Consumer Behavior Final 3

Expenses associated with advertising, establishing a new account, and mailing catalogs are examples of _____.

acquisition costs

Disposition of the product or the product's container may occur before, during, or after product use.

True

The term used to refer to turnover in a firm's customer base is _____.

churn

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

-Importance of the purchase to the consumer -ease of taking action -consumer's existing level of overall satisfaction with the brand or outlet -characteristics of the consumer involved -Correct all of the above

Disposition of the product or the product's container may occur _____ product use.

-during -after -before -Correct a, b, and c

Which of the following is an alternative once a consumer has decided to get rid of a product?

-sell it -give it away -loan it to someone -throw it away -Correct all of the above

George has used the same company for his car and home insurance for over 20 years. Any claim he has made has been handled fairly and quickly. A major hurricane came through his area causing many individuals, including George, and business owners to lose everything. While he was hearing about so many insurance claim nightmares, he knew his company would come through because he trusts this company. George is an example of a _____.

Committed customer

Functional performance relates to the physical functioning of the product.

False

Most consumer purchases involve relatively high-involvement decision making, and therefore, arouse little or no post-purchase dissonance.

False

Repeat purchasers continue to buy the same brand because of their emotional attachment to it.

False

_____ continue to buy the same brand though they do not have an emotional attachment to it.

Repeat purchasers

Which of the following is true regarding postpurchase dissonance?

The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance.

A consumer selling something to another individual through an online intermediary (i.e., eBay) is known as a consumer-to-consumer sale.

True

Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?

consumer-to-consumer sale

A brand whose perceived performance falls below expectations generally produces _____.

dissatisfaction

Which of the following is NOT a source of increased customer profitability over time?

increased churn

Connie just purchased her first new car, and she's actually feeling a little bad about it. She's concerned about how much money she spent and how long she will be making car payments. She's not sure she made the right choice, either. She liked another car a little better, but ended up purchasing another model. Connie is experiencing _____.

postpurchase dissonance

Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use?

product nonuse

Sandy uses online banking, and her bank charges her $4.99 per month. However, she has seen ads for a competing bank offering free online banking services. She'd like to switch, but she realized that it might be difficult to do since she has several of her bill payments set up as automatic debits. The cost of changing to another bank represents Sandy's _____.

switching costs

Even if a dissatisfied consumer takes no external action, which of the following is likely?

will have a less favorable attitude toward the store or brand