Chapter 14,15,16,17, and 18 Quiz MKTG 310 Borna

18. Negative emotions or guilt feelings aroused by the use of a product or service are referred to as....

Consumption guilt

16. Which of the following is the most widely used technique for measuring consumers' judgements of brand performance on specific attributes?

Semantic Differential Scales

18. A consumer using a product in a new way is referred to as....

Use Innovativeness

17. Consumers who browse and/or purchase in more than one channel are known as

omni chanel

15. 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 _____.

ongoing search

14. A firm that introduces a new line of non-fat snack food due to increasing consumer concern with health is _____.

reacting to problem recognition

16. Which decision rule states that the brand that rates highest on the sum of the consumer's judgements of the the relevant criteria will be chosen?

Compensatory

14. Which of the following statements is true regarding active and inactive consumer problems?

Active problems require the marketer only to convince consumers that its brand is the superior solution.

16. Before a marketing manager or public decision maker can develop a sound strategy to affect consumer decisions, he or she must determine all EXCEPT which of the following?

All of the above

17. Which of the following in NOT a reason consumers gave for why they don't like shopping in stores?

All of the above

17. Which of the following is a recommended strategy for retailers when consumers select the outlet first and the brand second?

Appropriate Pricing

16. Which type of consumer choice process requires the knowledge of specific attributes at the time the choice is made, and it involves attribute-by-attribute comparisons across brands?

Attribute-based choice

16. A limited capacity for processing information is known as ___

Bounded Rationality

16. The fact that consumers have limited capacity for processing information is referred to as____

Bounded Rationality

16. 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?

Brand Alliance

17. Which of the following is the most computer literate, does not view online shopping as novel, and aren't usually champions of the practice?

Business Users

16. Which of the following does not influence the evaluation of alternatives on each criterion?

Decision rules applied

18. 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 witht hem becasue he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint?

Disposition

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

Dissatisfaction

16. Which decision rule requires the consumer to rank the evaluative criteria in terms of their importance and........the first most, the second most, and so on until only one brand remains?

Elimination-by-aspects

16. The various dimensions, features, or benefits consumers look for in response to a specific problem are called?

Evaluative Criteria

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

Product nonuse

18. Which dimension of product performance relates to the physical functioning of the product?

Instrumental

18. What are the two dimensions to performance for Products?

Instrumental and Symbolic

18. An outlet or brand whose performance confirms a low-performance expectation generally will result in....

Non-satisfaction

17. Which of the following is not a factor affecting consumers' retail outlet selection?

Number of levels of distribution

16. An attribute to stand for or indicate another attribute is known as

Surrogate indicator

18.Which dimension of product performance relates to aesthetic or image enhancement performance

Symbolic

16. The two types of evaluative criteria are.....

Tangible and Intangible

17. Which of the following is not an online shopper segment?

Technocrats

14. 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?

activity analysis

14. 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 ____.

actual state

14. Which condition is appropriate to attempt to influence generic problem recognition?

all of the above

15. 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 _____.

awareness set

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

churn

14. 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?

extended decision making

14.Which type of consumer decision making involves the evaluation of many attributes and alternatives and employs complex decision rules?

extended decision making

14. 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?

human factors research

15. on 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?

independent sources

17. Which of the following are types of reference prices

internal and external

15. 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.

limited decision making

14.Blake doesn't care much about cars but is engaging in a substantial amount of information search about cars since he is about to buy a new car. In terms of involvement, Blake is _____.

low in product involvement; high in purchase involvement

15. Which information source is NOT actively acquired by consumers?

low-involvement learning

15. Sales personnel, websites, and advertising represent which type of information source?

marketing sources

14. Which type of decision making process in effect involves no decision per se?

nominal decision making

17. 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?

online privacy concerns

14.What is the first stage of the consumer decision process?

problem recognition

14. Which approach to problem recognition examines the purchase or use of a particular product or brand?

product analysis

15. Feature and quality variations across brands are referred to as _____.

product differentiation

17. A price with which other prices are compared is known as

reference price

17. Unplanned purchases can be divided into two categories...

reminder and impuse

17. The retail attraction model is also called the

retail gravitation model

17. Purchase of which product typically represents low social risk and low economic risk for consumers.

socks

17. A retailer being temporarily out of particular brand is called...

stock out

14. Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at _____.

suppressing problem recognition

14. The level of one's desire to resolve a particular problem depends on which factors?

the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem

18. CRM programs are...

used to increase satisfaction, commitment, and retention of key customers

17. For which product are consumers more willing to travel longer distances for?

wedding dress

16. Which of the following is he most popular indirect measurement approach to measuring the relative importance of consumers' evaluative criteria?

Conjoint Analysis

18. 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?

Core Service failure

18. Doubt or anxiety regarding a purchase a consumer has made is known as....

Post purchase dissonance

16. Which indirect measurement techniques used to determine consumers' evaluative criteria allow the respondent to indicate the criteria someone else might use?

Projective techniques

16. Which of the following is NOT a type of consumer choice process?

Rational Choice

17. Which of the following is a category of products and services based on their purchase characteristics relative to Internet Shopping Identified by Forrester Research?

Replenishment goods

17. Any source of products or services for consumers is referred to as...

Retail outlet

17. Which of the following is a variable that influences brand decisions inside a retail outlet?

all of the above

17. Sale of additional items to customers who came to purchase an advertised item are referred to as...

Spillover sales

17. A given consumer's or target market's perception of all the attributes associated with a retail store outlet is generally referred to as the....

Store image

15. How has the Internet changed consumers' ability to search for information?

all of the above

15. Which of the following is true regarding the Internet as a source of information?

all of the above

15. 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 _____.

behavioral targeting

14. 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?

brand loyal decision

15. 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 _____.

evaluative criteria

15. 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 _____.

inert set

15. 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 are appropriate ways to compare solutions, and so forth. This is referred to as _____.

internal search

14. 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?

intuition

15. 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?

memory