Practice Training and Development mcq set 11 for your mba bba courses and you can give online quiz exam of Training and Development for assess your knowledge.
MCQ of Training and Development Set 11
QN501: Customer visiting a new restaurant, Customer visiting a petrol or gas station, concert or a theater show, Airlines, holiday resorts etc. are examples of
- A. Experience goods
- B. Credence goods
- C. Search goods
- D. None of the above
Answer
Answer A. Experience goods
QN502: Consumer durable companies coming up with the LED television sets which 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
Answer
Answer B. Usage situation
QN503: Riya, during a movie interval wanted to eat a Veg Sandwich, but as it was 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
- B. Physical surrounding
- C. Temporal perspective
- D. Antecedent state
Answer
Answer C. Temporal perspective
QN504: Movie advertisements, banners or hoardings are strategically placed at 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
Answer
Answer B. Communication situation
QN505: Vivan, being bullied by his friends in the college for not performing well in 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
Answer
Answer C. Antecedent state
QN506: Companies like OLX, Quikr and Cars24 are based on which type of consumer situation?
- A. Disposal situation
- B. Purchase situation
- C. Communication situation
- D. Usage situation
Answer
Answer A. Disposal situation
QN507: They are knowledgeable, like to find out about various products and balance price with quality, fashion, attributes, etc
- A. Service shoppers
- B. Traditional shoppers
- C. Active shoppers
- D. Price shoppers
Answer
Answer A. Service shoppers
QN508: Organization of Mega Shopping festivals & grand exhibitions or realtors 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
Answer
Answer D. Purchase situation
QN509: They are active shoppers and engage in outdoor activities. They are knowledgeable and not price sensitive
- A. Dedicated fringe shoppers
- B. Traditional shoppers
- C. Transitional shoppers
- D. Active shoppers
Answer
Answer B. Traditional shoppers
QN510: Kunal, while returning from office had to go to a retail outlet on insistence 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
- B. Physical surrounding
- C. Temporal perspective
- D. Task definition
Answer
Answer A. Antecedent state
QN511: How would be the consumer behaviour towards ‘Store Price reduction’ 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
- D. All of the above
Answer
Answer D. All of the above
QN512: Dedicated fringe shoppers are___
- 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 knowledgeable and not price sensitive
- 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
Answer
Answer 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
QN513: Which of the following statement is true about ‘Store Layout’?
(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
B. Only (i) is true
C. Both (i) & (ii) are true
D. Neither (i) nor (ii) is true
Answer
Answer B. Only (i) is true
QN514: Transitional shoppers are___
- 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 knowledgeable and not price sensitive
- 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
Answer
Answer C. Experimental and keep changing stores and products. They do not go for low price and buy products that interest them most
QN515: A customer normally looks for which of the following services in non-store 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
- D. All of the above
Answer
Answer D. All of the above
QN516: A congenial store atmosphere influences a person psychologically, and 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
- D. All of the above
Answer
Answer D. All of the above
QN517: For Non-store or online marketers which one of the following is NOT the 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
Answer
Answer C. Treat the customer uniformly
QN518: In Non-store purchasing process, the consumer behaviour factors related 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
Answer
Answer B. Functional motives
QN519: In which of the following cases there is maximum possibility that the 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
Answer
Answer C. Stock out
QN520: The extent to which consumers develop repeat purchasing patterns is___
- A. Brand loyalty
- B. Brand parity
- C. Brand image
- D. Brand equity
Answer
Answer A. Brand loyalty
QN521: The internal factors of non-store consumer behaviour are___
- 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; sub- culture; 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
Answer
Answer D. the personal traits or behaviors which include attitudes, learning, perception, motivation, self-image
QN522: ‘A A A A A A’ Which type of repeat purchasing pattern is this, where the alphabet refers to a specific brand?
- A. Divided loyalty
- B. Undivided loyalty
- C. No loyalty
- D. Unstable loyalty
Answer
Answer B. Undivided loyalty
QN523: In Non-store purchasing process, the consumer behaviour factors which are beyond the control of the customers namely demographic, socioeconomic, technology and public policy; culture; sub- culture; reference groups; and marketing are___
- A. Internal factors
- B. Non-functional motives
- C. External factors
- D. Functional motives
Answer
Answer C. External factors
QN524: An unplanned purchase in which a shopper enters the store with the 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
Answer
Answer A. Planned impulse
QN525: The non-functional motives in non-store consumer behaviour are___
- A. The ones beyond the control of the customers. They can divide into five sectors namely demographic, socio-economic, technology and public policy; culture; sub- culture; 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
Answer
Answer C. Related to the culture or social values like the brand of the store or product
QN526: Which of the following repeat purchasing patterns shows ‘No loyalty’, where the alphabets refers to a specific brand?
- 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
Answer
Answer C. A B C D E F
QN527: An unplanned purchase 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 is___
- A. Pure impulse
- B. Reminder impulse
- C. Suggestion impulse
- D. Planned impulse
Answer
Answer B. Reminder impulse
QN528: Pure impulse purchasing is___
- 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
Answer
Answer D. A novelty or escape purchase which breaks a normal buying pattern
QN529: ‘A A A B B B’ Which type of repeat purchasing pattern is this, where the alphabets refers to a specific brand?
- A. Unstable loyalty
- B. Undivided loyalty
- C. No loyalty
- D. Divided loyalty
Answer
Answer A. Unstable loyalty
QN530: Suggestion impulse purchasing is___
- 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
Answer
Answer 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
QN531: Before purchase the consumer may form certain expectations about___
- 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
- D. All of the above
Answer
Answer D. All of the above
QN532: Customer satisfaction or dissatisfaction is___
- A. A post-purchase evaluation
- B. An emotion
- C. Evaluation of an emotion
- D. None of the above
Answer
Answer C. Evaluation of an emotion
QN533: Consumer satisfaction is influenced by demographic variables, personality 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
Answer
Answer B. Highly educated people
QN534: Which one of the following is NOT the result of satisfaction to the 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
Answer
Answer A. Post-purchase dissonance
QN535: In case of consumer dissatisfaction consumer seek to understand why 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?)
Answer
Answer D. Intensity (How serious is the problem?)
QN536: Which one of the following is NOT the likely behaviour of the consumer 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
Answer
Answer B. favourable post-purchase attitudes
QN537: Consumer satisfaction is influenced by demographic variables, personality variables as well as 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
Answer
Answer C. Women
QN538: Which one of the following is an incomplete expression about ‘Customer 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
Answer
Answer A. It happens when you meet customers’ expectations
QN539: Which one of the following statement about ‘Consumer Complaint 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
Answer
Answer D. Complainers tend to be members of middle or lower socioeconomic groups than non-complainers
QN540: Negative word-of-mouth communication after consumer dissatisfaction shows which type of consumer complaint?
- A. Private responses
- B. Voice responses
- C. Third party responses
- D. None of the above
Answer
Answer A. Private responses
QN541: Seeking redressal from seller after consumer dissatisfaction shows which type of consumer complaint?
- A. Third party responses
- B. Private responses
- C. Voice responses
- D. None of the above
Answer
Answer C. Voice responses
QN542: Taking legal actions after consumer dissatisfaction shows which type of consumer complaint?
- A. Voice responses
- B. Third party responses
- C. Private responses
- D. None of the above
Answer
Answer B. Third party responses
QN543: The type of dissatisfied consumers who are younger, less alienated from the marketplace & have less positive attitude towards complaining due to its social benefits
- A. Activists
- B. Passives
- C. Voicers
- D. Irate
Answer
Answer B. Passives
QN544: Voicers are the type of dissatisfied consumers who are___
- 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 attitude toward complaining due to its social benefits
- D. Older, less alienated from the marketplace & have positive attitude toward complaining due to its social benefits
Answer
Answer D. Older, less alienated from the marketplace & have positive attitude toward complaining due to its social benefits
QN545: The type of dissatisfied consumers who are older, more alienated from the marketplace & have positive attitude towards complaining due to its social benefits
- A. Irate
- B. Activist
- C. Voicers
- D. Passives
Answer
Answer A. Irate
QN546: Activists are the type of dissatisfied consumers who are___
- 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 attitude toward complaining due to its social benefits
- D. Older, less alienated from the marketplace & have positive attitude toward complaining due to its social benefits
Answer
Answer C. Older, more alienated from the marketplace & have very positive attitude toward complaining due to its social benefits
QN547: Cognitive dissonance occurs as a result of discrepancy between a consumer’s___and the consumer’s___evaluation
- A. decision; prior
- B. decision; post-purchase
- C. behaviour; product
- D. behaviour; post-purchase
Answer
Answer A. decision; prior
QN548: Which one of the following conditions won’t lead to post-purchase 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
Answer
Answer C. Selected alternatives have desirable features
QN549: When Rahul was planning to buy a good quality DSLR camera to satiate his 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
Answer
Answer D. Unselected alternative had desirable features
QN550: What do consumer do to reduce his/her post-purchase dissonance?
- A. Change his attitudes
- B. Seek new information to support his choice
- C. Change his evaluation of the alternative
- D. All of the above
Answer
Answer D. All of the above
