When Selena Purchased a New Refrigerator from Sears,she Was Told

question 17

Multiple Choice

When Selena purchased a new refrigerator from Sears,she was told by the salesperson that the refrigerator would be delivered to her apartment Thursday between the hours of 1:00 p.m.and 3:00 p.m.However,the refrigerator was not delivered until 4:00 p.m.on Friday.The late delivery caused Selena to be dissatisfied with Sears' delivery service.Selena's dissatisfaction with Sears' delivery service resulted from:

• A) Inadequate management of service promises
• B) Over-promising and over-delivering
• C) Inadequate customer education
• D) Excessive horizontal communication
• E) Differences in policies and procedures across distribution units

Recognize the importance of sensory marketing and which sense is targeted by different marketing strategies.

Comprehend the concept of learning in consumer behavior and how it affects decision-making processes.

Identify the role of reference groups, culture, and lifestyle in consumer preferences and decisions.

Understand the principles of Maslow's hierarchy of needs and how they relate to consumer priorities and marketing strategies.

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Definitions:

Price Discrimination

A pricing strategy where a seller charges different prices for the same product or service to different customers, based on what the seller believes the customers will pay.

Antitrust Regulations

Laws designed to enhance competition in the market by preventing monopolistic practices and promoting fair and free competition.

Nondiscriminating Monopolist

A monopolist who charges all consumers the same price for its product, without any price discrimination.

Economic Profits

Profits exceeding the opportunity costs of all resources utilized by a firm, representing superior returns over the next best alternative.