Business relations

1: The characteristic of embeddedness of business relationships means that:

Bussiness actors are independet

Sellers must taketime to get to know the buyers

Business actors sholud avoid each other

Business actors impact each other

2: Which one of these actors in the business market is a non-business actor?

The logistics company the transports goods between buyers and sellers

The Red Cross department that collects used furniture from companies to sell to consumers

The mangement consulting company

3: The implication of resource heterogeneity is that:

Resources are getting less complicated

You are obliged to exchange resources with other actors in the business market

Success is based on your own company's resources

4: Emergent networks are defined as those that are created deliberately by the members, while strategic develop without deliberate action on the actors.

True

False

5: A distinguishing feature fo an organization's core capabilities is that it:

Is expensive to maintain

Can be copied

Cannot be copied

Cannot easily be lost

6: What is not shown by the model of stages of relationship development shows

The factors that have impacted the change in relationships whith a particular partner

At what stage the relationship with a particular partner is

How relationship have evolved from the begining to the current stage

How you can break the relationship with a particular partner

7: Network pictures enable a company to:

To see other parts of the network

To see the network from the view of other companies

Mostly see its part of the netowork

To understand the network

8: When the supplier is not sure about what kinds of customer problems it should solve and how its offerings can be used by costumers, the supplier has a:

Applications uncertainty

Fulfillment uncertainty

Supplier uncertainty

Capacity uncertainty

9: In a situation with a wide variety of potential suppliers in which the buyer does not have an established relationship supplier, the buyer has a:

Solution uncertainty

Network uncertainty

Capacity uncertainty

Fulfillment uncertainty

10: The business buyer sometimes does not know exactly what kind of offering it needa to solve a paticular problem and this may make it difficult for the supplier to provide the right soultion. This is called the buyer's:

Need uncertainty

Fulfillment uncertainty

Network uncertainty

Capacity uncertainty

11: The first aspect of networking centers on a company's existing relationships and what they really mean for it. Which managerial choices are involved?

Consolidate or create

Conform or confront

Coerce or concede

12: A company's relationships are the outcomes of it's own decisions and actions, but the company is not itself the outcome of those relationships and what has happend in them.

True

False

13: What it meant by the managerial question ¨How can we make sense of were we are?¨:

How can a company use existing relationships despite restrictions?

Hoe can a company use new relationships to change it's position in the network?

Witch is the position of the company in the network and haw it relates to others?

14: In the realationship life cycle stage mode, account delvelopment, cross-selling and up-selling are manifestations of the:

Awareness phase

Dissolution phase

Expansion phase

Commitment phase

15: CRM is a cross-functional-process for achieving:

Rapid customer retention and the effectiveness of marketing initiatives

Non-personalized treatment of the most valuble customer

Production cost efficiency

A continuing dialogue with customers cross all their contact and access points

16: Witch of the following relationships-building startegies do NOT target collaborative customers:

Offer an immediate, attractive combination of product, price, technical support, and other benefits

Invest reasources to secure commitments

Salesand service personnel should work with managers on issues related to purchasing, strategy and coordination

Assure the customer about the company's long-term capabilities and immediateperformance

17: ROR is NOT linked to:

Relationship life cycle stages

Lifetime value of the customer

Lifetime value of business products

18: CRM does NOT allow to managers to:

Craft the Right Value Proposition

Manage tje customer portfolio effectively

Establish the right prices for each product line

Diversify the customer portfolio

Acquire the right customers

19: Which is one possible benefit of adopting a more formalized approach to B2B marketing plan:

Slow awareness inside the firm of possble competitive threats

Difficulties in evaluating marketing activities properly

Not having to wait for an approach from other actors such as customers to inspire a new proodict direction

Decision-making could be less objective and driven by CEO's exerience

20: Which of the following stratrgies do NOT allow a company to position itslef as ¨flexible¨ and ¨trustworthy¨in B2B market?

Haging a well-recognised brand in the industry

Attend trade conferences and meet existing and potential customers

Maintain the reputation it holds amongst clients and partners for technological capability

Its unwillingness to adapt its products for individual customers

21: The claim ¨Rapid. Real-time telephone assistance to resolve technical issues¨ appeals to:

Tangible B2B product charateristics

Intangible B2B product charateristics

Tangible augmented B2B product charateristics

22: In the development phase of a B2B product:

Revenuesare negative due to investment of time and other resources

Economies of scale should be achieved

The levels of customer awareness are medium

Considerable investment should be made on personal selling

23: To deal with heterogeneity of business services marketers need to:

Prepare front line staff & educate customers

Ensure consistency via standardization or skilled staff

Manage demand and supply effectively

Provide tangible evidence or clues for customers

24: A customer-oriented approach to B2B market positioning implies that the designing offerings:

Start with the products/service and then targets customers

Start with the implementation of quality production measures

Start with the customer problem, and then assemble required products/services to solve the problem

25: An advertising agency can be classified as:

a professional service

an information service

a marketing service

a support service