Retail Management
Mock Exam
Course Introduction
Retail Management provides a comprehensive overview of the principles, strategies, and operations involved in the retail sector. The course covers topics such as retail formats, consumer behavior, merchandise management, store layout and design, supply chain logistics, and the impact of technology on retail. Students will learn how to develop effective retail strategies, manage customer relationships, and analyze trends shaping the modern retail environment. Through case studies and practical examples, the course prepares students for careers in retail management by equipping them with tools to navigate the dynamic and competitive retail landscape.
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
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Sample Questions
Q1) In most of the Western world, notable demographic trends have shaped consumer behavior (CB) patterns greatly over the past quarter century or so.
A)True
B)False
Answer: True
Q2) According to research which of the following is true of consumer behavior (CB)?
A) Consumers often express a more favorable attitude for a product promoted with an "amount off" discount.
B) Consumers often express a more favorable attitude for a product promoted with "percentage off" discount.
C) Consumers do not pay attention to relative advantage while trying out a new product in the market.
D) Consumers are less likely to adopt things that do not transcend existing values and knowledge.
Answer: A
Q3) In the basic consumption process, the realization of a need creates a want. A)True
B)False
Answer: True
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Page 3
Chapter 2: Value and the Consumer Behavior Framework
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100 Flashcards
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Sample Questions
Q1) Discuss the importance of perceptual maps for spotting opportunities in the marketplace.
Answer: Answers will vary. Perceptual maps are widely used to plot the way consumers view competitors in an industry. They are very useful for spotting opportunities in the marketplace. They allow a business to better understand exactly whom they compete with, and identify what-if situations by examining what would happen if they changed an offering by raising or lowering characteristics. Very commonly, brands analyze themselves on a perceptual map with price and quality as the dimensions. If a firm lowers price or raises quality, their competition may well change. Perceptual mapping is used in practically every competitive industry, including the nonprofit sector. The simple two-dimensional graphics give the user an easy way to analyze a market.
Q2) Relationship quality reflects the connectedness between a consumer and a retailer, brand, or service provider.
A)True
B)False
Answer: True
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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) Which of the following statements is true of shaping?
A) It transfers meaning between objects that are similar only by accidental association.
B) It focuses on rewarding small behaviors that lead to the big behavior ultimately desired.
C) It creates preattentive effects, learning that is developed in the absence of attention.
D) It stores knowledge obtained from studying and paying close attention.
Answer: B
Q2) The notion of grounded cognition suggests that bodily sensations influence thoughts and meaning independent of effortful thinking.
A)True
B)False
Answer: True
Q3) A brand image processed in implicit memory, meaning no attention was given to the image, can lead to greater liking.
A)True
B)False
Answer: True
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Chapter 4: Comprehension, Memory, and Cognitive Learning
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Sample Questions
Q1) Every concept within a consumer's associative network is linked to every other concept.
A)True
B)False
Q2) _____ refers to the memory for past events in one's life.
A) Workbench memory
B) Episodic memory
C) Long-term memory
D) Sensory memory
Q3) _____ states that the capacity limit for workbench memory is between three and seven units of information.
A) Weber's law
B) Pavlov's law
C) Miller's law
D) Maslow's law
Q4) In terms of comprehension, familiarity can increase a consumer's motivation to process a message.
A)True
B)False
Q5) What is declarative knowledge?
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Chapter 5: Motivation and Emotion: Driving Consumer Behavior
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100 Flashcards
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Sample Questions
Q1) Briefly describe Maslow's hierarchy of needs and give an example of each type of need.
Q2) Which of the following statements is true in the context of emotional expressiveness?
A) Negative emotions decrease value and loyalty more strongly among male than female consumers.
B) When male and female consumers react with similar emotions, men express the emotions more noticeably.
C) Female consumers may prove more valuable in signaling poor or outstanding service than would male consumers.
D) The consumer with high emotional expressiveness is less likely to react to unexpected outcomes.
Q3) Sara is waiting for the result of the blood sugar test she took at a doctor's clinic. She is very anxious and worried. Sara's anxiousness is an example of _____.
A) anticipation appraisal
B) outcomes appraisal
C) agency appraisal
D) equity appraisal
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Page 7
Chapter 6: Personality, Lifestyles, and the Self-Concept
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100 Flashcards
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Sample Questions
Q1) _____ combine data on consumer expenditures and socioeconomic variables with regional information in order to identify commonalities in consumption patterns of households in various regions.
A) Demographic techniques
B) Psychoanalytic approaches
C) Values and Lifestyles segments
D) Geodemographic techniques
Q2) According to the psychoanalytic approach to personality, the superego:
A) focuses on pleasure-seeking and immediate gratification.
B) works against the id by motivating behavior that matches societal norms and expectations.
C) focuses on resolving the conflicts between the id and the ego.
D) attempts to balance the desires of the id with the constraints and expectations of the ego.
Q3) Lower materialism scores are typically found among younger consumers.
A)True
B)False
Q4) What is demographics?
Q5) Define brand personality and explain its significance.
Q6) Define personality and describe the distinct qualities exhibited by personality.
Page 8
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Chapter 7: Attitudes and Attitude Change
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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) MarketNerd Inc., a marketing firm, is conducting a market research study on consumers' attitudes toward online shopping websites. In order to achieve its research objectives, MarketNerd collects information from several social networking sites and blog posts and uses the information to track consumers' evaluations of various shopping portals and websites. This process is best described as _____.
A) attitude tracking
B) marketing audit
C) risk assessment
D) predictive analytics
Q3) According to the elaboration likelihood model of persuasion, information such as music or the imagery presented along with a message are examples of peripheral cues.
A)True
B)False
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Chapter 8: Group and Interpersonal Influence
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Sample Questions
Q1) The stress an individual feels to behave in accordance with group expectations is known as _____.
A) peer pressure
B) coercive power
C) authority
D) influence
Q2) _____ is a marketing tactic that involves using fake identities in online discussions to promote a product.
A) Shilling
B) Infiltrating
C) Dissociative marketing
D) Consumer socialization
Q3) Discuss positive and negative word-of-mouth (WOM).
Q4) Explain the relationship between gender roles and household decision making.
Q5) In the context of household purchase roles, the early adopter is the person who actually uses the product under consideration.
A)True
B)False
Q6) What is viral marketing?
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Chapter 9: Consumer Culture
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Sample Questions
Q1) Define consumer culture and list the important functions that culture performs for consumers.
Q2) Alex, an American, was invited to a formal dinner by his French manager. He was not sure about the correct flatware to be used for each course. He took his cues from the other diners and copied them. Alex's behavior is an example of _____.
A) xenocentrism
B) sanction
C) shaping
D) modeling
Q3) A _____ refers to the penalties associated with performing a nongratifying or culturally inconsistent behavior.
A) renquing
B) cultural norm
C) guanxi
D) cultural sanction
Q4) In the context of learning culture, media is considered an influential institution today.
A)True
B)False
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Chapter 10: Microcultures
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Sample Questions
Q1) Culture is non-hierarchical in nature where both large and small cultures are interlinked in a single chain.
A)True
B)False
Q2) Give some examples of street microcultures in different parts of the world.
Q3) Neer, a second-generation Asian immigrant, has had a close-knit upbringing. He is not as orthodox as his family and has adopted the American culture to some extent. He often has to deal with situations where he has to form preferences based on his Asian culture or American culture. Which of the following terms best describes Neer in this situation?
A) Bilingualism
B) Bicultural
C) Cultural heritage
D) Creolization
Q4) Restaurateurs who serve markets with a heterogeneity of religious groups need to be well aware of the dietary restrictions and the sensitivity of these different groups to violations of the restrictions.
A)True
B)False
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Chapter 11: Consumers in Situations
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Sample Questions
Q1) Time pressure shapes the value consumers perceive in products by influencing both quality and price perceptions.
A)True
B)False
Q2) Seasonality refers to regularly occurring conditions that vary with the time of the day.
A)True
B)False
Q3) The impact of color and sound in the virtual shopping world is very different from that in bricks-and-mortar shopping environments.
A)True
B)False
Q4) Consumers who perceive a product in a predominantly red and orange background tend to think the product is of higher quality.
A)True
B)False
Q5) List five things that an organization can do to reduce fearfulness among consumers.
Q6) Explain the concept of advertiming and growth hacking.
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Chapter 12: Decision Making I: Need Recognition and Search
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Sample Questions
Q1) Anna buys the same brand of orange juice that her family has been consuming for years. She has never thought of trying any other brand. In the given scenario, Anna's purchase decision is an example of _____.
A) experiential decision making
B) extended decision making
C) habitual decision making
D) behavioral influence decision making
Q2) Which of the following statements is true of the amount of search performed by consumers during the decision-making process?
A) Moderately experienced consumers search for more purchase-related information than inexperienced consumers do.
B) Even when searching costs are greater than the benefits of the search process, consumers go on searching for information.
C) Consumers who do not have a positive attitude toward shopping tend to spend more time searching for product information.
D) Though situational factors affect actual purchase, they do not affect the amount of search that takes place.
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14
Chapter 13: Decision Making II: Alternative Evaluation and Choice
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Sample Questions
Q1) Which of the following is true of benefits?
A) They play an important role in the value equation.
B) They represent the performance characteristic of an object.
C) They allow a consumer to diagnose something distinctive about an alternative.
D) They are visually apparent and easily recognizable.
Q2) The underlying attributes of a product are referred to as _____.
A) features
B) search qualities
C) experience qualities
D) signals
Q3) Older consumers rely more heavily on perceptual attributes than do younger consumers.
A)True
B)False
Q4) In the context of value and alternative evaluation, mood is influential when limited information is found about an alternative.
A)True
B)False
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Q5) Describe the four types of noncompensatory decision rules that consumers use when selecting products.
Chapter 14: Consumption to Satisfaction
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Sample Questions
Q1) According to the expectancy/disconfirmation theory, when performance perceptions exactly match what was expected, then _____ occurs.
A) cognitive dissonance
B) confirmatory bias
C) confirmation
D) dissatisfaction
Q2) Unlike nondurable goods, durable goods are:
A) consumed quickly.
B) consumed more frequently.
C) bought at a higher cost.
D) easily perishable.
Q3) Managers believe that initiatives that increase customer satisfaction always improve top-line performance.
A)True
B)False
Q4) _____ are the cognitive component of anticipation.
A) Consequences
B) Disconfirmations
C) Expectations
D) Opportunities
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Chapter 15: Beyond Consumer Relationships
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Sample Questions
Q1) Alice has always used Hablar cell phones. She is very comfortable with the user interface of Hablar phones. Even though she would like to buy a smartphone of a different brand, she is reluctant to get one because of the effort and time it would take for her to get acquainted with a different user interface. In the context of switching behavior, Alice is primarily worried about _____.
A) transactional switching costs
B) financial switching costs
C) procedural switching costs
D) relational switching costs
Q2) Retailers who build up procedural switching costs usually gain true customer loyalty.
A)True
B)False
Q3) When competitive intensity is low and switching costs are high, dissatisfied consumers are almost certain to switch.
A)True
B)False
Q4) Briefly discuss three categories of switching costs.
Q5) In the context of switching behavior, briefly discuss competitive intensity.
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Chapter 16: Consumer and Marketing Misbehavior
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Sample Questions
Q1) Consumers who engage in retail borrowing decrease product costs.
A)True
B)False
Q2) Penny buys a dress from Dolly's to wear to her friend's wedding. She wears the dress without removing the price tag. A day after the wedding, she returns the dress saying that the dress is too tight and gets a refund. In this scenario, Penny's behavior is an example of _____.
A) compulsive buying
B) retail borrowing
C) addictive consumption
D) illicit sharing
Q3) Kleptomania is generally triggered by a strong compulsion and the inability of the consumer to fight the urge to shoplift.
A)True
B)False
Q4) What is the regulation imposed by the Children's Online Privacy Protection Act?
Q5) What is corporate social responsibility (CSR)? Describe the ways in which companies can be socially responsible.
Q6) List any seven ways to improve marketing ethics.
Page 18
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