Study Plan Write

Closing a sale with a particular customer is a​ short-term ________​ orientation, but the selling process must also take a​ ________ orientation and look at the long term. A. transactional; relationship B. profit; relationship C. ​transactional; profit D. company; relationship E. relationship; transactional

transactional; relationship

Channels often involve​ long-term commitments, and companies have many alternatives. Each alternative should be evaluated against three general criteria. What are​ these? A. profitability, sales, and costs B. adaptability, control, and sales C. economic, adaptability, and profitability D. economic, control, and profitability E. economic, control, and adaptability

economic, control, and adaptability

Omni-channel retailing requires carefully integrating​ _____________ from discovery to purchase in the buying process. A. different physical store locations B. online shopping with social media C. physical stores and online shopping D. physical stores with social media E. the entire range of available shopping channel

the entire range of available shopping channel

Which of the following correctly describes​ omni-channel retailing? A. Allowing one supplier to sell to multiple retailers through multiple channels B. Creating a seamless​ cross-channel buying experience that integrates​ in-store, online, and mobile shopping C. Developing close partnerships between wholesalers and retailers D. Selling products online environments E. Setting up franchises in different locations with seamless delivery of integrated services

Creating a seamless​ cross-channel buying experience that integrates​ in-store, online, and mobile shopping

High sales force costs necessitate an effective sales management process consisting of which of the following​ steps? A. Designing sales force strategy and structure and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople. B. Designing sales force strategy and structure and recruiting and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople. C. Designing sales force strategy and recruiting and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople. D. Designing sales force structure and recruiting and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople. E. Designing sales force strategy and structure and recruiting and​ selecting, compensating,​ supervising, and evaluating sales force performance.

Designing sales force strategy and structure and recruiting and​ selecting, training,​ compensating, supervising, and evaluating the​ firm's salespeople

_______ involve engaging directly with carefully targeted individual consumers and customer communities to both obtain an immediate response and build lasting customer relationships. A. Direct marketing and social media B. Online and social media C. Direct and digital marketing D. Digital marketing and social media E. E-commerce and direct marketing

Direct and digital marketing

Which of the following statements regarding traditional direct marketing forms is​ correct? A. Kiosk marketing provides consumers with​ information, but it cannot be used for ordering merchandise. B. Direct-mail marketing cannot be personalized. C. Printed catalogs have been replaced by online catalogs. D. Direct-mail marketing is rarely used today because it has been replaced by​ e-mail. E. Marketers use both outbound and inbound telemarketing.

Marketers use both outbound and inbound telemarketing

Depending on the type of​ promotion, a marketer develops and implements the sales promotion program by using three key promotion tools. These are ​__​____________. A. business promotion​ tools, trade promotion​ tools, or advertising promotion tools B. consumer promotion tools​, trade promotion​ tools, or business promotion tools C. trade promotion​ tools, special event​ tools, or business promotion tools D. consumer promotion​ tools, trade promotion​ tools, or retail promotion tools E. consumer promotion tools​, internal promotion tools​, or business promotion tools

consumer promotion tools​, trade promotion​ tools, or business promotion tools

Spurred by the surge in internet usage and online​ buying, and by rapid advances in​ _____________, ________ has undergone a dramatic transformation. A. digital​ technologies, direct marketing B. direct​ marketing, digital marketing C. social​ media, direct marketing D. smartphones, digital marketing E. online​ retailing, digital marketing

digital​ technologies, direct marketing

New major trends and developments in retailing include​ ___________________. A. new retail​ forms, new​ business-to-business forms, and retail convergence B. shortening retail life​ cycles, lengthening retail life​ cycles, and retail convergence C. new retail​ forms, shortening retail life​ cycles, and retail convergence D. the rise of social​ media, shortening retail life​ cycles, and retail convergence E. new retail​ forms, shortening retail life​ cycles, and​ business-to-business convergence

new retail​ forms, shortening retail life​ cycles, and retail convergence

The need for​ omni-channel retailing is a result of​ _______. A. megaretailers B. category killers C. green retailing D. omni-channel buying E. retail convergence

omni-channel buying

Press​ releases, sponsorships,​ events, and web pages are tools used by which element of the promotion​ mix? A. advertising B. personal selling C. direct and digital marketing D. sales promotion E. public relations

public relations

Marketers now have access to fragmented media and promotion mixes to reach diverse audiences. To prevent creating a communications​ hodgepodge, what must marketers​ do? A. Deploy tools to facilitate customer relationship management B. Adopt the concept of integrated marketing communications C. Use marketing management software D. Create​ informative, persuasive, and distinct messaging content E. Develop targeted social media and digital advertising

Adopt the concept of integrated marketing communications

Which of the following statements is correct regarding marketing communications​ today? A. Digital and social media have given birth to a more​ targeted, more​ social, but less engaging marketing communications. B. Most marketers do not use integrated marketing communications tools or planning. C. Marketers are reversing a trend toward digital media. D. Advertisers are adopting less fragmented media and promotion mixes to reach their diverse markets. E. Advertisers are now able to engage smaller customer segments with more​ personalized, interactive content.

Advertisers are now able to engage smaller customer segments with more​ personalized, interactive content

Which of the following sets of characteristics correctly classifies​ retailers? A. Breadth and depth of product​ lines, relative prices they​ charge, location of the​ store, and store size B. Amount of service​ offered, the breadth and depth of product​ lines, relative prices they​ charge, and how they are organized C. Location of the​ store, relative prices they​ charge, target​ customers, and store size D. Amount of service​ offered, the relative prices they​ charge, target​ customers, and store size E. Amount of service​ offered, breadth and depth of product​ lines, relative prices they​ charge, and store size

Amount of service​ offered, the breadth and depth of product​ lines, relative prices they​ charge, and how they are organized

What are the four steps to designing marketing​ channels, in the correct​ order? A. Identifying the design of​ competitors' channels, setting channel​ objectives, analyzing consumer​ needs, and evaluating channel alternatives B. Identifying the design of​ competitors' channels, analyzing consumer​ needs, setting channel​ objectives, and evaluating channel alternatives C. Analyzing consumer​ needs, setting channel​ objectives, identifying the design of​ competitors' channels, and evaluating the alternatives D. Analyzing consumer​ needs, setting channel​ objectives, identifying major channel​ alternatives, and evaluating the alternatives E. Setting channel​ objectives, analyzing consumer​ needs, identifying major channel​ alternatives, and evaluating the alternatives

Analyzing consumer​ needs, setting channel​ objectives, identifying major channel​ alternatives, and evaluating the alternatives

Which of the following is correct regarding the forms of direct and digital​ marketing? A. Traditional direct marketing tools are still used but are no longer important. B. Online marketing is the only form of direct and digital marketing. C. Marketers today only use direct and digital marketing. D. Direct and digital marketing does not include mobile marketing. E. Both the new digital and the more traditional forms of direct marketing must be blended into a fully integrated marketing communications program.

Both the new digital and the more traditional forms of direct marketing must be blended into a fully integrated marketing communications program

What are three major factors changing the face of​ today's marketing​ communications? A. Changes in​ consumers, changes in marketing​ strategies, and sweeping changes in digital technologies B. Changes in​ consumers, changes in marketing​ strategies, and sweeping changes in social media C. Changes in​ consumers, changes in​ businesses, and sweeping changes in digital technologies D. Changes in the business​ environment, changes in global​ competition, and changes in marketing strategies E. Changes in​ consumers, changes in​ businesses, and changes in marketing strategies

Changes in​ consumers, changes in marketing​ strategies, and sweeping changes in digital technologies

Which of the following statements is true regarding channel​ organization? A. In a​ well-organized channel, conflicts rarely occur. B. Channel members should act alone in their own​ short-run best interests before considering the interests of other channel members. C. Channel members are dependent on each other for the overall success of the channel. D. Once a channel is organized and​ set, it rarely changes. E. Channel organization is always based on formal interactions guided by strong organizational structures.

Channel members are dependent on each other for the overall success of the channel

Which of the following statements regarding marketing logistics is NOT​ TRUE? A. No logistics system can both maximize customer service and minimize distribution costs. B. Logistics involve inbound​ logistics, outbound​ logistics, and reverse logistics. C. It focuses on managing​ value-added flows between​ suppliers, the​ company, resellers, and final users. D. It involves the entire supply chain management. E. Companies are placing less emphasis on logistics and more on constraining costs

Companies are placing less emphasis on logistics and more on constraining costs

Ideally, integrated marketing communications should achieve which of the​ following? A. Allow different company departments to send different brand messages. B. Deliver a​ clear, consistent, and compelling company and brand message. C. Use only newer digital technologies to communicate with consumers. D. Deliver different brand messages over different communication channels. E. Deliver a hodgepodge of brand content to consumers.

Deliver a​ clear, consistent, and compelling company and brand message

According to the​ text, what is one of the biggest advantages of social​ media? A. Interactivity B. Targeted and personal application C. Cost-effectiveness D. Engagement and social sharing capabilities E. Immediacy and timeliness

Engagement and social sharing capabilities

According to the​ text, what is perhaps the toughest public policy issue now confronting the direct marketing​ industry? A. Security B. Fraud C. Irritation D. Phishing E. Invasion of privacy

Invasion of privacy

________ is perhaps the toughest public policy issue now confronting the direct marketing industry. A. Access by vulnerable or unauthorized groups B. Online and digital security C. Fraud D. Phishing E. Invasion of privacy

Invasion of privacy

Which of the following describes a​ just-in-time logistics​ system? A. Just-in-time logistics systems ensure that new stock arrives at least one week before it is needed. B. Just-in-time logistics systems greatly increase​ inventory-carrying and​ inventory-handling costs. C. Just-in-time logistics systems eliminate the need for forecasting. D. Just-in-time logistics systems allow producers and retailers to carry small inventories to last for only a few days of operations. E. Just-in-time logistics systems allow producers and retailers to carry large amounts of inventory.

Just-in-time logistics systems allow producers and retailers to carry small inventories to last for only a few days of operations

Marketing channels perform many key functions. Which of the following is NOT one of those key​ functions? A. Fulfilling completed transactions B. Helping to complete transactions C. Assuming risks of carrying out channel work D. Contact work E. Manufacturing

Manufacturing

Which of the following statements about personal selling is​ correct? A. Personal selling is a fairly new profession. B. The role of personal selling is very consistent from company to company. C. Many customers are unable to distinguish the salesperson from the company. D. Salespeople​ sell; they do not have a role in creating value for the customer. E. The sales force should work separately from other marketing functions.

Many customers are unable to distinguish the salesperson from the company

Which of the following is a reason that producers use marketing channels and channel​ intermediaries? A. The reduced costs of using channel intermediaries offset the inefficiencies of marketing channels. B. Marketing channel members are able to transform the assortments of products made by producers into the assortments wanted by consumers. C. Marketing channel decisions only require a​ short-term commitment. D. Using marketing channels allows producers to retain control over how and to whom they sell their products. E. Using channel intermediaries increases the number of contacts with customers.

Marketing channel members are able to transform the assortments of products made by producers into the assortments wanted by consumers

Which of the following statements about the​ omni-channel buyer is NOT​ correct? A. They shift easily across online and​ in-store channels throughout the buying process. B. They will cause a massive shift in how store retailers operate. C. Omni-channel buying calls for​ omni-channel retailing. D. Omni-channel buyers do not need the​ bricks-and-mortar environment in which to shop. E. They readily research products and prices​ online, shopping digitally from​ home, from​ work, in​ stores, or anywhere in between.

Omni-channel buyers do not need the​ bricks-and-mortar environment in which to shop

______ means integrating all available shopping channels and devices into a seamless customer shopping experience. A. Green retailing B. Omni-channel retailing C. Retailing D. Wholesaling E. Shopper marketing

Omni-channel retailing

Of product and services​ assortment, price,​ promotion, and​ place, which plays one of the most important roles in aligning target markets and​ positioning? A. Services assortment B. Price C. Place D. Product assortment E. Promotion

Place

Which PR tool is used to create and place newsworthy information in the news media to attract attention to a​ person, product, or​ service? A. Lobbying B. Investor relations C. Development D. Public affairs E. Press relations

Press relations

Which of the following statements is TRUE regarding the selection of qualified channel​ members? A. Producers vary in their ability to attract qualified marketing intermediaries. B. Firms select only qualified channel members in their immediate geographical area. C. Established brands have no trouble finding and keeping qualified channel members. D. To find and select qualified channel​ members, firms simply refer to a national online database. E. Selecting qualified channel members is largely controlled by government regulation.

Producers vary in their ability to attract qualified marketing intermediaries

Which of the following is a benefit of direct and digital marketing for​ buyers? A. Efficiency and prices B. Ease of use and ability to obtain lower prices C. Sense of brand engagement and community D. A speedy alternative to other mediums E. Convenience and ease

Sense of brand engagement and community

What are the four important decisions made when developing an advertising​ program? List them in order. A. Setting​ objectives, setting the​ budget, developing message​ strategy, and determining media timing B. Developing message​ strategy, developing message​ execution, selecting​ media, and determining media timing C. Setting the​ budget, setting​ objectives, developing​ strategy, and evaluating effectiveness D. Setting​ objectives, setting the​ budget, developing​ strategy, and evaluating effectiveness E. Setting​ objectives, setting the​ budget, determining the impact on sales and​ profits, and determining the return on investment

Setting​ objectives, setting the​ budget, developing​ strategy, and evaluating effectiveness

​______________ marketing involves focusing the entire marketing process on turning shoppers into buyers as they approach the point of sale. A. Point-of-sale B. Direct C. Shopper D. Discount E. Wholesale

Shopper

Attracting and holding customers presents great challenges and decision points for retailers. Of the​ following, which is NOT one of the areas in which they face major​ decisions? A. Store differentiation and positioning decisions B. Decisions regarding segmentation C. Social media and visibility decisions D. Retail marketing mix decisions E. Decisions about targeting

Social media and visibility decisions

​_______ is the use of​ online, mobile, and social media to engage​ customers, build stronger customer​ relationships, and augment sales performance. A. Digital selling B. Social selling C. Technology selling D. Sales promotion E. New-age selling

Social selling

Which of the following is a drawback to social​ selling? A. It is inexpensive. B. It makes salespeople obsolete. C. It has completely changed the fundamentals of selling. D. It cannot be integrated into the selling process. E. Some things cannot be presented over the internet.

Some things cannot be presented over the internet

Which of the following has changed​ customers' notions of​ convenience, speed,​ price, product​ information, service, and brand​ interactions? A. The digital age B. Traditional direct marketing tools C. E-mail marketing D. The Internet of Things E. Catalogs

The digital age

Which of the following statements is true regarding the promotion​ mix? A. Advertising is a personal form of marketing communication. B. Personal selling is not used to engage customers. C. Direct and digital marketing cannot be used to target individual consumers. D. The entire marketing mix must be coordinated for greatest impact. E. Sales promotions are​ long-term incentives to encourage the purchase or sale of a product or service.

The entire marketing mix must be coordinated for greatest impact

Which of the following statements about public relations is​ correct? A. It is difficult to integrate public relations into social media. B. Public relations is not used to engage consumers. C. The impact of public relations on public awareness comes at a much higher cost than advertising. D. Public relations is used only to promote products. E. The lines between advertising and public relations are becoming more blurred.

The lines between advertising and public relations are becoming more blurred

Which of the following is TRUE regarding new types of channel​ organizations? A. They provide improved​ leadership, but performance is unstable. B. They provide improved performance for small firms. C. They provide stronger leadership for​ larger-scale companies. D. They provide stronger leadership and improved performance. E. They provide improved performance but lack leadership.

They provide stronger leadership and improved performance

________________________ are the main forms of direct and digital marketing. A. Social media​ marketing, telemarketing, and kiosk marketing B. Traditional direct marketing tools and new digital marketing tools C. Online​ marketing, direct response television​ marketing, and mobile marketing D. Online​ marketing, social media​ marketing, and telemarketing E. Mobile​ marketing, social media​ marketing, and direct mail marketing

Traditional direct marketing tools and new digital marketing tools

Which of the following is correct regarding most​ firms' direct marketing​ efforts? A. Digital marketing is​ growing, but most companies have ignored it. B. Social media marketing has replaced most other forms of direct marketing. C. Social​ media, website, and digital marketing have replaced traditional tools. D. Digital usage is​ declining, so most companies are moving away from digital marketing. E. Traditional tools are still heavily used and very important.

Traditional tools are still heavily used and very important

​____________________ is the digital version of​ word-of-mouth marketing and the type of marketing in which marketers usually have little control over where messages end up. A. Interactive marketing B. Mobile marketing C. Video marketing D. Social media marketing E. Viral marketing

Viral marketing

Which wholesaler channel function helps reduce inventory holding costs and the risks of suppliers and​ customers? A. Warehousing B. Buying and assortment building C. Transportation D. Risk bearing E. Financing

Warehousing

What are the four major functions of​ logistics? A. Warehousing, inventory​ management, transportation, and logistics information management B. Warehousing, inventory​ management, transportation, and retailing C. Inventory​ management, transportation,​ shipping, and warehousing D. Warehousing, inventory​ management, retailing, and logistics information management E. Retailing, inventory​ management, transportation, and logistics information management

Warehousing, inventory​ management, transportation, and logistics information management

The only reason for a wholesaler to exist is to​ ___________________ by increasing the efficiency and effectiveness of the entire marketing channel. A. eliminate marketing costs B. lower logistical costs C. replace a sales team D. add value E. facilitate distribution

add value

Retail stores come in all shapes and​ sizes, and new retail types keep emerging. Store retailers can be classified by​ ______________. A. full-service, specialty, and discount stores B. self-service and​ full-service stores C. amount of​ service, product line​ sold, relative​ prices, and how they are organized D. specialty​ stores, department​ stores, and service businesses E. full-price, discount, and​ off-price retailers

amount of​ service, product line​ sold, relative​ prices, and how they are organized

In​ general, sales promotion campaigns should​ ______________________. A. only be used on social media B. be used without additional advertising support C. only be offered to consumers D. offer buyers​ long-term incentives to purchase a good or service E. be customer relationship building

be customer relationship building

Distribution channels are complex​ ______________ in which people and companies interact to accomplish​ individual, company, and channel goals. A. psychological systems B. ecosystems C. joint marketing systems D. logistical systems E. behavioral systems

behavioral systems

Omni-channel retailing goes beyond just helping​ in-store customers as they​ cross-shop on mobile devices and requires​ _________________________. A. integration of product​ assortment, services​ mix, and price B. carefully integrating the entire range of available shopping channels C. extra attention to product​ assortment, store​ atmosphere, and price D. careful​ targeting, differentiation, and positioning E. carefully integrating all elements of the marketing mix to maximize value

carefully integrating the entire range of available shopping channels

Recent years have seen the rapid growth of superstores that are actually giant specialty​ stores; they are sometimes called​ ______. A. convenience stores B. discount stores C. corporate chains D. category killers E. warehouse clubs

category killers

To ensure channel​ success, all channel firms should understand and accept their​ roles, _________________. A. establish ways to cooperate to attain overall channel​ goals, and jointly promote products B. coordinate their goals and​ activities, and cooperate to attain overall sales goals C. coordinate​ activities, and cooperate to attain overall channel goals D. coordinate their goals and​ activities, and cooperate to attain overall channel goals E. coordinate their​ goals, and cooperate to attain overall channel goals

coordinate their goals and​ activities, and cooperate to attain overall channel goals

New retail forms continue to emerge.​ However, different types of retailers are increasingly serving similar customers with the same products and prices​ (retail convergence), making​ __________ more difficult. A. targeting B. distribution C. positioning D. logistics E. differentiation

differentiation

Firms seeking immediate response from targeted individual consumers and consumer communities use​ ______________________ marketing tools to engage consumers and cultivate relationships with them. A. direct and digital B. direct marketing C. personal​ selling, advertising, and sales promotion D. advertising, sales​ promotion, and public relations E. advertising and sales promotion

direct and digital

Online advertising has become a major promotional medium. The main forms of online advertising are​ _____________________. A. e-mail marketing and​ search-related ads B. online promotions and​ search-related ads C. blogs and display ads D. online video and display ads E. display ads and​ search-related ads

display ads and​ search-related ads

The benefits of direct and digital marketing for buyers are that these forms of marketing are​ _________. A. easy, convenient, and public B. easy, convenient, and impersonal C. convenient, private, and hard to use D. easy, private, and expensive E. easy, convenient, and private

easy, convenient, and private

By practicing​ ______, today's retailers are increasingly adopting environmentally sustainable practices. A. megaretailing B. social media retailing C. retail convergence D. mobile retailing E. green retailing

green retailing

When selecting​ intermediaries, the company should evaluate each channel​ member's years in​ business, other lines​ carried, location,​ _______________________. A. growth​ record, profit​ record, and reputation B. growth and profit​ record, cooperativeness, and reputation C. profit​ record, cooperativeness, and reputation D. growth and profit​ record, cooperativeness, and company size E. management​ team, cooperativeness, and reputation

growth and profit​ record, cooperativeness, and reputation

In determining the number of channel​ intermediaries, there are three strategies available. These are​ _________________. A. intensive, exclusive, and convenience distribution B. intensive, exclusive, and selective distribution C. selective, exclusive, and online distribution D. intensive, exclusive, and​ in-between distribution E. intensive, selective, and​ value-added distribution

intensive, exclusive, and selective distribution

The three major groups of wholesalers are​ ________. A. merchant​ wholesalers, wholesale​ clubs, and​ big-box stores B. merchant​ wholesalers, brokers and​ agents, and​ full-service wholesalers C. merchant​ wholesalers, brokers and​ agents, and wholesale clubs D. merchant​ wholesalers, full-service​ wholesalers, and​ limited-service wholesalers E. merchant​ wholesalers, brokers and​ agents, and​ manufacturers' and​ retailers' branches and offices

merchant​ wholesalers, brokers and​ agents, and​ manufacturers' and​ retailers' branches and offices

New digital and social media have given birth to a​ _________________________. A. less targeted and engaging communications model B. more​ targeted, social, and engaging marketing communications model C. less​ targeted, social, and engaging marketing communications model D. more​ targeted, social, and engaging marketing model E. more​ targeted, social, and less engaging marketing communications model

more​ targeted, social, and engaging marketing communications model

The concern about​ ________ is an area where consumers fear that unscrupulous snoopers will eavesdrop on their online transactions and social media​ postings, picking up personal information or intercepting credit and debit card numbers. A. excessiveness B. fraud C. online and digital security D. phishing E. access by vulnerable or unauthorized groups

online and digital security

A​ salesperson's role as​ a(n) ________ demands creative​ selling, social​ selling, and relationship building. A. PR specialist B. order taker C. broker D. order getter E. sales manager

order getter

The​ firm's PR should be blended smoothly with other promotion activities within the​ company's ____________________. A. overall marketing plan B. overall strategic plan C. overall integrated marketing communications effort D. advertising and sales promotion efforts E. media and digital marketing strategy efforts

overall integrated marketing communications effort

Most companies see their intermediaries as​ first-line customers and partners. They practice strong​ _____________________ management to forge​ long-term partnerships with channel members. A. supply chain B. partner relationship C. channel D. marketing E. sales relationship

partner relationship

Most companies today see their intermediaries as​ first-line customers and focus on​ ________ to forge​ long-term relationships with channel members. A. government assistance B. partner relationship management C. promotional incentives D. legal contracts E. discounted prices

partner relationship management

To avoid being intrusive and​ annoying, most legitimate​ e-mail marketers practice​ ______, which means sending​ e-mail pitches only to customers who​ "opt in." A. viral marketing B. unsolicited​ e-mail marketing C. spamming D. permission-based marketing messages E. phishing

permission-based marketing messages

The performance difference between an average salesperson and a top salesperson can be substantial.​ Therefore, at the heart of any successful sales force operation is the​ ______ of good salespeople. A. evaluation B. motivation C. recruitment and selection D. training E. compensation

recruitment and selection

The trend of​ ________ has resulted in different types of retailers now selling the same products at the same prices to the same consumers. A. pop-up stores B. green retailing C. retail convergence D. social media retailing E. tighter consumer spending

retail convergence

It is important that retailers select locations that are accessible to the target market in areas that are consistent with the​ _____________________. A. retailer's differentiation B. ​retailer's positioning C. population patterns D. ​retailer's retail marketing mix E. retailer's distribution hubs

retailer's positioning

Retailers always search for new marketing strategies to attract and hold customers. The major marketing decisions they face are​ _______________________. A. store​ differentiation, targeting, and the retail marketing mix B. segmentation and​ targeting, store​ location, and the retail marketing mix C. store​ differentiation, positioning, and the retail marketing mix D. segmentation and​ targeting, store differentiation and​ positioning, and the retail marketing mix E. segmentation and​ targeting, differentiation, and the retail marketing mix

segmentation and​ targeting, store differentiation and​ positioning, and the retail marketing mix

After sales promotion campaign objectives are​ set, the next steps are​ ________, and then​ __________________________. A. selecting the sales promotion​ tools; developing the sales promotion program B. developing the sales promotion​ program; setting a budget C. selecting​ tools; developing and implementing the sales promotion program D. selecting​ tools; setting a budget E. selecting​ tools; deploying social media

selecting​ tools; developing and implementing the sales promotion program

The​ fastest-growing sales trend is the explosion in​ ________, which is using​ online, mobile, and social media in selling. A. social selling B. mobile selling C. online selling D. social media selling E. e-commerce

social selling

Retailers must decide on three major product​ variables: product​ assortment, services​ mix, and​ _________. A. price B. location C. store atmosphere D. segmentation and targeting E. promotion

store atmosphere

Strong relationships with the salesperson will result in​ ________. A. repeat business B. increased revenue C. strong relationships with the​ company's products D. strong relationships with the company and its products E. increased revenue and repeat business

strong relationships with the company and its products

Guided by​ ___________________, retailers must decide on a retail marketing mix—product and services​ assortment, price,​ promotion, and place. A. strong targeting and differentiation B. strong positioning and differentiation C. strong targeting and positioning D. strong differentiation and pricing E. strong positioning and products and services assortment

strong targeting and positioning

Companies often divide sales responsibilities along three lines. These are a​ _____, _____, or​ ____ sales force​ structure, which can also be combined. A. territorial, product, global B. product, customer,​ performance-based C. product, customer, global D. territorial, customer, client E. territorial, product, customer

territorial, product, customer

Major retail trends and developments include the rise of megaretailers and rapid growth of​ direct, online,​ mobile, and social media retailing. Other trends include​ __________________. A. a surge in green​ retailing, new supply chain management​ methods, and global expansion of major retailers B. the growing importance of retail​ technology, a surge in green​ retailing, and the global expansion of major retailers C. the growth of retail​ technology, global expansion of major​ retailers, and international trade D. the growing importance of retail​ technology, general surge in​ retailing, and global expansion of major retailers E. the growing importance of retail​ technology, global expansion of major​ retailers, and international marketing

the growing importance of retail​ technology, a surge in green​ retailing, and the global expansion of major retailers

Which of the following is an example of horizontal channel​ conflict? A. A consumer complaining to a producer about the quality of a product B. A Ford dealer complaining that another Ford dealer is advertising in its territory C. A retailer complaining about receiving damaged goods from a wholesaler D. A consumer complaining to a retailer about the service they received E. A retailer complaining about a​ producer's pricing

A Ford dealer complaining that another Ford dealer is advertising in its territory

Large retailers like Walmart have enormous channel control due to their size and power. Which type of channel arrangement does this​ represent? A. Conventional distribution channel B. Franchise C. Corporate VMS D. Contractual VMS E. Administered vertical marketing system​ (VMS)

Administered vertical marketing system​ (VMS)

Which of the following identifies the six major sales force management steps in the correct​ order? A. Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, compensating​ salespeople, supervising and motivating​ salespeople, and evaluating salespeople B. Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, evaluating​ salespeople, compensating​ salespeople, and supervising and motivating salespeople C. Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, supervising and motivating​ salespeople, evaluating​ salespeople, and compensating salespeople D. Evaluating​ salespeople, designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, compensating​ salespeople, and supervising and motivating salespeople E. Recruiting and selecting​ salespeople, training​ salespeople, designing sales force strategy and​ structure, evaluating​ salespeople, compensating​ salespeople, and supervising and motivating salespeople

Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, compensating​ salespeople, supervising and motivating​ salespeople, and evaluating salespeople

_______________________ permits companies to tailor offers and content to needs and interests of carefully defined​ segments, which in turn helps develop​ long-lasting customer relationships as well as resulting in immediate responses. A. Personal selling B. Public relations C. Direct marketing D. Advertising E. Sales promotions

Direct marketing

At which stage in the selling process does a salesperson attempt to learn as much as possible about the organization​ (what it​ needs, who is involved in the​ buying) and its buyers​ (their characteristics and buying​ styles)? A. Presentation and demonstration B. Preapproach C. Handling objections D. Approach E. Prospecting and qualifying

Preapproach

Which of the following is a form of traditional direct​ marketing? A. Blogs B. Social media marketing C. Mobile marketing D. Kiosk marketing E. Websites

Kiosk marketing

______________ begins with analyzing consumer needs and setting channel objectives. A. Motivating channel members B. Marketing channel design C. Marketing channel responsibility D. Marketing channel management E. Selecting channel members

Marketing channel design

____________________ addresses not only outbound​ logistics, but also inbound logistics and reverse logistics. A. Transportation logistics B. Nonphysical distribution C. Marketing logistics D. Manufacturing logistics E. Marketing and sales logistics

Marketing logistics

_____________________ must be closely coordinated for maximum campaign effectiveness. A. Message decisions and media decisions B. Objectives and evaluation C. Budget decisions and message decisions D. Objectives and message decisions E. Budget decisions and media decisions

Message decisions and media decisions

Which form of direct and digital marketing do companies use to engage customers​ anywhere, anytime during the buying and​ relationship-building processes? A. Social media marketing B. E-mail C. Mobile marketing D. Online marketing E. Websites

Mobile marketing

Public relations involves building good relations with the​ company's various publics. What are all of the functions it​ includes? A. Press​ agency, product​ publicity, public​ affairs, lobbying, investor​ relations, and development B. Press​ agency, product​ publicity, crisis​ management, public​ affairs, lobbying, investor​ relations, and development C. Press​ agency, product​ publicity, government​ relations, public​ affairs, lobbying, investor​ relations, and development D. Press​ agency, product​ publicity, lobbying, investor​ relations, and development E. Product​ publicity, public​ affairs, lobbying, investor​ relations, and development

Press​ agency, product​ publicity, public​ affairs, lobbying, investor​ relations, and development

_______ refers to marketing via the internet using company​ websites, online advertising and​ promotions, e-mail​ marketing, online​ video, and blogs. A. Direct-to-consumer marketing B. Online marketing C. Social media marketing D. E-commerce E. Mobile marketing

Online marketing

Which of the following statements about major retail trends is NOT​ true? A. Retailers have now adjusted to the new economic realities. B. The green movement has not quite taken hold. C. Differentiation is now more difficult. D. Major retailers are expanding globally. E. There is a continued rise of megaretailers

The green movement has not quite taken hold

A​ company's total promotion​ mix, also called its marketing communications​ mix, consists of the specific blend of five​ tools: _________________________. A. advertising, personal​ selling, sales​ promotion, trade​ relations, and direct and digital marketing tools B. advertising, personal​ selling, sales​ promotion, public​ relations, and direct and digital marketing tools C. advertising, sales​ promotion, public​ relations, special​ events, and direct and digital marketing tools D. advertising, direct​ selling, sales​ promotion, public​ relations, and direct and digital marketing tools E. advertising, personal​ selling, sales​ promotion, public​ relations, and direct marketing tools

advertising, personal​ selling, sales​ promotion, public​ relations, and direct and digital marketing tools

Marketers use mobile marketing to engage customers​ anywhere, anytime during the​ _____________________. A. buying and​ relationship-building processes B. relationship-building process C. buying process and selling process D. pre-sale process and​ post-sale process E. pre-sale process and investigation process

buying and​ relationship-building processes

Sales promotion campaigns call for setting sales promotion objectives. In​ general, sales promotions should be ​________. A. product oriented B. sales-generation vehicles C. business relationship building D. consumer relationship building E. service oriented

consumer relationship building

Social media has many​ pluses, but on the down​ side, ________. This makes social media difficult for marketers to control. A. social media is not targeted or interactive B. social media is not immediate and timely C. social media is not​ immediate, timely, or​ cost-effective D. consumers largely control social media content

consumers largely control social media content

To help complete​ transactions, channel members perform these​ functions: _____________________. A. contact​ work, matching​ work, and negotiations B. manufacturing​ work, matching​ work, and negotiations C. contact​ work, customer​ service, and negotiations D. contact, logistics, and negotiations E. matching, pricing, and negotiations

contact​ work, matching​ work, and negotiations

The internet and the digital age have fundamentally changed​ customers' notions of​ convenience, speed,​ price, product​ information, service, and brand interactions. As a​ result, they have given marketers a whole new way to​ ____________________________. A. create customer​ value, engage​ customers, and build vendor relationships B. create new​ products, engage​ customers, and build customer relationships C. create customer​ value, engage​ customers, and build revenue D. gain​ customers, engage​ customers, and build customer relationships E. create customer​ value, engage​ customers, and build customer relationships

create customer​ value, engage​ customers, and build customer relationships

The major steps in advertising media selection are​ (1) __________;​ (2) choosing among major media​ types; (3) selecting specific media​ vehicles; and​ (4) choosing media timing. A. setting the advertising objectives B. determining the advertising budget C. determining the execution style D. calculating advertising return on investment E. determining​ reach, frequency,​ impact, and engagement

determining​ reach, frequency,​ impact, and engagement

A company may use the promotion​ mix, also called its marketing communications​ mix, to​ ______________________. A. engage​ customers, persuasively communicate customer​ value, and build customer relationships B. persuasively communicate customer​ value, engage​ customers, and sell goods and services C. create customer​ value, engage​ customers, and build customer relationships D. engage​ customers, maintain customer​ relationships, and build customer relationships E. engage customers and sell goods and services

engage​ customers, persuasively communicate customer​ value, and build customer relationships

With companies becoming more​ market-oriented, the sales force plays a key role in​ ________ and​ __________________________. A. engaging​ customers; developing and managing profitable customer relationships B. engaging​ customers; helping the company reach revenue goals C. engaging​ customers; marketing logistics D. creating​ revenue; developing and managing the manufacturing functions E. acting as the customer service​ department; developing and managing profitable customer relationships

engaging​ customers; developing and managing profitable customer relationships

Companies use mobile marketing to stimulate immediate buying and make shopping​ easier, but it can also​ __________________. A. be used to build an​ e-mail list B. enrich the brand experience C. perform​ post-sale follow-up D. process payments E. promote​ pre-sale interest

enrich the brand experience

During the presentation and demonstration step in the personal selling​ process, the salesperson needs to be prepared to​ _________. A. close the sale B. prospect clients C. approach the prospect D. follow up E. handle objections

handle objections

Direct marketing is ​ ________, allowing buyers to create exactly the configuration of​ information, products, or services buyers desire and then order them on the spot. A. immediate B. immediate and easy to use C. immediate and convenient D. immediate and interactive E. interactive

immediate and interactive

These​ days, shopper marketing influences​ consumers' buying decisions and calls for​ omni-channel retailing, creating a seamless​ cross-channel buying experience that integrates​ __________________ shopping. A. in-store, special​ event, online, and mobile B. ​in-store and online C. online​ media, social​ media, and traditional media D. primarily online and mobile E. in-store, online, and mobile

in-store, online, and mobile

Companies use​ ______ to bring together their many communication channels to deliver a​ clear, consistent, and compelling message about the organization and its brands. A. thoroughly​ planned, coordinated, and executed media buys B. integrated digital and social media communications C. integrated marketing communications​ (IMC) D. integrated social media communications E. in-depth program and project management

integrated marketing communications​ (IMC)

The​ ____________ concept recognizes that improved logistics requires teamwork in the form of close working relationships across functional areas inside the company and across various organizations in the supply chain. A. outbound logistics B. integrated supply chain management C. inbound logistics D. reverse logistics E. supply chain management

integrated supply chain management

When designing marketing​ channels, companies must determine the number of channel members to use at each level. The three strategies that are available to do this are​ ________ distribution. A. ​intensive, selective, and targeted B. open, closed, and franchise C. targeted, segmented, and global D. ​intensive, exclusive, and global E. intensive, exclusive, and selective

intensive, exclusive, and selective

Because social media are ​_____​, they are ideal for starting and participating in customer conversations and listening to customer feedback. A. targeted and personal B. engaging C. interactive D. immediate and timely E. cost-effective

interactive

Personal selling can be very effective in complex selling situations because it involves​ ________ interactions and engagement between salespeople and individual customers. A. informal B. competitive C. nonpersonal D. profitable E. interpersonal

interpersonal

Because​ today's consumers shift seamlessly across​ channels, many online​ retailers, including​ Amazon, are moving​ _______. A. into the virtual world B. away from an online presence C. into the physical world D. into offering groceries E. toward a global presence

into the physical world

ZoomShops use​ _____ marketing, which offers automated retailing for a variety of products. A. DRTV B. blog C. Redbox D. kiosk E. infomercial

kiosk

The sales force sells products by engaging​ customers, presenting its​ offerings, answering​ objections, negotiating prices and​ terms, closing​ sales, servicing​ accounts, and​ ________. A. handling customer service complaints B. meeting revenue goals C. maintaining vendor relationships D. maintaining account relationships E. maintaining manufacturing relationships

maintaining account relationships

Intermediaries are used by most producers to bring products to market. These intermediaries are known as​ _________________________. A. logistics companies B. retail partners C. contract manufacturers D. marketing channels E. offshore manufacturing partners

marketing channels

Wholesalers fall into three​ groups: ____________________. A. ​full-service wholesalers,​ limited-service wholesalers, and​ manufacturers' wholesalers B. merchant​ wholesalers, full-service​ wholesalers, and​ limited-service wholesalers C. merchant​ wholesalers, manufacturers'​ wholesalers, and​ retailers' branches and offices D. merchant​ wholesalers, brokers, and agents E. merchant​ wholesalers, brokers and​ agents, and​ manufacturers' and​ retailers' branches and offices

merchant​ wholesalers, brokers and​ agents, and​ manufacturers' and​ retailers' branches and offices

In most​ cases, a company is not simply seeking a sale.​ Rather, the company wants to engage the customer over the long haul in a​ ________. A. profitable relationship for the company B. profitable relationship for the customer C. mutually profitable relationship D. mutually innovative relationship E. mutual agreement for product development

mutually profitable relationship

Forms of digital direct marketing include​ ______. A. direct-response TV​ marketing, telemarketing, and​ direct-mail marketing B. ​telemarketing, direct-mail​ marketing, and catalog marketing C. online​ marketing, social media​ marketing, and mobile marketing D. telemarketing, face-to-face​ selling, and kiosk marketing E. kiosk​ marketing, telemarketing, and​ direct-response TV marketing

online​ marketing, social media​ marketing, and mobile marketing

In managing its​ channels, a company must convince suppliers and distributors that they can succeed better by working together as​ _______________. A. part of an integrated system B. part of a cohesive value delivery system C. trusted channel partner D. part of an integrated distribution network E. part of an integrated delivery system

part of a cohesive value delivery system

Other functions of marketing channel members include helping to fulfill the completed transactions by offering​ ____________________________. A. physical​ distribution, financing, and risk taking B. negotiating, physical​ distribution, and risk taking C. physical​ distribution, invoicing, and risk taking D. land and sea​ transportation, financing, and risk taking E. physical​ distribution, financing, and delivery

physical​ distribution, financing, and risk taking

Personal selling involves a​ multiple-step process. The first step is​ ______________ and the last step is​ _______________________. A. approach; closing B. prospecting and​ qualifying; follow-up C. approach; follow-up D. preapproach; handling objections E. presentation and​ demonstration; closing

prospecting and​ qualifying; follow-up

Companies use​ ______________ to build good relations with​ consumers, investors, the​ media, and their communities. A. sales promotion B. public relations C. personal selling D. telemarketing E. advertising

public relations

____________________ are promotional tools that can be used to attract consumers. A. trade​ shows, coupons,​ samples, and push money B. rebates, coupons, price​ packs, and samples C. rebates, coupons,​ samples, and push money D. coupons, rebates,​ off-list discounts, and price packs E. coupons, sales​ contests, samples, and price packs

rebates, coupons, price​ packs, and samples

When evaluating channel member​ performance, companies use standards such as​ _______, ______,​ _____, treatment of damaged and lost​ goods, cooperation in company promotion and training​ programs, and services to the customer. A. sales​ quotas, average inventory​ levels, customer delivery time B. sales​ quotas, average inventory​ levels, profitability C. sales​ quotas, costs, customer delivery time D. average​ sales, average inventory​ levels, customer delivery time E. sales​ quotas, average inventory​ levels, customer satisfaction surveys

sales​ quotas, average inventory​ levels, customer delivery time

Like​ retailers, wholesalers must​ _____________________________. A. differentiate, target, and position themselves effectively B. segment and target​ carefully, advertise​ regularly, and position themselves effectively C. target​ carefully, differentiate, and position themselves effectively D. target​ carefully, segment, and position themselves effectively E. segment and target​ carefully, differentiate, and position themselves effectively

segment and target​ carefully, differentiate, and position themselves effectively

As with the other promotion​ tools, in considering when and how to use product public​ relations, the best thing management should do is​ ______________________. A. set PR​ objectives, choose the PR vehicles and social​ media, implement the PR​ plan, and evaluate the results B. set PR​ objectives, choose the PR messages and​ vehicles, implement the PR​ plan, and evaluate the results C. choose the PR messages and​ vehicles, plan​ media, implement the PR​ plan, and evaluate the results D. set PR​ objectives, choose the PR​ messages, implement the PR​ plan, and evaluate the results E. set PR​ objectives, choose the PR messages and​ vehicles, implement the PR​ plan, and evaluate the results in terms of return on investment

set PR​ objectives, choose the PR messages and​ vehicles, implement the PR​ plan, and evaluate the results

Advertisers should first​ ______________ to determine whether the advertising is supposed to​ inform, persuade, or remind buyers. A. set firm media budgets B. define types of analytics C. carefully plan media D. develop clear standards for messaging E. set clear objectives

set clear objectives

After determining the type of promotion to​ use, marketers then must decide on the​ _______ and the​ ______. A. consumer​ promotion; trade promotion B. size of the​ incentive; consumer promotion C. trade​ promotion; size of the incentive D. amount of push​ money; type of free goods E. size of the​ incentive; conditions for participation

size of the​ incentive; conditions for participation

Four sales force structures that companies use in sales force design are​ _______________. A. territorial, international,​ product, and service B. inside, outside,​ individual, and team based C. geographic, territorial,​ product, and customer D. ​territorial, product,​ customer, and complex E. simple, complex,​ inside, and outside

territorial, product,​ customer, and complex

International marketers and advertisers face challenges not encountered domestically. The most basic issue concerns​ ____________. A. the amount of adaptation required for the unique characteristics of various country markets B. government regulation and censorship in select country markets C. lack of infrastructure and technology required for social or digital advertising D. differences in languages and religious practices in multiple country markets E. the difficulties in obtaining appropriate media outlets in multiple country markets

the amount of adaptation required for the unique characteristics of various country markets

Progressive wholesalers constantly watch for better ways to meet the changing needs of​ _________________. A. domestic and international customers B. target customers and other wholesalers C. their suppliers and other wholesalers D. their suppliers and target customers E. distribution channels and suppliers

their suppliers and target customers

Most producers use intermediaries by forging a marketing channel​ (or distribution​ channel) to bring products and services to the consumer or business user. They do this because of​ _________, specialization, and scale of operation. A. the​ intermediaries' ability to offer data analytics B. the​ intermediaries' contacts and experience C. the​ intermediaries' experience D. the​ intermediaries' ability to offer manufacturing services E. the​ intermediaries' contacts

the​ intermediaries' contacts and experience

Major advertising involve decisions about​ ________________________. A. the​ objectives, the​ budget, the​ message, the​ media, and the return on investment B. the​ objectives, the​ budget, the​ message, the social​ media, and the evaluation of results C. the​ objectives, the​ budget, the​ message, the​ media, and the analytics D. the​ objectives, the​ budget, the​ message, the​ media, and the evaluation of results E. the​ objectives, the​ budget, the​ positioning, the​ media, and the evaluation of results

the​ objectives, the​ budget, the​ message, the​ media, and the evaluation of results

Although the​ fast-growing digital marketing tools have grabbed most of the headlines​ lately, ________ are very much alive and still heavily used. A. personal selling and​ direct-mail marketing B. traditional direct marketing tools C. face-to-face or personal​ selling, direct-mail​ marketing, and catalog marketing D. Direct-response television​ (DRTV) marketing and kiosk marketing E. direct-mail marketing, catalog​ marketing, and telemarketing

traditional direct marketing tools

The main forms of direct and digital marketing are​ ______________________. A. online and social media B. direct-mail marketing and telemarketing C. social media and mobile marketing D. traditional direct marketing tools and the new digital marketing tools E. kiosk marketing and​ face-to-face personal selling

traditional direct marketing tools and the new digital marketing tools

The typical personal selling process consists of seven specific steps. The steps in the selling process are​ ________. The aim is to help salespeople close a specific sale with a customer. A. goal oriented B. transaction oriented C. sales quota oriented D. revenue oriented E. relationship oriented

transaction oriented

The second step of channel design is the identification of the major channel alternatives in terms of the​ _________________. A. identification of channel intermediary responsibilities B. types and number of intermediaries C. types of​ intermediaries, number of​ intermediaries, and the channel responsibilities of each member D. the identification of types of intermediaries and assignment of responsibilities E. types of intermediaries

types of​ intermediaries, number of​ intermediaries, and the channel responsibilities of each member

The four major functions of marketing logistics are​ __________________________. A. warehousing, inventory​ management, shipping, and receiving B. warehousing, inventory​ management, transportation, and retailing C. warehousing, transportation,​ wholesaling, and retailing D. forecasting, order​ processing, transportation, and inventory management E. warehousing, inventory​ management, transportation, and logistics information management

warehousing, inventory​ management, transportation, and logistics information management