12. If actual performance exceeds the expected performance of the product. Then customer is A. Satisfied B. Dissatisfied C. Delighted D. Neutral 13. Bread and milk are which kind of products ? A. Specialty Products B. Convenience products C. Shopping products D. Unsought products 14. Parents buy toys for their children act as in the buying process A. Decider B. Buyer C. Maintainer D. All of the above 15. Adding new features to a product is advocated by which of the approaches? A. Product Approach B. Production Approach C. Marketing Approach D. Selling Approach 16. What is the last stage of the consumer decision process? B. post purchase behavior C. alternative evaluation D. purchase 17 markets are made up of members of the distribution chain. A Consumer B. Business-to-business (industrial) C. Channel D. Institutional 18. markets include a wide variety of profit and nonprofit organizations, such as hospitals, government agencies, and schools, which provide goods and services for the benefit of society. A. Consumer B. Business-to-business (Industrial) C. Reseller D. Institutional