Ch. 1 Smart Book

Which two of the following factors have contributed to globalization? - lack of interest in international travel - growth of cottage industries - increase of immigration out of the United States - easier access to transportation - advancement in mobile technology

- easier access to transportation - advancement in mobile technology

According to current trends, which job types are expected to see the most growth? - technology - food service - healthcare - factory work

- technology - food service - healthcare

What term describes the employees of an organization?

human resources

Which customers come from within the company, such as co-workers and supervisors?

internal

What does a learning organization rely on most to attain competitive advantage?

knowledge

What is the best thing a consumer can be armed with to make it difficult for dishonest businesspeople to survive?

knowledge

What is a company doing when it practices offshoring?

moving business functions from one country to another country

Which statement is true about the importance of customers to the success of any business?

Internal and external customers are both important.

Which of the following is an example of networking?

Pico Inc., conducts weekly meetings with suppliers to ensure that all internal operations run smoothly.

The BREXIT firestorm resulted when the ______ decided to exit the European Union.

United Kingdom

What term is used to describe the trend in which businesses have shifted from primarily production and manufacturing to the delivery of services?

service economy

A sales associate in a retail store interacts with vendors, suppliers, store managers, and potential customers who might purchase merchandise from the store. From the given information identify this associate's internal customers.

store managers

Julia was born in the year 1954. What generation does she belong to?

the baby-boomers

What term describes the ability of knowledgeable, capable, and enthusiastic employees to deliver products to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business?

customer service

Which of these statements accurately describes the post World War II service sector in the United States? - More and more workers were pulled into the service sector as demand increased - Fewer and fewer workers were pushed into the service sector as jobs continued to remain steady - Fewer and fewer workers were pulled into the service sector as demand dropped - More and more workers were pushed into the service sector as they lost their jobs

- More and more workers were pulled into the service sector as demand increased

Which countries are part of the North American Free Trade Agreement? - Belgium - France - United States - Mexico - Canada - Argentina

- United States - Mexico - Canada

Which two of the following factors have contributed to globalization? - increase of immigration out of the United States - advancement in mobile technology - lack of interest in international travel - easier access to transportation - growth of cottage industries

- advancement in mobile technology - easier access to transportation

According to the US Bureau of Labor Statistics, which two of these job categories are expected to see the fastest growth over the next few years? - social service - finance - construction - healthcare

- social service - healthcare

Which two of the following are characteristics of the current United States labor force? - less racially diverse - older - more racially diverse - younger

- older - more racially diverse

______ is the term given to the group of people born between 1946 and 1964.

Baby-boom generation

BREXIT refers to the decision by the United Kingdom to leave the

European Union

______ customers are those people outside the organization who purchase or lease products and services.

External

Which of these businesses represents a cottage industry?

George maintains bee hives at his home and sells his honey at local farmer's markets.

When considering aspects of a delivery system, which of the following strategies should a company consider?

Identify customer expectations now and how they may change in the future.

Meredith and Samira work on the same marketing team at Miller's Electronics Corp. They interact with Keith who works for a public relations firm. Keith helps Meredith and Samira coordinate their upcoming event at which Tina, the president of Miller's Electronics will speak. Which of these people is an example of an external customer for Miller's Electronics Corp?

Keith

Identify the business-to-business transaction among the following.

LionShare Inc. procures raw materials from Sky Life LLC.

Which of the following is a reason why more jobs today are likely to develop in major metropolitan areas?

Metropolitan areas offer more access to professional networks and collaborative exchanges.

Which of the following is an example of offshoring?

Mini Comp Inc., shut down its production facility in Belgium and set up a new facility in China.

Nalani's family immigrated to the United States from India. She will graduate from college soon and is excited to find her first career position. What statement accurately describes the work group Nalani is likely to find in the current labor force?

Nalani will likely work with people of diverse ages, races, and ethnic backgrounds.

______ is the process of building relationships and sharing resources both inside and outside of an organization.

Networking

The _____ _____ Free Trade Agreement made it easier for many US-based companies to relocate and send jobs across borders in order to find less expensive labor forces.

North American

Which of the following is an example of telecommuting?

Ruth works from home on Tuesdays and Thursdays and replies to colleagues' queries by phone or e-mail.

Why do organizations go to great lengths to obtain and retain the "right" employees who possess the knowledge, skills, and competencies to professionally serve customers?

These employees are expensive to recruit.

What is an advantage of machines and equipment doing the work instead of people?

They can work 24 hours a day.

Which of the following is a direct result of women earning higher incomes?

Women have more disposable income.

Which of the following is a result of more women entering the workforce?

Women have seen their income levels slowly rise.

Tyler works for a software development company and oversees the organization's customer support processes and compliance to ISO quality standards. The existence of Tyler's role is an example of

a commitment to the service economy

Benson works for a technology company. When he first started, he spent four weeks completing a custom training program and is required to take at least 40 hours of continuing education each year. Benson's company is an example of ______.

a learning organization

When pursuing job candidates, Global Industries employs a rigorous process that includes background checks, social media reviews, and a multi-tiered interview process. This process demonstrates Blank______.

a recognition of the importance of selecting and retaining qualified human resources

What was a key factor in the growth of the service sector in the United States following World War II?

an increase in average incomes created higher demand for services

What term describes the spectrum of companies that market products and services through technology as well as the process through which consumers access them?

e-commerce

What term describes the products or services provided by an organization?

deliverables

In 1984, "Ma Bell" was the giant of the telephone industry; however, the introduction of Blank______ saw the company break up into many smaller communication companies.

deregulation

Which of the following are the most likely areas of customer satisfaction or dissatisfaction? - sales - service - quality - quantity

- service - quality - quantity

Which groups are projected to increase their labor force participation over the next decade? - women between 25 and 54 - white men between 18 and 21 - teenagers under 16 - people over 65

- women between 25 and 54 - people over 65

______ is the manner in which you and other employees treat your customers and each other as you deliver your company's deliverables.

Service

Raj will be graduating in May with a degree in marketing and advertising. He is finding that 90% of the job opportunities in his field are located in urban areas. What statement below might explain his experience with the distribution of job opportunities?

Urban areas provide easier access to peers, suppliers, customers, and the most current business practices.

What factor is the most likely motivation when a restaurant decides to introduce organic options because of research indicating that more people are health-conscious today than ever before?

changing consumer values

What is the term that was adopted in the early days of customer service when many people started small businesses in their homes and bartered products or services with neighbors?

cottage industries

Organizational ______ is made up of subcomponents and is what the customer experiences in an organization.

culture

Subs Above is a sandwich franchise that advertises the fastest preparation and delivery of orders amongst its competitors. The company stresses cooperation and support among employees and donates all of its leftover food to a local food bank. Every employee is trained to make sure these concepts are applied to every order. This reflects the Subs Above organizational

culture

What term describes the feeling of a person whose needs have been met by an organization?

customer satisfaction

Jamal has to upload his finished history paper before a deadline but his home Internet service is not responding. He contacts his service provider and speaks to Mai who is able to resolve his issue. When Mai spoke to Jamal in order to understand and resolve his issue, she was providing _______.

customer service

As the chief economist for the company, it is Beto's job to illustrate shifts in consumer behavior in the various markets the company sells to. The graphs he creates to show this are used to predict future trends. What tool is Beto using to show these consumer behavior shifts?

demand curve

What term describes the removal of government restrictions on an industry?

deregulation

A consumer who is relaxing at home buys a pair of jeans from an online store. Which of the following terms best describes this activity?

e-commerce

Kris is a project manager for an appliance manufacturer that has distribution contracts with national retailers including Best Buy and Home Depot. She hosts weekly conference calls to share internal production status, delivery plans, and to address any concerns. These conference calls are an example of Blank______.

external customer support

While examining its delivery systems, an organization analyzes how its competition is currently delivering in the market. What is the organization analyzing in the scenario?

industry standards

______ customers are people within the organization who either require support and service or provide information, products, and services to service providers.

internal

Sasha, a manager based in Los Angeles, decided to set up the production facility for her cutlery business in Mexico. This illustrates ___.

offshoring

José called his local cable company when his service failed. He spent 30 minutes on hold, only to have his call dropped. José's experience demonstrates a failure of his cable company to provide satisfactory ______.

service

The customer service environment is made up of the customer, organizational culture, human resources, products, delivery systems, and

service

Lamar works as a salesperson at a local sporting goods store. He carries an iPad and uses it to query product information, check inventories, process sales, and arrange deliveries for customers. The use of the iPad in this way is an example of

technology enhancing Lamar's efficiency in serving customers

Marta injured her ankle while traveling. She was advised by the doctors not to travel everyday. Marta's employer asked her to work from home and send in weekly reports via e-mail. In this scenario, Marta is using ______ to get her work done.

telecommuting

It is anticipated that the need for customer service professionals in the health care industry will grow rapidly. This is happening in part because of

the aging of society

What should be the central focus of all workplace efforts?

the customer

The owner of a custom T-shirt and promotional merchandise business conducts a monthy analysis of sales and examines trends that may impact demand. What economic strategy is this owner using?

the use of demand curves to anticipate customer activities and direct resources accordingly

True or false: Organizational culture is a component of an organization's customer service environment.

true

Individualism and equality are examples of ______ held by many people of the United States.

values