________ may be necessary when resistance comes from a powerful source.

Negotiation ________ actively and enthusiastically support new ideas, build support, overcome resistance, and ensure that innovations are implemented. Champions of change Organizational change can be any alterations in people, structure, or technology. True Change is an organizational reality. True What category of change involves work processes, methods, and equipment? Technology When grocery stores installed scanners to read the product price, this was an example of managing what change category? Technology Assembly-line technology is changing dramatically as organizations ________. replace human labor with robots Which of the reasons for resistance to change expressed by an employee may be beneficial to the organization? change is incompatible with the interests of the organization Which of the following is an example of a variable that can foster innovation? organic structure Negotiation refers to covert attempts to influence, twisting and distorting facts, or withholding information. False How can managers increase the likelihood of making change happen successfully? increase the involvement of individual employees Computerization is a technological change that replaces people with machines. False A stress reduction program is any type of intervention designed to help employees remain healthy and fit by controlling their weight, smoking cessation and physical exercise. False One reason people resist change is that it substitutes ambiguity for uncertainty. False An innovative organizational culture is likely to have ________. tolerance of conflict Which of the reasons for resistance to change expressed by an employee may be beneficial to the organization? change is incompatible with the interests of the organization Change agent is one of the most important roles for an entrepreneur to perform. True Organizational change can be any alterations in people, structure, or technology. True In the view that with training, anyone can be creative, creativity is a fourfold process consisting of ________ incubation, inspiration, and ________.

perception; innovation Individuals who offer impractical answers to what-if questions are not stifled in an innovative organization. True Intergroup development is an activity that helps work groups set goals, develop positive interpersonal relationships, and clarify the roles and responsibilities of each team member. False The effort to assist organizational members with a planned change is referred to as organizational design. False In terms of organizational factors, one of the first ways to reduce workplace stress is to make sure that employees are appropriately matched to their jobs. True Changing human resource management activities to attract and retain registered nurses due to shortages in this field is an example of what kind of environmental change factor? labor markets All of the following are common personality characteristics of champions of change except ________. risk aversion In terms of organizational factors, one of the first ways to reduce workplace stress is to make sure that employees are appropriately matched to their jobs. True Internal forces that stimulate the need for change tend to originate primarily from the impact of external forces or from ________. the internal operations of the organization Labor markets are an internal force for change. False ________ refers to the ability to combine ideas in a unique way or to make unusual associations between ideas. Creativity Innovative organizations tend to have dissimilar cultures. False Which of the following is not an internal force of change? Technology Managers need to make sure that employees' abilities ________. match the job requirements Individuals who offer impractical answers to what-if questions are not stifled in an innovative organization. True Change threatens the investment you've already made in the status quo. True If Kraft Foods hired a consultant to decrease group friction and enhance cooperative work relationships, this would be an example of managing what change category? People

Which of the following is not a cultural variable that supports innovation? high external controls Change threatens the investment you've already made in the status quo. True For ________ to be effective, there must be mutual trust and credibility between managers and employees. Education In organizations, people who act as catalysts and assume the responsibility for managing the change process are called ________. change agents Managers' options for change essentially fall into what three categories? structure, technology, and people Any manager can be a change agent. True Any manager can be a change agent. True As change agents, managers should be motivated to initiate change because they are committed to ________. improving their organization's performance Computerization is a technological change that replaces people with machines. False ________ is using direct threats or force on those who resist change. Coercion Computerization is a technological change that replaces people with machines. False ________ is the process of taking a creative idea and turning it into a useful product, service, or method of operation. Innovation A company that decides to decentralize its sales procedures is managing what change category? Structure The moment when all prior efforts in the innovative process successfully come together is known as ________. Inspiration Research into the effect of structural variables on innovation shows that ________. the easy availability of plentiful resources provides a key building block for innovation The marketplace is an external force of change. True The three sets of variables that have been found to stimulate innovation are the organization's structure, culture, and technology. False What type of change might include a shift from a functional to a product structure? a structural design change Which of the following steps in the creativity process may take years before the idea finally "gels" and the next step occurs?

Incubation Which of the following human resource variables is supportive of organizational innovation? high job security Being a manager, with no environmental uncertainty or threat of competitors' new products, would be relatively simple without ________. organizational change Individuals who offer impractical answers to what-if questions are not stifled in an innovative organization. True Managing in the dynamic, chaotic world of global competition, organizations must create new products and services ________. and adopt state-of-the-art technology if they are to compete successfully Jim runs a plant that manufacturers cosmetics, while his brother Bill runs a plant that manufacturers basic household appliances. Which of the following benefits does Jim have over Bill? His plant can produce products with slight variations. Jeremy's company has applied for ISO 9000 certification. During the certification process Jeremy does not have to worry about an assessment of employee skill level. Jose is part of his company's production management team. The team is responsible for doing all of the following EXCEPT informing the company whether the business prospect is within the realm of the company's capabilities. Eugene owns a small hardware store that he runs with his wife. Which of the following is the BEST way for him to handle inventory control? Eyeball it Suzanne is implementing the concept of total quality management within her company. As a result, she has noticed a higher quality of products. Jeremy's company has applied for ISO 9000 certification. During the certification process Jeremy does not have to worry about an assessment of employee skill level. Which of the following will help improve customer satisfaction? Have an effective production plan Which of the following puts stock aside but does not intend to use it? Reserve stock system Which of the following is a computerized system that keeps track of how many item are sold? Radio frequency identification LDO Corp. has just been certified by the ISO 9000. Which of the following practices will make sure the company maintains high standards? Creating an internal audit A factory is planning on opening in a small town that is currently struggling economically. The townspeople should expect an improved economy.

Tabitha is asked to create a system to convert wood into bookshelves. What process is Tabitha being asked to oversee? Production management A company that manufacture pet food is interested in finding a supplier that sells cans in large quantities. Which of the following resources is NOT designed to help businesses connect with suppliers? The International Organization for Standardization All of the following are apart of customer-driven production EXCEPT the material-handling system. Michael's job involves screwing two wooden parts together and passing them along a conveyor belt to his co-worker. He is one of only twenty employees at the factory because most of the work is done by machinery. The company sells inexpensive wooden toys that are identical. Which type of production does Michael's company use? Mass production Which quality control approach involves eliminating defects by removing variations in outcomes? Statistical process control Cody's business is in financial trouble due to high production costs. This may drive customers away because of the high price of goods. Which of the following combines basic functions along with other functions, such as order taking and billing. Computer-integrated manufacturing systems Alana has important packages that need to be delivered as soon as possible. The packages are fairly small and should be handled carefully. Cost is not an issue. Which method of transportation should Alana use? Air transport Stephen works for a bike manufacturer that is interested in finding suppliers for small parts. Which of the following represents the second step in finding a supplier? Stephen researches suppliers that sell the parts he is interested in buying. Gus owns a warehouse that sells all natural granite and marble. Which of the following transportation factors should he consider before opening another warehouse? Cost of transporting raw materials Jose is part of his company's production management team. The team is responsible for doing all of the following EXCEPT informing the company whether the business prospect is within the realm of the company's capabilities. To ensure that a product provides value, production managers must successfully develop and carry out a(n)

production plan. Brian's company uses a flexible manufacturing system. Due to a processing error, Brian needs to redirect a product part to another machine. Which of the following components will he use to make the change? Central computer Which of the following refers to the integration of the computer-aided design and computer-aided manufacturing systems with the aspects of a firm's production process? Simultaneous engineering The ________ schedule for the project is inspection then assembly. sequencing Sweet Tooth manufactures chocolate candy. A few weeks ago the management team purchased industrial robots to take over the production of its candy. Which of the following changes should management likely observe? Increased productivity A flexible manufacturing system is different from a mass-production system because a flexible manufacturing system can adapt to changes in schedules and product specifications. Ben is hoping to outsource some of his production to a local supplier. He is going through the process of choosing a supplier. At which point in the decision-making process should Ben decide which supplier to use? When all information is gathered and only the strongest suppliers are left Which of the following computer-based programs lets a manager know what resources are needed by a particular date to fill an order on time? Materials requirement planning Which of the following will help improve customer satisfaction? Have an effective production plan A manager arranging operational tasks into a program evaluation and review technique (PERT) chart can achieve all of the following EXCEPT predicting project completion times. Helen is managing several machines at the plant were she works. Suddenly, the conveyor belt that transfers materials to the individual machines stops suddenly. Which component is MOST likely malfunctioning? Material-handling system Eugene owns a small hardware store that he runs with his wife. Which of the following is the BEST way for him to handle inventory control? Eyeball it Mass production relies on machines and automated assembly. Which of the following is a result of machines performing most of the work for a manufacturer?

Low cost Employees for an automotive factory were recently informed that the production process is going to adjust to include industrial robots. Assembly line employees should expect possible job losses. Which of the following statements demonstrates the first step in a Plan, Do, Check, Act cycle? Based on statistical data from the past 3 months, a tire company's operations department decides to try increasing the daily quota from 3 parts-per-minute (ppm) to 5 ppm in order to improve production. Which of the following does an ISO 9000 seal signify? A high quality communication system Which of the following is a major cause of delay among all modes of transportation? Bad weather Lorena plans on opening a factory near a small town in North Dakota. Before she does this, she should consider whether she can find enough workers with the necessary skills. Road transport is the BEST choice for shipping tomatoes. A program evaluation and review technique (PERT) chart is used to predict a project's timeline and duration. When implementing the total quality management approach, ________ are not responsible for the product's quality. Jane Doe stockholder Which of the following allows a project manager to see completed tasks for a project at a glance? A Gantt chart Una's company is being evaluated for International Organization for Standardization certification. Which of the following procedures is likely to take place? The company quality-assurance manuals and practices are assessed by a third-party registrar. Balboa Inc. wants to open a factory in a small town that is close to the interstate highway. Before choosing a location, the company should consider the availability of utilities. Jake & Sons relies on machines linked to a computer to assemble and inspect parts. Which of the following types of machine completes these tasks? Processing machines George's company relies on a central computer to link machines together and direct parts to the appropriate machine. Which of the following productions systems does George's company use to manufacture goods? Custom production

Joe specifies that the Buxtin 1979 machine is responsible for inspecting all of the parts for the remainder of the project. Joe is loading. Which of the following factors should a company primarily consider when deciding what to manufacture and what to purchase? Cost and quality Production managers must look for a supplier with all of the following characteristics EXCEPT prioritizing quantity over quality. Ruben & Co. uses a customer-driven production method. The sales team for Ruben & Co. gives the okay to take on a new project. Janine is given a project to manage and told when materials will be available. To schedule her project, Janine should create a schedule and determine a shipping date. If Danica is having a difficult time figuring out when to restock items and how much of an item to keep on hand, she should install a computerized inventory system. Which of the following companies should consider using a mass production system? A dog food company that produces one type of dog food A large company is implementing a new administrative structure for the entire company. Which stage of the Plan, Do, Check, Act cycle is this? Act Jake & Sons relies on machines linked to a computer to assemble and inspect parts. Which of the following types of machine completes these tasks? Processing machines Leslie is a production manager at a marketing company. She wants to maximize workpalce efficiency along with improving employee satisfaction. Which of the following factors should Leslie consider changing? Cubicle arrangement Geographic segmentation is based on which of the following? County Why did businesses begin to undertake aggressive sales tactics to sell or "push" their products during the Sales Concept Era? Competition for customers became intense. Hester Simmons found out that she doesn't have any milk in her refrigerator. She decided to go to the grocery store to purchase one later in the afternoon. At which step of the consumer buying process is Hester? Need recognition Additional payments for a product, like charges for shipping or service that the clients are not informed about are called

hidden fees. Hesser's Shoe Emporium purchased a line of sandals for their summer collection from a small firm in New York. The sandals are purchased in a business-to-business market. Psychographic segmentation in marketing means grouping possible customers who share similar lifestyles. In developing a marketing mix, which of the following would companies do? Determine the product's price Which is an example of how the Internet BEST helps small-business owners with their products? The Internet allows them to compete with larger firms to promote and sell their products online. Which is true about marketing mix? It provides products at an appropriate price. Carmen purchased a microwave oven two weeks ago. She realizes how great her microwave is and decides that she'll purchase more appliances from the same brand. Which step of the consumer buying process is Carmen in? Post-purchase evaluation Keren needs a new car because her old car broke down. She decides to examine the listings for secondhand cars and searches the Internet about the do's and don'ts of buying secondhand cars. At which step of the consumer buying process is Keren? Information search Which of the following is a good marketing objective? Sell 1,000 air conditioner units in one year In which markets do businesses purchase goods and services from other companies and organizations? Business-to-business All of these can be influenced by marketers EXCEPT personal influences. Why do businesses try to wield political influence? Because government laws and regulations significantly impact business interests Sandra is in line at the supermarket to pay for her groceries. While waiting, she saw a magazine stand near the cash register and bought a magazine. Which influenced Sandra's buying behavior? Marketing mix influences Before introducing your new product to the market, you want to find out its profitability. Which of the following questions would you MOST likely ask as you start your marketing research? "Why would there be a need for this product?" Carmen purchased a microwave oven two weeks ago. She realizes how great her microwave is and decides that she'll purchase more appliances from the same brand. Which step of the consumer buying process is Carmen in? Post-purchase evaluation How should companies price their products or services? Sufficiently high enough to cover production costs and make a profit Mr. Toffler wants to have a storytelling corner in his bookstore. He wants to know how his regular customers would respond to it. What should he do? Interview customers

Odessa Clark is in a popular shoe store in New York. She is thinking of buying red leather pumps or plain black ones. She thought the red pumps would add more flair to her outfits, but the black ones will make coordinating clothes easier. The black pumps are also cheaper. Odessa is in the ________ step of the consumer buying process. evaluation of alternatives Society as a whole benefits from effective marketing because limited resources are allotted for the production of goods and services in greatest demand. Caroline wants to sell inexpensive but good quality jeans. She wants to import these jeans from abroad, but started worrying about the price of imported products. Which marketing environment should Caroline consider with this plan? Economic In the late 1990s, the marketing concept changed the focus from finding the right customer for a product to producing the right product for a customer. Bruce Dawson has a business idea and is considering how to promote it. If he were in the 1950s, what would have been his strategy, based on the nature of this era? He would create products based on what people want. Glinda is thinking of renting an apartment in the city. She went to an open house in one of the apartment buildings and instantly liked an apartment with a view of the harbor. She immediately talked to the realtor and gave her a check that will cover three month's worth of rent. Which stage of the consumer buying process is Glinda in? Purchase or no-purchase decision Which of the following describes a good marketing plan? A clearly written marketing objective Why is there a need for companies to do market research? To determine the target market In a consumer market, buyer behavior is sometimes influenced by emotional factors. In business-to-business markets, most business purchasing agents buy products by weighing the benefits and costs in a systematic way. A company needs ________ to avoid the social costs of marketing. business ethics William, a marketing officer in the clothing shop WonderWear, suggested that the business use customer relationship management (CRM) software. Which of the following uses of the software could he include in his proposal? All of the above Core competencies refer to the advantages of a business that gives benefits to the customer and are not easily duplicated by other firms. How do researchers collect primary data when conducting marketing research? Through observation The consumer can interrupt the buying process with a no-purchase decision. The only difference between nontraditional and traditional marketing practices is the profit motive.

Successful marketing strategies increase the demand for a product, which, in turn, boosts workers' wages. Which form of product differentiation would MOST likely help American Home Appliance stand out from all the rest? Functionality Both Taylor and Carol have clothing stores that offer similar items at the same cost. Which of the following is the BEST way for Taylor to have an advantage over Carol's clothing store? Come up with new marketing ideas that Carol does not have It takes Megan an hour or so to purchase a dress, but months to buy a new car. Which influence of consumer buying behavior is shown in this example? Situational Why did the production-centered approach work for many organizations during the Production Concept Era? Because of the strong demand for products Which of the following describes a good marketing plan? A clearly written marketing objective Society as a whole benefits from effective marketing because limited resources are allotted for the production of goods and services in greatest demand. When would a product NOT be beneficial for a customer? If it can't be purchased when and where it is needed Mr. David plans to start an ice cream parlor. Which of the following steps should he consider first before marketing his product? Defining his customers Mary Pattison wants to start her own beauty salon. Before doing so, she first visited and observed various beauty salons to help her define her target market. Which of the following BEST describes what Mary Pattison did? She collected primary data. Bruce Dawson has a business idea and is considering how to promote it. If he were in the 1950s, what would have been his strategy, based on the nature of this era? He would create products based on what people want. Sandra purchased a pair of shoes from a well-known shoe store. To which type of market does Sandra belong? Consumer market Dailey's Construction purchases truckloads of cement from a cement factory in Texas. The cement factory sees to it that the cement is delivered every 15th and 30th of the month. Dailey's Construction uses this cement in its construction sites. Which characteristic of a business-to-business market is shown in this example? Few buyers that purchase in large quantities Which of the following would MOST likely go through many distribution channels? Canned goods Kelly Parks wants to find out the right market for her clothing line, so she focuses on why consumers purchase clothes. Which of the following can she use to determine consumer motives? People's motives Why is there a need for companies to do market research?

To determine the target market Clarissa likes to write journals and frequents the local book shop to purchase special notebooks with thick pages. Tim, on the other hand, likes to put his thoughts in blogs and doesn't need these notebooks at all. Which type of influences on buyer's behavior is exemplified in this situation? Personal influences Which of the following BEST explains why a marketing mix is an important element of a marketing strategy? It helps a company design ways of satisfying customers Which factor of the marketing mix is directly motivated by profit? Price Edwin opened a garments factory in 1983. Under which era of the evolutionary marketing period does his business belong? The Marketing Concept Era Jaimie has collected a lot of books and wants to sell them. Which is the BEST way technology can help Jaimie promote or sell her books? She can open an online bookstore and use the Internet to promote and sell her books. Companies must continuously develop new products to replace older ones because most products eventually decline and may have to be withdrawn from the market. How do business owners usually start the product development stage? Ideas are analyzed further and a prototype product is created. Mr. Wilde is responsible for marketing Classic Furniture and in raising their products' perceived value to customers. He also proposes new products or improvements on current ones. Which kind of manager would he probably be? Brand manager A product's profits are high in the ________ of the product life cycle. maturity stage Mrs. Chua owns a grocery store. During the first quarter of the year, she advertised a sale price on several goods. She was hopeful that more buyers would come to her store and purchase other, more profitable items while they scouted for the bargains. This situation reflects which of the following pricing objectives? Building traffic If a person who runs a catering business purchases a set of kitchen utensils for his or her business, then the utensils would be a business-to-business product. A company wants to create a new product line of cosmetics, but they are not sure what kind of cosmetics to create. To create a successful cosmetic line, the company must know what the customers want. Which product has no brand at all and may mimic a branded product? Generic brand Companies must constantly tweak prices to remain ________. competitive Lumber, cement, drywall, and electrical wire for a house are all examples of component parts. Which of the following is the objective of "idea screening"?

Eliminate concepts that won't work before wasting resources on their development A company should do the following if a product is already in the declining stage EXCEPT distribute product extensively. Chelsea's is a coffee shop that has started to carry cakes and pastries in an effort to expand. This is called ________ for its business. creating new market A company producing table linens offers placemats and coasters in unique colors and shapes, making them stand out from their competitors' similar products. This is an example of product differentiation. Which of the following refers to products buyers don't usually think about buying, don't know exist, or buy only when a specific problem arises? Unsought goods A car manufacturing company is known to sell their luxury cars at very high prices, hoping that its customers will associate high prices with high quality. The company's objective is to create an image. Isabelle owns a little stall that sells fruit juices. She keeps getting suggestions from customers on the type of beverages she could sell, so she starts brainstorming the type of new juices she could create. Which step of the new product development process is Isabelle in? Idea generation Which of the following would marketing services for a plumbing company be considered? Specialized professional services Which of the following is NOT a reason why high-quality products cost companies less? Higher-quality products have popular brand names and are made by known companies. It is Monique's responsibility to determine the production level for which total revenue is just enough to cover total costs. What is she in charge of performing? Break-even analysis The degree to which customers consistently prefer one brand over all others is called brand loyalty. How can a business tell if it has effectively branded its products? A customer will know the product brand just by seeing the company logo. An eyewear manufacturing company realized that the top sellers among their products are scratch-resistant sunglasses that have polarized optics. Therefore, they differentiate their sunglasses from competing products by labeling them "scratch resistant and with polarized optics." The target market for such product becomes narrowly defined. This is an example of evaluating sales. A company that manufactures portable outdoor sinks has launched a new product that targets gardeners. The company charges the lowest possible price for its latest product, aiming to build market share for the product quickly. This strategy is called penetration pricing. A firm that manufactures a wide variety of electronic interconnection devices is struggling to build a customer base. It decided to set prices for its products to generate just enough revenues to cover costs. The company is aiming to survive.

A first-class hotel offers discounted prices for their luxury rooms every second Wednesday of the month. Another travel inn offers special deals on room accommodations during the rainy spring season. These are examples of price discrimination. Wilsons, a local grocery store, produces its own line of artisan breads to sell alongside similar brands of bread. What kind of brand is Wilsons' bread? Generic brand Lumber, cement, drywall, and electrical wire for a house are all examples of component parts. A firm that manufactures electric gutter cleaning tools has created a new product and is all set to introduce it to the market. The firm initially charges a high price for the new product and plans to lower the price over time. The strategy that the company uses is called price skimming. A customer has bought a laptop from a computer store. The customer got a partial refund from the store for the purchase of the laptop after mailing in a coupon. This partial refund is called rebate. Which of the following is NOT a reason why high-quality products cost companies less? Higher-quality products have popular brand names and are made by known companies. A company that assembles furniture would need to first buy the ________, which are the basic inputs that become part of a finished good. raw and processed materials Which of the following is the practice of charging a price just below a whole number to give the appearance of a significantly lower price? Psychological pricing Which of the following plays an important role in achieving a company's goal of making its products memorable and appealing? Branding How do business owners usually start the product development stage? Ideas are analyzed further and a prototype product is created. Which of the following estimates the value customers receive from a product and therefore the price they are willing to pay, and then subtracts an acceptable profit margin to obtain a desired cost? Target costing Emma is designing a prototype toy for toddlers. She uses a computer to improve the design to make a better prototype for the product. Which step of the new product development process is Emma's company in? Product development How do business owners usually start the product development stage? Ideas are analyzed further and a prototype product is created. Why do manufacturers label their products? To inform customers about their products and thus persuade them to purchase them Mayo Mobile has developed new mobile phones that are doing well in the market. They are currently pricing their newest phone to match their competitors' products. In which stage of the product life cycle model is their mobile phone?

Declining stage Most people consider The Big Scoop's ice cream the best in town, with friendly service and good value. Which of the following is this an example of? Brand association Functional Fashions is known for their high-quality clothing line for men. When they offered women's clothing, the line quickly became a hit, even though some items were sold at prices higher than those of their competitors. Which of the following statements BEST explains this branding benefit? Branding helps sellers promote new sales and repeat purchases of their products. Which of the following is a market that is controlled by one dominating firm and possesses the greatest price-setting ability because there is no competition? Monopoly Which product has no brand at all and may mimic a branded product? Generic brand If a homeowner purchases a set of kitchen utensils for personal use, then the utensils would be a consumer product. What is the objective of status quo pricing? To match competitors' prices, possibly to avoid a price war that could be damaging to everyone Which of the following refers to marketing a product using the same brand-name image in a different product category? Brand extension Which of the following refers to the overall value of a brand's strength in the market? Brand equity How can a business tell if it has effectively branded its products? A customer will know the product brand just by seeing the company logo. Coca-Cola switching from six-ounce glass bottles to eight-ounce cans is an example of repackaging. A company should do the following if a product is already in the declining stage EXCEPT distribute product extensively. The following are characteristics of high-quality products EXCEPT produced in high quantities. What is one way ideas for new products or improved versions of existing products are often obtained? By listening closely to customers or focus groups The degree to which customers consistently prefer one brand over all others is called brand loyalty. Which statement BEST explains why concept testing is important? Business owners must come up with the best total product offering. A manufacturer of commercial airplanes has solicited opinions and suggestions from the public to improve the company's services. After listening carefully to public concerns and interests, the firm needs to do all of the following EXCEPT ignore the suggestions that would be costly. Which of the following exemplifies an effective marketing objective? We aim to increase sales by 15%.

A retail store carries a wide selection of designer handbags. This is the only merchandise they carry. This store can be classified as a specialty store. The marketing team of Patterson and Sons, Inc., already determined the budget for its new promotional campaign. Following the steps involved in a promotional mix, which of the following should the team do next? Implement the promotional campaign What businesses are independently owned and are also known as mill supply firms? Merchant wholesalers Developing a public relations plan begins with evaluating perceptions of the organization. Roger is highly skilled at creative selling. As a result, he would likely be most effective as a(n) order getter. Anika wants to go to Paris on a tour. She went to an online travel agency and purchased a plane ticket to Paris. Which kind of distribution channel is exemplified in this situation? Producer to agent/broker to consumer What businesses are independently owned and are also known as mill supply firms? Merchant wholesalers Mayan Company, a leading distributor of ceramic tiles, decreased customer service when it lowered distribution costs by closing some distribution centers. However, this caused lower deliveries and lower inventory levels. What should be the first goal of any physical distribution system given these tradeoffs? Determine the desired level of customer service A corporation publishes a brochure highlighting their community service initiatives. Within the context of public relations, this exemplifies a controlled message. Which of the following promotional tools is commonly used by large corporations to convince consumers about a company's commitment in fulfilling its social responsibility? Public relations Nicholas Preston gives his clients a report detailing which goods are the best, including their prices and availability in the market. He sees to it that products are sent to buyers on time and pass the standards. Which of the following is Nicholas's MOST likely job title? Purchasing agent Audrey was chosen as the winner of a $1,000-cash prize for buying a brand of liquid soap. Which consumer sales promotion tool is being used by the company in this instance? Contests and sweepstakes Lim's Hardware purchases products from a wholesaler in Chinatown, which buys their products from factories in China. Karla purchased a drill from Lim's Hardware recently. Which kind of distribution channel did the drill pass through? Producer-wholesaler-retailer-consumer Salespeople most effectively represent their companies by establishing good customer relationships that foster repeat business and long-term company success. A company buys large quantities of shoes from manufacturers and then resells them to department

stores. This company is an example of a wholesaler. After being shut down for health violations, Gill's Seafood restaurant worked hard to clean up the restaurant and meet health standards. They took out an ad in the local newspaper apologizing to customers and guaranteeing this would never happen again. In the context of public relations, this exemplifies damage control. News messages placed on Web sites, in chat rooms, and on blogs can be classified as semicontrolled messages. A company needs to store goods for a year. Which type of warehouse are they likely to use? Storage warehouse A business orders five new computers. Which channel of distribution are these goods MOST likely go through before reaching the business user? Producer to wholesaler To solicit more help, a nonprofit organization supporting the fight against global warming plans to promote its cause through an advertisement. Which type of advertising is MOST applicable to this organization? Advocacy A perfume company plans on using its products as a promotional tool within the promotional mix. Which of the following strategies might they employ to accomplish this goal? Giving away free perfume samples What businesses are independently owned and are also known as mill supply firms? Merchant wholesalers Which of the following is an advantage of advertising? It reaches a mass audience or target consumer. After being shut down for health violations, Gill's Seafood restaurant worked hard to clean up the restaurant and meet health standards. They took out an ad in the local newspaper apologizing to customers and guaranteeing this would never happen again. In the context of public relations, this exemplifies damage control. Which of the following exemplifies an effective marketing objective? We aim to increase sales by 15%. To solicit more help, a nonprofit organization supporting the fight against global warming plans to promote its cause through an advertisement. Which type of advertising is MOST applicable to this organization? Advocacy A company decides to offer discounts to customers on their products to help increase business. This is an example of sales promotions A company buys large quantities of shoes from manufacturers and then resells them to department stores. This company is an example of a wholesaler. If an oil company wants to send a controlled message to its customers, it could use any of the following options to circulate news EXCEPT

event sponsorship. The Miller Group (TMG), a food company, built a small store along Perry Avenue that sells microwave meals, basic items like toiletries, and some household and school supplies. It became a neighborhood hit because it is open 24 hours a day, 7 days a week. TMG plans to open three more branches in the coming year. What type of store did the company establish? Convenience store ________, unlike wholesalers, only sell products to final consumers. Retailers An electronics company sells out of a popular gadget and is unable to restock for several weeks.. This represents a failure in distribution. Audrey was chosen as the winner of a $1,000-cash prize for buying a brand of liquid soap. Which consumer sales promotion tool is being used by the company in this instance? Contests and sweepstakes After being shut down for health violations, Gill's Seafood restaurant worked hard to clean up the restaurant and meet health standards. They took out an ad in the local newspaper apologizing to customers and guaranteeing this would never happen again. In the context of public relations, this exemplifies damage control. The following are examples of order getters EXCEPT retail clerks. How can marketers BEST implement the promotional mix? Coordinate with other promotional efforts An electronics company sells out of a popular gadget and is unable to restock for several weeks.. This represents a failure in distribution. Mayan Company, a leading distributor of ceramic tiles, decreased customer service when it lowered distribution costs by closing some distribution centers. However, this caused lower deliveries and lower inventory levels. What should be the first goal of any physical distribution system given these tradeoffs? Determine the desired level of customer service Why is there a need for intermediaries? Intermediaries greatly reduce the time and costs of the distribution of goods and services. A company decides to offer discounts to customers on their products to help increase business. This is an example of sales promotions Salespeople play an integral role in helping firms improve existing products or create new products by relaying customer feedback to the organization. Which of the following is true of effective advertising? It promotes economies of scale. Audrey was chosen as the winner of a $1,000-cash prize for buying a brand of liquid soap. Which consumer sales promotion tool is being used by the company in this instance? Contests and sweepstakes

A company wants to stress product differentiation through advertising for a product. The product is likely at which stage in its life cycle? Maturity Kelly's company offers a line of organic products to a wholesaler who distributes the organic products to several department stores. Without a wholesaler as an intermediary, which would MOST likely result? Kelly's company will spend more to sell or distribute their products to each of the department stores, affecting their average monthly profits. Sales promotions include activities that do the following EXCEPT tell customers how much a product is worth. A bag company plans a promotional mix for its summer collection. The marketing team is motivated to make the collection stand out from its competitors. Which marketing objective would MOST likely be the focus of their promotional mix? Product differentiation A company sells high-end, specialty jewelry and clothing. Which retail strategy is the company MOST likely to use? Exclusive distribution The Miller Group (TMG), a food company, built a small store along Perry Avenue that sells microwave meals, basic items like toiletries, and some household and school supplies. It became a neighborhood hit because it is open 24 hours a day, 7 days a week. TMG plans to open three more branches in the coming year. What type of store did the company establish? Convenience store Electronic retailing often results in more personalized customer relations. How can marketers BEST implement the promotional mix? Coordinate with other promotional efforts Which of the following is true of effective advertising? It promotes economies of scale. The marketing team of Patterson and Sons, Inc., already determined the budget for its new promotional campaign. Following the steps involved in a promotional mix, which of the following should the team do next? Implement the promotional campaign Latisha, Inc., is a business that makes undergarments. Latisha, Inc., operates centers where people can purchase their products directly from the company. Which kind of channel of distribution is operating in this instance? Producer to consumer Which of the following represents a reason a company may wish to rely almost exclusively on publicity for promotion? It is free. Jessica purchased her first car from Aces Cars, a car dealership in Oregon. What kind of distribution channel is Aces Cars?

Retailer A business orders five new computers. Which channel of distribution are these goods MOST likely go through before reaching the business user? Producer to wholesaler A company wants to ensure consistency in its promotional mix in order to create good customer relations and repeat business. Which of the following strategies might they implement to achieve this? Integrated marketing communication A retail store carries a wide selection of designer handbags. This is the only merchandise they carry. This store can be classified as a specialty store. News messages placed on Web sites, in chat rooms, and on blogs can be classified as semicontrolled messages. Which factor does a company NOT have to take into account when planning the system of transportation for the business? Marketing strategy A corporation publishes a brochure highlighting their community service initiatives. Within the context of public relations, this exemplifies a controlled message. A state runs a series of commercials highlighting its many historical sites and tourist attractions. Which type of advertising does this represent? Institutional Brightyard Enterprises purchases cleaning agents in large volumes and stores them in warehouses. Every day, they deliver these cleaning agents to several hotels that use these products. Which distribution channel is used in this situation? Producer-wholesaler-business user A bag company plans a promotional mix for its summer collection. The marketing team is motivated to make the collection stand out from its competitors. Which marketing objective would MOST likely be the focus of their promotional mix? Product differentiation If you want to suggest that your product is the best available product on the market, which type of advertising would be a good choice for promotion? Comparative A company wants to promote one of their newest products, which has a lot of complex features that may need to be explained to customers. Which promotional tool should the company use? Personal selling A company needs to store goods for a year. Which type of warehouse are they likely to use? Storage warehouse

A car company experiences a crisis after it is revealed that many of its automobiles have major defects. Which of the following represents a way the company could BEST regain a loss in credibility? By being honest How can marketers BEST implement the promotional mix? Coordinate with other promotional efforts A perfume company plans on using its products as a promotional tool within the promotional mix. Which of the following strategies might they employ to accomplish this goal? Giving away free perfume samples A marketing team at a technology company has finished designing the marketing message. Which of the following will they likely consider next? Marketing budget If you want to suggest that your product is the best available product on the market, which type of advertising would be a good choice for promotion? Comparative Salespeople play an integral role in helping firms improve existing products or create new products by relaying customer feedback to the organization. A sports drink company wants to promote its product to consumers. Which of the following is NOT a sales promotion tool they would use? Dealer listings Mayan Company, a leading distributor of ceramic tiles, decreased customer service when it lowered distribution costs by closing some distribution centers. However, this caused lower deliveries and lower inventory levels. What should be the first goal of any physical distribution system given these tradeoffs? Determine the desired level of customer service A company sells high-end, specialty jewelry and clothing. Which retail strategy is the company MOST likely to use? Exclusive distribution Nicholas Preston gives his clients a report detailing which goods are the best, including their prices and availability in the market. He sees to it that products are sent to buyers on time and pass the standards. Which of the following is Nicholas's MOST likely job title? Purchasing agent Why is there a need for intermediaries? Intermediaries greatly reduce the time and costs of the distribution of goods and services. A television ad promotes seat belt safety. Which type of advertising does this represent? Public service A company wants to ensure consistency in its promotional mix in order to create good customer relations and repeat business. Which of the following strategies might they implement to achieve this?

Integrated marketing communication The marketing team of Patterson and Sons, Inc., already determined the budget for its new promotional campaign. Following the steps involved in a promotional mix, which of the following should the team do next? Implement the promotional campaign A marketing team at a technology company has finished designing the marketing message. Which of the following will they likely consider next? Marketing budget Jack is the leader of a team in charge of developing a new promotional campaign for a sports drink. Which of the following represents the first step Jack and his team will likely take? Identifying the target market. Which of the following is NOT a service provided by wholesalers? Quality control A car company experiences a crisis after it is revealed that many of its automobiles have major defects. Which of the following represents a way the company could BEST regain a loss in credibility? By being honest