Quiz 3: Understanding Customer Behaviour
Business
Q 1Q 1
Which of the following is a prerequisite of successful marketing?
A)Excellent product design
B)In depth knowledge of customers
C)In depth knowledge of legislation
D)Brilliant salespeople
Free
Multiple Choice
B
Q 2Q 2
Which of the following are "Industrial Goods"?
A)Raw Materials, Financial Products and Plant & Machinery Goods
B)Fast Moving Consumer Goods and Raw Materials
C)Raw Materials and Components
D)Capital Goods, Raw Materials and Components
Free
Multiple Choice
D
Q 3Q 3
Which of the following is not an example of a reseller?
A)Online retailers
B)Supermarkets
C)Suppliers
D)Department stores
Free
Multiple Choice
C
Q 4Q 4
The "government market" consists of which of the following?
A)National Government
B)Local Government & Government Agencies
C)National Government, Local Authorities & Government agencies
D)Local Authorities
Free
Multiple Choice
Q 5Q 5
In organizational or business-to-business (B2B) purchasing, there are three major types of buyer: the industrial market, the reseller market and the _______ market.
A)government
B)consumer
C)international
D)global
Free
Multiple Choice
Q 6Q 6
In order to understand customers, five key questions need to be answered: how do they buy; what are their _______ criteria; where do they buy; when do they buy and who is important?
A)social
B)economic
C)choice
D)limited
Free
Multiple Choice
Q 7Q 7
Which of the following is not one of the five roles in the decision making process?
A)Arranger
B)Agent
C)Adjudicator
D)All of the above
Free
Multiple Choice
Q 8Q 8
Which of the following is one of the five roles in the decision making process?
A)Influencer
B)Identifier
C)Individual
D)All of the above
Free
Multiple Choice
Q 9Q 9
Which of the following describes the five roles in the decision making process?
A)Initiator, User, Buyer, Individual and Adjudicator
B)Initiator, Adjudicator, User, Buyer and Decider
C)Buyer, Decider, User, Influencer and Initiator
D)Buyer, User, Identifier, Decider and Initiator
Free
Multiple Choice
Q 10Q 10
The "buyer" refers to which of the following?
A)The person who conducts the transaction
B)The consumer of the product/ service
C)The person who makes the final decision
D)The person who pays and consumes the product/ service
Free
Multiple Choice
Q 11Q 11
The person who begins the process of considering a purchase is known as which of the following?
A)User
B)Identifier
C)Buyer
D)Initiator
Free
Multiple Choice
Q 12Q 12
The individual with the power and/ or financial authority to make the ultimate choice regarding which product to buy is known as which of the following?
A)Decider
B)Manager
C)User
D)Buyer
Free
Multiple Choice
Q 13Q 13
The person who attempts to persuade others in the group concerning the outcome of the decision is known as which of the following?
A)User
B)Influencer
C)Adjudicator
D)Initiator
Free
Multiple Choice
Q 14Q 14
The roles played by different household members in decision making vary with the type of product under consideration and the _______ of the buying process.
A)extent
B)stage
C)value
D)role
Free
Multiple Choice
Q 15Q 15
"DMU" stands for which of the following?
A)Design Manufactured Unit
B)Decision Making Unit
C)Defined Marketing Utility
D)Detailed Marketing Understanding
Free
Multiple Choice
Q 16Q 16
"DMU" refers to which of the following?
A)Where most organizational buying tends to involve more than one individual and is often in the hands of a buying centre
B)Where most consumer decisions involve one individual, or unit
C)Where consumers buy according to a decision tree, weighing up the pros and cons of every product under consideration
D)Where purchasing departments of organizations are sometimes referred to as DMU departments
Free
Multiple Choice
Q 17Q 17
People who may allow or prevent access to a key DMU member are referred to as which of the following?
A)Power Holders
B)Influencers
C)Gatekeepers
D)Controllers
Free
Multiple Choice
Q 18Q 18
An identification of the roles played within the buying centre is a prerequisite for:
A)Setting prices
B)Creating product packages
C)Targeting persuasive communications
D)Beating competitors' product offerings
Free
Multiple Choice
Q 19Q 19
Which of the following is more common when a household consists of two income earners?
A)Slower decision making
B)Faster decision making
C)Individual decision making
D)Joint decision making
Free
Multiple Choice
Q 20Q 20
Organizational buying is typically:
A)Less complex because it is more structured
B)More complex and may involve more stages
C)Less complex and rational than the consumer decision making process
D)None of the above
Free
Multiple Choice
Q 21Q 21
Which of the following is part of the consumer decision-making process?
A)Analysis of proposals
B)Evaluation of alternatives
C)Information evaluation
D)Determination of specification
Free
Multiple Choice
Q 22Q 22
Which of the following is part of the organizational decision-making process?
A)Selection of order routine
B)Choosing the mode of transportation
C)Post-purchase evaluation
D)None of the above
Free
Multiple Choice
Q 23Q 23
Need recognition may occur as a result of which of the following?
A)Emotional or psychological need
B)Routine depletion
C)Unexpected event
D)All of the above
Free
Multiple Choice
Q 24Q 24
Marketing managers should be aware that needs may arise because of _______. This means that their activities, such as developing advertising campaigns and training salespeople to sell product benefits may act as cues to need arousal.
A)simulation
B)stimulation
C)reputation
D)speculation
Free
Multiple Choice
Q 25Q 25
The existence of a need may not activate the decision-making process in all cases because of which of the following;
A)Apathy factors
B)Need inhibitors
C)Laziness
D)Affordability issues
Free
Multiple Choice
Q 26Q 26
Why may consumers often engage in exploratory consumer behaviour such as being early adopters of new products?
A)Offer a change of pace
B)Offer relief from boredom
C)Satisfy a thirst for knowledge and the urge of curiosity
D)All of the above
Free
Multiple Choice
Q 27Q 27
The term lifestyle refers to a person's _______ interests and opinions.
A)activities
B)attitudes
C)age
D)actions
Free
Multiple Choice
Q 28Q 28
In a consumer situation, the search may be internal or external. Internal search involves which of the following?
A)Asking friends, and peers about a product/service
B)Involves a review of relevant information from memory
C)Finding out about a product/service through salespeople
D)Asking immediate family about a product
Free
Multiple Choice
Q 29Q 29
Which of the following is an example of an external search a consumer may conduct?
A)Considering personal preferences
B)Relying on memory
C)Reviewing past personal experiences
D)Advertisements
Free
Multiple Choice
Q 30Q 30
The objective of information search is which of the following?
A)To select the most appropriate retailer or distributor who stocks the desired item
B)To compare prices, in order to help select products/ services that are good value for money given the performance characteristics of the product
C)To build up the awareness set, a selection of brands that may provide a solution to the problem
D)To clarify which features are needed in the product/ service required
Free
Multiple Choice
Q 31Q 31
The degree of perceived relevance and personal importance accompanying the brand choice is called which of the following?
A)Involvement
B)Risk factor
C)Selection
D)Choice criteria
Free
Multiple Choice
Q 32Q 32
What is meant by the term the "evoked set"?
A)The evoked set is the list of options that have been disregarded in the consumer decision process
B)The evoked set is the complete list of options before the screening process
C)The evoked set is a short list of options for careful evaluation
D)The evoked set is the list of options compiled by a retail salesperson, during the personal sales presentation
Free
Multiple Choice
Q 33Q 33
Which of the following is a typical high involvement purchase?
A)Purchasing a newspaper
B)Purchasing a ready- to- go meal
C)Purchasing a holiday
D)Purchasing a soft drink
Free
Multiple Choice
Q 34Q 34
Which of the following is a factor that affects the level of involvement?
A)Cultural factors
B)Perceived risk
C)Family influences
D)Subcultural influences
Free
Multiple Choice
Q 35Q 35
A hedonic influence refers to which of the following?
A)When there are risks of potential negative consequences occurring
B)When the purchase of the product will affect the status or image of purchaser
C)When social acceptance is dependent upon making a correct choice
D)When the purchase is capable of providing a high degree of pleasure
Free
Multiple Choice
Q 36Q 36
Which of the following is not a purchase that will affect one's self image?
A)Cosmetic surgery
B)Clothing
C)Perfumes
D)Diet soft drinks
Free
Multiple Choice
Q 37Q 37
Why is the distinction between high involvement and low involvement situations important?
A)Because similar marketing strategies can be employed for both types of situations
B)Because it provides an useful insight into how consumers purchase
C)Because it determines the pricing strategies for different market segments and different types of products
D)Because the variations in how consumers evaluate products and brands lead to contrasting marketing implications
Free
Multiple Choice
Q 38Q 38
Which is more important in a low involvement situation?
A)Providing highly detailed information about the consequences of buying the brand to encourage trial
B)Providing positive reinforcement to gain trial may be more important than providing masses of information about the consequences of buying the brand
C)Providing information that this is a low cost item and represents value for money
D)None of the above
Free
Multiple Choice
Q 39Q 39
What is "cognitive dissonance"?
A)When customers experience some post-purchase concerns
B)When customers experience information overload prior to purchase
C)When customers feel that the risk of purchase is too great
D)When customers receive conflicting information about a product/service from a variety of sources
Free
Multiple Choice
Q 40Q 40
When is dissonance likely to increase?
A)When the expense is quite large, the decision is irrevocable and difficult
B)When it is a low involvement purchase
C)When there are too many sources of information on a product/service
D)When past purchase experiences of the product/service have been positive
Free
Multiple Choice
Q 41Q 41
The various attributes (and benefits) a customer uses when evaluating products and services are called?
A)Price points
B)Unmet needs
C)Choice criteria
D)Purchase criteria
Free
Multiple Choice
Q 42Q 42
_______ criteria provide the grounds for deciding to purchase one brand or another.
A)Choice
B)Unmet
C)Latent
D)Loaded
Free
Multiple Choice
Q 43Q 43
Four types of choice criteria are used when evaluating alternatives: technical, economic, social and _______.
A)cultural
B)personal
C)group
D)market
Free
Multiple Choice
Q 44Q 44
Economic criteria are concerned with which of the following?
A)Running Costs
B)Residual Values
C)Prices
D)All of the above
Free
Multiple Choice
Q 45Q 45
Criteria that are related to the performance of the product or service and include reliability, durability, comfort and convenience are called which of the following?
A)Technical criteria
B)Personal criteria
C)Quality criteria
D)Product criteria
Free
Multiple Choice
Q 46Q 46
Which of the following is not an example of social choice criteria?
A)Convention
B)Social Belonging
C)Risk Reduction
D)Fashion
Free
Multiple Choice
Q 47Q 47
Which of the following is not an example of personal choice criteria?
A)Emotions
B)Status
C)Morals
D)Self-Image
Free
Multiple Choice
Q 48Q 48
Extended problem solving is usually associated with:
A)The alternatives being differentiated and numerous
B)Having an adequate amount of time available for deliberation
C)The purchase having a high degree of involvement
D)All of the above
Free
Multiple Choice
Q 49Q 49
During an extended problem solving buying situation, which of the following is true?
A)The potential for cognitive dissonance is weakest in this buying situation
B)The potential for cognitive dissonance is greatest in this buying situation
C)The potential for cognitive choice is greatest in this buying situation
D)The potential for cognitive choice is weakest in this buying situation
Free
Multiple Choice
Q 50Q 50
Extended problem solving is usually associated with which of the following:
A)Alternatives are not differentiated
B)Less time for deliberation
C)Low degree of involvement
D)None of the above
Free
Multiple Choice
Q 51Q 51
During an extended problem solving buying situation, marketers can help by providing which of the following?
A)Discounts
B)Greater choice and options
C)Price reductions
D)Information rich communications
Free
Multiple Choice
Q 52Q 52
When a consumer repeat buys the same product with little or no evaluation of alternatives it is called which of the following?
A)Limited problem solving
B)Habitual problem solving
C)Extended problem solving
D)Regular problem solving
Free
Multiple Choice
Q 53Q 53
Information processing refers to which of the following?
A)Information processing refers to the process by which product alternatives are compared by an individual's choice criteria
B)Information processing refers to the process by which a stimulus is received, interpreted, stored in the memory and later retrieved
C)Information processing refers to the process by which people interpret a company's marketing communications activities during a purchase decision
D)All of the above
Free
Multiple Choice
Q 54Q 54
The complex process by which people select, organize and interpret sensory stimulation into a meaningful picture of the world is called which of the following?
A)Behaviour
B)Attitudes and beliefs
C)Learning
D)Perception
Free
Multiple Choice
Q 55Q 55
Which of the following is not a process that may be used to sort out the masses of stimuli which could be perceived, into a manageable amount?
A)Selective interpretation
B)Selective attention
C)Selective distortion
D)Selective retention
Free
Multiple Choice
Q 56Q 56
Selective retention refers to which of the following?
A)Refers to the fact that only a selection of messages may be retained in the memory
B)Refers to the fact that people change the information they receive according to their existing beliefs and attitudes
C)Refers to the fact that people screen out those stimuli that are not meaningful to us nor consistent with our experiences and beliefs
D)Refers to the fact that people only remember products that they had positive experiences and had positive attitudes towards its marketing communications efforts
Free
Multiple Choice
Q 57Q 57
Learning that involves the learning of knowledge and development of beliefs and attitudes without direct reinforcement, is called which of the following?
A)Classic Conditioning
B)Cognitive Learning
C)Operant Conditioning
D)Attitudinal Learning
Free
Multiple Choice
Q 58Q 58
Operant conditioning occurs as a result of which of the following?
A)Offering free samples of a product
B)Large advertising campaigns
C)Reducing prices
D)Offering extra warranties
Free
Multiple Choice
Q 59Q 59
An understanding of motivation lies in the relationship between which of the following?
A)Needs, drives and goals
B)Attitudes, beliefs and motives
C)Learning, experience and desires
D)Personality, attitudes and age
Free
Multiple Choice
Q 60Q 60
Which of the following is one of the five categories of motives as proposed by Maslow?
A)Physiological
B)Psychological
C)Professional
D)Self promotion
Free
Multiple Choice
Q 61Q 61
The desire for self-fulfilment in achieving what one is capable of for one's own sake is referred to as which of the following?
A)Satisfaction
B)Self Achievement
C)Self Actualization
D)Self Completion
Free
Multiple Choice
Q 62Q 62
An attitude is which of the following?
A)A personality type, which influences consumer behaviour
B)A pattern of living
C)An overall favourable or unfavourable evaluation of a product or service
D)All of the above
Free
Multiple Choice
Q 63Q 63
The process that groups consumers according to their beliefs, activities, values and demographic characteristics such as education and income is called which of the following?
A)Demographics
B)Psychographics
C)Profiling
D)Categorization
Free
Multiple Choice
Q 64Q 64
Why is lifestyle analysis important for marketers?
A)Because a company can decide on effective pricing policies and achieve profit maximization
B)Because a company can offer extra features which particular lifestyle groups value and are willing to pay for
C)Because a company may choose to target a particular lifestyle group with a product offering, and use advertising which is in line with the values and beliefs of this group
D)Because a company needs to identify potential consumers which they can target in future with their marketing communications efforts
Free
Multiple Choice
Q 65Q 65
A person's life cycle stage is of particular relevance to marketers:
A)Since disposable income and purchase requirements may vary according to life cycle stage
B)Since people's needs vary considerably according to life cycle stage
C)Since people's life cycle stage affects their attitudes and beliefs
D)Since behaviours, motivations and personalities may vary according to life cycle stage
Free
Multiple Choice
Q 66Q 66
Culture refers to which of the following?
A)Culture refers to the beliefs a country's society may hold, due to their religion and past history
B)Culture refers to inherent differences that occur naturally between countries based on their historical context
C)Culture refers to the traditions, taboos, values and basic attitudes of the whole society within which an individual lives
D)All of the above
Free
Multiple Choice
Q 67Q 67
Which of the following is a noticeable trend that is affecting cultures?
A)Segmentation
B)Internalization
C)Internationalization
D)Segregation
Free
Multiple Choice
Q 68Q 68
Why has the use of social class to explain differences in consumer behaviour been criticised?
A)Because it is difficult to categorize individuals into succinct social class categories
B)Social class categories are seen as an antiquated measure and are not an accurate measure of the differences that exist in consumer spending patterns
C)Social class categories do not reflect changes in modern society
D)Social class categories may not relate to differences in disposable income
Free
Multiple Choice
Q 69Q 69
The occupational grade "1" category identified by NSSEC refers to which of the following?
A)Semi-routine occupations
B)Intermediate occupations
C)Lower supervisory and technical occupations
D)Higher managerial and professional occupations
Free
Multiple Choice
Q 70Q 70
The occupational grade "3" category identified by NSSEC refers to which of the following?
A)Routine occupations
B)Intermediate occupations
C)Lower supervisory and technical occupations
D)None of the above
Free
Multiple Choice
Q 71Q 71
A "reference group" refers to which of the following?
A)A "reference group" refers to an individual's friends, family, relatives and peers
B)A "reference group" refers to a group that is used to indicate a group of people that influences an individual's attitude or behaviour
C)A "reference group" refers to a group that an individual uses to compare his or her own social standing in society
D)All of the above
Free
Multiple Choice
Q 72Q 72
Under which of the following circumstances may a reference group affect a consumer's decision-making process?
A)A conspicuous purchase
B)An inconspicuous purchase
C)An expensive purchase
D)An inexpensive purchase
Free
Multiple Choice
Q 73Q 73
What is meant by the term "derived demand"?
A)All demand in organizational markets is ultimately derived by the demand for consumer goods
B)Demand is derived by the level of consumer interest, a consumer's intention to purchase and their available capital
C)Where demand in consumer markets is ultimately derived by the level of demand in organizational markets
D)Demand is derived by the level of organizational interest, organizations intention to purchase and their available capital
Free
Multiple Choice
Q 74Q 74
The acronym "MRO" in organizational buying refers to which of the following?
A)Marketing, Rival, Organizations
B)Management, Retainer, Ordinance
C)Maintenance, Repairs & Operations
D)Materials, Resources & Output
Free
Multiple Choice
Q 75Q 75
Which of the following factors influence organizational buying and a firm's choice criteria?
A)The importance of purchase
B)The buy class
C)The product type
D)All of the above
Free
Multiple Choice
Q 76Q 76
Modified re-buys often involve engineers, production managers and purchasing officers but not senior management, except when which of the following occurs?
A)Except when there is a decision making unit (DMU) in operation
B)Except when there is management autocracy present
C)Except when the product is critical to the company
D)All of the above
Free
Multiple Choice
Q 77Q 77
The concept that aims to minimise stocks by organizing a supply system which provides materials and components as they are required, is called which of the following?
A)Six Sigma Manufacturing
B)WCM (World Class Manufacturing)
C)TQM (Total Quality Management)
D)JIT ( Just in Time)
Free
Multiple Choice
Q 78Q 78
"Vertical Electronic Marketplaces" refers to which of the following?
A)Electronic marketplaces which cross industry boundaries (e.g. supply stationary needs)
B)Electronic marketplaces which are industry specific (e.g. car industry)
C)Electronic marketplaces which include existing suppliers and potential suppliers
D)Electronic marketplaces which include only existing suppliers
Free
Multiple Choice
Q 79Q 79
Two main categories of marketplaces or exchanges have been created due to the growth in the use of the Internet: vertical electronic marketplaces which are industry specific and _______ electronic marketplaces which cross industry boundaries and cater for supplies such as maintenance, repair and operation (MRO) or services.
A)cross
B)horizontal
C)inter
D)intra
Free
Multiple Choice
Q 80Q 80
The process whereby the buyer attempts to persuade the supplier to provide exactly what the organization wants is called which of the following?
A)Reverse Marketing
B)Horizontal Marketing
C)Proactive Marketing
D)Involvement Marketing
Free
Multiple Choice
Q 81Q 81
In a B2B context, leasing is common. Which of the following are advantages of leasing for the customer?
A)Avoids the need to pay the cash price
B)Is a hedge against fast product obsolescence
C)Has tax advantages
D)All of the above
Free
Multiple Choice
Q 82Q 82
Where several operating units within an organization have common requirements and where there is an opportunity to strengthen a negotiating position by bulk buying, _______ purchasing is an attractive option.
A)standardized
B)decentralized
C)centralized
D)globalized
Free
Multiple Choice
Q 83Q 83
Relationship marketing refers to which of the following?
A)Concerns the renewed focus on the acquisition of new customers and the subsequent management of relationships with the new customers
B)Concerns the shifting from activities of attracting customers to activities concerned with current customers and how to retain them
C)Concerns the management of relationships with all the external facilitators (e.g. suppliers, partners etc.) that help delivery of the product/ service to the final consumer
D)Concerns initiatives to improve the relations between internal departments of an organization, in order to make the whole organization more customer focused
Free
Multiple Choice
Q 84Q 84
Relationship marketing is characterised by which of the following?
A)Trust between parties
B)Long term commitment to the relationship
C)That there is mutually rewarding connection between the parties involved
D)All of the above
Free
Multiple Choice
Q 85Q 85
Organizational products can be classified according to four types: materials, _______, plant and equipment and maintenance, repair and operation (MRO).
A)components
B)construction
C)criteria
D)tasks
Free
Multiple Choice
Q 86Q 86
A buying situation where a company has little or no knowledge of the product they wish to purchase is:
A)Modified rebuy
B)New task
C)Straight rebuy
D)None of the above
Free
Multiple Choice
Q 87Q 87
Organizational buying is characterised by which of the following?
A)By the nature and size of the organization, the level of buying and demand, derived demand, and the use of relationship marketing
B)By the nature and size of customers, complexity of buying, derived demand, negotiation and reciprocal buying
C)By the type and scale of industry, the importance of purchase, the level of risk associated, derived demand, and relationship marketing
D)All of the above
Free
Multiple Choice
Q 88Q 88
Which of the following is a typical example of a gatekeeper?
A)A company secretary
B)A company engineer
C)Purchasing manager
D)Operations manager
Free
Multiple Choice
Q 89Q 89
Which of the following in buying situations requires the most extensive decision-making and is usually the most time consuming?
A)New Task
B)Straight Rebuy
C)Modified Rebuy
D)Situational Rebuy
Free
Multiple Choice
Q 90Q 90
Learning through the use of rewards to generate reinforcement of rewards is called which of the following?
A)Classical Conditioning
B)Cognitive Learning
C)Affective Learning
D)Operant Conditioning
Free
Multiple Choice
Q 91Q 91
A "buying centre" is also known as which of the following?
A)The buyer
B)The purchasing department
C)Decision making unit
D)Procurement specialists
Free
Multiple Choice
Q 92Q 92
Which of the following is not a characteristic of organizational buying behaviour?
A)Purchase decisions are complex and risky
B)Customers are small and order large sizes
C)Negotiations occur between buyer and seller
D)All of the above are characteristics of organizational buying behaviour
Free
Multiple Choice
Q 93Q 93
The process of creating, maintaining and enhancing strong relationships with customers and other stakeholders is termed as which of the following?
A)Reverse Marketing
B)Reciprocal Buying
C)Relationship Marketing
D)Stakeholder Management
Free
Multiple Choice
Q 94Q 94
The individual with the power and/or financial authority to make the ultimate choice regarding which product to buy is known as the decider.
Free
True False
Q 95Q 95
Organizational buying is characterised by the type and scale of industry, the importance of purchase, the level of risk associated, derived demand, and relationship marketing.
Free
True False
Free
True False
Q 97Q 97
The five roles in the decision making process are; the Buyer, the User, the Identifier, the Decider and the Initiator.
Free
True False
Q 98Q 98
Providing highly detailed information about the consequences of buying the brand to encourage trial is more important in a low involvement buying situation.
Free
True False
Q 99Q 99
Culture refers to the traditions, taboos, values and basic attitudes of the whole society within which an individual lives.
Free
True False
Free
True False
Q 101Q 101
Information processing refers to the process by which product alternatives are compared by an individual's choice criteria.
Free
True False
Free
True False
Q 103Q 103
Psychographics is the process that groups consumers according to their beliefs, activities, values and demographic characteristics such as education and income.
Free
True False