Exam 11: Building Customer Relationships Through Effective Marketing

The process of shipping fresh flowers from California to Texas gives ____ utility to the flowers.

A single marketing mix consists of one type of product with little or no variation, one price, one promotional program aimed at everyone, and ____ distribution system(s) to reach all customers in the total market.

CRM technology allows companies to make an investment in building long-term relationships with their customers.

The utility created by making a product available at a location where customers wish to purchase it is called ____ utility.

The forces that make up the external marketing environment of a firm

Which of the following is not a step in the consumer buying decision process?

No product can be marketed successfully by using the undifferentiated approach.

The effects of economic conditions on consumers' ability and willingness to buy would best be called ____ forces.

Steve Berry recently purchased a new boat. This type of purchase would be made using Steve's ____ income.

General Mills is setting up a marketing information system to keep track of marketing trends. External sources of marketing data include all of the following except

From the start of the Industrial Revolution until the early twentieth century, business had a strong production orientation.

In the 1920s, producers had to shift to a new sales orientation, which was characterized by all of the following except

The amount of a product an organization expects to sell during a certain period of time, based on a specified level of marketing effort, is called a

Consumers are usually better informed than business buyers about the products they buy.

Within a market, a group of individuals or firms that share one or more common characteristics is called a target group.

Leslie studies how individuals go about purchasing products for their personal consumption and what factors influence these decisions. Leslie studies

An approach to marketing that involves the entire business organization in the process of satisfying customers' needs while achieving the organization's goals is called

Companies that manufacture typewriters found themselves in trouble quickly when personal computers and word processors became popular. These companies were most impacted by ____ forces.

AST Computers purchases most of its parts from several suppliers and then assembles products based on customer specifications. The company's hard drive supplier's contract will expire soon and AST intends to shop around for a new supplier. The purchasing process could involve all of the following except

If you have always been committed and loyal to Hewlett-Packard technology products, your customer lifetime value to Hewlett-Packard would likely be quite high.