Spring 2020 BUS 1010 Mod 7-13

In the context of the four Ps of the marketing mix, which of the following best corresponds to a decision regarding price?

A company's decision to allow a month-long credit period for bulk purchases

Tyrone is an African American who was told during a recent job interview that he would not be hired because the interviewer had issues with the color of his skin. Which federal law was created to combat this kind of discrimination?

Civil Rights Act of 1964

When a company such as Patagonia wants to attract qualified human resources, which of the following is the first step it would take?

Conduct a job analysis

The hiring deadline is fast approaching, and you need to act quickly to fill the position before the end of the fiscal year. What should you do?

Contact the others who interviewed the candidates and ask for their feedback.

__________ is the process by which managers measure performance and make sure the company's plans and strategies are being or have been properly carried out.

Controlling

__________ is used to involve customers more closely in business decisions like purchasing.

Crowdsourcing

According to the four Cs of the marketing mix, which of the following corresponds to the customer element?

Customers expect a product to deliver individual solutions rather than a standard solution.

________ shifts, such as age, gender, ethnicity, and marital status, and changing values, can signal opportunities for businesses.

Demographic

Marianne is the payroll manager at Johnson Manufacturing. She wants to upgrade the department's accounting systems. To whom would it make MOST sense for her to send her

Director of Management Information Systems

________ refers to the application of products like Facebook in a corporate setting.

Enterprise social networking

Which of the following is C2C website?

Etsy.com

Which of the following is a defining characteristic of an incentive-based compensation structure?

It has a lower base salary and then is enhanced with a commission.

Which of the following is a disadvantage of internal recruiting?

It increases the possibility of not getting the best candidate due to a limited search process.

Which of the following best describes Big Data analysis?

It is the use of tools and analysis techniques for treating very large, very complex data sets.

Which of the following best describes phishing?

It is used to trick online users into divulging their personal information, like credit card numbers.

Which of the following best describes groupthink?

It refers to the behavior of wanting to fit in.

Which of the following is true of the Congress of Industrial Organizations?

It was formed in 1935 to represent entire industries rather than specific workers' groups and just skilled workers.

________ is the process of working with people and resources to accomplish the goals of an organization.

Management

___________ are responsible for tactical planning.

Middle managers

The Q12 has identified Miranda as an actively disengaged employee. According to the Q12, which of the following statements is MOST likely true?

Miranda combats the efforts of engaged employees.

What is the difference between performance management and performance appraisals?

Performance management is an ongoing process while a typical performance appraisal happens once per year.

________ involves tricking a person into entering sensitive personal or financial information into a form on a website or in an e-mail, typically by convincing the person that she is dealing with a site she normally interacts with, such as her bank.

Phishing

Patagonia does not promote its employees very often. Which of the following best describes why they don't often promote?

Promotion is not available often because turnover is so low.

Which of the following scenarios is an example of increasing a firm's product mix width?

Reintron, Inc., a consumer electronics manufacturer, is planning to add two new product lines—laptops and headphones—to its product mix to increase its business.

The Q12 identified Sarah as an employee who is not engaged. According to the Q12, which of the following statements is MOST likely true?

Sarah makes little contribution to the company.

Michele is walking home from work when she gets caught in a rainstorm. To get out of the rain, she goes into a convenience store and purchases an umbrella. What of the following led to Michele's buying decision?

Situational influences

DC Shoes' products are most likely classified as which type of consumer goods?

Specialty goods

Customers must create online accounts in order to reserve cars through Zipcar, which includes providing personal information like credit card numbers. Which of the following is a risk associated with this activity?

Spyware

__________ operates in the backchannel of an Internet connection, collecting data and relaying that data to interested parties for the purpose of fraud or identity theft.

Spyware

How does a firm's vision statement differ from its mission statement?

The vision statement sets the long-term objective of a company and tells where the company is headed, whereas the mission statement is a more current description of an organization's purpose, basic goals, and philosophies.

Which of the following is true of MIS personnel?

They bridge the gap between purely technical knowledge and how it will impact a business.

Which of the following is true of laissez-faire leaders?

They create harmony by connecting people to one another.

Whole Foods established the Whole Planet Foundation that supports microlending operations in the countries where ingredients are purchased. The need to effect positive change is most consistent with which theory of motivation?

Three needs theory

________ are typically categorized as consumer products.

Unsought goods

Sun Electronics, Inc., a company producing electronic goods, plans to launch a new range of high-definition televisions. The company hires a marketing researcher to obtain information about existing customer preferences in order to customize its promotional campaign for maximum effect. However, the company cannot afford to spend too much on marketing research because it is still growing. Which of the following methods should the marketing researcher employ to obtain this information in the most cost-effective way?

Use Internet search engines to obtain information on the types of televisions most frequently sold.

Now that you've conducted marketing research, you want to determine the target market for the new service. How would you best describe the demographic variables for this target market?

When asked to rank the variables from best to worst, you correctly identified most of the items

What is the basic premise of the Hawthorne effect?

When workers are being given special attention, their productivity increases.

Patagonia offers employees onsite daycare and allows employees the freedom to leave during the day if a family situation arises. Which of the following best describes this benefit provided by Patagonia?

Work-life benefits

You've chosen to conduct surveys to do more market research in offering a new service at the medical spa. Which of the following survey approaches would be most useful to you in obtaining the data you want?

You chose an online survey. This was an incorrect choice

Your client doesn't want to lower the price on The Boss and asks you to come up with some other ideas to extend the life of the product. What other strategies could you suggest?

You chose to increase marketing and promotional efforts. That was an OK choice.

The firewall has been repaired as per your directions. You want to be absolutely sure that the firewall issue has been fixed completely without introducing new security threats. What action plan will you opt to implement for evaluating the security of the firewall against external security threats?

You chose to talk to the teams responsible and understand the issue. This was an OK choice

What BEST describes a data mart?

a collection of data about a single product or department that is part of a larger collection of data

A B2B market is ____________.

a large market where businesses purchase goods and services from other businesses

Which of the following is NOT an advantage of online marketing over traditional marketing?

ability to reach households without high-speed Internet access

Emi has worked as a computer programmer for the same company for five years. She is actively looking for another job and spends a great deal of her work day scanning want ads, making phone calls, and chatting with her coworkers. She completes none of her work tasks and is secretly pleased to negatively affect the company with whom she is employed. According to the Q12, Emi is classified as ________.

actively disengaged

Bill was discharged from his job. He believes he was wrongfully discharged and is entitled to compensation for being wrongly let go. Bill's employment contract states that rather than suing for damages, he and his employer must use an alternate method to settle their differences—one in which a third party hears both sides and makes a binding decision. Given this scenario, which of the following best describes the alternate method specified in Bill's employment contract?

arbitration

Intrinsic motivators __________.

are motivating influences based on a person's actual interest in his or her work

Interpersonal skills are important in business because business people spend ________ communicating and interacting with others during the course of the day.

at least 75 percent of their time

The need for affiliation in McClelland's "three-needs" theory most closely resembles which need in Maslow's hierarchy?

belonging

Which of these falls directly under the responsibility of first-line managers?

day-to-day operations

A __________ is a formal statement that summarizes what the employee will do in a role.

job description

According to Maslow, which need are people striving to satisfy when they seek stable places to live and work?

safety

Which of the following is the BEST source of new leads for good salespeople?

satisfied customers

Objectives are best defined as __________.

short-term targets that are designed to help achieve goals

A store that sets its prices at the same level as the store across the mall is using the pricing objective of ________.

status quo pricing

eBay, which never owns the various items it sells, can be considered a(n) ________.

agent/broker

Which of the following processes BEST describes how managers identify unseen problems?

analyzing data and searching for trends

All of the following are steps in new product development EXCEPT ________.

brand awareness

Promotion is designed to increase brand awareness, sales, and ________.

brand loyalty

Which of the following is NOT a way that technology is used in CRM?

calling consumers to persuade them to try a company's products

Which of the following is characteristic of a business-to-business market?

complex buying decisions

To make good decisions, a successful manager must be able to think abstractly in order to picture the organization as a whole and to understand its relationship to the rest of the business community. In other words, the manager must have ________ skills.

conceptual

Objectives are ________.

designed to help a company achieve its goals

Total fixed costs are $300. The selling price is $15. Average variable costs are $5. The breakeven volume of production is ________ units.

30

Which of the following is the BEST example of how technology supports ethical conduct in hospitals?

Technology allows employees to report mistakes and "near misses" without risking disciplinary action. E-mail

A __________ is a large market where businesses purchase goods and services from other businesses.

B2B market

Kaolin, Inc., a clothing store, has increased its interaction with customers via phone, e-mail, and social networking websites. This has helped the store to keep the customers informed about new collections and upcoming seasonal sales. In return, the customers give feedback about the services provided by the store. Which of the four Cs in the revised marketing mix does this scenario represent?

Communication

________ determine what number of intermediaries will be required to achieve the greatest level of efficiency.

Competitive markets

Which statement about Theory Z is FALSE?

It often creates high turnover.

Which of the following is NOT an example of how not-for-profit organizations use marketing?

The Red Cross is investigating the use of alcohol-based drugs for children's diseases.

Pick and Pack, a grocery chain, purchases the products it sells in which of the following markets?

The business-to-business (B2B) market

Melanie works for the grocery store Pick and Pack, which sells products in which market?

The business-to-consumer (B2C) market

Which of the following statements is true of the consumer buying process?

The buying process can be interrupted at any time with a "no purchase" decision.

At which stage in the product life cycle are new products launched?

The introductory stage

Which of the following is the final step in the consumer buying process?

The postpurchase evaluation

Which of the following is true?

The process of creating a strategic plan involves generating tactical plans to carry out a company's goals.

Which era lasted from the mid-1920s through the early 1950s?

The sales era

On which of the following does a marketing strategy focus?

The target market and the marketing mix

Which of the following is true of the nature of B2C markets in comparison with other types of markets?

They are characterized by mass advertising.

Luis works as a marketing manager for a consumer products company. He feels strongly about the product lines he manages and is dedicated to the company's mission and ideals. Luis' product lines are among the best sellers in the company. The Q12 would MOST likely classify Luis as ________.

engaged

When there is only one outlet for a line of products in a given geographic area, this is called ________ distribution.

exclusive

A peer-to-peer exchange __________.

is categorized as a consumer-to-consumer (C2C) website

Using expectancy theory, how would you best address the problem described by Hilde?

not collaborative goal setting

Marketing has evolved over which general eras?

production, sales, marketing, societal marketing, customer relationship

According to Victor Vroom's expectancy theory of motivation, valence is best defined as ________.

the importance that an individual places on the expected outcome of a situation

A manufacturer produces 200 units of a product at a total cost of $1,000. If the manufacturer wants to make a markup of 10 percent, the price per unit would be ________.

$5.50

Teresa just received a quarterly statement from the Vanguard Group, which shows earnings from investments using her pretax dollars. Teresa contributes a percentage of her salary to the plan and her company matches it. Teresa is participating in a(n) ________.

401(k)

In which type of market do sellers have the least amount of control over the prices they charge?

A perfectly competitive market

Which of the following best describes goals?

Accomplishments an organization wants to achieve within a certain time frame—in most companies, usually about 5 years

The mission statement for a company is MOST likely to appear on ________.

Advertising materials

Kyle has just accepted a job as an accountant for a large firm. He is deaf, so his employer is expected to accommodate Kyle's needs with some modified telephone equipment. These reasonable accommodations are legislated under the ________.

Americans with Disabilities Act

Yahoo participates in which type of online commerce model?

An advertising-based model

An employer and one of its unions are having a disagreement over union members' pay and benefits. Both parties have agreed to have a third party settle the dispute after hearing all of the issues. Which of the following best describes this procedure for settling the dispute?

Arbitration

In addition to interviewing, you've decided to have the candidates take a pre-employment test. Which of the following pre-employment tests would be most useful in predicting the candidate's job success?

Ask the candidates to perform a job skill test: Hand the candidate a pen or a pencil from your desk and ask him or her to "sell" it to you.

_______ is creating a name, a term, a symbol, or a design that distinguishes a company and its products from all others.

Branding

Zipcar uses the data it collects to make business decisions, such as determining its product's overall adoption and penetration in a community, and to analyze the financial state of the company. This suggests that Zipcar most likely uses which type of system?

Business intelligence software

eBay is an example of which type of e-commerce transaction?

C2C

Dance On is an event management company that has made a profit of $660,000 in 2 years. Its rival company, Tons of Fun, has not made any profit in the same 2 years. Keeping this information in mind, which of the following can be expected to happen with the companies this year?

Dance On will offer its employees bonuses this year; Tons of Fun will not.

__________ are used to efficiently sort, organize, and store information.

Database programs

Mentoring Moment: External Forces Let's try this out. Drag the factor into the correct portion of the external marketing environment. When you are done, click Submit.

Great job! You categorized all the items correctly.

__________ is gaining unauthorized entry into a computer system.

Hacking

When a Patagonia employee must take a leave of absence, the empty position is often filled by a current employee from a different department. This indicates that Patagonia uses which of the following recruiting methods?

Internal recruiting

Which of the following defines the total product offer?

It consists of all the benefits associated with a product that impact a consumer's purchasing decision.

Which of the following best describes a 401(k) plan?

It is a defined contribution plan to which employees can contribute pre-tax dollars up to a specified legal limit.

Which of the following best describes viral marketing?

It is a practice that involves using social networks, e-mail, and websites to spread the awareness of a particular brand.

Which of the following statements about social media's impact on business is NOT true?

It is important to use social media for marketing, but it cannot be used as an avenue for more specific business decision making.

Which of the following BEST defines McClelland's need for achievement?

It is the need to accomplish something difficult on one's own.

Based on the video, authority flows in a direct chain of command from the parent company to each MyGym franchise. This best describes which type of authority?

Line

DC Shoes is mostly likely which type of brand?

Manufacturer's brand

Patagonia encourages its employees to take time from their workday to go surfing. This activity is not simply fun but also gives the employees which type of training?

On-the-job training

________ increase a company's sales by selling to new customers and increasing a firm's sales to its existing customers.

Order getters

__________ allows advertisers to pay only for the number of times Web surfers click on their ads.

Pay-per-click advertising

__________ that affect customer buying decisions are shaped by a person's age, gender, economic situation, lifestyle, and personality.

Personal influences

The video describes Jones Soda's target market as a "young, hip, and counterculture." Which segmentation is Jones' most likely using?

Psychographic

An advisory panel of professionals in the areas of child development and psychology assist MyGym with decisions but has no final say in the actual decision. Which type of authority would these professionals most likely have?

Staff

Which of the following best describes a firm's product mix?

The combination of all of the products the firm sells

Managers at Whole Foods believe that employees generally view work as being as natural as playing and resting. Which theory of motivation best describes this assessment of Whole Foods' managers?

Theory Y

Which of the following best describes a vertical organization?

They are those where the power belongs to a few, and most people are in positions where they obey a supervisor.

You're scanning the morning news and realize that several factors in the external environment could positively impact the potential growth of the medical spa. Which of these news stories has the potential to have the greatest positive impact on the success of the medical spa?

You chose "Insurance Companies May Stop Covering Nonessential Cosmetic Procedures." That was an incorrect choice. :(

Your next client is Alan, who runs a high-tech toy company. He has some concerns: "We have a radio-controlled (RC) helicopter that's been in the market for about 4 years. It was a smash in the market when it was launched, but honestly, it's kind of outdated now. Let's face it, fixed pitch RC helicopters aren't exactly top-of-the-line anymore. The good news is that most of our competition is off the market. The bad news is that our sales have sunk like a rock, and we're sitting on a lot of inventory. What do you think we should do to pick up the most sales?"

You chose to drop the price to sell out the supply. This was the best choice and allows the company to drop the product line when its inventory is depleted.

Action learning is best described as __________.

a management development training approach that allows trainees to work together on teams to analyze real-time corporate problems that extend beyond their areas of expertise

In terms of a product offering, the ________ is the tangible aspect of the purchase that you can touch, see, hear, smell, or taste.

actual product

There are several steps that are crucial to effective time management. Which of the following steps will NOT improve the productivity of a business?

answering all emails as soon as they arrive

After accepting a new job and moving to a new city, Tania felt isolated and unhappy. After a few months, she became friends with some of her coworkers and joined a book club. According to Maslow, Tania fulfilled her need for ________.

belonging

Branding benefits ________.

both buyers and sellers

As a chief information officer, Bob looks for ways that his company's technological resources can generate bigger returns on its information technology investments. Which aspect of the CIO's role is he MOST specifically addressing?

budget

John Deere, the farm equipment company, directs its advertising toward farmers. This is an example of ________ advertising.

business-to-business

Which of the following is NOT a legitimate criticism of marketing?

catering to an exclusively upscale clientele

When Firefighters Local 48 negotiates directly and only with its employers for better work conditions and terms of employment so that each firefighter doesn't need to negotiate individually, it is called ________.

collective bargaining

In the new-product development process, market testing occurs before ________.

commercialization

Annual reports are an example of ________.

controlled messages

During the __________ era, organizations have tried to intensify their focus on customer satisfaction over time.

customer relationship

During which era did businesses switch their focus to place special emphasis on pleasing customers after the sale?

customer relationship era

The term used to define the set of skills including self-awareness, self-management, social awareness, and relationship management is __________.

emotional intelligence

The process of new-product development starts with ________.

idea generation

The first step in the marketing process is to ________.

identify a market need

Data ___________.

is the representation of a fact or an idea

The HR department of Luxury, Inc., a home-furnishings manufacturer and retailer, is in the process of re-staffing the entire organization. The company is doing well, so the CEO wants to expand the company by hiring more workers and setting up a new office. Before it begins the hiring process, it must clearly identify all available positions in the company and the exact roles and responsibilities of each position. To identify the exact roles and responsibilities of each position, the HR department of Luxury, Inc. must do a(n) __________.

job analysis

Nolan is applying for a promotion within his company. The ________ state that the qualified candidate must have a four-year college business degree, five years of experience with the sales force, the ability to work under pressure, and excellent communication and organizational skills.

job specifications

Employment at will is a __________.

legal doctrine that states that an employer can fire an employee for any reason at any time

All of the following are perceptions of brand EXCEPT brand ________.

license

Recently, negotiations between a local housepainters union and their employer came to an impasse. The employer felt he had a legitimate position in the negotiations and refused to allow union member painters from entering the premises. This is called a ________.

lockout

Technology BEST supports whistle-blowers by ________.

making it possible for people to report a business's ethical violations anonymously

Which of the following is a function of a company's IT department?

managing the use of mobile computing

Ford offers several categories of vehicles: cars, minivans, trucks, and SUVs. All of these vehicle categories together make up Ford's product ________.

mix

According to strength-based management, ________.

motivation can be increased by helping employees determine their assets and build on them

Galaxy Lighting is a new company creating chandeliers specifically to be used in hotel lobbies. Since its potential customers are very narrowly defined, it must undertake ________ to focus its marketing efforts.

niche marketing

You meet with the Manager of Human Resources, who suggests that the two of you first update the job description. Keeping in mind the profile of the position, which of the following would you list as work experiences required for the job?

not 3+ years in marketing and promotion maybe 3+ years experience in the health sector

Phishing is MOST OFTEN used to ________.

obtain personal information such as credit card numbers

Antonio owns a small auto body shop. He is concerned with apathy among his employees and decides to add some extrinsic motivators in hopes of increasing performance. Which of the following is NOT an extrinsic motivator Antonio may try?

offering work employees may find more satisfying

First-line managers are responsible for __________.

operational planning

Anna, a psychology major, has decided to specialize in the study of how to create a workplace that fosters motivation and productivity among employees. This is known as ________ psychology.

organizational

A company that charges a high price to invoke perceptions of high quality is using ________ pricing.

prestige

The most visible part of the marketing mix, which can be very expensive, is ________.

promotion

One good way to practice active listening skills is to ________.

repeat back points that the speaker made when the speaker is finished

What is the BEST definition for data?

representations of facts or ideas

In the age of identity theft, customers feel that marketers are violating their privacy when they ________.

resell information collected in marketing surveys without permission

Simulation training would be LEAST LIKELY to be used for which of the following jobs?

retail

Once an organization has performed a complete situational analysis, including an evaluation of its internal strengths and weaknesses and the external opportunities and threats of the market environment, then it is ready to ________.

select its target market

Whole Foods provides customers with food products. According to Maslow's hierarchy of needs, which level of needs does food satisfy?

selected option a Physiological needs

The ________ serves as the sales department for the manufacturer.

selling agent

With ________, a firm estimates the value that customers receive from a product and, through it, the price they are willing to pay, and then subtracts an acceptable profit margin to obtain a desired cost.

target costing

Conceptual skills are particularly important for __________.

top managers

Strategic planning is best described as the process by which ________.

top-level managers set the approach for achieving the long-term goals and objectives of an organization

What is MOST often the lowest cost transportation mode?

waterways

You have many decisions to make in the next few days. Your boss, Pearl, calls to check on how you're doing: "I know you have a lot on your plate. Make sure you prioritize security and cost-savings tasks first, and let me know how I can help." You scan your To Do list. Which of the following should be your higher priorities?

- investigate the company's Internet bandwidth - repair the extranet firewall - ? not release an email privacy policy

Which of the following best describes collective bargaining?

A process undertaken to help a union negotiate with an employer for better work conditions and terms of employment

Effective leaders do which of the following?

Base their decisions on facts.

Each employee of Whole Foods is a part of a team. Which level of Maslow's hierarchy of needs does the team environment satisfy?

Belonging needs

__________ is a form of noncash compensation.

Health insurance

Which of the following illustrates the influence of culture on how a firm implements its marketing mix?

Nike had to apologize for having offended Chinese officials by depicting culturally revered Chinese figures in an advertisement.

Unfortunately, your efforts to identify a qualified internal candidate didn't pan out. You asked your current sales representatives if they could recommend someone, and you posted the job on Monster.com. Resumes soon began pouring in. You've narrowed your choices down to the six resumes shown. You really don't want to spend too much time interviewing, so you've decided to bring in your top three choices for an interview. Based on the six resumes shown, whom should you interview? (Choose three resumes.)

Resume 2 - Mallory Martin Resume 3 - Mark Riggeri Resume 4 - Egan Kowen

__________ is the practice of collecting social media mentions of a specific product or company for analysis and reporting on patterns and trends.

Social media monitoring

Which of the following is true of democratic leaders?

They listen well and involve employees in the decision-making process.

The second potential growth opportunity is to add facial resurfacing treatments designed to remove age spots and wrinkles. Once again, in purchasing marketing data from the marketing research company, you want to make wise purchasing choices. Of the choices shown, which would you consider to be the most important in evaluating the potential of this growth opportunity?

You chose 40 and older. This was the best choice

You're intrigued with this candidate's answer to the first question, so you decide to probe a little deeper. Because the successful candidate must be able to not only initiate and follow through on a sales call, but also effectively handle dissatisfied customers, you decide to ask about the candidate's ability to handle disgruntled customers. You pose the following scenario: "Assume that you have a sales appointment with a client to sell health supplements. However, you discover that the client had purchased the company's line of steam inhalers only last month and already faced issues with them. During the meeting, the client tells you, 'Although my shop needs a new stock of health supplements, I'm reluctant to buy any other products from your company. The three batches of inhalers I bought last month were all faulty. I emailed the customer service department, but I still haven't received a response.' How would you handle such a situation?" Which candidate appears to have the strongest response to this question?

You chose Candidate B. This was the best choice because it indicates that the candidate can effectively handle dissatisfied customers and also meet the company's sales targets. (focus on resolving)

After making your selections, you receive the following email. From: Dennis Cummings, Marketing Research Pros Subject: Research Data Here is the marketing research data that you requested. Please give me a call if you have any questions or if you'd like to discuss the data further. Based on this report, which of the options would appear to be the best?

You chose skin resurfacing. This was the best choice

Your next step before recommending a price is to determine what customers may be willing to pay. Your client tells you that the market research she has done on this product suggests that the maximum price customers would be willing to pay for the soap is $6. Let's see what happens to the anticipated sales volume at different price points: What price should you recommend to your client?

You chose to price the soap at $5.00. This was the best choice.

Wholesalers are intermediaries that do NOT resell products to ________.

final consumers

Which transportation mode MOST often has the highest accessibility to markets?

trucks

George is a longtime supervisor who is used to making hard decisions without consulting others. What type of supervisor is George?

An autocratic leader

When eight to ten potential customers are asked for feedback on a good or service, advertisement, idea, or packaging by a company, they are called a ________.

focus group

A snack food bag is white with plain black letters spelling, "Corn Chips." This is most likely an example of a ________ brand.

generic

A group of workers typically can form a union by __________.

having a majority of workers form a bargaining unit for union representation

An organization where power is distributed and employees work in groups or teams is a ________ organization.

horizontal

In an organizational chart for a company, training will generally fall under what division?

human resources

True Phoenix, Inc. has been rigorously evaluating 15 new-product ideas derived from multiple sources. Through this evaluation process, the firm aims to separate three best ideas that it will develop into final products. True Phoenix is in the ________ stage of the new-product development process.

idea screening

Jack is the leader of a team in charge of developing a new promotion for a sports drink. Which of the following represents the first step Jack and his team will MOST LIKELY take?

identify the target market

Which of the following is NOT a reason that diversity in the workplace has increased?

increased laws mandating hiring of employees of different ethnicities

The two functions of labels are to ________.

inform and persuade

A bag of snack food is bright and colorful and says, "Fritos." This is an example of a ________ brand.

manufacturer's

Which is NOT a primary function of management?

marketing

During the __________, consumers were beginning to tire of "hard sell" tactics, so businesses began devising clever advertising and promotional campaigns.

marketing era

Jones Soda offers various flavored sodas at a higher price point than its competitors. Large retailers sell the Soda, and it is promoted through media such as television. The combination of these aspects is known as the _________________.

marketing mix

A(n) __________ organization is best described as a type of management system in which people are pooled into groups by skills and then assigned to projects as needed.

matrix

Division managers who are responsible for financial, marketing, sales, operations, or IT divisions and team leaders who are responsible for a group of employees are ________.

middle managers

When Boeing recently produced its latest airplane, the Boeing 787, parts of the plane were manufactured by a firm in Italy, other parts were manufactured by a firm in Wichita, Kansas, and all of the elements of the plane were shipped to Everett, Washington, where the final assembly was completed. This is an example of a ________ organization.

network

Market More is a department store located in many states across the country. Its CEO and CFO are satisfied with the profits it has made consistently over the past few years. They recognize the possibility of expanding their chain to other countries as well. The possibility of the company's international expansion reflects the __________ component of SWOT analysis.

opportunities

The need for a business to change quickly will often help determine the ________.

organizational structure

The HR department of Denton Consulting, a software-development company, has just hired a new batch of software engineers for its latest project. The firm's HR manager, Maria, wants to ensure that none of these new employees has any problems with regard to the company's processes and regulations. To help the new employees become familiar with Denton's processes, Maria will conduct a(n) __________.

orientation program

When an Italian printing company hires an American salesperson to visit American publishers and present the advantages of printing with this Italian company, this is an example of ________.

personal selling

In Maslow's hierarchy, the need for water, food, and sleep are classified as ________ needs.

physiological

The ______________ component in the marketing mix refers to all the methods involved in getting a product into the hands of customers.

place

Gail's Gears is a new company selling accessories for bicycles. Its new advertising campaign features instructions on how to assemble various accessories, including flashing lights for traffic safety, gear boxes to mount on the handlebars, and other products to attach to the seat over the back tire. This advertising campaign is an example of ________ advertising.

product

When companies constantly take the pulse of changing customer needs and wants and then quickly adapt to meet them, they are sometimes able to ________.

satisfy customer preferences before they are expressed or even known by customers

Zipcar explores and analyzes its data mart to uncover relationships and patterns in the data that can help the company be more successful. This is referred to as ______________.

selected option b data mining

Zipcar maintains Facebook pages for customers and fans to stay connected to the company and to spread awareness of its brand. These efforts are known as ________.

selected option e viral marketing

Which of the following is NOT a reason to seek out temporary work?

to join retirement and pension plans at various companies

Trade shows and conventions, sales contests, quantity discounts, and free merchandise are ________ tools.

trade sales promotional

When competition for customers became more intense during the sales era, businesses began to ________.

undertake aggressive sales tactics to "push" their products

According to Vroom's model, which psychological force answers the question, "How great a reward will there be if my performance is exemplary?"

valence

A company that is organized around specific business functions and where there are several levels of first-line and middle managers is a(n) ________ organization.

vertical

A(n) ________ organization consolidates decision making in the hands of a few people.

vertical

A __________ is a personnel inventory that includes information about each employee, such as age, education, training, experience, specialized skills, and current and previous positions held within the company.

workforce profile

ClothesOverShows is a clothing manufacturing company that is currently understaffed. Before adding more personnel to the workforce, the organizational staffing team must determine the optimal number of employees the business needs. To do this, they must predict the future demand for employees and compare this with the existing supply of employees in the company. To determine the existing supply of employees in the company, the organizational staffing team will use a __________.

workforce profile

________ are collections of tables of data that organize the data and allow people to analyze and run reports on those data.

Database management systems

A(n) __________ is a software system that is specially designed for the needs of management.

EIS

The third potential growth opportunity is to add treatments designed to enhance the volume, length, or thickness of eyelashes and eyebrows. Once again, in purchasing marketing data from the marketing research company, you want to make wise purchasing choices. Of the choices shown, which would you consider to be the most important in evaluating the potential of this growth opportunity?

You chose male vs. female. This was one of the best choices

Bob's budgetary responsibility as a CIO includes not only creating and managing an IT budget but evaluating IT expenditures for ways in which the money invested in IT resources can contribute to positive financial returns for the company.

e-commerce

A whole supermarket shelf of snack food bags is marked, "Frito-Lay." This is an example of a(n) ________ brand.

family

The first step in the selling process is ________.

prospecting

To a researcher collecting data, the New York Times is a ________.

secondary source of data

Which of the following provides an employee with feedback on how well the person is doing, as well as where the person could make changes and improvements?

A performance appraisal

Which of the following is the BEST example of ownership utility?

A store sells a swimsuit to a customer.

Publicize, Inc. is a publishing house known for its promptness and quality. Which of the following goals devised by Publicize is specific and measurable?

All employees must edit a minimum of 5,000 words in an 8-hour day.

________ messages include corporate advertising, advocacy advertising, and public service advertising.

Controlled

Which of the following scenarios is an example of increasing a firm's product line length?

Dilfraumm, Inc., a company manufacturing personal care products, is adding three more brands of shower gel—Genesis, Deinne, and Reiviz—to its product line.

Which of the following best describes electronic monitoring?

It is commonly used to track employees' keystrokes and e-mails, examine their Internet browsing histories, and even monitor their cell phone and instant messaging usage.

Which of the following best describes a data warehouse?

It is created when a company begins to store vast amounts of data in database systems separate from its production databases.

Which of the following best describes human resources forecasting?

It is the process of determining a firm's future demand for employees.

Which of the following best describes data mining?

It is the process of exploring and analyzing a data mart to uncover data relationships and data patterns that will help a business.

________ markets typically consist of only a few dominant sellers.

Oligopoly

Mary and Mike Stelter are both in their mid-50s. They have decided to purchase long-term insurance that will pay for the cost of their having to a live in a rest home for an extended period of time. Which of the following are driving Mary and Mike's decision?

Personal influences

A shoe manufacturing company realized that the niche it was in was being dominated by a large number of small companies. These companies charged high prices for their products relative to the value they delivered. As a way to drive these smaller players from the market, the company decided to temporarily lower its prices drastically relative to what these firms were charging, even if it meant not being able to cover its total costs. Which of the following best describes the pricing strategy the shoe manufacturing company is using?

Predatory pricing

Health Nation, Inc. plans to develop a new protein formula that helps obese people lose weight safely. The company is willing to invest a large amount of money in the research and development required. The company also plans to introduce the protein mix in three different flavors and sell it under the brand name Prothin. Employees involved in this project have been promised good promotions if the protein formula becomes successful. Which of the four Ps of the marketing mix has been described in the scenario?

Product

Before the interview, you were briefed by the HR Manager to be careful not to ask any questions that might violate any employment-related laws. Which of the following questions should you AVOID asking during an interview?

Question 1: You have an unusual accent. What's your native tongue? Question 2: I love that cross necklace you're wearing. What church do you belong to? Question 3: What is your date of birth? Question 5: I notice that you're walking with a cane. Are you okay?

__________ determine the resources and the actions required to implement particular aspects of a strategic plan.

Tactical plans

Which of the following best describes specialty goods and services?

They are consumer products that have unique characteristics and no suitable substitutes.

Before recommending a price, you need to gain an understanding of your client's costs in producing the soap. She gives you the following information: -Fixed costs (rent, insurance, utilities): $10,000 annually -Variable costs (raw materials, production, shipping): $2.00 per unit She thinks that she might be able to sell the soaps for $4-$5 and wants to have an idea of how many soaps she would need to sell in order to break even. At a selling price of $5, how many units would your client need to sell in order to break even?

You chose 3,333. That was the best choice. 10,000/3 = 3,333

Your client seems relieved with this figure . "That's actually better than I thought," she confesses. "But how would that number change if I only charged $4 per unit?" You run a quick calculation and give her the news. If she sells the soap for $4, she'll need to sell _______ units in order to break even.

You chose 5,000. That was the best choice. 10,000/2 = 5,000

Your first step in pursuing expansion is to do some marketing research. After some initial consideration and research into what services are currently available in the area, you identify three potential growth opportunities for the medical spa. The first potential growth opportunity is to add nonsurgical procedures for removing fat and cellulite -- also known as noninvasive body contouring. You plan to purchase some marketing data from a marketing research company, but you have a limited budget, so you want to make wise choices in purchasing the data. Of the choices shown, which would you consider to be the most important in evaluating the potential of this growth opportunity?

You chose income of $50,000 or more. This was an OK choice

Your first client has a unique crystal-like soap set to launch. She's sent you the following information: The Crystal Soap -Next-generation soap -Set to go to market this month -Took time to develop, test for safety, and work out production problems -No current competitors Crystal Soaps wants your help in setting an initial price for its products to ensure a dramatic launch. Your client is convinced that this new product is truly different from anything else on the market, and she tells you that she doesn't see any competitors on the horizon for the foreseeable future. Based on this information, which of the following should you recommend to your client to capitalize on the situation?

You chose price skimming. This was one of the best choices.

Your next task is to look into the company's bandwidth usage. You've requested a report from your coworker, Melissa. From: Melissa Mancuso, IT Subject: Internet Bandwidth Usage Report Attachment: Attached is the Internet bandwidth report you requested. Some interesting data here. What action would you like us to take? —Melissa

You chose to create and enforce an Internet policy. That was the best choice.

There is a knock on the door. It's Gary from sales. He's been bugging you to get him set up with a new mobile device for months. The sales force use their devices for checking email and working with files related to customer accounts. "So are we getting new mobile devices? The ones we're using now are slow and lack all the newest features. What's the verdict?" he asks. What should you tell Gary?

You chose to deploy a mid-level two-in-one tablet. That was the best choice.

You delegate the firewall issue to Steve. You then check your e-mail and find the following message about database problems: From: P. Barnum, Head of Marketing Subject: Database Issues We're having real issues with our target marketing efforts. The database doesn't let us filter data by regions or other demographics, so we can't search quickly because there's so much data in the warehouse—we're wasting a lot of time. What can you do to help? Thanks, Phineas Which of the following is your best e-mail response?

You chose to fix the DSS. That was not the best choice.

You're now ready for lunch but decide to check your email one last time. You see a high-priority message in your Inbox. From: A. McGreevy, IT/Security Subject: Confidential Priority: High We recently reviewed an employee email that indicated two employees are having an affair—and one of the employees reports directly to the other. This type of situation has left other companies exposed to sexual harassment charges and has interfered with productivity. How would you like to proceed? Forwarded: Employee Email Oh honey bun—I can't wait to see you tonight. How about we skip that deadly dull production meeting. You can just get the program manager to go instead, can't you? xoxo Boo-Boo

You chose to issue a memo on email privacy and discuss it with HR. That was your best choice.

Your next client sells a home theater sound bar. When the product was first introduced, its performance was unmatched and it took the market by storm. However, over the last couple of years, the competition has caught up. It's still profitable and has good brand recognition, so the company wants to keep it on the market, but market share is lagging. You've been sent the following report: The Boss Sound Bar -On the market 3 years -Lacks some features of newer, more sophisticated (but pricier) models -Still profitable, but high initial sales have tapered off and market share is sagging -Several competitors have entered the market Current price: $399Competitors have similar units on the market for $289 to $649. What price would you recommend to your client?

You chose to lower the price to $359. That was the best choice.

Now that you've ironed out the details of the job description with Human Resources, you're ready to begin the recruiting process. What should be your first step in recruiting qualified candidates for this position?

You chose to post on the intranet. This was the best choice. Internal recruiting means considering present employees as candidates for openings. Promoting from within has a number of benefits. First, it can help build morale within the organization, because employees see that there is room for growth within the company. Second, current employees are already familiar with the company's goals, processes, and ways of doing things, so hiring from within can reduce training time. Third, current employees already have a proven track record within the organization. Finally, hiring from within saves money. Advertising on job boards or placing ads in newspapers -- as well as other recruiting methods like using employment agencies or executive search firms -- can be expensive.

Your next client is a retailer of ready-to-assemble furniture. He's sent you the following report: Easy Lifestyle Furniture -Popular ready-to-assemble bedroom, living room, and office furniture. -Three store locations in the state as well as online sales. -Product line has been on the market for 2 years. -Sales are steady, but untapped sales potential exists. -Heavy marketing efforts have already taken place. -Pricing is at or near market prices for competitors' products. What should you recommend to increase sales?

You chose to pursue a penetration pricing strategy. This was an incorrect choice.

Although you can make a decision based on the price and specifications of each device, it is wiser to conduct more research to justify the purchases. You tell Gary that you need more time to decide. Gary replies that the ability to access and edit files on the go will be a huge time-saver, and any investment in two-in-one devices is bound to deliver a positive ROI in the long run. Gary asks you if there are any alternatives. You confer with the IT department and discuss the three suggestions provided by different members of the group. You have to pick the most viable alternative and implement it. Which of the following alternatives would you pick?

You chose to rent mid-level two-in-one devices. That was the best choice

Form utility refers to ________.

a product produced from raw materials that pleases the customer

Orson works with a group of employees who would like to form a union. Orson and a majority of his coworkers band together to form a group responsible for negotiating better working conditions or pay. Orson and his coworkers formed a(n) ________.

bargaining unit

When different members of an organization's marketing team are each allowed to develop their own unique communication with customers, this MOST often promotes ________.

consumer confusion

If a computer virus spreads rapidly through a company's computer system and threatens to shut down all internal and external lines of communication, the company will likely put a(n) ________ plan into effect.

contingency

Which type of plan is designed to keep an organization running in the event of a disruption?

contingency

Downloading a song from iTunes is an example of a(n) ________ service.

convenience

The advertising campaign "Beef, It's What's for Dinner," is an example of ________ advertising.

corporate

The phrase that BEST describes the purpose of public relations is to ________.

create and maintain a relationship between the organization and its stakeholders

A manufacturer of yachts sets its prices high above its competitors. This is an example of the pricing objective of ________.

creating an image

Firms solicit product and services ideas from customers using __________.

crowdsourcing

The goal of _____________ is to establish long-term, trusting relationships with individual customers to foster loyalty and repeat business.

customer relationship management (CRM)

An e-commerce website gives frequent shoppers a deduction from its regular prices. This is an example of ________.

discounts

Which of the following is NOT a promotional method used to inform and persuade targeted customers to buy a product?

distribution

What type of wholesaler operates mainly in bulk industries like lumber, coal, and heavy equipment?

drop shippers

Molave Furniture Company plans to launch a new website. Lila, the company's CIO, thinks that the company can better reach its customers through an interactive site that allows customers to view pictures of all furniture items, schedule an appointment with a sales consultant, or order items online. Which of the following areas of responsibility is Lila MOST specifically addressing?

e-commerce

Zipcar enables customers to access reservations online, determine the most convenient location of vehicles, and gain secure access to them, without ever setting foot in a traditional brick-and-mortar rental facility. This demonstrates that Zipcar is involved in _______________.

e-commerce

When Ford Motor Company formed management groups around areas of specific production, it was using a(n) ________ organization structure.

flat

Benjamin has a full-time job and has decided to work toward earning his master's degree at a local university. Some days he works from 7:00 A.M. until 3:30 P.M. so he can leave in time to attend his 4:00 P.M. classes. The rest of the week, Benjamin works from 8:00 A.M. until 4:30 P.M. From this example, we know Benjamin's company allows ________.

flextime schedules

Eric's new job really interests him. He finds himself completely immersed in his work and so focused that the tasks seem effortless. What term describes this state of rapt attention?

flow

Phishing involves tricking an Internet user into entering vital personal or financial information into a form, usually by making the user think he is at a legitimate site he does business with. The phishers can then take the information, often a credit card number, and use it for fraudulent purposes, like making unauthorized purchases.

gather information about an employee's activities while on the job

Snow blowers are sold in areas where there is a longer cold season and the likelihood of snow. The consumer market for snow blowers is an example of ________.

geographic segmentation

Which of the following is NOT one of the common public relations tools?

globally integrated messages

The era when companies believed that a good quality product would simply sell itself ran from the ________.

industrial revolution until the 1920s

The difference between data and information is that __________.

information is data that has been organized or arranged in a way that makes the data useful

The following are all functions of a chief information officer (CIO) EXCEPT ________.

overseeing the accounting office

Each of the following is a form of discount EXCEPT ________ discounts.

packaging

The online advertising acronym PPC stands for ________. Group of answer choices

pay-per-click

Products like Brandwatch and UberVU are used by companies to ________.

perform social media monitoring

The local library system offers some employees the opportunity to work five days per week for four hours each day. These employees also receive the same health insurance and paid time off plans that the employees working 40 hours per week receive. From this example, we know the library system is offering ________.

permanent part-time schedules

Customers of DC Shoes are willing to pay higher prices for its products because the product gives a real or invoked perception of quality and privilege. This pricing practice is known as _____________.

prestige pricing

Among the four Ps of the marketing mix, coupons and discounts are marketing tools related to the element of __________.

price

A marketplace where companies can buy and sell goods or services at lower prices is called a(n) ________.

procurement exchange

Jones Soda makes its product stand out from its competitors, such as Coca Cola, by adding quirky names and using customer-generated photos for its labels. This practice is known as ______________.

product differentiation

DC Shoes not only produces shoes but also other products, such as hats, clothing and other accessories. All of these products combined are known as DC Shoes' _____________.

product mix

Which of the following is NOT a hygiene factor according to Herzberg?

promotion opportunities

Which of the following is NOT a good way to develop rapport with clients?

providing high quality products without a money-back guarantee

Buying decisions affected by differences in a buyer's motivation, perception, attitudes, and learning are __________.

psychological influences

Uncontrolled messages usually take the form of ________.

publicity

A company that announces a manufacturer's suggested retail price and then offers a discount off that price is using ________ pricing.

reference

Listing an inflated price that is then discounted to make the product appear to be a good value is an example of __________.

reference pricing

Jones Soda failed in the market because consumers started becoming more health conscious and drinking less soda. This change in consumers' behavior is best described by a shift in the _______________ environment.

sociocultural

You decide to address the company's extranet firewall issue first, so you call your co-worker Steve. "I completely agree that we need to address this firewall issue immediately. What do you want me to do?" asks Steve. What should you tell Steve?

temporarily disable the extranet

Which of the following is an example of a situational factor that could affect a consumer's buying decision?

the layout of a store

When needs are satisfied, ________ is created.

utility

Jeffrey runs a small magazine, which has always been printed and mailed to subscribers. Jeffrey has dreamed of creating a way to provide customers with an inexpensive, portable, electronic resource for reading magazines. To inspire his employees and move them toward sharing in his dream, he holds small group meetings to explain how their efforts can contribute to his goals. Which of the following BEST describes Jeffrey's leadership style?

visionary

The middle players in a distribution channel are sometimes called ________.

wholesalers

Samantha is working at Incold, Inc., one of the largest pharmaceutical companies in the country. She has worked with them through both her pregnancies and speaks highly of her employers. She is grateful to be a part of this organization because of the day-care facilities available for the children of the employees. She also loves the 24-hour cafeteria, which is open not only for her but also for her children. In addition, she is thankful that the company's policies allowed her to take more than 3 months of paid maternity leave. From the information given in this scenario, we can conclude that Samantha likes to work at Incold primarily because of the __________ it offers.

work/life benefits

According to the Hawthorne effect, ________.

workers will be more productive when they know they are being studied

__________ is the field of academic study developed to scientifically understand how to optimally manage people and work.

Industrial psychology

Which of the following best describes an online advertising-based model of e-commerce?

It relies on banner ads on other websites to attract customers.

Which of the following is true of affirmative action?

It requires companies to fill positions with a certain number of minorities.

Which of the following best describes bundling?

It's when a seller combines several products and offers them at a reduced price.

________ facilitate production and operations but do not become a part of the finished product.

MRO (maintenance, repair, operations) products

Meeting competitors' prices, possibly to avoid a price war that could be damaging to everyone, is what type of pricing objective?

Matching the status quo

__________ influences are composed of a customer's culture, subculture, social class, family, and peers.

Sociocultural

The employees of Whole Foods are put into teams and are required to provide progress reports and updates. The teams even have their own profit and loss statements and financial goals. Which of the following aspects did managers consider when forming these teams?

Status

How are strategic plans and tactical plans different?

Strategic plans have a long-term focus. Tactical plans are made with a 1-3-year horizon in mind.

________ is often the MOST expensive distribution cost.

Transportation

Together with the HR Manager of QueStar, you arrange interviews with the three candidates you have selected. They will interview not only with you (as their immediate supervisor), but also with your boss (the Director of Sales), the HR Manager, and a couple of the current sales representatives. Because you know that structured interviews are more effective than free-wheeling interviews at predicting job success and eliminating interviewer biases, you have prepared a list of questions that you plan to ask each candidate. Your first question is open-ended and is intended to tell you about their training and work habits. You ask each candidate, "When are you the most satisfied in your job?" Which candidate appears to have the strongest response to this question?

You chose Candidate B. This was the best choice because it indicates that the candidate is focused on meeting customers' needs and solving their problems. These are the hallmarks of an effective salesperson. (people person)

You've decided to move forward with more market research on offering facial resurfacing treatments designed to reduce wrinkles and age spots. Which research method is best suited to identify if this is a service that customers would want?

You chose surveys. This was an OK choice

You've recommended that Alan drop the price of the RC helicopter to sell out the remaining inventory. Which of the following, if true, suggests that reducing the price to sell out the remaining stock is not a good idea?

You chose the main competitor has increased its price. That was one of the best choices.

The parent company of MyGym makes all major decisions for each business location. This indicates that MyGym is a __________ organization.

centralized

The person in charge of technology-enabled information processing in companies is MOST often called the ________.

chief information officer

The ________ product of a fast food meal is the calories and relief from hunger provided.

core

DC Shoes satisfies the basic need of covering and protecting the customer's feet. This level of the product is known as the ___________.

core product

The marketing concept changed the focus from finding the right customer for a product to producing the right product for a customer, and doing it better than the competition by specifically focusing on all of the following EXCEPT ________.

creating one product designed to meet the needs of all customers

Hilde's company wants to develop an understanding of the demographics of people purchasing its new product. The company wants to target its marketing at this demographic of people. The marketing department has used a database management system to identify the characteristics of buyers. Which of the following will be MOST useful for identifying the appropriate demographic group at which to target marketing?

data mining

As franchises grow and the franchisee becomes more mature in the business and operations, MyGym allows the franchisee to make most of the day-to-day decisions regarding the business. This indicates that MyGym moves to a ______________ organization.

decentralized

Timothy is president of a large company. He is known for being an excellent listener and collaborator. He believes that the working environment would improve if employees were organized into cross-functional work teams instead of functional departments. In order to build a consensus for this new environment, Timothy asks for employee input and participation. Which of the following BEST describes Timothy's leadership style?

democratic

Target is an example of a ________.

discount store

Match.com and eHarmony are examples of the __________ of online commerce.

fee-based model

Janeen looks at David, Shannon, and Consuela with a rueful smile. "You know, this whole process hasn't been easy for me," she admits. "This business is my baby, and it's been difficult to give up control. I started out by trying to do everything myself, and when I saw that wasn't going to work out, I took my first baby steps." David laughs. "Yeah, delegation hasn't been Janeen's strong suit, but we've come a long way."

- Here's what I need you to do. (The work is assigned and clear instructions are given about what is to be done. There is no freedom to act independently.) - Look into this and give me your input. Then, I'll let you know what I decide. (Some inputs are taken but the final decision is taken by the superior.) - Look into this and let me know what you think, and we'll figure it out together. (Decision making is shared.) - Look into this and let me know what you decide, but make sure that I give you the go-ahead before you proceed. (Decision can be taken by the subordinate but the final approval still comes from the superior.) - Look into this and handle it as you see fit. No need to check back with me. (Complete freedom to decide on the course of action with waiting for approval from the superior.)

Which of the following scenarios best illustrates the use of the strength-based management system?

Carmen, an employee at a soft-skills training organization, is not good at public speaking but wants to improve her research and content management skills. Her manager encourages her to work on her research and content management skills rather than her communication skills.

Jonah has recently taken over his father's car-repair shop. Even though his father was successful, Jonah has new ideas for the shop. He wants to expand the business further so that it also sells auto parts. He has other changes in mind as well. In this scenario, which quality of effective leadership does Jonah demonstrate?

Challenging the process

Based on the video, which type of departmentalization is used by the parent company of MyGym?

Functional

Laurie is an independent thinker and enjoys change. She also values her family life over her work life. Laurie is MOST likely from which generation?

Gen-X

You think your client has done an excellent job of defining its strategic goals, assessing the organization and environment through a SWOT analysis, and matching environmental threats and opportunities against the company's strengths and weaknesses. However, the management team seems to be struggling just a bit when it comes to fitting in the last piece of the puzzle -- which objectives should be part of the strategic plan, the tactical plan, or the operational plan. Once more, they've asked for your help and guidance. Consider each of the objectives shown below and drag it into the appropriate level of the pyramid to indicate whether these should be part of the company's strategic plan, its tactical plans, or its operational plans.

Increase sales revenue from $8.2 million to $10 million.- Strategic Planning Hire two new online customer service associates by the end of the month.- Operational Planning Hire temporary workers to staff expanded hours of operation during holiday season.- Operational Planning Increasing selling space by 25% in the Meadowville store by completing an addition to the building by year-end. - Tactical Planning Upgrade website to make it mobile-friendly and linked with company social media sites.-Tactical Planning Increase market share in Midwestern region by 20% within the next 5 years. - Strategic Planning Hire a new web designer.- Operational Planning Develop and implement a company wide orientation program for new hires.- Operational Planning Maintain a profitability rate that is among the best-in-class retailers as measured by a percentage of net sales.- Strategic Planning Perform physical inventory of stores.- Operational Planning

Which of the following best describes flow?

It is a state of feeling completely involved in and focused on a task.

Which of the following best describes Maslow's hierarchy of needs?

It states that humans have a hierarchy of needs and that primary needs must be met before higher-level needs can be addressed.

Which of the following best describes McGregor's Theory X?

It suggests that employees must be coerced and controlled by management to be productive.

Janeen continues. "About five years ago, I met David. He had a yoga and meditation studio, and we decided that this would be a natural extension of the spa services that I was offering. So I hired David. His end of the business started growing pretty quickly. We needed a couple more yoga instructors to keep up with demand, so I decided to promote him to the manager of that part of the business, and let him do the hiring and scheduling and all that." "Let me see if I've got this straight," you say, and you go up to the easel and start putting up sticky notes of your own. "As I understand you, the organization now looks something like this. Am I on track here?" Which of the following would best depict the organization chart you've put together for Janeen?

Maybe chart gamma? Chart Kappa is WRONG

Samantha is the manager of a popular restaurant in her city. Due to a new policy Samantha has passed, business has been reduced and the restaurant has had to fire some people. Samantha calls a meeting with her employees, acknowledges the mistakes she made, and apologizes. She asks for their feedback on how things could be improved. Her boss, the owner of the restaurant, appreciates her for being a good leader. In this scenario, which of the following qualities of a good leader does Samantha best demonstrate?

Modeling the way

Which statement about a Theory Y management style is FALSE? Group of answer choices

People mainly want security in their jobs.

The acronym SWOT stands for _________, _________, _________, and _________.

Strengths, Weaknesses, Opportunities, and Threats

Which of the following statements best describes network organizations?

They are collections of independent, mostly single-function firms that collaborate on a product or a service.

Once you've completed drafting a new mission statement for the client, you decide it's time to turn your attention to the company's long-term goals. You draft an email to the president of the company: To: Emerson Coates, President Subject: Strategic Plan Emerson, as discussed in our meeting last week, I'd like to review the company's long-term goals as soon as possible -- hopefully by Friday, so that I can have questions and comments ready for our next meeting. Please let me know if you have any questions. What should be one of the company's long-term goals?

You chose "Increase market share by 20% within the next 5 years." That was the best choice. Increasing market share by 20% within the next 5 years would be a long-term goal. Long-term goals relate to an extended period of time, typically 5 years or more.

Janeen goes on. "One of the problems that I noticed as we grew is that I had to spend a lot more time on the business end of the business, so I decided to hire Shannon as spa manager. She's sort of David's counterpart, except on the spa side of the business. She now does all the training, scheduling, hiring, and the like for the massage therapists, nail techs, and aestheticians. I also hired Consuela as the office manager, and one of the first things she did was to hire another receptionist because we were having more evening and weekend hours." You start putting more sticky notes on the organization chart on the easel. "Okay, Janeen," you tell her. "Time for another check here. If I'm reading you correctly, the organization now looks something like this. Are we still on the same page?" Based on what Janeen has described, what should the updated organization chart now look like?

You chose Chart Kappa. That was the best choice. Remember that the solid lines in an organization chart define the chain of command -- the reporting relationships within the company. The spa manager and office manager report directly to Janeen (along with the wellness manager). You'll notice that the receptionists now report to the office manager.

You decide to spend some time visiting the store and talking with both the manager and the employees to get a feel for what the problems may be. Your first meeting is with Shandra, the manager. Over lunch, you ask her to be candid with you about the reasons for the poor sales performance at her store. Shandra is very direct: "I didn't hire most of the sales associates in this store," she says, "and if we weren't already short-staffed, I'd fire some of them. Most of them don't have any energy or enthusiasm about their jobs. They're just here to collect a paycheck. They're not professional in their appearance or the way they treat customers. Either they don't understand the commission plan here or they don't care about it. The only time I see anybody working around here is when I'm walking the floor. Otherwise, they're on their smartphones. It's no wonder sales are down -- the sales associates are too busy texting their friends or updating their Facebook profiles to help customers." In terms of Douglas McGregor's theory of motivation, how would you best describe Shandra's management style?

You chose Theory X. That was the best choice. According to behavioral scientist Douglas McGregor, managers who subscribe to Theory X tend to believe that people are naturally lazy and uncooperative and must be either punished or rewarded to be made productive. That appears to be Shandra's style.

You ask Janeen for a copy of the current organization chart, and she confesses that they don't have one. "Let me explain," says Janeen. "I started this business about 8 years ago as a day spa. We offered facials, therapeutic massages, pedicures, and manicures, so I had some aestheticians, massage therapists, and nail technicians, as well as a receptionist." While she is talking, she is putting up sticky notes on an easel in her office. You look at what she has posted on the easel. How would this organization be best described?

You chose a flat organizational structure with a wide span of control. That was the best choice. There is only one layer of management in the company, so it would be considered a flat organizational structure. Additionally, because all employees report directly to Janeen, she has a wide span of control.

Janeen is thrilled that you're following along with her. She goes on. "Business was great, and as more people came to know about us, we had opportunities to expand the services we offered. David came up with the idea to hire an acupuncturist and a reflexologist, so I promoted him to wellness manager, and those two new people reported to him." Your head is starting to spin and you add more sticky notes to the "organization chart" on the easel. Based on what you currently see, what type of departmentalization does the spa utilize?

You chose functional departmentalization. That was the best choice. Although an argument could be made that the spa has two customer groups (spa customers and wellness customers), at this point, the spa has functional departmentalization.

A more detailed analysis of the company's strategic plan leads you to believe that, although the company has done a relatively good job of identifying its strategic goals, its next logical step would be to analyze the organization and the environment by performing a SWOT analysis. At your next meeting with the senior management team, you suggest this, and you're met with a lot of blank looks. The managers don't seem to quite understand what a SWOT analysis is.

You chose internal Strengths and Weaknesses as well as external Opportunities and Threats. That was the best choice.

What type of organization is reflected in the organization chart for Janeen's company?

You chose line organization. That was the best choice. Line organization is the type of authority that flows up and down the chain of command. It is depicted by a solid line on the organization chart.

You read the company's mission statement, and it seems vague to you: "To create a shopping experience that makes our customers feel good about themselves and a business that achieves financial success." You're confused about what that means. Is the company focusing on the shopping experience itself to make the customers feel good about themselves, or how they look in the clothes? Or is it focusing on shareholder value by making the company a financial success? You meet with the executive team and learn more about the company. When the company was founded over 40 years ago, it focused on providing quality, classic apparel and accessories for mature women. Over the years, the company made an effort to keep up with fashion trends and fads, but in the process lost much of its customer base, who wanted timeless, quality apparel. Sales slumped, and executives are stumped about what to do next. You suggest the company should go back to its roots and revamp its mission statement as a first step in its makeover. Which of the following mission statements would be most appropriate for the company?

You chose providing classic apparel and enjoyable shopping experiences. That was the best choice. It is very specific regarding the company's customers, the services it provides, and what the company wants to achieve.

It's been a long afternoon, but you think you've been able to help Janeen make sense of the organizational structure of her business. Based on what you've developed, how would you best describe the organizational structure?

You chose that authority is determined by relationships between group functions and activities. That was the best choice. Janeen's company has a functional structure, so it's structured around basic business functions.

You ask to meet privately with the sales associates. Your first meeting is with Victoria, who works in the women's accessories department. She seems to have a lackadaisical attitude about her job. "I love fashion, so when I first started here, I thought this was absolutely the job for me," she says. "I don't want to sound like I'm bragging, but I know how to put together just the right accessories for an outfit. Last month, I sold more than anyone else in this department. Then I found out that sales associates who have more seniority make a higher commission rate, so they're actually making as much as I am for selling less. That doesn't seem fair at all." In terms of equity theory, what appears to be the reason for Victoria's lack of motivation?

You chose that she is receiving fewer outputs relative to her inputs. That was the best choice. According to equity theory, inputs are what people contribute to their jobs in terms of time, effort, education, and experience. Outputs are what they receive in return, such as salary, benefits, recognition, and security. Victoria perceives that she is receiving fewer outputs (i.e., commission) relative to her inputs (her effort) compared to her peers.

Just when you think that you've got the organization figured out, Janeen grins broadly at you. "Wait -- there's more," she admits. "I'm bringing on a nutritional consultant at the beginning of the month. She will be offering diet and nutrition coaching to our clients on both the spa and the wellness sides of our business. She'll sell some nutritional supplements, of course, but what's really exciting is that she wants to add a beverage bar in the reception area, where she'll sell juices and herbal teas. She's also talking about maybe adding cooking classes in the future, or expanding the beverage bar to add smoothies and maybe even cleanses. We all think this area of the business can really take off, but of course that would mean adding more people and maybe even adding more space. The thing is, I don't know if this person should be on the spa side of the business, the wellness side, or if she should be an entirely separate department. What are your thoughts?" What should your response to Janeen be?

You chose that she should report to Janeen. This was the best choice, because the nutritional consultant will be serving clients on both the spa and wellness sides of the business. Janeen may even consider making this department its own profit center -- a separate company unit responsible for its own costs and profits.

Along with a list of its long-term goals, Emerson Coates sends over the company's strategic plan, and you begin a detailed review. You quickly notice that there are some elements of the plan that really don't belong there. Which of the following elements will you choose to retain?

You chose the company's plan to expand its presence. That was the best choice. The strategic plan reflects decisions about resource allocations, company priorities, and the steps needed to meet strategic goals. The plan to expand the company's presence in the Western U.S. by opening 8 new stores is a strategic goal and should be retained in the strategic plan.

Your first step as a turnaround consultant is to get more familiar with the company. What should you review first in order to understand more about the company?

You chose the mission statement. That was the best choice. The mission statement is a great place to start because an organization's mission statement explains how it will achieve its purpose in the environment in which it conducts business.

To get the management team thinking in the right direction in terms of the SWOT analysis, you continue your presentation with some examples. You display a chart from the Bureau of Economic Analysis that shows that real disposable personal income and consumer spending have decreased each month for the past four months. You ask them how they would characterize this information in terms of a SWOT analysis. What would be their correct response?

You chose threat. That was the best choice. This is an external factor (outside the control of the company), and it is not favorable for the company, so it would be considered a threat.

Janeen recognizes that she needs to start delegating more to those who work for her. Which of the following would be the least appropriate task to delegate to Shannon, the spa manager?

You chose to convert a storage room. This was the best choice. Converting the storage room to a hydrotherapy room is likely going to be a major expense, so Janeen should make the decision as the owner of the business. However, it would be wise for her to seek Shannon's input before making the decision.

You turn to the situation described by Chad and Jarrett: that they don't know what's expected of them. Using expectancy theory, how would you address the situation and hopefully improve their motivation?

You chose to create a performance review system. That was the best choice. According to expectancy theory, people choose behaviors and effort levels after considering whether these will improve their performance and lead to desired rewards. If you want employees to be motivated to expend effort, they have to know that those efforts will translate into desired performance.

It appears to you that Victoria perceives herself as being inequitably treated compared to some of her peers. Using equity theory, how would you best address the motivation issue described by Victoria?

You chose to use the same commission plan for everyone, but change the base salary based on tenure. That was the best choice. Making the commission plan the same for all sales associates would make more junior sales associates feel that there is a more equitable ratio of contribution to return, and adjusting the base salary according to seniority may be a "happy medium" for everyone concerned.

Diane Pollock was recently promoted to middle management based on her excellent interpersonal skills. These skills help her because one of the primary roles of a middle manager is to ________.

act as a liaison among different groups in the company

Dan is a leader who is not afraid to alter his methods or plans if the situation calls for change. He sets goals and has a vision of the future that is different from the norm. In the given scenario, Dan is good at __________.

challenging the process

Lower-level managers must use interpersonal skills for a variety of reasons in the workplace; however, they do not need to ________.

communicate with investors

Amy is a salesperson for a pharmaceutical company. She knows she is excellent at finding pharmaceutical solutions for doctors and their patients, and she knows she is good at what she does. Amy's sales are higher than average this year, and she is expecting to be rewarded with a higher-than-average bonus for them. According to Vroom's expectancy theory, Amy's motivation in this scenario is characterized by ________.

high expectancy and high instrumentality

Yoshi is charged with the task of forming a high-functioning work team. To accomplish this task, he must consider all of the following EXCEPT ________.

how other teams in his company were created

Sally Hodges manages the housekeeping staff at a luxury resort. Most of the workers she interacts with are originally from Guatemala. Sally has decided to take a course in Spanish in order to communicate better with her staff. She is developing her ________ skills.

interpersonal

Jemma is a ballet dancer employed full-time by a dance company called DanceX. Even though the pay is not good and the hours of work are unpredictable, Jemma loves her work. She has been passionate about dancing for many years and believes that as long as she loves what she does, nothing else matters. She has also requested that her manager place her in all the programs that require individual performances because she does not like working in groups. In this scenario, Jemma is primarily motivated by ________.

intrinsic motivators

Extrinsic motivators are those that ________.

managers can control

Intrinsic motivators are those that __________.

managers cannot control

"Senior Living is a company that owns and runs a chain of retirement homes across the country. Prospective clients are often on the waiting list for as long as 2 years because of the company's good reputation. All employees genuinely reflect the owner's philosophy, which says, 'It is the goal of Senior Living to become family to the people who live here. We endeavor to cherish each person in the facility. Our goal is to help all men and women feel like they belong and that they are safe and protected on a daily basis.'" This is an example of a(n) __________.

mission statement

Your next meeting is with Hilde, a sales associate in the footwear department. She, too, seems to be indifferent to her job, but her reasons appear to be quite different. "Have you looked at our commission plan?" she asks. "It's so convoluted that I don't think any of us understand it. Some goods have higher commission rates and some have lower commission rates. Oh, and we get a lower rate until we hit one target and then it's a higher rate, but then there are also quarterly targets and who knows what else. None of us can figure it out. Maybe if you made the commission plan simpler, we'd try to sell more. Instead, I just come in here and do my job and sell whatever because I've never been able to figure out what I've earned until I see my paycheck." In terms of expectancy theory, what appears to be the reason for Hilde's lack of motivation?

not effort-to-performance issue

You're more confused than ever after meeting with the sales associates because it seems that their lack of motivation is based on completely different factors. You hope that, by meeting with Chad and Jarrett, two sales associates in menswear, you'll get a better handle on the situation. Chad is the first to chime in. "You want to know why morale is low here? I honestly don't know what they want from me; how's that for a start? I've never had a performance review, and I've been here for two years. No one tells me what I should be doing to improve my performance, so --" Jarrett interrupts with a laugh. "Be fair. Shandra may not tell you what you should do to improve, but she sure is quick to tell you what you're doing wrong." Chad nods. "Yeah, you're right, and we're always doing something wrong. If you greet the customer too quickly, you're being too pushy. If you don't greet the customer quickly enough, you're slacking. If you don't try to push more merchandise on the customer, you're not working hard enough, even if you think the customer is getting ticked off. It seems like no matter what we do, she criticizes, so why bother trying?" In terms of expectancy theory, what appears to be the reason for Chad and Jarrett's lack of motivation?

not performance-to-reward issue

Freeman Surgical is a company that makes robots that help doctors perform surgeries less invasively. A few competitors have developed similar robots, but Freeman Surgical was the first to do so and is considered the trusted leader in the robotical surgery field. If Freeman Surgical were conducting a SWOT analysis, its robotic technology and trusted leader status would typically be listed under the __________ component.

strengths

Electrik, Inc. is a consumer electronics retail company. This year, the company's goal is to start selling its products internationally. To do this, the management team must identify how it will advertise the expansion of Electrik's products. The team begins by setting a budget for the advertising campaign. In this scenario, the setting of the budget is an example of a

tactical plan

Beacon Metal Fabricating is conducting a SWOT analysis. Recently the company has learned that one of its competitors has developed a new patented process that is superior to Beacon's current fabricating process. This scenario represents the __________ component of SWOT analysis.

threats

TalkitOver, an Internet service provider, is conducting a SWOT analysis. Data shows that one of its competitors is attracting more customers than TalkitOver because of the value for money they are offering. Based on its analysis of the data, TalkitOver has recognized the need to spruce up its image and offer better rates and services to its customers. This scenario represents the __________ component of SWOT analysis.

threats

Victor Vroom referred to the importance that an individual places on the expected outcome of a situation as __________.

valence