University of the Cumberlands Marketing Management Worksheet

QUESTION 1

1. In the context of global market research, which of the following statements is true about the use of census data for in-depth demographic information?

   		All countries have census data.
   		All foreign nations must include an income-based question on their census.
   		Data contained in a census vary from country to country.
   		All nations publish their census reports in English.

1 points

QUESTION 2

1. Which of the following critical components of internal marketing would typically help people who deliver service to know how their work fits in the broader scheme of business operations?

   		An emphasis on teaching employees to have good attitudes
   		An energetic follow-through process
   		A careful selection process in hiring frontline employees
   		A clear, concrete message conveying a particular service strategy

1 points

QUESTION 3

1. In the context of the determinants of service quality, which of the following most likely refers to the consistency and dependability of a service performance?

   		Tangibles
   		Empathy
   		Reliability
   		Adaptability

1 points

QUESTION 4

1. Malcolm purchased health insurance from Healwell Insurance Corp. as he was assured that he would be able to claim the expense incurred on his treatment in the future. With this guarantee, the insurance corporation was able to win the trust and confidence. In this scenario, which of the following determinants of service quality is the company aware of?

   		Intangibility
   		Assurance
   		Profitability
   		Apathy

1 points

QUESTION 5

1. With regard to the internal factors that can either facilitate or impede a company’s efforts to undertake a global approach to marketing strategies, _____ is the factor that refers to the ability of a company to project a global versus national identity, a worldwide versus domestic commitment to employees, and a willingness to tolerate interdependence among business units.

   		structure
   		management process
   		culture
   		political system

1 points

QUESTION 6

1. Joshua is an electrician who is known for solving complex electrical issues consistently in households, automobiles, small commercial centers, and so on. He is punctual, and customers can always reach him anytime of the day. Based on these characteristics, which of the following determinants of service quality is Joshua exhibiting?

   		Responsiveness
   		Tangibility
   		Reliability
   		Empathy

1 points

QUESTION 7

1. The national government of Turnbury regulates the amount of earned and invested funds that can be withdrawn from it. It only permits government bodies to engage in currency dealings. It also places limits on the percentage of investments that can be made by foreign companies. These rules and regulations are attributed to which of the following?

   		Import restrictions
   		Exchange controls and ownership restrictions
   		Political uncertainty
   		Cultural misunderstandings

1 points

QUESTION 8

1. As opposed to clients, customers:

   		must have names.
   		are served by the first person available.
   		have a strong relationship with the service provider.
   		are served on an individual basis.

1 points

QUESTION 9

1. _____ occurs when a company produces a product outside of its final destination and ships it there for sale.

   		Licensing
   		Exporting
   		Importing
   		Franchising

1 points

QUESTION 10

1. Which of the following is a valuable suggestion for service marketers?

   		They should ignore the aspect of making services widely available since it stifles demand.
   		They should utilize all components of the marketing mix.
   		They should ensure that services are not treated as tangible products in terms of their availability.
   		They should form an extended supply chain.

1 points

QUESTION 11

1. Fiona uses her credit card to purchase groceries at the local supermarket. It can be said that every time she swipes her card at the supermarket with every purchase, she is availing a service that is produced by the manufacturer for her consumption. In this scenario, every instance of the card being used helps overcome the problem of _____.

   		inseparability
   		perishability
   		tangibility
   		fluctuation

1 points

QUESTION 12

1. _____ is defined as the continual process by which managers actively encourage, stimulate, and support employee commitment to an organization and its customers.

   		Mobile retailing
   		Forward integration
   		Internal marketing
   		Promotional allowance

1 points

QUESTION 13

1. Which of the following is an example of internal marketing conducted by a chain of dog kennels that boards and grooms pets?

   		A publicity article in the neighborhood newspaper describing the exclusive training received by the kennel’s employees
   		An e-mail to one of the employees by the manager praising him for finding and returning a customer’s dog collar
   		A newspaper advertisement showing a picture of happy dogs staying at the kennel
   		A tour of the facilities available at the kennel targeted at elementary school children

1 points

QUESTION 14

1. Which of the following refers to responsiveness?

   		The willingness or readiness of employees or professionals to provide service
   		The consistency and dependability of a service performance
   		The physical evidence of a service
   		The knowledge and competence of service providers and the ability to convey trust and confidence

1 points

QUESTION 15

1. Which of the following is an example of assurance as a determinant of service quality?

   		A doctor is highly trained in a particular specialty.
   		Employees are always visible in a hotel lobby dusting or otherwise cleaning up.
   		A college professor returns a student’s call on the same day.
   		Flight attendants on a customer’s regular route learn what type of beverages the customer drinks and what magazines the customer reads.

1 points

QUESTION 16

1. In the context of entry and growth strategies for global marketing, which of the following is most likely true of strategic alliances?

   		Firms enter strategic alliances to decelerate technological diffusion.
   		They are usually of a much shorter-term nature than are joint ventures.
   		Partners share long-term goals and pledge almost total cooperation.
   		The risk of competitive conflict between partners is decreased.

1 points

QUESTION 17

1. The availability of employable foreign nationals is a dimension of which internal factor?

   		Structure
   		Management processes
   		Culture
   		People

1 points

QUESTION 18

1. Service products that are totally intangible:

   		do not involve customer participation in a significant way.
   		can be transported and stored.
   		are generally nonperishable.
   		are exchanged directly from producer to user.

1 points

QUESTION 19

1. Most foreign nations do not include an income question on their census, while others omit such items as marital status or education levels. What problem is a market researcher most likely to encounter here?

   		Language
   		Timeliness
   		Data content
   		Availability in the United States

1 points

QUESTION 20

1. With regard to global marketing, which of the following is an example of an offensive goal?

   		A mutual fund firm headquartered in New York aiming to increase its sales targets in its European branches
   		An American automobile manufacturer planning to gain access to technological innovations developed in Japan
   		An information technology company based in Texas attempting to take advantage of the low costs of operations in India by outsourcing its services
   		An American clothing company aiming to expand its operations to India to compete with the local brands there

1 points

QUESTION 21

1. _____ include steep learning curves, worldwide sourcing efficiencies, rising product development costs, and significant differences in host-country costs.

   		Competitive factors
   		Economic factors
   		Environmental factors
   		Market factors

1 points

QUESTION 22

1. Which of the following explains the reason why the quality of services can vary more than the quality of goods?

   		Unlike that of products, producers of services have procedures to prevent, identify, and correct defects.
   		Most services are human performances and are often customized to the needs of a buyer.
   		Producers of goods typically customize products to the needs of a buyer.
   		Unlike services, customers are more likely to purchase defective products.

1 points

QUESTION 23

1. After analyzing current trends in the market, Stage Cinemas, a multiplex, increased its number of movie screens to keep up with the increasing demand and population growth. However, due to the superficial nature of its analysis, it failed to focus on the needs, tastes, and preferences of the public. This indicates that the firm had:

   		a lack of strong competition.
   		no obsolescence.
   		noncreative management.
   		a limited view of marketing.

1 points

QUESTION 24

1. In the context of entry and growth strategies for global marketing, which of the following is most likely a disadvantage of licensing?

   		A firm risks giving up control of proprietary knowledge to its competitors.
   		A firm needs to delegate marketing responsibility for a product to foreign agents who may or may not be dependable.
   		A firm is likely to see an increase in manufacturing costs, a deceleration in technological diffusion, and a reduction in new product development.
   		A firm lacks tight control over manufacturing, marketing, and strategy that is required for realizing economies of scale.

1 points

QUESTION 25

1. A physician-patient relationship is categorized as a _____ relationship.

   		dealer
   		client
   		supplier
   		customer

1 points

QUESTION 26

1. With regard to global marketing research, which of the following is true of using census data for in-depth demographic information?

   		Some countries publish census reports only in their native language.
   		Data contained in a census are uniform across all countries.
   		Census reports are the most reliable sources for securing in-depth demographic information.
   		All countries take a census once in five years.

1 points

QUESTION 27

1. Which of the following is a difference between customers and clients in the context of relationship marketing?

   		Customers have identities and names, while clients do not.
   		Customers have no strong reason to feel allegiance to a service provider, while clients often have a strong relationship with the service provider.
   		Customers are individual entities, while clients are reflected in market summaries as mere numbers and data entries.
   		Customers are served on an individual basis, while clients are mass target groups.

1 points

QUESTION 28

1. Which of the following service qualities includes the willingness or readiness of employees or professionals to provide service?

   		Sympathy
   		Responsiveness
   		Empathy
   		Quality

1 points

QUESTION 29

1. The favorable trade policy of Creasio enables the nation’s firms to engage in extensive foreign trade. The lack of trade barriers enables foreign companies to invest directly in the local market. The maintenance of a proper balance between the exports and the imports of the nation has led to a positive balance of trade. As a result, the global operations of firms in Creasio are strong. The favorable trade policy relates to which of the following external factors?

   		Economic factors
   		Environmental factors
   		Market factors
   		Competitive factors

1 points

QUESTION 30

1. A Japanese automobile manufacturer, Nuriko, expanded its operations to the United States. The research executives at the company examined the homogenous market needs of its customers and released sedans and SUVs, both of which achieved immediate success in the U.S. market. The automobile manufacturer’s triumph can be attributed to _____.

   		environmental factors
   		economic factors
   		competitive factors
   		market factors

1 points

QUESTION 31

1. In a client relationship, _____.

   		the relationship is typically not of an ongoing nature
   		a buyer is typically an agent of a third party or association
   		a buyer views a seller as someone who has knowledge that has value
   		a seller abides by the advice offered by a buyer

1 points

QUESTION 32

1. Which of the following is typically true of service industries that are not subject to obsolescence?

   		They do not utilize internal marketing techniques.
   		They take a sluggish approach to marketing.
   		They are highly creative.
   		They do not operate in markets with heavy competition.

1 points

QUESTION 33

1. The board of directors of Synergie Incorporation discussed a few goals for the new fiscal year. The chief goals included maximizing total sales revenue and improving the overall market position of the firm. These goals are categorized as:

   		defensive goals.
   		guerilla goals.
   		offensive goals.
   		niche goals.

1 points

QUESTION 34

1. With regard to global marketing, one of the offensive goals a firm seeks to achieve is to:

   		gain access to technological innovations which are developed in other countries.
   		increase long-term growth and profit prospects.
   		avoid being locked out of future markets by arriving too late.
   		take advantage of significant differences in operating costs between countries.

1 points

QUESTION 35

1. In the context of marketing, services differ from goods in that services:

   		can only be used at the time that they are offered.
   		can be placed in an inventory for use at another time.
   		lack any kind of customer involvement in production.
   		often involve an impersonal short-term client relationship.

1 points

QUESTION 36

1. In the context of entry and growth strategies for global marketing, which of the following is most likely an advantage of direct ownership?

   		It provides immediate access to foreign markets.
   		It reduces the costs and risks associated with opening up a foreign market.
   		It helps in overcoming legal and trade barriers.
   		It is an attractive option in unfamiliar or politically volatile markets.

1 points

QUESTION 37

1. _____ can be used as a strategy for bypassing restrictions on advertising enforced by some foreign governments.

   		Vertical integration
   		Benchmarking
   		Sales promotion
   		Strategic alliance

1 points

QUESTION 38

1. Autumn Wines Inc., a successful French wine company, has turned the wide availability of high-quality grapes in France into a competitive advantage. Which of the following factors of Porter’s model has been exemplified in this scenario?

   		Demand conditions
   		Factor conditions
   		Related and supporting industries
   		Company strategy, structure, and rivalry

1 points

QUESTION 39

1. By investing solely in domestic operations or not being willing to adapt products to foreign markets, U.S. companies:

   		will find it easier to preempt competitors’ global moves.
   		can maximize their potential to achieve economies of scale.
   		are more susceptible to foreign incursions.
   		are likely to have diminished operating costs.

1 points

QUESTION 40

1. Big Bite Ltd., an American fast food chain, has franchises in several countries. Big Bite regularly provides extensive marketing and promotional support to its franchises, and there is a complete absence of rifts between its domestic and international divisions. This indicates that Big Bite Ltd. has an admirable _____.

   		social culture
   		structure
   		political system
   		management process

1 points

QUESTION 41

1. Service products are often difficult to identify since they:

   		can be sold in the sense of ownership transfer.
   		are bought and consumed at the same time.
   		are composed of tangible elements that cannot be easily transferred.
   		cannot be exchanged directly from producer to user.

1 points

QUESTION 42

1. Which of the following is an advantage of licensing?

   		It offers extensive control over the marketing strategy.
   		It offers the firm tight control over the manufacturing process.
   		It is an attractive option for potentially volatile markets.
   		It does not require granting of patent rights to third parties.

1 points

QUESTION 43

1. Which of the following is the most basic and obvious difference between goods and services?

   		Perishability
   		Intangibility
   		Reparability
   		Palpability

1 points

QUESTION 44

1. Market factors include:

   		shorter product life cycles, transferable brands and advertising, and the ability to globalize distribution channels.
   		worldwide economies of scale in manufacturing and distribution, steep learning curves, and worldwide sourcing efficiencies.
   		improving communications, favorable government policies, and the increasing speed of technological change.
   		competitive interdependencies among countries, global moves of competitors, and opportunities to preempt a competitor’s global moves.

1 points

QUESTION 45

1. Which of the following is a strong criticism against service firms?

   		Overutilization of all elements of the marketing mix
   		Overdependence on advertising
   		Limited use of horizontal integration techniques
   		Inaccessibility of services during off-peak seasons

1 points

QUESTION 46

1. A bank offering a guarantee of same-day loan processing is a typical example of which of the following determinants of service quality?

   		Intangibility
   		Assurance
   		Sympathy
   		Empathy

1 points

QUESTION 47

1. In the context of global marketing research, which of the following is a measure that should be most likely examined in order to assess the ability of consumers in a foreign market to buy?

   		Number and size of families
   		Status and position in society
   		Educational qualifications
   		Distribution of income

1 points

QUESTION 48

1. When a service is produced and marketed simultaneously, it is representative of the unique characteristic of a service that relates to its _____.

   		intangibility
   		perishability
   		inseparability
   		uniformity

1 points

QUESTION 49

1. Which of the following is true of service quality?

   		Service quality is often measured against standards.
   		Service quality is not labor intensive and is typically uniform in nature.
   		Opinions on quality of services do not change in the face of choices.
   		Customers determine the value of service quality in relation to their particular needs.

1 points

QUESTION 50

1. Alice Inc., an American firm, signed a contract with an Indian retailer to sell its latest range of furniture. Due to wrong analysis about the buying power and preferences of the Indian population, the furniture was priced high, consequently leading to low sales. From this scenario, we can infer that Alice Inc. did not succeed due to the _____ existing in India.

   		political conditions
   		legal conditions
   		cultural conditions
   		economic conditions