122 test bank for consumer behavior 4th edition by babin đề trắc nghiệm marketing

122 Test Bank for CB 4th Edition by Babin

Mutiple Choice Questions - Page 1
Which discipline is often defined as the study of production and
consumption?
1.

a.marketing

2.

b.psychology

3.

c.economics

4.

d.distribution

5.

e.anthropology

Which of the following is NOT a discipline in which consumer behavior
has roots?
1.

a.economics

2.

b.accounting

3.

c.anthropology

4.

d.social psychology

5.

e.sociology

A market researcher focuses on the psychological process, including
thoughts, feelings, and behavior that people experience once they realize
they have an unmet need. The human behavior that makes up the set of
value-seeking activities that the researcher is examining is best described
as _____.
1.

a.marketing

2.

b.consumer behavior

3.

c.cognitive psychology


4.

d.social interaction

5.

e.consumption

Customers pay money for products they believe will satisfy their needs
and wants. This transfer of money for goods or services is best described
as _____.
1.

a.benefit gratification

2.

b.consumption

3.

c.transformational marketing

4.

d.exchange

5.

e.consumer behavior

Marian is trying to decide on a college major, so she took an aptitude test
offered by the career services office at her school. The results indicated
that she is interested in understanding how people react to their
environment and is concerned with their thoughts, feelings, and
behaviors. Which of the following disciplines should Marian pursue?
1.

a.accounting

2.

b.economics

3.

c.anthropology

4.

d.psychology

5.

e.biology

Marketing as a recognized discipline grew out of which two other
disciplines?
1.

a.economics and psychology

2.

b.economics and accounting

3.

c.psychology and anthropology

4.

d.psychology and sociology


5.

e.sociology and economics

The first step in the basic consumption process is _____.
1.

a.cost and benefit analysis

2.

b.reaction

3.

c.value assessment

4.

d.want specification

5.

e.need realization

Dana and John are expecting their first child and are purchasing furniture
for the nursery. They are searching the Internet, reading parents’
magazines and paying attention to the advertisements, and visiting many
stores because they want to purchase the best quality furniture that fits
their budget. The effort they are expending to ensure they make the right
decision can be described as a _____ associated with the consumption
process.
1.

a.cost

2.

b.reaction

3.

c.value outcome

4.

d.benefit

5.

e.satisfier

_____ refer to direct contacts between the firm and a customer.
1.

a.Touchpoints

2.

b.Intersections

3.

c.Interaction points

4.

d.Moments of truth

5.

e.Counterpoints


Apple sold more than 7 million iPads within months of launching the
product. Prices for this product ranged from $499 to more than $800, and
Apple had difficulty keeping up with the demand. Obviously, the _____
outweighed the _____ for this product.
1.

a.satisfaction; demand

2.

b.need; want

3.

c.consumption; need

4.

d.benefits; costs

5.

e.want; demand

John is a psychologist and analyzes the thoughts, feeling and behaviors
that people have as they interact with other people in groups. John is a
_____.

1.

a.qualitative psychologist

2.

b.group psychologist

3.

c.quantitative psychologist

4.

d.cognitive psychologist

5.

e.social psychologist

Juan is majoring in a discipline that examines the production and
consumption of goods and services. Which of the following best
describes Juan’s major?
1.

a.economics

2.

b.accounting

3.

c.anthropology

4.

d.psychology

5.

e.production management


When consumers recognize they have an unmet need, they usually seek
out specific products or services that they believe will satisfy that need
and provide value to them. They are willing to give up something, such as
money and effort, to find the products or services that will provide the
benefits they seek. This process that consumers go through to satisfy
their needs is best described as the _____ process.
1.

a.marketing

2.

b.consumption

3.

c.exchange

4.

d.internal

5.

e.purchase

_____ involves the multitude of value-producing activities that facilitate
exchanges between buyers and sellers.
1.

a.Consumption

2.

b.Consumer behavior

3.

c.Marketing

4.

d.Psychology

5.

e.Economics

The Ritz-Carlton Hotel has a culture that embodies the importance of
creating value for guests among all employees. One way this is
implemented is giving the front desk employees the authority to correct a
problem presented by a guest without having to have approval from a
manager. Which type of orientation does his company embrace?
1.

a.market orientation

2.

b.product orientation

3.

c.production orientation

4.

d.sales orientation


5.

e.outward orientation

Which discipline studies human reactions to their environment?
1.

a.marketing

2.

b.economics

3.

c.psychology

4.

d.anthropology

5.

e.sociology

_____ represents the process by which goods, services or ideas are used
and transformed into value.
1.

a.Value transfer

2.

b.Cost conversion

3.

c.Benefits conversion

4.

d.Consumption

5.

e.Marketing

The acting out of a decision to give something up in return for something
of greater value is known as _____.
1.

a.exchange

2.

b.marketing

3.

c.consumption

4.

d.consumer behavior

5.

e.benefitizing

From which two perspectives can consumer behavior be defined?
1.

a.primary and secondary

2.

b.human thought and behavior and as a field of study

3.

c.social and psychological


4.

d.as an input and as an outcome

5.

e.based on needs or based on wants

Which of the following is based on the belief that firm performance is
enhanced through repeat business?
1.

a.acquisition marketing

2.

b.outward marketing

3.

c.inward marketing

4.

d.repetition marketing

5.

e.relationship marketing

_____ can be thought of as negative results of consumption.
1.

a.Wants

2.

b.Reactions

3.

c.Costs

4.

d.Benefits

5.

e.Consequences

Kim moved from one house in a neighborhood to another house in a
nearby neighborhood. She called her trash collection company to inform
them of her address change and was dismayed to learn that her trash
collection bill will be $10 a month higher than it was at her previous
residence even though it is the same company. She commented on this
and was told by the lady from the company that was the price and she can
deal with removing her own trash if she didn’t like the price hike. Kim just
had to pay the h
1.

a.the trash company was dependent on her repeat business

2.

b.there are no other competitors providing this service

3.

c.it is a regulated service


4.

d.Kim preferred this company over any others

5.

e.the company really doesn’t need her business

Which orientation refers to a way of doing business in which the actions
and decision making of the institution prioritize consumer value and
satisfaction above all other concerns?
1.

a.product orientation

2.

b.production orientation

3.

c.consumer orientation

4.

d.sales orientation

5.

e.benefit orientation

Melanie is a psychologist who studies consumer behavior. She
specializes in the mental reactions involved in consumer information
processing, such as how advertisements persuade consumers to buy a
product. Which field of psychology is Melanie practicing?
1.

a.qualitative psychology

2.

b.personal psychology

3.

c.quantitative psychology

4.

d.cognitive psychology

5.

e.social psychology

Social psychologists focus on the _____.
1.

a.intricacies of mental reactions involved in information processing

2.

b.production and consumption of goods and services

3.

c.value-producing activities that facilitate exchanges between buyers and sellers

4.

d.relationships between people and their possessions

5.

e.thoughts, feelings. and behaviors that people have as they interact with other
people


Renee is going to a formal dance next month and goes shopping for a fulllength gown. The gown is an example of a(n) _____ in the basic
consumption process.
1.

a.need

2.

b.want

3.

c.reaction

4.

d.outcome

5.

e.satisfier

Positive outcomes of consumption are referred to as _____.
1.

a.costs

2.

b.consequences

3.

c.benefits

4.

d.enhancers

5.

e.satisfiers

Two factors should be considered when trying to understand how
important serving customers well should be to any given organization.
The first factor is the competitiveness of the marketing environment, and
the second is the _____.
1.

a.price charged for the product or service

2.

b.income level of customers

3.

c.social impact

4.

d.dependency of the marketer on repeat business

5.

e.objectives of the marketer


A description for a marketing course in a college course catalog states,
“This course represents the study of consumers as they go about the
consumption process.” What course is this best describing?
1.

a.Consumer Marketing

2.

b.Value-based Marketing

3.

c.Promotion

4.

d.Consumption Marketing

5.

e.Consumer Behavior

Which discipline has contributed to consumer behavior research by
allowing researchers to interpret the relationships between consumers
and the things they purchase, the products they own, and the activities in
which they participate?
1.

a.economics

2.

b.sociology

3.

c.anthropology

4.

d.cognitive psychology

5.

e.astrology

What is the last step in the basic consumption process?
1.

a.exchange

2.

b.value

3.

c.reaction

4.

d.want

5.

e.costs and benefits

If you wanted to learn how groups of people interact within society, which
discipline should you study?
1.

a.economics


2.

b.sociology

3.

c.anthropology

4.

d.cognitive psychology

5.

e.astrology

65 Free Test Bank for CB 4th Edition by Babin Mutiple
Choice Questions - Page 2
Which type of research includes tools such as case analyses, clinical
interviews, focus group interviews, and other tools in which data are

gathered in a relatively unstructured way?
1.

a.quantitative research

2.

b.qualitative research

3.

c.soft research

4.

d.preliminary research

5.

e.secondary research

A product is defined as _____.
1.

a.a potentially valuable bundle of benefits

2.

b.physical good offered to satisfy a need

3.

c.an item offering perceived value to a target market

4.

d.a resource allocated toward satisfying a felt need

5.

e.benefit offered for exchange

The physical parts of a product are known as _____.
1.

a.benefits

2.

b.elements

3.

c.attributes

4.

d.resources

5.

e.components

Which aspect of the changing economy likely has the most impact on
consumer spending?
1.

a.high interest rates

2.

b.high tax rates

3.

c.high inflation rate

4.

d.high prices

5.

e.high unemployment rate

In which research approach to understanding consumers do researchers
derive meaning from talking to people and observing behavior rather than
analyzing data?
1.

a.interpretive research

2.

b.quantitative research

3.

c.concentric research

4.

d.depth research

5.

e.dynamic research

What does it mean when research results are “researcher dependent”?
1.

a.it means the design of the research is a function of the researcher’s skills and
training

2.

b.it means the research results are generalizable to other research situations

3.

c.it means an unstructured research design was used and the results cannot be
replicated by other researchers

4.

d.it means that the results are only significant if the researcher validates them

5.

e.it means the interpretation of the results is a matter of the researcher’s opinion
until corroborate by other findings


Obtaining resources from consumers in return for the value they create is
a basic tenet of _____, which is a theory explaining why companies
succeed or fail.
1.

a.attribution theory

2.

b.resource-advantage theory

3.

c.the marketing concept

4.

d.the theory of reasoned action

5.

e.resource-elaboration theory

A company embracing differentiated marketing will _____.
1.

a.offer the same basic product to all market segments

2.

b.adopt innovative production processes to gain efficiency and economies of scale

3.

c.specialize in serving one market segment with particularly unique demand
characteristics

4.

d.focus marketing efforts on the largest market segment

5.

e.serve multiple market segments each with a unique product offering

Kayla is engaged in research that seeks to explain the inner meanings and

motivations associated with purchasing clothing. She records and
analyzes the words that consumers use to describe events and observes
shoppers in stores. From that, she develops an understanding of what
motivates shoppers. What type of research is Kayla performing?
1.

a.quantitative research

2.

b.interpretive research

3.

c.soft research

4.

d.sociological research

5.

e.independent research


Offering the same basic product to all customers is which type of
business orientation?
1.

a.undifferentiated marketing

2.

b.differentiated marketing

3.

c.niche marketing

4.

d.product marketing

5.

e.production marketing

Refer to Restaurant Research Scenario. Which of the following can be a
criticism of the research approach used by Insight Research?
1.

a.not providing useful information to the restaurant

2.

b.results are objective

3.

c.data are researcher dependent

4.

d.presence of the researcher could have influenced the actions of consumers

5.

e.interpretive research is not an acceptable approach for understanding consumer
behavior

The ultimate hallmark of success for a business is _____.
1.

a.maximum profits

2.

b.maximum sales

3.

c.long-term survival

4.

d.short-term sales

5.

e.monopoly

_____ research addresses questions about consumer behavior using
numerical measurement and analysis tools.
1.

a.Quantitative

2.

b.Qualitative


3.

c.Interpretive

4.

d.Initial

5.

e.Final

Clark is a college student and has been hired by a consumer research firm
to help a pizza restaurant learn more about the college market. Part of his
job entails hanging out with other students and observing how they
decide when to order pizza, which pizza restaurants they order from, how
they eat it, and what they do with the leftovers, if any. Clark learned from
his observations that some students like to put French dressing on their

pizza, which led the pizza restaurant to advertise and offer the dress
1.

a.ethnography

2.

b.quantitative research

3.

c.sociology

4.

d.grounded theory

5.

e.demography

_____ represents the study of consumption as a “lived experience” and
relies on casual interviews with consumers from whom the researcher has
won confidence and trust?
1.

a.Touchpoint analysis

2.

b.Psychology

3.

c.Sociology

4.

d.Phenomenology

5.

e.Conjoint analysis

Refer to Restaurant Research Scenario. Which of the following is the best
reason why this restaurant chain should be concerned about customer
satisfaction?
1.

a.because all restaurants should be concerned about customer satisfaction


2.
3.

4.
5.

b.because treating customers well is the concern of all businesses
c.because the marketplace is competitive and the restaurant is dependent on

repeat business
d.because serving customers well is just the right thing to do
e.because other restaurants in the marketplace are offering price discounts and
delivering superior customer satisfaction

Refer to Restaurant Research Scenario. Which demographic trend
discussed in Chapter 1 should result in the restaurant experiencing an
increase, not a decrease, in sales?
1.

a.rise in households with a stay-at-home mom

2.

b.rise in households with two primary income providers

3.

c.decreasing birth rates

4.

d.increasing unemployment rate

5.

e.advances in technology

Walmart’s supply chain is as efficient and as economic as possible, which
allows it to offer lower prices than competing retailers. With only a few

exceptions, Walmart offers the same basic products in all of its stores,
even worldwide. What orientation does this illustrate?
1.

a.market orientation

2.

b.customer orientation

3.

c.production orientation

4.

d.linear orientation

5.

e.undifferentiated orientation

Two common interpretive research orientations are _____.
1.

a.regression and cluster analysis

2.

b.psychology and sociology

3.

c.phenomenology and ethnography


4.

d.primary and secondary

5.

e.qualitative and quantitative

All of the following are examples of touchpoints EXCEPT _____.
1.

a.a consumer placing an order over the telephone

2.

b.a customer asking an attendant for directions at an amusement park

3.

c.a consumer replying to a request sent in an email by a company

4.

d.a consumer watching a television commercial

5.

e.a guest checking into a hotel

_____ has roots in anthropology and often involves analyzing the artifacts
associated with consumption.
1.

a.Sociology

2.

b.Phenomenology

3.

c.Ethnography

4.

d.Conjoint analysis

5.

e.Grounded theory

Lane Bryant is a women’s clothing store specializing in stylish clothing
and flattering fits for plus-sized women. Which business orientation best
describes Lane Bryant’s approach?

1.

a.niche marketing

2.

b.one-to-one marketing

3.

c.mass marketing

4.

d.product marketing

5.

e.undifferentiated marketing


Which of the following is NOT a trend shaping the value received by
consumers today?
1.

a.internationalization

2.

b.technological changes

3.

c.market compression

4.

d.changing demographics

5.

e.changing communications

A consumer research study analyzes the factors, such as age, income,
and stage of family life cycle, predicting a consumer’s likelihood to
purchase a 3-D television. Data were collected from 3,000 consumers
using a structured questionnaire. Which type of research does this
represent?
1.

a.qualitative

2.

b.interpretive

3.

c.quantitative

4.

d.structured

5.

e.focused

Some marketers offer each individual customer a different product, so
each customer is essentially treated as a segment of one. Which way of
doing business does this represent?
1.

a.undifferentiated marketing

2.

b.personalized marketing

3.

c.customer-based marketing

4.

d.one-to-one marketing

5.

e.niche marketing

All of the following are true regarding quantitative research EXCEPT
_____.
1.

a.common purpose is to test hypotheses or specific research questions

2.

b.structured response categories provided

3.

c.samples are typically large to produce generalizable results

4.

d.descriptive and causal research designs most often used

5.

e.results are subjective

All of the following are examples of product attributes EXCEPT _____.
1.

a.quality

2.

b.satisfaction

3.

c.styling

4.

d.weight

5.

e.safety

When consumers study consumer behavior, they should come to make
better decisions. Which of the following can be helpful in enlightening
consumers?
1.

a.Consequences associated with poor budget allocation.

2.

b.The role of emotions in consumer decision making.

3.

c.Avenues for seeking redress for unsatisfactory purchases.

4.

d.The effect of the environment on consumer behavior.

5.

e.All of the above.

Procter & Gamble sells six different brands of laundry detergent, each
with a unique offering for different market segments. Which business
orientation does this illustrate?
1.

a.undifferentiated marketing


2.

b.differentiated marketing

3.

c.niche marketing

4.

d.product marketing

5.

e.multiple marketing

What is the difference between qualitative and quantitative research?
1.

a.Qualitative research is used for hypothesis testing, and quantitative research is
only used for descriptive analyses.

2.

b.Quantitative research is longitudinal, and qualitative research is cross-sectional.

3.

c.Qualitative research is researcher dependent, and quantitative research is not.

4.

d.Quantitative research is researcher dependent, and qualitative research is not.

5.

e.Quantitative research results in primary data, and qualitative research results in
secondary data.

Refer to Restaurant Research Scenario. Which research approach is
Insight Research using to better understand this restaurant’s customers?
1.

a.quantitative

2.

b.selective

3.

c.secondary

4.

d.focused

5.

e.qualitative

Refer to Restaurant Research Scenario. When customers interact with the
wait staff, what are these interactions called?
1.

a.moments of truth

2.

b.interactions

3.

c.process nodes

4.

d.touchpoints

5.

e.performance evaluations


Which of the following is a demographic trend shaping consumer
behavior patterns?
1.

a.family size is increasing

2.

b.households increasingly include two primary income providers

3.

c.birthrates are increasing in the U.S. and Europe

4.

d.lower levels of consumer affluence in the U.S.

5.

e.decreasing life expectancy in the U.S.


True - False Questions - Page 1
Consumer behavior, as a field of study, is a very young field.
1.

True

2.

False

Consumer behavior has family roots in other disciplines such as
economics, anthropology, and psychology.
1.

True

2.

False

The subdisciplines of psychology that are highly relevant to consumer
behavior are social psychology and experimental psychology.
1.

True

2.

False

The final step in the consumption process is satisfaction.
1.

True

2.

False

Anthropology focuses on the thoughts, feelings and behaviors that people
have as they interact with other people.
1.

True

2.

False

Relationship marketing is based on the belief that firm performance is
enhanced through repeat business.
1.

True

2.

False


A market-oriented firm stresses the importance of creating value for
customers among all employees.
1.

True

2.

False

An understanding of consumer behavior can mean better business for
companies, better public policy for governments, and a better life for
individuals.
1.

True

2.

False

Marketing activities include the production, promotion, pricing, and
distribution of goods, services, ideas, and experiences that provide value
for consumers and other stakeholders.
1.

True

2.

False

The basic consumption process begins with the consumer recognizing
that he or she wants something new.
1.

True

2.

False

Benefits are the only result of consumption.
1.

True

2.

False

Interaction points refer to direct contacts between the firm and a
customer.
1.

True

2.

False


Cognitive psychology is helpful in understanding how consumers process
information from marketing communications such as advertisements.
1.

True

2.

False

Anthropology has contributed to consumer behavior research by allowing
researchers to interpret the relationships between consumers and the
things they purchase, the products they own, and the activities in which
they participate.
1.

True

2.

False

The basic consumption process involves a consumer assessing the costs
and benefits associated with a choice.
1.

True

2.

False

Marketing’s roots in economics are evident in the production and
distribution of goods.
1.

True

2.

False

Consumer behavior represents the process by which goods, services, or
ideas are used and transformed into value.
1.

True

2.

False

Consumer behavior focuses primarily on the study of groups of people
within a society.
1.

True

2.

False


Costs involve more that just the price of the product.
1.

True

2.

False

An exchange is the acting out of a decision to give something up in return
for something of equal value.
1.

True

2.

False

A highly competitive marketplace in which consumers have many
alternatives is more likely to result in better customer service than a
marketplace with little competition.

1.

True

2.

False

While consumer behavior refers to human thought and action, it is not
considered a field of study.
1.

True

2.

False

Consumer behavior is the set of value-seeking activities that take place as
people go about addressing realized needs.
1.

True

2.

False

Consumer behavior can be thought of as the actions, reactions and
consequences that take place as the consumer goes through a decision

making process, reaches a decision and then uses the product.
1.

True

2.

False