Chapter 17

Question 1

Atmospherics:

Answer 1

is the process managers use to manipulate the physical retail or service environment to create specific mood responses in shoppers

Question 2

External reference price

Answer 2

price presented by a marketer for the consumer to use to compare with the current price

Question 3

Impulse Purchase

Answer 3

occurs when a consumer sees a product/brand in the store and purchases with little or no deliberation as the result of sudden, powerful urge to have it

Question 4

In-home Shopping

Answer 4

other forms of non-store retailing such as catalogs, telemarketing, direct mail and TV

Question 5

Internal reference price

Answer 5

price or price range that a consumer retrieves from memory to compare with a price in the market

Question 6

Omni-Channel Shoppers

Answer 6

consumer who browse and/or purchase using multiple channels

Question 7

Online Privacy Concerns

Answer 7

relate to the consumer fears regarding how personal information about them that is gather online might be used

Question 8

Perceived Risk:

Answer 8

uncertainty a consumer has when buying items, considered a consumer characteristics as well as a product characteristic

Question 9

Reference Price

Answer 9

a price with which other prices are compared

Question 10

Retail Attraction (gravitation) Model

Answer 10

used to calculate the level of store attraction based on store size and distance for the consumer

Question 11

Servicescape:

Answer 11

describing a service business such as a hospital, bank, or restaurant

Question 12

Shopping Orientation

Answer 12

shopping style that puts particular emphasis on certain activities or shopping motivations

Question 13

Showrooming:

Answer 13

go to brick and mortar store to touch, try out or try on product and then buy it online

Question 14

Spillover Sales

Answer 14

sales of additional items to customer who came to purchase and advertised item

Question 15

Stockouts:

Answer 15

the store being temporarily out of a particular brand

Question 16

Store atmosphere

Answer 16

influenced by attributes by lighting, layout, presentation of merchandise, fixture, floor covering, colors, sounds, odors and the dress and behavior of sales and service personnel

Question 17

Store Brand

Answer 17

closely related to store image, the store or outlet is a brand

Question 18

Store image

Answer 18

consumer’s or target market’s perception of all the attributes associated with a retail outlet

Question 19

Unplanned Purchase

Answer 19

purchases made in a retail outlet that are different from those the consumer planned to used prior to entering the retail outlet

Question 20

Webrooming:

Answer 20

shoppers who search online ultimately buy a product at a physical store

Question 21

Retail outlet:

Answer 21

refer to any source of product or service for consumer

Question 22

Specifically planned

Answer 22

a specific brand or item decided on before visiting the store and purchased as planned

Question 23

Generally planned

Answer 23

a pre-store decision to purchase a product category but not the specific item

Question 24

Substitute

Answer 24

a change from a specifically or generally planned item to a functional substitute

Question 25

Unplanned

Answer 25

an item bought that the shopper did not have in mind on entering the store

Question 26

In-store decision:

Answer 26

the sum of generally planned, substitute and unplanned purchase

Question 27

Reminder purchase

Answer 27

consumer notice a brand / product and remember that they need it at home

Question 28

Online atmosphere:

Answer 28

determined by graphics, colors, layouts, content, entertainment features, interactivity, tone and so forth

Question 29

Bargain hunters 22%:

Answer 29

these precision shoppers stick to a strict budget and often put their family’s needs ahead of their own

Question 30

Knowledge seeker 21 %:

Answer 30

these ratings and review junkies do their homework online before making a purchase and may or may not buy it in store

Question 31

Practical player 17%:

Answer 31

these no-nonsense shoppers tend to buy the basics keep within their means, and want a fast, easy and convenient shopping experience

Question 32

Store reassure 16%:

Answer 32

these consumer prefer to shop at a store rather than online. They can touch and feel the product and be more confident they are buying the right thing

Question 33

Brand desirer 16%:

Answer 33

these shoppers choose brands that reflect their status and value and like to buy the very latest often being the first to discover and try new things. Quality is a priority over price for this group

Question 34

Mobile warrior 9%:

Answer 34

for these consumers the smartphone is the most important weapon in their shopping arsenal, whether its used to store coupons research alternative product or make purchases

Question 35

Substitution costs

Answer 35

refer to the reduction in satisfaction the consumer believes a replacement size, brand, or product will provide

Question 36

Transaction cost:

Answer 36

refer to the mental physical time and financial cost of purchasing a substitute product or brand

Question 37

Opportunity cost

Answer 37

are the reduction in satisfaction associated with forgoing or reducing consumption of the product

Question 38

Avatars:

Answer 38

virtual character than can be used as a company representative