Understanding Customer Behaviour
23 important questions on Understanding Customer Behaviour
Harry bought a sports car. After buying, some reports came out that warns that when driving with high speeds through corners the car could rollover. Harry thinks these reports are probably false. Either way he does not think his car will roll. This is an example of:
a. Self-concept
b. Cognitive learning
c. Cognitive dissonance
d. Rote learning
What is cognitive dissonance?
A. Post-sale concerns of a consumer arising from uncertainty as to whether a sale fulfill the need.
B. Post-purchase concerns of a consumer arising from uncertainty as to whether a decision to purchase was the correct one.
C. Post-purchase concerns of a consumer arising from uncertainty as to whether a purchase fulfill the need.
D. Post-sale concerns of a consumer arising from uncertainty as to whether a decision to sale was the correct one.
The advertising agency Young & Rubican identified seven major lifestyle groups. Which one is NOT one of them?
A) The struggling poor
B) The conservatives
C) The mainstreamers
D) The succeeders
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Which of the following four is not a type of B2B (Business-2-Business) purchase?
A) Buy products and services to help them produce
B) Buy products to resell
C) Government agencies buy products to help them carry out their activities
D) A McDonalds CEO purchases a new book from bol.com
Consider the following statements:
I Understanding the behaviour of customers requires answers to the following criteria Who, How, What, Where, When?
II More specifically, Who stands for who is important in the buying decision?
A) Both are false
B) I is correct
C) II is correct
D) Both are correct
Which of the following six descriptions is not one of the five roles in the buying decision-making process?
A) Initiator: The person who begins the process of considering a purchase.
B) Influencer: The person who attempts to persuade others in the group concerning the outcome of the decision
C) Decider: The individual with the power to make the ultimate choice on what to buy
D) Buyer: The person who conducts the transaction
E) Evaluator: The person who evaluates the decision
F) User: The actual consumer/user of the product
Bob has been actively trying to persuade the others to purchase Apple products. He is an example of a:
A) Initiator
B) Influencer
C) Decider
D) Evaluator
Which of the following factors does not affect involvement according to Kapferer?
A) Self-image
B) Perceived risk
C) Social factors
D) Economic factors
E) Hedonistic influences
The four choice criteria when evaluating alternatives are Technical, Economic, Social & Personal. Under which one of them does the running costs of a product fall?
A) Technical
B) Economic
C) Social
D) Personal
Once Bob decides to buy an iPod because everyone in the group has one, he is employing a ___ criteria in the decision making process.
A) Social
B) Personal
C) Influential
D) Optimal
When Bob confers with personal sources and values them the most for purchasing a new iPod, he is relying on:
A) Internal Search during Information Search
B) External Search during Information Search
C) Interal Search during Evaluation of Alternatives
D) External Search during Evaluation of Alternatives
Bob completed his Information Search. He now has an:
A) Awareness set of his products of choice
B) Awareness set of his characteristics his product requires
C) Evoked set of his products of choice
D) Evoked set of his characteristics his product requires
Bob is looking for a new car. Because of his strict criteria and tight budget, he consults many external sources. He considers several outlets and considers it a high risk to purchase the right car. Bob is showing:
A) Extended problem solving, which involves a high degree of involvement
B) Limited problem solving, which involves a high degree of involvement
C) Habitual problem solving, which involves a medium degree of involvement
D) Massive problem solving, which involves a high degree of involvement
All of the following is true when it comes to personal influences on consumer purchasing behaviour EXCEPT:
A) Beliefs and attitudes, motivation and personality play a role
B) Information processing, lifestyle and life cycle play a role
C) Social belonging does not belong to personal influences
D) The culture in which the person lives is a personal influence
Maslow's hierarchy model helps classifying inner motivation to purchase a product. Where-as the Physiological need to survive is a motivator in third world countries, what is the motivator behind the purchase of a guitar for the sheer joy of playing guitar?
A) Esteem and status
B) Self-actualization
C) Self-production
D) Lifestyle
Which one of the following statements regarding organizational buying behaviour is FALSE?
A) The number of customers is small
B) Order sizes are large
C) Purchases are often complex and risky
D) The demand for many organizational goods is not derived from the demand for consumer goods
Which of the following is not an influencer on organizational purchasing behaviour?
A) Buy class
B) Product type
C) Importance of purchase
D) Product orientation
The company Xeo has decided to continue selling the same product X it did for the last four years. The goods purchased for the production of X remains the same, and thus the same purchase is made. In Buy Class terms this is called a:
A) New task
B) Straight Rebuy
C) Modified Rebuy
D) Continued Purchase
What is the correct order in which product types moves along it's types?
A) Maintenance repair and operation > Components > Materials > Plant and Equipment
B) MRO > Materials > Components > Plant and Equipment
C) Plant and Equipment > MRO > Materials > Components
D) Plant and Equipment > MRO > Components > Materials
A website for paper industry such as paperexchange.com is an example of a
A) Vertical Electronic Marketplace
B) Horizontal Electronic Marketplace
A service website (elance.com) providing supplies for companies is an example of a
A) Vertical Electronic Marketplace
B) Horizontal Electronic Marketplace
The concept aiming to minimize stocks by organizing a supply system that provides materials and components as they are requires is called:
A) Just-in-time
B) Just-on-time
C) Arrive-on-schedule
D) Supply-on-time
When the buyer attempts to persuade the supplier to provide what the organization wants, the buyer is attempting
A) Resupply marketing
B) Adverse marketing
C) Reverse marketing
D) Control marketing
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