Understanding Customer Behavior Flashcards
7 cards from real NCSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Understanding Customer Behavior flashcards as text
A customer who complains frequently but continues to purchase is best categorized as:
Answer: A hostage customer
Hostage customers remain despite dissatisfaction because they perceive no viable alternatives or face high switching costs, and they often complain as a result.
Which factor most strongly predicts whether a dissatisfied customer will complain directly to a company?
Answer: The perceived likelihood that complaining will lead to a positive outcome
Customers are most likely to complain directly when they believe the complaint will result in a meaningful resolution or response.
Social proof influences customer behavior primarily by:
Answer: Increasing customer trust through evidence of others' positive experiences
Social proof, such as reviews and testimonials, reduces uncertainty by showing that others have made the same choice with positive results.
A customer asks for a refund but also expresses frustration about feeling unheard during previous calls. The MOST important action is to:
Answer: Acknowledge the emotional frustration before addressing the refund
Acknowledging the customer's emotional experience first demonstrates empathy and builds trust, making the resolution feel more genuine and complete.
Which behavioral pattern indicates a customer is moving through the 'consideration' stage of the buying journey?
Answer: Comparing product reviews and requesting a demo
During the consideration stage, customers actively evaluate options by comparing reviews, features, and seeking demonstrations before deciding.
The tendency for customers to prefer a product simply because they have been repeatedly exposed to it is known as:
Answer: The mere exposure effect
The mere exposure effect describes how familiarity with a product or brand through repeated exposure increases positive feelings toward it.
A company uses customer purchase history to send personalized product recommendations. This strategy leverages which behavioral insight?
Answer: Predictive behavioral modeling
Predictive behavioral modeling uses historical data patterns to anticipate future customer needs and deliver relevant, personalized recommendations.