Question 1: In a waterfall approach to international expansion, ___. a) countries are entered based upon ease of entry b) countries are entered based upon the availability of government subsidies c) firms enter those countries first where the demand for the product is greatest d) firms enter those countries first where the supply of raw material is greatest e) firms enter countries gradually in a sequence

Question 2: Hotel chains such as Hyatt and Marriott sell a variation of the licensing agreement called ___ to the owners of foreign hotels to manage these businesses for a fee. a) indirect exporting b) management contracts c) strategic alliance d) direct exporting e) greenfield venturing

Question 3: The aim of customer relationship management is to produce high ___. a) customer loyalty b) role integrity c) brand equity d) innovation e) customer liability

Question 4: When Nestl repositioned its low-fat Maggi brand dried noodlesa popular, low-priced meal in rural Pakistan and Indiaas a budget-friendly health food in Australia and New Zealand, it was practicing ___. a) bottom-up innovation b) reverse engineering c) reverse innovation d) cross-cultural innovation e) forward innovation

Question 5: Pepsi Co. is always taking a stand on important or controversial social, economic, environmental, or political issues. This is an example of ___. a) Brand activism b) Issue activism c) public marketing d) public advertising e) Issue advertising

Question 6: \A U.S. executive who is transferred to the company's subsidiary in Tokyo causes friction with his new colleagues, who think he worries too much about his own career advancement. This is an example of which cultural dimension? a) Individualism vs. collectivism b) Normative vs. pragmatic orientation c) Power distance index d) Uncertainty avoidance index e) Masculinity vs. femininity

Question 7: ___ are all entities directly or indirectly influenced by the actions of the company, rather than just with shareholders, who actually own the firm. a) Influencers b) Business owners c) Stakeholders d) The social community e) Shareholders

Question 8: Many U.S. firms prefer to sell in Canada, England, and Australia rather than in larger markets such as Germany and France because they feel more comfortable with the languages, laws, and culture, which reflect the ___ between these countries and the United States. a) cognitive dissonance b) cultural proximity c) self-serving bias d) coincident development e) backward invention

Question 9: Which of the following modes of entry into a foreign market involves the maximum commitment and risk? a) Direct investment b) Direct exporting c) Franchising d) Licensing e) Joint ventures

Question 10: BMW is ___ the customer experience when it offers 500 side-mirror combinations, 1,300 front bumper combinations, and 9,000 center-console combinations and provides new buyers a video link to watch their car being "born" while waiting for delivery. a) identifying b) personalizing c) synthesizing d) acknowledging e) integrating

Question 11: A ___ is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the company's cost stream of attracting, selling, and servicing that customer. a) pioneer customer b) profitable customer c) market nicher d) market challenger e) prospector

Question 12: ___ is the practice of sending messages only when consumers express a willingness to become more involved with the brand. a) Relationship marketing b) Consumer privacy c) Horizontal advertising d) Cause-related marketing e) Permission marketing

Question 13: Which of these terms has been used to express worries about the negative consequences of cause marketing? a) Whitewashing b) Faux-lanthropy c) Social profiteering d) Greenwashing e) Consumption philanthropy

Question 14: A company that touts the recyclability of its batteries without mentioning that one of the battery's chemicals is mined in an unsustainable manner could reasonably be accused of ___. a) deceptive claims b) bait-and-switch c) privacy violations d) puffery e) greenwashing

Question 15: Rachel is on vacation in Hawaii. When she arrived at the hotel, she was offered chilled juice. Her check-in formalities were handled by the staff. When she entered her room, she saw that chocolates had been placed on the pillows and a flower arrangement on the table. These are examples of customer ___. a) touch points b) profitability analysis c) perceived value d) value analysis e) lifetime value

Question 16: Total customer satisfaction is measured based on the relationship of ___. a) perceived performance and expectation b) past experience and present experience c) customer attitude and salesperson's attitude d) advertised outcomes and real outcomes e) expected value and total customer benefit

Question 17: ___ is the process of carefully managing detailed information about individual customers and all customer touch points to maximize loyalty. a) Customer satisfaction analysis b) Customer lifetime value c) Customer relationship management d) Customer-value delivery e) Customer profitability analysis

Question 18: Which three elements make up the triple bottom line? a) People, brand presence, profit b) Price, policy, product c) People, planet, profit d) Planet, social profit, financial profit e) People, investment, profit

Question 19: ___ refers to the ability to meet humanity's needs without harming future generations. a) Sustainability b) Legal practice c) Ecological footprinting d) Greenwashing e) Scalability

Question 20: The United States imposed a duty of on wind towers imported from China and Vietnam due to the practice of ___, as both countries were selling their products at lower prices than what they were charging at their home countries to win the U.S. market. a) transfer pricing b) arm's-length pricing c) gray marketing d) counterfeiting e) dumping