Chapter 14

To produce better communications consistency, a unified company image, and greater sales impact, some companies employ a(n) ________. A) advertising agency B) marketing communications director C) public relations specialist D) personal sales force E) media planner

B

Which major promotion category makes use of catalogs, telephone marketing, kiosks, and the Internet? A) sales promotion B) direct marketing C) publicity D) public relations E) advertising

B

Which of the following is NOT a major category in a company's promotion mix? A) sales promotion B) strategic positioning C) direct marketing D) public relations E) advertising

B

Business-to-consumer companies are more likely to emphasize a ________ promotion strategy, while business-to-business companies are more likely to emphasize a ________ promotion strategy. A) pull; push B) push; pull C) pulse; pull D) continuity; pulse E) pulse; continuity

A

Consumers today receive commercial messages from a broad range of sources. However, consumers ________ the way marketers do. A) don't distinguish between message sources B) are able to differentiate among messages sources C) don't care about buzz marketing D) are not able to block out messages E) block them all out

A

The six buyer-readiness stages include all of the following EXCEPT ________. A) awareness B) knowledge C) power D) liking E) hesitation

E

A(n) ________ argument is only likely to be effective when the audience is highly educated or likely to hear opposing claims, or when the communicator has a negative association to overcome. A) two-sided B) one-sided C) moral D) emotional E) scientific

A

Advertising, sales promotion, personal selling, public relations, and direct marketing are all ________. A) communications channels that should be integrated under the concept of integrated marketing communications B) communications channels focused more on narrowcasting than broadcasting C) promotional tools used for push strategies but not pull strategies D) promotional tools used for pull strategies but not push strategies E) promotional tools adapted for use in mass marketing

A

Though the ________ method of setting an advertising budget is simple to use and helps management think about the relationships among promotion spending, selling price, and profit per unit, it wrongly views sales as the cause of promotion rather than the result. A) percentage-of-sales B) affordable C) competitive-parity D) objective-and-task E) regression

A

A message showing a product's quality, economy, value, or performance is called a(n) ________ appeal. A) structural B) rational C) emotional D) moral E) standard

B

HP's advertising agency assembles words and illustrations into an advertisement that will convey the company's intended brand message. In the communication process, HP is ________. A) messaging B) encoding C) sending D) decoding E) responding

B

All too often companies today have failed to ________ their various communications channels, resulting in a hodgepodge of communications to consumers. A) promote B) rechannel C) integrate D) open E) verify

C

The two broad types of ________ channels are personal and nonpersonal. A) marketing B) competitive C) communication D) buyer E) seller

C

Vast numbers of consumers are aware of your product. It is now your goal to enhance preference for your product. You plan to use nonpersonal communications through print media. This will include all of the following EXCEPT ________. A) newspapers B) magazines C) Internet "chats" D) direct mail E) catalogs

C

When a car-maker wants to introduce a new model, it is most likely to began with an extensive ________ advertising campaign to create name familiarity and interest. A) sales promotion B) competitive C) teaser D) moral appeal E) two-sided

C

"Buy it now" is the message of ________. A) personal selling B) advertising C) a nonpersonal communication channel D) sales promotion E) publicity

D

Which of the following represent(s) a two-sided message? A) Listerine tastes bad twice a day. B) Heinz Ketchup is slow good. C) Etonic athletic shoes are built so you can last. D) A and B E) none of the above

D

Which of the following would be the LEAST effective way for John and Barb to reach new potential customers? A) word-of-mouth influence B) buzz marketing C) public relations D) network television advertising E) direct marketing

D

Glasis is a type of paint made specifically for use on cars. An ad in Motor Trend magazine advising consumers to request their body shops use Glasis paint is an example of how a company uses ________. A) word of mouth influence B) public relations C) buzz marketing D) a push strategy E) a pull strategy

E

Using the ________ method for setting an advertising budget, the company starts with total revenues, deducts operating expenses and capital outlays, and then devotes some portion of the remaining funds to advertising. A) integrated B) moving-average C) competitive-parity D) percentage-of-sales E) affordable

E

Mariah Goldberg, a marketing manager for a manufacturer of children's toys, is looking for ways to reach potential customers who typically avoid salespeople and advertisements. Which of the following would be the most economical promotional tool for Mariah to use? A) sales promotion B) personal selling C) public relations D) direct marketing E) brand contacts

C

Nonpersonal communication channels include major media, ________, and events. A) sales calls B) buzz marketing C) atmospheres D) word of mouth E) e-mail

C

Sales promotion features a wide assortment of tools. Which of the following is NOT one of these tools? A) contests B) premiums C) catalogs D) coupons E) cents-off deals

C

To communicate effectively, a marketing communicator must ________ the consumer's field of experience. A) compete with B) share C) understand D) create E) reference

C

Today's consumers do not need to rely on marketer-supplied information about products and services because they can use ________ to seek out a wealth of information. A) public relations B) direct marketing C) the Internet and other technologies D) mass market media E) informative advertising

C

When a customer lets a producer know something about its products or advertising, the customer is providing ________. A) decoding B) noise C) feedback D) encoding E) reverse marketing

C

All of the following are strategies a marketer would use to lead consumers into making the final step toward a purchase EXCEPT which one? A) offer special promotional prices B) offer add-on features C) offer premiums D) use extensive "teaser" advertising E) C or D

D

An example of a(n) ________ appeal is the Salvation Army appeal, "While you were trying to figure out what to get the man who has everything, don't forget the man who has nothing." A) emotional B) awareness C) rational D) moral E) standard

D

Which promotional mix strategy directs marketing efforts toward final consumers? A) pull B) blitz C) push D) buzz E) pulse

A

________ is very believable because news stories, features, sponsorships, and events seem more real and believable to readers than ads do. A) The competitive-parity method B) Public relations C) Personal communication D) Nonpersonal communication E) Personal selling

B

A company's total marketing communications mix consists of a special blend of advertising, sales promotion, public relations, personal selling, and direct-marketing tools that the company uses to communicate customer value and build customer relationships. This is also called ________. A) direct marketing B) integrated marketing C) the promotion mix D) competitive marketing E) target marketing

C

Clean and Clear, a large producer of all-natural hair care and beauty products, is most likely to use which of the promotion mix strategies to gain increased shelf space in stores and to gain increased customer sales? A) push B) pull C) push and pull D) pulse E) continuity

C

Communication through the mail is categorized as a(n) ________ communication channel. A) nonpersonal B) word-of-mouth C) personal D) objective E) inefficient

C

Companies often fail to integrate their various communications to consumers because ________. A) historically, consumers have been able to distinguish between message sources B) advertising departments are reluctant to work with public relations professionals C) communications often come from different parts of the company D) personal selling and sales promotion are in direct conflict E) they have failed to understand the concept of brand contact

C

Creating word-of-mouth campaigns by cultivating opinion leaders and getting them to spread information about a product or service to others in their communities is known as ________. A) sales promotion B) indirect marketing C) buzz marketing D) stealth marketing E) public relations

C

Which promotional mix strategy directs marketing efforts toward market channel members? A) pull B) blitz C) push D) buzz E) pulse

C

Which promotional tool is described as nonpublic, immediate, customized, and interactive? A) segmented advertising B) sales promotion C) direct marketing D) brand contacts E) public relations

C

________ from marketing communications may suggest changes in the promotion program or in the product offer itself. A) Encoding B) Decoding C) Feedback D) Noise E) Shelter

C

An ad for Maybelline age-minimizing makeup in Ladies' Home Journal magazine featured actress Melina Kanakaredes and offered readers a $1-off coupon when they try the new makeup. In terms of the communication model, the sender of this message is ________. A) Melina Kanakaredes B) Ladies' Home Journal C) readers who redeem the $1-off coupon D) Maybelline E) the target market to whom Melina Kanakaredes appeals

D

In the model of buyer-readiness stages, the first stage is ________. A) preference B) knowledge C) liking D) awareness E) insistence

D

Using integrated marketing communications, the communications process should start with ________. A) advertising strategy B) the competitive-parity method C) public relations D) an audit of all the potential customer touch points E) publicity

D

Which of the five major promotion tools includes building up a positive corporate image and handling unfavorable stories and events? A) sales promotion B) personal selling C) direct marketing D) public relations E) advertising

D

Which of the following is LEAST important for integrating a firm's marketing communications? A) analyze internal and external trends B) audit the pockets of communications spending throughout the organization C) identify all customer touch points for the company and its brands D) study the competitor's communications and promotions E) create performance measures for all communications elements

D

Which of the following is NOT a factor in the changes occurring in today's marketing communications? A) Mass markets have fragmented, and marketers are shifting away from mass marketing. B) Improvements in communication technologies are changing how companies and customers communicate with each other. C) Companies routinely invest millions of dollars in the mass media. D) Mass media no longer capture the majority of promotional budgets. E) Today's consumers are better informed about products and services.

D

A maker of vitamin drinks wants to compete with the leading brands in the category and has decided to use a heavy push strategy, putting most of the brand's marketing budget into trade and consumer sales promotion. Which of the following is a potential disadvantage of this approach? A) A new marketing communications model is quickly replacing mass marketing. B) Mass media campaigns are increasingly more expensive. C) It may be difficult to identify meaningful product differences in advertising. D) Retail giants may be reluctant to respond to the strategy. E) The strategy may spark a spiral of price-slashing that will undercut the brand's future for short-term gains.

E

In designing the message structure, marketers must decide whether to present the ________ arguments first or last in a message. A) emotional B) structural C) moral D) strongest E) scientific

D

In the "chaos scenario" predicted by some advertising industry experts, the old mass-media communications model will be abandoned in favor of ________. A) public relations B) direct marketing C) push and pull strategies D) the possibilities of new digital technologies E) buzz marketing

D

In the communication process, an actual HP printer/fax machine advertisement is called ________. A) encoding B) decoding C) noise D) the message E) the medium

D

An e-mail from Amazon.com offers free shipping on your next purchase of more than $35. This is an example of ________. A) sales promotion B) personal selling C) public relations D) an advertising objective E) a push strategy

A

In the communication process, the reaction of the receiver after being exposed to a message is called the ________. A) response B) answer C) noise D) feedback E) decoding

A

Integrated marketing communications produces better communications ________ and greater ________ impact. A) consistency; sales B) sales; consistency C) marketing; sales D) variety; production E) branding; quality

A

A.Y. McDonald, a manufacturer of pumps and plumbing valves, employs regional salespeople to sell its products to wholesalers and cities. This is an example of ________. A) sales promotion B) personal selling C) public relations D) direct marketing E) advertising

B

All of the following are reasons that marketers are losing confidence in television advertising EXCEPT which one? A) TV ad spending is rising at a slower rate than online ad spending. B) TV and other mass media still capture the lion share of promotional budgets. C) Many viewers are using video on demand and TiVo-like systems. D) Younger consumers are using different media. E) TV audience size is on the decline.

B

Moral appeals are directed to the audience's sense of what is "right" and ________. A) proper B) affordable C) traditional D) positive E) emotional

A

Moving away from ________, marketers have been shifting toward highly focused marketing, spawning a new generation of more specialized and highly targeted communications efforts. A) mass marketing B) advertising C) direct marketing D) pull strategies E) push strategies

A

Marketing communicators must do all of the following EXCEPT ________. A) identify the target audience B) deliver products to the customer C) determine the communication objectives D) collect feedback E) choose the media through which to send a message

B

Bait-and-switch advertising ________. A) attracts buyers under false pretenses B) is unethical C) is illegal D) is deceptive E) all of the above

E

Which of the following is NOT one of the four major communication functions? A) feedback B) encoding C) noise D) response E) decoding

C

________ consists of strong short-term incentives that invite and reward quick responses from customers. A) A patronage reward B) A segmented promotion C) Advertising D) Sales promotion E) Publicity

D

Which of the following would be classified as bait-and-switch advertising? A) advertising a cheaper brand but only making a more expensive one available to customers B) raising a product's prices C) attempting to charge less for a brand than for manufacturers' brands D) advertising service packages that cannot actually be provided E) favoring certain customers over others through trade promotions

A

The promotion mix is the company's primary communication activity; the marketing mix must be coordinated for the greatest communication impact. What is NOT included in the entire marketing mix? A) product B) competitor C) price D) place E) promotion

B

Which method of setting an advertising budget is based on analyzing competitors' spending? A) percentage-of-sales method B) affordable method C) competitive-parity method D) objective-and-task method E) regression method

C

The communicator must decide how to handle message structure issues. One issue is whether to ________ or not. A) draw a conclusion B) make a moral appeal C) use the pull strategy D) use the push strategy E) avoid competitors

A

Though a popular appeal, when used poorly ________ can detract from comprehension, quickly wear out its welcome, overshadow the product, or even irritate consumers. A) humor B) nonpersonal communication C) direct marketing D) integrated marketing E) noise

A

Which major promotion category makes use of displays, discounts, coupons, and demonstrations? A) sales promotion B) direct marketing C) publicity D) public relations E) advertising

A

Any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor is called ________. A) sales promotion B) advertising C) direct marketing D) personal selling E) public relations

B

Companies use all of the following methods to set their advertising budget EXCEPT the ________. A) objective-and-task method B) integrated method C) competitive-parity method D) percentage-of-sales method E) affordable method

B

In the communication process, the more the sender's field of experience ________ that of the receiver, the more ________ the message is likely to be. A) varies from; distinguishable B) overlaps with; effective C) connects with; ineffective D) coincides with; creative E) departs from; direct

B

Mercy University's initial ads for the school's new MBA program are most likely intended to create ________. A) liking B) awareness C) preference D) insistence E) conviction

B

An ad for Maybelline age-minimizing makeup in Ladies' Home Journal magazine featured actress Melina Kanakaredes and offered readers a $1-off coupon when they try the new makeup. In terms of the communication model, which of the following would be the best way for the source to measure feedback? A) the number of subscribers to Ladies' Home Journal B) the number of people make up the target market C) the number of people who redeem the coupon D) the number of people who were exposed to the ad E) the number of people to whom Melina Kanakaredes is an appealing spokesperson

C

An ad in a professional journal targeted to an audience of dentists asked dentists to recommend Crest toothpaste to their patients. It offered toothpaste samples that dentists could buy at cost to give to their patients to encourage patients to take better care of their teeth. The manufacturer of Crest toothpaste was using ________. A) personal selling B) direct marketing C) a push strategy D) a pull strategy E) public relations

C

Delia's is a clothing retailer that targets teenage girls. It runs coordinated promotions for its catalogs, Web site, and retail outlets. It uses the same models in its catalog and in its print ads as well as on its Web site. Delia's works to make sure its public relations activities as well as its sales promotions harmonize with its advertising in all venues. From this information, you can infer that Delia's is using ________. A) buzz marketing B) experiential marketing C) integrated marketing communication D) word of mouth marketing E) database marketing

C

Harpo Enterprises maintains the Oprah Winfrey show, a Web site, and O magazine. Because Harpo Enterprises practices integrated marketing communications, these different brand contacts all maintain ________ in design and tone. A) variety B) contact C) consistency D) creativity E) convenience

C

Mass-media advertising routinely involves a company investing millions or even billions of dollars to reach tens of ________ of customers with a single ad. A) billions B) thousands C) millions D) hundreds E) tens

C

Companies are doing less ________ and more ________ as a result of an explosion of more focused media that better match today's targeting strategies. A) marketing; media B) media; sales C) narrowcasting; broadcasting D) broadcasting; narrowcasting E) advertising; word-of-mouth

D

Which of the following is NOT an example of a specialized and highly-targeted media that an advertiser might use to reach smaller customer segments? A) cable television channels B) e-mail C) podcasts D) network television E) online social networks

D

In a recent radio spot, John and Barb gave a quick explanation of Sparkle's cleaning process and a description of the value consumers receive for their money. This is an example of a(n) ________. A) emotional appeal B) standard appeal C) rational appeal D) moral appeal E) social appeal

C

A consumer is reading a magazine with an advertisement, but is distracted from reading the advertisement or its key points. This unplanned static or distortion during the communication process is called ________. A) noise B) distraction C) feedback D) response E) decoding

A

More companies are adopting the concept of ________, which carefully integrates and coordinates the company's many communication channels to deliver a clear, consistent, and compelling message about the organization and its brands. A) integrated marketing communications B) integrated personal selling C) integrated competitive methods D) nonpersonal communication channels E) buzz marketing

A

Which promotional tool is most effective in building up buyers' preferences, convictions, and, most importantly, actions? A) mass-market advertising B) personal selling C) segmented advertising D) sales promotion E) public relations

B

________ is the company's most expensive promotion tool. A) Advertising B) Personal selling C) Mass media D) Public relations E) Publicity

B

The use of short-term incentives to encourage the purchase or sale of a product or service is called ________. A) direct marketing B) sales promotions C) personal selling D) public relations E) publicity

B

To ________, a marketer can ask target audience members whether they remember the message, how many times they saw it, and what points they remember. A) select a message source B) collect feedback C) select a message channel D) plan a media purchase E) design a marketing appeal

B

Tara Keegan owns Live Well, a small chain of health stores offering a variety of natural health products and related services. In order to implement integrated marketing communications, Tara has hired a marketing communications director, whose job it will be to ensure that each ________ will deliver a consistent and positive message about the company. A) public relations message B) brand contact C) advertisement D) logo E) media vehicle

B

The communication channel a company uses to move its advertising messages from sender to receiver is called the ________. A) message B) media C) encoder D) communicator E) feedback loop

B

The decision to use a cleaning genie to communicate the strength and power of Mr. Clean cleaning liquid is representative of the ________ process of the communication model. A) sourcing B) encoding C) signifying D) decoding E) messaging

B

The six ________ stages that consumers normally pass through on their way to making a purchase include awareness, knowledge, liking, preference, conviction, and purchase. A) personal readiness B) buyer-readiness C) objective readiness D) purchase direct readiness E) supplier readiness

B

A manufacturer of a variety of technological devices asked its marketing department to develop inexpensive methods of building and maintaining brand awareness and excitement. The marketing department then recruited consumers who were early adopters of technological devices to spread the word about the company's new products. This is an example of ________. A) public service activities B) nonpersonal marketing C) buzz marketing D) sales promotion E) direct marketing

C

A newspaper article announced that VoiceStream Wireless, the nation's sixth-largest wireless carrier, was changing its name to T-Mobile and that to begin the makeover process it had replaced spokesperson Jamie Lee Curtis with Catherine Zeta-Jones. Of which element of the promotion mix is this an example? A) sales promotion B) advertising C) public relations D) personal selling E) product

C

Advertising has some shortcomings. What is NOT one of them? A) It is impersonal. B) It can be very costly. C) It slowly reaches many people. D) It carries on one-way communication with the audience. E) It does not make audience members feel the need to respond.

C

Integrated marketing communications involves identifying the target audience and shaping a well-coordinated ________ to elicit the desired audience response. A) pull strategy B) push strategy C) promotional program D) opinion leader E) target market

C

Marketers using humor in their messages claim that they attract more attention and create more loyalty and belief in the brand. This type of message is called a(n) ________ appeal. A) rational B) structural C) emotional D) moral E) standard

C

Marketing communicators must be good at ________ messages that take into account how the target audience ________ them. A) delivering; encodes B) sending; encodes C) encoding; decodes D) retrieving; perceives E) decoding; receives

C

Toward the end of the fiscal year, the owner of a small company came back from lunch concerned because he had learned that a business targeted to the same customers as his was planning on spending $150,000 on promotion. As soon as he arrived at the office, he called his financial manager and said, "I want to budget $150,000 for next year's promotion." Which method of promotional budgeting did the owner want to use? A) the objective-task method B) the percentage-of-sales method C) the competitive-parity method D) the bottom-up method E) the pull-push method

C

A company's salespeople should always follow the rules of ________. A) high-pressure selling B) societal marketing C) competition D) fair competition E) cooling-off

D

Perhaps the most logical budget-setting method is the ________ method because it is based on spending necessary to accomplishing specific promotion goals. A) percentage-of-sales B) affordable C) competitive-parity D) objective-and-task E) exponential smoothing

D

The receiver assigns meaning to the symbols encoded by a company in its advertisements through a process known as ________. A) disencoding B) feedback C) acknowledgement D) decoding E) response

D

Today, marketers are moving toward viewing communications as managing the ________ over time. A) advertising agency B) nonpersonal communication channels C) word-of-mouth influence D) customer relationship E) product life cycle

D

An ad for Maybelline age-minimizing makeup in Ladies' Home Journal magazine featured actress Melina Kanakaredes and offered readers a $1-off coupon when they try the new makeup. In terms of the communication model, the medium of this ad is ________. A) Melina Kanakaredes B) Ladies' Home Journal C) readers who redeem the $1-off coupon D) Maybelline E) the target market to whom Melina Kanakaredes appeals

E

Integrated marketing communications require a company's mass-market advertisements, Web site, e-mail, and personal selling communications to all have ________. A) equal portions of the advertising budget B) independent communications directors C) separate marketing objectives D) the same target audience E) the same message, look, and feel

E