question

The marketing concept is a philosophy of customer satisfaction and

answer

mutual gain

question

Many Critics charge that the American marketing system causes to be higher than they would be under more "sensible" systems

answer

Prices

question

Critics charge that intermediaries

answer

are inefficient

question

A long-standing charge against intermediaries is that they mark up prices beyond the

answer

value of their services

question

Marketers respond to charges of high advertising and promotion costs unnecessarily increasing retail prices by arguing that advertising adds

answer

value by providing information about product availability

question

Most businesses try to deal fairly with consumers because

answer

businesses want to repeat business

question

Deceptive practices fall into three groups; deceptive deceptive , deceptive .

answer

pricing, promotion, packaging

question

Deceptive promotion differs from deceptive pricing in that deceptive promotion overstates the product's or .

answer

feature's; performance

question

A major step in regulating "unfair or deceptive business acts and practices" was the enactment of the in 1938

answer

Wheeler-Lea Act

question

Advertising "puffery" is the term for

answer

innocent exaggeration for effect

question

When critics claim that insurance, real state, and used cars are sold, not bought, they are making accusations of the use of .

answer

high-pressure selling

question

Consumers Union, the nonprofit testing and information organization. publishes to assist the consumer in choosing products and encourage businesses to eliminate product flaws

answer

Consumer Reports

question

Critics have charged that some companies intentionally maufacture their products with materials or components that cause the product to need to be replaced before it actually should need replacement. What is this called?

answer

Planned obsolesence

question

Planned obsloescennce might involve all of the following except which one?

answer

the use of unsafe materials

question

Marketers respond to charges of planned obsolescennce with all of the following except which one?

answer

The product will eventually wear out anyway.

question

Critics claim that companies in the industries introduced planned streams of new products that make older models obsolete, a form of planned obsolescence that harms consumers

answer

consumer electronics and computer

question

Critics who believe that the American marketing system poorly serves disadvantaged consumers claim that the pay more for inferior goods

answer

urban poor

question

The presence of in low-income neighborhoods makes a big difference in keeping prices down

answer

large national chain stores

question

When major chain retailers avoid placing stores in disadvantaged neighborhoods, they are likely to be accused of hte discriminatory practice of .

answer

redlining

question

Critics have charged that the marketing systems urges too much interest in .

answer

material possessions

question

Critics of the American economic marketing system have charged that marketers have created a culture in which people are judged by what they .

answer

own

question

A drive for wealth and possessions hit new highs in the , when phrases such as "greed is good" and "shop till you drop" seemed to charactersize the times

answer

1990s

question

In the current decade, social scientists have noted a .

answer

reaction against waste

question

The critics do not view the typical American interest in materail things as

answer

a natural state of mind

question

Businsses hire firms to use mass media to create materialistic models of the good life

answer

Madison Avenue

question

Critics say marketing is seen as benefiting more than .

answer

industry; consumers

question

Marketers are most effective when they appeal to rather than when they .

answer

existing wants; attempt to create new ones

question

The high failure rate of new procducts shows that companies are not able to .

answer

control demand

question

The overselling of private good results in , such as cars causing traffic jams, air pollution, injuries, and deaths

answer

social costs

question

To restore the balance between private and public goods, producers could be required to bear the full costs of their operations

answer

social

question

For cars, "social costs" include all of the following except which one?

answer

congestion tolls

question

Cultural pollution could be referred to as

answer

commercial noise

question

A major way to reverse the cultural pollution caused by marketing is to adjust

answer

advertising levels

question

In response to charges of , marketers point out that advertising makes much of television and radio free to users and also keeps down the cost of magazines and newspapers

answer

cultural polloution

question

Critics charge that a company's marketing practices can harm other companies and reduce competition among companies. Problems involved include all of the following except which one?

answer

marketing practices that confuse consumers

question

which of the following is most responsible for the shrinking number of competitors in almost every major industry?

answer

acquisition of competitiors

question

Large marketing companies can use patents and heavy promotion spending to

answer

set up barriers for others willing to enter the industry

question

Which of the following is not a potential advantage of the practice of acquisition

answer

Acquisitions require little government oversight

question

Setting prices below cost, threatening to cut off business with suppliers, and discouraging the purchase of a competitor's products are all examples of

answer

predatory competition

question

The two major movements to keep business in line are environmentalism and

answer

consumerism

question

The first organized consumer movement in the US took place early 1990s. It was fueled by all of the following conditions excepts which one?

answer

Unsafe merchandise

question

Ralph Nader is most closely associated with which of the following

answer

the consumerism movement of 1960s

question

is an organized movement of citizens and government agencies to improve the rights and power of buyers in relation to sellers

answer

Consumerism

question

Which of the following is not a traditional sellers' right?

answer

the right to promote any product to any audience

question

Many people believe that the balance of power in the buyer-seller relationship lies on the seller's side. Critics believe that buyers have too little education, protection, and to make wise decisions when facing sophisticated sellers.

answer

information

question

Consumer advocates call for all of the following additional consumer rights except which one?

answer

The right to be protected from unwanted marketing messages

question

Proposals related to the consumer's right to include controlling the ingredients that go into certain products and putting consumer representatives on company boards to speak for consumer interests.

answer

influence products and marketing practices in ways that will improve the "quality of life"

question

is an organized movement of concerned citizens and government agencies to protect and improve people's living environment

answer

Environmentalism

question

Environmentalists assert that the marketing system's goal should be to maximize

answer

life quality

question

The in the US came about because of concern for the loss of the atmosphere's ozone layer, toxic waters, litter, and the damage caused by strip mining and forest depletion

answer

first wave of modern environmentalism

question

is a management approach that involves developing strategies that both sustain the environment and produce profits for the company

answer

Environmentalism sustainability

question

Environmental sustainability includes

answer

protecting the environment and extracting environmental materials to their lowest levels

question

Companies emphasizing are developing "green marketing" programs that develop ecologically safer products, recyclable and biodegradable packaging, more energy-efficient operations, and better pollution controls.

answer

pollution prevention

question

Which of the following is not a component of "green marketing"

answer

cradle-to-cradle products

question

Minimizing pollution from production and all environmental impacts throughout the full products life cycle is called

answer

product stwearship

question

Design for environment (DFE) involnes thinking ahead in the design stage to create products that are easier to reuse, recycle or

answer

recover

question

What do most companies today focus on when it comes to protecting the environment

answer

investing heavily in pollution prevention

question

Xavier Rentals Inc. is now looking into to future and working internally on the third level of environmental sustainability, which is called

answer

new clean technology

question

As international trade barriers come down and global marketers expand, environmental issues are having impact on international trade.

answer

a greater

question

The philosophy of holds that a company's marketing should support the best long-run performance of the marketing system

answer

enlightened marketing

question

Innovative marketing is

answer

A, B, and C A principle of enlightened marketing; based on the consumer's point of view; the attempt to continuously seek product and marketing improvements

question

Which form of enlightened marketing requires that a company seek real product and marketing improvements

answer

innovative

question

Some firms define their purpose in narrow product terms. Others define their purpose in broad social terms follow

answer

sense-of-mission marketing

question

When an enlightened company makes marketing decisions by considering consumers' wants and interests, the company's requirements, and society's long-run interests, it is practicing marketing

answer

societal

question

What are deficient products

answer

products that have neither immediate appeal nor long-run benefits

question

A company that makes products that give high immediate satisfaction but may hurt consumers in the long run makes products

answer

pleasing

question

Examples of pleasing products include

answer

cigaretts and junk food

question

Which of the following is the best example of a desirable product

answer

junk food

question

In societal marketing, the ideal goal for companies is to turn all their products into ones

answer

desirable ones

question

The challenge for marketers of which type of product is to add long-run benefits without reducing the product's pleasing qualities

answer

pleasing

question

The challenge for markers of which type of product is to add some pleasing qualities so that it will become more desirable in the consumers' minds?

answer

Salutary

question

Companies must decide what principle they should use as a guide on issues of ethics and social responsibility. Which of the following is not a common philosophy to accomplish this end?

answer

Let society decide

question

One major issue in foreign trade is bribery. Bribery and corruption are common in all of the following countries except

answer

New Zealand

question

The American Marketing Association (AMA) has created a code of ethics that includes all but which of the following ethical values

answer

competitiveness

question

Chapter 15

answer

...

question

International trade growth is most visible in

answer

developing countries

question

industries are safe from foreign competition

answer

Few

question

As global trade is growing, global competition is

answer

intensifying

question

Firms that play it safe and do not enter the global market are likely to lose their chances to enter other markets

answer

and risk losing their home markets

question

A is one that, by operating in more than one country, contains marketing, production, research and development, and financial advantages that are not available to purely domestic competitors.

answer

global firm

question

Which of the following is not one of the major decisions a company faces in international marketing?

answer

deciding how to set standardized prices

question

A is a tax levied by a foreign government against certain imported products

answer

tariff

question

A is a limit on the amount of goods that an importing country will accept in certain product categories

answer

quota

question

An serves to limit the amount of foreign exchange and the exchange rate against other currencies

answer

exchange control

question

Bias against bids made by American companies is an example of a

answer

non-tariff trade barrier

question

Which of the following is designated to help foster trade between nations?

answer

GATT

question

The is a 60 year old treaty designed to promote world trade by reducing tariffs and other current international trade barriers

answer

GATT

question

Concluding in 1994 the Uruguay Round reduced trade barriers, set international standards for trade and established the to enforce GATT rules

answer

EU

question

Which of the following reduced the world's merchandise traffis by 30% toughened international protection of copyrights and trademarks and has been extended to cover trade in agriculture and a wide range of services

answer

GATT

question

Economic communities are also known as

answer

free trade zones

question

is a group of nations organized to work toward common goals in the regulation of international trade

answer

An economic community

question

The European Union and NAFTA (North American Free Trade Agreement) are examples of

answer

economic communities

question

Which of the following is true regarding economic communities

answer

Tariffs are typically lower or nonexistent between countries in the community

question

There is concern that through the , lower barriers inside Europe will create only thicker outside walls

answer

European Union

question

Which of the following is an advantage created by the adoption of the euro?

answer

European countries with previously weak currencies are more attractive markets

question

In January 1994, established a free trade zone among US, Canada, and Mexico

answer

NAFTA

question

What is the name of the single agreement that created a market of 443 million people and will eliminate all trade barriers and investment restrictions among the US, Mexico, and Canada?

answer

NAFTA

question

Given the apparent success of NAFTA, talks have been underway since 1994 to establish a free trade zone called . This zone would include 34 countries stretching from the Bering Strait to Cape Horn

answer

FTAA

question

Mercusor and CAN have agreed to unite, creating , which will make up the largest trading block after NAFTA and the European Union

answer

Unasur

question

The two key economic factors reflecting a country's attractiveness as s market are its industrial structure and its

answer

income distribution

question

In a , the vast majority of people engage in simple agriculture and consume most of their output

answer

subsistence economy

question

are major exporters of manufactured goods, services, and investment funds. They trade goods among themselves and export them to other types of economies for raw materials and semi-finished goods.

answer

Industrializing economies

question

In an economy, manufacutring accounts for 10-20% of the country's economy. This type of economy typically has a new rich class and a small but growing middle class, both demanding new types of imported goods.

answer

Industrializing

question

A economy is poor in some ways but rich in one or more natural resources responsible for creating most of its exporting revenue

answer

raw-materical exporting

question

Very few market opportunities are available in a economy

answer

subsistence

question

Industrializing economies do not include

answer

Sweden

question

Which of the following types of economies is most likely to have significant numbers of low-income, medium-income, and high-income households?

answer

industrial economy

question

Countries with economies may consist mostly of households with very low family incomes

answer

subsistence

question

At least four political-legal factors should be considered in deciding whether to do business in a given country. which is not one of these factors?

answer

Whether a state religion is enforced

question

In international trade, it is ideal if the buyer can pay in

answer

the seller's currency

question

All of the following are methods of countertrade except which one?

answer

paying in the seller's currency without further obligation

question

What type of countertrade occurs when a seller sells a plant, equipment, or technology to another country and agrees to take payment in the resulting products?

answer

buyback

question

Which of the following is the most common form of countertrade

answer

counterpurchase

question

It is important to understand how business norms vary form country to country. For example, like to sit or stand very close to each other when they talk business- in fact, nose-to-nose

answer

South Americans

question

Why might Asian businesspeople be offended by the typical bargaining tactics of American executives

answer

Asian executives prefer to start business meetings with polite converstations

question

Some social critics say that globalization really means the world's cultures

answer

Americanizing

question

Which of the following is an example of how American culture is being exported to the world's countries

answer

the expansion of Wal-Mart Supercenters

question

has ben singled out by globalization protestors all over the world, especially when anti-American sentiment peaks

answer

All of the above: Nike KFC McDonalds Coca-Cola

question

Which of the following would a defender of globalization most likely use as an example to argue that concerns of Americanization are overblown and that globalization is indeed a two-way street

answer

the growing number of IKEA furniture stores

question

Which type of business is least likely to find it necessary to enter international markets in order to survive

answer

Small, local businesses

question

Which of the following is a factor that is likely to push a company to decide not to enter international markets

answer

the company would have to redesign its products

question

Several factors might draw a company into the international arena. What is not one of these factors?

answer

Managers are unsure of the effect of regulations and the political environments of other countries

question

Of the following which is the least critical decision a company should make before going abroad

answer

how many people it wants to employ

question

Demographic characteristics, geographic characteristics, economic factors, socioculture factors and political and legal factors all help a company

answer

determine a market's potential

question

Which of the following is a socioculture factor that a company should consider before deciding to enter an international market?

answer

consumer lifestyles, beliefs, and values

question

Which of the following is a political and legal factor that a company should consider before deciding to enter an international market

answer

monetary and trade regulations

question

Which is not a mode of entry that companies can use when they have decided to sell in a foreign country

answer

embargo

question

The simplest way to enter a foreign market is through

answer

exporting

question

When entering a foreign market, companies typically start with , working through independent international marketing intermediaries

answer

indirect exporting

question

Sellers may eventually move into , whereby they handle their own exports. The investment and risk are somewhat greater in this strategy

answer

direct exporting

question

A company can conduct exporting in several ways. Which is not one of these ways?

answer

It can work through independent international marketing intermediaries

question

A gives the seller more presence and program control in the foreign market and often serves as a display center customer service center

answer

Sale branch

question

is a method of entering a foreign market that involves a company coming together with a foreign company to produce or market products and services

answer

Joint venturing

question

There are four types of ventures. Which is not one of these types?

answer

direct investment

question

Through , an organization in the foreign market buys the right to use a company's manufacturing process, patent, trade secret, or other item of value.

answer

licensing

question

Which of the following is not a potential disadvantage of licensing

answer

The company has less control over the licensee than it would over its own operations

question

ventures consist of one company joining forces with foreign investors to create a local business in which they share ownership and control

answer

Joint ownership

question

involves entering a foreign market by developing foreign-based assembly or manufacturing facilities

answer

Direct investment

question

Which of the following represents the biggest involvement of company can take in a foreign market

answer

direct investment

question

Lower costs in the form of cheaper labor or raw materials, foreign government investments incentives, foreign savings, and the opportunity to improve the company image are all factors that would likely lead to a company to in a foreign market

answer

make a direct investment

question

means selling largely the same products and using the same marketing approaches worldwide

answer

Standardized global marketing

question

"Take the product as is and find customers for it" is the slogan for

answer

straight product extension

question

means adjusting the marketing strategy and mix elements to each international target market

answer

Adapted global marketing

question

The concept holds that marketing programs will be more effective when tailored to the unique needs of each targeted customer group

answer

marketing

question

Which of the following is not one of the five stragtegies for adapting product and marketing communications to a global market?

answer

External extension

question

Changing promotions for each local market is known as

answer

communication adaptation

question

Regadless of how companies go about pricing their products, their foreign prices will probably be their domestic prices

answer

higher than

question

The two major links between the seller and the final buyer of channels between nations and channels within nations make up a

answer

whole-channel view

question

World product groups, geographic organizations, and international subsidiaries are all options for organizing

answer

international division

question

In a , executives are trained in worldwide operations, not just domestic or international

answer

global organizations

question

What are the two goals of direct marketing?

answer

To obtain an immediate response and build a lasting customer relationship

question

Today, direct marketing relies heavily on database technologies and the Internet. Early direct marketers primarily used direct mailers, telemarketing, and

answer

catalogs

question

Direct marketing is continuing to become more ______ oriented

answer

web

question

Which of the following is not one of the benefits for the buyer in direct marketing

answer

price

question

Which of the following is not one of the benefits for the seller in direct marketing?

answer

mass reach

question

Which of the following is an advantage of direct marketing for sellers

answer

It can give sellers access to buyers outside their local markets

question

Which of the following is necessary for direct marketing to be effective

answer

a good customer database

question

A comprehensive database is a tremendous tool for the direct marketer. It should contain geographic, demographic, psychographic and ____ data

answer

behavioral

question

Information about a customer's age, income, and family make-up would all be considered _____ in a customer database

answer

demographics

question

Information about a customer's activities and interests would all be considered ____ in a customer database

answer

psychographics

question

Which one of the following purposes is not a common use of direct marketing database?

answer

gather marketing intelligence about competitors

question

Which of the following is a primary benefit to consumers from database marketing?

answer

more offers closely matched to their interests

question

Which of the following is not a form of direct marketing?

answer

advertising

question

Which kind of marketing involves sending an offer, announcement, reminder, or other item to a person at a particular address?

answer

direct-mail marketing

question

Catalogs, brochures, CDs, and DVs are all examples of which type of marketing?

answer

direct-mail marketing

question

The use of which of the new forms of direct-mail marketing is booming

answer

e-mail

question

Which of the following forms of direct marketing is least likely to experience significant growth within the next few years?

answer

fax mail

question

Most companies that create print catalogs now also provide _____ catalogs

answer

web-based

question

Which of the following is an advantage of printed catalogs over digital catalogs?

answer

a stronger emotional connection with customers

question

Using ______ telephone marketing, markets sell directly to consumers

answer

inbound

question

Which of the following is an advantage of a well-designed and targeted telemarketing plan?

answer

purchasing convenience

question

Instead of making print catalogs obsolete, ______ has changed their role to that of a brand-bulidng device

answer

Internet shopping

question

Which of the following has been limited in recent years by the implementation of the National Do-Not-Call Registry

answer

unsolicited outbound telephone marketing by businesses

question

Which of the following is the most accurate name for a 30min television advertising program marketing a single product

answer

infomercial

question

What are two major forms of direct-response television marketing?

answer

direct-response television advertising and infomercials

question

Direct-response advertisements always contain ________, making it easier for marketers to gauge the effectiveness of their sales pitches

answer

a 1-800 number or Web address

question

Why have direct-response television commercials seen an increase in popularity in recent years?

answer

Return on advertising investment can be easily measured

question

A television program or entire channel dedicated to selling goods and services is known as a

answer

home shopping channel

question

As consumers become more and more comfortable with technology, many companies are using information and ordering machines called ______ in stores, airports and other locations

answer

Kiosks

question

Which of the following is not one of the reasons that many marketers view mobile phones as the next big marketing medium

answer

Unlike traditional telemarketing, mobile phone marketing is intially appealing to most cell phone users

question

Ring-tone giveaways, mobile games, and ad-supported content to text-in contests and sweepstakes are all examples of _______ marketing

answer

mobile phone

question

Which of the following is the least effective way for marketers to avoid angering already ad-weary consumers when using a new direct marketing technology, such as mobile phones?

answer

begin by sending unsolicited messages and then move to permission-based programs

question

What is the fastest growing form of direct-marketing

answer

online marketing

question

The ____ enables consumers and companies to access and share huge amounts of information with just a few mouse clicks

answer

Internet

question

______ is a vast public web of computer networks that connect users of all types all around the world to each other.

answer

The Internet

question

Internet usage continues to ____

answer

grow steadily

question

The Internet gave birth to ______, which operate only on the Internet

answer

click-only companies

question

New York Times on the Web, ESPN.com and Encyclopedia Britannica Online provide financial, research, and other information. They are called____

answer

content sites

question

Search engines, portals, e-tailers, and content sites are examples of _____, selling products and services directly to final buyers via the Internet

answer

click-only marketers

question

______ is the term used to describe a company that does not use online marketing

answer

Brick-and-mortar

question

In recent years, many brick-and-mortar firms eventually because ____ in response to ____.

answer

click-and mortar firms; click-only competitors' actions

question

Which of the following is not one of the four major online marketing domains?

answer

B2D (business to door)

question

The popular press has paid the most attention to ______ online marketing- the online selling of goods and services to final consumers

answer

B2C

question

B2B includes all of the following except

answer

social networks

question

Online exchange of goods and informations between final consumers is called

answer

C2C

question

eBay and Amazon.com Auctions, as well as other auction sites, other popular marketspaces for online exchange of goods and information. These online companies are examples of _____ online marketing

answer

C2C

question

Which of the following is a drawback of advertising on or attempting to influence content on a blog

answer

The content of a blog is difficult to control

question

_____ online marketing sites are online exchanges in which consumers search out sellers, learn about their offers, and initiate purchases, sometimes even driving transaction terms.

answer

C2B

question

When consumers can drive transactions with businesses,what type of online marketing is being used?

answer

C2B (consumer-to-business)

question

Which of the following is not one of the ways a company can conduct online marketing?

answer

calling their customers to complete surveys

question

For most companies, the first step in conducting online marketing is to ______

answer

create a Web site

question

What is the main purpose of a corporate Web site

answer

to build customer goodwill

question

_______ are designed to build customers goodwill and to supplement other sales channels, rather than to sell the company's products directly?

answer

Corporate Web sites

question

_____ are designed to engage consumers in interactions that will move them closer to a direct purchase or other marketing outcome

answer

Marketing Web sites

question

To attract new visitors and to encourage revisits, online marketers should pay close attention to the seven Cs of effective Web site design. Which of the following is not one of the seven Cs?

answer

Customer: the way the customer is given incentives to use the Web site

question

Of the seven Cs of effective Web site design, _____ refers to the ways that the site enables user-to-user communication

answer

community

question

According to the seven Cs of effective Web site design, a Website's capability to enable commercial transactions is its level of _______

answer

commerce

question

Marketers of which of the following types of products would likely find it most challenging to attract visitors to a brand or marketing Web site

answer

cleaning supplies

question

Based on information in your text, which of the following is the least likely way a marketer might promote a company's Web site

answer

outbound telephone marketing

question

To be effective, a corporate Web site must_____

answer

be useful

question

______ are online ads that pop up between screen changes on Web site, especially while a new screen is loading

answer

Interstitials

question

All of the following are types of display ads except _____

answer

contextual ads

question

Which of the following types of ads can users block through the use of applications developed by Web browser providers

answer

pop-ups

question

Display ads that use eye-catching techniques such as float, fly, and snapback are called______

answer

rich-media ads

question

When companies work with each other online and offline to promote each other, they are creating ____

answer

alliance and affiliate programs

question

What does the term viral marketing mean?

answer

It is the Internet version of word-of-mouth marketing

question

Forms of online promotion include all of the following except _______

answer

intranets

question

Online communities where people socialize or exchange information and opinions are called _____

answer

online social networks

question

Which of the following is a challenge of marketing through online social networks

answer

Users may resent an intrusive marketing message

question

According to your textbook, what is the most likely future for online marketing

answer

Online marketing will remain an important approach in an integrated marketing mix

question

Some direct marketers have been accused of taking advantage of buyers; for example, so-called heat merchants use ____ intended to mislead buyers

answer

direct-mail marketing

question

Which of the following is a type of identity theft that uses deceptive e-mails and fraudulent web sites to fool consumers into revealing their personal data?

answer

phishing

question

Which of the following is not a deceptive or fraud concern for Internet users and marketers

answer

viral marketing

question

To prevent privacy abuses and curb excessive marketing, federal legislation has been enacted or considered to regulate all of the following except______

answer

collection of online consumer information

question

What happened in response to the finding that many Web sites were collecting personal information from children without disclosure or parental permission

answer

Congress passed the Children's Online Privacy Protection Act

question

Chapter 13

answer

...

question

These employees are well-educated, well-trained professionals who work to build and maintain long-term customer relationships by listening to their customers, assessing customer needs, and organizing the company's efforts to solve customer problems. Who are these employees?

answer

All of the above; district managers sales consultants salespeople account development reps

question

Which of the following communication and promotion tools involves direct connections with customers aimed toward building customer-unique value and lasting relationships

answer

public relations

question

Of the following, which is the least creative sales position

answer

order taker

question

A _______ is an individual acting for a company by performing one or more of the following activities: prospecting, communicating, servicing, and information gathering

answer

salesperson

question

_______ involves two-way, personal communication between salespeople and individual customers-whether face-to-face, by telephone, through video or Web conferences, or by other means

answer

Personal Selling

question

Whom do members of sales force typically serve

answer

A and C Advertising Personal Selling

question

Which of the following steps is a company least likely to take to help bring its marketing and sales functions closer together

answer

recognize sales and marketing as separate functions

question

What is the role of a chief revenue, or chief revenue, or chief customer, officer?

answer

To oversee both marketing and sales

question

When a firm sets out to analyze, plan, implement, and control sales force activities through sales force management, it is undertaking ______

answer

sales force management

question

Of the three typical types of sales force structures, which one is often supported by many levels of sales management positions in specific geographic areas?

answer

territorial

question

Which of the following is not an advantage of a territorial sales force structure

answer

Salespeople develop in-depth knowledge of a product line

question

Which of the following is not a disadvantage of a product sales force structure

answer

increased customer delivery time

question

After a company has determined its sales force structure, it is ready to determine what kind of _____ it needs

answer

sales force size

question

What do many companies use to set sales force size?

answer

the workload approach

question

Member's of a company's ______travel to call on customers in the field

answer

outside sales force

question

Members of a company's ______ conduct business from their offices through the telephone, the Internet, or visits from customers

answer

inside sales force

question

To reduce time demands on their outside sales forces, many companies have increased the size of their inside sales forces, which include technical support people, sales assistants, and _______

answer

telemarketers

question

Which activity is not typical for a sales assistant

answer

provide technical support

question

Which of the following is the growing trend of using a group of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts

answer

team selling

question

In many cases today, a major reason to adopt team selling stems form changes in ______

answer

customers' buying organizations

question

Which of the following is not a pitfall or disadvantage of team selling?

answer

In the long run, team selling ties up more time and increases overall costs

question

Of the following, which is the most necessary ingredient for any successful sales force organization

answer

the recruitment and selection of good salespeople

question

All of the following are problems associated with the poor selection of salespeople except which one

answer

less office support

question

According to research, which of the following is one of the four key talents a successful salesperson should possess

answer

disciplined work style

question

A salesperson's motivation and discipline mean little unless they result in ______

answer

closing more sales and building better customer relationships

question

Sales applicants are typically not tested for ______

answer

accounting skills

question

Why are many companies using e-learning to conduct sales training programs

answer

E-learning cuts training costs

question

A salesperson's compensation plan is typically made up of several elements-a fixed amount, ________, expenses, and fringe benefits

answer

a variable amount

question

Which of the following is not one of the four basic types of compensation plans

answer

commission plus bonus

question

Through sales management supervision, salespeople are helped to

answer

"work smart"

question

Through sales management motivation, salespeople are helped to ________

answer

"work hard"

question

Which sales management tool shows a salesperson which customers and prospects to see during the next 12 months and in which months, as well as which activities to carry out

answer

annual call plan

question

Companies are always looking for ways to increase selling time. All of the following are ways to save time to accomplish this goal except which one?

answer

reduce the number of customers each sales rep should see.

question

The fastest-growing sales force technology tool is _______

answer

the Internet

question

Which of the following is not a part of sales force automation systems frequently used by salespeople?

answer

time-and-duty analysis software

question

Three common techniques sales managers use to boost sales force morale include the organizational climate, sales quota, and positive

answer

incentives

question

Your sales force is able to easily assess their opportunities within the firm. This feeling describes your firm's ______

answer

organizational climate

question

Which of the following is a potential drawback of using Web-based technologies to make sales presentations and service accounts

answer

the system can intimidate some clients and salespeople, making them uncomfortable with the process

question

Management sets standards that state the amount each salesperson should sell and how sales should be divided among the company's products with _______

answer

sales quotas

question

A salesperson's _____ is often related to how well he or she meets a set quota.

answer

compensation

question

Which of the following is an example of a positive incentive that management might use to motivate the sales force

answer

sales meetings

question

Of the following tools that are commonly used, which one is the most important for management to use in evaluating salespeople

answer

sales reports

question

A _______ is a salesperson's write-up of his or her completed sales activity

answer

call report

question

The selling process consists of several steps that the salesperson must master, focusing on the goals of ______ and _______ from them

answer

getting new customers; obtaining orders

question

The first step in the selling process is ____

answer

prospecting

question

Prospecting is the step in the selling process in which the salesperson

answer

identifies qualified potential customers

question

The step that follows pre-approach in the selling process is _____

answer

approach

question

The prospecting step in the selling process includes identifying and ______ the prospects

answer

qualifying

question

Which of the following is the least relevant characteristics that a salesperson should consider when qualifying a prospect

answer

longevity in the market

question

The salesperson meets the customer for the first time in the ______ step of the selling process

answer

approach

question

Which type of salesperson fits best with today's relationships marketing focus and solutions approach

answer

problem-solver salesperson

question

The qualities that buyers like most in salespeople include empathy, honesty, dependability, thoroughness, follow-through and

answer

good listening

question

The qualities buyers' dislike most in salespeople include all except which of the following

answer

being too early for an appointment

question

Salespeople can now take advantage of technologies such as CDs, DVDs, handheld computers, and laptop computers to enhance the _____ step of the selling process.

answer

presentation and demonstration

question

A salesperson should seek out hidden objections, ask the buyer to clarify any objections, take objections as opportunities to provide more information, and ________

answer

turn the objections into reasons for buying

question

The step of _____ is difficult for some salespeople because they lack confidence, feel guilty about asking for an order, or may not recognize the right time to ask for an order

answer

closing the sale

question

Salespeople should be trained in recognizing ______ signals from the buyer, which can include physical actions such as leaning forward and nodding or questions about prices and credit terms

answer

closing

question

Which step in the sales process is key if the salesperson wants to ensure customer satisfaction and repeat business

answer

follow-up

question

As described in your text, the seven steps of the selling process are all ______ oriented

answer

transaction

question

______ consists of short-term incentives to encourage the purchase of sale of a product or service. This offers reasons to buy it now

answer

Sales promotion

question

Sales promotions can be targeted toward all but which of the following

answer

investors

question

Pressure to increase current sales, less differentiated brands, declining advertising efficiency, and increasingly deal-oriented customers are all factors contributing to the

answer

growth of sales promotion

question

The growing use of sale promotion has resulted in _____

answer

promotion clutter

question

Consumer promotions are usually used together with _____

answer

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