Chapter 10 Human Resource Management and Labor Relations PDF

***Chapter 10 Human Resource Management and Labor Relations*** 1\) Which of the following is considered the starting point in attracting qualified new employees? A\) Job analysis B\) Recruitment C\) Planning D\) Training E\) Compensation Answer: C 2\) Which of the following describes the pur...

***Chapter 10 Human Resource Management and Labor Relations*** 1\) Which of the following is considered the starting point in attracting qualified new employees? A\) Job analysis B\) Recruitment C\) Planning D\) Training E\) Compensation Answer: C 2\) Which of the following describes the purpose of a skills inventory? A\) To plan, and identify people for transfer or promotion B\) To list key managerial positions C\) To describe the specifications for a job D\) To assess trends in previous human resource usage E\) To hire people from outside the organization Answer: A 3\) Which of the following outlines the duties of a job, its working conditions, and the tools, materials, and equipment used to perform it? A\) Replacement chart B\) Job specification C\) Job description D\) Job analysis E\) Skills inventory Answer: C 4\) Which of the following describes the skills, abilities, and qualifications required for a job? A\) Staffing survey B\) Advertising write up C\) Job specification D\) Employee analysis E\) Replacement chart Answer: C 5\) Which of the following collects information on each employee\'s education, skills, work experiences, and career aspirations? A\) Managerial grid B\) Employee information system C\) Job analysis D\) Job specification E\) Labor forecast Answer: B 6\) Which of the following reflects an organization\'s investment in attracting and motivating an effective workforce? A\) Human capital B\) Talent management C\) HR planning D\) Internal forecasting E\) Job descriptions Answer: A 7\) Where can a manager find information on the skills, abilities and other qualifications needed to perform a job successfully? A\) Talent management files B\) Job specification C\) Human capital systems D\) Job analysis E\) Job description Answer: B 8\) What is the systematic study of jobs within an organization? A\) Talent management B\) Job specification C\) Human capital systems D\) Job analysis E\) Job description Answer: D 9\) Which of the following indicates an understanding of the skills employees hold and how to best use those skills for the success of the organization? A\) Job analysis B\) Talent management C\) Skills inventory D\) Adverse impact E\) Human capital Answer: B 10\) Jill, the head of Human Resources, is working with the Vice President of Operations to determine which employees have the right skills to move into more senior level positions within three to five years. Which of the following is Jill likely using to plan for specific people and positions? A\) External supplies B\) Replacement charts C\) Job descriptions D\) Realistic job previews E\) Application forms Answer: B 11\) Rolland has an open position in his department and he needs to fill it quickly. Where could Rolland go to find an employee with the right skills who is also familiar with the organization and its values? A\) State employment commissions B\) Colleges C\) Employee information system D\) Competitors E\) Online job boards Answer: C 12\) Which of the following is an advantage of using replacement charts to identify potential successors? A\) Online job boards can be added to widen the applicant pool B\) There is time to plan with jobs to eliminate in the event of an economic downturn C\) Salary ranges and benefits can be considered in staffing plans D\) There is time to plan developmental experiences for people identified as potential successors E\) Job descriptions can be changed to better match the skill set of incoming candidates for open positions Answer: D 13\) Which of the following best describes a firm\'s human resources? A\) The total wages and benefits paid to each employee B\) The ability to hire the right person at the right time for the right position C\) A firm\'s commitment to its people D\) The ability to identify who will move into leadership positions E\) All people who comprise the organizations workforce Answer: E 14\) Which of the following is a systematic approach to developing a job description and job specification? A\) Conducting a job analysis B\) Forecasting demand for labor C\) Forecasting the internal supply of labor D\) Determining the external supply of labor E\) Developing a plan that matches demand with supply Answer: A 64\) Which selection technique is MOST likely to introduce bias in the selection of employees? A\) Interview B\) Application forms C\) Aptitude tests D\) Drug testing E\) Polygraph tests Answer: A 65\) Which of the following is the process of attracting qualified persons to apply for available jobs? A\) Realistic job previews B\) Recruiting C\) Selection D\) Hiring E\) Interviews Answer: B 66\) What is the advantage of promoting from within when filling an opening within the organization? A\) Less need for a realistic job preview B\) Increased influx of high-quality employees C\) Increased employee morale D\) Increased turnover E\) Increased diversity of employees Answer: C 67\) How can a firm help to ensure a new hire has a thorough understanding of a position before accepting the position? A\) Only consider internal candidates. B\) Have the HR department review the job description with the new hire. C\) Institute a higher than standard compensation plan. D\) Use realistic job previews. E\) Use a different application form for each type of position available. Answer: D 68\) Which of the following is a popular selection device, even though it is a poor predictor of job success? A\) Drug test B\) Reference check C\) Credit check D\) Physical exam E\) Interview Answer: E. 69\) Which of the following is the process of considering current employees as candidates for job openings? A\) Internal recruiting B\) Performance appraisal C\) Development D\) External recruiting E\) Training Answer: A Difficulty: Easy 70\) Which of the following is an advantage to using a realistic job preview when hiring new employees? A\) There will be less need for job shadowing B\) The employee is more likely to remain in the job C\) Training time is significantly reduced D\) Pay and benefits will be less E\) The external recruiting process will be less time consuming Answer: B 71\) Which of the following is considered to be one of the best predictors of job success? A\) Application forms B\) Reference checks C\) Tests of knowledge, skill, and aptitude D\) Realistic job previews E\) Interviews Answer: C82) Which of the following links salary increases to performance levels in nonsales jobs? A\) Bonuses B\) Collective bargaining C\) Merit salary systems D\) Cafeteria benefit plans E\) Workers\' compensation insurance Answer: C 83\) When a paycheck is calculated from the number of hours worked during the week, what type of system is being used to pay employees? A\) Gainsharing B\) Salary C\) Profit sharing D\) Wage E\) Incentive Answer: D 84\) Which refers to compensation other than wages and salaries and other incentive pay offered by a firm to its workers? A\) Profit-sharing B\) Gainsharing C\) Benefits D\) Pay-for-knowledge E\) Variable Answer: C Difficulty: Easy 85\) What is the total package that a firm offers employees in return for their labor? A\) Wage B\) Salary C\) Benefits D\) Compensation E\) Retention plan Answer: D 86\) What do top executives often receive as incentives, in theory because they are responsible for the value of the incentive? A\) Merit salary systems B\) Workers\' compensation insurance C\) Salaries D\) Stock options E\) Wages Answer: D. 87\) What type of pay system rewards middle managers for especially productive output? A\) Variable pay B\) Merit raises C\) Profit-sharing D\) Gainsharing E\) Pay-for-knowledge Answer: A. 88\) If a firm ends its fiscal year with profit, which plan can the firm use to distribute part of the excess to employees? A\) Gainsharing plan B\) Profit-sharing plan C\) Cafeteria plan D\) Insurance plan E\) Salary-sharing plan Answer: B. 89\) Which of the following companywide incentive plans distribute bonuses to employees when a company\'s costs are reduced through greater work efficiency? A\) Wage setting plans B\) Pay-for-performance plans C\) Profit-sharing plans D\) Gainsharing plans E\) Pay-for-knowledge plans Answer: D 90\) Some employers provide employees with a fixed dollar amount for benefits, allowing employees to choose between various benefits, such as health insurance, additional vacation days, educational reimbursement, and life insurance. What is the name of this plan? A\) Gainsharing B\) Profit-sharing C\) Cafeteria benefits D\) Equal employment E\) Retention benefits Answer: C 91\) Where is the starting place most employers consider when setting wage and salary benefits? A\) Competitors B\) Internal pay structure C\) Government mandates D\) Demands in the marketplace E\) Job boards such as LinkedIn and Career Builders Answer: A 92\) When an employee is at a point where additional money no longer acts as a motivator, which of the following should a firm consider? A\) Additional benefits B\) Incentive programs C\) Extended paid time off work D\) Retirement plans E\) Training and development Answer: B 93\) Which of the following can be used to encourage and pay workers to learn new skills that allow them to become proficient at different jobs? A\) Gainsharing plans B\) Pay for performance plans C\) Pay-for-knowledge plans D\) Worker compensation E\) Bonuses Answer: C 94\) Which of the following is a legally required benefit designed to protect workers who are injured on the job? A\) Retirement plans B\) Gainsharing C\) Family Medical Leave Act (FMLA) D\) Stock options E\) Worker\'s compensation insurance Answer: E 106\) Which of the following types of training occurs while the employee is at his or her place of work? A\) On-the-job training B\) Vestibule training C\) Off-site training D\) Incentive training E\) Remote training Answer: A 107\) A departmental manager is meeting with each of his subordinates to discuss how well each employee has done their job over the past year. What process is he involved in? A\) Job description B\) Labor negotiations C\) Vestibule assessment D\) Performance appraisal E\) Salary increase distribution Answer: D 108\) Which of the following indicates that the assessment of an employee is based on what they have accomplished lately instead of since the last evaluation period? A\) Halo error B\) Recency error C\) 360 degree feedback D\) Judgmental methods E\) Fixed standards Answer: B 109\) A restaurant is undergoing a change in cuisine and style of service. It is important that new staff is hired and existing staff retrained. Why might the HR manager recommend vestibule training as being highly effective in this situation? A\) Prospective and present employees can focus on learning and feedback instead of productivity. B\) Off-site training has great value for evaluating the effectiveness of performance appraisals. C\) Employees will be reluctant to undertake training removed from the workplace. D\) The owners can be more confident that the change to the restaurant will be popular with customers. E\) Employees will see limited connections to everyday work in this type of training. Answer: A 110\) Which of the following will help a manager learn the skills needed to be more successful both now and at some point in the future? A\) Training B\) Development C\) Cafeteria-style plans D\) Pay-for-knowledge plans E\) Vestibule training Answer: B 111\) How can an organization determine if training has been successful? A\) Have employees fill out a survey on how well they liked the training. B\) Track how much time employees spent at the training program. C\) Monitor the waiting list for the training program. D\) Test job performance both before and after training has been complete. E\) Measure job performance before training has been completed. Answer: D 112\) Which of the following represents a formal process used to aid in decision making about training, raises, and promotions? A\) Development B\) Evaluation of training C\) Vestibule training D\) On-the-job training E\) Performance appraisals Answer: E 113\) When conducting a performance appraisal that uses output as a basis for appraisal, what type of method is being used? A\) Objective B\) Judgmental C\) Ranking D\) Comparison E\) Rating Answer: A 114\) What is the advantage of using a rating method rather than a ranking method during the performance review process? A\) Each employee is compared to all other employees in the group. B\) Each employee is compared to a fixed standard. C\) The recency error is eliminated. D\) Managers do not need to utilize a 360-degree review. E\) Providing employees with meaningful feedback is easier. Answer: B 115\) What type of rating system incorporates feedback from customers, subordinates and peers, among others? A\) Ranking B\) Recency C\) 360-degree feedback D\) Judgmental E\) Rating Answer: C 116\) One new approach to the appraisal system is the scheduling of conversations, or \"checkins\". Which of the following is the goal of using this approach instead of a more formal appraisal process? A\) The recency effect is eliminated B\) Employers can evaluate performance based on personal bias and add that to the ranking system C\) Employees receive feedback on what they are doing well and where they need to improve D\) Judgement methods of review become more accurate and meaningful E\) Increases and incentives are closely aligned with each check-in meeting Answer: C 117\) Which of the following is a type of error that occurs in the performance appraisal system when a manager only considers the performance of the employee that has occurred in the past few weeks or month instead of their total performance? A\) Recency B\) Halo C\) Intentional D\) Judgmental E\) Objective Answer: A 118\) Which of the following is the first step in developing a training plan? A\) Devise a mix of training content that is easy to upgrade and update B\) Determine evaluation tools for ensure training success C\) Decide if training should be on the job or off site D\) Review the performance of attendees E\) Determine what needs exist Answer: E128) Workers such as computer scientists, engineers, and software developers who typically require extensive and highly specialized training, are known as what? A\) Technical workers B\) Knowledge workers C\) Contingent workers D\) Labor relation workers E\) Union workers Answer: B 129\) Which term refers to employees hired to supplement a firm\'s permanent workforce? A\) Union workers B\) Contingent workers C\) Knowledge workers D\) Flextime workers E\) Remote workers Answer: B Difficulty: Moderate AACSB: Application of knowledge Question Category: Concept LO: 10.6: Discuss workforce diversity, the management of knowledge workers, and the use of a contingent workforce as important changes in the contemporary workplace. 130\) What is the advantage for a firm who works to hire from a diverse workforce? A\) Limited social awareness among employees B\) Increased ability to institute cafeteria-style benefits C\) A higher quality labor force D\) More flexibility in schedules E\) Increased employee retention Answer: C 131\) In addition to increased flexibility, why do organizations use contingent workers? A\) There is less need for training. B\) Contingent workers can replace knowledge workers. C\) Contingent workers often represent a higher quality labor force. D\) Contingent workers cost less. E\) The organization simply cannot find full time workers. Answer: D 132\) Which of the following represents the range of workers\' attitudes, values, beliefs and behaviors? A\) Knowledge workers B\) Worker characteristics C\) Contingency workers D\) Workplace diversity E\) Unionization Answer: D 133\) Which sector of the U.S. workforce will represent nearly one quarter of the workforce by 2050, according to the U.S. Department of Labor? A\) Those over the age of 40 B\) Caucasians C\) Hispanics D\) Asians E\) Blacks Answer: C 134\) Which of the following is the likely outcome when a firm fails to update the skills of knowledge workers? A\) Lower wages and benefits B\) Loss of competitive advantage C\) Increased workforce diversity D\) Increased reliance on contingency workers E\) Increased likelihood of unionization Answer: B 135\) In which way can a firm bring a wider array of information to bear on problems, and increase insights on marketing products to a wider range of consumers? A\) Increase workforce diversity B\) Increase training funds C\) Eliminate the use of contingency workers D\) Apply vestibule training methods E\) Formalize the 360-degree review process Answer: A***Chapter 11 Marketing Processes and Consumer Behavior*** 1\) What is the term for the process of creating, communicating, and delivering value to customers while managing customer relationships in ways that benefit the organization and its stakeholders? A\) Financial planning B\) Controlling C\) Operations management D\) Marketing E\) Demographic profiling Answer: D 2\) Which of the following occurs between similar products and is based on buyers\' perceptions of the benefits of products offered by particular companies? A\) International competition B\) Substitute competition C\) Brand competition D\) Benefit competition E\) Placement competition Answer: C 3\) Which of the following represents the functions of a product and the emotional satisfaction gained by owning it? A\) Features B\) Requirements C\) Benefits D\) Safety devices E\) Guarantees Answer: C 4\) Which type of goods includes raw materials used to produce other products? A\) Substitute products B\) Industrial goods C\) Consumer goods D\) Marketing goods E\) Disposable goods Answer: B 5\) Which of the following are products with intangible features such as professional advice? A\) Personal goods B\) Services C\) Industrial goods D\) Psychographics E\) Reseller goods Answer: B 6\) Which type of marketing is used to build long-term relationships with customers? A\) Industrial marketing B\) Relationship marketing C\) Social marketing D\) Economic marketing E\) Consumer marketing Answer: B 7\) What is data warehousing? A\) A marketing strategy that creates sales agreements that stipulate product delivery B\) The process of dividing a market into categories of customer types C\) The study of consumer needs and wants and the way in which sellers can best meet them D\) The process of collecting, storing, and retrieving data in electronic files E\) A customer identification strategy that targets potential buyers Answer: D 8\) Companies who use ad campaigns to raise public awareness of important issues such as texting while driving are working with what type of environment? A\) Political-legal B\) Sociocultural C\) Technological D\) Competitive E\) Demographic Answer: A 9\) Marketing managers often support the activities of political action committees (PACs). In doing this, which environment are they attempting to influence? A\) Competitive B\) Economic C\) Technological D\) Political-legal E\) Geo-demographic Answer: D 10\) A company decides to introduce a line of crackers made with organically grown grains and vegetables. What environmental trend is the company responding to? A\) Competitive B\) Sociocultural C\) Political-legal D\) Economic E\) Technological 11\) What do organizations use to build better, stronger information connections with clients? A\) Customer relationship management (CRM) B\) Data warehousing C\) Industrial marketing D\) Possession utility E\) Data mining Answer: A 12\) Which of the following is used to automate the analysis of customer information and how might they be influenced by marketers? A\) Data mining B\) Brand competition C\) Customer relationship management D\) Relationship marketing E\) Data warehousing Answer: A 13\) What type of utility is practiced by those companies who allow marketers to have a voice in product design and identifying features customers want? A\) Time B\) Possession C\) Form D\) Value E\) Place Answer: C 14\) What is created when the ownership of a product, including the setting of selling prices, terms of credit, and ownership documentation is transferred to a customer? A\) Place utility B\) Time utility C\) Value utility D\) Possession utility E\) Form utility Answer: D 15\) When a domestic marketer competes against foreign firms to sell products of a similar nature, what type of sales competition is created? A\) Brand B\) Substitute C\) International D\) Competitive E\) Social Answer: C 16\) Which of the following represent those products that may not look like another, but can still fulfill the same need? A\) Consumer-focused B\) Value C\) Substitute D\) Place utility E\) Form utility Answer: C 17\) Which of the following represent the major force that drive marketing? A\) Innovation B\) Price C\) Value D\) Wants and needs E\) Cost versus benefits Answer: D. 18\) Each fall, the local department store displays a large collection of hats, gloves, and scarves right next to the door. Often, when shoppers enter the store from the cold parking lot, they stop to look at the display. Which of the following is the department store developing? A\) Possession utility B\) Industrial goods C\) Customer-relationship management D\) Data mining E\) Place utility Answer: E 19\) Which of the following can be described as all of the ways a firm can create value for their constituents? A\) The technological environment B\) Brand competition C\) Entrepreneurship D\) Possession utility E\) The competitive environment Answer: A 20\) Marketers must recognize factors outside an organization\'s boundaries that might affect their marketing program. This is referred to as A\) brand competition. B\) the external environment. C\) data mining. D\) the competitive environment. E\) international competition. Answer: B 21\) Which of the following are the tangible products bought strictly for personal use? A\) Consumer goods B\) Services C\) Relationship goods D\) Data E\) Industrial goods Answer: A 33\) What is the term for a detailed strategy for focusing marketing efforts on consumers\' needs and wants? A\) Marketing mix B\) Marketing manager C\) Product differentiation D\) Product development E\) Marketing plan Answer: E 34\) What part of the marketing mix includes communicating information about products and is the most visible component of the marketing mix? A\) Product B\) Promotion C\) Price D\) Place E\) Psychographics Answer: B 35\) Which of the following is used to guide the detailed activities of the marketing plan by identifying what marketing will accomplish in the future? A\) Marketing strategy B\) Product differentiation C\) Marketing objectives D\) Distribution policy E\) Marketing mix Answer: C 36\) Which specific issues do marketing strategies help marketers determine? A\) The goals the marketing plan intends to accomplish B\) The marketing objectives of what the marketer will accomplish C\) The mix of goods or services to fill a customer\'s needs or wants D\) The marketing activities a business will use to achieve marketing goals E\) The features that will differentiate a product from competitors Answer: D 37\) Why should a marketing strategy utilize the marketing mix, which includes product, price, place, and promotion? A\) To control the organization\'s resources to support marketing activities B\) To transfer goods or services to customers C\) To develop a clear strategy for planning and implementing marketing activities D\) To plan the organization\'s marketing toward supporting the organization\'s overall mission E\) To attract and satisfy customers in target markets Answer: E 38\) Which of the following represents a feature or image that makes one product different from its competitors? A\) Marketing strategy B\) Product differentiation C\) Place distribution D\) Personal selling E\) Product positioning Answer: B 39\) Which of the following can be the overall effect when a good or service is priced higher than competitors? A\) There will be an implication of higher quality standards. B\) There will be greater demand for the product. C\) Sales will start slow, but increase over time. D\) There will be a larger market size, but smaller profit. E\) There will be a smaller market and smaller profit. Answer: A. 40\) How do organizations determine how to move products to customers? A\) Promotion B\) Marketing mix C\) Place (or distribution) D\) Marketing managers E\) Personal selling feedback Answer: C 41\) Which of the following do companies offer as one-time direct inducements to buyers in order to tempt buyers into buy goods or services? A\) Personal selling B\) Sales promotions C\) Public relations campaigns D\) Integrated marketing E\) Advertising Answer: B 42\) What is the term for the communication efforts that are designed to build goodwill and build favorable attitudes in consumers? A\) Sales promotion B\) Advertising C\) Promotion D\) Public relations E\) Personal selling Answer: D. 43\) When selling industrial goods and services, using representatives who are trained to understand the needs of each customer is a key component of A\) advertising. B\) personal selling. C\) sales promotions. D\) publicity. E\) interactive marketing. Answer: B 44\) Which section of the marketing plan will be used to set the stage for everything that follows? A\) Mission B\) Objectives C\) Sales forecasts D\) Strategy E\) Product Answer: B. 45\) The combination of product, price, promotion, and place strategies work together to create A\) product differentiation. B\) the marketing mix. C\) the integrated marketing strategy. D\) market segmentation. E\) target markets. Answer: B 46\) In which way to organizations find a profitable middle ground between high and low profits? A\) Distribution plans B\) Marketing research C\) Pricing strategies D\) Market segmentation E\) Product differentiation Answer: C 47\) Jose sponsored a table at a regional cycling race, and paid to have is product logo printed on the back of all the t-shirts provided to those who entered the race. Which of the following did Jose participate in during the race? A\) Personal selling B\) Public relations C\) Distribution D\) Advertising E\) Product differentiation Answer: D. 48\) In order to distribute products, firms must make decisions about how they will distribute products. The distribution methods used by firms is referred to as A\) promotions. B\) integrated marketing. C\) inventory control. D\) warehousing. E\) channels. Answer: E 49\) What can be utilized to ensure a company\'s marketing and nonmarketing efforts are compatible? A\) Market segmentation B\) Integrated marketing strategies C\) Target marketing D\) Public relations E\) Personal selling Answer :B 63\) Which is usually the first step in the marketing strategy that allows marketers to focus efforts on a particular group of people or organizations? A\) Distribution B\) Product differentiation C\) Target market selection D\) Pricing E\) Integration Answer: C 64\) For marketers, what type of variables are lifestyles, opinions, interests, and attitudes? A\) Geographic variables B\) Demographic variables C\) Psychographic variables D\) Product use variables E\) Labor market variables Answer: C 65\) What does the process of product positioning involve? A\) Hiring only employees who have the strongest credentials B\) Communicating the nature of a product C\) Focusing on only one component of the marketing mix D\) Disregarding customers\' reactions to a company\'s products E\) Reorganizing employees according to seniority Answer: B 66\) What market segment is based on where the target market lives and how location affects their lifestyle? A\) Demographic B\) Behavioral C\) Positional D\) Geographic E\) Psychographic Answer: D 67\) Which of the following describe(s) measurable traits about a consumer, such as income, gender, or marital status? A\) Psychographics B\) Geographics C\) Geo-demographics D\) Behaviors E\) Demographics Answer: E 68\) How does behavioral segmentation identify target markets? A\) Patterns displayed by consumers B\) Consumer characteristics such as lifestyles C\) Research that obtains data by watching and recording behavior D\) Dividing the market based on needs and wants E\) Using psychographics characteristics Answer: A. 69\) ShipShape Watches wants to sell their watches to those who make more than \$50,000 per year. Which of the following is ShipShape Watches using to find their target market. A\) Psychographic variables B\) Geographic segmentation C\) Product positioning D\) Integrated marketing E\) Demographic segmentation Answer: E. 70\) Which of the following is the combination of traits based on location and population characteristics used to identify consumers and act as a common segmentation tool? A\) Psychographic variables B\) Behavioral variables C\) Marketing variables D\) Geo-demographic variables E\) Primary variables Answer: D 71\) What type of segmentation is more effective because of the greater number of variables and has consequently become the most common segmentation tool? A\) Demographic segmentation B\) Psychographic segmentation C\) Behavioral segmentation D\) Marketing segmentation E\) Geo-demographic segmentation Answer: E. 72\) What would marketers utilize if they wanted to identify markets where customers had a certain lifestyle, personality, or attitude? A\) Place utility B\) Geographic segmentation C\) Psychographic segmentation D\) Possession utility E\) Behavioral segmentation Answer: C 73\) What process is used by marketers to communicate the nature of a product to a target segment? A\) Product positioning B\) Possession utility C\) Promotion D\) Product differentiation E\) Personal influence Answer: A 74\) Which of the following has emerged from the marketing concept that customers\' needs and wants are different and firms should focus their marketing efforts? A\) Target markets B\) Geographic variables C\) Rational motives for purchase D\) Social networking E\) Integrated marketing mix Answer: A 75\) Which of the following is the process of dividing markets into consumer types, based on similar needs and wants? A\) Geographic segmentation B\) Promotion C\) Target marketing D\) Market segmentation E\) Product position Answer: D 76\) Which type of market segmentation can be changed by marketing efforts, and therefore is particularly important to marketers? A\) Behavioral B\) Geo-demographic C\) Geographic D\) Demographic E\) Psychographics Answer: E 87\) Which tool used for gaining decision-making information identifies what customers want and how to fulfill those wants? A\) Market segmentation B\) Market research C\) Promotion D\) Public relations E\) Integrated marketing strategy Answer: B 88\) Which of the following describes the goal of market research? A\) To better understand how to market items based on how customers behave B\) To gain goodwill with consumers by utilizing public relations C\) To increase competitiveness by clarifying interactions that affect the marketing decisions D\) To conduct studies on customer responses to the marketing mix E\) To determine which research method will deliver the most effective results Answer: C 89\) Market research can occur at almost any point in a product\'s life cycle, but it is typically used A\) when entering international markets. B\) when sales begin to decline. C\) when competitors release newer, competitive products. D\) when developing new products or altering existing products. E\) when a new product is ready to be released. Answer: D 90\) Lester is an intern in the marketing department of a national pizza company. His manager has asked him to determine how franchise store owners might feel about a potential new product, but current data does not exist. Which of the following types of data will Lester have to use for his project? A\) Secondary B\) Demographical C\) Global D\) Psychographic E\) Primary Answer: E 91\) Which type of market research involves watching consumers and recording their behavior using tools such as camera feeds and computer recordings? A\) Observation B\) Secondary research C\) Surveys D\) Focus groups E\) Experimentation Answer: A 92\) When gathering opinions about consumer decisions, what type of research tool could be utilized online, by telephone, or face-to-face? A\) Observation B\) Secondary research C\) Surveys D\) Focus groups E\) Experimentation Answer: C 93\) What is the advantage of utilizing focus groups for research? A\) They easily generate comparison data with competitors\' products. B\) They offer fact-based information on products. C\) They are more structured and are easier to analyze. D\) They allow for more in-depth discussion on complex issues. E\) They are less costly and time consuming. Answer: D 94\) Which of the following allows researchers to compare the response of similar people under different circumstances? A\) Observation B\) Surveying C\) Focus group studies D\) Experimentation E\) Questionnaires Answer: D 95\) Which of the following should be used by marketing researchers who want to data provided by the governments on income levels and households in a particular area? A\) Psychographics B\) Behavioral research C\) Primary research D\) Segmentation E\) Secondary data Answer: E 96\) After conducting research, the information must be organized into meaningful information. This is done in which step of the marketing research effort? A\) Study the current situation B\) Select a research method C\) Collect the data D\) Analyze the data E\) Prepare a report Answer: D 97\) Which of the following describes the purpose of the marketing research report? A\) To identify sources of secondary data B\) To describe methodology and findings C\) Too identify what the need is and how to meet it D\) To explain the methodology of collecting primary data E\) To organize data into meaningful information Answer: B 98\) Which of the following should be considered when selecting a research method? A\) Effectiveness and cost of different options B\) The consumer needs C\) Efforts currently underway to fulfill consumer needs D\) What existing information is available E\) How to create primary data Answer: A106) Which of the following is the study of the decision process by which customers come to purchase and consume products? A\) Marketing B\) Segmentation C\) Resource management D\) Consumer behavior E\) Acculturation Answer: D 107\) Which type of behavior do consumers exhibit by regularly purchasing products because they are satisfied with the performance of the product? A\) Psychological influences B\) Need recognition C\) Brand loyalty D\) Emotional motives E\) Consumer activism Answer: C. 108\) Which of the following is the influence on consumer behavior that comes from being part of a group with shared values? A\) Psychological B\) Personal C\) Social D\) Domestic E\) Cultural Answer: E 109\) Which is the term that describes what happens after the sale to ensure consumers buy the product again? A\) Postpurchase evaluation B\) Prepurchase evaluation C\) Rational motives D\) Emotional motives E\) Evoked set Answer: A 110\) Accessing a website in search of articles about a product before its purchase is an example of which part of the consumer buying process? A\) Social networking B\) Problem solving C\) Information seeking D\) Psychological influencing E\) Recognizing a need Answer: C 111\) Which consumer influence includes perceptions, ability to learn, and attitudes? A\) Psychological B\) Personal C\) Social D\) Loyalty E\) Cultural Answer: A 112\) Family members and friends can have a strong impact on consumer choices when acting as A\) psychological influences. B\) personal influences. C\) social influences. D\) loyalty influences. E\) cultural influences. Answer: C 113\) Which of the following best defines the way of living that distinguishes one large group from another? A\) Consumer B\) Subculture C\) Social class D\) Culture E\) Demographic Answer: D 114\) How do consumers develop opinions and beliefs about a set of products they will consider buying? A\) Through evaluation of alternatives B\) Through emotional motives C\) Through need recognition D\) Through post-purchase evaluation E\) Through information seeking Answer: E 115\) Which of the following is greatly influenced by nonobjective factors such as sociability, imitation, and aesthetics? A\) Emotional motives B\) Post-purchase evaluation C\) Rational motives D\) Evaluation of alternatives E\) Need recognition Answer: A 116\) When making a purchase decision, decisions that include logical evaluation, cost, and quality are what type of decisions? A\) Evoked B\) Rational C\) Comparison D\) Consideration set E\) Emotional Answer: B 117\) If a buyer is unhappy with their purchase decision, what are they more likely to do than those who are happy with their purchase decision? A\) Use a different decision-making process B\) Continue to purchase the same product until a replacement is found C\) Tell others D\) Rely more on rational motives E\) Develop a more limited evoked set of purchase options Answer: C 118\) Why do marketers study influences on consumer behavior? A\) To better understand individual motivations, perceptions, and ability to learn. B\) To try to identify social influencers and social media sources of influence. C\) To try to explain consumer choices and predict future buying behavior. D\) To better understand the effect of family and culture on buying behavior. E\) To build brand loyalty in all purchase decisions. Answer: C 119\) Which influence on consumer behavior includes lifestyle, personality, and economic status? A\) Personal B\) Social C\) Cultural D\) Behavioral E\) Rational Answer: A. 120\) Which of the following describes the evoked set of options consumers developed while seeking information about a good or service? A\) The group of products consumers regularly purchase B\) The group of products consumers have considered in the past based on lifestyle C\) The group of products consumers have bought in the past and will not consider again D\) The group of products consumers will consider buying based on nonobjective factors E\) The group of products consumers will consider buying based on their information search Answer: E. 121\) Why do marketers use information gathered from studying the consumer buying process? A\) To counteract the influence of culture on the consumer buying decision B\) To identify target markets C\) To determine which products to discontinue D\) To develop marketing plans E\) To develop new products Answer: D 130\) Which of the following is the BEST example of a B2B market transaction? A\) A college student buys dorm furniture from an on-campus store. B\) A group of teenage girls buy new clothes for the upcoming school year. C\) A high-school coach borrows sports equipment from a neighboring school. D\) A dentist provides free toothbrushes to patients. E\) A chain of ice cream parlors regularly purchases napkins from the same supplier. Answer: E 131\) Which of the following is the basis for the B2B buyer-seller relationship? A\) Frequent and enduring buyer-seller relationships B\) Incidental buyer-seller interactions C\) Buyers and sellers with limited training D\) Short-term buyer-seller relationships E\) Commercial buyer-seller networks Answer: A 132\) Which firms provide goods and services that are used by the purchasing public? A\) Services markets B\) Industrial markets C\) Reseller markets D\) Government markets E\) Institutional markets Answer: A 133\) Before products reach consumers, which market, consisting of wholesalers and retailers, do products pass through? A\) Services markets B\) Industrial markets C\) Reseller markets D\) Government markets E\) Institutional markets Answer: C 134\) Which of the following is used to build social relationship between users of a good or service? A\) Institutional marketing B\) Web-driven revenue C\) Negotiations D\) Social networking media E\) Reseller relationships Answer: D 135\) In which way do marketers best use viral marketing? A\) To increase use of social media networks B\) To identify needs in the international market C\) To promote public relations D\) To improve branding E\) To foster excitement for stimulating sales Answer: E 136\) Which of the following is an advantage of using viral marketing and social networking? A\) Marketers can reach a wider audience at a lower cost. B\) Consumers can post opinions and feedback about products. C\) New markets are easier to identify. D\) Companies have more control over what the public experiences. E\) Companies can respond to and eliminate negative reviews. Answer: A 137\) When attempting to market a domestic product in an international market, what typically has to happen? A\) The product must be priced higher because of currency exchange rates. B\) The product must have major redesign work done. C\) The home country distribution system must be retrained for the international market. D\) The product must have an existing close competitor in the intended market. E\) The advertising campaign must be consistent with those used in the home country. Answer: B 138\) How can marketers best develop product promotion in a new, international market? A\) Centered on product usage B\) Centered on price and innovation C\) Centered on cultural values and local customs D\) Centered on using a \"hard-sell\" campaign E\) Centered on home country values and customs Answer: C 139\) How can companies reduce the cost and delays involved in entering new international markets? A\) By selling items at a loss when determining international pricing B\) By redeveloping the product from scratch to better meet consumer needs in the new market C\) By avoiding the traditional U.S.-based marketing mix D\) By utilizing existing international distribution systems E\) By establishing new and unique promotions for the new market Answer: D 140\) Which of the following do firms use to enhance public relations and branding while stimulating chatter about a product within a target market? A\) Consumer-seller relationships B\) Segmentation C\) Company specialist D\) Corporate blogs E\) Enduring buyer-seller relationships Answer: D 141\) YumYum Cookies buys ingredients needed to make their cookies from other local companies. Which of the following describes the type of market that YumYum is a part of when they buy the ingredients from others and use them to make cookies for resale? A\) Services B\) Institutional C\) Reseller D\) Industrial E\) Government Answer: D 142\) Organizations such as hospitals, churches, museums, and charities comprise a market referred to as A\) institutional. B\) service driven. C\) industrial. D\) governmental. E\) reseller. Answer: A 143\) Which of the following makes an industrial buyer different from a typical consumer? A\) Industrial buyers study trends on social media B\) Industrial buyers buy in large quantities C\) Industrial buyers buy for one geographic segment at a time D\) Industrial buyers often negotiate flat fees regardless of product location E\) Industrial buyers only buy products that are later remade into consumer goods Answer: B 144\) Which of the following must change when marketing a product to an international market? A\) How consumer research is conducted B\) All basic principles of marketing C\) How marketing principles are implemented D\) The identification of the market segment to pursue E\) How consumers evaluate their purchase decisions Answer: C 156\) In which area can a small business create an advantage over larger competitors? A\) Value B\) Price C\) Response time D\) Marketing E\) Shipping costs Answer: C 157\) When a small business identifies themselves and their products with local groups and events, what aspect of marketing are they pursuing? A\) Price B\) Promotion C\) Product D\) Public relations E\) Place Answer: B 158\) What do most small businesses fail to estimate correctly, often resulting in the business failing? A\) Price B\) Promotion C\) Product D\) Public relations E\) Place Answer: A