CB chap 9

18) Which of the following is the best example of a hedonic shopping motive? A) A consumer shops to "hang-out" with friends at a local mall. B) A consumer shops because he is angry. C) A consumer shops to provide food for survival. D) A consumer shops because she is discouraged and depressed.

A) A consumer shops to "hang-out" with friends at a local mall.

15) 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) Asian

42) George wanted 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) He should place point-of-purchase displays close to the items that he wants to market.

50) 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. The customer will be dissatisfied if the expectation falls outside of the zone of ________. A) accommodation B) alteration C) abandonment D) the gemba

A) accommodation

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) co-consumers

27) The zones of abandonment, alteration, and accommodation are all ________ zones. A) customer expectation B) total quality management C) disposal option D) point-of-purchase

A) customer expectation

19) 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) lack of price information

A) expensive to order and then return

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

A) hedonic

48) 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) lateral cycling B) divestment cycling C) freecycling D) underground cycling

A) lateral cycling

8) Most Americans 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) down time

A) time poverty

1) A typical antecedent state that a consumer might encounter as he or she approaches the purchase environment is ________. A) time pressure B) sales interactions C) product disposal D) point-of-purchase stimuli

A) time pressure

40) 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) unplanned buying

47) 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 practice in 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) "going to the gemba"

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

B) Atmospherics

39) 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) in-store displays

B) atmospherics

21) 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) being space

25) 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) risk-aversion D) abundant supply

B) exchange

29) The Japanese believe that successful total quality management can be achieved by going to the one true source of information called the ________. A) sori summit B) gemba C) domo grazi D) third eye

B) gemba

41) 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) impulse buying

49) 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) an increase in product disposal rates D) an increase in product quality

B) increased lateral cycling in an underground economy

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) polychronic

14) 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) queuing or queuing theory

34) 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) monochronic dimension difficulties D) mismanagement of personal space

B) time poverty

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

C) Switzerland

35) 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 hedonic and a 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) Time is a feast.

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) Time is a map.

23) 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) mindscape

C) activity store

33) 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) co-consumers

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

C) consumer satisfaction

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) consumption situation

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

C) crowding

32) 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

C) divestment rituals

31) 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) freegans

38) 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) less elaboration

36) 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) linear time

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

C) reduce errors

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) social dimension

44) 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 summarizes 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) the expectancy disconfirmation model

46) 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 in 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) third-party response

24) 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) two-thirds

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 to go any faster with the current technology available to 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 delays. C) He should put clocks with second hands by each elevator so that hotel guests would not psychologically distort time. D) He should install mirrors near the elevator banks, moving consumers' focus to checking their appearance rather than evaluating the wait time.

D) He should install mirrors near the elevator banks, moving consumers' focus to checking their appearance rather than evaluating the wait time.

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

D) Hispanic

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) keep a diary of everything he or she did during the day

20) 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) landscape

30) During ________, one consumer exchanges something she owns with someone else for something she owns. A) profit cycling B) renewing C) disposal casting D) lateral cycling

D) lateral cycling

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

D) managing expectations

16) 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

D) pleasure and arousal

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) purchase environment

26) Which of the following do consumers primarily look for in products? A) color and style B) price and warranty C) quality and warranty D) quality and value

D) quality and value

43) What is the primary purpose of point-of-purchase stimuli? A) to change the atmospherics of a store B) to give consumers something to eat C) to increase the sense of "fun" that customers can experience while shopping D) to increase the likelihood of impulse buying

D) to increase the likelihood of impulse buying