BA Exam 3

What is a trigger in the environment that signals a need?

External cue

Which one of these is not included in Maslow's Hierarchy of Needs?

Interactive needs

What is the buyer behavior process?

The stages that consumers go through when deciding to purchase and consume a product

True or False: Consumption can be either actual physical consumption or consuming a service.

True

What is top of mind awareness?

The brands a consumer first recalls from memory

What are the product attributes that are important to consumers called?

Evaluative Criteria

Which of these is NOT a reaction hoped for by a marketer?

The buyer forgets about the product

Which of these is correct about a low-involvement purchase?

The purchase isn't risky

True or False: Routine purchases are an example of high-involvement purchases.

False

True or False: The buying process can be shorter for B2B purchases.

False

Which of the following is NOT included in the product attribute levels?

Necessary attributes

The basic attributes that are necessary to deliver the benefits are called?

Expected attributes

The chapter discussed a few specific subtypes of convenience products. Which of the following is considered a subtype of convenience product?

All of these:

Impulse product

Consumer Packaged Good (CPG)

Staple product

True or False: A product life cycle describes the typical pattern that an unsuccessful new product takes, from development to the end of its life.

False

\\______ are easily explained and quickly adopted by consumers.

Low-learning products

True or False: A key component of a product - especially in consumer goods - is the product packaging.

True

What kind of packaging holds a number of individual units to form a wholesale unit?

Secondary packaging

In the _____ stage, product sales have leveled off and profits are beginning to decrease

Maturity

Which type of good is consumed quickly and often?

Consumer packaged good

\\_____ products have a short life cycle that is cyclical.

Fashion

True or False: Because services have different characteristics than products, marketing services require a different approach than does product marketing.

True

Services are ______.

All of these:

\- Intangible

\- Often purchased with physical goods

\- Provided by a person or technology for benefit of another person

All of the following are characteristics of services except:

Reliability

Orchestrating a great _____ is a powerful way to differentiate a service for which there are alternatives.

Customer experience

The service blueprint contains all of the following elements EXCEPT _____

Process

The evaluation of services occurs almost exclusively _____ purchasing and experiencing the service.

After

When services are created or produced at the time consumers need them, they fall under the characteristic of _____.

Perishability

Which of the following is NOT included in the process of making a service "failsafe"?

Creating coupon in case of failure

What is the satisfaction a customer has with every aspect of a brand — its messages, people, service processes, technology, and physical environment — through every service encounter across the entire life of the relationship?

Customer experience

True or False: Focus groups or in-depth interviews are both good ways to get information necessary for journey mapping effectively.

True