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Management and Organizational Studies 3321 Study Guide - Final Guide: Pearson Education, Relationship Marketing, Sport CoatExam


Department
Management and Organizational Studies
Course Code
MOS 3321
Professor
Scott Connors
Study Guide
Final

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1
Copyright © 2017 Pearson Canada Inc.
Consumer Behaviour, 7e (Solomon)
Chapter 10 Buying and Disposing
1) A person's ________ is an important factor in his antecedent state before putting himself into
a purchasing environment.
A) shopping orientation
B) consumer satisfaction
C) exposure to point-of-purchase stimuli
D) reflective potential
Answer: A
Type: MC Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
2) A ________ is defined by factors beyond characteristics of the person and of the product that
influence the buying and/or using of products and services.
A) postpurchase process
B) purchase environment
C) consumption situation
D) psychological situation
Answer: C
Type: MC Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
3) The concept of ________ is based on building strong customer service experiences with loyal
customers in ways that foster a continued relationship over time.
A) relationship marketing
B) database management
C) customer co-creation
D) retention marketing
Answer: A
Type: MC Page Ref: 277-278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.

Only pages 1-3 are available for preview. Some parts have been intentionally blurred.

2
Copyright © 2017 Pearson Canada Inc.
4) With respect to the consumer behaviour model that has been presented in the text, the
________ consist(s) of the shopping experience, point-of-purchase stimuli, and sales
interactions.
A) antecedent states
B) postpurchase processes
C) cognitive processes
D) purchase environment
Answer: D
Type: MC Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
5) Which of the following product categories would have the strongest potential to be segmented
by usage situations?
A) toilet paper
B) shampoo
C) airline travel
D) furniture
Answer: D
Type: MC Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
6) Which of the following may considered to be a limitation of brick-and-mortar retailing?
A) security
B) shopping experience
C) ability to sample products
D) co-consumers
Answer: D
Type: MC Page Ref: 279
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
7) Variability in how an individual tailors his or her purchases at decision-making time is partly
determined by the consumer's situational self-image.
Answer: TRUE
Type: TF Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.

Only pages 1-3 are available for preview. Some parts have been intentionally blurred.

3
Copyright © 2017 Pearson Canada Inc.
8) A typical antecedent state is product disposal.
Answer: FALSE
Type: TF Page Ref: 278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
9) Explain the concept of relationship marketing.
Answer: The concept of relationship marketing is based on building strong customer service
experiences with loyal customers in ways that foster a continued relationship over time. A lot of
important consumer activity occurs after a product has been purchased and brought home. After
using a product, the consumer must decide whether he or she is satisfied with it. The satisfaction
process is especially important to a savvy marketer who realizes that the key to success is not
selling a product one time, but rather forging a relationship with the consumer so that he or she
will continue to buy the product in the future.
Type: ES Page Ref: 277-278
Skill: Concept
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
10) Explain how situational self-image might impact Ted's behaviour if he were on a date as
opposed to going out with the boys.
Answer: In addition to the functional relationship between products and usage situations,
another reason to take environmental circumstances seriously is that the role a person plays at
any time is partly determined by his or her situational self-image, where he or she basically asks,
"Who am I right now?" Someone trying to impress his date by playing the role of "gentleman"
may spend more lavishly, ordering champagne instead of beer and buying flowers—purchases he
would never consider making when he is hanging out with his friends, drinking beer, and playing
the role of "one of the boys." As this discussion demonstrates, knowledge of what consumers are
doing at the time a product is consumed can improve predictions of product and brand choice.
Type: ES Page Ref: 278
Skill: Application
Objective: L10-01 Understand that many factors at the time of purchase dramatically influence
the consumer's decision-making process.
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