Question 1 Word of mouth: O involves loyalty programs. O has a powerful influence on purchasing decisions. O refers to the degree to which a customer habitually buys a product. O refers to the degree to which a customer likes a brand. O solicits personal information. Question 2 The amount of word of mouth taking place in the marketplace is known as __ O brand community O social networking buzz O attitudinal loyalty O brand equity Question 3 Influencer marketing is implemented with the intent to: O target an undifferentiated market. O increase brand equity. O increase social network use. O target lead users who will then influence others to utilize the product. O target brand loyal customers who continue with a brand to avoid taking risks. Question 4 -_ loyalty refers to the degree to which a customer habitually purchases a product, while __ loyalty refers to the degree to which a customer prefers or likes a brand. O Behavioral; attitudinal O Customer; viral O Attitudinal; behavioral O Viral; custome O Behavioral; customer Question 5 Sam purchases coffee from the same vendor every morning. This is an example of a(n) _ O spontaneous purchase O habitual purchase O high-involvement purchase O viral purchase O impulse purchase Question 6 -_ reward(s) a person for frequent purchases. O Longevity O Loyalty programs O Attitudinal loyalty O Advertising O Behavioral loyalty Question 7 is the feeling that results when an offering meets a consumer's expectations. O Customer satisfaction O Buyer's remorse O Brand equity O Brand awareness Customer loyalty Question 8 Customers are more likely to tell their friends about e experiences with companies than positive ones because: O people are not interested in hearing about successful products. O there is more drama involved in unmet expectations. O customers do not like to brag about good experiences. O good companies have their own advertising initiatives. O buyer's remorse is a positive experience. Question 9 When setting expectations, firms should: O set high expectations. O set a high goal O underpromise and overdeliver. O set low expectations. O avoid satisfaction issues. Question 10 One of the most important things to do when handling a customer complaint is to _ O have a manager deal with the issue O offer a refund O share the message on social media take the issue seriously