Consumer Behavior Test 3 pt. 2
T/F primary sources of information available to consumers include marketing sources, independent sources, personal sources, experiential sources, and money.
TRUE
Which of the following is false regarding committed customers?
They are less likely to forgive an occasional product or service failure.
What is the key to success of store brands?
high quality at a reasonable price
The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following?
-The degree of commitment or irrevocability of the decision. -The importance of the decision to the consumer. -The difficulty of choosing among the alternatives. -The individual's tendency to experience anxiety.
Which of the following is true regarding word-of-mouth (WOM)?
Consumers trust WOM more than many other sources.
The fact that consumers have limited capacity for processing information is referred to as...
bounded rationality
A choice based on the "how do I feel about it" heuristic is referred to as...
affective choice
Which of the following tends to be more holistic in nature, and the brand is not decomposed into distinct components that are evaluated separately from the whole?
affective choice
Chatbots are an example of what emerging technology in mobile retailing?
artificial intelligence
Which type of consumer choice process involves the use of general attitudes, summary impressions, intuitions, or heuristics, and no attribute-by-attribute comparisons are made at the time of choice?
attitude-based choice
__________ requires knowledge of specific attributes and involves attribute-by-attribute comparisons across brands.
attribute-based choice
Sarah is interested in purchasing a new coffee table for her living room. She is unsure what size, shape and color of table will look best in her apartment, but realizes that she can't just bring several options home to try out. She heads to a local furniture store for help. What mobile retailing technology may be useful to Sarah in choosing a table?
augmented reality
The term used to refer to turnover in a firm's customer base is...
churn
Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as...
consumption guilt
Chaz was asked by a market researcher which criteria he uses when purchasing beer. He told the researcher that taste and price are important to him. Which method did the researcher use to obtain this information from Chaz?
direct
all of the brands that a consumer will evaluate for the solution of a particular problem is known as the...
evoked set
Which measurement technique used to assess consumers' evaluative criteria assumes consumers will not or cannot state their evaluative criteria?
indirect
Style, taste, prestige, feelings generated, and brand image are examples of which type of evaluative criteria?
intangible
marketing managers are interested in external information search because...
it provides them with direct access to the consumer.
The number of alternatives, price range, store distribution, and information availability are examples of which factor that influences the expected benefits and perceived costs of search?
market characteristics
information search often requires...
mental effort. physical effort. giving up more desirable activities. money.
Gwen is an elderly lady and is participating in a market research study. The researcher asked her to describe the criteria someone who needs adult diapers might use to evaluate alternatives. The researcher was not asking Gwen what criteria she would use, but rather, the criteria Gwen thinks someone else would use. Which type of technique is this known as?
projective technique
Any source of products or services for consumers is referred to as a...
retail outlet
an ad for Topol toothpaste, which is targeted at smokers and coffee/wine drinkers, stresses how this is the only brand that can remove the stains associated with these consumption behaviors. which type of problem recognition is this marketer attempting to stimulate?
selective problem recognition
internet shopping services use _________ that do the shopping/searching for users.
shopping bots
Omni-channel shoppers who shop at a physical store for an item and then purchase it online are engaging in...
showrooming
Brands owned and sold by a specific retail outlet are known as...
store brands
The costs of finding, evaluating, and adopting another solution are known as...
switching costs
Rational choice theory implicitly or explicitly assumes a number of things about consumer choice that are often not true, such as...
-consumers seek one optimal solution to a problem and choose on that basis.-consumers have the skill and motivation to find the optimal choice.-the optimal solution does not change as a function of situational factors such as time pressure, task definition, or competitive context.-consumers seek one optimal solution to a problem and choose on that basis and the optimal solution does not change as a function of situational factors such as time pressure, task definition, or competitive context.
Which of the following is not a component of store image?
-store atmosphere. -store size. -store location. -store advertising.
T/F Consumers who demonstrate a positively biased behavior toward a specific brand are exhibiting brand loyalty.
TRUE
T/F If a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company.
TRUE
T/F Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.
TRUE
T/F Ongoing search involves an intentional external search occurring in the absence of problem recognition and is done both for acquiring information for use perhaps at a later time and because the process itself is pleasurable.
TRUE
T/F online interactive tools and virtual trials have become part of the information search experience
TRUE
T/FConsumers are more willing to travel longer distances to shop for a luxury car than for deodorant.
TRUE
Nathan is purchasing a new computer, so he asks his friends and family for help in selecting one. He also has searched the Internet and visited the Dell, Gateway, and Apple websites and has consulted Consumer Reports. Nathan is conducting which type of information search?
external search
Shoppers who browse and/or purchase in more than one channel are known as...
omni-channel shoppers
Satisfaction with a purchase is primarily a function of...
perceived performance relative to expectations
Doubt about the wisdom of a purchase shortly after the purchase is referred to as...
postpurchase dissonance
Marriott Rewards customers earn points whenever they stay at any Marriott property. Louis is in this program, and he travels quite a bit because he works in sales. He usually stays at a Courtyard by Marriott, and when he walks into the lobby there is a sign by the desk welcoming him by name as well as other Marriott Rewards customers who might be staying there. This ongoing relationship between Louis and Marriott is an example of...
relationship marketing
Spillover sales refer to...
sales of additional items to customers who came to purchase an advertised item
which of the following is probably the most important situational variable with respect to search behavior?
temporal perspective