Test

How has the ability to travel more freely contributed to globalization?

It helps enable the spread of culture and ideas.

Which of the following is a true statement about globalization:

It involves the flow of ideas across national borders.

What component of customer relationship management often "makes or breaks" a business's program?

People

Which of the following is no longer a consideration in customers' buying decisions for many products:

Price

Which of the following is a true statement regarding the impact of religion on international trade:

Religion is more important in some cultures than in others.

Avoiding the use of slang falls under which guideline for dealing effectively with people from different cultures?

Strive to communicate clearly.

Which of the following types of information does a company need customer input to obtain:

Suggestions for new products

Which of the following is a true statement about globalization and political barriers:

The world is much more politically open than it used to be.

Which of the following is a reason a company might organize itself under the laws of a different country than those of its "home" country:

To save on taxes

Which of the following is not a main reason for businesses to expand into foreign markets:

To spread culture

Forming a joint venture reduces risk by

allowing costs to be shared.

The most common form of corruption affecting international trade is

bribery.

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

business process management.

A business can create a wholly owned subsidiary by building a facility in a foreign market or by

buying an existing firm in the market.

Globalization can be an advantage for businesses because it

can help them to cut costs for certain resources.

When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called

continuous improvement.

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture.

When people from one country/region eat and dress differently from people in another country/region, it is due to differences in

culture.

Customer relationship management increases sales and profits by increasing

customer loyalty.

A business's organizational structure can sometimes have a negative effect on customer relationship management because

different departments have different methods

The highest level of involvement in international business is

establishing a multinational firm.

George thinks his culture is superior to all other cultures. This is known as

ethnocentrism.

You pay Burger King for the right to set up a location in Barcelona under the corporate headquarters' guidance and regulation. This is an example of

franchising

Free exchange of ideas contributes to

greater business innovation.

The French-Canadian culture relies heavily on nonverbal communication to get messages across. This means it is a(n)

high-context culture.

Environmental degradation occurs because of

increased production

A society in which group ties are very loose is known as a(n)

individualist society.

The biggest communication issue for businesses engaging in international trade is

language

One of the biggest barriers that separates countries/regions is

language.

A society that focuses on future rewards and values actions such as persistence is known as a(n)

long-term oriented society.

Globalization can be a disadvantage for domestic workers when they lose their jobs due to the practice of

offshoring.

In the modern business world, a growing number of interactions between businesses and customers are taking place

online

Sonja works at a company with a very relaxed atmosphere among all the employees. This atmosphere is part of the company's

organizational culture.

In Hofstede's dimensions of national cultures, a country's acceptance of inequality is measured by its score in

power distance.

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

purchasing irrelevant technology.

Millie deals with customers from a certain country on a regular basis. When she meets people from this country in a social setting, she assumes they will be just like all her customers. This is an example of

stereotyping.

Kyle is part of a group of employees who are close friends and like to spend their lunch hours together, eating or playing cards. This group is considered a(n

subculture.

To encourage people to buy domestic goods, a country wants foreign goods to be costlier. It imposes a tax on imported products to increase their selling prices. This tax is known as a(n)

tariff.

Many people make the mistake of thinking that customer relationship management refers solely to

technology.

The technology that has had the most influence on globalization has been

the Internet.

Customers tend to look at a business as a whole despite the number of __________ they experience.

touch points

According to Hofstede's dimensions of national cultures, a certain country has a high comfort level with insecurity and avoids having too many rules. This country would have a low score in

uncertainty avoidance.

A country that values qualities such as assertiveness and status is known as a(n)

"masculine" society.

Which of the following is an example of a customer relationship management initiative:

A "frequent-shopper" program

Which of the following examples best demonstrates the cultural dimension of indulgence v. restraint:

Companies from certain cultures make time for fun.

Which of the following is a true statement regarding the process of preparing employees to deal with people from other cultures:

Cultural training is a good way to teach employees the basic guidelines.

Of the following methods of entering a foreign market, which is the least risky?

Exporting

How has globalization affected consumers?

It has given them a bigger and better variety of products to choose from.

Which of the following is an action a business might take to address the issue of religion in another culture:

Paying attention to holidays when scheduling meetings

"Brain drain" occurs when

a country loses talented employees to better opportunities overseas.

Our economy has shifted from a service economy to a(n) __________ economy.

experience

In some cultures, creating relationships during business negotiations is key; in other cultures, negotiators want a signed contract. This illustrates cultural differences in negotiating

goals.

A clothing manufacturer in the United States allows a company in Argentina to use its name and logo in exchange for a fee and royalties. This is an example of

licensing.

A business should research corruption before it engages in trade with a particular country because it

needs to know how corruption will affect its competitiveness there.