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IIMB (https://swayam.gov.in/explorer?ncCode=IIMB) » Consumer Buyer Behaviour (course)

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Unit 10 - Week 10 : CONSUMER BUYER BEHAVIOUR IN DIFFERENT MARKETING

DOMAINS

Course outline

Week 1 - Consumer Behaviour Knowledge

Week 2 : Market Segmentation

Week 3 : Consumer Research

Week 4 : Consumer Need & Motivation

Week 5 - Personality and Consumer Behaviour

Week 6 : Consumer Psychographics and Perception

Week 7 : The Nature of Consumer Attitudes and Change

Week 8 : DIFFUSION AND ADOPTION OF NEW PRODUCTS & CONSUMER DECISION MAKING

Week 9 : CONSUMER PROTECTION IN INDIA

Week 10 : CONSUMER BUYER BEHAVIOUR IN DIFFERENT MARKETING DOMAINS

Consumer Buyer Behaviour in Service Marketing (unit?unit=83&lesson=84)

 Service Marketing - Moment of Truth (unit?unit=83&lesson=85)

Summary : Consumer Buyer Behaviour in Service Marketing (unit?unit=83&lesson=86)

Consumer Buyer Behaviour in Business to Business Association (unit?unit=83&lesson=87)

Summary : Consumer Buyer Behaviour in Business to Business Association (unit?unit=83&lesson=88)

Quiz : Week 10 Graded Assessment (assessment?name=104)

Week 10 Graded Assessment

The due date for submitting this assignment has passed. Due on 2019-10-30, 23:59 IST.
As per our records you have not submitted this assignment.

1) Customer _________ needs a service provider to understand the expressed, latent and 1 point
unfulfilled needs of his customers for which the knowledge of consumer psychology is vital.
Fill in the blank.

Delivery support

Post purchase rules

Service design

Promotion offer

No, the answer is incorrect.

Score: 0
Accepted Answers:
Service design

2)  _______ is a process that creates benefits by facilitating a change in customers - a change 1 point
in their physical possession or a change in their intangible assets. Fill in the blank.

Social marketing

Product

Service

Warranty

No, the answer is incorrect.

Score: 0
Accepted Answers:
Warranty

3) This is also one of the crucial stages of popular five steps of consumer decision making process, where consumer’s ________ 1 point
service encounter with employee will take place, may be telephonically or through a web chat. How well organization’s employee deals with him,
determines whether the customer decides to utilise your service. How well your employee is able to build trust and empathy will build customer
confidence and that may tilt the deal in
your favour. This step is recognized as service consumption in consumer decision making
process. Fill in the blank.

Post-purchase evaluation

Evaluation of competition

Exchange of information

Service encounter

No, the answer is incorrect.

Score: 0
Accepted Answers:
Service encounter

4) In a dynamic scenario, where service production – delivery is happening simultaneously, 1 point

there may be a possibility that the _________ could not be getting handled properly. As a
result, there is a concept of ‘Service Recovery’ in service marketing. Fill in the blank.

Service delivery

Product delivery

Service completion

Service consumption

No, the answer is incorrect.

Score: 0
Accepted Answers:
Service delivery

5) Knowing a customer’s expectation is instrumental in developing a strategy for meeting and exceeding the expectation. If in a 1 point
specific case, the service provider is able to match the customer’s expectations and deliver a _________ then it is said that you have achieved
customer satisfaction. Fill in the blank.

Expected result

Prompt reply

Satisfactory experience

None of the above

No, the answer is incorrect.

Score: 0
Accepted Answers:
Satisfactory experience