Marketing Exam 4

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What are the two links between the international seller and buyer?

1) Channels between nations 2) Channels within nations

Salespeople can be specialized by what four ways?

1) customer and territory 2) Product and territory 3) Product and customer 4) territory, product, and customer

What are the four stages of internationalization?

1) no regular export activities 2) export via independent agents 3) establish sales subsidiaries 4) establish production facilities abroad

Training salespeople: average training period is _______________ months

4-6

The selling process consists of how many steps

7

________% of U.S. economy ($ 2 2 trillion) is generated by direct marketing sales

13

E-Business Domains: ____________: Online consumers who are mainstream and diverse (has created new targeting opportunities, online behavior differs by age). Online/Mobile consumers differ from traditional off-line consumers

B2C

One benefit of direct marketing to sellers is it shortens the _____________ cycle

Buying

E-Business domains: _________________: Allows consumers to search out sellers, learn about offers, initiate purchase, or dictate purchase items (Ex. Priceline.com); some sites facilitate the feedback process between customers and companies (Ex. Planet feedback, Twitter)

C2B

E-business domains: ______________: Auction/Sales sites facilitate the exchange process; Allow access to a much larger audience (eBay, Craigslist, facebook)

C2C

E-business domains: ________________: Social media and sites help consumers exchange goods or information (Facebook)

C2C

E-business domains: _________________: Facilitate Information Exchange; Marketers are tapping into blogs as a medium for reaching carefully targeted customers

C2C

The salesperson should set _____________ objectives, which may be to qualify the prospect, gather information, or make an immediate sale

Call

One supervising tool is the weekly, monthly, or annual ________________ that shows which customers and prospects to call on and which activities to carry out.

Call plan

What are the three tools of salesperson supervision?

Call plan, time-and-duty analysis, sales force automation system

The growing use of sales promotions has resulted in promotion ___________________. With so many products being sold on deal these days, a given promotion runs the risk of being lost in a sea of other promotions, weakening its ability to trigger an immediate purchase

Clutter

An example of prospecting is dropping in unnannounced on various offices, also called ______________________

Cold calling

Grouping customers with similar buying intentions or patterns is known as __________________________

Collaborative filtering

One function of virtual intermediaries is to receive a ____________________ on resulting sales

Commission

Examples of using social media as ______________________: Twitter, Facebook, Snapchat

Communication

Managing the sales force includes _______________ salespeople for what they do

Compensating

Sales promotions targeted towards final buyers are known as _______________ promotions (B2C)

Consumer

____________________ promotion tools include: samples, coupons-online, cash refunds (rebate), price packs (cents-off deals), advertising specialties, premiums, patronage rewards, point-of-purchase communications, contests, games, and sweepstakes

Consumer

____________________ are sales promotion tools to boost short-term customer buying and engagement or enhance long-term customer relationships.

Consumer promotions

_________________________________ means a company should view and organize its marketing activities from the consumer's point of view

Consumer-oriented marketing

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

Consumerism

The cost per ________________ is very high in personal selling.

Contact

Search-related ads are also called __________________ advertising

Contextual

_________________ is an integrated system of learning behavior patterns that are distinguishing characteristics of the members of any given society. The definition encompasses a wide variety of elements, from individualism, materialism, to spiritualism.

Culture

Most firms use ____________ marketing as a major communication medium

Direct

Three ethical norms that all marketers should follow include:

Do no harm, foster trust in the marketing system, embrace ethical values

Adapting both the product and communications equals what global product and communications strategy?

Dual adaptation

With sales stagnating in its mature markets, Coca-Cola is looking to ______________ markets - such as Africa - to meet its ambitious growth goals. Its African distribution network is rudimentary but effective.

Emerging

________________________ is a management approach that involves developing strategies that both sustain the environment and produce profits for the company

Environmental sustainability

Another name for an economic community is a _________________

Free trade zone

Indicators of Market potential: ___________________ characteristics: -climate -country size -population density - urban, rural -transportation structure and market acessibility

Geographic

One way international divisions plan for and provide services to is through ______________________________, with country managers who are responsible for salespeople, sales branches, distributors, and licensees in their respective countries

Geographical organizations

Many firms have passed beyond the international division stage and are truly ____________________ organizations

Global

________________ products: NYC Health asks "Are you pouring on the pounds?" Is the soft drink industry being irresponsible by promoting overindulgence, or is it simply serving the wants of customers by offering products that ping their taste buds while letting them make their own consumption choices

Harmful

Humans make adaptations to changing environments through ______________________

Innovation

The _________________ is the fastest growing sales technology tool

Internet

Direct mail may be resented as __________________ if sent to people who have no interest in it

Junk mail

_____________________ is a joint venture in which the domestic firm supplies the management know-how to a foreign company that supplies the capital; the domestic firm exports management services rather than products

Management contracting

Review page 506 on major marketing decision areas that may be called into question under the law

Move on when done

An ________________ sales force is also known as a field sales force

Outside

___________________: total GDP/number of citizens

Per capita GPD

Screening leads is known as what?

Qualifying

Which metric of social marketing includes: churn, brand advocacy

Retention

Careful salespeople recruiting can overall _____________ performance

Sales force

Sales promotions targeted towards members of the sales force are known as __________________ promotions (B2B): sales force incentives

Sales force

The ____________________ works to produce customer satisfaction and company profit

Sales force

A _______________ covers a wide range of positions. At one extreme, they might largely be an order taker, such at a department store standing behind the counter. At the other extreme, they are order getters, whose positions demand creative selling, social selling, and relationship building for products and services ranging from appliances, industrial equipment, and airplanes to insurance and IT services.

Salesperson

In many cases, salespeople serve two master: The _____________ and the ________________

Seller; buyer

___________________ is known as unsolicited, unwanted commercial email messages

Spam

One supervising tool is _________________ analysis in which the salesperson spends time selling and traveling, waiting, taking breaks, and doing administrative chores

Time-and-duty

Effective supervisors motivate the sales force. True or false?

True

One drawback of a sales profession is job anxiety - high pressure. True or false?

True

True or false: The flow of digital information requires connectivity: Internet, WiFi, Smartphones, etc.

True

True or false: The major global marketing decision usually boils down to this: How much, if at all, should a company adapt its marketing strategy and programs to local markets?

True

True or false: The rapidly changing global environment provides both opportunities and threats. It's difficult to find a marketer today that isn't affected in some way by global developments.

True

True or false: the world is not flat; The fact there are winners and losers, and societies vary in how much they compensate the losers

True

True or false: traditionally, customers were recipients of social media marketing. Now, customers have dialogue with brands (customers post endorsements and vent, marketers and less control and must be authentic)

True

Using social media presents both advantages and challenges. True or false?

True

Ways to use personal selling over the use of technology include teleconferencing, videoconferencing, and improved corporate Web sites. Additionally, assorted wireless technologies are used frequently. True or false?

True

Careful salespeople recruiting can reduce ________________

Turnover

The role of the sales force includes ____________________ communication

Two-way personal

Sales management's challenge is to transform salespeople into company advocates for _______________

Value

________________ language includes: -how words are spoken -gestures made -body position assumed -degree of eye contact

Verbal

_____________________ is a form of e-mail marketing and allows auto downloading of customized content to recipients' Device

Webcasting

Adjusting or adapting to another culture other than one's own, and one of the keys to success in international operations is called _______________________

Acculturation

Which metric of social marketing includes: Click through rate, Bounce

Acquisition

What is the number one way (37.1%) how salespeople spend their time?

Active selling (face to face or phone)

Are there a large number of customers for personal selling or ad/direct marketing?

Ad/direct marketing

Does personal selling or ad/direct marketing have a standardized product?

Ad/direct marketing

Does personal selling or ad/direct marketing have lower value?

Ad/direct marketing

In personal selling or ad/direct marketing are the customers geographically dispersed?

Ad/direct marketing

Is personal selling or ad/direct marketing easy to understand?

Ad/direct marketing

An ___________________ global marketing strategy is a global marketing approach that adjusts the marketing strategy and mix elements to each international target market, which creates more costs but hopefully produces a larger market share and return

Adapted

_________________________, also called promotional products, are useful articles imprinted with an advertiser's name, logo, or message that are given as gifts to consumers

Advertising specialties

An advertising __________________ compensates retailers for advertising the product, whereas a display ______________ (same word) compensates them for using special displays

Allowance

Manufacturers may also offer an ___________________ (usually so much off per case) in return for the retailer's agreement to feature the manufacturer's products in some way.

Allowance

One drawback of a sales profession is role _______________

Ambiguity (open to more than one interpretation)

Knowing How to Meet the Buyer to Get the Relationship Off to a Good Start. This is known as what step in selling?

Approach

__________________ is the sales step in which a salesperson meets the customer for the firm time

Approach

Sales ___________________ provide research and administrative backup for outside salespeople

Assistants

Many firms have adopted sales force _________________ systems: Computerized, digitized sales force operations that let salespeople work more effectively anywhere, anytime

Automation

E-Business domains: _____________: open trading networks, E-marketspace bringing buyers and sellers together

B2B

E-Business domains: _______________: Online product support offers online product information, purchasing and information, purchasing and support

B2B

E-Business domains: ________________: Private trading networks Links sellers with their own trading partners

B2B

___________________ involves the direct exchange of goods or services. For example, Venezuela regularly does this for oil, which it produces in surplus quantities, for food on the international market

Barter

Customization: form utility, personalize _______________ product or service: -Choiceboards Dell, Nike, Charles Schwab

Basic

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

Blogs

During globalization, ________________ are increasingly permeable

Boundaries

One benefit of direct marketing to sellers is it allows for more intensive _______________ engagement

Brand

A ___________________________ is a Web site that presents brand content that engages consumers and creates customer community around a brand

Branded community Web site

Sales promotions targeted towards business customers are known as ___________________ promotions (B2B): new business

Business

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

Business promotions

Traditional ________________'s rights include the following: -the right not to buy a product that is offered for sale -the right to expect the product to be safe -the right to expect the product to perform as claimed

Buyers

Salespeople also write up their completed activities on ___________ reports and turn in _____________ reports for which they are partly or wholly reimbursed

Call; expense

_______________________ marketing is direct marketing through print, video, or digital catalogs that are mailed to select customers, made available in store, or presented online

Catalog

Consumerism includes: -traditional sellers' rights -traditional buyers' rights -____________________________ -additional rights proposed by consumer advocates

Caveat Emptor

__________________ is the sales step in which a salesperson asks the customer for an order

Closing

Not changing the product, but adapting communications equals what global product and communications strategy?

Communication adaptation

_______________________ is a global communication strategy of fully adapting advertising messages to local markets

Communication adaptation

Basic _________________ plans: -straight salary -straight commission -salary plus bonus -salary plus commission

Compensation

_________________ plans should direct the sales force toward activities that are consistent with overall marketing objectives: -Gain market share -solidify market leadership -maximize profitability

Compensation

____________________ marketing practices: The European Commission recently accused Google of abusing its Web-search dominance, harming both competitors and consumers in European Union markets. Google claims that its practices constitute fair and effective competition

Competitive

Appliance maker Whirlpool specializes its sales force by customer (with different sales teams for Sears, Lowe's, Best Buy, Home Depot, and smaller independent retailers) and by territory for each key customer group (territory representatives, territory managers, regional managers, and so on). This is an example of a ______________ sales force structure

Complex

When a company sells a wide variety of products to many types of customers over a broad geographic area, it often employs a _______________ sales force structure, which combines several types of organization. Salespeople can be specialized by customer and territory; product and customer; or territory, product, product, and customer

Complex

Tools of ___________________ marketing: -blogs -White paper -e-mail -video (live streaming such as Meerkat, Periscope) -Infographics

Content

_________________ marketing is Important and Valuable or useful Information to a targeted audience

Content

A ____________________ calls for consumers to submit an entry to be judged by a panel that will select the best entries

Contest

______________________ give consumers the chance to win something, such as cash, trips, or goods, by luck or through extra effort.

Contests, sweepstakes, and games

__________________________ is a joint venture in which a company contracts with manufacturers in a foreign market to produce its product or provide its service

Contract manufacturing

One business promotion tool are the use of ________________________ to promote products: firms selling to the industry show their products at the trade show

Conventions and trade shows

Which metric of social marketing includes: conversion rate, social media conversion rate, cost per conversion

Conversion

Creating digital sites: _______________ sites build goodwill and relationships; generate excitement

Corporate

__________________ is a growing practice which includes barter, compensation, counterpurchase

Countertrade

_______________________ are certificates that save buyers money when they purchase specified products

Coupons

Social _________________ of marketing include: -High prices -deceptive practices -high-pressure selling -shoddy, harmful, or unsafe products -planned obsolescence -poor service to disadvantaged consumers

Criticisms

Critics charge the marketing system with creating __________________: they feel our senses are being constantly assaulted by marketing and advertising

Cultural pollution

________________________: People's senses are sometimes assaulted by a clutter of commercial messages and noise

Cultural pollution

One reason economics and business differs from country to country is ___________________: Religion, Education, Values, Gender Values, Gender Norms

Culture

The impact of _______________ on marketing strategy: IKEA customers in China want a lot more from its stores than just affordable Scandinavian-designed furniture

Culture

A __________________ (or market) sales force structure is a sales force organization in which salespeople specialize in selling only to certain customers or industries

Customer

In technology and personal selling, _______________ relationship management and ________________ relationship management are important

Customer (CRM); partner (PRM)

Examples of using social media as _____________________: Customers Insights - Sentiment Analysis, Hubspot

Customer behavior

____________________________ means a company should put most of its resources into customer value-building marketing investments

Customer value marketing

The __________________ presentation approach fits better with today's relationship marketing focus than does a hard sell or glad-handling approach

Customer-solution

Whirlpool specializes its sales force by ______________ and by ______________ for each customer group

Customer; territory

__________________________ includes customization plus personalizing the marketing, the offering and the interaction, for each customer. Makes the experience more enjoyable and personable.

Customerization

First, salespeople represent the company to ______________. Then they find and develop new customers and communicate information about the company's products and services

Customers

One benefit of direct marketing to sellers is it allows for targeting of small groups or individuals with ________________ efforts in a personalized fashion (targeting)

Customized

Direct marketing requires a customer ___________________, not a mailing list. What is the difference? -Fingerhut catalog has 3000 pieces of info about 30 million households -Ritz Carlton has 500,000 individual customer preferences -Pizza hut tracks purchases of more than 50 million customers -Experian has data on every household in the US

Database

_________________ marketing requires substantial investment in hardware, software, personnel

Database

_________________ can be used to identify prospects, profile customers, and select customers to receive offers, and to build relationships

Databases

___________________ include customer profile, purchase history, and other detailed information

Databases

__________________ practices: Marketers of the popular caffeine-charged 5-hour Energy drink were recently sued in three states, whose suits allege that the brand's advertising was misleading

Deceptive

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

Deceptive packaging

Overstock.come was recently fined $6.8 million for routinely advertising its prices as lower than fabricated "list prices. This is an example of _______________________

Deceptive pricing

_______________________ 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

Products that have low long-run consumer benefit and low immediate satisfaction are __________________ products

Deficient

____________________ products are products that have neither immediate appeal nor long-run benefits

Deficient

Indicators of Market potential: ____________________ characteristics: -Education -Population size and growth -Population age composition

Demographic

Many companies have adopted _________________ and cradle-to-cradle practices. This involves thinking ahead to design products that are easier to recover, reuse, recycle, or safely return to nature after usage, thus becoming part of the ecological cycle

Design for environment (DFE)

Managing the sales force includes ______________ sales force strategy and structure

Designing

Examples of ___________________ products include a tasty and nutritious breakfast food

Desirable

Products that have high long-run consumer benefit and high immediate satisfaction are ________________ products

Desirable

______________________ products are products that give both high immediate satisfaction and high long-run benefits

Desirable

________________________ products: Vapur Anti-Bottles' reusable, collapsible water bottles are highly functional and also more convenient, stylish, and environmentally friendly than either the disposable plastic bottles or rigid water bottles they replace

Desirable

During globalization, groups and cultures increasingly don't have a territorial basis. This is known as ____________________

Deterritorialization

Key issues with ___________________ marketing: -Excesses may offend consumers -May take unfair advantage of impulse or less sophisticated buyers -digital fraud and phishing are growing concerns -Digital shoppers have security concerns, and are afraid of contracting computer "malware" -Invasion of privacy concerns

Digital

_______________ forms of ads/promotions include: -banner ads/tickers -content sponsorships -microsites -viral marketing

Digital

__________________ marketing includes efforts that inform, communicate, promote, and sell products and services thru digital means

Digital

___________________ communities allow members with special interests to exchange views (social communities, work-related communities, Web 3.0+)

Digital

_______________________ marketing has changed customer's expectations of convenience, speed, price, product information, service, and brand interactions

Digital and social media

_______________________ includes online marketing such as web sites, online advertising, email, online videos, and blogs and social media and mobile marketing

Digital and social media marketing

_______________________ is using digital marketing tools such as Web sites, social media, mobile apps and ads, online video, email, and blogs to engage consumers anywhere, anytime, via their digital devices

Digital and social media marketing

Cultural _______________________ include: -individualism vs collectivism -masculine vs feminine -high vs low power distance -weak vs strong uncertainty avoidance

Dimensions

Forms of ________________ marketing: telephone, direct mail, catalogs, direct response television marketing, kiosk marketing, home shopping parties, digital/mobile

Direct

Sellers may eventually move into _________________ exporting, whereby they handle their own exports

Direct

Today with the trend toward narrower targeting and the surge in digital and social media technologies, many companies are adopting ____________ marketing, either as a primary marketing approach or as a supplement to other approaches.

Direct

Traditional ________________ marketing includes face-to-face selling, direct-mail marketing, catalog marketing, telemarketing, direct-response TV marketing, and Kiosk marketing

Direct

________________ marketing is rich in tools, from traditional favorites such as direct mail and catalogs to dazzling new digital tools - online, mobile, and social media

Direct

_________________________ is engaging directly with carefully targeted individual consumers and customer communities to both obtain an immediate response and build lasting customer relationships

Direct and digital marketing

Advantages of ______________________ international approach: -lower cost due to cheap labor or raw materials -firm may improve image in host country -better adaptation of products to country

Direct investment

Disadvantages of _____________________ international approach: -currency risks, -market failure, -government change

Direct investment

____________________ - owning your own foreign-based operation - affords greater control and profit potential, but its often riskier than exporting and joint venturing

Direct investment

_________________________ is known as entering a foreign market by developing foreign-based assembly or manufacturing facilities

Direct investment

______________________ marketing is marketing that occurs by sending an offer, announcement, reminder, or other item directly to a person at a particular address

Direct-mail

Using ________________________ advertising, direct marketers air television spots, often 60 to 120 seconds in length, which persuasively describe a product and give customers a toll-free number or an online site for ordering

Direct-response television

__________________________ is direct marketing via television, including direct-response television advertising (or infomercials) and interactive television (iTV) advertising

Direct-response television (DRTV) marketing

_________________ and __________________ marketing have become the fastest-growing form of marketing

Direct; digital

One trade promotion tool is a straight _________________ off the list price on each case purchased during a stated period of time (also called price-off, off-invoice, or off-list)

Discount

Before globalization, _________________ mattered - space often measured in time

Distance

During globalization, _______________ becomes almost irrelevant.

Distance

Future metrics of ____________________: -Links -Affiliations

E-commerce

Key metrics of __________________________: -Conversion % -Average order value (AOV)

E-commerce

___________________ can make sales training more efficient and more fun. Bayer HealthCare Pharmaceuticals' role-playing video game - Rep Race - helped improve sales rep effectiveness by 20 percent.

E-training

Indicators of market potential: ___________________ factors: -GDP size and growth -income distribution -industrial infrastructure -natural resources -financial and human resources

Economic

_______________________ is known as a group of nations organized to work toward common goals in the regulation of international trade

Economic community

____________________ = market potential for firm

Economic health

________________________ is known as sending highly targeted, tightly personalized, relationship-building marketing messages via email

Email marketing

An official ban on trade or other commercial activity with a particular country is called a what?

Embargo

In an __________________ economy, fast growth in manufacturing results in rapid overall economic growth. Examples include Brazil, Russia, India, and China

Emerging

Which metric of social marketing includes: avg. engagement rate, conversation rate, amplification rate

Engagement

Marketing's impact on other businesses: marketing practices which create barriers to ______________

Entry

_________________________________: Through sustainability initiatives such as using renewable energy sources, SC Johnson is committed to "creating winning products, ensuring less waste, reducing our carbon footprint, and helping make life better for families around the globe"

Environmental sustainability

____________________ is concerned with damage to the ecosystem caused by global warming, resource depletion, toxic and solid wastes, litter, the availability of fresh water, and other problems

Environmentalism

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

Environmentalism

Companies need to develop corporate marketing ______________ policies: broad guidelines that everyone in the organization must follow. These policies should cover distributor relations, advertising standards, customer service, pricing, product development, and general ethical standards

Ethics

Marketing _________________ includes needs of the customer, needs of the company, needs of the stockholder, needs of the stakeholder (employees, society)

Ethics

Marketing ____________________: Google's Code of Conduct is the mechanism by which the company puts its well-known "Don't be evil" motto into practice

Ethics

An example of an economic community is the ______________________, formed in 1957, set out to create 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

European Union (EU)

Managing the sales force includes ________________ salespeople; the final step in sales force management

Evaluating

_____________________ is known as creating a brand-marketing event or serving as a sole or participating sponsor of events created by others

Event marketing (or event sponsorships)

E-Business Domains: B2C: Online/mobile consumers differ from traditional off-line consumers. They initiate and control the _____________ process. Additionally, they value information highly (interactive) and convenience is important

Exchange process

What are the four Es of using social media marketing?

Excite, educate, experience, engage

What are the three types of content marketing?

Expert, user generated, branded

If international sales expand, the company will establish an _________________ department with a sales manager and a few assistants

Export

__________________ is the simplest way to enter a foreign market, but it usually offers less control and profit potential

Exporting

______________________ is known as entering foreign markets by selling goods produced in the company's home country, often with little modification

Exporting

One advantage of a sales profession is _______________ rewards: high potential compensation. Pay based on performance.

Extrinsic

Examples of using social media as _____________________: Direct to Dell

Feedback

Two ways to compensate salespeople are with ___________ or ___________ rewards.

Financial; nonfinancial

Recruiting involves _________________ which includes: -Current salespeople -employment agencies -college campuses -Linkedin/ Other online services -Other businesses / chance encounters

Finding candidates

Recruiting involves what two things?

Finding candidates and selecting

In question based selling, ask a minimum of _____________ questions and personalize the relationship

Five

What are the advantages of personal selling for a business?

Flexibility, detailed explanations, variable sales message, direct at qualified prospects, variable/adjustable sales costs, effective at gaining customer relationships

___________________ 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, Moon Pies, and Cokes but where fruits and vegetables or fresh fish and chicken are out of reach

Food deserts

One trade promotion tool is manufacturers may offer __________________, which are extra cases of merchandise, to resellers who buy a certain quantity or who feature a certain flavor or size

Free goods

Stickiness is a new metric of social marketing and includes what three things?

Frequency, duration, site reach

A ___________________ presents consumers with something - bingo numbers, missing letters - every time they buy, which may or may not help them win a prize

Game

A _____________________ is a firm that, by operating in more than one country, gains R&D, production, marketing, and financial advantages in its costs and reputation that are not available to purely domestic competitors

Global firm

The ability to reach anyone connected to a connected to a Smartphone, tablet or Smartphone, tablet or computer anywhere in the world is known as what marketing capability?

Global reach

Cosmetics and beauty care giant L'Oreal balances local brand responsiveness and global brand impact, making it "The United Nations of Beauty." This describes the _________________ balance

Global-local

Think _______________, act _______________: Starbucks's outstanding success in China results from building on its global brand identity and values while at the same time adapting its brand strategy to the unique characteristics of Chinese consumers

Globally; locally

One function of virtual intermediaries is to benefit from the ________________ consumers feel for the content sites they normally visit

Goodwill

_______________________: total dollar value of goods/services a country produces within its borders in a year

Gross domestic product (GDP)

_____________________: the value of all goods/services produced by a country whether or not it's within its borders

Gross national product (GNP)

__________________________ is the sales step in which a salesperson seeks out, clarifies, and overcomes any customer objections to buying

Handling objections

Critics point to three marketing factors that cause prices to be higher than they would be under more "sensible" systems:

High costs of distribution, high advertising and promotion costs, and excessive markups

Marketers use __________________ toll-free numbers to receive orders from television and print ads, direct mail, or catalogs

Inbound

Companies also use various positive _____________________ to increase the sales force effort. Sales meeting provide social occasions, sales contests spur the sales force to make a selling effort above and beyond what is normally expected. Others include honors, merchandise and cash awards, trips, and profit-sharing plans.

Incentives

The second economic factor after industrial structure is ___________________: Industrialized nations may have low-, medium-, and high-income households. In contrast, countries with subsistence economies consist mostly of households with very low family incomes

Income distribution

Companies typically start with _______________ exporting, working through independent international marketing intermediaries

Indirect

______________________ economies are major exporters of manufactured goods, services, and investment funds. The trade goods among themselves and also export them to other types of economies for raw materials and semifinished goods (U.S., Japan, Norway)

Industrial

The company's __________________ structure shapes its product and service needs, income levels, and employment levels

Industrial structure

Two economic factors reflect the country's attractiveness as a market: Its _______________ structure and its _________________ distribution

Industrial; income

Direct-response television advertising includes full 30-minute or longer advertising programs, called _____________________, for a single product

Infomercials

Economic _______________________: quality of country's distribution, financial and communications systems

Infrastructure

________________________ means a company should seek real product and marketing improvements

Innovative marketing

_____________________________: New products, such as the Nike FuelBand and Flyknit Racer, along with its social media marketing efforts recently earned Nike the title as Fast Company's number one most innovative marketer

Innovative marketing

An ________________ sales force includes salespeople who conduct business from their offices via telephone, online and social media interactions, or visits from buyers.

Inside

Coordination of all promotional activities to produce a unified, customer-focused promotional message is known as __________________ marketing

Integrated

________________ direct marketing: direct-marketing campaigns that use multiple vehicles and multiple stages to improve response rate and profit

Integrated

Buyer-seller communications through such channels as the Internet and interactive kiosks is known as _______________ marketing

Interactive

Contextual ad placement possible and there is collection of data on individuals in _______________________ marketing

Interactive

Easy to track responsiveness in __________________ marketing

Interactive

In __________________ marketing, consumers develop selective attention

Interactive

In ______________________ marketing, search engine advertising is possible (subject to click fraud)

Interactive

Social media are ______________, making them ideal for starting and participating in customer conversations and listening to customer feedback

Interactive

A more recent form of direct-response television marketing is ____________________, which lets viewers interact with television programming and advertising.

Interactive TV (iTV)

A company may export to one country, license to another, have a joint ownership venture in a third, and own a subsidiary in a fourth. Sooner or later it will create _____________________ or subsidiaries to handle all its international activity

International divisions

International operating units can be ________________________, each responsible for their own sales and profits

International subsidiaries

One public policy issue in direct and digital marketing is ____________________, including identity theft and financial scams

Internet fraud

One advantage of a sales profession is ______________ rewards: gained in helping customers

Intrinsic

As with other marketing activities, the company wants to measure its return on sales _________________

Investment

A ___________________ is a joint venture in which a company creates a local business with investors in a foreign market who share ownership and control

Joint ownership

____________________ is known as entering foreign markets by joining with foreign companies to produce or market products or services

Joint venturing

Redbox operates more than 42,000 DVD rental kiosks in supermarkets, fast-food restaurants, and other retail outlets. This is an example of ________________ marketing.

Kiosk

As consumers become more and more comfortable with digital and touchscreen technologies, many companies are placing information and ordering machines , _______________, in stores, airports, hotels, etc.

Kiosks

International ____________________: The Tokyo Disney Resort is owned and operated by Oriental Land Company (a Japanese development company) under license from The Walt Disney Company.

Licensing

__________________ is a type of joint venture that means entering foreign markets through developing an agreement with a licensee in the foreign market

Licensing

What are the two roles of the sales force?

Link the company with its customers and coordinate marketing and sales

Creating digital sites: ______________ sites engage consumers and attempt to influence purchase

Marketing

A ____________________ is a Web site that engages consumers to move them closer to a direct purchase or other marketing outcome

Marketing Web site

Once a potential customer clicks in, GEICO's Web site wastes no time trying to turn the inquiry into a sale and then into a long-term relationship. Their Web site is most likely a _______________________

Marketing Web site

Meeting the needs of consumers now with the needs of the business now is called the _________________________

Marketing concept

The __________________ means meeting the current needs of both customers and the company. But that can sometimes mean compromising the future of both

Marketing concept

The ___________________ is a philosophy of customer value and mutual gain. Its practice leads the economy by an invisible hand to satisfy the many and changing needs of consumers

Marketing concept

________________________: A marketing campaign by the Center for a New American Dream urges people to reject "buy more" messages and instead say "More fun! Less stuff!"

Materialism

Critics worry that, under such "___________________", countries around the globe are losing their individual cultural identities.

McDomination

A _______________ salesperson is one who stimulates clients to buy

Missionary

Examples of _________________ tools: Texting, apps, search, location based, payment, immediacy, retargeting

Mobile

The Benjamin Moore Color Capture app engages customers and helps them shop. This is an example of _________________ marketing

Mobile

_________________________ is known as marketing messages, promotions, and other marketing content delivered to on-the-go consumers through mobile phones, smartphones, tablets, and other mobile devices

Mobile marketing

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

Motivation

Review page 462 on the major international marketing decisions

Move on when done

Review page 481 on the international distribution channels

Move on when done

Review slide 22 of chapter 15 on the Human Development Index

Move on when done

Review slide 23 of chapter 13 on an example of a sales force structure based on brand and geographic region

Move on when done

Review slide 27 of chapter 13 on traits of successful salespeople

Move on when done

Review the framework on page 501

Move on when done

Almost half of Staple's sales come from its online marketing operations, including its Web site and mobile app, its presence on social media, and its own Staples.com community. This is an example of ___________________ marketing

Multichannel

______________ marketing is known as using both traditional and digital marketing channels

Multichannel

In 1994, _____________________ established a free trade zone amount the United States, Mexico, and Canada

NAFTA

Examples of global __________________ include Brexit, trade barriers, and rejecting trade agreements

Nationalism

The mobile and digital explosion is a key driver of the "_____________ economy"

New

Internal met with Tomorrow: Beyond Greening equals what?

New clean technology (developing new sets of environmental skills and abilities)

Countless _______________ social media have emerged, catering to needs of small communities of like-minded people. CafeMom is "Meeting Place for Moms," where they can share conversations, advice, and entertainment.

Niche

Which is more effective for salespeople if the monetary award is substantial: Financial or nonfinancial awards?

Nonfinancial awards (build positive recognition)

A company may force __________________ trade barriers, such as biases against its bids, restrictive product standards, or excessive host-country regulations or enforcement.

Nontariff

Because of ________________ obstacles, Walmart recently suspended its once-ambitious plans to expand into India's huge but fragmented retail market

Nontariff

Elements of the ___________________ strategy -product/service/idea -target market -offer-value proposition benefit -medium -distribution method -creative strategy

Offer

______________________ is known as creating a seamless cross-channel buying experience that integrates in-store, online, and mobile shipping

Omni-channel retailing

Creating products to meet customer specifications, also called personalization, is known as __________________ marketing

One-to-one

___________________ marketing is marketing via the Internet using company Web sites, online ads and promotions, email, online video, and blogs

Online

______________________ is advertising that appears while consumers are browsing online, including display ads and search-related ads

Online advertising

What is an E-Business domain for B2C?

Online consumers

__________________________ might appear anywhere on an Internet user's screen and are often related to the information being viewed

Online displays

One function of virtual intermediaries is to refer customers to _____________________

Online retailers

Management can boost sales force morale and performance through its organizational climate, sales quotas, and positive incentives. _______________________ describes the feeling that salespeople have about their opportunities, value, and rewards for a good performance.

Organizational climate

Marketers use _____________________ telephone marketing to sell directly to consumers and businesses

Outbound

An _________________ sales force includes salespeople who travel to call on customers in the field

Outside

_______________ selling is when buyers and sellers work together to create customized solutions

Partnership

Some companies are charged with _________________________: continually changing consumer concepts of acceptable styles to encourage more and earlier buying.

Perceived obsolescence

The fast-fashion industry with its constantly changing clothing fashions has some critics claim that it creates a wasteful disposable clothing culture. This is an example of _____________________________

Perceived obsolescence

One drawback of a sales profession is pay based on _____________

Performance

To address not being intrusive and annoying, most legitimate marketers now practice ____________________ email marketing, sending email pitches only to customers who "opt in"

Permission-based

Are customers more concentrated in personal selling or ad/direct marketing?

Personal selling

Do personal selling or ad/direct marketing have higher value?

Personal selling

Does personal selling or ad/direct marketing have fewer customers?

Personal selling

Is personal selling or ad/direct marketing custom made, specialty?

Personal selling

Is personal selling or ad/direct marketing technically complex

Personal selling

Is personal selling or ad/direct marketing used more in B2B?

Personal selling

It takes more than fast talk and a warm smile to sell expensive airplanes. Boeing's real challenge is to win business by building partnerships - day-in, day-out, year-in, year-out, - with its customers. This process is called _______________________

Personal selling

______________ is more important in B2B contexts

Personal selling

_______________ is more important when there are few customers

Personal selling

________________ is more important for products bought infrequently (houses, cars, computers)

Personal selling

________________ is more important when customers are concentrated

Personal selling

________________ is more important with inexperienced consumers who need hands-on assistance

Personal selling

_________________ is more important when the product has high value

Personal selling

_________________ is more important when the product technically complex

Personal selling

__________________ is more important when the product is custom made

Personal selling

_________________________ means personal presentations by the firm's sales force for the purpose of engaging customers, making sales, and building customer relationships

Personal selling

One public policy issue in direct and digital marketing is _____________________, a type of identity theft that uses deceptive emails and fraudulent online sites to fool users into divulging their personal data

Phishing

For many types of selling situations, __________ or _____________ can be as effective as a personal sales call. At Climax Portable Machine Tools, phone reps build surprisingly strong and personal customer relationships.

Phone; Web

Critics have charged that some companies practice _____________________, causing their products to become obsolete before they actually should need replacement. They accuse some producers of using materials and components that will break, wear, rust, or rot sooner than they should

Planned obsolescence

Examples of __________________ products include cigarettes and junk food

Pleasing

___________________ products are products that give high immediate satisfaction but may hurt consumers in the long run

Pleasing

Products that have high immediate satisfaction but low long-run consumer benefit are ____________________ products

Plesing

_____________________ promotions include displays and demonstrations that take place at the point of sale (such as aisle displays, demonstrators offering free tastes)

Point-of-purchase (POP)

Indicators of market potential: ______________________ factors: -national priorities -political stability -government attitudes toward global trade -government bureaucracy -monetary and trade regulations

Political and legal

_________________________ environments vary by: -attitudes toward international buying -government bureaucracy -political stability -monetary regulations

Political-legal

__________________________ means eliminating or minimizing waste before it is created

Pollution prevention

Internal met with Today: Greening equals what?

Pollution prevention (eliminating or reducing waste before it is created)

Learning as much as possible about a prospective customer prior to making a sales call is known as what?

Preapproach

_____________________ is the sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call

Preapproach

____________________ are goods offered either free or at low cost as an incentive to buy a product, ranging from toys included with kids' products to phone cards and DVDs

Premiums

______________________ is the sales step in which a salesperson tells the "value story" to the buyer, showing how the company's offer solves the customer's problems.

Presentation

__________________ offer consumers savings off the regular price of a product. The producer marks the reduced prices directly on the label or package (such a two for the price of one)

Price packs (also called cents-off deals)

Marketing's impact on individual consumers: High _______________: -high costs of distribution -high advertising and promotion cost -excessive markups

PricesP

International ____________________: Lenovo's Motorola division developed the ultra-cheap Moto G smartphone intended primarily for emerging markets where consumers want low-cost phones

Pricing

A _______________ sales force structure is a sales force organization in which salespeople specialize in selling only a portion of the company's products or lines

Product

Within GE Infrastructure, the company has separate sales forces for aviation, energy, transportation, and water processing products and technologies. No single salesperson can become an expert in all of these product categories, so a _______________ sales force structure is required

Product

____________________: By leveraging the power of its global brand but constantly adapting to the needs and preferences of French consumers and their culture, McDonald's has turned France into its second-most-profitable world market

Product adaptation

_____________________ is known as adapting a product to meet local conditions or wants in foreign markets

Product adaptation

Adapting a product, but not changing communications equals what global product and communications strategy?

Product adaption

The international operating units can be world _____________________, each responsible for worldwide sales of different product groups

Product groups

Creating new products or services for foreign markets is known as ____________________

Product invention

Companies can practice _______________________: minimizing not only pollution from production and product design but also all environmental impacts throughout the full product life cycle while at the same time reducing costs

Product stewardship

External met with Today: Greening equals what?

Product stewardship (minimizing environmental impact throughout the entire product life cycle)

If the company sells many products to many types of customers, it might need a ____________ sales force structure, a ______________ sales force structure, or a combination of the two.

Product; customer

Identifying potential customers is known as what?

Prospecting

____________________ is the sales step in which a salesperson or company identifies qualified potential customers

Prospecting

Personal selling is more important when firms use _______________ strategies

Push

One trade promotion is offering _________________: cash or gifts to dealers or their sales force to "push" the manufacturer's goods

Push money

Salespeople also need to known how to _________________ leads, that is, how to identify the good ones and screen out the poor ones

Qualify

Listen and learn, Ask a minimum of five questions. Personalize the relationship. What are the customers needs? This is known as ______________________ selling

Question based

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

Quotas

In a _____________________ economy, there is a richness in one or more natural resources but poor in other ways. Much of the revenue comes from exporting these resources (Chile with tin and copper, Republic of the Congo with copper, cobalt, and coffee)

Raw material exporting

Which metric for social marketing includes: audience, audience growth rate, and share of voice

Reach

What are the metrics for social marketing?

Reach, engagement, acquisition, conversion, retention

In today's digital environment, direct marketing provides opportunities for __________________ marketing that links brands to important moments and trending events in customers' lies

Real-time

_____________________ are like coupons except that the price reduction occurs after the purchase rather than at the retail outlet. The customer sends proof of purchase to the manufacturer, who then refunds part of the purchase price by mail.

Rebates (or cash refunds)

Managing the sales force includes _______________ and selecting salespeople

Recruiting

Careful salespeople recruiting can reduce _______________ and _________________ costs

Recruiting; training

Which company is known for their event marketing?

Red Bull

Critics accuse major chain retailers of ___________________: drawing a red line around disadvantaged neighborhoods and avoiding placing stores there

Redlining

Before globalization, society and culture had spatial ________________

Referents

Professional selling has evolved from hard-sell to _____________ selling:

Relationship

_________________ selling is the process of building long-term customers by developing mutually satisfying, win-win relationships with customers

Relationship

One benefit of direct marketing to sellers is it is a powerful tool for building _______________________

Relationships

_______________ media ads incorporate animation, video, sound, and interactivity.

Rich

Today's __________________ ads incorporate animation, video, and interactivity.

Rich media

The ability to provide a product at the exact time needed is known as ______________________ marketing.

Right time

Who said that "everyone lives by selling something"?

Robert Louis Stevenson

One drawback of a sales profession is ____________ conflict: customer and business

Role

When compensating salespeople, what are compensation elements used?

Salary, bonuses, commission, expenses, and fringe benefits

Key decisions when determining the _________________ promotion program: -size of the incentive (larger gets more response) -conditions for participation (how many people for the promotion) -promotion and distribution of the actual sales promotion program (each has a different level of reach and cost) -length of the promotional program -evaluation (surveys and experiments can be used): compare sales before, during, and after a promotion

Sales

Types of ____________ jobs include: -order taker -technical specialist -missionary salesperson -new-business salesperson and order getter -team selling and cross-functional team

Sales

One business promotion tool is the use of a ________________, which is a contest for salespeople or dealers to motivate them to increase their sales performance over a given period

Sales contest

The goal of ___________________ is to build a skilled and motivated sales team that will help to create customer value, engage customers, and build strong customer relationships

Sales force management

___________________ includes designing sales force strategy and structure as well as recruiting, selecting, training, compensating, supervising, and evaluating the firm's salespeople.

Sales force management

_________________________ is known as analyzing, planning, implementing, and controlling sales force activities

Sales force management

________________________ is described as short-term incentives to encourage the purchase or sale of a product or a service

Sales promotion

____________________ can be targeted at final buyers, retailers and wholesalers, business customers, and members of the sales force.

Sales promotions

____________________ is the most short-term of the promotion mix tools. Whereas advertising or personal selling says "buy" these say "buy now"

Sales promotions

A ___________________ is a standard that states the amount a salesperson should sell and how sales should be divided among the company's products

Sales quota

Management gets information about its salespeople in several ways. The most important source is _________________, including weekly or monthly work plans and longer-term territory marketing plans.

Sales reports

At the same time, _____________ represent customers to the company, acting inside the firm as "champions" of customers' interests and managing the buyer-seller relationship

Salespeople

________________ link the company with its customers. To many customers, they are the company.

Salespeople

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

Customers may become loyal to salespeople as well as to the companies and products they represent. This concept of _________________ lends even more importance to the salesperson's customer-relationship-building abilities

Salesperson-owned loyalty

Products that have high long-run consumer benefit and low immediate satisfaction are ________________ products

Salutary

____________________ products are products that have low immediate appeal but may benefit consumers in the long run

Salutary

_________________ are offers of a trial amount of a product. They are the most effective - but most expensive - way to introduce a new product or create new excitement for an existing one

Samples

A key metric for E-commerce is ______________________which is the tool to pay for clicks

Search Engine Optimization (SEO)

Using _____________________ ads (or contextual advertising), 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

Recruiting involves _______________: -Sales aptitude tests -analytical and organizational skills -personality traits -other characteristics -outside services, kenexa, talent plus, humanex, gallup

Selection

Traditional ________________'s include the following: -The right to introduce any product in any size and style, provided it is not hazardous to personal health or safety, or, if it is, to include proper warnings and controls -The right to charge any price for the product, provided no discrimination exists among similar kinds of buyers -The right to spend any amount to promote the product, provided it is not defined as unfair competition -The right to use any product message, provided it is not misleading or dishonest in content or execution -the right to use buying incentive programs, provided they are not unfair or misleading

Sellers

The ____________________ is known as the steps that salespeople follow when selling, which include prospecting and qualifying, preapproach, approach, presentation and demonstration, handling objectives, closing, and follow-up

Selling process

TOMS buy-one-give-one model is an example of _____________________ marketing

Sense-of-mission

__________________________ marketing: A for-profit company telling consumers to buy less sounds crazy. But it's right on target with Patagonia's conscious consumption mission

Sense-of-mission marketing

____________________________ means a company should define its mission in broad social terms rather than narrow product terms

Sense-of-mission marketing

Sales promotions are __________-term incentives

Short

Creating digital sites: ______________ design: 7 Cs of effective site design

Site

The 7Cs of effective ________________ design: 1) Context 2) Content 3) Community 4) Customization 5) Communication 6) Connection 7) Commerce

Site

Once the company has set its structure, its ready to consider sales force _________________

Size

________________ fees are charged by retailers for manufacturers to place a new product in their stores or to keep existing products on the shelves.

Slotting

The fastest-growing sales trend is the explosion in ______________ selling

Social

People interacting and connecting with others via online software or alternative electronic access technologies is known as _____________________

Social media

___________________ includes: -Web 3.0+ -user generated content -Facebook, Google+, Snapchat, Tumblr, Twitter, Pinterest, Instagram, Snapchat, YouTube, Flickr, Vimeo, Reddit, Delicious, MySpace, Words with Friends -Video games -Social influencers

Social media

___________________: marketers give up control for social aspect, authenticity

Social media

________________________ is known as independent and commercial online social networks where people congregate to socialize and share messages, opinions, pictures, videos, and other content

Social media

GE complements its sales force efforts through a wide variety of social media that inform and engage business customers, connect them with GE salespeople, and promote purchasing and relationships. This is most likely an example of ___________________

Social selling

_________________ is using online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance

Social selling

_____________________ provides people with powerful tools for: -identifying and learning about new prospects -engaging customers -creating customer value -closing sales -nurturing customer relationships

Social selling

Individuals learn culture from social institutions through _________________ (growing up) and _____________________ (adjusting to a new culture)

Socialization; acculturation

_______________________ means a company should make marketing decisions by considering consumers' wants, the company's requirements, consumers' long-run interests, and society's long-run interests

Societal marketing

Meeting the needs of consumers in the future with the needs of business now is called the _________________________

Societal marketing concept

Indicators of market potential: ______________________ factors: -consumer lifestyles, beliefs, and values -business norms and approaches -cultural and social norms -languages

Sociocultural

Communication ________________________: With nearly two-thirds of its sales now outside the U.S., Chevy recently switched to a new, more global "Find New Roads" positioning and advertising theme that has meaning in all markets worldwide

Standardization

A ________________________ global marketing strategy is a global marketing strategy that basically uses the same marketing strategy and mix in all of the company's international markets

Standardized

Don't change communications and don't change product equals which of the five global product and communications strategies?

Straight product extension

______________________ is known as marketing a product in a foreign market without making significant change to the product

Straight product extension

Meeting the needs of consumers now with the needs of business in the future is called the _______________________

Strategic planning concept

In a ________________ economy, the vast majority of people engage in simple agriculture (many African countries)

Subsistence

Managing the sales force includes _______________ salespeople, or looking over them

Supervising

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

Supervision

Effective _________________ provide direction to the sales force

Supervisors

_____________________________: At the North Face, sustainability is about more than just doing the right thing - it also makes good business sense. Sustainability efforts such as its "Clothes the Loop" program are good for the company, its customers, and the planet

Sustainability vision

External met with Tomorrow: Beyond Greening equals what?

Sustainability vision (developing a strategy framework for creating sustainable value)

___________________ marketing: Under its "Plan to Win" strategy, McDonald's has created value for both the customers and the company. Now, 80 percent of the chain's menu is under 400 calories, including this Egg White Delight McMuffin, which weighs in with eight grams of whole grain against only 250 calories and five grams of fat

Sustainable

______________________ marketing means meeting current needs in a way that preserves the rights and options of future generations of consumers and businesses

Sustainable

___________________________ is known as socially and environmentally responsible marketing that meets the present needs of consumers and businesses while also preserving or enhancing the ability of future generations to meet their needs

Sustainable marketing

Meeting the needs of consumers in the future with the needs of the business in the future is called the ___________________

Sustainable marketing concept

A __________________ calls for consumers to submit their names for a drawing.

Sweepstakes

Social media are ________________ and _________________: they allow marketers to create and share tailored brand content with individual consumes and customer communities

Targeted; personal

One benefit of direct marketing to sellers is it is low-cost, effective alternative for reaching specific markets (____________)

Targeting

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

Tariffs; duties

____________________ is known as using teams of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts.

Team selling

___________________ sales-support people provide technical information and answers to customers' questions

Technical

______________________ and ______________________ use the phone, Internet, and social media to find new leads, learn about customers and their business, and sell and service accounts directly.

Telemarketers; online sellers

_______________________ is using the telephone to sell directly to customers

Telemarketing

A __________________ sales force structure is a sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company's full line

Territorial

Before globalization, ________________ boundaries more or less kept things in and out

Territorial

The structure design is simple if the company sells only one product line to one industry with customers in many locations. In that case the company would use a ______________________ sales force structure

Territorial

Principles are needed to guide companies and marketing managers on issues of ethics and social responsibility. Who should decide such issues?

The free market and the legal system

Sales force size may range from only a few salespeople to tens of __________________

Thousands

To be globally aware is to be _________________of cultural differences and ___________________ of culture, history, world market, global economic, social, political trends

Tolerant; knowledgeable

Sales promotions targeted towards retailers and wholesalers are known as __________________ promotions (B2B) and encourage distribution and shelf space

Trade

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

Trade promotions

Managing the sales force includes _______________ salespeople

Training

The steps in the selling process are ________________-oriented and aimed at closing a specific sales with the customer. But remember that in the long run, a single sale is only one element of a long-term customer relationship. So the selling process must be understood in the broader context of maintaining profitable customer relationships

Transaction

__________________ selling: Putting on the hard sell. High-pressure process that focuses on making an immediate sale with no concern for developing long-term customer relationships

Transactional

A version of direct marketing is home shopping parties. True or false?

True

Addressing ethics helps build strong customer relationships based on honesty and trust. True or false?

True

American brands in other cultures: KFC has become of Japan's leading Christmas dining traditions, with the iconic Colonel Sanders standing in as a kind of Japanese Father Christmas. True or false?

True

Before globalization, everything had its place. True or false?

True

Before going abroad, the company should try to define its international marketing objectives and policies. True or false?

True

Before salespeople can present customer solutions, they must develop solutions to present. True or false?

True

Benefits of direct marketing to buyers are convenient, easy to use, private?, access, immediacy, interactive, individualization, and socializing. True or false?

True

Clutter is a problem in e-mail marketing, but enriched forms attempt to break through clutter. True or false?

True

Cost per contact is very high in personal selling. True or false?

True

During globalization, a new kind of non-physical place is emerging (supraterritorality). True or false?

True

E-marketing guidelines include: -give customer reason to respond -personalize the content of your emails -offer something the customer could not get via direct mail -make it easy for customers to unsubscribe True or false?

True

Entering new global markets: Netflix's decision to expand into new European markets seems like a no-brainer. But despite its huge market potential, Europe resents Netflix with some formidable challenges. True or false?

True

For most companies, direct and digital marketing are supplemental channels or media. But for many other companies today such as Amazon, GEICO, or Priceline, direct marketing is a complete way to do business. True or false?

True

Going global adds many layers of complexities. For example, Coca-Cola markets its products in hundreds of countries around the globe. It must understand the varying trade, economic, cultural, and political environments in each market. True or false?

True

In considering whether to do business in a given country, a company should consider factors such as the country's attitudes toward international buying, government bureaucracy, political stability, and monetary regulations. True or false?

True

Manufacturers may give retailers free specialty advertising items that carry the company's name, such as pens, calendars. memo pads, flashlights. and tote bags. True or false?

True

Marketers find well-defined demographics and shared interests useful when marketing. True or false?

True

Most international trade involves cash transactions. True or false?

True

Most traditional definitions of culture around the notion that culture is the sum of the values, rituals, symbols, beliefs, and thought processes that are learned, shared, by a group of people and transmitted from generation to generation. True or false?

True

New legislation and technological advances threaten the future of telemarketing. True or false?

True

One advantage of a sales profession is flexibility in sales activities. True or false?

True

One advantage of a sales profession is some people love the lifestyle. True or false?

True

One advantage of a sales profession is some positions provide frequent travel opportunities. True or false?

True

One advantage of a sales profession is you get to work with people. True or false?

True

One benefit of direct marketing to sellers is it offers access to buyers that couldn't be reached via other channels. True or false?

True

One drawback of a sales profession is long hours. True or false?

True

One drawback of a sales profession is working with people. True or false?

True

Other economics and business differs from country to country besides culture include economics, politics/military, climate, and history. True or false?

True

People are motivated by commissions, but commission only salespeople are not as motivated to take care of non-sales related duties. True or false?

True

Perhaps the biggest advantage of social media is their engagement and social sharing capabilities. True or false?

True

Social media are immediate and timely. True or false?

True

Social media can be very cost-effective. True or false?

True

Supervising salespeople includes helping them work smart by doing the right things the right way. True or false?

True

Tailored messages are possible in interactive marketing. True or false?

True

The role of the sales force is more effective than advertising in complex selling situations. True or false?

True

Training salespeople is expensive, but yields strong returns. True or false?

True

Training salespeople: Many companies are adding Web-based sales training programs. True or false?

True

Training salespeople: Training programs have many goals. True or false?

True

True or false about catalog marketing: -More and more catalogs are going digital on the Internet -Print catalogs are still the primary medium -Web catalogs have specific advantages and disadvantages when compared to printed catalogs

True

True or false about direct-response television marketing: -includes direct-response advertising -infomercials -home shopping channels

True

True or false, the world is not flat; Continuing poverty: ¼ world's population below $1 a day; over ½ below $2 a day, Inequality between rich and poor is rising, Environmental concerns and conflict over global governance, Open borders and their effects

True

True or false: The promise of E and Mobile marketing: -The future of B2B E-commerce is bright -Companies are integrating digital marketing into the marketing mix -Social and Mobile Marketing are the immediate Future

True

True or false: The promise of E and Mobile marketing: -Big Data and sale of digital information key drivers of e-marketing -E-marketing moving focus to Bots, AI and machine learning

True

True or false: A company has many options for entering an international market, from simply exporting its products to working jointly with foreign companies to setting up its own foreign-based operations

True

True or false: A company may have an outside sales force (or field sales force), an inside sales force, or both.

True

True or false: A good compensation plan both motivates salespeople and directs their activities.

True

True or false: A heavily promoted national brand sells for much more than a virtually identical non-branded or store-branded product. Critics charge that promotion adds only psychological value to the product rather than functional value

True

True or false: Although we mostly benefit from direct and digital marketing, like most other things in life, they have a dark side as well. Marketers and customers alike must guard against irritating or harmful direct and digital marketing practices.

True

True or false: Amazon does much more than just sell goods online. It engages customers and creates direct, personalized, and highly satisfying customer online buying experiences.

True

True or false: Annual call plans and time-and-duty analysis can help provide sales force direction

True

True or false: Another Internet marketing concern is that of access by vulnerable or unauthorized groups.

True

True or false: B2B sales exceed B2C sales

True

True or false: Challenges of E and Mobile marketing: -Pricing, -profitability for B2C and C2C (can you monetize the company, twitter, or snap; Google and Facebook advertising model; Content and App Providers pay for content model) -Legal and ethical issues (online privacy and security concerns; Internet fraud, the digital divide, access by vulnerable or unauthorized groups, hacking; false content)

True

True or false: Companies also face many considerations in setting their international prices

True

True or false: Companies can either adopt the same communication strategy they use in the home market or change it for each local market

True

True or false: Companies need to free up salespeople to spend much more face-to-face time with customers and prospects. For example, GE wants its salespeople to "spend four days a week in front of the customer and one day a week for all the admin stuff."

True

True or false: Companies now routinely equip their salespeople with laptops or tablets, smartphones, wireless connections, videoconferencing technologies, and customer-contact and relationship management software. The result is better time management, improved customer service, lower sales costs, and higher sales performance.

True

True or false: Consumer desire for more information let to package label with useful facts, from ingredients and nutrition facts to recycling and country of origin information

True

True or false: Critics also charge that a company's marketing practices can harm other companies and reduce competition

True

True or false: Digital coupons represent today's fastest-growing coupons segment

True

True or false: Direct and digital marketing lets brands create immediate and timely customer engagement, as when GE celebrated last year's National Inventors' Day by asking Twitter followers for offbeat invention ideas, then created illustrations of the best ones

True

True or false: Direct marketing continues to become more Internet-based, and digital direct marketing is claiming a surging share of marketing spending and sales

True

True or false: Direct marketing is becoming more digital based

True

True or false: Distribution channels can vary dramatically around the world. For example, in the U.S., Coca-Cola distributes products through sophisticated retail channels. In less-developed countries, it delivers Coke using everything from push carts to delivery donkeys

True

True or false: E-mail marketing is key tool for B2B and B2C marketing

True

True or false: For buyers, direct and digital marketing are convenient, easy, and private

True

True or false: Great salespeople know how to sell, but more important, they know how to listen and build strong customer relationships

True

True or false: In most ways, we all benefit greatly from marketing activities. However, like most other human endeavors, marketing has its flaws.

True

True or false: In the end, marketers themselves must take responsibility for sustainable marketing. That means operating in a responsible and ethical way to bring both immediate and future value to customers

True

True or false: Internal political legal factors include tariffs, legal standards, changes in standards, foreign ownership laws, trading and monetary restrictions

True

True or false: It is often said that insurance, real estate, and used cars are sold, not bought

True

True or false: Life differs from country to country due to: -culture -politics/military -economic -climate -history

True

True or false: Many American companies have now made the world their market. Nearly 60 percent of Apple's sales come from outside the Americas.

True

True or false: Many firms help salespeople identify target customers and set call objective. Some may also specify how much time the sales force should spend prospecting for new accounts and set other time management priorities. One tool is the weekly, monthly, or annual call plan that shows which customers and prospects to call on and which activities to carry out. Another tool is a time-and-duty analysis. In addition to time spent selling, the salesperson spends time traveling, waiting, taking breaks, and doing administrative chores.

True

True or false: Many large companies, regardless of their "home country," now think of themselves as truly global organizations. They view the entire world as a single borderless market. For example, although headquartered in Chicago, Boeing is as comfortable selling planes to Lufthansa or Air China as to American Airlines

True

True or false: Marketers are also cultivating new outlets for distributing coupons, such as supermarket shelf dispensers, electronic point-of-sale coupon printers, and online and mobile coupon programs

True

True or false: Marketers must think beyond immediate customer satisfaction and business performance toward sustainable strategies that preserve the world for future generations

True

True or false: Metrics of social marketing include: -Who visited -How many times (hits) -And where (page views) did they come from -Recency -Frequency -Monetary

True

True or false: Most companies still use direct marketing as a supplementary channel or medium

True

True or false: Most large American firms have made the world their market. For example, once all-American McDonald's now captures 66 percent of its sales from outside the United States.

True

True or false: No single sales force structure is best for all companies and situations. Each company should select a sales force structure that best serves the needs of its customers and fits its overall marketing strategy

True

True or false: Personal selling is one of the oldest professions in the world. The people who do the selling go by many names, including salespeople, sales representatives, agents, district managers, account executives, sales consultants, and sales engineers.

True

True or false: Potential problem areas for marketers arise from insufficient understanding of: -different ways of thinking -the necessity of saving face -knowledge and understanding of the host country -the decision-making process and personal relations -the allocation of time for negotiations

True

True or false: Question based selling can be used

True

True or false: Sales management must also determine who will be involved in the selling effort and how various sales and sales-support people will work together.

True

True or false: Salespeople are sometimes accused of high-pressure selling that persuades people to buy goods they had no thought of buying

True

True or false: Some firms employ the direct model as their only approach

True

True or false: Some inside salespeople provide support for the outside sales force, freeing them to spend more time selling to major accounts and finding new prospects.

True

True or false: Sustainable marketing ins't something that only businesses and governments do. Through consumerism and environmentalism, consumers themselves can plan an important role

True

True or false: The American marketing system has been accused of poorly serving disadvantaged consumers. For example, critics claim that the urban poor often have to shop in smaller stores that carry inferior goods and charge higher prices

True

True or false: The best salespeople are the ones who work closely with customers for mutual gain.

True

True or false: The best salespeople possess intrinsic motivation, a disciplined work style, the ability to close a sale, and perhaps the most important, the ability to build relationships with customers.

True

True or false: The sales force plays a major role in most companies

True

True or false: The traditional direct marketing forms are still heavily used and the new and old must be integrated for maximum impact

True

True or false: Today, major companies must become more global if they hope to compete

True

True or false: Unless the monetary award is substantial, the recognition by superiors and peers of a job well-done is typically more effective for salespeople.

True

True or false: When designing global marketing strategies, companies must understand how culture affects consumer reactions in each of its world markets

True

True or false: desired characteristics for market entry include high market attractiveness, low market risk, possess a competitive advantage

True

True or false: for many companies, direct marketing constitutes a changing model for doing business

True

True or false: global distribution channels differ by the number and types of intermediaries and the transportation infrastructure

True

True or false: local language capability's important role in international marketing: -aids in information gathering and evaluation -provides access to local society -important to company communications -allows for interpretation of contexts

True

True or false: the use of sales promotions has been growing rapidly

True

True or false: there is an increasing globalization of markets, firms face competition on all fronts, large firms are seeking foreign markets to increase profits, and many large U.S. companies are now foreign controlled

True

Most companies want their salespeople to practice ________________: demonstrating and delivering superior customer value and capturing a return on that value that is fair for both the customer and the company

Value selling

Sales management's challenge is to transform salespeople from customer advocates for price cuts into company advocates for value. This concept is called ___________________

Value selling

Adidas's recent "Take It" campaign featuring famous athletes gutting it out in practice and on game day began on TV but quickly zoomed to the top of viral charts. This is an example of __________________ marketing

Viral

___________________ 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

One advantage of a sales profession is high _____________: step into management

Visibility

The ______________ promotes trade by reducing tariffs and other international trade barriers. It also imposes international trade sanctions and mediates global trade disputes

WTO (World Trade Organization)

Designing international channel that take into account the entire global supply chain and marketing channel, forging an effective global value delivery network is known as ____________________________

Whole-channel view

A company might use some form of ______________________ approach to set sales force size. Using this approach, a company first group accounts intro 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

Many companies use the ______________ approach to set sales force size

Workload

The ad industry uses an advertising option icon - a little __________ inside a triangle - that it adds to behaviorally targeted online ads to tell consumers why they were seeing a particular ad and allowing them to opt out

i


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