FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 14: Building Customer Relationships

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 21

Multiple Choice

Review LaterAdd Note

Review Later

Individual processes that ultimately give meaning to stimuli that confront consumers are known as

A) perceptions.
B) motivations.
C) attitudes.
D) opinions.

Correct Answer

verified

Show Answer

Question 22

True/False

Review LaterAdd Note

Review Later

Every group to which an individual belongs is a reference group for that consumer.

Correct Answer

verified

Show Answer

Question 23

Multiple Choice

Review LaterAdd Note

Economic benefits associated with maintaining relationships with current customers include:

Briefly describe each stage of the customer decision making process.

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

Jeff has concluded that his company selling professional football merchandise needs to increase its line of shirts.  He is in the ____ stage of the consumer decision making process.

Because culture drastically affects the behavior patterns and values of people, it has tremendous impact on the purchase and use of products.

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 is known as

Only three classes of needs-social, psychological, and spiritual- can be connected to behavior through motivations.

A transactional relationship is an association between a business and a customer that begins or ends with a purchase or a business exchange.

Information taken from warranty cards would be stored in which category of a customer profile?

CRM software programs

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

Marketers create needs that offer unique motivations to consumers.

The ability to enjoy one-on-one contact with customers has always been a competitive advantage for large firms.

Attitudes have an indirect impact on consumer behavior.

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.

There must be a company-wide commitment to CRM concept if CRM is to be productive.

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?

What should entrepreneurs understand about sociological influences on customers?