Marketing Final Exam

Time gives employees the feeling their expertise

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Unformatted text preview: same time gives employees the feeling their expertise matters to management. a. Management-employee synergy b. Organizational entropy c. Managerial reciprocity d. Empowerment e. Delegation ANS: D Empowerment is the delegation of authority to solve customers’ problems quickly, usually by the first person the customer notifies regarding a problem. PTS: 1 REF: 10 Thinking KEY: CB&E Model Strategy OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Comprehension 75. The Ritz-Carlton has Service Values that guide employees in providing its Gold Standard service. One of the service values states, “I own and immediately resolve guest problems.” The RitzCarlton management uses _____ to provide customer service. a. training b. deregulation c. empowerment d. commissioning e. mediating ANS: C Empowerment is the delegation of authority to solve customers’ problems quickly. PTS: 1 REF: 10 Thinking KEY: CB&E Model Strategy OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Application 76. As part of instituting an empowerment program, a marketing director should: a. hire college graduates who have the latest training in marketing management techniques b. create a customer service department and place a key staff person in charge of the department c. train the company’s staff to judge the quality of the products the firm produces d. allow non-management employees to resolve problems on their own without prior approval from their immediate supervisors e. conduct a survey of the company’s marketing staff to learn about employee morale ANS: D Empowerment occurs when firms give employees expanded authority to solve customer problems on the spot without having to get management’s permission first. PTS: 1 REF: 10 Thinking KEY: CB&E Model Strategy OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Evaluation 77. _____ is the collaborative efforts of people to achieve common objectives. a. Effort training b. Teamwork c. Empowerment d. OJT training e. Mediation ANS: B This is the definition of teamwork. PTS: 1 REF: 10 OBJ: 01-3 TOP: AACSB Reflective Thinking KEY: CB&E Model Strategy MSC: BLOOMS Knowledge 78. TUFF SHED, Inc. is one of the leading suppliers of installed storage buildings and garages in the United States. TUFF SHED mandates that sales, management, and construction teams work together to anticipate and eliminate potential problems. They make sure customers get the right buildings for their needs, and they all are built well and in a timely manner. By using teamwork, TUFF SHED: a. operates successfully using a production orientation b. provides its customer with a high level of satisfaction c. has a high employee turnover rate d. does not deliver superior customer service e. has a sales orientation ANS: B Teamwork is one way a company with a market orientation creates customer satisfaction. PTS: 1 REF: 10 Thinking KEY: CB&E Model Strategy OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Application 79. A sales-oriented firm defines its business (or mission)...
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