London Central DECA Team - Home



1. How do service producers benefit from the exchanges that result from marketing?

A. By controlling their costs C. By obtaining unlimited resources

B. By gaining repeat business D. By increasing charitable contributions

2. Which of the following is an example of production:

A. Reading a new novel C. Providing home security

B. Purchasing food items D. Answering your home telephone

3. A bank denies a business owner's application for credit saying, "We feel that you would be unable to make the monthly payments because of your other debts." What financial report did the bank review?

A. Budget C. Income statement

B. Balance sheet D. Operating budget

4. The actual amount of money a health care business adds to its assets by selling goods and services is the business's

A. gross sales. C. net sales.

B. gross profit. D. net profit.

5. Managers need to be familiar with the latest technology, government regulations, innovations and trends within the industry, and competitors' activities. What category of resource is this?

A. Human C. Material

B. Information D. Financial

6. To obtain approval to accept a customer’s personal check for payment for services, many businesses use a __________ system.

A. collection C. chargeback

B. verification D. reservation

7. One way that many consulting businesses use database software programs is to

A. design company stationery. C. prepare governmental reports.

B. analyze customer information. D. monitor accounting functions.

8. In order to prevent credit-card fraud, beauty salons often instruct their employees to check the __________ on the back of the card.

A. expiration date C. account number

B. customer's signature D. identification code

9. What industrial purchasing structure exists when authority for all purchasing activities, regardless of geographic location, lies with one department or individual?

A. Centralized C. Departmentalized

B. Decentralized D. Warehouse-and-requisition

10. An important reason that health spas maintain records of the number of times individuals visit, and their treatment preferences, is in order to

A. schedule renovations. C. stock adequate supplies.

B. do strategic marketing. D. hire seasonal employees.

11. A concert billing clerk notices that the cost for cups has accidentally been charged to the security department's account instead of to the concession department's account. What needs to happen?

A. The cup charges should be transferred to the concession department's account.

B. The security department's account should be debited for the amount of the cups.

C. The concession department's account should be credited for the amount of the cups.

D. Money from the petty cash fund should be used to reimburse the security department for the incorrect charge.

12. People who provide services are an important part of services marketing because, in many cases, they are

A. the service. C. the market.

B. part-time employees. D. hired seasonally.

13. What is an important step that barber shops can take to minimize bad-check losses?

A. Carefully scrutinize the customers

B. Record customers' addresses and phone numbers

C. Subscribe to a check verification/guarantee service that provides current information on checks and the individuals presenting them

D. Compare handwriting on the check with handwriting samples from an expert because fraudulent customers share some common handwriting traits

14. How can rental business employees prepare for a robbery situation?

A. Follow a daily routine for making bank deposits

B. Mark all the bills in the cash drawer for later identification

C. Know who is responsible for calling police, locking the doors, etc.

D. Cover windows with attractive displays to block robbers' view into the business

15. In order to get the full meaning of what someone is saying, you need to listen carefully and to

A. make no response. C. watch other listeners.

B. know the speaker's background. D. watch the speaker's body language.

16. In the following situation at the XYZ Engineering Company, what did Samantha fail to do: "Hello. This is Samantha. How may I help you? I'll need your name, address, and account number. That was one blueprint and two maps. Thank you for calling in your order."

A. Identify herself C. Repeat the order to the customer

B. Identify the company D. Courteously close the conversation

17. Which of the following is information that would be transmitted to all employees through internal communication channels in a security company:

A. Policy changes C. Budget estimates

B. Business proposals D. Research findings

18. In which of the following situations might a consulting business manager be violating the privacy of employees:

A. Listens to telephone conversations C. Requires pre-employment aptitude tests

B. Installs video cameras near registers D. Asks job applicants about their qualifications

19. Which of the following is an example of an unethical communication technique that some businesses use to sell services:

A. Advertising one low price for a family membership

B. Offering a free valuable membership for a processing fee

C. Giving a discount in exchange for sponsoring a new member

D. Promoting a two-for-one membership for a limited time only

20. Dean's job at a warehouse for a chain of beauty salons involves receiving merchandise when it arrives, checking and sorting it, and putting together orders for shipment to the various locations. In which of the following distribution activities is Dean involved:

A. Packaging C. Transportation

B. Stock handling D. Inventory control

21. What is the path, or route, that goods and services take from the producer to the ultimate consumer or industrial user?

A. Channel of distribution C. Market segment

B. Distribution management D. Market analysis

22. Which of the following is an example of a measurable customer-service goal that many businesses set in order to facilitate the distribution process:

A. Prepare orders for shipment C. Fill orders within a specified amount of time

B. Organize warehouse to handle orders D. Develop a procedure for invoicing orders

quickly

23. What form is attached to the invoice for a shipment of incoming medical supplies and used to record information about the shipment throughout the receiving process?

A. Apron C. Back order

B. Bill of lading D. Delivery receipt

24. What type of goods are stored in bonded warehouses?

A. Imported C. Fragile

B. Expensive D. Personal

25. One aspect of coordinating the distribution of a product with other marketing activities involves

A. setting an appropriate price. C. developing an operating budget.

B. analyzing customer satisfaction. D. recruiting qualified personnel.

26. Which of the following is an example of distribution in services marketing:

A. A medical office giving flu shots C. A pharmacy filling prescriptions

B. A drug company developing vaccines D. A customer buying pain medication

27. The price that seldom, if ever, actually exists in the marketplace is the __________ price.

A. list C. market

B. relative D. equilibrium

28. Insurance coverage that protects a business from losses due to employee theft is called a __________ bond.

A. lease C. fidelity

B. surety D. partnership

29. Which of the following can be used by talent agency managers to motivate employees:

A. Treating employees with respect C. Dividing all large jobs into units

B. Applying technology to a large job D. Looking for ways to improve job methods

30. The owner of a fitness center has asked the manager to open another branch of the center. What phase of the business cycle would be most likely to benefit this new branch?

A. Peak C. Trough

B. Contraction D. Expansion

31. Research corporations' developing new drugs and medicines to compete in the world market is an example of

A. technological advances. C. product standards.

B. conservation techniques. D. trade restrictions.

32. The number of men's suits that a dry-cleaning business can press in an hour is a measure of the business's

A. competence. C. teamwork.

B. technical skill. D. productivity.

33. An advantage to health spas of offering credit is that credit customers

A. buy few expensive services. C. can often save money on purchases.

B. buy less readily than cash customers. D. are not as price-conscious as cash customers.

34. Service businesses engage in marketing-information management only to assist in the development of new products and identification of new customers.

A. False, it also helps companies keep track of current products and markets.

B. False, marketing-information management is only used for advertising purposes.

C. True, additional research is not needed when a product or company is successful.

D. True, research is too costly to conduct on products that have already been introduced.

35. When a marketing-information system compares financial information from one time period with the financial data from another time period, it provides a picture of the publishing business's

A. sales forecasts. C. profits.

B. situation analysis. D. distribution.

36. Why do researchers usually need to change the form of the internal, secondary marketing information they gather?

A. To make data collection more affordable C. To make the data more useful to the business

B. To make the data relevant to the business D. To make the data available to other researchers

37. Which of the following is an example of secondary data that is available through the Internet:

A. Digital dossiers C. Personal surveys

B. Trade association publications D. Syndicated services

38. When a law firm sends out general questionnaires to clients and uses computers to analyze the data, the firm is conducting __________ marketing research.

A. specific C. complex

B. descriptive D. objective

39. A marketing survey that contains questions that are to be answered on a scale of 1 to 5 with 1 being the worst and 5 being the best is an example of

A. coding. C. sorting.

B. tabulating. D. marking.

40. Which of the following is a question that an accounting business must answer when designing a database for the retrieval of marketing information:

A. Who will design the database system? C. Will customers have access to the data?

B. Why is it necessary to access the data? D. How frequently will the data be accessed?

41. It is important to remember the audience will not have the opportunity to reread a section or study a graph or table when you are preparing a(n) __________ research report.

A. oral C. online

B. written D. comprehensive

42. Advancements in technology are likely to cause a service business to

A. eliminate employee benefits. C. change its retirement plans.

B. eliminate product warranties. D. change its marketing strategies.

43. If you were trying to convince someone to use quantitative sales forecasting, which of the following factors would you stress:

A. Minimal cost C. Factual basis

B. Variety of opinions D. Ease with which findings are understood

44. Which of the following is a unique feature of services marketing that allows a business to offer services that fit the needs of individuals in its target market:

A. Generalization C. Customization

B. Commercialization D. Standardization

45. Jamie has been asked to join a group of employees who are working together to establish new service standards. Jamie has been asked to be part of a

A. team. C. strike.

B. boycott. D. media channel.

46. Tanning salon employees who always keep their commitments to customers are building positive relationships with those customers by being

A. sociable. C. creative.

B. assertive. D. dependable.

47. Which of the following guidelines should you use when dealing with difficult customers:

A. Remain calm and courteous. C. Press the customer to decide.

B. Speak and act very quickly. D. Try to control the conversation.

48. When management establishes policies that help dental clinic employees to deal with customers in the same way, under the same circumstances, the main purpose of these policies is the

A. reduction of expenses. C. satisfaction of customers' wants.

B. fair treatment of customers. D. smooth operation of the business.

49. Why is it a benefit to a service business for its employees to be knowledgeable about the location of area attractions?

A. Employees can reduce the business's expenses.

B. Employees can earn tips for their helpfulness.

C. Employees can give customers accurate directions.

D. Employees can direct customers to competitors' locations.

50. In order to understand customers' questions, the lawn care employee must first

A. have a lot of gardening experience. C. learn how to be an active listener.

B. like to talk to all kinds of people. D. complete an extensive training course.

51. One of the purposes of providing orientation for new employees is to

A. fulfill government requirements. C. assess the employees' job progress.

B. get the employees off to a good start. D. assign the employees to appropriate jobs.

52. If people can count on you to do what you say, you possess the trait of

A. adaptability. C. dependability.

B. assertiveness. D. industriousness.

53. People who have integrity usually follow an established code of

A. laws. C. values.

B. ethics. D. conduct.

54. A service business manager who wants to uncover all of the hidden aspects of a problem in order to find a solution might use the __________ technique.

A. redefine C. who-said

B. sleep-on-it D. what if. . .

55. Which of the following is an example of an intrinsic satisfaction:

A. Fringe benefits C. A salary increase

B. A sense of accomplishment D. Pleasant work environment

56. Individuals who are interested in certain occupations should also find out if they have the necessary

A. behavior. C. patience.

B. attitudes. D. aptitudes.

57. Paul prepared a job résumé that addressed how his background and qualifications would meet the specific requirements of the job he wanted. Paul's résumé is an example of a __________ résumé.

A. functional C. generalized

B. chronological D. personalized

58. Why do many health care employees continue their training or education after obtaining their first jobs?

A. To change occupations frequently C. To move up the career ladder

B. To impress friends and coworkers D. To obtain basic job information

59. Professional organizations are apt to have __________ entry requirements than trade associations.

A. shorter C. less current

B. stricter D. more lenient

60. One of the reasons why employment opportunities in services marketing are increasing is because of advances in

A. production methods. C. manufacturing processes.

B. information technologies. D. construction specialties.

61. A characteristic of effective prices is that they must be

A. low. C. high.

B. inflexible. D. competitive.

62. One of the disadvantages to the security and protection business of sales-oriented pricing is that the business may

A. increase its income. C. create a new image.

B. be more competitive. D. have higher expenses.

63. Which of the following might result in lower ticket prices:

A. High volume of sales C. Last concert appearance

B. Limited number of seats D. Performance by a music award winner

64. Which of the following is a true statement:

A. Small publishing businesses usually have their own new-product departments.

B. Product-planning committees take up very little of company executives' time.

C. Venture teams are permanent departments that deal with product/service management.

D. The smaller a publishing business, the less time that can be devoted to product planning.

65. When sales and profits for a beauty treatment have fallen, the treatment is in what stage of the product life cycle?

A. Growth C. Maturity

B. Decline D. Introduction

66. How can salespeople for architectural firms use standards?

A. To set prices C. To meet customer needs

B. To advertise products D. To develop the product mix

67. Which of the following is an illustration of increasing the breadth of a company's product mix:

A. A gymnasium opened a branch in a suburb of Toronto.

B. A pizza carryout added Italian entrees to its pizza menu.

C. A chain of automotive stores dropped its line of CB radios.

D. A bank increased its hours of customer service on weekends.

68. An important part of product/service management that may speed public acceptance of new products is

A. selling. C. branding.

B. monitoring. D. screening.

69. Trends in new-service development are influenced greatly by advances in

A. technology. C. education.

B. manufacturing. D. production.

70. Why are customer-defined service standards increasingly important to service providers?

A. Customers call frequently to discuss standards.

B. They link customer expectations and company actions.

C. Providers can hire fewer staff when customers define standards.

D. Providers want customers to define standards when they can't think of any.

71. Deciding how many service bays to build at a car wash or how many ticket booths to have open at a theme park is a decision related to which of the following systems:

A. Staffing C. Queuing

B. Accounting D. Marketing

72. Why do local day-care businesses use promotion?

A. To create jobs for local workers C. To inform local residents about their product(s)

B. To support the business community D. To create business for a local advertising agency

73. A nail salon's one-time announcement of its half-price sale in the local newspaper would be an example of

A. product promotion. C. free publicity.

B. institutional advertising. D. sales promotion.

74. Which of the following print media is most frequently used by advertisers to reach their target audiences:

A. Television C. Trade shows

B. Direct mail D. Newspapers

75. Service businesses need to compare media vehicles in order to select the medium or media that are

A. most widely known. C. least expensive.

B. most cost-effective. D. most cooperative.

76. A repair business should find out what the media deadline is for news releases and send out its news releases so that they will be delivered __________ the deadline.

A. at the time of C. about 10 days before

B. reasonably close to D. about a month before

77. Why is it important for a consulting business to coordinate its promotional and selling activities?

A. To motivate salespeople C. To increase sales

B. To help control expenses D. To create consumer demand

78. Interior display signs that provide customers with information about a health club's services serve as

A. fixtures. C. shelf extenders.

B. guarantees. D. silent salespeople.

79. Contests, samples, and coupons are all examples of

A. premiums. C. novelty items.

B. personal selling. D. sales promotion.

80. Which of the following sells intangible products:

A. Producers C. Retail chains

B. Service companies D. Wholesale outlets

81. What do home security salespeople need to possess in order to provide customer service that will increase sales?

A. Technical background C. Product knowledge

B. Dominant personality D. Carefree attitude

82. Selling policies designed to govern the support a company provides customers after the sale are categorized as __________ policies.

A. installation C. service

B. return and adjustment D. repair and maintenance

83. A good source of product information for new salespersons in a service business is

A. new customers. C. focus groups.

B. implied warranties. D. experienced salespersons.

84. One factor leading to differences in the ways insurance salespeople use the selling process is the

A. nature of the product. C. season of the year.

B. mood of the salesperson. D. availability of credit.

85. Which of the following would help the salesperson for an engineering firm to determine a customer's wants and needs:

A. Conducting marketing research C. Asking the customer questions

B. Reading current trade journals D. Observing the customer's appearance

86. "How much should I pay?" is a buying decision that is usually closely related to the __________ decision.

A. place C. need

B. product D. time

87. In a sales situation, which of the following is an example of an information-gathering probe:

A. "Do you understand how to access the Internet?"

B. "For what purposes will you be using your computer?"

C. "Would you like me to demonstrate the e-mail program?"

D. "This printer has an excellent print quality, doesn't it?"

88. A good way to influence customers to make a purchase is by presenting an educational service's

A. price. C. features.

B. benefits. D. advertising.

89. A guideline to follow in closing sales is to

A. pressure the customer to buy. C. perfect and use one closing technique.

B. maintain a positive attitude. D. leave the decision up to the customer.

90. Which of the following is a true statement about the use of follow-up by service businesses:

A. They use less follow-up because it is unnecessary in the service sector.

B. They use less follow-up because of increased hiring in the service sector.

C. They have increased their use of follow-up because of increased competition.

D. They have increased their use of follow-up in order to include product demonstration.

91. Dave sells life insurance. At each sales presentation, he asks for the names of friends or relatives who might be interested in his products. Dave is using the __________ method of prospecting.

A. endless-chain C. bird-dog

B. personal-observation D. center-of-influence

92. One reason why it is important for the first sentence in a sales letter to gain the reader's attention is because most sales letters are

A. unnecessary. C. unsolicited.

B. ungrammatical. D. unrealistic.

93. A representative for a weight-loss program might be required to meet with at least 25 clients per week. This is an example of a(n) __________ quota.

A. profit C. activity

B. financial D. expense/budget

94. The modern technology used to deliver services to customers often allows the customers to

A. serve themselves. C. obtain appraisals.

B. negotiate discounts. D. have personal contact.

95. A customer buying an expensive ticket to see a well-known band in concert and being disappointed with the performance is an example of a(n)

A. risk. C. value.

B. price. D. event.

96. Which of the following is one of the first steps in the customer buying process for services:

A. Gather information C. Choose a provider

B. Evaluate performance D. Negotiate delivery

97. A salesperson receives $20.00 from a customer for a $4.19 sale. Change due the customer is

A. one ten-dollar bill, one five-dollar bill, two quarters, one nickel, and one penny.

B. one ten-dollar bill, one five-dollar bill, three quarters, one dime, and one penny.

C. one ten-dollar bill, one five-dollar bill, three quarters, one nickel, and one penny.

D. one ten-dollar bill, one five-dollar bill, three quarters, one nickel, and two pennies.

98. What is the most appropriate action to take when a customer presents a coupon when purchasing a hair cut?

A. Have the customer sign the coupon and give the coupon to the head cashier

B. Request coupon approval from the manager on duty before verifying the expiration date

C. Take off the coupon discount amount before entering the original price of the hair cut

D. Key the original price of the hair cut and then take off the discount amount shown on the coupon

99. Which of the following statements about preparing gift certificates is not correct:

A. No record of gift certificate sales needs to be kept.

B. All handwriting on a gift certificate must be legible.

C. All information on the gift certificate must be accurate.

D. A gift certificate that contains a mistake should be voided.

100. When accepting personal checks from customers, barber shops can reduce the losses from bad checks by

A. altering incorrect amounts on checks.

B. following up on accounts that are past due.

C. setting policies on who can approve checks.

D. having customers write out checks while in the shop.

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