DECA Marketing Cluster Exam

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"I can't agree to your terms until I discuss the situation with my manager." This is an example of the __________ negotiating strategy. A. limited authority B. good cop/bad cop C. deadline drive D. bargaining

A business that effectively coordinates channel management with marketing activities is more likely to provide A. good customer service. B. attractive product displays. C. free delivery. D. flexible credit terms.

A company decides to spend $5,000 on new office furniture instead of putting that money toward the marketing budget. What is the opportunity cost of this decision? A. Lost benefits of additional marketing B. Office furniture C. $5,000 D. Lost benefits of new furniture

A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the __________ function of management. A. controlling B. directing C. organizing D. planning

A memo on the bulletin board from a supervisor to staff members is an example of _____________ communication. A. downward B. formal C. upward D. horizontal

A memorandum is typically used for communication that takes place A. within a business. B. among competitors. C. infrequently. D. between friends.

A project is officially authorized to begin by the A. project charter. B. registration documents. C. Initiation Papers. D. statement of work.

A responsible employee who realizes that s/he has given a fellow employee the wrong answer to a work question would handle the situation by A. apologizing and giving the right answer. B. letting the other employee figure it out. C. pretending that s/he gave the right answer. D. refusing to answer questions in the future.

A summarization of the total income and expense of a business for a period of time is called A. the profit-and-loss statement. B. gross profit. C. cost of goods sold. D. balance sheet.

A television commercial promoting a specific line of riding lawn mowers portrays a man cutting grass. This is an example of product promotion that A. reinforces stereotypes. B. exhibits poor taste. C. induces fear. D. uses subliminal messages

An advantage of newspaper advertising over television and radio promotion is more A. consumer interest in ads. B. effective use of color. C. sensory appeal. D. prestige from being local.

An effective executive summary A. is written for people who won't read the whole document B. includes every point from the business report C. uses technical terminology to sho the writer's expertise D. features complex compound sentences

Analyzing data with Simpson's Paradox in mind can help account for A. unconsidered variables or dimensions. B. human error. C. inconsistencies in data generation. D. incorrect assumptions.

Before you can reach a goal, you must first __________ an appropriate one. A. select B. complete C. fulfill D. adjust

Being enthusiastic about your job is an example of what type of behavior that builds positive working relationships? A. Having a good attitude B. Getting to know others on your work team C. Demonstrating courtesy and respect D. Being cooperative

Bryant recently applied for a personal loan from the Maryville Community Credit Union, but his application was rejected. Bryant has a friend who works at the credit union, so he asks her what went wrong with his application. She told Bryant that the credit union's manager is prejudiced and rarely accepts applications from individuals of Bryant's religion. The credit union violated Bryant's right to A. equal credit opportunity. B. a guaranteed credit line. C. proper notice of rejection. D. practice his religion.

By searching the company's computer records, an employee obtained confidential information about a well-known client, which s/he discussed with a friend. Eventually, the information was leaked to the media, which embarrassed the client and the business. What action could the company have taken to prevent this unethical behavior? A. Use computer passwords to limit access to certain data B. Install anti-virus software to protect the computer network C. Provide clients with information-tracking capabilities D. Require the employee to submit his/her resignation

Caitlin has three credit cards. She receives her credit card statement for one of the cards and has to decide how to pay the $500 she spent with that card. To pay the least for use of the credit, she should pay with __________ and make the __________ payment. A. cash; full B. cash; minimum C. another card; full D. another card; minimum

Classmates are able to communicate openly and honestly because they __________ each other. A. trust B. distrust C. like D. suspect

Determine whether the following statement is true or false: Accidents in the workplace cannot be prevented or reduced. A. False, employees can be trained in accident prevention. B. True, employees are always going to make mistakes. C. True, accidents result from human and mechanical error. D. False, accidents caused by malfunctions can be prevented.

Discouragement of time theft is one reason a company may A. monitor employee technology. B. cut corners on safety precautions. C. purchase lower quality materials. D. hire an inventory manager.

During periods of economic expansion, businesses are likely yo A. increase their production. B. reduce their profits C. stop hiring workers D. benefit from high interest rates

During the feature-benefit selling process, it is important for the salesperson to remember that the customers are buying A. benefits. B. features. C. attitudes. D. characteristics.

During the first year that Rick owned his new car, the vehicle seemed to spend more time in the repair shop than it did on the road. Rick contacted the auto manufacturer and demanded his money back because the car seemed to be defective, but the manufacturer refused. A member of the Better Business Bureau agreed to act as an impartial third party in the dispute. The BBB member studied the facts of the case, determined that the car was indeed defective, and decided how much money the carmaker would be required to refund to Rick. This is an example of A. arbitration. B. arbitron. C. attrition. D. automation.

Each day after history class, Marty lists the important historical events that he learned about according to the dates when they occurred. Marty is using the __________ method of organizing information. A. chronological order B. order of importance C. comparison and contrast D. geographical

Elise smiles brightly and says, "Martin, you are making incredible progress. I am very proud of your efforts—keep up the good work!" What characteristic of coaching is Elise demonstrating? A. Enthusiasm B. Humility C. Empathy D. Patience

Employees who never take company supplies or equipment, such as pens or tools, for their own use help the business to A. control expenses. B. increase profits. C. control shoplifting. D. reduce external theft.

Face-to-face contact with clients is a characteristic of __________ promotion. A. personal B. formal C. all D. nonpersonal

For which of the following can a sales forecast predict sales: A. A specific geographic area B. The marginal utility C. A situation analysis D. The jury of executive opinion

How does increased business productivity benefit consumers? A. More goods and services become available, so prices go down. B. More goods and services become available, so prices go up. C. Costs of labor and prices increase, so inflation goes up. D. The gross domestic product goes down, so inflation goes up.

How has the Internet enhanced a business's ability to promote its products? A. Consumers can access the business's website at any time. B. The business is able to update online product information less frequently. C. Consumers can choose to disregard or ignore online advertising. D. The business is able to sell higher volumes of goods or services quickly.

In promotional communication, the feedback that buyers (consumers) give to senders (businesses) is usually in the form of A. purchases. B. complaints. C. referrals. D. suggestions.

Information usually comes in either physical form or __________ form. A. electronic B. book C. note card D. verbal

Integrity is one of the most important traits for ethical leaders to develop because it A. is the foundation for other ethical principles. B. builds consistency in difficult situations. C. ensures they will avoid ethical dilemmas. D. challenges leaders to be more confident.

Investors take a risk for the potential of receiving which of the following: A. Return B. Prize C. Recognition D. Bonus

It is most appropriate for businesspeople to use complex, technical jargon when they are A. speaking with coworkers. B. greeting new customers. C. introducing a friend to a business associate. D. informally conversing with an acquaintance.

Managers should avoid marketing-research projects that A. make little financial sense. B. might give unfavorable results. C. take a long time to complete. D. involve new products.

Many businesspeople are required to take continuing education classes to A. maintain their professional certifications. B. improve their standard of living C. demonstrate their emotional intelligence. D. supplement their existing income.

Mike is thinking about expanding his manufacturing business internationally. Which of the following is a risk he might encounter: A. Dealing with cultural and language barriers B. Encountering new markets C. Dealing with fewer government regulations D. Saving money on taxes

Most marketers cannot expect to maintain their profit rates unless they A. introduce new products from time to time. B. test-market new products. C. allow products to move through the product life cycle. D. form venture teams to assist with product/service management.

Obtaining adequate documentation, interviewing all witnesses, and recommending appropriate consequences are all steps in a(n) A. ethics violation investigation. B. standard job interview. C. employee promotion process. D. office voting procedure.

One business promising to do something for another business in return for receiving compensation is an example of a A. contract. B. benefit. C. treaty. D. enterprise.

One of the advantages of a market economy is A. freedom of competition. B. absence of taxes. C. government control. D. assigned occupations.

One of the characteristics of effective verbal communication is A. precise speech. B. lack of clarity. C. lack of tact. D. good use of slang.

One of the strengths of using internal sources to collect marketing research information is that the information A. pertains directly to the issue. B. is available to outside users. C. relates to industry problems. D. is organized by department.

One reason advertising prescription drugs online might be considered an ethical issue is because the advertisements might persuade customers to A. use drugs they do not read. B. obtain drugs from the manufacturer. C. buy drugs they cannot afford. D. order drugs that are expensive.

One reason it is important for marketing professionals to follow ethical standards is to A. build positive relationships with other individuals and businesses. B. remove the risk of uncontrolled competition in the marketplace. C. improve working conditions and financial security. D. prevent unnecessary changes in the business environment.

One reason why it is important for businesses to use public-relations activities to reach external audiences is to A. pass on positive information. B. sell useful products. C. measure the community response. D. compile customer databases.

Radio frequency identification (RFID) increases channel efficiency because it stores product information on a computer chip that is attached to the A. box or container. B. delivery truck's antenna. C. customer's inventory report. D. receiving dock.

Raw materials are transformed into finished goods in the __________ process. A. production B. promotion C. purchasing D. distribution

Rhonda is doing research for a paper in her business class. She should use sources that A. were written by authors who are reputable. B. emotionally present one side of an issue. C. are no more than 20 years old. D. could be considered propaganda.

Salespeople who withhold negative product information from customers might be guilty of A. negligence. B. exaggeration. C. guessing. D. reciprocity.

Selling policies not only benefit the company by providing guidelines for sales activities, employee actions, and services provided, they also help managers to A. assess sales staff performance. B. direct salespersons' responses. C. assist in determining regulations. D. explain policies to potential customers

The Microsoft Corporation generated $51.12 billion in revenue in 2007. This is an example of A. factual information. B. unwarranted criticism. C. inconclusive evidence. D. current data.

The component of the promotional plan that determines the funds available for promotion is the promotional A. budget. B. method. C. mix. D. objectives.

The following is written on the back of a check: "For deposit only; Maria Evans; Account #285655." This is an example of a(n) __________ endorsement. A. restrictive B. general C. open D. congruent

The human resources manager sends an email to all employees stating that they will need to park on the street on Tuesday because the maintenance department will be repairing the company's parking lot. This is an example of a(n) A. informational message. B. projection report. C. business proposal. D. formal inquiry.

The most important reason that a business's public restrooms should be thoroughly cleaned on a regular basis is to A. protect the health of customers/clients. B. make the fixtures last longer. C. make the restrooms attractive. D. give the business a good image

The most important reason why workplace accidents which do not result in injuries should be reported to supervisors is because A. the next accident could result in an injury B. this is required by state law C. the report prevents future liability D. this is an OSHA requirement

The purpose of a company's operations function is to manage its A. day-to-day activities. B. long-term goals. C. communications. D. employees.

To assist and support another channel member's sales promotion in a particular area, a producer might work with the channel member to A. coordinate a regional advertising campaign. B. research and develop innovative products. C. identify trends and market shifts. D. develop a reliable accounting system.

Two similar brand promises may be carried out differently depending on their A. business environments. B. types of packaging. C. logos. D. slogans.

What does a business's customers recommending the business to their friends exemplify? A. Word-of-mouth communication B. Providing a testimonial C. Verbal assertiveness D. One-on-one selling

What does an enclosure notation at the bottom of a business letter signify? A. Something is being sent with the letter. B. Copies of the letter were sent to others. C. The sender wishes a reply. D. The sender prepared the letter.

What does the following statement illustrate: The shelf should be 12" inches long and weigh 14 ounces. A. Standards B. Grades C. Warranties D. Testimonials

What is an indirect, mechanical-observation data-collection method that a business can use to obtain accurate information about the specific types of products that its customers are buying? A. Point-of-sale scanners B. Comment cards C. Manual equipment D. Sound-wave meters

What is the first step in the process of leading change? A. Show why the change is necessary. B. Communicate the change to everyone involved. C. Ask others to join you in leading the change. D. Put the change into action.

What should you do if you phone an important customer and the customer indicates that you have called at a bad time? A. Offer to schedule a second call. B. Try to continue the conversation. C. Ask the customer to call you back. D. Explain that the call will be short.

What technological advancement has allowed consumers to collect the most information for price-comparison shopping? A. Internet B. Newspaper C. Catalog D. Telephone

When Cynthia, a credit analyst with Houghton Software, heard rumors of a company layoff, she asked her manager Todd if the rumors were true and if her job was in jeopardy. Although Todd knew that some lay-offs were coming, he told Cynthia not to worry about things. The following week, Cynthia's job was eliminated. In this situation, ethical issues regarding company information occurred because A. Todd misled Cynthia. B. Cynthia asked irrelevant questions. C. Todd was completely honest with Cynthia. D. Cynthia started the rumors.

When Trish learned that her company was switching to a new computer-software program, she accepted the change and worked overtime to become familiar with the new program. Trish exhibited __________ behavior. A. adaptable B. stubborn C. passive D. irresponsible

When should researchers ask potentially sensitive questions during an interview? A. Toward the end of the interview B. At the beginning of the interview to get them out of the way C. Throughout the interview D. At the mid-point of the interview to allow time for the researcher to build rapport

Which of the following Internet-based marketing research methods is most likely to raise an ethical issue regarding the users' right to privacy: A. Cookies B. Scan portals C. Browsers D. Banner ads

Which of the following characteristics describes a person who always arrives at work on time: A. Dependable B. Creative C. Honest D. Independent

Which of the following examples depicts an advantage of using digital advertising: A. Viewers must interact with a video ad before continuing to a website. B. Ethan uses ad-blocking software so he can stream videos commercial-free. C. Conversion rates of banner ads are more difficult to measure than in print. D. Digital ads are more expensive than television advertisements.

Which of the following is a potential impact of bribery and other corrupt practices on business: A. Loss of customer trust B. Greater efficiency C. Gained resources D. Decreased crime

Which of the following is a promotional activity that should be coordinated with an advertised sales event: A. Product displays B. Marketing research C. Stock handling D. Merchandise markdowns

Which of the following is a question that a business should answer about its target market while conducting a situational analysis: A. What are our customers buying? B. How are our financing methods affecting our company's growth? C. Are we operating at peak efficiency? D. Which shipping companies are we using?

Which of the following is a technique that businesses can use to monitor their competitors' activities: A. Reading annual reports B. Analyzing economic factors C. Studying regional data D. Reviewing buying motives

Which of the following is a use of promotion: A. Informing customers about product features B. Highlighting social or environmental issues C. Recruiting new employees D. Changing attitudes toward the company

Which of the following is an example of a business obtaining marketing information about consumers in a way that might be considered unethical: A. Offering a free product in exchange for personal data B. Conducting a random survey C. Sending questionnaires to a specific audience D. Developing a scientific experiment

Which of the following is an example of a rule that relates to use of property: A. Library computers may not be used for video streaming. B. A school prohibits bullying in the hallways. C. Employees must track their travel expenses. D. Soccer team members must wear shin guards

Which of the following is typically NOT a penalty imposed upon marketers who run false or deceptive advertisements: A. Incarceration B. Cease and desist orders C. Monetary fines D. Corrective advertising

Which of the following newspaper ads would be considered promotional rather than institutional: A. A January white sale B. A salute to public-service workers C. A commitment to the United Fund D. A special program on public television

Which of the following quality-control methods improves quality by saving time and allowing potential problems to be caught earlier in the product design and development process: A. Concurrent engineering B. House of quality matrix C. Lean production D. Pareto

Which of the following sample designs draws data from the knowledge of experts: A. Judgment sampling B. Referral sampling C. Simple random sampling D. Systematic random sampling

Which of the following traits are necessary in all marketing careers: A. Teamwork and communication B. Math skills and graphic design C. Creativity and independence D. Persistence and math skills

Which of the following work tasks must always be completed in designated sequential order: A. Jack pulls stock, Mary packs the box, and Tim places the order on the truck. B. Heather checks email, Paul orders supplies, and Leah develops a stock list. C. Calvin conducts the research, Eva files the report, and Ben reads the instructions. D. Eve calls on customers, Ted writes the order, and Lily prepares the presentation.

Which of the following would be most appropriate for mass marketing: A. Toothpaste B. Diapers C. Toy trucks D. Winter coats

While attending a staff meeting and listening to a coworker present information on the legal use of copyrighted images, Darrell realizes some of the information may not be accurate. What should he do? A. Ask questions to clarify the information B. Explain that the information is incorrect C. Ask for permission to bring the company's attorney to the meeting D. Don't say anything because it would embarrass his coworker

Why is it important to coordinate elements in advertisements? A. To strengthen the theme B. To analyze the objective C. To simplify the message D. To locate the audience

Your supervisor has asked you to prepare a marketing status report for each of the company's six regional offices. The most appropriate way to organize the information is A. by site location B. by sales function C. in chronological order D. in reverse sequence

Your web search results contain URLs from a variety of sources. Which of the following sources should provide the most reliable data: A. A government agency B. A term paper C. A personal blog D. A Wikipedia site

35. The entrepreneurs best equipped to work long hours and overcome obstacles are ones who possess A. financial knowledge. B. passion for their work. C. technological skills. D. confidence.

60. The set of computer programs that manages the hardware and software of a computer is the A. digital connection. B. operating system. C. transfer protocol. D. electronic resource.

A basic principle of procedural due process involves __________ before taking action. A. obtaining witnesses B. providing notice C. awarding damages D. creating evidence

A basic reason for the formation of a trade association is to A. provide information for consumers. B. find solutions for common problems. C. promote goodwill for an industry. D. establish a long-term group.

A business can protect its confidential computer information from unauthorized users by A. developing Internet messaging boards. B. encrypting computer files. C. conducting annual virus scans. D. classifying business data.

A company trains its human resources department in how to handle emergency situations. Is this an example of operations management? A. Yes, because the human resources department is considered an outside customer. B. Yes, because it involves the operational aspects of safety and security. C. No, because the human resources department does not interact with outside customers. D. No, because the human resources department does not use operations.

A government enacts a law requiring all businesses to allow each employee a 15-minute break every four hours. This is an example of a law addressing an employee's right to A. workplace supervision. B. fair treatment. C. form unions. D. avoid harassment.

A group of related products is called a product A. item. B. line. C. mix. D. expansion.

A marketing survey that contains questions that are to be answered on a scale of 1 to 5, with 1 being the worst and 5 being the best, is an example of A. tabulating. B. coding. C. sorting. D. marking.

A person planning a budget for living on his/her own most likely needs to conduct research to calculate A. the interest his/her bank pays on savings. B. the cost of his/her future expenses. C. his/her current income. D. how much s/he has in savings.

A producer can minimize channel conflict among its distributors and retailers by A. selling its items directly to the end users. B. offering different products through each channel. C. establishing slotting fees for certain channels. D. requesting that the channel members carry only its brand.

A taxi service competes with other taxi services, but it also competes with the local bus system. This second type of competition is known as __________ competition. A. friendly B. indirect C. unnecessary D. incomplete

Adhering to an established set of personal ethics is referred to as A. deceit. B. integrity. C. honesty. D. truth.

After Dana helped her customer select a sweater, she asked her how she would like to pay for it. This is an example of what phase of the selling process? A. Establishing relationships with customers B. Reaching closure C. Discovering client needs D. Prescribing solutions to needs

After The IWP Company receives online orders from its customers, it quickly replies to all of its customers with the following email message: "Thank you for your order. It will be processed within the next 48 hours." The email function that generates these types of messages is called a(n) A. instant message. B. autoresponder. C. mechanical reaction. D. timed reply.

Amira is trying to choose a financial institution. She likes to do her banking in person, and she wants to make sure she selects an institution that's customer friendly. She wants good interest rates and low fees, and she'd also prefer to invest with a not-for-profit institution. Amira should invest her money in a(n) A. Internet bank. B. credit union. C. commercial bank. D. investment bank.

An important part of a company's overall business plan is the __________ plan. A. credit B. marketing C. emergency D. training

An important public relations activity in business involves giving public relations advice to A. the media. B. management. C. government. D. the public.

As a result of ongoing product updates and changes, businesses must address ethical issues associated with A. international markets. B. planned obsolescence. C. demographics. D. taxation.

Because product quality and price can easily be matched, customer service becomes a key component in business A. careers. B. competition. C. communications. D. forecasts.

Beth's Orchard sells fruit to Aaron's Fruit Warehouse, which then sells the fruit to a variety of local stores that sell to the final consumer. In this example, the fruit is following which channel of distribution? A. Producer to agent to consumer B. Producer to wholesaler to retailer to consumer C. Producer to agent to wholesaler to consumer D. Producer to retailer to consumer

Brandon is a new salesperson at a local car dealership. To be most successful at his job, what should Brandon do before attempting to make any sales? A. Establish relationships with his fellow salespeople B. Become an expert on the cars he will be selling C. Prospect and qualify leads for potential customers D. Spend a day shadowing a more experienced salesperson

Business ethics involve considering issues about what is A. legal and illegal. B. right and wrong. C. safe and unsafe. D. positive and negative.

Businesses often identify product opportunities by conducting A. idea analysis. B. trend research. C. trial runs. D. production tests.

Coca-Cola, General Mills, and Pillsbury are examples of __________ brands. A. generic B. national C. private D. unprotected

Dmitri is building a new website. Which of the following does he need to register to obtain a web address for his new site: A. Web host B. Domain name C. Site builder D. Street address

Due to obsolescence, the format in which a business stores its information must often be A. archived. B. updated. C. processed. D. summarized.

Ensuring that customers have the correct perception of a product is one of the goals of product A. development B. positioning C. management. D. screening

Ethical dilemmas should be thought of as A. challenges. B. opportunities. C. easily avoidable. D. emergencies.

George thinks his culture is superior to all other cultures. This is known as A. collectivism. B. ethnocentrism. C. stereotyping. D. individualism.

How can a business build its customers' trust and communicate its commitment to ethical practices? A. Develop liberal business practices B. Publish its confidentiality statement C. Hire employees who have a positive attitude D. Post its earnings on its website

How food products can be used generally is determined by their A. traits. B. grades. C. labels. D. brands.

If a business doesn't want to pay to set up operations overseas, it might choose to expand through A. joining a strategic alliance. B. exporting to foreign countries. C. establishing a multinational firm. D. creating a wholly owned subsidiary.

If the test-marketing process yields positive results, the next step is A. product innovation. B. commercialization. C. prototype development. D. modification.

If you find yourself wanting to be the best at everything and struggling to accept your limits, you might be A. afraid of commitment. B. a perfectionist. C. disorganized. D. affected by technology.

In an online journal article, Dr. Lydia Garrett wrote, "Dr. Sanderson has limited expertise in the area of biophysics, and I do not believe that he has conducted enough research to support his theory." This is an example of A. supporting evidence. B. an opinion. C. hearsay. D. a fact.

In what communications channels are holding press conferences and giving interviews used? A. Corporate management B. Public relations C. Personal selling D. Target marketing

Jayson just learned his company wants to hire a new public relations assistant. He posts the job position information on his personal social media accounts and gives contact information for the manager that will be conducting interviews. Why is this inappropriate use of social media? A. It could give Jayson's friends an unfair advantage over other job candidates. B. It is unprofessional to post company employment information on a personal site. C. Jayson is using inside knowledge to appear more important on his social sites. D. Jayson is using his company's image to increase his number of social contacts.

Jenna works long and irregular hours to accommodate her clients' schedules. What characteristic of a good entrepreneur is Jenna exhibiting? A. Honesty B. Flexibility C. Initiative D. Integrity

John is graduating from college and needs to buy clothes suitable for the business world, but he doesn't know where to start. He recognizes that many of his friends also lack the knowledge of what they should buy. He thinks they could easily learn the ropes of creating business wardrobes if there was someplace he could go on the Internet. This product opportunity resulted from A. recognizing what is "cool." B. changing life circumstances. C. releasing new products. D. purchasing a product and needing a related item.

Larry's Dairy wants to team up with Rookie Cookie to develop one new ice cream flavor. How should Larry's Dairy accomplish this? A. Create a partnership B. Execute a joint venture C. License Rookie Cookie name D. Create a franchise under Rookie Cookie

Liam is constantly stressed out at his job. If he isn't careful, he may find himself facing A. productivity. B. burnout. C. physical activity. D. endorphins.

Long-term unemployment may affect an individual by A. improving mental health. B. eroding his/her skills. C. increasing protectionism D. building savings

Mandy sees that a fire has started in the business's warehouse. What should Mandy do to alert her coworkers that they should evacuate the building immediately? A. Use the fire extinguisher B. Trigger the fire alarm C. Call the fire department D. Recite the escape route

Marketing researchers would use the Likert rating scale when its questionnaire's statements are designed to measure the respondents' A. feelings and knowledge. B. level of agreement. C. specific beliefs. D. level of intuitiveness.

Massimo's Corner Grocery sells a variety of fruits and vegetables to consumers within the community. Massimo's is considered a(n) A. wholesaler. B. retailer. C. agent. D. producer.

Melissa is eager to visit a local department store after seeing an advertisement for a great deal on new mattresses. When she gets to the store, however, the salesperson explains that the on-sale model quickly sold out, and attempts to sell her a much more expensive mattress. This is an example of A. predatory pricing. B. bait-and-switch advertising. C. price discrimination. D. price fixing

Mike feels that by doing his job as a salesperson effectively, he is benefiting the customer. This demonstrates Mike's belief in A. understanding ethical standards. B. selling as a service. C. product knowledge. D. communication skills.

Molly offers to take her new coworker out to lunch. She remembers what it was like when she was a new employee two years ago, and she wants to help her new coworker feel comfortable and welcome. What trait is Molly showing towards her new coworker? A. Tact B. Empathy C. Sympathy D. Judgement

One way that advances in technology help businesses keep existing products on the market and extend their life cycle is by A. minimizing inventory. B. improving performance. C. attracting attention. D. demonstrating creativity.

One way that businesses can protect the privacy of their customers is to limit the number of employees who have access to the customers' A. purchasing history. B. personal information. C. identification code. D. telephone numbers.

Pedro received a check in the amount of $432.87 from the Tabor Corporation, a company in which he is a stockholder. This source of income is referred to as A. wages. B. dividends. C. interest. D. inheritance.

Sasha's personal budget contains two broad categories for her expenses. She should put her mortgage, her car insurance payment, and her utilities in the __________ expenses category. A. variable B. fixed C. net D. gross

Shawn usually makes decisions without seeking help from others. Shawn typically makes decisions with __________ input. A. moderate B. minimum C. maximum D. significant

The assortment of merchandise that a firm sells is called its product A. demand. B. mix. C. depth. D. classification

The difference between service providers' and manufacturers' operation activities is that service providers produce __________ outputs. A. expensive B. intangible C. useful D. tangible

The main reason many individuals resist change is A. decisivness. B. fear. C. discipline. D. self-confidence.

The office photocopier is jammed again! Fortunately, there is an instruction manual to guide you through the process of removing the jammed paper. What is the best way to use the manual to clear the photocopier? A. Read the entire manual in sequential order and then perform all of the steps in reverse order to remove the jammed paper. B. Read step one and then perform step one. Repeat this process in sequential order until all of the steps are completed and you have removed the paper. C. Briefly skim the manual in reverse order and then follow the steps in sequential order to remove the jammed paper D. Perform the first step, and then verify that you have performed it correctly in the manual. Repeat this process in sequential order until the steps are completed

The purpose of using a marketing-information management system to gather data on the activities and new products of other businesses is to A. compare warehouse procedures. B. monitor the competition. C. improve stock control. D. analyze promotional methods.

The reason that businesses establish standards for their goods and services is to A. determine necessary inventory levels. B. provide uniform, consistent products. C. encourage customers to buy in bulk. D. improve their employees' productivity rates.

Union and management officials are meeting next week to determine the terms and conditions that will be provided to employees. This process is known as A. striking. B. collective bargaining. C. picketing. D. corporate campaigning.

What do both buyers and sellers want to receive when exchanging goods and services for a specific price? A. Credit B. Value C. Profit D. Prestige

What does a business's customers recommending the business to their friends exemplify? A. Providing a testimonial B. Word-of-mouth communication C. Verbal assertiveness D. One-on-one selling

What information could a salesperson obtain by examining a product? A. Care B. Texture C. Value D. Price

What is an advantage of verbal communication? A. You use passive listening skills to understand the message. B. Tone of voice can be used to express emotions and thoughts. C. It focuses attention on facial expressions rather than words to express enthusiasm. D. People must see you to understand the intent of your message.

What is an example of a marketing-research method that is used to collect primary data? A. Census data B. Customer survey C. Trade-journal article D. External reports

What is the advantage to a business of having its employees generate product ideas as a group? A. It is easier to develop and implement a product concept. B. More participants provide a variety of perspectives. C. Group members tend to reach consensus quickly. D. Screening activities can be distributed among several people.

What should salespeople be prepared to use, when appropriate, to communicate with customers? A. Complex sentences B. Technical terms C. Slang words D. Foreign phrases

What statement is true about technology in relation to channel management? A. Because technology continues to evolve, vertical conflict among channel members is occurring less often. B. Some businesses have the capacity to distribute most or all of their products through the Internet. C. Technological advancements generally require businesses to increase the number of intermediaries they use. D. Technology makes it more difficult to monitor the channel members' activities in most situations.

What technological advancement has had the greatest impact on the travel, hospitality, recreation, and insurance industries? A. Fax machine B. Internet C. Electronic key card D. Interactive television

What technology is the most effective way to interview a job applicant who is located 1,500 miles away from the company's corporate office? A. Text messaging B. Videoconferencing C. Web-based email D. Intranet

What type of marketing data can a business obtain by reviewing its inventory reports and customers' invoices? A. Customers' credit limits B. Customers' product preferences C. Product quality D. Actual market share

When Amber walked by Ryan's desk, she noticed that Ryan was raking his left hand through his hair, that his face was red, and that he kept hitting the enter button on his keyboard with his right hand, while frowning at his computer screen. Based on his nonverbal cues, Amber would probably assume that Ryan was A. patient. B. frustrated. C. bored. D. enthusiastic.

When Anna witnessed her coworker Brenda bullying another coworker Sam at work, she calmly told Brenda that her behavior was inappropriate and that she should treat Sam with the common courtesy and respect that everyone deserves. In this situation, Anna was A. exhibiting cultural sensitivity. B. demonstrating integrity. C. exerting her authority. D. recognizing another person's contributions.

When a business obtains primary data by manipulating several variables within a controlled environment, it is A. ensuring positive results. B. conducting experimental research. C. analyzing focus-group feedback. D. making marketing decisions.

When a local athletic apparel store sells shoes, clothing, and accessories that are designed specifically for runners, it is using ____________ segmentation. A. geographic B. psychographic C. demographic D. rate of usage

When a manufacturer provides a full warranty with a product, it is the manufacturer's responsibility to A. limit the time that an implied warranty is good. B. replace or repair a faulty product. C. repair only specific parts if they fail to function. D. refund the purchase price if the product is misused

When an agent legally acts in the best interests of his/her client, the agent is establishing a(n) _______ relationship. A. authoritative. B. fiduciary. C. principal. D. legislative

When assessing risks associated with an upcoming event, sport/event organizations should acquire input from all levels of management and A. public relations agencies. B. vertical staff members. C. financial consultants. D. local personnel inspectors.

When businesses want to make their products available to customers but do not want to over-distribute their goods and services, they are seeking A. exclusive marketing channels B. ideal market exposure C. direct distribution capabilities D. intense segment coverage

When the meeting leader asked the group participants if they had any suggestions for the new product catalog, Lily pulled out a list of notes that she had compiled and talked for the remaining 20 minutes of an hour-long meeting. In this situation, Lily A. provided positive feedback B. monopolized the discussion C. followed parliamentary procedure D. expressed her opinions clearly

Which advertising medium offers the advantage of locating the promotional message near the point of purchase? A. Newspapers B. Billboards C. Television D. Direct mail

Which area of promotion will pricing affect? A. Choice of transportation channels B. Advertising budget C. Where the product is offered D. Materials used in production

Which data-collection method usually takes place online? A. Observation B. Tracking C. Experiments D. Personal interviews

Which department would a marketing manager contact to make sure that enough product is on hand for an upcoming promotion? A. Shipping B. Purchasing C. Accounting D. Customer Service

Which of the following are the best references to list in a résumé: A. Family members B. Former employers C. Coworkers D. Classmates

Which of the following is a characteristic of an efficient accounting system: A. High-accessibility B. User-friendly C. Maintenance-free D. Results-oriented

Which of the following is a characteristic of good visions: A. Concrete situations B. Permanent results C. Complicated ideas D. Expensive processes

Which of the following is a decision a company might make during the decline stage of the product life cycle: A. How to increase awareness of the product B. Whether to change the product C. How to fend off the competition D. What production schedule to follow

Which of the following is a reason why the ethical and legal issues involved in selling activities are extremely important: A. Sellers must understand how to criticize competitors. B. Buyers avoid doing business with unethical salespeople. C. Sales staff must know when they can legally bend the truth. D. Sales managers are not responsible for what the sales staff does.

Which of the following is a technology tool that allows a business to observe a customer's Internet activities: A. Hyperlink B. Cookie C. Spam D. Host

Which of the following is a true statement about the benefit of having a safe workplace: A. Financial expense is increased. B. Bodily injuries are decreased. C. Insurance claims are increased. D. Productivity is decreased.

Which of the following is a way in which technology has changed the way businesses operate: A. Productivity has decreased, and costs have increased. B. Employees are sometimes able to do their work from home. C. Entering new and foreign markets has become more complex. D. The nature of marketing has remained relatively the same.

Which of the following is an example of a business using unethical promotion: A. Developing an advertising campaign about environmental issues B. Exaggerating a product's attributes in an advertisement C. Using several testimonials in a print advertisement D. Placing a product's price in an advertisement

Which of the following is an example of a potential unethical pricing issue as it relates to social responsibility: A. A manufacturing company increases prices on certain items to cover expenses to add new pollution-control devices. B. A pharmaceutical company sells a common lifesaving drug at extremely high prices in specific geographical regions. C. A clothing retailer deeply discounts goods in an effort to reduce excess inventory from the previous selling season. D. An oil company substantially increases its gasoline prices when the workers at a large refinery go on strike.

Which of the following is an example of how building a clientele benefits the business: A. Increased selling costs B. Increased sales volume C. Increased knowledge D. Personal satisfaction

Which of the following is an example of market segmentation on the basis of product usage: A. What a person's heritage is B. How often a person attends the opera C. What activities a person enjoys D. How old a person is

Which of the following is an example of product bundling: A. Garden shop discounting prices of seasonal merchandise B. Business selling computer, printer, and scanner as a unit C. Theme park charging admission and selling ride tickets D. Lumber company selling wood chips as small-animal bedding

Which of the following is an example of specialty advertising: A. A postcard announcing a special sale B. Key rings bearing a company's name C. Billboards D. Skywriting

Which of the following is an internal factor that affects a business's selling policies: A. Primary competitors B. Financial resources C. Customers' wants D. Government regulations

Which of the following is most likely to have a marketing-research department: A. Small retail business B. Leading manufacturer C. Local charity D. Successful politician

Which of the following is not an advantage of labor specialization: A. Increased worker efficiency B. Increased interdependency C. Increased production rates D. Simplified training of workers

Which of the following is one element of a situational analysis: A. Marketing planning B. Environmental scanning C. Sales positioning D. Organizational testing

Which of the following is the best place to start looking for data about competitors: A. The company's internal records B. The company's website C. The company's call reports D. The local newspaper

Which of the following often makes it difficult for small manufacturers that have limited budgets to receive an equal opportunity to distribute their new products: A. Grat marketing B. Slotting allowances C. channel strategies D. Targeted advertising

Which of the following sources of data would be best for a marketer who is looking for trends and changes in his/her industry: A. Sales invoice B. Trade journal C. A competitor's promotional campaign D. Public financial data

Which of the following terms is often used to define creativity: A. An element B. A process C. A phase D. A setting

Which of the following would be considered a violation of employees' privacy in the workplace: A. Use of clocks B. Use of video cameras C. Use of security guards D. Use of computer passwords

Why do businesses want to meet quality standards? A. To determine how much work must be done B. To reduce costs C. To decrease profit D. To examine how long it takes to get a job done

Why is it important for a business to conduct a situational analysis during the marketing planning process? A. To identify customers B. To ward off problems C. To forecast expenses D. To redesign products

Why is it necessary for a business to price its products very carefully? A. To create goodwill in the community B. To get a fair share of the market C. To track competitors' activities D. To attract employees to the business

You're giving directions to a group of coworkers, and you want to be sure they do exactly what you say. You should A. raise your voice. B. give directions in the proper order. C. make the directions challenging. D. demonstrate the final steps of the directions.

A benefit to the seller of bundling products is that doing so A. reduces product-quality problems. B. eliminates the need to comparison shop. C. often lowers the marketing costs. D. usually decreases product-placement activities.

A business manager who wants to lead change in the company needs to be A. forceful. B. emotional. C. persuasive. D. conservative

A business that positions its products as the ones offering the best quality and service for the price might gain a A. geographic benefit. B. promotional consideration. C. competitive advantage. D. marketing incentive

A full warranty promises a customer that a product that cannot be repaired in a reasonable amount of time will be A. rebuilt. B. destroyed. C. replaced. D. improved.

A good way to prioritize your financial goals is to A. rank every goal in numerical order. B. rank goals according to what needs to be done first C. assign each goal to a general category D. recognize that all the goals are equally important

A human-resources manager is reviewing job applications for a marketing position to select which candidates to call for an interview. What process is the human-resources manager performing? A. Prospecting B. On-boarding C. Screening D. Negotiating

A manufacturer that decides to sell directly to large retailers rather than through wholesalers might create __________ conflict within its distribution channel. A. formal B. horizontal C. vertical D. conventional

A restaurant wants to develop new menu items that will appeal to its customers. A server mentions that many customers have asked for gluten-free meals, so the restaurant decides to try out a few new gluten-free menu items. What method of idea generation did the restaurant use? A. Observation B. Brainstorming C. Customers D. Trend research

A retailer that overcharges customers for small items at the point of purchase may be engaging in the unethical practice of A. retail price maintenance. B. predatory pricing. C. scanner fraud. D. price fixing.

A society in which group ties are very loose is known as a(n) A. collectivist society. B. "feminine" society. C. individualist society. D. uncertainty-avoiding society.

About a week before her 16th birthday, Kimberly got a phone call from her grandparents. They explained that they wanted to give her $1,000 to put toward college expenses as a birthday present, but they weren't sure if she wanted the money now or in two years, when she would be starting college. Kimberly decided to get the $1,000 from her grandparents right away and put it into an interest-bearing savings account for two years. Kimberly based her decision on A. the capital gains potential B. the concept of absolute advantage C. the time value of money D. foreign exchange rate

Allan frequently uses his work computer to check personal email, go on social media, and play games during work hours—even though his company has a policy against using work computers for personal entertainment. When employees like Allan violate technology agreements, it can lead to A. increased efficiency. B. improved morale. C. lost productivity. D. decreased procrastination.

Allen works in an ice-cream shop that makes fresh ice cream throughout the day, and he sells it to customers as they come in. Because Allen does both jobs, he has a limited amount of time to attend to customers as well as make the ice cream. His employer decides to hire another worker who will only make the ice cream, allowing Allen to work at the counter full time. In other words, Allen's employer has decided to employ specialization by A. day. B. time. C. task. D. seniority.

An author might send a notice of copyright infringement when a business A. reproduces an invention and sells it to the public. B. places a trade character in one of its publications. C. posts his/her written work on its website without permission. D. attempts to publicize a trade secret.

An example of a natural resource is A. an electrician B. physical ability C. iron ore D. office equipment

An expert system is a special kind of computer A. hardware. B. telephony. C. software. D. database.

An important factor in effective verbal communication is A. reading from a script. B. developing mannerisms. C. having a pleasant voice. D. enunciating rapidly.

Asking questions is important because it A. helps you become a passive participant in the conversation B. gives you a chance to voice your opinion C. can clear up misunderstandings D. helps your brain process speech more quickly

Avery, who manages a silk-screening and embroidery business, has set a goal of increasing sales by 15% in the next six months. To reach his goal, he has increased the business's advertising budget. This is an example of the __________ function of management. A. organizing B. directing C. planning D. controlling

Before DiAnn presents her new idea to her boss, she searches the Internet and jots down two statistics that reinforce the idea. This is an example of A. giving alternative ideas. B. obtaining primary information. C. supporting ideas with research. D. clarifying a new idea.

Before selecting the right people to work on a project, it is important to identify the A. required supplies. B. tangible resources. C. needed skills. D. physical facilities.

Businesses must keep in mind that word-of-mouth promotion can be A. bought. B. avoided. C. negative. D. inconsequential.

Businesses need to identify their markets in order to A. improve their research methods. B. control the costs of production. C. reach goals and satisfy customers. D. be sure to appeal to all consumers.

By reading trade journals, business professionals can learn about A. internal policies. B. corporate changes. C. industry changes. D. organizational sales performance.

Changes that occur in the marketplace may cause an established business to __________ its marketing strategies. A. implement B. identify C. redesign D. publicize

Channels of distribution allow channel members to share A. equipment. B. profits. C. risk. D. employees.

Choosing to buy an item at the check-out counter is often an example of A. financial self-control. B. poor use of credit. C. impulsive spending. D. smart shopping.

Cindy's lemonade stand sells lemonade to customers. The route that the lemonade is taking from the producer to the final consumer is A. roundabout. B. indirect. C. direct. D. intermediary.

Coca-Cola's "Always the real thing" campaign is an example of what type of promotion? A. Taste B. Company C. Product D. Service

Companies obtain internal information about their various business activities to operate effectively by monitoring A. industry trends. B. trade publications. C. internal records. D. government statistics

Computers have given marketers the ability to calculate pricing functions such as break-even points and elasticity of demand by using __________ programs. A. presentation B. word-processing C. spreadsheet D. sommunication

Duane makes sure that as he is interacting with customers, he is also actively listening so that he can better respond to their questions and objections. Which characteristic of a successful salesperson does Duane display? A. Persistence and patience B. Ethics C. Communication skills D. Education and training

Electrical storms, floods, and earthquakes are examples of __________ risk. A. human B. marketing C. natural D. economic

Electronic billing, purchase-order verification, bar-code technology, and image processing are examples of A. functions of the finance department. B. horizontal channel integration. C. integrated data between channel members. D. vertical channel integration.

Finemart's bookkeeper journalizes the business's income and expenditures at the time they occur even if no money changes hands at that time. Finemart uses the __________ accounting method to record transactions. A. managerial B. cash C. accrual D. tax

For most businesses, the ultimate goal of using promotion is to A. control consumer demand. B. introduce new products. C. sell goods or services. D. get people into the business.

Ideally, in business, feedback should be A. all positive. B. all negative. C. positive and negative. D. avoided if possible.

If you cannot take the blame for your mistakes, then A. you will never be successful. B. your friends will likely take the blame for you. C. you cannot take the credit D. it will be difficult to graduate

In which of the following situations might a business decide to increase its sales forecast from $10 million to $12 million for the coming year: A. Inflation rate increases by 3%. B. Demand for products is leveling off. C. One major competitor leaves the market. D. Population of market area decreases by 5%.

In which of the following situations might loss-leader pricing be illegal: A. Customers pay a premium. B. Businesses make a large profit. C. Products are sold below cost. D. Competitors match the price.

Income from sales, cost of goods sold, gross profit on sales, operating expenses, and net profit or loss are all part of a(n) A. sales budget. B. balance sheet. C. income statement. D. marketing plan.

It is beneficial to a marketing researcher to use open-ended questions on a survey when A. maintaining structure is important. B. the survey is long and technical. C. conducting exploratory research. D. objectivity is an important factor.

It is considered unethical for an employee to spread malicious gossip about a coworker because the gossip may A. earn the person a promotion. B. make the person uncomfortable. C. damage the person's reputation. D. affect the person's social life.

Jason is an IT professional for his company, and one of his responsibilities involves the maintenance of the office's copy machines. One of the company's old copiers is due for a replacement in a few weeks. What should Jason do to ensure that any sensitive information stored on the copier is protected? A. Jason does not need to do anything; the copier's manufacturer will handle the removal and/or overwriting of the hard drive. B. Remove or overwrite the copier's hard drive himself to make sure all information is protected. C. Contact the copier's manufacturer, dealer, or servicer to learn about options for removing or overwriting the copier's hard drive. D. Delete all the files and print jobs that appear on the copier screen under "Recent."

Kevin is reviewing his annual credit report. Ever since he misplaced an important tax document containing his Social Security number, he is especially cautious about protecting his identity. Which of the following is most likely to be a red flag for potential identity theft: A. Incorrect or outdated address and employer information B. "Soft" inquiries from the credit card companies that Kevin applied to C. Accounts in Kevin's name that he doesn't remember opening D. Negative information outside the credit reporting time limit

Legal protection of an invention or a process granted by the government to its owners for a certain number of years is a A. license. B. copyright. C. patent. D. trademark.

Lucia, a business owner, just hired a new employee. What is one thing she should be sure to do on the employee's first day? A. Provide the new employee with all the details of every project s/he will be working on. B. Start the new employee on work right away so that s/he becomes accustomed to his/her job duties. C. Assign the new employee a mentor who can answer any questions s/he may have. D. Let the employee work on trivial tasks for a few days so that s/he can ease into working.

Many of the town's residents have heard that this coming summer is predicted to be the hottest summer ever. As a result of hearing this, Tim, the owner of an appliance store, decided to do more advertising for air conditioners. Which of the following external factors has affected Tim and his business: A. Technology B. Legal and political factors C. Demand D. Cultural and social trends

Marcy is ready to buy a new computer, and she has saved up enough money to buy the model she wants. Which of the following describes the quantity that Marcy is prepared to buy: A. Supply B. Elasticity C. Demand D. Market price

Marketers draw samples from A. current and former employees. B. media stories. C. their target population. D. groups of university students.

Maxton Mart is being pressured by its vendors to pay for inventory it purchased more than 30 days ago. However, Maxton Mart has not received its accounts receivable from customers. What business record has Maxton Mart failed to monitor successfully? A. Balance sheet B. Income statement C. Cash flow D. Open to buy

Negative word-of-mouth advertising due to unresolved customer complaints can cost a business its A. facilities B. employees C. reputation D. licenses

One business promising to do something for another business in return for receiving compensation is an example of a A. treaty. B. benefit. C. contract. D. enterprise.

One of the basic risks in marketing is the possibility of __________ loss. A. inpersonal B. political C. financial D. promotional

One of the benefits of setting goals that will help you in your relationships with others is that setting goals A. helps you stay on task. B. gives you a way to measure your progress. C. helps you understand yourself. D. raises your level of self-esteem.

One of the freedoms provided to individuals by the private enterprise system is the freedom to choose A. which taxes they will pay. B. how their employers pay them. C. where they will work. D. which laws they will obey.

One reason businesses often avoid using open-ended questions as a method of obtaining results from a marketing survey is because the results may be difficult to A. enter into a database. B. store for future use. C. code for evaluation. D. distribute to management.

One reason why it is often unethical for business employees to spread workplace gossip is because they are communicating A. illegal messages. B. positive feedback. C. harmful information. D. helpful solutions.

One way for businesses to obtain needed information efficiently is to A. Read a book. B. schedule an interview. C. access a database. D. contact a competitor.

One way for businesses to obtain needed information efficiently is to A. read a book. B. schedule an interview. C. access a database. D. contact a competitor.

Operating costs that do not increase or decrease with changes in production are called __________ expenses. A. semi-variable B. mixed C. fixed D. variable

Orson, a researcher, is asking a customer a series of questions during a scheduled meeting. Orson is using the __________ method to collect marketing data. A. observation B. relational C. interview D. contact

Out of 25 survey respondents, 16 people rate a product's durability at five on a rating scale ranging from one to seven. What measure of central tendency does the number five represent? A. Disbursement B. Median C. Mode D. Deviation

People with a positive attitude are open-minded, which helps them to A. develop patience. B. remain cheerful. C. learn new skills. D. be tolerant.

Protecting company information and intangibles often involves following the rules established to control access to A. cash registers. B. inventory methods. C. computer systems. D. storage facilities.

Rashid's business always puts the customer first. All of the company's decisions are made to satisfy customer wants and needs. Rashid's company is using the __________ concept. A. customer B. utility C. marketing D. relative

Real market opportunity occurs when A. supply exceeds demand. B. entrepreneurs brainstorm ideas. C. an identified want exists. D. a good or service can be produced effieciently.

Salespeople are often better able to answer customers' questions about the business's products if they regularly read A. economic reports. B. consumer magazines. C. company promotions. D. marketing textbooks.

Saving the money that you might ordinarily spend each day on a cup of coffee and a donut A. is the sacrifice you must make for future financial security. B. will not result in significant savings. C. can help you achieve larger financial goals. D. is not a practical step in reaching your financial goals.

Ted's Tater Chips is conducting market research to decide what new flavor of chips it wants to release next year. They receive the following data about the current taste preferences of a large test group: - 40% prefer spicy chips - 40% prefer sweet chips - 10% prefer sour chips - 10% prefer regular chips Which flavor should Ted's Tater Chips introduce next year? A. Ted's Sour Chips B. Ted's Lemon Vinegar Chips C. Ted's Spicy Sweet Chips D. Ted's Classic Tater Chips

The Crimpton Company purchased an advertisement in the local newspaper. When the advertisement was published, the company's slogan was not included. What part of the advertisement was missing? A. Message B. Headline C. Tag line D. Endorsement

The data needed for sales volume analyses and market share analyses come from A. sales invoices. B. expense reports. C. company sales reports. D. customer records.

The following appeared on a recent survey: "Do you agree that the government wastes taxpayers' money by supporting unnecessary programs?" This is an example of a(n) A. open-ended inquiry. B. indifferent statement. C. leading question. D. unstated alternative.

Thinking of a time when you were happy and proud can help you A. find gaps between your behavior and values. B. avoid activities that do not make you happy. C. determine what values made you feel that way. D. accept others' feedback regarding your values.

Thomas does not know the answer to Mr. O'Malley's question about a complex product. Which of the following is the best way for Thomas to respond to Mr. O'Malley's inquiry: A. "I'll need to read the product manual before I can answer your question, Mr. O'Malley. I'll get back to you next week." B. "Let me give you the manufacturer's website address. The information is probably available on the product-specifications page." C. "I'm not sure, Mr. O'Malley. My coworker, Reggie, know a lot about this model. If you can wait a moment, I will have him speak with you." D. "I don't know. We do have a customer who just purchased this model. I'll get Mrs. Thompson's telephone number for you."

To take advantage of work-related networking opportunities, a businessperson might benefit by A. developing a creative résumé and cover letter. B. participating in an online social network. C. joining a professional organization. D. planning a meeting with a sales trainer.

What are salespeople expected to be able to do in order to sell goods and services to customers? A. Control expenses B. Arrange displays C. Answer questions D. Develop brochures

What can a pharmaceutical manufacturer do to help ensure that its pain reliever and allergy medications are safe for consumer use? A. Include vague product labels B. Price the products competitively C. Use protective packaging D. Display a disclaimer on the package

What device helps to ensure that direct-observation research is collected in a neutral way? A. Fax machine B. Global-orientation system C. Video camera D. DVD player

What is an advantage of using spreadsheet software programs to track and evaluate sales? A. Identifies potential customers B. Easily generates purchase orders C. Quickly analyzes numerical data D. Creates future sales contracts

What is one way that businesses use the technology of electronic data interchange in the selling function? A. To identify potential accounts B. To fax sales data to employees C. To communicate with customers D. To access competitors' web sites

What is the central role of brand identity elements? A. They are the deciding factors in the success of the brand. B. They are displayed on employees' clothing. C. They work together to represent the brand. D. They influence consumers' feelings about a brand more than its values.

What should an employee do she s/he accidentally spills coffee in the tile hallway? A. Tell others about the spill B. Wait for the floor to dry C. Wipe it up immediately D. Leave it for the cleaning crew

What synectics technique compares a problem with something else that is unrelated? A. Arbitrary metaphors B. Discretionary comparisons C. Forced analogies D. Deliberate allegories

What type of information is it acceptable to leave out of a job application? A. Contact information B. Educational background C. Salary requirements D. Professional experience

What type of software program do businesses use to create text documents? A. Communications B. Web-page editor C. Word processing D. Presentation

When Brian got a new job, he made sure he knew how to use the cash register, became familiar with all the products and prices, and kept his work station very organized. In which way did Brian demonstrate the customer-service mindset? A. Following-up B. Following-through C. Being efficient D. Being accurate

When DeShawn's teacher compliments his work on his group project, he's sure to give credit to the other group members who helped. DeShawn is showing A. viability. B. rule of law. C. transparency. D. trust.

When Samantha reviewed her company's financial information, she noticed that the sales for the Java6 coffee maker decreased for three consecutive months. In this situation, the financial information helped Samantha A. make a pricing decision. B. calculate liquidity ratios. C. identify a trend. D. negotiate a contract.

When developing a computer-based presentation, it is important that each slide contain A. numerical data. B. colorful graphics. C. key points. D. creative transitions

When return on capital is positive, the company is A. low on cash. B. losing value. C. growing in value. D. paying out dividends.

When the Silvers purchased their new car, the dealership representative sold their contract to another company in exchange for cash. To what type of business would the dealership have sold the Silvers' contract? A. Commercial bank B. Savings and loan association C. Finance company D. Credit union

When writing e-mail correspondence to customers and coworkers, it is important to remember that the messages A. should include graphics to hold the reader's interest. B. should be written in an entertaining, informal way. C. are often seen by people other than the recipients. D. are usually deleted as soon as they are read.

When your level of self-esteem is low, this causes you to have A. confidence in your ability. B. difficulty with visualization. C. doubts about yourself. D. appreciation of life.

Which marketing function helps businesses answer questions like, "Who are our customers?" and "Where are they located?" A. Pricing B. Product/Service management C. Marketing-information management D. Promotion

Which of the following components of a promotional plan addresses exactly how a business will achieve its goals: A. Situation analysis B. Budget C. Strategy D. Evaluation

Which of the following describes an ethical privacy policy: A. It includes automatically sending email promotions to customers. B. It puts the interests of the company over those of the customer. C. It includes a system to protect customers in the event of a data breach. D. It tries to hide information about data collection processes.

Which of the following do businesses often expect employees to make on their own: A. Operating plans B. Policy changes C. Routine decisions D. Personnel choices

Which of the following expenses should Charlene categorize as a fixed cost: A. Cost of goods sold B. Delivery charges C. Rent D. Commissions

Which of the following helps in the interpretation of mined data: A. Spreadsheets B. Databases C. Visual representation D. Clustering

Which of the following is a common consequence for violating rules of conduct: A. Increased compensation B. Promotion C. Written warning D. Criminal charges

Which of the following is a criterion for evaluating the reliability of a source: A. Style B. Length C. Timeliness D. Type of source

Which of the following is a measure of how happy a customer is: A. Customer attitude B. Customer behavior C. Customer satisfaction D. Customer loyalty

Which of the following is a purpose of the competitive bidding process: A. To attract product champions B. To increase competition for products C. To obtain lower prices from bidders D. To limit the number of vendors to pick from

Which of the following is a reason that natural resources are considered limited: A. Some countries are unable to manufacture them. B. Technology has advanced faster than training. C. The earth has certain boundaries. D. People lack training or skills needed to do a job.

Which of the following is a technique that many businesses use to identify product opportunities: A. Evaluating a prototype B. Testing the market C. Observing the competition D. Developing a brand

Which of the following is a technique that you can use to become more creative: A. Goal manipulation B. Strong cooperation C. Forced association D. Idea implementation

Which of the following is a true statement about how technology affects the external business environment: A. Technology is the main way to compete with other businesses. B. Not all businesses are affected by technology. C. Businesses must look for updated technology all the time. D. Certain target markets do not use technological products.

Which of the following is a true statement about marketing-research studies: A. Lower level employees should not be involved in marketing-research studies. B. Marketing-research studies should be conducted once per year. C. Each marketing research study is unique. D. Marketing-research studies are difficult to conduct

Which of the following is a true statement about the term "environment": A. It has no affect on your performance. B. It refers only to the earth and its resources. C. It consists of your surroundings. D. It applies to individuals, not businesses.

Which of the following is an activity that must take place within a channel of distribution: A. Delivering products to customers' homes B. Making payments to retailers C. Promoting products D. Preparing detailed marketing reports

Which of the following is an example of a public relations activity that involves communicating with an internal audience: A. Distributing a press release B. Holding a weekly press conference C. Developing an employee newsletter D. Making a donation to a charity

Which of the following is an example of a response error: A. Lydia provides her opinion about a new soft drink during a focus group. B. Jack does not provide his telephone number when he fills out an online survey C. Rosanna checks two response options for one question on a paper questionnaire D. Jack pauses for a moment before he answers the interviewer's question.

Which of the following is an example of a voluntary debtor-creditor relationship: A. Requiring specific information B. Receiving a monetary gift C. Obtaining a loan from a bank D. Owing punitive damages

Which of the following is an example of an employee using nonverbal communication effectively to reinforce his/her service orientation: A. Tristan answered his office telephone and said, "Blanton Industries. How can I help you?" B. When Mrs. Jones complained that her steak was not cooked the way she wanted it, Leah rolled her eyes. C. Molly nodded and maintained eye contact as Ms. West explained the problem with her computer. D. Paul crossed his a

Which of the following is an example of an employee-assistance program: A. Training on the use of dangerous power equipment B. Compensation C. Career and education D. Corrective action

Which of the following is an internal factor that might have an effect on a business's selling policies: A. Social issues B. Materials shortage C. Research efforts D. Customer wants

Which of the following is most likely to be an example of passive listening: A. Carefully listening to a friend B. Daydreaming during a lecture C. Casually listening to a podcast D. Paraphrasing a speaker's message

Which of the following is not a characteristic of the peak phase of a business cycle: A. High prices B. High dividends C. High unemployment D. High interest rates

Which of the following is one of the biggest expenses that employees can help a business control: A. Rent B. Advertising C. Payroll D. Taxes

Which of the following is the best way to handle slow/methodical customers: A. Let them have their say. B. Don't jump to quick conclusions. C. Help them along by not overwhelming them. D. Serve them nonemotionally.

Which of the following should you be sure to do when taking notes: A. Write in complete sentences. B. Use correct spelling and grammar. C. Write as legibly as possible. D. Try to write down everything the teacher says.

Which of the following types of business organizations reduces or limits the risk of its stockholders: A. Franchise B. Sole proprietorship C. Corporation D. Partnership

Which of the following would be a job responsibility of warehouse employees: A. Communicating with the media to create a positive company image B. Assisting customers with setting up accounts with the company C. Determining where to store goods between production and consumption D. Developing merchandise displays to attract customer attention

Why is the concept of price stability an effective measurement of the state of the economy? A. Matches the effects with the causes B. Reflects the rise in wages and benefits C. Indicates positive and negative trends D. Compares revenues with expenses

Why will it benefit you to learn as much as possible about a prospective employer before you go for a job interview? A. It ensures that you'll be considered for the job. B. It shows that you do a lot of reading. C. It prepares you to ask good questions. D. It gives you something to discuss during the interview.

You're giving directions to a group of coworkers and you want to be sure they do exactly what you say. You should A. make the directions challenging. B. raise your voice. C. give directions in the proper order. D. demonstrate the final steps of the directions

22. Interest rates rising and falling by a wide range on a regular basis often are an indication of A. price equilibrium. B. seasonal unemployment. C. flexible capital. D. economic instability.

9Trustworthiness is most closely related to __________ and __________. A. persistence; integrity B. fairness; responsibility C. altruism; patience D. honesty; transparency

A business that refuses to raise the price of its goods and services that are in high demand in a certain part of the country because of a natural disaster is being A. politically correct. B. economically unsound. C. legally reasonable. D. socially responsible.

A department store sells clothing from brands like Levi's, but it also sells its own private brands of clothing, also known as __________ brands. A. business B. corporate C. value D. distributor

A depression is characterized by which of the following: A. Fewer bankruptcies B. Increased consumer spending C. Rapidly rising GDP D. High unemployment

A disadvantage of problem-solving in groups is that it A. hinders communication. B. decreases conformity. C. decreases risk-taking. D. takes more time.

A pharmaceutical company fails to warn the public about the possible side effects associated with a new medication. This is an example of a business violating selling regulations through A. exclusivity B. exaggeration. C. branding. D. misrepresentation.

A print advertisement's headline, graphics, signature, and copy should coordinate with one another so that the message A. creates uncertainty. B. conveys humor. C. provides entertainment. D. is clear.

A selling activity that helps salespeople to make sales is A. available credit. B. quality repair. C. referrals. D. preparation.

Achievement-oriented people rely on __________ to set the standards for their work. A. their bosses B. their followers C. their coworkers D. themselves

Arnold is building a display to place in a high-traffic area of his store. Arnold is most likely creating a A. sales incentive display. B. trade show promotion. C. promotional product. D. point of purchase display.

Assessing the long-term value and impact of your actions on others can help you A. earn university scholarships. B. get into the college of your choice. C. avoid work tasks you don't like. D. make a positive change in the world.

Beau is really stressed out because he agreed to take on three new clients that he really didn't have room for. Which time-management principle does he need to learn? A. Divide large projects into smaller parts B. Get enough sleep C. Focus on goals, not on tasks D. Don't bite off more than you can chew

Businesses are being socially responsible to their customers when they A. contribute to community causes. B. provide safe working environments C. offer employees job training D. test the safety of their products

Businesses that carry a considerable assortment of goods but only one or a few related product lines are __________ businesses. A. specialty B. discount C. service D. limited-line

Companies spend lots of time and money developing positive organizational cultures because positive culture is linked with A. company failure. B. stock market increases. C. employee turnover. D. improved results.

Corporate branding provides a variety of products and product lines with a common A. strategy. B. platform. C. ranking. D. identity.

During the vendor-selection process, BWH Company asks potential vendors if they can process purchase requisitions so that the shipments arrive at the company's warehouse within five days. In this situation, BWH Company is most concerned with the A. shipping method. B. product's quality. C. pricing structure. D. order cycle.

Each pay period, Kendra has her employer automatically deposit her paycheck into her checking account so the funds are available for use when she needs them. In this situation, money is functioning as a(n) A. form of cash. B. unit of measure. C. medium of exchange. D. store of value.

How can ill-designed questionnaires affect survey participants? A. Can make them take their time to complete the survey B. Can make them question the survey's purpose C. Can decrease their desire to answer personal questions D. Can decrease their response rate

Increasing membership by 25% during the next year might be one of the __________ of a health club. A. principles B. strategies C. tactics D. goals

Inventory reduction, sales stimulation, and new-product introduction are reasons that many businesses use __________ techniques. A. capital-investment B. stock-turn C. dual-sponsorship D. product-bundling

Jamie is constantly running from obligation to obligation, without a second of free time, and feels like he is behind on all of his work. Jamie is most likely to be A. a procrastinator. B. a perfectionist. C. bad at time management. D. overcommitted.

Jane's teacher wrote a note complimenting Jane on her report. This is an example of __________ feedback. A. negative B. internal C. oral D. external

Kendra's financial goal is to build wealth over time by making diversified investments. Which of the following financial services providers is most likely to help Kendra achieve her goal: A. Financial-auditing firm B. Mortgage company C. Investment bank D. Asset-management firm

Managers and researchers have formalized their decisions into a statement of what the marketing research study will achieve, known as a A. research problem. B. relevant variable. C. decision problem. D. research objective.

Many businesses have eliminated free services in order to A. increase customer satisfaction. B. control inventory shrinkage. C. be more competitive. D. reduce operating expenses.

Maria is developing her marketing plan for her small, but growing, business. She notes that one of the advantages of her company is that her staff is highly creative and flexible; however, a primary limitation that she faces is that she does not have sufficient financial resources to expand her product line. In which component of the marketing plan would Maria place this information? A. Financial statement B. Promotional plan C. Marketing mix D. SWOT analysis

Marketers can use the element of price to help with positioning by A. pricing products too high to make them seem like luxury items. B. allowing retailers to set prices. C. pricing products as low as possible. D. choosing a price the target market is willing to pay.

Marketing has an effect on the quality of life and general living conditions of consumers, referred to as their A. value system. B. buying power. C.buying habits. D. standard of living

Melissa writes checks to pay for her rent, utilities, and groceries, and she keeps a record of all these transactions in her check register. Keeping an accurate check register helps Melissa A. decide when to order new checks. B. determine when she needs to add funds to her savings account. C. understand the checking account's restrictions and fees. D. track the amount of money she has spent.

Membership in a local chamber of commerce is __________ for marketing businesses. A. unimportant B. necessary C. required D. voluntary

Merchants that export fruits and vegetables to the country of Uzoo are required to pay a tax to the Uzoo government. This tax is known as a(n) A. domestic fee. B. export tax. C. restriction. D. tariff.

One of the leading computer manufacturers has decided to produce software cases of high quality and high price. Who will ultimately decide if the price is too high? A. Manufacturer B. Government C. Competition D. Consumers

One of the most effective methods of locating job leads is asking for tips from A. nonworkers. B. retirees. C. minors. D. friends.

Operating expenses are defined as A. start-up expenses of a business B. salaries paid to managers C. cost of goods sold D. costs of running a business

Pedro received a check in the amount of $432.87 from the Tabor Corporation, a company in which he is a stockholder. This source of income is referred to as A. inheritance. B. wages. C. interest. D. dividends.

Project managers usually evaluate project results by A. developing complex diagrams. B. setting long-term goals for the project. C. conducting external data searches. D. comparing project standards with actual performance.

Sasha's science teacher is explaining lab directions to the class. They'll be performing a complicated experiment with many steps that will take about a week. The next day, Sasha tries to remember a step of the directions, but she can't. Which step of following oral directions should Sasha have followed? A. Acknowledge directions verbally or nonverbally. B. Eliminate distractions. C. Make eye contact. D. Take notes.

Satellite communications systems often impact the product/service management function by helping businesses A. order replacements. B. evaluate information. C. use software. D. track shipments.

School grading systems, work wages and bonuses, and sport-related awards are all examples of __________ systems. A. negative feedback B. instant gratification C. informal recognition D. formal recognition

Secondary research is cost-effective for marketers because the data A. are incomplete. B. are cheap to purchase. C. are specific. D. already exist

Superior Office Company received a state contract to supply office equipment to all public schools in the area. What does the company need in order to effectively produce the contract? A. Products B. Outputs C. Supplies D. Inputs

The Henry Smith Company wants to select a representative group of consumers to survey. What part of marketing research is it doing? A. Experimentation B. Observation C. Analyzing D. Sampling

The results of exploratory research are often A. unusable. B. specific. C. quantitative. D. qualitative.

To make sure that their budgets are effective, what should businesses do with budget information? A. Send it to all stockholders B. Provide it to all top managers C. Post it on bulletin boards D. Communicate it to all employees

To protect the integrity of the marketing information they gather, businesses should avoid A. working with a publisher. B. paying for the data. C. surveying a lot of people. D. manipulating the research

Using a computer-generated slideshow to highlight product information would be most appropriate in which of the following business situations: A. Union contract business negotiations B. Project-team status meeting C. Employee performance review D. Formal sales presentation

Walt Disney has sold the rights to Mickey Mouse and other Walt Disney characters to a company that makes stuffed animals. This is an example of brand A. repositioning. B. positioning. C. extension. D. licensing.

What concept is illustrated in the following situation: A new business uses newspaper publicity and personal selling to attract customers and plans a special sales event to generate publicity for its grand opening. A. Advertising media B. Institutional promotion C. Product promotion D. Promotion

What do business owners consider when they select a business ownership structure? A. Product versatility, advertising strategies, and personal circumstances B. Product versatility, financial needs, and advertising strategies C. Personal circumstances, type of business, and product mix D. Personal circumstances, financial needs, and the type of business

What does a business need in order to understand why a successful product is suddenly losing popularity? A. Purchasing documents B. Sales records C. Secondary data D. Marketing information

What does a channel of distribution usually need to be able to manage or avoid conflict within the channel? A. Limited competition B. Updated technology C. Equal authority D. Strong leadership

What is the device that a business's employees use to obtain information about customers who access the business's website? A. Bookmarks B. Browsers C. Spiders D. Cookies

What is the most important economic resource? A. Equipment B. Minerals C. Energy D. People

What must businesses determine during the phases of record keeping? A. Which clients will be excluded from the records B. Why employees dislike record keeping C. Where competitors keep their records D. Who will be responsible for record keeping

What often increases when a person continually resists change or fails to adapt to new circumstances? A. Inability to use logic B. Feelings of contentment C. Sense of accomplishment D. Levels of stress

What type of product information might a salesperson obtain from reading a business's promotional materials? A. Aptitudes B. Demographics C. Objectives D. Characteristics

When a customer is willing to purchase only one specific brand, this is referred to as brand A. strategy. B. recognition. C. preference. D. insistence.

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use __________ communication. A. verbal B. lateral C. upward D. written

When developing a computer-based presentation, it is important that each slide contain A. creative transitions. B. colorful graphics. C. numerical data. D. key points.

When filing a tort against a business, the plaintiff must establish that the defendant A. violated the doctrine of sovereign immunity. B. damaged property intentionally. C. conspired with a competitor. D. breached the duty of care.

When trying to persuade others, it is often helpful to use stories and anecdotes because they A. exaggerate the benefits. B. make people feel comfortable C. add energy to your explanation D. reinforce your message

When you ask coworkers for help and they aren't able to help you, which of the following responses would be most appropriate: A. "I guess you don't remember when I helped you." B. "I don't know how I'll ever get done." C. "Thanks anyway; I won't bother you again." D. "Thanks anyway; maybe another time."

Which of the following activities is an aspect of marketing a service: A. Advertising the state of Michigan on television B. Finding out customers' favorite coffee flavors C. Developing a new, improved cell phone D. Determining how much to charge for a haircut

Which of the following departments in many businesses is responsible for generating product ideas: A. Sales and marketing B. Information technology C. Executive management D. brands

Which of the following in essential to all marketing research> A. Secondary data B. Primary data C. Frequency D. Accuracy

Which of the following is a characteristic of a persuasive sales message: A. Contains loaded language B. Reminds customer of the product C. Discredits the competition D. Makes the product appealing

Which of the following is a common product-related complaint: A. Pressure selling B. Reduced price C. Poor service D. Incorrect size

Which of the following is a disadvantage of using email as a communication method for global business activities: A. Email is detrimental to the environment. B. Technological problems often stall conversation. C. Email is too friendly and personal for a business setting. D. It can be difficult to discern tone and meaning.

Which of the following is a reason to avoid drawing distinctions between people: A. Certain people don't deserve respect. B. Discrimination is illegal. C. Some people aren't "normal." D. Everyone is unique.

Which of the following is an activity that is performed by a business's public-relations department: A. Selecting media for print and broadcast advertisements B. Researching and developing product prototypes C. Developing job descriptions for employees D. Coordinating speaking engagements for employees

Which of the following is an effective subject line for a professional email: A. FYI B. Hello! C. Can I ask you a question? D. Meeting Monday at noon

Which of the following is an ethical issue that might affect the operations function: A. Flexibility B. Utility C. Creativity D. Quality

Which of the following is an example of a salesperson describing a product's construction and materials: A. "Many of my customers have owned and used this product for more than 10 years." B. "To accommodate your décor, this product is available in a variety of finishes and colors." C. "Another feature about this item is that it can also be used in several ways." D. "Because the manufacturer uses high-grade materials to produce this item, its quality is superior."

Which of the following is an example of quantitative data: A. "Tara is a great tutor." B. Tara is one of the smartest kids in school." C. "I heard Tara is applying to Harvard!" D. "Tara graduated first in her class."

Which of the following is an ongoing population trend that affects how businesses market their goods and services: A. Lifestyle B. Consumption C. Behavior D. Migration

Which of the following is the most likely action that the government takes when a person misses the deadline for filing his/her income tax return: A. Allowance B. Refund C. Extension D. Penalty

Which of the following is the purpose of screening ideas for new products: A. To perform a thorough business analysis B. To generate new ideas C. To prepare market research D. To eliminate some ideas

Which of the following is true about a survey-sampling plan: A. tends to have extremely low error rates B. Eliminates respondent bias C. Is more reliable than observation D. Represents a larger group

Which of the following parts of a print ad often creates an image that people come to associate with that business: A. Photograph B. Illustration C. Headline D. Logotype

Which of the following should you do when preparing your letter of application: A. Proofread quickly so you can send the letter sooner. B. Write a letter that is at least one page long. C. Repeat everything that is on your résumé. D. Mention any mutual contacts you have.

Which of the following sources of information might provide salespeople with the most information about actual product performance: A. Sales displays B. Merchandise labels and tags C. Manufacturers' pamphlets D. Customers

Which of the following statements is true regarding the regulation of promotional activities: A. International laws make it difficult for consumers to sue large companies for unfair advertising practices. B. The regulation of promotional activities applies only to television, radio, and newspaper venues. C. Consumer groups have very little influence with the government regarding advertising legislation. D. Governmental restrictions in regard to promotional activities vary by country.

Which of the following would be done first in an environmental scan: A. Identifying and analyzing important trends and issues B. Carrying out scanning activities C. Selecting trends and issues to act on D. Identifying participants and responsibilities

Which of the following would probably use a longer channel of distribution than the others: A. A bag of oranges B. A printing press C. An airplane D. A bottle of shampoo

Which section of a project plan should specify what is and isn't included in the project? A. Quality management plan B. Risk management plan C. Communications management plan D. Scope management plan

Why is it important for hospitality and tourism businesses to be aware of, and react to, trends and changes in the marketplace? A. To identify resources B. To increase advertising C. To hire personnel D. To remain competitive

Why should managers know how to do the work of the workers they supervise? A. To coordinate employees' efforts B. To establish a chain of command C. To create a team spirit among employees D. To have realistic expectations for workers

Would a successful business ever change its marketing strategy? A. No, once a business has a workable strategy, it should always be used. B. Yes, a business should have no more than two marketing strategies. C. No, changing marketing strategies is a complicated process. D. Yes, changes in the marketplace require changes in marketing strategy.

Which of the following situations is an example of product bundling: A. Buy item Y and receive service W free for six months. B. Buy item Z and receive a $50 manufacturer's rebate. C. Buy product X and receive a $15 discount if it is paid within 10 days. D. Buy service M and receive a coupon to use for future purchases.

Why do some governments require businesses to use specific accounting methods? A. To provide external sources with accurate financial information B. To ensure that the businesses are complying with intellectual property laws C. To control the ways in which businesses develop credit policies D. To monitor how businesses establish their sales goals and budgets

Zane is feeling overwhelmed about his stressful job. Which action should he take to manage his stress? A. Talk through the situation with a friend or coworker. B. Create an employee survey for his coworkers. C. Take on a greater amount of work. D. Skip work often so that he has time to relax.

A materials and notions buyer who purchases more zippers and buttons from a supplier to replace depleted inventory is placing a A. production requisition. B. reorder. C. back order. D. line requisition.

A promotion that makes false or exaggerated claims about a product is considered to be A. stereotypical. B. deceptive. C. offensive. D. manipulative.

Alicia is trying to persuade members of her work team to implement a new process. Because Alicia used this process with her former employer, she is very knowledgeable and knows what needs to be done to make a smooth transition. The work team is likely to go along with the change because Alicia has A. exhibited cultural sensitivity. B. established personal credibility. C. demonstrated empathy. D. coached others effectively.

Businesses can use data mining to A. show why information is valuable. B. see patterns within data. C. eliminate the need to understand data. D. make decisions for them.

Businesses that obtain information about competitors with the use of questionable techniques, even though these techniques are legal, are often behaving A. aggressively. B. unethically. C. carelessly. D. recklessly.

Cathy is allowing her four friends to pick out a skirt for her at the mall—with one request: that all four friends agree about the selection. Which style of decision-making is Cathy asking her friends to use? A. Minimum B. Maximum C. Medium D. Moderate

Employee interactions, websites, and advertisements are all examples of A. corporate brands. B. touch points. C. logos. D. distributor brands.

Every channel of distribution begins with the __________ and ends with the user or consumer. A. intermediary B. producer C. retailer D. agent

Information about new or unusual uses for a product can often be obtained easily from A. factory visits. B. customers. C. inventors. D. the product manual.

One reason that a brand name should be adaptable is so that the business can A. change the brand name as often as necessary. B. use the brand name in multinational marketing. C. use the brand name in packaging and advertising. D. make its products look like other similar products.

One way that salespeople develop and maintain positive relationships with customers is by providing excellent A. sales management. B. customer service. C. opportunities. D. demonstrations.

Statistical data revealed that Zane Industries sold 32% more of the Model EQ2 desktop photocopier last year after it made changes to increase the photocopier's speed and refine its print quality. In this situation, the statistical findings helped the company determine that A. its sales forecasts were inaccurate. B. product improvements helped boost sales. C. research and development expenses exceeded the budget. D. the company achieved its sales goals.

The act of deliberately giving a wrong or false impression of something is considered to be A. poor communications. B. dishonest. C. tactless. D. good business.

The belief that profitable sales volume will result from giving customers quality products at fair and reasonable prices is part of the A. planning process. B. marketing concept. C. marketing mix. D. consumers' movement.

Which of the following is a way that local zoning laws affect businesses: A. Prohibit price discrimination B. Restrict placement of billboards C. Limit creation of monopolies D. Require labels on products

Which probability design allows marketers to study distinct groups within the target population? A. Simple random sampling B. Stratified random sampling C. Systematic random sampling D. Cluster sampling

Why do we need creativity? A. It indicates one's intelligence. B. It moves the world along. C. It shows businesses which employees can think in concrete terms. D. It helps businesses to identify employees who will succeed in performing routine tasks.

A car dealership purchases new cars from a Ford factory and then sells them to consumers. What type of business model is this? A. Trader B. Manufacturer C. Distributor D. Importer

Randy used to work in a factory. However, after technological advances brought robots that could do the same job for less money, he was laid off. Randy is looking for a new job in a factory, but everything requires knowledge of computer programs, which he doesn't have. Randy is facing __________ unemployment. A. cyclical B. frictional C. structural D. seasonal

Technological advancements in computer software have made it possible for media planners to calculate reach, frequency, and __________ of their placements more quickly. A. promotional mix B. attention value C. cost efficiency D. audience fluency

The owner of a small retail store has decided to offer designer jeans for the back-to-school campaign. Which of the following business activities should be used to inform the potential customers about the new items for sale: A. Production B. Financial analysis C. Marketing D. Strategic management

The price function often influences the place function by determining A. how the product is advertised. B. why the product is shipped. C. where the product is sold. D. when the product is made.

When John was injured in an auto accident on his way to work, what kind of insurance paid his hospital bill? A. Term B. Disability C. Health D. Life

Which of the following situations is an example of a hazard that affects the safety of the workplace: A. Wide aisles to accommodate foot traffic B. Proper lighting throughout the building C. Boxes stacked in front of a fire exit D. Secure locks on the building's exterior doors

Which situation is an example of SUGGING? A. A salesperson offers a customer the opportunity to try an expensive product free of charge. B. A telemarketer asks a customer if s/he knows anyone who would want to buy a certain product. C. A marketer tells a customer that s/he is conducting research, and then begins a sales pitch. D. A business promotes a product by sending samples to its customers without authorization.

Following your teacher's guidelines is an example of which ethical principle? A. Viability B. Transparency C. Trust D. Rule of law

How does implementing an electronic data interchange (EDI) system benefit businesses? A. It allows trading communities to establish linear distribution strategies. B. It increases the use of artificial intelligence systems. C. It duplicates the data entry process within the supply chain. D. It improves the speed and accuracy of information flow.

How does innovation support a business's long-term survival? A. By decreasing organizational conflict B. By making it impossible for employees to predict what's coming next C. By enabling a business to cut costs D. By giving a business a competitive edge

Identify the type of appeal used in the following persuasive message: "This new book is written by Dr. Juliet Browne, who holds a doctorate from the Harvard School of Medicine and is the Chair of the World Health Organization." A. Shock value B. Reason C. Emotions D. Credibility

In product/service management, a major disadvantage of rapid technological changes is the A. increase in customer satisfaction and profitability. B. number of new products entering the market. C. increase of customer product awareness. D. rate at which existing products become obsolete.

In what communications channels are holding press conferences and giving interviews used? A. Target marketing B. Corporate management C. Personal selling D. Public relations

Interviewers cause marketing-research errors when they A. allow respondents to answer questions honestly. B. communicate clearly with respondents. C. ask the respondents to answer all of the questions. D. express a biased attitude when asking questions.

Javier had an interview with a potential employer, Dan Martinez. The interview was pretty casual and informal. How should Javier begin his thank you note? A. He doesn't need to send a thank you note for a casual interview. B. Dear Dan C. Hi Dan D. Dear Mr. Martinez

Marsha got a great deal on a phone that she bought on the Internet. When she had a problem with it, she contacted the manufacturer and was told that the company would not honor the warranty because her phone had been sold by the manufacturer to a company in China. The manufacturer would not honor the warranty because Marsha's phone is an example of a product in the A. distribution channel. B. product life cycle. C. product mix. D. gray market.

Once a coach has helped a coachee establish an improvement plan, it is important for the coach to A. give monetary rewards to the coachee. B. set goals for the coachee. C. give harsh feedback to the coachee. D. track the coachee's progress.

Saving money helps you achieve __________ goals, while investing money helps you achieve __________ goals. A. long-term; career B. long-term; short-term C. career; short-term D. short-term; long-term

The biggest risk to a real estate investment is A. inability to write checks. B. low rate of return. C. not being FDIC-insured. D. depreciation.

The following statement appears on a company's website: "Unlike our competitors, Naturally Yours Cosmetics uses organically-grown ingredients in its facial scrubs and lotions." What strategy is the company using to position its line of skin-care items? A. Product reliability B. Price C. Customization D. Unique attributes

The owner of Bonnie's Birds and Bugs realizes that she cannot completely protect her building from the possibility of fire. What would be the best means of dealing with this risk? A. Retain the risk B. Prevent the risk C. Avoid the risk D. Transfer the risk

The reason for using certain communications channels, such as coupons, in sales promotion is to A. advertise a new product. B. create long-term demand. C. persuade customers to remain loyal. D. generate an immediate response.

To qualify as a specialty medium, an item must be A. delivered through the postal service. B. sold to a prospective customer. C. used for decorative purposes only. D. imprinted with the business's name/logo.

We know we are being treated fairly when we A. are being treated better than others. B. get our way and receive the outcomes we want. C. feel happy and satisfied with others' decisions. D. are being treated the way we deserve to be treated.

What do individuals often identify when assessing their personal strengths and weaknesses? A. Risks B. Careers C. Benefits D. Interests

What do managers often use to evaluate project results? A. Activities B. Techniques C. Resources D. Standards

What type of law prevents salespeople from one company from interfering with their competition's activities? A. Warranty liability B. Product safety C. Consumer credit D. Unfair trade

When Jeremy extended his hand toward Hank as they were introduced, Hank said, "Hello, Jeremy." However, he ignored Jeremy's hand and kept his own hands in his pockets. What kind of nonverbal message was Hank sending? A. We have met before. B. I am glad to meet you. C. We have a lot in common. D. I don't want to know you.

Which of the following is a true statement about qualitative research: A. It is based on statistics and facts. B. It is often conducted through experiments. C. It uses large samples of the population. D. It is conducted during a short time frame.

Which of the following is an example of direct advertising: A. A retailer conducts a telephone survey to determine its customers' satisfaction with its services. B. A hotel chain develops an advertising campaign that includes television spots and billboards. C. A soft drink company places an advertisement on television during a major sporting event. D. An apparel company mails its latest catalog to customers who have ordered items within a year.

Which of the following situations may represent a risk to the business: A. A regular customer is impatient when the cashier takes a telephone order. B. A regular customer brings a new neighbor to shop at the business. C. A new customer with a check provides a piece of photo identification. D. A new customer's check is for an amount larger than the purchase total.

A marketing-research project that gathers sufficient information to help the business in its decision- making would be described as A. thorough. B. efficient. C. tedious. D. predictive.

Cornell wants to start his own business, but he isn't exactly sure what product or service he wants to pursue at the moment. The first step of the entrepreneurial process that Cornell should focus on is A. idea generation. B. a feasibility study. C. illumination. D. verification.

If individuals enjoy operating machinery, driving vehicles, or using tools, they might consider a career that involves working with A. things. B. animals. C. people. D. information.

In an ancient society, townspeople used cows to pay for the things they needed. The cows are an example of __________ money. A. commodity B. representative C. fiat D. paper

Listing the number of respondents who answered "agree," "no opinion," or "disagree" to each question on a marketing questionnaire is an example of A. tabulation. B. proportion. C. deviation. D. association.

Morgan received an email that claimed to be from her credit card company. The email said that her account would be cancelled immediately if she didn't follow a link and enter her credit card and social security numbers. After Morgan did so, she found out that the email wasn't actually from her credit card company. Instead, it was a scam designed to steal her personal information. Morgan was a victim of A. phishing. B. baiting. C. skimming. D. hacking.

Often, people can creatively resolve a conflict by A. brainstorming. B. debating. C. deciding. D. mediating.

One benefit of assessing the long-term value and impact of your actions on others is helping you to act A. more ethically. B. on behalf of your business. C. in your own best interest. D. your age.

Some natural resources are plentiful but are expensive and difficult to A. obtain. B. use. C. sell. D. conserve.

Stan is a small-business owner who is always looking for ways to increase his company's ability to do the job right the first time. He listens to his staff members' suggestions and implements many of their ideas for improvement. What is Stan doing? A. Creating a quality culture B. Developing new products C. Supporting external resources D. Reorganizing priorities

The ability for marketers to think fast on their feet is most associated with A. decision-making. B. creativity. C. people skills. D. people knowledge.

The primary goal during the brainstorming process is to A. come up with as many ideas as possible. B. analyze each idea as it is presented. C. rate each idea in relation to one another. D. come up with a set number of ideas within a certain time.

Thomas wants to change the word "develop" to the word "create" in several places throughout his document. The quickest way to make these changes is by using the __________ function. A. find and replace B. cut and paste C. header and footer D. styles and formatting

What type of communication style is usually most appropriate to use when evaluating employees? A. Formal B. Casual C. Routine D. Instructional

When a customer buying an appliance, piece of electronics, or vehicle asks questions about repairs, the salesperson should explain features and benefits relating to its A. service and warranty. B. popularity. C. history. D. appearance and style.

When management establishes policies that help employees to deal with customers in the same way, under the same circumstances, the main purpose of these policies is the A. fair treatment of customers. B. reduction of expenses. C. satisfaction of customers' wants. D. smooth operation of the business.

When the demand for a product increases, a producer will normally increase the quantity of product supplied. In this situation, what will usually happen to the product's price? A. The price will increase. B. The price is not affected. C. The price will decrease. D. The price will remain constant.

Which federal agency has the responsibility for inspecting meat that is shipped across state lines? A. U.S. Department of Agriculture B. U.S. Department of Commerce C. Federal Trade Commission D. Interstate Commerce Commission

Which of the following factors affects how far ahead a business needs to predict its sales: A. The business's resources B. The typical information that is available C. The similarity of competitors D. The productivity of the business

Which of the following is a true statement about channel-member relationships in the supply chain: A. Members can often reduce conflict by focusing on the common goal of customer satisfaction. B. Because the producers are the channel leaders, they usually have more negotiating power. C. Technological advancements have made interaction among channel members unnecessary. D. To minimize horizontal conflict, most wholesalers in the supply chain charge slotting fees.

Which of the following is determined in a research project's master plan: A. How much data to collect B. The company's target market C. How much the marketers will be paid D. The purpose of the research

Which of the following is needed to post a web page: A. Web server B. Product to sell C. Interested audience D. Legal permit

Which of the following provides a business's employees with a foundation for acceptable behavior in the workplace: A. Rules of conduct B. Organizational chart C. Grievance procedures D. Articles of incorporation

A characteristic of simple memorandums written by business employees is that they usually are intended to be read by a(n) A. internal audience. B. board of directors. C. planning committee. D. group of suppliers.

A growing trend that is influencing the way that many companies do business is the concern for A. protecting the environment. B. distributing the wealth. C. monitoring the economy. D. regulating the government.

A human resources manager sets up a computerized system for maintaining employee records. What type of resource is the manager using? A. Material B. Financial C. Human D. Natural

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