A Particular Automobile Company Works to Keep Its Customers Happy

question 42

Multiple Choice

A particular automobile company works to keep its customers happy after each sale, aiming to delight each one of them in order to increase their customer lifetime value. Which of the following steps of the buyer decision process does the company exemplify?

• A) need recognition
• B) information search
• C) evaluation of alternatives
• D) purchase decision
• E) postpurchase behavior

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Definitions:

Competition of Motives

a concept in psychology where multiple drives or motives within an individual compete for expression, affecting behavior and decision-making.

Anticipatory Pain

The expectation or fear of pain that can occur before an actual painful stimulus is experienced.

Avoidance Behavior

Actions taken to prevent or evade a perceived negative outcome or noxious stimulus.

Escape Behavior

An action taken to terminate an ongoing, unpleasant, aversive stimulus.