1. Which of the following is involved in the final stage in the buyer decision process?

  A.  After the buyer has purchased the product, the marketer asks for feedback on the quality of the product. 

  B.  After the buyer has purchased the product, the marketer promotes more advanced versions of the product. 

  C.  After the buyer has purchased the product, the marketer provides customer assistance for use of the product. 

  D.  After the buyer has purchased the product, the marketer reminds the buyer that he or she made a wise purchase. 

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2, What is the term for intangible products, such as time, expertise, or an activity that can be purchased?

  A.  industrial goods 

  B.  personal goods 

  C.  risky assets 

  D.  services 

3. Which of the following identifies products that are dissimilar from those of competitors but can fulfill the same need?

  A.  brand competition 

  B.  international competition 

  C.  the marketing mix 

  D.  substitute products 

4. What is the term for the process of creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders?

  A.  financial planning 

  B.  controlling 

  C.  operations management 

  D.  marketing 

5. What part of the marketing mix includes communicating information about products?  

  A.  product 

  B.  promotion 

  C.  price 

  D.  place 

6. What are the tangible and intangible qualities that a company builds into its products?

  A.  features 

  B.  requirements 

  C.  benefits 

  D.  safety devices 

7. Odd-even pricing falls under the category of which of the following?  

  A.  price fixing 

  B.  psychological pricing 

  C.  market pricing 

  D.  price lining 

8. Phillip is an independent intermediary who deals in the local produce market of northeast Ohio. Over the years, he has formed long-term relationships and come to represent several farmers in the area in the sale of their produce to local grocery stores. Which of the following titles best describes Phillip’s role in the distribution mix of northeast Ohio produce?

  A.  wholesaler 

  B.  retailer 

  C.  sales agent 

  D.  broker 

9. What type of variables are lifestyles, opinions, interests, and attitudes referred to as?

  A.  geographic variables 

  B.  demographic variables 

  C.  psychographic variables 

  D.  product use variables 

10. Burberry is repositioning itself as a global luxury brand, such as Gucci and Louis Vuitton, and calls for luring a different type of customer. This is an example of what type of market segmentation?  

  A.  geographic 

  B.  demographic 

  C.  psychographic 

  D.  product-use 

11. What is the term that encompasses a good, a service, or an idea designed to fill a consumer need?

  A.  product 

  B.  firm 

  C.  want 

  D.  utility 

12. What do marketers call groups of people with similar wants and needs?

  A.  price points 

  B.  target markets 

  C.  distribution points 

  D.  target points 

13. Which of the following refers to the combination of channels that a firm selects to get a product to end users?

  A.  distribution mix 

  B.  transportation strategy 

  C.  merchandising system 

  D.  marketing plan 

14. A farmers’ market is an example of which type of distribution channel?  

  A.  direct distribution 

  B.  retail distribution 

  C.  wholesale distribution 

  D.  distribution by brokers 

15. What type of behavior do consumers exhibit by regularly purchasing products because they are satisfied with their performance?

  A.  psychological influences 

  B.  need recognition 

  C.  brand loyalty 

  D.  emotional motives 

16. Companies that price their product low enough to attract a large number of buyers are most likely pursuing which of the following goals?

  A.  stable market pricing 

  B.  high profits 

  C.  stable market activity 

  D.  high market share 

17. What is the decision process by which customers come to purchase consumer products?

  A.  marketing 

  B.  segmentation 

  C.  resource management 

  D.  consumer behavior 

18. Which of the following intermediaries matches numerous sellers and buyers as needed, often without knowing in advance who they will be?

  A.  producer representative 

  B.  retailer 

  C.  syndicated seller 

  D.  broker 

19. What is selling the rights to place a brand name on products such as t-shirts referred to as?

  A.  international branding 

  B.  national branding 

  C.  private branding 

  D.  licensed branding 

20, Rachel has set up a firm that buys circuit boards from overseas producers and sells them to a local computer manufacturing company. Which title best describes her role in the computer manufacturing distribution mix?

  A.  marketer 

  B.  sales agent 

  C.  broker 

  D.  wholesaler 

21. Which term refers to all the activities involved in making products—goods and services—for customers?

  A.  operations 

  B.  processes 

  C.  planning 

  D.  scheduling 

22.What is a drawback for purchasing any of dozens of anti-spyware products?  

  A.  They are often prohibitively expensive. 

  B.  They require continual updates. 

  C.  They are difficult to install. 

  D.  They often don’t work. 

23. In a __________ system, the customer is part of the system during service delivery.

  A.  high-contact 

  B.  low-contact 

  C.  customer 

  D.  quality 

24. What is the name of the application used for searching, sifting, and reorganizing pools of data to uncover useful information?  

  A.  data warehousing 

  B.  data access 

  C.  data tapping 

  D.  data mining 

25. Which term describes the idea that quality belongs to each person who creates it while performing a job?

  A.  quality control 

  B.  quality ownership 

  C.  quality circles 

  D.  total quality management 

26. When Dell Inc. shares information to improve the overall flow through a system composed of companies working together, it is engaging in which of the following?

  A.  distribution chain management 

  B.  total quality management 

  C.  supply chain management 

  D.  service channel analysis 

27. What system allows outsiders limited access to a firm’s internal information systems?

  A.  intranets 

  B.  firewalls 

  C.  extranets 

  D.  directories 

28. Which of the following best describes supply chain management?

  A.  The principle of improving the supply chain by focusing on the slowest step in the chain. 

  B.  A limitation on the number of suppliers allowed to supply a particular company. 

  C.  The complete movement of raw materials throughout a manufacturing or service facility. 

  D.  The principle of looking at the supply chain as a whole in order to improve the overall flow through the system. 

29. Which of the following best describes business process reengineering?

  A.  The redesigning of business activities to improve performance, quality, and productivity. 

 B.  A program certifying that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization. 

  C.  The principle of looking at the supply chain as a whole in order to improve the overall flow through the system. 

  D.  A program certifying that a factory, laboratory, or office has developed pollution-control standards. 

30. Which of the following refers to the receiving, storing, handling, and counting of all raw materials, partly finished goods, and finished goods?

  A.  materials handling 

  B.  inventory control 

  C.  quality control 

  D.  wholesaling 

31. Which cybercriminal activity refers to the act of luring Internet users to bogus Web sites?

  A.  computer virus distribution 

  B.  spamming 

  C.  phishing 

  D.  Trojan horse distribution 

32. Who is the person who is in charge of operating systems for gathering, organizing, and distributing information?

  A.  production manager 

  B.  operations manager 

  C.  information systems manager 

  D.  research and development manager 

33. Which type of system is designed for smooth production flow to avoid inefficiencies, eliminate unnecessary inventories, and continuously improve production processes?

  A.  quality system 

  B.  lean system 

  C.  managed system 

  D.  production system 

34. Which of the following terms refers to all activities involved in getting quality products into the marketplace?

  A.  quality control 

  B.  quality reliability 

  C.  total quality management 

  D.  performance quality 

35. Which term refers to the flow of information, materials, and services from raw-materials suppliers through stages in the operations process until the product reaches the end customer?

  A.  distribution chain 

  B.  supply chain 

  C.  service channel 

  D.  distribution channel 

36. Which component directs the computer to the correct resources to use and how to use them?

  A.  an application program 

  B.  system software 

  C.  an electronic spreadsheet 

  D.  a database 

37. What feature does a firewall provide?

  A.  Internet access 

  B.  protection from electrical surges 

  C.  connectivity between stations in a LAN 

  D.  privacy protection 

38. What system includes data conferencing and videoconferencing?

  A.  electronic communication systems 

  B.  electronic conferencing 

  C.  group systems 

  D.  data communication networks 

39. What is the name of software and hardware that prevent hackers from accessing a company’s internal network?

  A.  partition 

  B.  firewall 

  C.  extranet 

  D.  index 

40. Which of the following best describes ISO 9000?  

  A.  The concept that all employees are valuable contributors to a firm’s business and should be entrusted with decisions regarding their work. 

  B.  The redesigning of business processes to improve performance, quality, and productivity. 

 C.  A program certifying that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization. 

  D.  A certification program attesting to the fact that a factory, laboratory, or office has improved environmental performance. 

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