chapter 6 1201 mencken

___ and ___ are the broad classifications of markets.

Consumer; business-to-business

The ___ and ___ are federal laws that concern themselves with the relationships between a business firm and labor unions.

National Labor Relations Act; Labor-Management Relations Act

What is a tactical plan?

a smaller-scale plan developed to implement a strategy

The ____ phase of human resources management includes both training and development.

appraising performance

John is buying copy paper for his printer that he uses in his home-based business. John is a

business buyer

Sheryl's law firm buys office products which are used by the firm. This is a type of ___ market.

business-to-business

When a cabinet-making shop purchases lumber to make cabinets, it is engaged in which function of marketing?

buying

Consumer buying behavior is affected by the ability to buy, called one's ___, which is largely determined by income.

buying power

____ is the use of information about customers to create marketing strategies that develop and sustain desirable long-term customer relationships.

customer relationship management

Marketing can inform potential customers about a product, promote the product, and price it at a point customers would be willing to purchase it, but marketing cannot control

customers' social values

Cathy's Comic Warehouse has undertaken a cultural diversity program to encourage comic book fans of all races, ethnicities, and genders to patronize the store. For the program to be successful, it is essential that

it has a strong, sustained commitment from top leadership.

Walmart collects external marketing data in order to forecast its sales. In doing so, it looks at information about

its customers

___ management is another name for human resources management.

personnel

The MGM Grand Hotel and Casino is seeking front desk personnel for the hotel who are qualified for the position. It places ads in the local newspaper, holds a job fair, and posts openings on Indeed.com, Glassdoor.com, and Monster.com. MGM is

recruiting employees

The purpose of the marketing mix is to

satisfy the target market.

Gavin is paid a specific amount of money for each hour he works at the coffee shop where he is employed. Gavin is paid a

wage

MGM Hotel and Casino hires front desk personnel, administrative assistants, store clerks, and cashiers. Whether these positions are all paid the same depends on the nature of the firm's ___ structure.

wage

Evelyn works in the human resources department of a large department store and has been asked to do a job evaluation of the sales clerk position. The company is most likely seeking information for developing a new

wage structure

The human resources department at CDE Corp. is evaluating the compensation to be offered to new hires in different departments. To ensure that they offer wages comparable to similar positions in other businesses in its industry, they collect data on prevailing wage rates in the industry in their geographical area. The data collection the human resources department is conducting is called a(n)

wage survey

Apple wants to expand its line of telephones by introducing a new product. In keeping with the marketing concept, it will likely research all of the following except

who their major competitor's most recent buyers are.

In the workplace, differences among people due to race, ethnicity, and gender is referred to as ___

workplace diversity

Kimberly is a vice president at New Products, Inc. She has been examining data from her company and discussing its successes and failures with the different division heads and managers. As part of her analysis, she has reviewed the company's strengths and found that it is very good at promotion and meeting clients' specific needs. She has discovered that the company is very slow with delivery and with prompt collection of its receivables. She also discovered that another company is producing goods similar to those produced by New Product, Inc. and is selling them for less money and with a longer warrantee. Finally, she has discovered that there is a great need for her company's product in the medical field and that this market is virtually untapped. Which of the following best describes Kimberly's activities?

She is doing a SWOT analysis.

Britney and David work as paralegals for the same real estate law firm. Britney has a bachelor's degree in urban planning, a real estate broker's license, a paralegal license, and worked for a developer for five years. Britney was paid a starting salary of $50,000 per. David has a bachelor's degree in English, and is licensed as a paralegal. He also has six years' experience as a real estate agent and spent a year on the staff of the Environmental Protection Agency. He was paid a starting salary of $80,000 per year. Britney and David were discussing their compensation during lunch one day and Britney was quite upset that David was paid so much more than she. What is the issue that has caused Britney to be upset?

She is upset because she feels their education, training, and skills show that they have comparable worth and should be equally compensated.

Hank is paid $11 per hour as a busboy but also pays for medical and dental coverage, a 401K retirement plan, and a week of paid vacation. Terrance is a busboy at a different restaurant. He is paid $12 per hour without medical or dental coverage, paid vacation, or a 401K. Terrance brags that he makes more money than Hank because he is paid more money per hour. Which of the following is true?

The benefits Hank receives from his company, in addition to his wages, very likely total more per hour than Terrance earns.

Wealthy female street motorcycle riders could be considered a(n) ___ for Ducati, a manufacturer of expensive luxury motorcycles.

market segment

The owners of Jay's Bicycle shop are trying to decide what types of bicycles to carry in their shop. They have noted that there are many elderly individuals in their area who would benefit from beach cruisers, there are many road riders who would most likely select high-end street bicycles, and the mountain bike riders should be provided for as there are many dirt roads to ride them on. Jay's owners are in the process of

market segmentation

Nancy was reviewing LinkedIn contacts and noticed that in Rafal's profile he said he was a manager responsible for facilitating the exchange of products between his organization and its customers through distribution and advertising. From this she could conclude that Rafal is a(n) ___ manager.

marketing

Princess Cruise Lines representatives talk to its present and potential customers to assess where they would like to cruise, where they have cruised, how many people they would most likely take with them on a cruise, and what amenities and activities they enjoy and participate in or are likely to participate in. Princess is applying the ___ concept.

marketing

Sheryl's organization has managers over many departments. Sheryl's department is responsible for facilitating the exchange of products between the organization and its customers or clients; therefore, Sheryl is the ___ manager.

marketing

____ is defined as the organizational function and set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders.

marketing

After a company has developed a new product, it determines its sales price, decides how to distribute the product to customers, and develops a promotional campaign. By undertaking these activities, the company has created a(n)

marketing mix

Phillip is working on his business plan and is working on a section in which he will determine how the business can make the best use of its resources and meet its objectives. He is developing a

marketing strategy

UPS uses airplanes, trucks, and crates in its operations. These are ___ resources for UPS.

material

Which of the four lists below best represent the types of resources management can coordinate to achieve its goals?

material, informational, human, and financial

The manager of a department store would like to reward his employees as a form of motivation, encouragement, and acknowledgement of their achievements. All of the following are elements of an effective employee rewards system except

maximizing the amount of money spent on employee compensation.

Faraday is a plant manager for Glass Doors, Inc. which places him in the ___ management level of the company.

middle

The ____ of Enterprise Celestial Industries is to seek out and explore new planets and new civilizations, and boldly go where no human has gone before.

mission

Many companies hold training sessions or provide online in-house training for employees. Employers can use training to do all of the following except

motivate

Understanding the ___ of subordinates is important for a manager in order to encourage effective performance.

motivation

Jefferson is a human relations department employee tasked with speaking to employees to encourage and influence them toward a common goal. Jefferson is a(n) ____ speaker.

motivational

Maurice is reviewing the employee benefit package for a job he is considering applying for. Employee benefits are

nonmonetary rewards

___ of evaluation techniques use some measurable quantity as the basis for assessing performance.

objective methods

Planning includes all of the following except

objective planning

One of the first steps to implementing the marketing concept is to

obtain information about its customers' needs.

____ training is accomplished by having a trainee learn by doing the work under the supervision of an experienced employee.

on-the-job

About ___ of every consumer dollar spent is spent on marketing activities associated with time, place, and possession utility.

one-half

Ted's company subscribes to a service that collects information from e-mail, websites, downloadable files, news, databases, and research materials. His company uses___ for market information collection.

online information services

If Weber Breads states that it is going to spend $10 million in advertising in the upcoming year to increase its market share by attaining 300 new accounts, it is explaining part of its ___ plan.

operational

A plan developed to implement tactical plans is known as a(n) ___.

operational plan

Felicity is the manager of a department in the company where she is employed that is responsible for converting resources into goods and services. Felicity is a(n) ___ manager.

operations

Raj is responsible for ensuring that the processes of the accounting office where he is employed run smoothly and that the business will be able to provide its services efficiently and effectively. Raj is a(n) ___ manager.

operations

Reba has been hired by Big Blue Company as an analyst. She is to perform regular SWOT evaluations of the firm's strengths, weaknesses, ___, and threats.

opportunities

Barney's Bookstore has more customers seeking a new title released by a popular author than it can fill. This positive problem can be viewed as a(n)

opportunity

Jay's Hardware received large shipments of flashlights, batteries, and generators just before a massive storm knocked out the power, downed electrical poles, and damaged the power substation in the town where Jay's was located. Power will be off for at least a week. For Jay's this is a(n)

opportunity

Barry Moore, a division manager of Barry's Burger Barn, a chain of fast food restaurants, is reviewing the goals for the company's different departments. The marketing department has set a goal to increase sales by 15 percent over the next year but the accounting department has set a goal to reduce costs by 25 percent by seeking cost efficiencies. In balancing these goals, Barry is engaged in

optimization

Faraday is responsible for the human resource department and the shipping department which continually set conflicting goals. He must utilize ___ to achieve balance between the departments.

optimization

Godfrey is the manager of a new business that produces custom ski equipment. His production department would like to minimize costs by focusing production on only ski boots and then expanding their offerings as sales increase and funds can be used to purchase new production equipment for skis, ski goggles, helmets, and apparel. The marketing department would like to maximize sales, which requires the production and sale of a variety of products and options. When Godfrey balances these competing interests, what is he doing?

optimization

The major marketing mix elements include all of the following except

packaging

Dynamite Distribution distributes packages for customers worldwide. It works on short deadlines and must assure that the packages it delivers are received in proper order, intact, billed properly, and received by the specific individual to whom they are addressed. Derek, the CEO of Dynamite Distribution, meets each month with employees to discuss ways to streamline the delivery process. After the meetings, he assembles the input and analyzes it by himself then brings in the heads of finance, materials, logistics, human resources, and operations to answer questions he has that have arisen from the monthly employee meeting. After meeting with the managers, he makes a decision, notifies all managers of the decision, and gives specific instructions of how it will be implemented, how it will be analyzed for effectiveness, and the timeframe for implementation. He instructs them that he expects full and complete cooperation and exact compliance with the instructions. What type of leadership style is this CEO most likely using?

participative

Renee has observed that her hair salon is suffering long periods without customers. To determine the cause of the problem she assembles all of the cosmetologists to get their input on the matter. Although she will make the ultimate decision regarding how to address the problem, she feels comfortable delegating decision-making authority to any member of her staff. This leadership style suggests that she is a(n) ___ leader.

participative

To downsize by attrition means that the company will reduce its workforce by

people leaving the company.

When a manager reviews the results of an employee's performance with the employee soon after completion of the employee's performance review, this is known as a(n)

performance feedback interview

Daniel grew up on a farm where he raised chickens. When there was an overabundance of eggs, his mother drove him to one of the subdivisions nearby and he sold the eggs door-to-door. Daniel provided ___ utility to his customers.

place

The owner of Nogales Gardens in Oceanside, California, loads flowers into a truck early every Saturday morning and then sets them out in buckets at the Temecula farmer's market. The process of trucking fresh flowers from his gardens in Oceanside to the farmer's market in Temecula, California gives ___ utility to the flowers.

place

A(n) ___ is an outline of the actions an organization intends to take to accomplish its goals and objectives.

plan

What is the "first" management function?

planning

Gun sales have been subject to changes in the external marketing environment due to changing values of elected and appointed officials related to gun ownership, the kinds of guns that can be owned in a particular state, the types of ammo that can be purchased, and gun registration requirements. These influences on the external marketing environment of guns are called ___ forces.

political

Carlos has a Mexican handmade craft import business. He read an article in the newspaper that said the government is working to limiting imports from Mexico in order to increase employment within the United States. He is concerned that he will be unable to get products for his store, and that if he can get products, they will cost him much more than they did prior to the new trade restrictions. Which of the following forces in the external marketing environment is the primary source of his concern?

political forces

Chocolate, a dinner at The French Laundry, and an overnight stay at the Ritz Carlton all satisfy human needs. Therefore, each

possesses utility

Bella works at a florist shop after school. She has to work to pay for school and just barely makes enough money to live on. Other girls at her school carry Chanel bags to school, wear Christian Dior and Givenchy clothing, Gucci sneakers for sports, and Jimmy Choo shoes for formal events. Bella has been invited to the prom but is concerned that she will look and feel out of place. She discusses her predicament with her grandmother, who assures her she has nothing to worry about because they can get her the clothes and accessories she needs at either no cost or a fraction of the cost. A week later, her grandmother asks her to come to her house. When she arrives, she sees her grandmother has five Louis Vuitton dresses, and a variety of designer shoes, handbags, and accessories and tells her to pick out what she likes and try it on. She picks out a dress and shoes and tries them on. She models them for her grandmother who insists that she take them and the accessories she has picked out to go with them. Bella asks how much she owes for them and her grandmother tells her, "$200." Bella pays her and takes the purchases home with her. What type of utility is the focus of this scenario?

possession

Maddie ordered a child's backpack online from Target, but after receiving it, decided it was too small for her child and returned it for a refund thus reversing the effect of ___ utility.

possession

When Becky buys flowers at the farmer's market, the flower business transfers ownership of the flowers to her which is called ___ utility.

possession

Darrell is trying to determine the base prices and kinds of discounts for the chairs he sells at his furniture store. Darrell is concerned with the ___ element of the marketing mix.

pricing

Once Used Automobile Sales will hire a new sales agent but wants to ensure the agent is honest. The most common methods of obtaining information about applicants are all of the following except

private investigators

Harry's Lighting, a home lighting manufacturer, purchases electrical wires needed to make light fixtures from various wire manufacturers. Harry's is a part of which type of market?

producer

When Bigger Bagels decides on packaging, names, sizes of orders, ingredients, and whether to use regular or gluten free flour, it is controlling the ___ element of the marketing mix.

product

Daniel and Ashack are outside salesmen for Wholesale Carpets. They have worked very hard to help the company profit because each year, in addition to their salary and commissions, the company distributes a percentage of its profits among its employees. This distribution is called

profit-sharing

The advantages of cultural diversity include all of the following except

profit-sharing

When the MGM Grand Hotel and Casino is seeking front desk personnel in the hotel who are qualified for the position, it can use any of the following, which are all sources of external recruiting, except

promoting a current employee.

Jerry, the owner of Jerry's Auto, is working out a compensation system for his organization. The ideal compensation system for him to utilize must

provide for employees' needs while keeping labor costs within reasonable limits.

Smyrna has listed several previous employers and positions she held with them and duties she performed on her job application with Blah Blah Communications Co. To verify this information, Blah Blah will most likely perform a(n)

reference check

Employers will often call individuals and former employers to verify background information on a candidate. The names of these ____ are normally provided to the employer by the applicant.

references

A law requiring all scales sold to be tested to determine if the weight readout is accurate would be what type of force in the external marketing environment?

regulatory and legal

Sultan's is a Greek restaurant that has a booth at the local farmer's market each Saturday selling Greek food to customers. The owner runs the booth because he enjoys interacting with customers. When a customer asks for items not on the menu and he does not have in his booth, the owner takes the order for the following Saturday and has it available for the customer at that time. Sultan's is creating a model for

relationship marketing

After an airplane crash killed several US CEOs and politicians, companies began creating ___, which are lists of key personnel as well as possible successors within their firms.

replacement charts

Human resource managers use ___ and ___ to estimate the supply of needed human resources for their organization.

replacement charts; skills inventories

Cisco, one of the largest food distributors in the United States, distributes cold foods for a company in Las Vegas. It is specifically a part of a(n) ___ market.

reseller

Ross Stores buy finished products and sell them for a profit to its customers. Ross Stores is part of which type of market?

reseller

In business buying, a committee or a group of people often make the buying decision and consider the organization's objectives, purchasing policies, ___.

resources and personnel

To inform potential employers about an applicant's background and qualifications, the applicant should send a(n)

resume

At a recent training seminar of QRS Corp., employees were given slips of paper with job titles on them and were then given a scenario and told to act out the role represented by the job title they were given to better understand those roles. This kind of training is called

role-playing

Jeannette is paid $50,000 per year as the manager of a gas station. This type of compensation is called

salary

The emphasis of business from the period between 1920 and 1950 was on ___, with focus placed on advertising, sales forces, and occasionally high-pressure sales techniques.

sales

Tim and Dan open a lemonade stand at the corner of their street. They expect to sell three pitchers of lemonade during the afternoon by holding signs up at each end of the street directing motorists to their stand. Their estimate of expected sales during the afternoon based on this level of marketing effort is called a

sales forecast

To develop a ___, United Airlines may use executive judgments, surveys of buyers or sales personnel time-series analyses, correlation analyses, and market tests.

sales forecast

___ can be marketed successfully with the undifferentiated approach.

salt and flour

During the 1950s, a Sears, Roebuck & Company manager may recognize that the company was not merely a producer or seller but instead in the business of

satisfying customers' needs.

Satisficing describes solutions that are only adequate and not ideal. At what point in the decision-making process should managers avoid satisficing?

selecting an alternative

The U.S. Navy uses a technique called "Blast! Then Refine" during which stage of the managerial decision-making process?

selecting an alternative

During the hiring selection process, a manager will perform which of the following activities?

selection

Sammy received a telephone call from the human resources department of T.J. Maxx a week after he completed his application. The caller invited him to an interview, which is part of the company's ___ process.

selection

New employee training can be carried out through

seminars

Mary Beth works for a department store chain. She has a recurring Friday 9 a.m. meeting with her supervisor to review the company's ability to meet the deadlines and goals of the tactical and operational plans she has made. At 5 p.m. daily, she meets with the managers who coordinate and supervise the activities of operating employees to discuss how well the tactical plans she designed are serving the needs of the company. What kind of manager is Mary Beth?

she is a middle manager

Meredith is responsible for maintaining her company's data bank of skills and experience of all employees which is known as the company's ___

skills inventory

The decision-making process requires all of the following steps except

solving the identified problem

Magda has progressed through the decision-making process step-by-step and is now in the last stage of the process but still does not feel that the solutions generated are adequate to solve the problems her department experiences. Magda may

start the problem identification process all over again

A(n) ___ is the broadest set of plans developed as a guide for major policy setting and decision making.

strategic plan

If Maurice, CFO, meets with Luminary, CEO, to discuss the company's budget allocations to departments as a part of planning for next year's projects, what kind of planning are they engaged in?

strategic planning

School districts frequently use hiring panels to interview new candidates. Each candidate is asked the exact same questions and given the same time frame in which to answer. They use this ___ to eliminate differences when determining the candidates' qualifications after the interview.

structured interview

Ducati makes street motorcycles that cost in excess of $35,000 for the wealthy motorcycle enthusiasts. This group is Ducati's

target market

Kenny's, a muffler shop, develops and maintains a marketing mix suitable to meet the specific needs and preferences of car owners who need muffler work done on their vehicles. The car owners who need muffler work done on their vehicles are Kenny's

target market

Jeffrey M. Katz started Orbitz. He has two masters degrees in engineering—one from Stanford and one from Harvard. He has been in top management positions with Wize Commerce, Inc., Nextag, Inc., and Leapfrog Enterprises, Inc. Although it is unlikely he uses them often, it is likely that he has good ___ skills.

technical

Jon is a welder at a Chevron storage facility. To accomplish his job, he must use specific skills known as ___ skills.

technical

Companies that produced record players found themselves in trouble when cassette recorders became popular. The cassette recorder production companies found themselves in trouble when CDs became popular. Currently, CD production companies are being impacted in the same way by ___ forces as CDs give way to streaming music and music downloads.

technological

Henrietta has completed most of her business plan for her new business. She is now developing a marketing strategy. This will consist of the selection and analysis of a target market and

the creation and maintenance of an appropriate marketing mix.

Boats are most likely segmented according to

the end use of the product.

Julia is a new-hire at QRS Corp. Her initial wage rate will be determined by

the experience, qualifications, and expected performance of that employee.

At IBM, human resources are most likely handled by ____; but at a small business, they would most likely be handled by ___.

the personnel manager; the owner

The primary disadvantage of internal recruiting is

the promotion leaves another position to be filled

Frederick has been reviewing employee files, compensation packages, and other human resource matters to plan for future compensation allocations. Which of the following would he not consider when making a compensation decision?

the wage-cut decision

Costco sells turkeys from November through December. By doing this, Costco is providing ___ utility.

time

Mitzie is the chief executive officer of RST Development Company which employs 500 individuals. Mitzie is in the ___ management of the company.

top

For total quality management (TQM) to be effective

top management must make it the top priority and management must coordinate the specific elements of TQM so they work in harmony with each other.

The Ritz Carlton markets to wealthy individuals and those who would like to give the appearance of wealth; therefore, the Ritz has segmented its market on a ___ basis.

behavioristic

Studies have shown that when people from different cultures, educational backgrounds, and work experiences come together to work on a project, the company benefits from

better problem solving

Employment tests may include all of the following except

blood tests to determine ancestry.

Jeremy notices that sales in his department have declined and brings together his sales staff, marketing staff members, and product development department staff members to participate in a round-table discussion to generate as many new ideas as possible for solutions to the declining sales without criticizing or ridiculing the ideas of others. Jeremy is using

brainstorming

One of the biggest benefits of external recruiting is its ability to

bring in new perspectives and varied backgrounds.

All but ___ are included in the different resources available to all managers.

competitors

A manager with ___ skills can see the big picture of how the various functions within the organization interact.

conceptual

Thomas likes to think in abstract terms and look ahead to how all of the pieces of his company fit together and what they can accomplish. Thomas has ___ skills.

conceptual

The Clark County School District is reviewing all of the jobs filled within the district and seeks to thoroughly understand what each job requires. To do this the Clark County School District would first

conduct a job analysis

Melissa is required to attend a gathering where she will listen to a speech from one of the company board members who has been in the business for 40 years. This form of training and development is called

conference and seminars

Teenagers spend billions of dollars on music downloads and video games. They have the ability, willingness, and authority to purchase these products and have a perceived need to do so. Teenagers are an example of a(n) ___ market.

consumer

___ refers to the purchasing of products for personal or household use, not for business purposes.

consumer buying behavior

Geraldine manages a branch of a large corporation. When she notices a problem, she outlines it, identifies situations that need corrected, and then sends an e-mail to employees in that department asking for suggestions about how to correct the problem. When all of the suggestions have been received, Geraldine summarizes them, and presents them to the employees to choose one to implement. Geraldine uses a ___ form of leadership.

democratic

Depend® makes Depends® undergarments and has targeted the elderly adult as its market. Depend® has segmented the sale of disposable undergarments on a ___ basis.

demographic

Amelia has identified a problem in the department she manages and has generated alternatives to correct the problem. Next she will

determine the best alternative

Howard, an analyst with Big Texas Company, has been asked to estimate how many of the company's oil drilling rigs will sell during the last quarter of the current year based on doubling the current marketing efforts. Howard has asked the company executives what they think the likely sales will be, he has surveyed buyers and sales personnel, developed a time-series analysis, and done correlation analysis. Which of the following most accurately describes what Howard has been asked to do?

develop a sales forecast

The ___ approach is used by car manufacturers to choose their target market.

differentiated

To manage an organization effectively, and to stay informed, it is very important that managers understand how to use and maximize the potential of

digital communication devices

When Carolina's nail salon and day spa start bringing in income, her income less all additional personal taxes would be called her

disposable income

The management of Kohl's is discussing the number and locations of warehouses it will need to build and operate in its new expansion area. The management is concerned about addressing the ___ element of the marketing mix

distribution

X'Zion manages a fish market. He is responsible for scheduling employees, receiving fish and other products, and having it stocked on the shelves, and in the freezer and refrigerator. He is also responsible for the banking and reconciling the cash register records against the contents of the registers. He likes working with the inventory and employees but does not like doing the banking and dealing with the cash and cash registers. Of the resources X'Zion must oversee, which one does he least enjoy?

financial resources

When a Nissan dealer purchases vehicles from the Nissan manufacturer, the manufacturer finances the sale. Retail stores receive financing from their wholesalers and manufacturers. What marketing function do such activities perform?

financing

When an employer needs to reduce the workforce, the workforce reduction he would most likely save as a last resort is

firing

A fast-food manager for a chain operation is an example of a(n) ___ manager.

first-line

On the Saturday before Mother's Day, Becky goes to the local farmer's market and buys flowers for her mother, her best friend's mother, and her favorite aunt. Which of the following types of utility is not created by this activity?

form

The utility created by converting production inputs into finished products is called ___ utility.

form

Clarence provides overall guidance and leadership for the company where he is employed. He does not provide any specialized function. What type of manager is he?

general

Derrek Dugan has become the president of DBD Enterprises. He sets up meetings with groups of employees to get their opinions about steps needed to turn around the company's declining sales. This part of the decision-making process is an example of

generating alternatives

Harold has been hired by Big Chief Auto to collect and analyze data on consumer preferences in services provided and the frequency and type of "up-selling" services or items customers purchased. Harold is thus responsible for what general type of resources?

informational

Microsoft sells its software to colleges and universities, K-12 schools, hospitals, charitable organizations, and foundations. This market is called a(n) ___ market.

institutional

Nonprofit Accounting Services has developed software for not-for-profit organizations that provides donors with instant tax-deductible receipts via SMS and email. The software app makes it possible for donors to make donations directly to organizations and records all donations made. It also provides donors with a running total of all donations made to any not-for-profit organization that uses the software. The software also tracks donors for the organizations and sorts them according to criteria set by the organization so the organization can use this information for marketing purposes. What market is the target of the Total Accounting marketing team?

institutional market

J.C. Penney's uses ____data such as inventory levels, sales figures, and product and marketing costs to make marketing decisions.

internal

Managers who are effective in dealing with people both inside and outside of their organization are known to have excellent ____ skills.

interpersonal

One of the key skill sets of successful managers is the ability to deal effectively with other people, both inside and outside of organizations. These ___ skills allow the manager to relate to people and understand their needs and motives.

interpersonal

Gerald is the hiring manager for RTY Corp. He will utilize the most widely used selection technique for job applicants which is the

interview

Large companies often have internal web pages, called ___ which allow employees to access internal data and facilitate communication among departments.

intranets

Philip is a human resources manager in an industry that is experiencing an over-supply of qualified workers due to an economic downturn and decreased demand for the products his industry manufactures. His company has had a greater over-supply than most companies in the industry due to restrictions placed on the products his company produces that limits the number of units that can be sold during a specific time period. Philip must recommend to management ways to reduce the company's workforce. He has several options at his disposal, which of the following would be the most desirable option to utilize to reduce the workforce?

attrition

____ is the most humane form of workforce reduction.

attrition

Fernandez is a buyer for Western Foods. As a member of the food-buying market, Fernandez is a member of a group of individuals and/or organizations that have needs for products in a given category and have the ability, willingness, and ___ to purchase such products.

authority

A top-down leadership style in which the top management makes all of the decisions and instructs subordinates about what to do and how to do it is known as ___ leadership.

autocratic

Terry is CEO of Big Business Affiliates. She makes all final decisions, and anything important must be routed through the hierarchy she has established. Terry is a(n) __ leader.

autocratic

The Mondavi Winery marketing information system collects data from internal sources such as

its sales figures

Nancy sees a listing on Monster.com for a job she is interested in and wants to know if she is qualified for the position. To find this information she will look at the ___ on Monster.com.

job description

Theodore has reviewed lists from different employers specifying qualifications necessary for the same particular position. These lists are known as

job description

To determine the relative worth of various jobs in a firm, the firm will conduct a

job evaluation

The comparable worth concept would be violated if

jobs requiring about the same level of training and skill receive significantly different pay.

Magic Mountain is open during the summer and many weekends during the rest of the year, but closed during the week. When summer ends, Magic Mountain will most likely

lay off workers.

The four basic functions in the management process include planning, organizing, _______, and controlling.

leading and motivating

HRM specialists and ___ generally share the responsibility for human resources management.

line managers

Human resource specialists generally develop the employee compensation systems, but pay increases and promotions are usually recommended by

line managers

Benefits of total quality management (TQM) include

lower operating costs and higher return on sales and on investments.

A ___ is a pay raise in which the employee can receive the entire amount of the increase at the beginning of the year.

lump-salary increase

All of the following except ___ is a major approach to performance feedback interviews:

mailing a written copy without any interaction from the supervisor,

When an employer asks employees to participate in satisfaction surveys, communication programs, exit interviews, and fair treatment interviews, what part of the human resources management process is being utilized?

maintaining human resources

In the planning step of marketing research, the researcher

make plans on how to gather needed but missing data.

Coordinating finances, materials, people, and other resources of an organization to achieve the organization's goals is a process known as

management

Santa Fe Station Hotels and Casinos hire workers for several positions. Which of the following would most likely be paid on a salary plan?

manager

Barack has been attending a seminar to be a more effective leader. He has learned that leadership is best defined as the ability to

influence others

Erica was in a car accident as a child and lost her sight. In spite of being blind, she has excelled in school, worked with the poor and homeless, and was the ASB president. She graduated with highest honors. She applied for a job at a call center, was interviewed, and received good reports from several people who worked for the company and had heard about the interview. In spite of her qualifications and favorable reports, she was not hired for the position. Later she heard that an individual who could barely spell, had a very slovenly office appearance, and no education was hired for the position. She was also told "off the record" that she was not hired due to her blindness. She is considering filing a lawsuit against the call center company. What would be the most likely employment act she would cite as the basis for her claim?

Americans with Disabilities Act

___ and consider a product's quality, its price, and the service provided by suppliers.

Business buyers are generally better informed than consumers

Arlie joined the United States Air Force when he graduated from high school after talking to an Air Force member who was tasked with going to schools and showing movies of Air Force personnel in action, handing out literature, doing follow-up contact work, and answering questions students may have. Before being accepted into the Air Force, Arlie was required to take exams and then to report to a designated location where he was weighed and required a physical fitness test. Having passed all of the physical exams and tests, Arlie is now on his way to San Antonio, Texas for boot camp. He will be sent to school in Biloxi, Mississippi when he completes boot camp. What part of the employment process is represented by boot camp?

Boot camp is the military's version of employee orientation.

The primary functions of a manager are:

Controlling, organizing, planning, and leading

Which of the following focuses on using information about customers to create marketing strategies that develop and sustain desirable long-term customer relationships?

Customer relationship management

Harry runs several businesses simultaneously. He also participates in marathons for which he has won several international titles. He opened his first software business when he was 15, and was a multi-millionaire by the time he was 19. He is known for conducting business non-stop and his employees even speculate that he never sleeps. He takes conference calls while he works out in his gym, is continually on the phone, and contacts his office before and after each race. He has a half a million followers on Facebook and Instagram due to both his racing and businesses. He is sought out for autographs wherever he goes. He sponsors events to raise funds for the local children's hospital and has retrofitted waiting areas at the children's hospital so they are more like comfortable coffee shops than waiting areas. He finds many ways to encourage his employees and includes their ideas in his business and charity work in order to stimulate creativity and build loyalty. He gives special recognition to employees who excel. He is known to work as an undercover employee in any of his businesses that have problems their managers cannot resolve. He works undercover until he fully understands what the problems are and can formulate a working solution. His employees are under the impression that he never tires and never stops working. He finds it difficult to understand why his employees do not have his level of passion for their work. Which of the following best describes Harry's leadership style?

Entrepreneurial

Steven's Sporting Goods started as a small shop catering to hunters and the fly-fishing crowd, but as demand for other products were made, he branched out into other outdoor-sports. Steven's philosophy is that the store should cater to its core customer base, but stock the latest outdoor gear for those who want participate in other sports. His store is limited in space, so he has had to carefully consider what other products he will carry. He carries gear that would be required for wading in cold mountain rivers and streams, canoes, and kayaks, but no other water sports equipment. His marketing is directed toward hunters and fishermen, but includes activities, events, and sales directed to other outdoor enthusiasts. Over the past month, he has received numerous requests for rock climbing gear. As a result of these requests, Steven has entered into negotiations with three providers of high-quality rock climbing shoes and gear. What do Steven's activities show about his marketing for Steven's Sporting Goods?

He has a marketing concept and is acting on it.

Daniel is employed by National Computing, Inc., a large business-to-business firm. Because the business has grown exponentially in a short amount of time, Daniel's manager has given him the task of developing a program that will continually collect data from a business' internal sources. The data will include sales figures, product and marketing costs, inventory levels, and activities of the sales force. He is also to include external data from and about suppliers, intermediaries, and customers. He has been informed that the program will be used by his firm and will be sold to clients to make marketing decisions. Which of the following best describes the purpose of Daniel's program?

He is developing a program for a marketing information system.

Hollister is the human resource manager at his company. He has noted that, while there are many engineers working for his employer, they serve different functions: civil engineers perform different functions from the electrical engineers, or computer engineers. While all need engineering degrees and licensing, the civil engineers need a focus on architecture and building functionality, electrical engineers need an understanding of electrical circuits and an ability to envision a finished product, and computer engineers need an in-depth understanding of not only engineering, but also of software. What part of the employment process is Hollister engaged in?

He is gathering data to create job specifications.

Jenkins is a human resources specialist for his company. This morning he reviewed the tasks performed by the engineers and began writing job specifications, a job description, and a job announcement for a new position in the secretarial pool. What function was Jenkins filling?

He was beginning the recruiting process.

Deja, Dedra, and Kiana work for a large magazine that has largely featured light-skinned women on its cover. During a discussion regarding the fall cover, the women decided that using women from multiple races would be advantageous. They developed a magazine cover that includes women from multiple races and when the magazine was released, more copies were sold than any other edition that year. How has diversity awareness most benefitted this company?

It has broadened the marketing efforts to include a wider customer base which could improve sales.

Janna's deli has traditionally carried salami, pastrami, and ham for sandwiches, but after requests from customers for roast beef sandwiches, Janna started carrying roast beef as well. This indicates a customer orientation because

Janna is developing products that fulfill customers' needs.

___ of performance appraisals are used by managers who judge or estimate the employee's performance level and rank employees on a scale.

Judgmental methods

___ is one of the common errors made by managers appraising employees.

Overusing one portion of an evaluation instrument

Xavier and Jesus have been operating an indoor rock-climbing business for three years. When they started the business, they intended to expand to other locations and to offer training leading to outdoor climbs. They developed a guide for the planning policy which incorporated major policy decisions and methods for setting policies. They developed individual plans for carrying out each of the phases of the initial plan and even created a plan to oversee the other plans that included a checklist for locating business sites, flow charts for establishing businesses at new locations, and accountability charts for overseeing the implementation of all of the individual plans. Without names for the types of plans they are using, Xavier is finding it difficult keeping the plans straight. What names should he use to refer to the guide, individual plans, and the plan to oversee the other plans?

Strategic plan, tactical plans, operational plan

Ariana has been tasked with purchasing 223 desks for her employer. The desks fall into roughly three categories: desks that can be converted from sitting to standing desks for the accounting department, executive desks with credenzas and matching bookcases, and cubical desks for the secretarial pool. Each department drafted "wish lists" of the components they wanted for the desks. From the information given, what can we best conclude about Ariana?

That she is most likely better informed than consumers and considers a product's quality, its price, and the service provided by suppliers.

XYZ Corporation has a long history of total quality management (TQM). The company produces laptop computers which it takes great pride in advertising as undergoing constant testing for improvements. Three years ago, a customer reported that her laptop burst into flames after she had used it for several hours without turning it off. The company's local sales agent apologized and replaced her computer but did not report the incident to the corporate offices. A month later, a customer in another part of the country complained of the same problem. The local company sales agent paid for the damages but did not report the problem. Over the year, several other computers burst into flames and these were reported to the company's headquarters, but the problems were only addressed at the local level so the company did not institute a company-wide resolution to the problem. Which area of TQM was the primary contributor to the computer problem?

The company failed to engage in a program of continuous improvement.

The participative leadership style has many advantages, but disadvantages too. Which of the following is a disadvantage of this type of leadership?

The decision-making process is time-consuming.

Louis Vuitton is designing his new fall line and attempting to forecast the sales for the coming year. Which of the following is least likely to be a factor in developing a sales forecast?

The number of salespeople employed by the firm's major competitors

___ was the focus of business from the beginning of the Industrial Revolution until the early 20th century.

The production of goods

Jorge works for a school district as a landscaping architect. He recently underwent a performance review and was given a copy of his performance review report. As a part of the review, his supervisor observed his work and wrote a report of his observations. Jorge wrote a self-evaluation and his co-workers provided reviews of his work as well. All of these reviews were included in the report. After Jorge had time to review the report, he received a phone call from his supervisor who requested Jorge to meet with him the following day regarding the review. If the supervisor is following good performance review policies, why has he scheduled the meeting with Jorge?

The supervisor has scheduled him for a meeting for a performance feedback interview.

Lotsa Fabric, Inc. just installed a computer-based system for continually gathering internal and external information about fabric sales. This system is known as

a marketing information system.

Harry Hill works for Underhill Funeral Services. He travels to nearby colleges, interviewing interested students for hiring after graduation and selecting those who will be invited to an office visit. While performing these activities he is in the ___ phase of the HRM process.

acquiring human resources

The chief executive officer of CA, Inc. provides the company with leadership and overall guidance in addition to interpreting the company's mission. Because of the tasks he is required to perform, he would be classified as a(n) ___ manager.

administrative

Kevin is responsible for coordinating the activities of the managers who oversee the specialized managers at the hospital where he works. The hospital is painting the curbs of the parking spaces for its executives. The maintenance manager has asked you what title to put on Kevin's parking space. Which of the following most accurately describes his position at the hospital?

administrative manager

New online teachers at Exciting U attend classes about expectations for online instructors, regular and effective contacts, and how to create a course. This is called

an orientation process.

Milford is a manager at QRZ Inc. He is tasked with identifying problems correctly, generating reasonable alternatives, and selecting the "best" alternative to solve problems. When Milford carries out these tasks he is using ___ skills.

analytical

Benchmarking is the process of evaluating the products, processes, or management practices of ___ for the purpose of improving quality.

another organization

Freddie's Ford is facing budget cuts due to decreases in sales across the nation. Freddie needs to reduce the number of employees at his dealership over the next three years. He has decided to stop hiring new employees to fill vacant positions to comply with the budgetary constraints. This approach is called

attrition

Changing tastes, development of new technologies, recessions, storms, and war are forces that make up the external marketing environment of a firm and

are generally beyond the firm's control.

____ is a method of training and development in which participants attend courses in a room with lessons taught by either an instructor brought in for the training session or an individual within the company who has special expertise in the subject matter.

classroom teaching and lectures

Theresa is an outside sales person for Cengage Learning. She is paid a salary and a ___ which is a percentage of sales revenue.

commission

Charlene is a manager of a department store. A large part of her day is spent conversing and e-mailing others, therefore, she uses ___ skills frequently during her day.

communication

When a business discovers that its female employees generally make less than its male employees, it should study the ___ of the positions occupied by both genders.

comparable worth

___ laws require that equal compensation be paid for jobs requiring about the same level of education, training, and skills.

comparable worth

Which of the following is required to retain human resources?

compensation

The College of Southern Nevada faculty pay scale is based on teaching experience and degrees earned. In addition to pay, it has a benefits package that includes medical insurance, dental insurance, life insurance, and retirement benefits. The policies and strategies used to create the employment compensation package comprise a

compensation system.

Fry Bread Inc. is planning a large summer party in Window Rock, Arizona, where sudden summer rainstorms are frequent. The individuals planning the party intend to have all activities held outside in a park utilizing the open-to-the sky park tables for the food. What type of planning is apparently lacking?

contingency

When a locally owned coffee shop heard that Starbucks may be coming to town, it developed a(n) _______ to establish alternative courses of action they could take if their competitive landscape changed.

contingency plan

Smith's Foods collects internal and external data for its marketing information system

continually

All of the following are components of total quality management (TQM) except

continuous monitoring of the bottom-line

A manager tasked with ensuring that a company reaches set goals by monitoring progress and taking corrective actions to adjust for deficiencies is exercising the ___ function of management.

controlling

Harlan's Used Autos prides itself on its efficiency and value in delivering vehicles that have had full mechanical reviews by trained mechanics before the vehicles are sold and a detailed list of known defects that have not been corrected provided to each customer. These characteristics can best be defined as Harlan's

core competencies

Janet has discussed a problem she is having with her AT&T communications services with an AT&T representative via chat. During the last chat, the AT&T rep writes that the company will be sending Janet a brief survey about the services she received so the company can better address customers' needs and concerns. The rep requests that she complete it and return it. Which facet of total quality management (TQM) is being exercised?

customer satisfaction

A ____ is a collection of information arranged for easy access and retrieval.

database

Carolina is opening a nail and day spa and would like to know more about her market to select colors, styles, and store location. If she uses information services available online, they would offer her access to which of the following?

databases

When a manager develops a set of possible alternative solutions and chooses one alternative from among that set, he or she is involved in the process of

decision-making

One of the six steps of marketing research is

define the problem

An economic downturn or upturn and the effects of other economic conditions on consumers' ability and willingness to buy are called ___ forces.

economic

Sherry Smith holds focus groups with employees of Smith's Hotels. By doing this she is employing which aspect of total quality management?

employee participation

An example of ___ would be an employer asking its employees to complete satisfaction surveys that management uses to improve employee job satisfaction.

employee relations

Dr. Timothy, PhD is the department head for his college's marine biology department. He has conducted research on every continent and published several papers. His work is cited by other researchers throughout the world. In spite of his experience, he is required to take classes in use of technology for educational purposes, applying technology practically in the classroom, and how to make courses accessible to individuals with disabilities. From an employment perspective, what are the additional classes?

employee training

___ is teaching employees new jobs, skills, and more effective ways of doing their present job.

employee training

Cherise has started a new dry cleaning business that utilizes online services for notifying customers that their orders are ready for pick up. Which of the following would least likely be considered a threat to the company?

employees

For management to put in place an effective reward system they must

enable employees to satisfy basic needs.

Piccard looks into the future of his company, seeks to inspire his employees with a vision of what they can accomplish to benefit everyone involved with the company, and implements initiatives to accomplish the goals he envisions. Piccard is a(n) ___ leader.

entrepreneurial

The ___ specifies that men and women who are doing equal jobs must be paid the same wage.

equal pay act

Terry's Trykes, a growing three-wheel motorcycle business, is interested in attracting managers who can contribute new perspectives to the managerial process. Terry's should focus its management search on

external recruiting

The ___ establishes minimum wages and overtime pay rates

fair labor standards act

Dwight is a(n) ___ manager in charge of both accounting and investments and oversees all of the employees involved with these functions for his company.

financial

Fred's Furniture Importers, a wholesale business, sells furniture to Sarah's Furniture Sales, a retailer. This is an example of a business-to-business market. Business-to-business markets include all of the following except ___ markets.

financial

The ___ resources of Mondavi Winery include revenues and loans from banks.

financial

____ resources include revenue from the sale of products and loans from financial institutions.

financial

Weyerhaeuser is estimating how much lumber it will sell during the coming calendar year based on a specified level of marketing effort. The method Weyerhaeuser will use to forecast sales includes all of the following except

financial ratios

Obligations to creditors and investors are met using

financial resources

Taylor is not in top management in her company but is well-liked, charismatic, and outgoing. When top management hands down new policies, other employees look to Taylor to determine how they should react. Taylor has ___ leadership in the company.

informal

Janet has started an electric car rental business in Sonoma, California. She rents out small electric cars from a parking lot equipped with charging stations. Renters swipe their credit card and driver's license through a meter and after the rental fee is deducted and information collected from the driver's license, the meter opens and the keys are dispensed. To check the vehicle in, the renter presses a button that says, "Vehicle Return," swipes their credit card and license again and deposits the keys in the meter. She has an agreement with a wine country tour company to drop off tour members next to her parking lot in order to entice them to rent from her. So far, her primary business is derived from renting the vehicles to the tour group tourists. She is considering expanding her business by offering day-long tours to sites around the county. She is also considering opening a chain of rentals with the first located near the cruise ship terminal in San Francisco and the others spaced at 60-mile intervals throughout the Northwest wine country. Which answer below best describes Janet's decision-making activities?

generating alternatives

Ernest's Emergency Supplies markets its emergency supplies in areas along the gulf coast of Florida where hurricanes and tropical storms have been known to cause devastation, rather than in Orlando, where hurricanes and tropical storms are unlikely. This is an example of ___ segmentation.

geographic

If the CEO of Becky's Bicycles states that she wants to have 50 percent of the bicycle rental business in Sonoma County by 2020, she has stated a

goal

Liz is an employee of Friendly Ford. She will be paid a wage which is a specific amount of money paid per

hour

Programmers, engineers, designers, lawyers, and accountants are Google's ______ resources.

human

Ramon has been hired to keep the books, write correspondences, answer phones, and pay the bills for a small company. Ramon provides a(n) ___ resource for the firm.

human

Which of the following is an organization's most important resource?

human

Adele is tasked with managing TUV Corporation's human resource program including hiring new personnel, processing new hires' paperwork, and processing the separation paperwork for those departing the company. Adele is a(n) ___ manager.

human resource

Calvin, a human resource manager at Very Large Corporation, tracks information on evolving technologies, industry staffing practices, projected economic trends, their company's future business ventures, and projected expansions or contractions of product lines to estimate ___.

human resources demand

Starbucks requires potential employees to complete an online job application before they go to the store in person to be interviewed. Employment applications are used for two purposes: to familiarize interviewers with the applicants' backgrounds and to

identify applicants who are worthy of further scrutiny.

Rocky has a managerial decision to make. The first step he will take is

identifying an opportunity

Dorothy is the manager of a department within her company. During her annual employee review she notices that Tim and Allen are less productive since they began working next to each other. What stage of the managerial decision-making process is Dorothy in?

identifying the problem or opportunity

Nail Concepts, a nail and day spa, is collecting marketing research information. All of the following are ways to collect useful marketing research information except

impulsively stopping persons on the street to inquire about their buying habits

Alyssa is being considered for promotion because she is very good at correctly identifying problems within her branch of the corporation she works for. Without being directed to, she generates reasonable alternatives and recommends what she believes are the best alternatives to resolve problems in the branch. She makes further contributions to the business by prioritizing issues according to the level of their importance because she recognizes the underlying reasons for different situations. Alyssa sets goals for the branch and meets with other managers to help them act on the goals. She also obtains regular reports of their progress. On an organizational chart where would you be most likely to find Alyssa's name.

top manager

After undergoing several recalls due to faulty parts being used in vehicles that were responsible for drivers' deaths, Toyota refocused its business and began a coordination of efforts directed at improving customer satisfaction, increasing employee participation in decision making, improving supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement known as

total quality management

ABC Business Solutions is an HR contracting firm that provides a variety of services to customers including employee training, assistance with downsizing, assistance with hiring to promote diversity, and training of managers to avoid common human relations legal problems. When it is helping small companies develop their human resource management, what activity is it involved in?

training

Hot Coffee, a retail coffee bean business, designs a single marketing mix and directs it at the entire market. The company is using the ___ approach.

undifferentiated

Bob and Betty recently opened a bicycle shop. They consider all bicycle riders as their target market. Which targeting strategy did they use in choosing a target market for their store?

undifferentiated approach

Allen has five employees for whom he will provide benefits. A benefit he is required by law to provide is

unemployment insurance.

A salesman for Sears, Roebuck & Company in the 1920s to 1950s would most likely emphasize the durability and practicality of the clothing the store sold rather than the latest fashions and may

use high-pressure sales techniques to sell more of the company's high production output

Ludwick is starting a steak and potato restaurant. He spent many hours sitting in various steakhouses making notes about which cuts of beef are ordered the most, which sell-out first, which side dishes are ordered the most, and what prices are charged for each product at the different restaurants. He already knows what his break-even point will be and is now trying to determine how he will promote his shop and whether he will rely on word-of-mouth and walk-in customers, or if he should actively market his restaurant. Which of the following best describes Ludwick's activities?

v

Vincent and Swede were lifting a couch to move it into the storage room at the furniture store where they are employed. Vincent injured his back. His medical bills for this injury are covered under

workers' compensation insurance.