Chapter 11 Marketing Processes and Consumer Behavior

1) What is the term for the process of creating, communicating, and delivering value to customers while managing customer relationships in ways that benefit the organization and its stakeholders?

• Financial planning

• Controlling

• Operations management

• Marketing

• Demographic profiling

2) Which of the following occurs between similar products and is based on buyers' perceptions of the benefits of products offered by particular companies?

• Placement competition

• International competition

• Brand competition

• Substitute competition

• Benefit competition

3) Which of the following represents the functions of a product and the emotional satisfaction gained by owning it?

• Safety devices

• Features

• Guarantees

• Requirements

• Benefits

4) What type of goods includes raw materials used to produce other products?

• Consumer goods

• Disposable goods

• Substitute products

• Industrial goods

• Marketing goods

5) What are products with intangible features such as professional advice?

• Psychographics

• Services

• Reseller goods

• Personal goods

• Industrial goods

6) What type of marketing is used to build long-term relationships with customers?

• Economic marketing

• Industrial marketing

• Consumer marketing

• Relationship marketing

• Social marketing

7) What is data warehousing?

• A marketing strategy that creates sales agreements that stipulate product delivery

• The process of collecting, storing, and retrieving data in electronic files

• The process of dividing a market into categories of customer types

• A customer identification strategy that targets potential buyers

• The study of consumer needs and wants and the way in which sellers can best meet them

8) Companies who use ad campaigns to raise public awareness of important issues such as texting while driving are working with what type of environment?

• Demographic

• Competitive

• Technological

• Sociocultural

• Political-legal

9) Marketing managers often support the activities of political action committees (PACs). In doing this, which environment are they attempting to influence?

• Technological

• Geo-demographic

• Competitive

• Economic

• Political-legal

10) A company decides to introduce a line of crackers made with organically grown grains and vegetables. What environmental trend is the company responding to?

• Economic

• Technological

• Competitive

• Sociocultural

• Political-legal