Marketing final

Which of the following best exemplifies a cultural script?

"Alaskans are tough."

Which of the following best exemplifies a religious script?

"Jews don't work on Saturdays."

Mark, a salesperson at Signature Inc., is on a 10-day vacation. His manager Gregory calls him in the evening and asks him to meet one of their clients for dinner. Though Mark is on vacation and is not obliged to meet the clients, Gregory urges him to go for the meeting. Which of the following statements should Mark use to refuse politely and yet sound assertive?

"Since I am on vacation, I have taken some important personal work and I am busy with that."

Jacob was excited that he got a promotion as a marketing manager, but the promotion also meant that he would have to relocate to another state. Jacob is reluctant to move. Which type of inner conflict will this situation create for Jacob?

Approach-avoid

Dalton Inc. fired several good employees to make a structural change that would save money and guarantee other jobs. Despite the fact that the change did result in the promised improvements, other employees began to distrust the company and fear for their own jobs. Which of the following reasons for resisting change is observed in the given scenario?

Belief that the change is wrong

_____ is a type of spontaneous group discussion to help find multiple solutions for problems.

Brainstorming

Which of the following is a common characteristic of the major life changes that affect people?

Changes which are beyond one's control cause more stress.

Which of the following is a source of an internal stressor?

Cognitive appraisal

Keira is a customer service executive in an insurance company. In a feedback meeting, her supervisor asks her why she sounded angry with one of the customers. Keira replied, "Well if you think I am doing such a bad job, why don't you just go ahead and fire me? I know you don't like me." Which defensive reaction is Keira using?

Counterattack

Which of the following is a faulty notion regarding customer service?

Customer service is of little importance as customers exist for the benefit of businesspeople.

Which of the following will be most effective in improving your emotional intelligence?

Developing relationship management skills

Which kind of stress will you most likely experience when you are down with a cold?

Distress

What can managers do to reduce corporate stress?

Encourage independent and creative thinking.

Which of the following statements is true of customer needs?

Every customer's needs include being treated fairly.

Which of the following steps occurs in the "beginnings" phase of dealing with personal loss?

Experimenting

Who among the following is most likely to have a type A personality?

Jessica, who is a perfectionist with a sense of time urgency and is often hostile

_____ are rules or beliefs that keep people from being as creative as they otherwise could be.

Mental locks

Which of the following can be seen as a large game in an organization that contains many combinations of games?

Office politics

Which of the following rules is applied in the second session of the brainstorming process?

Participants return to rational mode.

Which of the following is a danger associated with the seven-step personal recovery process?

People may think that they should passively allow the steps

Which of the following is the most important criticism against Lewin's change model?

Refreezing is not a realistic concept in today's business world.

Which of the following is a mistake made by a person entering the neutral zone when dealing with personal loss?

Retreating into isolation

Which of the following reactions to personal loss typically occurs in the emotional standstill stage?

Shock

According to the founders of emotional intelligence (EI), which intelligence allows you to understand the politics of your own workplace?

Social awareness

In which stage of the general adaptation syndrome is the fight-or-flight response activated?

The first stage

According to Csikszentmihalyi, which of the following is a component of the "flow experience" when performing a task?

The person's attention is completely absorbed by the activity.

Which of the following is a defining characteristic of people with spatial intelligence?

They have a knack for seeing how elements fit together.

Which of the following statements is a defining characteristic of people with the type B personality?

They have the ability to relax and delegate work.

Unethical customer service can result in victimized customers.

True

_____ is the first step of Lewin's change model in which the actual organizational changes are made.

Unfreezing the status quo

In which step of the creative process is a newly created concept, product, or service proven to be worthwhile?

Verification

Which of the following is the best way to deal with a customer complaint?

You should take it as an opportunity to learn about the problems of your products and improve.

An internal customer is best described as a person who:

depends on the other people in the company to provide the services and products for the external customer.

Research has shown that true creativity results from:

divergent thinking

Research has shown that true creativity results from:

divergent thinking.

A "nice" customer is best described as a person who:

does not complain, but responds to bad service by taking his or her business elsewhere.

Japanese companies using the Kaizen approach have been successful at implementing change because:

employees are actively involved in making operational and change decisions.

The positive stress felt when playing baseball is referred to as _____.

eustress

Uranus, a retail store, provides supervised child care for its customers. This is an example of:

going the extra mile.

Psychologist Mihalyi Csikszentmihalyi describes creative people as:

having flexibility and fluency in ideas

Psychologist Mihalyi Csikszentmihalyi describes creative people as:

having flexibility and fluency in ideas.

Jenna constantly tries to please everyone around her. She believes that she must have the love and approval of all the people who are important to her. Consequently, she works late to finish tasks for her colleagues, constantly runs errands for her friends, and gets overloaded with work because she can never refuse sudden requests from her boss. The most likely reason for Jenna's unnecessary stress is:

her irrational belief.

People whose intelligence fall into the category of ______ are typically gifted writers, poets, songwriters, and speakers.

language

According to Csikszentmihalyi, ______ refers to the pleasure derived from the creative process of reaching a goal.

optimal experience

When dealing with an unreasonable, angry, or overly demanding customer, you should:

remain focused on the issue.

When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:

respond honestly and openly.

According to psychologists, _____ can be defined as the nonspecific response of the body to any demand made on it.

stress

Creativity is best described as:

the ability to come ups with original and effective solutions.

The self-esteem trap is best described as:

the circumstance that comes from taking a customer's attack personally and letting it affect your own self-esteem.

A creative person is usually motivated by:

the joy of the discovery process.

An OD intervention is best described as a:

training tool that teaches members of an organization how to solve their problems.

Among the four different areas or "clusters" of emotional intelligence, self-awareness refers to the ability:

understand when you are seen as underrating or overrating another person.