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Customer Loyalty and Undesirable Consumer Behavior Quiz

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Questions and Answers

What are decision heuristics according to the text?

Logical steps

Compensatory decision rules

Mental shortcuts (correct)

Breathing exercises

What is the purpose of decision heuristics in consumer behavior?

Narrow down choices (correct)

Encourage impulsive decisions

Expand choices

Increase confusion

Which step is essential to the Purchase Decision process?

Step 5: Postpurchase

Step 2: Information search

Step 4: Purchase Decision (correct)

Step 3: Prepurchase evaluation

What can be done to increase conversion rates in the Purchase & Consumption step?

Make it easy for customers Signup and view all the answers

'Consumers often feel dissonance when purchasing products or services.' What does 'dissonance' refer to in this context?

Conflict or discomfort Signup and view all the answers

'Which of the following is NOT a step to ensure postpurchase satisfaction?' Encouraging customer feedback is:

A step that ensures postpurchase satisfaction Signup and view all the answers

'Which of the following is NOT a way to ensure postpurchase satisfaction?' Building unrealistic expectations can:

Lead to higher customer satisfaction Signup and view all the answers

'Which of the following is NOT a strategy for increasing conversion rates?' Having plenty of merchandise on hand can:

'Merchandise in stock' does not relate to conversion rates Signup and view all the answers

'Which step aims to reduce real or virtual abandoned carts?' Step 5: Postpurchase focuses on:

'Postpurchase' Signup and view all the answers

'Which of the following is NOT a common outcome after a purchase?' Encouraging customer feedback can lead to:

'Customer loyalty' Signup and view all the answers