Consumer Behavior Quiz 11 (Ch. 18)

Question: Which type of customer has an emotional attachment to the brand or firm?

Multiple Choice repeat purchaser satisfied buyer total buyer committed customer affective customer

committed customer

Question: Which of the following factors is the MOST likely reason consumers change providers of a service?

Multiple Choice core service failure service encounter failure pricing attraction by competitors ethical problems

core service failure

Question: Which of the following is NOT an action a consumer may utilize to reduce dissonance?

Multiple Choice Increase the desirability of the brand purchased. Decrease the desirability of rejected alternatives. Decrease the importance of the purchase decision. Reverse the purchase decision (return the product before use). Increase the importance of alternatives that were not considered in the purchase initially.

Increase the importance of alternatives that were not considered in the purchase initially.

Question: Employees who deal directly with consumers are known as

Multiple Choice foot soldiers. clerks. consumer-level employees. frontline employees. primary employees.

frontline employees.

Question: Which dimension of product performance relates to the physical functioning of the product?

Multiple Choice affective direct instrumental attributional consummatory

instrumental

Question: Which of the following is true regarding word of mouth (WOM)?

Multiple Choice WOM is a minor factor in consumer behavior. Consumers trust WOM more than many other sources. Satisfaction yields more WOM than does dissatisfaction. Consumers do not give WOM much merit, especially negative WOM. Marketers are not concerned about WOM.

Consumers trust WOM more than many other sources

Question: _________Blank continue to buy the same brand though they do not have an emotional attachment to it.

Multiple Choice Repeat purchasers Brand loyals Committed customers Satisfied buyers Referred buyers

Repeat purchasers

Question: Why must manufacturers design products with both the primary purpose and other potential uses in mind?

Multiple Choice consumers demand it competition requires it to be able to promote secondary uses stringent product liability laws to save on research and development costs

stringent product liability laws

Question: Which disposition alternative is the most widely used by consumers?

Multiple Choice trade in recycle throw away give away sell

throw away

Question: Service employees that are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?

Multiple Choice core service failure service encounter failure pricing attraction by competitors ethical problems

service encounter failure