Marketing Chapter 16-20 Exam

Critics charge that a company's marketing practices can harm other companies and reduce competition by:

1. acquisitions of competitors 2. marketing practices that create barriers to entry 3. unfair competitive marketing practices

______ _________ give high immediate satisfaction but may hurt consumers in the long run (cigs)

pleasing products

Direct mail may be resented as _________ ___________ if sent to the people who have no interest in it.

junk mail

Information and ordering machines in stores, hotels, college campuses, and other locations are known as _____________.

kiosks

under _______ ______, the domestic firm provides the management know-how to a foreign company that supplies the capital; domestic firm exports management services rather than capital (Hilton)

management contracting

A _____________ ____________ is a runner-up firm that is fighting hard to increase its market share in an industry.

market challenger

A _____________ ______________ is a runner-up firm that wants to hold its share in an industry without rocking the boat.

market follower

A ___________ __________ is the firm in an industry with the largest market share.

market leader

A _____________ ____________ is a firm that serves small segments that the other firms in an industry overlook or ignore.

market nicher

_____ _______ ______, watch both their customers and their competitors

market-centered companies

the _______ ______ recognizes that organizations thrive by determining the current needs and wants of target customers and fulfilling them more effectively and efficiently than competitors do

marketing concept

A ______________ ______________ is a website that engages consumers to move them closer to a direct purchase or other marketing outcome.

marketing website

innocent exaggeration for effect

puffery

Countries may set ____, limits on the amount of foreign imports that they will accept in certain product categories

quotas

TPP (Trans-Pacific Partnernship)

promises to lower trade barriers and increase economic cooperation among 12 Pacific Rim countries

The growing use of sales promotion has resulted in _______________ _______________, which occurs when a given promotion runs the risk of being lost in a sea of other promotions, weakening its ability to trigger an immediate purchase.

promotion clutter

The first step in the selling process is ________________, the sales step in which a salesperson or company identifies qualified potential customers.

prospecting

____ ____ ______ _______ ____, free trade zone between US and Costa Rica, DR, El Salvador, Guatemala, Honduras, and Nicaragua

Central American Free Trade Agreement (CAFTA-DR)

______________ ________________ are sales promotion measures targeted toward final buyers.

Consumer promotions

in 1994, the _____ _______ _____ _________ _______ established a free trade zone among the US, Mexico, and Canada

North American Free Trade Agreement (NAFTA)

_______________ ______________ is marketing via the internet using company websites, online ads and promotions, email, online video, and blogs.

Online marketing

__________________ _____________ describes the feeling that salespeople have about their opportunities, value, and rewards for a good performance.

Organizational climate

________________ are a consumer promotion tool that involves offering goods either free or at a low cost as an incentive to buy a product.

Premiums

__________________ ________________ are sales promotion measures targeted to retailers and wholesalers.

Trade promotions

______________ _______________ is the digital version of word-of-mouth marketing: videos, ads, and other marketing content that is so infectious that customers will seek it out or pass it along to friends.

Viral marketing

in 1938 Congress enacted the __________ ______, which gave the FTC power to regulate "unfair or deceptive acts or practices"

Wheeler-Lea Act

The ______ _______ _________ was replaced by GATT in 1995. member nations (162) reassess trade barriers and establish new rules for international trade. It imposes international trade sanctions and mediates global trade disputes

World Trade Organization

producer adjusts the marketing strategy and mix elements to each target market, resulting in more costs but hopefully producing a larger market share and return

adapted global marketing

Manufacturers engaging in trade promotions may offer __________________, __________ ____________, or ___________ ____________, which is cash or gifts to dealers or their sales forces to "push" the manufacturer's goods.

allowances free goods push money

_________ involves the direct exchange of goods or services

barter

The _______ ________ activities look to the future

beyond greening

as the weakened global economy has slowed growth in both domestic and emerging markets, many companies are shifting their sights to include the ______ ________ _______ ________ __________, the world's poorest consumers

bottom of the economic pyramid

the second link, ______ ______ _______, moves products from their market entry points to the final consumers

channels within nations

Companies must avoid ________________ _____________, which involves a company being buried by its latent competitors as opposed to its current ones (ie: Netflix overtaking Blockbuster)

competitor myopia

a ______ ________ ________ is one that spends most of its time tracking competitors' moves and market shares and trying to find strategies to counter them

competitor-centered company

purpose of a quota is to _________

conserve on foreign exchange and protect local industry and employment

____________ _______ _________ means that the company should view and organize its marketing activities from the consumer's point of view

consumer-oriented marketing

_______ _____, in which the company makes agreements with manufacturers in the foreign market to produce its produce or provide its service

contract manufacturing

the principle of ______ ________ requires that the company continuously seek real product and marketing improvements

innovative marketing

Companies can sponsor ___________ _____________ to spur the sales force to make a selling effort above and beyond what is normally expected.

sales contests

Many firms have adopted __________ ___________ ______________ __________, which are computerized, digitized sales force operations that let salespeople work more effectively anytime, anywhere.

sales force automation systems

Once the company has set its structure, it is ready to consider ___________ ___________ __________ which may range from only a few salespeople to tens of thousands.

sales force size

__________ ___________ have low immediate appeal but may benefit consumers in the long run (insurance)

salutary products

A company also may face ___________ ________ _______, such as biases against its bids, restrictive product standards, or excessive host-country regulations or enforcement

nontariff trade barriers

To increase morale, ____________ ______________ provide social occasions, breaks from the routine, chances to meet and talk with "company brass," and opportunities to air feelings and identify with a larger group.

sales meetings

________________ _______ _____ are text- and image-based ads and links appear atop or alongside search engine results on sites such as Google, Yahoo!, and Bing.

search-related ads (contextual advertising)

developing new sets of environmental skills and capabilities

new clean technology

______ _______ involves changing the product to meet local requirements, conditions, or wants

product adaptation

______ ______ consists of creating something new to meet the needs of consumers in a given country

product invention

List two ways to supervise salespeople

1) Call plans 2) Time-and-duty analysis

________________ involves comparing the company's products and processes to those of competitors or leading firms in other industries to identify best practices and find ways to improve quality and performance.

Benchmarking

___________ are online forums where people and companies post their thoughts and other content, usually related to narrowly defined topics.

Blogs

_____________ _____________ ______________ are websites that present brand content that engages consumers and creates customer community around a brand. (ie Sephora's Beauty Talks site)

Brand community websites

What is the fastest-growing form of direct marketing?

Digital and social media marketing

____ ______, joining with foreign companies/host countries to partners to sell or market abroad

Joint Venturing

_________ includes unsolicited, unwanted commercial email messages.

Spam

The sixth step of the selling process involves _____________, the step in which a salesperson asks the customer for an order. Salespeople should know how to recognize the signals from the buyer, including physical actions, comments, and questions.

closing

_______ _______ is fully adapting their advertising messages to local markets

communication adaptation

companies start with _______ ______, working through independent international marketing intermediaries; involves less investment bc firm does not require an overseas marketing organization or network

indirect exporting

_________ _________ are major importers and exporters of manufactured goods and services; their varied manufacturing activities and large middle classes make them rich markets for all sorts of goods

industrial economies

the country's __________ ________ shapes its product and service needs, income levels, and employment levels

industrial structure

eliminating or reducing waste before it is created

pollution prevention

minimizing environmental impact throughout the entire product life cycle

product stewardship

Many companies motivate their salespeople by setting a _______________ _____________, a standard that states the amount a salesperson should sell and how sales should be divided among the company's products.

sales quota

A ________________ is an individual who represents a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, information gathering, and relationship building

salesperson

The European Union

-28 member nations -creates a single European market by reducing barriers to the free flow of products, services, finances, and labor among member countries and developing policies on trade with nonmember nations

List the four aspects of sales promotion

1) Consumer promotions 2) Trade promotions 3) Business promotions 4) Sales force promotions

List the major steps in sales force management

1) Designing sales force strategy and structure 2) Recruiting and selecting salespeople 3) Training salespeople 4) Compensating salespeople 5) Supervising salespeople 6) Evaluating salespeople

List three ways management can boost sales force morale and performance

1) Organizational climate 2) Sales quotas 3) Positive incentives

_______________ _________________ are sales promotion tools used to generate business leads, stimulate purchases, reward customers, and motivate salespeople.

Business promotions

_________________ ________________ are sales promotion measures targeted to business customers.

Business promotions

_____________ _____________ involves direct marketing through print, video, or digital catalogs that are mailed to select customers, made available in stores, or presented online

Catalog marketing

____________ ________ ___________ ____________ ____________ involves using digital marketing tools such as websites, social media, mobile apps and ads, online video, email, and blogs to engage consumers anywhere, at any time, via their digital devices.

Digital and social media marketing

______________ _______ ___________ _____________ involves engaging with carefully targeted individual consumers and customer communities to both obtain an immediate response and build lasting customer relationships. Companies use this to tailor their offers and content to the needs and interests of narrowly defined segments or individual buyers.

Direct and digital marketing

__________________ ________________ is marketing that occurs by sending an offer, announcement, reminder, or other item directly to a person at a particular address. It is well suited to direct, one-to-one communication. It permits target-market selectivity, can be personalized, is flexible, and allows the easy measurement of results.

Direct-mail marketing

______________________ _______________ ________________ includes direct marketing via television, including direct-response television advertising (or infomercials) and interactive television (iTV) advertising.

Direct-response television (DRTV) marketing

_____________ ________________ involves sending highly targeted, highly personalized, relationship-building marketing messages via email.

Email marketing

_____________ _______________ play by the rules, while ___________ ________________ break the rules by trying to buy share rather than earn it and taking large risks.

Good competitors Bad competitors

in __________, the company enters into an agreement with a licensee in the foreign market. For a fee or royalty payments, the licensee buys the right to use the company's manufacturing process, trademark, patent, trade secret, or other item of value

Licensing

___________ ____________ are a consumer promotion tool that offers consumers savings off the regular price of a product.

Price packs (cents-off deals)

_____________ __________ _____________ ________________ is a sales force organization in which salespeople specialize in selling only a portion of the company's products or lines.

Product sales force structure

__________ __________ _______ are advertisements that incorporate animation, video, sound, and interactivity.

Rich media ads

___________ ___________ involves independent and commercial online social networks where people congregate to socialize and share messages, opinions, pictures, videos, and other content.

Social media

___________ ____________ involves using teams of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts.

Team selling

Other inside salespeople do more than just provide support. _______________ and _____________ _______________ use the phone, internet, and social media to find new leads, learn about customers and their business, or sell and service accounts directly.

Telemarketers online sellers

_________________ involves using the telephone to sell directly to customers.

Telemarketing

companies need to develop ________ _________ _________ ________- broad guidelines that everyone in the organization must follow; these should cover distributor relations, advertising standards, customer service, pricing, product development, and general ethical standards

corporate marketing ethics policies

critics charge the marketing system with creating _____ ________. where our senses are being constantly assaulted by marketing and advertising

cultural pollution

A useful tool for assessing competitor strengths and weaknesses is ______________ ______________ ______________, which is an analysis conducted to determine what benefits target customers value and how they rate the relative value of various competitors' offers

customer value analysis

according to the principle of ______ ______ _______, the company should put most of its resources into customer-value building marketing investments

customer value marketing

a _______ ________ ________ focuses more on customer developments in designing its strategies

customer-centered company

_______ _________ includes exaggerating package contents through subtle design, using misleading labeling or describing size in misleading terms

deceptive packaging

_______ __________ includes practices such as falsely advertising "factory" or "wholesale" prices or a large price reduction from a phony high retail list price

deceptive pricing

__________ ____________ includes practices such as misrepresenting the product's features or performance or luring customers to the store for a bargain that is out of stock

deceptive promotion

___________ _______, such as bad-tasting and ineffective medicine, have neither immediate appeal nor long-run benefits

deficient products

________ __________ give both high immediate satisfaction and high long-run benefits

desirable products

________ ______ are those experiencing rapid economic growth and industrialization; BRICS (Brazil, Russia, India, China, and South Africa) or CIVITS

emerging economies

The biggest advantage of social media is its _________________ and ___________ _______________ _______________.

engagement social sharing capabilities

________ _____________ is a shift from regulation to responsibility and generating profits while helping to save the planet

environmental sustainability

_________ is an organized movement of concerned citizens, businesses, and government agencies designed to protect and improve people's current and future living environment

environmentalism

Marketers can promote their brands through ________________ _________________ which involves creating a brand-marketing event or serving as a sole or participating sponsor of events by others. Events might include anything from mobile brand tours to festivals, reunions, marathons, concerts, or other sponsored gatherings.

event marketing (event sponsorships)

Firms may also encounter _____________ __________, which limit the amount of foreign exchange and the exchange rate against other currencies

exchange controls

if its international sales expand, the company will establish an ______ ______ with a sales manager and a few assistants

export department

At one extreme, a salesperson might be an ______________ ____________, whose position demands creative selling, social selling, and relationship building for products and services ranging from appliances, industrial equipment, and airplanes to insurance and IT services.

order getter

At one extreme, a salesperson might be an ____________ ______________, such as the department store salesperson standing behind the counter.

order taker

An _____________ __________ _______________ includes salespeople who travel to call on customers in the field.

outside sales force (field sales force)

______ _________ is continually changing consumer concepts of acceptable styles to encourage more and earlier buying

perceived obsolescence

To address spam concerns, most legitimate marketers now practice ___________________ _____________ _____________, sending email pitches only to customers who "opt in"

permission-based email marketing

One common form of internet fraud is _____________, a type of identity theft that uses deceptive emails and fraudulent online sites to fool users into divulging their personal data.

phishing

critics also have charged that some companies practice ________ ________, causing their products to become obsolete before they actually should need replacement

planned obsolescence

Traditional _____________ include the right to: -introduce any product in any size or style (if its not hazardous to health or safety) -charge any price, provided no discrimination exists among similar kinds of buyers -to spend any amount to promote the product, provided it is not defined as unfair competition -use any product message, not misleading/dishonest -use buying incentive programs

sellers' rights

The ___________ _____________ consists of the steps that salespeople follow when selling, which include prospecting and qualifying, pre-approach, approach, presentation and demonstration, handling objections, closing, and follow-up.

selling process

_________ ____ __________ ________ means that the company should define its mission in broad social terms rather than narrow product terms

sense-of-mission marketing

The fastest-growing sales trend is the explosion in _____________ ____________, the use of online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance.

social selling

Some inside salespeople provide support for the outside sales force, freeing them to spend more time selling to major accounts and finding new prospects. For example, ________________ _______________ ______________ provide technical information and answers to customers' questions, while ____________ _______________ provide research and administrative backup for outside salespeople.

technical sales-support people sales assistants

U.S. companies looking abroad must start by understanding the international ______ ______

trade system

an international company must take a _________ ________ of the problem of distributing products to final customers

whole-channel view

The operating units can be ______ _______ ________, each responsible for worldwide sales of different product groups

world product groups

two other major world trade agreements

1. TPP (Trans-Pacific Partnership) 2. TTIP (Transatlantic trade and investment partnership)

Under the sustainable marketing concept, a company's marketing should support the best long-run performance of the marketing system and should be guided by 5 principles:

1. consumer-oriented marketing 2. customer value marketing 3. innovative marketing 4. sense-of-mission marketing 5. societal marketing

in considering whether to do business in a given country, a company should consider these political-legal factors:

1. country's attitude toward international buying 2.government bureaucracy 3. political stability 4. monetary regulations

evils that the American marketing system has been accused of adding:

1. creating too much materialism 2. too few social goods 3. glut of cultural pollution

the American Marketing Association has developed a code of ethics which include:

1. do no harm 2. foster trust in the marketing system 3. embrace ethical values

ways to enter a foreign market

1. exporting 2. joint venturing 3. direct investment

Criticisms of marketing

1. high costs of distributions 2. high advertising and promotion costs 3. excessive markups

Two economic factors reflect the country's attractiveness as a market

1. industrial structure 2. income distribution

4 types of joint ventures

1. licensing 2. contract manufacturing 3. management contracting 4. joint ownership

value discipline strategies

1. operational excellence (Zara) 2. customer intimacy (Nordstrom) 3. product leadership (Tesla)

______________ _____________ ____________ ______________ is a sales force organization in which salespeople specialize in selling only to certain customers or industries. Separate sales forces may be set up for different industries, serving current customers versus finding new ones, and serving major accounts versus regular accounts.

Customer (market) sales force structure

simplest way to enter a foreign market; company produces all its goods in its home country and involves least change in company's product lines, organization, investments, or mission

Exporting

_____________ ______________ involves marketing messages, promotions, and other content delivered to on- the-go consumers through their mobile devices.

Mobile marketing

________________ ________________ involves creating a seamless cross-channel buying experience that integrates in-store, online, and mobile shopping.

Omni-channel retailing

_____________ ___________ is advertising that appears while consumers are browsing online, including display ads, search-related ads, online classifieds, and other forms

Online advertising

___________ _________ _______ might appear anywhere on an internet user's screen and are often related to the information being viewed.

Online display ads

_____________ _____________ is personal presentation by the firm's sales forces for the purpose of engaging customers, making sales, and building customer relationships.

Personal selling

______________ _____________ ______________ involves analyzing, planning, implementing, and controlling sales force activities. It includes designing sales force strategy and structure as well as recruiting, selecting, training, compensating, supervising, and evaluating the firm's salespeople.

Sales force management

______________ ________________ ________________ are sales promotion measures targeted to members of the sales force.

Sales force promotions

______________ ______________ includes short-term incentives to encourage the purchase or sale of a product or a service. It offers reasons to buy the product now. (ie: Buy 1 Get 1 Free ads and 20% off your next purchase ads)

Sales promotion

_____________ are the most effective, but most expensive, way to introduce a new product or create new excitement for an existing one.

Samples

The third step in the selling process is the ________________, the sales step in which a salesperson meets the customer for the first time.

approach

ideally, the buyer can pay in the seller's currencies or other world currencies. Short of this, sellers might accept a ________ _______, one whose removal from the country is restricted by the buyer's government, if they can buy goods in that country that they need or sell elsewhere

blocked currency

sellers may move into ____ ____, where they handle their own exports

direct exporting

biggest involvement in foreign market ____________ _____; development of foreign-based assembly or manufacturing facilities

direct investment

One of the most effective tools in trade promotions is a straight _____________ off the list price on each case purchased during a stated period of time.

discount (also called a price-off, off-invoice, or off-list)

A nation's readiness for different products and services and its attractiveness as a market to foreign firms depend on its ______, _______, and __________ structure

economic, political-legal, and cultural

The last step in the selling process is _______________, the sales step in which a salesperson follows up after the sale to ensure customer satisfaction and repeat business.

follow-up

many low-income consumers find themselves in ______ _____, which are awash with small markets offering frozen pizzas, Cheetos, and Cokes, but fruits/veg/fish/chicken are out of reach

food deserts

__________ ________ _______ or __________ ___________, groups of nations organized to work toward common goals in the regulation of international trade, like the EU

free trade zones or economic communities

An ____________ ________ _______________ includes salespeople who conduct business from their offices via telephone, online and social media interactions, or visits from prospective buyers. The use of this tactic has grown in recent years as a result of increased outside selling costs and the surge in online, mobile, and social media technologies.

inside sales force

many companies get involved in several international markets and ventures. Sooner or later it will create ________ ________ or subsidiaries to handle all it international activity ; they consist of marketing, manufacturing, research, planning and personnel specialists

international divisions

operating units can be ________ _______, each responsible for their own sales and profits

international subsidiaries

_______ ________ consist of one company joining forces with foreign investors to create a local business in which they share possession and control (Disney Shanghai)

joint ownership

The goal of ______________ is to encourage salespeople to "work hard" and energetically toward sales force goals.

motivation

The second step in the selling process is __________________, the sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call.

pre-approach

During the _______________ step of the selling process, the salesperson tells the "value story" to the buyer, showing how the company's offer solves the customer's problems (customer-solution approach)

presentation

adding the cost of transportation, tariffs, importer margin, wholesaler margin, and retailer margin to its factory price causes a _______ ________ problem

price escalation

following the principle of _________ _______, a company makes marketing decisions by considering consumers' wants, the company's requirements, consumers' long-run interests, and society's long-run interests

societal marketing

using the same marketing strategy approaches and marketing mix worldwide

standardized global marketing

marketing a product in a foreign marketing without making significant changes to the product

straight product extension

A ____________ ___________ is a group of firms in an industry following the same or a similar strategy. (Ie: in the auto industry, Ford and Toyota follow the same strategy of low- to medium-price mainstream vehicles, while BMW, Audi, and Mercedes are more luxury)

strategic group

in ____________ _________, most people engage in simple agriculture, consume most of their output, and barter the rest for simple goods and services; few market opportunities

subsistence economies

The goal of ______________ is to help salespeople "work smart" by doing the right things in the right way.

supervision

developing a strategy framework for creating sustainable value

sustainability vision

____________ __________ calls for socially and environmentally responsible actions that meet the present needs of consumers and businesses while also preserving or enhancing the ability of future generations to meet their needs

sustainable marketing

Governments may charge ________ or __________, taxes on certain imported products designed to raise revenue or protect domestic firms

tariffs or duties

List the steps in the selling process

1) Prospecting and qualifying 2) Pre-approach 3) Approach 4) Presentation and demonstration 5) Handling objections 6) Closing 7) Follow-up

List the steps in deciding the full sales promotion program

1) Size of the incentive 2) Conditions for participation 3) Promotion and distribution of program 4) Length of the promotion 5) Evaluation

6 major decisions in international marketing

1. looking at global marketing environment 2. deciding whether to go global 3. deciding which markets to enter 4. deciding how to enter the market 5. deciding on the global marketing program 6. deciding on the global marketing organization

3 ways companies manage their international marketing activities

1. organize an export department 2. create an international division 3. become a global organization

winning positioning strategies:

1. overall cost leadership (Walmart) 2. Differentiation (nike) 3. focus (Ritz-Carlton)

______________ ____________ is an advantage over competitors gained by offering greater customer value either by having lower prices or providing more benefits that justify higher prices.

Competitive advantage

________________ _______________ ________________ are strategies that strongly position the company against competitors and give it the greatest possible competitive advantage.

Competitive marketing strategies

________________ _____________ involves identifying key competitors, assessing their objectives, strategies, strengths and weaknesses, and reaction patterns; and selecting which competitors to attack or avoid.

Competitor analysis

_______________ ________________ are sales promotion tools used to boost short-term customer buying and engagement or enhance long-term customer relationships. Include samples, coupons, refunds, premiums, point-of-purchase displays, contests, sweepstakes, and event sponsorships.

Consumer promotions

________ is an organized movement of citizens and government agencies to improve the rights and power of buyers in relation to sellers

Consumerism

_______________ _________ _________ _______________ is a sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company's full line of products or services. Clearly defines each salesperson's job and fixes accountability. It also increases the salesperson's desire to build local customer relationships that, in turn, improve selling effectiveness. Travel expenses are relatively small in this setup and the organization is often supported by many levels of sales management positions.

Territorial sales force structure

______________ ______________ are sales promotion tools used to persuade resellers to carry a brand, give it shelf space, and promote it in advertising.

Trade promotions

traditional ________ ______ include the right: -NOT to buy a product that is offered for sale -expect product is safe and to perform as claimed

buyers' rights

global firm

by operating in more than one country, gains marketing, production, R&D, and financial advantage that are not advantage to purely domestic competitors

The salesperson should set ___________ _______________, which may be to qualify the prospect, gather information, or make an immediate sale.

call objectives

the first link, ______ ________ ________, moves company products from points of production to the borders of countries within which they are sold

channels between nations

When a company sells a wide variety of products to many types of customers over a broad geographic area, it often employs a _______________ ____________ ______________ __________________ which combines several types of organization that can be specialized by customer and territory, product and territory, product and customer, or territory, product, and customer.

complex sales force structure

ultimately, the move from irresponsible consumption to sustainable consumption is in the hands of ______

consumers

With regards to business promotions, many companies and trade associations organize ______________ and _____________ _______________ to promote their products.

conventions trade shows

international divisions can be _________ _________, with country managers who are responsible for salespeople, sales branches, distributors, and licensees in their respective countries

geographical organizations

it recognizes that to compete well internationally, the company must effectively design and manage an entire ______ ________ _______ _______

global value delivery network

Today's _______ activities focus on improving what companies already do to protect the environment

greening

During the _____________ _____________ step of the selling process, a salesperson seeks out, clarifies, and overcomes any customer objections to buying. The salesperson should use a positive approach, seek out hidden objections, ask the buyer to clarify any objections, take objections as opportunities to provide more information, and turn the objections into reasons for buying.

handling objections

The right to be _______ includes knowing -truth in lending -unit pricing -ingredient labeling -nutritional labeling -open dating -truth in advertising

informed

A ____________ __________ ____________ ____________ is a sales force organization in which salespeople specialize in selling only a portion of the company's products or lines. For example, GE employs different sales forces within different product and service divisions of its major businesses.

product sales force structure

critics accuse major chain retailers of __________, drawing a red line around disadvantaged neighborhoods and avoiding placing stores there

redlining

sustainable marketing concept considers both the ______ and _______ concepts; calling for socially and environmentally responsible actions that meet both the immediate and future needs of customers and company

societal and strategic

Using the _______________ ______________ to set sales force size, a company first groups accounts into different classes according to size, account status, or other factors related to the amount of effort required to maintain the account. It then determines the number of salespeople needed to call on each class of accounts the desired number of times.

workload approach