London Central DECA Team
1. Jim has been manager for Tom's Oil Change Shop for five years, but he wants to be his own boss. Jim has experience, cash, and a strong desire for independence. Which type of business ownership is most appropriate for Jim?
A. Corporation C. Partnership
B. Sole proprietorship D. Franchise
2. What is the legal issue involved if an automobile manufacturer recalls a vehicle for repair, a customer has every opportunity to have the repair work done but does not, and the customer is injured while operating the vehicle?
A. Product negligence C. Manufacturing risk
B. Misuse of a product D. Assumption of risk
3. In the automotive industry, moving or transferring the ownership of goods or services are __________ activities.
A. selling C. shipping
B. distribution D. transportation
4. An advantage of using satellite tracking technology in distribution is that it enables auto-parts businesses to
A. obtain information about competitors.
B. analyze the contents of packages.
C. reroute deliveries based on weather conditions.
D. know where shipments are at all times.
5. Although implementing slotting fees can help an automotive accessory store offset risks and cover stocking costs, it can become an ethical issue if it
A. supports competing agreements. C. eliminates tax incentives.
B. encourages economic growth. D. reduces competition.
6. One branch of a large automotive business complaining about the aggressive pricing tactics used by another of the automotive business's branches in the same community is an example of __________ channel conflict.
A. horizontal C. external
B. vertical D. functional
7. What is an effective technique for tire and battery store employees to use to extract relevant information from written materials?
A. Ask frequent questions C. Develop a rough outline
B. Take notes while reading D. Skim through chapter titles
8. Which of the following is a guideline for effective verbal communication:
A. Try to avoid eye contact C. Use gestures for emphasis
B. Use speech mannerisms D. Keep the voice at the same pitch
9. Before writing informational messages, it is important for automotive services employees to
A. wait for feedback. C. identify the audience.
B. plan a response. D. select the medium.
10. What do muffler shop employees often use to communicate their interest in providing good service to customers?
A. Social status C. Body language
B. Standardized greetings D. Closing statements
11. An auto-parts store's employees can generally identify difficult customers
A. by observing customers' dress. C. by listening to customer's accents.
B. during their initial contact. D. after asking personal questions.
12. Simpson Auto Store received damaged automotive items that were shipped from ATC Manufacturing Company. What type of form should Simpson Auto use to file a complaint for the damaged goods and return the unacceptable items to ATC Manufacturing?
A. Claim form C. Sales form
B. Bill of lading D. Delivery receipt
13. An auto-parts store receiving clerk may determine whether the contents of a shipment require priority processing by reading the
A. price tags. C. claim form.
B. mailing label. D. packing slip.
14. In which of the following situations will an auto-parts store identify an overage as a result of counting inventory:
A. Physical inventory is higher than perpetual inventory.
B. Perpetual inventory indicates items have been stolen.
C. Perpetual inventory is higher than physical inventory.
D. Physical inventory indicates errors in record keeping.
15. An auto-parts store that wanted its inventory records to be updated automatically at the time of the customer's purchase could use a __________ system.
A. price-ticket stub C. point-of-sale tally
B. point-of-sale D. cash-register stub
16. In which of the following situations would an auto-parts store employee need to know the identification number of a part:
A. To assemble a component C. To complete a repair job
B. To locate a replacement in inventory D. To identify the correct installation tool
17. The tools used by a mechanic to tune a car are
A. capital goods. C. human resources.
B. consumer goods. D. natural resources.
18. A local dealership purchased 100 blue pickup trucks but has only been able to sell three in the past five months. Because of the low demand for these trucks, the dealer has been forced to lower the sticker prices, creating a(n) __________ market for blue pickup trucks.
A. discount C. seller's
B. buyer's D. automotive
19. Businesses that want to be socially responsible to consumers engage in research activities in order to
A. improve their procedures. C. avoid breaking the law.
B. keep up with competitors. D. ensure that their products are safe.
20. Shell Oil and BP Oil are two large gasoline companies attempting to attract the same market. These businesses are engaged in
A. price discrimination. C. mediation.
B. direct competition. D. monopoly.
21. Jessica works on an automobile assembly line attaching doors onto the cars. She performs this task many times each day. Jessica has the ability to make decisions concerning the doors and is able to set her own work pace. Her job would be considered
A. low scope, low depth. C. low scope, high depth.
B. high scope, high depth. D. high scope, low depth.
22. What do auto-parts businesses usually expect will increase when the economy experiences a continued rise in the level of inflation?
A. Industry growth C. Interest rates
B. Employment levels D. Consumer spending
23. Tire-store employees who always offer to help customers and who try to solve problems immediately are being
A. aggressive. C. creative.
B. proactive. D. sensitive.
24. One way all automobile-dealership employees can demonstrate initiative is to
A. take part in community activities. C. learn all they can about the company.
B. find out the company's future plans. D. make sure they receive appropriate benefits.
25. A muffler shop employee who offers assistance to others after completing his/her job ahead of schedule is demonstrating
A. assertiveness. C. honesty.
B. responsibility. D. integrity.
26. A car dealership's executive-staff members are accused of offering bribes to local officials. This type of unethical behavior might create a(n) __________ for the car dealership.
A. new target market C. poor public image
B. advertising opportunity D. negative cash flow
27. In order to show empathy, you need to treat other people's feelings with
A. formality. C. wariness.
B. indifference. D. sensitivity.
28. It is important to your assertiveness for you to consider yourself to be a(n) __________ person.
A. worthwhile C. superior
B. inferior D. enviable
29. The major reason why most employees lose their jobs is that they simply lack
A. basic math and verbal skills. C. the ability to carry out job tasks.
B. the ability to get along well with others. D. technical knowledge.
30. Wilson Automotive Dealers sells new and used cars. Each car purchaser must complete an application that requires the customer to pay a finance charge and interest. Wilson's dealership holds a lien, or claim, on the title of the vehicle until all payments have been made by the customer. This type of credit is known as a(n) __________ credit account.
A. installment C. budget
B. regular D. revolving
31. What type of accounting method is being used by an auto-repair shop that uses a computerized check-writing program that automatically posts each check into an expense category or ledger?
A. Accrual method C. COD method
B. Cash method D. Check method
32. What is a tire and battery store's profit or loss if its income statement lists sales revenue of $540,000, cost of goods sold of $240,000, operating expenses of $290,000, and taxes of $15,000?
A. $7,000 loss C. $5,000 loss
B. $2,000 profit D. $10,000 profit
33. A commercial bank's deposit ticket has space on the reverse side for the auto-repair business to provide what information?
A. Itemized list of customers' purchases C. Itemized list of customers' checks
B. Names of individual customers D. Addresses of individual customers
34. To maintain accurate records of every financial transaction, automotive businesses keep copies of
A. receipts. C. certificates.
B. reports. D. contracts.
35. One of the main reasons why tire and battery store chains need marketing information is to use it in
A. selling situations. C. making decisions.
B. scheduling advertising. D. monitoring distribution.
36. Do muffler-shop chains ever have more than one objective for their marketing-research projects?
A. Yes, muffler-shop chains generally combine several marketing-research objectives.
B. Yes, muffler-shop chains sometimes have more than one marketing-research objective.
C. No, muffler-shop chains set one objective for each marketing-research project.
D. No, muffler-shop chains do not have specific marketing-research objectives.
37. Which of the following is information contained in sales records that an auto-parts store usually monitors in order to make marketing decisions:
A. Personnel C. Inventory
B. Advertising D. Investment
38. Which of the following data-processing methods is done quickly and does not require auto-parts stores to manually handle raw data:
A. Voice networking C. Cyber-opting
B. Computer keyboarding D. Optical scanning
39. Which of the following statements is an example of a measure of central tendency:
A. Morrow County gasoline taxes have increased 15 percent in six months.
B. Twelve members of the community swim team are fifteen years old.
C. The average U.S. male buys gasoline four times every thirty days.
D. The distance between point A and point B is 55 kilometers.
40. Why do auto-parts businesses use databases to combine the basic characteristics of customers into a format that is easy to read and understand?
A. To develop surveying techniques C. To create statistics about populations
B. To gather individual buying data D. To produce useful marketing information
41. It is Steve's responsibility at his company to make decisions as to what the automotive business will produce and sell. What kind of marketing work does Steve do?
A. Promotion C. Planning
B. Pricing D. Distribution
42. The growth of large petroleum corporations that operate service stations throughout the world is causing a significant decline in the number of
A. small independents. C. joint ventures.
B. refinery operations. D. offshore platforms.
43. A combination of the four elements of marketing yields the
A. marketing concept. C. price.
B. product. D. marketing mix.
44. Subdividing the total market for products into smaller groups who have similar needs, wants, and characteristics is referred to as
A. competition. C. market segmentation.
B. selective distribution. D. mass marketing.
45. Why is it important for an automotive accessory store to continually perform the marketing planning process and revise and update its marketing objectives and strategies?
A. To gather information from outside sources C. To maintain adequate inventory levels
B. To reflect current wants and needs D. To identify rising costs and expenses
46. Which element of the marketing plan reveals the possible problems an automotive product might encounter in the marketplace:
A. Threats and opportunities analysis C. Budget allocation
B. Objectives and issues summary D. Action program
47. Determine a tire and battery store's sales forecast for next year based on the following information: This year's sales are expected to be $425,000, which is 6% higher than the previous year, and the same amount of growth is projected for next year.
A. $450,500 C. $446,250
B. $448,375 D. $452,625
48. At the Jones Automobile Dealership, an employee needs to send an e-mail message to a coworker that he received from his supervisor. The most efficient way for the employee to communicate the information to his coworker is by
A. forwarding the message to the coworker's e-mail address.
B. sending the message by clicking on the reply box.
C. posting the message in a secured e-mail folder.
D. printing the message and handing the copy to the coworker.
49. Many presentation software programs allow users to
A. include voice narration. C. publish web pages.
B. copyright their graphics. D. design organizational charts.
50. Which of the following is an example of a current trend in the automotive services business:
A. Protecting consumer privacy C. Developing market research
B. Expanding economic growth D. Promoting private enterprise
51. Which of the following is an advantage of computer technology in vehicles:
A. Automotive systems are able to work independently of each other.
B. Computers increase vehicle weight making the car safer.
C. Artificial intelligence takes the place of the five senses.
D. Onboard diagnostics can detect and record system problems.
52. Chip is a full-time student who works 30 hours a week making deliveries for an auto-parts store. He also plays drums in a rock band and practices or plays with the band several nights a week. One day, Chip ran a stop sign in the delivery van, causing a serious accident. His unsafe act was probably due to
A. taking drugs. C. fatigue.
B. drinking alcoholic beverages. D. poor vision.
53. Automotive services businesses that are common targets for robbery are those that
A. keep little cash on hand. C. are brightly lit at night.
B. are located in isolated areas. D. have many employees.
54. Ford Motor Company purchased tires from one tire company to be put on all automobiles in its manufacturing plants. This is an example of __________ purchasing.
A. resale C. industrial
B. dispersed D. retail
55. One of the benefits to a customer of doing business with an automobile dealership that properly maintains its facilities is the reduced possibility of
A. liability. C. robbery.
B. fraud. D. injury.
56. During the process of closing a cash register, an auto-parts store employee identified a shortage. Which of the following statements is not true about cash register shortages:
A. A shortage is often the result of carelessness in making change.
B. A shortage represents a financial loss to the business.
C. A shortage means there is not enough money in the register.
D. A shortage means there is too much money in the register.
57. One way that many oil-change shops handle the used oil that is drained from customers' cars is to __________ it.
A. recycle C. clean
B. filter D. discard
58. People who are naturally creative often are
A. highly educated. C. mentally flexible.
B. physically active. D. emotionally controlled.
59. Which of the following does not charge a fee for information about job openings:
A. Public employment agency C. Private employment agency
B. Job counseling service D. Career counseling service
60. Which of the following is an appropriate response to the question on an employment application that asks the reason for leaving a previous job:
A. Never received a promotion C. Demanding employer
B. Accepted another position D. Problems with management
61. An important management position in the repair department of most automobile dealerships is the
A. shop supervisor. C. sales manager.
B. service technician. D. specialized expert.
62. An automotive services business that takes advantage of an emergency situation by unnecessarily raising its prices is behaving unethically because it is failing to exhibit its duty of social
A. responsibility. C. gratuity.
B. confidentiality. D. necessity.
63. Business competitors who discuss their costs and the amount of markup on their automotive products may be involved in
A. variable pricing. C. price lining.
B. price fixing. D. flexible pricing.
64. An auto-parts business that offers some of its products at a price below market price is attempting to
A. satisfy consumer demand. C. earn a specific profit.
B. meet the competition. D. provide customer services.
65. In which phase of the product life cycle is an auto-parts business most likely to experience a negative profit:
A. Maturity C. Growth
B. Decline D. Introduction
66. Which of the following is an example of a potential ethical issue in product packaging:
A. A hair spray manufacturer packages its products in pump dispensers instead of aerosol cans.
B. A pharmaceutical company adds a protective seal to its over-the-counter product line.
C. A sports beverage manufacturer includes product discounts on the cap of the drink's bottle.
D. A headlight manufacturer changes its packaging from cardboard boxes to Styrofoam containers.
67. Which of the following is an example of internal resources that automotive services businesses often use to generate product ideas:
A. Agencies C. Customers
B. Competitors D. Employees
68. The grading system for motor oil assigns numbers to oils in relation to the oil's
A. thickness. C. texture.
B. weight. D. coloring.
69. The Consumer Product Safety Commission has the authority to regulate
A. hazardous products. C. guarantees and warranties.
B. credit practices. D. labels of drugs, food, and cosmetics.
70. When a vehicles and petroleum marketing business presents an item to the marketplace by emphasizing its economic value, the business is positioning the product on the basis of its
A. features. C. price.
B. benefits. D. competitors.
71. Brand or trade names are used primarily to identify a
A. product. C. market.
B. standard. D. trend.
72. What do auto-parts stores usually calculate first when developing a merchandise budget?
A. Planned purchases C. Open-to-buy
B. Planned sales D. Beginning-of-month stock
73. An auto-parts store has planned purchases for the month of $62,500. If the store has already committed $27,250 of that amount and expects sales to increase by 5%, what is open-to-buy for the month?
A. $37,125 C. $26,500
B. $28,612 D. $35,250
74. Calculate the planned purchases for We've Got It Auto Parts based on the following figures: planned sales of $5,000, EOM stock of $20,000, planned reductions of $500, and BOM stock of $15,000.
A. $10,000 C. $10,500
B. $5,500 D. $5,000
75. Which of the following is a main factor that auto-parts stores consider when choosing vendors:
A. Operating methods C. Credit terms
B. Available displays D. Shipping containers
76. Which of the following are internal factors that affect the way an oil-change shop uses promotional tools:
A. Price and competition C. Demand and product
B. Product and price D. Place and demand
77. How does promotion benefit the consumers of automotive products?
A. It educates them. C. It creates jobs.
B. It supports the mass media. D. It enhances a company's image.
78. What do many automotive services businesses use to send electronic advertising messages to thousands of customers at the same time?
A. Pop-up ads C. Search engines
B. E-mail D. Chat room
79. A broadcast medium that uses both sight and sound to deliver short, persuasive, promotional messages is
A. magazines. C. newspapers.
B. television. D. radio.
80. An auto-repair shop purchases an auto-parts distributor's directory for direct advertising purposes. The purchased information is often called a(n) ___________ list.
A. compiled C. house
B. mail-response D. internal-brokerage
81. The owner of Popular Auto Store developed copy for a print advertisement based on customers' statements describing their satisfaction with the store's services. What type of copy technique did the owner use?
A. Testimonial C. Comparison
B. Endorsement D. Feature
82. One way that auto-parts stores maintain their displays is by making sure that the displays contain
A. similar merchandise. C. seasonal goods.
B. nonperishable items. D. abundant product.
83. Automotive accessory stores often set up point-of-sale displays near the checkout counter to promote the sale of
A. seasonal merchandise. C. staple goods.
B. traditional products. D. expensive items.
84. An automotive-parts retailer holding an end-of-the-season clearance sale might arrange small items of sale merchandise on a
A. display ledge. C. gondola.
B. pipe rack. D. dump table.
85. An automotive business's primary purpose in developing a promotional plan is to
A. even out sales throughout the year. C. attract new customers.
B. create a specific image. D. increase its sales and profits.
86. By buying resources and selling goods and services, vehicles and petroleum marketing businesses help to
A. decrease product utility. C. increase unemployment.
B. limit competition. D. keep our economy moving.
87. The car salesperson explained to the customer who was purchasing a truck and financing it over a period of time that s/he had three days to change his/her mind before the sale was final. What was the car salesperson explaining?
A. Federal Trade Commission Act C. Terms-of-sale policies
B. Fair Packaging and Labeling Act D. State cooling-off laws
88. What is the foundation of the relationship between an auto-parts salesperson and his/her customers?
A. Law C. Trust
B. Friendship D. Entertainment
89. An auto-parts manufacturer requiring a business to buy and sell only the manufacturer's products is an example of
A. exclusive dealership. C. reciprocity.
B. tie-in sales. D. high-pressure sales.
90. Which of the following is a type of product benefit that an automobile salesperson must explain to a customer:
A. Obvious C. Limited
B. Hidden D. Quantitative
91. A week after buying a new car, Maggie received a call from the dealership. The salesperson wanted to know how her new car was working out for her. This is an example of what phase of the selling process?
A. Prescribing solutions to needs C. Reaffirming the buyer-seller relationship
B. Discovering client needs D. Reaching closure
92. Suggestions to customers that they purchase additional merchandise for their automobiles should be positive and
A. cover a wide range of items. C. include items they don't carry.
B. general. D. specific.
93. Who might auto-parts stores work with to obtain promotional materials and displays that will be helpful in selling?
A. Product designers C. Petroleum marketers
B. Automotive engineers D. Factory representatives
94. Which of the following is an important element in a car's cooling/heating system:
A. Rheostat C. Thermostat
B. Alternator D. Hydrometer
95. The service station employee should recommend that the customer purchase a new battery when the present battery has
A. belts that are loose. C. cells that are bad.
B. corrosion around the terminals. D. become greasy and dirty.
96. In which of the following situations might an automobile dealership ask a customer to provide a down payment:
A. Dealership needs cash to cover expenses C. Dealership is phasing out certain vehicles
B. Customer orders a specially equipped model D. Customer schedules an expensive repair job
97. The tire and battery store's employees who are responsible for processing telephone orders should have good __________ skills.
A. listening C. buying
B. management D. promotional
98. A customer purchases a car that sells for $10,000 and negotiates a 5.5% discount. What amount of sales tax does the customer pay on the car if the sales tax rate is 6%?
A. $560 C. $567
B. $555 D. $550
99. Experts agree that the best identification to get from customers when accepting checks from them is identification that is difficult to obtain and which
A. shows or describes the customer.
B. has a hologram imprinted on it.
C. the customer is not overly protective of.
D. has the customer's Social Security number on it.
100. Planning, organizing, directing, and controlling the activities of an oil-change business are part of the __________ function.
A. marketing C. management
B. promotion D. production
1. B
Sole proprietorship. A sole proprietorship is a form of business ownership in which the business is owned by one person. It is a form of ownership that appeals to individuals with business experience who want to be independent. A partnership is a form of business ownership in which the business is owned by two or more persons. A corporation is a form of business ownership owned by stockholders who have purchased stock. A franchise is an agreement between a parent company and a franchisee to distribute goods and services.
SOURCE: BL:003
SOURCE: BA LAP 7—Own It Your Way
2. D
Assumption of risk. Product liability is an important legal issue that affects many businesses involved in vehicle and petroleum marketing, such as automobile manufacturers. However, in certain situations the manufacturer is usually not considered legally responsible if a customer is injured while operating a vehicle that is defective. One situation is if the manufacturer has issued a recall for repair on a vehicle, the customer is aware of the recall and has every opportunity to have the repair work done, but the customer fails to do so. In that case, the customer has assumed the risk of driving the vehicle while knowing that the problem exists. The customer is not misusing the product but is driving the vehicle even though there is a defect. This is an example of a customer assuming risk rather than a manufacturing risk. It is not an example of product negligence because the manufacturer is making every attempt to repair a defect.
SOURCE: BL:061
SOURCE: Jennings, M.M. (2000). Business: Its legal, ethical and global environment (5th ed.)
[pp. 336-337]. Cincinnati: West Legal Studies in Business, South-Western College Publishing.
3. B
Distribution. Distribution involves moving, storing, locating, and/or transferring ownership of goods and services. Distribution activities serve as the link between and among automotive businesses by enabling goods to be moved from one place to another where they are needed. Selling is responding to consumer needs and wants through planned, personalized communications in order to influence purchase decisions and enhance future business opportunities. Shipping is one method of transportation. Transportation is the method used for moving goods from place to place.
SOURCE: CM:001
SOURCE: Clark, B., Sobel, J., & Basteri C.G. (2006). Marketing dynamics (pp. 335-337). Tinley Park, IL: Goodheart-Willcox.
4. D
Know where shipments are at all times. Satellite tracking technology is based on the use of orbiting satellites, and enables auto-parts businesses to monitor the location of delivery trucks. Once a shipment is placed on a truck, the shipment can be tracked by satellite so auto-parts businesses know where the shipment is at all times. This technology makes it possible for auto-parts businesses to tell customers exactly where the shipment is and when it will be delivered. Satellite tracking technology does not enable auto-parts businesses to analyze the contents of packages, reroute deliveries based on weather conditions, or obtain information about competitors.
SOURCE: CM:004
SOURCE: Coyle, J.J., Bardi, E.J., & Langley, C.J. (2003). The management of business logistics:
A supply chain perspective (7th ed.) [pp. 464-465]. Mason, OH: South-Western.
5. D
Reduces competition. Some automotive accessory stores charge their vendors slotting fees to acquire retail shelf space. The purpose of a slotting fee is to cover expenses (e.g., labor, pricing) associated with carrying the product. Because slotting fees can be very expensive, small vendors with limited financial resources often cannot afford to pay slotting fees, which can limit or reduce competition. Activities that inhibit competition and support monopolies are unethical and in many situations, illegal. Slotting fees do not encourage economic growth, eliminate tax incentives, or support competing agreements.
SOURCE: CM:006
SOURCE: Boone, L.E., & Kurtz, D.L. (2004). Contemporary marketing (11th ed.) [p. 446]. Mason, OH: Thomson/South-Western.
6. A
Horizontal. Horizontal conflict occurs between businesses at the same level in the distribution channel. Two branches of a large automotive business operating in the same community are on the same level. If one branch complains about the aggressive pricing tactics used by the other branch, horizontal conflict exists. Vertical conflict occurs between different levels of the same channel, such as between the local branch and the corporate office. External and functional are not types of channel conflict.
SOURCE: CM:008
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [pp. 357-359]. Upper Saddle River, NJ: Prentice Hall.
7. B
Take notes while reading. Tire and battery store employees often are expected to read a wide variety of materials to obtain information that they can use on the job, or to help the company. Some of this material may be complex, technical, and difficult to understand. To extract relevant information effectively, it is often useful to take notes while reading. Jotting down key points or summarizing helps employees to focus on the information and remember it. It may not be possible to ask frequent questions when reading. Outlines are developed before writing begins. Skimming through chapter titles is not an effective way to extract information.
SOURCE: CO:055
SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (pp. 309-310). New York: Glencoe/McGraw-Hill.
8. C
Use gestures for emphasis. Appropriate gestures can help to emphasize the point the speaker wants to make, and they are an important part of effective verbal communication. Speech mannerisms are distracting to listeners and should be avoided. The tone of the voice should be modulated, or changed, to prevent the speaker from sounding monotonous. Eye contact with listeners is important in maintaining communication and making them feel the speaker is addressing them personally.
SOURCE: CO:147
SOURCE: Lesikar, R.V., Pettit, J.D., Jr., & Flatley, M.E. (1999). Lesikar's basic business communication (8th ed.) [p. 435]. Boston: Irwin/McGraw-Hill.
9. C
Identify the audience. Before writing informational messages, automotive services employees need to know who the audience is so they can present the message in a way that is relevant to that audience. For example, one audience might be the business's customers while another audience might be the business's investors. The message a business employee sends to customers is very different from the message that will be sent to investors. Before writing informational messages, employees do not need to plan a response or wait for feedback. In most cases, the message will generate a response or feedback from those who read it. The medium is the written message.
SOURCE: CO:039
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 187-188). New York: Glencoe/McGraw-Hill.
10. C
Body language. Body language is gestures, facial expression, tone of voice, or any other form of communicating without words. A muffler shop employee's body language conveys a message to customers. For example, if an employee is talking to one customer and ignores a new customer, the employee's body language is telling the new customer that s/he is not important. On the other hand, an employee who smiles or motions that s/he will be with the customer shortly is communicating an interest in providing good service. Employees usually do not communicate their social status to customers. The verbal and nonverbal communications employees use during the closing statements indicate their interest in being of service, not the closing statements themselves.
SOURCE: CR:005
SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (pp. 136-137, 200). New York: Glencoe/McGraw-Hill.
11. B
During their initial contact. Most auto-parts stores' employees learn a lot about customers during their first conversation with the customers by listening, observing, and questioning the customers. This should not include asking personal questions. The way in which customers dress or speak would not indicate whether they will be difficult to help.
SOURCE: CR:009
SOURCE: EI LAP 1—Making Mad Glad
12. A
Claim form. The manager of Simpson Auto Store filed a claim against the shipper for damaged merchandise. A claim form is a request for reimbursement for lost or damaged shipments. A bill of lading is the contract between the shipper and the transportation company. A sales form is used to record information about a sales transaction. A delivery receipt is the carrier's form accompanying a shipment that is signed by the purchasing company to acknowledge receipt of the goods.
SOURCE: DS:004
SOURCE: Coyle, J.J., Bardi, E.J., & Langley, C.J. (2003). The management of business logistics:
A supply chain perspective (7th ed.) [p. 386]. Mason, OH: South-Western.
13. D
Packing slip. Most shipments include a packing slip which is a copy of the items listed on the purchase order or on the invoice. Auto-parts store receiving clerks may read the packing slip to find out which items are contained in the shipment and to process any that are valuable, fragile, or needed immediately. Mailing labels list the names and addresses of the sender and the receiver. Price tags are attached after the shipment is unloaded. Claim forms are used to return damaged goods to the sender.
SOURCE: DS:085
SOURCE: Coyle, J.J., Bardi, E.J., & Langley, C.J. (2003). The management of business logistics:
A supply chain perspective (7th ed.) [p. 353]. Mason, OH: South-Western.
14. A
Physical inventory is higher than perpetual inventory. Auto-parts stores count inventory at least once a year to identify any problems with the system. If the physical inventory, what is actually in stock, is higher than the perpetual inventory, what should be in stock, the store has an overage. If there is more stock on hand, the store has an overage problem, which is often caused by errors in record keeping. If items have been stolen, the inventory usually is less than expected. If the perpetual inventory is higher than the physical inventory, there is inventory shrinkage. An error in record keeping might indicate an overage as well as other types of inventory problems, such as shrinkage or theft.
SOURCE: DS:025
SOURCE: Clark, B., Sobel, J., & Basteri C.G. (2006). Marketing dynamics (pp. 355-357). Tinley Park, IL: Goodheart-Willcox.
15. B
Point-of-sale. A point-of-sale system is an automatic system of unit inventory control. A point-of-sale system uses computerized cash registers to quickly and accurately subtract items from inventory at the time of purchase. The system continuously updates inventory and provides current information as to the variety and quantity of goods in stock. Price-ticket stub, point-of-sale tally, and cash-register stub are manual systems of maintaining unit inventory control.
SOURCE: DS:091
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 206, 344). New York: Glencoe/McGraw-Hill.
16. B
To locate a replacement in inventory. Replacement parts vary from one car to another and, in many cases, similar parts are not compatible. To be able to locate the correct replacement part in the inventory, an auto-parts store employee needs to know the identification number of the part. Each part contains a specific number that identifies it from other similar parts. This number allows the employee to locate the part that is designed for use in a specific model of each automobile. Auto-parts store employees do not complete the repair work or assemble components. Although parts are slightly different for various models of cars, the tools needed to install the part are usually the same.
SOURCE: DS:068
SOURCE: Duffy, J.E. (2000). Modern automotive technology (pp. 84-87). Chicago: Goodheart-Willcox.
17. A
Capital goods. Manufactured or constructed items that are used to produce goods or services are capital goods or capital resources. Human resources are people who work to produce goods and services. Consumer goods and services are produced for personal consumption. Natural resources are items that are found in nature and used to produce goods and services.
SOURCE: EC:003
SOURCE: Burrow, J.L. (2006). Marketing: Instructor's wraparound edition (2nd ed.) [pp. 273, 275]. Mason, OH: Thomson/South-Western.
18. B
Buyer's. A buyer's market was established because there was a large supply of trucks and a small demand for them, resulting in a lower price. A seller's market was not established because there was a low demand for the trucks. An automotive market is made up of the buyers and sellers of automobiles; it is already established and wouldn't be created by a fluctuation in supply and demand. Discount market is not an economic term.
SOURCE: EC:005
SOURCE: EC LAP 11—It's the Law (Supply and Demand)
19. D
Ensure that their products are safe. Socially responsible businesses are sensitive to the well-being of their product users. These businesses engage in research and development activities in order to create good products and to test their quality and safety. There is no law requiring businesses to be socially responsible or to engage in research activities; however, there are laws governing product safety. Research and development may help businesses to improve their procedures or to be more competitive, but those goals are not part of social responsibility.
SOURCE: EC:070
SOURCE: EC LAP 20—Business Connections (Business and Society)
20. B
Direct competition. Direct competition is the rivalry between or among businesses that offer similar types of goods or services. Other examples would be hotels or fast-food chains. A monopoly exists when there is only one supplier of a certain good or service, and there are no substitute products readily available. Mediation is an attempt to negotiate settlement of an issue or a dispute. Price discrimination is an illegal activity in which a business charges customers different prices for similar amounts and types of products.
SOURCE: EC:012
SOURCE: EC LAP 8—Ready, Set, Compete!
21. C
Low scope, high depth. Since Jessica's job does not involve a number of different operations, it would be considered low scope. Jessica does have control over the tasks she does; therefore, she has a higher degree of depth. In job specialization, job scope is the number of different operations you do on the job and the frequency with which you do them. Depth is the amount of control you have over the tasks that you do.
SOURCE: EC:014
SOURCE: EC LAP 7—Specialization of Labor
22. C
Interest rates. As the level of inflation continues to rise, the value of the dollar decreases. Creditors usually raise interest rates during those times in order to maintain the level of profit they were earning before inflation began to rise. Consequently, when auto-parts businesses borrow money during periods of high inflation, they can expect to pay higher interest rates than they would during periods of low inflation. The cost of doing business increases because interest rates are higher during inflationary periods. A continued rise in the level of inflation often results in a decrease in employment levels, consumer spending, and industry growth.
SOURCE: EC:083
SOURCE: O'Sullivan, A., & Sheffrin, S.M. (2003). Economics: Principles in action (pp. 342-343). Upper Saddle River, NJ: Prentice Hall.
23. B
Proactive. Tire-store employees who are proactive adapt to the environment in advance of the occurrence of events and take advantage of opportunities rather than react to problems. Being proactive is an important trait for many tire-store employees because they communicate with customers as a part of their jobs. The tire-store employees can help make the transactions or interactions pleasant experiences for their customers by being helpful and solving problems quickly. For example, being proactive might involve asking customers if they need help before the customers become frustrated and ask for assistance. Tire-store employees who are proactive provide good customer service and are often successful because of their attitude towards customers. An aggressive person ignores the rights of others and takes advantage of them in order to achieve personal goals. A creative person has the ability to generate unique ideas, approaches, and solutions. A sensitive person is aware of the feelings of others and behaves accordingly.
SOURCE: EI:018
SOURCE: Mullin, B.J., Hardy, S., & Sutton, W.A. (2000). Sport marketing (2nd ed.) [pp. 125-126]. Champaign, IL: Human Kinetics.
24. C
Learn all they can about the company. Learning about the company on your own initiative demonstrates your sincere interest in the automobile dealership. This might include, but is not limited to, learning about the company's future plans. Taking part in community activities is a personal choice, not initiative. Making sure they receive appropriate benefits is part of the employment process.
SOURCE: EI:024
SOURCE: EI LAP 2—Hustle! (Taking Initiative at Work)
25. B
Responsibility. Being responsible means making right choices. One type of right choice is helping when someone needs help. Therefore, a muffler shop employee who offers assistance to others is demonstrating responsibility. Assertiveness is the ability to express yourself, communicate your point of view, and stand up for your rights, principles and beliefs. Integrity involves having a code of ethics and following that code. Honesty means telling the truth.
SOURCE: EI:021
SOURCE: PD LAP 7—Make the Honor Role (Acting Responsibly)
26. C
Poor public image. The public perception of a car dealership can change overnight if its employees are accused of unethical behavior. Even a car dealership that has worked hard to maintain a positive public image can see that image destroyed by the actions of its employees. The unethical behavior of employees would not create a negative cash flow for a car dealership unless its customers took their business elsewhere. Most car dealerships would view this as a situation needing damage control rather than as an advertising opportunity. A car dealership might lose part of its target market because of unethical behavior by its employees.
SOURCE: EI:004
SOURCE: EI LAP 4—Work Right (Ethical Work Habits)
27. D
Sensitivity. Being sensitive to others' feelings helps us to know what those feelings are, to understand them, and to put ourselves in that person's place. If we are indifferent, wary, or treat others with formality, we cannot be empathetic.
SOURCE: EI:030
SOURCE: EI LAP 12—Have a Heart (Showing Empathy for Others)
28. A
Worthwhile. In order to be assertive, you must consider yourself to be a worthwhile person who is worthy of self-respect, as well as respect from others. It would be egotistical and possibly aggressive to think of yourself as superior or enviable. Considering yourself inferior would be negative and self-defeating.
SOURCE: EI:008
SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (pp. 200-201). New York: Glencoe/McGraw-Hill.
29. B
The ability to get along well with others. Approximately 85% of employees who lose their jobs do so because they are not able to get along well with others. The alternatives may be reasons why persons lose their jobs, but not the primary reason.
SOURCE: EI:037
SOURCE: EI LAP 5—Can You Relate?
30. A
Installment. The form of credit that Wilson Automotive Dealers provides its customers is known as an installment. It is set up to handle one total amount of credit which is to be paid in regular installments. A regular credit account is a credit account that allows credit users to buy at any time during a set time period, usually 30 days. It is also called an open account. A budget account is a form of short-term credit often set up for 60- or 90-day periods with a payment due every 30 days. A revolving credit account is a type of credit account that limits the total amount of money that may be owed and charges interest on outstanding balances.
SOURCE: FI:002
SOURCE: FI LAP 2—Credit and Its Importance
31. B
Cash method. With the cash accounting method, income and expenditures are recorded at the time the money changes hands. Expenses are not recorded when they are incurred but on the date that the bills for them are paid. The accrual method would have recorded the expense at the time it was incurred, regardless of when the check was written to pay the bill. COD and check are methods of payment but not accounting methods.
SOURCE: FI:085
SOURCE: FI LAP 5—Show Me the Money (Nature of Accounting)
32. C
$5,000 loss. A tire and battery store's income statement, or profit-and-loss statement, indicates the amount of profit or loss over a period of time, which is usually one year. The basic formula to determine profit or loss is sales minus expenses. In this case, total sales equal $540,000. From that figure, deduct the cost of goods sold to determine gross profit ($540,000 - $240,000 = $300,000). Subtract operating expenses from gross profit to determine earnings before taxes ($300,000 - $290,000 = $10,000). Then, subtract taxes due to determine net income or loss ($10,000 - $15,000 = $5,000 net loss).
SOURCE: FI:094
SOURCE: FI LAP 4—Watch Your Bottom Line
33. C
Itemized list of customers' checks. Auto-repair businesses often deposit many personal checks, and the commercial deposit ticket provides space to list each one. The itemized listing makes it easier for both the merchant and the bank teller to record and deposit each check accurately. Information about customers' names, addresses, and purchases is not a factor in depositing checks.
SOURCE: FI:298
SOURCE: American Bankers Association (2005). Today's teller: Developing basic skills (p. 55). Washington: Author.
34. A
Receipts. Financial records are documents containing information related to the amount of money going into and going out of an automotive business. A receipt is a written or printed document that acknowledges a financial transaction—it is a way to keep track of a financial activity. Reports, certificates, and contracts may contain information about an automotive business's financial activities, but these documents can be used for other business purposes.
SOURCE: FI:089
SOURCE: (n.d.). Financial transaction. Retrieved October 22, 2008, from
35. C
Making decisions. Making decisions is one of the primary responsibilities of marketing managers for tire and battery store chains. To be able to make good decisions, managers need marketing information, which is all of the marketing-related data available from inside and outside the chain. This includes information about customers, competitors, economic conditions, sales, etc. Managers use this information on a regular basis to make decisions about developing new products, opening new locations, changing prices, etc. Marketing information is the basis of good decision making. Managers use marketing information to develop appropriate advertising rather than to schedule advertising. Managers usually do not use marketing information in selling situations, or to monitor distribution.
SOURCE: IM:012
SOURCE: Zikmund, W., & d'Amico, M. (2001). Marketing: Creating and keeping customers in an
e-commerce world (7th ed.) [pp. 124-125]. Mason, OH: South-Western.
36. B
Yes, muffler-shop chains sometimes have more than one marketing-research objective. Muffler-shop chains may have one or more than one objective for their research, e.g., exploring a situation and testing solutions. They do not usually combine several objectives as this is not likely to be cost-effective or efficient.
SOURCE: IM:010
SOURCE: Soloman, M. R., Marshall, G. W., & Stuart, E. W. (2008). Marketing: Real people, real choices (5th ed.) [p. 114]. Upper Saddle River, NJ: Pearson Prentice Hall.
37. C
Inventory. Sales records often contain information about a business's inventory, such as which items sold well and at what price level, and which items were slow moving and had to be reduced in price in order to sell. Sales records also indicate the inventory turnover rate and profitability of seasonal items. Businesses monitor this information in order to make marketing decisions, such as whether to carry a larger quantity of a certain item or to discontinue some items. A business's sales records do not contain information about personnel, advertising, or investments.
SOURCE: IM:184
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2002). Marketing essentials (3rd ed.) [p. 508]. Woodland Hills, CA: Glencoe/McGraw-Hill.
38. D
Optical scanning. Optical scanning techniques allow raw data to be read electronically, often by bar codes. It translates the data into meaningful information. Computer keyboarding is a manual method of handling raw data. Cyber-opting and voice networking are not commonly used terms to describe marketing-information management methods.
SOURCE: IM:062
SOURCE: Shao, A. (2002). Marketing research: An aid to decision making (2nd ed.) [p. 404]. Mason, OH: South-Western.
39. C
The average U.S. male buys gasoline four times every thirty days. A measure of central tendency is a term used in marketing research that indicates the center of distribution. The number represents a value derived by a sample taken that falls between the lowest and highest value rating, which can be measured as mode, mean, or median. A mean is an average. The mean is determined by adding the sum of the data values and dividing by the number of values in the set (e.g., sample size). Specific distances between two points, members of a swim team, and increases in gasoline taxes state exact values and do not necessarily represent or state data in terms of averages.
SOURCE: IM:191
SOURCE: Shao, A. (2002). Marketing research: An aid to decision making (2nd ed.) [pp. 418-419]. Mason, OH: South-Western.
40. D
To produce useful marketing information. Auto-parts businesses collect various types of data, but the data are not useful until they are put into a format that can be read and understood. Using databases to organize data is one way that auto-parts businesses transform data into useful marketing information. The use of databases allow auto-parts businesses to organize data, such as the basic characteristics of customers, into a format that is easy to read and understand. Once the data are organized, they become marketing information that auto-parts businesses can analyze and review in order to make marketing decisions. Auto-parts businesses often develop surveying techniques in order to gather individual buying data before organizing this information in databases. Auto-parts businesses do not create statistics about populations but obtain this information from secondary sources.
SOURCE: IM:063
SOURCE: Hair, J.F., Jr., Bush, R.P., & Ortinau, D.J. (2000). Marketing research: A practical approach for the new millennium (pp. 160-165). Boston: Irwin/McGraw-Hill.
41. C
Planning. One of the marketing activities is planning, which involves deciding what will be done and how it will be accomplished. In this situation, it would be done by analyzing potential customers to determine who they are and what items to produce in order to satisfy them. Pricing is a marketing function that involves determining and adjusting prices to maximize return and meet customers' perceptions of value. Promotion is the communication of information about goods, services, images, and/or ideas to achieve a desired outcome. Distribution is the moving, storing, locating, and/or transferring ownership of goods and services.
SOURCE: MK:001
SOURCE: BA LAP 11—Have It Your Way!
42. A
Small independents. At one time, small independent service stations were very common and found throughout the world. However, as petroleum corporations grew and acquired smaller ones to form large organizations, the number of small independents began to decrease. The independents were not able to compete on a price basis with the major petroleum marketers. As a result, many of them closed their doors or sold to the large corporations. Today, only a small number of independents remain, and predictions are that they will not survive. In the near future, all service stations will be owned and operated by the large petroleum corporations. As the need for oil increases, so do the number of refineries and offshore platforms. Many of the large petroleum corporations form joint ventures to share the cost of drilling, transporting, and refining oil.
SOURCE: MK:006
SOURCE: Energy Information Administration. (n.d.). The U.S. petroleum refining and gasoline marketing industry. Retrieved October 23, 2008, from
43. D
Marketing mix. A combination of the four elements of marketing yields the marketing mix. The marketing concept is about considering the customer's perspective before making marketing decisions. Product and price are two elements of the marketing mix.
SOURCE: MP:001
SOURCE: IM LAP 7—Pick the Mix
44. C
Market segmentation. Market segmentation allows businesses to focus their efforts on groups of consumers who are most likely to buy their products. Selective distribution is the form of distribution in which a manufacturer chooses a select group of middlemen to market a product within a geographic area. Competition is the rivalry among businesses to obtain a share of the market. Mass marketing is designing products and directing marketing activities in order to appeal to the whole market.
SOURCE: MP:003
SOURCE: IM LAP 9—Have We Met?
45. B
To reflect current wants and needs. Marketing planning is the process of identifying objectives and developing marketing strategies to achieve those goals. Because the market is continually changing, marketing planning is an ongoing process. Automotive accessory stores need to continually perform this process in order to revise and update marketing objectives and strategies to reflect current wants and needs. If stores fail to remain current, they run the risk of losing customers to competitors that are more in tune with current wants and needs. Part of the marketing planning process involves gathering information from outside sources in order to identify new trends. Stores do not continually perform the marketing planning process to maintain adequate inventory levels or to identify rising costs and expenses.
SOURCE: MP:006
SOURCE: Boone, L.E., & Kurtz, D.L. (2004). Contemporary marketing (11th ed.) [pp. 40-41]. Mason, OH: Thomson/South-Western.
46. A
Threats and opportunities analysis. A threats and opportunities analysis is the element of the marketing plan that provides information regarding the positive (e.g., potential markets) and negative (e.g., competition) factors that can affect the automotive business's marketing strategies. Objectives and issues are generally addressed after the threats and opportunities are presented. The action program provides details about the specific activities that are needed to meet the stated objectives. The budget allocation provides details regarding the financial requirements that are needed to carry out the action program.
SOURCE: MP:007
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [p. 51]. Upper Saddle River, NJ: Prentice Hall.
47. A
$450,500. Tire and battery stores analyze changes in the market and trends from previous years when developing sales forecasts. If a store's sales have been increasing by 6% on a yearly basis and that amount of growth is expected to continue, the store probably would increase its sales forecast for next year by 6%. In this situation, this year's sales are expected to be $425,000, and the store expects an increase of 6% next year. To determine the sales forecast for next year, multiply this year's sales by the percentage of increase ($425,000 x 6% or .06 = $25,500). Then, add that amount to this year's sales to determine the sales forecast for next year ($425,000 + $25,500 = $450,500).
SOURCE: MP:013
SOURCE: Burrow, J.L. (2006). Marketing: Instructor's wraparound edition (2nd ed.) [pp. 538-539]. Mason, OH: Thomson/South-Western.
48. A
Forwarding the message to the coworker's e-mail address. Many automobile dealerships have e-mail systems that allow employees to communicate with each other. The e-mail forward option allows an e-mail message to be sent to e-mail users other than the sender. The reply option is used when the e-mail recipient responds to the message sender. Posting a message in a secured e-mail folder does not ensure that the coworker will read the message. Although the message can be printed and handed to the coworker, it is not the most efficient way to communicate the information.
SOURCE: NF:004
SOURCE: Locker, K.O. (2000). Business and administrative communication (5th ed.) [p. 165]. Boston: Irwin/McGraw-Hill.
49. A
Include voice narration. Many multimedia software programs have options that allow sound (e.g., voice or ringing bell) to be included to add interest to the presentation. Sound should be appropriately placed and pertinent to the presentation theme. Presentation software does not allow users to copyright material or publish web pages. Organizational charts are generally designed by special graphics and design programs.
SOURCE: NF:008
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2002). Marketing essentials (3rd ed.)
[pp. 164-165]. Woodland Hills, CA: Glencoe/McGraw-Hill.
50. A
Protecting consumer privacy. Automotive services businesses are becoming more concerned with ways of protecting consumer privacy because of the new technology that makes it easy to gather and disseminate personal information. The rapid growth of electronic commerce, which enables consumers to purchase products online, also enables businesses to collect information about credit cards, personal preferences, and buying habits that many consumers prefer to keep private. In response to a growing concern on the part of consumers, businesses are trying to develop techniques that will protect consumer privacy—not only online—but also from other types of abuses. Economic expansion and marketing research are fundamental business activities rather than current trends. Private enterprise is an economic system in which individuals and groups, rather than government, own or control the means of production.
SOURCE: NF:013
SOURCE: Miller, R.L., & Jentz, G.A. (2002). Management and e-commerce: The online legal environment (p. 80). Cincinnati: West Legal Studies in Business, South-Western College Publishing.
51. D
Onboard diagnostics can detect and record system problems. This helps technicians diagnose problems quicker and with more accuracy and alerts consumers when there is a problem. Computers decrease vehicle weight as they are lighter than mechanical controls. Artificial intelligence does not take the place of the five senses. Automotive systems are integrated today due to computer technology.
SOURCE: NF:052
SOURCE: Duffy, J.E. (2000). Modern automotive technology (pp. 225-227). Chicago: Goodheart-Willcox.
52. C
Fatigue. Chip has a very heavy schedule and may not be getting enough sleep. Lack of attention on the job due to fatigue can cause people to make careless mistakes. In this situation, there is no indication that Chip was under the influence of drugs or alcohol or that his vision is poor. However, these conditions could be the cause of unsafe acts.
SOURCE: OP:007
SOURCE: ROSPA. (n.d.). Driver fatigue and road accidents. Retrieved October 23, 2008, from
53. B
Are located in isolated areas. Robbery is theft that involves the use of force, violence, or fear. Other common targets are businesses that have large amounts of cash on hand, are poorly lit at night, or are attended by only one employee.
SOURCE: OP:013
SOURCE: Virgina Crime Prevention Association. (2002). Security recommendations for the small business. Retrieved October 23, 2008, from
54. C
Industrial. Industrial purchasing is the process of buying goods and services for internal consumption in the business or conversion into a final product. Retailers purchase goods for resale to the ultimate consumer. Dispersed buying is purchasing from many vendors, which can lead to merchandise variety, alternate sources of supply, and competition between sources.
SOURCE: OP:015
SOURCE: Ford, D. (2002). Understanding business marketing and purchasing (3rd ed.) [pp. 429-430]. London: Thomson Learning.
55. D
Injury. Injury to customers may result if automobile dealerships do not properly maintain their facilities. Proper maintenance helps to eliminate hazards such as torn carpeting, damaged floors, broken stairs, and protruding counters that may cause accidents and injure customers. Accidents that result in injury to customers may occur at any time, but automobile dealerships can reduce the risk by properly maintaining their physical facilities. Fraud is deceiving or cheating an individual or a business out of money or property. Robbery is theft that involves the use of force, violence, or fear. Liabilities are debts that the automobile dealership owes.
SOURCE: OP:032
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[pp. 318-320]. Upper Saddle River, NJ: Prentice Hall.
56. D
A shortage means there is too much money in the register. An overage, not a shortage, means there is too much money in the register. A shortage means there is not enough money. Shortages represent financial loss, and are often the result of carelessness in making change.
SOURCE: OP:195
SOURCE: Stull, W.A. (1999). Marketing and essential math skills: Teacher's edition (pp. 152-154). South-Western Educational Publishing.
57. A
Recycle. Used motor oil must be disposed of properly, and one way to do this is to recycle it. Most oil-change shops collect the used oil, store it in approved containers, and send it to a recycling company. This company will refine the oil so that it can be reused. If oil-change shops do not recycle the used oil, they must dispose of it according to strict regulations because the used oil is considered a hazardous waste. Oil-change shops do not have the equipment needed to filter or clean used oil. Shops should not simply discard used oil, because it is hazardous to the environment.
SOURCE: OP:088
SOURCE: Duffy, J.E. (2000). Modern automotive technology (pp. 135-136). Chicago: Goodheart-Willcox.
58. C
Mentally flexible. Creativity relies heavily upon mental flexibility, or the ability to generate unique ideas, approaches, and solutions. Creativity requires original thinking ability, which may be developed through education, but does not require a high level of education. Physical activity may stimulate thinking but is not essential to creativity. Being emotionally controlled could hamper creativity.
SOURCE: PD:012
SOURCE: PD LAP 2—Creativity
59. A
Public employment agency. These organizations are nonprofit agencies operated by the state. Job seekers can register with the public employment agency at no charge, and the agency will contact them if a suitable job becomes available. Private employment agencies charge a fee for helping job seekers find jobs unless the company that needs the worker has agreed to pay the fee. Job counseling or career counseling services charge a fee for helping job seekers to identify the kinds of jobs they would like to find and, in some cases, for helping them to find jobs.
SOURCE: PD:026
SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (pp. 116-117). New York: Glencoe/McGraw-Hill.
60. B
Accepted another position. The section of an employment application that requests information about previous employment often asks the reason for leaving a former job. Accepting a position with another business is an appropriate reason for changing jobs. Returned to school or seasonal position only are other acceptable reasons for leaving. Job applicants should never give reasons that are critical of a former employer or indicate that the applicants will not be good employees. Never received a promotion, problems with management, and demanding employer are inappropriate responses.
SOURCE: PD:027
SOURCE: Bailey, L.J. (2003). Working: Career success for the 21st century (3rd ed.) [p. 47]. Mason, OH: South-Western.
61. A
Shop supervisor. The shop supervisor is responsible for directing the work of the various technicians who repair automobiles. This is an important position because the repair department often generates a significant income for automobile dealerships. The shop supervisor must make sure that the work on the customer's car is done correctly and on time, and that the technicians have the tools and supplies they need to perform effectively. Also, the shop supervisor needs to understand all the types of repair work that the department performs. The service technicians are usually specialized experts who perform various tasks, such as repairing transmissions or electrical systems. The sales manager is responsible for the salespeople who sell the automobiles.
SOURCE: PD:043
SOURCE: Stockel, M.W., Stockel, M.T., & Johanson, C. (2000). Auto fundamentals (p. 563). Chicago: Goodheart-Willcox.
62. A
Responsibility. Social responsibility is the duty of business to contribute to the well-being of society. An automotive services business that raises its prices to take advantage of an emergency situation is not acting in a socially responsible manner. Confidentiality is promising not to reveal important information to other people. A gratuity is a payment or a tip for a job well done. A necessity is something that a person or business needs to complete a task.
SOURCE: PI:015
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [pp. 344, 606-607]. Upper Saddle River, NJ: Prentice Hall.
63. B
Price fixing. Price fixing is an illegal business agreement in which businesses agree on prices of their automotive goods or services, resulting in little choice for the consumer. Businesses that discuss their costs, markups, and prices with competing businesses may be involved in price fixing. In order to avoid possible price-fixing charges, businesses should not discuss any pricing issues with competitors. Variable pricing involves changing prices according to demand. Price lining is the practice of selling goods/services at a limited number of predetermined price points. Flexible pricing involves charging different customers different prices.
SOURCE: PI:017
SOURCE: Soloman, M. R., Marshall, G. W., & Stuart, E. W. (2008). Marketing: Real people, real choices (5th ed.) [p. 364]. Upper Saddle River, NJ: Pearson Prentice Hall.
64. B
Meet the competition. Auto-parts businesses that choose to price their products lower than competitors' products in an effort to meet the competition must keep tight control over their costs in order to make a profit. Auto-parts businesses usually raise prices on products in great demand. Pricing to earn a specific profit occurs when auto-parts businesses establish a selling price that will yield a set profit. Pricing to provide customer services means that prices are set to cover expenses associated with providing customer services, such as gift wrapping and parking.
SOURCE: PI:002
SOURCE: Soloman, M. R., Marshall, G. W., & Stuart, E. W. (2008). Marketing: Real people, real choices (5th ed.) [pp. 350-351]. Upper Saddle River, NJ: Pearson Prentice Hall.
65. D
Introduction. During the introduction phase of a product, an auto-parts business is more likely to lose money than to make it. This is because the business tends to aggressively promote the product in order to generate product awareness and to get consumers to try the product. Sometimes, businesses use pricing strategies that generate low profit margins to encourage product trial and create product awareness. During the growth and maturity phases, a business tends to see increases in sales, which increases profits. During the decline phase, the product's sales are often very low and businesses tend to phase out the product before it starts to negatively impact profits.
SOURCE: PM:024
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [p. 293]. Upper Saddle River, NJ: Prentice Hall.
66. D
A headlight manufacturer changes its packaging from cardboard boxes to Styrofoam containers. Many consumers are very environmentally conscious. Styrofoam does not break down well when it is discarded and becomes waste. Many people feel that Styrofoam products can harm the environment since it does not break down well. Therefore, many environmentally conscious people might decide not to use a company's product if the business uses environmentally harmful products. Protective seals are used to reduce or eliminate the risk of product tampering and are not an ethical issue. Promotional discounting is common on product packaging and does not necessarily pose an ethical situation. Pump dispensers are better for the environment than aerosol cans. Therefore, packaging products in pump dispensers does not present an ethical issue.
SOURCE: PM:040
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2002). Marketing essentials (3rd ed.)
[pp. 576-577]. Woodland Hills, CA: Glencoe/McGraw-Hill.
67. D
Employees. An automotive services business uses many resources to generate ideas for new products. Employees are internal resources for product ideas. Competitors, customers, and agencies are external resources.
SOURCE: PM:128
SOURCE: Longenecker, J.G., Moore, C.W., & Petty, J.W. (2003). Small business management:
An entrepreneurial emphasis (12th ed.) [p. 379]. Cincinnati: Thomson/South-Western.
68. A
Thickness. Thickness is a measure of how thick a liquid is, ranging from very thin and watery to very heavy and syrupy. The grading system for automotive oils assigns numbers to the oils in relation to their thickness. Thin oils designed for use in cold weather receive low numbers. Thicker oils meant for use in warm temperatures receive high numbers. Weight measures heaviness or mass. Texture indicates the appearance or feel of the surface of a material. Coloring indicates the particular color or tint of a product.
SOURCE: PM:019
SOURCE: PM LAP 8—Grades and Standards
69. A
Hazardous products. The CPSC sets safety standards for products and has the authority to enforce those standards in court. The agency can also require producers to test their products, to correct product problems, or to recall unsafe products. The Food and Drug Administration controls labeling for foods, drugs, and cosmetics. The Federal Trade Commission regulates credit practices and the issuance of product warranties and guarantees.
SOURCE: PM:017
SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C. A. (2009). Marketing essentials (pp. 126-130). Woodland Hills, CA: Glencoe/McGraw-Hill.
70. C
Price. Product positioning is the customer's image or impression of a product as compared to that of competitive products. For example, The Ford Focus (automobile) is positioned to emphasize the car's ability to provide customers with a mode of transportation at a relatively low price. Benefits are the advantages that the customer receives from using the product. Features are the product's attributes or characteristics. A business competitor is a rival business that seeks to attract the same scarce customer dollars. Some businesses position their products to compete with similar products offered by other (rival) businesses.
SOURCE: PM:042
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2002). Marketing essentials (3rd ed.) [p. 645]. Woodland Hills, CA: Glencoe/McGraw-Hill.
71. A
Product. The primary reasons that brands are used are for identification and differentiation. Brand names identify products and separate them from similar products. Standards are specifications or statements that are used as a basis for comparing or judging goods or services. A market is a customer or a potential customer who has an unfulfilled desire and is financially able and willing to satisfy that desire. A trend is the general direction in which people or events are moving.
SOURCE: PM:021
SOURCE: PM LAP 6—It's a Brand, Brand, Brand World! (The Nature of Branding)
72. B
Planned sales. A merchandise budget is an estimate of the amount of products expected to be sold to customers during a period of time, usually six months. Consequently, the first step that auto-parts stores take when developing a merchandise budget is to calculate planned sales. To do this, stores consider previous sales figures and adjust them based on current trends and future predictions. Once stores calculate planned sales, they can plan purchases to obtain the quantity of merchandise that they expect customers will buy. Open-to-buy is the amount of money available to spend on purchases. Beginning-of-month stock is the amount of goods in inventory at the beginning of the month.
SOURCE: PM:061
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2002). Marketing essentials (3rd ed.)
[pp. 412-413]. Woodland Hills, CA: Glencoe/McGraw-Hill.
73. D
$35,250. Open-to-buy is the difference between planned purchases and the amount that has already been committed for purchases that month. In this situation, the auto-parts store has allocated $62,500 for purchases for the month. However, the store has already committed to spend $27,250 of that amount. The difference between those two figures is the amount remaining for the store to spend ($62,500 - $27,250 = $35,250). The expected increase in sales does not affect open-to-buy for the month. However, the store might decide to increase planned purchases in the future if sales increase.
SOURCE: PM:058
SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C. A. (2009). Marketing essentials (pp. 487-488). Woodland Hills, CA: Glencoe/McGraw-Hill.
74. C
$10,500. To calculate planned purchases, add the planned sales, the end of month (EOM) stock, and the planned reductions ($5,000 + $20,000 + $500 = $25,500). From this amount, subtract the beginning of the month (BOM) stock to determine the planned purchases ($25,500 – $15,000 = $10,500).
SOURCE: PM:064
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[pp. 402-403]. Upper Saddle River, NJ: Prentice Hall.
75. C
Credit terms. When choosing vendors, auto-parts stores usually consider if the vendor offers credit and the terms of the credit. Most stores expect to be able to place orders, receive goods, and pay for them at a later date. If vendors want to be paid immediately, stores might decide not to use them. Also, stores often expect to receive some type of discount if they order large quantities or pay within a certain amount of time. As a result, they may choose vendors that offer favorable discounts because that enables the stores to save money. Displays are not a main factor, although stores often use point-of-purchase displays provided by vendors if available. Stores do not consider operating methods or shipping containers when choosing vendors.
SOURCE: PM:263
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[pp. 368-370]. Upper Saddle River, NJ: Prentice Hall.
76. B
Product and price. Promotion is a marketing function that communicates information about goods, services, images, and/or ideas to achieve a desired outcome. Internal factors that affect a company's promotional efforts are product, price, and place. Demand and competition are external factors that affect promotion.
SOURCE: PR:001
SOURCE: PR LAP 2—Promotion
77. A
It educates them. Promotion benefits consumers by educating them on automotive companies and their products and enabling them to make more intelligent purchasing decisions. Supporting the mass media is a benefit to the mass media itself. Creating jobs is a benefit to the economy. Enhancing a company's image is a benefit to the company itself.
SOURCE: PR:002
SOURCE: PR LAP 4—Know Your Options (Types of Promotion)
78. B
E-mail. E-mail is the electronic transmission of messages across computer networks. Many automotive services businesses use this technology to send advertising messages to thousands of customers at the same time. E-mail advertising is an inexpensive way of contacting customers. It allows businesses to send the same message or to customize the message for specific consumers. Pop-up ads are promotional messages that appear in a separate browser window. A search engine is a software program that automatically crawls the Web looking for information pertaining to specified search terms and displays a list of results. Chat rooms are sites on a network in which users communicate with each other in real time.
SOURCE: PR:100
SOURCE: Semenik, R.J. (2002). Promotion and integrated marketing communications
(pp. 305, 391-320). Mason, OH: South-Western.
79. B
Television. Television is the only broadcast medium which combines sight, sound, motion, and color to reach its audience. Radio is an audio-only presentation. Newspapers and magazines are print media rather than broadcast media.
SOURCE: PR:007
SOURCE: PR LAP 3—Ad-quipping Your Business (Types of Promotional Media)
80. B
Mail-response. Companies, such as auto-repair shops, develop mailing lists in different ways. Mail-response lists are those that businesses develop by purchasing other businesses' house lists. A house list is developed from a company's own database consisting of past and current customers. A compiled list is one that a company purchases from a seller who originally used the information for other purposes. Compiled lists often consist of several lists from several sources. Internal indicates that the list is generated within the company, making it a house list. A brokerage firm is a list seller. Therefore, internal-brokerage lists are nonexistent.
SOURCE: PR:089
SOURCE: Arens, W.F. (1999). Contemporary advertising (7th ed.) [p. 530]. Boston: Irwin/McGraw-Hill.
81. A
Testimonial. A testimonial is a statement by an identified user of a product proclaiming the benefits received from the use of the product. Testimonial is a type of copy technique that can be used to create desire for a product based on someone else's personal experience. Endorsement copy cites a reputable external source to strengthen the sales message. Comparison copy compares a product's features with those of competitive products. Feature copy gives factual information about products.
SOURCE: PR:014
SOURCE: Arens, W.F. (2004). Contemporary advertising (9th ed.) [p. 83]. New York: McGraw-Hill Irwin.
82. D
Abundant product. Maintaining displays involves making sure that the displays contain abundant product. Auto-parts stores often add product to displays because customers remove items throughout the day. Displays that contain a small amount of product often appear unattractive and disorganized to customers. Also, customers may think that the items have been on display too long if they are in disarray and limited in number. Not all store displays contain seasonal goods, nonperishable items, or similar merchandise.
SOURCE: PR:052
SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C. A. (2009). Marketing essentials (pp. 382-383). Woodland Hills, CA: Glencoe/McGraw-Hill.
83. A
Seasonal merchandise. Point-of-sale displays are often used to promote the sale of additional products or seasonal merchandise that the automotive accessory store does not regularly stock. Point-of-sale displays are frequently provided by a vendor and are self-contained units stocked with merchandise. Stores often set up these displays near the checkout counter to remind customers of the seasonal goods. Customers often pick up these goods while they are waiting to pay. Most stores do not set up displays near checkout counters to promote the sale of expensive items. Traditional products and staple goods are the routine items that the store carries on a regular basis. These items usually are stocked on shelves rather than in point-of-sale displays.
SOURCE: PR:114
SOURCE: Diamond, J., & Diamond, E. (1999). Contemporary visual merchandising (pp. 205-210). Upper Saddle River, NJ: Prentice Hall.
84. D
Dump table. Automotive parts retailers holding end-of-the-season clearance sales might arrange the sale merchandise on dump tables. Dump tables are easy to stock because they don't require specific organization. Merchandise usually is haphazardly arranged on dump tables, giving the impression of economy and bargains. Dump tables often appeal to customers who enjoy shopping for a good deal and don't mind looking through piles of goods. A pipe rack holds a large quantity of goods on hangers. A gondola is a two-sided, multi-shelved fixture. A display ledge holds orderly stacks of identical merchandise.
SOURCE: PR:047
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[p. 464]. Upper Saddle River, NJ: Prentice Hall.
85. D
Increase its sales and profits. This is the automotive business's ultimate goal—what it hopes the promotional plan will help it to accomplish. The other alternatives are objectives that may be part of the overall plan. The automotive business may use promotion to bring customers into the business for special sales as well as to encourage them to patronize the automotive business throughout the year. It may also use promotion to create or to maintain a specific image attractive to its target market. All of these are part of the effort to increase sales and profits.
SOURCE: PR:073
SOURCE: Zikmund, W.G., & d'Amico, M. (1999). Marketing (6th ed.) [pp. 463-464]. Cincinnati: South-Western College.
86. D
Keep our economy moving. Vehicles and petroleum marketing businesses buy resources and products for resale. This enables us to move the products from our factories and farms. The roles of selling include businesses' competing for customer dollars, adding utility to products, and creating a desire for products. Successful selling increases employment and promotes competition.
SOURCE: SE:017
SOURCE: SE LAP 117—Sell Away (The Nature and Scope of Selling)
87. D
State cooling-off laws. States have regulations that allow consumers to cancel contracts within a certain number of days. The cooling-off laws prevent salespeople from talking customers into purchasing products (e.g., trucks) that they don't really want. These are regulatory factors that affect businesses and their sales policies. The Fair Packaging and Labeling Act is a federal law that makes it illegal to use unfair or deceptive packaging or labeling for certain consumer products. Terms-of-sale policies are guidelines covering the aspects of a sale with which customers are usually most concerned, through price, delivery, credit, discount, and guarantee policies. The Federal Trade Commission Act is a federal law that declares competition illegal that is deemed unfair by the Commission, such as making false product claims.
SOURCE: SE:932
SOURCE: Nolo. (n.d.). Cooling-off rule. Retrieved October 23, 2008, from
88. C
Trust. Trust is the ability to rely on the character, integrity, or truthfulness of someone. Automotive-parts salespeople should acknowledge that trust is the foundation in any relationship, especially customer relationships. When customers know that they can rely on the truthfulness of a particular automotive-parts salesperson, they trust what that person is telling them. Friendship is not the foundation of the relationship between automotive-parts salespeople and customers, even though the salespeople and customers may become friends. Law and entertainment are not the foundations of the relationship between automotive-parts salespeople and customers.
SOURCE: SE:106
SOURCE: SE LAP 129—Keep It Real - in Sales
89. A
Exclusive dealership. Exclusive dealership is often an illegal agreement that forbids customers from buying goods and services from competitors. As a result, the business is able to buy and sell only the products of one manufacturer. This is usually illegal if it decreases competition. However, exclusive dealership is not illegal in all situations. An example is a franchise that buys and sells only the products of the parent company. An auto-parts manufacturer requiring a business to buy and sell only the manufacturer's products is not an example of tie-in sales, reciprocity, or high-pressure sales.
SOURCE: SE:108
SOURCE: Futrell, C.M. (2001). Sales management: Teamwork, leadership, and technology (6th ed.)
[p. 39]. Mason, OH: South-Western.
90. B
Hidden. A hidden benefit is an advantage of the automobile that is not recognizable unless a salesperson points it out. An obvious benefit is a product advantage that is apparent, plain to see, and easily recognizable. Limited and quantitative are not commonly used terms that describe a type of product benefit.
SOURCE: SE:109
SOURCE: SE LAP 113—Find Features, Boost Benefits (Feature-Benefit Selling)
91. C
Reaffirming the buyer-seller relationship. Reaffirming the buyer-seller relationship is the final step in the selling process in which the salesperson makes the customer feel confident in his/her purchase decision. In this case, the dealership is calling Maggie to reassure her that it is concerned about her satisfaction with the new car. Reaching closure involves identifying customer objections and completing the transaction. Discovering client needs involves asking customers questions in order to determine what they are looking for. Prescribing solutions to needs involves the salesperson offering solutions to the customers' needs.
SOURCE: SE:048
SOURCE: SE LAP 126—The Selling Process
92. D
Specific. Suggestion selling is a sales technique in which the automobile salesperson attempts to increase the customer's purchase by suggesting additional items after the original decision to buy has been made. Suggestions should always be positive and specific. Giving general suggestions might present too many choices that would tend to confuse the customer and perhaps delay the sale. Automobile salespeople should not suggest items that the business does not carry.
SOURCE: SE:875
SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (pp. 321-323). Woodland Hills, CA: Glencoe/McGraw-Hill.
93. D
Factory representatives. These representatives work for the auto-parts manufacturer and are responsible for selling the manufacturer's products to the auto-parts store. Their goal is to sell and to help the store sell. One way they do this is by providing promotional materials and displays. Therefore, stores work with the factory representatives to obtain the types of materials that they need to explain products to customers and encourage them to buy. In most cases, auto-parts stores do not have contact with product designers and automotive engineers. Auto-parts stores are considered petroleum marketers.
SOURCE: SE:170
SOURCE: Futrell, C.M. (1999). Fundamentals of selling: Customers for life (6th ed.) [p. 26]. Boston: Irwin/McGraw-Hill.
94. C
Thermostat. A thermostat is a valve that controls the flow of coolant in an automobile's cooling system. The thermostat regulates the amount of coolant in order to keep the engine's operating temperature within a certain range. An alternator converts mechanical energy to electrical energy. A rheostat is a resistor for regulating a current. A hydrometer measures the specific gravity of a liquid.
SOURCE: SE:176
SOURCE: Inner Auto Parts. (No date). Cooling system. Retrieved October 23, 2008, from
95. C
Cells that are bad. When a battery test indicates that the gravity of some cells is lower than others, the battery will not work properly and should be replaced. Grease, dirt, and corrosion can cause battery problems, but these problems can be prevented or corrected by keeping the battery clean. The battery itself does not have belts.
SOURCE: SE:180
SOURCE: Stockel, M.W., Stockel, M.T., & Johanson, C. (2000). Auto fundamentals (pp. 277-278). Chicago: Goodheart-Willcox.
96. B
Customer orders a specially equipped model. When customers special order an automobile that contains equipment not usually found on the standard model, dealerships often ask for a down payment. The reason for the down payment is to increase the likelihood that the customer will take delivery of the automobile when it arrives. Customers who are willing to make a financial investment in a special order usually pay the balance. Also, should the customer not return, the dealership has received some payment for the automobile, which it can then try to sell to another customer. Dealerships do not ask for a down payment when phasing out certain vehicles or to obtain cash to cover expenses. Most repair jobs are expensive and customers receive an estimate before agreeing to the work. Dealerships usually do not ask for down payments on repair work because they do not release the car until the customer pays the bill.
SOURCE: SE:009
SOURCE: Bond, R. (2001). Retail in detail: How to start and manage a small retail business (2nd ed.) [pp. 87-88]. Central Point, OR: Oasis Press.
97. A
Listening. Employees who process telephone orders for tires and batteries should have good listening skills in order to understand what the customers are saying and to ask appropriate questions. A telephone order processor who does not listen carefully might make a mistake in recording the order and unintentionally send the customer the wrong items. Making mistakes might lead to losing customers. Management, buying, and promotional skills are not usually required for employees who process telephone orders.
SOURCE: SE:835
SOURCE: Rokes, B. (2000). Customer service: Business 2000 (pp. 59-60). Mason, OH: South-Western.
98. C
$567. Sales tax is calculated by multiplying the amount of the purchase by the rate of tax. To calculate tax, first determine the purchase price by multiplying the selling price by the discount and subtracting that amount from the original price ($10,000 x 5.5% or .055 = $550; $10,000 - $550 = $9,450). Then, the tax rate should be converted from a percentage to a decimal (6% = .06). Next, multiply the tax rate by the selling price to calculate sales tax ($9,450 x .06 = $567).
SOURCE: SE:116
SOURCE: Stull, W.A. (1999). Marketing and essential math skills: Teacher's edition (p. 135). Cincinnati: South-Western Educational.
99. A
Shows or describes the customer. When accepting checks, the main objective is to know whether the people presenting checks for payment are who they say they are. Therefore, a picture ID helps match a face with the name. A driver's license is the most preferred and most commonly used, not only because it has a photo but also because it is not that easy to obtain fraudulently. If the customer does not have a driver's license, try to obtain another piece of identification that has a photograph on it. Experts say that another criteria for good identification is that it be something that customers would normally protect and would not want to have stolen. A driver's license obviously fits these criteria. Credit cards, even with holograms printed on them, are not good sources of identification. Many establishments used to use a driver's license and credit card when accepting checks, but many credit cards do not include the photo of the cardholder. If they do, however, then they may be considered as an alternative form of identification. Items with the customer's Social Security number are not all that reliable for purposes of identification. Unfortunately, Social Security numbers are relatively easy to obtain and use for fraudulent purposes.
SOURCE: SE:152
SOURCE: American Bankers Association (2005). Today's teller: Developing basic skills (pp. 29-30). Washington: Author.
100. C
Management. Management is the process of coordinating resources in order to accomplish an oil-change business's goals. Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services. Promotion communicates information about goods, services, images, and/or ideas to achieve a desired outcome. Production is the process of creating goods and services.
SOURCE: SM:001
SOURCE: BA LAP 6—Manage This!
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