Customer Relationship Management
Exam Materials
Course Introduction
Customer Relationship Management (CRM) is a course designed to provide students with an in-depth understanding of the strategies, technologies, and processes that organizations use to manage and analyze customer interactions and data throughout the customer lifecycle. The course covers the importance of building strong customer relationships, segmentation, and targeting, as well as the use of CRM systems to enhance customer satisfaction, loyalty, and retention. Students will explore CRM implementation, data management, and analytics, while examining case studies from various industries to understand best practices and the impact of CRM on business performance and competitive advantage.
Recommended Textbook
CB 6 6th Edition by Barry J. Babin
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16 Chapters
2052 Verified Questions
2052 Flashcards
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Chapter 1: What is CB and Why Should I Care?
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127 Verified Questions
127 Flashcards
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Sample Questions
Q1) Costs are the positive results of consumption.
A)True
B)False
Answer: False
Q2) Consumer behavior has family roots in anthropology.
A)True
B)False Answer: True
Q3) Which of the following disciplines studies human reactions to their environment?
A) Marketing
B) Economics
C) Psychology
D) Anthropology
E) Operations management
Answer: C
Q4) A market orientation represents a much narrower focus than a strategic orientation that focuses more solely on production.
A)True
B)False
Answer: False
Page 3
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Chapter 2: Value and the Consumer Behavior Value Framework
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132 Verified Questions
132 Flashcards
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Sample Questions
Q1) What do the x- and y-axes on a perceptual map represent?
A) How competitors perform on the two most important attributes to consumers-price and quality
B) The ideal combination of attributes and the actual combination of attributes of all competitors in the market
C) Dimensions used to separate competitors on a specific characteristic
D) Growth rate of the market and market shares of each competitor
E) Factors used to identify market segments
Answer: C
Q2) Which of the following is a negative consequence of consumption?
A) Quality
B) Opportunity costs
C) Prestige
D) Convenience
E) Experience
Answer: B
Q3) All the customers are equally valuable to a firm.
A)True
B)False
Answer: False
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Chapter 3: Consumer Learning Starts Here: Perception
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134 Verified Questions
134 Flashcards
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Sample Questions
Q1) Sandra and her husband are considering the purchase of a new washer and dryer.They don't know much about high efficiency appliances,so they search the Internet,talk to friends and family,and visit several stores so that they can make a good decision.Sandra and her husband are engaged in _____ learning.
A) formal
B) episodic
C) intentional
D) rote
E) avoidance
Answer: C
Q2) Refer to Landscaping Scenario.When a client and Petals and Palettes have different interpretations about whether the service is "worth" the client's money,it is an example of a difference in _____.
A) perception
B) motivation
C) determination
D) alienation
E) distortion
Answer: A
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Chapter 4: Comprehension, Memory, and Cognitive Learning
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130 Verified Questions
130 Flashcards
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Sample Questions
Q1) Consumers who reach the elaboration stage are least likely to meaningfully encode information so that intentional retrieval becomes impossible at a later stage.
A)True
B)False
Q2) Sam,a high school student,lives in a busy neighborhood.When he sits down to study,he can hear different noises-a phone ringing somewhere,a baby crying,a car honking-even though he does not pay attention to them.These noises will be stored in Sam's _____.
A) long-term memory
B) sensory memory
C) workbench memory
D) short-term memory
E) procedural memory
Q3) Knowledge in long-term memory is stored in an associative network.
A)True
B)False
Q4) Sensory memory is considered to be preattentive.
A)True
B)False
6
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Chapter 5: Motivation and Emotion: Driving Consumer Behavior
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131 Verified Questions
131 Flashcards
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Sample Questions
Q1) Utilitarian motivation involves a drive to experience something personally gratifying.
A)True
B)False
Q2) Electronic products can be frustrating or satisfying for consumers.For example,a consumer may be highly satisfied with the applications available on his new smart phone,but becomes frustrated when he is unable to operate it with ease.If a consumer researcher wants to measure these positive and negative emotional reactions,then which of the following measures will be best suited for this purpose?
A) Cross-sectional survey
B) Bipolar scale
C) Longitudinal survey
D) PANAS
E) Likert scale
Q3) Consumers in bad moods tend to make decisions faster and to outspend their good-mood counterparts.
A)True
B)False
Q4) Describe Maslow's hierarchy of needs and give an example of each type of need.
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Chapter 6: Personality, Lifestyles, and the Self-Concept
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137 Verified Questions
137 Flashcards
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Sample Questions
Q1) Body piercings are popular forms of self-expression.
A)True
B)False
Q2) According to the psychoanalytic approach to personality,which of the following principles implies that the ego seeks to satisfy the id within the constraints of society?
A) Pleasure principle
B) Reality principle
C) Motivation principle
D) Hedonic principle
E) Personology principle
Q3) Symbolism refers to the extent to which material goods are important in a consumer's life.
A)True
B)False
Q4) The prediction of individual behavior tends to be weaker with the multiple-trait approach.
A)True
B)False
Q5) Define trait.Differentiate between the nomothetic and idiographic approaches.
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Chapter 7: Attitudes and Attitude Change
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139 Verified Questions
139 Flashcards
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Sample Questions
Q1) Which of the following best explains impulse purchases?
A) High-involvement hierarchy
B) Low-involvement hierarchy
C) Experiential perspective
D) Behavioral influence
E) Reinforcement perspective
Q2) The balance theory is based on the consistency principle.
A)True
B)False
Q3) Mike has a passion for sports cars.He owns an envious array of sports sedans and supercars,and keeps himself updated about the latest models,their features,and so on.According to the elaboration likelihood model,which of the following is most likely to be activated when Mike comes across an advertisement for a new sports vehicle introduced in the market?
A) Peripheral route to persuasion
B) Contrast effect route to persuasion
C) Central route to persuasion
D) Latitude of rejection route to persuasion
E) Low-involvement hierarchy route to persuasion
Q4) What is the hierarchy of effects? Briefly describe the different hierarchies.
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Chapter 8: Group and Interpersonal Influence
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128 Verified Questions
128 Flashcards
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Sample Questions
Q1) In general,consumers tend to believe advertisements and explicit marketing messages from companies more than they believe other consumers.
A)True
B)False
Q2) The person in the household who recognizes a need and provides information about a potential purchase to others is assuming the role of a decision maker.
A)True
B)False
Q3) Harriet just moved into a new neighborhood.She buys a new car and adopts a sense of fashion that will make her "fit in" with the rest in the neighborhood.The individual difference variable that Harriet is most likely to score high is _____.
A) need for cognition
B) typical intellectual engagement
C) openness to experience
D) susceptibility to interpersonal influence
E) need for self-actualization
Q4) Define the concept of word-of-mouth (WOM).Differentiate between organic WOM and amplified WOM.
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Chapter 9: Consumer Culture
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127 Verified Questions
127 Flashcards
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Sample Questions
Q1) Which of the following represents the commonly held societal beliefs that define what is socially gratifying within a specific society?
A) Consumer network
B) Consumer advocacy
C) Consumer culture
D) Consumer awareness
E) Consumer base
Q2) Daniel's workplace has no structured hierarchy,and all employees are treated equally regardless of their designations or roles in the organization.According to the CSV dimension,this is an example of an organization low in _____.
A) individualism
B) masculinity
C) power distance
D) uncertainty avoidance
E) long-term orientation
Q3) List the fundamental elements of verbal and nonverbal communication.Describe a recent interaction you had with another person and discuss the elements of verbal and nonverbal communication that took place.
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11
Chapter 10: Microcultures
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126 Flashcards
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Sample Questions
Q1) Cognitive structuring is a term that refers to the reliance on schema-based heuristics in making decisions.
A)True
B)False
Q2) All microcultures have identical and consistent role expectations for its members.
A)True
B)False
Q3) Which of the following types of analysis develops a profile of a consumer group based on relatively tangible human characteristics such as age,ethnicity,sex,occupation,income,region,religion,and gender?
A) Demographic analysis
B) Ethnographic analysis
C) Orthographic analysis
D) Geographic analysis
E) Psychographic analysis
Q4) Income is a recognizable determinant of social class.
A)True
B)False
Q5) Define demographics.Discuss its importance with respect to microcultures.
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Chapter 11: Consumers in Situations
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) Utilitarian shopping value represents the worth of an activity because the time spent doing the activity itself is personally gratifying.
A)True
B)False
Q2) The management at Saga,a newly opened apparel store specializing in high-end designer wear for working women,intends to position its store as grand,opulent,and exclusive.Which of the following,when implemented,is most likely to reflect this intention to the consumers?
A) Using fast-paced music as the background music in the store
B) Using pop music as the background music in the store
C) Using predominantly red and orange colors in the store's decor
D) Using signage with large numerals to indicate product price
E) Using predominantly blue in the store's decor and interiors
Q3) Consumers with attention deficit disorder typically have high degrees of impulsivity which makes them more prone to impulsive acts.
A)True
B)False
Q4) Discuss the temporal factors that affect consumer behavior.
Q5) Compare and contrast impulsive,unplanned,and compulsive shopping behaviors.
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Chapter 12: Decision Making I: Need Recognition and Search
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127 Verified Questions
127 Flashcards
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Sample Questions
Q1) When Anna goes shopping for groceries every week,she buys the same brand of orange juice that her family has been consuming for years.She picks up the juice without looking at the product information prior to buying it.Which of the following types of decision-making approaches is Anna is most likely adopting while buying orange juice?
A) Extended decision making
B) Rational decision making
C) Habitual decision making
D) Involved decision making
E) Timed decision making
Q2) Refer to Real Estate Broker Scenario.Jane's observation on the job working with the real estate broker strengthens her hypothesis that people tend to make wise and informed decisions while buying a house.According to Jane,which of the following decision-making perspectives most likely contributes to consumers' decisions?
A) Rational decision-making perspective
B) Experiential decision-making perspective
C) Behavioral influence decision-making perspective
D) Functional decision-making perspective
E) Implemental decision-making perspective
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Chapter 13: Decision Making II: Alternative Evaluation and Choice
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126 Flashcards
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Sample Questions
Q1) Lisa wanted everything to be perfect when she organized a homecoming party for her husband,a soldier who was stationed in Afghanistan.Lisa consulted a well-known food critic for the menu to be served in the party.Which of the following factors is/are most likely associated with Lisa's choice of menu to be served in the party?
A) Social influences
B) Situational influences
C) Product knowledge
D) Expert opinions
E) Online resources
Q2) Perceived quality refers to the quality of a product that is assessed through industry specification or expert rating.
A)True
B)False
Q3) Which of the following belongs to the superordinate product category?
A) Desk
B) Dresser
C) Furniture
D) Chair
E) Sofa
Page 15
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Chapter 14: Consumption to Satisfaction
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127 Flashcards
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Sample Questions
Q1) Gwen was less than happy with her last visit to her favorite coffee shop.She held the manager responsible for the delayed services offered to customers.She attributed the cause to the fact that the management was not well prepared to cater to the sudden rush as they had very few employees present on that particular day.Which element of the attribution theory did Gwen associate with the cause for her perceived dissatisfaction?
A) Locus
B) Reliability
C) Conflict
D) Stability
E) Consistency
Q2) Goods that are consumed quickly are known as _____ goods.
A) durable
B) nondurable
C) recyclable
D) nondegradable
E) nonperishable
Q3) Explain the expectancy/disconfirmation theory.Describe how it explains your satisfaction or dissatisfaction from a recent consumption experience.
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Page 16
Chapter 15: Consumer Relationships
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.
A)True
B)False
Q2) John and Beth went to a restaurant for dinner.When the soup arrived,it was cold.John complained to the manager,but Beth did not.Describe how John is different from Beth in the context of consumer behavior.
Q3) A consumer who yells,insults,and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____ revenge.
A) retaliatory
B) rancorous
C) restorative
D) distributive
E) procedural
Q4) Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.
A)True
B)False
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Page 17
Chapter 16: Consumer and Marketing Misbehavior
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123 Flashcards
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Sample Questions
Q1) The practice of managing and intentionally setting discontinue dates for products is known as planned obsolescence.
A)True
B)False
Q2) Sam is a music buff.He downloads the latest music from unregistered sites,compiles them,and shares them with his friends.Sam,who is otherwise a law-abiding citizen,believes that such an act cannot be sanctioned by law.Which of the following best represents Sam's belief?
A) Contractualism
B) Rationalism
C) Relativism
D) Determinism
E) Utilitarianism
Q3) Discuss the motivations behind consumer misbehavior.
Q4) Which of the following types of ethical evaluations focuses on specific actions?
A) Dysteleological evaluations
B) Teleological evaluations
C) Deontological evaluations
D) Analogical evaluations
E) Ideological evaluations
Page 18
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