Consumer Behavior Module 3 Exam
Which of the following is an example of a federal law passed to facilitate direct comparisons among alternatives? Question options: Telephone Consumer Protection Act Truth-in-Lending law Federal Trade Commission Act Wheeler-Lea Amendment Just Noticeable Difference law
Truth-in-Lending law
Which of the following is(are) part of the FTC Privacy Protection Framework? Question options: privacy by design simplified choice greater transparency A and C all of the above
all of the above
Which of the following variables represents an organization's firmographics? Question options: size activities and objectives location industry category all of the above
all of the above
Approaches to reduce online privacy concerns include Question options: direct control through "opt-in" features. the use of privacy statements. signaling the firm's investment in the website. A and B. all of the above.
all of the above.
The top categories of online spending include Question options: travel. apparel. computers and peripherals. A and C. all of the above.
all of the above.
When experiencing choice overload, consumers may Question options: respond with "analysis paralysis" and make no decision. use heuristics to make a decision. end up feeling dissatisfied with their choice. blame themselves for making a bad choice. all of the above.
all of the above.
Which of the following is NOT a key situational dimension or characteristic that influences consumer behavior? Question options: physical surroundings social surroundings alternative evaluation temporal perspectives task definition
alternative evaluation
Features of the individual person that are not lasting characteristics, such as momentary moods or conditions, are called _____. Question options: personality antecedent states context effects task definition self-concept
antecedent states
Which type of customer has an emotional attachment to the brand or firm? Question options: repeat purchaser satisfied buyer total buyer committed customer affective customer
committed customer
Which organization buyer segment doesn't want value-added service and doesn't want to pay for it? Question options: commodity buyers underperforming buyers partner buyers most-valuable buyers government buyers
commodity buyers
What year did the rules based on the guidelines in the Children's Online Privacy Protection Act go in to effect? Question options: 1990 1995 1998 2000 2002
2000
How many of CARU's basic principles focus on the concern regarding the impact of commercial messages on children's values and their health and safety? Question options: 1 2 3 4 5
4
How many of the CARU's general guiding principles relate to a child's ability to comprehend commercial messages? Question options: 1 4 5 6 all of them
4
Which of the following statements is FALSE regarding ritual situations? Question options: Rituals are receiving increasing attention by marketing scholars and practitioners. Ritual situations are of major importance to marketers because they often involve prescribed consumption behaviors. There is enough shared behavior across individuals and households that marketers can develop products and promotions around the common ritual situations that arise each year. Ritual situations can also result in injurious consumption. Marketers cannot change or create consumption patterns associated with ritual situations.
Marketers cannot change or create consumption patterns associated with ritual situations.
In which situation do marketers attempt to place their ads in appropriate media contexts to enhance their effectiveness? Question options: communications purchase usage disposition preliminary
communications
Joanne is considering the purchase of a microwave oven and has four evaluative criteria. For each criterion, she has attached an importance weight ("W"), and each brand is evaluated on its performance on that criterion ("B"). Then a rating is calculated by summing the product of the B's and W's on a criterion for each brand, and the brand with the highest overall rating is chosen. Which type of decision rule is Joanne using? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
compensatory
Which decision rule states that the brand that rates highest on the sum of the consumer's judgments of the relevant criteria will be chosen? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
compensatory
Which of the following is NOT a type of consumer decision making discussed in your text? Question options: nominal decision making extended decision making complex decision making limited decision making All of the above are types of decision making.
complex decision making
The types of individuals who work in the organization represent the organization's _____. Question options: size composition macrosegment reference group demographic group
composition
Which of the following is NOT a decision rule used by consumers? Question options: conjunctive disjunctive lexicographic compensatory conjoint
conjoint
In which type of indirect measurement approach to measuring the relative importance of consumers' evaluative criteria are consumers presented with several descriptions of alternatives and asked to rank all of them in terms of his or her preference for those combinations of features? Question options: perceptual mapping regression analysis factor analysis conjoint analysis cluster analysis
conjoint analysis
Jamie was participating in a market research study regarding computers when he was presented with 24 different computers that varied on four criteria. He was asked to rank all 24 descriptions in terms of his preference for those combinations of features. Which approach to assess the relative importance Jamie places on evaluative criteria was this research using? Question options: perceptual mapping regression analysis factor analysis conjoint analysis cluster analysis
conjoint analysis
Conrad is considering the purchase of a laptop computer. He has decided that he will not spend more than $1,200, the computer must weigh no more than 4 pounds, and battery life must be at least 4 hours. He has similar minimum requirements for a few other criteria he is using to evaluate alternatives. If an alternative does not meet all of these minimum requirements, he will not consider it further. Which decision rule is Conrad using? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
conjunctive
Which decision rule establishes minimum required performance standards for each evaluative criterion and selects the first or all brands that meet or exceed these minimum standards? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
conjunctive
Which type of decision rule is very common in the first step of a two-stage decision for an organizational purchase? Question options: conjunctive disjunctive lexicographic compensatory elimination-by-aspects
conjunctive
The evoked set is also called the _____. Question options: evaluative set alternative set awareness set preferred set consideration set
consideration set
Experience, familiarity, social status, shopping orientation, and product involvement are examples of which factor that influences the expected benefits and perceived costs of search? Question options: market characteristics product characteristics consumer characteristics situation characteristics personality traits
consumer characteristics
Jon purchased an antique watch on eBay from another consumer. Which type of sale is this known as? Question options: direct-to-consumer sale consumer-to-consumer sale personal sale private sale electronically mediated sale
consumer-to-consumer sale
Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary? Question options: direct-to-consumer sale consumer-to-consumer sale personal sale private sale direct marketing
consumer-to-consumer sale
Which nonmarketing factor affects a consumer's desired state? Question options: culture/subculture normal depletion product/brand performance availability of products all of the above
culture/subculture
Nominal decision making is sometimes referred to as _____. Question options: habitual decision making routine decision making simple decision making automatic decision making default decision making
habitual decision making
Suzy is having her sixth birthday party at Club Libby Lu at a department store in the mall. She and six of her friends will get a complete "make-over" with glittery makeup and shiny extensions added to their hair. This is an example of which approach retailers are taking to improve the shopping experience? Question options: kiosks mini-stores lifestyle centers brand stores "destination areas" within stores
"destination areas" within stores
It is predicted that the total Web-influenced in-store sales is _____. Question options: $217 million $38 billion $1.2 billion $232 billion $1,543 billion
$1,543 billion
New FDA package designs for cigarettes in 2012 will _____. Question options: show half the package covered with verbal warnings show half the package covered with visual warnings state that the incidence of smoking has declined since 2005 A and B all of the above
A and B
Which of the following statements is TRUE regarding moods? Question options: Moods are relatively stable states that are tied to a specific event or object. Moods affect the consumption process, but they are not affected by the consumption process. Positive moods have not been shown to affect shopping behavior. Consumers do not actively try to manage their mood states. Ad and brand attitudes are often influenced in a mood-congruent manner.
Ad and brand attitudes are often influenced in a mood-congruent manner.
Which of the following is TRUE regarding word-of-mouth (WOM)? Question options: WOM is a minor factor in consumer behavior. Consumers trust WOM more than many other sources. Satisfaction yields more WOM than does dissatisfaction. Consumers do not give WOM much merit, especially negative WOM. Marketers are not concerned about WOM.
Consumers trust WOM more than many other sources.
Which part of the FTC Privacy Protection Framework relates to data security, reasonable collection units, sound retention practices, and data accuracy? Question options: simplified choice greater transparency privacy by design Internet Privacy Act none of the above
Internet Privacy Act
The segment of mobile phone users who are younger, grew up with cell phones, and find a cell phone central to life is known as _____. Question options: Mobirati Mobile Professionals Social Connectors Pragmatic Adopters Basic Planners
Mobirati
The segment of mobile phone users who are younger, feel communication is key, and that a mobile device helps them connect socially is known as _____. Question options: Mobirati Mobile Professionals Social Connectors Pragmatic Adopters Basic Planners
Social Connectors
Which of the following is NOT a key decision for retailers considering price advertising? Question options: How large a discount should be used? Should a reference price be used? What verbal statements should be used? What is the cost of the item compared to the total media cost? None of the above is a key decision.
What is the cost of the item compared to the total media cost?
The "merchandise" dimension of store image includes _____. Question options: quality selection price style all of the above
all of the above
Which marketing strategies are appropriate for limited decision making? Question options: maintenance strategy and disrupt strategy capture strategy and intercept strategy preference strategy and acceptance strategy maintenance strategy and intercept strategy capture strategy and acceptance strategy
capture strategy and intercept strategy
Which of the following is referred to as the "Third Screen"? Question options: television computer video games cell phone iPod
cell phone
Which of the following is NOT an objective uncovered through research that drives the management of privately held firms? Question options: building a place for the entire family to work and be involved becoming wealthy avoiding corporations and working for others building a lasting "empire" changing governmental regulations
changing governmental regulations
The term used to refer to turnover in a firm's customer base is _____. Question options: turnover churn attrition rate turn ratio defection rate
churn
The situation in which consumers receive information has an impact on their behavior and is referred to as the _____ situation. Question options: communications purchase usage disposition preliminary
communications
The multiattribute model is which type of decision rule? Question options: compensatory noncompensatory disjunctive lexicographic elimination-by-aspects
compensatory
A(n) _____ is the way an individual wants to feel or be at the present time. Question options: current state desired state actual state ideal state idolized state
desired state
Thomas is aware of several different brands of electric shavers, but he is only seriously considering three different brands. These three brands that Thomas is evaluating represent his _____. Question options: evoked set evaluative criteria alternative set preferred set awareness set
evoked set
The culture of most organizations is influenced most heavily by which of the following? Question options: government overall membership founder and top management competition customers
founder and top management
Nakeisha wants to purchase some new makeup, but she wants something different from what she is currently using. Because she has experience with this product, she just thinks of the other products she has tried and decides to purchase one of those. Which type of information search has Nakeisha performed? Question options: internal search external search primary search secondary search evoked search
internal search
For which stage of the product life cycle is the size of the decision-making unit typically large? Question options: introduction growth maturity decline fortification
introduction
Stan was feeling very tired and hungry in the mid-afternoon, so he ate a Snickers candy bar. Stan is attempting to manage his _____. Question options: personality traits momentary condition mood self-concept daily ritual
momentary condition
Which type of consumer decision making includes only a limited internal information search and no external search for information? Question options: routine decision making nominal decision making extended decision making simple decision making limited decision making
nominal decision making
Which type of consumer decision making only includes the stages of problem recognition, limited internal information search, purchase, and limited postpurchase behavior? Question options: nominal decision making normal decision making limited decision making extended decision making simple decision making
nominal decision making
A commercial firm in which stock is widely traded is known as a(n) _____. Question options: public firm cooperative firm private firm open firm trade firm
public firm
Unplanned purchases are further subdivided into which two categories? Question options: primary and secondary direct and indirect reminder and impulse generally planned and substitute latent and manifest
reminder and impulse
Which of the following is a major concern regarding legal and ethical behavior with respect to marketing communications? Question options: the tastefulness of the ad the accuracy of the information provided the media used to deliver the ad the creativity of the ad the effectiveness of the ad
the accuracy of the information provided
Which of the following is the MOST difficult to regulate? Question options: the explicit verbal content of ads the subtle meanings implied by the visual content of ads the adequacy of the information provided in ads a website's privacy policy with respect to children the use of corrective advertising
the subtle meanings implied by the visual content of ads
Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation? Question options: whether to complain to the store or to the manufacturer whether or not to stop buying that brand whether or not to take any external action whether or not to initiate legal action whether or not to complain to a government agency
whether or not to take any external action
What is the first decision a dissatisfied customer will make? Question options: whether to complain to the store or to the manufacturer whether or not to stop buying that brand whether or not to take any external action whether or not to initiate legal action whether or not to complain to a government agency
whether or not to take any external action
Even if a dissatisfied consumer takes no external action, which of the following is likely? Question options: will engage in negative work-of-mouth will stop buying that brand will have a less favorable attitude toward the store or brand will stop buying at that store all of the above
will have a less favorable attitude toward the store or brand
Sarah just purchased some casual twill pants from L.L.Bean. When she was checking out, she was asked for her e-mail address. Below that box was a box that was checked that indicated she would like to receive promotion messages and have her information shared with similar marketers. She unchecked that box because she did not want to receive these promotional offers and did not want her information shared. This is an example of which approach online retailers are using to enhance consumers' control? Question options: "opt in" approach behavioral targeting search engine optimization bots blogs
"opt in" approach
What is the oldest age of a child that most regulation attempts to protect with respect to marketing practices? Question options: 2 5 8 10 12
12
What is a major concern that has emerged regarding Internet marketing and children? Question options: invading children's privacy exploitation of children through manipulative sales techniques inappropriate pop-up ads A and B A, B, and C
A and B
What is the concern regarding the limited ability of children to comprehend advertising messages? Question options: Do children understand the selling intend of commercials? Can children understand specific aspects of commercials? Do children like commercials? A and B A, B, and C
A and B
What is the health risk of trans fat that prompted to government to require that the number of grams of trans fat be provided in nutrition labels on packages? Question options: It raises the level of LDL (bad) cholesterol. It lowers the level of HDL (good) cholesterol. It raises blood sugar levels. A and B A, B, and C
A and B
Which of the following is a major issue consumer groups have concerning products? Question options: Are they safe? Are they environmentally sound? Do they meet consumers' needs? A and B A, B, and C
A and B
Thelma and Louise look forward to Saturday morning when they can drive to their local diner and have breakfast. They laugh at people who spend their weekends at the mall shopping. To which shopping orientation do Thelma and Louise belong? Question options: Apathetic Shoppers Shopping Lovers Adventurous Explorers Shopping Avoiders Fun Seekers
Apathetic Shoppers
_____ is the process managers use to manipulate the physical retail environment to create specific mood responses in shoppers. Question options: Servicescape Psychographics Atmospherics Environmentalism Landscaping
Atmospherics
Higher perceived risk is associated with _____. Question options: decreased search prior to purchase more reliance on information from personal sources greater reliance on personal experience B and C A and C
B and C
Which of the following is TRUE regarding Internet shopping? Question options: Most future growth will come from new users. Most future growth will come from existing buyers. Annual growth in the number of Internet users is low. B and C A and C
B and C
When Rose Art Industries changed its packaging due to concerns that size of the product relative to the size of the child shown on the package picture could lead a child to believe that the Super Lite toy was larger than it was, this is related to _____. Question options: CARU's guidelines linked to possible information-processing deficits of children CARU's guidelines linked to concerns about the health/safety/value effects of commercial messages on children COPPA's guidelines regarding processing deficits of children all of the above none of the above
COPPA's guidelines regarding processing deficits of children
Which of the following is the result of concern regarding the invasion of children's privacy? Question options: Telephone Consumer Protection Act Children's Online Privacy Protection Act Federal Do Not Call Registry Children's Internet Protection Act Children's Internet Act
Children's Online Privacy Protection Act
Which of the following statements is FALSE regarding crowding as a situational characteristic? Question options: Crowding generally produces negative outcomes for both the retail outlet and the consumer. Most consumers find crowded feelings to be unpleasant. Crowding is unpleasant regardless of a consumers' culture. Most consumers find feelings of crowding to be unpleasant and will spend less time in the store. Crowding causes most consumers to spend more money.
Crowding is unpleasant regardless of a consumers' culture.
Which of the following statements regarding marketing and children's health and safety is FALSE? Question options: Ensuring that advertisements portray only safe uses of products is sometimes difficult, and it is a controversial area. Even ads clearly not targeting children can have potentially harmful consequences. In many instances, children and teenagers are exposed to advertising directed at adults. Advertising of health-related products, particularly snack foods and cereals, is controversial. Advertising sugared products such as presweetened breakfast cereals does increase their consumption.
Ensuring that advertisements portray only safe uses of products is sometimes difficult, and it is a controversial area.
The primary federal agency involved in regulating pricing activities is the _____. Question options: FTA FTC FDA FPC FPA
FTC
Which of the following is TRUE regarding the Net Promoter Score (NPS)? Question options: It works well in all industries. It asks WOM questions. It calculates satisfaction scores. It is difficult to use. All of the above are true.
It asks WOM questions.
Paul's grandchildren gave him a computer for Christmas, but he seldom uses it to shop. He only goes to the grocery store to restock his pantry once a month. In which online shopping segment does Paul belong? Question options: Virtual Shoppers Status Strivers Just the Essentials Original Traditionalists Shopping Lovers
Just the Essentials
Which of the following statements is TRUE regarding consumer choice processes? Question options: Attitude-based choices require the knowledge of specific attributes at the time the choice is made. The greater the motivation to make an optimal decision, the more likely an attitude-based choice will be made. Motivation, information availability, and situational factors interact to determine the likelihood that attitude-based choices are made. Consumers do not use attitude-based choices for important products. Attitude-based choices require the comparison of each specific attribute across all brands considered.
Motivation, information availability, and situational factors interact to determine the likelihood that attitude-based choices are made.
A new rule that requires marketers to list the number of grams of trans fat on a product's package is an amendment of which law? Question options: Truth-in-Labeling Law Nutritional Labeling and Education Act Fat Labeling Act Fair Packaging and Labeling Act U.S. Packaging and Labeling Law
Nutritional Labeling and Education Act
Which law deals with nutrition labeling on products' packages? Question options: Truth-in-Labeling Law Nutritional Labeling and Education Act Trans Fat Labeling Act Fair Packaging and Labeling Act U.S. Packaging and Labeling Law
Nutritional Labeling and Education Act
_____ is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision process. Question options: Alternative evaluation Problem recognition Information search Purchase Postpurchase evaluation
Problem recognition
Given the following information, which of the following compact disc players would be chosen using the lexicographic decision rule? Picture Question options: Sony Sanyo Pioneer Sony and Pioneer would be considered further. None of the above compact disc players would be chosen.
Sony
Which of the following statements is FALSE regarding a firm's size? Question options: Large organizations are more likely than smaller ones to have a variety of specialists who attend to purchasing, finance, marketing, and general management. The same promotional message needs to be targeted to all of the various functions in the firm. Larger organizations are generally more complex than smaller ones because more individuals participate in managing the organization's operations. The purchase decision in a smaller firm might involve only the owner or manager. One message would need to address all the key purchase issues when targeting a smaller firm.
The same promotional message needs to be targeted to all of the various functions in the firm.
Which online shopping segment found by Experian buys in stores and does heavy online research prior to buying? Question options: Upscale Clicks and Bricks Business Users Fearful Browsers Virtual Shoppers Original Traditionalists
Upscale Clicks and Bricks
Emma noticed that she was almost out of gas, so she pulled into the nearest gas station and filled up her tank. Emma's decision on which gas to purchase is characterized by _____. Question options: a high level of cognitive processing a low level of purchase involvement limited decision making extended decision making a high level of affective processing
a low level of purchase involvement
Rational choice theory implicitly or explicitly assumes a number of things about consumer choice that are often not true, such as _____. Question options: 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 A and C all of the above
all of the above
The purchase of products involves the risk that they may not perform as expected, causing which of the following to be high? Question options: social cost time cost effort cost physical cost all of the above
all of the above
Duane is of average intelligence, and like most consumers, he cannot compare too many alternatives at one time. This limited capacity for processing information is known as _____. Question options: working memory bounded memory bounded rationality bounded processing finite processing
bounded rationality
Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of _____. Question options: nonsatisfaction extended decision making commitment relationship marketing customer value
commitment
Which of the following is the most popular indirect measurement approach to measuring the relative importance of consumers' evaluative criteria? Question options: perceptual mapping regression analysis factor analysis conjoint analysis cluster analysis
conjoint analysis
Consumer-to-consumer solutions to "problems they never knew they had" have accelerated due to the rise of _____. Question options: social media like Pinterest crowd sourcing like Kickstarter peer innovation like Quirky all of the above none of the above
crowd sourcing like Kickstarter
Which of the following services would be classified as having an extended hedonic consumption purpose? Question options: bank cruise business dinner exercise class theater
cruise
In order for online retailers to convert website visitors to buyers they must _____. Question options: design appropriate landing pages offer deep discounts offer free merchandise advertise with videos use pop-ups to get their attention
design appropriate landing pages
Candice is on a diet and wants to lose 10 pounds. She wants to be thin right now, which represents her _____. Question options: actual state ideal state healthy state desired state future state
desired state
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? Question options: direct indirect projective perceptual mapping word association
direct
Which measurement method involves asking consumers what criteria they use in a particular purchase or, in a focus group setting, noting what consumers say about products and their attributes? Question options: direct indirect projective perceptual mapping word association
direct
"Royal makes tires for the Jeep Liberty" is an example of a(n) _____. Question options: direct claim logical implication pragmatic implication inferred claim none of the above
direct claim
Walker and his wife have two children. They have purchased a new computer for their household every four years or so for almost 20 years. When Walker purchases a new one, usually for him to be able to work at home, one of his children will get the old one. However, they have a few old computers sitting in the attic and garage because Walker doesn't really know how to get rid of them. This is an example of which type of situation? Question options: disposition situation purchase situation communications situation expanded usage situation replacement situation
disposition situation
Which decision rule requires the consumer to rank the evaluative criteria in terms of their importance and to establish a cutoff point for each criterion and requires that all brands are first considered on the most important criterion, the second most important, and so on until only one brand remains? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
elimination-by-aspects
Which type of industry has developed around the use of ambient scents? Question options: professional scenting environmental fragrancing scent motivation environmental creationism environmental construction
environmental fragrancing
Freddy is purchasing a new car, and he has decided that gas mileage, price, reliability, and styling are important to him. These attributes represent Freddy's _____. Question options: evoked set evoked criteria consideration criteria evaluative criteria evaluative set
evaluative criteria
The desired features or characteristics required to meet a consumer's needs are his or her _____. Question options: evoked set evoked criteria consideration criteria evaluative criteria evaluative set
evaluative criteria
The Smith's oldest daughter, Olivia, is a senior in high school. She has all "A's" and scored a 34 on the ACT. She is president of the debate team and the national honor society as well as a member of the cheerleading squad. Olivia wants to attend medical school, so both she and her parents are very concerned about which undergraduate school she attends. They have spent countless hours on the Internet examining universities, and they have already visited five campuses. For Olivia and her parents, which type of decision making does this represent? Question options: limited decision making nominal decision making extended decision making complex decision making complete decision making
extended decision making
Very high levels of purchase involvement tend to produce _____. Question options: extended decision making nominal decision making affective decision making limited decision making none of the above
extended decision making
Which type of consumer decision making involves the evaluation of many attributes and alternatives and employs complex decision rules? Question options: routine decision making nominal decision making extended decision making simple decision making limited decision making
extended decision making
Which type of decision making involves an extensive internal and external information search followed by a complex evaluation of multiple alternatives and significant postpurchase evaluation? Question options: limited decision making nominal decision making extended decision making complex decision making complete decision making
extended decision making
Firmographics, culture, government, reference groups, and marketing activities are _____ influences on organizational buyer behavior. Question options: internal external insignificant primary secondary
external
Which type of reference price is presented by a marketer for the consumer to use to compare with the current price? Question options: base reference price external reference price private reference price outlet reference price public reference price
external reference price
Darryl is a chemist at a pharmaceutical company, and he was asked by the decision-making unit at his company to visit and evaluate potential vendors that will supply his company with the chemicals required to manufacture their products and to conduct laboratory tests of a new product that can be used in the manufacture of their products. Darryl is assisting the company with which type of information search? Question options: formal informal priority secondary direct
formal
Marcie will soon be 50 years old, so to pamper herself, she decided to get a massage. With respect to the typology of service environments, this type of service would be categorized as _____. Question options: utilitarian personal hedonic intangible moderate
hedonic
MVM (My Virtual Model) helps consumers shopping online overcome which barrier? Question options: security information quantity lack of touch flow difficulty
lack of touch
Organizations with distinguishing firmographics can be grouped into market segments through a process called _____. Question options: industry identification infrastructure segmentation conjoint analysis macrosegmentation factor analysis
macrosegmentation
A soft-drink manufacturer is running a promotion in which consumers text message from their cell phone a code that they can find under the bottle cap. Consumers entering can win various prizes. This is an example of which type of marketing activity aimed at children that is considered controversial? Question options: violent entertainment products kids' clubs mobile marketing commercialization in schools Internet marketing
mobile marketing
If consumers call a specific number, they can access games on their cell phones. The games usually involve a branded product or an event, such as the release of a movie. This is an example of which type of marketing activity aimed at children that is considered controversial? Question options: violent entertainment products kids' clubs mobile marketing commercialization in schools Internet marketing
mobile marketing
Ringtones, mobile games, and text-in contests are various types of promotional efforts regarding which controversial marketing activity aimed at children? Question options: violent entertainment products kids' clubs mobile marketing commercialization of schools Internet marketing
mobile marketing
All EXCEPT which of the following nonmarketing factors affect consumers' desired state? Question options: reference group household characteristics normal depletion financial status/expectations culture
normal depletion
Which organizational buyer segment is expensive to serve, but loyal and willing to pay for value-added services? Question options: commodity buyers underperforming buyers partner buyers most-valuable buyers government buyers
partner buyers
Which of the following is NOT an external influence on organization buyer behavior? Question options: firmographics culture perception government marketing activities
perception
A technique that requires consumers to judge the similarity of alternative brands is _____. Question options: conjoint analysis attitude survey semantic differential scale perceptual mapping none of the above
perceptual mapping
Friends, family, and others are examples of which source of information? Question options: memory personal sources independent sources marketing sources experiential sources
personal sources
What was the MAIN reason consumers gave in a survey for why they don't like shopping in stores? Question options: don't like shopping dealing with crowds poorly informed salespeople parking and traffic the time it takes to shop
poorly informed salespeople
Doubt or anxiety regarding a purchase a consumer has made is known as _____. Question options: postpurchase worry postpurchase guilt postpurchase dissonance postpurchase shame postpurchase fear
postpurchase dissonance
Which of the following is(are) NOT a type of consumer choice process? Question options: affective choice attitude-based choice rational choice A and B All of the above are types of consumer choice processes.
rational choice
Which type of nominal decision is characterized by a consumer believing that all brands within a given product category are about the same and not attaching much importance to the product category or purchase? Question options: routine decision repeat purchase decision secondary decision inconsequential decision indifferent decision
repeat purchase decision
Jim is trying to determine the level of his store's attraction by using the square footage as a measure of breadth of merchandise and the distance to the store from different geographic areas. Which model is he using? Question options: retail multiattribute model retail gravitation model retail attribution model retail geographic model retail distribution model
retail gravitation model
The retail attraction model is also called the _____. Question options: retail gravitation model retail dispersion model retail composition model retail network model retail concentration model
retail gravitation model
Any source of products or services for consumers is referred to as a _____. Question options: retail outlet contact point transaction point distribution outlet channel outlet
retail outlet
All those factors particular to a time and place that do not follow from knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior are known as _____. Question options: situational influence motivators consumption triggers consumption influencers motivational influence
situational influence
Jessica and her friends are 16 years old like to shop at Aeropostale, which is a clothing store targeted to teens and young adults. They like to go in that store because there are usually some pretty cute guys working and shopping there. Even though there are some parents shopping with their teens, the other customers are usually teens like themselves. The other individuals present in this store represent the _____. Question options: servicescape social surroundings physical surroundings store atmosphere temporal perspective
social surroundings
Mimi is a teenager and wants to be accepted by her friends. In fact, she might act a certain way not because she really wants to, but rather, she does it because others around her are doing it. The influence these others have on Mimi represent which situational characteristic? Question options: temporal perspective physical surroundings task definition antecedent states social surroundings
social surroundings
The sum of all the physical features of a retail environment is referred to as the _____. Question options: store situation retail ambiance retail surroundings store atmosphere merchandising mix
store atmosphere
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 because she has several of her bill payments set up as automatic debits. The cost of changing to another bank represents Sandy's _____. Question options: incurred costs switching costs effort costs balancing costs committed costs
switching costs
The costs of finding, evaluating, and adopting another solution are known as _____. Question options: incurred costs switching costs effort costs balancing costs committed costs
switching costs
Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance? Question options: affective direct instrumental symbolic consummatory
symbolic
Which of the following is an ambient condition related to store atmosphere? Question options: customer characteristics symbols layout temperature furnishings
temperature
Which of the following is NOT a category of organizational objectives? Question options: commercial governmental nonprofit cooperative temporal
temporal
One aspect of purchasing from QVC, one of the cable shopping channels on television, is that the "offer" will expire within a certain amount of time, creating a sense of urgency among consumers. Teresa watches this channel frequently and admits that this aspect of the situation does influence her decision to buy something. Which characteristic of the situation is influencing Teresa and others' behavior? Question options: physical surroundings social surroundings temporal perspective task definition antecedent states
temporal perspective
Problem recognition, information search, alternative evaluation and selection, outlet selection and purchase, and postpurchase processes represent _____. Question options: external influences internal influences organizational culture the decision process types of buying decisions
the decision process
John is a salesman and gave one of his customers an expensive watch. Which of the following is the most likely reason John gave this gift? Question options: social expectations because it is a ritualized consumption experience to elicit a return favor because it is a business requirement as an expression of loving and caring
to elicit a return favor
Which of the following is NOT considered a user reference group in organizational buying? Question options: lead user trade press early adopters followers All of the above are considered a user reference group.
trade press
Which form of organizational buyer exchange involves single transactions, is short lived, involves few involvements by the buyer and seller in the relationship, and involves low loyalty? Question options: relational transactional procurement transient temporary
transactional
Which of the following has the purpose of ensuring that consumers are provided with adequate information? Question options: Telephone Consumer Protection Act truth-in-lending legislation FTC Corrective Advertising Act Internet Protection Act FTC's unfairness authority
truth-in-lending legislation
To which set do alternatives the consumer does not know about belong? Question options: inert set inept set unawareness set unknown set evoked set
unawareness set
Purchases made in a retail outlet that are different from those the consumer planned to make prior to entering that retail outlet are called _____. Question options: incremental purchases irrational purchases unplanned purchases emotional purchases deviant purchases
unplanned purchases
When orange juice manufacturers attempted to expand the various times of day when consumers would see orange juice as an appropriate beverage to consume, they were trying to influence which situation? Question options: communication usage purchase disposition all of the above
usage
Marcus works in operations. Which of the following evaluative criteria is NOT important to him? Question options: ease of maintenance of equipment competence of service technicians vendor offers a broad line time needed to install equipment product warranty
vendor offers a broad line
John drinks Schweppes Ginger Ale for dinner as a beverage, while Jack uses it only as a mixer in his cocktails. Which factor that influences the importance of evaluative criteria is this? Question options: usage situation competitive context advertising effects quantity of criteria temporal perspective
usage situation
The second screen refers to Question options: watching streaming video on a mobile device. surfing the Internet. watching TV while interacting with another mobile device. local mobile search. all of the above.
watching TV while interacting with another mobile device.
Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction? Question options: security and privacy fulfillment and reliability customer service website design and interaction all of the above
website design and interaction
For which product are consumers more willing to travel longer distances to shop for? Question options: toothpaste wedding dress beer laundry detergent soft drinks
wedding dress
According to Piaget's stages of cognitive development, children lack the ability to fully process and understand information, including marketing messages, until around age _____. Question options: 5 8 10 12 15
12
Estimates of the number of TV ads that children are exposed to per year range from _____. Question options: 1,000 to 5,000 8,500 to 15,000 18,000 to 40,000 48,000 to 60,000 73,000 to 100,000
18,000 to 40,000
Shopping on the Internet provides which important time-related dimension(s)? Question options: It has the potential to reduce the amount of time required to make a specific purchase. It provides the consumer with almost total control over when the purchase is made. It eliminates the uneasiness of crowding experienced in many retail outlets. A and B A, B, and C
A and B
Which of the following is(are) a major area of concern regarding the large amount of time children devote to watching television? Question options: the impact of commercial messages on children's values the impact of commercial messages on children's health and safety the impact of commercial messages on children's education A and B A, B, and C
A and B
Which color(s) is(are) arousing? Question options: red yellow blue A and B A, B, and C
A and B (Red and Yellow)
What do Hispanic girls celebrate when they are 15 years old? Question options: ritual situation bat mitzvah quinceañera Cinco de Mayo A and C
A and C
Radian6 is a leader in the field of ______. Question options: social media measurement focus group moderating product development consumer problem discovery A and D
A and D
Some companies attempt to initiate problem recognition through ______. Question options: mass media advertising focus groups content analysis point-of-purchase displays A and D
A and D
A consumer decision requires information on which of the following? Question options: the appropriate evaluative criteria for the solution of a problem the existence of various alternative solutions the performance level or characteristic of each alternative solution on each evaluative criterion A and B A, B, and C
A, B, and C
Advertising is frequently criticized for fostering which type of values in children? Question options: overly materialistic self-focused short-term A and B A, B, and C
A, B, and C
Before a marketing manager or public policy decision maker can develop a sound strategy to affect consumer decisions, he or she must determine _____. Question options: which evaluative criteria are used by the consumer how the consumer perceives the various alternatives on each criterion the relative importance of each criterion A and B A, B, and C
A, B, and C
Evaluative criteria can differ on which of the following? Question options: type number importance A and B A, B, and C
A, B, and C
Organizational activities can be categorized as _____. Question options: routine complex technical A and B A, B, and C
A, B, and C
Regulation of marketing activities aimed at adults has focused on _____. Question options: product features marketing communications pricing practices A and B A, B, and C
A, B, and C
To understand a consumer's behavior, we must know about the _____. Question options: consumer situation stimulus object A and B A, B, and C
A, B, and C
Which of the following is(are) a type of consumer choice process? Question options: affective choice attitude-based choice attribute-based choice A and B A, B, and C
A, B, and C
Which of the following is(are) a type of consumer decision making discussed in your text? Question options: nominal decision making limited decision making extended decision making B and C A, B, and C
A, B, and C
Disposition of the product or the product's container may occur _____ product use. Question options: during after before A and B A, B, and c
A, B, and c
Which of the following statements is TRUE regarding active and inactive consumer problems? Question options: Active problems require the marketer only to convince consumers that its brand is the superior solution. Active and inactive problems do not require different marketing strategies. An active problem is one of which the consumer is not aware. Even though a consumer is aware of it, an inactive problem is one that he or she has no desire to rectify. Active problems are more serious than inactive ones.
Active problems require the marketer only to convince consumers that its brand is the superior solution.
Which of the following is NOT an online shopper segment? Question options: Upscale Clicks and Bricks Adventurous Explorers Status Strivers Just the Essentials All of the above are online shopper segments.
Adventurous Explorers
Which of the following CARU principles addresses the impact of commercial messages on children's values and their health and safety? Question options: Although there are many influences that affect a child's personal and social development, it remains the prime responsibility of the parents to provide guidance for children. Advertisers should contribute to this parent-child relationship in a constructive manner. Advertisers are encouraged to capitalize on the potential of advertising to serve an educational role and influence positive personal qualities and behaviors in children. Advertisers should avoid social stereotyping and appeals to prejudice and are encouraged to incorporate minority and other groups in ads and to present positive role models whenever possible. Products and content which are inappropriate for children should not be advertised or promoted directly to them. All of the above address the impact of messages on children's values and their health and safety.
All of the above address the impact of messages on children's values and their health and safety.
Which condition is appropriate to attempt to influence generic problem recognition? Question options: It is early in the product life cycle. The firm has a high percentage of the market. External search after problem recognition is apt to be limited. It is an industry-wide cooperative effort. All of the above are appropriate to attempt to influence generic problem recognition.
All of the above are appropriate to attempt to influence generic problem recognition.
Different functional areas of an organization often do all of the following EXCEPT _____. Question options: play different roles in the purchase process utilize different information sources use different evaluative criteria assign different weights to evaluative criteria All of the above are done by different functional areas.
All of the above are done by different functional areas.
The "service" dimension of store image includes all of the following EXCEPT _____. Question options: easy returns sales personnel delivery credit All of the above are included.
All of the above are included.
Which of these provisions is NOT included in The Rule under COPPA? Question options: privacy policy parental notice parental consent confidentiality All of the above are included.
All of the above are included.
Which of the following is NOT a possible outcome once a consumer is satisfied? Question options: committed customer discontinued use repeat purchases increased use All of the above are possible outcomes.
All of the above are possible outcomes.
Which of the following is NOT a reason consumers give for why they don't like shopping in stores? Question options: don't like shopping dealing with crowds poorly informed salespeople parking and traffic All of the above are reasons consumers don't like shopping in stores.
All of the above are reasons consumers don't like shopping in stores.
Which of the following is NOT a situation in which consumer behavior occurs? Question options: communications situation purchase situation usage situation disposition situation All of the above are situations in which consumer behavior occurs.
All of the above are situations in which consumer behavior occurs.
Which of the following is a step in the approach for developing situation-based marketing strategies that was given in the textbook? Question options: Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product. Survey a large sample of consumers to better understand and quantify how the product is used and the benefits sought in the usage situation by the market segment. Construct a person-situation segmentation matrix. Evaluate each cell in terms of potential. All of the above are steps for developing situation-based marketing strategies.
All of the above are steps for developing situation-based marketing strategies.
Which of the following is a way that gifts communicate symbolic meaning? Question options: In many cases, price can be known and can be interpreted as a measure of the esteem the giver has for the receiver. The image and functionality of the gift implies the giver's impression of the image and personality of the receiver. It reflects on the image and thoughtfulness of the giver. It can signify the type of relationship the giver has or desires with the receiver. All of the above ways communicate the symbolic meaning of a gift.
All of the above ways communicate the symbolic meaning of a gift.
Which of the following is a segment of consumers indifferent to shopping? Question options: Apathetic Shoppers Shopping Lovers Adventurous Explorers Shopping Avoiders Fun Seekers
Apathetic Shoppers
Which situation tends to increase perceived risk? Question options: financial cost multiple item purchases gift giving B and C all of the above
B and C
Which online environment option is a growing source of potential consumer feedback and input? Question options: surveys blogs Facebook Twitter B, C, and D
B, C, and D
Which of the following sources is rated as the most important information source for purchasers and purchase influencers within organizations? Question options: online database services B2B magazines salespeople television business networks general business press
B2B magazines
The segment of mobile phone users who are older and not into mobility or technology is known as _____. Question options: Mobirati Mobile Professionals Social Connectors Pragmatic Adopters Basic Planners
Basic Planners
_____ involves tracking consumer click patterns on a website and using that information to decide on banner ad placement. Question options: Click-through targeting Search engine optimization Bot software Behavioral targeting Spam
Behavioral targeting
Which of the following is a reason for the significant role of salespeople in industrial markets? Question options: It is the least expensive form of communication for the selling organization. Business buyers prefer to do business with firms they know, like, and trust, and sales personnel are the most common representative of the selling organization. Advertising has been shown to not have any positive impact on awareness and sales. Business buyers usually are not allowed to purchase without the assistance of a sales representative. None of the above is a reason.
Business buyers prefer to do business with firms they know, like, and trust, and sales personnel are the most common representative of the selling organization.
Which of the following shelf-based point-of-purchase materials provide the maximum lift in sales? Question options: coupon dispensers retail price promo signs shelf talker, dangler, etc. inflatable (mobile) C and D
C and D
Margaret wants to complain about an advertisement targeting children that she saw on a program her children were watching. Which self-regulatory organization should she contact? Question options: Children's Advertising Review Unit (CARU) National Advertising Review Board (NARB) National Children's Advertising Division (NCAD) National Children's Advertising Review Board (NCARB) Federal Trade Commission (FTC)
Children's Advertising Review Unit (CARU)
Rita has noticed when she goes to children-oriented websites with her daughter that there are clear and prominent links to privacy policies and that whenever an attempt to request information appeared, it required her consent. These things that Rita has noticed are the result of which law? Question options: Telephone Consumer Protection Act Children's Online Privacy Protection Act Federal Do Not Call Registry Children's Internet Protection Act Children's Internet Act
Children's Online Privacy Protection Act
Given the following importance weights Price = 50, Quality = 40, and Ease of Use = 10, which of the following computers would be chosen using a compensatory decision rule? Picture Question options: Dell a tie between Compaq and Dell NEC Compaq a tie between NEC and Dell
Compaq
Given attribute cutoffs of Price = 5, Quality = 5, and Weight = 4, which of the following would be chosen using the disjunctive decision rule? Picture Question options: NEC Compaq Dell Compaq and Dell would be considered further. Compaq and NEC would be considered further.
Compaq and NEC would be considered further.
Which of the following statements is FALSE regarding consumer decisions and the consumer decision process? Question options: The decision process model provides useful insight into all types of consumer purchases. Consumer decisions are frequently the result of a single problem. Consumer decisions are rational and functional; otherwise they do not involve decisions per se. Some consumer decisions result from the convergence of several problems. Once the decision process begins, it may evolve and become more complex with multiple goals.
Consumer decisions are rational and functional; otherwise they do not involve decisions per se.
What has research revealed regarding consumers' variety-seeking behavior? Question options: Once a consumer tries another brand, there is a high probably that he or she will not return to the previous brand. Consumers usually switch to options within the same brand. Consumers are unwilling to switch to options within the brand. Consumers are more likely to become bored on sensory attributes such as taste. Consumers are more likely to become bored with non-sensory attributes such as brand name.
Consumers are more likely to become bored on sensory attributes such as taste.
Susan picked up a package of potato chips and noticed on the front of the package the words, "0 grams of trans fat." She looked at the nutrition label and noticed that listed beneath the number of total grams of fat was the number of grams of trans fat, which was zero in this case. The trans fat information appearing on the nutritional label is a result of the new label rule enacted by the ______. Question options: NAD FTC NLEA OPPA FDA
FDA
Conor is 15 years old. Which of the following statements is TRUE regarding him and other children his age? Question options: He most likely still lacks the ability to fully process and understand information, including marketing messages. Most marketing programs aimed at him deliberately attempt to exploit him. He most likely has the ability to fully process and understand information, including marketing messages. While he has the ability to process information, he does not yet have the ability to understand the information. Most regulation regarding marketing to children includes him.
He most likely has the ability to fully process and understand information, including marketing messages.
Which of the following is NOT a major issue marketers must deal with concerning the Internet's role in information search and decision making? Question options: How can they get more consumers to use the Internet instead of seeking information from salespeople? How can they drive their information to consumers? How can they drive consumers to their information? How (if at all) can online selling be utilized or integrated with existing channels? All of the above are major issues marketers must deal with.
How can they get more consumers to use the Internet instead of seeking information from salespeople?
While government and businesses want consumers to have full disclosure, which of the following might result for consumers? Question options: Information overload could occur. There might be increased time to make a decision. There may be an inability to make a decision. All purchases become high-involvement situations. Inferior choices will be made.
Information overload could occur.
Which of the following statements is TRUE regarding the Children's Online Privacy Protection Act (COPPA)? Question options: It does not apply to nonprofits. Information cannot be collected from children, used, or disclosed unless the website operator has obtained verifiable parental consent after the information has been collected. The COPPA rules don't appear to be working. It authorizes CARU to develop specific rules to implement the provisions of the act. All of the above are true.
It does not apply to nonprofits.
Jessica and Marty know how to shop online, but they prefer to go to the mall where they meet their friends for coffee in the food court. Jessica and Marty represent which online shopper segment? Question options: Mall Maniacs Virtual Shoppers Status Strivers Shopping Lovers Mall Rats
Mall Maniacs
Which online shopping segment found by Experian is less likely than average to have bought online in the past 12 months and enjoys shopping? Question options: Mall Maniacs Virtual Shoppers Status Strivers Shopping Lovers Mall Rats
Mall Maniacs
Which of the following statements is FALSE regarding appropriate alternatives? Question options: An evoked set is those brands or products one will evaluate for the solution of a particular consumer problem. The brand found completely unworthy of further consideration is a member of the inept set. Marketing strategy that focuses only on creating awareness is adequate. Brands for which a consumer is aware of but basically indifferent toward compose that consumer's inert set. Alternatives the consumer does not know about compose the unawareness set.
Marketing strategy that focuses only on creating awareness is adequate
Which of the following is the American advertising industry's primary self-regulatory body? Question options: Federal Trade Commission National Advertising Division of the Council of Better Business Bureaus Food and Drug Administration Congress media
National Advertising Division of the Council of Better Business Bureaus
_____ relates to the collection and use of information from websites. Question options: Online privacy Online security Online research Online commerce Online marketing
Online privacy
Which of the following statements is FALSE regarding problem recognition? Question options: Problem recognition is the first stage in the consumer decision process. Only when the desired state is greater than the actual state will a problem exist. Problem recognition is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision process. Without recognition of a problem, there is no need for a decision. All of the above are true regarding problem recognition.
Only when the desired state is greater than the actual state will a problem exist.
Greg is a carpenter and his wife, Marsha, is a second-grade teacher. They use their computer to keep in touch with their children and rarely shop online. In which online shopping segment do they belong? Question options: Virtual Shoppers Status Strivers Just the Essentials Original Traditionalists Shopping Lovers
Original Traditionalists
Which online shopping segment found by Experian is the highest catalog shopper? Question options: Virtual Shoppers Status Strivers Just the Essentials Original Traditionalists Shopping Lovers
Original Traditionalists
One basis for the concern over marketing to children is based on _____. Question options: attribution theory Piaget's stages of cognitive development the multiattribute model of cognitive development dissonance theory mental development theory
Piaget's stages of cognitive development
_____ refers to the fact that repeat and particularly committed customers tend to buy the brand consistently rather than waiting for a sale or continually negotiating price. Question options: Acquisition cost Referral Price premium Price indifferent Price insensitive
Price premium
_____ refers to the flow of purchase influence within an industry. Question options: User reference groups Reference group infrastructure Diffusion of innovations Two-stage decision process Buying centers
Reference group infrastructure
Which of the following statements is FALSE regarding marketing practices? Question options: Marketing practices are sometimes controversial. Regulating marketing activities requires a higher level of understanding of consumer behavior than does managing marketing programs. There are many issues where the appropriate ethical action for marketers is not clear-cut. Society has declared that some marketing actions are clearly inappropriate. There are laws and regulations that prohibit or require specific marketing actions.
Regulating marketing activities requires a higher level of understanding of consumer behavior than does managing marketing programs.
Which of the following is true regarding postpurchase dissonance? Question options: All consumer purchase decisions are followed by postpurchase dissonance of some sort. The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. The individual's tendency to experience anxiety is not related to postpurchase dissonance. The easier it is to alter the decision, the more likely postpurchase dissonance will be. Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.
The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance.
Which of the following is NOT an information-processing-related guideline of the CARU? Question options: Claims should not unduly exploit a child's imagination. Ads should demonstrate the performance and use of the product in a way that can be duplicated by the child for whom the product is intended. Representation of food products should be made so as to encourage sound use of the product with a view toward healthy development of the child and development of good nutritional practices. Program personalities, live or animated, should not be used to sell products, premiums, or services in or adjacent to programs primarily directed to children under 12 years of age in which the same personality or character appears. All disclosures and disclaimers material to children should be understandable to the children in the intended audience and account for their limited vocabulary and language skills.
Representation of food products should be made so as to encourage sound use of the product with a view toward healthy development of the child and development of good nutritional practices.
Which of the following statements is FALSE regarding Internet retailing? Question options: The Internet is a major influence on in-store sales. Annual growth in online sales remains steady at 12 percent. Research has shown that consumers shop online for reasons different from those for shopping from catalogs. Catalogs and the Internet appear to work in a complementary fashion. Online sales are only about 15 percent of retail sales.
Research has shown that consumers shop online for reasons different from those for shopping from catalogs.
Which of the following is NOT a research finding regarding the Internet as an information source? Question options: Online information is expected. Online information boosts offline sales. Online sources are viewed as valuable. Online sources reduce a salesperson's role. Roughly 30 percent of American adults use a search engine to research a product/service before buying it online.
Roughly 30 percent of American adults use a search engine to research a product/service before buying it online.
Which of the following statements is FALSE regarding information search? Question options: The amount of search depends on purchase involvement. Searching for information is free. Information search involves mental as well as physical activities that consumers must perform. The initial search generally produces a set of guides or decision restraints. Search has benefits such as finding a lower price or getter higher quality.
Searching for information is free.
Given the following information, which of the following compact disc players would be chosen using the elimination-by-aspects decision rule? Picture Question options: Sony Sanyo Pioneer Sony and Pioneer would be considered further. none of the above
Sony and Pioneer would be considered further.
Kim did much of her Christmas shopping on the Internet last year. She enjoys buying online and does so frequently. She also likes going to the mall so she can see and try on the latest fashions. Kim represents which online shopper segment? Question options: Virtual Shoppers Status Strivers Mall Maniacs Fun Seekers Mall Rats
Status Strivers
Which online shopping segment found by Experian is younger, heavily female, and sees shopping as fun? Question options: Virtual Shoppers Status Strivers Mall Maniacs Fun Seekers Mall Rats
Status Strivers
Which of the following is FALSE regarding the way in which disposition decisions can affect a firm's marketing strategy? Question options: For most durable goods, consumers are reluctant to purchase a new item until they have "gotten their money's worth" from the old one. Disposition sometimes must occur before acquisition of a replacement because of space or financial limitations. Frequent decisions by consumer to sell, trade, or give away used products results in a large used-product market that can reduce the market for new products. The United States is a completely throwaway society, and consumers are willing to purchase new products without concern for waste. Environmentally sound disposition decisions benefit society as a whole and thus the firms that are part of that society.
The United States is a completely throwaway society, and consumers are willing to purchase new products without concern for waste.
Which of the following statements is FALSE regarding corrective advertising? Question options: Firms injured by false claims of competitors can request it as a remedy from the FTC. The FTC believes it to be a useful tool in protecting the public. It is run by a firm to cause consumers to unlearn inaccurate information they acquired as a result of the firm's earlier advertising. A court ruling has challenged the conditions under which the FTC can require it. The effectiveness of corrective advertising has not been debated.
The effectiveness of corrective advertising has not been debated.
Which of the following is NOT an appropriate condition to attempt to influence generic problem recognition? Question options: It is early in the product life cycle. The firm has a small percentage of the market. External search after problem recognition is apt to be limited. It is an industry-wide cooperative effort. All of the above are appropriate conditions to attempt to influence generic problem recognition.
The firm has a small percentage of the market.
Procter & Gamble is the manufacturer of Pampers diapers. At one time, the price of a typical package of diapers was relatively high (i.e., more than $12 a package). Due to the threat of store brands stealing market share because of their lower price, P&G decided to lower the price for Pampers. While most consumers noticed the price reduction because P&G promoted that fact, what most of them did not notice was that the number of diapers per package also decreased. However, the reduction was only one or two diapers per package. Which of the following best explains why consumers did not notice the reduction in the quantity? Question options: Number of diapers per package was not important to consumers. The reduction in the quantity did not reach the level of a just noticeable difference. Price is more important than quantity to consumers. Consumers are price conscious for this product category. Consumers are brand loyal.
The reduction in the quantity did not reach the level of a just noticeable difference.
Marketers have learned which of the following with respect to segmenting business customers? Question options: The segment of small and moderate-sized businesses has a lot of potential. The segment of small and moderate-sized businesses has limited potential. The segment of large businesses is the most attractive. The segment of large businesses is the least attractive. Tapping the potential of the small and moderate-sized business segment does not require adapting the marketing strategy from that used to target larger businesses.
The segment of small and moderate-sized businesses has a lot of potential.
Which of the following is FALSE regarding committed customers? Question options: They are unlikely to consider additional information when making a purchase. They are resistant to competitors' marketing efforts. They are less likely to forgive an occasional product or service failure. They are likely to be a source of positive word-of-mouth. They are more profitable to the firm than mere repeat purchasers.
They are less likely to forgive an occasional product or service failure.
Which of the following is a description of the shopping orientation known as Enthusiastic Shoppers? Question options: Their shopping styles are situation-specific or constantly changing. They look for the best deals at the lowest prices. They shop to get what they want in the least amount of time. They enjoy the recreational and social aspects of shopping. They have no particular shopping motive.
They enjoy the recreational and social aspects of shopping.
Which of the following is FALSE regarding shopping cart abandonment? Question options: Roughly 70 percent of all shopping carts consumers start are abandoned before purchase. Those who abandon carts cannot be reengaged. Even with targeted e-mail campaigns, 90 percent of abandoned carts will stay that way. Marketers see opportunities to turn abandoned carts into sales. A and C
Those who abandon carts cannot be reengaged.
Which of the following is the FIRST step in the approach for developing situation-based marketing strategies? Question options: Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product. Survey a large sample of consumers to better understand and quantify how the product is used and the benefits sought in the usage situation by the market segment. Construct a person-situation segmentation matrix. Evaluate each cell in terms of potential. Develop and implement a marketing strategy for cells that offers sufficient profit potential given your capabilities.
Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product.
Which of the following statements regarding culture and government is TRUE? Question options: Variations in values and behaviors across cultures affect organizations as well as individuals. In Europe, bribery and similar approaches for making sales are acceptable. In the United States, there is a close working relationship between businesses and government. Worker welfare is more important than corporate profit in most U.S. companies. Plant closure laws, layoff regulations, and worker benefits tend to be much higher in the United States than in European countries.
Variations in values and behaviors across cultures affect organizations as well as individuals.
Hank is seen by others as the go-to if they have questions related to finding good deals on the Internet. He likes to shop online because, to him, it's more fun than going to a store. To which online shopping segment does Hank belong? Question options: Virtual Shoppers Status Strivers Mall Maniacs Fun Seekers Mall Rats
Virtual Shoppers
Which online shopping segment found by Experian is 10 percent more likely on average to have shopped online in the past 12 months looking for good deals? Question options: Virtual Shoppers Status Strivers Mall Maniacs Fun Seekers Mall Rats
Virtual Shoppers
Cathy was babysitting her two nieces on a Saturday morning, and they were watching cartoons together. She noticed that every time a commercial pod came on, there was a little jingle telling the kids that "after these messages, we'll be right back." This is an example of _____. Question options: a discriminator a warning a separator a primer corrective advertising
a separator
The purchase decision and consumption process always occur in the context of _____. Question options: others a specific situation marketing communications an extended decision-making process a social surrounding
a specific situation
Expenses associated with advertising, establishing a new account, and mailing catalogs are examples of _____. Question options: churn opportunity costs switching costs contribution costs acquisition costs
acquisition costs
Many elderly consumers have problems with arthritis. This painful condition makes it almost impossible for them to open jars or medicine containers because the joints in their fingers are so stiff. Which type of consumer problem is this? Question options: latent manifest active inactive blatant
active
Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events? Question options: latent manifest active inactive blatant
active
What are the types of consumer problems? Question options: latent and manifest primary and secondary low involvement and high involvement active and inactive actual and perceived
active and inactive
Kim was participating in a group discussion centered on the participants' problems encountered while taking care of their hair. Which approach to problem identification is this? Question options: activity analysis product analysis problem analysis human factors research emotion research
activity analysis
Which approach to problem identification focuses on a particular activity such as lawn maintenance? Question options: activity analysis product analysis problem analysis human factors research emotion research
activity analysis
A(n) _____ is the way an individual perceives his or her feelings and situation to be at the present time. Question options: current state actual state desired state self-concept self-assessment
actual state
Bessie is at the grocery store and is trying to remember some of the things she needs to buy. She is in the cleaning products aisle looking at the floor cleaning products. She's pretty sure she has another bottle left at home, so she doesn't purchase another. Bessie's perception of her current situation regarding this product reflects her ____. Question options: current state desired state actual state self-concept self-assessment
actual state
Channel One is an example of _____. Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
ads in classrooms
Customized games that are placed on a company's website and prominently feature or integrate the company's brands and products as part of the game itself are known as _____. Question options: brand games adver-games promo-games interactive games convergent games
adver-games
Amy is shopping for a dress to wear to a formal dance. She tried on several dresses, not even noticing the price of each. After about two hours of this, she tried one on and exclaimed, "This is it!" That particular dress was the one that she thought made her look fabulous, so she bought it. Which type of choice did Amy use to select this dress? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
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? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
affective choice
Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying, "We're so glad she married Mr. Darcy!" This movie provided them with _____. Question options: affective performance direct performance instrumental performance symbolic performance consummatory performance
affective performance
The emotional response that owning or using the product or outlet provides is known as _____. Question options: affective performance direct performance instrumental performance symbolic performance consummatory performance
affective performance
Which demographic factors still have the most influence on U.S. adult Internet usage? Question options: gender, ethnicity, age age, income, education age, ethnicity, gender income, gender, generations education, generations, gender
age, income, education
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? Question options: 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 all of the above
all of the above
A store's atmosphere can influence which of the following? Question options: consumers' judgments of the quality of the store store's image shoppers' moods shoppers' willingness to visit and linger all of the above
all of the above
Before a marketing manager or a public policy decision maker can develop a sound strategy to affect consumer decisions, he or she must determine all EXCEPT which of the following? Question options: which evaluative criteria are used by the consumer how the consumer perceives the various alternatives on each criterion the relative importance of each criterion all of the above none of the above
all of the above
Customer complaints communicated directly to the company and no one else are important because _____. Question options: they can alert the firm to problems enable problems to be solve neutralize negative WOM enable dissatisfied customers to be more satisfied all of the above
all of the above
Financial cost, time cost, and effort cost are examples of _____. Question options: economic risk social risk physical risk actual risk all of the above
all of the above
Matt is currently undergoing sales training and is trying to understand the external influences on organizational buyer behavior. Which of the following is an external influence? Question options: firmographics culture government marketing activities all of the above
all of the above
Members of the decision-making unit play which of the following roles? Question options: information gatherer key influencer decision maker purchaser all of the above
all of the above
Omni-channel shoppers _____. Question options: rely on mobile and mobile shopping apps belong to Gen Y belong to Gen X A and B all of the above
all of the above
Organizational objectives can be categorized as _____. Question options: commercial governmental nonprofit cooperative all of the above
all of the above
The FTC has recently put forth a new Privacy Protection Framework that includes _____. Question options: incorporating consumer privacy throughout the organization simplifying consumer choice increasing transparency of data practices A and C all of the above
all of the above
The food industry has responded to concerns regarding children's health by Question options: providing healthier meal options for kids. removing diet sodas and replacing them with diet and other healthier drinks on menus. committing to advertising healthy dietary choices to children under 12. A and B all of the above
all of the above
The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? Question options: 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 all of the above
all of the above
The regulation of marketing activities aimed at children focuses primarily on which of the following? Question options: product safety advertising promotion privacy protection all of the above
all of the above
Which of the following affects consumers' retail outlet selection? Question options: outlet image retailer brands retail advertising outlet location and size all of the above
all of the above
Which of the following can influence an organization's decision to buy or not buy a given product, or to buy or not buy from a given supplier? Question options: trade associations financial analysts dealer organizations business press all of the above
all of the above
Which of the following factors influences the expected benefits and perceived costs of search? Question options: market characteristics product characteristics consumer characteristics situation characteristics all of the above
all of the above
Which of the following influences organizational culture and thus, organizational buyer behavior? Question options: culture marketing activities organizational values motives all of the above
all of the above
Which of the following is a classification of commercialization of schools? Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs all of the above
all of the above
Which of the following is a concern marketing managers have related to problem recognition? Question options: discovering consumer problems developing the marketing mix to solve consumer problems helping consumers recognize problems suppressing problem recognition among consumers all of the above
all of the above
Which of the following is a decision rule used by consumers? Question options: conjunctive disjunctive lexicographic compensatory all of the above
all of the above
Which of the following is a key element of relationship marketing? Question options: customizing the relationship to the individual customer pricing in a manner to encourage loyalty augmenting the core service or product with extra benefits marketing to employees so that they will perform well for customers all of the above
all of the above
Which of the following is a marketing activity targeted at children that is considered controversial? Question options: violent entertainment products kids' clubs mobile marketing commercialization in schools all of the above
all of the above
Which of the following is a noncompensatory decision rule? Question options: conjunctive disjunctive lexicographic elimination-by-aspects all of the above
all of the above
Which of the following is a nonmarketing factor affecting problem recognition? Question options: social status previous decisions motives situation all of the above
all of the above
Which of the following is a primary source of information available to consumers? Question options: memory personal sources independent sources marketing sources all of the above
all of the above
Which of the following is a situation in which consumer behavior occurs? Question options: communications situation purchase situation usage situation disposition situation all of the above
all of the above
Which of the following is a stage in the organizational decision process? Question options: problem recognition information search alternative evaluation outlet selection and purchase all of the above
all of the above
Which of the following is a variable that influences brand decisions inside a retail outlet? Question options: point-of-purchase materials price reductions outlet atmosphere stockout situations all of the above
all of the above
Which of the following is an alternative once a consumer has decided to get rid of a product? Question options: sell it give it away loan it to someone throw it away all of the above
all of the above
Which of the following is an approach to problem identification? Question options: activity and product analysis human factors research problem analysis emotion research all of the above
all of the above
Which of the following is often used as a surrogate indicator of quality? Question options: price advertising intensity warranties country of origin all of the above
all of the above
Bobbie bought a Dell computer because her brother has one, and he seems to be satisfied with it. She did not compare any other computers when making this choice. Which type of choice process did Bobbie use? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
attitude-based choice
Which type of consumer choice process involves the use of general attitudes, summary impressions, intuitions, or heuristics, as well as no attribute-by-attribute comparisons being made at the time of choice? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
attitude-based choice
Joseph is considering the purchase of a computer, and he is comparing brands on the basis of price, memory, speed, and reliability. He mentally ranks each alternative on these attributes and makes a selection based on these rankings. Joseph is using which type of choice process? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
attribute-based choice
Which type of consumer choice process requires the knowledge of specific attributes at the time the choice is made and involves attribute-by-attribute comparisons across brands? Question options: affective choice attitude-based choice rational choice attribute-based choice instrumental choice
attribute-based choice
All of the brands that a consumer thinks of as potential solutions are known as the _____. Question options: awareness set evaluative criteria alternative set preferred set consideration set
awareness set
Karl and his wife are considering putting a built-in pool in their backyard. They were discussing who they could get to do it for them, and they realized they knew of five pool contractors in their city. These five pool contractors that they thought of as potential contractors for them represent their _____. Question options: awareness set evaluative criteria alternative set preferred set consideration set
awareness set
James is giving his cousin, Conor, a new video game for his birthday. Which of the following is the most likely reason James is giving this gift? Question options: because he is required to do so because it is a ritualized consumption experience to elicit return favors as a return favor because he hopes the receiver will share the gift
because he is required to do so
Ben is interested in golf, so he visits several golf-related websites, such as the USGA and the PGA. Unbeknownst to him, his surfing behavior is being tracked, and it's no accident that he receives several banner ads for golf products and destinations. This is called _____. Question options: market segmentation search engine optimization spam blogging behavioral targeting
behavioral targeting
The famous Pepsi challenge had consumers taste two brands of cola without letting them know the brand name of either. Which type of test is this? Question options: surrogate tests generic tests blind tests primary tests perceptual tests
blind tests
Which type of test enables the marketer to evaluate the functional characteristics of the product and to determine if an advantage over a particular competitor has been obtained without the contaminating, or halo, effects of the brand name or the firm's reputation? Question options: surrogate tests generic tests blind tests primary tests perceptual tests
blind tests
Which type of test is one in which the consumer is not aware of the product's brand name? Question options: surrogate tests generic tests blind tests primary tests perceptual tests
blind tests
Services that aid consumers in their search and decision making on the Internet are known as _____. Question options: bots worms viruses seekers minimizers
bots
A limited capacity for processing information is known as _____. Question options: working memory bounded memory bounded rationality bounded processing finite processing
bounded rationality
The fact that consumers have limited capacity for processing information is referred to as _____. Question options: bounded rationality instrumental capacity cognitive capacity cognitive dissonance all of the above
bounded rationality
For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer? Question options: auto services branch banks insurance brokerage industrial laundry credit insurance
branch banks
A new brand of peanut butter cookies includes Hershey's Kisses chocolates on top. Which of the following is this new brand using in an attempt to gain from the quality associated with Hershey's chocolate? Question options: blind test brand alliance two-sided message conjoint alliance conjunctive alliance
brand alliance
Brad was out of soft drinks in his dorm room, so he went to the store and purchased Coke. This is the brand he always buys, and he would not even consider purchasing another brand. Which type of nominal decision does this illustrate? Question options: routine decision repeat purchase decision primary decision brand loyal decision low visibility decision
brand loyal decision
Which type of nominal decision is characterized by a fairly high degree of product involvement but a low degree of purchase involvement? Question options: routine decision inexpensive decision primary decision brand loyal decision low visibility decision
brand loyal decision
Nominal decisions can be broken into which two distinct categories? Question options: brand loyal decisions and repeat purchase decisions primary decisions and secondary decisions high involvement decisions and low involvement decisions expensive decisions and inexpensive decisions first purchase decisions and repeat purchase decisions
brand loyal decisions and repeat purchase decisions
Consumers who exhibit a positively biased behavior toward a specific brand are exhibiting _____. Question options: brand loyalty brand leverage brand image brand equity brand bias
brand loyalty
Joyce will only drink Pepsi, and she feels an emotional attachment to it. That is the brand she was brought up on and is the one she continues to drink every day. Joyce is exhibiting _____. Question options: brand loyalty brand leverage brand image brand equity brand bias
brand loyalty
Which of the following is an infrastructure reference group? Question options: business press followers early adopters lead firms government regulators
business press
Decision-making units often function as _____ when they consist of individuals from various areas of the firm, such as accounting, engineering, manufacturing, and marketing, who meet specifically to make a purchase decision. Question options: buying centers purchasing agents consultants intermediaries opinion leaders
buying centers
The term used for percentage of people who click through a banner ad to the corporate website is known as the _____. Question options: response rate turnover rate click-through rate rating hits
click-through rate
Which of the following are components of the physical environment? Question options: colors, aromas, music, and crowding normal and expanded usage utilitarian and hedonic product characteristics moods and momentary conditions internal and external influences
colors, aromas, music, and crowding
General Electric commits millions of dollars a year to research and development to develop new products. How would this be classified with respect to general organizational objectives and the nature of the organizational activity? Question options: commercial objective, routine activity commercial objective, complex activity commercial objective, technical activity cooperative objective, technical activity nonprofit objective, complex activity
commercial objective, technical activity
Which of the following means that the consumer is enthusiastic about a particular brand and is somewhat immune to actions by competitors? Question options: satisfaction commitment market maven brand leverage brand fanatic
commitment
George has used the same company for his car and home insurance for more than 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(n) _____. Question options: repeat purchaser satisfied buyer total buyer committed customer affective customer
committed customer
Pamela likes to sew because it relaxes her. To her, it's like therapy. For Pamela, sewing represents which type of motive? Question options: instrumental motive affective motive cognitive motive consummatory motive personal motive
consummatory motive
Which of the following motives are most likely in affective choices? Question options: consummatory motives primary motives affective motives immediate motives instrumental motives
consummatory motives
Which type of motives underlie behaviors that are intrinsically rewarding to the individual involved? Question options: instrumental motives affective motives cognitive motives consummatory motives personal motives
consummatory motives
Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as _____. Question options: postpurchase anxiety consumption guilt consumption anxiety postpurchase dissonance consumption dissonance
consumption guilt
Rebecca is a single woman in her 40s. She sold her Honda Civic and bought an Acura CSX, which is considerably more expensive. She was going to her brother's house with her mother, and she asked her mother to drive in her car instead of Rebecca's new one. She didn't want her brother to see that she had purchased an expensive car for herself. Rebecca was experiencing _____. Question options: postpurchase anxiety consumption guilt consumption anxiety postpurchase dissonance consumption dissonance
consumption guilt
CARU and others are interested in the impact that the _____ of children's advertising has, as well as the ability of children to process advertising messages. Question options: content quantity quality tone all of the above
content
Which of the following is the major reason consumers give for shopping online? Question options: want product delivered unique merchandise price impulse convenience
convenience
Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent? Question options: core service failure service encounter failure pricing attraction by competitors ethical problems
core service failure
Which of the following factors is the MOST likely reason consumers change providers of a service? Question options: core service failure service encounter failure pricing attraction by competitors ethical problems
core service failure
Which term is often used to refer to the organizational culture of a business firm? Question options: firmographics lifestyle corporate culture corporate style internal style
corporate culture
The fourth grade class at Westview Elementary School won $10,000 for their school's music program because they entered a contest sponsored by Oscar Mayer bologna in which they sang the famous jingle for that brand (i.e., "my bologna has a first name, it's O-S-C-A-R....") and won it for their state. This is an example of _____. Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
corporate-sponsored contests and incentive programs
Marilyn is a recent college graduate teaching junior high school science. She has several courses she has to prepare, so she was very pleased when Alcoa Corporation provided her with a teaching unit on recycling. This teaching unit is an example of _____. Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
corporate-sponsored educational materials and programs
Which of the following are teaching materials provided by corporations, usually for free, that come in various forms, including posters, activity sheets, and multimedia teaching aids? Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
corporate-sponsored educational materials and programs
Advertising run by a firm to cause consumers to unlearn inaccurate information they acquired as a result of the firm's earlier advertising is called _____. Question options: controvertible advertising redundant advertising conforming advertising corrective advertising retractive advertising
corrective advertising
For years, Doan's Pills advertised that this medication is superior for relieving back pain. The FTC found this claim to be deceptive and ordered Doan's to run advertising that informed consumers of this deception in an attempt to cause consumers to unlearn the inaccurate information. What type of advertising is this known as? Question options: controvertible advertising redundant advertising conforming advertising corrective advertising retractive advertising
corrective advertising
In several ads for Listerine over a period of more than a year, the company made statements that previous ads were not true in that Listerine cannot kill the germs that cause a cold. Which type of advertising does this illustrate? Question options: controvertible advertising redundant advertising conforming advertising corrective advertising retractive advertising
corrective advertising
Every time Hannah buys a sandwich at Super Subs, she gets a stamp on a card. Once she has 10 stamps, she'll get a free sandwich. This is an example of a(n) _____. Question options: food stamp program acquisition program customer loyalty program tie-in program overlay program
customer loyalty program
Which of the following does NOT influence the evaluation of alternatives on each criterion? Question options: decision rules applied evaluative criteria importance of criteria alternatives considered All of the above influence the evaluation of alternatives on each criterion
decision rules applied
Sinclair is from accounting and is a member of a committee to purchase a new mainframe computer system for his company. Sinclair is a member of the _____. Question options: strategic business unit (SBU) decision center (DC) decision-making unit (DMU) strategic decision unit (SDU) functional decision unit (FDU)
decision-making unit (DMU)
The individuals (representing functional areas and management) within an organization who participate in making a given purchase decision make up the _____. Question options: strategic business unit (SBU) decision center (DC) decision-making unit (DMU) strategic decision unit (SDU) functional decision unit (FDU)
decision-making unit (DMU)
Hailey purchased furniture for her living room and spent quite a bit of money. After she purchased it, she started regretting that she spent so much, and she wasn't sure she liked the furniture. To make herself feel better, she told herself that the other furniture she was considering really wasn't that good and probably would not last as long as the furniture she ended up purchasing. Which of the following is Hailey using to reduce her postpurchase dissonance? Question options: increasing the desirability of the brand purchased decreasing the desirability of rejected alternatives decreasing the importance of the purchase decision reversing the purchase decision increasing the importance of the purchase decision
decreasing the desirability of rejected alternatives
To determine which criteria are used by consumers in a specific product decision, the marketing researcher can utilize which two methods of measurement? Question options: primary and secondary manifest and latent direct and indirect immediate and delayed nominal and interval
direct and indirect
"Part of a nutritious breakfast," "Each sold separately," and "Batteries not included" are examples of _____. Question options: disclaimers primers warning labels deception corrective advertising
disclaimers
Which of the following can possibly be part of the informal information search process for organizational buyers? Question options: site visits to evaluate a potential vendor laboratory test of a new product or prototype investigation of possible product specifications discussions with sales representatives All of the above are part of informal information search.
discussions with sales representatives
Which decision rule establishes a minimum level of performance for each important attribute (often a fairly high level) and says that all brands that meet or exceed the performance level for any key attribute are considered acceptable? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
disjunctive
Carl and his family purchased a new home, and the builder left half-empty paint cans in the garage. Carl doesn't know what to do with them because he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint? Question options: purchase use disposition consumption product nonuse
disposition
Decisions made by consumers regarding the _____ situation can create significant social problems as well as opportunities for marketers. Question options: disposition purchase communication expanded usage usage
disposition
Which situation involves consumers disposing of products or product packages after or before product use? Question options: communications situation purchase situation usage situation disposition situation task situation
disposition situation
Which marketing strategy is appropriate if the brand is not part of consumers' evoked sets? Question options: disrupt strategy maintenance strategy capture strategy preference strategy all of the above
disrupt strategy
Which marketing strategy is appropriate if the brand is not part of the evoked set and the target market engages in nominal decision making? Question options: capture strategy acceptance strategy maintenance strategy preference strategy disrupt strategy
disrupt strategy
A brand whose perceived performance falls below expectations generally produces _____. Question options: satisfaction dissatisfaction nonsatisfaction elation fear
dissatisfaction
Exploding demand and short product life spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____. Question options: e-waste poisonous waste hazardous waste reusable waste recyclable waste
e-waste
Miles is considering the purchase of a new car. Price is the most important criterion for him, and he will only consider those models that do not exceed $20,000. Because several models satisfy this criterion, he then considers how each alternative performs with respect to gas mileage, and he will not consider any that get less than 20 miles per gallon in the city. Which decision rule is Miles using? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
elimination-by-aspects
Clara was shopping with her friend, Jane, when they both went into a drug store. Clara needed to buy medication for hemorrhoids, but she was reluctant to do so in front of Jane. Which emotion was Clara probably experiencing in this situation? Question options: embarrassment shame fear anger disappointment
embarrassment
Which of the following is a negative emotion influenced by both the product (e.g., hearing aids, feminine hygiene products) and the situation? Question options: embarrassment shame fear anger disappointment
embarrassment
One retailer asked a group of consumers the types of emotions they experience in both positive and negative retail situations. The purpose of this research was to uncover consumer reactions to various situations so that clerks could be trained to respond appropriately. Which approach to problem recognition is this? Question options: activity analysis product analysis problem analysis human factors research emotion research
emotion research
Which approach to problem recognition examines emotions associated with certain problems? Question options: activity analysis product analysis problem analysis human factors research emotion research
emotion research
The various dimensions, features, or benefits consumers look for in response to a specific problem are called _____. Question options: alternatives choices heuristics evaluative criteria motives
evaluative criteria
The brands or products one will evaluate for the solution of a particular consumer problem are called the _____. Question options: evoked set evaluative criteria alternative set preferred set awareness set
evoked set
In the United States, a man usually gives a woman a diamond ring for her to wear on her left-hand ring finger when they become engaged to be married. However, one diamond distributor has developed the idea that women should wear diamonds on their right hands as well. Marketing communications regarding the Diamond Right Hand Ring stress the independence of women and their ability to buy a diamond for themselves. One ad claims that a diamond on a left hand says "we," while a diamond on the right hand says "me." This diamond distributor is attempting to _____. Question options: influence the competitive situation expand the usage situation reduce the disposition situation influence the social surroundings influence the temporal perspective
expand the usage situation
Arm & Hammer baking soda has been very successful promoting other uses for this product. Advertisements provide several uses other than baking, such as removing odors from carpeting, the laundry, and kitty litter boxes. Finding more uses for a product is known as a(an) _____. Question options: disposition situation purchase situation communications situation expanded usage situation alternative usage situation
expanded usage situation
Lane is test driving several models of automobiles to help him decide which one to purchase. Which source of information does this represent? Question options: memory personal sources independent sources marketing sources experiential sources
experiential sources
Eric was in the store and started looking at riding lawn mowers. He didn't come to this store for the purpose of purchasing one, but he started considering it once he was there. However, he did not purchase one on that trip. Instead he went to other stores to look at their mowers, he asked his neighbor and his brother-in-law about their mowers, and he searched the Internet before he decided on the brand to purchase. Which type of decision making did Eric undertake? Question options: automatic decision making limited decision making nominal decision making extended decision making truncated decision making
extended decision making
For which type of decision making is external information search relatively important? Question options: automatic decision making limited decision making nominal decision making extended decision making truncated decision making
extended decision making
Todd owns a discount sporting goods store, and several of the items in his store have a manufacturer's suggested retail price (MSRP) above Todd's lower price. Todd is using the MSRP as a(n) _____. Question options: base reference price external reference price perceptual reference price internal reference price disclosed reference price
external reference price
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? Question options: internal search external search primary search secondary search evoked search
external search
Which type of search can involve independent sources, personal sources, marketer-based information, and product experience? Question options: internal search external search primary search secondary search evoked search
external search
Carlos is trying to understand the organizational buyer behavior of firms in his sales territory. Which of the following is an external influence on an organization's culture that he should examine? Question options: organizational values needs desires firmographics motives
firmographics
Which of the following is NOT an internal influence on organizational buyer behavior? Question options: firmographics organizational values perception motives memory
firmographics
Employees who deal directly with consumers are known as _____. Question options: foot soldiers clerks consumer-level employees frontline employees primary employees
frontline employees
Factors such as timely delivery, order accuracy, billing accuracy, and merchandise quality are part of which dimension in online satisfaction and dissatisfaction? Question options: security and privacy fulfillment and reliability customer service website design and interaction all of the above
fulfillment and reliability
Consumers conducting a generic search in an Internet search engine use which type of terms? Question options: retailer-related terms brand-related terms general product-related terms brand-plus product-related terms price-related terms
general product-related terms
Crowding generally produces which outcome for the retail outlet and the consumer? Question options: generally positive outcomes for the retailer, but negative outcomes for the consumer generally negative outcomes for the consumer, but positive outcomes for the retailer generally positive outcomes for both generally negative outcomes for both none of the above
generally negative outcomes for both
Research has shown that most of the online search leading up to a purchase was _____. Question options: brand only generic brand-item retail price-related
generic
Campbell's soup used several advertising campaigns that stressed the benefits of soup in general. For example, one tagline used was "Soup is good food," and another was "Never underestimate the power of soup." Which type of problem recognition was Campbell's attempting to stimulate? Question options: generic problem recognition selective problem recognition active problem recognition inactive problem recognition primary problem recognition
generic problem recognition
Which problem recognition involves a discrepancy that a variety of brands within a product category can reduce? Question options: generic problem recognition selective problem recognition active problem recognition inactive problem recognition primary problem recognition
generic problem recognition
Two basic approaches to causing problem recognition are _____. Question options: generic problem recognition and selective problem recognition active problem recognition and inactive problem recognition actual problem recognition and desired problem recognition perceived problem recognition and objective problem recognition primary problem recognition and secondary problem recognition
generic problem recognition and selective problem recognition
For which stage of the product life cycle is the size of the decision-making unit likely to be neither small nor large, but medium? Question options: introduction growth maturity decline fortification
growth
In high-tech markets, who is most likely to recognize a problem or need to purchase? Question options: CEO accounting personnel purchasing manager head of a department consumer
head of a department
What is the key to success of store brands? Question options: low price low quality, but at a low price high quality at a high price high quality at a reasonable price attractive packaging
high quality at a reasonable price
Relative importance of a problem is determined by which of the following? Question options: how critical the problem is to the maintenance of the consumer's desired lifestyle how critical the problem is to others the magnitude of the discrepancy between the desired and actual states the magnitude of the discrepancy between the actual self-concept and the ideal self-concept the level of risk associated with the decision process
how critical the problem is to the maintenance of the consumer's desired lifestyle
The manager of a bank branch is concerned about the number of mistakes the tellers were making, so he started manipulating different aspects of the environment in the bank to see what effect each has on the tellers' performance. He examined factors such as the lighting, temperature, and the volume of the music playing in the bank. Which approach to problem recognition is this manager using? Question options: activity analysis product analysis problem analysis human factors research emotion research
human factors research
Which approach to problem recognition attempts to determine human capabilities in areas such as vision, strength, response time, flexibility, and fatigue and the effect on these capabilities of lighting, temperature, and sound? Question options: activity analysis product analysis problem analysis human factors research emotion research
human factors research
What are trans fats? Question options: hydrogenated oils fats found in animal fat healthy fats fats found in olive and other plant oils synthetic fats
hydrogenated oils
For which product is no disposition involved? Question options: ice cream cone laundry detergent soft drink clothing electronics
ice cream cone
Jane was looking through the Pottery Barn catalog and saw some lamps she liked. Instead of calling the toll-free number to purchase the lamps, she went to Pottery Barn's website and ordered them. This is an example of _____. Question options: alternative shopping outsourcing multi-level marketing nontraditional shopping in-home shopping
in-home shopping
The process of consumers acquiring product through mail, telephone, or computer orders is referred to as _____. Question options: outsourcing outlet shopping nontraditional shopping in-home shopping all of the above
in-home shopping
Ads in such places as school buses, scoreboards, and bulletin boards, as well as coupons and free samples, represent which of the following? Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
in-school ads
At Marci's school, there are logos for McDonald's, Coca-Cola, and Sprint around the football stadium's scoreboard. She was also given pencils that had Gap written on them and a notebook with the Nike swoosh. These are examples of _____. Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
in-school ads
Which type of consumer problem is one of which the consumer is not aware? Question options: latent manifest active inactive blatant
inactive
Government regulatory bodies _____. Question options: include the FDA and USDA have increased consumer satisfaction with counterfeit goods ensure the safety of counterfeit consumer goods require manufacturers of branded goods to reimburse consumers who find they have gotten a counterfeit version all of the above
include the FDA and USDA
Kimberly loves the ham and turkey from the Heavenly Ham store. There is only one store in her town, though, and it is pretty far away. She goes that direction on Saturdays for her daughter's music lesson, but by the time it's over and she's heading home, the store is already closed. Sometimes, she brings a cooler and stops there before her daughter's lesson, but most of the time she forgets to bring the cooler. She usually ends up buying lunch meat at the grocery deli. Which reason for changing providers does this represent? Question options: involuntary switching responses to service failures pricing inconvenience ethical problems
inconvenience
Which of the following is NOT an action a consumer may utilize to reduce dissonance? Question options: increase the desirability of the brand purchased decrease the desirability of rejected alternatives decrease the importance of the purchase decision reverse the purchase decision (return the product before use) increase the importance of alternatives that were not considered in the purchase initially
increase the importance of alternatives that were not considered in the purchase initially
Which of the following is NOT a source of increased customer profitability over time? Question options: increased sales volume lower costs referrals increased churn price premium
increased churn
Jon needed to purchase new tires for his SUV. He consulted Consumer Reports to see how the various brands were rated. Jon consulted which type of information source? Question options: memory personal sources independent sources marketing sources experiential sources
independent sources
Magazines, consumer groups, and government agencies represent which source of information? Question options: memory personal sources independent sources marketing sources experiential sources
independent sources
Which measurement technique used to assess consumers' evaluative criteria assumes consumers will not or cannot state their evaluative criteria? Question options: direct indirect primary secondary differential
indirect
Brands that are found completely unworthy of further consideration are members of the _____. Question options: evoked set inept set excluded set inert set discarded set
inept set
Darcy is considering the purchase of living room furniture. While there are several national-chain furniture stores in her city, she is not considering Haverty's because she's purchased furniture from this store before and has been dissatisfied. For Darcy, this furniture retailer is included in her _____. Question options: evoked set consideration set inept set excluded set inert set
inept set
Brands for which a consumer is aware but basically indifferent toward compose his or her _____. Question options: evoked set consideration set inept set excluded set inert set
inert set
Elaine is considering the purchase of a computer and is aware that Toshiba and HP are brands in this product category. However, she is basically indifferent toward them. These two brands represent Elaine's _____. Question options: evoked set consideration set inept set excluded set inert set
inert set
How does music influence consumer behavior? Question options: subliminally reduces consumers' perception of overcrowding changes temporal perspective influences mood changes cognitive structures
influences mood
Shawn tries to obtain information that might assist his company whenever he talks with sales representatives, attends trade shows, or when he reads the journals related to his industry. Shawn is conducting a(n) _____. Question options: formal information search informal information search direct information search indirect information search secondary information search
informal information search
Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance? Question options: affective direct instrumental symbolic consummatory
instrumental
Which dimension of product performance relates to the physical functioning of the product? Question options: affective direct instrumental attributional consummatory
instrumental
What are the two dimensions of performance for products? Question options: instrumental and symbolic latent and manifest immediate and delayed direct and indirect consummatory and instrumental
instrumental and symbolic
Hannah asked her mother to buy her a certain brand of athletic shoes because that's what all the other kids are wearing at school. For Hannah, which type of motive is most likely underlying her request for that specific brand? Question options: instrumental motive affective motive cognitive motive consummatory motive personal motive
instrumental motive
Which type of motives activates behaviors designed to achieve a second goal? Question options: instrumental motives affective motives cognitive motives consummatory motives personal motives
instrumental motives
Samantha is purchasing a new car. She knows she should compare alternatives on the basis of cost and performance features, but she can't help but consider the styling and the color. She also wants a car that will make her look "cool" and feel special when she's driving it. Styling, color, and how the car will make her feel are examples of _____ evaluative criteria. Question options: tangible intangible primary secondary consummatory
intangible
Style, taste, prestige, feelings generated, and brand image are examples of which type of evaluative criteria? Question options: tangible intangible primary secondary instrumental
intangible
If a brand is included in a consumer's evoked set, which marketing strategy is NOT appropriate? Question options: maintenance strategy intercept strategy capture strategy preference strategy All of the above are appropriate
intercept strategy
One marketer for a brand of shampoo learned through research that consumers in the target market engage in limited decision making but that this marketer's brand is not part of their evoked set. Which marketing strategy is appropriate for this company? Question options: capture strategy acceptance strategy maintenance strategy preference strategy intercept strategy
intercept strategy
If the target market engages in limited decision making and the brand is not part of their evoked set, the objective will be to _____. Question options: disrupt the existing decision patterns capture as large a share of the purchases as practical intercept the consumer during the search for information on the brands in the evoked set develop a strong position on those attributes important to the target market defend against the disruptive tactics of competitors
intercept the consumer during the search for information on the brands in the evoked set
Which of the following are types of reference prices? Question options: primary and secondary direct and indirect latent and manifest internal and external high and low
internal and external
Neil is considering the purchase of a 4-wheel ATV. He visited a distributor to look at different models, and when he looked at prices, he compared them with a price his brother told him he paid for an ATV. The price Neil retrieves from memory is known as a(n) _____. Question options: base reference price external reference price internal reference price private reference price personal reference price
internal reference price
Which type of reference price or price range does a consumer retrieve from memory to compare with a price in the market? Question options: base reference price historical reference price private reference price internal reference price repeat reference price
internal reference price
Once a problem is recognized, relevant information from long-term memory is used to determine if a satisfactory solution is known, what the characteristics of potential solutions are, what the appropriate ways to compare solutions are, and so forth. This is referred to as _____. Question options: internal search external search primary search ongoing search evoked search
internal search
Bob is an engineer. For which stage of the product life cycle is he likely to be a member of a key function influencing purchase decisions? Question options: introduction growth maturity decline fortification
introduction
For products in which stage of the product life cycle are engineering and R&D likely to be key functions influencing the purchase decision? Question options: introduction growth maturity decline fortification
introduction
Rudy is a product category manager for a major consumer packaged goods manufacturer. Part of his job requires that he analyze a given product category and logically determine where improvements could be made. Rudy has determined several consumer problems this way. Which of the following best describes how Rudy uncovers consumer problems? Question options: activity analysis intuition product analysis problem analysis qualitative research
intuition
What is the most common approach to discovering consumer problems? Question options: activity analysis intuition product analysis problem analysis qualitative research
intuition
James is 12 years old and likes to play games on the Internet, and several of these games can be found on marketers' websites that feature characters related to their brands. Some sites require that he give information such as his name and address, and his mother is very concerned about this. Which major concern regarding Internet marketing and children does this highlight? Question options: invading children's privacy exploitation of children through manipulative sales techniques inappropriate pop-up ads inappropriate site content child pornography
invading children's privacy
Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent? Question options: involuntary switching responses to service failures pricing attraction by competitors ethical problems
involuntary switching
Which of the following also includes a situation-specific component? Question options: personality self-concept involvement demographics brand image
involvement
The minimum amount that one brand can differ from another with the difference still being noticed is referred to as the ______. Question options: discriminatory difference sensory difference just noticeable difference recognition difference obvious difference
just noticeable difference
A difference between large and small organizations when making a purchase decision is _____. Question options: small organizations generally involve more individuals in the decision-making process large organizations generally involve more individuals in the decision-making process large organizations typically have less specialization small organizations typically have more specialized purchasing tools all of the above
large organizations generally involve more individuals in the decision-making process
Mike is the owner of a restaurant that also has a bar. Based on research that studied the impact of background music on restaurant patrons, what can Mike expect if he uses slow music in his establishment? Question options: faster service time customers spend less time at a table larger amount of bar purchases significantly more (i.e., 50 percent or more) spent on food purchases greater number of customer groups leaving before seated
larger amount of bar purchases
All other things being equal, consumers tend to prefer _____. Question options: external reference prices over internal reference prices dollar savings over percentage savings percentage savings over dollar savings larger retail outlets over smaller outlets smaller retail outlets over larger outlets
larger retail outlets over smaller outlets
Which of the following components represent the service dimension of a store's image? Question options: quality, selection, style, and price layaway plan, sales personnel, easy return, credit, and delivery location and parking congeniality, fun, excitement, and comfort store reputation
layaway plan, sales personnel, easy return, credit, and delivery
Microsoft is a company that has derived a great deal of success from leading change, and other computer-related companies look to Microsoft for cues as to where technology will be heading in the future. Microsoft would be classified as which type of user reference group? Question options: lead user industry leader early adopters followers supportive firm
lead user
Innovative organizations that derive a great deal of their success from leading change are referred to as _____. Question options: innovators lead users government regulators market mavens opinion leaders
lead users
Which decision rule requires the consumer to rank the criteria in order of importance, and then the consumer selects the brand that performs best on the most important attribute? Question options: conjunctive disjunctive lexicographic elimination-by-aspects compensatory
lexicographic
Marla is bored with her cell phone. She wants to purchase a new one that has cool ring tones and can take a picture. She's not going to conduct a big search for a new phone as she's just going to consider a few others. Which type of decision making is this? Question options: nominal decision making limited decision making extensive decision making extended decision making truncated decision making
limited decision making
When a consumer notices a new product in a store because of the point-of-purchase display, reads about the attributes of the product and recalls an unresolved problem that this product will solve, and then purchases the product, _____ has occurred. Question options: automatic decision making limited decision making nominal decision making extended decision making truncated decision making
limited decision making
Which type of consumer decision making includes the evaluation of only a few attributes, simple decision rules, and few alternatives? Question options: routine decision making nominal decision making extended decision making simple decision making limited decision making
limited decision making
Which type of decision making covers the middle ground between nominal and extended decision making? Question options: limited decision making partial decision making mid-range decision making modified decision making internal decision making
limited decision making
Which type of decision making involves internal and external search, few alternatives, simple decision rules on a few attributes, and little postpurchase evaluation? Question options: nominal decision making routine decision making limited decision making partial decision making extended decision making
limited decision making
Which type of decision making involves recognizing a problem for which there are several possible solutions? Question options: nominal decision making normal decision making alternate decision making modified decision making limited decision making
limited decision making
Blake doesn't much care about cars but is engaging in a substantial amount of information search about cars because he is about to buy a new car. In terms of involvement, Blake is _____. Question options: high in product involvement; low in purchase involvement high in value-expressive involvement; low in product involvement high in product involvement; high in purchase involvement low in product involvement; low in purchase involvement low in product involvement; high in purchase involvement
low in product involvement; high in purchase involvement
Susan actually knows quite a bit about some product categories that she doesn't actively seek out information concerning and doesn't even own. Which of the following is the most likely means by which she obtained this information? Question options: past searches personal experience low-involvement learning experiential sources high-involvement learning
low-involvement learning
Which information source is NOT actively acquired by consumers? Question options: past searches personal experience low-involvement learning independent groups marketer information
low-involvement learning
Which marketing strategy requires consistent attention to product quality, distribution, and a reinforcement advertising strategy because the brand is purchased habitually by the target market? Question options: capture strategy acceptance strategy maintenance strategy preference strategy disrupt strategy
maintenance strategy
Which marketing strategies are appropriate for nominal decision making? Question options: maintenance strategy and disrupt strategy capture strategy and intercept strategy preference strategy and acceptance strategy maintenance strategy and intercept strategy capture strategy and acceptance strategy
maintenance strategy and disrupt strategy
Under conditions of crowding, consumers tend do to all of the following EXCEPT _____. Question options: buy less make faster decisions make more demands on the sales personnel be less satisfied all of the above
make more demands on the sales personnel
For which type of industry are average costs per sales call the highest? Question options: manufacturing service retail wholesale distribution nonprofit
manufacturing
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? Question options: market characteristics product characteristics consumer characteristics situation characteristics technological characteristics
market characteristics
Lead users tend to accelerate diffusion of information through infrastructure, which is labeled as _____. Question options: market pull primary demand market push secondary demand leading indicator
market pull
Lead users tend to accelerate market adoption, which is labeled as _____. Question options: market pull primary demand market push secondary demand leading indicator
market push
Sales personnel, websites, and advertising represent which type of information source? Question options: memory personal sources independent sources marketing sources experiential sources
marketing sources
Stephanie and her husband are considering the purchase of a 52-inch plasma television. They have visited several manufacturers' websites, looked at the ads in the Sunday newspaper, and have spoken with salespeople at several electronics stores. Which source of information are they using? Question options: memory personal sources independent sources marketing sources experiential sources
marketing sources
For products in which stage of the product life cycle is the purchasing function of an organization likely to be the key function influencing the purchase decision? Question options: introduction growth maturity decline fortification
maturity
For which stage of the product life cycle is the decision-making unit likely to be small? Question options: introduction growth maturity decline fortification
maturity
Madeline works in purchasing for a major corporation. For purchase of products, in which stage of the product life cycle is she likely to perform a key function influencing purchase decisions? Question options: introduction growth maturity decline fortification
maturity
Karen is going to the mall to purchase new shoes. Based on her prior experience with Nine West and her positive attitude toward them, she plans on looking at the Nine West store first. Her decision to visit the Nine West store is based on which source of information? Question options: memory personal sources independent sources marketing sources experiential sources
memory
Past searches, prior personal experiences, and prior low-involvement learning are examples of which source of information? Question options: memory personal sources independent sources marketing sources experiential sources
memory
Rebecca is opening a women's shoe store. She is carefully considering the quality, selection, style, and price that she wants for her store. Which dimension of store image is she concerned with? Question options: merchandise service physical facilities store atmosphere institutional
merchandise
Which dimension of store image consists of quality, selection, style, and price components? Question options: merchandise service physical facilities store atmosphere institutional
merchandise
Selecting the optimal alternative, minimizing the decision effort, and maximizing the ease with which a decision can be justified are examples of consumer _____. Question options: metagoals rational goals evoked goals affective goals primary goals
metagoals
Which of the following is NOT a classification of commercialization of schools? Question options: in-school ads ads in classrooms corporate-sponsored educational materials and programs corporate-sponsored contests and incentive programs mobile games
mobile games
Scott participated in a promotion that allowed him to download a ringtone for his cell phone that played the Stars Wars theme song. This is an example of which type of marketing activity aimed at children that is considered controversial? Question options: violent entertainment products kids' clubs mobile marketing commercialization in schools Internet marketing
mobile marketing
Which of the following is an organizational purchase situation? Question options: nominal modified rebuy limited extended routine
modified rebuy
Clark and his family normally live paycheck to paycheck. However, this month, they found themselves with a little extra money, so they decided to go out to a nice restaurant and to a movie. This is an example of the antecedent state of _____. Question options: positive mood good luck momentary conditions optimism hedonism
momentary conditions
Which of the following reflects temporary states of being rather than temporary states of mind? Question options: moods momentary conditions task definition personality traits self-concept
momentary conditions
A market research study asked consumers to rate themselves with respect to several adjectives, such as happy, cheerful, peaceful, sad, blue, and depressed. What is this research trying to assess? Question options: noncontextual effects traits temporal effects social surroundings mood
mood
Transient feeling states that are generally not tied to a specific event or object are known as _____. Question options: noncontextual effects traits temporal effects social surroundings moods
moods
Which of the following are antecedent states? Question options: colors, aromas, music, and crowding normal and expanded usage utilitarian and hedonic moods and momentary conditions internal and external influences
moods and momentary conditions
Which of the following is an internal influence on organizational buyer behavior? Question options: motives firmographics culture reference groups all of the above
motives
Consumers who browse and/or purchase in more than one channel are known as _____. Question options: cosmopolitan multi-channel shoppers multi-taskers market mavens opinion leaders
multi-channel shoppers
The College of Business at a major university is considering the purchase of technology necessary to enable them to put their curriculum online. This decision is very important and includes a very large and evolving decision-making unit. Which type of organizational purchase situation does this represent? Question options: nominal straight rebuy modified rebuy new task limited
new task
Which type of organizational purchase situation is characterized by high purchase importance and complexity, a large and evolving decision-making unit that includes the top of the organization, a long time to decision, extensive information search and analysis techniques, and a dominant strategic focus? Question options: nominal straight rebuy modified rebuy new task limited
new task
Every winter, Laurie's skin becomes very dry and results in painful cracks in the skin on her fingers. Once this happens, Laurie remembers that Zim's Crack Cream works really well for this problem, so she stops at the store to pick some up. Which type of decision making has occurred? Question options: automatic decision making limited decision making nominal decision making extended decision making truncated decision making
nominal decision making
If, in response to a problem, a consumer recalls a single, satisfactory solution, no further information search or evaluation may occur. The consumer purchases the recalled brand and _____ has occurred. Question options: automatic decision making limited decision making nominal decision making extended decision making truncated decision making
nominal decision making
Which type of consumer decision making does NOT include alternative evaluation? Question options: routine decision making nominal decision making extended decision making simple decision making limited decision making
nominal decision making
Which type of decision making process in effect involves no decision per se? Question options: simple decision making nominal decision making extended decision making automatic decision making default decision making
nominal decision making
Piaget's theory of cognitive development holds that _____. Question options: children must be taught how to be consumers marketing stimuli play a critical role in child socialization intellectual capabilities can continue to expand throughout the lifecycle intellectual capabilities continue to expand until late middle age none of the above
none of the above
The American Red Cross participates in fund-raising activities all throughout the year. How would this be classified with respect to general organizational objectives and the nature of the organizational activity? Question options: commercial objective, routine activity governmental objective, routine activity nonprofit objective, routine activity cooperative objective, routine activity nonprofit objective, complex activity
nonprofit objective, routine activity
An outlet or brand whose performance confirms a low-performance expectation generally will result in _____. Question options: satisfaction dissatisfaction nonsatisfaction elation anger
nonsatisfaction
Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____. Question options: satisfaction dissatisfaction nonsatisfaction elation guilt
nonsatisfaction
Rod wasn't expecting much from the painters who came to his house. True to form, they did not do a good job and confirmed his low-performance expectations. Rod is most likely experiencing _____. Question options: satisfaction dissatisfaction nonsatisfaction elation anger
nonsatisfaction
Which of the following is NOT a factor affecting consumers' retail outlet selection? Question options: outlet image retailer brands retail advertising outlet location and size number of levels of distribution
number of levels of distribution
Shoppers who browse and/or purchase in more than one channel simultaneously are known as _____. Question options: channel shoppers super shoppers omni-channel shoppers mobile shoppers none of the above
omni-channel shoppers
Tasha loves to shop at Macy's. She can scan Jessica Simpson bar codes with her BlackBerry app and check prices and availability in Macy's and other stores at the same time. To which shopping segment does Tasha belong? Question options: channel shoppers super shoppers omni-channel shoppers mobile shoppers none of the above
omni-channel shoppers
Barry is always searching information about wine. He reads Wine Spectator every month, has several books related to wine, visits wine-related websites frequently, and has visited several wine regions throughout the world. While he purchases wine frequently, he does not conduct this information search for just that reason. He just enjoys learning about wine. For Barry, his search for information about wine is a(n) _____. Question options: internal search ongoing search eternal search continuous search perpetual search
ongoing search
Deliberate external search that occurs in the absence of problem recognition and is done both to acquire information for possible later use and because the process itself is pleasurable is known as _____. Question options: internal search ongoing search eternal search continuous search perpetual search
ongoing search
Which of the following barriers to online purchasing is related to consumer fears regarding how personal information about them that is gathered online might be used? Question options: lack of "touch" online privacy concerns economic costs opportunity costs dispersion concerns
online privacy concerns
Organizations have a type of self-concept and lifestyle that the text refers to as _____. Question options: organizational ethos organizational culture organizational demeanor organizations structure none of the above
organizational culture
The beliefs and attitudes an organization's members have about the organization and how it operates is known as _____. Question options: policy and procedure firmographics lifestyle organizational style organizational culture
organizational culture
Maria is a pharmaceutical sales representative who calls on hospitals. She is taking on a new territory, and she is trying to learn the internal influences on each hospital's culture. Which of the following is something that she should consider with respect to internal influences? Question options: firmographics organizational values reference groups lead users competitors' marketing activity
organizational values
The situation interacts with the marketing activity and the individual to determine behavior. Which of the following is a marketing activity? Question options: lifestyle temporal perspective package purchase task definition
package
Gail was participating in a market research study, and she was given 20 pairs of brands of shampoo and asked to indicate which pair is most similar, which is second most similar, and so forth until all pairs were ranked. Which type of indirect measurement technique used to assess Gail's evaluative criteria does this represent? Question options: perceptual mapping conjoint analysis evaluative mapping regression analysis factor analysis
perceptual mapping
Kasi is seeking the advice of her parents in her decision on which college to attend. Which source of information is Kasi using? Question options: memory personal sources independent sources marketing sources experiential sources
personal sources
Some consumers are highly susceptible to interpersonal influence, which is a _____. Question options: norm situation factor product factor personality trait cultural factor
personality trait
Wendy was describing to her friend what the American Girl store is Chicago is like. She was telling her about all the different rooms that were in the store, such as a room for each doll (e.g., Bitty Baby, Felicity, Kit, etc.), a room for furniture, a room for girl-sized clothing that matched the dolls' clothing, the tea room, and the auditorium where she saw a stage show. Which dimension of store image was Wendy describing? Question options: merchandise service physical facilities convenience institutional
physical facilities
Décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object are included in which situational characteristic? Question options: physical surroundings social surroundings temporal perspectives task definition antecedent states
physical surroundings
Melanie lives in a small city that does not have a lot of the interesting retail stores. She and her two best friends take a trip twice a year to places such as Atlanta, Dallas, and Chicago to go shopping. It's so exciting for them to go in some of the stores because they are so unique, and they have only seen them online or in catalogs. Also, several cities now have lifestyle centers or town centers that are reminiscent of downtown in bygone days. All of the factors such as décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the merchandise that Melanie and her friends make a special trip to experience comprise which situation characteristic? Question options: physical surroundings social surroundings temporal perspectives task definition antecedent states
physical surroundings
Carla continued to search for information on cars even after she purchased one. She would go over her decision in her head and pay attention to ads that featured the car she bought. She was also noticing how many other people drove her model of car, which made her feel more confident that she made a wise decision. Carla is attempting to reduce _____. Question options: consumption guilt postpurchase dissonance postpurchase shame postpurchase fear consumption anxiety
postpurchase dissonance
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 _____. Question options: postpurchase worry postpurchase guilt postpurchase dissonance postpurchase shame postpurchase fear
postpurchase dissonance
Implied meanings that consumers derive when interpreting language in a practical way are known as _____. Question options: false claims indirect claims pragmatic implications practical meanings direct claims
pragmatic implications
Extended decision making with the brand in the evoked set requires which marketing strategy? Question options: capture strategy preference strategy intercept strategy maintenance strategy disrupt strategy
preference strategy
Which marketing strategies are appropriate for extended decision making? Question options: maintenance strategy and disrupt strategy capture strategy and intercept strategy preference strategy and acceptance strategy maintenance strategy and intercept strategy capture strategy and acceptance strategy
preference strategy and acceptance strategy
A commercial firm in which one or a few individuals owns a controlling share of the firm is known as a(n) _____. Question options: public firm cooperative firm private firm open firm nontrade firm
private firm
Robert Mondavi is a well-known winery in Napa Valley, CA. It is a family-owned business and is not traded on any stock exchange. Which type of commercial firm is this known as? Question options: public firm cooperative firm private firm open firm nontrade firm
private firm
A food manufacturer asked a group of working mothers to think about the problem of serving nutritious meals to their families given their time constraints and to indicate what activities, products, or brands are associated with, or perhaps could eliminate, those problems. This manufacturer is using which approach to problem recognition? Question options: activity analysis product analysis problem analysis human factors research emotion research
problem analysis
Which approach to problem recognition starts with a problem and asks respondents to indicate which activities, products, or brands are associated with (or perhaps could eliminate) those problems? Question options: activity analysis product analysis problem analysis human factors research emotion research
problem analysis
Tess noticed that she was almost out of shampoo. Which stage of the decision process will this observation activate? Question options: problem recognition information search alternative evaluation postpurchase evaluation dissonance
problem recognition
What is the first stage of the consumer decision process? Question options: information search problem recognition alternative evaluation purchase postpurchase behavior
problem recognition
A manufacturer of a digital music player asked several consumers the problems associated with using these types of products. Several consumers said that they had trouble downloading music onto their computers and then onto their music players. Which approach to problem recognition is this marketer using? Question options: activity analysis product analysis problem analysis human factors research emotion research
product analysis
Which approach to problem recognition examines the purchase or use of a particular product or brand? Question options: activity analysis product analysis problem analysis human factors research emotion research
product analysis
Feature and quality variations across brands are referred to as _____. Question options: product positioning brand leverage product differentiation market segmentation market characteristics
product differentiation
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? Question options: consumption guilt nonconsumption guilt product nonuse counterfactual thinking prefactual thinking
product nonuse
Which of the following is a nonmarketing factor affecting consumers' actual state? Question options: social status household characteristics product/brand performance motives culture
product/brand performance
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? Question options: tangible technique intangible technique projective technique perceptual mapping conjoint analysis
projective technique
Which indirect measurement techniques used to determine consumers' evaluative criteria allow the respondent to indicate the criteria someone else might use? Question options: tangible intangible projective techniques perceptual mapping conjoint analysis
projective techniques
Which of the following are indirect measurement techniques used to determine consumers' evaluative criteria? Question options: conjoint analysis and factor analysis factor analysis and regression analysis regression analysis and perceptual mapping projective techniques and perceptual mapping projective techniques and regression analysis
projective techniques and perceptual mapping
The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is known as _____. Question options: personal involvement product involvement purchase involvement enduring involvement activated involvement
purchase involvement
Which of the following is NOT a subcategory of the awareness set? Question options: evoked set purchase set inert set inept set All of the above are subcategories of the awareness set.
purchase set
Evaluative criteria differ on all EXCEPT which of the following? Question options: type number quality importance Evaluative criteria can differ on all of the above.
quality
Magdalena and her family live in a Honduran neighborhood of Queens, New York. She is looking forward to the extravagant Egyptian-themed party her parents are giving her for her upcoming 15th birthday where she will be carried in on a platform by six of her classmates. This party will celebrate Magdalena's __________. Question options: bar mitzvah bat mitzvah Cinco de Mayo quinceañera confirmation
quinceañera
A firm that introduces a new line of non-fat snack food due to increasing consumer concern with health is _____. Question options: activating problem recognition reacting to problem recognition suppressing problem recognition triggering problem recognition none of the above
reacting to problem recognition
A closed-in feeling created by a crowded store will result in adaptive strategies that could _____. Question options: lengthen shopping time, shorten purchases, and increase the use of in-store information shorten shopping time, increase purchases, and decrease the use of in-store information reduce shopping time, reduce purchases, and alter the use of in-store information reduce shopping time, reduce purchases, and greatly increase the use of in-store information none of the above
reduce shopping time, reduce purchases, and alter the use of in-store information
All EXCEPT which of the following nonmarketing factors affect a consumer's actual state? Question options: past decisions normal depletion product/brand performance reference group availability of products
reference group
Which of the following is NOT a component of firmographics? Question options: company size reference groups company objective company location All of the above are components of firmographics.
reference groups
Which of the following is an external influence on organizational buyer behavior? Question options: organizational values motives emotions reference groups learning
reference groups
A price with which other prices are compared is known as a(n) _____. Question options: reference price comparison price base price starting price internal price
reference price
Leslie loves to shop at T.J. Maxx and feels she is saving a lot of money because the price tags usually have the manufacturer's suggested retail price (MSRP) listed and crossed off and the T.J. Maxx price below much lower. The MSRP is being used as a _____. Question options: markup base price reference price deceptive price perceptual price
reference price
When a retailer represents a price as "regularly $15.99, now $9.99," the $15.99 is called the _____. Question options: starting price base price reference price comparison price markup
reference price
Which of the following is NOT a role played by members of the decision-making unit? Question options: information gatherer key influencer regulator user purchaser
regulator
Which form of organizational buyer exchange involves multiple events, occurs over an extended period of time, and involves higher levels of loyalty? Question options: relational transactional procurement transient temporary
relational
An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____. Question options: relationship marketing internal marketing personal marketing formal marketing acquisition marketing
relationship marketing
Marketing efforts focused on a firm's current customers are generally termed _____. Question options: relationship marketing internal marketing personal marketing formal marketing acquisition marketing
relationship marketing
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 _____. Question options: relationship marketing internal marketing personal marketing formal marketing acquisition marketing
relationship marketing
Rita is doing her family's grocery shopping and purchases ice cream. She's purchased Blue Bell ice cream before and purchases it again. She's not committed to this brand; it's just that she and her family like it. Which type of nominal decision is this? Question options: inconsequential decision indifferent decision automatic decision repeat purchase decision secondary decision
repeat purchase decision
Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n) _____. Question options: trapped purchaser committed customer repeat purchaser nonsatisfied customer indifferent purchaser
repeat purchaser
The trustworthiness dimension of an online retailer's image is represented by which components? Question options: good product offers and information, value, aligned with interests fun, attractive, pleasant to browse easy to use and navigate, flexible site reputation, information safety and security fast and flexible delivery and transactions
reputation, information safety and security
Nat wants to comply with the FTC's recommendations regarding consumer-oriented commercial websites that collect personal identifying information from or about consumers. Which of the following is NOT one of the recommendations made by the FTC? Question options: provide notice to consumers that are transparent allow consumers to choose how information concerning them will be used in a simplified manner require parental consent when collecting information from children under the age of 18 offer consumers reasonable access to the information a website has collected about them privacy by design
require parental consent when collecting information from children under the age of 18
Simon was dissatisfied with the meal and service he received at a restaurant, so he complained. The manager came out and was arrogant to Simon, and Simon felt like he was trying to blame him for the bad experience he had by saying he was too picky. Simon vowed never to eat at that restaurant again. Which reason for changing providers does this represent? Question options: involuntary switching responses to service failures pricing attraction by competitors ethical problems
responses to service failures
Which of the following is the MOST important element of the communications mix in most industrial markets? Question options: advertising sales promotion sales calls public relations pricing
sales calls
Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she wants to design the physical environment of retail stores, particularly those in women's fashions. She wants to create environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do? Question options: architecture retail atmospherics art graphic design marketing
retail atmospherics
Which model is used to calculate the level of store attraction based on store size and distance from the consumer? Question options: retail multiattribute model retail attraction model retail attribution model retail geographic model retail distribution model
retail attraction model
Binge drinking among college students can be described as a(n) _____. Question options: ritual behavior socially desirable behavior task accomplishing behavior antecedent behavior value-expressive behavior
ritual behavior
A socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format and that have symbolic meaning is referred to as a _____. Question options: ritual situation momentary condition prescriptive schema holiday
ritual situation
Every year around the 4th of July, families get together and celebrate a family reunion as well as Independence Day. The Normans, one such family, does this every year, and the party is pretty much the same every year. A cookout is held at one family member's home, and games for the children are played, such as a three-legged race and an egg toss competition. The family that wins the overall competition gets to take home a hideous, but meaningful trophy for that year. This is an example of a _____. Question options: ritual situation momentary condition prescriptive schema social schema
ritual situation
Giving out candy to children on Halloween, giving chocolate and roses to sweethearts on Valentine's Day, and wearing green and drinking green beer on St. Patrick's Day are all examples of _____. Question options: ritual situations momentary conditions prescriptives schemas social surroundings
ritual situations
Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____. Question options: satisfaction dissatisfaction amazement nonsatisfaction surprise
satisfaction
When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results. Question options: satisfaction dissatisfaction nonsatisfaction elation surprise
satisfaction
Kodak markets digital cameras and is aware that consumers search for information concerning this product on the Internet using one of the several search engines (e.g., Google). To ensure that Kodak appears on the first page of results, this company pays the search engine to become a sponsored link when consumers search the key words "digital camera." This is an illustration of _____. Question options: market segmentation search engine optimization spam blogging behavioral targeting
search engine optimization
Which of the following involves techniques designed to ensure that a company's Web pages appear high on an Internet search result list? Question options: market segmentation search engine optimization spam blogging behavioral targeting
search engine optimization
An advertisement for Topol toothpaste, which is targeted at smokers and coffee and 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? Question options: generic problem recognition selective problem recognition active problem recognition inactive problem recognition primary problem recognition
selective problem recognition
Which problem recognition involves a discrepancy that only one brand can solve? Question options: generic problem recognition selective problem recognition active problem recognition inactive problem recognition primary problem recognition
selective problem recognition
Which of the following is the most widely used technique for measuring consumers' judgments of brand performance on specific attributes? Question options: rank ordering scales semantic differential scales constant sum scales Likert scales nominal scales
semantic differential scales
The ability of an individual to distinguish between similar stimuli is called _____. Question options: stimulus generalization perceptual generalization perceptual discrimination sensory perception sensory discrimination
sensory discrimination
Service employees who are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason? Question options: core service failure service encounter failure pricing attraction by competitors ethical problems
service encounter failure
Atmosphere is referred to as _____ when describing a service business such as a hospital, bank, or restaurant. Question options: landscape servicescape ambiance environment servqual
servicescape
Amelia wanted to purchase a nice watch for her husband, but she was overwhelmed by the amount of information available on the Internet for this product. She visited one website that offered a service that would do the searching and comparisons for her, so she decided to use it. The service Amelia used is referred to as a(n) _____. Question options: minimizer shopping bot search engine personal data assistant Internet organizer
shopping bot
A shopping style that puts particular emphasis on certain activities or shopping motivations is called a _____. Question options: shopping segment shopping typology shopping orientation shopping perspective store atmosphere
shopping orientation
Consumers' general approaches or patterns of external search are termed _____. Question options: social status shopping orientations involvement motives differentials
shopping orientations
Andrew is considering the purchase of a portable DVD player. He is comparing alternatives on the basis of screen size, battery life, and price. Andrew is using which type of evaluative criteria? Question options: tangible intangible primary secondary instrumental
tangible
Richard is studying how various usage situations influence the consumption of his company's products. He conducted qualitative analyses (i.e., focus group discussions and depth interviews) as well as surveyed a larger sample of consumers to better understand and quantify how products are used and the benefits sought in the usage situation by the market segment. Richard is performing the first two steps in an approach to develop _____. Question options: demographically based marketing strategies geographically based marketing strategies situation-based marketing strategies momentary conditions hedonic purchase situations
situation-based marketing strategies
The other individuals present in the particular situation are referred to as the _____. Question options: servicescape social surroundings physical surroundings store atmosphere temporal perspective
social surroundings
Purchase of which product typically represents low social risk and low economic risk for consumers? Question options: deodorant automobile socks auto repairs hair cut/style
socks
Lisa has to check her e-mail frequently to delete the unsolicited messages she gets, typically for loans and prescription drugs. If she doesn't delete them, her inbox will fill up and e-mails that she wants to receive won't get through. This unsolicited e-mail is known as _____. Question options: PBE spam blog junk mail banner mail
spam
Unsolicited e-mail that is a major concern and irritant is known as _____. Question options: PBE spam blog junk mail banner mail
spam
Which of the following is NOT a type of cost associated with perceived risk? Question options: social cost time cost effort cost physical cost spatial cost
spatial cost
Sales of additional items to customers who came to purchase an advertised item are referred to as _____. Question options: incremental sales spillover sales marginal sales sales plus impulse sales
spillover sales
Which of the following is NOT a key element of relationship marketing? Question options: developing a core service or product around which to build a customer relationship pricing in a manner to encourage loyalty augmenting the core service or product with extra benefits marketing to employees so that they will perform well for customers standardizing the relationship across customers
standardizing the relationship across customers
The two types of evaluative criteria are _____. Question options: primary and secondary tangible and intangible manifest and latent direct and indirect consummatory and instrumental
tangible and intangible
Many of you have probably heard of Banana Republic retail stores and perhaps have shopped there. Many of you may not know that the store used to look much different than it does today. It used to be more like an adventure, and the merchandise assortment was more appropriate for a safari. If you've ever seen an Indiana Jones movie, you can get a pretty good idea of what Banana Republic used to look like. The stores would have a jeep in the store, camouflage netting, and music from the 1940s playing. The inside had wooden beams and maps hung on the wall that looked like treasure maps. Much of the merchandise was accompanied by a sign that had a tale of some adventure associated with it. These physical features of the retail environment are referred to as the _____. Question options: store situation retail ambiance retail surroundings store atmosphere merchandising mix
store atmosphere
Brands owned and sold by a specific retail outlet are known as _____. Question options: primary brands secondary brands store brands internal brands limited distribution brands
store brands
Kelly likes to shop at Target. She really likes the Archer Farms brands with the rooster on the label, which is one of Target's own brands and can only be purchased there. These types of brands are known as _____. Question options: primary brands secondary brands store brands internal brands limited distribution brands
store brands
Juan's job as a purchasing agent consists mostly of reordering basic supplies and component parts. Which type of organizational purchase situation does this represent? Question options: nominal straight rebuy modified rebuy new task limited
straight rebuy
Which type of organizational purchase situation is characterized by low purchase importance, low choice complexity, level of decision-making unit (DMU) at low levels of the organization, a very small DMU, very brief time to decision, and very limited decision search? Question options: nominal straight rebuy modified rebuy new task limited
straight rebuy
Which type of organizational purchase situation occurs when the purchase is of minor importance and is not complex? Question options: nominal modified rebuy limited straight rebuy routine
straight rebuy
Why must manufacturers design products with both the primary purpose and other potential uses in mind? Question options: consumers demand it competition requires it to be able to promote secondary uses stringent product liability laws to save on research and development costs
stringent product liability laws
Marketing strategies to deal with choice overload include Question options: increasing the number of product assortments. selecting alternatives that have little meaningful differences. subscription decision services such as e-tailer Stich Fix. increasing the square footage in brick and mortar stores. none of the above.
subscription decision services such as e-tailer Stich Fix.
Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at _____. Question options: responding to consumer problems helping consumers recognize problems discovering consumer problems diverting consumers' attention away from problems suppressing problem recognition
suppressing problem recognition
Sam is a retiree with considerable resources, so he doesn't really spend much time on purchase decisions. His belief is that the most expensive brand is probably also the best in terms of quality. Sam uses price as a _____ indicator of quality. Question options: surrogate proxy primary substitute secondary
surrogate
An attribute used to stand for or indicate another attribute is known as a _____. Question options: determinant attribute substitute indicator surrogate indicator secondary indicator proxy
surrogate indicator
Which dimension of product performance relates to aesthetic or image-enhancement performance? Question options: affective direct instrumental symbolic consummatory
symbolic
A person who shops a nicer store than normal because he or she is buying a gift is influenced by the _____ characteristic of the situation. Question options: physical surroundings antecedent state task definition temporal perspective none of the above
task definition
Mark is developing the marketing strategy for his business, which is a retail store. He knows that situation characteristics will interact with his marketing activity. Which of the following is a situation characteristic he needs to consider? Question options: social class attitudes lifestyle task definition all of the above
task definition
Stacy is shopping to purchase new linens for her guest room. Which situational characteristic is influencing her behavior? Question options: physical surroundings social surroundings temporal perspective task definition antecedent states
task definition
The reason the consumption activity is occurring is the situation characteristic of _____. Question options: physical surroundings social surroundings temporal perspective task definition antecedent states
task definition
Which of the following is NOT a consumption response? Question options: task definition problem recognition purchase disposition alternative evaluation
task definition
Which of the following is NOT an individual characteristic influencing consumer behavior? Question options: culture attitudes task definition social class motivation
task definition
Sharon has to purchase a gift for her mother and only has this afternoon to do so because her birthday party is that evening. She's wondering how she will be able get to the mall in time to pick out the perfect gift. This is an illustration of which situation characteristic? Question options: physical features social surroundings temporal perspective task definition antecedent state
temporal perspective
Which of the following is a situational characteristic? Question options: product package temporal perspective demographics social class
temporal perspective
Which of the following is probably the most important situational variable with respect to search behavior? Question options: temporal perspective task definition physical surroundings antecedent state social surrounding
temporal perspective
Which situational characteristic deals with the effect of time on consumer behavior? Question options: physical surroundings social surroundings temporal perspective task definition antecedent states
temporal perspective
Laura's job is to negotiate the payment schedule, warranties, and delivery dates for major purchases made by her company. Laura deals with the _____ of the purchase. Question options: evaluative criteria product specifications terms and conditions postpurchase evaluation relationship marketing aspect
terms and conditions
Payments, warranties, delivery dates, and so forth represent _____. Question options: purchase specifications product specifications terms and conditions postpurchase evaluation relationship marketing
terms and conditions
Sensory discrimination is _____. Question options: the minimum amount that one brand can differ from another with the difference still being noticed the maximum amount that one brand can differ from another without it being perceived as unreasonable by consumers the ability of an individual to distinguish between distinctly different stimuli the ability of an individual to distinguish between similar stimuli the relative importance consumers place on evaluative criteria
the ability of an individual to distinguish between similar stimuli
What are the three major concerns regarding legal and ethical behavior with respect to marketing communications? Question options: the accuracy of the information provided, the adequacy of the information provided, and the cumulative impact of marketing information on society's values the accuracy of the information provided, the tastefulness of the ad, and the creativity of the ad the media used, the prevalence of advertising, and the tastefulness of the ad the amount of information provided, the tastefulness of the ad, and the cumulative impact of marketing information on society's values the media used, the accuracy of the information provided, and the manner in which the information is provided
the accuracy of the information provided, the adequacy of the information provided, and the cumulative impact of marketing information on society's values
Which of the following drives problem recognition? Question options: the consumer's perception of the actual state objective reality of the consumer's actual state the amount of information available the number of alternatives from which to choice others' perception of an individual's actual state
the consumer's perception of the actual state
The increase in product valuation based on "mere" ownership is called Question options: loyalty. mere touch. the endowment effect. the IKEA effect. the compromise effect.
the endowment effect.
A metagoal refers to _____. Question options: the overall amount of energy devoted to any given purchase the general nature of the outcome being sought the conscious thinking of all decision processes using nonfinancial criteria to make purchase decisions none of the above
the general nature of the outcome being sought
Hale noticed in a commercial that his children were watching that children riding bikes were shown not wearing a helmet. He always makes his children wear helmets while riding their bikes, but he's concerned about other children seeing this ad and thinking it's okay to not wear one. What is Hale's major area of concern regarding advertising to children? Question options: the impact of commercial messages on children's values the impact of commercial messages on children's health and safety the impact of commercial messages on the economy the impact of commercial messages on childrens cognitive development the impact of commercial messages on family's budgets
the impact of commercial messages on children's health and safety
Cindy is bothered about the amount of advertising her 10-year-old daughter sees for cosmetics and designer clothes that she feels are too suggestive in nature. Which is Cindy's major area of concern regarding advertising to children? Question options: the impact of commercial messages on children's values the impact of commercial messages on children's health and safety the impact of commercial messages on the economy the impact of commercial messages on her children's cognitive development the impact of commercial messages on her budget
the impact of commercial messages on children's values
The level of one's desire to resolve a particular problem depends on which factors? Question options: the consumer's perception of his or her actual state and the desired state the length of time required to make a decision and the level of purchase involvement the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem the degree of brand loyalty and the amount of time required to make a decision the direction of the discrepancy between the desired and actual states and the relative importance of the purchase
the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem
Which of the following consumers are LEAST likely to be able to use the information provided by marketers? Question options: men women those who are relatively disadvantaged in terms of education and income baby boomers professionals who are too busy to attend to the information
those who are relatively disadvantaged in terms of education and income
Which disposition alternative is the most widely used by consumers? Question options: trade in recycle throw away give away sell
throw away
Lori purchased new tires for her car, and she can bring it back every 5,000 miles to have the tires rotated free of charge. However, Lori doesn't do it because that would require that she take her car to the shop and either leave it and have someone get her and take her back later or sit and wait for the tires to be rotated. Which type of cost does this represent? Question options: social cost time cost effort cost physical cost mental cost
time cost
Speed of service and convenient location are criteria Jake considers when deciding at which restaurant to eat lunch during a work day. However, when he and his wife go out for a romantic dinner, the ambiance and quality of the food are more important. Which factor is influencing the importance he places of various criteria? Question options: usage situation competitive context advertising effects experience social influences
usage situation
How can firms enhance consumers' control with regard to online privacy concerns? Question options: don't ask for information use bots use blogs use "opt in" approach use search engine optimization approaches
use "opt in" approach
The external ice cube chute on Cade's refrigerator door was not working properly. She could hear the ice falling into the chute, but nothing would come out. She looked inside and realized there was a solid block of ice clogging the chute, and she couldn't get it loose. Cade decided to use a hair dryer to melt the ice, and it worked. Cade's using a hair dryer in a new way represents _____. Question options: counterfactual thinking prefactual thinking use innovativeness usage expansion extended use thinking
use innovativeness
Using WD-40 as an additive to fish bait is an example of _______. Question options: counterfeit thinking prefactual thinking use innovativeness usage expansion extended use thinking
use innovativeness
Using a product in a new way is referred to as _____. Question options: counterfactual thinking prefactual thinking use innovativeness usage expansion extended use thinking
use innovativeness
Good product offers and information, value, and alignment with consumers' interests are components of which dimension of online retailer image? Question options: usefulness enjoyment trustworthiness style familiarity
usefulness
Rachel is going to the mall to purchase a wedding gift for a co-worker. Based on research, which type of product is she likely to buy? Question options: expensive inexpensive expressive utilitarian hedonic
utilitarian
With respect to the typology of service environments, a bank would be categorized as _____. Question options: utilitarian personal hedonic tangible moderate
utilitarian
James likes to eat a strawberry Pop-Tart for breakfast before school. After about two weeks of this, he starts to get bored with that and switches to waffles. James is displaying which type of behavior? Question options: variety-seeking brand-switching entertainment limited search extended search
variety-seeking
Critics of ads that emphasize beauty or sex appeal as major benefits feel that the harmful effects may be most severe for which consumers? Question options: young men young women minorities older men older women
young women
