Customer Relationship Management Test Preparation
Course Introduction
Customer Relationship Management (CRM) explores strategies, technologies, and practices used by organizations to manage and analyze customer interactions throughout the customer lifecycle. The course covers the fundamentals of building strong customer relationships to foster loyalty, retention, and long-term profitability. Students examine CRM systems, data analytics, and digital communication tools, reflecting on their roles in understanding customer needs, personalizing experiences, and driving business growth. Through case studies and practical applications, the course emphasizes how CRM aligns marketing, sales, and customer service functions to create value for both the business and its customers.
Recommended Textbook
CB 8th Edition by Babin
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16 Chapters
1600 Verified Questions
1600 Flashcards
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Page 2
Chapter 1: What is CB and Why Should I Care?
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/4294
Sample Questions
Q1) Unlike qualitative research, quantitative data are not researcher dependent.
A)True
B)False
Answer: True
Q2) In the context of consumer behavior (CB), researchers derive meaning from talking to people and observing their behavior rather than analyzing data in _____.
A) quantitative research
B) interpretive research
C) predictive analytics
D) prescriptive analytics
Answer: B
Q3) In the context of consumer behavior (CB) and marketing strategy, a product is a sum of its attributes.
A)True
B)False
Answer: False
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Chapter 2: Value and the Consumer Behavior Framework
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) What do the x- and y-axes on a perceptual map represent?
A) The hedonic value and utilitarian value that consumers get from product
B) The ideal point and the actual attributes of all the competing products in a market
C) The dimensions that consumers use to separate competitors on specific characteristics
D) The profitability of a particular product as a function of time
Answer: C
Q2) Market segmentation is a marketplace condition in which consumers do not view all competing products as identical to one another.
A)True
B)False
Answer: False
Q3) Consumers ultimately pursue good quality products because they address motivations that manifest themselves in needs and desires.
A)True
B)False
Answer: False
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Chapter 3: Consumer Learning Starts Here: Perception
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Mark avoids high-end brands as he considers them expensive. However, during one of his shopping trips, he notices that a luxury cologne is being sold at a slightly lower price. He buys this cologne even though he has to pay more than he usually does for a regular bottle of cologne. Which of the following has most likely influenced Mark's buying behavior?
A) Just noticeable difference
B) Just meaningful difference
C) Selective distortion
D) Selective exposure
Answer: B
Q2) ChocoTruk Inc., a restaurant that specializes in desserts, introduces a square-shaped ice cream cone made of soft marshmallow instead of the usual crunchy biscuit. However, ChocoTruk's customers do not seem too enthusiastic about it as it does not fit their idea of a traditional cone. Which of the following is most likely responsible for this customer reaction?
A) Contrast
B) Extinction
C) Accommodation
D) Assimilation
Answer: A
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Chapter 4: Comprehension, Memory, and Cognitive Learning
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Habituation refers to unintentional, spontaneous, recurrent memory of past and sometimes long-ago events that are not necessarily triggered by anything in the environment.
A)True
B)False
Q2) Internal factors within a consumer rarely influence the comprehension process of a marketing message.
A)True
B)False
Q3) Jeremy and his girlfriend go to a club to dance. Jeremy feels happy when he is dancing with her and enjoys the music and the food. In the given scenario, Jeremy's experience of the night is most likely to be stored in his _____.
A) sensory memory
B) episodic memory
C) workbench memory
D) long-term memory
Q4) Hemispheric lateralization influences metaphor comprehension.
A)True
B)False
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Chapter 5: Motivation and Emotion: Driving Consumer Behavior
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Schemata are developed and reinforced through actual experience.
A)True
B)False
Q2) Which of the following types of cognitive appraisals focuses on the future and elicits emotions like hopefulness or anxiety?
A) Agency appraisal
B) Outcomes appraisal
C) Equity appraisal
D) Anticipation appraisal
Q3) Raul steps out to meet his friends for a drink. As it is cold outside, he dresses in layers of warm clothing to protect himself from the sub-zero temperatures. Raul feels the need to dress warmly because of _____.
A) tropism
B) homeostasis
C) self-improvement motivation
D) an outcomes appraisal
Q4) How does mood-congruent recall affect consumer behavior?
Q5) List eight signs that might indicate social networking addiction.
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Q6) Describe the importance of consumer self-construal in consumer decision making.
Chapter 6: Personality, Lifestyles, and the Self-Concept
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) In the context of consumer behavior traits, _____ can be defined as an enduring tendency to strive to be better than others.
A) competitiveness
B) innovativeness
C) agreeableness
D) impulsiveness
Q2) The concepts of consumer personality, lifestyles, and the self-concept are often referred to as individual difference variables.
A)True
B)False
Q3) Define brand personality and explain its significance.
Q4) Finn is a researcher, and he wants to study how consumers' tendency to be productive affects their leisure activities. He also tries to find common personality traits that exist across consumers. Which of the following approaches to studying personality is Finn using in the given scenario?
A) Motivational research
B) Trait approach
C) Psychoanalytic approach
D) Factor analysis
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Chapter 7: Attitudes and Attitude Change
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Social judgment theory uses _____ to explain attitude change.
A) the central route and the peripheral route
B) latitudes of acceptance and latitudes of rejection
C) the utilitarian function and the hedonic function
D) high-involvement and low-involvement hierarchies
Q2) In the context of the elaboration likelihood model, which of the following is true of the peripheral route?
A) A consumer is likely to be fully equipped to process information in a message.
B) A consumer is likely to expend considerable effort in comprehending a message.
C) A consumer is unlikely to pay attention to the expertise of the spokesperson of a message.
D) A consumer is unlikely to develop cognitive responses to a message.
Q3) Briefly discuss the role of humor in message appeal.
Q4) The attitude-toward-the-object (ATO) model combines information about a number of beliefs and evaluations pertaining to an object's attributes.
A)True
B)False
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9
Chapter 8: Group and Interpersonal Influence
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/4301
Sample Questions
Q1) New Beginnings, a firm specializing in mother and childcare products, gives free samples of its latest products to new mothers. It also encourages mothers to share their feedback on the samples on a company blog created for this purpose. The company's goal is to stimulate positive word-of-mouth about its products. The given scenario is an example of _____.
A) separated self-schema
B) dissociative influence
C) organic word-of-mouth
D) amplified word-of-mouth
Q2) Jen makes handmade soaps and sells them at farmers' markets every Sunday. She wants her business to grow, so her husband decides to help her. They start a website to showcase the soaps. Jen's husband also praises her products using a fake identity on various online forums. In the given scenario, Jen's husband is using the tactic of _____.
A) stealth marketing
B) shilling
C) infiltrating
D) ambush marketing
Q3) Explain the three types of reference group influence.
Q4) Describe market mavens and surrogate consumers.
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Chapter 9: Consumer Culture
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/4302
Sample Questions
Q1) Claudia, a researcher, conducted a survey in Spain. She wrote her report in Spanish. However, she wants to publish her findings in English. She hires a translator to translate her report in English and hires another translator to translate it back to Spanish. Claudia is trying to ensure _____.
A) metric equivalence
B) scalar equivalence
C) dialectic equivalence
D) translational equivalence
Q2) A _____ refers to the penalties associated with performing a nongratifying or culturally inconsistent behavior.
A) renquing
B) cultural norm
C) guanxi
D) cultural sanction
Q3) In societies with a high long-term orientation, consumers tend to be spendthrift and indolent.
A)True
B)False
Q4) Explain the concept of glocalization with an example.
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Chapter 10: Microcultures
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Maurice is an avid fan of heavy metal music. However, his parents, being staunch followers of Christianity do not entertain such music in their residence. In this scenario, Maurice is experiencing stigmatization.
A)True
B)False
Q2) In the context of microcultures, which of the following statements is true of male and female segments?
A) Relative to women, men tend to be more heuristic/intuitive in their processing of information.
B) Marketers do not need to be aware of the relative sex roles within societies as they are all same.
C) The differences between societal expectations of men and women vary less in Eastern cultures.
D) Sex roles are found only in patriarchal societies where men have greater authority than women.
Q3) Discuss the importance of religious microcultures in the United States. Briefly state the differences among U.S. Christians and the influences of each on religious microcultures of the United States.
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12
Chapter 11: Consumers in Situations
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/4304
Sample Questions
Q1) Among all methods of payment, cash payments have a way of emphasizing the sacrifice required for purchase.
A)True
B)False
Q2) _____ represents the worth obtained because some shopping task or job is completed successfully.
A) Utilitarian shopping value
B) Hedonic shopping value
C) Impulsive shopping value
D) Compulsive shopping value
Q3) _____ is the overall subjective worth of a shopping activity considering all associated costs and benefits.
A) Affective quality
B) Personal shopping value
C) Atmospherics
D) Retail personality
Q4) In the context of consumer behavior, food items are susceptible to seasonal influence.
A)True
B)False
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Chapter 12: Decision Making I: Need Recognition and Search
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Consumers often make purchases and satisfy needs with very little cognitive effort.
A)True
B)False
Q2) _____ is the risk associated with how other consumers will view a purchase.
A) Performance risk
B) Social risk
C) Financial risk
D) Physical risk
Q3) In selecting the best information source, consumers do not consider the speed with which the information can be obtained.
A)True
B)False
Q4) Brand loyalty occurs when a consumer simply buys a product repeatedly without any real attachment.
A)True
B)False
Q5) Briefly discuss the experiential decision-making perspective.
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Q6) Briefly discuss the effect of prior experience with a product on consumer search behavior.
Chapter 13: Decision Making II: Alternative Evaluation and Choice
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100 Flashcards
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Sample Questions
Q1) While deciding between two alternatives, if information about some attributes is not available, consumers tend to weigh the criteria that are common to both alternatives quite heavily in the evaluation.
A)True
B)False
Q2) _____ allow consumers to select products that may perform poorly on one attribute by compensating for the poor performance by good performance on another attribute.
A) Conjunctive rules
B) Disjunctive rules
C) Lexicographic rules
D) Compensatory rules
Q3) The value that consumers believe they will receive from a product has a direct impact on their evaluation of that product.
A)True
B)False
Q4) Briefly discuss the concept of just noticeable difference (JND) and its implications.
Q5) Explain the concept of product categorization by consumers?
Page 15
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Chapter 14: Consumption to Satisfaction
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100 Flashcards
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Sample Questions
Q1) In consumer behavior, _____ is the tendency for expectations to guide performance perceptions.
A) confirmatory bias
B) negative disconfirmation
C) cognitive dissonance
D) consumption frequency
Q2) A consumer with low satisfaction exhibits much more noticeable and persistent behavior than does an angry consumer.
A)True
B)False
Q3) A refrigerator is an example of a durable good.
A)True
B)False
Q4) Which of the following is true of a consumption experience?
A) It has the potential to produce a utilitarian value.
B) It guarantees customer satisfaction and product durability.
C) It is the number of times a consumer buys a product.
D) It is positive when a product is less authentic.
Q5) What is left skewed data? What could be an alternative to measure customer satisfaction more effectively?
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Chapter 15: Beyond Consumer Relationships
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Sample Questions
Q1) In the context of consumer complaints, denials should be made only when the evidence unambiguously supports the actual truth.
A)True
B)False
Q2) In the social media world, the key is to ignore negative news so that it fades away.
A)True
B)False
Q3) Complaining behavior occurs when a consumer actively seeks out someone to spread negative word-of-mouth.
A)True
B)False
Q4) Negative avoidance emotions are most likely to precede complaining behavior.
A)True
B)False
Q5) The value received from consumption depends not only on the product or service providers, but also on the customer him- or herself.
A)True B)False
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Chapter 16: Consumer and Marketing Misbehavior
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/4309
Sample Questions
Q1) Which of the following is an example of a consumer problem behavior?
A) Mike, a teenager, spending a lot of time on the Internet bullying people
B) Leah using a stolen credit card for shopping
C) Johnathan eating alone because he feels guilty about his binge-eating habits and gets worked up when waiters attend to him
D) Philip complaining about the quality of the pizza that he ordered even though there is nothing wrong with the pizza
Q2) Punitive damages are intended to cover costs incurred by a consumer due to an injury, and compensatory damages are intended to punish a company for injuries.
A)True
B)False
Q3) Teleological evaluations focus on how people accomplish their goals.
A)True
B)False
Q4) Contractualism reflects beliefs about the social acceptability of an act.
A)True
B)False
Q5) What is the regulation imposed by the Children's Online Privacy Protection Act?
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