Deck 15: International Personal Selling and Personnel Management

Question 1

Inessa, a Kazakstani brand manager schooled in a university in the United States, working for Colgate in Kazakstan, would be considered a home-country national.

Answer 1

False
Inessa, a Kazakstani brand manager schooled in a university in the United States, working for Colgate in Kazakstan, would be considered a host-country national.

Question 2

International sales representatives' expertise, ability, demeanor, and appearance all convey information that is integral to the firm's product or service offering and help shape the firm's relationship with the target market.

Answer 2

True
International sales representatives are often the frontline personnel in a firm's relationship with an international target market. Their expertise, ability, demeanor, and appearance all convey information that is integral to the firm's product or service offering and help shape the firm's relationship with the target market. This information is found in the introductory paragraphs.

Question 3

A firm that has manufacturer's representatives can range in its involvement from having a local sales office operated by local and/or international sales representatives, to a wholly-owned subsidiary.

Answer 3

True
A firm that has manufacturer's representatives can range in its involvement from having a local sales office operated by local and/or international sales representatives, to a wholly-owned subsidiary and controlling every aspect of the marketing function, including the distribution function.

Question 4

In the international selling context, the order taker takes little initiative in international transactions.

Question 5

A personal selling situation involves content; content includes substantive aspects of the interaction, such as suggesting, offering or negotiating product-specific utilities and expectations.

Question 6

A third-country national is a truly international sales person, the expatriate who works in numerous countries.

Question 7

A firm that has manufacturer's representatives in a particular market typically has a substantial overall presence in that market.

Question 8

Home-country nationals are preferred by companies whose products are in the mature stage of the product life cycle.

Question 9

Companies primarily involved in exporting are likely to engage in extensive international sales activity.

Question 10

In the international selling context, the order getter is the individual who processes routine orders from the customer; he or she is likely to be a local employee who is familiar with the local customs and culture.

Question 11

In international marketing, order getters can be either local or international staff who are highly skilled technically.

Question 12

In South America, managers commonly "roll up their sleeves" and work on the assembly line as a way of showing their solidarity with the work force.

Question 13

International firms appear to prefer the local employee to the expatriate.

Question 14

Looking your counterpart directly in the eye is a sign of honesty in Asia.

Question 15

A hard sell approach is not likely to be successful in most Asian countries.

Question 16

A personal selling situation involves style; style refers to rituals, format, mannerisms, and ground-rules of the buyer and seller during the course of their interaction.

Question 17

In international marketing, most order getters work in the business-to-business area as field salespeople, going to customers to solicit business.

Question 18

In Latin America, the salesperson should focus on closing the deal and aiming towards the next sale.

Question 19

Usually, third-country nationals cost more than home-country nationals because of their special expertise.

Question 20

EDI relationships are possible primarily if the firms have the appropriate resources and trust their local partner with the information.

Question 21

Household moving expenses to the country of assignment are usually covered by the company for the expatriate.

Question 22

Research indicates that expatriates who are primarily interested in completing the assignment in order to earn a promotion are the most likely to succeed in an international assignment.

Question 23

For many companies, the cost-of-living adjustment is above and beyond that justified by the local conditions.

Question 24

The extrinsic aspects of motivation for an international assignment are addressed in the recruiting process, which ensures that only those candidates who have the appropriate traits are deployed.

Question 25

Even though companies frequently provide a generous cost-of-living adjustment, it is uncommon for a company to provide a housing allowance for the expatriate.

Question 26

Multinational corporations frequently offer as incentive a guaranteed promotion to the expatriate in the company ranks upon his or her successful return from the country of assignment.

Question 27

The repatriation allowance covers expenses for moving to the host country.

Question 28

Once in the country of assignment it is important for the employee to forge connections with other home-country expatriates.

Question 29

Information such as status of the speaker, individual background, values, and associations are very important in completing the message conveyed in high context cultures.

Question 30

The education allowance covers the cost of educating the employee on the new environment in which he or she will be working.

Question 31

Training for an international assignment could be as simple as taking a short course in cross-cultural communications.

Question 32

Individuals from high context cultures use formal, direct communication that is verbally expressed.

Question 33

International management experts estimate that the total cost of failed expatriate assignments is in the "tens of thousands of dollars".

Question 34

Upon return to the home country, the employee frequently experiences a loss of status.

Question 35

Negotiators from low-context cultures follow Western logic, with the negotiation ending when an agreement is formally reached and in writing.

Question 36

International management experts estimate that more than fifty percent of expatiate assignments fail.

Question 37

The company controls the extrinsic aspects of motivation.

Question 38

Negotiators from high-context cultures are less programmatic and less rigid, especially in time management, contract signing, and closing deals.

Question 39

One of the most important actions of the company may be to simply keep the expatriate "in the loop" for the duration of the assignment.

Question 40

There is virtually no way to diminish culture shock.

Question 41

Which type of person is also known as parent-company nationals?

A)Home-country nationals
B)Host-country nationals
C)Third-country nationals
D)Professional expatriates

Question 42

Which of the following is not a disadvantage of using home-country nationals?

A)Home-country nationals usually cost more than other types of representatives.
B)Cultural barriers are more likely for home-country nationals.
C)Home-country nationals lack personal connections to important decision makers.
D)All of the above are disadvantages of using home-country nationals.

Question 43

What traits of the international sales representatives are likely to convey information that shapes the relationship of the firm to the target market?

A)Sales representatives' expertise
B)Sales representatives' demeanor
C)Sales representatives' appearance
D)All of the above

Question 44

Anya was born in Russia, educated in America, and represents Ford in Moscow. Which type of salesperson is Anya most likely to be?

A)Home-country national
B)Host-country national
C)Third-country national
D)Mercenary expatriate

Question 45

International sales representatives are often the frontline personnel in a firm's relationship with the

A)Target market
B)Distributors
C)Local government
D)All of the above

Question 46

Which type of representative is preferred by companies whose products are at the forefront of technology, or when the selling function relies on extensive training and highly-specialized information?

A)Home-country nationals
B)Host-country nationals
C)Third-country nationals
D)High context negotiators

Question 47

In the case of both home-country nationals and third-country nationals it should be noted that:

A)Repatriation issues are an important concern.
B)Many governments dictate the number of foreign nationals permitted to be hired.
C)Culture shock must be planned for.
D)All of the above are true.

Question 48

In which country should the salesperson focus on closing the deal and aim towards the next sale?

A)Mexico
B)Japan
C)Jordan
D)Germany

Question 49

Which of the following is not an example of an expatriate working in a particular foreign country?

A)Home-country national
B)Host-country national
C)Third-country national
D)All of the above are expatriates.

Question 50

In the international selling context, the order taker

A)Processes routine orders from the customer
B)Is a local employee
C)Has important initiatives
D)All of the above

Question 51

An electronic data interchange (EDI) relationship enables the buying and selling firms to share important data on

A)Production
B)Inventory
C)Shipping
D)All of the above

Question 52

Which of the following does not characterize order getters? They are individuals who

A)Actively generate leads
B)Process orders
C)Persuade clients to purchase the firm's products
D)Go to clients' places of business or home

Question 53

In which country is a hard sell most likely to succeed?

A)Saudi Arabia
B)Brazil
C)Japan
D)Germany

Question 54

Which type of representative is likely to cost the least?

A)Home-country national
B)Host-country national
C)Third-country national
D)Mercenary expatriate

Question 55

Order getters

A)Are either local or international staff.
B)Are over-the-counter salespeople, typically.
C)Lack the important sales skills of order takers.
D)All of the above.

Question 56

Which of the following is considered to be a "professional expatriate?"

A)Home-country nationals
B)Host-country nationals
C)Third-country nationals
D)Mercenary expatriates

Question 57

Companies involved in exporting are likely to

A)Send representatives to an international trade show
B)Engage in minimal sales activity in international markets
C)Have little control over the activities of the joint venture partner
D)a and b only

Question 58

Which of the following is a requirement for an electronic data interchange (EDI) relationship?

A)Firms should have the appropriate resources to facilitate EDI
B)Firms should be able to trust each other
C)a and b only
D)None of the above are requirements

Question 59

Why do international firms often prefer to hire a local employee over an expatriate?

A)The local employee is cheaper.
B)The local employee knows the language.
C)The local employee fits the country's employment policies.
D)All of the above are true.

Question 60

Which of the following is not true about an order taker. An order taker

A)Can show initiative
B)Can persuade
C)Can call on customer at his or her work place
D)Can process the order

Question 61

Which of the following is not a dimension of national character?

A)Individualism
B)Power distance
C)Uncertainty avoidance
D)Personality

Question 62

In the process of recruiting expatriates, companies should select those individuals who have traits such as:

A)Openness.
B)Awareness of one's own cultural values.
C)A high level of resiliency.
D)All of the above.

Question 63

International management experts estimate that the cost of a failed expatriate assignment is in the ____ of dollars.

A)hundreds
B)thousands
C)millions
D)billions

Question 64

Which type of incentive is likely to pay for schooling the children remaining in the home country and to visit the family member(s) posted abroad?

A)Housing allowance
B)Education allowance
C)Home-leave allowance
D)Moving allowance

Question 65

Which of the following is used to increase extrinsic motivation?

A)Cost-of-living adjustment
B)Education allowance
C)Moving allowance
D)All of the above

Question 66

Which type of incentive provides payment for maids, cooks, gardeners, or even a night watchman?

A)Cost-of-living adjustment
B)Housing allowance
C)Education allowance
D)Home-leave allowance

Question 67

How can culture shock be attenuated?

A)The company should provide frequent trips back home.
B)The company should increase the salesperson's salary.
C)The company should help the employee know what to expect in the new environment.
D)The company should administer personality tests.

Question 68

Which incentive is likely to cover storage in the home country?

A)Housing allowance
B)Home-leave allowance
C)Moving allowance
D)Repatriation allowance

Question 69

A personal selling situation involves content and style. Which of the following is an example of content?

A)A salesperson discussing the attributes of a technical product.
B)A salesperson drawing up the contract in the format prescribed by the customer.
C)A salesperson avoiding eye contact with a client so as not to offend the person.
D)All of the above are content examples.

Question 70

A personal selling situation involves content and style. Which is not an example of a "style" issue?

A)Using a local mannerism
B)Obeying a ritual
C)Negotiating a lower price
D)All of the above are style examples.

Question 71

What is the most important action that a company can take to ease the repatriation process?

A)It should increase the employees compensation.
B)It should keep the expatriate "in the loop" for the duration of the assignment.
C)It should provide generous cost-of-living adjustments while the employee is abroad.
D)It should administer psychological tests.

Question 72

Which of the following is not a common training tool for international assignments?

A)A short course in cross-cultural communications
B)An extensive cultural immersion
C)Reading a book
D)All of the above are commonly used.

Question 73

The direct costs associated with each expatriate turnover are estimated to be between

A)$10,000-$50,000
B)$55,000-$155,000
C)$250,000-$750,000
D)$1 million - $1.5 million

Question 74

Which of the following is true regarding high-context cultures?

A)High-context cultures are less confrontational in negotiations.
B)High-context cultures follow Western logic.
C)High-context negotiators are more programmatic.
D)In high-context cultures the negotiation terminates when an agreement is formally reached and in writing.

Question 75

How can intrinsic aspects of motivation for an international assignment be addressed by the company?

A)Through the recruiting process
B)Through compensation
C)Through career incentives
D)Through leave and family policies

Question 76

Which incentive covers the expenses for moving back to the home country?

A)Housing allowance
B)Home-leave allowance
C)Moving allowance
D)Repatriation allowance

Question 77

Why do employees experience a loss of status in their home environment upon repatriation?

A)After being gone for some time, they lose touch with the home culture.
B)They no longer seem to "fit" within the company.
C)They become victims of the "out of sight, out of mind" phenomenon.
D)In the host country they had higher status and enjoyed privileges (maids, housing) and income much higher than in the home country.

Question 78

Which type of incentive is likely to pay for the cost of staying at a quality hotel until housing becomes available?

A)Cost-of-living adjustment
B)Housing allowance
C)Home-leave allowance
D)Moving allowance

Question 79

Which of the following is not true regarding low context culture?

A)Low context culture uses formal communication.
B)Low context culture is verbal.
C)Low context culture considers the status of the speaker.
D)Low context negotiators are more confrontational.

Question 80

How can companies facilitate repatriation for the employee?

A)Keeping the expatriate abreast of all company developments.
B)Flying the expatriate to headquarters on a regular basis.
C)Keeping the expatriate on the e-mail list for intra-company communication.
D)All of the above will facilitate repatriation.