Question 1

Assume you are a salesperson for a direct marketing firm that does in-home jewelry parties. If most of your hosts or hostesses hold only one party a year, what strategies could you use to build strong customer relationships? If you are creating your own business for this example, make sure to describe your product(s) in your introductory sentence.

Accepted Answer

The answer of Assume you are a salesperson for a...

Question 2

Customer relationship management refers to

Accepted Answer

A)  the view that organizations should satisfy the needs of consumers in a way that provides for society's well-being. 
B)  the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so buyers will choose them in the marketplace. 
C)  the idea that an organization should strive to satisfy the needs of consumers while also trying to achieve the organization's goals. 
D)  the links an organization has to its individual customers, employees, suppliers, and other partners for their mutual long-term benefit. 
E)  the cluster of benefits that an organization promises customers to satisfy their needs.

Question 3

Robert was running low on cash when he went to buy his marketing textbook on the first day of class. Luckily, the bookstore accepted his VISA card, so the bookstore created ________ utility for Robert.

Accepted Answer

A)  form 
B)  time 
C)  price 
D)  possession 
E)  place

Question 4

Jakubowski Farms Gourmet Bread Base is the brand name for a mix designed for use in bread making machines. The mixes are sold in 2-pound canisters for $14.99 plus shipping. People learn about the product through word-of-mouth and bread machine demonstrations the company's founder gives to groups in Wisconsin, where she lives. The products are only available through the mail. This is a description of the company's

Accepted Answer

A)  action plan. 
B)  market segmentation strategy. 
C)  mission statement. 
D)  marketing mix. 
E)  target market.

Question 5

An inventor designs a scissors that has interchangeable blades that allow the user to switch from straight cuts to decorative cuts. Identify two possible target markets and explain your answer.

Accepted Answer

The answer of An inventor designs a scissors that has...

Question 6

All of the following are current or prospective distribution channels for Chobani yogurt except which?

Accepted Answer

A)  convenience stores 
B)  drugstores 
C)  mass merchandisers 
D)  schools 
E)  vending machines

Question 7

Describe the marketing mix actions mentioned in the textbook that Chobani has taken since its founding in 2005.

Accepted Answer

The answer of Describe the marketing mix actions mentioned in...

Question 8

In a marketing context, a market refers to

Accepted Answer

A)  people with a similar want for a particular product or service. 
B)  people with both the desire and ability to buy a specific offering. 
C)  the central location for all buying and selling of products and services. 
D)  an open space or covered building where vendors convene to sell their offerings. 
E)  the free operation of supply and demand.

Question 9

Studies of new product launches indicate that about ________ percent of the products fail.

Accepted Answer

A)  33 
B)  40 
C)  67 
D)  75 
E)  90

Question 10

A typical marketing department both shapes and ________ its relationship with internal and external groups.

Accepted Answer

A)  is shaped by 
B)  directs 
C)  motivates 
D)  determines 
E)  dominates

Question 11

The owners of Old School Brand Authentic Antique Foods researched Civil War records to come up with recipes used for the old-fashioned cookies the company produces and markets. The cookies are which part of the company's marketing mix?

Accepted Answer

A)  process 
B)  price 
C)  product 
D)  place 
E)  people

Question 12

Redbox places vending machines at local convenience and grocery stores that allow customers to rent and return popular DVDs 24 hours a day. This creates both ________ and ________ utilities.

Accepted Answer

A)  form; place 
B)  form; time 
C)  place; time 
D)  time; possession 
E)  form; possession

Question 13

In the performing arts world, Tessitura uses box office technology to track every patron transaction, including ticket purchases, fund-raising, volunteering, and gift shop purchases, in one database. The information can help symphonies, operas, and theaters develop customer profiles to tailor sales messages to specific individuals. Tessitura will allow arts groups to engage in

Accepted Answer

A)  market aggregation. 
B)  relationship marketing. 
C)  societal marketing. 
D)  market mining. 
E)  mainstream marketing.

Question 14

According to the textbook, Starbucks provides its customers with the best

Accepted Answer

A)  branding. 
B)  products/services. 
C)  price. 
D)  customer service. 
E)  availability.

Question 15

During October, kiosk or "pop-up" stores appear in many malls for the holiday season. Typically, these kiosks sell gift boxes of cheese, jewelry, and other items people think are appropriate seasonal gifts. In January, these retailers vanish. Is it possible for such a retailer to use relationship marketing? Explain your answer.

Accepted Answer

The answer of During October, kiosk or "pop-up" stores appear...

Question 16

The linking of the organization to its individual customers, employees, suppliers, and other partners for their mutual long-term benefit is referred to as

Accepted Answer

A)  relationship marketing. 
B)  exclusive dealing. 
C)  loyalty marketing. 
D)  customer relationship management. 
E)  symbiotic marketing.

Question 17

A want is ________ that is shaped by a person's knowledge, culture, and personality.

Accepted Answer

A)  a desire 
B)  a need 
C)  a utility 
D)  a demand 
E)  an option

Question 18

The activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large is referred to as

Accepted Answer

A)  manufacturing. 
B)  advertising. 
C)  marketing. 
D)  selling. 
E)  promotion.

Question 19

A business traveler joined the Starwood Preferred Guest Program in order to earn points each time he stayed overnight in a Westin or Sheraton hotel. Once he has accumulated enough points, he can trade in his points for a free night's stay. As a member of this program, the traveler receives periodic updates on new hotels and learns of ways to earn additional points. The marketing term that best describes this scenario is

Accepted Answer

A)  relationship marketing. 
B)  customer satisfaction promotion. 
C)  customer relationship management. 
D)  customer valuation. 
E)  supplier-consumer partnership.

Question 20

A want refers to

Accepted Answer

A)  a sense of personal inadequacy based upon observations by others around you. 
B)  a powerful desire that causes a person to take action. 
C)  a need that is shaped by a person's knowledge, culture, or personality. 
D)  a feeling of being deprived of something, but not fully understanding what it may be. 
E)  a feeling of deprivation of basic necessities such as food, clothing, and shelter.

Exam 1: Creating Customer Relationships and Value Through Marketing