978-1260100044 Test Bank Chapter 17 Part 1

Chapter 17 Test Bank

Multiple Choice Questions

1. Brick and mortar stores with the goal to design environments that are emotionally engaging, entertaining, and

memorable are using a strategy known as

A. visual inventory

B. social media engagement

C. push and pull technology

D. shoppertainment

E. All of these choices are correct.

2. Which of the following is true regarding online shopping?

A. Most future growth will come from new users.

B. Most future growth will come from existing buyers.

C. Annual growth in the number of Internet users is low.

D. Most future growth will come from existing buyers and annual growth in the number of Internet users is low.

E. Most future growth will come from new users and annual growth in the number of Internet users is low.

3. The top categories of online spending include

A. personal care products

B. apparel

C. electronics and appliances

D. personal care products and electronics and appliances

E. All of these choices are correct.

4. Any source of products or services for consumers is referred to as a

A. retail outlet.

B. contact point.

C. transaction point.

D. distribution outlet.

E. channel outlet.

5. Consumers acquiring products through catalogs, telemarketing, direct mail, or computer orders is referred to as

A. outsourcing.

B. outlet shopping.

C. non-traditional shopping.

D. in-home shopping.

E. All of these choices are correct.

17-3

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-01 Describe how retailing is evolving.

Topic: The Evolving Retail Scene

6. Jane was looking through the Pottery Barn catalog and saw some lamps she liked. Instead of calling the toll-free

number to purchase the lamps, she went to Pottery Barn’s website and ordered them. This is an example of

A. alternative shopping.

B. outsourcing.

C. multilevel marketing.

D. nontraditional shopping.

E. in-home shopping.

7. Online retail spending represents what percentage of total retailing in the United States?

A. less than 1%

B. 9%

C. 21%

D. 38%

E. over 50%

8. Mobile retailing sales are projected to account for what percentage of online retail sales in the U.S.?

A. less than 1%

B. 10%

C. 25%

D. 40%

E. over 50%

9. What are the top categories searched for by smartphone shoppers?

A. personal care products

B. apparel (clothing, shoes and accessories)

C. electronics

D. personal care products and apparel (clothing, shoes and accessories)

E. apparel (clothing, shoes and accessories) and electronics

10. The top reason mobile shoppers download a shopping app is

A. recommended by others.

B. to make a specific activity/task easier.

C. to complete a purchase.

D. to get a specific reward for downloading the app.

E. to access discounts or offers.

17-5

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-01 Describe how retailing is evolving.

Topic: Mobile Retailing

11. Which of the following is not a smartphone activity done in-store by mobile shoppers?

A. read reviews of a product

B. compared prices

C. spoke with a sales representative

D. looked for discounts or offers

E. All of these choices are smartphone activities done in-store.

12. What is the top smartphone activity done in-store by mobile shoppers?

A. compared prices

B. looked for discounts or offers

C. browsed for products

D. took a picture of a product

E. read reviews of a product

13. Which of the following statements is false regarding online retailing?

A. The Internet is a major influence on in-store sales.

B. Amazon accounts for over 40 percent of online retail sales in the United States.

C. Research has shown that consumers shop online for reasons different to those for shopping from catalogs.

D. Catalogs and the Internet appear to work in a complementary fashion.

E. Online sales are only about 9 percent of retail sales.

14. Which of the following is the major reason consumers give for shopping online?

A. want product delivered same-day

B. unique merchandise (available only online)

C. price

D. impulse

E. customer service

15. Which of the following statements about omni-channel shoppers is (are) true?

A. Over 85 percent of shoppers are omni-channel shoppers.

B. The more channels an omni-shopper uses the more that shopper spends in-store.

C. Omni-channel shoppers have the same income as single-channel shoppers.

D. Omni-channel shoppers spend the same amount as single-channel shoppers online.

E. All of these choices are correct.

17-7

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Understand

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-02 Discuss the relationship among retail outlets as part of omni-channel shopping.

Topic: Omni-Channel Retailing for the Omni-Channel Shopper

16. Shoppers who search online and ultimately buy a product at a physical store engage in?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

17. What activity involves going to a brick-and-mortar store to see a product and then buying it online?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

18. Kim needs a new washer and dryer. She looks at Consumer Reports online to research different machines. She

determines that a Whirlpool set is best for her. She heads to her local Sears to examine the machines in person and

ultimately buys the machines at the store. What type of shopping behavior is Kim exhibiting?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

19. Jeremy needs a new pair of running shoes. He visits the local running store at a nearby shopping center. He tries

on several pairs at the store. After determining which pair he likes the most, he heads home to look online for that

exact shoe at the cheapest price. Jeremy is engaging in?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

20. Which of the following is (are) true about omni-channel shopping behavior?

A. Showrooming is more common than is webrooming.

B. Omni-channel shoppers tend to be Baby Boomers.

C. Showrooming is common among Millennials.

D. Webrooming involves searching in store and buying online.

E. All of these choices are true.

17-9

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Hard

Gradable: automatic

Learning Objective: 17-02 Discuss the relationship among retail outlets as part of omni-channel shopping.

Topic: Omni-Channel Retailing for the Omni-Channel Shopper

21. Providing in-aisle checkout service is a way for retailers to combat what omni-channel shopping behavior?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

22. A local electronics retailer asked sales associates to stay late several evenings one week for training on the

current merchandise sold in store and new mobile devices to help consumers with product assistance or ordering

while in store. This retailer is educating his employees in order to help combat what omni-channel shopping

behavior?

A. in-store shopping

B. webrooming

C. showrooming

D. sequential shopping

E. single-channel shopping

23. The top two barriers to online shopping are

A. preference to buy product in-store.

B. preference to see product in person.

C. preference to talk to salesperson in person.

D. preference to buy product in-store and preference to see product in person.

E. preference to see product in person and preference to talk to salesperson in person.

24. Shoppers who browse and/or purchase in more than one channel are known as

A. channel shoppers.

B. super shoppers.

C. omni-channel shoppers.

D. mobile shoppers.

E. None of these choices are correct.

25. Tasha loves to shop at Macy’s. She can scan Jessica Simpson bar codes with her mobile shopping app and check

prices and availability in Macy’s and other stores at the same time. To which shopping segment does Tasha belong?

A. channel shoppers

B. super shoppers

C. omni-channel shoppers

D. deal prone shoppers

E. None of these choices are correct.

17-11

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Understand

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-02 Discuss the relationship among retail outlets as part of omni-channel shopping.

Topic: Omni-Channel Retailing for the Omni-Channel Shopper

26. In order for online retailers to overcome shoppers’ inability to “touch” the product they can

A. design appropriate web pages.

B. offer deep discounts.

C. offer free merchandise.

D. advertise with videos.

E. simulate the experience with technology.

27. Approaches to reduce online privacy concerns include

A. making it easier to contact the store

B. the use of security verification systems

C. improving the search capabilities

D. making it easier to contact the store and the use of security verification systems

E. All of these choices are correct.

28. Which of the following is false regarding shopping cart abandonment?

A. Roughly 70 percent of all shopping carts consumers start are abandoned before purchase.

B. Those who abandon carts cannot be reengaged.

C. Targeted email campaigns should focus on a promotional deal.

D. The top reason for abandonment is the high cost of shipping and handling.

E. Roughly 70 percent of all shopping carts consumers start are abandoned before purchase and targeted email

campaigns should focus on a promotional deal.

29. Which of the following is not a reason consumers gave for why they don’t like shopping in stores?

A. don’t like shopping

B. dealing with crowds

C. salespeople are poorly informed

D. parking and traffic

E. All of these choices are reasons why consumers don’t like shopping in stores.

30. What was the main reason consumers gave in a survey for why they don’t like shopping in stores?

A. don’t like shopping

B. dealing with crowds

C. salespeople are poorly informed

D. parking and traffic

E. the time it takes to shop

17-13

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Hard

Gradable: automatic

Learning Objective: 17-01 Describe how retailing is evolving.

Topic: Store-Based Retailing

31. Suzy is having her sixth birthday party at Sweet and Sassy Salon. She and six of her friends will get a complete

“make-over” with glittery makeup and shiny extensions added to their hair. This is an example of which approach

retailers are taking to improve the shopping experience?

A. kiosks

B. mini-stores

C. lifestyle centers

D. brand stores

E. “destination areas” within stores

32. Which of the following barriers to online purchasing is related to consumer fears regarding how personal

information about them that is gathered online might be used?

A. lack of “touch”

B. online privacy concerns

C. economic costs

D. opportunity costs

E. dispersion concerns

33. Mobile apps that anticipate user needs and provide related information through automatic updates are called:

A. smart apps

B. advertising apps

C. pull-based apps

D. push-based apps

E. omni-channel apps

34. Sarah is interested in purchasing a new coffee table for her living room. She is unsure what size, shape and color

of table will look best in her apartment, but realizes that she can’t just bring several options home to try out. She

heads to a local furniture store for help. What mobile retailing technology may be useful to Sarah in choosing a

table?

A. push-based apps

B. in-store beacons

C. artificial Intelligence

D. augmented reality

E. one-click mobile payments

35. Chatbots are an example of what emerging technology in mobile retailing?

A. push-based apps

B. in-store beacons

C. artificial Intelligence

D. augmented reality

E. one-click mobile payments

17-15

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-02 Discuss the relationship among retail outlets as part of omni-channel shopping.

Topic: Omni-Channel Retailing for the Omni-Channel Shopper

36. Omni-channel shoppers

A. rely on mobile and mobile shopping apps

B. belong to Gen Y

C. belong to Gen X

D. rely on mobile and mobile shopping apps and belong to Gen Y

E. All of these choices are correct.

37. Financial cost, time cost, and effort cost are examples of

A. economic risk.

B. social risk.

C. physical risk.

D. actual risk.

E. All of these choices are correct.

38. Which emerging mobile retailing technology is helpful in alleviating consumers’ perceived social and economic

risks associated with buying products like furniture?

A. push-based apps

B. in-store beacons

C. artificial Intelligence

D. augmented reality

E. one-click mobile payments

39. Which of the following affects consumers’ retail outlet selection?

A. outlet image

B. retailer brands

C. retail advertising

D. outlet location and size

E. All of these choices are correct.

40. Which of the following is not a factor affecting consumers’ retail outlet selection?

A. outlet image

B. retailer brands

C. retail advertising

D. outlet location and size

E. number of levels of distribution

17-17

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Remember

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-03 Explain the retail and consumer attributes that affect outlet selection.

Topic: Attributes Affecting Retail Outlet Selection

41. A given consumer’s or target market’s perception of all the attributes associated with a retail outlet is generally

referred to as the

A. store atmosphere.

B. servicescape.

C. store image.

D. store ambiance.

E. store personality.

42. The “Merchandise” dimension of store image includes

A. quality.

B. selection.

C. price.

D. style.

E. All of these choices are correct.

43. The “Service” dimension of store image includes all of the following except

A. easy returns.

B. sales personnel.

C. delivery.

D. credit.

E. All of these choices are included.

44. Which dimension of store image consists of quality, selection, style, and price components?

A. merchandise

B. service

C. physical facilities

D. store atmosphere

E. institutional

45. Rebecca is opening a women’s shoe store. She is carefully considering the quality, selection, style, and price that

she wants for her store. Which dimension of store image is she concerned with?

A. merchandise

B. service

C. physical facilities

D. store atmosphere

E. institutional

17-19

of McGraw-Hill Education.

AACSB: Analytical Thinking

Accessibility: Keyboard Navigation

Blooms: Understand

Difficulty: Moderate

Gradable: automatic

Learning Objective: 17-03 Explain the retail and consumer attributes that affect outlet selection.

Topic: Outlet Image

46. Which of the following components represent the service dimension of a store’s image?

A. quality, selection, style, and price

B. layaway plan, sales personnel, easy return, credit, and delivery

C. location and parking

D. congeniality, fun, excitement, and comfort

E. store reputation

47. Wendy was describing to her friend what the American Girl store is Chicago is like. She was telling her about all

the different rooms that were in the store, such as a room for each doll (e.g., Bitty Baby, Felicity, Kit, etc.), a room

for furniture, a room for girl-sized clothing that matched the dolls’ clothing, the tea room, and the auditorium where

she saw a stage show. Which dimension of store image was Wendy describing?

A. merchandise

B. service

C. physical facilities

D. convenience

E. institutional

48. Good product offers and information, value, and alignment with consumers’ interests are components of which

dimension of online retailer image?

A. usefulness

B. enjoyment

C. trustworthiness

D. style

E. familiarity

49. The trustworthiness dimension of an online retailer’s image is represented by which components?

A. good product offers and information, value, aligned with interests

B. fun, attractive, pleasant to browse

C. easy to use and navigate, flexible site

D. reputation, information safety and security

E. fast and flexible delivery and transactions

50. Brands owned and sold by a specific retail outlet are known as

A. primary brands.

B. secondary brands.

C. store brands.

D. internal brands.

E. limited distribution brands.