Diff: 1 Objective: 3
AACSB: Analytical thinking
21
Copyright ? 2015 Pearson Education, Inc.
3) The value chain is the sequence of business functions in which ________. A) value is deducted from the products or services of an organization B) producing and delivering the product or service is of prime importance
C) products and services are evaluated with respect to their value to the supply chain D) usefulness is added to the products or services of an organization Answer: D
Diff: 2 Objective: 3
AACSB: Analytical thinking
4) ________ is the generation of, and experimentation with, ideas related to new products, services, or processes. A) Research and development
B) Design of products, services, or processes C) Production D) Marketing Answer: A
Diff: 1 Objective: 3
AACSB: Analytical thinking
5) ________ is the detailed planning and engineering and testing of products, services, or processes.
A) Plan of implementation B) Design C) Production
D) Research and development Answer: B
Diff: 1 Objective: 3
AACSB: Analytical thinking
6) Production is the ________.
A) generation of, and experimentation with, ideas related to new products, services, or processes
B) processing orders and shipping products or services to customers
C) acquisition, coordination, and assembly of resources to produce a product or deliver a service
D) detailed planning and engineering of products, services, or processes Answer: C
Diff: 2 Objective: 3
AACSB: Analytical thinking
22
Copyright ? 2015 Pearson Education, Inc.
7) Marketing is the ________.
A) generation of, and experimentation with, ideas related to new products, services, or processes
B) detailed planning and engineering of products, services, or processes
C) acquisition, coordination, and assembly of resources to produce a product or deliver a service
D) the manner by which companies promote and sell their products or services to customers or perspective customers Answer: D
Diff: 2 Objective: 3
AACSB: Analytical thinking
8) Which of the following differentiates marketing from customer service?
A) Marketing is the process of promoting and selling products or services to customers or prospective customers, whereas customer service is the process of providing after-sales service to customers.
B) Marketing is the process of processing orders and shipping products or services to customers, whereas customer service is the process of providing additional information to customers about the product.
C) Marketing is the process of detailed planning, engineering, and testing of products and processes, whereas customer service concentrates on existing customers.
D) Marketing is the process of processing orders and shipping products or services to customers, whereas customer service is concerned with choosing the right customer for the product. Answer: A
Diff: 2 Objective: 3
AACSB: Analytical thinking
9) ________ is an after-sale support provided to customers. A) Distribution B) Customer service C) Production D) Marketing Answer: B
Diff: 1 Objective: 3
AACSB: Analytical thinking
10) ________ is a strategy that integrates people and technology in all business functions to enhance relationships with customers, partners, and distributors. A) Supply-chain analysis
B) Customer relationship management
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Copyright ? 2015 Pearson Education, Inc.
C) Value-chain analysis
D) Continuous quality improvement Answer: B
Diff: 1 Objective: 3
AACSB: Analytical thinking
24
Copyright ? 2015 Pearson Education, Inc.
11) Customer relationship management initiatives use technology to coordinate all ________. A) advertising and marketing techniques to attract customers B) research activities C) customer-facing activities
D) quality control management activities Answer: C
Diff: 1 Objective: 3
AACSB: Analytical thinking
12) ________ describes the flow of goods, services, and information from the purchase of materials to the delivery of products to consumers, regardless of whether those activities occur in the same organization or with other organizations. A) Supply chain B) Production process C) Quality control
D) Customer relationship management Answer: A
Diff: 1 Objective: 3
AACSB: Analytical thinking
13) Processing orders and shipping products or providing services to customers is known as ________.
A) after-sales services B) distribution C) marketing D) supply chain Answer: B
Diff: 1 Objective: 3
AACSB: Analytical thinking
14) ________ is a philosophy in which management improves operations throughout the value chain to deliver products and services that exceed customer expectations. A) Cost-benefit approach B) Customer focus
C) Customer relationship management D) Total quality management Answer: D
Diff: 1 Objective: 3
AACSB: Analytical thinking
25
Copyright ? 2015 Pearson Education, Inc.
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