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Consumer Behavior, Satisfaction & Loyalty Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. _____ marketing generates more than twice the amount of sales compared to paid advertising.

Question 2 2. Which of the following does NOT typically give influencers the power to affect the purchase decisions of others?

Question 3 3. It is crucial for marketers to understand how learning impacts consumer behavior because:

Question 4 4. After seeing a TV advertising campaign for tennis shoes with her favorite song, Candace associates the song with the shoes. This is an example of:

Question 5 5. Your computer just broke and you have to decide whether to replace it. Which one of the following describes the current stage of your buying process?

Page 2

Question 6 6. You are using a nifty little feature available on a website that allows you to compare computer systems specification by specification. What stage of the consumer buying process are you at?

Question 7 7. What is a difficulty businesses are facing with customer loyalty programs?

Question 8 8. What is a customer loyalty program?

Question 9 9. Understanding post-purchase reactions from different market segments can be useful because:

Question 10 10. The majority of tactics marketers can use to help mitigate post-purchase dissonance are part of which one of the four Ps of marketing?

Page 3

Question 11 11. How is customer satisfaction measured?

Question 12 12. Why is it important for companies to nurture loyal customers?

Question 13 13. Which of the following factors determine your social class ?

Question 14 14. Which of the following factors determine how much a reference group has influence on a consumer buying decision?

Question 15 15. What is consumer involvement?

Page 4

Question 16 16. What are products that usually require only low involvement when purchasing?

Question 17 17. Marketers can eliminate cognitive dissonance by all of the following EXCEPT:

Question 18 18. Analyze which of the following is NOT a way that consumers recognize an unfulfilled want or need.

Question 19 19. Which is a type of customer loyalty?

Question 20 20. What are customer analytics?

Page 5

Question 21 21. What word could you use to replace 'value' in (average value of a sale)?

Question 22 22. Imagine a manager is calculating the CLV for a movie theater in a college town. They assume new customers visit twice a month, stay in town for an average of four years (since they are college students), and on average the movie theater makes $6 per transaction, what is the CLV?

Question 23 23. Name the Four Ps of Marketing:

Question 24 24. Consumer behavior helps marketers create an effective marketing strategy because:

Question 25 25. Which of the following is a psychographic factor?

Page 6

Question 26 26. What's a primary rationale for using psychographic market segmentation?

Question 27 27. How might a business be able to find out if its customers are satisfied with its services or products?

Question 28 28. The degree to which a product or service meets a customer's expectations is called _____.

Question 29 29. Word-of-mouth (WOM) marketing is most effective through social media outlets which include all EXCEPT the following

Question 30 30. Different experiences affect what consumers use from their long-term memory to process new stimuli. Referencing long-term memory information to interpret and evaluate short-term memory information is done through:

Consumer Behavior, Satisfaction & Loyalty Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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