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Exam 5: Consumer Behavior

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Question 21

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Joanna lives according to her own rules,unconcerned about designer labels,brand names and luxury items.Joanna is at what level in Maslow's Hierarchy of Needs?

A) Self-actualization
B) Safety
C) Love
D) Esteem
E) Physiological

F) A) and B)
G) A) and C)

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Question 22

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The consumer buying process begins when:

A) a consumer enters a store.
B) consumers' functional needs are greater than their psychological needs.
C) a consumer's performance risk is minimized.
D) a consumer recognizes an unsatisfied need.
E) learning follows perception.

F) C) and D)
G) B) and C)

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Question 23

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Reginald greets his regular customers by name every morning when they come in for coffee.He offers them a taste of anything special he is cooking that day.He has a database with their birthdays,and offers them free meals on their birthdays.Reginald hopes that this attention to his "regulars" will encourage them to:

Jordana is a travel agent.Whenever she sells an expensive vacation package,she encourages the customer to buy travel insurance,which provides reimbursement in case of trip cancellation due to illness or another emergency.Jordana is trying to reduce her customers'__________ risk.

Darrell sells custom cabinets for upscale residential homes.Darrell hopes that satisfied customers will create word of mouth referrals for him.To make it more likely that his customers are satisfied,Darrell could do any of the following EXCEPT:

Situational factors sometimes override psychological and social factors in the consumer decision process.

A home security company will advertise the need for home surveillance products to appeal to which level of Maslow's Hierarchy of Needs?

For specialty goods like Rolex watches or Ferrari automobiles,marketers often use ________________ to influence consumers' purchase decisions.

When Glen is thirsty,he always buys a Coke.Like many consumers,Glen engages in considerable alternative evaluation when buying habitual products like his Coke.

There are approximately 1 billion people living in India.Only about 200 million of these people earn more than the equivalent of $1000 per year.According to Maslow's Hierarchy,most of the other 800 million Indian consumers are primarily addressing their _____________ needs.

The greater the discrepancy between a consumer's needy state and the desired state,the greater:

Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.

Most "big box" retailers regularly move products from one aisle to another.They also put personal care products in the pharmacy area,many aisles away from the grocery products.They do this because consumers who spend more time walking through the store are likely to make:

Marketers particularly want their brands and products to be in consumers'__________ sets.

When Roger decides which airline to use to fly from Baltimore to San Diego,he considers the price,number of stops,and frequent flyer miles he will earn.All three factors are equally important to him.Is Roger using a compensatory or non-compensatory decision rule? Explain your reasoning.

Many teenagers,both male and female,have clothes they purchased in the past that they "would not be caught dead in" today.When they occasionally see those clothes hanging in the back of their closet,these teenagers probably feel:

Setting unrealistically high consumer expectation often leads to:

After freshman year,Veronica wants to decide on a major.What internal and external sources of information will she use in help her in making a decision?

Most firms maintain customer complaint services online,in the store,or over the telephone.Firms attempt to respond quickly to complaints,hoping to:

Marketers love consumers who engage in _________________,buying their company's product with little thought or consideration of alternatives.