A company must always guard against dissatisfying customers. On average, a satisfied customer tells 3 people about a good purchase experience. A dissatisfied customer, however, on average gripes to ________ people.

The _________________ is the mental process through which an individual passes from first hearing about an innovation to final adoption.

All of the following are part of the adoption process that consumers may go through when considering an innovation EXCEPT:

With respect to adopter categories, the _______________ are guided by respect, are the opinion leaders in their communities, and adopt new ideas early but carefully.

With respect to adopter categories, the ___________________ are skeptical and they adopt an innovation only after a majority of people have tried it.

Several characteristics are especially important in influencing an innovation’s rate of adoption. _________ is the degree to which the innovation may be tried on a limited basis

__________ are factors that have been shown to affect consumer behavior.

____________ is the definition of reference groups.

For the marketing manager, social class offers some insights into consumer behavior and is potentially useful as a ___________________.

The _______________ may lead the buyer to continue, modify, or drop the arrangement that has been entered into by the buyer and seller.

Blanket contracts are typically part of which of the following stages in the business buying process?