Chapter 13 Test Bank
1. The purchase decision and consumption process always occur in the context of
A. others.
B. a specific situation.
C. marketing communications.
D. an extended decision-making process.
E. a social surrounding.
2. To understand a consumer’s behavior, we must know about the
A. consumer.
B. situation.
C. stimulus object.
D. consumer and situation.
E. consumer, situation, and stimulus object.
3. All those factors particular to a time and place that do not follow from knowledge of the stable attributes of the
consumer and the stimulus and that have an effect on current behavior are known as
A. situational influence.
B. motivators.
C. consumption triggers.
D. consumption influencers.
E. motivational influence.
4. Which of the following also includes a situation-specific component?
A. personality
B. self-concept
C. involvement
D. demographics
E. brand image
5. Which of the following is a situation in which consumer behavior occurs?
A. communications situation
B. purchase situation
C. usage situation
D. disposition situation
E. All of these choices are correct.
13-3
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of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Gradable: automatic
Learning Objective: 13-01 Define situational influence.
Topic: The Nature of Situational Influence
6. Which of the following is not a situation in which consumer behavior occurs?
A. communications situation
B. purchase situation
C. usage situation
D. disposition situation
E. All of these are situations in which consumer behavior occurs.
7. Which of the following is a situational characteristic?
A. product
B. package
C. temporal perspective
D. demographics
E. social class
8. Sharon has to purchase a gift for her mother and only has this afternoon to do so because her birthday party is that
evening. She’s wondering how she will be able get to the mall in time to pick out the perfect gift. This is an
illustration of which situation characteristic?
A. physical features
B. social surroundings
C. temporal perspective
D. task definition
E. antecedent state
9. Which of the following is not an individual characteristic influencing consumer behavior?
A. culture
B. attitudes
C. task definition
D. social class
E. motivation
10. Which of the following is not a consumption response?
A. task definition
B. problem recognition
C. purchase
D. disposition
E. alternative evaluation
13-5
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Gradable: automatic
Learning Objective: 13-01 Define situational influence.
Topic: The Nature of Situational Influence
11. The situation interacts with the marketing activity and the individual to determine behavior. Which of the
following is a marketing activity?
A. lifestyle
B. temporal perspective
C. package
D. purchase
E. task definition
12. Mark is developing the marketing strategy for his business, which is a retail store. He knows that situation
characteristics will interact with his marketing activity. Which of the following is a situation characteristic he needs
to consider?
A. social class
B. attitudes
C. lifestyle
D. task definition
E. All of these choices are correct.
13. The situation in which consumers receive information has an impact on their behavior and is referred to as the
__________ situation.
A. communications
B. purchase
C. usage
D. disposition
E. preliminary
14. In which situation do marketers attempt to place their ads in appropriate media contexts to enhance their
effectiveness?
A. communications
B. purchase
C. usage
D. disposition
E. preliminary
15. When orange juice attempted to expand the various times of day when consumers would see orange juice as an
appropriate beverage to consume, they were trying to influence which situation?
A. communication
B. usage
C. purchase
D. disposition
E. All of these choices are correct.
13-7
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Understand
Difficulty: Hard
Gradable: automatic
Learning Objective: 13-02 Explain the four types of situations and their relevance to marketing strategy.
Topic: The Usage Situation
16. Arm & Hammer baking soda has been very successful promoting other uses for this product. Advertisements
provide several uses other than baking, such as removing odors from carpeting, the laundry, and kitty litter boxes.
Finding more uses for a product is known as
A. disposition situation.
B. purchase situation.
C. communications situation.
D. expanded usage situation.
E. alternative usage situation.
17. In the United States, a man usually gives a woman a diamond ring for her to wear on her left-hand ring finger
when they become engaged to be married. However, one diamond distributor has developed the idea that women
should wear diamonds on their right hands as well. Marketing communications regarding the Diamond Right Hand
Ring stress the independence of women and their ability to buy a diamond for themselves. One ad claims that a
diamond on a left hand says “we,” while a diamond on the right hand says “me.” This diamond distributor is
attempting to
A. influence the competitive situation.
B. expand the usage situation.
C. reduce the disposition situation.
D. influence the social surroundings.
E. influence the temporal perspective.
18. Which situation involves consumers disposing of products or product packages after or before product use?
A. communications situation
B. purchase situation
C. usage situation
D. disposition situation
E. task situation
19. Decisions made by consumers regarding the __________ situation can create significant social problems as well
as opportunities for marketers.
A. disposition
B. purchase
C. communication
D. expanded usage
E. usage
20. Which group needs to understand how situational influences affect consumers’ disposition decisions?
A. marketers
B. government
C. environmental organizations
D. marketers and government
E. marketers, government, and environmental organizations
13-9
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Gradable: automatic
Learning Objective: 13-02 Explain the four types of situations and their relevance to marketing strategy.
Topic: The Disposition Situation
21. Walker and his wife have two children. They have purchased a new computer for their household every four
years or so for almost 20 years. When Walker purchases a new one, usually for him to be able to work at home, one
of his children will get the old one. However, they have a few old computers sitting in the attic and garage because
Walker doesn’t really know how to get rid of them. This is an example of which type of situation?
A. disposition situation
B. purchase situation
C. communications situation
D. expanded usage situation
E. replacement situation
22. Gertrude is very environmentally-conscious, so she only uses paper bags at the grocery store and tries to
purchase items in packages that are recyclable. Her behavior concerns which type of situation?
A. socially sensitive situation
B. disposition situation
C. usage situation
D. purchase situation
E. communications situation
23. Which of the following is not a key situational dimension or characteristic that influences consumer behavior?
A. physical surroundings
B. social surroundings
C. alternative evaluation
D. temporal perspectives
E. task definition
24. Décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the
stimulus object are included in which situational characteristic?
A. physical surroundings
B. social surroundings
C. temporal perspectives
D. task definition
E. antecedent states
25. Melanie lives in a small city that does not have a lot of the interesting retail stores. She and her two best friends
take a trip twice a year to places such as Atlanta, Dallas, and Chicago to go shopping. It’s so exciting for them to go
in some of the stores because they are so unique, and they have only seen them online or in catalogs. Also, several
cities now have lifestyle centers or town centers that are reminiscent of downtown in bygone days. All of the factors
such as décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding
the merchandise that Melanie and her friends make a special trip to experience comprise which situation
characteristic?
A. physical surroundings
B. social surroundings
C. temporal perspectives
D. task definition
E. antecedent states
26. The sum of all the physical features of a retail environment is referred to as the
A. store situation.
B. retail ambiance.
C. retail surroundings.
D. store atmosphere.
E. merchandising mix.
27. Many of you have probably heard of Banana Republic retail stores and perhaps have shopped there. Many of
you may not know that the store used to look much different than it does today. It used to be more like an adventure,
and the merchandise assortment was more appropriate for a safari. If you’ve ever seen an Indiana Jones movie, you
can get a pretty good idea of what Banana Republic used to look like. The stores would have a jeep in the store,
camouflage netting, and music from the 1940s playing. The inside had wooden beams and maps hung on the wall
that looked like treasure maps. Much of the merchandise was accompanied by a sign that had a tale of some
adventure associated with it. These physical features of the retail environment are referred to as the
A. store situation.
B. retail ambiance.
C. retail surroundings.
D. store atmosphere.
E. merchandising mix.
28. A store’s atmosphere can influence which of the following?
A. consumers’ judgments of the quality of the store
B. store’s image
C. shoppers’ moods
D. shoppers’ willingness to visit and linger
E. All of these choices are correct.
29. __________ is the process managers use to manipulate the physical retail environment to create specific mood
responses in shoppers.
A. Servicescape
B. Psychographics
C. Atmospherics
D. Environmentalism
E. Landscaping
30. Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she
wants to design the physical environment of retail stores, particularly those in women’s fashions. She wants to create
environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do?
A. architecture
B. retail atmospherics
C. art
D. graphic design
E. marketing
31. Atmosphere is referred to as __________ when describing a service business such as a hospital, bank, or
restaurant.
A. landscape
B. servicescape
C. ambiance
D. environment
E. servqual
13-14
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Gradable: automatic
Learning Objective: 13-03 Summarize the five characteristics of situations and their influence on consumption.
Topic: Physical Surroundings
32. With respect to the typology of service environments, a bank would be categorized as
A. utilitarian.
B. personal.
C. hedonic.
D. tangible.
E. moderate.
33. Marcie will soon be 50 years old, so to pamper herself, she decided to get a massage. With respect to the
typology of service environments, this type of service would be categorized as
A. utilitarian.
B. personal.
C. hedonic.
D. intangible.
E. moderate.
34. Which of the following services would be classified as having an extended hedonic consumption purpose?
A. bank
B. cruise
C. business dinner
D. exercise class
E. theater
35. Which of the following are components of the physical environment?
A. colors, aromas, music, and crowding
B. normal and expanded usage
C. utilitarian and hedonic product characteristics
D. moods and momentary conditions
E. internal and external influences
36. Which color is arousing?
A. red
B. yellow
C. blue
D. red and yellow
E. red, yellow, and blue
13-16
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Gradable: automatic
Learning Objective: 13-03 Summarize the five characteristics of situations and their influence on consumption.
Topic: Physical Surroundings
37. Which type of industry has developed around the use of ambient scents?
A. professional scenting
B. environmental fragrancing
C. scent motivation
D. environmental creationism
E. environmental construction
38. How does music influence consumer behavior?
A. subliminally
B. reduces consumers’ perception of overcrowding
C. changes temporal perspective
D. influences mood
E. changes cognitive structures
39. Mike is the owner of a restaurant that also has a bar. Based on research that studied the impact of background
music on restaurant patrons, what can Mike expect if he uses slow music in his establishment?
A. faster service time
B. customers spend less time at a table
C. larger amount of bar purchases
D. significantly more (i.e., 50% or more) spent on food purchases
E. greater number of customer groups leaving before seated
40. Crowding generally produces which outcome for the retail outlet and the consumer?
A. generally positive outcomes for the retailer, but negative outcomes for the consumer
B. generally negative outcomes for the consumer, but positive outcomes for the retailer
C. generally positive outcomes for both
D. generally negative outcomes for both
E. None of these choices are correct.
41. Which of the following statements is false regarding crowding as a situational characteristic?
A. Crowding generally produces negative outcomes for both the retail outlet and the consumer.
B. Most consumers find crowded feelings to be unpleasant.
C. Crowding is unpleasant regardless of a consumers’ culture.
D. Most consumers find feelings of crowding to be unpleasant and will spend less time in the store.
E. Crowding causes most consumers to spend more money.
13-18
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Gradable: automatic
Learning Objective: 13-03 Summarize the five characteristics of situations and their influence on consumption.
Topic: Physical Surroundings
42. Under conditions of crowding, consumers tend to
A. buy less.
B. make faster decisions.
C. use less information.
D. be less satisfied.
E. All of these choices are correct.
43. Under conditions of crowding, consumers tend do to all of the following except
A. buy less.
B. make faster decisions.
C. make more demands on the sales personnel.
D. be less satisfied.
E. All of these choices are correct.
44. A closed-in feeling created by a crowded store will result in adaptive strategies that could
A. lengthen shopping time, shorten purchases, and increase the use of in-store information.
B. shorten shopping time, increase purchases, and decrease the use of in-store information.
C. reduce shopping time, reduce purchases, and alter the use of in-store information.
D. reduce shopping time, reduce purchases, and greatly increase the use of in-store information.
E. None of these choices are correct.
45. The other individuals present in the particular situation are referred to as the
A. servicescape.
B. social surroundings.
C. physical surroundings.
D. store atmosphere.
E. temporal perspective.
46. Jessica and her friends are 16 years old and like to shop at Abercrombie & Fitch, which is a clothing store
targeted to teens and young adults. They like to go in that store because there are usually some pretty cute guys
working and shopping there. Even though there are some parents shopping with their teens, the other customers are
usually teens like themselves. The other individuals present in this store represent the
A. servicescape.
B. social surroundings.
C. physical surroundings.
D. store atmosphere.
E. temporal perspective.
13-20
Copyright © 2019 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent
of McGraw-Hill Education.
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
Blooms: Understand
Difficulty: Moderate
Gradable: automatic
Learning Objective: 13-03 Summarize the five characteristics of situations and their influence on consumption.
Topic: Social Surroundings
47. Some consumers are highly susceptible to interpersonal influence, which is a
A. norm.
B. situation factor.
C. product factor.
D. personality trait.
E. cultural factor.
48. Mimi is a teenager and wants to be accepted by her friends. In fact, she might act a certain way not because she
really wants to, but rather, she does it because others around her are doing it. The influence these others have on
Mimi represent which situational characteristic?
A. temporal perspective
B. physical surroundings
C. task definition
D. antecedent states
E. social surroundings