MKT351 ch 17

36. Omni-channel shoppers _____. A. rely on mobile and mobile shopping apps B. belong to Gen Y C. belong to Gen X D. A and B E. all of the above

e. 1. rely on mobile and mobile shopping apps 2. belong to Gen Y 3. belong to Gen X

18. Kim needs a new washer and dryer. She looks at Consumer Reports online to research different machines. She determines that a Whirlpool set is best for her. She heads to her local Sears to examine the machines in person and ultimately buys the machines at the store. What type of shopping behavior is Kim exhibiting? webrooming showrooming single-channel shopping in-store shopping sequential shopping

webrooming

7. Online retail spending represents what percentage of total retailing in the United States? 9% 38% 21% over 50% less than 1%

9%

81. Unplanned purchases are further subdivided into which two categories? A. primary and secondary B. direct and indirect C. reminder and impulse D. generally planned and substitute E. latent and manifest

C. reminder and impulse

75. A shopping style that puts particular emphasis on certain activities or shopping motivations is called a _____. A. shopping segment B. shopping typology C. shopping orientation D. shopping perspective E. store atmosphere

C. shopping orientation

74. Purchase of which product typically represents low social risk and low economic risk for consumers? A. deodorant B. automobile C. socks D. auto repairs E. hair cut/style

C. socks

83. A retailer being temporarily out of a particular brand is called _____. A. whiteouts B. blackouts C. stockouts D. shortage E. shrinkage

C. stockouts

50. Brands owned and sold by a specific retail outlet are known as _____. A. primary brands B. secondary brands C. store brands D. internal brands E. limited distribution brands

C. store brands

12. What is the top smartphone activity done in-store by mobile shoppers? a. compared prices b. took a picture of a product c. browsed for products d. read reviews of a product e. looked for discounts or offers

a. compared prices

44. Which dimension of store image consists of quality, selection, style, and price components? A. merchandise B. service C. physical facilities D. store atmosphere E. institutional

a. merchandise

45. 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? A. merchandise B. service C. physical facilities D. store atmosphere E. institutional

a. merchandise

9. What are the top categories searched for by smartphone shoppers? personal care products and apparel (clothing, shoes and accessories) apparel (clothing, shoes and accessories) apparel (clothing, shoes and accessories) and electronics electronics personal care products

apparel (clothing, shoes and accessories)

35. Chatbots are an example of what emerging technology in mobile retailing? in-store beacons push-based apps augmented reality artificial Intelligence one-click mobile payments

artificial Intelligence

38. Which emerging mobile retailing technology is helpful in alleviating consumers' perceived social and economic risks associated with buying products like furniture? artificial Intelligence one-click mobile payments augmented reality in-store beacons push-based apps

artificial Intelligence

8. Mobile retailing sales are projected to account for what percentage of online retail sales in the U.S.? over 50% 40% 10% 25% less than 1%

over 50%

33. Mobile apps that anticipate user needs and provide related information through automatic updates are called: omni-channel apps pull-based apps push-based apps smart apps advertising apps

push-based apps

19. Jeremy needs a new pair of running shoes. He visits the local running store at a nearby shopping center. He tries on several pairs at the store. After determining which pair he likes the most, he heads home to look online for that exact shoe at the cheapest price. Jeremy is engaging in? showrooming single-channel shopping webrooming in-store shopping sequential shopping

showrooming

21. Providing in-aisle checkout service is a way for retailers to combat what omni-channel shopping behavior? in-store shopping showrooming single-channel shopping webrooming sequential shopping

showrooming

22. A local electronics retailer asked sales associates to stay late several evenings one week for training on the current merchandise sold in store and new mobile devices to help consumers with product assistance or ordering while in store. This retailer is educating his employees in order to help combat what omni-channel shopping behavior? showrooming sequential shopping in-store shopping webrooming single-channel shopping

showrooming

26. In order for online retailers to overcome shoppers' inability to "touch" the product they can offer free merchandise. offer deep discounts. simulate the experience with technology. design appropriate web pages. advertise with videos.

simulate the experience with technology.

56. A price with which other prices are compared is known as a(n) _____. A. reference price B. comparison price C. base price D. starting price E. internal price

A. reference price

66. The retail attraction model is also called the _____. A. retail gravitation model B. retail dispersion model C. retail composition model D. retail network model E. retail concentration model

A. retail gravitation model

4. Any source of products or services for consumers is referred to as a _____. A. retail outlet B. contact point C. transaction point D. distribution outlet E. channel outlet

A. retail outlet

48. Good product offers and information, value, and alignment with consumers' interests are components of which dimension of online retailer image? A. usefulness B. enjoyment C. trustworthiness D. style E. familiarity

A. usefulness

28. Which of the following is FALSE regarding shopping cart abandonment? A. Roughly 70 percent of all shopping carts consumers start are abandoned before purchase. B. Those who abandon carts cannot be reengaged. C. Even with targeted e-mail campaigns, 90 percent of abandoned carts will stay that way. D. Marketers see opportunities to turn abandoned carts into sales. E. A and C

B. Those who abandon carts cannot be reengaged.

60. Which type of reference price is presented by a marketer for the consumer to use to compare with the current price? A. base reference price B. external reference price C. private reference price D. outlet reference price E. public reference price

B. external reference price

61. 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) _____. A. base reference price B. external reference price C. perceptual reference price D. internal reference price E. disclosed reference price

B. external reference price

46. Which of the following components represent the service dimension of a store's image? A. quality, selection, style, and price B. layaway plan, sales personnel, easy return, credit, and delivery C. location and parking D. congeniality, fun, excitement, and comfort E. store reputation

B. layaway plan, sales personnel, easy return, credit, and delivery

32. 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? A. lack of "touch" B. online privacy concerns C. economic costs D. opportunity costs E. dispersion concerns

B. online privacy concerns

67. Which model is used to calculate the level of store attraction based on store size and distance from the consumer? A. retail multiattribute model B. retail attraction model C. retail attribution model D. retail geographic model E. retail distribution model

B. retail attraction model

68. 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? A. retail multiattribute model B. retail gravitation model C. retail attribution model D. retail geographic model E. retail distribution model

B. retail gravitation model

64. A $10 savings on a $200 item should _____. A. not show the regular price B. show the dollar savings but not the percentage savings C. show the percentage savings but not the dollar savings D. show both the dollar savings and the percentage savings E. show neither the dollar savings nor the percentage savings

B. show the dollar savings but not the percentage savings

53. Sales of additional items to customers who came to purchase an advertised item are referred to as _____. A. incremental sales B. spillover sales C. marginal sales D. sales plus E. impulse sales

B. spillover sales

54. Harriet is very frugal, so she regularly combs the grocery ads looking for bargains. Usually she'll go to a particular store just to buy an advertised item, but sometimes she purchases other items that were not advertised as well. The purchase of the unadvertised items represent which type of sales? A. incremental sales B. spillover sales C. marginal sales D. sales plus E. impulse sales

B. spillover sales

73. 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? A. social cost B. time cost C. effort cost D. physical cost E. mental cost

B. time cost

69. For which product are consumers more willing to travel longer distances to shop for? A. toothpaste B. wedding dress C. beer D. laundry detergent E. soft drinks

B. wedding dress

76. Which of the following is a segment of consumers who follow a strict budget and often put their family's needs ahead of their own? Practical Player Knowledge Seeker Brand Desirer Mobile Warrior Bargain Hunter

Bargain Hunter

13. Which of the following statements is FALSE regarding Internet retailing? A. The Internet is a major influence on in-store sales. B. Amazon accounts for over 40 percent of online retail sales in the United States. C. Research has shown that consumers shop online for reasons different from those for shopping from catalogs. D. Catalogs and the Internet appear to work in a complementary fashion. E. Online sales are only about 9 percent of retail sales.

C. Research has shown that consumers shop online for reasons different from those for shopping from catalogs.

63. 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) _____. A. base reference price B. external reference price C. internal reference price D. private reference price E. personal reference price

C. internal reference price

24. Shoppers who browse and/or purchase in more than one channel simultaneously are known as _____. A. channel shoppers B. super shoppers C. omni-channel shoppers D. mobile shoppers E. none of the above

C. omni-channel shoppers

25. 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? A. channel shoppers B. super shoppers C. omni-channel shoppers D. mobile shoppers E. none of the above

C. omni-channel shoppers

47. 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? A. merchandise B. service C. physical facilities D. convenience E. institutional

C. physical facilities

30. What was the MAIN reason consumers gave in a survey for why they don't like shopping in stores? A. don't like shopping B. dealing with crowds C. poorly informed salespeople D. parking and traffic E. the time it takes to shop

C. poorly informed salespeople

14. Which of the following is the major reason consumers give for shopping online? A. want product delivered B. unique merchandise C. price D. impulse E. customer service

C. price

57. When a retailer represents a price as "regularly $15.99, now $9.99," the $15.99 is called the _____. A. starting price B. base price C. reference price D. comparison price E. markup

C. reference price

58. 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 _____. A. markup B. base price C. reference price D. deceptive price E. perceptual price

C. reference price

51. 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 _____. A. primary brands B. secondary brands C. store brands D. internal brands E. limited distribution brands

C. store brands

80. Purchases made in a retail outlet that are different from those the consumer planned to make prior to entering that retail outlet are called _____. A. incremental purchases B. irrational purchases C. unplanned purchases D. emotional purchases E. deviant purchases

C. unplanned purchases

2. Which of the following is TRUE regarding Internet shopping? A. Most future growth will come from new users. B. Most future growth will come from existing buyers. C. Annual growth in the number of Internet users is low. D. B and C E. A and C

D. B and C ( Most future growth will come from existing buyers. Annual growth in the number of Internet users is low.)

55. Which of the following is NOT a key decision for retailers considering price advertising? A. How large a discount should be used? B. Should a reference price be used? C. What verbal statements should be used? D. What is the cost of the item compared to the total media cost? E. None of the above is a key decision.

D. What is the cost of the item compared to the total media cost?

52. What is the key to success of store brands? A. low price B. low quality, but at a low price C. high quality at a high price D. high quality at a reasonable price E. attractive packaging

D. high quality at a reasonable price

5. Consumers acquiring product through catalogs , telemarketing, direct mail, or computer orders is referred to as _____. A. outsourcing B. outlet shopping C. nontraditional shopping D. in-home shopping E. all of the above

D. in-home shopping

59. Which of the following are types of reference prices? A. primary and secondary B. direct and indirect C. latent and manifest D. internal and external E. high and low

D. internal and external

62. Which type of reference price or price range does a consumer retrieve from memory to compare with a price in the market? A. base reference price B. historical reference price C. private reference price D. internal reference price E. repeat reference price

D. internal reference price

65. All other things being equal, consumers tend to prefer _____. A. external reference prices over internal reference prices B. dollar savings over percentage savings C. percentage savings over dollar savings D. larger retail outlets over smaller outlets E. smaller retail outlets over larger outlets

D. larger retail outlets over smaller outlets

72. Tylenol, which is an analgesic known as acetaminophen, warns in some of its advertising that consumers should read labels carefully because several other types of medications include acetaminophen (e.g., Tylenol Sinus) and consumers could overdose on this medicine and potentially suffer liver damage. Which type of cost is associated with this risk? A. social cost B. time cost C. effort cost D. physical cost E. mental cost

D. physical cost

1. Brick-and-mortar stores with the goal to design environments that are emotionally engaging, entertaining, and memorable are using a strategy known as A. visual inventory. B. social media engagement. C. push and pull technology. D. shoppertainment. E. all of the above.

D. shoppertainment.

84. Which of the following is an ambient condition related to store atmosphere? A. customer characteristics B. symbols C. layout D. temperature E. furnishings

D. temperature

31. 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? A. kiosks B. mini-stores C. lifestyle centers D. brand stores E. "destination areas" within stores

E. "destination areas" within stores

29. Which of the following is NOT a reason consumers give for why they don't like shopping in stores? A. don't like shopping B. dealing with crowds C. poorly informed salespeople D. parking and traffic E. All of the above are reasons consumers don't like shopping in stores.

E. All of the above are reasons consumers don't like shopping in stores.

27. Approaches to reduce online privacy concerns include A. making it easier to contact the store B. the use of security verification systems C. improving the search capabilities D. making it easier to contact the store and the use of security verification systems E. All of these choices are correct.

E. All of these choices are correct.

3. The top categories of online spending include A. personal care products B. apparel. C. electronics and appliances D. personal care products and electronics and appliances E. all of the above.

E. all of the above.

23. The top 2 barrier(s) to Internet shopping is(are) ______. A. preference to buy product in-store and preference to see product in person. B. preference to talk to salesperson in person. C. preference to buy product in-store. D. preference to see product in person. E. preference to see product in person and preference to talk to salesperson in person.

E. preference to see product in person and preference to talk to salesperson in person.

71. Which of the following is NOT a type of cost associated with perceived risk? A. social cost B. time cost C. effort cost D. physical cost E. spatial cost

E. spatial cost

20. Which of the following is (are) true about omni-channel shopping behavior? Showrooming is more common than is webrooming. Omni-channel shoppers tend to be Baby Boomers. Showrooming is common among Millennials. Webrooming involves searching in store and buying online. All of these choices are true.

Showrooming is common among Millennials.

77. Thelma and Louise look forward to Saturday morning when they can drive to their local mall and walk into the various stores. They enjoy being able to feel products in the store so that they are more confident they are buying the right thing. To which shopping orientation do Thelma and Louise belong? Practical Player Knowledge Seeker Mobile Warrior Store Reassurer Brand Desirer

Store Reassurer

78. Which of the following is a description of the shopping orientation known as a Store Reassurer? These shoppers prefer to shop at a store rather than online. These shoppers heavily rely on their smartphones when shopping. These shoppers do their homework online before making a purchase. These shoppers like to buy the very latest, and quality is a priority for them. These shoppers are known as "precision shoppers."

These shoppers prefer to shop at a store rather than online.

34. Sarah is interested in purchasing a new coffee table for her living room. She is unsure what size, shape and color of table will look best in her apartment, but realizes that she can't just bring several options home to try out. She heads to a local furniture store for help. What mobile retailing technology may be useful to Sarah in choosing a table? one-click mobile payments augmented reality artificial Intelligence push-based apps in-store beacons

augmented reality

15. Which of the following statements about omni-channel shoppers is (are) true? a. Over 85 percent of shoppers are omni-channel shoppers. b. The more channels an omni-shopper uses the more that shopper spends in-store. c. Omni-channel shoppers have the same income as single-channel shoppers. d. Omni-channel shoppers spend the same amount as single-channel shoppers online. e. All of these choices are correct.

b. The more channels an omni-shopper uses the more that shopper spends in-store.

17. What activity involves going to a brick-and-mortar store to see a product and then buying it online? a. single-channel shopping b. webrooming c. showrooming d. sequential shopping e. in-store shopping

c. showrooming

41. A given consumer's or target market's perception of all the attributes associated with a retail outlet is generally referred to as the _____. A. store atmosphere B. servicescape C. store image D. store ambiance E. store personality

c. store image

10. The top reason mobile shoppers download a shopping app is a. to get a specific reward for downloading the app. b. to make a specific activity/task easier. c. to access discounts or offers. d. to complete a purchase. e. recommended by others.

c. to access discounts or offers.

49. The trustworthiness dimension of an online retailer's image is represented by which components? A. good product offers and information, value, aligned with interests B. fun, attractive, pleasant to browse C. easy to use and navigate, flexible site D. reputation, information safety and security E. fast and flexible delivery and transactions

d. reputation, information safety and security

16. Shoppers who search online and ultimately buy a product at a physical store engage in? a. showrooming b. sequential shopping c. in-store shopping d. webrooming e. single-channel shopping

d. webrooming

43. The "service" dimension of store image includes all of the following EXCEPT _____. A. easy returns B. sales personnel C. delivery D. credit E. All of the above are included.

e. easy returns. sales personnel. delivery. credit.

37. Financial cost, time cost, and effort cost are examples of _____. A. economic risk B. social risk C. physical risk D. actual risk E. all of the above

e. economic risk. social risk. physical risk. actual risk.

39. Which of the following affects consumers' retail outlet selection? A. outlet image B. retailer brands C. retail advertising D. outlet location and size E. all of the above

e. outlet image retailer brands retail advertising outlet location and size

79. Which of the following is a variable that influences brand decisions inside a retail outlet? A. point-of-purchase materials B. price reductions C. outlet atmosphere D. stockout situations E. all of the above

e. point-of-purchase materials price reductions outlet atmosphere stockout situations

42. The "merchandise" dimension of store image includes _____. A. quality B. selection C. price D. style E. all of the above

e. quality. selection. price. style.

82. Which of the following shelf-based point-of-purchase materials provide the maximum lift in sales? A. coupon dispensers B. retail price promo signs C. shelf talker, dangler, etc. D. inflatable (mobile) E. C and D

e. shelf talker, dangler, etc. inflatable (mobile)

70. The purchase of products involves the risk that they may not perform as expected, causing which of the following to be high? A. social cost B. time cost C. effort cost D. physical cost E. all of the above

e. social cost time cost effort cost physical cost

11. Which of the following is not a smartphone activity done in-store by mobile shoppers? a. read reviews of a product b. compared prices c. spoke with a sales representative d. looked for discounts or offers e. All of these choices are smartphone activities done in-store.

e. All of these choices are smartphone activities done in-store.

6. 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 _____. A. alternative shopping B. outsourcing C. multi-level marketing D. nontraditional shopping E. in-home shopping

e. in-home shopping

40. Which of the following is NOT a factor affecting consumers' retail outlet selection? A. outlet image B. retailer brands C. retail advertising D. outlet location and size E. number of levels of distribution

e. number of levels of distribution