206MKT CB MCQ

DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH
MCQs: [206MKT] – [Consumer Behavior]
UNIT-I: Introduction to Consumer Behaviour

Sr. No. Question Answer
1 Marketers’ every activity revolves around consumer to gauge their behaviour D
by finding answers to which question?
(A) How do consumers buy?
(B) When do consumers buy?
(C) Where do consumers buy?
(D) All of the above
2 Consumer Behaviour is defined as the behaviour displayed by consumers in B
________________________________ of products and services that they
expect will satisfy their needs
(A) searching, buying and evaluating
(B) searching for, purchasing, using, evaluating and disposing
(C) information search, buying and disposing
(D) Purchasing, evaluating & disposing
3 A study of consumer behavior has become very important for the marketers C
and facilitates to….
(i) adopt a customer culture
(ii) follow the marketing concept
(iii) solicit support from the society
(iv) earn maximum profits
(A) (i) & (iii) are true
(B) (i), (iii) & (iv) are true
(C) (i), (ii) & (iii) are true
(D) (ii), (iii) (iv) are true
4 ‘Consumerism’ protect the right of consumers & protect consumers from all C
organization when
(A) there is a buyer-seller relationship
(B) he is a regular & loyal customer of the organization
(C) there is an exchange relationship
(D) he gets a defective product
5 ‘Too many complex products requiring evaluations along many dimensions B
relating to performance, convenience or even societal concerns.’ What kind
of consumer problem is this?
(A) Performance gap
(B) Information gap
(C) Disillusionment with the system
(D) Antagonism toward advertising
6 ‘Development of consumer information databases causing concern over the A
access & use of it.’ What kind of consumer problem is this?
(A) Intrusions of privacy
Prof. Sameer Patil www.dimr.edu.in

(B) Impersonal and unresponsive marketing institutions

(C) Disillusionment with the system
(D) Antagonism toward advertising
7 The changing characteristic of a consumer in the context of Evolving Indian D
Economy is
(A) Rapid urbanization leading to changes in the mindset of consumers
(B) Increasing income levels
(C) Shift in approach towards family systems
8 The result of ICT & changing consumer marketplace is D
(A) Shopping has become a social activity
(B) Shoppers are becoming their own salespeople
(C) Shopping has become a seamless, personalized experience &
consistent irrespective of the device used or their stage of buying
process
(D) All are true
9 Consumer purchases are influenced strongly by cultural, social, personal and B
(A) Psychographic characteristics
(B) Psychological characteristics
(C) Psychometric characteristics
(D) Supply & demand characteristics
10 When Sandy was a college student he enjoyed rock music and regularly B
purchased trendy casual clothing sported by his favorite rock band. However
five years later, when Sandy became a marketing executive, his preferences
shifted towards formal clothing. Which of the following personal
characteristics is likely to have had the most influence on Sandy’s preferences
during his college days?
(A) Education
(B) Age
(C) Income
(D) Gender
UNIT-II: Individual Determinants of Consumer Behaviour

1 Which of the following is not the property of ‘Personality’? B
(A) Personality will reflect individual differences
(B) Personality can be acquired and learnt
(C) Personality is consistent & enduring
(D) Personality can change
2 This is one of the three main interdependent forces of the human personality A
referred as “The individual’s conscious control” according to Freudian
Psychoanalytic theory of Personality.

(A) Ego
(B) Id
(C) Superego
(D) None of these
3 “How an individual would like the society to see him” is an individual’s_____ C
(A) Ideal Self image
(B) Actual Self image
(C) Ideal Social self image
(D) Social Self image
4 ‘Consumers have a tendency to assign certain psychological & symbolic values B
to the brand’ is referred as_______
(A) Brand image
(B) Brand personality
(C) Brand positioning
(D) Brand equity
5 The minimal or just noticeable difference that can be noticeable between two C
similar stimuli is________
(A) Absolute threshold
(B) Sensory threshold
(C) Differential threshold
(D) Subliminal perception
6 The point at which an individual senses a difference between something & D
nothing is referred to as the _____________ for a particular stimulus
(A) Subliminal threshold
(B) Sensory threshold
(C) Differential threshold
(D) Absolute threshold
7 There is a tendency among people to consciously see & hear or to be C
attentive to only certain aspects of the advertising message which is being
communicated is called as
(A) Perceptual Organization
(B) Perceptual Interpretation
(C) Perceptual Selection
(D) Perceptual Integration
8 The process during which certain aspects of stimuli are screened out and A
others admitted is called as
(A) Perceptual selection
(B) Perceptual organization
(C) Perceptual integration
(D) Perceptual interpretation
9 People will be selective in their choice of receiving various kinds of B
information for different products or services based on what interests them
rather than the message content and also selection of the media is known as
(A) Perceptual selection

(B) Selective attention

(C) Selective exposure
(D) Selective perception
10 Individual putting a censorship on the stimulus to avoid disturbance of his D
existing beliefs & value is known as
(A) Selective perception
(B) Selective attention
(C) Perceptual blocking
(D) Selective exposure
11 “A consumer believing that ‘Haier’ washing machine has a better B
performance than other washing machine brands, whereas another
consumer doesn’t agree with this claim & believes that all washing machines
are the same.” This is called as
(A) Selective exposure
(B) Selective perception
(C) Selective attention
(D) Selective belief
12 A smoker screening out the Warning message on the packet of cigarette B
which create conflict or may give rise to a threatening situation is called as
(A) Perceptual blocking
(B) Perceptual defense
(C) Selective attention
(D) Selective exposure
13 The method of perceiving stimuli as a unified whole, which enables A
individuals to view life in a simplified manner is called as
(A) Perceptual organization
(B) Perceptual Interpretation
(C) Perceptual Selection
(D) None of the above
14 The advertisement of Microsoft “trying to highlight that the Window’s C
operating systems can be utilized by all people & also provides them the
features to match their ambition to succeed far & wide equally” is based on
which principle of Gestalt psychology of perceptual organization?
(A) Principle of proximity
(B) Principle of similarity
(C) Principle of continuity
(D) Principle of closure
15 The logo of IBM is based on which principle of Gestalt psychology of B
perceptual organization?
(A) Principle of proximity

(B) Principle of closure

(C) Principle of similarity

(D) Principle of continuity
16 The ‘Olympic’ logo is based on which principle of Gestalt psychology of D
perceptual organization?
(A) Principle of closure

(B) Principle of proximity
(C) Principle of similarity
(D) Principle of good continuation
17 “People have a tendency to associate certain persons with others who may C
have certain attributes, irrespective of whether they consciously recognize
the attributes or not” is based on which factor that distort individual
perception?
(A) Stereotype
(B) Halo effect
(C) Physical appearance
(D) First impression
18 Yami Gautam endorsing the brand ‘fair & Lovely’ is an example of which D
factor of perceptual distortion?
(A) First impression
(B) Hasty conclusions
(C) Stereotypes
(D) Personality or Physical appearance
19 “All the doctors are always in a hurry; try to dispose off the patients faster & B
without proper counseling.” This statement indicates which factor that
distorts individual perception?
(A) Halo effect
(B) Stereotypes
(C) Hasty conclusions
(D) First impressions
20 ‘A consumer’s purchase decision while buying a car is based on the A
importance given to the look, color etc. rather than the car’s mechanical &
technical superiority’, indicates which factor distorting an individual’s
perception?
(A) Irrelevant cues
(B) First impression
(C) Hasty conclusions
(D) Physical appearance
21 McDonald targeting Indian customers with their ‘Happy Price’ meal menu is D
an example of which factor that distorts individual perception?

(A) First impression

(B) Hasty conclusions
(C) Irrelevant cues
(D) Descriptive terms
22 ‘Coca Cola Company introduced many other flavors & fruit juices as their C
product extension strategy, but consumers had learnt to perceive & link the
brand name to the coke/cola drink only.’ This is an example of which factor of
individual perceptual distortion?
(A) Hasty conclusions
(B) Stereotypes
(C) First impressions
(D) Descriptive terms
23 People perceiving and evaluating the ‘Toyota’ car as ‘the best quality’ product C
is extended to all the brands of Toyota indicates which individual perceptual
distortion factor?
(A) Hasty conclusions
(B) Descriptive terms
(C) Halo effect
(D) Physical appearance
24 Marketers are concerned about the consumers’ ________ prices and the A
_________ prices of the products or services available at the marketplace
(A) reference, actual
(B) Expected, market
(C) Reference, standard
(D) Expected, competitive
25 Consumers perceive value in brand when B
(i) They are cost driven brands; that is the brand costs less as compared
to competing brands offering similar benefits
(ii) The product brands have certain unique benefits which offsets their
premium prices; that is they are referred to as value added benefits
(A) Only (i) is true
(B) Both (i) & (ii) are true
(C) Only (ii) is true
(D) None of the statement is true
26 Sometimes consumer is unable to judge the quality, by merely going on the A
basis of the product’s physical characteristics because
(i) The physical differences that exist between competing brands are not
sufficient enough to penetrate across consumer’s sensory thresholds
(ii) The consumer may not be sufficiently experienced to determine
which product differentiation is more important
(A) Both (i) & (ii) are true
(B) Only (i) is true
(D) None of the statement is true

27 The perception of risk varies from person to person, depending on the D

individual and the __________
(A) type of product
(B) shopping method
(C) culture of the country
28 The risk that the product choice may result in hurting & bringing down the D
morale & ego of the consumer is
(A) Social risk
(B) Functional risk
(C) Financial risk
(D) Psychological risk
29 Consumer learning is the process of acquiring the ___________________ and C
___________ which is applied to future related behaviour
(A) Knowledge, experience
(B) Purchase knowledge, information
(C) Purchase & consumption knowledge, experience
(D) Consumption knowledge, information
30 Which of the following is not one of the elements of consumer learning? A
(A) Experience
(B) Reinforcement & retention
(C) Cues
(D) Drive
31 An aroma of the food cooking in a restaurant, increasing the probability of a B
hungry person entering the restaurant & ordering food is an example of
which component of consumer learning?
(A) Drive
(B) Cues
(C) Motivation
(D) Response
32 “A young working woman after seeing a new washing machine at her friend’s D
place feels an urge to act” is an example of which element of consumer
learning?
(A) Motivation
(B) Cues
(C) Motive
(D) Drive
33 This element/component of consumer learning acts as an ‘incentive’ to learn C
& push the consumer to get all information related to the product
(A) Cues
(B) Response
(C) Motivation
(D) Drive
34 This element of consumer learning is the result of the stimuli and is in the A

physical form or may be in the terms of complex phenomena such as attitude,

perception etc.
(A) Response
(B) Reaction
(C) Reinforcement
(D) Retention
35 After getting a Domino’s pizza delivered in just 30 minutes, a satisfied B
customer’s learning’ takes place leading to
(A) Retention
(B) Reinforcement
(C) Reaction
(D) Response
36 A lady after having a wonderful experience on visiting a recently opened retail C
outlet in her area, continues her store patronage over a period of time is
called as
(A) Response
(B) Reinforcement
(C) Retention
37 This school of thought of the consumer learning theories concentrates on the A
changes in the consumer’s psychological set as an outcome of learning
(A) Cognitive school
(B) Behaviorist school
(C) Both
38 This school of thought of the consumer learning theories is more concerned A
with observing changes in the way an individual responds on account on
exposure to stimuli
(A) Behaviorist school
(B) Cognitive school
(C) Both
39 This theory of consumer learning describes behaviour as a learned process by C
repetitive association between a stimulus and response
(A) Operant conditioning theory
(B) Cognitive theory
(C) Classical conditioning theory
40 According to this consumer learning theory, usually the consumer will select A
the response which provides him the greatest satisfaction
(B) Classical conditioning theory
(C) Cognitive theory

41 According to this consumer learning theory, consumers learn through a B

method of trial and error, in which some purchase behaviour can have
favourable outcomes while others may not be so favourable
(A) Cognitive theory
(B) Operant conditioning theory
(C) Classical conditioning theory
42 According to this consumer learning theory, the learning is not a result of C
contiguity stimulus and response or re-inforcement but the result of thought
process and insight
(B) Classical conditioning theory
(C) Cognitive theory
43 Marketers are interested in Consumer Memory to answer following question D
(A) What do consumers do after perceiving the information received
(B) What is the role of consumer memory to bridge the gap between
receipt of information & actual purchase?
(C) What do consumers do after the receipt of information on products &
services?
44 It can be viewed as the workspace for information processing B
(A) Long-term memory
(B) Short-term memory
(C) Sensory memory
45 After-image we ‘see’ in our ‘mind’s eyes’ immediately after observing an A
object & closing eyes is our
(A) Sensory memory
(B) Long-term memory
(C) Short-term memory
46 It is a relatively permanent storehouse for information that has undergone C
sufficient processing
(A) Short-term memory
(B) Sensory memory
(C) Long-term memory
47 This memory is a quite direct representation of reality A
(A) Sensory memory
48 It lasts for the duration of less than one minute & can store approximately C

seven items
(A) Sensory memory
49 Information stored in long term memory in the form of images which could episodi
be a reflection of our memory of past events is ___________ (explicit c
memory/declarative memory/episodic memory) or in the form of words or memor
sentences which reflect facts & concepts remembered by us is ____________ y;
(semantic memory/implicit memory/procedural memory) semant
ic
memor
y
50 Information stored in long term memory in the form of images which could past
be a reflection of our memory of _________ (facts/tasks/past events) is events;
episodic memory or in the form of words or sentences which reflect facts &
_________ (skills & tasks/facts & concepts/experiences) remembered by us is concept
semantic memory s
51 Information stored in long term memory in the form of _______ Images;
(images/information/experience) which could be a reflection of our memory words
of past events is episodic memory or in the form of _______
(impression/words/knowledge) which reflect facts & concepts remembered
by us is semantic memory
52 Which one of the following is not one of the factors that helps to retrieve D
information from long-term memory?
(A) Placement
(B) Transfer
(C) Activation
53 Which one of the following is not one of the factors that inhibit retrieval of A
information from long-term memory?
(A) Interruption
(B) Forgetting
(C) Extinction
(D) Interference
54 Consumer involvement D
(A) is related to the consumer’s values and self-concept, which influence
the degree of personal importance ascribed to a product or situation
(B) Is related to some form of arousal
(C) Can vary across individuals and different situations
55 Which one of the following is not one of the ‘antecedents’, which form the B
bases or sources to influence the nature & extent of consumer involvement?
(A) Stimulus

(B) Direction
(C) Situation
(D) Person
56 Which one of the following is NOT one of the properties of the consumer C
involvement?
(A) Direction
(B) Persistence
(C) Situation
(D) Intensity
57 Which one of the following characteristics describes the mental & physical D
action of the consumer under different involvement conditions?
(A) Decision
(B) Information processing
(C) Search
58 ‘The length of time the consumer remains in a state of involvement’ describes A
which property of consumer involvement?
(A) Persistence
(B) Strength
(C) Intensity
(D) Direction
59 A marketer giving a touch of patriotism or nationalism while advertising a C
product is an example of use of which consumer involvement property?
(A) Strength
(B) Intensity
(C) Direction
(D) Persistence
60 Which is the correct hierarchical sequence of the consumer behaviour under B
high-involvement condition?
(A) Behaviour Cognition Attitude
(B) Cognition Attitude Behaviour
(C) Cognition Behaviour Attitude
(D) Attitude Cognition Behaviour
61 Which is the correct hierarchical sequence of the consumer behaviour under C
low-involvement condition?
(A) Behaviour Cognition Attitude
(B) Cognition Attitude Behaviour
(C) Cognition Behaviour Attitude
(D) Attitude Cognition Behaviour
62 Which one of the following is NOT a positive factor that contributes to ‘Brand D
Loyalty’?
(A) Perceived Brand performance fit
(B) Habit & history
(C) Social & emotional identification with the brand

(D) Competitive promotional activity

63 63. Which one of the following is NOT a negative force that works against A
‘Brand Loyalty’?
(A) Social & emotional identification
(B) Price sensitivity
(C) Brand Parity
(D) Variety seeking
64 Which of the following is the characteristic of consumer attitude? D
(A) Attitudes are dynamic & can change
(B) Attitudes have direction, degree & intensity
(C) Attitudes have an object & structure
65 ‘A consumer after developing a technical problem in a newly purchased C
Chinese electronic gadget starts believing that all Chinese products are
defective & low on quality’, is an example of which characteristic of consumer
attitude?
(A) Attitude exhibits a greater degree of consistency
(B) Attitudes tend to show stability over time
(C) Attitudes tend to be generalizable
(D) Attitudes are learned
66 ‘How much the consumer either likes or dislikes the object?’ indicates which D
characteristic of consumer attitude?
(A) Direction
(B) Strength
(C) Intensity
(D) Degree
67 ‘The attitudes which emphasizes the person’s self image & convey his A
lifestyle’ describes which function of attitude?
(A) Value expressive function
(B) Ego defensive function
(C) Knowledge function
(D) Utilitarian function
68 This attitude function will help the individual to interpret all the information C
coming to him & then adopt a behaviour suitable to the situation
(C) Knowledge function
(D) Instrumental function
69 This attitude function speaks about ‘The individual’s perception of the B
situation, which will affect his behaviour to protect his self-concept
(A) Knowledge function
(C) Utilitarian function
(D) Value expressive function

70 According to this attitude function, ‘Attitudes are found to reach a particular D

goal or may be to avoid an undesired one.’
(B) Knowledge function
(C) Ego defensive function
(D) Instrumental function
71 Which one of the following is NOT one of the components of Tri-component B
model of ‘Attitude’?
(A) Cognition
(B) Opinion
(C) Affect
(D) Conation
72 This component of Tri-component attitude model ‘involves a person’s feelings A
or emotions about the attitude object’
(A) Affective component
(B) Behavioral component
(C) Cognitive component
73 This component of Tri-component attitude model is about ‘the influences the C
attitude has on the way we act or behave.’
(A) Cognitive component
(B) Affective component
(C) Conative component
74 According to ‘Multi-component attitude model’ an attitude towards an object D
is dependent upon:
(A) Strength of the belief that object has certain attributes
(B) The desirability of these attributes
(C) The number of attributes
75 Which one of the following is one of the attitude change strategies for D
marketers?
(A) Reinforce positive attitudes among existing users
(B) Attract new users to existing products
(C) Attract new users to new products
76 Which individual determinant of consumer behaviour is ‘an inner state that C
energizes, activates or moves & directs or channelize behaviour towards the
goal’?
(A) Personality
(B) Attitude
(C) Motivation
(D) Perception
77 Which of the following is the reason for ‘motivational conflict’? D

(A) New needs emerge as old needs are satisfied

(B) Success & failure influence goals
(C) Needs are never fully satisfied
78 Which one of the following are the defense mechanisms in consumer D
motivation?
(A) Repression
(B) Aggression
(C) Regression
79 Which one of the following is NOT an internal stimulus for motive arousal? C
(A) Cognitive arousal
(B) Physiological arousal
(C) Environmental arousal
(D) Emotional arousal
80 ‘A consumer unhappy with the product purchased from a retailer, boycotts B
him till he either returns the money paid by the buyer or offers replacement
of the product at no extra cost.’ What kind of defense mechanism is this in
consumer motivation?
(A) Regression
(B) Aggression
(C) Repression
(D) Withdrawal
81 ‘A customer after realizing that a branded pair of sports shoes of specific D
make & design is purchased by someone else & hence leaves the outlet
reasoning that the outlet was not well stocked & he should patronize another
outlet to get the product of his choice.’ Which defense mechanism does this
situation highlight in motive-satisfaction chain?
(A) Rationalization
(B) Regression
(C) Identification
(D) Withdrawal
82 ‘An advertisement of ‘Head & Shoulder’ anti-dandruff shampoo making the A
viewer relate with the frustrating situation he might have faced & thereby
inducing a positive purchase behaviour in him.’ This is an example of use of
which consumer motivation defense mechanism?
(A) Identification
(B) Repression
(C) Projection
(D) Rationalization
83 ‘A customer wants to cancel the health insurance plan which is not found to C
be satisfactory or of desired benefits and blames the insurance advisor for it.’
This is an example of which type of defense mechanism of consumer
motivation?

(A) Aggression
(B) Repression
(C) Projection
(D) Withdrawal
84 A person convince himself that the goal of buying ‘BMW’ is not really worth B
pursuing, and settles for a ‘Ford’ car, is an example of which defense
mechanism in motive-satisfaction chain?
(A) Identification
(B) Rationalization
(C) Withdrawal
(D) Projection
85 Reacting to a frustrating situation with a childish behaviour is a characteristic C
of which defense mechanism of consumer motivation?
(A) Withdrawal
(B) Repression
(C) Regression
(D) Aggression
86 A childless couple helping & teaching in a school meant for orphan or B
disabled children is an example of which defense mechanism in motive-
satisfaction chain?
(A) Rationalization
(B) Repression
(C) Regression
(D) Projection
87 ‘Motive arousal’ on account of the need aroused by day dreaming or autistic D
thinking is called as
(B) Physiological arousal
88 Arousal or feeling of hunger after watching an advertisement of noodles on B
TV is called as
(A) Physiological arousal
(B) Environmental arousal
(C) Emotional arousal
(D) Cognitive arousal
89 An advertisement of ‘Phone pay’ to send money to their loved one’s A
triggering an urge to speak to loved one’s is an example of which type of
motive arousal
(B) Emotional arousal
(D) Physiological arousal
90 Involuntary needs that make the person undergo tensions, till he is able to C

satisfy those needs, leads to___________

(A) Emotional arousal
(B) Cognitive arousal
(C) Physiological arousal
(D) Environmental arousal
91 Advertisements of Ice-creams, Chocolates, Cold-drinks etc. A
causes_____________
(A) Physiological arousal
(B) Cognitive arousal
92 According to Maslow, these needs have highest strength & will be dominant D
until they are reasonably satisfied
(A) Social needs
(B) Esteem needs
(C) Safety needs
(D) Physiological needs
93 This need from ‘Maslow’s hierarchy of needs’ imply control over both C
physical & social environmental factors & achievements
(A) Esteem needs
(B) Social needs
(C) Self-actualization needs
(D) Safety & security needs
94 Satisfaction of this need from Maslow’s hierarchy of needs makes the person B
more comfortable with the knowledge of having control over his life &
environment & certainly about the future to some extent.
(A) Self-actualization needs
(B) Safety & security needs
(C) Social needs
(D) Physiological needs
95 According to Maslow, sometimes individuals while trying to satisfy this need A
may adopt disruptive & irresponsible actions & in case of inability to satisfy
this needs can lead to frustration
(A) Esteem needs
(C) Self-actualization needs
(D) Social needs
96 According to Maslow, when this need becomes dominant, a person will strive C
for satisfying relations with others & are motivated by love for their families
(A) Safety & security needs
(B) Esteem needs
(C) Social needs
(D) Self actualization needs
97 According to Maslow’s need hierarchy theory following products/brands D

satisfy which needs?

(i) Pension Plan of LIC –
(ii) Art of Living workshop –
(A) Physiological needs; Esteem needs
(B) Social needs; self-actualization needs
(C) Safety & security needs; social needs
(D) Safety & security needs; self-actualization needs
98 According to Maslow’s need hierarchy theory following products/brands C
satisfy which needs?
(i) Swift Dzire car–
(ii) Aarogya Setu App –
(A) Esteem needs; Social need
(B) Social need; self-actualization need
(C) Social need; Safety & security need
(D) Self-actualization need; physiological need
99 Which one of the following is NOT one of the three basic motivating needs D
recognized by McClelland in his theory of Need Achievement?
(A) Need for affiliation
(B) Need for achievement
(C) Need for power
(D) Need for affection
100 According to ‘Alderfer’s ERG Hierarchy of Needs theory’ which of the B
following need focuses on the person’s intrinsic desire for personal
development
(A) Related needs
(B) Growth needs
(C) Existence needs
101 According to Vroom’s Expectancy theory, the concept of ‘instrumentality’ A
refers to_____
(A) First level outcome in obtaining a desired second level outcome
(B) The probability that a particular action or effort will lead to a
particular first level outcome
(C) The strength of an individual’s preference for a particular outcome
102 Marketers can create brand equity by _____________________ A
(A) Selling them in prestigious outlets
(B) Overpricing the product
(C) Preparing comparative information about competitive brands
(D) Making the products available at all locations
103 Consumer involvement refers to __________________ or personal relevance B
of an item
(A) The need of the product
(B) The consumer’s perception of the importance

(C) The price of the product

(D) The number of people who bought the product
104 If the purchase id for s high-involvement product, consumers are likely to C
develop a high degree of _____________________ so that they would be
confident that the item they purchase is just right for them
(A) Brand loyalty
(B) Society
(C) Product knowledge
(D) References
105 What is least pressing in Maslow’s Hierarchy of needs? A
(A) Self-actualization needs
(C) Physiological needs
(D) Social needs
106 Which of the following reflects the relatively stable behavioural tendencies A
that individuals display across a variety of situations?
(A) Motivation
(B) Personality
(C) Emotions
(D) Perception
107 _________________ are a person’s unique psychological characteristics that B
lead to relatively consistent & lasting responses to his or her own
environment
(A) Psychographics
(B) Personality
(C) Demographics
(D) Lifestyle
108 The basic premise of the __________________ is that people’s possessions B
contribute to and reflect their identities; that is, “we are what we have”
(A) Lifestyle concept
(B) Self-concept
(C) Personality concept
(D) Cognitive concept
109 ________________ is a need that is sufficiently pressing to direct the person A
to seek satisfaction of the need
(A) Motive
(B) Want
(C) Demand
(D) Desire
110 According to Maslow’s hierarchy of Needs, the lower level needs are called as C
(A) Psychographic needs
(B) Psychogenic needs
(C) Biogenic needs
(D) Demographic needs

111 According to Maslow’s hierarchy of Needs, the higher level needs are called D
as
(A) Demographic needs
(B) Biogenic needs
(C) Psychographic needs
(D) Psychogenic needs
112 ____________________ describes changes in an individual’s behaviour C
arising from experience
(A) Memory
(B) Perception
(C) Learning
(D) Involvement
113 Which construct represents an unobservable inner force that stimulates and A
compels a behavioral response and provides specific direction to that
response?
(A) Motive
(B) Personality
(C) Emotion
(D) Perception
114 Raju is hungry, and his inner force is making him search for the type of food C
he wants to eat. He decides that a McDonald’s Cheese Burger will satisfy his
hunger. This inner force that is compelling him to search for food is known
as_____________
(A) Drive
(B) Cue
(C) Motive
(D) emotion
115 Maslow’s Hierarchy of Needs Theory is based on which premise? D
(A) All humans acquire a similar set of motives through genetic
endowment and social interaction
(B) Some motives are more basic or critical than others
(C) The more basic motives must be satisfied to a minimum level before
other motives are activated
116 Maslow’s hierarchy of needs includes all EXCEPT which of the following: B
(A) Safety
(B) Cognition
(C) Physiological
(D) Belongingness
117 In Maslow’s Hierarchy of Needs, clothes, sleep and to an extent sex are C
considered as ______________ needs
(A) belongingness
(B) social
(C) physiological

(D) safety
118 Medi-claim, Car seatbelts, sunscreen lotion, vaccination etc. are all examples B
of products or services to satisfy consumers’ ______________ needs
(A) belongingness
(B) safety
(C) esteem
(D) physiological
119 Which need in Maslow’s hierarchy reflects a desire for love, friendship, A
affiliation?
(A) Belongingness
(B) Safety
(C) Esteem
(D) Self-actualization
120 Which of the Maslow’s hierarchy needs reflects individual’s desires for status, D
superiority, recognition, self-respect, prestige etc.?
(A) Safety
(B) Self-actualization
(C) Social
(D) Esteem
121 Which of the Maslow’s hierarchy needs involves the desire for self-fulfillment, C
to become all that one is capable of becoming?
(A) Esteem
(B) Social
(C) Self-actualization
(D) Safety
122 ______________ refers to a set of distinguishing human psychological traits B
that lead to relatively consistent and enduring responses to environmental
stimuli
(A) Image
(B) Personality
(C) Psychological transformation
(D) Lifestyle
123 Consumers often choose and use brands that have a brand personality A
consistent with how they see themselves also known as the___________
(A) Actual self-concept
(B) Ideal self-concept
(C) Others’ self-concept
(D) Social self-concept
124 As Riya scans through the mobile application looking for a florist in her area, C
she sees several other products & services advertised. Though interesting on
first glance, she quickly returns to her primary task of finding a florist. The
items that distracted her from her initial search were most likely stored in
which of the following types of memory?
(A) Long-term memory

(B) Sensory memory

(D) Subconscious memory
UNIT-III: Environmental Influences on Consumer Behaviour

1 Culture is a set of socially acquired __________ Values;
(virtues/values/ethics/customs) that society accepts as whole & transmits it languag
to its members through _________________ (customs & es &
traditions/education & behaviour/experience & learning/languages & symbol
symbols s
2 Which one of the following is NOT one of the characteristics of ‘Culture’? C
(A) Culture is a learned response & includes inculcated values
(B) Culture is a social phenomenon
(C) Culture is gratifying & continues for a shorter period
(D) Cultures are similar yet different
3 According to Rokeach’s classification of cultural values; terminal values ultimat
are_____________ (ultimate purchasing goals/purchasing values/purchasing e
objectives/decision making values) and instrumental values are purchas
_____________ (consumer values/product related values/consumption ing
specific values/internal values) goals;
consum
ption
specific
values
4 Harmony, peaceful world, self-respect, freedom of speech are examples of A
____________
(A) Terminal values
(B) Intrinsic values
(C) Consumption specific values
(D) Personal values
5 Consumer rights, eco-friendly products, convenient purchasing & store B
location are examples of _____________
(A) Personal values
(B) Instrumental values
(C) Terminal values
(D) Intrinsic values
6 Which one of the following is NOT one of the ‘Changing Indian Values’? C
(A) Orientation towards youthfulness
(B) Mindset of scarcity has given way to consumerism
(C) Diversity in religions, culture & customs
(D) Importance of self-fulfillment

7 Which problem is encountered by the marketer in cross-cultural marketing? D

(A) Symbols, Colour and Names & product selection
(B) Promotion / Marketing Communication
(C) Selection of Distribution Channels
8 Which one of the following would be the best illustration of a ‘Subculture’? C
(A) University
(B) A teacher fraternity
(C) Religion
(D) Group of close friends
9 A set of learned beliefs, values, attitudes, habits & forms of behaviour that A
are shared by subsets of a society and are transmitted from generation to
generation within each subset is called as
(A) Subculture
(B) Culture
(C) Social class
(D) Social group
10 Beliefs that a general state of existence is personally and socially worth D
striving for are __________
(A) Cultures
(B) Subcultures
(C) Ethics
(D) Cultural values
11 A set of socially acquired values that society accepts as whole and transmits it B
to its members through language & symbols is known as
(A) Subculture
(B) Culture
(C) Social class
(D) Family
12 A relatively homogenous and enduring divisions in a society, which are D
hierarchy ordered & whose members share similar values, interests and
behaviour constitute_________
(A) Family
(B) Subculture
(C) Social class
(D) Culture
13 ‘South Indian girls by tradition are required to learn classical dance & music’ B
reflects which of the following characteristics of ‘Culture’?
(A) Culture is a learned response
(B) Culture includes inculcated values
(C) Culture is a social phenomenon
(D) Culture prescribes the ideal standard of behaviour
14 ‘Indian people largely have faith in the preaching of religious gurus, who A
speak about customs, traditional values through religious discourse.’ This

highlights which of the following characteristic of culture?

(A) Culture is gratifying & continues for a long time
(B) Culture describes the ideal standard of behaviour
(C) Culture is a learned response
(D) Culture includes inculcated values
15 ‘Drinking with family is considered as a taboo & condemned by the society’ or B
‘People getting uncomfortable, seeing a couple getting cozy at a public place’
reflects which characteristic of culture?
(A) Culture prescribes ideal standards of behaviour
(D) Culture includes inculcated values
16 ‘An Indian film star seeks blessings of an old veteran actor by touching his/her C
feet after receiving a film-fare award’ is an example of which characteristic of
culture?
(A) Culture is a social phenomenon
(B) Culture includes inculcated values
(D) Culture prescribes ideal standards of behaviour
17 Some festivals in India like Holi, Diwali, Pongal, Baisakhi etc. are celebrated A
across the states with varied fashions, customs, rituals and fervor. This is an
example of which characteristic of culture?
(A) Cultures are similar yet different
(C) Culture is gratifying & continues for a long time
(D) Culture is a learned response
18 Marketers who target consumers on the basis of __________ believe that D
they can influence purchase behaviour by appealing to people’s inner selves
(A) Social class
(B) Self-concept
(C) Personality
(D) Core values
19 ________________ develop on the basis of wealth, skills & power C
(A) Economic classes
(B) Lifestyle
(C) Social classes
(D) Consumer behaviour
20 ___________________ are transmitted through family, religious A
organizations & educational institutions, and in today’s society educational
institutions are playing an increasingly greater role in this regard
(A) Cultural values
(B) Marketing information system
(C) Behavioural attributes
(D) Social ethics

21 In large nations like India and many other Asian Nations, the population is C
bound to lose a lot of its homogeneity and thus ______________ arise
(A) Cultures
(B) Cultural Values
(C) Subcultures
(D) Social classes
22 These are based on the things like geographical areas, religions, nationalities, B
ethnic groups, age etc.
(A) Social classes
(B) Subculture
(C) Economic classes
(D) Cultures
23 Looking at the complex & varied domestic and global markets, the marketing C
managers should adapt the marketing mix to_________
(A) Sales strategies
(B) Marketing concepts
(C) Cultural values
(D) Brand images
24 Which of the following is the most valuable piece of information for B
determining the social class of a young college student’s parents?
(A) Their educational background
(B) Their occupations
(C) Their ethnic background
(D) Their combined annual income
25 Today, many sub-cultural barriers are decreasing because of mass A
communication, mass transit and
(A) The use of new technology
(B) A decline in the influence of religious values
(C) An influence of political power
(D) The rising unemployment
26 Different social classes tend to have different attitudinal configurations and D
____________ that influence the behaviour of individual members
(A) Finances
(B) Decision makers
(C) Personalities
(D) Values
27 Which one of the following is the factor that best indicates the social class? C
(A) Fashion
(B) Time
(C) Occupation
(D) Money
28 In terms of consumption decisions, middle class consumers prefer to B
buy____________________
(A) The best at lowest price after analyzing the market

(B) What is popular

(C) At a markets that sales at wholesale rates
(D) Only the brands which sell at affordable prices
29 What are the middle class consumers more concerned about? C
(A) Schooling of their children in a prestigious school
(B) Foreign travels, sports & club memberships
(C) Fashion and buying what experts in media recommends
(D) Buying only value for money products
30 Reference groups are the _____________________ A
(A) Groups that an individual looks to while forming attitudes & opinions
(B) Groups of people who have been referred to by someone they know
(C) Groups of office colleagues & peers
(D) Chat group on the social media
31 The reason that higher prices may not affect consumer buying is C
(A) Most consumers prefer brand names which have higher prices
(B) Majority of the total population looks for quality services and is willing
to pay higher prices
(C) Consumers believe that higher prices indicate better quality or
prestige
(D) Most consumers feel that the price is actually affordable
32 Secondary reference groups include _____________ D
(A) Family and close friends
(B) Sports groups
(C) Ethnic & religious groups
(D) Fraternal organizations & professional associations
33 While preparing for a Diwali snacks party, Anita was worried that her parents A
would hate the fact that she served bought snack items rather than making
her own. In terms of social influences in her behaviour, Anita was most
concerned with _____________
(A) A primary reference group
(B) A subculture influence
(C) A secondary reference group
(D) Cultural values
34 As a mother of the groom, Sunita was willing to wear a light peach coloured B
Kanjivaram Saree that the bride had selected for the wedding until sales girl
showed Sunita a red coloured designer Saree. As the sales girl kept telling
Sunita how great the saree looked and also the price of the saree was
substantially lower than the Kanjivaram saree, Sunita bought the designer
saree to wear for the wedding. Asuming, Sunita really liked her son’s fiancée
& does not want to hurt her son or her to be daughter-in-law, Sunita’s
decision to buy the designer red coloured saree was a result of
____________________ influence.
(A) Economic
(B) Marketing

(C) Reference group

(D) Cultural
35 ___________________ is a group of people with shared value systems based A
on common life experiences & situations
(A) Culture
(B) Subculture
(C) Lifestyle
(D) Social class
36 Even though the buying roles in the family change constantly the _______ has A
traditionally been the main purchasing agent for the family
(A) Wife
(B) Husband
(C) Teenage child
(D) Grandparent
37 A major reason for changing traditional purchasing roles for families is that B
(A) The economic conditions are forcing more teens to work
(B) More women than over hold jobs outside the homes
(C) Children are spending more time on internet & social media
(D) Men & women now shop together or ‘shop until you drop’ for
entertainment purpose
38 The stages through which families might pass as they mature over time is a D
(A) Diffusion process
(B) Adoption process
(C) Lifestyle cycle
(D) Values & lifestyle (VALS) typology
39 Primary reference groups include C
(A) College students
(B) Office colleagues
(C) Family & close friends
(D) Sports group
40 ___________________ develop on the basis of wealth, skills and power D
(A) Economic classes
(B) Demographic classes
(C) Lifestyle
(D) Social classes
41 Social classes differ in media preferences with upper class consumers often A
preferring _______________
(A) Magazines & books
(B) Movies & Plays
(C) Radio & television
(D) Mobile & computer games
42 Social classes differ in media preferences with lower class consumers often B
preferring _______________
(A) Movies & Plays

(B) Radio & television

(C) Mobile & computer games
(D) Magazines & books
43 The family in a buyer’s life consisting of parents and siblings is the C
_________________
(A) Family of procreation
(B) Family of efficiency
(C) Family of orientation
(D) Family of influence
44 Marriage, childbirth & divorce constitute the ______________ that shape the D
consumption pattern of individuals
(A) Psychological life cycle
(B) Product life cycle
(C) Social classes
(D) Critical life events
45 _______________ portrays the ‘whole person’ interacting with his / her C
environment
(A) Attitude
(B) Personality
(C) Lifestyle
(D) Self-concept
46 _________________ is one of the most basic influences on an individual’s B
needs, wants & behavior
(A) Brand
(B) Culture
(C) Product
(D) Price
47 In terms of consume behavior, culture, social class & reference group C
influences have been related to purchase & ________________
(A) Economic situations
(B) Situational influences
(C) Consumption decisions
(D) Psychological influences
48 It is relatively permanent and It doesn’t change from a day to day or from A
year to year basis
(A) Social class
(B) Demographic class
(C) Economic class
(D) lifestyle
49 Ravi’s parents were farmers owning small piece of land and a small two room C
house in a village. With their will & sheer hard work, they could give him a
good education. Ravi, now a software engineer working in a IT company owns
a big duplex apartment & a premium car in a city, sends money to his parents
& developed their farmland & construct a bigger house at his native village.

This is an example of __________________________

(A) change of lifestyle
(B) change of social status
(C) intergenerational social class mobility
(D) intergenerational economic class mobility
50 It can influence the consumer behaviour by affecting the level of aspiration D
and through establishing conventional patterns of personal expenditure
(A) Economic class
(B) Family
(C) Social class
(D) Reference group
51 The individuals who exerts a disproportionately big influence on others’ given B
choice situations are called as_________________
(A) Family members
(B) Opinion leaders
(C) Reference group members
(D) Close friends
52 Celebrity Chef Sanjeev Kapoor recommending the goodness of using Rice A
Bran cooking oil is an example of
(A) Opinion leadership
(B) Celebrity endorsement
(C) Individual influence
(D) Word-of-mouth communication
53 Which one of the following factors is NOT the one which is coming in the way C
of rural consumers’ consumption habit & buying behaviour?
(A) Low income levels
(B) Limited purchasing power
(C) Lethargy to adopt change & learn new things
(D) Inadequate infrastructural facilities
54 Marketers have realized that this social class is emerging as the ‘consumption D
community’ for all types of goods & services
(A) Upper middle class
(B) Lower class
(C) BoP consumers
(D) Middle class
55 _______________ affects consumer’s product preferences & product usage. C
(A) Culture
(B) Cultural values
(C) Subculture
(D) Social class
56 In cross-cultural marketing, ____________________ will help the marketers A
to have a better understanding of the cultural variances & respond with a
suitable form of marketing communication
(A) Language & meaning

(B) Cultural values

(C) Customs & traditions
(D) Social norms
57 Indian consumer determines the quality of a garment by quality of fabric B
whereas European consumer determines it by every aspect of the garment
including its stitching, texture, color, packaging etc. This narrates which of the
following cross-cultural influence?
(A) Cultural values affect consumers product preferences and product
usage
(B) differences in the criteria for evaluating products & services
(C) differences in consumption pattern & perceived benefits of products
& services
(D) differences in the economic & cultural social conditions & family
structure
58 The innovations which have the least disrupting influence on established C
consumption patterns is called as __________________
(A) Dynamically continuous innovations
(B) Discontinuous innovations
(C) Continuous innovations
59 Dynamically continuous innovations _________________________ B
(A) have the least disrupting influence on established consumption
patterns
(B) have more disrupting effects, although they do not generally alter
established patterns
(C) involve the establishment of new products with new behaviour
patterns
60 These innovations involve the establishment of new products with new A
behaviour patterns
(A) Discontinuous innovations
(B) Dynamically continuous innovations
(C) Continuous innovations
61 Which one of the following is NOT one of the basic elements of ‘Diffusion of B
innovation’ process?
(A) The social system
(B) The environmental forces
(C) The channels of communication
(D) Time
62 The first four stages of adoption process in diffusion of innovation are A
Awareness, comprehension, attitude and _____________________
(A) Legitimation
(B) Acceptance

(C) Trial
(D) Adoption
63 Which one of the following is NOT one of the stages of adoption process in D
diffusion of innovation?
(A) Legitimation
(B) Comprehension
(C) Attitude
(D) Perception
64 Which one of the following is NOT one of the factors encouraging adoption D
process in diffusion of innovation?
(A) Relative advantage of the product
(B) Communicability or observability of the results and product features
(C) Compatibility of the product
(D) Non-complexity of the product
65 If a product or service is not compatible with the consumer’s existing habits, C
then it will act as a/an ___________________ in adopting an innovation in
the process of diffusion of innovation
(A) Value barrier
(B) Risk barrier
(C) Usage barrier
(D) Compatibility barrier
66 Value barrier in adopting an innovation in the process of diffusion of A
innovation is ___________________
(A) product’s lack of relative advantage when compared to its substitutes
(B) consumer’s physical, economic performance or social risk in adopting
an innovation
(C) a product or service is not compatible with the consumer’s existing
habits
67 In diffusion of innovation, the ‘early majority adopters’ are those who ______ B
(A) try out the new product, after being aware of & seeking more
information of the product
(B) are more deliberate, thoughtful, shrewd & won’t get easily swayed by
the new products or innovation and would wait & watch & learn by
hearing from the experience of others
(C) adopt the new idea or product immediately after carefully verifying &
gathering information from authentic sources
(D) are more conservative in approach & do not immediately respond in
favour of change and would accept the new product only after a
public opinion in favour of a new product or innovation
68 The customers who are very conservative, tradition bound & suspicious of C
change and exhibit a lot of deliberation, caution & suspicion in their buying
behaviour of new product are known as_________________
(A) Early adopters

(B) Late majority

(C) Laggards
(D) Early majority
69 ‘Trial rejectors’ are one of the non-adopter categories of consumers in the C
process of diffusion of innovation who ______________
(A) have tried the product but have not gone for a repurchase or actual
purchase
(B) know the product will be useful for them but have not tried it
(C) have tried the product and also rejected the same
(D) though aware of the product, have decided against buying it
70 The consumers, who know the product will be useful for them but have not B
tried it, are ________________________ category of non-adopter consumers
in the process of diffusion of innovation
(A) The unaware group
(B) Symbolic adopters
(C) Symbolic rejectors
(D) Trial rejectors
71 ‘Symbolic rejectors’ are one of the non-adopter categories of consumers in D
the process of diffusion of innovation who ______________
(A) know the product will be useful for them but have not tried it
(B) have tried the product but have not gone for a repurchase or actual
purchase
(C) have tried the product and also rejected the same
(D) though aware of the product, have decided against buying it
72 The consumers, who have tried the product but have not gone for a A
repurchase or actual purchase are called as ____________________ category
of non-adopter consumers in the process of diffusion of innovation
(A) Trial adopters
(B) Symbolic adopters
(C) Trial rejectors
(D) Symbolic rejectors
73 Which one of the following is NOT one of the sources of channels of C
communication in the process of diffusion of innovation
(A) Experimental sources
(B) Commercial sources
(C) Environmental sources
(D) Public sources
74 Mass media, consumer rating organizations etc. are ____________ of B
channels of communication in the process of diffusion of innovation?
(A) Experimental sources
(B) Public sources
(C) Commercial sources
(D) Personal sources
75 The Commercial sources of channels of communication in the process of D

diffusion of innovation are __________________

(A) Family, friends, neighbors, acquaintances
(B) Mass media, consumer rating organizations
(C) Demonstrations, handling samples
(D) Sales people, advertising, sales promotion techniques
76 Demonstrations, handling samples etc. are ____________ of channels of B
communication in the process of diffusion of innovation?
(A) Public sources
(B) Experimental sources
(C) Personal sources
(D) Commercial sources
77 Which one of the following is one of the characteristics of BoP consumers? D
(A) BoP consumers are getting connected and networked. They are
rapidly exploiting the benefits of information networks
(B) BoP consumers accept advanced technology rapidly
(C) The consumers are Brand conscious, they are also extremely value
conscious by necessity
UNIT-IV: Consumer Decision Making Process
Sr. Question Answer

No.
1 In this problem solving approach, the consumers are brand loyal & tend to A
buy in a habitual, automatic & unthinking way
(A) Extensive problem solving
(B) Routine problem solving
(C) Regular problem solving
(D) Limited problem solving
2 The search activity which is independent of specific needs or decisions is B
called as________________
(A) External search
(B) Ongoing search
(C) Internal search
(D) Pre-purchase search
3 A consumer desire to buy a new auto-drive car of relatively same size & C
similar fuel mileage consumption as his current manual car model but
doesn’t proceed further in the decision process because of_____________
(A) Lower magnitude of his actual state
(B) Lower magnitude of his desired state
(C) Lower magnitude of discrepancy between the desired & actual
states

(D) Importance of problem

4 Which one of the following is NOT the factor affecting the actual state in A
problem recognition process?
(A) Novelty
(B) Arousal of needs
(C) Assortment deficiency
(D) Post-purchase evaluation
5 Marketers use promotion and advertising to cause problem recognition D
among potential customers by using which of the following means?
(A) Influencing the perception of actual state
(B) Influencing the timing of problem recognition
(C) Influencing the desired state
6 In this problem solving approach, the consumers buy a new brand in a D
familiar product category & usually involves a moderate amount of
information seeking & time in choosing
(A) Unlimited problem solving
(C) Extensive problem solving
7 These are the goods, consumers have clear perception of what they want C
& a certainty of the product/service usefulness in a predictable way
(A) Credence goods
(B) Experience goods
(C) Search goods
8 Which one of the following is NOT the factor affecting the desired state in A
(A) Post-purchase evaluation
(B) Novelty
(C) Thinking
(D) Reference groups
9 When a lady refers a fashion magazine just before her wedding date is C
fixed to search for the latest and trending designer suits & dresses best for
different functions of her wedding ceremony, the search would be_______
(A) Internal search
(B) Ongoing search
(C) Pre-purchase search
(D) External search
10 Financial considerations, previous decisions, family characteristics & B
culture/social class can affect which state in the problem recognition
process?
(A) Desired state

(B) Both actual & desired state

(C) Actual state
11 Which one of the following is NOT the factor affecting the actual state in C
(A) Assortment deficiency
(B) Post-purchase evaluation
(C) Thinking
(D) Arousal of needs
12 Consumers are brand loyal and tend to buy in a habitual, automatic & A
unthinking way in a _______________________ approach
(A) Routine problem solving
(B) Extensive problem solving
(C) Regular problem solving
13 Manish, working as an engineer in a automobile company in Pune started C
searching for a flat in a good apartment, immediately after his marriage, as
he wants to shift from a rented house to his own house before he have a
kid. This is a _____________________
(A) Evolving situation
(B) Routine problem
(C) Planning problem
(D) Emergency problem
14 Which one of the following is NOT the factor affecting the actual state in B
(A) Assortment deficiency
(B) Reference groups
(C) Arousal of needs
(D) Post-purchase evaluation
15 _______________ occur when the problem is unexpected and no A
immediate solutions is required
(A) Evolving situations
(B) Routine problems
(C) Emergency problems
(D) Planning problems
16 These products or services have attributes customer can readily evaluate B
before they purchase
(A) Credence goods
(B) Search goods
(C) Experience goods
17 In this problem solving approach, the consumers buy in an unfamiliar C
product category & usually involves the need to obtain substantial
information & a longer time to choose

(A) Unlimited problem solving

(B) Limited problem solving
(D) Routine problem solving
18 A young executive, passionate about bikes owns a Harley Davidson and is a D
regular reader of an ‘Auto’ magazine to keep himself updated. The search
he is involved in is called as ________________
(A) External search
(B) Pre-purchase search
(C) Internal search
(D) Ongoing search
19 Advertisement of ‘Vicco Vajradanti’ showing ‘as you are using the product, B
you would never face the problem of bleeding or painful gums and you will
have strong gums’, is an example of which mean of activating problem
recognition?
(A) Influencing the timing of problem recognition
(B) Influencing the desired state
(C) Influencing the discrepancy level between desired & actual state
(D) Influencing perception of the actual state
20 Even after the purchase & use of these goods, customers may still be A
unable to assess their quality
(A) Credence goods
(B) Search goods
(C) Experience goods
21 The consumers may turn loyal if satisfied and tend to complain if they are B
dissatisfied in ________________________________ approach
(A) Limited problem solving
(B) Extensive problem solving
(C) Routine problem solving
(D) Regular problem solving
22 They have a restricted lifestyle and restricted interest in shopping C
(A) Traditional shoppers
(B) Price shoppers
(C) Inactive shoppers
(D) Transitional shoppers
23 Credence goods are __________________ A
(A) The products or services which have attributes buyers cannot
confidently evaluate, even after one or more purchases
(B) those where price, quality or some other attribute remains
unknown until purchase
(C) the goods, consumers have clear perception of what they want & a
certainty of the product/service usefulness in a predictable way

24 Amit was considering buying a particular laptop brand, suddenly recalled C

that his best friend Kishor made a very negative comment about the brand
when they had been to family vacations together. This affected Amit’s
attitudes unfavorably towards the brand. This is an example of _________
(A) Pre-purchase search
(B) Ongoing search
(C) Internal search
(D) External search
25 Consumers tend to patronize the store regularly if the salespeople are D
friendly, helpful, courteous & knowledgeable. This is an example of which
of the following factors determining store choice in store purchasing
process
(A) Customer service
(B) Advertising & sales promotion
(C) Clientele
(D) Personnel
26 In this problem solving approach, the consumers have an inertia to A
repurchase and tend to immediately switch the brand if dissatisfied
(A) Limited problem solving
(D) Regular problem solving
27 The information availed from salespeople, product packaging is said to be D
obtained from _____________
(A) External sources
(B) Neutral sources
(C) Consumer sources
(D) Marketer-dominated sources
28 Which one of the following is not a personal motive behind people’s C
shopping?
(A) Role playing
(B) Diversion
(C) Experience outside the home
(D) Self-gratification
29 Advertisement of Akshay Kumar of ‘Harpic Toilet cleaner’ showing the D
house makers being contended with the result of using acid or detergent
for toilet cleaning till the moment they were been shown the superior
result given by ‘Harpic’ by live demonstration. This is an example of which
promotion strategy used by the marketer to activate the problem
recognition?
(A) Influencing the desired state

30 Which one of the following is not a social motive behind people’s B

shopping?
(A) Status & authority
(B) Diversion
(C) Pleasure of bargaining
(D) Role playing
31 It is a mental process of recalling & reviewing information stored in A
memory that may relate to the purchase situation, in which the consumer
relies on any attitudes, information or past experiences stored in memory
& can be recalled for application to the problem at hand
(A) Internal search
(B) Ongoing search
(C) External search
(D) Pre-purchase search
32 Which one of the following is NOT the factor affecting the desired state in C
(A) Reference groups
(B) Novelty
(C) Assortment deficiency
(D) Thinking
33 Which one of the following is not a personal motive behind people’s B
shopping?
(A) Learning about new trends
(B) Peer group attraction
(C) Physical activity
(D) Sensory stimulation
34 An individual commuting to his office got the tire of his car punctured and A
need to fix the puncture to have a quick solution to his transportation
problem is a/an ______________
(A) Emergency problem
(B) Routine problem
(C) Planning problem
(D) Evolving situation
35 Information availed through word-of-mouth communication, family or C
reference groups etc. is said to be obtained from ____________
(A) Internal sources
(B) Marketer-dominated sources
(C) Consumer sources
(D) Internal sources
36 Raj, a college student after becoming aware of an arrival of a new trendy B
jacket in the market was initially reluctant to purchase it but over a time
when the fashion started becoming a rage among youth, Raj thought of
purchasing it as the discrepancy between his desired state & actual state
increased. This is a/an_____________________

(A) Routine problem

(B) Evolving situation
(C) Emergency problem
(D) Planning problem
37 What marketing strategy would work if the deficiencies at the point of sale C
are leading to failure of conversion of predispositions into purchases?
(A) Aggressive personal selling
(B) Advertisement
(C) Price reduction & special promotional deals
(D) Product comparison
38 Travel companies advertising their Himachal Tour packages just before B
snowfall is an example of which promotion strategy used by the marketers
to activate the problem recognition?
(A) Influencing the desired state
39 The information obtained from friends, advertisements, salespeople, store C
displays, billboards, product-testing magazines etc. is a __________ search
(A) Pre-purchase
(B) Internal
(C) external
(D) ongoing
40 Which one of the following is NOT the factor affecting the desired state in D
(A) Reference groups
(B) Novelty
(C) Thinking
(D) Arousal of needs
41 In problem recognition process what may lead to ‘No consumer action’ D
after problem delineation?
(A) Insufficient discrepancy
(B) Insufficient resources or information
(C) Low importance
42 Which one of the following is NOT a consumer action resulting after A
problem delineation in problem recognition process?
(A) Acceptance
(B) Information search
(C) Purchase intention
(D) Complain
43 Which one of the following is not a social motive behind people’s C
shopping?
(A) Experience outside the home

(B) Communication with others having similar interest

(C) Sensory stimulation
(D) Peer group attraction
44 A type of information consumer may seek is ______________ D
(A) Information on the properties & characteristics of alternatives
(B) Information about the existence & availability of various product &
service offerings
(C) Information useful in forming evaluative criteria
45 These products or services can be evaluated only after purchase B
(A) Search goods
(C) Credence goods
46 Individual development, current situation, marketing efforts may affect C
which state in the problem recognition process?
(A) Actual state
(B) Desired state
(C) Both actual & desired state
47 This is one of the factors determining ‘store choice’ in store purchasing A
process, where the consumers will tend to patronize those stores where
persons similar to themselves are perceived to be shopping.
(A) Clientele
(B) Personnel
(C) Customer service
(D) Merchandise
48 The information availed from mass media, government reports, B
publications from independent product-testing agencies is said to be
obtained from ________________________
(A) Consumer sources
(B) Neutral sources
(C) External sources
(D) Marketer-dominated sources
49 Which one of the following is NOT a consumer action resulting after B
problem delineation in problem recognition process?
(A) Saving
(B) Rejection
(C) Borrowing
(D) Resistance
50 Vishal doesn’t really like Pear, but when all of his friends ordered Pear C
martinis, he felt that to be a part of the gang he needed to buy one for
himself. Which situational influence explains Vishal’s purchase of Pear
martini?

(A) Task features

(B) Its marketing mix
(C) Social features
(D) Current conditions
51 Experience goods are _________________ C
(A) the goods, consumers have clear perception of what they want & a
certainty of the product/service usefulness in a predictable way
(B) the type of goods & services has more to do with the consumers’
own circumstance than the skill of experts helping them
(C) those where price, quality or some other attribute remains
unknown until purchase
52 Pinky was very inquisitive about visiting a newly opened multi-brand mall B
in the city along with her friends. But she felt let down due to the dull
ambience, inappropriate air conditioning laced with a stinky smell and
returned disappointed without hanging out or purchasing anything. Which
type of situational influence did Pinky had?
(A) Social surrounding
(B) Physical surrounding
(C) Temporal perspective
(D) Antecedent state
53 Which of the following is a situation in which consumer behaviour occurs? D
(A) Communication situation
(B) Purchase situation
(C) Usage situation
54 While Sunita’s home was undergoing renovation for interior designing, the A
expenses started exceeding her budget and hence she decided to use rich,
decorative, aesthetic, lavish furnishings & drapery only in the main hall
which normally hosts the guests & other visitors, and use comparatively
simple, cheaper, durable items & accessories for other rooms which are
mostly used privately by family & relatives only. This shows which
situational influence on Sunita’s purchase decision?
(A) Task definition
(B) Social surrounding
(C) Physical surrounding
(D) Temporal perspective
55 Many people waited weeks in the line for tickets to the latest ‘Avengers’ C
movie so they could be in the movie’s first seating. Most people don’t plan
their movie ticket purchases more than a week in advance & would prefer
not to see a movie in a really crowded theater. Which situational influence
explains why different people place such importance on being the first to
see a movie?
(A) Physical features

(B) Its marketing mix

(C) Task features
(D) Physical features
56 Pharmaceutical companies or Drug stores providing highly uniform A
medicines and Banks providing highly uniform financial services are
examples of
(A) Search goods
(C) Credence goods
(D) Regular goods
57 As Neeta was tired, she decided to go in the restaurant & order a cold B
drink & a big piece of Chocolate pastry. Which situational influence most
likely caused Neeta’s behaviour?
(A) Task features
(B) Current conditions
(C) Physical features
(D) Social features
58 Sales of 50-70% off on merchandise at a Big Bazaar outlet in Mumbai C
suburban area, that was being closed, led many consumers who hadn’t
shopped at Big Bazaar stores in a long time returned to look for bargains.
_________________ influences led to these bargain-hunters re-visiting Big
Bazaar stores
(A) Antecedent
(B) Infrastructural
(C) Marketing
(D) Economic
59 Expert or high-end services like lawyers, specialist doctors, mechanics, B
management consultants, Chartered Accountants, fitness experts or
Prestigious institutes & universities like IITs, IIMs, Oxford, Cambridge etc.
are examples of
(A) Experience goods
(B) Credence goods
(C) Search goods
(D) Luxury goods
60 Shekhar, who had been to a Menswear retail outlet to purchase innerwear D
for him, had a sight of his boss shopping at the same outlet. Feeling
awkward, he ended up purchasing a shirt for himself instead of innerwear.
Which type of situational influence did Shekhar have?
(A) Antecedent state
(B) Temporal perspective
(C) Task definition
(D) Social surrounding
61 Customer visiting a new restaurant, Customer visiting a petrol or gas A
station, concert or a theater show, Airlines, holiday resorts etc. are

examples of
(A) Experience goods
(B) Credence goods
(C) Search goods
62 Consumer durable companies coming up with the LED television sets which B
could be used as computers, or furniture companies launching multi-utility,
convertible tables, sofas or beds are examples of which type of situation
(A) Disposal situation
(B) Usage situation
(C) Communication situation
(D) Purchase situation
63 Riya, during a movie interval wanted to eat a Veg Sandwich, but as it was C
not available at the food counter & other counter was far away from the
screen she was watching a movie at, she had to manage with Samosa. This
is an example of which situational influence on purchase decision?
(A) Task definition
(D) Antecedent state
64 Movie advertisements, banners or hoardings are strategically placed at B
prominent locations in the city & outside the multiplexes so that the
potential customers would see those while commuting to and from work.
Which type of situation is been created in this?
(A) Purchase situation
(B) Communication situation
(C) Usage situation
(D) Disposal situation
65 Vivan, being bullied by his friends in the college for not performing well in C
a crucial basketball game in an intercollegiate tournament, feeling sad &
dejected, went alone to watch a funny movie in a multiplex. Which
situational influence does Vivan have on his purchase decision?
(A) Temporal perspective
(B) Task definition
(C) Antecedent state
(D) Social surrounding
66 Companies like OLX, Quikr and Cars24 are based on which type of A
consumer situation?
(A) Disposal situation
(B) Purchase situation
(C) Communication situation
(D) Usage situation
67 They are knowledgeable, like to find out about various products and A
balance price with quality, fashion, attributes, etc.

(A) Service shoppers

(B) Traditional shoppers
(C) Active shoppers
(D) Price shoppers
68 Organization of Mega Shopping festivals & grand exhibitions or realtors D
launching their housing projects with an extravagant social gathering
inviting families to have a look at the show flats, amenities, attractive
offers, ensuring that the best sales people with excellent interpersonal
skills would be attending the potential customers, are all examples of
which type of situation?
(A) Usage situation
(B) Communication situation
(C) Disposal situation
(D) Purchase situation
69 They are active shoppers and engage in outdoor activities. They are B
knowledgeable and not price sensitive
(A) Dedicated fringe shoppers
(B) Traditional shoppers
(C) Transitional shoppers
(D) Active shoppers
70 Kunal, while returning from office had to go to a retail outlet on insistence A
of his wife to buy some urgently needed grocery items. As he was feeling
very hungry, he ended up purchasing more grocery & snacks items than
needed. This shows which situational influence on Kunal’s purchase
behaviour?
(A) Antecedent state
(D) Task definition
71 How would be the consumer behaviour towards ‘Store Price reduction’ D
during in-store purchase?
(A) The consumer may stock the product in a greater quantity than is
desired
(B) The users of competing brands may switch to the low price brand
for the time being
(C) The non-buyers may be induced to visit the stores and strike a
bargain
72 Dedicated fringe shoppers are_______________ D
(A) Price conscious. They make a lot of search and find the lowest price
available. They take the help of the media for this purpose
(B) Active shoppers and engage in outdoor activities. They are
(C) Experimental and keep changing stores and products. They do not

go for low price and buy products that interest them most
(D) Catalogue shoppers, and have little interest in television and radio.
They are not store loyal. They don’t socialize and do things by
themselves
73 Which of the following statement is true about ‘Store Layout’? B
(i) Prominently displayed products with good lighting and visibility,
attract greater attention of buyers and have more chances of
being sold
(ii) The store layout must have innovative look & should not be
changed frequently
(A) Only (ii) is true
(C) Both (i) & (ii) are true
(D) Neither (i) nor (ii) is true
74 Transitional shoppers are _________________________ C
(A) Catalogue shoppers, and have little interest in television and radio.
They are not store loyal. They don’t socialize and do things by
themselves
(B) Active shoppers and engage in outdoor activities. They are
(C) Experimental and keep changing stores and products. They do not
go for low price and buy products that interest them most
(D) Enjoy shopping, and like to find out about various products. They
are knowledgeable and balance price with quality, fashion,
attributes, etc.
75 A customer normally looks for which of the following services in non-store D
purchasing process?
(A) consistency, which is the capacity to perform the promised
services, reliably and accurately
(B) reaction/response – to an inquiry, complaint or a call
(C) tangibility or the form of physical facilities, equipment, workforce
and other materials
76 A congenial store atmosphere influences a person psychologically, and D
good environment makes the customer stay a longer time in the shop,
which enhances the chances of sales. Which of the following factors
enhances ‘Store atmosphere’?
(A) lighting, floor layout, presentation fixtures, colors, sound
(B) types of racks used and the way the merchandise displayed on
them
(C) Dress & behavior of salesman
77 For Non-store or online marketers which one of the following is NOT the C
right way for enhancing customer satisfaction?

(A) Try to provide surprise benefits

(B) Constantly express the expectations that the customer has around
your product
(C) Treat the customer uniformly
(D) Look for expectations and performance gaps in order to identify
opportunities to delight
78 In Non-store purchasing process, the consumer behaviour factors related B
to consumer needs like time, convenience of shopping online, price, the
environment of shopping place, selection of products etc. are _________
(A) The internal factors
(B) Functional motives
(C) The external factors
(D) Non-functional motives
79 In which of the following cases there is maximum possibility that the C
consumer may purchase a substitute product or brand, delay the purchase,
forego the purchase entirely, purchase the desired brand at another store
or may develop a poor opinion of the store he had been patronizing?
(A) Poor Point of Purchase Displays
(B) Monotonous & improper store layout
(C) Stock out
(D) Inappropriate store atmosphere
80 The extent to which consumers develop repeat purchasing patterns is ____ A
(A) Brand loyalty
(B) Brand parity
(C) Brand image
(D) Brand equity
81 The internal factors of non-store consumer behaviour are ______________ D
(A) Related to the consumer needs and include things like time,
convenience of shopping online, price, the environment of
shopping place, selection of products etc.
(B) The ones beyond the control of the customers. They can divide into
five sectors namely demographic, socio-economic, technology and
public policy; culture; subculture; reference groups; and
marketing
(C) related to the culture or social values like the brand of the store or
product
(D) the personal traits or behaviors which include attitudes, learning,
perception, motivation, self-image
82 ‘A A A A A A’ Which type of repeat purchasing pattern is this, B
where the alphabet refers to a specific brand?
(A) Divided loyalty
(B) Undivided loyalty
(C) No loyalty
(D) Unstable loyalty

83 In Non-store purchasing process, the consumer behaviour factors which C

are beyond the control of the customers namely demographic, socio-
economic, technology and public policy; culture; subculture; reference
groups; and marketing are _________
(A) Internal factors
(B) Non-functional motives
(C) External factors
(D) Functional motives
84 Which of the following repeat purchasing patterns shows ‘divided loyalty’, D
where the alphabets refers to a specific brand?
(A) A A A A A A
(A) A A A B B B
(B) A B C D E F
(C) A B A B A B
85 An unplanned purchase in which a shopper enters the store with the A
expectation & intention of making some purchases on the basis of price
specials, coupons & the likes is ________________
(A) Planned impulse
(B) Reminder impulse
(C) Suggestion impulse
(D) Pure impulse
86 The non-functional motives in non-store consumer behaviour are _______ C
(A) The ones beyond the control of the customers. They can divide into
five sectors namely demographic, socio-economic, technology and
public policy; culture; subculture; reference groups; and
marketing
(B) Related to the consumer needs and include things like time,
convenience of shopping online, price, the environment of
shopping place, selection of products etc.
(C) Related to the culture or social values like the brand of the store or
product
(D) The personal traits or behaviors which include attitudes, learning,
perception, motivation, self-image
87 Which of the following repeat purchasing patterns shows ‘No loyalty’, C
(A) A A A B B B
(B) A B A B A B
(C) A B C D E F
(D) A A A A A A
88 An unplanned purchase in which a shopper sees an item & is reminded B
that the stock at home needs replenishing, or recalls an advertisement or
other information about the item & a previous decision to purchase is____
(A) Pure impulse
(B) Reminder impulse

(C) Suggestion impulse

(D) Planned impulse
89 Pure impulse purchasing is ______________________ D
(A) The one in which a shopper having no previous knowledge of a
product sees the item for the first time & visualizes a need for it
(B) The one in which a shopper enters the store with the expectation &
intention of making some purchases on the basis of price specials,
coupons & the likes
(C) The one in which a shopper sees an item & is reminded that the
stock at home needs replenishing, or recalls an advertisement or
other information about the item & a previous decision to purchase
(D) A novelty or escape purchase which breaks a normal buying pattern
90 ‘A A A B B B’ Which type of repeat purchasing pattern is this, A
(A) Unstable loyalty
(B) Undivided loyalty
(C) No loyalty
(D) Divided loyalty
91 Suggestion impulse purchasing is _____________________ B
(A) The one in which a shopper sees an item & is reminded that the
stock at home needs replenishing, or recalls an advertisement or
other information about the item & a previous decision to purchase
(B) The one in which a shopper having no previous knowledge of a
product sees the item for the first time & visualizes a need for it
(C) A novelty or escape purchase which breaks a normal buying pattern
(D) The one in which a shopper enters the store with the expectation &
intention of making some purchases on the basis of price specials,
coupons & the likes
92 Before purchase the consumer may form certain expectations about_____ D
(A) The costs & efforts to be expended before obtaining the direct
product or service benefits
(B) The nature & performance of the product or service
(C) The social benefits or costs accruing to the consumer as a result of
the purchase on significant others
93 Customer satisfaction or dissatisfaction is _________________ C
(A) A post-purchase evaluation
(B) An emotion
(C) Evaluation of an emotion
94 Consumer satisfaction is influenced by demographic variables, personality B
variables, expectations etc. Which one of the following consumer
categories would be less satisfied or won’t get easily satisfied as compared
to other categories?

(A) Older consumers

(B) Highly educated people
(C) Male consumers
(D) More confident people
95 Which one of the following is NOT the result of satisfaction to the A
consumer from the purchase of a product or service?
(A) Post-purchase dissonance
(B) positive word-of-mouth
(C) higher purchase intentions
(D) brand loyalty
96 In case of consumer dissatisfaction consumer seek to understand why D
products fail and seek to know three features about the causes of a
problem. Which one of the following is NOT one of those three features?
(A) Stability (is it temporary or permanent?)
(B) Controllability (is the problem within or outside the control of
someone?)
(C) Locus (is the problem with the consumer or the company?)
(D) Intensity (How serious is the problem?)
97 Which one of the following is NOT the likely behaviour of the consumer B
dissatisfied with the purchase of a product or service?
(A) lower or non-existent purchase intentions
(B) favourable post-purchase attitudes
(C) brand switching
(D) negative word-of-mouth
98 Consumer satisfaction is influenced by demographic variables, personality C
variables, expectations etc. Which one of the following consumer
categories would be less satisfied or won’t get easily satisfied as compared
to other categories?
(A) Competent, expert & intelligent people
(B) Happy & contended people
(C) Women
(D) Optimists
99 Which one of the following is an incomplete expression about ‘Customer A
Delight’?
(A) It happens when you meet customers' expectations
(B) Customer delight is the process of exceeding a customer's
expectations to create a positive customer experience with your
product or brand
(C) Customer delight is the process of surpassing customers'
expectations to build a long term, positive experience around your
product or service and brand
(D) It happens when you add value to your product or brand to
improve loyalty
100 Which one of the following statement about ‘Consumer Complaint D

Behaviour’ is NOT correct?

(A) The severity of the dissatisfaction or problems is positively related
to complaint behaviour
(B) Complaining is more likely when there is a more positive perception
of retailer responsiveness to customer complaints
(C) Complainers tend to be members of more upscale socioeconomic
groups than non-complainers
(D) Complainers tend to be members of middle or lower
socioeconomic groups than non-complainers
101 Negative word-of-mouth communication after consumer dissatisfaction A
shows which type of consumer complaint?
(A) Private responses
(B) Voice responses
(C) Third party responses
102 Seeking redressal from seller after consumer dissatisfaction shows which C
type of consumer complaint?
(A) Third party responses
(B) Private responses
(C) Voice responses
103 Taking legal actions after consumer dissatisfaction shows which type of B
consumer complaint?
(A) Voice responses
(B) Third party responses
(C) Private responses
104 The type of dissatisfied consumers who are younger, less alienated from B
the marketplace & have less positive attitude towards complaining due to
its social benefits
(A) Activists
(B) Passives
(C) Voicers
(D) Irate
105 Voicers are the type of dissatisfied consumers who are________________ D
(A) Older, more alienated from the marketplace & have positive
attitude toward complaining due to its social benefits
(B) younger, less alienated from the marketplace & have less positive
attitude towards complaining due to its social benefits
(C) Older, more alienated from the marketplace & have very positive
(D) Older, less alienated from the marketplace & have positive attitude
toward complaining due to its social benefits
106 The type of dissatisfied consumers who are older, more alienated from the A

marketplace & have positive attitude towards complaining due to its social
benefits
(A) Irate
(B) Activist
(C) Voicers
(D) Passives
107 Activists are the type of dissatisfied consumers who are________________ C
(A) Older, more alienated from the marketplace & have positive
(B) younger, less alienated from the marketplace & have less positive
attitude towards complaining due to its social benefits
(C) Older, more alienated from the marketplace & have very positive
(D) Older, less alienated from the marketplace & have positive attitude
toward complaining due to its social benefits
108 Cognitive dissonance occurs as a result of discrepancy between a A
consumer’s _______________ and the consumer’s __________ evaluation
(A) decision; prior
(B) decision; post-purchase
(C) behaviour; product
(D) behaviour; post-purchase
109 Which one of the following conditions won’t lead to post-purchase C
dissonance?
(A) The purchase action is irrevocable
(B) There are several desirable alternatives
(C) Selected alternatives have desirable features
(D) Once a minimum threshold of dissonance tolerance is passed
110 When Rahul was planning to buy a good quality DSLR camera to satiate his D
passion for photography, he was doing extensive pre-purchase search &
evaluation. He was juggling with the three alternatives ‘Canon’, ‘Nikon’, &
‘Pentax.’ Finally after a lot of confusion, thinking & deliberations he went
on to purchase ‘Nikon’. Later on he found out that ‘Canon’ was actually
having all the attributes he expected. Now Rahul is feeling a post-purchase
dissonance & the condition which led to this is, _____________________
(A) The action was irrevocable
(B) There were several desirable alternatives
(C) Available alternatives were quite dissimilar in their qualities
(D) Unselected alternative had desirable features
111 What do consumer do to reduce his/her post-purchase dissonance? D
(A) Change his attitudes
(B) Seek new information to support his choice
(C) Change his evaluation of the alternative
112 Which one of the following conditions won’t lead to post-purchase B

dissonance?
(A) The buyer is committed to his decision because it has psychological
significance
(B) Available alternatives are quite similar in their qualities
(C) There is no pressure applied to the consumer to make the decision
(D) There are several desirable alternatives
113 A two-wheeler company TVS, while launching a new bike model offered a A
‘trial ride’ & heavy discounts for first few buyers among target customers.
Nitesh, who initially had an unfavourable point of view towards the
company still purchased it because of the offer & benefits. So Nitesh
reevaluated the product and adopted a positive viewpoint towards it. This
is an example of which of the following ways of reducing post-purchase
dissonance?
(A) Changing Attitudes
(B) Seeking new information
(C) Changing Product Evaluation
114 Priya purchased a top load model of washing machine rather than a front B
load model, and now she tends to seek additional knowledge about the
benefits of top load washing machine model & avoid any exposure to
advertisements & promotions endorsing the benefits & features of front
load washing machine model so as to confirm the wisdom of her product
choice & support her decision. Which way of post-purchase dissonance
reduction is this?
(A) Changing Product Evaluation
(C) Changing Attitudes
115 Rahul was confused between ‘Maruti Suzuki Swift’ & ‘Honda Amaze’ and C
finally bought the later model. Now, to reduce post-purchase dissonance
he tried to forget positive features of ‘Swift’ & negative features of ‘Amaze’
while remembering negative attributes of ‘Swift’ along with favourable
features of ‘Amaze’. What method of post-purchase dissonance reduction
is this?
(A) Changing Attitudes
(C) Changing Product Evaluation
116 Which of the following strategies are used by the companies to avoid or D
reduce consumers’ post-purchase dissonance?
(A) Reinforcing Buyers
(B) Confirming Expectations
(C) Inducing Attitude Change

117 Distribution of free samples by ‘Chik shampoo’ in newspaper or promo A

code or discount coupons by ‘Cheesiano Pizza’ to attract the consumers of
‘Domino’s Pizza’, is one of the following strategies used by the companies
to avoid or reduce consumers’ post-purchase dissonance
(A) Inducing Attitude Change
(B) Reinforcing Buyers
(C) Confirming Expectations
118 Britannia Multi-grain & nutritional biscuits makes realistic claims about the B
taste of biscuits. This is an example of which of the following strategies
used by the companies to avoid or reduce consumers’ post-purchase
dissonance?
(A) Reinforcing Buyers
(B) Confirming Expectations
(C) Inducing Attitude Change
119 Considering that the consumers may engage in post-purchase information C
seeking to reduce dissonance, some companies undertake promotion
aimed at new buyers. Companies like Apple, Sony while promoting their
new innovations or new product launches, always stresses more on the
futuristic technological features. Which one of the following strategies is
this to avoid or reduce consumers’ post-purchase dissonance?
(A) Confirming Expectations
(B) Inducing Attitude Change
(C) Reinforcing Buyers
120 Which one of the following is NOT one of the four major components or D
fields according to Nicosia Model of Consumer decision making?
(A) Act of purchase
(B) Consumer feedback
(C) Consumer attributes or predispositions
(D) Environmental factors
121 Which one of the following is one of the limitation of the Nicosia Model of D
Consumer decision making?
(A) the assumption about the consumer being involved in the decision
process with no predispositions about the various brands or firm is
restricting
(B) firm’s attributes & consumer attributes mentioned in the model
seem to be overlapping
(C) the flow is not complete & doesn’t mention the various factors
internal to the consumer
122 Which one of the following is NOT one of the three levels referred in A
Howard Sheth model of consumer decision making?

(A) Evolving problem solving

(B) Routinized response behaviour
123 Howard Sheth model has borrowed the ____________ concepts to explain B
brand choice behaviour when learning takes place as the buyer moves
from extensive problem solving to routinized problem solving behaviour
(A) Decision theory
(B) Learning theory
(C) Behaviour theory
(D) Consumer theory
124 Which one of the following is NOT one of the four components involved in C
the Howard Sheth model of decision making?
(A) Output variables
(B) Hypothetical constructs
(C) Endogenous variables
(D) Input variables
125 Which one of the following is NOT one of the ‘input variables’ in Howard A
Sheth model of decision making?
(A) External stimuli
(B) Social stimuli
(C) Significative stimuli
(D) Symbolic stimuli
126 Which one of the following is NOT one of the ‘output variables’ in Howard D
(A) Attention
(B) Attitude
(C) Intention
(D) Perception
127 Which one of the following is NOT one of the ‘output variables’ in Howard C
(A) Purchase behaviour
(B) Comprehension
(C) Motivation
(D) Attitude
128 The actual elements of brands which the buyer confronts are ___________ B
According to the Howard Sheth model of decision making
(A) External stimuli
(B) Significative stimuli
(C) Social stimuli
(D) Symbolic stimuli
129 According to Howard Sheth model of decision making the ‘hypothetical A
constructs’ are categorized into two groups namely ‘perceptual
constructs’, which deal with _____________ and ‘learning constructs’,

which are related to the buyer’s _____________________

(A) Information processing; formation of concepts
(B) Search & information; concepts
(C) Information; learning
(D) Consumer perception; attitude
130 One of the ‘learning constructs’ in Howard Sheth model of decision B
making is ‘Brand potential of evoked set’, which _____________________
(A) Is based on the motives. The buyer will have certain mental rules
for matching & ranking the purchase alternatives
(B) refers to the buyer’s perception on the ability of brands in his or
her evoked set (brands which are been actively considered) to
satisfy his or her goals
(C) means a preference towards brands in the evoked set which
expresses an attitude towards them
131 Which one of the following ‘learning constructs’ in Howard Sheth model of D
decision making, means ‘a preference towards brands in the evoked set
which expresses an attitude towards them’?
(A) Decision mediators
(B) Motives
(C) Brand potential of the evoked set
(D) Predisposition
132 ________________ are the ‘learning constructs’ in Howard Sheth model of C
decision making, which are based on the motives & according to which the
buyer will have certain mental rules for matching & ranking the purchase
alternatives
(A) Brand potential of the evoked set
(B) Inhibitors
(C) Decision mediators
(D) Predisposition
133 Which one of the following is NOT one of the distinctive sections of Engel, D
Blackwell & Miniard Model of Decision making?
(A) Information processing
(B) Variables influencing decision process
(C) Input
(D) Output
134 Any selective attention or exposure mechanisms which may occur in post- B
purchase dissonance would operate at this stage of Engel, Blackwell &
Miniard Model of Decision making?
(A) Information Input
(B) Information processing
(C) Decision process

UNIT-V ORGANIZATIONA76L BUYING BEHAVIOUR
Sr. Question Marks

No.
1 Organizations buy products & services to satisfy which of the following D
goals?
(A) Providing a service
(B) Reselling an item
(C) Producing a good
2 What is the role of ‘Gate keepers’ in the organizational buying process? A
(A) Controlling the flow of information to others
(B) Selection of the supplier & workout the contract of agreement
(C) Providing information in evaluating alternatives
(D) Selection or approval of the final supplier
3 Which one of the following is NOT an ‘internal stimuli’ for problem B
recognition in organizational buying process
(A) Company decides to launch a new product or service
(B) A sales representative offers a best deal to the organizational
buying decision maker
(C) Breakdown of a machinery
(D) Material purchased from vendor proves to be unsatisfactory
4 A ‘planned purchase order’ is _____________________________________ C
(A) The one in which the purchaser will, at a minimum, specify what
products are being ordered, the quantity, the agreed price and
delivery & payment terms
(B) The one in which the vendor agrees to supply the material as &
when required by the buyer on certain price terms over a specified
period of time
(C) A long-term agreement committing to buy items or services from a
single source
(D) A legal agreement between both sides
5 What would be the best strategy for an industrial marketer to add ‘value’ D
to their buyer?
(A) Understand your customers & their needs
(B) To provide the value added services to your customers
(C) To be proactive and continuously enhance your after-sales services
(D) customizing by knowing not only your own customers but also your
customer’s customer
6 Organizational buyers are clustered together like Auto clusters in B
Maharshtra & Gujrat, IT hubs in Bangalore & Hyderabad, Food parks in
Karnataka & Uttarakhand, Textile parks in Tamilnadu etc. whereas final
consumers are widely dispersed. This is how organizational buyers differs
from final consumers by ________________

(A) Market size

(B) Geographical concentration
(C) Market structure
(D) Vertical & horizontal markets
7 A ‘blanket purchase order’ or ‘blanket contract is ___________________ A
(A) The one in which the vendor agrees to supply the material as &
period of time
(B) A long-term agreement committing to buy items or services from a
single source
(C) A legal agreement between both sides
(D) The one in which the purchaser will, at a minimum, specify what
8 In organizational buying process the ‘influencers’ are__________________ D
(A) persons who are formally or informally given power in the selection
or approval of the final supplier
(B) persons who control the flow of information to others
(C) persons formally authorized to select the supplier & workout the
contract of agreement
(D) most often technical person involved in defining specifications &
also in providing information in evaluating alternatives
9 Which one of the following is NOT an ‘internal stimuli’ for problem C
(A) Purchase department head notices an opportunity to obtain better
prices or quality materials
(B) Material purchased from vendor proves to be unsatisfactory
(C) Industrial buyer or a decision maker gets information or new ideas
from a technical magazine
(D) Company decides to launch a new product or service
10 What should the industrial marketers do to enhance the post-purchase B
evaluation of their products or services done by the industrial buyers?
(A) Try to influence the way industrial buyers evaluate their
products/services
(B) trying to build relationship with the buyers by adding value to the
transaction
(C) Try to identify the failures & weaknesses in competitors’ products
& build competitive advantages in their products & services
11 Industrial buyer never wants to place a new order each time the stock is A
required as it is a costly affair; neither does he want to stock extra material
to avoid or reduce inventory carrying cost. To avoid this problem buyer
often goes for __________________
(A) Blanket purchase order

(B) Contract purchase order

(C) Standard purchase order
(D) Planned purchase order
12 Purchase decisions of organizational buyers are rational and NOT B
influenced by __________________
(A) quality specifications & consistency
(B) individual factors
(C) prompt delivery assurance
(D) price
13 In need description stage of organizational buying process, the industrial D
buyer has to _____________________
(i) identify the characteristic features of the required products or
services
(ii) determine the quantity of the product required
(B) Only (ii) is true
(C) Neither (i) nor (ii) is true
(D) Both (i) & (ii) are true
14 A ‘contract purchase order’ is ____________________________________ C
(A) A long-term agreement committing to buy items or services from a
single source
(B) The one in which the purchaser will, at a minimum, specify what
(C) A legal agreement between both sides
(D) The one in which the vendor agrees to supply the material as &
period of time
15 Which one of the following is NOT a ‘External stimuli’ for problem A
(A) Purchase department head notices an opportunity to obtain better
prices or quality materials
(B) Industrial buyer or a decision maker gets information or new ideas
from a technical magazine
(C) A sales representative offers a best deal to the organizational
buying decision maker
(D) Industrial buyer or a decision maker gets information or new ideas
after visiting an Exhibition or a Trade show
16 A ‘standard purchase order’ is ____________________________________ B
(A) A legal agreement between both sides
(B) The one in which the purchaser will, at a minimum, specify what
(C) A long-term agreement committing to buy items or services from a

single source
(D) The one in which the vendor agrees to supply the material as &
period of time
buyer is motivated by which of the following budgetary consideration?
(A) Expense Quotas
(B) Cost Benefit Analysis
(C) Profit goals
18 In organizational buying, the downturn in the target industry may hit A
vertical marketers extremely hard because
(A) The product or service would be sold to virtually all organizations
in perhaps one or two industries
(B) The markets are very broad
(C) The product or service is sold to a wide spectrum of industries
(D) The products or services are used by many industries
19 The lifestyle stage of the participant in the organizational buying decision B
process is one of the ______________________ influencing organizational
buyer behaviour
(A) Interpersonal factor
(B) Individual factor
(C) Organizational factor
(D) Environmental factor
20 If the housing industry slumps, the Air Conditioner companies like C
Symphony, Haier, Carrier etc. face reduced demand. This an example of
which of the demand characteristics in the organizational buying?
(A) Inelastic demand
(B) Elastic demand
(C) Derived demand
(D) Fluctuating demand
21 Management of company’s cost related to purchasing, inventory control & A
production schedule is taken care in this ‘purchasing system’ followed by
organization
(A) Purchasing departments
(B) Long term contracts
(C) Centralized purchasing
(D) Purchasing performance evaluation
buyer has to define
(A) Consistent supply in the required standard of quality
(B) Supplier’s capability to deliver material
(C) Product quality

23 Purchase decisions of organizational buyers are rational and NOT D

influenced by __________________
(A) credit terms
(B) warranty
(C) service
(D) Individual factors
24 Which one of the following is NOT the ‘purchasing system’ generally C
followed by the organizations?
(A) Purchasing departments
(B) Purchasing performance evaluation
(C) Short term contracts
(D) Centralized purchasing
25 In organizational buying the purchase order includes ___________ D
(A) Technical Specifications
(B) Expected time of delivery
(C) Terms on goods returned
26 Total industry demand for industrial goods is relatively unaffected by B
changes in price in the short run, compared to the price influence on
demand in consumer markets indicates that the demand in the industrial
market is_____________
(A) Derived demand
(B) Inelastic demand
(C) Fluctuating demand
(D) Elastic demand
27 The best strategy for an industrial marketer to deal with the competitive C
development in the market is _______________________
(A) To keep a close watch on the competitors’ strategies
(B) To work for having an upper edge or competitive advantage over
the competitors
(C) To identify the problems in the market & convert those into
opportunities
(D) To design & develop counter-strategies to those of the
competitors’ strategies
28 Industrial marketer should be interested in getting to know the answer to D
which of the following questions?
(A) What are the company policies & constraints on the buyers?
(B) How many people are involved in buying decisions & who are they?
(C) What is the criteria for product or service evaluation?
29 Which one of the following is NOT the reason for ‘lengthy negotiations’ A
involved in the organizational purchase decision process?
(A) Availability of buffer stock
(B) Product Complexity & specifications

(C) Involvement of Large No. of People

(D) Importance of Purchase Price
buyer has to work out the evaluated price on the basis of the amount of
scrap resulting from the use of material to help minimize the cost. In this
context which one of the following would be least needed or not needed
to be calculated?
(A) Cost of processing the material
(B) Work required to be done by the machine to process the material
(C) power consumed to process the material
(D) man hours required to process the material
31 Which strategy does organizational buyers adopt to ensure Steady Supply & C
obtain attractive terms & effective service?
(A) Buying an item from a single source
(B) Trust & rely on certain suppliers who would be able to fulfill
company’s requirement at any given time
(C) Not allowing a vendor to supply more than a certain percentage of
company’s requirement & source the same product from two or
more suppliers
(D) Identifying different suppliers for different requirements & get the
requirements fulfilled from the respective suppliers
32 In case of economic uncertainty, the industrial buyers would ___________ A
(i) prefer to reduce their inventories
(ii) won’t invest in new plants & equipments
(A) Both (i) & (ii) are true
(D) Both (i) & (ii) are false
33 In organizational buying, the downturn in the target industry doesn’t D
radically affect the horizontal marketers because
(A) The product or service would be sold to virtually all organizations
in perhaps one or two industries
(B) The markets are very narrow
(C) The products or services are used by very few industries
(D) The markets are very broad & the product or service is sold to a
wide spectrum of industries
34 Industrial buyers are willing to buy more and hold large inventories of ____ C
(A) Costly items
(B) Heavy & bulky equipments & material
(C) Scarce material
(D) Material available at reduced price
35 As the organizational buying happens on large scale and/or for costly B
items, the purchases are infrequent. This statement applies to which of the
following case?

(i) heavy equipments & machinery would be infrequently

purchased
(ii) smaller & relatively inexpensive items like Office supplies are
bought on a contract basis & on quarterly or half-yearly basis
(B) Both (i) & (ii) are true
(D) Bothe (i) & (ii) are false
36 While doing ‘Value analysis’ at product specification stage of organizational D
buying process, which one of the following step is NOT needed?
(A) Identification of unnecessary cost elements
(B) Review of product specifications in relation to requirements
(C) Elimination of unnecessary cost elements
(D) Modification of product specifications in relation to requirements
37 Industrial buyers are greatly & majorly influenced by the level of ________ A
(A) primary demand
(B) Secondary Demand
(C) Tertiary Demand
38 In vendor selection stage of organizational buying process, which one is B
the most desired supplier attribute drawn up by the buying center?
(A) Technical support services
(B) Supplier reputation in the market
(C) Extension of credit
39 The organizational buyer is different from final consumers with certain C
buyer characteristics like group involvement, technical knowledge and
_____________________
(A) Personal motivation
(B) Emotional motivation
(C) Rational motivation
(D) Organizational motivation
40 Which of the following is NOT an environmental factor influencing C
organizational buyer behaviour?
(A) Level of demand
(B) Economic outlook
(C) Organizational structure
(D) Value of money
41 In case of defense deals of purchasing supersonic fighter planes or an D
International passenger Airline purchasing Boeings where the order is also
large the delivery time span is longer because
(A) The order is too large to produce
(B) The products are too complex & costly
(C) It involves lengthy negotiations


42 Which of the following is NOT an individual factor influencing D
(A) Job Position
(B) Attitude towards risk
(C) Income
(D) Status
43 If a tire company makes a price rise by Rs. 250 per unit for its industrial C
buyers, that is an automobile company which in turn increases the car
price by Rs. 1250 due to rise in production cost. But this doesn’t have a
perceptible effect on a final consumer that is a car buyer. This is an
example of which type of demand characteristic of organizational buying?
(A) Fluctuating demand
(B) Elastic demand
(C) Inelastic demand
(D) Derived demand
44 Which of the following is NOT an environmental factor influencing B
(A) Supply conditions
(B) Organizational policies & procedures
(C) Technology improvement
(D) Political Environment
45 In organizational buying when two organizations agree to purchase from C
each other where products are homogenous with little price sensitivity,
like an Auto company may buy steel from a steel company which buys
trucks from the Auto company. This type of buying pattern is called as
(A) Barter
(B) Exchange
(C) Reciprocity
(D) Buy & Sell
46 Which of the following is NOT an interpersonal factor influencing A
(A) Age
(B) Authority
(C) Status
(D) Empathy
47 When the economy is growing, the organizational buyers build large B
inventories of raw materials & component parts; whereas When the
economy slows down or reverses, manufacturers, wholesalers & retailers
may use up existing inventories & postpone purchases of supplies,
equipments & so forth. This is a result of _____________________
(A) Elastic demand
(B) Fluctuating demand
(C) Derived demand

(D) Inelastic demand

48 Which of the following is NOT an interpersonal factor influencing D
(A) Authority
(B) Persuasiveness
(C) Personality
(D) Educational Qualification
49 Which of the following is NOT an environmental factor influencing A
(A) Organizational objectives
(B) Value of money
(C) Competition level changes
(D) Supply conditions
50 Organizational buyers, more so than final consumers, require best & D
prompt service because
(A) It is more important for industrial buyers than the final consumers
(B) Industrial buyers purchase in bulk & pay more amount as compared
to final consumers
(C) Organizational buying involves more deliberations, more
manpower for decision making & lengthy negotiations as compared
to final consumers
(D) it has a direct bearing on their costs, sales & profits
51 In organizational buying process, the one who help in working out product C
specification & play a major role in selecting vendors & negotiating terms is
known as a/an ____________________
(A) Influencer
(B) Decider
(C) Buyer
(D) Gate keeper

206MKT CB MCQ

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DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

MCQs: [206MKT] – [Consumer Behavior]

UNIT-I: Introduction to Consumer Behaviour

Prof. Sameer Patil www.dimr.edu.in

(B) Impersonal and unresponsive marketing institutions

UNIT-II: Individual Determinants of Consumer Behaviour

Sr. No. Question Answer

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

(B) Selective attention

(A) Principle of proximity

Prof. Sameer Patil www.dimr.edu.in

(C) Principle of similarity

(A) Principle of closure

Prof. Sameer Patil www.dimr.edu.in

(A) First impression

Prof. Sameer Patil www.dimr.edu.in

27 The perception of risk varies from person to person, depending on the D

Prof. Sameer Patil www.dimr.edu.in

physical form or may be in the terms of complex phenomena such as attitude,

Prof. Sameer Patil www.dimr.edu.in

41 According to this consumer learning theory, consumers learn through a B

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

(D) Competitive promotional activity

Prof. Sameer Patil www.dimr.edu.in

70 According to this attitude function, ‘Attitudes are found to reach a particular D

Prof. Sameer Patil www.dimr.edu.in

(A) New needs emerge as old needs are satisfied

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

satisfy those needs, leads to___________

Prof. Sameer Patil www.dimr.edu.in

satisfy which needs?

Prof. Sameer Patil www.dimr.edu.in

(C) The price of the product

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

(B) Sensory memory

UNIT-III: Environmental Influences on Consumer Behaviour

Prof. Sameer Patil www.dimr.edu.in

7 Which problem is encountered by the marketer in cross-cultural marketing? D

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highlights which of the following characteristic of culture?

Prof. Sameer Patil www.dimr.edu.in

Prof. Sameer Patil www.dimr.edu.in

(B) What is popular

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(C) Reference group

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(B) Radio & television

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This is an example of __________________________

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(B) Cultural values

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Prof. Sameer Patil www.dimr.edu.in

(B) Late majority

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diffusion of innovation are __________________

UNIT-IV: Consumer Decision Making Process