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The owner of an Internet-based mail-order safety razor distributor hired you to increase sales using psychographics. Which of the following would be the BEST choice to work on?
A video normalizing men shaving their bodies
Eric is on the fast track at the law firm where he works. He is always the first one in the office in the morning, the last one to leave at night, and he has more billable hours than any other associate in the firm. He is determined to become a partner in the law firm within the next couple of years. According to McClelland's acquired needs theory, which need would appear to be the most important to Eric?
Achievement
You have an employee who has been missing work lately due to abuse of alcohol, to which he admits, but he is claiming it as a disability and therefore asserting he cannot be disciplined or fired for drinking that occurs off the job. Before you call an attorney, which law would be your BEST choice to review?
Americans with Disabilities Act
EasyBoard has just bid a large government contract, and winning the contract would allow them to hire additional employees and provide more competitive pay and benefits to all employees. However, part of the bid process asks EasyBoard to submit a written plan that spells out employment goals for underused groups and how those goals will be met. What is the government asking for in this bid process?
An affirmative action plan
World Automotive, a maker of high-end luxury vehicles, would like to better understand how customers interact with and feel about some of the options currently available on their cars. World Automotive wants to use research that will best observe consumer preferences quickly, and with the greatest accuracy possible. Which of the following would work BEST for World Automotive?
Record the behavior of customers when they sit in a sample car and use the new options.
Celeste, a human resource manager, posts an open job in the organization on Monster.com. In doing this, Celeste is performing which of the following functions of human resource management?
Recruiting
Angry with her supervisor over a reprimand, Alisha deliberately pours her soft drink on a coworker's keyboard. This is an example of _______.
a counterproductive behavior
Which theory of motivation states that workers are motivated solely by money?
Scientific management
Which of the following supports the idea that appropriate leader behavior should vary based on circumstances?
Situational approach to leadership
Joan knows not to come to her boss's meetings late because when her coworkers were late she had to witness her boss yelling at them. Joan has benefitted from which of the following?
Social learning
Cyndi knows that her company expects her to come to work on time every day and perform to the best of her ability. In return, Cyndi expects fair pay, good benefits, and a safe and comfortable work environment. This is an example of ________________.
a psychological contract
In response to growing consumer demand for environmentally friendly products, a retailer of men's clothing offers a selection of vegan and leather-free footwear and carries only items that meet a strict set of environmental standards. This would BEST reflect which element of the company's external environment?
Sociocultural environment
Which of the following is the first step in the marketing research process?
Study the current situation.
According to the path-goal theory of leadership, which of the following includes being friendly and approachable?
Supportive leader behavior
Management of Alright Airlines wanted to know why passengers were not selecting their flights, so they hired a company to make phone calls to former customers to find out why they switched to a different airline. What type of research did Alright Airlines conduct?
Survey
Julie is worried because she must take time off to be with her son during and after an extensive surgery, and is afraid her company will replace her if she is gone for so long. When she speaks with her human resource manager she feels better. The human resource manager tells her that she is entitled to up to 12 weeks of unpaid leave to care for her son. Which law did the human resource manager describe?
Family and Medical Leave Act (FMLA)
Perfect Pizza likes to find out directly from customers what customers like and don't like. Management brings together groups of customers and asks them questions about the company and its products. This is an example of which of the following?
Focus group
The marketing department of a community college invites a group of students to participate in a guided discussion of their college experience, including what they like and dislike, and how their expectations of college life differ from their actual experiences. What form of marketing research is the community college using?
Focus group
Joni works in a factory with mostly male coworkers. She often hears them discussing sexual encounters and telling dirty jokes, which makes her uncomfortable. Some of the men have sexually explicit posters on the doors of their lockers, which she can see when they are open. Joni is experiencing which of the following?
Hostile work environment
After deciding that she needs to finish her degree if she wants to be promoted at work, Ruby visits the websites of a few colleges near her home to see what they have to offer. Which step of the consumer buying process does this BEST describe?
Information seeking
Which of the following is used often, but is actually NOT a good indicator of success on the job?
Interview
Which of the following is a strong predictor of job success?
Testing ability and aptitude
June doesn't have direct authority; however, because she is knowledgeable and always willing to help, those in her department look to her for direction and advice. June generally assigns tasks and encourages her coworkers to achieve. Which of the following BEST describes June's role?
Leader
George thinks that all his employees are lazy and the only way to get them to work is either to reward them for good work or to punish them for poor work. George believes in which theory of motivation?
Theory X
Which approach to leadership attempted to identify distinctive characteristics of an individual that accounted for his/her effectiveness as a leader?
Trait approach
Which of the following focuses on intelligence, dominance, self-confidence, energy, activity, and knowledge about the job?
Trait approach to leadership
______________ involves routine, regimented activities.
Transactional leadership
Stephan believes that change is necessary in his department and has created a vision to guide the change. Which of the following is Stephan displaying?
Transformational leadership
Which buyers are more likely to broadcast their consumer experience?
Unsatisfied customers
Which of the following is an internal recruiting method?
Using a skills inventory system
John will never question his boss's decisions or let his boss know that he doesn't agree with them, even if he feels he has a better solution or can help the department be more productive. John has a high degree of which of the following?
Authoritarianism
Your Internet-based retail company has been growing by leaps and bounds over the past year. It is well organized, you have feedback systems in place, and personnel are working like a well-oiled machine; however, customer service complaints are rising, profits are dropping, and overall employee morale is in decline. Which is the MOST LIKELY contribution that will benefit your company right now?
Leadership
Which of the following are organizational characteristics that tend to outweigh the need for a leader to initiate or direct employee performance?
Leadership substitutes
Joel's employees feel he requires too much paperwork from them and that there are extra steps in their processes. If Joel were not the manager, none of his employees would follow his system. Joel has which type of power?
Legitimate
Which of the following describes the most frequent method of setting performance goals to direct and motivate behavior?
Management by objective
A local manufacturing firm has bid on a new project and is expected to win the contract. In order to be prepared, the human resource department is reviewing the skills of current employees and trying to determine the number and type of people who will need to be hired. What process is the human resource manager conducting?
Matching HR demand and supply
People who need to seek approval from others, need to be reassured constantly, and are worried about others' feelings have a high level of which of the following?
Need for affiliation
Which would be the BEST method for collecting information on your current customers and their buying preferences?
Observation
As a salesman for Fantastic Pharmaceuticals, Mitch is expected to keep his current customers happy and find new customers who want to order his company's products. Which term BEST describes Fantastic Pharmaceuticals' expectation of Mitch?
Performance behavior
Which of the following BEST describes the work related behaviors expected of employees?
Performance behaviors
Lifestyle and economic status are factors of which of the influences on consumer behavior?
Personal
Inventory control and transportation options are part of which of the four "Ps" of marketing?
Place
Exciting Electronics, Inc. provides options for its customers. Its products can be purchased online or at retail stores. What is Exciting Electronics providing?
Place utility
Zoe is enrolled in a management program at the local university. Not only does her company pay for the classes, if she completes the program and earns her degree, she will receive a pay increase. This is an example of which of the following?
Positive reinforcement
Steve, the plant manager, takes every candidate out to the production floor and shows them where they will be working, what tools and equipment they will use, and even introduces them to some of the employees the candidate will work beside. Which of the following terms BEST defines this process?
Realistic job preview (RJP)
Anton receives annual performance appraisals. Although his performance has generally been good during the past year, he receives a poor evaluation because his productivity has suffered over the last couple of weeks. Which error in performance appraisal does this BEST describe?
Recency error
Bill has missed work 5 times in the last month. Which of the following BEST describes Bill's absenteeism?
Counterproductive behavior
New data a company collects for itself when consumers test its products is ________.
primary data
The element of the marketing mix that includes personal selling, publicity and public relations, and direct or interactive marketing is _______.
promotion
Employees of Magnificent Manufacturing are spending the weekend restoring a home for a local family in need. The company and some of its vendors have provided all the necessary materials and company employees will make the repairs. Magnificent Manufacturing has written a news release and sent it to the local television stations and newspapers. This is an example of ________.
public relations
Alison was suspended without pay from her job as a customer service representative for cursing at a customer. According to reinforcement/behavior modification, this is an example of _______.
punishment
For every $100 Jason spends each month on groceries at his favorite store, he receives 10 cents off a gallon of gas, so Jason often will drive out of his way to shop at this store. This is an example of ________.
relationship marketing
Custom Cosmetics is offering a free gift with any purchase of $25 or more. This is an example of ________.
sales promotion
According to Maslow's Hierarchy of Human Needs, an individual who seeks friendship, interaction with other people, and affection is looking to fulfill _______ needs.
social
A company stops using a celebrity in its ads because he was reported to have made offensive racial comments. This is an example of how the ________ environment affects marketing.
sociocultural
Each of the following is an example of an employee contribution to the organization EXCEPT _______.
status
Joni and Scott co-teach a third grade class at the elementary school. Joni teaches on Tuesdays and Thursdays; Scott teaches on Mondays, Wednesdays and Fridays. They share the position's salary and benefits on a proportional basis. This best describes _______.
work sharing
A manager who sets very high goals and expects a great deal from his employees because he believes they are capable is using which type of leadership?
Achievement-oriented leader behavior
Dan is an outgoing, personable, confident entrepreneur, and his business partner is brilliantly creative, always striving to improve and change the organization. Neither of them are very detail oriented, so they are looking for a third member to round out their leadership team. Which would be the BEST set of attributes to seek out in a new team member?
Decision- and task-oriented
Phillipe believes his employees are hardworking and will generally make and support decisions that benefit the organization. Phillipe uses many leadership styles, depending on the situation. He firmly believes that allowing a subordinate to participate in the decision-making process should depend on the situation, and he does not solicit their input for all decisions. Which leadership style does Phillipe use?
Decision-tree approach
Joshua believes that if his employees enjoy their work, derive satisfaction from it, and are motivated, then the department will reach its goals. Joshua is exhibiting which of the following?
Employee-focused leader behavior
Which theory of leadership suggests that subordinates are members of an "in-group" or an "out-group," and the leader's behavior toward them varies depending upon the group to which they belong?
Leader-member exchange (LMX) model
______________, if managed correctly by a company, is likely to result in higher performance and more positive attitudes from employees.
Person-job fit
The marketing mix is comprised of which four basic components?
Product, pricing, place, and promotion
Scott is a stay at home dad who has been working on a part-time basis from home. His children are now in school all day, and he feels ready to go back to work full time but needs to be able to get the kids on the bus, be there when they get home from school, and be available when school is not in session. However, to go back to work full time also means he must be available to customers. How can Scott and his employer create a work schedule that accommodates the needs of Scott and his family, the organization, and the customers?
Scott's employer could allow him to telecommute.
Jolene tells her employees exactly how they should perform each task. She feels the tasks must be performed as she describes, or the department might not meet its goals. Jolene is exhibiting which of the following?
Task-focused leader behavior
According to the path-goal theory, a manager who displays _______ leader behavior will establish challenging goals for his subordinates, expect excellence in performance, and display confidence in their abilities.
achievement-oriented
A psychological contract requires ______________ on the part of the employee and _____________ on the part of the organization, although the terms of this contract are not always explicitly negotiated.
contributions; inducements
The director of an art gallery asks you to help her come up with a policy regarding when to include her employees in the decision-making process, and when to be more autocratic. Your MOST LIKELY suggestion would be to adopt the _____________.
decision-tree approach
Kimberly is a warm, nurturing manager. Her staff knows that they can always come to her with their problems, work-related or not, and she will do what she can to help. This BEST describes _______.
employee-focused leader behavior
You have just discovered that one of your most effective, creative, and long-term team members is desperately unhappy in her work translating English product instructions into her native language, Spanish. In her spare time, she paints and has even shown her artwork in galleries. Her unhappiness is MOST LIKELY due to poor_______.
person-job fit
Title VII of the Civil Rights Act of 1964 prohibits discrimination based on ________.
race, color, religion, gender, or national origin
Overall, Jonah feels good about himself. He knows he isn't without faults, but he believes he is a caring person, a trustworthy, conscientious employee, and a loving husband and father. This reflects Jonah's _______.
self-esteem
You are choosing between two candidates for a top-level management position in your company. You have been focusing on employee satisfaction, motivation, and well-being, but the production systems seem to be holding up further progress toward company goals. The BEST fit for this new position would be someone who demonstrates _______.
task-focused leadership behavior
In running your bookkeeping business, you find it hard to keep good employees because the commute into the city can take as long as two hours each way. To reduce turnover, your BEST alternatives would be to offer_______ and _______.
telecommuting; flextime
Both task-focused and employee-focused leadership represent a move away from the ________ approach and toward a more _________ approach to leadership.
trait; behavioral
Erica has what is best described as a magnetic personality. She has done such an excellent job of communicating her vision for the organization to the staff and making them believe that it will happen that they seem willing to follow her to the "ends of the earth." This BEST describes _______ leadership.
charismatic
Threatening to suspend employees if they don't do as they are told is an example of use of ___________ power.
coercive
Each year, all employees at Antonetti Systems are required to complete an "internal résumé" that updates their education, work experience, and career aspirations. This data is then used by the H.R. department to identify qualified internal candidates for promotional opportunities. It appears that Antonetti Systems uses a(n) _______.
employee information system (skills inventory)
When it comes to the network system, Alisha is the "go-to-girl." She knows more about the system that anyone else in the company, and if there is a problem, Alisha can fix it. In terms of the network system, Alisha has _______ power.
expert
The Equal Pay Act prohibits discrimination in pay based on _______.
gender
A nationwide department store features a broader selection of winter coats and boots in its stores located in states with cooler climates than in its stores in states with warmer climates. This marketing decision reflects _______ segmentation.
geographic
Will is a new manager in a group that is highly cohesive, with a long-standing high level of performance norms. Will is finding it hard to implement change within the group. The cohesiveness and performance levels are acting as _____.
leadership neutralizers
Your supervisor has the ability to establish your work schedule and assign work tasks. Your supervisor has _______ power.
legitimate
Masai doesn't believe that "luck happens." He is convinced that you make your own luck in life. This BEST describe Masai's _______.
locus of control
Marvelous Merchandise has identified the categories of customers who have similar wants and needs and who are likely to be interested in its products. This is an example of ________.
market segmentation
The set of forces that cause people to behave in certain ways is known as _________.
motivation
Barbara works in a remote office a few hundred miles away from headquarters, where her boss works. Her boss visits Barbara's office once or twice a year, but Barbara is generally able to "do her own thing" between those visits. The physical distance between Barbara and her boss is a leadership _______.
neutralizer
You have been working hard to impress your boss. In addition to your attention to both quality and quantity of work, you show up on time, leave promptly at the end of the day, and keep to yourself, ignoring office politics. You have been passed over for promotions, despite your excellent work performance. This is MOST LIKELY due to your lack of _______.
organizational citizenship
Work-related behaviors that directly contribute to productivity and that an organization expects employees to display are known as _______.
performance behaviors
Which of the following laws established a minimum wage and requires employers to pay overtime rates for work in excess of 40 hours per week?
Fair Labor Standards Act
According to the Family and Medical Leave Act (FMLA) of 1993, employees are eligible to receive up to _______ in the event of family and medical emergencies?
12 weeks of unpaid leave
Due to increased demand for products, your privately held manufacturing company recently grew from 26 full-time employees to more than 190. The organizational structure was fairly hierarchical and tall, with most employees hired by you and reporting directly to you. Growth has forced you to flatten the organization, promoting people from within to supervisory positions, but you are still the only person in a management position. Which of the following upper-level positions would be the BEST choice to add first in this situation?
A human resource manager
Purchasing products in bulk and buying items for specific situations or for specific purposes are examples of which of the following?
Behavioral variables
All cell phone companies have similar products, so their advertising focuses on convincing potential customers of the benefits their products offer. What are these companies facing?
Brand competition
In the competitive world of prepackaged dog treats, you have developed an organic, healthy, low-sodium alternative you market as Good Puppy. You have worked hard to differentiate your product and to promote it. Which of the following consumer behaviors would be MOST IMPORTANT to develop now?
Brand loyalty
Which of the following could be true of charismatic leaders?
Charismatic leaders can cause followers to engage in unethical or illegal behavior.
Martin Luther King exhibited which of the following?
Charismatic leadership
Dave knows he needs to lose weight to stay healthy, but he just can't resist those hot dogs from the gas station. He feels guilty every time he eats them, but can't seem to make himself stop. Which of the following is Dave experiencing?
Cognitive dissonance
Which market segment uses age, income, gender, ethnic background, marital status, race, and religion to separate consumers?
Demographic segmentation
Your boss recently read that 20 percent of a company's current customers provide 80percent of the revenue (the Pareto principle) and, based on this information, he wants to know what he could do to increase company profits. Which of the following marketing initiatives would be the BEST recommendation?
Develop a customer relationship management (CRM) system.
As the newly hired manager of a small coffee shop just off the main retail street in town, you have been asked to increase the bottom line without spending a great deal more on promotion. Which of the following elements of the marketing mix would be your BEST focus?
Differentiation
As the human resource manager of an auto dealership, you have been put in charge of assessing the personalities of the sales staff to help them become more self-motivated, self-aware, empathic, and socially appropriate. Which type of assessment would be the BEST choice for this assignment?
Emotional intelligence
Dustin just had to have that convertible roadster! It is so fast, and everyone is impressed with it. When he bought it, he knew that it cost more than he wanted to spend and that it wouldn't get good gas mileage, but he decided those weren't important issues. Dustin's purchase decision was based on which of the following?
Emotional motives
On December 31, you award your hardest working employee who has been with you for 20 years a $10,000 bonus. You also give employees who have been with you for far less time a $2,000 bonus. Although this was not made public, the newer employees found out about the discrepancy and are now grumbling. What motivational theory relates to this situation?
Equity
Andrew is a recent college graduate and has job offers from three large firms in the local area. Although each company offers a variety of benefits and competitive salaries, Andrew is much more interested in the work at each job. He wants an opportunity to distinguish himself and be rewarded for working hard. Andrew should work for the firm that subscribes to which motivational theory?
Expectancy theory
Monica has been an administrative assistant in the organization for many years. She is often asked to explain relationships with customers or past incidents that few others remember. What type of power does Monica hold in the organization?
Expert
The human resource manager is spending the day at the University, talking with students who might be interested in participating in the company's management development program. The human resource manager is participating in which of the following?
External recruiting
Josh has lots of energy and always engages his coworkers. He is known as the "life of the party" and has never met a stranger. Which of the personality dimensions does Josh exhibit?
Extraversion
There are many factors that can act as leadership substitutes and neutralizers within the organization. What type of neutralizing factor takes place in an organization where there is a high level of teamwork and cohesiveness, and team members are interdependent?
Group factors
Which of the following describes the value of investing in the people who comprise an organization?
Human capital
Jane has always rewarded her employees for a job well done, often giving bonuses or pay increases to recognize the efforts of the staff. However, the financial difficulties currently being faced by the company are acting as leadership neutralizers. How should Jane react to this neutralizer?
Jane must identify a new approach to motivating her employees.
Which of the following BEST describes a job's main duties, working conditions, and the tools needed to perform the job?
Job description
The statement "A Bachelor's degree, 5 years experience in a similar field, and working knowledge of Microsoft Office program" would be found in which of the following?
Job specification
Brittany's employees enjoy working for her, mostly because she is willing to listen to their ideas and consider new ways of doing things. This often makes the whole team more efficient. Which of the following personality dimensions does Brittany demonstrate?
Openness
Melinda is known to be helpful to new employees who are learning their jobs. In addition, she is always willing to stay late to help her coworkers when they are up against deadlines. Melinda is exhibiting which of the following?
Organizational citizenship
Which of the following MOST LIKELY contributed to the United Airlines public relations crisis that was triggered when security officers dragged Dr. David Dao from United Express Flight 3411 in April 2017?
Organizational factors
Even though she is the manager, Gayle always includes her employees when making decisions that affect the department. She values their opinions and their knowledge, and considers their input. Gayle is exhibiting which type of leader behavior?
Participative leader behavior
Gerry, the Engineering Manager for Magnificent Mustangs, used to have to get several approvals for any expenses over $10,000. Most of the equipment and parts necessary for his department are well over this amount, and the purchasing process was very slow. Gerry and his boss agreed that Gerry should have more say in how he manages his budget, so his boss agreed that Gerry can now approve expenditures up to $100,000. This is an example of which of the following?
Participative management
Ruby is turned down for a promotion at work because she doesn't have a college degree, so she decides to go back to school. Which step of the consumer buying process does this BEST describe?
Problem or need recognition
A mattress company advertises that they have a new technology that is so good, you won't have to count sheep to fall asleep and you'll finally get a good night's sleep. What is the mattress company attempting to accomplish?
Product differentiation
Gerry decided which new car to buy based on the price of the car, its quality, and how it fits into his lifestyle. What is Gerry's purchasing decision based on?
Rational motives
While reorganizing your company, employees are being shifted into new and different positions You want to make sure that you maintain a good person-job fit. Which tool would be your BEST choice?
Realistic job preview (RJP)
Belinda is anticipating one of her managers being promoted to a new position and needs to determine who in the company is ready, or almost ready, to move into a management-level position. Belinda will benefit from which of the following?
Replacement chart
Sam told two of his employees that if they work hard, he would recommend them for the acquisition team assigned to the new organizational venture. Sam is using which type of power?
Reward
Which of the following is an organizational factor that mitigates the need for a leader to direct employee performance, thus serving as a leadership substitute?
Rigid rules and procedures
What is the BEST way for a company to gather demographical information that it needs quickly?
Secondary data
Which of the following BEST defines the person-job fit?
The extent to which a person's contributions and the organization's inducements match one another
Becky has designed a training seminar to help employees better understand their levels of emotional intelligence. The goal of the seminar is to help employees improve their social skills, communication styles, and interaction preferences. Which of the following can Becky use to help employees assess personality traits in themselves and others?
The Myers-Briggs framework
A retail store increases its hours of operation so that it is open from 9:00 a.m. until 9:00 p.m. Monday through Friday, and 9:00 a.m. until 6:00 p.m. on Saturday and Sunday. Which form of utility does this represent?
Time
Katie has begun training for a local 5k race and needs new running shoes. When shopping for the shoes, she discovered that many of the store brands offer similar features as those that are nationally known and endorsed by famous runners. Katie is trying to determine the advantage of the national brands over the local brands. Which of the following is Katie conducting when she considers the price, the time it will take to research each brand, and the emotional cost of making a purchase?
Value and benefits
Which of the following allows the parties in a collective bargaining contract to evaluate and adjust wages at preset times prior to expiration of the contract?
Wage reopener clause
Segmenting a broad target market on the basis of factors such as age, gender, income, family size, and occupation is _______ segmentation.
demographic
In anticipation of filling a new position within the organization, Kendra prepares a document that lists the duties and responsibilities of job, along with its working conditions, and the tools, materials, equipment, and information used to perform it. This document is known as a _______.
job description
Krazy Kids focuses its advertising toward females between the ages of 25 and 35 with children under 6 years old, who live within a major city. This is the company's ________.
target market
An individual's beliefs about the exchange of effort for rewards in the workplace form the basis of _______.
the psychological contract
Leading for change is the focus of _______ leadership.
transformational