Question 1

Erin often shops at a retail store where her friends shop because of her desire to be affiliated with the group.The friends are exerting ______ power over Erin.

Accepted Answer

Referent power refers to the influence that a person has because of their relationship with others in a certain group or community. In this case, Erin is being influenced by her desire to be affiliated with her friends, which is an example of referent power. Expert power, on the other hand, refers to the influence that a person has because of their knowledge and expertise in a certain area. Therefore, option C (referent power) is the best choice.

Question 2

Mandy is shopping for a new car.She is visiting a privately owned lot in her hometown and describes to Jane,the salesperson,that she wants a four-door sedan with high fuel economy and a leather interior.Jane then shows her three cars that she thinks may fit Mandy's preferences.What stage of the decision making process is Mandy in and what should Jane understand about Mandy's search to complete the sale?

Accepted Answer

The answer of Mandy is shopping for a new car.She...

Question 3

In general,a person can be an opinion leader even if he or she is not

Accepted Answer

The answer of In general,a person can be an opinion...

Question 4

A winery promotes its products by holding wine tastings at the restaurants of outstanding local chefs.The winery is utilizing which sociological influence?

Accepted Answer

Opinion leaders are individuals who exert influence on others due to their perceived expertise or social status. In this scenario, the winery is targeting outstanding local chefs, who are likely seen as opinion leaders within their community. By holding wine tastings at their restaurants, the winery is hoping to leverage the chefs' influence to promote their products.

Question 5

Greg is a retired NBA basketball player who has returned to his small hometown to open a basketball gym.There are no other businesses in his area like his concept and he wants to reach his customers.What psychological influences on his consumers does Greg need to consider before opening his location and how will they apply to the basketball gym?

Accepted Answer

The answer of Greg is a retired NBA basketball player...

Question 6

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-Goal-oriented forces that organize and give direction to the tension caused by unsatisfied needs

Accepted Answer

Motivations are goal-oriented forces that give direction to the tension caused by unsatisfied needs.

Question 7

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-Divisions within a society having different levels of social prestige

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 8

Billy admires firemen.He wants to dress like them,wear a fireman's hat,and pretend to put out fires.For Billy,firemen are:

Accepted Answer

A reference group is a group that individuals use as a reference point in making decisions, in this case, Billy is using firemen as a reference point for his dress and behavior. A referral group would be a group that an individual aspires to join or be a part of, whereas a perceptual group is a group that an individual perceives they belong to based on shared characteristics. An associate group is a less formal group of individuals who come together for a common purpose.

Question 9

Compare CRM marketing efforts between current customers and new customers.

Accepted Answer

The answer of Compare CRM marketing efforts between current customers...

Question 10

How can technology improve customer relationships?

Accepted Answer

The answer of How can technology improve customer relationships?...

Question 11

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-A small group that an individual allows to influence his or her behavior

Accepted Answer

The answer of Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience...

Question 12

What should entrepreneurs understand about sociological influences on customers?

Accepted Answer

The answer of What should entrepreneurs understand about sociological influences...

Question 13

Aspiring mystery writers study Agatha Christie to learn the art of writing that genre.In this case,Christie would be considered:

Accepted Answer

Agatha Christie is a reference group for aspiring mystery writers, as they study her works to learn the art of writing in that genre. A reference group is a group that individuals use as a standard for evaluating themselves and their own behavior. In this case, Christie is the standard for writing mystery novels.

Question 14

Nikita's decision to buy her shoes at the same shop that her boss patronizes is the result of which sociological influence?

Accepted Answer

The answer of Nikita's decision to buy her shoes at...

Question 15

Aly'an is a country rock band that has a new CD and is gaining a fan base.The band wants to connect with their fans,increase CD sales and have more shows.What are tools they could use to drive more people to their website?

Accepted Answer

The answer of Aly'an is a country rock band that...

Question 16

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-An approach that recognizes that,with every interaction,customers learn something about a company that will affect their desire to do business there in the future

Accepted Answer

Customer experience management (CEM) is an approach that focuses on managing and improving every interaction a customer has with a company to enhance their overall experience.

Answer: D
 Customer lifetime value (CLV) is a metric used to analyze the long-term financial value of a customer and predict their financial impact on a company.

Answer: E
 Customer relationship management (CRM) is a strategy that companies use to manage interactions with customers and potential customers, with the goal of improving relationships and ultimately driving sales.

Answer: H
 Opinion leaders are individuals who have significant influence on the attitudes and opinions of others. In the context of marketing, they are often used as a way to promote products or services through word-of-mouth recommendations.

Answer: I
 Perception refers to the way that people interpret and make sense of information that they receive through their senses. In the context of marketing, understanding consumer perception is important for developing effective messaging and branding strategies.

Answer: K
 Reference groups are groups of people who have a significant impact on an individual's behavior and attitudes. These groups can be social or cultural, and individuals may seek to emulate the behaviors and beliefs of those within them.

Question 17

Behavioral patterns and values that characterize a group of consumers in a target market are called

Accepted Answer

Behavioral patterns and values that characterize a group of consumers in a target market are called cultures. Culture refers to the shared beliefs, values, customs, behaviors, and artifacts that characterize a group or society. Culture plays a significant role in shaping consumer behavior, and marketers need to pay attention to cultural differences among consumers when developing marketing strategies.

Question 18

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-A group member who plays a key communication role

Accepted Answer

Opinion leaders are group members who play a key communication role by influencing the attitudes and behaviors of other members of the group.

Question 19

Briefly describe each stage of the customer decision making process.

Accepted Answer

The answer of Briefly describe each stage of the customer...

Question 20

Match the term with its definition.
a.Attitude
b.Culture
c.Customer experience management
d.Customer Lifetime Value
e.Customer relationship management
f.Motivations
g.Needs
h.Opinion leader
i.Perception
j.Perceptual categorization
k.Reference group
l.Social classes
-Behavioral patterns and values that characterize a group of consumers in a target market

Accepted Answer

Culture refers to the behavioral patterns and values that characterize a group of consumers in a target market.

Quiz 14: Building Customer Relationships