BUS 100 Chapter 1

the people who respond most directly to customer needs are __ workers.

frontline

companies that are customer driven: (select all that apply) - adjust their offerings accordingly - listen to their customers - offer the lowest prices - offer the highest prices

- adjust their offerings accordingly - listen to their customers

businesses use bar codes on products that you purchase in order to: - slow down checkout to keep customers in the store longer - increase checkout time and make impulse purchases more likely - add to shipping costs - build databases about customer preferences

- build databases about customer preferences

some local governments have changed to accommodate an increase in immigrant populations by: - reducing the services they offer in their towns - retaining english as the only language they use on notices - changing the languages they use on signs - increasing tax bills for all

- changing the languages they use on signs

demographic shifts in the population that will affect government's ability to continue to pay social security at the same rates today include: - more workers int he workforce to pay for more retirees - fewer workers in the workplace to pay for more retirees - a lower percentage of immigrants in the workforce to pay into the social security system - more workers in the workforce to pay for fewer retirees

- fewer workers in the workplace to pay for more retirees

as production processes continue to improve, it is no longer enough to provide customers with high quality products. they also expect: - sale prices on everything they buy - cheap products all of the time - next day service - high quality service

- high quality service

our understanding of diversity has expanded beyond minority groups and women to include: - children - white males who are married to females - seniors, the disabled, and those with different sexual orientations - white males who are unmarried

- seniors, the disabled, and those with different sexual orientations

managers today must be sensitive to differing cultural backgrounds because: - there are heavy fines and penalties for insensitivity - the workforce is increasingly diverse, with workers around the world - it is easier than ignoring them and treating everyone the same - it is illegal to not be aware of diversity

- the workforce is increasingly diverse, with workers around the world

businesses can become more successful if they are customer-driver because: - efficiency will cost them more wasted material in the long run - customers do not mind paying more for a similar value - they are more likely to meet the customer's needs more efficiently and effectively - customers always shop for the lowest price

- they are more likely to meet the customer's needs more efficiently and effectively

producing goods and services using the least amount of resources is __, but producing the desired result is __.

efficiency, effectiveness

the average age of people in a specific zip code is an example of a(n) __ statistic.

demographic

the increased number of retirees is a ___ shift that creates opportunities for new markets and reduces opportunities for others.

population

the group ages 65-74 is currently the __ demographic in the U.S.

richest

it may take many years to change company's __ and to __ it's workers.

structure, empower

to be more competitive, companies set a goal of __ __ in their production processes because it reduces costs due to wasted materials.

zero defects