1. The _____ represents consumer behavior theory illustrating factors that shape consumption-related behaviors that ultimately determine the value associated with consumption. a. Consumer Behavior Framework (CBF) b. Consumer Value Framework (CVF) c. Consumption Process Framework (CPF) d. Customer Relationship Framework (CRF) e. Marketing-Consumer Framework (MCF) 2. Which of the following is at the heart of the consumer value framework and the focus of marketing efforts? a. Utilitarian and hedonic values b. Personal values c. Consumer perception d. Environment e. Cultural values 3. Which of the following is an element of consumer psychology? a. Environment b. Media c. Implicit memory d. Culture e. Emotional intelligence 4. Which of the following is an internal influence on consumer value? a. Costs b. Learning c. Social class d. Time e. Family 5. Which of the following is an external influence on consumer value? a. Personal values b. Attitude c. Needs d. Perception e. Reference groups 6. An automobile marketer is interested in studying the internal influences that affect the psychology of the potential buyers of luxury automobiles. Which of the following would this marketer be interested in studying? a. Lifestyles of luxury car buyers b. Political choices of potential buyers c. Social status of potential buyers d. Buyers’ attitudes toward different brands e. The accessories that car owners prefer 7. Which of the following is considered a part of the consumer’s personality? a. Memory b. Attitude c. Intuition d. Categorization e. Personal values 8. A basic _____ premise is that customers form relationships with companies as opposed to companies conducting individual transactions with customers. a. Consumer Behavior Framework b. Customer Relationship Management c. Marketing Consumer Framework d. Relationship Quality Management e. Consumption Process Framework 9. According to the Customer Relationship Management (CRM) orientation: a. each customer represents just a single sale rather than a potential stream of resources. b. customers who switch providers each time they make a purchase tend to be more profitable than loyal customers due to their wide range of purchases. c. the most profitable customers are those who search for information about a product online and then buy it in a brick-and-mortar store. d. customers form relationships with companies as opposed to companies conducting individual transactions with customers. e. a strong or high-quality relationship is typified by a consumer who buys different brands of a product each time a need for that product arises. 10. As the manager of a leading banking institution Bijou tracks detailed information about the bank’s clients. This way more client-oriented decisions can be made leading to longer-lasting affiliations with clients. Bijou is involved in _____. a. customer relationship management b. marketing management c. consumer value management d. quality management e. internal marketing management
