Chapter 2

After defining the business mission, what should a firm do next to develop a marketing plan? A. Conduct an STP analysis. B. Perform a situation analysis. C. Develop a positioning strategy. D. Select a target market. E. Implement the four Ps.

B. Perform a situation analysis.

Lionel is asked to conduct an STP analysis for his firm. The first step he should perform in this analysis is to: A. develop a business mission statement. B. choose the best target markets. C. reposition existing segments. D. divide the marketplace into subgroups. E. conduct a SWOT analysis.

D. divide the marketplace into subgroups.

Carla has been directed by her regional marketing manager to cut prices on seasonal items, submit an ad in the local paper, and tell distributors to reduce deliveries for the next month. Which step of the strategic marketing planning process is Carla engaged in? A. evaluate performance. B. define the business mission. C. situation analysis. D. implement marketing mix and resources. E. identifying and evaluating opportunities.

D. implement marketing mix and resources

A former advertising campaign for Geico Insurance used the slogan, "So easy, even a caveman could do it" to emphasize the ease of buying insurance on Geico's website. This campaign was part of Geico's: A. mission statement. B. market segmentation plan. C. product strategy. D. customer excellence strategy. E. positioning strategy.

E. positioning strategy.

Marketers who design and offer new products and services to their existing customers are pursuing a _________________ growth strategy. A. product proliferation B. market development C. market penetration D. diversification E. product development

E. product development

Taking steps to encourage customer loyalty is one way to: A. test new products. B. promote efficiency. C. sustain an advantage over competitors. D. develop new pricing strategies. E. improve supply chain effectiveness.

C. sustain an advantage over competitors.

In mid-2010, Hewlett-Packard Company (HP) acquired Palm Computing, Inc., a manufacturer of personal devices and smart phones. Before deciding to acquire the company, strategic planners at HP spent time thinking about how Palm and HP would "fit" together, and how the acquisition might change HP's core goals and objectives. The strategic planners were engaged in the ___________________ step of the strategic marketing planning process. A. Situation analysis B. Implement marketing mix and allocate resources C. Identify and evaluate opportunities D. Evaluate performance E. Define the business mission

E. Define the business mission

Which of the following is NOT one of the four overarching strategies to create and deliver value and to develop sustainable competitive advantage? A. Locational excellence B. Customer excellence C. Operational excellence D. Product excellence E. Planning excellence

E. Planning excellence

Fourteenth National Bank prides itself on offering better service than any of its competitors. If this is accurate, and if customers recognize and value Fourteenth National's superior service, the bank creates and delivers value through: A. promotional excellence. B. product excellence. C. operational excellence. D. global excellence. E. customer excellence.

E. customer excellence.

Many of today's college graduates will make their livings providing goods and services to "baby boomers," the large group of Americans born in the period after World War II. Baby boomers are a ______________________ market segment. A. psychological B. behavioral C. social D. product-based E. demographic

E. demographic

Firms achieve ______________ through efficient procedures and excellent supply chain management. A. customer excellence B. locational excellence C. customer loyalty D. value-based pricing E. operational excellence

E. operational excellence

Samantha is charged with assessing her company's external environment as part of a SWOT analysis. Samantha will study her company's: A. strengths. B. opportunities. C. strengths and weaknesses. D. weaknesses. E. opportunities and threats.

E. opportunities and threats.

For many years, because of the size of the U.S. economy, domestic companies ignored international markets, preferring instead to develop new product offerings for existing customers. These companies were pursuing a ___________________ strategy. A. market penetration B. market development C. segment development D. diversification E. product development

E. product development

Singapore Airlines seeks to differentiate itself from competing airlines, in part through innovative design of its airplane seats and in-flight entertainment systems. Through continuous innovation in these areas, Singapore Airlines is pursuing a _______________ macro strategy. A. customer excellence B. global excellence C. locational excellence D. operational excellence E. product excellence

E. product excellence

Suppose your university made a sizable investment in its career services--additional counselors, increased efforts to bring in recruiters, and other services aimed at helping students to find jobs. This investment would enhance the university's ________________ in an attempt to create value for students and recent graduates. A. segmentation strategy B. place strategy C. locational excellence strategy D. diversification strategy E. product strategy

E. product strategy

Kathy reviews her division's quarterly results and sees that some units exceeded goals while others did not. Next, she will attempt to determine why performance of the different units varied, and whether the variation: A. created a net benefit or loss. B. should be reported to senior executives or not. C. was consistent with the company's mission statement. D. offers opportunities for diversification. E. was due to factors within or outside the firm's control.

E. was due to factors within or outside the firm's control.

A mission statement describes the specific actions a firm will take to achieve its goals. True False

False

Duke's is a surfer-themed restaurant chain in Hawaii. Most of its customers are tourists. In a SWOT analysis for Duke's, the possibility that the recession might cut back on tourism in Hawaii would be considered a Weakness. True False

False

Firms are typically more successful when they focus on opportunities that build on their competitors' strengths. True False

False

Firms decide how to allocate resources to their various products and services during the STP step of the marketing planning process. True False

False

Isaac is looking for ways to offer new goods and services to his existing customers. He is pursuing a market development strategy. True False

False

Product penetration is one of the four major growth strategies. True False

False

STP refers to segmentation, testing, and promotion. True False

False

The "Implement Marketing Mix" step of the strategic marketing planning process is part of the control phase. True False

False

The components of a SWOT analysis are Strengths, Weaknesses, Opportunities and Tactics. True False

False

The marketing planning process always proceeds sequentially through the five steps. True False

False

Price should be based on the value that the customer perceives. True False

True

Relative market share is an example of a marketing metric. True False

True

Sandisk's MP3 player product line (called the Sansa) has a low relative market share. The MP3 player market is expected to decline over the next few years. In BCG portfolio analysis, the Sansa would be considered a dog. True False

True

Strong supplier relations and efficient supply chains help firms such as Walmart to achieve operational excellence. True False

True

iTunes software is often credited for the success of the Apple iPod MP3 player, because it made the iPod easier to use than competing players, and was difficult for competitors to duplicate. This is an example of a sustainable competitive advantage. True False

True

Craig sees that his company's quarterly sales and profits are significantly above projections and says, "That's great. Let's keep doing what we've been doing." Craig is ignoring the _______________ step of the marketing planning process. A. Evaluate Performance B. Define the Business Mission C. Situation Analysis D. Implement Marketing Mix and Resources E. Identifying and Evaluating Opportunities

A. Evaluate Performance

One example of a customer loyalty program is: A. a "frequent diner" card at a restaurant, offering a free appetizer for every $100 in food purchases. B. a quantity discount offered for large purchases at an office supply store. C. all of these. D. an "everyday low price" policy on all products at a grocery store. E. an extensive customer service training program for new employees at a hair salon.

A. a "frequent diner" card at a restaurant, offering a free appetizer for every $100 in food purchases.

When Ramona, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the Ritz-Carlton, she was exhausted and her suit was wrinkled from her ten-hour plane trip. The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation. She has been a loyal Ritz-Carlton customer ever since. In this example, Ritz-Carlton demonstrated the macro strategy of: A. customer excellence B. operational excellence C. product excellence D. promotional excellence E. global excellence

A. customer excellence

Understanding the causes of performance, regardless of whether that performance exceeded, met, or fell below the firm's goals: A. enables firms to make appropriate adjustments. B. allows managers to demonstrate their effectiveness. C. offers insights into value-based pricing. D. should be followed by eliminating underperforming SBUs. E. allows firms to better assess customer loyalty.

A. enables firms to make appropriate adjustments.

When pursuing a market development strategy, expanding into international markets is generally: A. more risky than expansion in domestic markets. B. impossible due to negative attitudes about American products. C. executed with the help of international trade subsidies. D. simplified by creating new products for export markets. E. the only option offering substantial opportunities for growth.

A. more risky than expansion in domestic markets.

For many years, Southwest Airlines distinguished itself as the low-cost airline. Now, many other low- cost competitors have entered the market. Similarly, Southwest was one of the first airlines to offer online ticketing. Now, all airlines have online ticketing. These examples suggest that: A. no single strategy is likely to be sufficient to build a sustainable competitive advantage. B. situation analysis is a continuous process. C. customers rarely remain loyal to companies. D. product excellence is the only true source of a sustainable competitive advantage. E. innovation is pointless because competitors will develop copycat offerings.

A. no single strategy is likely to be sufficient to build a sustainable competitive advantage.

When conducting a SWOT analysis, in what phase of the strategic marketing process is an organization presently engaged? A. planning B. implementation C. control D. segmentation E. metrics

A. planning

Maryam called her auto insurance agent to renew her policy. The agent told her about new types of insurance that are now available--to cover her apartment, or even the engagement ring she just got from her fiancé. The agent was pursuing a ____________________ growth strategy. A. product development B. market development C. market penetration D. diversification E. product proliferation

A. product development

Fernando was thrilled to find out that his company had just decided to invest a great deal of money in the product he was managing. He knows that even with its recent high rate of growth and the fact that it dominates its market, he would need more money to establish it firmly. Using the BCG portfolio analysis, his product would be classified as a(n): A. star. B. cash cow. C. question mark. D. dog. E. anchor.

A. star.

After identifying various market segments that her company could pursue, Lisa evaluated each segment's attractiveness based on size, income, and accessibility. Lisa was involved in: A. target marketing. B. situation analysis. C. diversification. D. positioning. E. market penetration estimation.

A. target marketing.

When positioning products relative to competitors' offerings, firms typically are most successful when they focus on opportunities: A. that build on their strengths relative to those of their competitors. B. for diversification. C. in international markets. D. where value-based pricing can be ignored. E. where customer excellence can be substituted for product excellence.

A. that build on their strengths relative to those of their competitors.

Heather has been assessing a number of her firm's products using the Boston Consulting Group approach to portfolio analysis. She has been trying to assess the strength in a particular market and is looking at the sales of the product and the overall market as well as the sales of competitors. Heather is trying to determine: A. the product's relative market share. B. the market growth rate. C. a source of competitive advantage. D. the impact of population shifts on future demand. E. cash equivalent values for each product.

A. the product's relative market share.

Manufacturers who use just-in-time manufacturing systems coordinate closely with suppliers in order to ensure that materials and supplies arrive just before they are needed in the manufacturing process. While just-in-time systems can offer major advantages in terms of inventory costs, they must be carefully managed. If a firm found that its just-in-time system was badly managed, leading to frequent manufacturing delays due to missing parts, this would represent a ____________________ in a SWOT analysis. A. weakness B. opportunity C. threat D. strength E. business mission

A. weakness

Customer retention programs are based on what concept? A. Customer excellence is the easiest macro strategy to follow. B. Customer relationships should be viewed from a lifetime value perspective. C. It is important to maximize profits in the first few months of a customer relationship. D. Segmentation, targeting, and positioning analysis should not be rushed. E. Firms must spend large amounts of money to retain customers.

B. Customer relationships should be viewed from a lifetime value perspective.

Which of the following is the third step in the strategic marketing planning process? A. Define the business mission. B. Identify and evaluate opportunities. C. None of these. D. Implement marketing mix and allocate resources. E. Situation analysis.

B. Identify and evaluate opportunities.

Some universities offer online degree programs, competing with traditional colleges based on the convenience of taking online courses. These online programs are pursuing which macro strategy? A. Customer excellence B. Locational excellence C. Operational excellence D. Product excellence E. None of these

B. Locational excellence

In 2006, Walmart announced that it would begin selling organic food products. In doing so, Walmart was probably trying to: A. gain government subsidies. B. attract a different market segment. C. reduce its costs. D. save the environment. E. offset cost-based pricing pressure.

B. attract a different market segment.

In BCG portfolio analysis, products in low-growth markets that have received heavy investment and now have excess funds available to support other products are called: A. stars. B. cash cows. C. question marks. D. dogs. E. anchors.

B. cash cows.

A __________________ growth strategy employs the existing marketing offering to reach new market segments. A. product proliferation B. market development C. market penetration D. diversification E. product development

B. market development

H&R is a small, local heating and air conditioning business. The area military base is a potential source of growth, and H&R already installs and services the type of equipment the military would require, but it is difficult to get established as a certified government contractor. H&R is considering a _______________ growth strategy. A. product proliferation B. market development C. market penetration D. diversification E. product development

B. market development

Many states create licensing requirements for a variety of professionals (such as lawyers and accountants) designed to restrict entry into their market by professionals from other states. This strategy limits _________________ growth strategies. A. product proliferation B. market development C. market penetration D. diversification E. product development

B. market development

Quitman Enterprises sells its business language dictionary to college students throughout the United States. Joseph Quitman, the owner, wants to start selling the book to international students abroad. Quitman wants to pursue a ___________________ growth strategy. A. product proliferation B. market development C. market penetration D. diversification E. product development

B. market development

For U.S. businesses with strong export capabilities, expansion of U.S. trade agreements with other countries creates: A. weaknesses. B. opportunities. C. strengths. D. threats. E. strategic plans.

B. opportunities.

E-books, in addition to being an alternative product form, provide _________________ value creation since they can be downloaded via the Internet immediately when they are needed. A. product B. place C. promotion D. price E. primary

B. place

In most companies, marketing resource allocation decisions are made at the SBU or ______________ level of the firm. A. corporate B. product line C. customer care D. sales representative E. accounting

B. product line

After conducting STP analysis for her custom auto parts store and developing strategies for each of the four Ps, Monique now has to make ________________ decisions. A. competitive response B. resource allocation C. product line D. market growth E. mission statement

B. resource allocation

Some banks have begun offering special accounts designed to attract junior high school students. These kids save in such small amounts that the accounts cost banks more to maintain than they are worth. But bankers know that consumers are creatures of habit and hope that the young people they serve now will become adult customers. These banks recognize: A. that operational excellence is an important macro strategy. B. the lifetime value of customers. C. that product excellence leads to loyal customers. D. the importance of making decisions based on short-term results. E. that as long as customers bring in some revenue, costs do not matter.

B. the lifetime value of customers.

Using the BCG portfolio analysis, a "dog" should be phased out unless: A. its marketing manager is a champion of the product. B. additional resources could increase its relative market share slightly. C. it complements or boosts the sales of another product. D. the market has a small chance of rebounding. E. none of these. Dogs should be phased out.

C. it complements or boosts the sales of another product.

Abercrombie & Fitch, a hip clothing retailer, includes a "SHARE" link on the product pages of its website. This link encourages an Abercrombie customer to post a link (perhaps showing a new style of jeans) on Facebook or Twitter. Abercrombie & Fitch hopes that the customer's friends (who are probably very much like current customers) will click the link, visit the page, and make purchases. This is an example of a _________________ growth strategy. A. product proliferation B. market development C. market penetration D. diversification E. product development

C. market penetration

Adrienne decides to add new sales representatives and increase advertising in her existing market for her current line of security systems. Adrienne is pursuing a _______________ growth strategy. A. segment development B. market development C. market penetration D. diversification E. product development

C. market penetration

Most banks now have customer relationship software which, when a customer contacts the bank, tells the service representative what types of accounts, loans, and credit cards the customer currently has. Service representatives use this information to sell some of the other services the bank currently offers to these customers. This is a _______________ growth strategy. A. product proliferation B. market development C. market penetration D. diversification E. product development

C. market penetration

In a SWOT analysis, increasing gasoline prices would represent a potential ____________________ for manufacturers of electric cars. A. weakness B. threat C. opportunity D. operational advantage E. locational advantage

C. opportunity

"Effective marketing doesn't just happen." It is: A. promoted through STP analysis. B. possible only for seasoned marketing executives to achieve. C. planned. D. introduced through control phase SBUs. E. the result of competitor's failures.

C. planned.

LeBron James, Alex Rodriguez, and other athletes are paid huge sums of money by companies for celebrity endorsements. If, endorsements by these athletes create a clear understanding among consumers of the companies' products, they can help with the firm's __________________ strategy. A. product excellence B. targeting C. positioning D. segmentation E. customer excellence

C. positioning

Imagine that you are in a convenience store choosing your favorite "comfort" food instead of being in a classroom taking this test. You might notice the packaging, colors, labels, even the fonts used on labels. All of these efforts are part of the marketer's: A. value-based promotions. B. market segmentation. C. positioning strategy. D. customer excellence strategy. E. target market.

C. positioning strategy.

Many small businesses whose competitors are national franchises advertise "we are locally owned" or "we have been here since 1951." This is part of these firms': A. business mission. B. market segmentation strategy. C. positioning strategy. D. customer excellence strategy. E. target market.

C. positioning strategy.

A(n) ________________ is a group of products that consumers may use together or perceive as similar in some way. A. SBU B. STP C. product line D. market segment E. promotional service

C. product line

Google and other search engines allow marketers to bid to have their ads shown when consumers search on keywords related to the firm's products. These marketers are attempting to create value through ______________. . A. product B. price C. promotion D. place E. cost-based

C. promotion

Which of the following is NOT one of the four major growth strategies marketers typically utilize? A. market penetration B. market development C. segment development D. diversification E. product development

C. segment development

As part of her company's SWOT analysis, Valerie is assessing the company's internal environment, including: A. strengths. B. opportunities. C. strengths and weaknesses. D. threats. E. opportunities and threats.

C. strengths and weaknesses.

Even when large discount retailers enter a market, a few small, local retailers survive and prosper. These small retailers have probably developed a(n) _____________ that allows them to survive. A. advertising campaign B. plan to evaluate results C. sustainable competitive advantage D. set of performance metrics E. SWOT analysis

C. sustainable competitive advantage

In value-based marketing, promotion communicates the: A. targeted solution. B. operational excellence strategy. C. value proposition. D. relative market value. E. target market definition.

C. value proposition.

__________________ involves the process of defining the marketing mix variables so that target customers have a clear, distinctive understanding of what a product does or represents in comparison with competing products. A. Targeting B. Market segmentation C. A sustainable competitive advantage D. Positioning E. A customer excellence strategy

D. Positioning

3M involves its customers in the process of developing new products. In this way, it can benefit from current customers' insights and develop new products that will meet these customers' needs. 3M is pursuing a ___________________ growth strategy. A. Diversification B. Market development C. Market penetration D. Product development E. Product penetration

D. Product development

Over the last few months, Juan and his colleagues have analyzed the current business situation, and then identified target markets for his firm's personal care products. Finally, they developed the products, prices, distribution and promotion that should appeal to each of those target markets. In doing so, Juan has also identified what he believes is an advantage his competitors cannot match. Juan and his colleagues have been developing: A. a business mission statement B. a strategic vision C. team-building exercises D. a marketing strategy E. competitive assessments

D. a marketing strategy

Nordstrom's, an upscale department store, has a well-known reputation for going the extra mile to serve its customers. This reputation for excellent customer service has probably resulted in: A. product design excellence. B. mission statement satisfaction. C. sustainable price decreases. D. a sustainable competitive advantage. E. producer excellence.

D. a sustainable competitive advantage.

Zara is a women's clothing retailer headquartered in Spain, with stores located in many countries. Zara has developed a "quick response" system that allows store merchandise to be adjusted rapidly to fit changing customer preferences. Every aspect of Zara's operation is optimized for this system, making it difficult for competitors like The Gap to duplicate. Zara has established: A. customer loyalty. B. locational excellence. C. a diversification growth strategy. D. a sustainable competitive advantage. E. a related diversification opportunity.

D. a sustainable competitive advantage.

Marketers want their firms to develop excellent supply chain management and strong supplier relations so they can: A. persuade stores to refuse to carry competitors' products. B. use their power within the supply chain to force weaker firms to accept less favorable pricing. C. control prices and lock in margins. D. create a sustainable competitive advantage. E. justify charging higher prices than competitors do.

D. create a sustainable competitive advantage.

Anita has gone to the same hair salon for the past ten years. She believes that her stylist, the salon owner, does a better job of cutting and styling her hair than anyone else could. Other salons have opened closer to Anita's home, some offering more plush facilities or lower prices, but she isn't tempted to switch. Anita's attitude toward the salon is an example of: A. a sustainable competitive advantage. B. a customer retention program. C. an opportunity, in SWOT analysis. D. customer loyalty. E. the benefits of a locational excellence strategy.

D. customer loyalty.

Introducing newly developed products or services to a market segment the company is not currently serving is called: A. product development B. market development C. market penetration D. diversification E. product proliferation

D. diversification

Sodexo is a corporation that manages school cafeterias, university dining halls, mess halls at military bases, concession stands at sports arenas, and other large-scale food service facilities. If Sodexo were to begin to sell individual frozen meals in supermarkets, it would be pursuing a ________________ growth strategy. A. product development B. market development C. market penetration D. diversification E. product proliferation

D. diversification

Most banks implement customer retention programs aimed at their best customers. They do this because they know that retaining customers usually results in: A. a product development growth strategy. B. an operational advantage. C. opportunities for diversification. D. increased long term profits. E. more clearly defined market segments.

D. increased long term profits.

The strategic marketing planning process: A. is a five-step process that should always be completed in order. B. is frequently used in reverse. C. begins with establishing specific, measurable outcomes. D. is not always sequential. E. forces marketing managers to think rationally.

D. is not always sequential.

To determine how attractive a particular market is in using the BCG portfolio analysis, ____________________ is established as one axis. A. competitive intensity B. sales dollars C. market size D. market growth rate E. market profit potential

D. market growth rate

The first objective in the Evaluate Performance phase of the marketing planning process is to: A. determine whether to raise or lower prices. B. adjust advertising allocations. C. find ways to cut costs. D. review implementation programs and results using metrics. E. consider changing the target market.

D. review implementation programs and results using metrics.

The automobile manufacturing industry closely watches annual consumer satisfaction surveys. For years, Japanese car companies consistently had the highest levels of customer satisfaction, creating a ________________ for these companies. A. strategic marketing plan B. clear mission statement C. cost advantage D. sustainable competitive advantage E. diversification strategy

D. sustainable competitive advantage

For years, when considering new products, marketers at Celestial Seasonings asked themselves, "What would Stacy think?" Stacy was a fictional character representing 25-50 year old, educated, upper- income women who rarely watched television but did a lot of reading. "Stacy" represented Celestial's primary: A. demographic segment. B. positioning. C. SBU. D. target market segment. E. sustainable competitive advantage.

D. target market segment

In 2006, Ford Motor Company announced it would severely cut back automobile production. For parts companies supplying Ford Motor, this represented a(n): A. weakness. B. opportunity. C. strength. D. threat. E. strategic plan.

D. threat.

In order to effectively communicate value to target markets, marketers must first: A. consider the cost of alternative media. B. use the Internet. C. redesign ads to meet media specifications. D. understand their customers. E. hire the right ad agency.

D. understand their customers.

To build a sustainable competitive advantage, companies should focus on a single strategy. True False

False

It is not always necessary to go through all the steps in the marketing planning process. True False

True

Which of the following is LEAST likely to provide a sustainable competitive advantage? A. Lowering prices. B. Having a well-known brand name. C. Achieving high levels of customer satisfaction. D. Using patented technology. E. Creating an efficient supply chain.

A. Lowering prices.

Geraldo manages the electrical turbine engine division of General Electric Corporation. He makes most decisions independently, without consulting headquarters. Geraldo manages a strategic business unit. True False

True

When discussing the marketing planning process, STP stands for: A. Strategies, tactics, and plans. B. Strategize, target, and promote. C. Segmentation, targeting, and positioning. D. Situation analysis, trend spotting, and planning. E. Sustaining, trending, and positioning.

C. Segmentation, targeting, and positioning.

When a pharmaceutical company develops a new medication, it typically applies for a patent in order to prevent competitors from developing copycat products for several years. Pharmaceutical companies apply for patents in order to establish: A. an operational excellence macro strategy. B. a market penetration growth strategy. C. a sustainable competitive advantage. D. an efficient supply chain. E. all of these.

C. a sustainable competitive advantage.

The idea of value-based marketing requires firms to charge a price that: A. covers costs and generates a modest profit. B. includes the value of the effort the firm put into the product or service. C. captures the value customers perceive that they are receiving. D. prioritizes customer excellence above operational excellence. E. matches competitors' prices.

C. captures the value customers perceive that they are receiving.

If a firm wants to develop a sustainable competitive advantage, it should: A. begin an aggressive campaign to buy up competitors. B. copy the innovative features of other firms that are attractive to customers. C. examine its operations and customer relations to identify significant things competitors cannot easily copy. D. increase its marketing budget so that it outspends its competitors. E. arrange to meet with competitors to discuss how to avoid direct competition.

C. examine its operations and customer relations to identify significant things competitors cannot easily copy.

Lamar owns four dry cleaning stores in the suburbs of Orlando, Florida. He recently updated his STP analysis, and has just finished adjusting his marketing mix based on the STP results. His next strategic marketing decision will likely involve: A. how Disney World crowds will impact his business. B. which employees to promote or fire. C. how to allocate resources among his four stores. D. what new government regulations might create opportunities or threats. E. when to shift from a customer excellence to an operational excellence strategy.

C. how to allocate resources among his four stores.

A regional manager at GNC, a chain of retail stores selling nutritional supplements, is reviewing sales data after a recent in-store promotion. The data show success in some stores and limited response in others. The manager will probably next review the company's: A. financial statements, to investigate current and past profits. B. brand awareness study, to assess national levels of awareness. C. implementation programs, to see if the promotion was handled consistently in the different stores. D. results for other product lines, to see how important diet products are to the firm. E. analysis of national trends in vitamins and herbal supplements, to help predict future sales.

C. implementation programs, to see if the promotion was handled consistently in the different stores.