Question 1

Both salespeople and customers vary individually in their approaches to sales interactions, for example, in assertiveness, intimidation, knowledge of traits, and preferences of people, etc. This variability is known as:
A) submissive analysis.
B) sales leadership.
C) relationship marketing.
D) interaction style.

Accepted Answer

Interaction style refers to the different ways individuals approach interactions with others, including variations in assertiveness, intimidation, and understanding of others' traits and preferences, especially relevant in sales contexts.

Question 2

Compare and contrast unplanned buying and impulse buying.

Accepted Answer

The answer of Compare and contrast unplanned buying and impulse...

Question 3

If Xerox overestimates the time a customer has to wait for a service rep to arrive, then has the rep arrive well before the set time frame, the customer will be suitably impressed. This is a technique that emphasizes the use of:
A) overinflating.
B) undermanaging.
C) managing expectations.
D) overpromising.

Accepted Answer

This technique is known as managing expectations. By setting the expectation for a longer wait time and then exceeding that expectation by arriving early, Xerox is effectively managing the customer's expectations to create a positive impression.

Question 4

When a consumer expresses dissatisfaction about a product to friends, and/or boycotts the store, this is termed:
A) preference response.
B) private response.
C) second-party response.
D) third-party response.

Accepted Answer

When a consumer expresses dissatisfaction about a product by telling friends or boycotting the store, it is considered a private response. This type of response involves actions taken by the consumer that are not directly communicated to the company or involve formal entities like regulatory bodies, but rather are shared within the consumer's private network or result in personal decisions like boycotting.

Question 5

In 1980, Tylenol faced a crisis: Some customers died after ingesting their tablets. This was due to sabotage by cyanide poisoning. True or not, the consumers saw this as a product failure in terms of quality and safety. The strategy was, first and foremost:
A) protect the brand; make sure it is seen as sabotage.
B) reassure customers; safety is the first concern.
C) execute fresh public relations with Tylenol clearly presented as being the best.
D) batten down the hatches; it will blow over.

Accepted Answer

The primary strategy was to reassure customers that their safety was the first concern, which Tylenol did by recalling products and introducing tamper-proof packaging.

Question 6

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle, he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations?
A) unplanned buying
B) impulse buying
C) demand-enhanced buying
D) planned buying

Accepted Answer

Samuel did not plan to buy cinnamon and it is not on his grocery list, so he is experiencing unplanned buying. Impulse buying usually refers to buying something on a whim without any prior thought or need, and demand-enhanced buying involves purchasing a product that has been promoted or marketed in a way that creates a higher demand for it than usual. Planned buying, on the other hand, involves purchasing items that are on a predetermined list or that have been planned for in advance.

Question 7

What is the primary purpose of a point-of-purchase stimulus?
A) to change the atmospherics of a store
B) to put a product into the customers' evoked set
C) to increase the sense of "fun" that customers can experience while shopping
D) to increase the likelihood of impulse buying

Accepted Answer

The primary purpose of a point-of-purchase stimulus is to increase the likelihood of impulse buying by attracting customers' attention to a product at the place and time they are making their purchase decision.

Question 8

The importance of the salesperson in influencing buying behaviour can be understood in terms of exchange theory, which stresses that there must be an effective store policy for the exchange of products or refund of money if the consumer is unhappy with a purchase.

Accepted Answer

Exchange theory primarily focuses on the dynamics of social relationships and the reciprocal exchange of resources, benefits, and obligations, rather than specific store policies or the role of salespersons in influencing buying behavior.

Question 9

What is meant by the term "identity negotiation"?

Accepted Answer

The answer of What is meant by the term "identity...

Question 10

According to the expectancy disconfirmation model, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is high. This is true, however, only if the expectation falls outside of the zone of:
A) accommodation.
B) alteration.
C) abandonment.
D) attachment.

Accepted Answer

The expectancy disconfirmation model suggests that customer satisfaction is based on the match between expected and actual performance. The "zone of accommodation" refers to the range within which customers are willing to accept variations from their expectations. If a product is promoted as being better than it actually is, and this perceived quality falls outside of the zone of accommodation, customers are likely to be dissatisfied, even if the product's innate quality is high.

Question 11

One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________, which stresses that each participant gives something to the other and hopes to receive something in return.
A) risk-aversion theory
B) gestalt theory
C) exchange theory
D) interchange theory

Accepted Answer

Exchange theory is the correct answer because it explains social interactions and relationships in terms of exchanges, where each participant gives something and expects something in return, which aligns with the role of a salesperson in a store.

Question 12

Identity negotiation is the process by which the salesperson and the customer reach some agreement about the roles each will play during the sales interaction.

Accepted Answer

Identity negotiation involves establishing and agreeing upon the roles and expectations between parties, such as a salesperson and customer, during interactions.

Question 13

Salespeople have discovered that consumer traits are not important; all that is important are their product/service needs.

Accepted Answer

Consumer traits are important as they influence buying behavior, preferences, and how a salesperson should approach a customer. Understanding these traits helps in tailoring the sales approach to better meet the individual needs and desires of each consumer.

Question 14

According to exchange theory, what "value" does a customer look for in a sales interaction with a salesperson?

Accepted Answer

The answer of According to exchange theory, what "value" does...

Question 15

When Ford of Canada sends out follow-up letters to recent vehicle purchasers, they are most likely trying to:
A) speed up the purchase cycle.
B) increase the value added.
C) reinforce purchase decisions.
D) match competitors.

Accepted Answer

Sending follow-up letters to recent vehicle purchasers is a strategy used to reinforce purchase decisions. It helps in building customer satisfaction and loyalty by making the customers feel valued and confident in their purchase.

Question 16

Minnie buys a Hoover upright vacuum cleaner. On her way to the car with her roommate Adelaide, Adelaide is already reviewing what Minnie is going to say. Minnie was brought up around Hoovers. Her mom loved them so they must be good. Everybody says they are the most dependable brand. There were lots of signs about them in the store. But, Adelaide thinks, if this particular vacuum cleaner doesn't live up to the set expectations, Minnie will be unfit to live with! Adelaide is expressing the principle behind the:
A) expectancy confirmation model.
B) expectancy belief model.
C) expectancy disbelief model.
D) expectancy disconfirmation model.

Accepted Answer

Adelaide is expressing the expectancy disconfirmation model, which suggests that consumer satisfaction is determined by the difference between initial expectations and the actual performance of a product. If the product fails to meet expectations, dissatisfaction occurs.

Question 17

Mark expected that he was going to have to deal with a middle-aged man in a loud sport coat, and he was surprised when the salesperson, Melanie, approached. He inferred that he would not have to be so tough negotiating with a woman of his own age. Almost immediately, Melanie rejected his low-bid offer for the classic silver 1987 Camaro. In the sales interaction, they had quickly reached a tacit agreement about the way each would behave during the sale, a process called:
A) interaction dominance.
B) missionary selling.
C) pre-purchase search.
D) identity negotiation.

Accepted Answer

The correct term for the process where individuals in a social interaction reach an unspoken understanding about each other's roles and behaviors is "identity negotiation." This involves adjusting one's behavior and expectations based on the perceived identity of the other person in the interaction, as seen in the interaction between Mark and Melanie.

Question 18

What do consumers most frequently look for in products?
A) colour and style
B) price and warranty
C) quality and warranty
D) quality and value

Accepted Answer

Consumers most frequently look for quality and value in products as these factors ensure that they are getting a good product for a fair price, which satisfies their needs and expectations.

Question 19

Competition for shoppers is getting rougher. Retailers now must offer something extra to lure shoppers, whether that something is excitement or just plain bargains. What are some of the store influences on consumers?

Accepted Answer

The answer of Competition for shoppers is getting rougher. Retailers...

Question 20

Daniel is going through the checkouts at his local Maritime area Sobeys grocery store when he notices a new flavour of Trident gum and adds it to his items. This gum is an example of a(n):
A) convenience item.
B) routine purchase.
C) loss leader.
D) impulse item.

Accepted Answer

Impulse items are products that a shopper buys without prior planning when they see them, typically because of a sudden urge. Daniel's decision to add the new flavour of Trident gum to his items upon noticing it at the checkout illustrates this behavior.

Quiz 10: Buying and Disposing

Both salespeople and customers vary individually in their approaches to sales interactions, for example, in assertiveness, intimidation, knowledge of traits, and preferences of people, etc. This variability is known as:

Compare and contrast unplanned buying and impulse buying.

If Xerox overestimates the time a customer has to wait for a service rep to arrive, then has the rep arrive well before the set time frame, the customer will be suitably impressed. This is a technique that emphasizes the use of:

When a consumer expresses dissatisfaction about a product to friends, and/or boycotts the store, this is termed:

In 1980, Tylenol faced a crisis: Some customers died after ingesting their tablets. This was due to sabotage by cyanide poisoning. True or not, the consumers saw this as a product failure in terms of quality and safety. The strategy was, first and foremost:

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle, he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations?

What is the primary purpose of a point-of-purchase stimulus?

The importance of the salesperson in influencing buying behaviour can be understood in terms of exchange theory, which stresses that there must be an effective store policy for the exchange of products or refund of money if the consumer is unhappy with a purchase.

What is meant by the term "identity negotiation"?

According to the expectancy disconfirmation model, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is high. This is true, however, only if the expectation falls outside of the zone of:

One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________, which stresses that each participant gives something to the other and hopes to receive something in return.

Identity negotiation is the process by which the salesperson and the customer reach some agreement about the roles each will play during the sales interaction.

Salespeople have discovered that consumer traits are not important; all that is important are their product/service needs.

According to exchange theory, what "value" does a customer look for in a sales interaction with a salesperson?

When Ford of Canada sends out follow-up letters to recent vehicle purchasers, they are most likely trying to:

What do consumers most frequently look for in products?

Competition for shoppers is getting rougher. Retailers now must offer something extra to lure shoppers, whether that something is excitement or just plain bargains. What are some of the store influences on consumers?

Daniel is going through the checkouts at his local Maritime area Sobeys grocery store when he notices a new flavour of Trident gum and adds it to his items. This gum is an example of a(n) :