Which of the following is NOT correct when considering word of mouth feedback after the purchase of an item? aNegative stories are often exaggerated to make the story sound more dramatic. bCustomers are more likely to tell more people when they are dissatisfied than when they are satisfied. cExperienced marketers are able to control word of mouth, both positive and negative, to achieve campaign objectives. dAs stories get repeated, it is characteristic for negative aspects to be exaggerated from what was the original storyQuestion $2(1$ point$)$If you were to compare marketing today with marketing $25$ years ago, one of the big differences would be athe importance of business$-$to$-$business marketing. bthe focus on relationships cthe change in the consumer buying model. dthe refinement of Maslow's Hierarchy of Needs.Question $3(1$ point$)$Once a customer has identified a need, two questions arisewhat information is required to satisfy the need, and ahow important is the need? bwhere can I get the information? cwhen does the need require satisfying? dwhen does the need require satisfying?Question $4(1$ point$)$What MOST drives the selection of how to satisfy a need? aObjective comparisons of products or services bPerceived value cCost dFriends' recommendationsQuestion $5(1$ point$)$The General Model of Customer Experience breaks the process down into separate steps, each with a thorough explanation. Life isn't always like that. Which of the following is NOT one of the important points needed to fully understand the model? aDifferences in people's perceptions mean no two customer experiences are the same, even for bThe model needs to be altered for e$-$commerce applications. cFor many routine purchases, the steps are internalized and not always apparent. dSome of the steps might be completed out of order.Question $6(1$ point$)$Which step in the General Model of Customer Experience is most closely associated with Maslow's Hierarchy of Needs? aEvaluation of alternatives bInformation search cPost$-$purchase evaluation and behaviour dNeed recognitionQuestion $7(1$ point$)$Which of the following statements is false? aCompany$-$sponsored information is unnecessary when other information sources have already been explored. bCompany$-$sponsored information is less credible than that from personal sources or third parties. cCompany$-$sponsored information is useful when supported by other sources. dCompany$-$sponsored information can be used to influence personal sources.Question $8(1$ point$)$As Brett started planning to relaunch his firm's major product, he knew acustomers see third party sources as being the most reliable. bcustomers would not need much information as the product was being relaunched, not introduced. cpotential customers would trust an assertive and authentic information from the firm. dcustomers would depend most on opinions and attitudes of friends and familyQuestion $9(1$ point$)$Michael went through a very detailed search process to determine and buy the best computer for both his gaming and schoolwork. Instead of being happy with his new computer, he is wondering if he made the right choice, if he examined enough alternatives and whether he should have purchased a different brand. His friends who were majoring in marketing let him vent, but didn't take his concerns seriously as they knew he was suffering from a natural phenomenon known as aanxiety attacks. bcognitive dissonance. cinnate dissatisfaction. dpost purchase depression.Question $10(1$ point$)$Angela travels often for work. Sometimes she will do an extensive search to find a special restaurant, but when in a hurry she will fall back on a couple of favourites she knows she likes without thinking too much about it$.$ These decision "short cuts" are known as aimpulse buying. bheuristics. cdecision expedients dpreference selections.