Test Bank Docx Chapter.2 Understanding Customer Behaviour 2e

Chapter 2: Understanding customer behaviour

Test Bank

Type: multiple choice question

Title: Chapter 02 Question 01

1) _______________ is the cognitive impression that is formed of ‘reality’ which in turn influences the individual’s actions and behaviour toward that object.

a. Perception

b. Learning

c. Opinion

d. Memory

Type: multiple choice question

Title: Chapter 02 Question 02

2) From the theory of _____________, we know that how we intend to behave is not always how we actually behave, because this is affected by our attitudes towards the behaviour in question, a subjective norm (how we think others perceive that behaviour), and our own perceptions of how we can control our behaviour.

a. planned behaviour

b. motivation

c. operant conditioning

d. cognitive dissonance

Type: multiple choice question

Title: Chapter 02 Question 03

3) In marketing, the term ____________ refers to a system of classification of consumers based on their socio-economic grouping:

a. lifestyle

b. lifecycle

c. ethnic group

d. social grade

Type: multiple choice question

Title: Chapter 02 Question 04

4) A female consumer decides that she needs to buy a new dress for a party, because she’s grown tired of the old one, or because she thinks it’s out of fashion, or to cheer herself up, or for a special occasion. This is an example of which stage in the consumer proposition acquisition process?

a. Information gathering.

b. Motive development.

c. Product selection.

d. Acquisition.

Type: multiple choice question

Title: Chapter 02 Question 05

5) To reduce cognitive dissonance post-purchase a consumer can act in a number of ways. These include:

a. Selectively forgetting information.

selectively forget information;

minimize the importance of an issue, decision, or act;

selectively expose ourselves only to new information which agrees with our existing view;

reverse a purchase decision; for instance, by taking a product back or selling it.

b. Minimizing the importance of an issue, decision, or act.

selectively forget information;

minimize the importance of an issue, decision, or act;

selectively expose ourselves only to new information which agrees with our existing view;

reverse a purchase decision; for instance, by taking a product back or selling it.

c. Reversing a purchase decision; for instance, by taking a product back or selling it.

selectively forget information;

minimize the importance of an issue, decision, or act;

selectively expose ourselves only to new information which agrees with our existing view;

reverse a purchase decision; for instance, by taking a product back or selling it.

d. All of the above options are correct.

selectively forget information;

minimize the importance of an issue, decision, or act;

selectively expose ourselves only to new information which agrees with our existing view;

reverse a purchase decision; for instance, by taking a product back or selling it.

Type: multiple choice question

Title: Chapter 02 Question 06

6) Jingles are often used in advertising. For example, GoCompare’s annoying opera singer, Gio Compario. What learning theory is this example of?

a. Operant conditioning.

b. Classical conditioning.

c. Social learning.

d. Social conditioning.

Type: multiple choice question

Title: Chapter 02 Question 07

7) Organizational buyer behaviour (OBB) consists of a series of sequential activities through which organizations proceed when making purchasing decisions. This is referred to as:_________

a. buyclasses

b. buyphases

c. procurement

d. tender

Type: multiple choice question

Title: Chapter 02 Question 08

8) In Maslow’s Hierarchy of Needs theory our need to be valued and respected by ourselves and others is a/an:

a. esteem need.

b. higher-order physiological need.

c. low-order safety need.

d. low-order self-actualization need.

Type: multiple choice question

Title: Chapter 02 Question 09

9) This is the manner in which the individual copes and deals with his/her psychological and physical environment on a day-to-day basis’, and ‘the manner in which people conduct their lives, including their activities, interests, and opinions’ (AMA, 2016). This is referred to as:________. These are beliefs that underpin our attitudinal and behavioural systems. They are linked to our conscience, developed through the familial socialization process, through cultures and subcultures, our religious influences, and are frequently formed in early childhood:

a. Attitudes

b. Opinions

c. Lifestyles

d. Motives

Type: multiple choice question

Title: Chapter 02 Question 10

10) Which of the following is not one of the buyphases in organizational buyer behaviour (OBB)?

a. Product specification.

b. Evoke set development

c. Supplier and product search.

d. Evaluation of proposals.

Type: true-false

Title: Chapter 02 Question 11

11) Paul’s computer is five years old and he is becoming annoyed by how slowly it operates. This scenario is an example of motive development.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 12

12) New Task situation occurs when the organization is faced with a first-time buying situation. Risk is inevitably large at this point as there is little collective experience of the product/service or of the relevant suppliers.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 13

13) There are three main types of buying situations. Referred to by Robinson, Faris, and Wind (1967) as buyclasses these are: new task, modified rebuy, and straight rebuy.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 14

14) The search for information during the data gathering stages of the production acquisition process involves just an internal search of information from our memory.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 15

15) An evoked set is a group of goods, brands, or services recalled during decision making from which a consumer makes their decision of which product, brand, or service to buy.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 16

16) Cognitive dissonance is when we are not entirely happy with our purchase after buying it and we are motivated to re-evaluate our beliefs and opinions about the purchase.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 17

17) The use of sales promotions to reinforce behaviour and encourage trial or purchase is an example of social learning.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 18

18) Personality can be defined as that aspect of our psyche that determines the way in which we respond to our environment in a relatively stable way over time.

a. True

b. False

Type: true-false

Title: Chapter 02 Question 19

19) Most market research agencies routinely measure attitudes and purchasing patterns based on life stage to determine differences among groups.

a. True

patterns based on life stage to determine differences among groups.

b. False

Type: true-false

Title: Chapter 02 Question 20

20) Users very often help set the technical specifications for the proposed purchase and assist the evaluation of alternative offerings by potential suppliers.

a. True

b. False

Type: multiple choice question

Title: Chapter 02 Question 21

21) There are various theories of personality. One popular approach categorizes people into different personality types or so-called ____________.

a. self-concept

b. traits

c. looking-glass self

d. habit

Type: multiple choice question

Title: Chapter 02 Question 22

22) In an organisation, this member of DMU selects suppliers and manages the process whereby the required products are procured. They are known as: _________.

a. deciders

b. gatekeepers

c. buyers

d. influencers

Type: multiple choice question

Title: Chapter 02 Question 23

23) What is the group of products called that we consider when making a consumer purchase decision?

a. Evoked set.

b. Customer options.

c. Desired set.

d. Awareness set.

Type: multiple choice question

Title: Chapter 02 Question 24

24) This feeling of dissonance may be particularly acute in a ____________ purchase, e.g. cars, houses, holidays, high-value investment products.

a. high-involvement

b. low-involvement.

c. routine

d. impulse

Type: multiple choice question

Title: Chapter 02 Question 25

25) Nestlé sells green tea flavoured Kit Kats in Thailand is an example of the strategy of ______________to the ethnic market.

a. total standardisation

b. distribution adaptation

c. product adaptation

d. advertising adaptation