DECA Marketing Cluster Practice 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-driven D. bargaining

. What type of question should be avoided when designing a questionnaire? A. Leading B. Structured C. Unstructured D. Qualitative

A benefit of using an electronic calendar to prepare schedules is that it allows employees to A. manage their time. B. communicate with coworkers. C. delegate tasks. D. prioritize a deadline.

A business conducts marketing research when it needs to solve a problem or when it wants to A. identify a new market opportunity. B. increase its sales staff. C. coordinate activities. D. analyze financing options.

A business sends a survey to ask its customers about their buying intentions for the next year and will use the survey data to develop its annual sales forecast. What type of sales forecast is the business using? A. Qualitative B. Cooperative C. Exploratory D. Predatory

A business that provides excellent customer service is more likely to A. obtain referrals. B. expand its product line. C. have narrow profit margins. D. provide rebates.

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 clothing manufacturer checks one pair of pants out of every shipment to ensure the quality of its product. This process is known as quality A. inspection. B. guarantee. C. delivery. D. assurance.

A company should consider the target market's needs and wants, when it A. positions its corporate brand. B. achieves its short-term goals. C. develops its personal budget. D. prepares its weekly expense reports.

A critical aspect of financial planning involves A. saving money for unexpected situations. B. obtaining several credit cards. C. investing money in high-risk securities. D. setting broad financial goals.

A customer is most likely to raise objections during the selling process when the A. product is expensive. B. customer is impulsive. C. salesperson is discovering the customer's needs. D. salesperson reaffirms the buyer-seller relationship.

A good indication that you may be making an unethical choice is if you A. make excuses to justify your behavior. B. attempt to be objective. C. maintain confidential information. D. disagree with the rules.

A government establishes an organization that monitors and ensures that businesses are complying with advertising laws. This organization is an example of a A. regulatory agency. B. lobbying group. C. legislative body. D. watchdog corporation.

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

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

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 primary advantage to businesses using direct marketing to promote their goods and services is that the messages A. are sent to those who are mostly likely to buy. B. enhance the business's credibility. C. are relatively inexpensive to produce. D. provide customers with direct access to knowledgeable salespeople.

A primary responsibility of administrative law is to A. enforce agency regulations. B. establish congressional/parliamentary committees. C. interpret constitutional laws. D. overturn lower courts' decisions.

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

A restaurant server might obtain valuable information about the taste of a new menu item by talking to A. customers. B. the cooks. C. friends. D. suppliers.

An advantage of newspaper advertising over television and radio promotion is more A. consumer interest in the 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 show the writer's expertise. D. features complex compound sentences.

An important aspect of a business's production efforts is A. obtaining the necessary resources. B. scheduling a sales promotion. C. identifying financing options. D. developing compensation policies.

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

As a result of increased interest in making health and fitness fun, businesses have developed many new goods and services, including interactive fitness video games and dance-based workout classes. This is an example of businesses developing new products in response to A. a trend. B. touch points. C. elasticity. D. an opinion.

Because of their strategic significance in providing place utility, it is usually easier to change price or promotional efforts than to change A. distribution channels. B. target markets. C. market strategies. B. target markets. D. packaging.

Before identifying the right people to work on a project, it is important to A. develop accurate job descriptions. B. select necessary supplies. C. ask organizations for contributions. D. prepare construction specifications.

Before you analyze the available information to solve a problem, it is important to A. identify and check your assumptions. B. brainstorm possible solutions. C. determine the best solution from several alternatives. D. ask for input from your peers.

Being a good listener is an example of what type of behavior that builds positive working relationships? A. Being cooperative B. Carrying your own weight C. Getting to know others on your work team D. Having a good attitude

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

Claudia is creating a balance sheet for her business. She lists the full value of all of her assets, even some office equipment she hasn't completely paid for. However, to find the true net worth of her business, Claudia must subtract the money she owes on the equipment, since the debt is considered a(n) A. liability. B. liquid asset. C. accounts receivable. D. dividend.

Computer networking and information sharing among channel members at all levels have increased the levels of collaboration and A. transparency. B. mediation. C. competitiveness. D. bureaucracy.

Consumers may be prompted to increase their spending when A. the government implements expansionary monetary policies. B. unemployment rates steadily increase over an extended period of time. C. businesses purchase fewer raw materials. D. their confidence levels in the health of the economy decline.

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.

Costs and available resources are especially important factors for product/service managers to examine during which phase of product/service management? A. New-product development B. Elimination of weak products C. Idea generation D. Monitoring of existing products

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

During periods when employment is high and the nation's outlook is optimistic, selling prices of products tend to increase. This is an example of selling prices affected by A. economic conditions. B. supply and demand. C. competition. D. government regulation.

During what phase of a product's life cycle is a business most likely to develop advertising campaigns to remind customers about the product or promote features added to the product? A. Maturity B. Decline C. Introduction D. Obsolescence

During which stage of the product life cycle should a business focus on the points of difference between its product and its competitors' products? A. Growth B. Maturity C. Declining D. Introductory

Employees who are unable to respond to questions about the company's goods or services can affect the customer's A. image of the business. B. purchasing ability. C. sourcing strategy. D. price fixing.

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

Every pay period, Amanda places $100 from her paycheck into a savings account that earns 4.5 percent interest. In this situation, money functions as a A. store of value. B. medium of exchange. C. form of barter. D. measure of income.

FRUGGING is an activity that presents marketing researchers with legal issues because it A. is a deceptive practice. B. involves solicited selling. C. relates to identity theft. D. affects antitrust laws.

Henry works in a business's receiving room. While working, Henry was lifting and setting down heavy boxes when he experienced back and abdominal pain. What type of workplace injury did Henry receive? A. Strain B. Closed wound C. Sprain D. Open wound

Holding a telephone conference call is an efficient way for multiple employees to communicate at the same time when they A. work in different cities. B. require visual aids for discussion. C. perform different job functions. D. lack text messaging capabilities.

How can a business communicate a print advertisement's message to its audience in an appealing way? A. Coordinate the advertisement's elements B. Focus more on the text and less on graphics C. Use testimonials from celebrities in the news D. Select a variety of bold fonts and unrelated graphics

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.

If a pharmaceutical company sets an unnecessarily high price for a lifesaving drug, it is behaving in a(n) __________ manner. A. socially irresponsible B. economically justifiable C. conscientious D. charitable

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

In relation to channel management, which of the following actions should the manufacturer take to effectively introduce a new product to the marketplace: A. Use appropriate promotional techniques to inform channel members B. Establish ethics policies C. Improve communication with distributors or wholesalers D. Apply for a line of credit

In which of the following documents is it most appropriate to include an executive summary: A. Complex research report B. Six-page case study C. Employee handbook D. Manuscript outline

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

Instead of going through Jeff's files, Amanda waits until Jeff returns from lunch to obtain a file that she needs to review. This is an example of one coworker ________ of another coworker. A. respecting the privacy B. violating the workspace C. correcting the work D. reinforcing the efforts

It is often best for a business to use an exclusive distribution pattern when it A. needs to maintain tight control over a product. B. prefers to have its intermediaries promote the product. C. chooses to eliminate intermediaries. D. wants the product to be available in all possible locations.

JIB Corporation's research and development team examined the company's top-selling item and determined ways to improve it. JIB generated these product ideas in relation to A. product modification. B. competitors' products. C. customers' suggestions. D. product placement.

Kate's coworker Jack is meeting with a very important German client tomorrow. Kate has been to Germany several times, and tells Jack that German businesspeople tend to be very formal and serious in business situations. After learning this information, Jack now knows that he should avoid A. using humor. B. using titles. C. shaking hands. D. making eye contact.

Kelsey's work team decides that the best way to approach a situation is to have each member focus on different aspects of the issue, such as fact finding, positives, negatives, and emotions. What creativethinking technique is the work team using? A. Six Thinking Hats B. Brainstorming C. Mind mapping D. Unconscious problem solving

Kendra owns a small business that sells handmade quilts to residents and tourists in her community. What type of distribution channel being used? A. Producer to retailer to consumer B. Producer to wholesaler to consumer C. Producer to agent to industrial distributor to user D. Producer to industrial distributor to user

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.

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.

Marketers may want to use research to study the economy, a factor that is subject to change. In this context, the economy can be described as a(n) A. variable. B. case study. C. experiment. D. hypothesis.

Martin keeps money in a special savings account to cover his living expenses for three months in case he loses his job or gets sick and can't work. Martin has set up a(n) A. emergency fund. B. education plan. C. retirement account. D. insurance policy.

McDonald's golden arches are an example of a brand A. cue. B. personality. C. preference. D. value.

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

Monitoring financial accounts and reading bank statements on a regular basis can help detect activities associated with A. identity theft. B. property infringement. C. personal hijacking. D. securities fraud.

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.

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 roles of ethics in finance is to encourage business employees to A. make the right decisions. B. increase company profits. C. sell to customers. D. prepare operating budgets.

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 need. B. obtain drugs from the manufacturer. C. buy drugs they cannot afford. D. order drugs that are inexpensive.

One way that advances in technology are impacting the product/service management function is by making it possible for businesses to A. improve existing products. B. eliminate human errors. C. simplify production systems. D. control customer preferences.

Ramona took some computer classes at the local community college to keep up with the technological changes in the workplace. As a result, Ramona was promoted to executive manager because she possessed the technical skills her employer needed for the position. The primary reason Ramona was promoted was due to her A. willingness to learn. B. seniority in the workplace. C. ability to delegate. D. outgoing personality.

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

Sasha has just received a fax order from a customer. The customer has requested six each of a certain product, but has not indicated the desired color. What can Sasha do to make sure that the customer receives the desired product? A. Contact the customer and ask him/her what color s/he wants B. Select the color based on the most available in stock C. Have the warehouse staff ship one in each color D. E-mail the customer to advise him/her that the order is incomplete

Sean was born and raised in Quebec, and his grandparents are from Ireland. Sean's Irish heritage is his A. subculture. B. dominant culture. C. standard culture. D. culture.

Software that allows for real-time analysis of marketing information enables businesses to search many databases and identify A. obscure relationships. B. pricing strategies. C. hidden objections. D. distribution channels.

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

Successful positioning appeals to customers' A. emotions. B. five senses. C. desire to save money. D. logic.

Susan's father receives veterans' benefits, and her grandmother gets Social Security. Are these payments counted in GDP? A. No, these are transfer payments. B. Yes, these are government purchases. C. Yes, these funds are for personal consumption. D. No, the recipients produce goods and services.

TechnoMedia is attending a regional trade show to introduce its new tablet computer. An effective way for the company to draw traffic to its exhibit booth is by A. using interactive displays that allow attendees to try the tablet. B. handing out trade-show programs at the facility's entrance. C. placing a sign with the company's name and logo on the exhibit table. D. requiring staff to wear name badges that have a picture of the tablet on them.

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 basic purpose of writing a letter of application concerning a job opening is to A. interest the employer in interviewing you. B. describe your job skills in detail. C. tell the employer how you found out about the job. D. provide the employer with your complete work history.

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 statement appears on a company's web site: "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. Unique attributes B. Price C. Customization D. Product reliability

The most appropriate way for the High-Tech Computer Company to communicate information about its new line of computers at a trade show is by A. holding product demonstrations. B. sending direct mail. C. placing billboard advertisements. D. developing a contest.

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 night clerk in a local motel often complains to the manager about having to assist his/her coworkers. This is an example of an employee having a(n) __________ attitude. A. negative B. productive C. innovative D. indifferent

The owner of a business is meeting with the company's managers and supervisors to set objectives for the next year. This group is developing the company's A. business goals. B. channels of distribution. C. market share. D. promotional mix.

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.

The primary reason why many people engage in career-oriented networking activities is to A. connect with others who might help them accomplish professional goals. B. develop an extensive list of sales prospects and contacts. C. obtain letters of recommendation from previous employers. D. cultivate a wide circle of social and personal contacts.

The single most important aspect of making a financial plan and setting goals is A. getting started now. B. learning to make hard choices. C. making enough money. D. choosing a career path.

The specific goal of product promotion is to A. persuade consumers to buy a particular good or service. B. inform consumers about the company. C. show the company's commitment to technology or research. D. change a particular attitude toward a firm or its products.

The tactics and activities in a business's promotional plan should be based on the A. business's promotional objectives. B. promotional plan's executive summary. C. business's production needs. D. channel members' preference

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

To obtain reliable, valid marketing-research data when conducting personal interviews, researchers must make sure that the interviewers are A. open, friendly, and nonjudgmental. B. approachable, opinionated, and organized. C. consistent, biased, and aggressive. D. courteous, passive, and distant.

What approach to record keeping is Dahlia's business using when it hires a data processing center to handle the record keeping for its accounting information? A. Outsourcing the task B. Establishing a department C. Hiring an employee D. Keeping the records personally

What are the characteristics of dissonance-reducing buying behavior? A. Expensive, infrequent purchase with high buyer involvement and few perceived differences B. Inexpensive, frequent purchase with low buyer involvement and few perceived differences C. Expensive, infrequent purchase with high buyer involvement and strong brand recognition D. Inexpensive, frequent purchase with low buyer involvement and strong brand recognition

What can a business do to attract trade-show attendees to the business's display or booth? A. Hold a prize drawing or raffle B. Send product coupons to attendees C. Place business cards on the display table D. Have plenty of seating available

What can businesses do to reduce risks associated with personal injuries and product damage due to improper product use? A. Provide detailed written instructions B. Offer a service guarantee C. Implement a return policy D. Use recyclable packaging

What course of action can a lender take if a debtor's account is past due? A. File a judicial lien B. Claim defamation C. Apply for bankruptcy D. Liquidate assets

What do all businesses need to be aware of with regard to the accounting process? A. Legal considerations B. Management styles C. System specifications D. Research techniques

What does a successful corporate brand communicate and how should it communicate them? A. Benefits, consistently B. Motives, vaguely C. Procedures, unusually D. Jargon, ordinarily

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 element of the promotional mix is most appropriate to use for a complex or technical product that is difficult to explain? A. Personal selling B. Sales promotion C. Mass advertising D. Solicited publicity

What entertaining form of Internet promotion involves animations that float across the computer screen and move back to their original space? A. Media-rich advertising B. Blogs C. Interstitials D. Banner ads

What is a method that managers can use to motivate employees? A. Offering performance-based financial rewards B. Encouraging employees to specialize C. Investing in new technology D. Sharing customer information with employees

What is a potential benefit to an employee who demonstrates initiative on the job? A. More advancement opportunities B. Fewer performance reviews C. Decreased job responsibilities D. Increased emotional intelligence

What is a type of company promotional material that can be used as a source of information for selling? A. Newspaper advertisements B. Professional publications C. Product labels D. Trade magazines

What is an economic factor that businesses might identify as a result of conducting an environmental scan? A. Unemployment rate B. Increased regulation C. Population shift D. Lifestyle adjustment

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 thing you need to do when you want to persuade others to take a certain course of action? A. Understand your audience B. State your case C. Express a need or want D. Communicate clearly

What might result if a business fails to maintain positive customer/client relations? A. Decrease in sales B. Reduction in assets C. Loss of advertisers D. Lowering of goals

What should you avoid doing when filling out an employment application? A. Leaving blank spaces B. Specifying certain jobs C. Providing exact data D. Signing your name

What strategy can make or break a business's product mix? A. Positioning B. Contracting C. Altering D. Expanding

What tends to occur when a country is experiencing political instability? A. Its currency loses value. B. Unemployment rates decrease. C. Domestic trade improves. D. Commodity trade increases.

What terms-of-sale policy assures the buyer that the product will perform as expected for a certain amount of time or the seller will replace the product? A. Guarantee B. Adjustment C. Delivery D. Installation

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

What type of information are businesses that sponsor sales promotion sweepstakes and contests required to make available to the customers who participate in those promotions? A. Odds of winning B. Amount of rebate C. Value of coupon D. Samples of product

What type of marketing-research error occurs when the researcher interviews unqualified people? A. Respondent-selection B. Deliberate-falsification C. Respondent-inability D. Data-analysis

What type of research would a business conduct if it wanted to identify potential issues or opportunities? A. Exploratory B. Experimental C. Descriptive D. Causal

What type of survey rating scale involves assigning a value to each option within a set of circumstances provided on a questionnaire? A. Constant sum B. Likert C. Semantic differential D. Frequency

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 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 a retailer follows up with a vendor to verify that an individual's order shipped on time, it is A. facilitating customer service. B. evaluating sales quotas. C. requesting special attention. D. negotiating shipping terms.

When a salesperson first begins to establish a relationship with a customer, s/he should focus on A. putting the customer at ease. B. describing the product's benefits. C. asking the customer for the sale. D. recommending complementary items.

When developing a sampling plan for a marketing-research project, a business must first determine A. the size of the group it intends to survey. B. the validity of the information. C. how the researchers should code the responses. D. how to predict the sample group's responses.

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 participating in a project-status meeting, it is important for a participant to A. be prepared to provide an update. B. monopolize the conversation. C. provide information about new company policies. D. take notes for the group.

When positioning its corporate brand, it is important for a company to evaluate its competitors so it can determine A. points of difference. B. profit margins. C. managerial styles. D. support services.

When selecting a qualified financial planner, it is important to consider his/her A. education and licensure. B. living expenses and personal goals. C. personal goals and education. D. living expenses and licensure.

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.

When writing informational messages, business employees should explain the situation and include sufficient data for the recipient to be able to A. make a decision. B. read the message. C. contact the business. D. agree with the content.

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 actions is most appropriate for a business to take when competitors introduce similar products to the marketplace: A. Adjust its marketing strategies B. Increase its prices to improve its image C. Reduce its advertising efforts D. Focus on its working conditions

Which of the following are characteristics of effective business information: A. Usable, accurate, and retrievable B. Current, simple, and accessible C. Applicable, historical, and complete D. Organized, complex, and superficial

Which of the following communication channels is a corporation's public-relations department most likely to use to maintain positive relationships with shareholders: A. Newsletters, annual reports, and the company's web site B. Press releases, online social networks, and print advertisements C. News conferences, consumer blogs, and employee manuals D. Policy manuals, commercials, and sponsorships

Which of the following data-collection methods obtains product information during the point-of-purchase process: A. Volume-tracking scanner B. Photographic scanner C. E-mail survey D. Statistical survey

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 factors has aided the most in creating a global business environment: A. Technology B. Government C. Cultural changes D. Exchange rates

Which of the following forms of ownership is a group of individuals organized by a charter that is granted by a state: A. Corporation B. Proprietorship C. Partnership D. Cooperative

Which of the following individuals chooses goods for resale, surveys consumer trends, and rates past performance of products and vendors: A. Retail buyer B. Durable goods producer C. Receiving manager D. Industry researcher

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 reason why the ethical and legal issues involved in selling activities are extremely important: A. Buyers avoid doing business with unethical salespeople. B. Sellers must understand how to criticize competitors. 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 situation in which horizontal conflict may occur among channel members: A. Scrambled merchandising B. Chargebacks C. Direct selling D. Franchisor restrictions on franchisees

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 a use of product 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 a way that marketers can use data to "follow up" on any problems or issues with a product: A. Providing salespeople with additional training B. Determining what new products to offer C. Deciding what wholesalers to use for distribution D. Budgeting for product development

Which of the following is an area at a business that must be maintained on a regular basis: A. Sidewalks B. Furniture C. Shelving D. Fixtures

Which of the following is an example of a current trend in business: A. Protecting consumer privacy B. Expanding economic growth C. Developing market research D. Promoting private enterprise

Which of the following is an example of a direct-marketing channel that a business can use to send personalized promotional information to its customers in real time: A. Cell phone B. Catalog C. Scanner D. Television ad

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

Which of the following is an example of a secondary source of data that a business can obtain internally: A. Sales report B. Trade journal C. Government web site D. Magazine article

Which of the following is an example of a team leader using a positive incentive to motivate his/her team members: A. Ali told the team that everyone could take the afternoon off if the project was completed on time. B. Kate rudely told her team members, "Since the two of you can't do this right, I'll just do it myself." C. Karl said, "If this project isn't done on time, we're all going to receive bad performance reviews." D. To ease the tension in the group, Calvin told a joke, which made all the team members laugh.

Which of the following is an example of an unethical practice related to obtaining marketing information about a competitor: A. An OQR business associate poses as a security guard at the PRW Corporation's headquarters to obtain information about the corporation's business activities. B. A marketing-research firm conducts a focus group and fails to fully disclose important facts about the way in which the firm will use the participants' feedback. C. BCT Technologies employs staff to search its competitors' web sites and government databases to obtain information about its competitors. D. INV Company sells its mailing list to LMN Industries and the TQS Manufacturing Company without the consent of its customers.

Which of the following is an example of range: A. Consumers buy between four and eight widgets per week. B. Consumers buy an average of six widgets per week. C. Most consumers buy five widgets per week. D. Half of all consumers buy more than four widgets per week.

Which of the following is an important aspect of a business's operations function: A. Establishing efficient processes B. Locating potential customers C. Providing access to information D. Hiring qualified employees

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 most likely to result if workers fail to meet time standards: A. Reduced number of products available B. profit margins. C. Reduced costs D. Increased quality of products provided

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 is the first step in the bidding process: A. Identifying needs B. Developing a request for proposal C. Negotiating terms D. Assessing each bidder's strengths and weaknesses

Which of the following pricing practices is illegal in some countries because it may drive a company's competitors' out of business: A. Below-cost pricing B. One-price policies C. Price skimming D. Markup pricing

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

Which of the following situations best demonstrates why businesses should retain their records: A. A business is planning to sell out to another company. B. A business is planning to send anniversary cards to employees on the date of their employment. C. A business is planning to send press releases to the local newspaper. D. A business is planning to use webinars for employee training

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.

Which of the following statements about understanding your spending habits is true: A. The first step in creating a financial plan B. A key aspect in exceeding financial goals C. A key aspect of opening a bank account D. The last step in creating a financial plan

Which of the following statements is true about consensus building: A. The agreed upon option is not always each person's first choice. B. In most cases, consensus allows for a minority to rule. C. Each group member's opinion is less important than the leader's opinion. D. Consensus can be reached without everyone's agreement.

Which of the following statements is true about the timeliness of research information: A. A company that uses out-of-date research data may make poor business decisions. B. Timely information is usually relevant to the problem or situation at hand. C. Timely information that is obtained from online sources is usually accurate. D. Older information that is obtained from secondary sources lacks credibility.

Which of the following statements is true about the use of computer-coded frequent-shopper cards: A. Cardholders receive better discounts on certain products than non-cardholders. B. Non-cardholders pay service fees to obtain the lower prices that cardholders pay. C. Non-cardholders receive reward points rather than price discounts. D. Frequent-shopper cards serve as incentives for customers to buy from other businesses.

Which of the following statements is true regarding the use of diaries as a marketing-research collection method: A. Diaries record repetitive behaviors that occur at frequent intervals. B. Diaries primarily provide quantitative information for researchers. C. The disadvantage to using diaries is that they do not provide in-depth information. D. The advantage to using diaries is that information can be easily tabulated.

Why do businesses try to build a clientele? A. Leads to repeat business B. Gives the business a new image C. Attracts well-to-do customers D. Provides continuing sources of new workers

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

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

Writing key points on notecards and then placing the cards in order of their importance is one way to A. organize information. B. access files. C. revise facts. D. verify accuracy.

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

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

. 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

A business can enhance its customer-service levels after the sales transaction has occurred by A. arranging financing and suggestion selling. B. offering training programs and providing technical support. C. providing product information and generating referrals. D. checking inventory status and advertising product specials.

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

A business introduces a new product to mid-sized cities in the southeastern section of the country. The business monitors the product's sales to determine if it should introduce the product nationwide. What marketing-research method is the business using? A. Observation B. Test marketing C. Consumer panel D. Survey

A business might choose to participate in a regional trade show instead of a national trade show because regional trade shows A. attract more attendees than national trade shows. B. are usually less expensive than national trade shows. C. are usually held at desirable destinations. D. generate a large portion of the business's annual sales income.

A business should decide at the beginning of a marketing-research project how much it can afford to spend in order to A. tell the researcher when to stop the project. B. narrow the focus of the research if necessary. C. cut the project in half if that is all it can afford. D. skip some of the research steps if it needs to save time.

A business should strive to keep its cash conversion cycle as short as possible so it A. can earn dividends. B. has cash available to use. C. can increase its profit margin. D. has fewer liquid assets.

A business that wants to obtain a lot of publicity about a new product should send a formal announcement to an external audience, such as the A. managers. B. media. C. employees. D. board of directors.

A business's finance function may be compromised by groupthink because the practice is likely to A. provoke conflict because it encourages others to express their opinions. B. pressure employees to conform under questionable circumstances. C. hinder consensus building in favor of individuality. D. take a lot of time to evaluate problems to make ethical business decisions.

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 consumer advantage of cooling-off laws is that it allows A. sellers an unlimited time frame to file a lawsuit if the buyers back out of the sales contract. B. buyers a limited amount of time to withdraw from a purchase agreement without penalty. C. buyers to withdraw from the purchase agreement but must pay high fines to the sellers. D. sellers to withdraw from the purchase agreement but must pay high fines to the government.

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

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 primary reason that businesses expand their operations in foreign countries is to A. eliminate tax obligations. B. increase revenues. C. condense their market shares. D. promote environmental issues.

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

A purchasing manager is most likely to send a request for quotation (RFQ) to obtain bids from vendors when A. the volume is low. B. there are many qualified sellers. C. the company has a preferred supplier. D. there is a short lead time.

A reason that many companies update or alter existing products is to A. be able to plan production quantities. B. make them competitive with similar products. C. create new products to put on the market. D. use a familiar production process.

A retailer advertises discounted prices for certain items in a local newspaper and deliberately does not change the prices of the items in its computer system during the sale. As a result, customers were charged the original prices at the point of sale. This deceptive pricing practice is called A. price discrimination. B. scanner fraud. C. collusion. D. dumping.

A salesperson tells a customer, "Mrs. Wentworth, not only does this e-reader provide you the ability to read and store written literature, but its WiFi capabilities allow you to download and listen to audio books and surf the Internet." What feature-benefit is the salesperson communicating to the customer? A. Construction and materials B. Product uses C. Durability D. Appearance and style

According to Maslow's Hierarchy of Needs, which of the following needs is satisfied when a person purchases products that meet his/her most basic needs: A. Esteem C. Safety B. Physiological D. Social

Accountants are legally required to follow established guidelines when preparing financial documents to ensure that the information presented is A. transparent and subjective. B. clear and consistent. C. subjective and consistent. D. irrational and clear.

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.

Alexandria has been using Look-So-Good cosmetics for several years and would not consider changing brands. In fact, Alexandria likes the cosmetics so much that she has become an advocate for the cosmetic company. She tells everyone about the features and benefits of Look-So-Good products, and encourages them to try the cosmetics. What type of word-of-mouth marketing is Alexandria using? A. Mobile marketing B. Organic marketing C. Shill marketing D. Virtual marketing

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.

An apartment building is an example of a(n) __________ investment. A. lending B. ownership C. realistic D. domestic

An employer may be liable for an employee's tort when the employee's actions occur A. under emotional stress. B. within the scope of his/her employment. C. within normal operating hours. D. without the employer's knowledge.

An example of governmental change would be a change in A. a person's occupation. B. highway speed limits. C. the price of goods. D. the use of automation.

An individual who lives by an established set of personal ethics is said to have A. apathy. B. integrity. C. bravery. D. intelligence.

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 Carlos considered the vehicle's reliability ratings, gas-mileage savings, and warranty before he decided to purchase his new car, his motives were based on A. his loyalty to the brand. B. facts. C. his desire for status. D. intuition.

Because Jasmine is an outside sales representative, she spends a lot of her time driving her car to call on her clients at their offices. What form of technology may help Jasmine avoid traffic jams and prevent her from getting lost? A. Automated personal planner B. Global positioning system C. Electronic data interchange D. Business analysis software

Because the company's president was impressed with Ed's willingness to accept additional tasks and carry them out without a lot of direction, s/he promoted Ed to a management position. What personal trait does Ed possess that helped him advance in his career? A. Courage B. Initiative C. Self-confidence D. Self-control

Before sending a professional e-mail message to a business associate, a businessperson should A. code the message's importance as "high priority." B. proofread the message for spelling and grammatical errors. C. make sure that the message is typed in capital letters. D. insert a vague statement in the message subject line.

Ben recently purchased a cellular telephone. The manufacturer provided a form and a special code with the telephone's packaging. Ben completed the form, copied his sales receipt, and mailed these items back to the manufacturer along with the part of the packaging that contained the special code. Within six weeks, Ben received a $50 check from the telephone manufacturer. What type of sales-promotion technique was used? A. Coupon B. Rebate C. Sweepstakes D. Warranty

Businesses are affected by social factors in the external environment because A. every business creates consumer products. B. customer needs are affected by these factors as well. C. a business cannot survive without social networking. D. customers no longer value quality.

Businesses can retrieve external marketing data by accessing A. computer-generated sales reports. B. web-based information services. C. accounts receivable summaries. D. inventory management records.

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.

By continuously monitoring internal marketing information, a business is often able to A. investigate competitors. B. identify problems. C. evaluate market share. D. analyze economic changes.

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

Companies A, B, and C sell similar products. Together, they recently decided to sell their products for the same price. In what unethical activity are the businesses engaging? A. Bait-and-switch C. Loss-leader pricing B. Price fixing A business might reduce a product's price during the growth phase of the product's life cycle because A. the product tends to attract early adopters during this phase of the life cycle. B. the business wants to recover its research and development costs. C. it can lower advertising costs since the product has a loyal customer base. D. competitors have introduced similar products to the marketplace. D. Gray markets

Computer manufacturers sell their products through retailers, such as Best Buy. This is an example of the __________ function of marketing. A. promotion B. channel management C. pricing D. product/service management

Determine if the following statement is true or false: The primary purpose of quality-control measures is to evaluate employee efficiency levels. A. False—the primary purpose of quality-control measures is to evaluate the degree of excellence of goods and services. B. False—businesses also use quality-control measures to evaluate products, processes, and other business functions. C. True—businesses must evaluate their employees' performance to ensure that they are producing high-quality goods and services. D. True—employees perform the work, so they are responsible for developing and implementing product-quality measures.

During a staff meeting, the sales manager said, "I want to take a moment to thank Sophie for coordinating the behind-the-scenes efforts that have helped us land the Grisham account. I really appreciate her contribution to the company." What type of motivation is the sales manager providing Sophie? A. Award-based incentive B. Performance recognition C. Improvement feedback D. Feed-forward input

During lunch in the company's cafeteria, McKenzie overheard her coworker, Abby tell Kyle that she has a job interview with another firm next week. To respect Abby's privacy, McKenzie should A. drop vague hints to her supervisor that Abby is unhappy and looking for another job. B. keep the information to herself and not say anything to anyone. C. promise Kyle that she will not tell anyone about his conversation with Abby. D. tell Abby that she overheard the conversation, and assure Abby that her secret is safe.

Ebony is creating her résumé to send to potential employers. Which of the following should Ebony do when describing her work experience: A. List the technical training that she has received B. Briefly describe her previous job responsibilities C. Clearly explain her work interests and career goals D. Provide her complete address and telephone information

Effective note-taking involves summarizing key concepts in ways that A. reflect proper punctuation and grammar. B. are meaningful to the note-taker. C. make sense to the speaker. D. include personal opinion and bias.

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

Employees can reinforce their company's positive image by A. developing a broad product/service mix. B. delivering on the company's brand promise. C. sharing its intellectual property with competitors. D. advocating prestige pricing and price skimming.

Employees who are unable to manage their time effectively often experience A. decreased pressure. B. increased stress. C. increased self-esteem. D. decreased tension.

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.

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

Governments that have passed "do not call" laws are restricting promotional activities related to A. contests. B. telemarketing. C. Internet downloads. D. direct mail.

How can a business build its customers' trust and communicate its commitment to ethical practices? A. Develop liberal business policies 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.

In its marketing plan, ROKE Athletic Shoes states that it wants to increase its market share for 25- to 40- year-old professional females by six percent in the next eight months. ROKE's marketing objective is related to A. changes in market delivery. B. its target market. C. product. D. promotion.

In relation to career success, it important for individuals to assess their strengths and weaknesses so they can A. change their personalities. B. apply their talents where they are best used. C. improve their relationships with friends. D. eliminate conflict.

In the past several years, Jenny noticed that many younger people have moved from her town to larger cities and that a large segment of the town's citizens are reaching retirement age. Jenny realized a need for a variety of home-health care services for the town's senior citizens. What factor presented Jenny with this product opportunity? A. Personal attitudes B. Demographic changes C. Geographic limitations D. Economic resources

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.

Jason is a salesperson who has just landed an appointment with a prospective client who has the potential to provide Jason's company with a lot of business. Jason wants to make sure he is well prepared for his meeting and presentation, so he decides that he needs to obtain information about the client. How can Jason quickly and effectively use technology to learn about the prospective client's business? A. Telephone the prospective client's vendors B. Review the prospective client's web site C. Access the prospective client's Intranet D. Send e-mail inquires to the prospective client's employees

Jordan takes time to follow up with his clients on a regular basis and lets them know about new product releases and updates. He makes sure that he answers his clients' questions and resolves their problems quickly. Jordan is carrying out activities that relate to A. product/service management. B. customer relationship management. C. human resource management. D. business operations management.

Julianne is going to a chamber-of-commerce luncheon where she will meet several important business leaders in her community. What is the most appropriate clothing for Julianne to wear? A. Colorful blouse, short skirt, and sandals B. Dark pantsuit, blouse, and low-heel shoes C. Casual pants, long-sleeve t-shirt, and athletic shoes D. Black, sequin dress; short jacket; and high-heel shoes

Kevin is a salesperson for the Branson Company. A customer asks Kevin for specific warranty information about a new product that Branson recently started selling. Which of the following is the quickest, most reliable source for Kevin to use to obtain the desired information: A. Customers who already own the product B. The manufacturer's product literature C. Branson's newspaper advertisement D. The display model of the product

LMN Company is losing market share to the RST Corporation. LMN can quickly obtain useful information about the RST's product offerings by A. analyzing economic reports. B. visiting RST's web site. C. obtaining feedback from RST's employees. D. evaluating industry standards.

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

Many presentation software programs allow users to A. copyright their graphics. B. include voice narration. C. calculate numerical data. D. analyze organizational progress.

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. Judgment

One advantage of using the Internet for promotional purposes is that A. consumer privacy is secure. B. information is available on demand. C. it can reach less affluent markets. D. businesses don't need to target markets.

One aspect of coordinating channel management with pricing activities involves A. implementing accounting policies. B. setting appropriate prices. C. earning high profits. D. developing product standards.

One of the disadvantages of using nonverbal communication is that it A. is not a common form of communication. B. may not be interpreted accurately. C. is not considered courteous. D. may not be noticed by the listener.

One of the first steps a business takes in developing a promotional plan is to A. design the advertising message. B. identify the target market. C. prepare an expense budget. D. evaluate the feedback.

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.

One way that the use of technology benefits the operations process is by A. automating the work force. B. computerizing the purchasing function. C. developing a robotics plan. D. organizing a conveyor system.`

One way to provide good customer service is to have sufficient inventory available when the customers A. request product specifications. B. place their orders. C. return samples. D. submit a quotation request.

Rick believes that employees who are close to retirement lack the basic computer skills that the company's young new hires have. Rick is stereotyping individuals on the basis of A. gender. B. age. C. politics. D. nationality.

Rumors were flying at Bennett Corporation that the company was planning staff layoffs. Management did not address the issue with employees, so the work environment became tense and distrustful. This is an example of how grapevine communication can A. prepare employees for changes. B. generate fear in the workplace. C. enhance the company's image. D. influence the company's policies.

Samantha manages the marketing department for a large company and has just hired a new employee to run the company's cooperative advertising program. The most appropriate way for Samantha to advise staff members that a new employee will be joining their team is by A. writing a news article for the company's semi-annual newsletter. B. making an announcement during the weekly departmental meeting. C. posting a short message on her personal weblog. D. sending a personalized text message to each employee in the department.

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.

Text that continues or clarifies the thought expressed in the print ad's headline is referred to as the A. tag line. B. subhead. C. identification. D. white space.

The Zip-N-Go Mobility Scooter Company recently launched an advertising campaign for its Model ZP2 scooter. One of the company's advertisements shows frail, feeble senior citizens riding the scooters at a rehabilitation center. What concept is the advertisement reinforcing? A. Ethnic bias B. Age stereotypes C. Cultural puffery D. Social norms

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 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' operations activities is that service providers produce __________ outputs. A. expensive B. intangible C. useful D. tangible

The exchange rate of a nation's currency is most likely to decrease when the nation A. exports more than it imports. B. experiences political instability. C. carries a low level of debt. D. limits the amount of money it prints.

The main reason many individuals resist change is A. decisiveness. 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 all the steps are completed.

The primary reason for developing a marketing-research brief is to A. summarize the raw data. B. clarify the purpose of the research. C. identify changes in the marketplace. D. explain the survey's rating scale.

The receptionist at a medical practice schedules patients' appointments for Dr. Langdon. Typically, Dr. Langdon needs 15 minutes for a sick-patient visit and 30 minutes for a well-patient's annual check-up. This is an example of a service standard related to A. quality. B. time. C. cost. D. regulations.

To determine the types of information that the business needs to operate, it is often beneficial to A. upgrade the computer network. B. obtain employees' input. C. develop a production schedule. D. revise business's goals.

To evaluate an Internet source, what aspect would you consider when assessing whether its information is clearly laid out so that it is easy to read? A. Relevance B. Presentation C. Objectivity D. Timeliness

To identify product opportunities, Corrine tries to make connections between two unrelated items, which is an example of A. idea testing. B. creative thinking. C. decision making. D. problem solving.

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 activity might be viewed as unethical selling behavior? A. Asking for sales leads B. Giving gifts to customers C. Allowing customers to try a product D. Holding sales events

What can a business do to determine why sales for its mid-priced product line have been steadily declining over the past year? A. Increase advertising efforts to reinforce brand awareness B. Conduct discovery-oriented marketing research C. Determine ways in which the business can reach new markets D. Monitor its customers' online shopping behavior

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

What does a businessperson need to do when preparing for an upcoming negotiation? A. Develop a strategy that avoids conflict B. Analyze the other person's position C. Embrace an all or nothing attitude D. Adopt an aggressive negotiating style

What form of technology are salespeople using that eliminates the need to carry a laptop and personal data assistant while making sales calls? A. Pager B. Smartphone C. Micro kiosk D. Router

What interactive communication channel do businesses use to share company information with their various publics? A. Faxes B. Blogs C. Publications D. DVDs

What is the importance of the computer hard drive in a computer system? A. It facilitates the computer's audio transmissions. B. It permanently stores the computer program files and data. C. It allows the user to view the computer data. D. It transmits power to other computer devices.

What is the term for higher levels of output resulting from putting more workers on the job? A. Return on revenue B. Increasing returns C. Return on input D. Marginal returns

What is true about personal vision? A. Realistic visions are based on mission statements. B. Good visions have permanent results. C. Specific goals are necessary to determine your vision. D. Achievable visions are time bound.

What might employees read in order to learn about new trends and technology in a specific industry? A. News magazine B. Trade journal C. Annual report D. Daily newspaper

What presentation software function allows the user to move and change the order of existing slides? A. Transition B. Slide sorter C. Promote paragraph D. Note master

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

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

What type of unethical advertising is being used when a television commercial convinces consumers that they can avoid serious illness by using a particular product? A. Stereotyping B. Fear-based C. Gender bias D. Puffery

When Armand is comparing his checkbook balance with his bank statement, he must make sure that he has subtracted the ____________ from his checkbook. A. accumulated interest B. transaction fees C. payroll deposits D. check numbers

When Madeline saw that a customer had slipped an iPad in his backpack and began to walk toward the store's exit, she immediately notified the police officer who was guarding the door. What was Madeline doing? A. Setting the alarm system B. Following security procedures C. Accusing a witness of theft D. Revealing confidential information

When a company's promotional activities focus on pointing out differences between its well-established product and competing products, the product is in the __________ stage of its life cycle. A. growth B. maturity C. declining D. introductory

When a customer brought back a coffee maker without a sales receipt, Tallman's department store applied the current selling price of the item to a gift card for the customer to use in the store. This is an example of a(n) ___________ policy. A. discount B. return C. terms-of-sale D. guarantee

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 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 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 developing an executive summary for a written report, the writer should include A. all supporting evidence. B. the most important points. C. technical jargon. D. mostly background information.

When managing a project, the first activity is for the project leader to A. develop a schedule. B. set goals. C. negotiate terms. D. monitor progress.

When positioning a corporate brand, what is a marketer trying to determine by comparing the company's own product attributes with those of the competition? A. Causes of risk B. Points of difference C. Areas of concern D. Frames of reference

When positioning its corporate brand, it is important for a company to evaluate its competitors so it can determine A. profit margins. B. points of difference. C. managerial styles. D. support services.

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 is the most effective way for an employee to communicate interest in providing good service to customers? A. Informal product demonstration B. Body language C. Social status D. Closing statements

Which of the following are communication channels that businesses often use when engaging in the push promotion strategy: A. Mass advertising and trade shows B. Trade advertising and trade shows C. Trade advertising and pricing D. Mass advertising and coupons

Which of the following are internal factors that affect the way a business uses promotional tools: A. Price and competition B. Product and price C. Demand and product D. Place and demand

Which of the following are touch points that a successful company often uses to communicate its corporate brand to its target market: A. Employees, sales staff, and compensation policies B. Company web site, sales calls, and trade shows C. Trade shows, sales reports, and employees D. Sales calls, company web site, and marketing audits

Which of the following financial services providers is most likely to provide a small, local coffee shop with business loans, checking and savings accounts, and overdraft protection: A. Eastern Region Investment Bank B. Marley and Winston Commercial Bank C. Walker, Steinbrenner, and Houghton, CPA Firm D. Allen and Mellon Brokerage Firm

Which of the following is a characteristic of individuals who have self-confidence: A. Taking few risks because of a fear of doing something wrong B. Realizing that mistakes are a part of personal growth C. Exhibiting aggressive behavior when expressing opinions D. Being overly concerned with what others think

Which of the following is a characteristic of private enterprise that enables consumers to buy quality products at fair prices: A. Unlimited resources B. Competition C. Inflation D. Profit motive

Which of the following is a characteristic of the machine bureaucracy organizational structure: A. Decentralized decision making B. Specialization by work task C. Project-team orientation D. Resource sharing

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 disadvantage of weak currency: A. It reduces business profits. B. It makes acquiring foreign companies more expensive. C. It negatively affects the balance of trade. D. It makes buying imports less expensive.

Which of the following is a factor that affects selling policies over which a business has no control: A. Price of goods/services B. Availability of raw materials C. Quality of suppliers D. Number of employees

Which of the following is a legal factor that may affect the business environment: A. Market trends B. Wage regulations C. International tensions D. Interest rates

Which of the following is a technique that a business might use to evaluate the results of a project it completes for a customer: A. Analyze the project proposal B. Prepare a satisfaction survey C. Organize the management team D. Determine the contract criteria

Which of the following is a type of simple written report that usually is distributed to employees within a business: A. Proposal B. Memorandum C. Handbook D. Newsletter

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 of the following is an advantage of secondary research: A. It is specific to the research needs. B. Causal C. It is up to date. D. It gives marketers control of the study.

Which of the following is an example of a business that is most likely violating a safety regulation: A. Porter Manufacturing inspects its production equipment several times a month. B. The Hoffman Supply Company blocks several of its doors with furniture and boxes. C. Ingram Industries stores its combustible products in well-marked storage containers. D. A manager monitors the restaurant to ensure that no more than 200 patrons are in the building.

Which of the following is an example of a payroll deduction: A. Overtime hours B. Health insurance C. Net pay D. Pay rate

Which of the following is an example of a potentially unethical action associated with providing business information: A. Using passwords to limit employees' access to various types of business files B. Discussing specific product-development processes with external business sources C. Providing employees with information about business practices and expectations D. Implementing whistle-blowing procedures to report questionable workplace behavior

Which of the following is an example of a purchase experience touchpoint: A. Word-of-mouth B. Direct sales C. Customer satisfaction surveys D. Warranty programs

Which of the following is an example of a simple written report that a business might prepare on a regular basis: A. Results of a research study B. Minutes of a staff meeting C. Findings of a major investigation D. Analysis of a publicity campaign

Which of the following is an example of a tax that government collects from some businesses: A. Subsidy B. Excise C. Bond D. Discount

Which of the following is an example of an effective subject line for a professional email: A. New product information B. Mtg. rescheduled for 3 p.m. C. One more thing . . . D. Can we talk for a minute?

Which of the following is an example of an internal source of secondary marketing data: A. Census reports B. Warranty agreements C. Consumer blogs D. Business directories

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 often a factor that a business considers when evaluating a vendor's performance: A. Business plan B. Order accuracy C. Invoice number D. Accounting methods

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

Which of the following is the component of a questionnaire that guides respondents through the survey process: A. Leading questions B. Instructions C. Flow chart D. Coding box

Which of the following levels of managers spend most of their time staffing, directing, and controlling the day-to-day activities of the business: A. Mid-level B. First-line C. Executive D. Regional

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. Gray marketing B. Slotting allowances C. Channel strategies D. Targeted advertising

Which of the following questions is worded appropriately to ensure the researcher obtains valid responses? A. Where did you buy your computer equipment and software? B. What, if anything, did you like best about the last computer you purchased? C. What did you like best about your last computer purchase? D. Would you buy a computer at a store surrounded by other stores and lots of traffic?

Which of the following situations is an example of a public-relations activity: A. Evan coordinates an upcoming sales promotion with the company's purchasing manager. B. Jana prepares a press release about her firm's new licensing agreement with a large company. C. Colleen telephones a prospective customer to try to schedule a product demonstration. D. Eli reviews a report to determine which clients have overdue payments due on their accounts.

Which of the following statements contains the most relevant information to include in a business report about the specific market share of computer manufacturers during a particular time frame: A. In 2009, Hewett Packard shipped more computers than Dell or Apple. B. In 2009, Hewett Packard held 29.1 percent of the market share, followed by Dell, which held 21.9 percent. C. Hewett Packard, Dell, Acer, Toshiba, and Apple sold more computers in 2009 than other computer manufacturers. D. Apple Computers held the fifth highest share of the computer market in 2009.

Which of the following statements is true about express contracts: A. They are enforceable when one party is underage. B. They are stated orally or in writing. C. They are usually unilateral agreements. D. They are enforceable if the promises are illegal.

Which of the following workplace-related safety and health issues would most likely be regulated by law: A. Weight-management programs B. Storage and disposal of chemicals C. Smoking cessation support groups D. Health education information sessions

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

Who is responsible for carrying out the tactics to achieve a business's marketing strategies? A. Customers B. Employees C. Executives D. Stockholders

Why do human-resource managers often post job openings on web sites such as Monster.com and CareerBuilder.com? A. To interview applicants B. To recruit employees C. To identify needed skills D. To assess training methods

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.

Why is it important for a business to clearly communicate its budget to employees? A. So employees know when they should work overtime B. So employees are aware of their effect on the business's profits C. Because the business is legally required to disclose financial information D. Because employees need to know when they need to adjust the budget

Why is it important to build in a safety net, or padding, when identifying resources? A. To try to cut corners B. To plan for the unexpected C. To find substitutes D. To obtain financial support

Why is it sometimes difficult to be honest about strengths? A. No one likes to recognize strengths. B. We don't want to brag. C. Weaknesses are more significant than strengths. D. Few people have strengths.

A business determines that it can increase its market share 12 percent by promoting its goods and services to Hispanic females who are 18- to 34-years old. The business is segmenting the market on the basis of A. geographics. B. psychographics. C. demographics. D. behavior.

A business is mostly likely to review customer invoices from the previous year to A. execute promotions. B. evaluate ideas. C. forecast sales. D. improve service.

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

A characteristic of effective prices is that they must be A. high. B. inflexible. C. competitive. D. low.

A company discovers a way to reduce the time it takes to produce a good. This is an example of __________ innovation. A. position B. product C. process D. program

A company wants to collect information from various sources to determine if it should consider expanding to international markets. What research method should the company use, if it does not want to spend a lot of time or money to obtain the information? A. Interview B. Causal C. Exploratory D. Experimental

A customer complains that an item purchased last week does not fit properly. The real reason for returning the item is that it is too expensive. This is an example of a __________ complaint. A. service B. sincere C. hidden D. business

A decrease in the availability of raw materials is an economic risk that may result in __________ for a business. A. high interest rates B. increased regulation C. financial loss D. lower turnover

A focus on how things are done, rather than just outcomes, is known as A. continual improvement. B. lean production. C. process orientation. D. concurrent engineering.

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 hospital technician developed a system to stabilize small children when taking x-rays. The system improves the technician's ability to obtain clear x-rays more quickly because the patients cannot squirm or move around as much. The system includes visual entertainment for patients, which helps keep them calm and quiet. The system is now being used in hospitals worldwide. This is an example of a product opportunity that evolved from a A. market change. B. suggestion. C. problem. D. trend.

A local hardware store purchased a large shipment of snow shovels in November in order to prepare for winter weather. The hardware store is helping to create __________ utility. A. form B. place C. time D. possession

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 manufacturer that has 65% of the market share is pressuring its wholesalers to sign an agreement stating that they will not sell competing products. In this situation, the agreement is illegal because it A. controls resale prices. B. prohibits monopolies. C. violates antitrust laws. D. limits producers' rights.

A marketing research firm asks the participants of a study to record information for one month about the radio stations that they listen to. This is an example of acquiring marketing data from A. production diaries. B. commercial journals. C. media-use diaries. D. attitude journals.

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. branding. B. exaggeration. C. misrepresentation. D. exclusivity.

A primary factor that a business considers when deciding to participate in a trade show is the A. business's inventory levels. B. business's operating policies. C. number of expected visitors. D. cost of the concessions.

A primary reason that employers often consider hiring a person with internship experience is because it implies that the applicant possesses A. a well-rounded educational background. B. the ability to work with financial data. C. traits such as initiative and commitment. D. a network of prospective sales contacts.

A primary role of the facilitator in a group brainstorming session that is generating product ideas is to A. lead the debate. B. evaluate each idea. C. encourage participation. D. improve relationships.

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

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 salesperson says to a customer, "Mr. Michaels, I wouldn't buy from Davenport Electronics. That company buys parts for its products from sweatshops, and the items don't meet safety codes. Its products usually break within six months." In many jurisdictions, the salesperson is violating selling regulations related to A. foreign corruption. B. price discrimination. C. business defamation. D. product infringement.

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.

According to Maslow's Hierarchy of Needs Theory, buying behavior that involves the acquisition of goods and services to elevate a person's status or recognition are _____________ needs. A. self-actualization B. physiological C. esteem D. safety

According to the law of diminishing returns, what aspect of production decreases when fixed resources have reached their maximum level of efficiency? A. Lead time B. Quality C. Outputs D. Product usefulness

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

Alexandria has been using Look-So-Good cosmetics for several years and would not consider changing brands. In fact, Alexandria likes the cosmetics so much that she has become an advocate for the cosmetic company. She tells everyone about the features and benefits of Look-So-Good products, and encourages them to try the cosmetics. What type of word-of-mouth marketing is Alexandria using? A. Shill marketing B. Mobile marketing C. Organic marketing D. Virtual marketing

All employees can help maintain a safe work environment by A. replenishing supplies when they are needed. B. performing their daily duties in a timely manner. C. reporting noticeable hazards to management. D. cleaning up toxic waste when they see it.

An electronic data interchange (EDI) system facilitates a company's ability to A. test product quality. B. improve product durability. C. manage product availability. D. develop new products.

An electronics company scaled back its production of camcorders during an economic recession when the demand for them decreased. In this situation, the company adapted to market changes by A. improving the product's features. B. managing its innovation processes. C. monitoring consumer spending trends. D. gathering information about its competitors.

An employer may be liable for an employee's tort when the employee's actions occur A. within normal operating hours. B. under emotional stress. C. within the scope of his/her employment. D. without the employer's knowledge.

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

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

An individual returns a marketing-research survey that contains unanswered questions. This is an example of a(n) A. mathematical miscalculation. B. interviewer oversight. C. non-response error. D. rating mistake.

As an employee of Simpson and Associates, Kevin performs a variety of activities each day, sets his own work pace, and has the authority to make many business decisions. Kevin's job involves __________ scope and __________ depth. A. low, high B. high, low C. high, high D. low, low

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.

Brix Beauty Salon used a celebrity's name and photograph in a recent newspaper advertisement, even though the celebrity had not given Brix permission to use her name and likeness. What tort did Brix Beauty Salon commit? A. Defamation B. Wrongful interference C. Appropriation D. Conversion

Business employees who participate in group discussions should present their ideas and opinions in a(n) A. argumentative way. B. written format. C. assertive manner. D. nonverbal style.

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

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

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. Provide clients with information tracking capabilities B. Install anti-virus software to protect the computer network C. Use computer passwords to limit access to certain data D. Require the employee to submit his/her resignation

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. Provide clients with information-tracking capabilities B. Install anti-virus software to protect the computer network C. Use computer passwords to limit access to certain data D. Require the employee to submit his/her resignation

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.

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. communication

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

During which phase of a product's life cycle do its profit margins tend to narrow? A. Introduction B. Decline C. Maturity D. Growth

Elise is the public-relations director for Divine Frozen Yogurt and has assembled a packet that contains key information about the company. The packet contains a cover letter, an overview of the company, photos, recent press releases, published news articles, staff biographical information, and product brochures. Elise had developed a(n) A. creative brief. B. sponsorship program. C. media kit. D. advertising profile.

Employees' creative suggestions often result in changes that increase ___________ and reduce expenses. A. losses B. conflict C. efficiency D. costs

Ethan is a human resources manager who is attending a job fair to discuss employment opportunities with job-fair attendees. This is an example of a ___________ activity. A. sales-promotion B. training C. recruiting D. compliance

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 legal purposes, a business that collects marketing information from its online customers should A. purchase surge-protection insurance. B. develop confidential selling strategies. C. post its privacy policies on its web site. D. store the information at an insecure site.

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.

Holly, Cary, and Rick are working a project together, even though they are geographically far away from each other. They use the Internet to work on documents together, share files, and communicate quickly and easily. What type of software are Holly, Cary, and Rick using? A. Spyware B. Shareware C. Groupware D. Freeware

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 for your successes. D. it will be difficult to graduate.

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.

Indirect channels of distribution are the only channels that involve A. producers. B. industrial consumers. C. intermediaries. D. ultimate consumers.

Ingrid is able to access information from her desktop publishing software, word-processing software, and spreadsheet software at the same time on her personal computer. This is an example of an operating system with _____________ capabilities. A. multiprocessing B. multi-user C. multitasking D. multithreading

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.

Items most likely to be subject to an excise tax include A. apartment buildings and single-family homes. B. inherited items and luxury cars. C. gasoline and cigarettes. D. milk and cheese.

Jacob was nervous about making his valedictorian speech, but when he stood up to walk to the podium, the audience cheered and gave him a standing ovation, which helped him relax and enjoy the moment. What was the audience doing? A. Exhibiting unprofessional behavior B. Mocking the speaker C. Encouraging the speaker D. Engaging in passive listening

Janet is a busy advertising executive trying to balance her job, family, and social responsibilities. Four days a week, Janet runs on a treadmill for an hour. After her workouts, Janet feels relaxed and focused. Janet's exercise program helps her manage A. time. B. goals. C. stress. D. work.

Lamar Enterprises is using a trademark that looks very similar to the Seward Company's trademark. To prevent Lamar from continuing to use the trademark, Seward can take legal action by A. requiring Lamar to pay a licensing fee. B. charging Lamar with obstruction of justice. C. filing an infringement lawsuit against Lamar. D. obtaining an arrest warrant.

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

Mara, a marketing researcher, watches customers as they shop for products and writes down her impressions of the customers' behaviors. Mara is gathering _________ data by _________. A. secondary, relating B. primary, interviewing C. primary, observing D. secondary, surveying

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

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

One of the advantages of discussing career opportunities with employees in specific fields is that you often obtain information about A. placement services. B. referral programs. C. job requirements. D. industry statistics.

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

One of the benefits of negative feedback is that it A. keeps you from making mistakes. B. tells you what you are doing right. C. lets you know what is expected of you. D. makes you feel good about yourself.

One of the best ways to protect yourself against identity theft is to A. use the same password for all online financial accounts. B. pay your bills online. C. monitor your credit and bank accounts continuously. D. pay for your purchases with debit cards.

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 why human resources management is important to the success of a business is because this process is responsible for A. creating jobs for the company. B. eliminating turnover. C. staffing the business. D. reducing compensation.

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 that a manufacturer can foster positive relationships with its channel members is by A. selling directly to end users. B. encouraging a competitive culture. C. providing training programs. D. using aggressive tactics.

One way that a salesperson can provide customer service after a sale has been made is by A. using suggestion selling techniques to increase the order size. B. acquiring knowledge about competitors' products. C. ensuring that the order is processed correctly. D. providing samples so the customer can try the product.

One way to demonstrate active listening is by A. focusing your attention on distractions. B. interrupting the speaker to ask questions. C. taking steps to minimize barriers. D. concentrating only on the points that you want to hear.

Optimal pricing software takes which of the following into consideration when pricing a business's products: A. Management methods B. The income tax rate C. Consumer demand D. Opportunity costs

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

Patrick has taken his car to Parnell's auto repair shop for several years. He feels comfortable taking his car to Parnell's because the employees perform their work competently, and the business charges a reasonable fee for the work. In this situation, Patrick's buying motive is based on A. culture. B. testimonials. C. patronage. D. status.

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

Price fixing is unethical because it restricts A. tariffs. B. loss leaders. C. competition. D. unit pricing.

Product bundling is an effective method to sell goods and services because it A. provides new products with better exposure than advertising. B. allows businesses to sell unrelated items at the same time. C. creates a sense of value for the customer. D. encourages customers to comparison shop.

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

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 efficiently.

Rosa Sanchez is a Latin-American businessperson who is meeting with a potential client, Mr. Devonshire, who is from London, England. When Rosa leaned in to shake Mr. Devonshire's hand, he backed away. This is an example of a cultural issue related to A. punctuality. B. language variances. C. personal space preferences. D. appearance.

Shelly is a union member who has been having problems with management. Shelly should report her problems to her union's A. mediator. B. president. C. steward. D. arbitrator.

Size, weight, condition, and quality are often factors that government agencies consider when they A. enforce safety policies. B. establish cost standards. C. assign product grades. D. review inventory systems.

Slotting allowances are an ethical issue that businesses must consider because these types of fees can A. increase customers' choices. B. encourage high tariffs. C. discourage innovation. D. decrease channel reliability.

So that customers can make appropriate buying decisions, product labels should contain A. promotional copy. B. testimonials. C. accurate information. D. allowances.

Sophie is developing the promotional plan for her company, and is working on the section of the plan that involves forecasting the expenses associated with various promotional activities. What component of the promotional plan is Sophie working on? A. Strategy B. Executive summary C. Budget D. Situation analysis

TechnoMedia is attending a regional trade show to introduce its new tablet computer. An effective way for the company to draw traffic to its exhibit booth is by A. placing a sign with the company's name and logo on the exhibit table. B. handing out trade-show programs at the facility's entrance. C. using interactive displays that allow attendees to try the tablet. D. requiring staff to wear name badges that have a picture of the tablet on them.

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.

The primary difference between amplified word-of-mouth marketing and organic word-of-mouth marketing is that A. amplified is goods-oriented, and organic is service-oriented. B. amplified is personal, and organic is nonpersonal. C. amplified is planned, and organic is spontaneous. D. amplified is passive, and organic is interactive.

The promoters of the annual Shakespeare Festival include a statement on the back of the event ticket to the effect that they will not be responsible for harm or injury to the ticket holder. The attendees thereby agree to accept liability for their own possible risks by purchasing the ticket. What action is being taken with the risk? A. Retaining it B. Eliminating it C. Transferring it D. Avoiding it

The reason businesses usually obtain information is to apply it so that they can A. recruit employees. B. develop a database. C. accomplish a task. D. evaluate a source.

The use of electronically bar-coded price tags on goods has increased the A. transportation costs for customers. B. need for businesses to hire additional cashiers. C. number of customer self-checkout stations. D. efficiency levels of pricing software programs.

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, knows 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 build collaborative relationships in the workplace, employees should A. agree with others' opinions. B. focus on personal goals. C. be open to new ideas. D. delegate responsibilities.

To develop appealing promotional messages for a target audience, a marketer might build a profile of the typical buyer by considering demographic factors such as A. personalities, lifestyles, and location. B. lifestyles, attitudes, and income. C. age, gender, and income. D. location, attitudes, and age.

To gain a competitive advantage, a business carefully selects channel members and trains them to provide customers with superior expertise and service. This business is positioning its products by focusing on A. customization. B. product attributes. C. channel differentiation. D. quality at an exceptional value.

To reduce the risk of bribery in selling situations, it is a good idea for businesses to develop A. diversity training manuals. B. promotional budgets. C. entertainment guidelines. D. product delivery policies.

True or False: Only express warranties hold up in court. A. False; express warranties must be in writing. B. True; implied warranties cannot be verified. C. False; implied warranties are valid. D. True; only written evidence can be submitted in court.

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 communication channels is a corporation's public-relations department most likely to use to maintain positive relationships with shareholders? A. News conferences, consumer blogs, and employee manuals B. Press releases, online social networks, and print advertisements C. Newsletters, annual reports, and the company's website D. Policy manuals, commercials, and sponsorships

What communication style is most appropriate to use when you are providing a friend with personal advice? A. Judgmental B. Formal C. Empathic D. Businesslike

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 distribution method is best for a manufacturer to use when the product is complex and is difficult to install and repair? A. Selective B. Intensive C. Exclusive D. Invasive

What element of the marketing mix involves considerations such as the types of brands that the business carries and the types of support services the business offers? A. Place B. Price C. Product D. Promotion

What form of technology allows channel members to track a product's movement through the supply chain in real time? A. Supplier performance index (SPI) B. Universal product code (UPC) C. Radio frequency identification (RFID) D. Global transit mapping system (GTMS)

What information is usually best to discuss in person rather than to provide in an employment application? A. Personal references B. Job expectations C. Salary requirements D. Special qualifications

What is a business communicating when it positions a product by emphasizing the unique attributes of that product in relation to similar products marketed by competitors? A. Time utility B. Touch points C. Competitive advantage D. Superior quality

What is a negative consequence to a business that engages in the unethical practice of price gouging? A. Excessive profits B. High sales C. Poor image D. Weak competition

What is an advantage to companies that use integrated software programs? A. Integrated software reduces the need for firewalls. B. The software does not require companies to purchase licenses for multiple users. C. Users can combine information from different applications. D. Users need to exit one application before they can access another application.

What is one of a coach's most important tasks? A. Accepting change B. Caring for others C. Giving feedback D. Being honest

What is one reason that a local business would keep records of all its customer-sales transactions? A. To cancel orders B. To issue rebates C. To handle returns D. To budget expenses

What is one way businesses use computer technology to obtain information to improve their product/service mix? A. Compiling detailed databases B. Mailing questionnaires to customers C. Tracking visitors to their websites D. Preparing interactive software programs

What is the government likely to do, if it determines that a company has engaged in deceptive advertising? A. Increase the company's sales-tax rate B. Imprison the company's chief executive officer C. Require the company to place corrective advertising D. Rewrite the existing advertising copy

What is the primary goal of viral marketing? A. Managing B. Staging C. Sharing D. Manipulating

What might result if a business's merchandising budget called for purchasing more goods than customers wanted? A. Surplus profit B. Additional sales C. Increased costs D. Expanded market

What should an employee do when 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 should employees who are learning a new skill avoid doing? A. Acting safely B. Following rules C. Taking shortcuts D. Asking questions

What should the first section of an executive summary contain? A. A letter of authorization B. A recommended course of action C. A statement of the report's purpose D. An acknowledgement of the report's sponsors

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 law is violated when a supplier requires intermediaries to enter into tying agreements? A. Zoning B. Probate C. Antitrust D. Infringement

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

What type of software program do businesses use to monitor and order the items they need for resale? A. Project management B. Production scheduling C. Inventory management D. Asset depreciation

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

When Kaitlin walked into the office conference room, she saw a coworker speaking on the telephone. To respect her coworker's privacy, Kaitlin should A. cough loudly to let her coworker know that she is in the room. B. stand quietly until her coworker notices her. C. leave the room immediately and shut the door. D. shut the door and wait quietly in the room until the phone call is over.

When a business collects marketing information from its customers, what should it consider about its consumer-privacy laws? A. They relate to health-care data. B. They apply only to children. C. They vary by jurisdiction. D. They are enforceable internationally.

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

When a situation analysis reveals that a competitor's market share has steadily increased over the past year, the Franklin Electronics Company has identified an A. internal change. B. internal weakness. C. external threat. D. external strength.

When conducting an environmental scan, which of the following is an economic factor that a business should consider: A. Local demographics B. Global trade regulations C. Consumer spending habits D. Restricted sales territories

When evaluating the wording of a survey, the editor should make sure that each question contains A. clear, technical terms. B. impressive but vague language. C. simple words without jargon. D. vocabulary with dual meanings.

When reaching a consensus by a formal method, why might group members prefer to use questionnaires? A. To make sure that everyone participates B. To keep everyone's answers straight C. To remain anonymous D. To prioritize the participants' responses

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 you have the ability to communicate appropriately with teachers, work supervisors, and family members at different times, you are demonstrating adaptability in situations related to A. resource availability. B. unfamiliar conditions. C. personal interactions. D. planned changes.

When you look for supporting evidence in published materials, you are evaluating the A. margin of error. B. readability of the text. C. credibility of the sources. D. timeliness of the content.

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 is a barrier to effective listening: A. Concentration B. Empathy C. Distractions D. Open-mindedness

Which of the following is a circumstance that is most likely to cause interest rates to increase: A. Economic recession B. Low inflation C. Tight money supply D. Consistent investment spending

Which of the following is a device that helps to ensure that direct-observation research is collected in a neutral way: A. Fax machine B. Global-orientation system C. Video camera D. Computer-disk player

Which of the following is a factor used for grading products: A. Personal recommendations B. Inspection method C. Product contents D. Resource availability

Which of the following is a guideline for employees to use in communicating with coworkers: A. Be sure to share rumors and gossip with their coworkers B. Feel free to express their complaints about their jobs C. Think about what they want to say before they say it D. Use a direct approach in speaking to an angry coworker

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 question that a salesperson is most likely to ask during the reaching closure phase of a sale: A. How can I help you today, Mrs. Watson? B. Will you be using the printer to fax and copy documents? C. Would you like to use your credit card to pay for the camera? D. Would you like me to show you the features of the boat, Mr. Conrad?

Which of the following is a source of error in the research process: A. Key summary B. Interview location C. Sample design D. Project purpose

Which of the following is a source of primary market research: A. Government publications B. Search engines C. Focus groups D. Industry periodicals

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 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 type of financial-services provider: A. Taxation department B. Stock market C. Commercial bank D. Retirement community

Which of the following is an activity that a firm's public-relations department would perform to influence legislation: A. Conducting a public-relations audit B. Moderating a political debate C. Lobbying government officials D. Coordinating service projects

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

Which of the following is an example of a brand promise: A. Low credit terms are available for qualified customers until January, 2012. B. Leather sofas only $499 this weekend—buy now at Fred's Furniture Warehouse. C. Henderson Photography...uniquely capturing your special moments is our priority. D. For your convenience, four Cup O' Joe locations are open in the greater-metro area.

Which of the following is an example of a business using direct marketing: A. A restaurant placed an ad in a coupon booklet that is distributed to all residents and businesses located in the community. B. A national sporting-goods store paid $3.5 million for advertising that appeared during a televised football game. C. An online bookstore sent a personalized e-mail message that included a coupon to a customer. D. An apparel retail chain developed a seasonal catalog and posted it on the company's website.

Which of the following is an example of a customer engaging in habitual buying behavior: A. Porter conducts online research to evaluate several brands of computers and decides to purchase a Dell laptop. B. Mike goes to three automobile dealerships and test drives different vehicles to determine the one he likes best. C. Lynnette buys paper for her computer printer at the local office-supply store. D. Gabriella tells her realtor that she wants to look at three-bedroom ranch homes on the northwest side of town.

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 who is meeting his/her employer's expectations: A. Rachel sends a text message to her roommate during a meeting. B. Tom spends the first half hour of the workday chatting with Kate. C. Allison focuses on her work tasks so she can meet her deadlines. D. Calvin tells a customer about his issues with a difficult coworker.

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 planning D. Corrective action

Which of the following is an example of unethical selling behavior that directly affects employee-toemployee relationships: A. The sales staff's commissions are lower after a manager restructures the company's sales territories and sets high quotas. B. A buyer awards a major contract to a construction company after the company's vice president gave the buyer Super Bowl tickets. C. To win a departmental sales contest, a salesperson claims to have processed a sales transaction before it has been formalized. D. A salesperson does not want to lose a sale, so s/he withholds information from a prospect after being questioned about the product's performance.

Which of the following is an external threat that a company might identify while conducting a situation analysis: A. Increasing GDP B. Falling interest rates C. Rising inflation rate D. Declining unemployment

Which of the following is available to all people around the world who have access to a computer that has connectivity: A. Extranet B. Intranet C. Internet D. Broadband

Which of the following is no longer the determining factor in customers' buying decisions for many products: A. Quality B. Return policies C. Price D. Customer service

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 one of the deciding factors in determining whether an item is a consumer or industrial good: A. Price of the purchase B. How the purchase is made C. Who makes the purchase D. When the purchase is made

Which of the following is the primary benefit of keeping your personal workspace organized: A. Improved leadership skills B. Better interpersonal skills C. Higher efficiency D. Enhanced collaboration

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

Which of the following may result when products fail to meet government standards: A. Request for additional monies from consumers B. Deletion of labels from products C. Redesign of packaging D. Payments for advertisements to promote a product's problems

Which of the following questions does a well-written marketing-research brief answer: A. Can we effectively enter a new market? B. Why are sales decreasing? C. What is the purpose of the research? D. Did we achieve the desired outcome?

Which of the following research methods is an appropriate way to gather marketing information when quick responsiveness and low costs are important issues: A. Face-to-face interviews B. Test marketing C. Internet survey D. Field experiment

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 situations 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.

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 of the following statements is true about a mixed economy: A. Businesses are the primary economic decision makers, and the government controls the system. B. Individuals are the primary economic decision makers, and businesses control and regulate the system. C. Individuals and businesses are the primary economic decision makers, and the government helps regulate the system. D. The government is the primary economic decision maker and also regulates individual and business behavior.

Which of the following statements is true regarding the use of group creative-thinking techniques to facilitate the idea-generation process: A. The brainstorming technique usually generates the best ideas. B. Groups are usually more effective when each member uses mind-mapping techniques. C. Group members most often generate new ideas by altering or building upon another idea. D. The Six Thinking Hats technique is generally the most effective idea-generation technique.

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

While facilitating a brainstorming session to generate product ideas, Gavin told Amy that her idea would be too expensive to implement. What did Gavin do wrong while facilitating the brainstorming session? A. Asking for opinions B. Ignoring a group member C. Evaluating the idea D. Exceeding the time limit

While researching information for a business report, Tara reads the following statement in an online newspaper article: "Although unemployment has dropped slightly over the past few months, many politicians have indicated that they believe the government has done enough to get our country out of this recession." This is an example of information that contains A. statistics. B. historical facts. C. criticism. D. poll data.

Why do many businesses develop programs and activities to help reduce employee stress? A. To eliminate conflict B. To encourage creativity C. To maintain productivity D. To exhibit empathy

Why is it important to identify sources that provide relevant, valid written material? A. To understand business communication B. To compile a database C. To read useful information D. To prepare a routine message

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.

William is a human-resources manager who networks on a professional web site with acquaintances and former business associates for the purpose of finding new employees for his company. William is using A. a database for employee-performance reviews. B. the company intranet for interviewing candidates. C. an online networking method for recruitment purposes. D. the company blog for hiring recent college graduates.

. 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.

. 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.

A business conducts marketing research when it needs to solve a problem or when it wants to A. analyze financing options. B. increase its sales staff. C. coordinate activities. D. identify a new market opportunity.

A business has very little information about the way its customers view its new product line. Which of the following is a marketing research method that will help the business acquire a variety of perspectives and opinions in a short period of time: A. Environmental scan B. In-depth personal interview C. Service evaluation form D. Focus group

A business introduces a new product to mid-sized cities in the southeastern section of the country. The business monitors the product's sales to determine if it should introduce the product nationwide. What marketing-research method is the business using? A. Survey B. Observation C. Consumer panel D. Test marketing

A business might reduce a product's price during the growth phase of the product's life cycle because A. the product tends to attract early adopters during this phase of the life cycle. B. the business wants to recover its research and development costs. C. it can lower advertising costs since the product has a loyal customer base. D. competitors have introduced similar products to the marketplace.

A business plans to launch a new product in the next year. When developing its promotional plan, the business should A. wait to promote the new product until the research and development costs are recovered. B. redirect most of its promotional activities to the new product. C. delay setting an advertising budget until it determines how well the new product performs. D. allocate a portion of its budget to promote the new product

A business should communicate inventory needs with its vendors before a planned sales promotion to ensure that the vendors A. improve their products' quality. B. pay the necessary service fees. C. change their credit terms. D. have the products available to ship.

A business should strive to keep its cash conversion cycle as short as possible so it A. has fewer liquid assets. B. can earn dividends. C. can increase its profit margin. D. has cash available to use.

A business's selling policies are beneficial to customers when they A. maximize profitability and achieve sales goals. B. restrict the salespeople's selling activities. C. provide customers with limited credit options. D. ensure that all customers are treated fairly.

A company works with the Red Cross to help with a hurricane relief effort. What goal does this illustrate? A. Improving customer satisfaction B. Developing new products/services C. Expanding D. Supporting a cause

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 financial planner advises a client to make a high-risk investment. This is an unethical action if the A. client's objective is to avoid tax obligations. B. client asks the financial planner to make the investment. C. financial planner has reviewed the investment terms and conditions. D. financial planner's primary motive is to earn a large commission.

A jurisdiction's judicial system strives to treat all parties fairly by A. developing contracts. B. implementing flexible laws. C. interrogating witnesses. D. following legal procedure.

A local, exclusive business is having a sale. Which of the following advertising media would be most effective in promoting the sale to the business's clientele: A. Out-of-home B. Broadcast C. Magazine D. Direct mail

A manufacturer wants to ensure that each product it makes meets certain standards so that customer complaints and product returns will be kept at minimal levels. Meeting this goal depends on the part of operations known as A. inventory management. B. strategic management. C. purchasing. D. quality control.

A message which is as short and to the point as possible is referred to as A. complete. B. courteous. C. correct. D. concise.

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 positive political tactic to use to influence organizational decision making often involves A. encouraging workplace competitiveness. B. taking credit for others' work. C. associating with cynical coworkers. D. developing a support base.

A primary advantage of using internal databases to store marketing information is the ability to A. prepare formal sales presentations for customers. B. write sales letters, proposals, and promotional copy. C. produce customized questionnaires to post online. D. sort and classify different types of customer information quickly.

A primary reason for a business to interpret statistical findings is to A. influence buyers. B. promote creativity. C. increase production. D. aid decision making.

A project manager may schedule a meeting with his project team when closing the project to A. determine project priorities and processes. B. establish the project's long-term goals. C. delegate the project's tasks to team members. D. evaluate the project's successes and obstacles.

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

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

A television commercial for Antonio's Pizza Shop makes the following statement: "Our pizza contains the freshest ingredients around." This is an example of A. ambush marketing. B. collusion. C. stealth marketing. D. puffery.

A university is considering changes to its business administration degree. To obtain feedback on the idea from students, the university selects a sample of business majors who are seniors. What type of sampling did the university use? A. Cluster B. Proportionate C. Stratified random D. Simple

According to Isaac's pay stub, his total earnings before deductions are $1,425. His total deductions are $255. What is Isaac's net income? A. $1,298 B. $1,425 C. $1,680 D. $1,170

After a Korean auto manufacturer built a plant in Ames, Iowa, Kwan noticed a substantial growth of Korean residents in the area, many of whom were relocated to Ames to work for the plant. Kwan decided to import Korean goods and sell them in a small Korean specialty store near town. This is an example of a product opportunity resulting from A. advancements in technology. B. changes in travel habits. C. differences in priorities. D. shifts in population ethnicity.

After a few hours of working nonstop on a report to meet a deadline, Thomas starts to panic, wonders if he will be able to finish on time, and loses his focus. So, he decides to take a short break and go for a walk outside the office building. When he gets back to his desk, he is able to refocus and finish his report. Thomas's break helped to A. set his goals. B. prioritize his work. C. improve his skills. D. reduce his stress.

An advantage to forming collaborative partnerships with coworkers is that A. decision making tends to take less time. B. conflict among various departments usually decreases. C. discussions usually stay focused and on topic. D. different perspectives often facilitate creativity.

An author's new book is an example of a A. derivative project. B. breakthrough project. C. R&D project. D. platform project.

An effective marketing plan usually contains a section that explains the marketing A. concept. B. policy. C. risk. D. mix.

An important aspect of fulfilling a company's brand promise is to A. develop different trade characters for different market segments. B. change the company's slogan on a regular basis. C. establish different policies for different types of customers. D. use touch points to create positive customer experiences.

An insufficient cash flow is one of the main causes of A. decreased profits. B. higher prices. C. fiscal stability. D. business failure.

As a sales representative for a large distributor, you hear a lot of information from your clients about the competition. Which of the following characteristics would help you to demonstrate initiative in this situation: A. Creativity and self-understanding B. Patience and resourcefulness C. Empathy and self-control D. Alertness and assertiveness

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

Because Kevin worked late Tuesday evening to complete a report, he was the last employee to leave the building. What procedure does Kevin need to perform to protect the building from unlawful entry? A. Turn off the lights B. Log off the computer C. Lock the filing cabinet drawers D. Set the security alarm

Because the Hubert Company is not sure how to define its marketing problem, it should begin examining the issue by A. gathering primary marketing data. B. selecting a survey format. C. analyzing the sampling error. D. conducting exploratory research.

Behavior that is characterized by a willingness to ignore the rights of others and to exploit them in order to achieve personal goals is __________ behavior. A. offensive B. passive C. assertive D. aggressive

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 can determine their customers' ordering frequency by reviewing A. income statements. B. meta tags. C. stock plans. D. invoices.

Chadwell's Toy Palace is planning a "buy one, get one free" sale for some popular toys. What will the store need to do to ensure that there are enough products available to meet the changing demand? A. Send copies of the promotional literature to the store's vendors B. Hire additional warehouse staff for the duration of the sale C. Change the distribution strategy from selective to intensive D. Purchase higher quantities of the sale items in a timely manner

During one scene of a popular television show, an actor pours a box of brand-name cereal into a bowl and begins to eat it. This is an example of A. product programming. B. brand awareness. C. brand identification. D. product placement.

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

Governments that have passed "do not call" laws are restricting promotional activities related to A. direct mail. B. contests. C. Internet downloads. D. telemarketing.

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

If one U.S. dollar is equal to $1.01018 Canadian dollar, how much would you pay for a 16-gigabyte iPhone that costs $299 U.S. dollars in Canadian dollars? A. $306.05 B. $304.05 C. $300.05 D. $302.05

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 some cultures, creating relationships during business negotiations is key; in other cultures, negotiators want a signed contract. This illustrates cultural differences in negotiating A. styles. B. attitudes. C. schedules. D. goals.

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

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

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.

Invention involves generating new ideas, and innovation involves A. evaluating feasibility. B. submitting proposals. C. selecting options. D. acting on ideas.

Jane wants to find out the estimated growth potential for marketing professionals over the next 10 years. Which of the following sources will provide Jane with the most relevant and up-to-date statistics: A. Social media webinar B. Career textbook C. News magazine D. Government web site

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

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

Laura is responsible for coding the results of a marketing-research survey. While scanning the responses, the computer software flags a value that lies outside the range of possible answers. Laura will need to review the answer and determine how to best resolve the response error. What stage of the coding process is Laura performing? A. Data entry B. Editing answers C. Manual scanning D. Data cleansing

Loggins Forestry and Mill Company sells wood to Henderson Wood Products. Henderson sells the wood to Franklin Construction Company, who uses the wood to build homes and office buildings. What is the channel of distribution for the wood products? A. Agent to industrial user to retailer to consumer B. Producer to industrial user to consumer C. Agent to wholesaler to consumer D. Producer to industrial distributor to user

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. Cultural and social trends B. Legal and political factors C. Technology D. Demand w

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

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.

Office supplies, computers, steel, and signage are examples of __________ resources that might be needed for projects. A. perishable B. support C. donated D. tangible

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.

One of the reasons that teams are important to businesses is that they can increase A. procrastination. B. conflicts. C. costs. D. productivity.

One reason why it is important to coordinate the headline and illustrations in an advertisement is to make the reader A. aware of the cost involved. B. appreciate the style of layout. C. understand the company name. D. want to read the message.

One reason why the planned obsolescence of certain products often is considered an ethical issue is because of the products' short life that has an effect on the A. way that customers decide to use them. B. cost of designing and developing them. C. value of training employees to sell them. D. natural resources that are needed to produce them.

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

Packaging a product in a biodegradable or recyclable container is one way a channel member can participate in the ethical practice of A. international marketing. B. consumer protection. C. social awareness. D. green marketing.

Pick the best response: Where do product opportunities exist? A. Anywhere that people have had their needs satisfied B. Where people work C. Where people participate in their hobbies D. Anywhere there is an un- or under-met need

Reaching closure is the phase in the selling process when salespeople often need to A. identify customer reactions. B. sell product benefits. C. determine buying needs. D. answer remaining objections.

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

Since most large, industrial goods require installation, the channel of distribution most commonly used by their producers is A. producer to industrial distributor to user. B. producer to agent to retailer. C. producer to agent to industrial user. D. producer to industrial user.

Survey respondents indicated that they buy potato chips at the supermarket between three and five times per month. This is an example of A. rank. B. mode. C. mean. D. range.

The Fragrantly Yours Flower Shop determined that it sells between 35 and 50 dozen red roses each week. What measure is the flower shop using to analyze product sales? A. Mode B. Average C. Median D. Range

The SBU Company developed a survey in which respondents are provided the same number of favorable and unfavorable rating options. This is an example of survey using a ___________ scale. A. sequential B. continuous C. spliced D. balanced

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 government requires a business to stop running an advertisement that consumers find offensive. What type of remedy is the government using to enforce promotional regulations? A. Indictment B. Affirmative disclosure C. Appropriation D. Cease-and-desist order

The marketing function that best enables a company to make informed decisions about what to sell is A. promotion. B. product/service management. C. selling. D. marketing-information management.

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 primary advantage to businesses using electronic data interchange (EDI) systems in the channel management function is that the systems A. ensure that product quality standards are achieved. B. provide buyers with a greater selection of goods and services. C. allow sellers to track the transportation route of orders. D. streamline communication between buyers and sellers.

The purpose of asking the participants of a research study to maintain product diaries is to obtain marketing research about consumers' A. financial skills. B. viewing preferences. C. essential needs. D. purchasing habits.

The purpose of semantic-differential rating scales is to measure A. talent. B. behavior. C. personality. D. attitude.

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 maximize the impact of a print advertisement, the headline, copy, graphics, and signature should be coordinated to A. include humor. B. convey subliminal messages. C. communicate quality. D. create visual appeal.

To obtain experience and satisfy graduation requirements, The XYZ University arranged for Desmond to work for a local business in his specific field of study during one semester of the school year. How did Desmond obtain work experience? A. Temporary employment B. Volunteer work C. Mentorship D. Internship

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.

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.

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

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

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 component is important to include in all types of inquiry letters? A. Attention-getting title B. Personal qualifications C. Project specifications D. Contact information

What component of a marketing plan might a business use to summarize the results of its situation analysis? A. Business plan B. Executive summary C. Market share graph D. SWOT analysis chart

What data-collection method can be used to obtain product information during the point-of-purchase process? A. Statistical survey B. Photographic scanner C. Email survey D. Volume-tracking scanner

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 do businesses often develop to be able to store and analyze data for the purpose of making business decisions? A. Management policies B. Operating procedures C. Survey methods D. Information systems

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

What do lean operations involve? A. Lowering productivity to maintain quality B. Decreasing the need for skilled labor C. Cutting costs to improve the business's image D. Reducing waste throughout the entire supply chain

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

What form of currency is issued by the federal government? A. Certified notes B. Brokerage bills C. Corporate bonds D. Paper money

What form of technology helps businesses track their production supplies and resale products in real time? A. Cyber-security applications B. Integrated project planning software C. Three-dimensional drum scanner D. Radio frequency identification

What information should be included on a résumé? A. Personal goals, education, and references B. Work experience, education, and personal interests C. Contact information, political affiliation, and education D. Education, work experience, and contact information

What is an advantage of product bundling to a business? A. The business is less likely to experience cash-flow problems. B. Customers are usually satisfied with the quality of all the bundled items. C. The business usually increases its profit margins by offering deep discounts. D. Customers are less likely to buy the individual items from competitors later.

What is an advantage to businesses that use product-bundling strategies? A. Businesses usually reduce their suggestion selling and advertising efforts. B. It usually reduces the need for the business to follow up with customers. C. Businesses tend to spend less time training their employees about the products. D. It often reduces customers' comparison-shopping activities.

What is one reason why the overall unemployment rate understates the actual employment situation? A. The rate reflects regional differences. B. The rate is not seasonally adjusted. C. Underemployed people are listed. D. Discouraged workers are not included.

What is the advantage to a business that installs external surveillance cameras in prominent locations around its property? A. Eliminates the need to install alarms B. Reduces the risk of extortion C. Discourages attempted burglaries D. Prevents armed robberies

What is the benefit to a customer of buying a self-cleaning oven? A. Size B. Appearance C. Durability D. Convenience

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 appropriate closing to include in a response to a customer's e-mail inquiry for product information? A. The model 2CR is available in three colors—red, black, and white. Reply by e-mail with the color that you want. B. On behalf of LVN Industries, thank you for your order. Your confirmation number is 243597. C. We apologize for the inconvenience and will send a corrected invoice to you within 24 hours. D. Thank you for your interest in XWQ products. Please let me know if you have any additional questions.

What marketing function directly affects how well a product will sell and the amount of money the business will make? A. Channel Management B. Promotion C. Product/Service Management D. Pricing

What should accountants demonstrate when collecting accounting information and preparing financial documents? A. Empathy and flexibility B. An innovative attitude C. A collaborative mindset D. Professional integrity

What should you develop to persuade others to believe what you say? A. Listening skills B. Cultural sensitivity C. Creativity D. Personal credibility

What step can an organization take that will help it adapt quickly to changes in the marketplace? A. Overlook employee input B. Update product information C. Encourage obsolescence D. Develop contingency plans

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

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

What type of software program allows a business employee and a customer to communicate in real time from a computer by typing text? A. Call tracking B. Database C. Procurement D. Instant messaging

What type of tax is used to pay for national defense and interstate highways? A. Unemployment B. Sales C. Local property D. Federal income

When Elliot was tabulating marketing research data, he transposed some numbers as he was converting raw data into numerical values. What type of error occurred? A. Response B. Measurement C. Sampling D. Recording

When Lara purchased a sweater priced at $35.00, the dollar amount of her purchase totaled $37.43. What type of tax did Lara pay? A. Income B. Property C. Excise D. Sales

When a business sets up a Facebook account to communicate with its existing and potential customers, what technological tool is it using? A. Affiliate advertising B. Broadcast media C. Just-in-time marketing D. Social networking

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 deciding if it should participate in an industry trade show, a company should consider the number of potential contacts in relation to the company's A. pricing strategies. B. primary circulation. C. trade-in allowance. D. exhibit costs.

When implementing purchasing activities, what do businesses often establish in order to select vendors? A. Price sheets B. Contracts C. Purchase orders D. Criteria

When marketing researchers code the various responses on a questionnaire, they are __________ to each answer. A. computing a total score B. tabulating the response C. rating the agreement D. assigning a numeric value

When salespeople demonstrate the features and benefits of goods or services, they often are able to A. provide jobs for more employees. B. add usefulness to products. C. develop new and improved products. D. create desire for products.

When the LXT Audio-Book Company was founded 15 years ago, its target market was blind and visuallyimpaired individuals who enjoyed listening to nonfiction audio books. Recently, though, the company has begun marketing these same audio books as "learning solutions" for individuals with dyslexia and other learning disabilities. This is an example of __________ innovation. A. paradigm B. product C. process D. positioning

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 using mind mapping to generate product ideas, you begin by writing down the main problem or A. situational analysis. B. supporting facts. C. primary associations. D. market opportunity.

Which of the following are elements that appear in the heading of a memorandum: A. Company, to, subject, and date B. To, title, from, and date C. Date, title, to, and company D. To, from, date, and subject

Which of the following are examples of customer-related services that a business might consider when setting a product's price: A. Research, credit, and advertising B. Delivery, credit, and advertising C. Installation, advertising, and research D. Credit, delivery, and installation

Which of the following are public-relations activities: A. Identifying trends, writing press releases, and hiring new staff members B. Holding press conferences, identifying trends, and hiring new staff members C. Sponsoring events, developing new products, and distributing company newsletters D. Writing press releases, distributing company newsletters, and sponsoring events

Which of the following are types of products for which producers are most likely to use mass marketing: A. Textbooks, chewing gum, and farm equipment B. Chewing gum, local tax services, and soda C. Toothpaste, designer handbags, and textbooks D. Soda, personal computers, and toothpaste

Which of the following best describes the goal of amplified word-of-mouth: A. Improving the quality of goods and services the business offers B. Encouraging customers to provide both positive and negative feedback C. Building loyal relationships with the customers D. Providing information to activists to share with others

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. Research and development

Which of the following is a company resource that employees often analyze to ascertain policies and procedures: A. Research documents B. Sales reports C. Promotional brochures D. Training materials

Which of the following is a possible weakness associated with a secondary-data source: A. Internet accessibility B. Recent industry approval C. Reasonable purchase price D. Inconsistent collection method

Which of the following is a primary advantage of conducting a focus group to obtain marketing information: A. Moderator objectivity B. Cost effectiveness C. Limited preparation D. Discussion relevance

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 a safety procedure that businesses use to track employees who must evacuate a building during an emergency: A. Training an employee to perform CPR if others are injured B. Assigning an employee to change the smoke- alarm batteries C. Requiring employees to call managers when they arrive D. Designating a central meeting place for all employees

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 a true statement about visions: A. They are intended for the short-term future. B. They are exactly the same as dreams. C. They cannot permanently change the world. D. They require hard work and determination.

Which of the following is an aspect of channel management that impacts customer service? A. Advertising B. Taxes C. Protectionism D. Timeliness

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 is an example of formal communication in the workplace: A. Susan tells a coworker that she thinks her manager is going to be fired. B. Tessa asks Ken for his opinion about an article that she has written. C. Phil asks Mark if he has an extra product brochure that he can give to a customer. D. Melinda meets with her manager to discuss a possible promotion.

Which of the following is an example of gathering information before making a decision: A. Watching movies B. Writing letters C. Reading novels D. Asking questions

Which of the following is an example of legal tender issued by the federal government: A. Municipal bonds B. Corporate bonds C. Mutual funds D. Bank notes

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 unethical practice in relation to marketing-information management: A. Summarizing statistical data in an unusual format B. Obtaining a customer's personal data C. Implementing opt-in and opt-out e-mail policies D. Using spyware computer programs

Which of the following is an unethical situation in product/service management: A. Vincent Electronics discontinues production of a slow-moving solar calculator. B. Travis Manufacturing uses recycled materials for its product packaging. C. Donna's Dress Boutique obtains deep discounts from a new clothing designer. D. The Simpson Company embellishes the information that it places on its product labels.

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

Which of the following is the most visible element of the promotional mix: A. Personal selling B. Sales promotion C. Publicity D. Advertising

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 provides government protection of business property: A. Revenues B. Consumer-protection laws C. Economic incentives D. Patents

Which of the following situations indicates that a marketer should conduct marketing research to resolve a problem: A. Declining inflation B. Testing new products C. Monitoring competitors D. Losing market share

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.

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

While conducting a situation analysis, the CCB Company discovers that the government is planning to tighten industry regulations. As a result of the stricter regulations, the CCB Company will have to make costly operating improvements. This is an example of a(n) A. internal threat. B. external opportunity. C. internal opportunity. D. external threat.

Why do companies use brands for their products? A. To demonstrate creativity B. To charge higher prices C. To encourage materialism D. To differentiate their products

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

Writing key points on notecards and then placing the cards in order of their importance is one way to A. verify accuracy. B. access files. C. revise facts. D. organize information.

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