1) Total customersatisfaction is the general feeling of pleasure or disappointmentthat results from comparing perceived performance to expectations.To achieve total customer satisfaction, organizations needto_____________.
2) A ________ is a set of procedures and sourcesmanagers use to obtain everyday information about developments inthe marketing environment.
3) 3M, Hewlett-Packard, Lego, and other companiesuse the ________ to manage the innovation process.
4) ________ consists of people, equipment, andprocedures to gather, sort, analyze, evaluate, and distributeneeded, timely, and accurate information to marketing decisionmakers.
5) A company can take several steps to improve thequality of its marketing intelligence. If the company purchasescompetitive products for study, attends open houses and tradeshows, and reads competitors’ published reports and stockholderinformation, the company is using ________ to improve the qualityof its marketing intelligence.
6) Most established companies focus on ________when it comes to innovation.
7) The value proposition consists of a cluster ofbenefits the company promises to deliver; it is
8) Particularly when shopping for ego-sensitiveproducts such as perfumes and expensive cars, many consumers useprice as an indicator of ________.
9) ________ is the result of a concentrated effortby designers, engineers, and purchasing agents to reduce theproduct’s overall costs.
10) A firm has to consider many factors in settingits pricing policy. We list these as a six-step process. Which ofthe following is NOT one of these steps?
11) The first step in the marketing researchprocess is to ________.
12) Marketing research is now about a ________billion industry globally.
13) Which of the following types of marketingresearch firms would best be described as one that gathers consumerand trade information which they sell for a fee (e.g., NielsenMedia Research)?
14) ________ communicates a company’s intendedvalue positioning of its product or brand to the market.
15) A company can add new products throughacquisition or development. The acquisition route can take threeforms. The company can buy other companies, it can acquire patentsfrom other companies, or it can buy a ________ or _________ fromanother company.
16) Some intermediaries use the following:strategic planning, advanced information systems, sophisticatedmarketing tools, measure performance on a return-on-investmentbasis, segment their markets, improve their target marketing andpositioning, and ________.
17) Price has operated as the major determinant ofbuyer choice among poorer nations, among poorer groups, and with________ products.
18) The chief disadvantage to a firm that decidesto follow a product specialization strategy in selecting targetmarkets is ________.
19) To reach Generation Y, rock band Foo Fighterscreated a digital street team that sends targeted e-mail messagesto members who “get the latest news, exclusive audio/video sneakpreviews, tons of chances to win great Foo Fighters prizes, andbecome part of the Foo Fighters Family.” Which of the followingtechniques for reaching Generation Y are the Foo Fightersusing?
20) The marketing communications mix consists ofsix major modes of communications. Which of the following is NOTone of these modes?
21) “Power prices” use price as a key strategictool. These “power prices” have discovered the highly ________effect of price on the bottom line.
22) Following the ________ approach to targetmarket selection encompasses a strong knowledge of the segment’sneeds, a strong market presence, and operating economies throughspecializing in production, distribution, and promotion.
23) New-to-the- world products are ________.
24) If no one is aware of conflict, it isgenerally agreed that _____.
25) The two general approaches to bargaining areknown as ________.
26) Danielle wants to become a surgeon, not onlybecause achieving this goal will give her self-respect andautonomy, but also because she wants a job with high status andrecognition from others. Which of Maslow’s needs is Danielle tryingto fill?
27) Which of the following statements aboutleadership is true?
28) The traditional view of conflict is the beliefthat conflict is _____.
29) _____ bargaining is negotiation that seeks todivide a “fixed pie.”
30) Which of the following statements best definesa work group?
31) Which type of skill training has becomeincreasingly important in organizations?
32) Examples of on-the-job training include all ofthe following except _____.
33) According to a recent survey, about ___percent of employees working in the 1,000 largest U.S. corporationsreceive ethics training.
34) Which of the following is NOT a typicalwritten test used in organizations?
35) _____ can be used to increase the perceptionthat employees are treated fairly.
36) Which of the following is not a primary forcefor change in organizations?
37) What term is used for the tendency of anindividual to attribute his own successes to internal factors whileputting the blame for failures on external factors?
38) Whenever Jane is successful she takes fullcredit for what has happened, but whenever she is unsuccessful sheattributes her failure to bad luck or blames one of her fellowemployees. She is guilty of _____.
39) Work specialization is the same as _____.
40) Organizational structure has six key elements.Which of the following is not one of these elements?
41) According to David Maister, the most complexprojects requiring innovation and creativity are called_________.
42) Refer To: 0801 The inventory turnover for thiscompany is:
43) According to Goldratt and Fox, a usefulperformance measure to treat inventory is ______.
44) Which of the following product promotionalactivities would probably help make the supply chain moreefficient?
45) If the system contains a bottleneck, the_______ is the best place for control. If there is no bottleneck,the __________ is the best place for control.
46) A checking account is __________.
47) An all-equity-financed firm would__________.
48) Under capital rationing, given the choiceamong several equally attractive investments, the best tool to useis the __________.
49) An investor’s risky portfolio is made up ofindividual stocks. Which of the following statements about thisportfolio is true?
50) __________ says to seek out investments thatoffer the greatest expected risk-adjusted real return.
51) Due to asymmetric information, the marketfears that a firm issuing securities will do so when the stock is_________.
52) “Hard” capital rationing refers to therationing __________.
53) Which of the following statements is true?
A. The Principle of Incremental Benefits says to consider thepossible ways to minimize the value lost to capital marketimperfections, such as asymmetric taxes, asymmetric information,and transaction costs.
54) __________ says to recognize the value ofhidden options in a situation, such as the foreign exchange optionsin some derivative instruments.
55) __________ says to look for opportunities toinvest in positive-NPV projects in foreign markets or to developderivatives or design arrangements that enable firms to cope betterwith the risks they face in their foreign operations.
56) A key variable covered in our text for theBlack-Scholes OPM is __________.
57) The conversion price (for a convertiblesecurity) is usually adjusted __________.
58) The managerial decision best addresses whichof the following questions?
59) The investment decision best addresses whichof the following questions?
60) __________ says to use derivatives to payothers to take risks.
61) __________ says to recognize the value ofoptions contained in derivatives.
62) You do a study and find out that, on average,stock prices for firms decrease 3% for every 5% decrease in insideownership. You are watching the nightly business report and findout that Magic Tape’s stock has announced that insiders have sold10% of their holdings. You are concerned because you own 1,000shares of Magic Tape and it had closed the day before unchanged at$30 per share. If markets are at least semi-strong form efficient,what would you expect?
63) Which (if any) statement is false?
64) Which of the following is (are) true?
65) A transfer price exists when two segments ofthe same organization sell _____.
66) Which decision will involve no incrementalrevenues?
67) Cena Corporation has a joint process thatproduces three products: P, G, and A. Each product may be sold atsplit-off or processed further and then sold. Joint-processingcosts for a year amount to $25,000. Other relevant data are asfollows:
68) It costs Garner Company $12 of variable and $5of fixed costs to produce one bathroom scale which normally sellsfor $35. A foreign wholesaler offers to purchase 2,000 scales at$15 each. Garner would incur special shipping costs of $1 per scaleif the order were accepted. Garner has sufficient unused capacityto produce the 2,000 scales. If the special order is accepted, whatwill be the effect on net income?
69) Joint products should be processed beyond thesplit-off point if _____.
70) Important factors considered by salesforecasters include all of the following except _____.
71) Which of the following does not appear as aseparate section on the cash budget?
72) Beginning cash balance plus total receipts
73) The financing section of a cash budget isneeded if there is a cash deficiency or if the ending cash balanceis less than:
74) How much sales are required to earn a targetincome of $80,000 if total fixed costs are $100,000 and thecontribution margin ratio is 40%?
75) A company has total fixed costs of $120,000and a contribution margin ratio of 20%. The total sales necessaryto break even are
76) A variable cost is a cost that
77) At the break-even point of 2,000 units,variable costs are $55,000, and fixed costs are $32,000. How muchis the selling price per unit?
78) A process cost accounting system is mostappropriate when
79) Absorption costing assigns _____ to theproduct.
80) Identify which statement about “currentlyattainable standards” is NOT true.
81) A well-designed activity-based costing systemstarts with
82) Which of the following statements is incorrectwith respect to creditors and equity investors?
83) _____ are sections of the balance sheet.
84) The _____ is not one of the three majorfinancial statements.
85) _____ are profitability ratios.
86) Although the U.S. has had a longstandingagreement with ___________, after the passage of NAFTA, _________became the United States’ second largest trading partner.
87) Which country does the text describe asbecoming the largest producer and consumer of many of the world’sgoods?
88) Diversity training programs are generallyintended to provide a vehicle for _____.
89) Which social responsibility theory has beenadvocated by Novel Prizewinning economist Milton Friedman?
90) One study found that manufacturing labor costsabout ___ an hour in China, compared to ____ dollars in the UnitedStates.
91) Which of the following statements is generallyNOT true about state intermediate appellate courts?
92) Which of the following is correct aboutlitigating commercial disputes?
93) If consumer incomes increase, the demand forproduct Y will _____________.
94) When an economist says that the demand for aproduct has increased, this means that:
95) The force behind globalization in _____ wasthe amount of muscle, horsepower, wind power, or steam power that acountry could deploy.
96) The Global, Web-Based Platform enablesindividuals to do which of the following?
97) The costs of delivering products in the _____channel are much higher than delivering products in the _____channel.
98) Two complimentary approaches to measuremarketing productivity are ________ and marketing-mix modeling toestimate casual relationships and how marketing activity affectsoutcomes.
99) ________ is a qualitative research approachfor getting inside a consumer’s mind and finding out what they arethinking or feeling (e.g., a consumer says that the John Deerebrand makes them think of a rugged Midwestern male who ishard-working and trustworthy).
100) The use of a(n) _____ serves as a comparisonto assess the existence and potency of the manipulation.

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