NCSA Understanding Customer Behavior 2

Question 1

A customer who repeatedly purchases the same brand regardless of competitors' promotions is demonstrating which type of loyalty?

Accepted Answer

True loyalty

Answer

Situational loyalty

Answer

Spurious loyalty

Answer

Inertia-based purchasing

Question 2

Which psychological concept explains why customers who receive a free sample are more likely to make a purchase?

Accepted Answer

Reciprocity principle

Answer

Anchoring bias

Answer

Social proof

Answer

Scarcity effect

Question 3

A customer complains loudly in a store but does not contact the company directly. This behavior is best classified as:

Accepted Answer

Third-party response

Answer

Voice response

Answer

Exit response

Answer

Loyalty response

Question 4

What term describes the gap between what a customer expects and what they actually experience?

Accepted Answer

Expectation disconfirmation

Answer

Value variance

Answer

Service gap

Answer

Perception drift

Question 5

A customer who switches providers after a single bad experience is most likely driven by:

Accepted Answer

Low switching costs and unmet expectations

Answer

High brand equity

Answer

Price sensitivity alone

Answer

Social influence from peers

Question 6

Which customer segment is most likely to spread negative word-of-mouth after a poor service experience?

Accepted Answer

Detractors

Answer

Passive customers

Answer

Promoters

Answer

Satisfied but indifferent customers

Question 7

When a customer exaggerates a problem to gain a larger resolution, this is an example of:

Accepted Answer

Opportunistic complaint behavior

Answer

Customer delight seeking

Answer

Voice escalation

Answer

Advocacy reversal