Deck 7: Business Channel Management

Question 1

The _______ provides inexpensive,convenient,self-service exchange relationships with minimal value-added service,often through Internet Web sites or other direct marketing media.

A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Answer 1

A

Question 2

The degree to which targeted customer firms are actually reached and served by the appropriate kind and number of channels is _______.A further demand is that managers match customer requirements and preferences with the capabilities of alternate channels.

A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Answer 2

A

Question 3

The goal of _____ refers to the extent to which business channels enable a supplier firm to reach,develop,and serve targeted segments and customer firms.Ideally,supplier firms seek channels that provide coverage and exposure to as many profitable customers as possible.

A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Answer 3

A

Question 4

A set of interdependent organizations involved in the process of making a product or service available for use or consumption is _______.

A)marketing channel
B)business channel management
C)fulfillment management
D)value-added management

Question 5

The _______ allows the customer the ability to choose to purchase a supplier's offering intact or piecemeal from several integrated or stand-alone channels on a transaction-by-transaction basis.

A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Question 6

The _______ furnishes extensive consultation and advice,customization of offerings,frequent face-to-face encounters with supplier personnel,and a complete range of value-added services.

A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Question 7

The goal of _______ captures the total expenditures required to deliver the intended total customer experience to targeted segments and customers.Perhaps the principal reason that supplier firms turn to indirect channels is the desire to dramatically reduce distribution costs.

A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Question 8

In a _______,each salesperson is responsible for calling on customers in a defined territory.They perform traditional selling activities-making 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

Question 9

The _______ enables customers to purchase a wide-variety of complementary products and services from a single source.

A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Question 10

With a _______ format,a firm posts detailed information about the company and its market offerings.In more advanced systems,customer firms have access to pricing information,use an "electronic shopping cart" to select items for purchase,configure more complex offerings,and are able to order products or services 24 hours a day,7 days a week (24 _ 7).

A)community
B)catalog
C)electronic auction
D)exchange

Question 11

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

Question 12

Among the five essential customer requirements that encompass _______ are the breadth and depth of products and services in a supplier's market offering,the availability of those products and services at supplier warehouses and/or showrooms,timing and reliability of delivery,installation,and payment terms and conditions.

A)total customer experience (TCE)
B)business channel management
C)immediacy of fulfillment
D)value-added management

Question 13

The goal of _______ in the context of business channels entails the augmenting products and services channel partners contribute to the supplier firm's market offering.

A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Question 14

A form of electronic transaction formats that facilitate delivery of added value is the _______ which is a hosted,though unmoderated,cyber forum where users exchange information about a particular product or service,technology,or industry.

A)community
B)catalog
C)electronic auction
D)exchange

Question 15

The number of resellers authorized or direct sales persons assigned per geographic trade area is _______.By adjusting this factor,the supplier makes it more convenient for the customer to purchase an offering.

A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Question 16

The _______ entails all aspects of a customer firm's encounter with a supplier firm.Ideally,the TCE should be a positive,seamless,and memorable interaction that matches the customer firm's purchasing requirements and preferences.

A)total customer experience (TCE)
B)business channel management
C)fulfillment management
D)value-added management

Question 17

A form of electronic transaction formats that facilitate delivery of added value is the _______ in which one firm posts an offering and other parties submit bids.

A)community
B)catalog
C)electronic auction
D)exchange

Question 18

The _______ cover a wide range of pre-sale,point-of-sale,and post-sale services that are commonly offered as "for-fee options." As these customer requirements tend to be more tangible than preferences,managers assess their worth using the tools of customer value management.

A)total customer experience (TCE)
B)business channel management
C)immediacy of fulfillment
D)value-added services

Question 19

In the case of indirect channels,coverage entails a choice of a _______: exclusive,where a supplier authorizes one reseller per trade area; selective,where it authorizes a limited number of resellers per trade area; or intensive,where it essentially authorizes all resellers that want to carry its line.

A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Question 20

The process of designing a set of marketing and distribution arrangements that create superior customer value for targeted market segments and customers,and executing those arrangements directly through supplier firm sales forces and logistics systems or indirectly through resellers and third-party service providers.

A)marketing channel
B)business channel management
C)fulfillment management
D)value-added management

Question 21

The exclusive distribution intensity strategy is where a supplier authorizes many resellers per trade area.

Question 22

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.

Question 23

With the workload approach,business market managers estimate the total efforts that sales personnel must undertake to serve the entire marketplace.

Question 24

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.

Question 25

Managers have four basic choices concerning international channels and resellers: domestic reseller-exporters,international reseller-importers,direct sales,or countertrade.

Question 26

Firms in consumer markets are more likely to market their offerings directly to customer firms than their business market counterparts.