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Question;MULTIPLE CHOICE QUESTIONS1. Traditional;accounting reports are usually too general to be much help to the marketing;manager in controlling marketing plans.;True;False;2. Digital;communication and e-commerce offer speed and detail in obtaining information;needed for better control.;True;False;3. The;development of electronic pipelines and inexpensive computer software has;helped small and large companies control their marketing strategies.;True;False;4. The ideal;of doing things better, faster, and at lower cost is easy to implement once it;is accepted.;True;False;5. Implementing;a strategy is straightforward, there are usually only a limited number of ways;things can go wrong.;True;False;6. The total;quality management approach recognizes that defects are an inevitable part of;mass production, and that the cost of replacing defective goods is just a cost;of doing business.;True;False;7. The;Japanese success showed that one of the biggest costs of poor quality is lost;customers.;True;False;8. The cost;of replacing defective parts is the biggest cost of poor quality.;True;False;9. Total;quality management applies when the firm's product is a physical good, but not;if it is a service.;True;False;10. A Pareto;chart is a visual aid that helps organize cause and effect relationships for;things gone wrong.;True;False;11. A fishbone;diagram is a graph that shows the number of times a problem cause occurs, with;problem causes ordered from most frequent to least frequent.;True;False;12. The two;keys to improving how people implement quality service are: (1) training and;(2) more inspectors.;True;False;13. Empowerment;means giving employees the authority to correct a problem on their own.? True;False;14. A marketing;manager must use effective communication to manage customer expectations--or;customers will be dissatisfied because they expect more than the firm can;offer.;True;False;15. In a;service operation, customer satisfaction usually increases when routine;services and services that require special attention are grouped together--so;all customers are treated equally.;True;False;16. Services;that require special attention can often be made "routine" with;training.;True;False;17. A company;may decide to benchmark its sales reps against the sales reps of a competitor;or against the sales reps of a firm in a completely different industry.;True;False;18. A company;picking a basis of comparison for evaluating how well its sales reps are performing;is an example of benchmarking.;True;False;19. The money;spent to improve quality should not only satisfy customers but also justify the;cost through improved profit.;True;False;20. A manager;shouldn't worry about making a financial return from money spent on a quality;program as long as customers recognize that the quality is high.;True;False;21. According;to the "80/20 rule," it is common to find that about 80 percent of a;firm's business comes from only about 20 percent of its customers.;True;False;22. The best;way to do a sales analysis is to first break down sales by customer type, and;then geographic region.;True;False;23. Because;too much sales data can drown a manager, it's best to start by asking only for;breakdowns that involve customer type.;True;False;24. Advances;in computer software have accelerated the move to cost analysis and performance;analysis.;True;False;25. Statistical;packages and information systems that produce graphs and charts can make it;easier to see patterns that are hidden in a table of numbers.;True;False;26. Performance;analysis looks for exceptions or variations from planned performance.;True;False;27. As with;sales analysis, performance analysis is limited to sales data.;True;False;28. Marketing;managers use performance indexes to compare what did happen with what ought to;have happened.;True;False;29. The main;advantage of performance indexes is that they make it easier to compare numbers;in a performance analysis.;True;False;30. The;iceberg principle" says that looking at detailed breakdowns of data;is not very useful, since most relevant information is revealed in good;summaries.;True;False


Paper#44973 | Written in 18-Jul-2015

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