Which dimension of self-concept refers to the individual’s perception of who I would
like to be?
A. actual self-concept
B. ideal self-concept
C. private self-concept
D. social self-concept
E. future self-concept
Ads that encourage consumers to remember past personal experiences and use language
such as “you” and “your” in the copy are using the strategy of _____ to enhance
message involvement.
A. importance
B. personalization
C. dual coding
D. mood enhancement
E. self-referencing
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
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
Ronald is dissatisfied with a product he has bought. What is the first decision Ronald
will make with regard to his dissatisfying situation?
A. whether to complain to the store or to the manufacturer
B. whether or not to stop buying that brand
C. whether or not to take any external action
D. whether or not to initiate legal action
E. whether or not to complain to a government agency
Which of the following tends to be more holistic in nature, and the brand is not
decomposed into distinct components that are evaluated separately from the whole?
A. affective choice
B. attitude-based choice
C. rational choice
D. attribute-based choice
E. instrumental choice
Gertrude expresses deeply felt environmental concerns and tailors everything she does
and purchases to these beliefs. Which segment of environmental activism best describes
Gertrude?
A. Eco-Centrists
B. Proud Traditionalists
C. Frugal Earth Mothers
D. Eco-Chic
E. none of the above
Which of the following is NOT an external influence on organization buyer behavior?
A. firmographics
B. culture
C. perception
D. government
E. marketing activities
According to the Pew Hispanic Center, which generation of Hispanic adults is born in
the United States to U.S.-born parents, has the highest education and income levels, is
most likely to identify themselves as Americans, is most likely to have English as the
primary language, and is somewhat less likely to ascribe to traditional values?
A. First generation adults
B. Second generation adults
C. Third generation adults
D. Primary generation adults
E. Secondary generation adults
Consumer ability to effectively cope with stressful situations relates to the concept of
_______.
A. message filtering
B. emotional intelligence
C. rage reduction
D. anger management
E. consumer support
Which term is used to refer to whether a person is biologically a male or female?
A. gender
B. sex
C. gender identity
D. a and b
E. a, b, and c
Which emotion would be classified under the “arousal” dimension of emotion?
A. duty
B. distraction
C. guilt
D. shame
E. disgust
To survive in a competitive environment, an organization must provide its target
customers more _____ than is provided to them by its competition.
A. product
B. service
C. value
D. feedback
E. attention
For which type of firm has research shown that reducing the number of customers who
leave by 5 percent resulted in the highest percentage increase in average profits per
customer?
A. auto services
B. branch banks
C. insurance brokerage
D. industrial laundry
E. credit insurance
Gertrude is 93 years old, but she perceives herself to be about 65 years old. Sixty-five is
Gertrude’s _____ age.
A. felt age
B. real age
C. cognitive age
D. perceptual age
E. chronological age
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
Erin is very imaginative and appreciative of all types of art. She is very creatively
talented, and others come to her for novel solutions to problems because she tends to
“think outside the box.” Which core trait best describes Erin?
A. extroversion
B. introversion
C. instability
D. agreeableness
E. openness to experience
Late adolescents and early teens are known as _________.
A. little kids
B. big kids
C. tweens
D. Generation X
E. young adults
Which approach to problem recognition attempts to determine human capabilities in
areas such as vision, strength, response time, flexibility, and fatigue and the effect on
these capabilities of lighting, temperature, and sound?
A. activity analysis
B. product analysis
C. problem analysis
D. human factors research
E. emotion research