Scenario 6

question 19

Multiple Choice

Scenario 6.1 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 6.1. 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:

Body Satisfaction

The degree of contentment with one's body, encompassing its appearance, functionality, and health.

Catatonia

A behavioral syndrome marked by an inability to move normally, which can include symptoms such as stiffness, mutism, and stupor.

Immobility

The state or condition of being unable to move or be moved, often referring to physical restriction or lack of motion.

Agitation

A state of nervous excitement or anxiety, often displayed through restless or excessive movement.