BUS 100 TEST 3 #WCC

Which of the following is a part of the marketing concept?

A CONSUMER ORIENTATION

In coming years, high tech growth areas such as computers, biotechnology, and robots are likely to experience a:

A SHORTAGE OF SKILLED LABOR

The ultimate resource of a firm is its:

EMPLOYEES

Which of the following statements is the best description of how scientific management viewed employees?

EMPLOYEES ARE LIKE MACHINES THAT MUST BE PROGRAMMED TO PERFORM IN A CERTAIN WAY

The Hawthorne studies were conducted by ____________ and his colleagues from Harvard University.

Elton Mayo

A bank's product line may include safety deposit boxes, car loans, and traveler's checks.

FALSE

During the early 1900s, businesses emphasized learning as much as possible about their customers and doing everything to satisfy them.

FALSE

Elton Mayo conducted studies know as the Hawthorne Studies and became known as the father of scientific management.

FALSE

Frederick Taylor based his approach on the belief that each worker was an individual who should be treated as a unique asset to the firm.

FALSE

HR is focused on issues directly related to a person's job and with things that happen at work, as opposed to concerns that may affect one's work such as elder care and child care, but are not directly related to work.

FALSE

Historically, managers were less concerned about productivity and more concerned with friendly relations with coworkers.

FALSE

In order for product differentiation to be effective, real product differences must be identified so that one product is clearly better than others.

FALSE

Membership in industrial unions was strictly limited to skilled craftspeople.

FALSE

Most firms have trouble implementing the structural changes required by the Americans with Disabilities Act.

FALSE

Once an organization surveys the consumer's wants and needs, has designed a group of products to meet those needs, and begun to market them in stores, the organization is assured of success.

FALSE

The Americans With Disabilities Act protects people who are born with physical disabilities, exclusively, but not those who acquire disabilities later in life.

FALSE

The critical component of a total product offer is always a low price.

FALSE

The federal government has to minimized its role in human resource management.

FALSE

The main objectives of organized labor, better wages and shorter hours, have remained remarkably stable over time.

FALSE

The primary focus of marketing today is on selling and advertising.

FALSE

The process by which a union is recognized by the NLRB as the authorized bargaining agent for a group of workers is called collective bargaining.

FALSE

The term product line describes the combination of product mixes offered by a manufacturer.

FALSE

Today labor unions have seen a revitalization of support and union membership has increased significantly.

FALSE

Today's workers place a lower priority on leisure time than they did in the past.

FALSE

Today, human resource management is viewed as a clerical function of keeping personnel records and processing payroll.

FALSE

Very few experienced employees have skill and knowledge that is considered a higher level than what they use at their jobs.

FALSE

When unhappy employees leave a company, the firm normally ends up benefiting financially.

FALSE

_________________ was the father of scientific management.

FREDERICK TAYLOR

A mediator has the power to impose a binding settlement on labor and management.

False

Elise is the manager in the finance department for a company that competes in a service industry. If her company is like most contemporary firms, Elise will leave almost all aspects of human resource functions to specialists in the human resource department.

False

Frederick Taylor's goal was to find ways to improve worker motivation by making work more interesting and challenging.

False

From a strategic marketing viewpoint, a total product offer includes all of the tangible attributes of a good or service, and excludes any intangible attributes.

False

Sales of generic products are decreasing because consumers prefer the higher quality of the nationally known brands.

False

Since motivation comes from within an individual, there is little that managers can do to help motivate employees.

False

The Hawthorne studies concluded that productivity at work seldom changed, but an employee's attitude could show significant improvement if he/she were given the opportunity to think critically at work.

False

The effectiveness of the EEOC has been limited because Congress never gave it any authority to enforce its mandates.

False

Wally Tormach is a professional house painter. During busy periods, he often hires college students as helpers on his jobs. Wally tells his helpers that he has determined the most efficient way to paint a house and he expects them to follow his instructions exactly. Wally's approach is consistent with the ideas of:

Frederick Taylor.

_____________ is the process of evaluating human resource needs and then recruiting, selecting, developing, motivating, evaluating, compensating, and scheduling employees to achieve organizational goals.

Human resource management

The greatest marketing need firms sought during the production era was for:

LESS EXPENSIVE DISTRIBUTION AND STORAGE

________ is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.

Marketing

A firm's marketing mix consists of 4 major components, which are generally referred to as the four:

P'S

During the ________ era, the prevalent business philosophy turned from an emphasis on production to an emphasis on advertising and selling.

SELLING

Which of the following statements about human resource management opportunities and challenges is most accurate?

SHIFTS IN THE ECONOMY HAVE LED TO A HUGE POOL OF SKILLED AND UNSKILED WORKERS FROM DECLINING INDUSTRIES THAT ARE EITHER UNEMPLOYED OR ARE UNDEREMPLOYED

A card check is a method of openly soliciting signatures in favor of the organization of a union.

TRUE

A single product line may contain several competing brands.

TRUE

Although workers and managers often know that their firm has a policy against sexual harassment, they seldom have a clear understanding of what the policy actually says.

TRUE

Congress has given the Equal Employment Opportunity Commission broad powers to issue guidelines for acceptable employer behavior concerning employment opportunities.

TRUE

During the selling era, businesses turned from an emphasis on production to an emphasis on selling.

TRUE

Extrinsic rewards are those that are given to a person by someone else.

TRUE

Fast-food organizations must constantly monitor all sources of information for new product ideas.

TRUE

Firms use brand managers or brand teams to give them greater control over both new-product development and product promotion.

TRUE

In 1955, after the passage of the Taft-Hartley Act, the AFL and CIO merged to create the AFL-CIO.

TRUE

In 1997, the Supreme Court ruled that same sex harassment is prohibited by sexual harassment laws.

TRUE

In the production era the greatest marketing need was for distribution and storage.

TRUE

Low prices can often help retailers create an attractive total product offer.

TRUE

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have a value for customers, clients, partners, and society at large.

TRUE

Motivation is the drive to satisfy a need.

TRUE

One challenge faced by today's human resource managers is the fact that workers overseas often work for lower wages and are subject to fewer laws and regulations.

TRUE

One function of effective packaging is to attract the attention of consumers.

TRUE

One of the challenges facing today's human resource managers is a shift in the age distribution of the labor force, including aging baby boomers, many of whom are deferring retirement.

TRUE

One of the things that labor is interested in is fair and competent management.

TRUE

Outspoken critics of today's labor unions believe that these organizations have lost their focus. They contend that they no longer represent the rights of workers, as much as they are concerned with the vitality and strength of the union itself.

TRUE

Placing a product in a location where people will buy it is part of the marketing mix.

TRUE

Price, store surroundings, service, and brand name are all elements that consumers evaluate in a total product offer.

TRUE

Scientific management became the dominant strategy for improving productivity during the early 1900s.

TRUE

Setting a price for the product or service is one element of the marketing mix.

TRUE

The Civil Rights Act of 1991 gave victims of discrimination the right to seek punitive damages from the firms that discriminated against them.

TRUE

The Norris-LaGuardia Act prohibited courts from issuing injunctions against nonviolent union activities.

TRUE

The Taft-Hartley Act gave more power to management.

TRUE

The concept engagement is used to describe the level of passion and motivation that a person has about their work.

TRUE

The marketing concept emphasizes that everyone from the president of the firm to the delivery people should be customer oriented.

TRUE

The number of sexual harassment complaints filed with the Equal Employment Opportunity Commission has leveled off since 2000.

TRUE

To satisfy consumers managers must learn to listen better than they do now and to adapt constantly to changing market demands.

TRUE

When consumers calculate the value of a product, they look at the benefits and then subtract the cost.

TRUE

A craft union is an organization of skilled specialists in a particular craft or trade.

True

A product line is a group of products that are physically similar or are intended for a similar market.

True

Brand managers have direct responsibility for all the elements of the marketing mix for a particular brand or product line.

True

Changes in packaging can transform the product in the minds of consumers and open larger market opportunities.

True

Designing a want-satisfying product is part of the marketing mix.

True

In the evolution of marketing, the production era assumed an unlimited market.

True

Labor unions played a major role in establishing minimum wage laws, child-labor laws, and improvements in job safety.

True

Mike's Auto Repair works hard to find out what customers want and how to best meet their needs. Based on feedback from customers, Mike now provides a written estimate before any work is done, offers a more comprehensive guarantee than competitors, and calls customers after servicing their cars to make sure they are satisfied. These efforts suggest Mike is applying the concepts of customer relationship management.

True

Sales representatives at the HomeWork Helper Appliances Store work hard to develop a close relationship with their customers and to provide satisfaction even after the sale. These efforts by HomeWork Helper's sales personnel are part of the marketing process.

True

Scientific management became the dominant strategy for improving productivity during the early 1900s.

True

The Knights of Labor was the first truly national labor organization in the United States.

True

The activities of marketers depend on what needs to be done to satisfy consumer wants and needs, in other words, helping the buyer buy.

True

The appropriate term for employees whose skills and knowledge go beyond their current work environment and work responsibilities are underemployed workers.

True

The benefits provided by a brand name for a buyer include reduced search time, prestige, and quality assurance.

True

The sense of satisfaction you get when you achieve an important goal is an intrinsic reward.

True

Title VII of the Civil Rights Act of 1964 prohibits discrimination in hiring, firing, or compensation, based on race, religion, creed, sex, or national origin.

True

Today, human resource management has become so important that in many firms it has become:

a function performed by managers in all areas of the organization.

Which of the following is a challenge that is facing the human resource managers of today?

a shift in employees attitude towards work

Which of the following describes a process in which marketers present an accurate description of a new product to potential customers and ask if they find the idea appealing?

concept testing

A comparison of the marketing concept and customer relationship management indicates that customer relationship management:

extends the marketing concept by calling for the firm to learn more about its customers so that it not only satisfies them, but exceeds their expectations over time.

Maureen's supervisor was so impressed by her work that he named her the employee of the month. This praise from her supervisor is an example of a(n) _________ reward.

extrinsic

Rewards that come from someone else in recognition of good work are _________ rewards.

extrinsic

According to Maslow, it is impossible to rank human needs in any logical order.

false

Advertisements in trade journals, private and public employment agencies, college placement offices, and trade associations are internal sources for recruitment.

false

Although their names are similar, brand loyalty and brand equity are unrelated.

false

Car dealers realize that consumers focus exclusively on price and warranty.

false

The marketing concept was used heavily by business when it was first suggested in the 1950s.

false

When unhappy employees leave a company, the firm normally ends up benefiting financially.

false

Reverse discrimination is the term the EEOC uses to refer to activities designed to "right past wrongs" that resulted from discrimination against women and minorities.

false - its whites or males

The tendency for people to behave differently when they know they are being studied is known as the:

hawthorne effect

The personal satisfaction people feel when they have done a job well is a(n) __________ reward.

intrinsic

According to the _________ concept, a firm must (1) find out what customers want and provide it, (2) make sure everyone in the organization has customer satisfaction as an objective, and (3) provide goods and services that will earn a profit.

marketing

The business philosophy of "produce as much as you can because there is a limitless market" is consistent with which of the following marketing eras?

production era

Which of the following marketing eras refers to the time period from our country's first settlers through the early 1900s?

production era

One of the key functions of human resource management is:

recruiting

One of the elements essential to Frederick Taylor's approach to improving worker productivity was:

rules of work.

A basic idea of ___________ was to conduct time-motion studies to find the best way to perform each task, then teach people to use these methods.

scientific management

______________ was the dominant strategy for improving worker productivity during the early 1900s.

scientific management

According to the "Legal Briefcase" box for Chapter 10, the management approach used at United Parcel Service (UPS) is an example of:

scientific management.

New employees at Throneberry Manufacturing are carefully trained to use the most efficient production methods. They are then placed on an assembly line and expected to perform the same task day after day, using the methods they were taught. The work is boring, but the pay is good. Throneberry's approach is consistent with the principles of:

scientific management.

Which of the following describes the marketing era immediately after the development of mass production assembly lines?

selling era

A firm's marketing mix refers to the combination of:

strategies regarding product, price, place, and promotion.

The changes in the American business system that have had the most dramatic impact on the workings of the free enterprise system are the changes in:

the labor force.

The original goal of the Hawthorne studies was to determine:

the level of illumination that was associated with optimum productivity.

Frank and Lillian Gilbreth developed the principle of motion economy, which said that every job could be broken down into a series of elementary motions.

true

Many of the negotiated labor-management agreements in the United States call for the use of an arbitrator to end labor disputes.

true

One goal of the Landrum-Griffin Act was to clean up union corruption.

true

Successful businesses constantly monitor consumer wants and needs.

true

The "blue flu" refers to a situation in which union members (like firefighters) who are not allowed to strike refuse to work by calling in sick.

true

The Age Discrimination in Employment Act permits age limits in professions where it can be established that ability to perform the job declines significantly with age.

true

The human resource function has become so critical that it is now a concern of all managers.

true

The reputation of the manufacturer and the retail store surroundings are considered part of the value enhancers of a total product offer.

true

The results of the Hawthorne studies encouraged researchers to begin studying human motivation and managerial styles that lead to higher productivity.

true

The sources of many grievances include overtime rules, promotions, layoffs, and job assignments.

true

Under an open shop agreement, workers have the option to join or not join a union, if one is present in the workplace.

true

According to the principles of scientific management, the best way to improve productivity is to:

use time-motion studies to find the best method of doing each job, then teach those methods to employees.