Question 1

Nikita's decision to buy her shoes at the same shop that her boss patronizes is the result of which sociological influence?
A) culture
B) opinion leaders
C) reference groups
D) social class

Accepted Answer

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

Question 2

Briefly describe each stage of the customer decision making process.

Accepted Answer

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

Question 3

A winery promotes its products by holding wine tastings at the restaurants of outstanding local chefs.  The winery is utilizing which sociological influence?
A) culture
B) opinion leaders
C) reference groups
D) social class

Accepted Answer

Opinion leaders are individuals who are well-informed and knowledgeable about certain products or services, and their opinions and recommendations are valued and trusted by others. In this case, the outstanding local chefs are opinion leaders in the restaurant industry, and their endorsement of the winery's products through wine tastings can influence their customers to try and potentially purchase the wines. The other options (culture, reference groups, social class) may also play a role in consumers' wine preferences but are less directly related to this specific marketing tactic.

Question 4

In general, a person can be an opinion leader even if he or she is not
A) knowledgeable.
B) visible.
C) exposed to the mass media.
D) nationally known.

Accepted Answer

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

Question 5

How can technology improve customer relationships?

Accepted Answer

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

Question 6

Sally is a new customer at Fit and Strong, a training facility for marathon athletes.  Upon entering the business, the receptionist asked Sally to fill out a customer profile questionnaire in order to collect data for company files. What information is likely to be asked of Sally?

Accepted Answer

The answer of Sally is a new customer at Fit...

Question 7

Behavioral patterns and values that characterize a group of consumers in a target market are called
A) reference groups.
B) cultures.
C) social classes.
D) perceptual categories.

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. It is an essential factor in shaping consumers' buying behavior and preferences. Reference groups refer to the groups to which individuals look for guidance in their behavior, social classes refer to the hierarchical grouping of individuals in a society based on their income, education, and occupation, and perceptual categories refer to the way individuals categorize products or brands in their minds based on their attributes or benefits.

Question 8

List the five major economic benefits of maintaining relationships with current customers.

Accepted Answer

The answer of List the five major economic benefits of...

Question 9

Caleb owns a small deli and is focusing on developing his business relationship with customers. What four underlying beliefs should Caleb consider in order to develop and provide great customer service?

Accepted Answer

The answer of Caleb owns a small deli and is...

Question 10

What should entrepreneurs understand about sociological influences on customers?

Accepted Answer

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

Question 11

Aspiring mystery writers study Agatha Christie to learn the art of writing that genre.  In this case, Christie would be considered:
A) how a subcultural analysis impacts marketing efforts.
B) an opinion leader with which businesses want to affiliate.
C) a reference group for mystery writers
D) a social class because of her lifestyle choices.

Accepted Answer

Agatha Christie is considered a reference group for aspiring mystery writers, as they study her writing style and techniques to improve their own writing in that genre.

Question 12

Compare CRM marketing efforts between current customers and new customers.

Accepted Answer

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

Question 13

Identify five outcomes of customer satisfaction.

Accepted Answer

The answer of Identify five outcomes of customer satisfaction....

Question 14

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 15

Identify and explain the importance of five indicators of extraordinary customer service.

Accepted Answer

The answer of Identify and explain the importance of five...

Question 16

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....

Question 17

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 18

Discuss the importance of why small businesses should offer personal attention.  What are suggestions for implementing such procedures.

Accepted Answer

The answer of Discuss the importance of why small businesses...

Question 19

Billy admires firemen.  He wants to dress like them, wear a fireman's hat, and pretend to put out fires.  For Billy, firemen are:
A) a referral group.
B) a reference group.
C) a perceptual group.
D) an associate group.

Accepted Answer

A reference group is a group that an individual uses as a frame of reference for their attitudes, behaviors, and beliefs. Billy is using firemen as a reference group by wanting to emulate their dress and behavior.

Question 20

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.
A) expert
B) group
C) referent
D) expert.

Accepted Answer

Referent power refers to the influence that an individual or group has over a person based on a perceived attractiveness or desirability. In this scenario, Erin's friends have referent power over her because she wants to be affiliated with them and is willing to shop at the same store as them to maintain that affiliation. Expert power refers to the influence that an individual or group has over a person based on their knowledge or expertise. Since expertise is not mentioned in the scenario, options A and D can be eliminated. Group power refers to the influence that a larger group has over an individual. In this scenario, Erin's friends do not necessarily represent a larger group with greater influence, so option B can also be eliminated.

Quiz 14: Building Customer Relationships

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

Briefly describe each stage of the customer decision making process.

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

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

How can technology improve customer relationships?

Sally is a new customer at Fit and Strong, a training facility for marathon athletes. Upon entering the business, the receptionist asked Sally to fill out a customer profile questionnaire in order to collect data for company files. What information is likely to be asked of Sally?

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

List the five major economic benefits of maintaining relationships with current customers.

Caleb owns a small deli and is focusing on developing his business relationship with customers. What four underlying beliefs should Caleb consider in order to develop and provide great customer service?

What should entrepreneurs understand about sociological influences on customers?

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

Compare CRM marketing efforts between current customers and new customers.

Identify five outcomes of customer satisfaction.

Identify and explain the importance of five indicators of extraordinary customer service.

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?

Discuss the importance of why small businesses should offer personal attention. What are suggestions for implementing such procedures.

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

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.