marketing exam 2 mindtap

All tangible goods have an intangible component to them.

true

Lindsey works in R&D at a consumer products firm. She meets up with Don, who works in finance, Riley, who works in production, and David, who works in marketing. Together they are going to develop a new product that Lindsey's department had researched. They are responsible for all aspects of developing the product. This is an example of a

venture team

Which of the following is responsible for all aspects of developing a product: research and development, production and engineering, finance and accounting, and marketing?

venture team

Early in the commercialization phase, marketers must make decisions about

warranties, repairs, and replacement parts

At Belle Meade Plantation, the core product is _______.

wine-tasting

Recognizing that CD players are a thing of the past, those who manufactured CD players have not attempted to make any changes but are letting them live out the remainder of their lives. The makers of CD players have new technology to explore and do not want to waste resources trying to prolong the life of an obsolete technology. This is an example of _______.

phase out

Which of the following deletion strategies makes no attempt to give a declining product a new life?

phase-out

During which phase of the new product development process is a new product idea turned into a prototype or working model?

product development

Functional testing occurs in which part of the product development stage?

product development

The process of creating and designing products so that customers perceive them as different from competing products is best described as _______.

product differentiation

Which of the following is responsible for a product, a product line, or several distinct products that make up an interrelated group within a multi-product organization?

product manager

The decisions and activities intended to create and maintain a certain concept of the firm's product, relative to competitive brands, in customers' minds is

product positioning

REI targets individuals who love and appreciate the outdoors. It therefore appeals to customers who have a(n) _______ as outdoor enthusiasts.

self-concept

Customers' perceptions of how well a service meets or exceeds their expectations is best described as _______.

service quality

The continuum of tangibility goes from ____ on one end to ____ on the other end.

service-dominant products; goods-dominant products

Which of the following influences on the consumer buying decision process result from time, circumstances, and location?

situational

John's lawnmower stopped working midway through mowing his front yard. His interest in researching replacement lawnmower brands is most likely to be _______.

situational involvement

Mikhail works on developing press releases for a nonprofit organization looking for new ways to encourage recycling among consumers and businesses. Mikhail is engaging in

social marketing

A product item is best described as a

specific version of a product

Any product making a nutritional claim must have _______.

standardized nutrition labeling

Another common name for a private distributor brand is a ____ brand.

store

By using a larger can size and different colors, Coca-Cola is changing the _______ of the product.

styling

Besides generic names, what other types of names are very difficult to protect?

surnames and geographic names

Which of the following product elements derives from customers' involvement with the product, which may convey additional value to many products (and brands) for buyers?

symbolic or experiential benefits

Break-even analysis is a tool that marketers are likely to employ during the ____ stage of the new-product development process.

test marketing

Although heterogeneity results in variability in service quality, which makes it difficult to standardize services, it does offer a significant advantage: _______.

the ability to customize

Which of the following is NOT a way in which nonprofit marketing is different from conventional marketing?

the chief beneficiary is who owns it or holds stock in it

Many aspects of consumer buying decisions are affected by the individual's level of involvement. Level of involvement is

the importance and intensity of interest in a product in a particular situation.

A product modification differs from a line extension in that _______.

the original product does not remain in the line

Free samples can help move consumers into which of the following?

trial

When Fiat offers to let qualified buyers test drive the Fiat 500X Urbana, the dealer is trying to stimulate which stage of the product adoption process?

trial

All marketers of goods sell customer services.

true

What type of brand was Buckyballs?

manufacturer brand

Which of the following is responsible for managing the marketing activities that serve a particular group of customers?

market manager

In which stage do sales first start to decline?

maturity

When a business finds itself squeezed out of a market for a product or loses interest in that product, it is a sign of being in the ____ stage of the product life cycle.

maturity

Which of the following is characterized by intense competition?

maturity

An internal energizing force that directs a person's activities toward satisfying needs or achieving goals is best described as _______.

motive

To reduce prices of services used during slow periods in order to boost demand, marketers may use _______.

off peak pricing

Volunteers are used to help bottle the wine at Belle Meade Plantation. These volunteers experience _______________ because they are donating their time to bottle wine when they could be using it for something else.

opportunity costs

The primary psychological influences on consumer behavior are

perception, motivation, learning, attitudes, personality, and lifestyles.

Customer services also refer to services as products.

false

Firms can use the "Made in USA" label on their products as long as more than 50 percent of the product is actually produced in the USA.

false

Most of the time, large organizations adopt the traditional functional form of an organization.

false

Social class tends to be separated into three categories in the majority of societies.

false

The Food and Drug Administration have strict criteria over what products can be labeled as "natural."

false

Consumer misbehavior is consumer behavior that is illegal.

false - not always illegal

The process through which a person acquires the knowledge and skills to function as a consumer is best related to which of the following social influences on the buying decision process?

family influence

Weight Watchers Smart Ones TV dinners come in red boxes with many of the same elements. Each box features the giant "Smart Ones" brand name at the top. This is an example of

family packaging

When automakers started installing Apple CarPlay and Android Auto in cars, this was an example of a(n) _______.

functional modification

Compared to goods marketers, service marketers are more likely to promote which of the following?

guarantees

The Red Cross raises money to help people survive natural and manmade disasters. Red Cross can best be described as a(n) _______.

idea

Eric's major problem is that the movie theater is incredibly loud, but it is his only viable option if he wants to get the full movie theater experience. Which of the following service characteristics is causing this problem for Eric?

inseperability

Fidelity Investments is one of the largest mutual fund and financial services groups worldwide. It has various offices in cities across the United States. In each office customer contact personnel have a well-groomed, professional appearance. The inside of the office is clean and attractive. These visible cues are an attempt to deal with the problem of _______ common to service organizations.

intangibility

Service marketers make promises to customers, suggesting that the customer place some degree of trust in the service provider. In this way, service marketers are trying to address the challenge of the service characteristic of

intangibility

Traveler's Insurance uses an umbrella in its name to symbolize protection. Such symbols provide cues to overcome which aspect of a service?

intangibility

Within the information search step of the consumer buying decision process, what two primary aspects exist?

internal and external search

Assignment of meaning to organized information inputs is called

interpretation

Oculus, acquired by Facebook in 2014, is involved in virtual reality. Its Oculus Rift product is a virtual reality headset released to the public in 2016. Retailers including Best Buy sell the Oculus Rift for approximately $400. Some competitors have emerged to challenge Oculus Rift, including the HTC Vive, Samsung Gear, and Zeiss VR One Plus. Refer to Scenario 11.2. In which stage of the product life cycle is the Oculus Rift?

introduction

Which of the following distribution concerns would a service marketer be most concerned?

inventory management

The primary difference between a service and a good is that a service _______.

is dominated by the intangible portion of the total product

Extended decision making is the type of consumer decision-making process that

is the most complex decision-making behavior, which comes into play when a purchase involves unfamiliar, expensive, or infrequently bought products.

Which of the following is closely related to packaging and is used to identify, promote, inform, and address legal requirements?

labeling

Alice buys FitJoy snack bars because she feels satisfied after eating. After several months of enjoying the snack bars, Alice no longer feels satisfied after eating them, so she decides to stop purchasing the snack bars. Her change in behavior is referred to as what?

learning

Forever 21 is developing a program to get to know its customers. Which of the following is NOT a reason why Forever 21 needs to understand consumer buying behavior?

All customers are the same when it comes to buying behavior.

Which of the products provided by the following companies is most likely to be evaluated using experience qualities?

Apple Inc

Which of the following alters a product's versatility, effectiveness, convenience, or safety?

Functional modification

A set of Bowers & Wilkins car speakers sold to Volvo for use in the production of XC90 SUV would be an example of a(n)

a component part

In repositioning the product, Coca-Cola changed the taste of the product. It also changed the look of the product with a larger can size and different colors. This is an example of a(n) _______ modification.

aesthetic

Gold Rush Vinyl's large vinyl record press suddenly broke down during its day shift. When considering the purchase of available alternatives, Intuitiv decided to rent one for the next two years instead of buying one. In this situation, the large vinyl record press it rented would be classified as

an installation

According to the text, a product is defined as

anything the customer receives in an exchange

Companies often use social media influencers popular with their target market to promote their products. In this case, the influencers represent a(n) _______.

aspirational reference group

Which of the following consists of three major components: cognitive, affective, and behavioral?

attitude

Buyers recognize the existence of a new product during which of the following stages of the product adoption process?

awareness

When determining how a product is conceived, planned, produced, and even its physical appearance and its specific characteristics, one is really talking about the product's

design, styling, and features

If Jade were given total marketing responsibility over Hill's Ideal Balance pet food, she would hold the position of ____ manager.

brand

If Glade, which markets Glade scented PlugIns and Glade scented candles and wax melts were to introduce Glade laundry detergent and dryer sheets with the same scents, this would be called ____ branding.

brand extension

Which of the following is the strongest and most desired by marketers?

brand insistence

The Double-A of American Airlines, the peacock of NBC, and the apple with a missing bite of Apple are examples of a _______.

brand mark

Which of the following identifies old technologies that can be used in new ways or creates new business models to give consumers more benefits than offered by current products in the marketplace?

disruptive innovation

Which of the following would be an example of accessory equipment?

calculator

The Red Cross raises funds to help people recover after fires, tornados, and other disasters. For the Red Cross, the victims of these disasters represent _______.

client publics

A university's student body would be considered its ____ public; parents, alumni, and trustees would be included as its ____ public.

client; general

When a person fills in missing information in a way that conforms to a pattern or statement, this is known as _______.

closure

As Gillian has become more knowledgeable about health, obesity, and quality ingredients, her attitude toward soft drinks and fast food have become less favorable, while her attitude toward healthier brands like Panera and bubbly sparkling water has improved. This best relates to the _______ component of attitude.

cognitive

Jack recently purchased a Ford F-150 truck and has owned it for about a week. Earlier in the day, he received a call from Nick, the sales representative who sold him the truck. Nick called to check to see whether Jack had any questions or problems with the truck and if he had learned how to navigate all the bells and whistles. Nick also reminded Jack about how Ford is highly regarded as one of the best automobile brands and that the Ford truck is the #1 truck brand in the United States. What phenomenon is Nick trying to prevent by contacting his customer?

cognitive dissonance

Bethany and Joseph are preparing budgets for a new product as well as finalizing plans for the full-scale marketing and manufacturing of the new UtiliBot. They are in the ____ phase of the new-product development process.

commercialization

Analyzing __________ can help a firm identify patterns that may indicate the need for corrective action or suggest market opportunities that can be exploited.

complaints and reviews

Although they become part of a larger product, ____ can often be easily identified and distinguished on the larger product.

component parts

A group of brands that a consumer views as alternatives for possible purchase is called a(n)

consideration set

A distinguishing factor between a brand name and a brand mark is that a brand name

consists of words

Purposeful actions to take advantage of or harm others during a transaction is best described as

consumer fraud

Behavior that violates generally accepted norms of a particular society is best described as _______.

consumer misbehavior

Copying computer software, video games, movies, or music without paying the producer for them is an example of _______.

consumer misbehavior

In the case that a preferred brand is not available, which of the following consumer product types will a shopper be most likely to choose a substitute brand?

convenience

A small private college in Alabama paid a significant sum of money to a marketing firm to study the college's current marketing strategy and help develop new strategies for attracting students. The college is having a difficult time evaluating the effectiveness of the marketing firm's work because this type of service has many

credence qualities

Nonprofit decisions that relate to how ideas and services will be made available to clients relate to _______.

distribution

Quality modifications are changes that relate to a product's

dependability and durability

One of the most important factors in providing high service quality to customers is _______.

employee satisfaction

Refer to Scenario 7.2. Since Isabel and Gabe were using gas mileage as one of their evaluative criteria, they are most likely in the ____ phase of the consumer buying process.

evaluation of alternatives

Refer to Scenario 13.2. Customers are likely to use _______ to evaluate Belle Meade's core product.

experience qualities

When a product's performance characteristics are at least equal to those of competitive brands and it is priced lower, which of the following is appropriate?

head to head positioning

When customer-contact jobs are contracted out to the homes of workers, it is called _______.

homesourcing

The company was forced to delete its magnetic desk toy product due to safety concerns after being sued by the Consumer Product Safety Commission. What type of product deletion did the firm most likely use?

immediate drop

According to Maslow's hierarchy of needs,

individuals first satisfy the most basic needs and then try to fulfill needs at the next level up.

Which of the following contributes to the challenges of supply and demand management?

inseparability and level of customer contact

Refer to Scenario 13.3. Based on the scenario, what characteristic of services has made it difficult for Chris to analyze service quality?

intangibility

Mitchell's smartphone is two years old and he would like to have a new one. This time, he wants to make sure that it has a longer battery charge and better geographic coverage since he is traveling three days a week for his new job. Mitchell is most likely to use _____ for this purchase.

limited decision-making behavior

The development of a product that is closely related to one or more products in the existing product line, but designed specifically to meet somewhat different customer needs is best described as a(n) _______.

line extension

Which of the following categories is a situational factor?

physical surroundings

The decisions and activities intended to create and maintain a certain concept of the firm's product, relative to competitive brands, in customers' minds are best described as _______.

positioning

Jhumpa is questioning whether she has made the right decision about purchasing a new HP laptop after she sees a friend with a new Dell. Jhumpa's doubt whether she made the right decision occurs during the ___________ of the buying decision process.

postpurchase evaluation phase

Which of the following is used by retailers or wholesalers to develop more efficient promotion, generate higher gross margins, and change store image?

private distributor brands

Huy Fong Foods is buying peppers and vinegar to make its iconic Sriracha sauce. For Huy Fong Foods, these are best described as _______.

process materials

______________ refers to how a product is conceived, planned, and produced.​

product design

P&G marketed Tide Basic as a detergent that could perform the basic functions of its signature Tide products at a lower price to the consumer. This was an attempt to create a concept of the product in customers' minds. This is referred to as _______.

product positioning

The development of a person's self-concept is a function of

psychological and social factors

What type of consumer product is the Oculus Rift?

shopping

When retailers go to great lengths to create physical settings that appeal to their target market and are conducive to making purchase decisions, they are attempting to shape which of the following influences on consumer buying behavior?

situational involvement

The human requirements for love and affection in Maslow's hierarchy are known as ____________ needs.

social

An open aggregate of people with similar social ranking is referred to as a

social class

Which of the following is an open aggregate of people with similar social rank?

social class

The attitude toward the object model (known as the Fishbein model) consists of which three elements?

Beliefs about product attributes, the strength of beliefs, and the evaluation of beliefs

Which is the best way to handle the deletion of a product?

Conduct a review to determine its impact on the overall product mix

Which of the following identifies old technologies that can be exploited in new ways or develops new business models to give customers more than they've come to expect from current products in a specific market?

Disruptive innovation

Quality, the overall characteristics of a product that allow it to perform as expected, has two components: _______ and _______.

level; consistency

Chris owns his own small firm. The firm has expanded significantly and is thinking about taking out some ads on television. Chris had decided it is time to get a lawyer to advise them on business issues and ensure that their activities obey all relevant laws. Chris meets with a lawyer on a recommendation from a friend. The lawyer seems to have great credentials, and the advice he gave Chris seemed solid. But the lawyer's advice comes at a high expense. Chris wants to make sure he gets the best service possible for the price he is paying. However, he does not have much experience with the law and does not know how to measure the lawyer's services on quality. It is particularly hard for Chris because the advice he gets from the lawyer is something he cannot see, making it much harder to measure according to quality characteristics. He looks online at the reviews of other consumers who used the lawyer's services. Refer to Scenario 13.3. What type of evaluation method is Chris using to evaluate the lawyer's services?

credence qualities

Sophie wants to buy a new car. She turns to her friend who is a car enthusiast for his recommendation. He tells her Honda is by far the best brand. Sophie goes to a Honda dealership. She notices a Honda Civic that is at a reasonable price point. However, she likes the fact that the Honda Accord is a mid-sized car, but it is more expensive. Sonya tries to remember what her friend told her but is having trouble. She starts weighing the benefits of both vehicles in an attempt to make her final decision. The fact that Sophie sought advice from her friend is an example of _________________. Her attempt to weigh the benefits of the vehicles against one another is _______________.

external information search; evaluation of alternatives

Chelsea loves her car. Recently, she noticed her tires were getting worn. She took it into the dealership, where she was told that all her tires were worn and should be replaced. Chelsea knows this will be a significant investment. She decided on getting the most expensive tires because they are high quality and she wants the best. She hopes she is making the right decision. At least she will not have to purchase tires for several more years, unless she gets a flat. Chelsea's involvement with her tire purchase is an example of enduring involvement.

false

During the recession, sales for many companies plummeted. The rate of unemployment grew substantially. As a result, Procter & Gamble (P&G) decided to release a cheaper, more basic version of its Tide product. This lower-priced Tide Basic lacked some of the cleaning features of its more expensive counterpart, but P&G thought it would be good for cash-strapped consumers. P&G tried out Tide Basic in 100 stores in the south for about a year. The product failed to take off, and it discontinued Tide Basic. A few years later P&G tried again with another less expensive Tide product called Simply Tide. Refer to Scenario 12.1. P&G had to modify its Tide product to appeal to this new demographic. What type of product modification did it make?

quality modification

Kira is interested in joining Alpha Gamma Delta's sorority. She begins to shop at Delphine's, a local store where the Alphas buy their clothes. She also asks her family for a new car because all the sorority members have new cars. In these instances, Kira is most influenced by

reference group

Advertisers often use ____ to boost consumers' information retention and recall, which may facilitate the information search stage.

repetition

Digital influences, such as online review sites and social networks, allow shoppers to reduce their _______ by gaining information from others.

risk in trying an unknown product

While shopping at a local grocery store, Cameron sees a display of his favorite brand of energy drink. He buys some to take home for the weekend. This purchase process would be described as

routinized response behavior

Victoria's firm released the pour-over coffeemaker, and it became a hit among a niche group of avid coffee fans. For a few years sales were high. Eventually, however, sales peaked and started to decline. Victoria's firm realizes the coffeemaker still has a small following of dedicated customers. They plan to move on to a more advanced pour-over coffeemaker, but in the meantime, they plan to emphasize the core strengths of the current coffeemaker, including the fact that it is so sustainable. This is an example of what type of product deletion?

run-off

"The brand is not doing well, but it still has a loyal following among some consumers." "I think this brand still has some strengths left." ​ Based on these comments, which product deletion strategy should the company adopt?

run-out

What step in developing new products involves determining whether the product idea is compatible with company objectives, needs, and resources on a general level?

screening

Tatiana finds evaluating a new pair of jeans much easier than evaluating tennis lessons because she can try on the jeans to see exactly how they feel and fit. In other words, the jeans have many ____ qualities.

search

Psychological influences are internal factors that impact a consumer's buying decision process. More specifically, ___________ is one type of psychological influence wherein the consumer has a tendency to twist or change information received to fit their own personal feelings or beliefs.

selective distortion

Suppose Amy is out shopping for children's clothes with one of her friends. When Amy mentions how much she admires Rochelle Davis, her friend replies that she heard Rochelle is being investigated for allegedly plagiarizing some of her books. Amy tells her friend she must be mistaken as Rochelle has too much integrity to do such a thing. She argues that other people are just jealous because their books are not as popular. This is an example of which of the following?

selective distortion

When you are using the internet to research a school project, and you ignore the banner ads on websites even though you see them flashing on the page, you are probably engaging in the process of _______.

selective exposure

Stephen is a marketing research consultant and specializes in qualitative research. He's a member of the Qualitative Research Association and enjoys attending regional and national meetings where he can meet other consultants and participate in workshops to improve his skills. Stephen always finds one to two new books to purchase from the trade show and truly enjoys the chance to expand his knowledge base through these learning opportunities. He knows that this new knowledge will improve his capabilities to deliver the type of consultation his clients might desire and will enable him to effectively compete for work. Stephen's attendance at these national meetings and his book purchases are motivated by his need of _______, one of Maslow's hierarchy of needs.

self-actualization

Ideally, Eric would like to watch the movie in a totally quiet environment. However, he is realistic and knows that he is going to hear some noise from others in the audience. It does not bother him as long as they keep their voices relatively low. However, there are always a few people who talk loudly and obnoxiously. This difference between Eric's desired level of total silence and the point where he can no longer enjoy the movie because the audience is too loud is called the _______.

zone of tolerance