59 free test bank for consumer behavior 10th edition

59 Free Test Bank for Consumer Behavior 10th Edition
by Schiffman Mutiple Choice Questions - Page 1
The process of dividing a market into subsets of consumers with
common needs or characteristics is known as ________.
1.
2.
3.
4.
5.

A) market targeting
B) ethical marketing
C) product positioning
D) market segmentation
E) market stewardship

The selling concept focuses on the needs of the ________ and on
existing products, while the marketing concept focuses on the
needs of the ________.
1.
2.
3.
4.
5.

A) manufacturer; seller
B) buyer; manufacturer
C) seller; buyer
D) seller; manufacturer
E) buyer; seller

When Bill orders five movie tickets online for himself and his friends
for a Friday night showing of the latest action thriller, he is acting as
a(n)
1.
2.
3.
4.
5.

A) organizational consumer
B) team consumer
C) non-profit consumer
D) market consumer
E) personal consumer

Companies that "put the consumer first" in their business thinking
and planning are exhibiting a ________.
1.
2.
3.
4.
5.

A) production orientation
B) selling orientation
C) marketing orientation
D) segmenting orientation
E) product orientation

When advertising to teens, Matt's Mobile Services focuses its

messaging on the importance of staying connected with friends so
subscribers are always accessible and "in the loop" on the latest
social news. This is an example of ________.
1.

A) a unique social proposition


2.
3.
4.
5.

B) societal marketing
C) communicating the benefits the product provides
D) product placement
E) broadcasting

Packaging and warranties are elements of which of the four Ps?
1.
2.
3.
4.
5.

A) price
B) people
C) promotion
D) place
E) product

Carol is in charge of purchasing at Mercy Hospital. When she puts
in an order for towels for the hospital, she is acting as a(n)
________.
1.
2.
3.
4.
5.

A) private consumer
B) organizational consumer
C) individual consumer
D) public consumer
E) personal consumer

Successful product positioning centers around two key principles:
developing a unique selling proposition, and communicating the
________.
1.
2.
3.
4.
5.

A) price
B) features and options
C) benefits the product provides
D) warranty details
E) store locations

During historical periods when demand exceeded supply,
businesses adopted the ________ orientation.
1.
2.
3.
4.
5.

A) marketing
B) technology
C) societal
D) production
E) product

The behavior that consumers display in searching for, purchasing,
using, evaluating, and disposing of products and services that they
expect will satisfy their needs is known as ________.
1.
2.
3.

A) the production orientation
B) consumer behavior
C) narrowcasting


4.
5.

D) positioning
E) the marketing mix

The term "consumer behavior" describes two different kinds of
consumers: ________ and ________ consumers.
1.
2.
3.
4.
5.

A) non-profit; government
B) non-profit; for profit
C) personal; organizational
D) government; private
E) organizational; private

The production orientation makes sense for a business when
________.
1.
2.
3.
4.
5.

A) consumers are more interested in product availability than in product
variation
B) consumers are interested in obtaining the product that offers them the
highest quality, best performance, and most features
C) consumers have changing needs and insist that those needs be satisfied

D) consumers are unlikely to buy the product unless they are persuaded to do
so
E) consumers are not sensitive to price

________ refers to the development of a distinct image for the
product in the mind of the consumer.
1.
2.
3.
4.
5.

A) Targeting
B) Positioning
C) Placement
D) Promotion
E) Segmenting

Matt's Mobile Services has designed a cell phone plan especially
for tech-savvy teens who are heavy cell-phone users and live in
households earning over $150,000 per year. In tailoring the plan for
a specific group of consumers based on their particular needs,
Matt's Mobile Services has provided an example of ________.
1.
2.
3.
4.
5.

A) societal marketing

B) broadcasting
C) market targeting
D) the selling orientation
E) the product concept

In the production concept business model, which of the four
elements of the marketing mix is most heavily emphasized?
1.

A) product


2.
3.
4.
5.

B) proportion
C) price
D) place
E) promotion

The production orientation focuses on profit through ________,
while the marketing concept focuses on profits based on
________.
1.
2.
3.
4.
5.

A) product innovation; aggressive advertising
B) cost control; customer satisfaction
C) customer satisfaction; product innovation
D) customer satisfaction; aggressive advertising
E) product innovation; sales volume

Kevin's company owns a factory that can produce 1,000 widgets
per week. His primary focus is on getting consumers to purchase as
many widgets as possible to ensure that he is maximizing his sales
relative to his production capacity. Kevin's business is exhibiting the
________.
1.
2.
3.
4.
5.

A) marketing concept
B) product orientation
C) not-for-profit orientation
D) sales orientation
E) market orientation

A personal consumer buys goods for ________.
1.
2.
3.
4.
5.

A) his or her own use
B) consumption by coworkers
C) his or her business
D) his or her school
E) a government agency

The focus of the ________ is for marketers to know consumers'
current needs, and to secure, as accurately as possible, a picture of
their likely future needs.
1.
2.
3.
4.
5.

A) product orientation
B) societal marketing concept
C) marketing concept
D) selling orientation
E) production orientation

The key assumption underlying the marketing concept is that
________.
1.

A) if manufacturers make a product, consumers will buy it


2.

B) a company must determine the needs and wants of specific target markets
and deliver the desired satisfactions better than the competition in order to be
successful
3. C) the primary focus of a business should be producing as much as it can, in
the cheapest way possible
4. D) consumers are most interested in obtaining generic products at low prices
5. E) consumers are unlikely to buy a product unless they are aggressively
persuaded to do so

The focus of the ________ was to sell more of what the
manufacturing department was able to produce.
1.
2.
3.
4.
5.

A) marketing concept
B) sales orientation
C) product orientation
D) production orientation
E) market orientation

Which of the following is considered an example of consumer
behavior?
1.
2.
3.
4.

5.

A) Janice prefers to buy name-brand pain relievers like Tylenol and Advil,
rather than the store brand.
B) Javier generally gets gas on Monday mornings on his way to work.
C) Jessica prefers to buy her produce from the farmer's market instead of the
grocery store.
D) Jeremy generally recycles his old newspapers and cardboard boxes.
E) All of the above are examples of consumer behavior.

"Me too" products are ________.
1.
2.
3.
4.
5.

A) products that need to be bought along with the original product
B) secondary products that customers need to be reminded to buy
C) products that lack a unique image or benefit in the eyes of consumers
D) products aimed at helping children learn to share with each other
E) products that are included for free with the desired product

________ is one of the most pervasive of all types of consumer
behavior because we all act as personal consumers.
1.
2.
3.
4.
5.

A) End-use consumption
B) Organizational consumption
C) Societal consumption
D) Philanthropic consumption
E) Institutional consumption

In the sales orientation, which of the four elements of the marketing
mix is most heavily emphasized?
1.

A) promotion


2.
3.
4.
5.

B) place
C) production
D) price
E) people

The 4 Ps of the marketing mix are ________.
1.
2.
3.
4.
5.

A) product/service, price, place, people
B) potential, price, place, people
C) product/service, price, place, promotion
D) product/service, promotion, potential, price
E) price, purchase, placement, product/service

When George buys roses for his girlfriend for Valentine's Day, he is
acting as a(n) ________.
1.
2.
3.
4.
5.

A) non-profit consumer
B) personal consumer
C) public consumer
D) organizational consumer
E) team consumer

A ________ is characterized by the gearing up of manufacturing
skills in order to expand production.
1.
2.
3.
4.
5.

A) market orientation

B) product orientation
C) sales orientation
D) production orientation
E) marketing concept

To respond to consumers' growing interest in products and services
that were more unique and would better satisfy their individual or
specific needs and preferences, companies adopted the ________.
1.
2.
3.
4.
5.

A) production orientation
B) marketing orientation
C) sales orientation
D) product orientation
E) targeting orientation

The ________ orientation in business assumes that consumers are
mostly interested in product availability at low prices.
1.
2.
3.
4.
5.

A) marketing
B) societal

C) product
D) production
E) technology


59 Free Test Bank for Consumer Behavior 10th Edition
by Schiffman Mutiple Choice Questions - Page 2
In the consumer decision making process, the ________ stage
focuses on how consumers make decisions.
1.
2.
3.
4.
5.

A) analysis
B) evaluation
C) input
D) process
E) output

Of the four Ps of the marketing mix, price includes ________.
1.
2.
3.
4.
5.

A) payment methods
B) public relations

C) warranties
D) distribution centers
E) packaging

________ is defined as the ratio between the customer's perceived
benefits and the resources used to obtain those benefits.
1.
2.
3.
4.
5.

A) Customer satisfaction
B) Customer value
C) Customer relationship management
D) Consumer decision making
E) Consumer marketing

A ________ strategy is designed to make it in the best interest of
customers to stay with a company rather than switch to another
company.
1.
2.
3.
4.
5.

A) customer retention
B) narrowcasting
C) market segmentation

D) market targeting
E) positioning

Of the various information sources available to consumers,
________ is/are by far the most trusted and perceived as the most
credible.
1.
2.
3.
4.
5.

A) word of mouth
B) corporate websites
C) online banner ads
D) television ads
E) ratings by establishments such as Consumer Reports


The primary objective of providing value to customers continuously
and more effectively than the competition is ________.
1.
2.
3.
4.
5.

A) to monopolize the market
B) to produce a compelling advertising message
C) to help recruit a dedicated workforce

D) to avoid government regulation of the industry
E) to create and to retain highly satisfied customers

Lexus claims to deliver its buyers quality, zero defects in
manufacturing, and superior and personal post-purchase service.
This is an example of ________.
1.
2.
3.
4.
5.

A) market segmentation
B) a value proposition
C) a customer satisfaction guarantee
D) a corporate futuristic vision
E) market targeting

Small reductions in customer defections produce significant
increases in profits for all of the following reasons EXCEPT
________.
1.
2.
3.
4.
5.

A) loyal customers buy more products
B) loyal customers pay less attention to competitors' advertising
C) loyal customers are more price sensitive

D) loyal customers spread positive word-of-mouth and refer other customers
E) it is more expensive to secure new customers than to keep existing ones

Customer profitability-focused marketing ________.
1.

2.
3.
4.
5.

A) tracks costs and revenues of individual customers and then categorizes
those consumers into tiers based on consumption behaviors that are specific to
the company's offerings
B) minimizes the cost of production in order to offer the product at the best
price possible
C) aggressively markets products to consumers who do not necessarily think
that they need the product
D) continually updates the product without regard to the needs of the
consumer
E) invests money in attracting customers that are very sensitive to price and
are not loyal to any given brand

The three distinct but interlocking steps of the consumer decision
making process are ________.
1.
2.
3.

A) input, analysis, and output

B) environment, search, and evaluation
C) input, process, and output


4.
5.

D) analysis, decision making, and output
E) analysis, process, and output

In the consumer decision making process, the ________ stage
focuses on how consumers make decisions.
1.
2.
3.
4.
5.

A) analysis
B) evaluation
C) input
D) process
E) output

The adoption of digital technologies has introduced drastic changes
into the business environment, including which of the following?
1.
2.
3.
4.

5.

A) Customers are forced to deal with distribution outlets and middlemen in
order to obtain goods.
B) The exchange between marketers and customers is less interactive than in
the past.
C) Consumers face more barriers to accessing information.
D) Marketers can offer more products and services than ever before.
E) Market research has become significantly more difficult.

As consumers spend more time online and have more technological
tools that enable them to avoid exposure to TV ads, marketers are
________.
1.
2.
3.

4.
5.

A) investing in flashier television advertisements to attract attention to
themselves
B) buying more air time in an attempt to crowd out their competitors'
advertisements
C) lobbying for legislation that will prohibit the sale of devices that allow
consumers to avoid advertising on the basis that such devices are anticompetitive
D) reducing their advertising expenditures on the major networks and
investing their advertising dollars in newer media, such as the web
E) blocking out any mention of brand names during regular programming

Megan uses Bed Head hair products and enthusiastically
recommends them to others any time she receives complements on
her hair. With regard to hair products, Megan is best described as
a(n) ________.
1.
2.
3.
4.
5.

A) ambivalent consumer
B) apostle
C) hostage
D) terrorist
E) mercenary

Of the four Ps of the marketing mix, place includes ________.


1.
2.
3.
4.
5.

A) discounts
B) public relations
C) warranties
D) distribution centers
E) packaging

An individual's perception of the performance of a product or
service in relation to one's expectations is known as ________.
1.
2.
3.
4.
5.

A) market segmentation
B) customer satisfaction
C) market targeting
D) product placement
E) product promotion

Of the four Ps of the marketing mix, promotion includes ________.
1.
2.
3.
4.
5.

A) payment methods
B) public relations
C) warranties
D) discounts
E) product size

Pete ate at a local tex-mex chain last weekend and received such
poor service that he swore he would never go back. The following

Monday, when his coworkers asked about his weekend, Pete told
them about the bungled, dissatisfactory service he received, and
even exaggerated the lousy experience he had. In this situation,
Pete is best described as a(n) ________.
1.
2.
3.
4.
5.

A) loyalist
B) apostle
C) hostage
D) terrorist
E) mercenary

Once or twice a year, when Estee Lauder runs a particularly good
promotion, Candace buys some new make-up. She typically only
spends the minimum required to qualify for the promotion. On the
customer profitability pyramid, Candace is most likely to fall into the
________ tier.
1.
2.
3.
4.
5.

A) gold
B) lead
C) silver

D) iron
E) platinum


Emerging digital technologies are allowing consumers to have more
power than ever before. This means that now, customers
________.
1.
2.
3.

A) are required to buy goods and services from local vendors
B) are limited in the time of day that they are able to buy products
C) can use "intelligent agents" to locate the best prices for products or
services
4. D) are more limited in the range of products that they can purchase
5. E) are forced to acquire used items through middlemen instead of directly
from the original owner

Gloria always uses Tide laundry detergent and stocks up whenever
she sees a sale. As a result, she rarely pays full price for detergent.
On the customer profitability pyramid, Gloria is most likely to fall into
the ________ tier.
1.
2.
3.
4.
5.

A) gold

B) lead
C) silver
D) iron
E) platinum

Norman dislikes the health insurance plan provided by his
employer, but is unwilling to switch to a different health insurer
because obtaining private health insurance would be significantly
more expensive than the employer-subsidized plan in which he is
currently enrolled. With regard to health insurance, Norman is best
described as a(n) ________.
1.
2.
3.
4.
5.

A) loyalist
B) apostle
C) hostage
D) terrorist
E) mercenary

The societal marketing concept calls on marketers to ________.
1.
2.
3.
4.
5.

A) minimize production costs in order to offer the product at the lowest price
possible
B) aggressively market all products to all segments of society
C) track customer preferences via the Internet to improve customer research
databases
D) fulfill the needs of the target audience in ways that improve society as a
whole, while fulfilling the objectives of the organization
E) lobby for government regulation of their industries


Which of the following is NOT one of the four drivers of successful
relationships between marketers and consumers?
1.
2.
3.
4.
5.

A) customer satisfaction
B) customer trust
C) customer selectivity
D) customer retention
E) customer value

In the consumer decision making process, the ________ stage
influences the consumer's recognition of a product need.
1.
2.
3.
4.

5.

A) analysis
B) evaluation
C) input
D) process
E) output

Which of the following consumers is likely to receive the most
attention and customer support from the manufacturer, retailer, or
service provider in question?
1.

2.

3.

4.

5.

A) Diane is an avid reader and buys most of her books on Amazon.com.
Frequently, when she receives emails from Amazon suggesting new books she
might like, she visits the site and makes a purchase.
B) Bill is an avid bargain shopper when it comes to travel. He has frequent
flier cards with five different airlines and spends a lot of time shopping around
for discounted airfare.
C) Sarah works out with a personal trainer, but has a very irregular and
unpredictable work schedule. She frequently has to cancel her training
sessions when last minute conflicts arise at work.

D) Nicole drives an old Honda and takes it to the local Jiffy Lube for oil
changes. She always buys the least expensive oil change package and
declines the technicians' repeated offers to replace her windshield wipers and
flush out her coolant system.
E) David has a Visa card that he uses to pay for gas and groceries. He
spends very little on his card and pays the balance off in full each month.

________ is the foundation for maintaining a long standing
relationship with customers, and it helps to increase the chances
that customers will remain loyal.
1.
2.
3.
4.
5.

A) Trust
B) Positioning
C) Targeting
D) Segmentation
E) Societal marketing


When Jenny is checking out at the grocery store, she frequently
picks up a 20-oz bottle of soda at one of the coolers by the register.
She doesn't have a strong preference for Coke or Pepsi, and will
just buy whichever happens to be closest. In this instance, Jenny is
best described as a(n) ________.
1.
2.

3.
4.
5.

A) defector
B) loyalist
C) apostle
D) terrorist
E) hostage

When Gary buys ice cream, he typically buys whichever brand is on
sale that week. With regard to ice cream, Gary is best described as
a(n) ________.
1.
2.
3.
4.
5.

A) brand advocate
B) apostle
C) hostage
D) terrorist
E) mercenary