Retail Operations Management

1. ________ is never simple, yet understanding it is the essential task of marketing management. A. Consumption pioneeri...

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1. ________ is never simple, yet understanding it is the essential task of marketing management. A. Consumption pioneering B. Brand personality C. Understanding the difference between primary and secondary data D. Consumer buying behavior 2. The starting point to understanding how consumers respond to various marketing efforts is the ________ model of a buyer's behavior. A. subculture B. postpurchase dissonance C. stimulus-response D. belief 3. In the model of buyer behavior, which of the following is not a major type of force or event in the buyer's environment? A. cultural B. economic C. technological D. channels 4. Marketers are always trying to spot ________ in order to discover new products that might be wanted. A. attitudes B. cultural shifts C. dissonance D. lifestyles 5. ________ are becoming a very attractive market: they are the ideal market for exotic travel, restaurants, high-tech home entertainment products, leisure goods and services, and designer furniture and fashions. A. Italians B. Mature consumers C. Teenagers D. Europeans of African origin 6. ________ are society's relatively permanent and ordered divisions whose members share similar values, interests, and behaviors. A. Subcultures B. Lifestyles C. Purchase decisions D. Social classes 7. Family is one of the ________ factors that influence consumer behavior. A. social B. personal C. business D. cultural 8. ________ are groups to which an individual wishes to belong, as when a teenage football player hopes to play someday for Inter Milan. A. Aspirational groups B. Membership groups C. Leisure groups D. Social class groups 9. Opinion leaders are sometimes referred to as ________. A. buzz marketers B. networkers

C. the upper class D. the influentials 10. A ________ consists of the activities people are expected to perform according to the persons around them. A. role B. tradition C. life-cycle D. lifestyle

Answer of Multiple Choice Questions 1. (D) 2. (C) 3. (D) 4. (B) 5. (B)

6. (D)

7. (A)

8 (A)

9 (D)

10 (A)

1. A buyer's decisions are influenced by ________ such as the buyer's age and life-cycle stage, occupation, economic situation, lifestyle, and personality and self-concept. A. reference groups B. personal characteristics C. habitual buying behavior D. psychographics 2. All of the following make up a person's lifestyle except ________. A. opinions B. dissonance-reducing buying behavior C. AIO dimensions D. work 3. ________ refers to the unique psychological characteristics that lead to relatively consistent and lasting responses to one's own environment. It is usually described in traits such as self-confidence, dominance, sociability, autonomy, defensiveness, adaptability, and aggressiveness. A. Self-awareness B. Culture C. Belief D. Personality 4. Brand personality is a mix of human traits attributed to a brand. Which of the following is not identified as a brand personality trait? A. sincerity B. emotion C. excitement D. sophistication 5. A ________ is a need that is sufficiently pressing to direct a person to seek satisfaction. A. motive B. perception C. tradition D. culture 6. Maslow's theory is that ________ are arranged in a hierarchy from the most pressing at the bottom to the least pressing at the top. A. stimuli B. human needs C. beliefs and attitudes D. perceptions 7. What is the least pressing in Maslow's Hierarchy of Needs?

A. B. C. D.

safety needs esteem needs social needs self-actualization

8. People cannot focus on all of the stimuli that surround them each day. A person's tendency to screen out most of the information to which he or she is exposed is called ________. A. selective distortion B. selective attitude C. selective retention D. selective attention 9. People forget much that they learn. They tend to retain information that supports their attitudes and beliefs. This is called ________. A. selective distortion B. selective attention C. selective retention D. selective attitude 10. ________ describes changes in an individual's behavior arising from experience. A. Learning B. Perception C. Aggressiveness D. Cognitive dissonance

Answer of Multiple Choice Questions 1. (B) 2. (B) 3. (D) 4. (B) 5. (A)

6. (B)

7. (D)

8 (D)

9 (C)

10 (A)

1. ________ are subtle stimuli that influence where, when, and how a person responds to an idea. A. Cues B. Messages C. Impulses D. Personalities 2. A(n) ________ is a descriptive thought that a person has about something. A. attitude B. lifestyle C. perception D. belief 3. A person's attitudes fit into a pattern, and to change one attitude may require difficult adjustments in many others. Thus, a company should ________ try to fit its products into existing attitudes rather than attempt to change attitudes. A. usually B. seldom C. not D. once in a while 4. The buying process starts with ________, in which the buyer recognizes a problem or need. A. information search B. purchase decision C. separation of needs and wants D. need recognition

5. The most effective sources that consumers obtain information from are ________ because they legitimize or evaluate products for the buyer. A. public B. commercial C. experimental D. personal 6. Generally, the consumer's purchase decision will be to buy the most preferred brand, but two factors can come between the purchase intention and the purchase decision. Which of the following is one of these factors? A. alternative evaluation B. attitude of others C. new product adoption D. postpurchase behavior 7. The relationship between the consumer's expectations and the product's ________ determines whether the buyer is satisfied or dissatisfied with a purchase. A. consumer market B. recognition C. service quality D. perceived performance 8. How consumers learn about new products for the first time and make the decision to buy them is called the ________. A. information search B. quality assessment C. adoption process D. evaluation process 9. Relative advantage, compatibility, complexity, divisibility, and communicability are all examples of ________. A. product characteristics that influence rate of adoption B. postpurchase behavior C. individual differences in innovativeness D. alternative evaluation 10. What can we say about the size of the business market compared to consumer markets? A. They are impossible to compare. B. It is smaller. C. It is huge. D. It is approximately the same. Answer of Multiple Choice Questions 1. (A) 2. (D) 3. (A) 4. (D) 5. (D)

6. (B)

7. (D)

8 (C)

9 (A)

10 (C)

1. Because business purchases are usually more complex than consumer purchases, business buyers tend to ________. A. rely on intuition B. be influenced by the attitudes of others C. use a more formalized buying process D. make quicker purchasing decisions 2. Which of the following is not included in the decision-making unit of a buying organization? A. individuals who control buying information B. individuals who supply the product C. individuals who influence the buying decision

D. individuals who make the buying decision 3. During which stage of the business buying process is a buyer most likely to conduct value analysis, carefully studying components to determine if they can be redesigned, standardized, or made less expensive? A. order-routine specification B. product specification C. proposal solicitation D. general need recognition 4. Many marketers use the self-concept premise that people's possessions contribute to and reflect their identities; that is, "we are what we have." Under this premise, consumers ________. A. use brand personalities B. are affected by subconscious motivations C. buy products to support their self-images D. conduct the information search 5. Blake is in the process of buying a new car. He is highly involved in the purchase and perceives significant differences among his three favourite models. Blake's next step is most likely to be ________. A. purchase decision B. postpurchase behavior C. cognitive dissonance D. evaluation of alternatives 6. Bill thought he had received the best deal on his new car. Shortly after the purchase, Bill started to notice certain disadvantages of his new car as he learned more about other cars available. Bill is experiencing ________. A. selective perception B. postpurchase cognitive dissonance C. information evaluation D. purchase decision 7. As a purchasing agent, Benni Lopez buys goods for use in the production of products that are sold and supplied to others. Benni is involved in ________. A. retail buyer behavior B. interpretive business research C. business buyer behavior D. consumer buying behavior 8. You regularly purchase cleaning supplies for your custodial staff. This purchase is a ________. A. consumer buy B. straight rebuy C. new task D. modified straight rebuy 9. Which of the following is not a key activity of an operations manager? A. Understanding the needs of customer B. Continually learning C. Managing cash flows D. Exploiting technology to produce goods and services 10. Which one of the following best represents a pure service? A. Bank loans B. Computer diagnosis and repair C. Attending a play D. Fast food restaurant

Answer of Multiple Choice Questions 1. (C) 2. (B) 3. (B) 4. (C) 5. (D)

6. (B)

7. (C)

8 (B)

9 (C)

10 (C)

1. Which one of the following best represents a pure good? A. Salt B. Fast food C. Attending a play D. Vehicle repair 2. Which of the following is not true regarding the differences between goods and services?a. A. Demand for services is easier to forecast B. Customers participate in many services C. Services cannot be stored as physical inventory D. Patents do not protect services 3. Service organizations generally A. Locate in close proximity to the customer B. Rely on physical inventory C. Take advantage of patents D. Can delegate human behaviour and marketing skills 4. The following terms - interchangeability of parts, division of labour, highly repetitive tasks - best focus on ____. A. Quality B. Cost and efficiency C. Quality D. Time 5. Which of the following is generally related to service operations? A. Tangible product B. Need for flexible capacity C. Separation of production from consumption D. Large amount of inventory 6. A service encounter includes A. Face-to-face interaction B. Customers and a building C. Customers and advertising D. All of the above 7. Which function typically employs more people than any other functional area? A. Information Systems B. Operations C. Marketing D. Finance 8. A measure of the success of an operation in producing outputs that satisfy customers is A. Efficiency B. Effectiveness C. Quality D. Profitability 9. A measure of the success of an operation in converting inputs to outputs is A. Efficiency B. Effectiveness C. Quality

D. Profitability 10. The inputs to a transformation process include all of the following except A. Materials B. People C. Assembly D. Information

Answer of Multiple Choice Questions 1. (A) 2. (A) 3. (A) 4. (B) 5. (B)

6. (D)

7. (B)

8 (B)

9 (A)

10 (C)

1. Characteristics of services include which of the following? A. Close proximity to the customer B. Simultaneous production and consumption C. Inability to inventory D. All of the above 2. Which of the following would not be an operations activity in a fast-food restaurant? A. Advertising new salad dishes B. Purchasing tomatoes C. Planning the layout of the serving areas D. Cooking hamburgers and fries 3. ____ is an example of a pure good. A. Restaurant B. Dentist C. Coal mining D. Education 4. The following terms - interchangeability of parts, division of labor, highly repetitive tasks - best relate to ____. A. Sales B. Efficiency C. Inventory D. Location 5. In time sequence, which of the following needs to be accomplished first? A. Understand customer wants and needs B. Design and deliver customer benefit package C. Build and leverage operational capabilities D. Hire creative engineers 6. Which of the following is not generally considered a competitive priority? A. Time B. Flexibility C. Innovation D. Infrastructure 7. Families of goods or services having similar characteristics or methods of creation are called A. Core competencies B. Corporate strategy C. Strategic business units D. Functional strategy 8. The ____ of a firm defines its reason for existence.

A. B. C. D.

Strategy development Strategic mission Vision statement Value and code of ethics

9. The ____ describes where the organization is headed and what it intends to be. A. Strategy development B. Strategic mission C. Vision statement D. Value and code of ethics 10. Which of the following would not constitute an element of operations infrastructure? A. Market segmentation B. Work force C. Quality control D. Learning and innovation systems

Answer of Multiple Choice Questions 1. (D) 2. (A) 3. (C) 4. (B) 5. (A)

6. (D)

7. (C)

8 (B)

9 (C)

10 (A)

1. Operations design choices include all of the following except A. Operating plans and controls B. Type of processes and alternative designs C. Supply chain integration and outsourcing D. Inventory 2. Using Professor Terry Hill’s Generic Strategy Framework, which statement is true? A. The first loop ties strategy to operations. B. Operations have no input loop into corporate strategy or marketing. C. Infrastructure decisions must come before process choice decisions and capabilities. D. The four loops are iterative and highly integrated. 3. Considering the work force component of infrastructure, which term does not fit with the others in a service environment? A. Part-time employees B. Cross-trained C. Task-oriented D. Empowerment 4. The operating design choices of resource scheduling, inventory placement and control and standardized operational and job procedures relate best to the corporate objective of A. Profitable growth B. Operational excellence C. Leverage strengths through innovation and technology D. Diversity 5. A company’s mission statement A. Is changed quite frequently. B. Helps identify its target customers and competitors C. Describes in specific terms what the company expects to accomplish D. Occurs after strategy development 6. Which is not considered to be a major performance capability for manufacturing companies? A. Flexibility of variety

B. Quality C. Capacity D. Flexibility of volume 7. Which of the following statements is false? A. There are two possible operations objectives (cost and speed). B. Strategy is concerned with the actions an organization takes in order to survive and prosper in its environment over the long term. C. Strategy can exist at three levels in an organization: corporate, business and functional. D. An organization’s operations can be a source of competitive advantage. 8. Four perspectives on operations strategy are A. Top-down, bottom-up, market-led, operations-led B. Corporate, business, functional, tactical C. Top-down, bottom-up, vertical, horizontal D. Mission, strategy, plan, action 9. In general, a difference exists between purchasing for primary activities and indirect materials. Which of the following characteristics is not a characteristic of purchasing indirect materials? A. A very large number of orders. B. A very large product assortment. C. he average order size is small. D. A limited number of suppliers. 10. A measure of capacity that generally does not include adjustments for preventive maintenance or unplanned downtime is called A. Sustainable capacity B. Effective capacity C. Theoretical capacity D. Safety capacity

Answer of Multiple Choice Questions 1. (A) 2. (D) 3. (C) 4. (B) 5. (B)

6. (C)

7. (A)

8 (A)

9 (D)

10 (C)

1. The capacity expansion approach that utilizes the most safety capacity is A. One large capacity increase B. Small capacity increases that match demand C. Small capacity increases that lead demand D. Small capacity increases that lag demand 2. All the following are means to adjust short-term capacity except A. Add peripheral goods and/or services B. Add or share equipment C. Sell unused capacity D. Change labor skill mix 3. All the following are means to manage capacity by shifting and stimulating demand except A. Vary price of goods or services B. Add peripheral goods and/or services C. Provide reservations D. Shift work to slack periods 4. Overbooking A. Guarantees all perishable resources will be used

B. Keeps customers happy C. May mean some customers will be turned away D. Means customers will be billed if they do not show 5. Which approach is most appropriate for forecasting demand for a new product? A. A causal model B. A Delphi study C. A time-series model D. A regression model

Answer of Multiple Choice Questions 1. (C) 2. (A) 3. (D) 4. (C) 5. (B)