Deck 10: Buying, Using, and Disposing

Question 1

In addition to simply liking things better, consumers in a good mood also:

A) attend more closely to specifics of the marketing messages
B) rely less on heuristic processing
C) process ads with less elaboration
D) suffer greater stress during the purchase decision
E) take longer to make up their minds

Answer 1

C

Question 2

Daniel is going through the checkouts at his local Maritime area Sobeys grocery store when he notices anew flavor of Trident gum. This is an example of a(n):

A) gratuitous purchases
B) impulse items
C) routine purchases
D) loss leaders
E) convenience items

Answer 2

B

Question 3

A garage sale is an example of what is called .

A) lateral recycling
B) loss recovering
C) the profit motive
D) casting away
E) renewing

Answer 3

A

Question 4

A freemeet is similar to a flea market, except:

A) Only pre- selected goods can be sold.
B) There is no price for admission.
C) People there are allowed to take home goods to try for a specified period.
D) No one exchanges money.
E) There is an auctioneer, who volunteers their time.

Question 5

Both salespeople and customers vary individually in their approaches to sales interactions, for example, in assertiveness, intimidation, knowledge of traits and preferences of people, etc. This variability is known as:

A) submissive analysis
B) interaction style
C) sales leadership
D) identity commitment
E) relationship marketing

Question 6

Innovative merchants have turned to retail theming to provide new ways to stimulate and encourage consumers during their shopping experience. Which of the following themes would be used if the retailer used a simulated outdoor environment to attract outdoor enthusiasts to the retail store?

A) cyberspace theme
B) landscape theme
C) mindscape theme
D) marketscape theme
E) hyperspace theme

Question 7

Mark expected that he was going to have to deal with a middle- aged man in a loud sport coat, and he was surprised when salesperson Melanie approached. He inferred that he would not have to be so tough negotiating with a woman of his own age. Almost immediately Melanie laughed at his low- bid offer for a silver 1987 Camaro. In the sales interaction, they had quickly reached a tacit agreement about the way each would behave during the sale, a process called:

A) source attractiveness
B) pre- purchase search
C) interaction dominance
D) identity negotiation
E) missionary selling

Question 8

A person's is an important factor in his antecedent state before putting himself into a purchasing environment.

A) shopping orientation
B) exposure to point- of- purchase stimuli
C) reflective potential
D) alternative markets
E) consumer satisfaction

Question 9

Frank only shops when he really has to, for example, when his fridge is empty. His shopping type is:

A) personalized
B) ethical
C) recreational
D) apathetic
E) economic

Question 10

The perception of time is different in different cultures. In what cultural perception of time is someone most likely to get paid by the hour?

A) occasion time
B) linear time
C) procedural time
D) circular time
E) fixed- interval time

Question 11

Shopping is an activity that can be performed for either utilitarian or reasons.

A) ethical
B) functional
C) moral
D) hedonic
E) tangible

Question 12

The presence of a large number of people can affect a consumer's attitude about a purchase, depending upon his or her interpretation of the group. If the consumer has a negative view of the reason for their close presence, then the psychological state of exists.

A) density
B) mass irritation phenomenon
C) crowding
D) packing
E) space deficit arousal

Question 13

With respect to the consumer behaviour model that has been presented in the text, the consist(s) of the shopping experience, point- of- purchase stimuli, and sales interactions.

A) purchase environment
B) postpurchase processes
C) usage contexts
D) cognitive processes
E) antecedent states

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 practice in TQM, Simtec is following a practice called .

A) going to the root of the problem
B) going to the knowledge base
C) going to the mat
D) going to the gemba
E) going to the experts

Question 15

When Ford of Canada sends out follow- up letters to recent vehicle purchasers, they are most likely trying to:

A) increase the value added
B) match competitors
C) get new customers
D) speed up the purchase cycle
E) reinforce purchase decisions

Question 16

Eventually Minnie buys a Hoover upright vacuum cleaner. On their way to the car, Adelaide is already reviewing what Minnie is going to say. Her mother always bought Hoovers, they must be good. Everybody says they are the most dependable brand. There were lots of signs about them in the store. But, Adelaide thinks, if this particular vacuum cleaner doesn't live up to her expectations, Minnie will be unfit to live with! Adelaide is expressing the principle behind:

A) expectancy/experience model
B) expectancy disconfirmation model
C) expectancy disbelief model
D) expectancy confirmation model
E) expectancy belief model

Question 17

Lea loves it when she goes to Bangkok, for she can shop for hours in the markets bargaining with the stall owners for good prices on a variety of goods. She shops for:

A) thrill of the chase
B) sharing common interests
C) social experiences
D) interpersonal attraction
E) instant status

Question 18

Before Alan resells items he owns, he takes pictures of them. Alan engages in which kind of divestment ritual?

A) separation rituals
B) iconic transfer rituals
C) transition- place rituals
D) unhoarding rituals
E) ritual cleansing

Question 19

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

A) apathetic
B) recreational
C) personalized
D) economic
E) ethical

Question 20

Which of the following is not considered to be a negative limitation of e- commerce?

A) inability to provide good postpurchase customer service
B) security
C) loss of trade secrets
D) selling of personal information
E) inability to sample products

Question 21

According to a recent survey of online customers, what was the number one characteristic (75 percent stated this reason) that made an e- commerce site successful?

A) The site allowed the consumer to use credit cards as well as personal checks.
B) The site contained a wide variety of merchandise.
C) The site utilized the concept of atmospherics in its design.
D) The site provided good customer service.
E) The site was easy to navigate.

Question 22

What do consumers most frequently look for in products?

A) price and warranty
B) price and style
C) quality and value
D) colour and style
E) quality and warranty

Question 23

Time (timing) affects consumers' receptiveness to marketing messages. Which of the following forms of time would be the worst one in which to present people with ads?

A) flow time
B) circular time
C) occasion time
D) leisure time
E) time to kill

Question 24

The steps that consumers practice to gradually distance themselves from things they treasure so that they can sell or recycle them are called .

A) tangential cycling
B) underground reinvestments
C) recycling instincts
D) arbitrage moderation
E) divestment rituals

Question 25

Again Rodney found it necessary to eat his lunch at his desk, while reading the financial report. This is an example of:

A) customary activity
B) habitual activity
C) indulgence activity
D) time activity
E) polychronic activity

Question 26

Customers want quality, but quality is hard to determine in many products. Which of the following cues are customers least likely to use to determine quality?

A) the time it takes to purchase the product
B) the brand personality of the product
C) the brand name of the product
D) the price of the product
E) how much money the company spent advertising the product

Question 27

Time affects consumer purchases. Another way of stating a factor based on time would be to call it a factor.

A) monetary
B) queuing
C) temporal
D) utilitarian
E) demand

Question 28

When a consumer expresses dissatisfaction about a product to friends, and/or boycotts the store. This is termed:

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

Question 29

John has just left a grocery store. When he got home he was asked by his wife how his trip was, to which he responded, "I really like that place". John's evaluation reflects:

A) the combination of his evaluation of specific store attributes and an overall evaluation of the store
B) a global analysis of the store
C) his prior experiences and expected outcomes
D) his evaluation of the store's average product prices and quality of salespeople
E) his evaluation of physical store characteristics

Question 30

Wynona was impulsive. Her friends accused her of being calculating, but she thought of herself as simply an analytical thinker. She wanted what she wanted and tomorrow could take care of itself. Which of the time metaphors would best capture Wynona's perspective of time?

A) Time as a Feast
B) Time as a Pressure Cooker
C) Time as a River
D) Time as a Map
E) Time as a Mirror

Question 31

The term "timestyle" refers to:

A) the length of time consumers require for making a product purchase
B) an individual's priorities in allocation of the use of his or her time
C) an individual's perception of the passage of time
D) the segmentation variable used to describe how much time consumers spent in pre- purchase search
E) the culture's view of values related to the use of time

Question 32

If Xerox inflates the time it will take for a service rep to visit, then has the rep arrive a day earlier, the customer will be suitably impressed. This is a technique which emphasizes the use of .

A) undermanaging
B) overinflating
C) managing expectations
D) bad estimation
E) overpromising

Question 33

One of the most important in- store factors is the salesperson. This influence can be understood in terms of , which stresses that each participant gives something to the other and hopes to receive something in return.

A) bartercation
B) interchange theory
C) gestalt theory
D) exchange theory
E) risk- aversion theory

Question 34

Which of the following product categories would have the strongest potential to be segmented by usage situations?

A) hard liquor
B) airline travel
C) toilet paper
D) furniture
E) video games

Question 35

How much time actually elapses on the clock differs from the way an individual perceives time passing. The individual's perception is called:

A) exponential time
B) psychological time
C) experiential time
D) elapsed time
E) physiological time

Question 36

In 1980, Tylenol faced a crisis-numerous customers died after ingesting their tablets. This was due to sabotage by cyanide poisoning. Like it or lump it, the consumer's saw this as a product failure in terms of quality and safety. The strategy should have been , first and foremost:

A) execute fresh public relations with Tylenol clearly presented as being the best
B) give away free samples to recover good will
C) reassure customers; safety is the first concern
D) batten down the hatches; it will blow over
E) protect the brand; make sure it is seen as sabotage

Question 37

According to one study, the two factors that are most likely to upset people's daily moods are:

A) a poor night's sleep and tight work deadlines
B) too much time on the computer and low tolerance for cleanliness
C) low household income and poor state of investments
D) a lot of needed home repairs and little job security
E) exposure to daily news items and inability to change the world

Question 38

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle, he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations?

A) planned buying
B) partially- planned buying
C) unplanned buying
D) demand- enhanced buying
E) impulse buying

Question 39

A recently opened clothing store makes sure that every time a consumer walks into the store they are 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?

A) sharing of common interests
B) instant status
C) social experiences
D) thrill of the chase
E) interpersonal attraction

Question 40

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:

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

Question 41

According to the expectancy disconfirmation model, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is already high. This is true, however, only if the expectation falls outside of the zone of .

A) alteration
B) accommodation
C) abandonment
D) the gemba
E) attachment

Question 42

At purchase decision time, one's situational self- image varies according to all of the following, EXCEPT:

A) ethnicity of the antecedent state
B) the context in which the product will be consumed
C) appropriateness of purchase to a particular usage situation
D) the role the consumer is playing by making the purchase
E) the consumer's reason for selecting a product or brand

Question 43

In terms of assessing the value of satisfied customers, which of the following statements is true?

A) High- level purchasers that are unsatisfied with a company will not refer customers, whereas unsatisfied low- level purchasers will still refer customers.
B) High- level purchasers are more likely than low- level purchasers to refer customers.
C) Low- level purchasers are more likely than high- level purchasers to refer customers.
D) Low- level purchasers can be equal to or more valuable than high- level purchasers because of their ability to refer valuable customers.
E) Low- level purchasers tend to refer low- level purchasers, while high- level purchasers tend to refer high- level purchasers.

Question 44

John wanted to create a theme in his coffee shop that allowed people to relax and work on their laptops. This strategy would likely appeal to which segment?

A) Achievers
B) Hedonists
C) Strivers
D) Minipreneurs
E) Generation Xers

Question 45

A consumer's physical and social environment affects his or her motives for product usage and how he or she evaluates products. The most important cue is .

A) the amount and type of consumers also present in the situation
B) outdoor signs such as billboards
C) product knowledge
D) elaborative networks
E) time of day

Question 46

An avid philatelist, Mel spends hours discussing the merits of various stamps with the owner of the local stamp store. His shopping motive is:

A) sharing common interests
B) social experiences
C) thrill of the chase
D) instant status
E) interpersonal attraction

Question 47

Jason works as a building engineer at a large hotel. The hotel management has been receiving complaints about the elevators. Guests think they have to wait too long for an elevator. Jason realizes that the elevator cannot be made any faster with the current technology of the hotel. What should he do?

A) He should put up notices by the elevators apologizing for the slow elevators.
B) Jason realizes that customers' reaction to waiting has a large psychological component, so he should put clocks with second hands by each elevator so that time would not be psychologically distorted.
C) Jason should add escalators so that people on lower floors can access their rooms faster and let those on higher floors use the elevators.
D) He should put up notices by the elevators at each floor reminding guests that the elevators were as fast as any in that market.
E) Jason should install mirrors in the elevator waiting areas so the guests would have their attention diverted.

Question 48

The psychological dimension of time or how it is experienced is an important factor in what mathematical study?

A) barometer analysis
B) polychromic activity
C) psycho- activities
D) temporal tasking
E) queuing

Question 49

Ethyl shops at a store where the sales clerk calls her by name and phones her when dresses, skirts, etc. arrive that she thinks will suit her. Ethyl's shopping type is:

A) recreational
B) economic
C) apathetic
D) ethical
E) personalized

Question 50

A study found that women who engage in extensive information search and comparison shopping were most likely to select which of the following metaphors to express their perspective of time?

A) Time as a Feast
B) Time as a River
C) Time as a Mirror
D) Time as a Map
E) Time as a Pressure Cooker

Question 51

A is defined by factors beyond characteristics of the person and of the product that influence the buying and/or using of products and services.

A) consumption situation
B) postpurchase process
C) situational self- image
D) psychological situation
E) purchase environment

Question 52

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

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

Question 53

Those persons or groups whose mere presence or absence can significantly influence a consumer's decision on what to buy are known as:

A) co- consumers
B) co- opters
C) co- variables
D) co- sponsors
E) co- situational influencers

Question 54

In terms of customer complaints, marketers should:

A) ignore silly ones and focus on important ones
B) encourage them
C) put them in a file and deal with them when they have time
D) handle them through email
E) challenge customers to prove that they were wronged

Question 55

Lisa is an individual that really enjoys time to herself when she has the opportunity. This characteristic is reflective of which dimension of time?

A) Planning Orientation Dimension
B) Temporal Orientation Dimension
C) Social Dimension
D) Polychronic Orientation Dimension
E) Flow Dimension

Question 56

Linear separable time refers to the perspective that:

A) events have no particular order but are distinct from one another in time
B) events proceed in an orderly fashion and different times are well defined
C) people and events are governed by natural cycles, such as the regular occurrence of the seasons
D) events are universally ordered in time across cultures
E) events proceed in an orderly fashion but blur together along a time line

Question 57

Phyllis has limited resources. She hunts for bargains. Her shopping type can be described as:

A) recreational
B) economic
C) ethical
D) personalized
E) apathetic

Question 58

The day reconstruction method requires a respondent to .

A) try to remember what he or she did a month ago on the same day of the week.
B) write down all expenses for necessities on specified days.
C) dispose of any unused product during a specified period of time.
D) keep a diary of everything he or she did during the day.
E) keep a record of everything he or she recycled.

Question 59

What is the primary purpose of a point- of- purchase stimuli?

A) to increase the sense of "fun" that customers can experience while shopping
B) to change the atmospherics of a store
C) to strengthen brand associations
D) to put a product into the customers' evoked set
E) to increase the likelihood of impulse buying

Question 60

Anthony is an anticonsumerist that rummages through supermarket and restaurant trash for food. Anthony would be considered a:

A) professional organizer
B) waste- saver
C) cycler
D) rummager
E) freegan

Question 61

Sometimes it is hard to tell how much a hotel or motel room will cost by simply looking at it, and most rooms have the standard amenities. As one traveler observed, "They all look alike in the dark." Surroundings and amenities being equal, many travelers will still select a hotel or motel with a higher price. If the traveler is not buying physical surroundings, what situational effects are most likely in play?

A) The situation emphasizes the true random nature of the service industry.
B) The traveler is emphasizing their shopping orientation
C) The traveler is emphasizing the consumption situation.
D) The traveler is emphasizing the social surroundings and those who are likely to be their co- consumers.
E) The situation emphasizes the importance of time poverty in travel.

Question 62

Anthony has purchased a rush ticket for a Montreal Canadiens hockey game. He arrives at his section (standing room only), and finds 100 people standing in a spot made for half that number. However, he is just happy to have been able to get into the arena. According to the text, this is most likely an example of:

A) exchange
B) reasonableness
C) crowding
D) dissonance
E) density

Question 63

What is the perspective called which views time as a resource that must be divided among our various activities:

A) economic time
B) psychological time
C) divisional time
D) time poverty
E) associational time

Question 64

Which of the following age cohorts are most likely to save items they buy?

A) generation Xers
B) teens
C) mature market
D) children
E) the echo boom

Question 65

When the dry cleaning company lost Marie's skirt, she could get no satisfaction from the owner. When she took her complaint to the Better Business Bureau she was acting on her dissatisfaction with a .

Question 66

The top five limitations of E- commerce for the marketer are .

Question 67

To Mark, Melanie had several things going for her as a salesperson to Mark: her age and her appearance, but mostly her enthusiasm convinced Mark that this was the right car for him, at her price. Her manner of handling the sale is called her .

Question 68

The two couples checked out the restaurant's menu prior to entering. They had all decided the seafood chowder would be great for lunch. They were upset to find out that the restaurant had run out of this item. Customer dissatisfaction occurs when companies fail to
.

Question 69

The top four benefits for the consumer of E- commerce are .

Question 70

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" TV it is replacing. After some deliberation, she decides to keep it in case of emergency. Kathy is exercising:

A) lateral cycling
B) familiarity withdrawal
C) cognitive dissonance
D) postpurchase evaluation
E) disposal options

Question 71

is a store's "personality," composed of such attributes as location, merchandise suitability and knowledge and congeniality of the sales staff.

Question 72

Which of the following is not a lower- order goal for people that recycle?

A) saving the environment
B) reducing waste
C) providing for future generations
D) avoiding filling up landfills
E) reusing materials

Question 73

Two dimensions of emotional states determine if a shopper will react positively or negatively to a consumption environment. These two dimensions are best described as being:

A) avoidance and satisfaction
B) deal making and arousal
C) arousal and satisfaction
D) pleasure and arousal
E) pleasure and pain

Question 74

A consumer's subjective experience of a consumer environment tends to be more intense in the presence of a large number of people. If their presence is interpreted negatively, the consumer is experiencing the psychological state of .

Question 75

Michelle is taking her potential mother- in- law to lunch. She takes her to the best restaurant in town and chooses a vintage wine to go with the meal. Her behaviour is determined by her .

Question 76

It has been noticed that there seems to be an increase in the phenomenon of people doing more than one thing at a time, for example, reading while eating. This phenomenon is termed .

Question 77

It is 4 pm on Christmas Eve, and as usual Darryl is rushing through the West Edmonton Mall to pick up gifts for his family and friends. Of course, he does not have much time for price comparisons at this late stage. In terms of the text, this would be viewed as a/an:

A) antecent state
B) prepurchase anxiety
C) interpretive orientation
D) dynamic interaction
E) expectancy model

Question 78

A clear sense of past, present, and future, typical of Western cultures such as Canada, is what kind of time _ .

Question 79

Devlin was so upset when the insurance company did not compensate him enough for the fire damage he went to the press. What course of action is Devlin taking with his response?

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

Question 80

The term used to describe selling previously- purchased items or trading them for other items is _ .