Scenario 7

question 164

Multiple Choice

Scenario 7.1 Use the following to answer the questions.
Consumers use information from many sources when making purchasing decisions, including information from friends and family members. One of the most dissatisfying consumer experiences is with auto repair. Aware of this, Kate has asked several of her friends and family members where they have their cars repaired, since she has experienced a problem starting her car when the weather is cold. Kate has heard that Skola's Auto Repair has reasonable prices, but it can be difficult to get an appointment. Steve, one of Kate's friends, had a very poor experience with Skola's. However, once he complained to them, they fixed the situation and now he prefers their auto repair shop over others.
Refer to Scenario 7.1. A dissatisfied Skola's Auto Repair customer told a friend about his experience. The friend has been a long-time Skola's customer and the next day, didn't remember what he told her. This is an example of

• A) perceptive perception.
• B) selective exposure.
• C) selective distortion.
• D) receptive exposure.
• E) selective retention.

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Definitions:

Operating Room

A specially equipped room in a hospital where surgical procedures are carried out.

Elective Outpatient Surgical Procedure

A planned surgery that does not require an overnight hospital stay, chosen by the patient and not for emergency reasons.

Vacation

A period of time spent away from home or business in travel or recreation.

Preferred Date

is the specific date chosen or requested by an individual or organization for an event or appointment to take place.