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Q:
_______ is the formal and informal sharing of meaningful and timely information between firms.
a. Customer selection
b. Ordering selection
c. Communication
d. Continuity
Q:
_______ is that the supplier firm strives to retain the working relationship as long as it enables both supplier and customer to each achieve their respective strategic objectives.
a. Customer selection
b. Ordering selection
c. Growth
d. Continuity
Q:
_______ is that the supplier firm works to increase its profitable share of the customer's business and to become an irreplaceable partner.
a. Customer selection
b. Ordering selection
c. Growth
d. Continuity
Q:
________ pays attention to individual accounts, is tactical in nature, and focuses on short-term resource utilization.
a. Customer selection
b. Order selection
c. Target selection
d. Market selection
Q:
________ pays attention to individual accounts, is based on the supplier firm's mission and strategic intent, and takes competencies and capabilities into consideration.
a. Customer selection
b. Order selection
c. Target selection
d. Market selection
Q:
Rather than occupying a single point on the working relationship continuum, each marketplace is better characterized as a range of customer relationships that are more collaborative or more transactional in nature relative to that marketplace's norm. This range is the ________.
a. transactional relationships range
b. collaborative relationships range
c. managing customer relationships range
d. industry bandwidth of working relationships.
Q:
_______ is a process in which a customer firm and supplier firm form strong and extensive social, economic, service, and technical ties over time.
a. Transactional relationships
b. Managing customer relationships
c. Partnering
d. Customer selection
Q:
Parker Hannifin Corporation supports resellers with _______ such as furnishing contact information on prospects to distributors and proposing strategies for cultivating new business from existing and potential accounts. These strategies include recommendations on how to customize offerings for local customers and cross-sell the full line of PH products.
a. training and coaching
b. sales and marketing programs
c. operational and technical support
d. pricing support
Q:
To ensure that superior value is delivered to customers, suppliers provide help in the form of _______ which includes courses, seminars, certification programs and building skills.
a. training and coaching
b. sales and marketing programs
c. operational and technical support
d. pricing support
Q:
_________ captures the perceived continuity or growth in the relationship between two firms. It entails a desire to develop a stable relationship, and a willingness to make short-term sacrifices to maintain the relationship.
a. Law of perpetual change
b. Opportunism
c. Alignment
d. Commitment
Q:
_______, is the overall level of disagreement in the working partnership determined by the frequency, intensity, and duration of disagreements.
a. Conflict
b. Law of perpetual change
c. Opportunism
d. Alignment
Q:
________ refers to "self-interest seeking with guile.
a. Law of legitimate cross-purposes
b. Law of perpetual change
c. Opportunism
d. Alignment
Q:
The ___________ reflects the fact that evolving marketplaces may dramatically and unexpectedly alter the goals and resources of channel partners.
a. law of legitimate cross-purposes
b. law of perpetual change
c. opportunism
d. alignment
Q:
The _______ refers to the fact that supplier firms and reseller firms rely upon different profit models that are sometimes at odds with one another.
a. law of legitimate cross-purposes
b. law of perpetual change
c. opportunism
d. alignment
Q:
A(n) ________ captures the extent to which goal congruence exists among partner firms' self-interests and the degree to which complementary resources and capabilities enable the partner firms to capitalize on marketplace opportunities.
a. reseller partnership
b. sustaining reseller partnerships
c. alignment
d. transforming channels
Q:
A(n) ________ is the continuing process of aligning the mutual self interests and complementary resources of partner firms in stable marketplaces, responding adaptively to incremental marketplace changes, and transforming channels in the face of disruptive forces.
a. reseller partnership
b. sustaining reseller partnerships
c. alignment
d. mutual self-interest
Q:
A(n) ________ refers to the extent to which there is mutual recognition and understanding that the success of each firm depends on the other firm, with each firm consequently taking actions so as to provide a coordinated effort focused on jointly satisfying the requirements of the customer marketplace.
a. reseller partnership
b. sustaining reseller partnership
c. alignment
d. mutual self-interests
Q:
Explain the need to examine and adjust the balance of the gives&gets in channel partner relationships.
Q:
What are six influence strategies for gaining and using power that scholars have identified?
Q:
Identify the four ways suppliers make commitments to assist reseller firms in delivering value.
Q:
Discuss the problem of conflict within marketing channels.
Q:
Explain the law of legitimate cross-purposes and law of perpetual change.
Q:
The managers who deploy form of hybrid channels, adaptive channels, view their distribution channels as webs of capabilities embedded in an extended enterprise. They realize that by sharing their resources and capabilities in novel ways, they can take advantage of profit-making opportunities that they could not exploit alone.
Q:
Scholars have identified six influence strategies for gaining and using powerinformation exchange, recommendations, promises, threats, legalistic pleas, and requests.
Q:
To better reflect channel partner gives & gets, some progressive suppliers have migrated toward a functional allowance. Here, the supplier pays a reseller a set percent off the reseller buy price for performing specific tasks.
Q:
One mechanism through which managers can achieve channel alignment under the threat of alignment is careful selection of honest and trustworthy partner firms,
Q:
A supplier firm and reseller firm, practicing mutual self-interests, partner because their respective managements understand that by sharing complementary resources and capabilities, they are more likely to achieve their respective self-interests than if they act alone.
Q:
Suppliers offer resellers a ________ to encourage them to pay for goods immediately.
a. allowance
b. payment discount
c. quantity or volume discount
d. trade or functional discount
Q:
The _________ is designed to motivate resellers to buy in large quantities and store local inventory.
a. allowance
b. payment discount
c. quantity or volume discount
d. trade or functional discount
Q:
The ________, stated as a percent reduction from the suggested resale price, ideally covers the reseller's costs of performing assigned tasks and provides the reseller with a reasonable profit.
a. allowance
b. payment discount
c. quantity or volume discount
d. trade or functional discount
Q:
The _______ captures two critical performance dimensions for resellers: how quickly they are turning inventory and how much gross profit they make on these sales.
a. partner relationship management system
b. performance and activity reports
c. expense-to-revenue ratios
d. turns x earns
Q:
The most readily available reseller diagnostics are_______. Suppliers evaluate four categories of expenses " customer communications, paperwork flows, physical distribution, and financial risk assumptions " to learn whether certain costs are under control and to contrast the efficiency of one channel versus another.
a. partner relationship management system
b. performance and activity reports
c. expense-to-revenue ratios
d. turns x earns
Q:
Trade associations and consulting firms commonly compile and publish industry averages of diagnostic measures in _______
a. partner relationship management system
b. performance and activity reports
c. expense-to-revenue ratios
d. turns x earns
Q:
A _______ is a business regimen that enhances the ability of a supplier firm, resellers, and third-party service providers to seamlessly integrate and synchronize their operations, selling, marketing, and servicing efforts.
a. partner relationship management system
b. performance and activity reports
c. expense-to-revenue ratios
d. turns x earns
Q:
Resellers _______ as technology evolves. A reseller may be able to put those new developments to use for customer firms in the form of new support services.
a. train and coach
b. provide superior service
c. innovate
d. enhance brand equity of supplier
Q:
To be sure that resellers _______, they are turning to techniques popularized by the quality movement. Central States Industrial Supply devised standard procedures for performing the firm's services and a quality management system.
a. train and coach
b. provide superior service
c. innovate
d. enhance brand equity of supplier
Q:
Supplier firms can reduce the cost-to-serve customers for an entire marketing channel by maintaining and providing _______ in the form of inventory control, logistics, and customer service systems for other channel partners.
a. training and coaching
b. sales and marketing programs
c. operational and technical support
d. pricing support
Q:
How are business marketers experimenting with mixing online and traditional media channels to spur interest from prospects?
Q:
Explain how the sales person may use implication and requirement-payoff questions.
Q:
Explain why and how the sales person may use adaptive selling.
Q:
To improve the yield from prospecting, what four critical elements must the manager's program include?
Q:
What are the four closely coordinated activities of integrated marketing communications (IMC)?
Q:
To qualify a lead or inquiry, the supplier contacts the potential customer via direct mail, fax, e-mail, or telephone and asks a series of preliminary questions to confirm that the firm has significant sales and profit opportunity
Q:
Armed with knowledge of an offering's requirements cycle, the business market manager can tactically adjust its price as a function of time from introduction in order to maximize profits.
Q:
Prospecting is often called the art of creating, extracting, and delivering customer value and communicating the value created in a timely manner.
Q:
The Diffusion-Adoption Model proposes five stages: awareness, interest, evaluation, trial, and adoption. This model is an example of a response hierarchy model
Q:
The process of generating leads from databases entails first developing a profile of key descriptors of targeted firms or managers, and then using a variety of statistical programs to search databases for names that match the profile.
Q:
_______ is the application of disciplined tactics that predict customer behavior at the micromarket level and that optimize product availability and price to maximize revenue growth. It is applicable to market offerings that include perishable products and opportunities, and markets featuring seasonal or periodic demand.
a. Revenue management
b. IMC planning
c. Situation analysis
d. Value cycle
Q:
As a consultant, the salesperson asks a series of focused SPIN questions during calls. Through these questions, the rep helps the customer manager uncover _______ questions, which seek to pinpoint the customer firm's difficulties and dissatisfactions.
a. implied
b. explicit
c. situation
d. problem
Q:
As a consultant, the salesperson asks a series of focused SPIN questions during calls. Through these questions, the rep helps the customer manager uncover _______ questions to gather general background information about the customer firm.
a. implied
b. explicit
c. situation
d. problem
Q:
As a consultant, the salesperson asks a series of focused SPIN questions during calls. Through these questions, the rep helps the customer manager uncover _______ requirements, which are precise specifications of products and augmenting services that resolve the customer's problems.
a. implied
b. explicit
c. situation
d. problem
Q:
As a consultant, the salesperson asks a series of focused SPIN questions during calls. Through these questions, the rep helps the customer manager uncover _______ requirements, which are vaguely defined areas of discontent, dissatisfaction, and discomfort with current operations,
a. implied
b. explicit
c. situation
d. problem
Q:
________ elaborates the benefits of combining and sharing complementary competences and capabilities across firms. The offering is a partnership and not just products and services.
a. Adaptive selling
b. Transactional selling
c. Consultative selling
d. Enterprise selling
Q:
With _______, the sales representative becomes a long-term, trusted, and value-adding resource for a customer firm by gaining an in-depth understanding of its operations and by contributing analytical expertise to resolve pressing problems.
a. adaptive selling
b. transactional selling
c. consultative selling
d. enterprise selling
Q:
The process of _______focuses on gaining an order as quickly as possible. In fact, advocates urge salespeople to structure the entire sales call as a prelude to closing or "asking for the order."
a. adaptive selling
b. transactional selling
c. consultative selling
d. enterprise selling
Q:
Recognizing the variation in selling situations, sales professionals practice _______ in which they modify the sales approach, alter their communication style, modify message content, and change their call strategy.
a. adaptive selling
b. transactional selling
c. consultative selling
d. enterprise selling
Q:
To improve the _______ from prospecting, suppliers must gain the commitment and support of the sales force. To do so, business market managers must create programs and systems for the sales force that deliver four critical elements: knowledge, motivation, experience, and sales support
a. qualify
b. yield
c. data mining
d. prospect
Q:
To _______ a lead or inquiry, the supplier (or contracted third parties) contacts the potential customer via direct mail, fax, e-mail, or telephone and asks a series of preliminary questions to confirm that the firm has significant sales and profit opportunity
a. qualify
b. yield
c. mine
d. prospect
Q:
_______ describes the cognitive, affective, and behavioral stages that a customer goes through during the purchasing process.
a. Integrated marketing communications (IMC)
b. Response hierarchy models
c. Market database
d. Prospecting plan
Q:
_______ is a concept of marketing communications planning that recognizes the added value of a comprehensive plan. It evaluates the strategic role of a variety of communications disciplines and combines these disciplines to provide clarity, consistency, and maximum communications impact through the seamless integration of discrete messages.
a. Integrated marketing communications (IMC)
b. Response hierarchy models
c. Market database
d. Prospecting plan
Q:
A _______ contains names of key contacts, their direct mail and e-mail addresses, corporate locations, and Web-site information, plus limited descriptive information on each competitor in the defined market.
a. customer relationship management (CRM) system
b. customer database
c. market database
d. prospecting plan
Q:
A _______ is the supplier firm's repository for all relevant information about past and present customers. For each customer, it should contain transaction prices and profits from past orders, costs to serve, an estimate of the supplier's share of the customer's business, a forecast of potential sales, important customer firm characteristics, the names of buying team members and their roles in purchase decisions, previous account call reports, product or service applications, and relevant buying practices, policies, and patterns. (p. 338; Use of IT)
a. customer relationship management (CRM) system
b. customer database
c. market database
d. prospecting plan
Q:
A _______ is the set of tools and processes a firm uses to identify, attract, and retain customers and to leverage its relationships with customers.
a. customer relationship management (CRM) system
b. customer database
c. market database
d. prospecting plan
Q:
_______ entails the related activities of internally generating leads from databases, prompting and gathering inquiries externally from the marketplace, and qualifying leads and inquiries as significant prospects.
a. Leads
b. Inquiries
c. Prospects
d. Prospecting
Q:
_______ is (are) leads and inquiries that the supplier firm has qualified as having significant sales and profit potential.
a. Leads
b. Inquiries
c. Prospects
d. Prospecting
Q:
_______, on the other hand, are customer initiated business contacts with the supplier firm.
a. Leads
b. Inquiries
c. Prospects
d. Prospecting
Q:
_______ are names of possible clients that business market managers generate from computer databases.
a. Leads
b. Inquiries
c. Prospects
d. Prospecting
Q:
Explain a channel positioning matrix.
Q:
Explain marketplace equity, reseller equity, brand equity, and channel equity.
Q:
When designing an integrated logistics systems system, business market managers conduct what four tasks?
Q:
Briefly explain the four types of field sales forces Shapiro identified which are discussed in the text.
Q:
Identify the six steps of designing superior value-adding marketing channels.
Q:
Integrated logistics systems entail the interfirm and cross-functional planning, implementation, and control of the flow and storage of raw materials, in-process inventories, finished goods, and related information from supplier firms to customer firms.
Q:
With the workload approach, business market managers estimate the total efforts that sales personnel must undertake to serve the entire marketplace.
Q:
Firms in consumer markets are more likely to market their offerings directly to customer firms than their business market counterparts.
Q:
Managers have four basic choices concerning international channels and resellers: domestic reseller-exporters, international reseller-importers, direct sales, or countertrade.
Q:
The exclusive distribution intensity strategy is where a supplier authorizes many resellers per trade area.
Q:
The efficient, low-cost transactional experience provides inexpensive, convenient, self-service exchange relationships with minimal value-added service, often through Internet Web sites or other direct marketing media.
Q:
In a _______, each salesperson is responsible for calling on customers in a defined territory. They perform traditional selling activitiesmaking presentations, asking for orders, and making after-sale calls. Their efforts revolve around discrete exchanges or series of exchanges.
a. systems sales force
b. major account sales force
c. transactional sales force
d. strategic account sales force
Q:
A business-to-business (B2B) _______ is an electronic forum where multiple buyers and sellers can make bids or accept offers for a variety of products and services. Buyers and sellers can accept any price offered at any time and either party can withdraw or revise a bid.
a. community
b. catalog
c. electronic auction
d. exchange