Consumers Behaviour 2.2

1) 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

A

16) In general, people from which of the following cultures have typically been shown to wait the most patiently while standing in a long line? A) Asian B) French C) American D) Italian

A

18) According to the text, shopping is an activity that can be performed for either utilitarian or ________ reasons. A) hedonic B) tangible C) functional D) moral

A

20) 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

A

28) According to the ________, 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. A) expectancy disconfirmation model B) total quality management model C) incidental similarity theory D) queuing theory

A

49) 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 that 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 traveled locations.

A

6) Others who are present in a consumer's physical and social environment when purchases are made are called ________. A) co-consumers B) by-standers C) purchase competitors D) challengers

A

11) 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

B

27) One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________ theory, which stresses that each participant gives something to the other and hopes to receive something in return. A) gestalt B) exchange C) gemba D) satisfaction/dissatisfaction

B

31) The Japanese believe that successful total quality management can be achieved by going to the one true source of information called the ________. A) sigma B) gemba C) ISO D) gestalt

B

36) 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

B

38) Julie Morgan loves to go into Springer's Old Country Gifts. 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 Gifts has attracted Julie with its ________. A) store position B) atmospherics C) subliminal cues D) marketscape theme

B

40) Steven has an urge to buy a Dove ice cream bar when he enters the neighborhood 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

B

41) Tara was shopping for a new pair of shoes for work. The salesperson was very helpful and friendly, bringing Tara some styles she hadn't thought to try on but that she ended up really liking. Noticing Tara's University of Wisconsin tee-shirt, the salesperson said that she was a student there. After talking, they discovered that they had lived in the same dormitory, just a few years apart. Tara ended up buying three pairs of shoes rather than the one pair she had planned on. Tara's experience shows the effect of ________. A) queuing theory B) incidental similarity C) the expectancy disconfirmation model D) retail theming

B

45) Simtec believes in supplying the highest quality in engineering equipment and controls. To make sure that its products fit the needs of its consumers, the company sends researchers into the field to examine consumer needs and to see exactly how consumers use equipment to solve problems. The company then follows up with phone calls and emails to provide clients with information about what has been seen on the job site. With respect to TQM, Simtec is following a practice called ________. A) "going to the mat" B) "going to the gemba" C) "going to the garden" D) "saving face"

B

10) Which dimension of psychological time includes the categorization of "time for me"? A) temporal orientation dimension B) planning orientation dimension C) social dimension D) polychronic dimension

C

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

C

7) Which of the following is an unpleasant psychological state? A) density B) arousal C) crowding D) expectancy

C

13) Which of the following cultures is likely to see time as cyclic? A) American B) German C) Swiss D) Hispanic

D

39) 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

A

15) 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

B

22) A store environment that has been made to resemble a living room where customers can relax, hang out with friends, or even learn is referred to as a(n) ________. A) marketscape B) being space C) mindscape D) activity space

B

23) ________ is the conscious designing of retail space and its various dimensions to evoke certain effects in buyers. A) Pretailing B) Atmospherics C) Market-landscaping D) Store image

B

50) 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 in an underground economy C) increased product disposal rates D) increased product quality

B

19) 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 mall. B) A consumer shops because he loves the thrill of finding a bargain. C) A consumer shops to efficiently purchase groceries for the week. D) A consumer shops because she enjoys attention from salespeople.

C

24) In a(n) ________, consumers participate in the production of the products or services they buy. A) pop-up store B) minipreneur shop C) activity store D) sharing site

C

25) 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

C

3) Which of the following is considered a postpurchase process? A) the shopping experience B) mood C) consumer satisfaction D) shopping orientation

C

30) The aim of total quality management is to ________ and increase quality. A) reduce dissatisfaction B) simplify disposal C) reduce errors D) promote recycling

C

33) People who live off others' discards to make a political statement against corporations and consumerism are called ________. A) lateral cyclists B) freecyclers C) freegans D) divesters

C

34) The steps that 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

C

35) Jason loves to go to Borders Bookstore in the evening. In addition to looking at books, he is able to meet interesting people in the store's coffeehouse, 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

C

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. 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.

C

4) A ________ includes a buyer, a seller, a product or service and other factors, such as how the physical environment makes one feel. A) postpurchase process B) purchase process C) consumption situation D) psychological situation

C

42) Jason remembers that the last time he bought a store brand trashcan, it fell apart in about two months. Without even looking at the store brand on this shopping trip, Jason buys a national brand for a little more cash. Which of the following models most accurately reflects Jason's behavior? A) the cognitive recognition model B) the quality versus value model C) the expectancy disconfirmation model D) the product rejection model

C

44) 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

C

47) The perception of time is different in different cultures. It would likely be most accepted for employees to be paid by the hour in a culture with which of the following perceptions of time? A) circular time B) procedural time C) linear time D) occasion time

C

48) Mary Jo has been on a roll. She made straight "A's" in school, was elected to the Student Senate, 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 Jo; therefore, when Mary Jo reads and processes ads in her favorite magazines, she will process the ads with ________. A) more careful scrutiny B) less interest C) less elaboration D) greater concentration on price

C

9) A study was conducted in different countries measuring how fast people walk and how long it takes postal workers to sell a stamp. Based on this research, the fastest country in the world was found to be ________. A) Mexico B) Germany C) Switzerland D) Syria

C

14) 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) minimize psychological waiting time

D

17) 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

D

2) According to the consumer behavior model presented in the text, the ________ includes the shopping experience, point-of-purchase stimuli, and sales interactions. A) antecedent state B) postpurchase process C) cognitive process D) purchase environment

D

21) 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

D

26) A coupon-dispensing machine 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

D

29) Which of the following best identifies what consumers primarily look for in products? A) color and style B) price and warranty C) quality and warranty D) quality and value

D

32) 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

D

43) 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 emphasizes the use of ________. A) over inflating B) under managing C) bad estimation D) managing expectations

D

46) 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) the underground economy

D

5) The day reconstruction method requires a respondent to ________. A) dispose of any unused product during a specified period of time B) keep a record of everything he or she recycled C) try to remember what he or she did a month ago on the same day of the week D) keep a diary of everything he or she did during the day

D