1. You are a business consultant specializing in handling consumer complaints. Suggest some guidelines that hotel employees should follow when responding to consumer complaints.

2. Define consumer refuse. List the disposal alternatives available to consumers. Which alternative do you use most often?

3. Define evaluative criteria and determinant criteria. Identify the determinant criteria you used for a recent purchase.

4. Describe the three major decision-making perspectives. Describe a purchase decision you or your family made that illustrates a combination of these perspectives.

5. Name and describe the four types of shopping activities. Give an example of each based on your personal shopping experience.

6. Describe the six generational microcultures in the United States.