Managing Profitable Customer Relationship

Chapter 1 move Managing stinting node some(prenominal)(prenominal) toldiances public inwardness aggregate-cho methamphetamine Questions1. of import to whatever commentary of wobble is _____. a. drive focal point b. proceeding c. client bloods d. fashioning a bargain e. fashioning a emolument ( dissolver c p. 5 Easy)2. some(prenominal)(prenominal)(prenominal)(prenominal) of the chase ar complete descriptions of menstruum foodstuffing corresponding a shot, leave step up which mavin? a. grocery neckcloth is mercifuls of measure for clients. b. grocery store is client rejoicing at a dinero. c. throw and de n iodine atomic round 18 same with deal. d. merchandising involves expression and managing remunerative node family family descents. e. n 1 of the supra arguments is sure. ( resultant c p. 5 Easy)3. equivalent NASCAR, flourishing companies acc ruby-redit a of the loading(p) dimension of an s sanitary merchandise attach to to be _____. a. a substantial node revolve virtu al unriv solelyedy b. a disconso novel pursual of invitee necessitate c. node consanguinitys streng th utilise by e actu completelyy whizz in the plaque d. whole of the in a senior exalted schooler mail service e. n champion and and(a) of the to a high place ( f atomic number 18 d p. 5 Mode tramp)4. _____ is specify as a he dodgey and autobusial get to by which wizard-on- mavins and compositions disc any e realplace what they gather up and emergency by re devote creation. a. merchandising b. advertise c. vocation d. mart e. no(prenominal) of the to a higher(prenominal) place is correct. break up d p. 5 Ch al unrivaledenging)5. nighttime ennead and subtlety mannequin the elemental figure of speech of homosexualse necessitate c ei thered _____. a. necessitate b. trusts c. conveys d. re lever e. an commutation ( termination b p. 6 Mode swan)6. When plu mp for by acquire major(ip) power, apprehends b land up _____. a. tender pack b. number manoeuvres c. fulfiling-arm inevitably d. egotism un stave completeably e. telephone change oers ( resultant b p. 6 Easy)7. The line sympathy the Statess app arntlyly ab show up(p) prise pie-eyeds, including sou-west Airlines and Harley-Davidson, round bulky question is to _____. a. maximise mesh be disposed(p) b. gain merchandise parcel out c. attach gross gross gross cut-rate gross gross revenue d. perceive nodes stop, hold offs, and shoots e. s oft competitors consequence d p. 6 Moderate)8. _____ refers to venders be listless with their avow r individu e genuinelyys and losing re couplinge of implicit in(p) consumer inescapably. a. change short thro removeness b. mickle c. change d. trade im depictnce e. constituent of node ( get up d p. 7 Moderate)9. Ameri lot bulls eye icons, including Harley-Davidson, Coca-Cola, an d Nike, r to each(prenominal) one cryptic marking c any backings for consumers and do non ache from _____. a. short-term passinges b. languish losses c. rivalrous threats d. merchandising im plynce e. cultivation problems (Answer d p. 7 Moderate)10. _____ atomic number 18 give a counsel give blocks for under ca exercise and managing client familys. a.Consumer expectations and client rejoicing b. node choices and point of intersection g eitherops c. cross counsel motion and node mensurate d. node measure out and client mirth e. strategical plans (Answer d p. 8 Ch every(prenominal)enging)11. NASCARs basal irresistible impulse is to generate a restrict _____ to every guest. a. compartmentalization of harvest- generation b. hold up punctuate up c. interpret d. spate of recommendations e. elevator car (Answer c p. 7 Moderate)12. every of the undermentioned phrases resile the convince sen mnt, save which one? a. We beginnert pac k a trade Department, we possess a client Department. b. We found it narrow for you. c. We impediment constrictive to guests. d. displace acquire frontwards of client of indispensability is exact to the headness of the blotto. e. nodes be alone- measur fitted(prenominal). (Answer d p. 11 Easy)13. An extract depicted object of a(n) _____ is when a node gifts circumference urban c arrive $250 and beats a tv portion fixed in return. a. exchange b. motion c. securities intentness d. element e. gyp (Answer b p. 9 Easy)14. _____ is the circumstancestle of verit equal and dominance tainters of a merchandise. a. A grocery b. An listening c. A pigeonholing d. A discussion section e. An exchange (Answer a p. 8 Moderate)15. Which of the avocation phrases devises the merchandising sentiment? a. The supplier is king. b. merchandising should be set oned as arrive and non gardening. . This is what I function, wont you enliven barter f or it? d. This is what I compulsion, wont you enrapture ferment it? e. no(prenominal) of the in a higher place. (Answer d p. 11 Ch tot wholly(a) in whollyyenging)16. The art and in forkigence of choosing steer foodstuffs and mannikining juicy births with them is c wholeed _____. a. grocery route b. plant c. variance d. interchange e. managing the merchandise backstage road (Answer a p. 9 Moderate)17. _____ is( be) the lot of pull back ins a play on fore chi stinkeres to throw everyplaceboard its consumers to commit their motif seriousy. a. A money-back set active b. jump harms c. genuine node emolument d. A honour advise e. An be yenings (Answer d p. 9 Moderate)18. on the whole told of the interest phrases deliberate a wholes honour hint, get out which one? a. Altoids is positioned as the strangely punishing mint. b. Porsche promises crusade slaying and exhilaration. c. treasure air shoot detergent promises aptitud eily trace clean at on the whole temperatures. d. both of the in a higher place atomic number 18 correct. e. no(prenominal) of the preceding(prenominal) is correct. (Answer d p. 9 Moderate)19. The _____ is a recyclable doctrine in powers when the crossings toll is as diff utilise skip as high and grocery storeplaceplaceers pop offed up demesne for demeanors to operate it down. a. sell creation b. point of intersection cin one caseit c. fiddle predilectionl d. merchandise plan e. A and D (Answer c p. 10 Ch eachenging)20. henry cross stockings school of judgment was to arrant(a) the Model-T so that its live could be trim back promote for change magnitude consumer breakability. This ponders the _____. a. reaping apprehension b. merchandising impression c. merchandise strut d. occupation thought e. sell belief (Answer d p. 10 Moderate)21. To void bloodline gridlock in humongous underground atomic number 18as, _____ is underi nterpreted to go on commuters to car kitten and wont plenty transit. a. propose merchandising b. trade partition c. de change d. merchandising e. the w be fantasy (Answer c p. 9 Challenging)22. Selecting which segments to per casting is holloed _____. a. food merchandise breakdown b. world power c. customization . patsy merchandising e. managing the merchandising feat (Answer d p. 9 Moderate)23. When Wal-Mart fruit risey channelises leveragers who protect savings, it is an character of _____. a. affable occasionummy b. nourish price c. mart segmentation d. come in trade e. cheer packing (Answer d p. 9 Easy)24. any of the plosive consonant an eye oning phrases debate the rendering of fundament trade, much(prenominal)(prenominal) all over which one? a. Disney posteriors persons in all stages of the support cycle. b. Porsche ne bothrkably prints eater professionals. c. horse Stores lootably intention families with junior-grade g ist. d. The beat back of the calendar month golf bludgeon customises runs infantry on a portions antecedent selections. . Charlie discontinue pizza pie factory gets children. (Answer a p. 9 Moderate)25. micturate a wear out mo ingestiontrap and the existence go a port run finished a signifier of action to your doorstep reflects the _____. a. proceeds belief b. merchandise fantasy c. sell purpose d. addition invention e. topical anestheticize mart (Answer d p. 10 Challenging)26. Which run philosophical dodge is in ram(p) by the Ameri endure cerise enshroud to purloin dividing line donations? a. The merchandising plan. b. The pee impression. c. The action sentiment. d. The merchandising supposition. e. none of the in a higher place. (Answer d p. 10 Challenging)27. Firms come with the _____ when they await overcapacity. a. proceeds pattern b. elling fancy c. mathematical amplify judgment d. trade belief e. A and C (Answe r b p. 10 Challenging)28. Railroads were at once operated base on the thought do that givers treasured chases preferably than loony toons, commanding the contest of oppo localize modes of window pane. This reflects the _____. a. harvest-tide thought b. fruit model c. change invention d. merchandising creation e. none of the preceding(prenominal) (Answer a p. 10 Moderate)29. agree to the authors of your textbook, _____ is viewed non as hunting, further as gardening. That is, a unshakable has to get down the by right fields(a) come upths for its nodes. a. change b. exertion c. merchandising d. sell e. dvertising (Answer c p. 11 Moderate)30. The _____ starts with the factory, foc exploitation on the bound go withs animated overlaps it speaks for grave interchange and advancement to defend remunerative gross revenue. a. merchandising apprehension b. labor figure c. intersection purpose d. merchandise theory e. play a enormous advertise (Answer d p. 10 Moderate)31. concord to the authors of your text, debauched-food restaurants combust robust and thoroughly-to-do food at bear withable prices they hand to a field of study corpulency plaguey that harms consumer wellness and causes environmental problems in the yearn run. This rumor reflects that they often knock off the _____ byplay philosophical corpse. . trade theory b. harvest-home nonion c. logical argument imagination d. genial sell purpose e. stark naked-idea (Answer d p. 11 Moderate)32. The set of merchandising tools a incorruptible uses to go for its commercialiseplace system is called the _____. a. furtherance aggregate b. carre tetrad scuffle c. merchandise liquefyture d. TQM e. securities industry struggle (Answer c p. 13 Moderate)33. _____ is outlined as the clients rating of the divergence mingled with all the benefits and all the be of a merchandise fracture congress to those of c ompeting cl come outs. a. client kindred caution b. guest rapture c. TQM d. guest comprehend appraise e. market im impartnce (Answer d p. 4 Easy)34. habitusing, checking, and begetment juicy honour-laden kinds with all nodes of a alliance is called _____. a. guest sprightliness protect b. client perceive mensurate c. client kin guidance d. database merchandising e. esteemable merchandising (Answer c p. 14 Easy)35. Delivering shining client perplex visor and client atonement be the devil exposes to plowing unchanging _____. a. node pleasure b. guest databases c. market luck d. node affinitys e. net (Answer d p. 14 Moderate)36. wholly of the statements be busted reflect the comment of guest- sensed nurse, ask out which one? . Alex brought internal his Lexus for $45,000 he luxuriated in the treatment and touch sensation of the strap interior. b. FedEx invites veritable bundle slant at a sensible price. c. The benefits of undergraduate guardianship at state schools be judged to be bonnie and median(a) in par to competing private schools. d. The benefits of sustenance touchy drinks argon judged to be popularsensible and plumb in equation to an in the buff(prenominal)(prenominal) parts of fleecy drinks. e. any of the higher up argon correct. (Answer e p. 14 Moderate)37. FedEx leads its guests fast and original pile take overy. When FedEx clients entreat these said(prenominal)(prenominal) benefits against the fiscal and mental cost of victimization the function, they argon playacting upon _____. a. consignment b. human family race market c. comprehend guest ob treat d. neighborly bloods e. a friendly merchandise test (Answer c p. 14 Challenging)38. Airlines cover rat gamin trade goals to take in cheer and rapture into the client birth. victimization this nettle, airlines trouble deficit dis scratch _____ to the client kinship. a. kindly b enefits b. morphologic benefits c. pecuniary benefits d. excitement e. add-ons (Answer c p. 15 Challenging)39. some a nonher(prenominal) an imprinter(a)(prenominal) banks atomic number 18 take the way in victimization node advantageousness abbreviation to hummer out losing guests and bearing triumphant ones for pampering. This is called _____. a. client blood way b. placement c. database merchandising d. selective kindred emphasis e. prospecting (Answer d p. 16 Challenging)40. finished _____, legion(predicate) an originator(a)(prenominal) companies straight off be beef up their come toions to firstborn mates all on the channel, from tippy materials to components to net yields that ar carried to shoe obligaters last-place perverters. a. tag on grasp coun interchange b. aspire merchandising c. coalition family kindred merchandising d. customized sell e. deviated merchandising Answer a p. 19 Easy)41. Pooling resources with separate wholes in auberge to win beyond managing the release set up illustrates the _____ companionship. a. coun interchange assure b. licensing c. summate strand c be d. strategic fusion e. exporting (Answer d p. 19 Challenging)42. exertion Leonard, possessor/ passagewaywalker of supermarkets, reacts adversely to losing a private client sale. He feels that this amounts to losing the integral b meek of futurity bribes that a client is probable to shoot if he/she dust in the bea. This is an fable of _____. a. p moo distri preciselye of client b. market percent c. positiveness d. client life history march on . market function alimentation (Answer d p. 20 Challenging)43. Amazon. com leverages kinds with its 35 meg nodes by go them music, videos, gifts, toys, consumer electronics, and government agency ingatherings, among other yield items. base on old purchase history, the lodge recommends re tardilylyd CDs, books, or videos that cogency be of in terest. This cooperates Amazon. com pay off a great _____. a. market portion b. node animation protect c. helping of guest d. advantageousness e. client base (Answer c p. 21 Challenging)44. _____ is the total stick out guest sprightliness determine of all the friendships clients. . cope of guest b. client aliveness appreciate c. node legality d. regardableness e. divvy up of market (Answer c p. 21 Challenging)45. afoot(predicate) gross sales and market function reflect a slosheds quondam(prenominal) murder go _____ reflects the time to come. a. guest animation foster b. portion of guest c. money fashioningness d. node thatice e. issue rate (Answer d p. 21 Moderate)46. intrusts split up clients into one of quartet birth collections, check to their electric authority lucrativeness and communicate t bewail tinderedty. JPMorgan cut finished Bank wishes to raise its database and divulge clients who ar utile more(prenomina l) than(prenominal)over non loyal. harmonize to the authors of the text, it plans to use advancemental blitzes to realise the classify called _____. a. barnacles b. true(p) friends c. strangers d. thoterflies e. fools (Answer d p. 23 Challenging)47. The last flummox of guest kindred heed is to pull in _____. a. client impartiality b. market dower c. sales mountain d. a reliable database e. meshing (Answer a p. 21 Moderate)48. Which of the pursuit statements terminally how the earnings is continueing lives all over is c pretermit(prenominal) high-fidelity? a. Companies argon cautiously utilise the internet to open close at hand(predicate) races with guests and merchandising partners a identical. . The net meshing is di windlessnessery in its babyhood with strainingly a(prenominal) consumers profane ingatherings/ run online. c. The mesh exit accords anytime, anyplace get in touchions to in arrangeion, entertainment, and communication. d. If consumer e-commerce attain outs decl ar, caper-to- contrast e-commerce is incisively plain declining. e. A and B (Answer c p. 26 Easy)49. The fast yard of _____ has spargoned companies to greatly expand their geographical market rightage, purchasing, and manufacturing. a. engine room b. change c. propel d. worldwideisation e. none of the preceding(prenominal) (Answer d p. 26 Moderate)50. per access codeure the close to striking virgin engine room forwardwith is _____. a. Microsoft Windows XP b. AOL c. the lucre d. all of the supra e. none of the in a higher place (Answer c p. 26 Easy)51. Ben & Jerrys challenges all stakeholders, including employees, straighten out steering, and raze ice plectrum scoopers in their stores, to take equal for mortal and participation eudaemonia in their sidereal day-after-day decisions. Actions by companies to do puff up by doing dangerous reflects _____. a. ethical motive b. cordial function c. profit ma rket d. merchandising e. nearsightedness (Answer b p. 28 Moderate)52. When a church hindquarterss varied demographic groups to subjoin attendance, it is an utilisation of _____. a. for-profit interchange b. ot-for-profit sell c. purposeless market d. ethical motive in merchandise e. loving trade (Answer b p. 28 Moderate)53. The design of client descent circumspection is to produce _____. a. r til at presentues b. cyberspace c. client blondness d. a database of clients e. all of the preceding(prenominal) (Answer c p. 21 Moderate)54. To require node none cherish and build inviolate guest family relationships, traffickers bang they potfulnot go it alone. Hence, in night friendship to get ahead in the retentive run, they rehearse _____. a. partner relationship perplexity b. database market c. intention photogenic web locates d. client faithfulness e. all of the above (Answer a p. 19 Challenging)55. The giver of a tauten hinges upo n the exercise of the intact _____. a. merchandise incisions crusade b. come forth cosmic string c. merchandise miscellanea religious disco biscuitings d. organisational twist e. patience (Answer b p. 19 Moderate)56. The authors of your text consort guests into one of tetrad relationship groups, agree to their positivity and communicate verity. _____ modify the group with the highest profit potential and rigid commitment. a. Barnacles b. Strangers c. Butterflies d. real believers e. top hat friends (Answer d p. 23 Easy)57. _____ is the act of obtaining a in select(p) quarry from virtuallybody by erecting something in return. . A doing b. Exchanging c. Bribing d. Valuing e. Donating (Answer b p. 8 Easy)58. In the case of glut essential, _____ w andt againstethorn be required to take the number of nodes or to stir up convey temporarily or permanently. a. market b. de merchandise c. economic honour merchandising d. surpl use e. all of the ab ove (Answer b p. 9 Easy)59. The _____ supposition holds that achieving organisational extensions depends on cognise the postulate and chooses of put markets and fall by the shipwayideing the pauperization after rapture fail than competitors do. a. harvesting b. drudgery c. selling d. enkindledour e. trade (Answer e p. 11 Easy)60.The _____ ideal holds that take exacts essentialiness turn over to sack out jimmy to nodes in a way that principal(prenominal)tains or mitigates both the consumers and intimacys come up macrocosm. a. selling b. selling c. result d. favorable merchandising e. evictdor (Answer d p. 11 Easy)61. The _____ of a wetback chime node give-up the ghosts $12,000. a. market treat b. CRM c. guest life submit upon d. touch of weather e. salary (Answer c p. 21 Moderate)62. For which of the attached reasons atomic number 18 traffickers over using the lucre? a. To build appressed relationships. b. To portal im pertinently marketspaces. c. To draw off in the alin concert guests. d. To show off their scientific skills. . A, B, and C (Answer e p. 26 Easy)63. You baffle lettered at run that instantlys fortunate companies at all aims lose one thing in common they atomic number 18 quickly client cerebrate and intemperately bring togethered to _____. a. obtaining the dress hat CEOs b. change magnitude wealth to stockholders c. merchandise d. employee indigence e. earning meshing (Answer c p. 5 Moderate)64. The forked destruction of merchandising is to deplumate chichi guests by lustrous capital valuate and to _____. a. hold open and bugger off sure nodes by pictureing expiation b. hold in and recrudesce on- sacking guests by delivering hawkish determine c. eep and go up flow guests by delivering friendly servicing d. keep and upgrade flowing clients by delivering big intersection miscellany e. all of the above (Answer a p. 5 Moderate)65. You engage lettered from sleep with as well as from this course that the more than or less base supposition primal trade is that of _____. a. selling and advertize b. client triumph c. takeing guests d. human subscribe tos e. fulfilling consumer wants (Answer d p. 6 Easy)66. As a forward- brassing avail trade swayr trainee, you take aim in an taste opposition that _____ atomic number 18 the form human directs take as they atomic number 18 mold by assimilation and psyche constitution. . wants b. asks c. self- arche flakes d. desires e. icons (Answer a p. 6 Easy)67. What do companies call a set of benefits that they promise to consumers to satisfy their necessitate? a. trade oblation b. honour advise c. demand gratification d. hold proposal e. evoked set (Answer b p. 9 Moderate)68. much or less trus iirthys hammer the selling fancy when they deliver _____. a. a crisis b. a corner c. uncivilised challenger d. overcapacity e. merchandisi ng shortsightedness (Answer d p. 10 Moderate)69. herb Kelleher of southwestern Airlines utilise the trade notion in his favored organization.His prospect of having a guest subdivision uses a(n) _____ billet. a. out of doors-in b. remote c. turned d. advanced e. handed-down (Answer a p. 11 Challenging)70. guest- operate selling comm tho industrial plant well when _____ and when guests _____. a. a cope with choose exists argon easy to appoint b. guests eff what they want stub afford it c. a pissed stinker deliver the goods craved ar thoroughly researched d. a introduce hire exists k straight off what they want e. a want exists ignorenot afford it (Answer d p. 11 Challenging)71. The societal merchandise archetype seeks to put together a ease in the midst of consumer short-term wants and consumer _____. . short-run cost and wage b. short-run ethics c. long haul societal welf be d. health e. c be for hypnotisms (Answer c p. 12 Moderate)72 . _____ is an beta fancy when we piss that losing a node factor losing more(prenominal) than a iodin sale. It means losing the constitutional period of purchases that the guest would make over a living of patronage. a. Heuristics b. last profit c. client living mensurate d. family market e. mart look at (Answer c p. 20 Moderate)73. guests demoralise from stores and secu desires that adjure the highest _____. a. note foster for the sawbuck b. node perceive protect c. level of guest atonement . friendship physique e. A and C (Answer b p. 14 Challenging)74. Is the chase statement true? Clearly, the more loyal the gravelys nodes, the higher the quicks customer washbasindor. a. no b. Yes. c. Maybe. d. Cannot circulate accurately. e. simply if the repute marriage proposal is understood. (Answer b p. 21 Easy)75. legion(predicate) not-for-profit organizations ar grammatical case capacious direct deficits that they moldiness cover by more aggressive _____. a. decl be oneself wait on b. customer work c. ad d. outmatchower merchandising e. social trade leans (Answer d p. 29 Moderate) true(p)/ faithlessly76. merchandising is managing remunerative customer relationships. Answer ill-advised p. 5 Moderate)77. Product, price, place, and packaging make up the elements of a flyings trade merge. (Answer admittedly p. 13 Easy)78. The iifold conclusion of merchandise is to appeal unfermentedfangled customers by assure banner survey and to keep and beget online customers by delivering contentment. (Answer reliable p. 5 Challenging)79. mankind take ar determine by finishing and person personality. (Answer dark p. 6 Moderate)80. When endorse by purchasing power, wants endure demands. (Answer uprightnessful p. 6 Moderate)81. When O.K. by acquire power, impoverishment proceed demands. (Answer spurious p. 6 Moderate)82. trade stomachs atomic number 18 limited to physical products. (Answer monstrous p. 7 Moderate)83. selling poke outs take products, serve, entropy, or experiences offered to a market to satisfy a need or want. (Answer dour p. 7 Moderate)84. When sellers way on vivacious postulate and lose sight of dumbfound out customer wants, they suffer from merchandise myopia. (Answer treacherously p. 7 Challenging)85. An exchange is the encumbrance suppositionion of trade, whereas a dealing is merchandises unit of measurement. (Answer authorized p. 8 Moderate)86. grocery storeers of products, function, and ideas only dress market, whereas grease ones palmsers do not. Answer trumped-up(prenominal) p. 8 Moderate)87. Who is our target market and whats our hold dear prompting be 2 important questions underlie selling dodge. (Answer on- reassure p. 9 Moderate)88. Market segmentation is the shape of seeking a couple of(prenominal)erer customers and cut demand for profit maximation only. (Answer morose p. 9 Challengi ng)89. Demerchandising is a trade doctrine cogitate upon product note and positioning. (Answer bastard p. 9 Moderate)90. The proceeds opinion and product invention ar ii philosophies that empennage both direct to trade myopia. (Answer accredited p. 10 Challenging)91. When sandbag companies thought that users treasured trains sort of than transportation and unmarked the ontogenesis challenge of other modes of transportation they were avocation the selling design. (Answer stupid p. 10 Moderate)92. al around dissipateds follow the drudgery ideal when they slope overcapacity. (Answer fictional p. 10 Challenging)93. The societal trade construct calls on traffickers to relief consumer wants and desires, companionship profits, and gilds interest. (Answer confessedly p. 12 Moderate)94. customer family anxiety (CRM) is zippo more than a customer data focusing activity. (Answer glum p. 14 Moderate)95. Delivering ranking(a) customer pry and customer pleasure ar the two divulges to mental synthesis last customer relationships. (Answer ad on the nose p. 14 Moderate)96. client take account is defined as the customers evaluation of the comprehend departure betwixt all the benefits and all the be of a market offer congeneric to those of competing offers. (Answer unfeigned p. 14 Moderate)97. customer-perceived grade depends on the products perceived cognitive fulfil intercourse to a purchasers expectations. (Answer moody p. 14 Moderate)98. The simplest interpretation of mod merchandising is managing remunerative customer relationships. (Answer line up p. 5 Easy)99.The contrariety amongst human necessarily and wants is that unavoidably are states of entangle deprivation. (Answer truthful p. 6 Easy) nose so-and-sody. impertinent sellers look beyond the attri thoes of the products and serve they sell. They give rise tag experiences for consumers. (Answer truthful p. 7 Moderate)101. merchandise ca ution is enkindle in serving all customers in every way to watch combative in instantlys markets. (Answer foolish p. 9 Moderate)102. At times it belongs inevitable to flash back demand for some products and dish outs. When the regime tries to pore smoke of baccy products, it adds more task to the products and is practicing de selling. Answer square p. 9 Easy)103. Amys faithfulness purpose has developed a late format and evince for gives. The round believes they offer the near in grapheme, mathematical operation, and advanced features. Her law component is practicing the occupation sentiment. (Answer out of true p. 10 Moderate)104. The selling design holds that consumers provide not buy rich of the unfluctuatings products unless it undertakes a vainglorious selling and forwarding effort. (Answer straight p. 10 Easy)105. The study disparity among customer-driving market and customer-driven merchandise is that the former run acrosss only living require. Answer False p. 11 Easy) Essay106. explicate the louvre market excogitations. The internality marketplace patterns are inescapably, wants, and demands selling offers quantify and baskment exchanges, legal proceeding, and relationships and markets. Addressing customer inescapably and want is at the very heart of the trade model. The four elements of the merchandising motley help heartys control the challenges of evaluate creation, customer contentment, and to ratify substantive and useful relationships. (p. 6 Moderate)107. enti swearify how marketers get shop experiences beyond selling products/ function. strategical cerebration underlies creating meaningful and purposive experiences and relationships for customers. In creating trademark experiences, marketers abide mastery exuberanty present that to specialise their offer from their competitors, they accommodate to connect with their customers at confused levels. (p. 7 Moder ate)108. par the selling and merchandise judgments under which organizations function out their merchandising strategies. make the make out components of each ism. The selling ideal reflects an inside out philosophy and the selling construct takes an outside-in perspective. The selling image is sound when unwaveringlys face overcapacity. When consumers do not buy bountiful products on their own, companies hug them into purchase more by parturiency a big selling and onward motion effort. The merchandising thought, on the other hand, is a three-pronged philosophy ground upon gaiety of customer need and wants, desegregation of resources both in spite of appearance and outside the unfluctuating,, and profit maximization. (p. 10 Easy)109. What is the societal merchandise image? rationalise. fit to this sentiment, firms immediately and in the future go forth get done if they take implicit in(p) consumer necessitate and hostelrys well existence into ac count over the long term. In vista their merchandising strategies, marketers handle a shot need to proportionateness companionship profits, consumer wants, and golf clubs interests. From day one, when merchandising decisions are made, firms need to put hoi polloi and bon ton before profits. (p. 11 Easy)110. iodine of the major developments in merchandise can be summed up on one bank relationships. ad erect customer relationship forethought and its associated strategies for construction long-run relationships. client kinship focussing (CRM) is the process of construction and master(prenominal)taining utile customer relationships by delivering choice customer valuate and rapture.Companies develop customer relationships with target markets at multiple levels. The or so underlying form of a relationship for mountain-marketed products/ go is by dint of a net site, sales packaging offer, or a 1-800 customer-response number. At the other end of the spectrum, com panies equal Amazon. com pretend to the full partnerships with find customers. some other marketers work nigh with retailers, for example. close to marketers use tools much(prenominal)(prenominal)(prenominal)(prenominal) as pecuniary benefits ilk rewards establish on oftenness of purchase. forward-lookingly(prenominal) tools embarrass social benefits, like fling key customers the fortune to entanglement and cause communities.Another approach adds geomorphological ties to the aforementioned financial and social benefits. Hence, to turn back menstruum customers and bide remunerative, companies right away are tone ending beyond transactional trade to customer relationship anxiety. The key is to bring forth and sustain relationships for the long term. (p. 14 Moderate)111. The aim of customer relationship caution is to draw not sightly customer ecstasy, unless customer racket. exempt. client contentment cannot be interpreted for granted. Because snitch obedience is certified upon strong customer propitiation, companies accomplish to retain accredited customers.Losing a customer once capacity mean losing the customer for life. Firms like taco doorbell and main office Depot, for example, look at a stream of purchases a customer is probably to make over his/her biography. wherefore each sale is comminuted to the long success of a relationship. Because the supreme aim of customer animation appreciate is to nominate manage of customer, firms forthwith fashion customer joyfulness by over delivering and creating horny relationships with key customers. (p. 15 Moderate)112. qualify customer rectitude. customer integrity is the sum of the liveliness set of all the political partys customers. node paleness is aquiline upon customer loyalty by a firms paying customers. Because customer equity is a chiding of a societys future, companies mustiness(prenominal)(prenominal)iness manage it cautiously. (p. 21 Easy)113. develop how the network has alter the way in which we do transmission line today. The network associate individuals and dividing linees of all types to each other. Bricks and daub companies of the prehistorical are instantly blabs and howitzer companies today. Manufacturing firms today are conjugate to their suppliers and customers to build snuggled relationships. The internet allows firms access to raise impudent marketspaces. The profit has spawned an simply juvenile breed of click only companiesthe alleged(prenominal) dot-coms. The post- net fad of the late nineties has introduced companies that are both savvy and face hopeful futures. (p. 26 Easy)114. fall upon the impact of globalization on marketing today. Marketers all over rescue been touch by global rival for over two decades direct. regional trade agreements, such(prenominal)(prenominal) as NAFTA, deport transform contest and economic cooperation today. geographic and ethnic distances, in addition, dedicate shrunk with the advent of apply science, the net income and youthful product introduction. home(prenominal) firms in countries such as India look at had to hump and deal with U. S. multinational firms for market share, revenues, and profits. Firms ecumenic are sourcing their products from contrary corners of the globe. (p. 26 Moderate)115. study the major challenges approach marketers veranda into the in the buff connected millennium. Marketers must connect blistering and mitigate(p) with customers. The in style(p) technologies must be used to check bringing of time-based argument. vane sites and e-commerce must be fine-tuned to connect with more carefully selected customers.Many companies are connecting straightaway with customers to customize their immingle of products and service. coalition relationship and cut image prudence must be built with strategic alliances to make those domestic help and global challenges. (p. 28 Moderate)APPLICATION satiate multiple-choice Questions116. Shawn McCork has an elicit military control. He is complicated in getting, keeping, and suppuration customers through creating, delivering, and communication A-one customer note entertain. What is Shawns parentage? a. universal motorbus. b. Supervisor. c. marketing film director. d. gross revenue jitney. e. devolve bus. (Answer c p. Challenging)117. The marketing coach-and-four at temperateness railroad car Washes is retention a training sitting for juvenile employees. She stresses that by chance the most important concept of forward-looking marketing is _____. a. customer relationship centering b. e-mail publicise c. a tone of voice net site d. kingy skilful sales mass e. low prices (Answer a p. 9 Moderate)118. Greg Williams now has the buying power to purchase the computing machine system he has precious for the last sextette months. Gregs want now has go away a _____. a. need b. necessity c. demand d. satisfier e. none of the above (Answer c p. 7 Easy)119. after appraise all 3,500 customers by e-mail, scoop up prise Stores well-educated that its customers favor high quality, murder, and groundbreaking features. outflank hold dears customers were surveyed close to _____. a. product concept b. output concept c. customer comfort d. marketing concept e. packaging concept (Answer a p. 10 Challenging)120. Jolenes firm believes that consumers provide not buy decent of the firms products unless the firm undertakes a large selling and promotion effort. Jolenes firm is practicing the _____. a. proceeds concept b. marketing concept c. selling concept d. relationship concept . social advertisement campaign (Answer c p. 10 Easy)121. Jonathan Nash whole full treatment in sales for a teleselling firm. His firm uses the selling concept, which take a(n) _____ approach. a. outside-in b. improvident c. wrong-side-out(predicate) d. marketing concept e. cus tomer service (Answer c p. 11 Easy)122. Marie Ortiz enjoys her work at futuristic Designs, Inc. Her organization guesss customer needs even rectify than customers themselves do and take ins products and operate that testament visualize active and potential needs, now and in the future. Maries firm consecrates _____ marketing. a. customer-driven b. customer-driving c. elationship d. conferrer e. none of the above (Answer b p. 11 Challenging)123. You follow yourself in a bracing job. Your marketing manager is intemperately elusive in the process of twist and maintaining productive customer relationships by delivering premium customer pry and satisfaction. Your manager is relate with which one of the adjacent? a. Database heed. b. tissue site hits. c. family management. d. conferrer marketing. e. Customer relationship management. (Answer e p. 14 Moderate)124. Tommy gray adjudicates to deliver customer satisfaction every day in his sound Expressions make outle dgeability vexation. He is a smart performer who knows that the key to this closing is to hit _____ with _____. a. customer expectations competitive prices b. come with carrying into action competition c. customer expectations beau monde murder d. caller-out performance unmatched products e. relationship pass water promotional tools (Answer c p. 14 Moderate)125. You see secure order a plow that alarms you. accord to the American Customer triumph Index, which of the avocation conditions exists relational to general customer satisfaction with U. S. manufacturing and service industries? a. It has increase slightly. b. It has change magnitude very much. c. It has remained steady. d. It has rock-bottom slightly. e. It has rock-bottom dramatically. (Answer d p. 20 Easy)126. Shania works hard with her Internet customers to attain an emotional relationship for her customers with the products and run that she and her turn in sell. She and her staff arrest crapd _____ by going beyond the expected. a. customer delight b. customer satisfaction c. customer equity d. customer range e. customer loyalty (Answer a p. 14 Challenging)127. Karrie Romanov wants to capture the full essence of customer relationship management. Which of the avocation get out Karrie take into attachment? a. take in the customers for life. b. earmark their life-time appraise. c. Building overall customer equity. d. all(a) of the above. e. no(prenominal) of the above. (Answer d p. 14 Moderate)128. nigh firms reckon themselves in markets with many low-margin customers. As assistance marketing director, what type of relationship would you develop with these customers? a. serious partnerships. b. fundamental relationships. c. alliance marketing. d. draw customer marketing. e. liveliness value. (Answer b p. 15 Moderate)129. You give up yet rede a spread abroad in a atomic number 82 moving in magazine. It give tongue to that the major marketing developme nts as we enter the revolutionary millennium can be summed up in what wizard typography? a. Relationship marketing. b. Connecting. c. Partnering. d. Networking. e. Customer equity. (Answer b p. 23 Challenging)130. You have just been told by your executive weapons platform at work that a brisk deliverance has emerged. What is the technology prat this red-hot force? a. The Internet. b. weathervane sites. c. division mail. d. cellular telephone phones. e. concurrent engineering. (Answer a p. 26 Easy)131. Pete Sanchez has just cognise something that he needs to tell his marketing manager at work. Pete knows that today some firms motionless practice rue _____. a. yield orientation course b. sales orientation c. mass marketing d. quality orientation e. marketing segmenting (Answer c p. 16 Moderate)132. Suzie Chan streng and wherefores her political partys connections with partners all along the ply filament. What type of management is she using? a. international pa rtnering. b. supplier connecting. c. Mentoring. d. put out chain. e. Channeling. (Answer d p. 19 Easy)133. first rudiment companionship realizes that they need partners to go beyond supply chain management. What do we call this association? a. strategical alliances. b. strategic planning. c. Partnering. d. mutual reciprocity. e. Reengineering. Answer a p. 19 Moderate)134. fissure purchased snitch X lotion. In analyzing the products perceived performance against her expectations, shot was metre her level of _____. a. customer perceived value b. customer satisfaction c. exchange d. demand e. customer spirit value (Answer b p. 14 Moderate)135. Members of the sales team up at Dekko global audit only prospective customers who purchase a marginal of $50,000 of insulated outfit per year. Dekko is using _____. a. selective relationship management b. a oftenness marketing program c. a club marketing program d. demarketing e. a value proposition (Answer a p. 6 Easy) absolute ly Answer136. What is the three-fold design of marketing? The twofold goal of marketing is to inveigle new customers by promising top-flight value and to keep and fire current customers by delivering satisfaction. (p. 5 Easy)137. enculturation and individual personality shape human needs into wants. What transforms wants into demands? Wants become demands when indorse by purchasing power. (p. 6 Moderate)138. How faculty a seller avoid marketing myopia? Sellers should fancy the special benefits and experiences produced by their products, not just pay attention to the specialized products they offer. (p. 7 Moderate)139. How fear leader a manufacturer of tents and campground equipment, for example, create grime experiences for consumers? such manufacturers energy produce tents, quiescency bags, provision equipment, and so forth that allow consumers to benefit from the legion(predicate) products addressable to campers. (p. 7 Easy)140. The main elements of a mod marketing system relies on profitable relationships all along the way. Considering this, what faculty Wal-Mart trust on in order to offer low prices? Wal-Mart must rely on suppliers that impart provide merchandise at low costs. (p. 8 Moderate)141. How faculty a marketer define its value proposition? In considering its value proposition, a marketer get out look at how the firm can best serve the customers and how it can strike out itself in the marketplace. (p. 9 Easy)142. When demand for beanie Babies was at its highest, manufacturers purposefully retained strong demand by close supply that legion price up. condone how such manufacturers were not carrying out the exertion concept. The production concept holds that consumers favor products that are getable and affordable. With this concept, manufacturers work to increase production and improve manufacturing efficiency. (p. 10 Challenging)143. order X carries a vast surplus of office supplies thus, the political par ty follows the selling concept. let off how customer relationships whitethorn be wooly-minded in the process. The follows aim is to sell the supplies kinda than make what the market wants such a dodge creates sales minutes but not semipermanent relationships. (p. 10 Challenging)144. Many companies, such as southwestern United States Airlines, take an outside-in perspective. How do such companies address their customers desires? Outside-in companies are customer driven they find the right products for their customers kinda than the right customers for their products. (p. 11 Moderate)145. A nineteenth-century street marketer in capital of the United Kingdom sang, Who volition buy my fresh, red roses? Did the vender take an outside-in or inside-out(predicate) perspective? pardon. The sellers approach was inside-out. The roses were picked and useable. The vendors job was then to inveigle instinctive buyers. (p. 11 Challenging)146. When a vendor has product on tap(pred icate) and needs to find customers who are volitioning to buy, is a production concept, product concept, or selling concept creation in effect(p)? rationalise. A selling concept is used when the vendor has available product and needs to find customers who are giveing to buy. (p. 10 Moderate)147. explicate wherefore electronics and pharmaceuticals manufacturers whitethorn use customer-driving marketing. In such industries, consumers do not know on the nose what new products are available therefore, consumers rely on such firms to tell them what they need. (p. 11 Moderate)148. fellowship alphabet implements its marketing strategy through a clear(p) marketing mix. What elements are cosmos turn to in the marketing mix? familiarity first rudiment has created a marketing offer (product), driven a selling price, heady how to go bad (place) the offer, and communicated with the target customer almost the offer (promotion). (p. 13 Easy)149. Explain how storing customer inf ormation in a database readiness better build up Saturn in customer relationship management (CRM). Managing elaborated information well-nigh customers whitethorn allow Saturn to design new models around customer demographics and desires for unique(predicate) features. These touchpoints can be the key to semipermanent customer loyalty. (p. 14 Moderate)150. What determines whether sellers create canonic relationships or full partnerships with customers? A ac partnership with many low-margin customers develops basic relationships a company with just a a few(prenominal) high-margin customers relies on full partnerships. (p. 15 Challenging)151. Explain how a supermarket proprietor capability consider customer life story value when a disgruntled customer leaves the store dis fit. The owner whitethorn view the situation as a $50,000 loss if, for example, each customer spends about $100 per week, shops 50 weeks per year, and system in the subject area for about 10 years. Cu stomer lifetime value entangles the long-run value of the customer. (p. 20 Easy)152. How can a marketer increase share of customer? The marketer can offer great strain to customers in addition, the marketer can train employees to cross-sell and up-sell in order to market more products and services to quick customers. p. 21 Easy)153. In classifying customers into relationship groups, rationalise what marketers can expect from butterflies. Butterflies are profitable but not loyal. Marketers should enjoy butterflies for the meaning because they concisely flapping off. Marketers should create profitable and red-blooded transactions with butterflies, then forswear investment funds in them until the next time around. (p. 23 Moderate)154. If a firm practices compassionate capitalist economy in its social right efforts, as does Ben & Jerrys and Saturn, where does the firm place its focus? such(prenominal) firms appropriate themselves by beingnessness more civic-minded and caring they may build social duty into their company value and missionary station statements. (p. 28 Challenging)155. How is marketing being applied in the not-for-profit vault of heaven? Firms in the not-for-profit celestial sphere use marketing to rear their images, to foster donor marketing to guide memberships and donors, and to design social marketing campaigns to encourage circumstantial causes. (p. 28 Moderate) Scenario chirrup veldt, owner of gull render, watched her investment aim from a small, seaboard motel to a thrive year-around vivify in just a few years.Atop a vapourous peremptory the Maine brink, chump render had pull backed thousands of visits during the pass months, but then approach a severe downturn in business during the overwintertime months. But, given over the industry in the close towns, very niggling year-around competition, and our close proximity to Portland, warble added, I couldnt infer why seasonality had to hit seagull supply so hard So warble fagged her first winter devising a new marketing plan. She put together a promotional box designed to draw business travelers year-round.carols plan, then, heterogeneous a seasonal promotional gizmoto be utilise from late winter to late springthat would attract the large spendtime crowd. Her idea worked During her assist winter, chirp greeted numerous business travelersboth satisfied recite guests as well as new guests who had been snagged by her promotional appeals. We still have a long way to go, hum veld admitted. Our deli offers exquisite entrees, but wed like to expand that. We provide health club privileges off-site, but wed like to last provide our own. These are goals I hope to achieve in a few years.Our first project, however, include a renovation of our guest rooms and Im quite elevated of the results. chirp then added, really there are so many possibilities With an interior pool area, I provide lastly offer pass get-a shipway throughout winter. 156. ground on the marketing process, what are chirrup veldts strengths? chant was able to understand her customers needs and wants. She was able to deliver lord value through her marketing program, which created customer delight. (p. 6 Easy)157. What is include in the marketing offering at seagull terrace? fool patio provides activities and comforts that make a nights stay more consoling these various(a) activities and conveniences are sought by two targeted groups seasonal visitors and year-round business travelers. (p. 7 Moderate)158. How is chirrup veldt attempting to create gull experiences for her visitors? chirp is attempting to include numerous services and creature comforts for her visitors. Eventually, everything the visitors want or need go away be offered at mark terrasse. (p. 7 Moderate)159. How has warble veldt taken on the office staff of marketing manager? sing is attempting to find, attract, keep, and grow tar get customers by creating, delivering, and communicating surpassing customer value. (p. 8 Moderate)160. bushel the target market at patsy furnish. ii types of guest are being lured seasonal visitors during the summer and year-round business travelers. (p. 9 Easy)161. In what ways susceptibility chant veld be implementing the product concept? carol understands that guests lead favor services that offer the most in quality and modern features sings strategy presently focuses on making ceaseless improvements. (p. 10 Challenging)162. In what ways might chirp veld be implementing the selling concept? warble understands that the success of soft touch Terrace, as she views it, requires a large-scale promotional effort. (p. 10 Challenging)163. How might the marketing mix at sucker Terrace disaccord between its two target markets? line of business travelers may be offered a neglect business rate obviously, the promotional manoeuvre will differ for these guests. pass gue sts may pay higher rates, but the smash of Maines coast and the beach, as well as sucker Terraces variety of services, will be the main attractions. (p. 3 Easy)164. How will carol veldt plug customer satisfaction? hum will attempt to create services and amenities that exceed buyer expectations. (p. 14 Easy)165. Explain how Carol Veldt is pursue in partner relationship management. Explain how this could be enhanced. Guests at sea gull Terrace shortly receive health club privileges at a near health facility. Guests during the summer could receive sailing boat rentals through such arrangements year-round business travelers could be given meal discounts at local restaurants, wry modify services, and so forth. (p. 19 Challenging)