts for temporary ownership or experiences of products,rather than permanently acquiring goods,is called a ___________.

A) gemba
B) free-cycler
C) de-pack rat
D) transumer

Question 63

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

Question 64

As Laura watches TV,she manicures her nails and puts nail polish on her toenails.This is an example of polyclonic activity.

Question 65

A typical antecedent state is product disposal.

Question 66

According to one study in Calgary,when loss frames were combined with one other element people were more likely to recycle.This element was:

A) concrete and detailed information regarding how to recycle.
B) abstract general information about why one should recycle.
C) swap out reward schemes to return the favour.
D) public praise.

Question 67

In terms of customer complaints,marketers should:

A) encourage them.
B) handle them through email.
C) challenge customers to prove that they were wronged.
D) ignore silly ones and focus on important ones.

Question 68

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 69

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 70

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

Question 71

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

Question 72

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 73

Kathy has decided to purchase a new Sony Home Theatre System with a 52" TV.She is at first uncertain what to do with the old 27" TV it is replacing.After some deliberation,she decides to keep it in case of emergency.Kathy is exercising:

A) disposal options.
B) familiarity withdrawal.
C) cognitive dissonance.
D) postpurchase evaluation.

Question 74

A garage sale is an example ________.

A) the profit motive
B) renewing
C) casting away
D) lateral recycling

Question 75

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

A) recycling instincts
B) tangential cycling
C) divestment rituals
D) underground reinvestments

Question 76

Before Alan resells items he owns,he takes pictures of them.Alan engages in which kind of divestment ritual?

A) iconic transfer rituals
B) transition-place rituals
C) ritual cleansing
D) separation rituals

Question 77

Jason works for the state government.The state is concerned because the receipts from sales tax are much lower than the projections,even though the projections of population,salaries,and unemployment have been right on target.Jason 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 in an underground economy
C) an increase in freecycling
D) an increase in product quality

Question 78

Which of the following is not a lower-order goal for people that recycle?

A) avoiding filling up landfills
B) reducing waste
C) reusing materials
D) providing for future generations

Question 79

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

Question 80

Caitlynn uses a online service to temporarily rent a formal dress,rather than buying one.She is acting as a:

A) gemba.
B) free-cycler.
C) de-pack rat.
D) transumer.