Module 1

1) Culture is a major and influential factor in determining one's_____________.

- Needs and desires

2) What are the external influences on purchasing decisions?

- Religious, political, family, friends, co-workers, clubs and associations

3) _______________is the study of groups of individuals.

- Sociology

4) Consumer behaviour is the focus of _____________________.

- Marketer

5) _________________ refers to a company's capacity to convert one-time customers into

recurring customers and keep them from switching to a competitor.
- Customer retention

6) __________ determines whether a brand succeeds or fails. Customer happiness must be at the
forefront of your customer strategy in today's competitive world of a plethora of companies.
- Customer satisfaction

7) __________________ is the study of the impact of society on individuals, such as cultural and
cross-cultural issues in purchasing behaviour, national and regional cultures and so on.
- Culture

8) Consumer behaviour refers to ______________ and what they think when they buy a product
that meets their needs.
- Study of customers

9) Consumer behaviour refers to the study of _________________

- People’s buying habits

10) _______________ is legal in the eyes of the law and is based on everyone's best interests and
promotes societal welfare.
- Ethical consumer behaviour

11) When a buyer acknowledges a _____, the purchase procedure begins.

- Need or Problem

12) The customer or consumer is __________when actual performance exceeds the expected
performance of the product.
- Delighted
13) It is known as_____________________ when goods and services are purchased for use in the
production or assembly of items that are sold and supplied to others.
- Business Buyer Behaviour

14) The consumer is ______________ if the performance matches their expectations.

- Satisfied

15) The term "culture" refers to a group of people who live in a group where the norms are strongly
ingrained in their members.
- A high-context culture

16) Which of the following is the most accurate representation of a subculture?

- A religion

17) In terms of consumer behaviour, culture, social class, and reference group influences have been
related to purchase and _______________.
- Consumption decisions

Module 2

1.) ___________ is when we are not entirely happy with our purchase after buying it, and we are
motivated to re-evaluate our beliefs and opinions about the purchase.
- Cognitive dissonance

2.) Which of the following is not one of the three types of influencers discovered by marketing
agency Razorfish at various stages of the proposition acquisition process?
- Reference influencers

3.) The desire for ______________ is the level of Maslow's requirements hierarchy that a person is
in when they are striving to satisfy their most fundamental wants.
- Physiological needs

4.) Which of the following mental states can be regarded as affective?

- Attitudes

5.) A consumer can engage in a variety of ways to alleviate cognitive dissonance after making a
purchase. These are some of them:
- All of these
6.) The process of separating meaningful information from irrelevant data is called as
_____________.
- Selective exposure

7.) _______________are the organisations that a person tends to utilise as an anchor point for
judging his or her own views and attitudes.
- Reference groups

8.) Which of the following processes is not essential to understanding how customers think about
and learn about products and brands?
- Personality

9.) Which of the following is not a step in the process of acquiring a consumer proposition?
- Perception

10.)The element of our psychology that dictates how we respond to our environment in a
somewhat consistent manner throughout time is known as ___________ .
- Personality

11.)___________ is when we are not completely satisfied with a purchase after making it, we are
motivated to reconsider our thoughts and opinions about the purchase.
- Cognitive dissonance

12.)In terms of purchasing habits, one's friends and relatives could be classified as:
- Reference group influence

13.)Which of the following processes is not essential for understanding how customers think and
learn about products and brands?
- Personality

14.)Which of the following mental states can be regarded as affective?

- Attitudes

15.)The qualities of ________________ are relative advantage, compatibility, intricacy, divisibility,

and communicability.
- Influence of product on rate of adoption

16.)What factors influence a buyer's satisfaction or dissatisfaction with a purchase? The link
between the consumer's expectations and the product's_____________ holds the answer.
- Perceived performance

17.)When a customer buys a product, the marketer's job isn't done. The consumer will be satisfied
or dissatisfied after acquiring the product and will engage in ____________.
- Post-purchase behaviour
 Module 3 (20 Marks)

1) Buyers have no .............................. to products/brands and their marketing programmes.

- Pavlovian response

2) One of the most influential elements determining how and why consumers buy goods and
services is their......................
- Social position

3) Marketers can use ………………. characteristics to "find" their target market.

- Demographic

4) In the study of consumer behaviour, three personality theories that are well-known are:
- Psychoanalytic theory, Neo-Freudian Theory and Trait Theory

5) .............................. is defined as a state of mind that encourages consumers to notice

product/service offerings, consumption patterns, and consumption behaviour.
- Consumer involvement

6) The distribution of openness to experience results throughout the trial. _________________

means that more folks have many at that level.
- Higher bars

7) In all settings and for all products, there is no one model of consumer involvement, yet there are
key elements in all cases. These are ..............................
- Input, process, output

8) ____________ is a significant shift from the qualitative (subjective) way of assessing personality.
- Trait theory

9) Personality can be defined as the ................................ that both recognise and reflect how a
person responds to his or her surroundings.
- Psychological attributes

10) Personality traits have an impact on ......................... features, feelings, and behaviour.
- People’s patterns of thoughts

11) Which of the following transactions is a transaction in which the organisation makes an initial
purchase of an item to be utilised to fulfil a new job?
- Purchase of a new task
 12) When a company practises ____________________, it is effectively training and inspiring its
client-facing employees as well as all supporting service personnel to work together to provide
customer pleasure.
- Internal marketing

13) One of the most important jobs of marketers is to ___________ and to persuade customers that
the product is worthwhile.
- promote sales of products

14) ____________ marketplaces encompass a wide range of business and non-profit organisations
that provide goods and services for the benefit of society, such as hospitals, government
institutions, and schools.
- Institutional

15) A supervisor wants to boost the productivity of a group of clerical workers. According to
Herzberg's view, ____ would be a good incentive.
- Remodelling their offices to make them more pleasant and comfortable

16) A plant manager in a small manufacturer wants to boost employee morale. The plant's working
conditions are safe, clean, and pleasant, according to the management, and the company's
recent staff expansion has given employees confidence in their positions. Which of the following
activities should the management do to ensure that Maslow's hierarchy's "belongingness"
demands are met?
- Publicly praise those workers who have been most productive

17) To start motivating an unmotivated employee, a manager asks her how satisfied she is with her
job's ability to give safety, social contact, self-respect, and prospects for advancement. What
motivational principle is this manager most likely attempting to implement in his or her work
with the associate?
- Maslow’s need hierarchy

Module 4

1) Companies can benefit from ___________ research by learning about consumer habits and the
external and internal factors that influence their purchase decisions.
- Consumer behaviour

2) A consumer or user of a product or service is known as a _____________.

- User

3) __________ motives refer to a person's decision to pursue a goal based on personal or imagined
factors.
 - Emotional

4) ________ is a reason for acting in a given way in a specific scenario, whether deliberately or
unknowingly.
- Motivation

5) A/An _______ is a person whose opinion or advice has an impact on a decision.

- Influencer

6) __________ is a person who decides on any aspect of a purchasing choice, such as whether to
buy, what to buy, how to buy, or where to buy.
- Decider

7) A business organisation's specific endeavour to expand its products apart from competitors and
to generate a pleasant attitude toward customers with its products is known as ___________.
- Product placement

8) The individual who makes the actual purchase is referred to as ____________.

- Buyer

9) The proclivity to respond positively or negatively to a specific concept, item, person, or situation
is known as___________.
- Attitude

10) Knowledge and abilities obtained via teaching and knowledge is referred to as ______________.
- Learning

11) Which type of behaviour is demonstrated by a person while purchasing milk?

-Routinised buying behaviour

12) According to the ________, an organisation's mission is to determine the needs, wants and
interests of target markets and to supply required satisfactions more effectively and efficiently
than competitors while maintaining or improving the consumer's and society's well-being.
- Societal marketing concept

13) By increasing customer share, _______________ and capturing customer lifetime value, holistic
marketers can accomplish profitable growth.
- Building customer loyalty

14) Which stage of the ultimate consumer's choice process involves listing alternatives that will
address the problem at hand and determining the qualities of each?
- Evaluation of alternatives
15) A corporation is selling to the__________ if it creates products and services for the goal of
reselling or renting them to others for a profit, or for use in the creation of more products and
services.
- Consumer market

16) A _____________ is a person's way of life as reflected through their activities, interests, and
perspectives.
- Lifestyle

Module 5

1) _________________are temporary conditions that affect how buyers behave whether they
actually buy your product, buy additional products, or buy nothing at all from you.
- Situational influences

2) Many people believe that when a consumer gives___________, it is the most significant aspect
in sales.
- Money

3) ____________ is the process of making decisions, it entails identifying a decision, acquiring

information, and weighing different options.
- Decision making

4) Recognising the requirement for a ___________ is the first stage in the consumer decision-
making process.
- Service or product

5) Problem detection, information searching, alternative evaluation, decision making, and post-
purchase evaluation are all part of the ______________ process that customers go through
when determining what to buy.
- Consumer Decision Making

6) In the customer decision-making process, there are _______ basic steps. Customers investigate
products before making a purchase using this method.
- Five

7) Before, during, and after the purchase of a good or service, customers use the
_____________process to make decisions about market transactions.
- Buying decision
8) The assumption behind ____________of leadership is that the most successful style of
leadership varies depending on the scenario.
- Situational theories

9) A customer ______________visualises the actions of a perceived customer. Use it to empathise

with your customers as they attempt to complete a purchase.
- Travel map

10) The ____________theory is concerned with how you perceive social media's usage of
information in determining the root causes of occurrences. It investigates what data is gathered
and how it is combined to arrive at a causal conclusion.
- Attribution

11) When a buyer identifies a _____, the purchase procedure begins.

- Need or Problem

12) It is known as _____ when goods and services are purchased for use in the production or
assembly of items that are sold and supplied to others.
- Business Buyer Behaviour

13) Which of the following notions describes a social and management process by which individuals
and organisations achieve what they need and want through value creation?
- Marketing

14) Marketers must make __________ options such as whether to sell through intermediaries or
directly to consumers, how many outlets to sell through, and whether to control or cooperate
with other channel members.
- Distribution

15) In most cases, the consumer's purchasing decision will be to buy the most chosen brand, but
there are two elements that can intervene between purchase intention and purchase decision.
The easiest way to describe these two aspects is as follows:
- The cost and availability of the product

16) The mental process by which an individual progresses from first hearing about an innovation to
final adoption is known as ______________.
- Adoption process

17) The greater the difference between expectations and performance in terms of post-purchase
behaviour:
- The greater likelihood of repurchase.
 Check Your Understanding
1) Consumer behaviour refers to ______________ and what they think when they buy a product
that meets their needs.
Research of customers

2) Consume purchasing habits may result in a ______________

Greater standard of life

3) ____________ is the study of people in groups.

Sociology

4) __________________ is the study of the impact of society on individuals, such as cultural and
cross-cultural issues in purchasing behaviour, national and regional cultures and so on.
Cultural Anthropology

5) Consumer behaviour is the focus of _________________

Economics

6) Consumer behaviour refers to the study of _________________

Peoples buying habits

7) Culture is a major and influential factor in determining one's_____________.

unique needs and desires

8) _________________ is a collection of physical and psychological features that result in a

relatively consistent and long-lasting response to one’s surroundings.
Personality

9) _________________ is a method by which an individual picks, organizes and understands

information inputs to produce a meaningful picture of the world” Bernard and Gary defined it?
Perception

10) __________ determines whether a brand succeeds or fails. Customer happiness must be at the
forefront of your customer strategy in today's competitive world of a plethora of companies.
Customer satisfaction

11) ____________ refers to a company's capacity to convert one-time customers into recurring
customers and keep them from switching to a competitor.
Customer retention

12) _______________ is legal in the eyes of the law and is based on everyone's best interests and
promotes societal welfare.
 Ethical behaviour

13) Which of the following processes is not fundamental in explaining how consumers think and
learn about products and brands?
Personality

14) The process of screening meaningful from non-meaningful information is known as ________
Selective exposure

15) To reduce cognitive dissonance post-purchase a consumer can act in a number of ways. These
include:
All options are correct

16) With respect to consumer behaviour, one’s friends and relatives could be considered a/an:
Reference group influence

17) Which of the following is not part of the consumer proposition acquisition process?
Perception

18) ___________ is when we are not entirely happy with our purchase after buying it and we are
motivated to re-evaluate our beliefs and opinions about the purchase.
Cognitive dissonance

19) Research by marketing agency Razorfish, which of the following is not identified as the three
categories of influencer at different stages of the proposition acquisition process?
Reference influencers

20) Which of the following can be described as an affective mental state?

Attitudes

21) _______________can be defined as the aspect of our psyche that determines the way in which
we respond to our environment in a relatively stable way over time.
Personality

22) _______________are those groups ‘that the individual tends to use as an anchor point for
evaluating his/her own beliefs and attitudes’.
Reference groups

23) According to Maslow’s Hierarchy of Needs theory, the need for fulfilment, for realizing one’s
own potential and for fully using one’s talents and capabilities are examples of __________
needs.
Self-actualisation
24) A person who is in the position of attempting to satisfy their needs at the most basic level is
operating at the level of Maslow’s needs hierarchy called the need for:
Physiological needs

25) Personality can be explained as the ……………………………that both recognize and reflect how a
person answers to his/her environment
psychological attributes

26) Three theories of personality are famous in the study of consumer behaviour …………………………
psychoanalytic theory, Neo-Freudian theory and trait theory.

27) ……………………………is a great departure from the qualitative or (subjective) method to personality
measurement.
Trait theory

28) Personality features impact ……………………features, …………………………., feelings and conduct.

people’s, patterns of thoughts

29) The Distribution of Extraversion Scores throughout trial ……………………. means that more folks
have many at that level.
higher bars

30) The influence of emotions on judgments, evaluations and decisions has its importance to
psychology and …………………………………
Consumer behaviour

31) Consumers don’t have a …………………………to products/brands and their marketing programs.
Pavlovian response

32) ………………………….is termed as a state of mind that motivates consumers to recognize

product/service offerings, their consumption patterns and consumption behaviour.
Consumer involvement

33) There is no single model of consumer involvement in all conditions and all products but in all
cases, there are major elements –…………………………….
Input, process, output

34) ……………………………. suggested that unconscious psychological forces, like secret desires and
motives, form a person’s behaviour, like their purchasing patterns
Freudian motivation theory

35) One of the most important factors influencing how and why people purchase goods and services
is their ………………….
Social position
36) Marketers can use ………………. characteristics to “find” their target market.
Demographic

37) ___________research can assist companies with information on consumer pattern patterns and
external and internal impacts that affect their purchasing decision
Consumer behaviour

38) People create their own ideas and styles based on a number of internal and
external______________.
Influences

39) ________is a reason, knowingly or unknowingly, of behaving in a certain way in a particular

situation.
Motivation

40) __________motives mean the choice of goals based on personal or imaginary factors
Emotional

41) The tendency to respond positively or negatively to a particular idea, object, person or situation
is called____________.
Attitude

42) A special effort made by a business organisation to expand its products separately against
competitors and to create a positive attitude towards customers with its products is
called____________.
Product placement

43) ________is a person whose view or advice influences the decision.

Influencer

44) ____________is a person who decides on any component of a buying decision; whether to buy,
what to buy, how to buy, or where to buy
Decider

45) _______is a person who makes the actual purchase.

Buyer

46) _________is a person who consumes or uses the product or service.

User

47) ___________is a person who first suggests the idea of buying the particular product or service.
Initiator
48) ___________is knowledge and skills acquired through knowledge, learning and teaching. In
other words, learning is a process by which a person’s moral capacity can be altered as a result
of experience.
Learning

49) Many people think that the most important factor in sales is when a customer
gives___________.
Money

50) The first step in the consumer decision-making process is to recognise the need for
a____________
Service or product

51) A customer ______________visualises the actions of a perceived customer. Use it to empathise

with your customers as they process a process or attempt to complete a purchase.
travel map

52) The consumer decision-making process involves _________basic steps. This is the process by
which consumers check to make a purchase decision.
Five

53) ______________is the process of making choices by identifying a decision, gathering

information and assessing alternative resolutions.
Decision making

54) _________________are temporary conditions that affect how buyers behave—whether they
actually buy your product, buy additional products, or buy nothing at all from you.
Situational influences

55) ______________is the characteristic sets of behaviours, cognitions and emotional patterns that
evolve from biological and environmental factors.
Personality

56) ____________of leadership work on the assumption that the most effective style of leadership
changes from situation to situation.
Situational theories

57) The _____________process is the decision-making process used by consumers regarding the
market transactions before, during and after the purchase of a good or service.
Buying decision

58) _______________refers to the process under which consumers go through in deciding what to
purchase, including problem recognition, information searching, evaluation of alternatives,
making the decision and post-purchase evaluation.
 Consumer Decision Making

59) ___________shapes our personal values and predictions.

Culture

60) ____________theory is about how you see social media use information to reach the root
causes of events. It examines what information is collected and how it is put together to form a
causal judgment.
Attribution