Q&A Hero

Q: A salesperson at Plumbers Warehouse searches public records of new building permits to identify potential customers for new bathrooms. This salesperson is relying on ____ to identify sales prospects. a. personal referrals b. marketer-initiated contacts c. impersonal referrals d. customer-initiated contacts

Q: What does Johnson's rule do?

Q: An approach to sequencing that can handle the situation where jobs must pass through two or more work centers in a fixed sequence is ________.

Q: Raymond is considering whether to advertise on the placemats used in many local restaurants. One of the arguments in favor of this action is: a. publicity is important to a small business and should be used at every opportunity. b. you never know who might see the ad on the placemat. c. the cost of printing is shared with many other local businesses. d. every ad will generate approximately 1,000% of its cost in revenues.

Q: The priority rule that appears fair to customers in service systems is ________.

Q: Tyler cannot afford to hire a sales person for his small business but feels personal selling is the best way to encourage prospects to become customers.You remind him that: a. he may have to be his own sales person for a while. b. good sales people are expensive. c. the most cost-efficient mode of selling may be to use sales or marketing representatives. d. he can always send his production people out to make sales calls.

Q: Which channel option would be the least personal for a business to its customer? a. Blog b. E-mail c. Greeting Card d. Personal Visit

Q: ________ determine the sequence of jobs in process-oriented facilities.

Q: ________ determines the order in which jobs should be done at each work center.

Q: HubSpot, Inc. used a(n) ______ to establish the companys platform of inbound marketing. a. app b. Blog c. e-mail campaign d. hyperlink

Q: Five jobs are waiting for processing through two work centers. Their processing time (in minutes) at each work center is contained in the table below. Each job requires work center Alpha before work center Beta. According to Johnson's rule, what is the optimum sequence of jobs and the minimum time for completion of all jobs? Job Alpha Beta R 20 10 S 25 35 T 50 20 U 15 35 V 55 75 A) V-T-S-U-R; 225 B) U-R-T-S-V; 175 C) R-S-T-U-V; 240 D) U-S-V-T-R; 200 E) R-U-T-S-V; 175

Q: A good way to increase the volume and quality of traffic to a particular website is to: a. place banner ads on reciprocal sites. b. offer rebates that can be applied toward future purchases. c. make sure that the site is accessible by search engines. d. All of the above are good methods.

Q: Which of the following is a limitation of rules-based dispatching systems? A) Rules need to be revised to adjust to changes in orders, product mix, and so forth. B) Rules may not recognize idle resources. C) Rules may not recognize bottleneck resources D) Rules may not be able to prioritize two jobs with identical due dates. E) All of the above are limitations.

Q: Will is a salesperson for a small appliance store. In an attempt to locate potential new customers, he decides to poll Facebook visitors; they are entered into a drawing for a gift certificate at the store. Those individuals who complete the poll will receive a phone call from Will about the stores products and current promotions. Will is gaining knowledge of potential customers through a. personal referrals. b. marketer-initiated contacts. c. impersonal referrals. d. customer-initiated contacts.

Q: Telephone calls and mail surveys are examples of a. impersonal referrals. b. marketer-initiated contacts. c. personal referrals. d. customer-initiated contacts.

Q: Five jobs are waiting for processing through two work centers. Their processing time (in minutes) at each work center is contained in the table below. Each job requires work center Sigma before work center Delta. According to Johnson's rule, what sequence of jobs will minimize the completion time for all jobs? Job Sigma Delta R 40 10 S 25 30 T 50 20 U 35 35 V 55 15 A) R-S-T-U-V B) S-V-T-R-U C) S-U-T-V-R D) V-R-U-S-T E) R-V-T-S-U

Q: Payment for banner advertising is usually based on the number of people who actually a. click on the banner. b. make a purchase. c. spend a certain length of time on the advertisers website. d. visit the website.

Q: Five jobs are waiting for processing through two work centers. Their processing time (in minutes) at each work center is contained in the table below. Each job requires work center Alpha before work center Beta. According to Johnson's rule, which job should be scheduled first in the sequence? Job Alpha Beta R 20 10 S 25 35 T 50 20 U 15 35 V 55 75 A) R B) S C) T D) U E) V

Q: The successful combination of advertising media depends on a. the type of business. b. customer income. c. the ad agency. d. the class of the customer.

Q: When a set of jobs must pass through two workstations whose sequence is fixed, ________ is the sequencing rule most commonly applied. A) critical ratio B) earliest due date C) first come, first served D) slack time remaining E) Johnson's rule

Q: Media Corporation posts an photo of the week's top salesman on the company website. Every month, it includes an article about its top salesperson in its internal newsletter. This is an example of: a. personal recognition. b. compensation. c. a stock plan. d. a bonus plan.

Q: What does the use of the shortest processing time sequencing rule generally produce? A) maximum average lateness B) maximum utilization C) maximum effectiveness D) minimum average flow time E) B and D

Q: Which category would be best for a CPA firm? a. Advertising b. Personal Selling c. Sales Promotions d. Point-of-display promotion

Q: Which of the following is an advantage of the FCFS dispatching rule when used in services? A) FCFS maximizes utilization. B) FCFS minimizes the average number of jobs in the system. C) FCFS minimizes the average lateness of all jobs. D) FCFS maximizes the number of jobs completed on time. E) FCFS seems fair to customers.

Q: The nonprofit corporation currently overseeing the global Internet is called the a. Global Internet Management Corporation. b. Internet Corporation for Assigned Names and Numbers. c. International Office for Internet Oversight. d. International Public Internet Corporation.

Q: What is the priority rule that sequences jobs using the smallest ratio of due date from today to processing time? A) critical ratio B) earliest due date C) first come, first served D) longest processing time E) shortest processing time

Q: The two major steps in preparing for a sales presentation are a. advertising and practicing. b. prospecting and practicing. c. publicity and prospecting. d. exhibits and prospecting.

Q: Which critical ratio value implies that a job is already late? A) more than 100 B) 1 C) less than 1 D) 10 E) 3.4

Q: Personal selling degenerates into order-takers when a salesperson a. has limited knowledge of the product or service. b. is persistent about selling the product or service. c. is not friendly and enthusiastic when a customer enters the store. d. cannot handle objections.

Q: Five welding jobs are waiting to be processed. Their processing times and due dates are given below. Using the critical ratio dispatching rule, in which order should the jobs be processed? All dates are specified as days from today. Job Processing Time (days) Job due date (days) A 4 7 B 2 4 C 8 11 D 3 5 E 5 11 A) B, D, A, E, C B) C, D, A, B, E C) C, E, A, D, B D) E, B, A, D, C E) B, D, A, C, E

Q: Mary, a sales representative for a small cleaning business, asks current customers for names of friends, customers and other businesses that might be interested in the company's cleaning services. Mary is relying on ____ to identify potential customers. a. customer-initiated contacts b. impersonal referrals c. marketer-initiated contacts d. personal referrals

Q: Eight jobs have been sequenced at a single work center. Total processing time for the eight jobs is 34 hours, and total flow time for the sequence is 85 hours. For this schedule, utilization is ________ and the average number of jobs in the system is ________. A) 100 percent; 10.625 B) low; .0941 C) 0.400 or 40 percent; 2.5 D) 0.235 or 23.5 percent; 4.25 E) maximized; minimized

Q: The major problem with the ____ method of determining promotional expenditures is the tendency to spend more when sales are increasing and less when they are declining. a. percentage of sales b. what it will take to do the job c. sales plus d. what can be spared

Q: Average completion time for a schedule sequence at a work center is the ratio of: A) total processing time to the number of jobs. B) total flow time to total processing time. C) total flow time to the number of jobs. D) total processing time plus total late time to the number of jobs. E) total flow time plus total late time to the number of jobs.

Q: Which of the following dispatching rules tends to minimize job flow time? A) FCFS: first come, first served B) SPT: shortest processing time C) EDD: earliest due date D) LPT: longest processing time E) FCLS: first come, last served

Q: A widely used piecemeal approach to determining the level of promotional expenditures is a. expert opinion. b. what can be spared. c. what the market will bear. d. cost plus.

Q: Terrance is concerned that printing and distributing coupons will be a waste of time and money because the coupons may not be redeemed. You remind him that: a. the printing expenses are sunk costs and have no impact on the decision. b. customers who received but did not redeem coupons actually increased their purchasing from the stores associated with the coupons. c. he can still make a profit by issuing coupons. d. coupons will attract only browsers but not shoppers.

Q: Flow time represents the time: A) an order spends waiting for processing at a work center. B) an order spends being processed at a work center. C) an order spends moving from one work center to another. D) to complete an order, including time spent in processing and in waiting. E) none of the above

Q: A promotional mix is influenced by the a. geography of the market, the promotional budget, and product characteristics. b. geography of the market, retailer market, and product characteristics. c. firm's target customers, product characteristics, and budget requirements. d. firm's target customers, market size, and product characteristics.

Q: Five jobs are waiting to be processed. Their processing times and due dates are given below. Using the earliest due date dispatching rule, in which order should the jobs be processed? Job Processing Time (days) Job due date (days) A 4 7 B 2 4 C 8 11 D 3 5 E 5 8 A) C, E, A, D, B B) A, B, C, D, E C) B, D, A, E, C D) C, B, A, E, D E) B, D, A, C, E

Q: Stacy was pleased when positive comments about her products appeared on a blog but became discouraged when other reviewiers panned the same products. Stacy must remember: a. business owners cannot absolutely control how their businesses are viewed by consumers. b. customers will misuse the products, resulting in negative comments. c. people are more likely to share complaints than compliments. d. if she wants more positive comments, she will have to write them herself.

Q: What does enterprise resource planning (ERP) allow an organization to do?

Q: A small, specialized software program is called a. e-mail. b. spam. c. social media. d. an app.

Q: A(n) ________ system is packaged business software that automates and integrates the majority of business processes, shares common data and practices across the entire enterprise, and produces information in a real-time environment.

Q: Which category would be best for ink pens? a. Advertising b. Personal Selling c. Sales Promotions d. Social media

Q: Which of the following is FALSE concerning enterprise resource planning (ERP)? A) It attempts to automate and integrate the majority of business processes. B) It shares common data and practices across the enterprise. C) It is inexpensive to implement. D) It provides and accesses information in a real-time environment. E) ERP software promises reduced transaction costs.

Q: Rebecca is starting a new consulting business for a small, local target market. She has determined the amount for the four methods: percentage of sales $2,000; how much to spare $1,000; competition spending $5,000; and specific results $3,000. How much should she spend? a. $1,000 because it is the least amount. b. $3,000 because it is within the range and also for specific results. c. $5,000 because it is the largest amount. d. $10,000 because it twice the total of the competition.

Q: Enterprise resource planning (ERP): A) seldom requires software upgrade or enhancement. B) does not integrate well with functional areas other than operations. C) is inexpensive to implement. D) automates and integrates the majority of business processes. E) all of the above

Q: The supply-chain systems that result from using ERP in the grocery industry are called efficient consumer response (ECR) systems.

Q: The key to effective ___________ is that they last. a. contests. b. samples. c. specialties. d. trade shows.

Q: Stephen is a new entrepreneur who would like to advertise his business but feels his creativity is insufficient to the task. Where can he find help? a. Competing businesses b. Neighboring businesses c. Computer sales firms d. Advertising media

Q: Firms may discover that, rather than adapting ERP to the way they do business, they have to adapt the way they do business to accommodate the ERP software.

Q: Marketers and customers alike enjoy specialties because they a. allow customers to sample the product. b. cast doubt on the products offered by competitors. c. create goodwill for the company. d. prevent price competition.

Q: What is DRP?

Q: Martel visited the website of his favorite music store looking for a specific CD from years past. The website touted a vast library of classic rock CDs but after just a few minutes Martel gave up and left the site. It is probable the website suffered from: a. inferior quality of the site design. b. poor performance in order fulfillment. c. slow downloading. d. too much information at the site.

Q: Inspiring Toys, a small manufacturer of educational toys, is formulating a budget for next year's promotional activities. What method should be considered to react to a short run promotional tactic done by Mattel? a. spending as much as the competition b. percentage of sales c. how much for specific results d. deciding what can be spared

Q: Distribution resource planning (DRP) is: A) a transportation plan to ship materials to warehouses. B) a time-phased stock replenishment plan for all levels of a distribution network. C) a shipping plan from a central warehouse to retail warehouses. D) material requirements planning with a feedback loop from distribution centers. E) a material requirements planning package used exclusively by warehouses.

Q: An inducement to buy a certain product while typically offering value to recipients is a. a sales promotion. b. a specialty trade show. c. specialty advertising. d. includes all of the above.

Q: Which of the following statements regarding MRP in services is TRUE? A) MRP is for manufacturing only, and it is not applicable to services. B) MRP can be used in services, but only in those that offer very limited customization. C) MRP only works in services for demand that is independent. D) Services such as restaurant meals illustrate dependent demand, and they require product structure trees, bills-of-material, and scheduling. E) None of the above is true.

Q: Marcia is considering offering a promotional item for her sales people to give to prospects at their first appointment. Which of the following would be the best choice? a. A calendar. b. A coupon for a discount on the first purchase c. Tickets to a professional sports event d. A bottle of fine wine

Q: DRP is a time-phased stock-replenishment plan for all levels of a distribution network.

Q: Neds company has supported the Little League, Pop Warner football, the high school band, and many other local charities but isnt getting the amount of press he feels his actions deserve. Why might this be true? a. The local media disagree with the nature of Neds business. b. A good publicity program requires regular contacts with the news media so Ned needs to make them aware of his support. c. The charities are not publicizing the names of their supporters. d. Neds contributions are too small to mention in the press.

Q: Jacquie Welkener, operations manager for ABC Technologies, must schedule work for the next five days. Each unit takes 30 minutes to process. Available capacity is 8 hours per day. The production order quantities are 12, 18, 20, 13, and 17 for Monday through Friday, respectively. What should be the production plan?

Q: Hands-on experience with a product is possible with a. coupons. b. personal selling. c. specialty promotions. d. trade show exhibits.

Q: What do we mean by closed-loop MRP?

Q: Describe the tactics for load smoothing in MRP.

Q: Get Moving, a fitness equipment retailer, has been successful in a strong economy by spending 4% of its sales revenues on promotions. What adjustments, if any, should Get Moving make now that the economy has gone into recession? a. Continue to spend 4% of sales on promotions, even though this results in a lower promotional budget. b. Increase the promotional budget to attract new customers c. Decrease the promotional budget. No one has any money to spend anyway. d. Spend 4% of profits on promotions rather than 4% of sales.

Q: ________ is a system that allows, with MRP in place, inventory data to be augmented by other resource variables.

Q: Promotional funds are determined according to past experience in which of the following methods? a. What can be spared b. Spending as much as the competition c. Percentage of sales d. Forecasted industry standard

Q: A(n) ________ can illustrate whether a work center has been scheduled beyond its capacity.

Q: Which medium is considered to have a low pass-along rate? a. Newspapers b. Outdoor Media c. Radio d. Television

Q: A(n) ________ provides feedback to the capacity plan, master production schedule, and production plan so planning can be kept valid at all times.

Q: The two basic types of advertising are ____, which makes potential customers aware of products and their need for them, and ____, which conveys an idea about the firm that produces the product. a. institutional, product b. product, institutional c. product, publicity d. specialty, publicity

Q: MRP II is accurately described as: A) MRP software designed for services. B) MRP with a new set of computer programs that execute on microcomputers. C) material resource planning. D) an enhancement of MRP that plans for all levels of the supply chain. E) a new generation of MRP software that extends MRP to planning and scheduling functions.

Q: A widely dispersed market favors which promotional method? a. Personal selling b. Sales promotion c. Personal promotion d. Advertising

Q: If a load report (resource requirements profile) shows a work center scheduled beyond capacity: A) the company must add capacity by enlarging the facility. B) the company must add capacity by such tactics as overtime and subcontracting. C) the work center's load may be smoothed by such tactics as operations splitting or lot splitting. D) the aggregate plan must be revised. E) the Wagner-Whitin algorithm should be used to rebalance the load.

Q: Anne owns a small business dealing with industrial products. She currently uses personal selling extensively, but she wants to reduce her cost without losing exposure. Which promotional tool should she use? a. Contests b. Coupons c. Specialties d. Trade show exhibits

Q: Capacity planning in closed-loop MRP: A) utilizes feedback about workload from each work center. B) may make use of resource requirements profiles (load reports). C) may smooth work center loads with such tactics as overlapping and lot splitting. D) does not add capacity, but rather seeks effective use of existing capacity. E) All of the above are true.

Q: To make an informed selection about where to advertise, a small business manager should a. consult different banks for loans to pay for the process. b. create the message in conjunction with past campaigns. c. learn about the strengths and weaknesses of each advertising medium. d. perform a statistical analysis of the target market (s).

Q: Operations splitting sends pieces to the next operation before the entire lot is completed on the previous operation.