Marketing Management

Labor-union negotiations are part of which HR management activity?

• Staffing

• Compensation and benefits

• Training and development

• Employee relations

Which of the following is an example of helpful, printed information that businesses often give new employees during orientation:

• Promotional brochure

• Annual report

• Application form

• Company handbook

Natalie searched for 45-minutes to locate an important file folder, which she found under a pile of papers in an unmarked box that was stored under her desk. What action did Natalie fail to take that would have increased her efficiency and saved the company money?

• Using supplies wisely

• Staying on task

• Staying organized

• Observing safety standards

Determining the group of customers that will be the main target for a company's goods/services is done through

• market strategy.

• market segmentation.

• a policy statement.

• consumer behavior research.

The management function of business is usually responsible for

• setting policy.

• serving customers.

• preparing ads.

• stocking shelves.

What is often the result of positive customer/client relation?

• Additional stress

• More complication

• Repeat business

• Increased training

2. Employees can demonstrate their customer-service mindset by using good

• business activities.

• promotional plans.

• telephone techniques.

• marketing strategies.

3. What is an example of an employee reinforcing a service orientation through communication?

• Telling customers they are misinformed

• Offering to find information for customers

• Agreeing that customers are always right

• Selecting certain customers to help

4. Which of the following is an example of a customer inquiry about a product that an employee might need product knowledge in order to handle:

• "Is it designed to last?"

• "Is financing available?"

• "Is delivery included?"

• "Is there a return policy?"

6. What type of business policy is designed to attract customers by making the purchasing experience more convenient for them?

• Flexible

• Employee

• Product

• Service