Consumer Behaviour Supplementary NCV Level 4 — Document P1
March 2018 — NCV Level 4 — Consumer Behaviour Supplementary
NCV Level 4
2018
NCV Business
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Q1— Section header —
1.10\ the ANSWER BOOK. motivation; follow up; income; form utility; land; submissive hostile customer; media scanning; grading label; prospecting; physical distribution; brand; acknowledgement
1.1symbol or any other feature that identifies one marketer product or service from others.
1.2is sues.
1.4results in a fulfilled need.
1.5orm, shape and size desired by consumers.
1.6producer to customer.
1.7The sale technique that is used when a salesperson is busy serving one customer and a second custome
1.8quality.
1.9The value of financial resources that a person has at hi /her disposal is
1.1010
Q2— Section header —
2.1The n egative and doubtful emotion after the purchase is called (social/cognitive\nance.
2.2Exclusive distribution is when products are made available at (a few selected /all\ermediaries.
2.3Verimark and Glomail are example of (indirect/dire ct\ting.
2.4A family is a group of people who are genetically and (socially/politically\ related.
2.5(Referral/N on referral\ prospecting is known as cold canvassing and means that the representative gathers the names of possible prospects h e/she does not know at all.
2.6Company (policy/complaints\elps the company to put things right.
2.7(Scanning/ ar coding\is a numbering system that can be read by an electronic scanner.
2.8(Referral sales/H esitation approach\is a techniqu e where every customer who buys at one store department is seen as a potential buyer in another department.
2.9(Labelling/P ackaging\ is a group of activities that involves design, manufacturing and filling a container and wrap the product so that it c an be protected and stored.
2.1010
Q3— Section header —
3.1Family branding is developed for different product ranges. The firm s n ame is combined with an individual product name.
3.2
3.3
3.4
3.5Qualifying names or leads is one of the steps used to develop a prospe ct list. State THREE criteria used to evaluate each lead in this step. (3\ [30]30
Q4— Section header —
4.1First impression is very crucial to sale success. Salespeople are often criticised for not knowing how to make a good first impression. Name SIX fir st impression killers and reasons why customers are not buying
4.2Give TWO examples of goods that consumers can buy using the following types of purchasing decision.
4.2.1Extended purchasi ng decision
4.2.2Routine purchasing decision
4.2.3
4.3Identify the type of functional packaging strategy used in the following cases:
4.3.1Glass canister containing tea
4.3.2Glass cani ster containing perfume
4.3.3Kellogg cereal Disney collection
4.3.4Variety packs of tea
4.3.5
4.5
4.6Provide a list of SEVEN items or information found on a label (7\ [3
Q5— Section header —
5.1You work as a sales representative at Bruma insurance company. You want to develop a list of names of people you can contact. You ask your satisfied clients for names of people they know so that you can contact them.
5.2Referral prospects can be rated using different criteria. State FOUR criteria that can be used to evaluate referral prospects. (4\
5.3Identify the type of objection from the fol lowing sentences.
5.3.1The customer complains about the high cost of a small electric tractor because he/she does not know that it can be used for several things like gardening work, excavation and conveyance.
5.3.2The customer prefers Stuttafo rd s clothes above JET clothes.
5.3.3I want to communicate with my husband first before I buy this product.
5.3.4
5.4Define the ter consumerism. (2\
5.5State THREE group factors that influence the behaviour of consumers. (3\
5.6Give FIVE factors influencing the nature, size and length of distribution. (5\
5.7Name TWO types of sales agents/intermediaries. (2\
5.8State FIVE different types of retailing methods. (5\ [30]30
4.4Labelling links a packaging to a brand. It also provides a description of the produ ct of information on its content. Name FIVE advantages of labelling (3041
Q6— Section header —
6.1List SEVEN guidelines to be considered when handling this customer complaint. (7\
6.2Briefly explain the following strategies for dealing with the above mentioned customer complaint:
6.2.1Glide to leg
6.2.2
6.3
6.4List FIVE advant ages of bar coding to the retailer. (5\
6.5Identify the perception components in the descriptions given below.
6.5.1Implies that the customer cannot process a big amount of information he/she receives in a short period.
6.5.2Means the custo mer only remembers information that is in line with his/her attitude and convictions and forgets the rest
6.5.3
6.6Describe FIV E dressing codes the sales person should avoid when going to work. (5\ 6. To identify and assess customer satisfaction there is criteria that can be used.
Topics Identified
3
Business EnvironmentsForms of OwnershipLeadership
Mark Allocation
Total130 marks
Sections10 + 10 + 30 + 30 = 80 marks
Paper information
TitleDocument
SubjectConsumer Behaviour Supplementary
LevelNCV Level 4
Document typeQuestion paper
Year2018
MonthMarch
Pages7
Downloads3
Examination context
Decade2010s
Years ago8y
SeasonAutumn (SH)
Start dayThursday
Exam periodMarch 2018
Days since exam3,145
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