Question 1

Research has shown that the mere presence of another consumer in a retail context (i.e., the presence of other unknown shoppers in the shopping aisle):

Accepted Answer

A)  makes consumers anxious. 
B)  leads consumers to leave the store more quickly. 
C)  can lead people to opt for a more expensive brand. 
D)  leads consumers to spend more time browsing. 
A)  makes consumers anxious. 
B)  leads consumers to leave the store more quickly. 
C)  can lead people to opt for a more expensive brand. 
D)  leads consumers to spend more time browsing. C

Question 2

Which of the following will result in an increased likelihood of taking action when dissatisfied?

Accepted Answer

A)  issue concerns an inexpensive product 
B)  consumer does not have a strong connection with the store 
C)  consumer is older 
D)  consumer is younger 
A)  issue concerns an inexpensive product 
B)  consumer does not have a strong connection with the store 
C)  consumer is older 
D)  consumer is younger C

Question 3

According to exchange theory, what "value" does a customer look for in a sales interaction with a salesperson?

Accepted Answer

One of the most important in-store factors is the salesperson, who attempts to influence the buying behaviour of the customer. This influence can be understood in terms of exchange theory, which stresses that every interaction involves an exchange of value; each participant gives something to the other and hopes to receive something in return.
What "value" does the customer look for in a sales interaction? There are a variety of resources a salesperson might offer. He or she might offer expertise about the product to make the shopper's choice easier. Alternatively, the customer may be reassured because the salesperson is an admired or likeable person whose tastes are similar to the customer's and who is therefore seen as someone to be trusted. In fact, a long stream of research attests to the impact of a salesperson's appearance on sales effectiveness. In sales, as in much of life, attractive people appear to hold the upper hand. In addition, it's not unusual for service personnel and customers to form fairly warm personal relationships; these have been called commercial friendships. Researchers have found that commercial friendships are similar to other friendships in that they can involve affection, intimacy, social support, loyalty, and reciprocal gift giving. They also work to support marketing objectives such as satisfaction, loyalty, and positive word of mouth.

Question 4

Kathy has decided to purchase a new Sony Home Theatre System with a 52" TV. She is at first uncertain what to do with the old 27" it is replacing. After some deliberation, she decides to keep it in case of emergency. This is an example of:

Accepted Answer

A)  disposal options. 
B)  familiarity withdrawal. 
C)  cognitive dissonance. 
D)  postpurchase evaluation. 
A)  disposal options. 
B)  familiarity withdrawal. 
C)  cognitive dissonance. 
D)  postpurchase evaluation.

Question 5

You have been hired by your university to implement a social marketing plan to encourage students, staff, and faculty on campus to recycle. What elements would be important to keep in mind while creating your marketing plan?

Accepted Answer

Students can draw from the studies in th

Question 6

Identity negotiation is the process by which the salesperson and the customer reach some agreement about the roles each will play during the sales interaction.

Accepted Answer

A) True 
 B)False

Question 7

Build-a-Bear, Michael's, and Beadniks are all examples of:

Accepted Answer

A)  activity stores. 
B)  impulse buying. 
C)  pretailing. 
D)  marketscape themes. 
A)  activity stores. 
B)  impulse buying. 
C)  pretailing. 
D)  marketscape themes.

Question 8

What is meant by the term "identity negotiation"?

Accepted Answer

A buyer/seller situation is like many ot

Question 9

Explain the concept of relationship marketing.

Accepted Answer

The concept of relationship marketing is

Question 10

Amy's primary motivation for shopping is to obtain instant status, an example of a hedonic reason for shopping.

Accepted Answer

A) True 
 B)False

Question 11

Bill is the manager of a busy Home Depot store that often has line-ups. What temporal factors should he be concerned with that might affect his customers' buying process?

Accepted Answer

Marketers have adopted a variety of "tri

Question 12

Jason works for the provincial government. The province is concerned because the receipts from sales tax are much lower than the projections, even though the projections of population, salaries, and unemployment have been right on target. Jason does a detailed study and finds that much of the below projection results of sales tax revenue is most likely due to:

Accepted Answer

A)  a general decrease in prices. 
B)  increased lateral cycling in an underground economy. 
C)  an increase in freecycling. 
D)  an increase in product quality. 
A)  a general decrease in prices. 
B)  increased lateral cycling in an underground economy. 
C)  an increase in freecycling. 
D)  an increase in product quality.

Question 13

A recently opened clothing store makes sure that every time a customer walks into the store, that customer is made to feel important by a customer service representative, regardless of whether the customer is intent on purchasing a product. Which reason for shopping is the store trying to appeal to?

Accepted Answer

A)  social experiences 
B)  sharing of common interests 
C)  interpersonal attraction 
D)  status 
A)  social experiences 
B)  sharing of common interests 
C)  interpersonal attraction 
D)  status

Question 14

Simtec believes in supplying the highest quality in engineering equipment and controls. To make sure that its products fit the needs of its consumers, it goes into the field to examine consumer needs and to see exactly how consumers use equipment to solve problems. With respect to TQM, Simtec is following a practice called going to the:

Accepted Answer

A)  mat. 
B)  gemba. 
C)  root of the problem. 
D)  experts. 
A)  mat. 
B)  gemba. 
C)  root of the problem. 
D)  experts.

Question 15

The Rainforest Café provides patrons with a dark atmosphere, surrounded by trees, sounds of the jungle, and animatronic animals. This is an example of using a ________ theme.

Accepted Answer

A)  marketscape 
B)  landscape 
C)  cyberspace 
D)  gestalt 
A)  marketscape 
B)  landscape 
C)  cyberspace 
D)  gestalt

Question 16

Wendy likes to purchase from a locally owned bagel shop a little ways from home, even though she would get a better deal at the chain store just down the road. Her shopping style can be termed:

Accepted Answer

A)  economic. 
B)  personalized. 
C)  apathetic. 
D)  ethical. 
A)  economic. 
B)  personalized. 
C)  apathetic. 
D)  ethical.

Question 17

Bilateral cycling is a process where already-purchased objects are sold to others or exchanged for other items.

Accepted Answer

A) True 
 B)False

Question 18

Salespeople have discovered that consumer traits are not important; all that is important are their product/service needs.

Accepted Answer

A) True 
 B)False

Question 19

Retailers concerned with a store's personality will design it with conscious attention to layout and utilization of space, and use of scents, sounds, and colours to evoke specific feelings and moods in buyers. The resulting combination of elements is known as:

Accepted Answer

A)  space technology. 
B)  fantasy theme. 
C)  atmospherics. 
D)  mood induction. 
A)  space technology. 
B)  fantasy theme. 
C)  atmospherics. 
D)  mood induction.

Question 20

When an unhappy consumer appeals to the retailer for a refund, this is termed:

Accepted Answer

A)  voice response. 
B)  preference response. 
C)  private response. 
D)  second-party response. 
A)  voice response. 
B)  preference response. 
C)  private response. 
D)  second-party response.

Research has shown that the mere presence of another consumer in a retail context (i.e., the presence of other unknown shoppers in the shopping aisle):

Which of the following will result in an increased likelihood of taking action when dissatisfied?

According to exchange theory, what "value" does a customer look for in a sales interaction with a salesperson?

Kathy has decided to purchase a new Sony Home Theatre System with a 52" TV. She is at first uncertain what to do with the old 27" it is replacing. After some deliberation, she decides to keep it in case of emergency. This is an example of:

You have been hired by your university to implement a social marketing plan to encourage students, staff, and faculty on campus to recycle. What elements would be important to keep in mind while creating your marketing plan?

Identity negotiation is the process by which the salesperson and the customer reach some agreement about the roles each will play during the sales interaction.

Build-a-Bear, Michael's, and Beadniks are all examples of:

What is meant by the term "identity negotiation"?

Explain the concept of relationship marketing.

Amy's primary motivation for shopping is to obtain instant status, an example of a hedonic reason for shopping.

Bill is the manager of a busy Home Depot store that often has line-ups. What temporal factors should he be concerned with that might affect his customers' buying process?

A recently opened clothing store makes sure that every time a customer walks into the store, that customer is made to feel important by a customer service representative, regardless of whether the customer is intent on purchasing a product. Which reason for shopping is the store trying to appeal to?

The Rainforest Café provides patrons with a dark atmosphere, surrounded by trees, sounds of the jungle, and animatronic animals. This is an example of using a ________ theme.

Wendy likes to purchase from a locally owned bagel shop a little ways from home, even though she would get a better deal at the chain store just down the road. Her shopping style can be termed:

Bilateral cycling is a process where already-purchased objects are sold to others or exchanged for other items.

Salespeople have discovered that consumer traits are not important; all that is important are their product/service needs.

Retailers concerned with a store's personality will design it with conscious attention to layout and utilization of space, and use of scents, sounds, and colours to evoke specific feelings and moods in buyers. The resulting combination of elements is known as:

When an unhappy consumer appeals to the retailer for a refund, this is termed:

An Introduction to Consumer Behaviour

Perception

Learning and Memory

Motivation and Affect

The Self

Personality, Lifestyles, and Values

Attitudes

Attitude Change and Interactive Communications

Individual Decision Making

Group Influence and Social Media

Income, Social Class, and Family Structure

Subcultures

Cultural Influences on Consumer Behaviour

The Creation and Diffusion of Culture

Filters

Exam 10: Buying and Disposing

Research has shown that the mere presence of another consumer in a retail context (i.e., the presence of other unknown shoppers in the shopping aisle):

Which of the following will result in an increased likelihood of taking action when dissatisfied?

According to exchange theory, what "value" does a customer look for in a sales interaction with a salesperson?

Kathy has decided to purchase a new Sony Home Theatre System with a 52" TV. She is at first uncertain what to do with the old 27" it is replacing. After some deliberation, she decides to keep it in case of emergency. This is an example of:

You have been hired by your university to implement a social marketing plan to encourage students, staff, and faculty on campus to recycle. What elements would be important to keep in mind while creating your marketing plan?

Identity negotiation is the process by which the salesperson and the customer reach some agreement about the roles each will play during the sales interaction.

Build-a-Bear, Michael's, and Beadniks are all examples of:

What is meant by the term "identity negotiation"?

Explain the concept of relationship marketing.

Amy's primary motivation for shopping is to obtain instant status, an example of a hedonic reason for shopping.

Bill is the manager of a busy Home Depot store that often has line-ups. What temporal factors should he be concerned with that might affect his customers' buying process?

The Rainforest Café provides patrons with a dark atmosphere, surrounded by trees, sounds of the jungle, and animatronic animals. This is an example of using a ________ theme.

Wendy likes to purchase from a locally owned bagel shop a little ways from home, even though she would get a better deal at the chain store just down the road. Her shopping style can be termed:

Bilateral cycling is a process where already-purchased objects are sold to others or exchanged for other items.

Salespeople have discovered that consumer traits are not important; all that is important are their product/service needs.

Retailers concerned with a store's personality will design it with conscious attention to layout and utilization of space, and use of scents, sounds, and colours to evoke specific feelings and moods in buyers. The resulting combination of elements is known as:

When an unhappy consumer appeals to the retailer for a refund, this is termed:

An Introduction to Consumer Behaviour

Perception

Learning and Memory

Motivation and Affect

The Self

Personality, Lifestyles, and Values

Attitudes

Attitude Change and Interactive Communications

Individual Decision Making

Group Influence and Social Media

Income, Social Class, and Family Structure

Subcultures

Cultural Influences on Consumer Behaviour

The Creation and Diffusion of Culture

Filters