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2008 DECA Ontario RegionalsTest 974 APPAREL AND ACCESSORIES MARKETING 1

1. Jean, Keisha, and Kyle want to start their own apparel business but are concerned about the higher tax rate for corporations as well as the double taxation on corporate profits and dividends paid to stockholders. What type of business ownership should they consider?

A. Partnership B. “S”” corporation C. Open corporation D. Close corporation

2. What aspect of distribution is of major importance to menswear stores?A. Volume discount C. Buying processB. Inventory control D. Vendor selection

3. A benefit to apparel businesses that use electronic data interchange (EDI) systems isA. effective inventory management. C. higher stock turnover. B. competent intermediaries. D. fewer packing errors.

4. Legal avenues that clothing manufacturers take to gain more control in product distribution channels to consumers include all of the following except

A. establishing one or more vertical marketing systems.B. building strong consumer brand loyalty. C. arranging alternative retailers.D. refusing to sell to uncooperative retailers.

5. Why is it important for clothing stores to coordinate distribution with their promotional activities?A. To offer products at extremely low pricesB. To spend money on warehousing surplus productsC. To make sure that products are available on timeD. To select the most efficient transportation form

6. An apparel manufacturer that decides to sell directly to large clothing stores rather than through wholesalers might create __________ conflict within its distribution channel.

A. vertical B. horizontal C. formal D. conventional

7. The part of a business letter that follows the inside address is theA. salutation. B. signature line. C. dateline. D. body.

8. When writing informational messages, shoe-store employees should explain the situation and include sufficient data for the recipient to be able to

A. agree with the content. C. contact the store. B. read the message. D. make a decision.

9. A collection letter that a clothing store writes to customers to encourage them to pay is an example of a(n) __________ message.

A. threatening B. informational C. persuasive D. aggressive

10. Employees on the same level in a clothing store chain who informally talk to each other about work-related issues are using __________ communication.

A. vertical B. personal C. horizontal D. professional

11. Why is it necessary for a dress store's employees to be patient when giving customers directions to other locations inside or outside the business?

A. Employees should not have to bother with giving customers directions.B. Customers who have to ask for directions are not very intelligent.C. Giving directions requires patience because it is a difficult skill.D. The directions may have to be repeated before they are understood.

12. One way that jewelry stores reinforce a service orientation is throughA. effective communication. C. regional management. B. loyalty marketing. D. discount pricing.


13. Employees who are unable to respond to questions about the apparel store's goods or services can affect the customer's

A. price fixing. C. sourcing strategy.B. purchasing ability. D. image of the business.

14. What type of difficult customer may be the most trying on your patience and do the most damage to the image of your apparel business?

A. Suspicious C. DisagreeableB. Domineering/Superior D. Slow/Methodical

15. Why should apparel coordinates that were missing from a previous shipment be given priority processing when they are received by the store?

A. So that appropriate price tickets can be attached B. So that the coordinates can be properly storedC. So that the coordinate grouping will sell betterD. So that the buyer can examine the items for defects

16. Clothing boutique employees regularly review inventory levels for all products toA. determine the manufacturers' product return policy.B. ensure enough items are on hand to meet customer demand.C. increase the amount of store stock-out items.D. confirm enough stock is available for scheduled clearance sales.

17. Why do most apparel retailers prefer computerized unit control systems to manual systems?A. Visual inspection is used to determine levels of inventory.B. They enable employees to gather paper records.C. Inventory is counted at least once per fiscal year.D. They have an automatic reordering feature.

18. Which of the following is an example of a natural resource:A. A farmer B. Gold C. Roads D. A building

19. Product prices in our free enterprise economy are determined by the interaction ofA. demand and supply. C. business and society. B. government and business. D. society and government.

20. Which of the following is an important benefit apparel businesses offer to their local communities:A. Decreasing competition C. Creating jobs B. Increasing tax rates D. Running community affairs

21. The president of COOL Apparel and Accessories has just announced that s/he is considering eliminating some of the free services that are now being offered. This should cause the business's

A. expenses to decrease. C. taxes to increase.B. sales to increase. D. production to decrease.

22. A person who sells casual sportswear and can also sell formal clothing is an example ofA. decreased level of skill. C. simplified worker training.B. increased quality of work. D. ease of transferring to other like jobs.

23. When inflation levels are low, discount clothing chains often considerA. expanding their operations. C. decreasing outputs. B. reducing their personnel. D. increasing interest rates.

24. What phase of the business cycle exists when aggregate demand is decreasing, unemployment is rising, and sales are sluggish?

A. Trough B. Expansion C. Contraction D. Peak


25. A country has an abundance of globally scarce resources, but it lacks the technology and consumer goods needed to satisfy the wants of its own citizens. What is the best plan of action for this country to follow?

A. The country should import consumer goods and develop exports to trade.B. The country should remain independent in developing technology.C. The country should maintain its favorable balance of trade.D. The country should export consumer goods in order to gain a technological advantage.

26. Ali is an assistant buyer with an apparel retail chain and wants to negotiate with her boss to take on more job responsibilities. Before approaching her boss, Ali needs to determine her boss's position and

A. interests. B. abilities. C. standards. D. procedures.

27. When a group reaches consensus, it means that all of the members agree but they usually A. accept majority rule. C. do not have equal power. B. follow the leader. D. do not vote.

28. Being enthusiastic about your job is an example of what type of behavior that builds positive working relationships?A. Getting to know others on your work team C. Demonstrating courtesy and respect B. Having a good attitude D. Being cooperative

29. When an apparel store's customer is permitted to pay his/her credit account in full in 30 days, or make a minimum payment and be charged a finance charge on the balance, s/he has a(n) __________ account.

A. cycle billing B. installment C. regular D. revolving

30. What is an important consideration when selecting a financial-services provider?A. Fee structure B. Office location C. Tax status D. Gross income

31. Financing is important to marketing because marketing could not take place withoutA. collateral. B. creditors. C. goals. D. money.

32. A bank denies a shoe-store owner's application for credit saying, "We feel that you would be unable to make the monthly payments because of your other debts." What financial report did the bank review?

A. Operating budget C. Income statementB. Budget D. Balance sheet

33. Calculate a jewelry store's total liability based on the following information in its balance sheet: $46,500 in commissions owed to salespeople, $23,225 payable in income tax, $12,840 in accounts payable, and $37,000 in accumulated depreciation.

A. $73,065 B. $82,565 C. $69,725 D. $119,565

34. When an apparel-boutique owner or manager uses a budget, s/heA. can more accurately evaluate employees. C. has to try to make it interesting. B. demonstrates leadership. D. makes more informed decisions.

35. Which of the following is a true statement about a shoe store's endorsements of checks for deposit:A. Only one check in a deposit needs to be endorsed. B. "For deposit only" is part of a blank endorsement.C. State regulations determine the type of endorsement used.D. Federal regulations determine location of the endorsement.

36. What do some menswear stores use to collect marketing information from consumers who are often unaware that they are providing this information?

A. Focus groups B. Web sites C. Personal interviews D. Fax surveys

37.One benefit to a chain of lingerie shops of using computerized databases to sort and organize information about customers' purchases, brand preferences, and dollar amounts spent is that the chain can use this information to

A. develop inventory control plans. C. customize its marketing efforts. B. prepare financial reports. D. maintain sales strategies.


38. A shoe store chain that wants to use marketing research in order to try out different solutions to a problem needs to use __________ research.

A. causal B. exploratory C. predictive D. descriptive

39. Which of the following is a type of report that may help an apparel store determine why its customers are dissatisfied with its goods and services:

A. Statistical C. Inventory B. Complaint D. Financial

40. One of the benefits to an apparel business of tabulating the information contained in a marketing survey is to determine if some

A. questions required lengthy answers. C. people did not provide their names. B. questions were difficult to understand. D. people did not answer all of the questions.

41. Clothing stores that market what consumers want and need usually are able toA. reduce their expenses. C. offer more benefits.B. charge higher prices. D. achieve their goals.

42. Should a menswear store develop permanent marketing strategies?A. Yes, changing marketing strategies results in confusion for management. B. Yes, the competition will know what to expect from the store. C. No, marketing strategies change regardless of what the store wants. D. No, stores must be alert to changes in the marketplace.

43. Marketing planning for the overall shoe store chain for a period of several years usually provides _______ for the chain.A. regional management C. policies and procedures B. departmental budgets D. long-term direction

44. What is one reason why many handbag manufacturers are engaging in environmental monitoring?A. To analyze ethical issues C. To segment target marketsB. To develop recyclable products D. To identify emerging trends

45. A sportswear store had $750,000 in sales last year and expects a 10% increase this year. What is the sales forecast for the coming year if prices remain the same and the store hires one new salesperson who will be paid $45,000?

A. $800,000 B. $780,000 C. $825,000 D. $765,000

46. An advantage in using databases for direct advertising is that the dress shop can A. customize the message. C. personalize its products. B. create visually appealing messages. D. demand customer loyalty.

47. Why do apparel manufacturers keep copies of letters to clients and minutes of meetings with customers?A. To conduct research C. To report to governmentB. To file an insurance claim D. To refer to in the future

48. Fashion designers and marketers should remember that fashion usuallyA. is expensive. B. repeats itself. C. changes quickly. D. remains constant.

49. Which of the following is not an example of a possible fire hazard for an apparel business:A. Greasy rags are left in a pile after machinery is cleaned. B. Employees leave lit cigarettes unattended in the smoking area. C. Portable fire extinguishers are placed throughout the store. D. Several pieces of equipment share the same electrical outlet.

50. The Deluxe Dress Shop routinely has employees take office supplies for personal use. This is an example ofA. pilferage. C. burglary.B. shoplifting. D. robbery.


51. Which of the following should a T-shirt shop consider when developing a project plan to help control costs:A. Available publicity C. Possible objectivesB. Potential problems D. Advertising expense

52. When customers order products from an apparel store's web site, what do they use to add, remove, and store product selections until checkout time?

A. Shopping cart B. Site map C. Layout grid D. Digital certificate

53. What kind of product utility is most likely to result from production activities?A. Place B. Form C. Time D. Possession

54. Menswear store employees who are courteous, exhibit good human relations skills, and communicate clearly may be able to reduce expenses in the __________ area of the store.

A. housekeeping C. customer-serviceB. maintenance D. payroll

55. Which of the following is one of the main reasons why a jewelry store maintains its facilities in good condition:A. To attract business C. To occupy the staffB. To spend operating funds D. To promote cleanliness

56. What is one of the first procedures to follow if discount-clothing store employees detect a fire in the facility?A. Locate fire extinguishers. C. Contact corporate headquarters. B. Evacuate the premises. D. Hide the valuables.

57. Which of the following do sportswear stores often expect employees to make on their own:A. Policy changes C. Operating plansB. Routine decisions D. Personnel choices

58. Tia has many interests and doesn't know which career path is best for her. One method Tia can use to determine the best occupational options for her is to

A. develop a general interest questionnaire. B. have friends and family critique her personality type. C. complete an aptitude assessment survey. D. surf the Internet for job descriptions.

59. The purpose of the first paragraph of the letter of application is toA. express enthusiasm for the job and the company to which you are applying. B. identify the purpose of the letter and the job for which you are applying. C. call attention to your qualifications and your résumé. D. identify your references and the experiences that qualify you for the job.

60. A fashion retailer subscribes to a magazine that contains specialized fashion information. This publication would be classified as a(n) __________ publication.

A. haute couture B. trade C. merchandise D. trade association

61. Which of the following is a reason why there is a vast range of career opportunities in apparel retailing:A. Customers prefer to buy from well-known apparel retailers. B. Retailing, in general, employs more people than any other industry. C. Customers need retail employees to help them buy.D. Retail facilities are located in many communities.

62. What do clothing stores often do, depending on the circumstances they face in the marketplace at any one time?A. Adjust prices C. Increase salesB. Reduce expenses D. Offer discounts


63. One advantage of using certain software programs in the process of determining price is that these programs allow apparel businesses to find out what effect different prices will have on the

A. competition. C. bottom line. B. target market. D. operating cost.

64. If sales of a particular apparel item increase and producers make more of the item, an apparel business selling the item is likely to __________ of the item.

A. buy more C. raise the priceB. discontinue the sale D. lower the price

65. Since new-product costs can be very high, product planners should try to make sure the business gets its investment back and makes a profit by examining potential

A. competitors. B. life-cycle stages. C. sales. D. company goals.

66. To reduce lag time between order and delivery, and to adjust sizes, colors, and patterns of its apparel collections in response to actual sales, a major retail chain uses __________ with its foreign manufacturers.

A. electronic data interchange C. scanner systemsB. buyer's intuition D. global distribution centers

67. A U.S. clothing distribution company has been offered a bribe by a business customer in a foreign country. This is an

example of an ethical problem caused byA. cultural differences. C. unfair pricing.B. conflicts of interest. D. special courtesies.

68. A common way for businesses to generate new product ideas is by reviewingA. sales receipts. C. status reports. B. customer surveys. D. employee records.

69. In the late 18th century, many women began wearing loose, flowing, muslin dresses patterned after classical Greek garments. The wearing of these dresses lead women to begin

A. wearing crinolines. C. wearing sandals. B. carrying purses. D. carrying umbrellas.

70. What type of lines are used in apparel to give the appearance of more height?A. Horizontal B. Straight C. Vertical D. Curved

71. Specifying criteria for apparel products so that they will be the same quality is the process of establishingA. deviations. B. competition. C. standards. D. transportation.

72. When a costume-jewelry manufacturer changes a product's package to give the product a new, more attractive, or updated look, the product-mix strategy being utilized is called

A. expansion. B. alteration. C. trading-up. D. positioning.

73. When an apparel and accessories business positions a product by highlighting a particular feature or attribute, what element of the marketing mix is being used?

A. Price B. Place C. Product D. Promotion

74. Brands are built on all the associations and experiencesA. companies have about other industries. C. consumers have toward a business or product.B. businesses have about and with each other. D. consumers have about things they want to buy.

75. What information can a fashion retailer obtain by carefully studying the profit component of its merchandise plan?A. Stock on hand that can be sold to customersB. Income left once all expenses have been paidC. Planning and procedures necessary to obtain products for resaleD. How much money can be made by selling merchandise to customers


76. Calculate a shoe store's planned purchases for next month based on the following information: planned monthly sales of $128,500; desired end-of-month stock of $153,000; planned beginning-of-the-month stock of $145,750; and planned reductions of $1,650.

A. $134,350 B. $135,750 C. $136,500 D. $137,400

77. What is the purpose of secondary product promotion?A. Create an image for a particular productB. Stimulate demand for a specific brand of a productC. Stimulate demand for an entire class of goods/servicesD. Create a certain image of the company

78. During which stage of a clothing item's life cycle is the least amount of money invested in promotional activities?A. Maturity B. Growth C. Declining D. Introduction

79. Which of the following advertising messages reinforces the concept of materialism:A. For more information about our line of jewelry, visit our web site. B. The government rates our jewelry higher than our competitor's jewelry. C. We make this jewelry by hand and use natural materials. D. You can increase your social status by purchasing this jewelry.

80. Which of the following technological elements has the most potential to promote brand awareness:A. Spam filter B. Personal network C. Navigation toolbar D. Domain name

81. An illustration in an advertisement which focuses on a man's foot wearing a shoe is emphasizing theA. product's safety. C. product in use.B. economy of the product. D. image of product users.

82. What type of display sign might a menswear store design for use near the main entrance to promote a storewide special event?

A. Point-of-sale card C. Sign topperB. Full-sheet poster D. Counter card

83. An important benefit of visual merchandising to apparel retailers is thatA. it is inexpensive. C. it encourages impulse buying.B. anyone can do it. D. planning isn't necessary.

84. When arranging a display of shorts or shirts, it is usually more effective to include __________ in the display.A. many types of accessories C. signs explaining the manufacturing process B. only one brand of merchandise D. samples of different fabric

85. In order for an automobile dealership's promotional efforts to be as successful as possible, all of its promotional activities should be

A. planned by outside experts. C. scheduled at the same time. B. coordinated with each other. D. used to generate goodwill.

86. Which of the following should be the goal of all clothing store salespeople:A. To handle complaints C. To suggest substitutesB. To satisfy customers D. To demonstrate products

87. A shoe manufacturer tells a shoe retailer that all invoices paid within 30 days of receipt receive a 10 percent reduction from the total due. This is an example of a __________ policy.

A. guarantee B. discount C. service D. return


88. What should apparel manufacturers do to make sure their salespeople are being ethical in their dealings with customers?

A. Create a legal department C. Lower the sales objectives B. Hire entry-level employees D. Develop a control system

89. Unfair or deceptive sales practices usually are regulated because these types of sales practices tend toA. discourage harassment. C. eliminate competition. B. promote whistleblowing. D. control moonlighting.

90. An automobile manufacturer's salespeople who obtain selling information from company promotional materials benefit by being able to

A. answer customers' questions. C. identify potential customers.B. understand customers' wants. D. evaluate customers' finances.

91. An apparel and accessory salesperson should obtain information about competitors' products because buyers tend to comparison shop when they are purchasing

A. staple goods. C. value-priced items. B. high-priced products. D. novelty items.

92. Closing the sale is important because it provides the apparel salesperson with an opportunity toA. calculate daily sales earnings. C. get the customer's order. B. determine the customer's needs. D. summarize the product's features and benefits.

93. A customer has asked for a particular brand that the clothing store does not carry. The salesperson shouldA. offer to find out who carries the brand. C. suggest a different but very similar brand.B. apologize and send the customer elsewhere. D. explain why the business doesn't carry the brand.

94. What method of handling objections can a jewelry-store salesperson use in order to help customers answer their own objections?

A. Deny it B. Show ‘em C. Inquiry D. Yes, but . . .

95. To determine the customer's correct panty size, it is necessary to know herA. weight. B. dress size. C. waist and hip measurements. D. height and weight.

96. Women's wide pants that come to or slightly below the knee and look like a skirt are calledA. peasant style. B. culottes. C. cardigans. D. middy style.

97. When arranging delivery of an inexpensive purchase, a fashion retailer may charge a small delivery fee in order toA. get the customer to cancel the purchase. C. recoup some of the cost of the delivery.B. create a high-price image. D. discourage customers from asking for delivery in the future.

98. Why is selling gift certificates/cards beneficial to a fashion retailer?A. Gift certificates/cards make up the majority of sales B. The fashion retailer receives prepayment on future sales C. Gift certificates/cards are usually less expensive to process than cash sales D. It is not necessary to collect sales tax on clothes purchased with a gift certificate/card

99. Ben bought a shirt that costs $14.95 and exchanged it for another shirt that costs $7.50. If the sales tax rate is 5.5%, what is the amount of money that should be refunded to Ben?

A. $7.39 B. $7.43 C. $7.86 D. $7.77

100. One of the functions of managerial control involves comparing the results of various business activities with theA. established goals. C. safety regulations. B. hiring procedures. D. purchasing methods.


1. B"S" corporation. This form of business ownership limits personal liability and offers a lower rate of taxation. Profits go directly to stockholders who pay taxes as individuals. This avoids the problem of double taxation on corporate profits. Partnerships offer lower tax rates but do not offer limited liability. Open corporations and close corporations offer limited liability but do not offer lower tax rates.SOURCE: BL:003SOURCE: BA LAP 7—Own It Your Way

2. BInventory control. Inventory control is a distribution activity that involves keeping track of how much stock is on hand, how much has been sold or used, and how much is on order. Inventory control is so important that it has been called the watchdog of the distribution system. A volume discount is a discount which is based on the quantity of a purchase. The buying process is a series of sequential steps taken by industrial or retail buying personnel to purchase goods and services. Vendor selection is the process of identifying dependable and responsible suppliers of goods and services.SOURCE: CM:001SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2006). Marketing dynamics (p. 355). Tinley Park, IL: Goodheart-

Willcox.

3. AEffective inventory management. An electronic data interchange (EDI) system automatically transmits an apparel business's sales information to its vendors via computer, which allows the vendors to quickly process the business's orders. The EDI system helps reduce telephone calls and paperwork. EDI systems help apparel businesses to effectively and efficiently manage their inventories, which is a benefit to the companies that use these types of systems. Using an EDI system does not necessarily increase the intermediaries' competency levels, lead to higher stock turnover, or reduce packing errors.SOURCE: CM:004SOURCE: Grewal, D., & Levy, M. (2008). Marketing (pp. 418-419). Woodland Hills, CA: McGraw-Hill Irwin.

4. DRefusing to sell to uncooperative retailers. This type of action may be considered a violation of antitrust acts. Meeting or surpassing customer expectations establishes brand loyalty and encourages retailers to carry the brand with fewer demands on the manufacturer. Customizing the distribution channel of key retail customers also reduces these demands by individualizing to meet these same retailers' specific needs. Establishing their own distribution strategies around smaller stores and eliminating the demands of the larger retail chains can also give clothing manufacturers more control in distribution channels.SOURCE: CM:005SOURCE: Etzel, M.J., Walker, B.J., & Stanton, W.J. (2001). Marketing (12th ed.) [pp. 410-420]. New York: McGraw-

Hill/Irwin.

5. CTo make sure that products are available on time. Most clothing stores plan promotional activities in advance. They develop advertising, print coupons, schedule special sales, and organize events to promote products. If these products are not available during the promotion, customers will be unable to purchase them, and the promotion will be ineffective. Therefore, it is important for stores to coordinate distribution with their promotional activities to make sure that the products are available when advertised. Stores do not coordinate distribution with promotional activities in order to offer products at extremely low prices, spend money on warehousing, or select the most efficient transportation form.SOURCE: CM:007SOURCE: Etzel, M.J., Walker, B.J., & Stanton, W.J. (2007). Marketing (14th ed.)

[pp. 10-11, 12-17, 44-45]. Boston: McGraw-Hill/Irwin

Test 974 APPAREL AND ACCESSORIES MARKETING—KEY 10

6. AVertical. Conflict in a distribution channel occurs when there is disagreement among the various channel members. Vertical conflict occurs when there is disagreement between different levels of the same channel. An example of a vertical channel is an apparel manufacturer selling to wholesalers who then sell to retailers. If the manufacturer decides to bypass the wholesalers and sell directly to large clothing stores, conflict may develop within that vertical channel of distribution because the wholesalers are being eliminated. Horizontal conflict occurs among businesses at the same channel level, such as between different franchisees for the same business competing in the same city. Formal and conventional are not types of channel conflict.SOURCE: CM:008SOURCE: Etzel, M.J., Walker, B.J., & Stanton, W.J. (2007). Marketing (14th ed.) [pp. 396-400]. Boston:

McGraw-Hill/Irwin

7. ASalutation. The salutation is the greeting that follows the inside address (e.g., Dear Mr. Robinson). The dateline precedes the inside address. The body is the message. It comes between the salutation and the complimentary close. The signature lines of a letter give the writer's name and title.SOURCE: CO:133SOURCE: Lehman, C.M., & DuFrene, D.D. (1999). Business communication (12th ed.)

[pp. A-9 to A-14]. Cincinnati: South-Western College.

8. DMake a decision. Informational messages are intended to inform and provide data to the recipients. In many cases, the purpose of an informational message is to help the recipient make a decision. In order for this to happen, the shoe store employee should explain the situation and include sufficient data. If recipients clearly understand the who, what, where, when, why, and how of the situation, they usually have sufficient information to make a decision. Clear and concise writing enables a recipient to read the message rather than explaining the situation or including sufficient data. The letterhead usually includes the store's name, address, and phone number so recipients are able to contact the store. Explaining the situation and including sufficient data does not guarantee that the recipient will agree with the content.SOURCE: CO:039SOURCE: Hyden, J.S., Jordan, A.K., Steinauer, M.H., & Jones, M.J. (1999). Communicating for success (2nd ed.)

[pp. 286, 296]. Cincinnati: South-Western Educational.

9. CPersuasive. A collection letter is a type of persuasive message that many clothing stores write to customers who are delinquent in making payments on their accounts. The purpose of the collection letter is to persuade customers to send payment or to contact the store to make some type of arrangement. Collection letters should not be threatening or overly aggressive because they may offend customers rather than encourage them to respond immediately. Although a collection letter contains information, it is not considered to be an informational message. SOURCE: CO:031SOURCE: Hyden, J.S., Jordan, A.K., Steinauer, M.H., & Jones, M.J. (1999). Communicating for success (2nd ed.)

[pp. 340-342]. Cincinnati: South-Western Educational.

10. CHorizontal. Communication between employees on the same level in a clothing store chain is horizontal because the employees usually are coworkers and have about the same amount of authority. Coworkers informally discuss work-related issues on a one-to-one or group basis without the need for written reports. Vertical communication flows down to employees from employers or up to employers from employees. Personal communication involves sharing information of a personal nature. Professional communication might involve information prepared by specialists.SOURCE: CO:014SOURCE: Everard, K.E., & Burrow, J.L. (2001). Business principles and management (11th ed.)

[p. 251]. Cincinnati: South-Western.


11. DThe directions may have to be repeated before they are understood. If the customer is completely unfamiliar with the dress store or the area, the employee who is giving directions may have to go over the directions more than once. This should be done in a patient, courteous manner. It is a sign of maturity to ask for directions, not a sign that the person lacks intelligence. Most businesses expect employees to be able to answer customers' questions and to provide directions as needed. Giving clear, accurate directions is a skill that can be learned without too much difficulty.SOURCE: CO:073SOURCE: Hyden, J.S., Jordan, A.K., Steinauer, M.H., & Jones, M.J. (1999). Communicating for success (2nd ed.) [pp.

112-116]. Cincinnati: South-Western Educational.

12. AEffective communication. A service orientation is a jewelry store's overall philosophy of providing quality service to customers to maintain positive relationships. One way to reinforce a service orientation is through effective communication. This involves providing all of the necessary information to customers, keeping customers informed of any changes or new developments, and answering questions correctly and promptly. When customers are well informed, they usually feel that they are receiving quality service. Loyalty marketing is a way of rewarding customers. Jewelry stores usually do not reinforce a service orientation through regional management or discount pricing. SOURCE: CR:005SOURCE: Rokes, B. (2000). Customer service: Business 2000 (pp. 134-139). Mason, OH: South-Western.

13. DImage of the business. Customers form an image of an apparel store as they communicate with employees. When employees cannot answer questions, customers receive a negative impression. The customer's purchasing ability is determined by the amount of his/her disposable income or budget. The customer's sourcing strategies are generally determined independent of a specific employee interaction. Price fixing is an illegal activity in which a business charges different prices for similar amounts and types of products.SOURCE: CR:006SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)

[pp. 24-26]. Upper Saddle River, NJ: Prentice Hall.

14. CDisagreeable. These customers are unpleasant and hard to help because they are argumentative, complaining, irritable, moody, insulting, impatient, and/or have a leave-me-alone attitude. If the domineering/superior customers are properly handled, they will usually convince or sell themselves. Although suspicious customers are hard to help and difficult to change, they can become your most loyal customers. The slow/methodical customer is easy to handle but requires a lot of time before making a buying decision.SOURCE: CR:009SOURCE: EI LAP 1—Making Mad Glad

15. CSo that the coordinate grouping will sell better. Coordinates are meant to be sold together, and they sell better when customers can choose from all available pieces. When these items are received late, they should receive priority processing so that they reach the sales floor as quickly as possible. Receiving workers inspect shipments for defects and notify the buyer so that s/he is aware of the problem. Attaching appropriate price tickets is part of the marking process. Items that require priority processing are not usually put in a storage location unless they are valuable or perishable.SOURCE: DS:085SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (pp. 502-503). Woodland Hills,

CA: Glencoe/McGraw-Hill.


16. BEnsure enough items are on hand to meet customer demand. If the boutique does not have high-demand items available, the shop runs the risk of losing customers and sales to other stores. Retailers routinely check inventory so that orders can be placed with the manufacturers or other suppliers on a regular basis to reduce the risk of sold-out product. Stock-out items are the items that the boutique usually has in stock but does not have available at the time the customer wants the products. Thus, the goal of the boutique is to reduce the number of stock-out items, not increase it. Return policies are established guidelines and procedures developed by manufacturers. Manufacturers' return policies are not determined by reviewing inventory levels. Clearance sale items are discontinued or late-season merchandise that the boutique has on hand and wants to sell to make room for new inventory. Inventory is not generally increased for clearance sales.SOURCE: DS:023SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (pp. 509-510). Woodland Hills,


17. DThey have an automatic reordering feature. This feature is the main reason apparel businesses prefer computerized inventory systems. Inventory can be automatically reordered when it reaches a certain level. This information is obtained at the point-of-sale terminal from merchandise tags and labels. Gathering of paper records by employees, counting inventory periodically, and visually inspecting merchandise to monitor inventory levels are all features of a physical, or manual, inventory system.SOURCE: DS:091SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 510). Woodland Hills, CA:

Glencoe/McGraw-Hill.

18. BGold. Natural resources, such as gold, are items that are found in nature and used to produce goods and services. A farmer is a human resource, someone who works to produce goods and services. Roads and buildings are examples of capital goods, which enable producers to operate businesses and to make goods available to consumers.SOURCE: EC:003SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 53). Woodland Hills, CA:


19. ADemand and supply. The interaction of demand and supply determines the product prices that satisfy both producers and consumers. Government and business affect prices only when the system does not operate as it should. Society and government factors are secondary factors in determining product prices.SOURCE: EC:005SOURCE: EC LAP 11—It's the Law (Supply and Demand)

20. CCreating jobs. Increased employment in a community results in an increased local tax base. A larger tax base increases a community's service offerings to residents. Also, merchants will benefit from the increased spending power of citizens who work and, thereby, encourage competition for their consumer dollars. Tax rates will not usually be increased because of businesses. Apparel businesses may participate in, but do not usually run, community affairs.SOURCE: EC:070SOURCE: EC LAP 20—Business Connections (Business and Society)

21. AExpenses to decrease. Businesses hope to increase profits when they decrease expenses by eliminating some free services. Eliminating free services should not increase the apparel company's taxes, especially since it may cause sales to decrease. Production should not be affected by eliminating some free services.SOURCE: EC:010SOURCE: EC LAP 2—Risk Rewarded


22. DEase of transferring to other like jobs. Because of an employee's acquired knowledge and skill, it will probably be easier for that employee to transfer to a similar job. Increased level of skill occurs as an employee becomes more familiar with his/her job. An increase in the quality of work occurs as an employee's skill level increases. Simplified worker training makes it easier for an employee to learn a job task.SOURCE: EC:014SOURCE: EC LAP 7—Specialization of Labor

23. AExpanding their operations. Inflation refers to the rise in prices within an economic system. When inflation levels are low, the economy often experiences a period of expansion. Consumer purchasing power increases, which often increases the demand for goods and services. Interest rates are often low during an economic expansion, so it is a good time for a discount clothing chain to borrow money to expand its operations. When a chain expands its operations, it might purchase equipment or increase its outputs (e.g., production, personnel) to meet the higher product demand. During an economic contraction, inflation rates increase and, as a result, consumer spending decreases, outputs decrease, and unemployment and interest rates tend to increase. SOURCE: EC:083SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2006). Marketing dynamics (pp. 118-120). Tinley Park, IL: Goodheart-

Willcox Company.

24. CContraction. Contraction is the third phase of the business cycle characterized by decreasing demand for goods and services, rising unemployment, increased saving by consumers, and reduced sales and profits for business. Peak is the second phase of the business cycle and is considered the high point of economic activity. During this phase, demand for goods and services begins to exceed the production capacities of producers. Expansion is the first stage of the business cycle characterized by increased spending and borrowing, increased demand for goods and services, increased employment rates, and decreased interest rates on loans. Trough is the fourth phase of the business cycle, which is considered the low point of economic activity, and is characterized by high rates of unemployment and business failures.SOURCE: EC:018SOURCE: Pride, W. M., Hughes, R. J., & Kapoor, J. R. (2008). Business (9th ed.) [pp. 19-20]. Boston: Houghton

Mifflin.

25. AThe country should import consumer goods and develop exports to trade. These actions will increase employment of the country's citizens while satisfying their needs for consumer goods. The country cannot remain independent in developing technology because it lacks the necessary expertise. The country also cannot immediately export consumer goods when it does not have the means to produce. The country does not have a favorable balance of trade because it needs to import more than it exports.SOURCE: EC:016SOURCE: EC LAP 4—Beyond US (International Trade)

26. AInterests. The key to successful negotiation is to focus on interests. Interests are the things that you and the other party want or need. You must consider the other party's interests as well as your own. Ability is a skill someone uses to perform a task through knowledge, training, and practice. When negotiating, one party may not necessarily know the other party's skills. Standards are specifications or statements that are used as a basis for comparing or judging goods or services. Procedure refers to the step-by-step process someone follows when performing a specific task.SOURCE: EI:062SOURCE: QS LAP 3—Get to Yes!


27. DDo not vote. Consensus building is the group's process of coming to an agreement. However, the members do not vote because voting involves being for or against a decision. The side with the greater number of votes wins. In consensus building, no one wins because all of the members come to an agreement. Each group member's opinion is of value and each member contributes to reaching an agreement. Therefore, each member has equal power. Consensus building does not involve following the leader or accepting majority rule.SOURCE: EI:011SOURCE: QS LAP 17—All Aboard!

28. BHaving a good attitude. Being enthusiastic about your job is an example of having a good attitude in the process of building positive working relationships. A positive attitude on the job means many things, including being enthusiastic, being optimistic and cheerful, and refusing to grumble or to complain. Being enthusiastic is not an example of getting to know others on your work team or being cooperative. It may go along with demonstrating courtesy and respect, but it is best as an example of having a good attitude.SOURCE: EI:037SOURCE: EI LAP 5—Can You Relate? (Positive Working Relationships)

29. DRevolving. Customers with revolving credit accounts can avoid finance charges by paying the balance due on the account by the end of each 30-day period. There is usually a limit on the total amount of the customer's monthly charges. Cycle billing determines the dates customers receive statements. Regular credit requires balances to be paid in full each month. Installment credit requires a down payment and payments at regular intervals.SOURCE: FI:002SOURCE: FI LAP 2—Credit and Its Importance

30. AFee structure. Financial-services providers are compensated in different ways. Therefore, it is important to consider the fee structure when selecting a financial-services provider to make sure the fee is affordable. Some providers may charge a flat fee while others may charge based on number and size of transactions. Some may charge for consulting time or for gathering information. Office location, tax status, and gross income are not important considerations when selecting a financial-services provider.SOURCE: FI:076SOURCE: Kapoor, J.R., Dlabay, L.R., Hughes, R.J., & Hoyt, W.B. (2005). Business and personal finance (pp. 260-

261). New York: Glencoe/McGraw-Hill.

31. DMoney. Financing provides businesses with the money they need to market their goods and services. Businesses need financing in order to obtain additional funds to reach new markets, acquire more inventory, develop new products, or purchase advertising. Without the availability of financing at some time during their existence, most businesses would not be able to operate, market their products, and grow. Marketing can take place without creditors, goals, or collateral, although most businesses establish goals and need some sort of collateral to obtain financing from lenders or creditors. However, marketing could not take place without money.SOURCE: FI:001SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 117). Woodland Hills, CA:


32. DBalance sheet. A balance sheet is a financial statement that captures the financial condition of the business at that particular moment. This includes the liabilities, or debts, that the business owes. The bank found that the shoe-store owner's current liabilities were too high to be extended. Budgets show estimated income and expenses but not what is currently owed. Income statements would include the income and expenses for a specific period of time but would not include outstanding debts.SOURCE: FI:085SOURCE: FI LAP 5—Show Me the Money (Nature of Accounting)


33. B$82,565. A balance sheet is a financial statement that captures the financial condition of the jewelry store at a particular moment. One of the three main components of a balance sheet is the store's liabilities, which are the debts that the store owes. Liabilities include items such as accounts payable, accrued wages and salaries, income tax payable, long-term notes, and mortgages. To determine the store's liabilities, add the amount owed in commissions, the amount payable in income tax, and the accounts payable ($46,500 + $23,225 + $12,840 = $82,565). Depreciation is a reduction in the value of goods occurring over a period of time. Depreciation is not a liability but a factor in determining the current value of fixed assets such as equipment.SOURCE: FI:093SOURCE: Longenecker, J.G., Moore, C.W., & Petty, J.W. (2003). Small business management: An entrepreneurial

emphasis (12th ed.) [pp. 294-297]. Cincinnati: Thomson/South-Western.

34. DMakes more informed decisions. When an apparel-boutique owner or manager uses a budget, s/he makes more informed decisions. A manager who uses a budget can make better decisions about the apparel boutique's day-to-day activities by keeping the overall budget in mind. S/He may or may not demonstrate leadership by doing so. Being interesting is not necessarily a feature of budgets, but a budget might be interesting to a manager. Using a budget as a way to evaluate employees may not work because budgets are estimates, and there are often valid reasons to change them.SOURCE: FI:106SOURCE: FI LAP 3—Money Tracks

35. DFederal regulations determine location of the endorsement. One area on the trailing edge, or reverse of the left side, of the check is allocated for the endorsement. This standard procedure enables the bank to process the checks quickly. There are no state regulations on the type of endorsement to be used. "For deposit only" is a restricted endorsement used to ensure that checks will be deposited and not cashed illegally. All checks in a deposit need to be endorsed or stamped.SOURCE: FI:298SOURCE: Stull, W.A. (1999). Marketing and essential math skills: Teacher's edition (pp. 143-144). Cincinnati: South-

Western Educational.

36. BWeb sites. When consumers access a menswear store's web site, they often provide a lot of personal information such as name, address, and even credit card numbers. Stores often do not inform consumers that they are collecting this information, using it for marketing purposes, or providing it to other businesses. This practice is usually considered unethical because consumers are unaware that the information is being retained for future use. To be ethical, stores should disclose that they collect this information and how they intend to use it. Then, consumers have an opportunity to decide if they want to reveal personal information. When consumers participate in focus groups, give personal interviews, or answer fax surveys, they are aware that they are providing information.SOURCE: IM:025SOURCE: Boone, L.E., & Kurtz, D.L. (2002). Contemporary marketing (p. 133). Mason, OH: South-Western.

37. CCustomize its marketing efforts. Many chains use computerized databases to sort and organize information about customers' purchases, brand preferences, dollar amounts spent, etc. The benefit to the chain is that it can use this information to customize its marketing efforts and appeal to specific customers. For example, a chain might use a database to organize customers according to geographic location, and send different promotional pieces to each area. The database allows a chain to target specific customers based on certain criteria. Chains do not use this type of customer information to prepare financial reports, develop inventory control plans, or maintain sales strategies.SOURCE: IM:183SOURCE: Soloman, M. R., Marshall, G. W., & Stuart, E. W. (2008). Marketing: Real people, real choices (5th ed.) [pp.

390-391, 458]. Upper Saddle River, NJ: Pearson Prentice Hall.


38. ACausal. Causal research is marketing research that focuses on cause and effect and tests "what if" theories. Many of today's shoe store chains use computers to carry out their causal research because the computer can analyze large quantities of data quickly and reach a conclusion. Exploratory research collects information to help the chain define its situation, problem, or concern and decide which direction to go in order to address it. Predictive research is used to help the chain forecast future business developments. Descriptive research gathers specific information related to the identified situation, problem, or concern.SOURCE: IM:010SOURCE: Malhotra, N.K. (1999). Marketing research: An applied orientation (3rd ed.) [p. 95]. Upper Saddle River, NJ:

Prentice Hall.

39. BComplaint. Apparel stores monitor different information so they can make sound marketing decisions. Complaint reports summarize the problems that customers report to the apparel store about its service, personnel, products, etc. By reviewing customer complaint reports, the apparel store can determine if a lot of customers report the same type of complaint over a certain period. If the apparel store recognizes that it has an ongoing problem, it can take steps to fix it, which can improve customer-satisfaction levels. Statistical, inventory, and financial reports are helpful to apparel stores in making some types of marketing decisions; however, the reports do not indicate specific reasons for the customers' dissatisfaction.SOURCE: IM:184SOURCE: Educational Institute of the American Hotel & Motel Association. (1999). Lodging management program:

Year one (pp. 84-88). Lansing, MI: Author.

40. DPeople did not answer all of the questions. In many cases, processing marketing information involves tabulating the results of a survey. Tabulating is counting the number of respondents who answered each question with one of the possible answers. For example, if 100 people responded to a survey, apparel businesses need to know how many of them agreed, disagreed, or had no opinion about the questions. Also, tabulating helps businesses to determine if some people did not answer all the questions, which might have an effect on the accuracy of the results. Tabulating the information in a marketing survey will not help a business determine if some questions were difficult to understand or if the questions required lengthy answers. Surveys often are anonymous and do not require people to provide their names.SOURCE: IM:062SOURCE: Hair, J.F., Jr., Bush, R.P., & Ortinau, D.J. (2000). Marketing research: A practical approach for the new

millennium (pp. 501-505). Boston: Irwin/McGraw-Hill.

41. DAchieve their goals. A clothing store should be able to achieve its goals by giving customers what they want. For most stores, the primary goal will be to make a profit. These stores should be able to achieve that goal by giving customers quality goods or services at fair and reasonable prices. Marketing what consumers want and need does not mean that stores will be able to charge higher prices, offer more benefits, or reduce their expenses.SOURCE: MK:001SOURCE: BA LAP 11—Have It Your Way

42. DNo, stores must be alert to changes in the marketplace. In order to operate successfully, a menswear store must be alert to factors which affect or influence marketing strategies. These include economic climate, product characteristics, product quality, actions of competitors, number of competitors, market size, market share, available funds, and the changing needs and wants of consumers.SOURCE: MP:001SOURCE: IM LAP 7—Pick the Mix


43. DLong-term direction. Marketing planning can involve both long-term and short-term guidance for a shoe store chain. Long-term direction usually involves planning for the overall chain for a period of several years. This type of planning is carried out by top management and affects the operation of the entire organization. Marketing planning for short-term direction might involve one department of a chain for several months. Short-term planning is concerned with issues such as departmental budgets, policies and procedures that may change over time, and regional management.SOURCE: MP:006SOURCE: Boone, L.E., & Kurtz, D.L. (2004). Contemporary marketing (11th ed.) [pp. 39-40]. Mason, OH:

Thomson/South-Western.

44. DTo identify emerging trends. Environmental monitoring involves tracking a variety of data and statistics to identify emerging trends. The benefit of environmental monitoring is that it enables businesses (e.g., handbag manufacturers) to understand trends and make changes in order to remain competitive. For example, environmental monitoring might indicate that consumers are buying more American-made products than products made in foreign countries. Businesses do not engage in environmental monitoring to develop recyclable products, to segment target markets, or to analyze ethical issues.SOURCE: MP:008SOURCE: Zikmund, W.G., & d'Amico, M. (1999). Marketing (6th ed.) [pp. 42-43]. Cincinnati: South-Western College.

45. C$825,000. If the sportswear store expects a 10% increase in sales, the total forecast for the coming year is $825,000. In order to determine the total, multiply last year's sales by 10% to find the increase ($750,000 x 10% or .10 = $75,000). Then, add the amount of increase to last year's sales to calculate the forecast ($750,000 + $75,000 = $825,000). Hiring one new salesperson who will be paid $45,000 does not affect the sales forecast, although the salary the salesperson earns will have an effect on the store's net profit.SOURCE: MP:013SOURCE: Ingram, T.N., LaForge, R.W., Avila, R.A., Schwepker, C.H., & Williams, M.R. (2001). Professional selling: A

trust-based approach (pp. 139-142). Mason, OH: South-Western.

46. ACustomize the message. Business information that is kept in a central location is called a database. A computer database allows a dress shop to quickly obtain information such as its customers' names, addresses, and phone numbers. Some computer platforms allow the shop to merge database information with other software programs, such as a word-processing program. The merging function allows the shop to customize sales letters and coupons so the promotional items address each recipient by name. Shops use graphic-design programs, rather than databases, to create visually appealing advertisements. The ability to personalize products depends on the nature of the business. Dress shops cannot demand customer loyalty.SOURCE: NF:115SOURCE: Zikmund, W., & d'Amico, M. (2001). Marketing: Creating and keeping customers in an

e-commerce world (7th ed.) [pp. 220-221]. Mason, OH: South-Western.

47. DTo refer to in the future. Apparel manufacturers keep records of documents that they may need to refer to in the future. These include copies of all correspondence, such as business letters and minutes of meetings with customers. This information might help to answer a question or resolve a misunderstanding with a customer. Manufacturers do not keep copies of correspondence with customers in order to report to government, conduct research, or file an insurance claim.SOURCE: NF:001SOURCE: NF LAP 1—Record It (Business Records)


48. BRepeats itself. One of the main principles of fashion is that fashion tends to repeat itself. Styles that were popular many years ago often return to popularity in similar, but not the exact, forms. For example, men's suits have gone from double-breasted to single-breasted and back again many times. Not all fashion is necessarily expensive. Fashion does not change quickly or remain the same.SOURCE: NF:063SOURCE: Parne, F. (2004, February 12). History does repeat. Retrieved August 21, 2008, from

http://www.theage.com.au/articles/2004/02/12/1076548137346.html?from=storyrhs

49. CPortable fire extinguishers are placed throughout the store. To protect the safety of employees and customers, most governments develop fire-safety regulations for businesses to follow. Usually, the government requires businesses to keep fire extinguishers in certain areas of their facilities in the event of fire. Employees should be advised as to the location of the fire extinguishers, so they can take steps to put out a fire before it spreads. Leaving lit cigarettes unattended anywhere inside or outside the facility is a fire hazard. A pile of greasy rags is highly flammable, which presents a fire hazard. Most electrical outlets can handle two pieces of electrical equipment, but any more than that might overload the outlet causing heat build up and possibly fire.SOURCE: OP:007SOURCE: U.S. Department of Labor. (n.d.). Workplace fire safety. Retrieved August 21, 2008, from

http://ehs.okstate.edu/training/OSHAFIRE.HTM

50. APilferage. Pilferage is the theft of small sums of money or inexpensive items from a business. Shoplifting is the theft of goods by customers. Burglary is any illegal entry into a building to commit a theft. Robbery is theft that involves the use of force, violence, or fear.SOURCE: OP:013SOURCE: NFIB. (2002, August 2). How to prevent theft by employees. Retrieved August 21, 2008 from

http://www.nfib.com/object/3289337.html

51. BPotential problems. An effective project plan helps to control costs by considering potential problems that may arise. By addressing problems in the planning stage, a T-shirt shop is able to develop a method of dealing with potential problems, which often eliminates the need to make costly changes while completing the project. T-shirt shops establish the objectives before developing the plan to carry out the project. Publicity is free, although many projects are internal and do not involve publicity. Furthermore, not all projects are intended to be advertised, so advertising expense is not involved.SOURCE: OP:001SOURCE: DuBrin, A.J. (2003). Essentials of management (6th ed.) [pp. 114-115]. Mason, OH: South-Western.

52. AShopping cart. Like with a traditional shopping cart, a buyer can add, remove, and store product selections in an electronic shopping cart until s/he is ready to check out. A site map is a flowchart that puts information on the WWW in a logical format so that Internet users can find what they are looking for. A layout grid is a rectangular design template that specifies the layout of the site, and it is used for web-site planning purposes. A digital certificate is an electronic document that verifies that the sender of the message is not an imposter; it is used for security purposes and not for storage.SOURCE: OP:016SOURCE: Oelkers, D.B. (2002). E-Commerce: Business 2000 (p. 119). Cincinnati: South-Western Educational.

53. BForm. Form utility is usefulness created by altering or changing the form or shape of a good to make it more useful to the consumer. This change takes place during the production process, e.g., production turns flour and other ingredients into bread. Place utility is usefulness created when goods or services are made available at the place where they are needed or wanted by consumers. Time utility is usefulness created when products are made available at the time they are needed or wanted by consumers. Possession utility is usefulness created when ownership of a product is transferred from the seller to the user.SOURCE: OP:017SOURCE: BA LAP 1—Nature of Production


54. CCustomer-service. Being able to use good human relations skills and to communicate properly with customers who have inquiries and/or complaints could help to save money in the customer-service area by reducing errors in handling transactions. Good human relations skills would have little effect on expenses in the payroll, maintenance, or housekeeping areas because the work done in these areas is not dependent upon these skills and may require minimal contact with customers.SOURCE: OP:025SOURCE: MN LAP 56—Employee Role in Expense Control

55. ATo attract business. Customers are more likely to frequent a jewelry store that is well-maintained and in good condition. Therefore, it benefits a company to maintain its facilities in good condition in order to attract business. Spending operating funds, occupying the staff, and promoting cleanliness are not appropriate reasons for maintaining facilities in good condition.SOURCE: OP:032SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.) [p. 65]. Upper

Saddle River, NJ: Prentice Hall.

56. BEvacuate the premises. A fire is an example of an emergency situation that discount-clothing store employees should be prepared to handle. One of the first procedures to follow if a fire is detected in the facility is to evacuate the premises to protect the safety of customers as well as employees. Getting everyone out of the building is extremely important. Employees should know where the fire extinguishers are located and be able to use them if appropriate. However, they should first evacuate the premises before the fire gets out of control. After everyone is safely outside, it would be appropriate to contact corporate headquarters. Employees would not hide the valuables.SOURCE: OP:010

SOURCE: U.S. Department of Labor. (n.d.). Workplace fire safety. Retrieved August 21, 2008, from http://ehs.okstate.edu/training/OSHAFIRE.HTM

57. BRoutine decisions. Employees need to make basic decisions every day on the job. Sportswear stores expect them to be capable of making many of these decisions on their own without asking a manager what to do. Stores do not want to waste valuable time directing every action that employees take. They expect employees to make routine decisions that will allow them to work effectively, oftentimes with little supervision. Stores do not expect employees to make policy changes, operating plans, or personnel choices.SOURCE: PD:017SOURCE: PD LAP 10—Weigh Your Options (Decision Making)

58. CComplete an aptitude assessment survey. Many people have a difficult time selecting a career path that is right for them. Some people complete professionally developed aptitude assessment surveys to help them determine their aptitudes and skills. By considering factors such as personality type, abilities, interests, and learning style, a person can use the survey results to determine the career for which s/he is best suited. Although constructive input from friends and family might help Tia in assessing her career options, the information may not provide her with the objectivity and the detail she would receive from a professionally developed assessment survey. Developing a general interest questionnaire and surfing the Internet for job descriptions are not activities that will provide her with guidance in terms of career selection.SOURCE: PD:023SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (pp. 32-34). Woodland Hills, CA:



59. BIdentify the purpose of the letter and the job for which you are applying. The introductory paragraph should provide the background information that the reader needs to understand why the letter has been written. It should set the stage for the paragraphs that follow. The second and succeeding paragraphs should call attention to your qualifications and refer to information provided in your résumé. The last paragraph should express enthusiasm for the job and the company. Your references are cited in the résumé.SOURCE: PD:030SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 813). Woodland Hills, CA:


60. BTrade. A trade publication contains news and advertising of interest to wholesalers and retailers of specific lines of consumer goods and services. In the fashion industry, a trade magazine would discuss fashion developments and trends. Haute couture is custom-made, high fashion clothing. Merchandise is goods available for sale. A trade association is a group of persons in the same industry or geographic area who form a society to solve their common problems. Increased profit for members is usually the primary goal of the group.SOURCE: PD:036SOURCE: Ekstrom, G., & Justiss, M. (2006). Fashion marketing (pp. 182-184). New York: Glencoe/McGraw-Hill.

61. BRetailing, in general, employs more people than any other industry. The retail industry includes traditional stores as well as nontraditional retailing, such as online, mail-order, vending, etc. In addition, retailing includes support services such as accounting, human resources, advertising, etc. Consequently, there is a vast range of career opportunities in the retail industry, which employs more people than any other industry. Individuals interested in a career in apparel retailing will be able to find an area that matches their skills and abilities. Although retail facilities are located in many communities, that is not a reason why there is a vast range of career opportunities. Customers preferring to buy from well-known retailers or needing retail employees to help them buy are not reasons for the vast range of career opportunities.SOURCE: PD:038SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)


62. AAdjust prices. Because pricing is a tug-of-war, clothing stores will need to be willing to adjust their prices. These adjustments can be increases or decreases, depending on the circumstances faced by the store. For example, when economic conditions are good, stores might increase prices because customers are more willing to spend. Stores are not always able to reduce expenses because many expenses are fixed. The goal of business is to increase sales, but that often depends on the state of the economy, which is beyond the control of the business. Not all stores offer discounts, which are reductions from the price of goods.SOURCE: PI:001SOURCE: PI LAP 2—The Price is Right (Pricing)

63. CBottom line. Certain types of computer software programs enable apparel businesses to experiment with prices before deciding on the actual price to charge. An apparel business can plug in different prices for various items to find out what effect each price will have on the bottom line, or net outcome. Apparel businesses use computer software programs to determine which price will be the most profitable, as well as the most appealing to customers, before setting the price. The target market is the particular group of customers an apparel business seeks to attract. Competition is the rivalry between two or more apparel businesses to attract scarce customer dollars. Operating cost is all of the expense involved in running an apparel business. SOURCE: PI:016SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 199-200). New York:



64. DLower the price. As the supply of the apparel item increases, the number of buyers may decrease, and sellers will have to decrease the price in order to get the product off their shelves. Buying more of the apparel item could create an overstock situation. Since the item has been a good seller, the apparel business is unlikely to stop selling it.SOURCE: PI:002SOURCE: PI LAP 3—Factors Affecting Selling Price

65. CSales. In order for the new product and the business to be successful, sales of the product must be high enough so that the business can get back the money it spent developing the product and make a profit. Planners should consider potential sales as well as whether affordable materials and resources will be readily available to produce the new product. Examining potential company goals, competitors, and the stages of the product's life cycle will not be as effective in recouping expenses as examining potential sales.SOURCE: PM:001SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2006). Marketing dynamics (pp. 281-285). Tinley Park, IL: Goodheart-

Willcox.

66. AElectronic data interchange. EDI provides a nearly instantaneous system for the transfer of information. This linking system allows business to scan the sale of an item at a point-of-sale terminal and send the resulting information directly to the vendor to be used to plan production and delivery in order to precisely match customer shopping. EDI replaces buyer's intuition with more precise and faster product management. Distribution centers are shipping centers for merchandise en route to the sales floor.SOURCE: PM:039SOURCE: Czinkota, M.R. & Kotabe, M. (2001). Marketing management (2nd ed.) [pp. 59-63]. Mason, OH: South-

Western Publishing Co.

67. ACultural differences. Bribes are payments made to secure special services for a business or special consideration for its products. They are illegal in the United States and are a violation of a business's ethical standards. However, in many foreign countries, bribes are an accepted part of doing business and are considered special courtesies or gifts. The differences in culture create ethical problems for American businesses. Conflict of interest is a conflict between a person's private interests and his/her responsibilities as a person in a position of trust. Unfair pricing involves selling products in foreign countries at extremely low prices in order to eliminate a surplus.SOURCE: PM:040SOURCE: Meyer, E.C., & Allen, K.R. (2000). Entrepreneurship and small business management: Teacher's manual

(2nd ed.) [pp. 414-419]. New York: Glencoe/McGraw-Hill.

68. BCustomer surveys. Businesses generate product ideas so that they can provide customers with the goods and services that they need and want. One way to find out what customers need and want is to review customer-satisfaction surveys. By reviewing the surveys, a business might learn about some unmet needs and wants which, in turn, stimulate product ideas. Sales receipts, status reports, and employee records probably would not be useful to businesses when generating product ideas.SOURCE: PM:128SOURCE: Grewal, D., & Levy, M. (2008). Marketing (pp. 641-642). Woodland Hills, CA: McGraw-Hill Irwin.

69. BCarrying purses. These dresses had no room for pockets, so women began carrying purses. Sandals are not mentioned in connection with these garments. Crinolines were worn in the mid-nineteenth century when dresses were full-skirted. There is also no mention of umbrellas at this time.SOURCE: PM:044SOURCE: Timmons, H. (2003, December 4). History of handbags: From the 14th century to today's bag designers.

Retrieved August 21, 2008, from http://searchwarp.com/swa1444.htm


70. CVertical. Lines that go up and down are vertical lines. Vertical lines in apparel give the appearance of more height. The benefit of vertical lines in apparel is that they make the wearer look taller and slimmer. Although some vertical lines are straight, all straight lines do not go up and down. Horizontal lines go from side to side. Curved lines are rounded.SOURCE: PM:048SOURCE: Wolfe, M. (2006). Fashion! (5th ed.) [pp. 193-194]. Tinley Park, IL: Goodheart-Willcox Company, Inc.

71. CStandards. Standards are statements that specify a product's size, contents, and/or quality. Standards help apparel businesses and consumers by providing a "yardstick" by which apparel products can be measured. Deviation occurs when a product does not meet standards. Competition is the rivalry between two or more businesses to attract scarce customer dollars. Transportation is the physical movement of a product through the channels of distribution.SOURCE: PM:019SOURCE: PM LAP 8—Grades and Standards

72. BAlteration. Alteration is a product-mix strategy in which a business (e.g., costume-jewelry manufacturer) makes changes to its products or product lines. New packaging would be an example of alteration. Expansion is a product-mix strategy in which a business expands its product mix by adding product items or product lines. Trading-up is a product-mix strategy in which a business adds a higher priced product or product line to its product mix. Positioning is a product mix strategy in which a business creates a certain image or impression of a product in the minds of consumers.SOURCE: PM:003SOURCE: PM LAP 3—Mix and Match (Product Mix)

73. CProduct. Product features and attributes are being affected in the positioning of the product. The apparel and accessories business is emphasizing features rather than price, place, or promotion.SOURCE: PM:042SOURCE: Burrow, J. L. (2002). Marketing (pp. 171-173). Mason, OH: South-Western.

74. CConsumers have toward a business or product. The current meaning of "brand" is completely consumer focused and combines the consumers' experiences, images, and associations regarding a company, good, or service. A brand is the relationship a company or product has with its customers. A brand is not built on how businesses view each other or other industries, nor is brand about consumers' views of things they want to buy.SOURCE: PM:021SOURCE: PM LAP 6—It's a Brand, Brand, Brand World! (The Nature of Branding)

75. BIncome left once all expenses have been paid. Merchandise plans (budgets) provide estimates of income and expenses related to inventory. Of utmost importance is what income will be left once all expenses have been paid, otherwise known as profit. Without profit, the fashion retailer will soon be forced to close its doors, so careful study of this component is critical. A key to good profits is maintaining the appropriate stock on hand that can be sold to customers, also referred to as inventory. This can only happen if proper planning and procedures are in place to obtain products for resale to customers (i.e., purchases). Sales, or how much money can be made by selling the merchandise to customers, should not be confused with profits, because the income does not include business expenses.SOURCE: PM:061SOURCE: Levy, M., & Weitz, B. A. (2007). Retailing management (6th ed.) [pp. 350, 356-358]. Boston:

McGraw-Hill/Irwin.


76. D$137,400. The formula for determining planned purchases for a month is planned monthly sales plus planned reductions plus desired end-of-month stock minus planned beginning-of-the-month stock. To calculate planned purchases in this example, add planned monthly sales, planned reductions, and desired end-of-month stock ($128,500 + $1,650 + $153,000 = $283,150). From that figure, subtract planned beginning-of-the-month stock to determine planned monthly purchases ($283,150 - $145,750 = $137,400).SOURCE: PM:064SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)


77. BStimulate demand for a specific brand of a product. Once the product class has been established, secondary product promotion efforts are focused on promoting a brand and its specific features. Stimulating demand for an entire class of goods or services is known as primary product promotion. Creating a certain image of the company is institutional promotion. Creating an image for a particular product would be an aspect of stimulating demand for the specific brand.SOURCE: PR:002SOURCE: PR LAP 4—Know Your Options (Types of Promotion)

78. CDeclining. During the declining stage of the clothing item's life cycle, sales decline and companies may slow or stop production. Most clothing items are heavily promoted when they are introduced, and this may continue into the growth stage. Maturity is the stage at which sales level off and advertising is used extensively.SOURCE: PR:003SOURCE: PR LAP 1—Promotional Mix

79. DYou can increase your social status by purchasing this jewelry. Materialism is an emphasis on, or preoccupation with, attaining things or certain positions—the right jewelry, the right clothes, car, job, or social status. Some critics believe that advertisements reinforce a materialistic attitude in today's society—defining a person's value in society by his/her possessions. For example, an ad for designer jewelry might imply that you will achieve a certain social status or acceptance if you buy the jewelry. An advertisement claiming that one type of jewelry has a higher government rating than a competitor's jewelry is an example of a comparison ad. An advertisement stating that handmade jewelry is constructed of natural materials is an example of an ad that reinforces the concept of social responsibility. A business usually would not place an advertisement for the sole purpose of directing consumers to its web site.SOURCE: PR:099SOURCE: Arens, W.F. (2004). Contemporary advertising (9th ed.) [pp. 64-65]. Boston: Irwin/McGraw Hill.

80. DDomain name. A domain name is an apparel business's Internet web address. When establishing an Internet web site, it is necessary for a business to create a web address so that Internet users can access the web site. If the business incorporates its registered "doing business as" name within the domain name, it has the potential to promote brand awareness and reinforce consumer recognition. For example, to make it easy for Internet surfers to learn about Nike athletic products, the company uses the domain name, www.nike.com. Network is a general term, which can mean connecting with individuals who might help accomplish personal career and professional goals. A personal network refers to an individual's own contacts or networking system. A toolbar is a computer software tool that allows users to command the computer to carry out certain actions. A spam filter is a computer software program that is designed to recognize spam messages and keep them from entering an e-mail inbox. SOURCE: PR:100SOURCE: Zikmund, W., & d'Amico, M. (2001). Marketing: Creating and keeping customers in an

e-commerce world (7th ed.) [p. 262]. Mason, OH: South-Western.

81. CProduct in use. By showing the shoe on a foot, the illustration gives the viewer the impression of the product in use. In order to show the safety or the economy of the product, a specific part of the shoe, such as a ridged tread or a thick sole, would need to be emphasized in the illustration. To show the image of those using the product, the illustration would need to show the entire person, not just the leg and foot.SOURCE: PR:014SOURCE: Arens, W.F. (2004). Contemporary advertising (9th ed.) [pp. 411, 415-416]. Boston: Irwin/McGraw Hill.


82. BFull-sheet poster. Display signs are designed to fit standard sign holders that come in specific sizes. The largest holds a full-sheet poster. Often, menswear stores use full-sheet posters to promote special events or services, such as storewide sales, because the posters are large and easy to see. They place the large display signs in heavy traffic areas, such as near main entrances or on escalator landings. Point-of-sale cards and counter cards are small display signs often used on tables or merchandise shelves. Sign toppers are special display cards that fit on top of sign holders.SOURCE: PR:109SOURCE: Sullivan, M., & Adcock, D. (2002). Retail marketing (p. 220). London: Thomson.

83. CIt encourages impulse buying. Customers often make unplanned purchases because the apparel merchandise is displayed attractively. Visual merchandising is not inexpensive, as it requires space, fixtures, and constant maintenance or updating. Effective visual merchandising requires a staff with specialized skills and training. Visual merchandising is usually part of an apparel retailer's overall promotional plan.SOURCE: PR:023SOURCE: Pegler, M.M. (2006).Visual merchandising and display (5th ed.) [p. 312]. New York: Fairchild Publications,

Inc.

84. BOnly one brand of merchandise. Display arrangements that contain only one brand of merchandise are brand displays. For example, a store might arrange a display of Tommy Hilfiger shorts and arrange another display of Ralph Lauren shirts. It is usually more effective to include only one brand in a display in order to promote that brand. Also, some brands specify that their products may not be displayed with other brands. Too many different accessories detract from the effectiveness of a display. Displays usually do not include signs explaining the manufacturing process, or samples of different fabric.SOURCE: PR:026SOURCE: Bell, J., & Ternus, K. (2002). Silent selling: Best practices and effective strategies in visual merchandising

(2nd ed.) [p. 138]. New York: Fairchild.

85. BCoordinated with each other. Coordinating promotional activities with each other and with the overall promotional plan increases their effectiveness because they support each other. For example, visual merchandising can display items that are currently being advertised in the newspaper. The displays will remind customers of the products they have read about in ads. Not all promotional activities need to be planned by outside experts. The automobile dealership's own staff can often do well without the help of outside experts. Only certain types of promotional activities are intended to generate goodwill. Some promotional activities would be concurrent, but others would be spaced out over time.SOURCE: PR:076SOURCE: Kotler, P., & Armstrong, G. (2008). Principles of marketing (12th ed.)

[pp. 10-11, 12-17, 44-45]. Upper Saddle River, NJ: Prentice-Hall.

86. BTo satisfy customers. The goal of all clothing store salespeople should be to satisfy customers in order to gain repeat business and advance in selling. Salespeople satisfy customers' needs by providing accurate product information which will enable customers to make wise buying decisions. A salesperson who tries to satisfy customers will succeed in a sales career. Handling complaints, suggesting substitutes, and demonstrating products are selling skills.SOURCE: SE:017SOURCE: SE LAP 117—Sell Away (The Nature and Scope of Selling)


87. BDiscount. A discount is a deduction from the price of goods. Apparel and accessories businesses often have policies in which discounts are applied if items are bought in large quantities, bills are paid early, or bills are paid within a specific time period. A return policy refers to procedures or regulations in terms of returning goods. Some policies impose a time limit in which items can be returned or impose a restocking charge for returned items. Return policies are types of service policies. Guarantee policies provide customers with information about the quality or performance of a product. A service policy outlines the support a customer receives after the sales transaction. Examples of service policies might include return or installation policies.SOURCE: SE:932SOURCE: Farese, L. S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (pp. 555-556). Woodland Hills,


88. DDevelop a control system. Apparel manufacturers have a responsibility to create an ethical environment in the business that encourages salespeople to be ethical in their dealings with customers. One way to make sure salespeople are behaving ethically is to develop a control system that monitors their actions. For example, a system that checks expense reports or examines orders received as a result of low bids will encourage salespeople to follow established procedures. A manufacturer that sets standards and monitors those standards usually is a manufacturer that has ethical salespeople. Lowering the sales objectives and hiring entry-level employees will not encourage salespeople to be ethical unless the manufacturer develops and enforces ethical standards. Creating a legal department will not ensure that salespeople behave ethically.SOURCE: SE:106SOURCE: Futrell, C.M. (2001). Sales management: Teamwork, leadership, and technology (6th ed.) [pp. 40-41].

Mason, OH: South-Western.

89. CEliminate competition. The purpose of most sales regulations is to prevent activities that tend to eliminate competition. For example, misrepresenting products and charging different prices for the same products may be illegal if these sales practices hurt or eliminate competition. On the other hand, if a salesperson slightly exaggerates the value of a product or a business gives a modest discount to a buyer who purchases an unusually large quantity, these practices probably would not be considered illegal because they will not have an impact on competition. A whistleblower is someone who reports unethical behavior or actions. Harassment is any kind of unwelcomed behavior that is carried out for the purpose of annoying or intimidating another person. Moonlighting often involves an employee working a second job on company time.SOURCE: SE:108SOURCE: Futrell, C.M. (2001). Sales management: Teamwork, leadership, and technology (6th ed.) [pp. 37-39].

Mason, OH: South-Western.

90. AAnswer customers' questions. An important benefit to an automobile manufacturer's salespeople who obtain selling information from company promotional materials is that they will be able to answer customers' (dealerships') questions about the goods and services. Knowledgeable salespeople are better able to explain the features of goods and satisfy customers' need for information. Effective salespeople obtain the information they need in order to answer customers' questions and encourage them to buy. Obtaining selling information does not help salespeople to understand customers' wants, identify potential customers, or evaluate customers' finances.SOURCE: SE:062SOURCE: Futrell, C.M. (2000). ABC's of relationship selling (6th ed.) [pp. 136, 139]. Boston: Irwin/McGraw-Hill.

91. BHigh-priced products. When people are planning to purchase high-priced items such as fine jewelry, fur coats, cars, computers, or vacation packages, they tend to comparison shop. When consumers are buying expensive items, they usually want to get as many benefits and features as possible—they want to get the most out of their hard-earned money. Staple goods are items that people use or need every day, such as milk or socks. Value-priced items are usually cheaper and include generic goods and products that have minimal features and benefits. Novelty items are often unusual, nonessential goods that vary in price range. People do not tend to comparison shop when purchasing staple goods, value-priced items, and novelty items.SOURCE: SE:109SOURCE: SE LAP 113—Find Features, Boost Benefits (Feature-Benefit Selling)


92. CGet the customer's order. Getting the order is one of the main reasons for closing the sale, because the ultimate goal of the selling process is to sell. Summarizing the product's features and benefits should be done prior to the close. Determining the customer's needs should be completed after approaching the customer. Calculating daily sales earnings is not a part of the selling process.SOURCE: SE:048SOURCE: SE LAP 126—The Selling Process

93. CSuggest a different but very similar brand. It is important for salespeople to be familiar with the brands they sell and with other brands as well, so they can suggest similar brands that will meet customers' needs. Apologizing briefly is appropriate, but the customer should not be sent elsewhere until all other options have been exhausted. Explaining why the clothing store doesn't carry the brand will not meet the customer's needs.SOURCE: SE:114SOURCE: SE LAP 111—Using Substitute Selling

94. CInquiry. In this method of handling objections, the jewelry-store salesperson asks questions of customers to enable customers to answer their own objections. Asking questions allows the salesperson to learn more about what features and benefits the customers want in the product. Asking questions often encourages customers to compare items, which helps them to identify differences and answer their own objections. Show 'em is the demonstration method of handling objections. In the "deny it" method of handling objections, the salesperson directly denies the customer's objection. In the "yes, but . . ." method of handling objections, the jewelry-store salesperson tactfully acknowledges an objection and then courteously answers the objection without directly contradicting the customer.SOURCE: SE:874SOURCE: SE LAP 100—Converting Objections

95. CWaist and hip measurements. Panties are sold by waist and hip size, and there may be a size chart on the package that indicates the appropriate size for each range of measurements. Dress size would not correspond to undergarment size. Height and weight will affect the waist and hip measurements.SOURCE: SE:126SOURCE: Bali. (n.d.). Panty size calculator. Retrieved August 21, 2008, from

http://www.balicompany.com/fitcalculator.panty.asp

96. BCulottes. Culottes are popular for sportswear. A cardigan is a coat sweater. A middy style is a type of collar shaped like a sailor's collar. A peasant style is a type of blouse made with a scoop neck gathered by elastic and often decorated with embroidery.SOURCE: SE:140SOURCE: Diamond, J., & Diamond, E. (2008). The world of fashion (4th ed.) [p. 34]. New York: Fairchild Publications,

Inc.

97. CRecoup some of the cost of the delivery. Delivery can be quite an expense because the fashion retailer must pay for the vehicle, gasoline, and labor involved. Charging a small delivery fee is a way to offset some of these costs. The fashion retailer should try to keep the sale, not lose it. Delivery is a customer service intended to create goodwill, not discouragement of any sort. Because the delivery fee is small, the customer is not likely to be too upset about it. Upscale retailers try to create and maintain a high-price image by offering free delivery of their very expensive merchandise.SOURCE: SE:023SOURCE: Dunne, P., Lusch, R., & Griffith, D. (2002). Retailing (4th ed.) [pp. 464-465]. South-Western.


98. BThe fashion retailer receives prepayment on future sales. Gift certificates are basically guaranteed sales in advance. The recipient will eventually come into the store and redeem it for merchandise, rather than deciding not to buy anything (i.e., "just browsing"). Gift certificates are often more expensive to process because of the additional labor involved. This includes recording the gift amount and gift certificate number. Also, the materials from which gift certificates/cards are made cost money. Sales tax is collected on clothing regardless of whether it is purchased with a gift certificate, cash, or credit. Gift certificates are a great customer service, but most fashion sales are still made with cash or credit.SOURCE: SE:016SOURCE: Intuit, Inc. (n.d.). Selling gift certificates. Retrieved August 21, 2008, from

http://www.quickbooks.com/support/faqs/pos01/202916.html

99. C$7.86. To determine the amount of money that Ben should be refunded, first subtract the cost of the new item from the original item purchased ($14.95 - $7.50 = $7.45). Then, determine the tax amount owed to Ben for the refund ($7.45 x .055 or 5.5% = .409 or .41). Finally, add together the refund amount due with the tax refund due ($7.45 + .41 = $7.86). SOURCE: SE:162SOURCE: Stull, W.A. (1999). Marketing and essential math skills: Teacher's edition (p. 146). Cincinnati: South-

Western Educational.

100. AEstablished goals. Controlling is the management function that monitors the work effort. One of the main functions of managerial control is to make sure that the business's goals and objectives are achieved. To be successful, businesses must be able to achieve what they plan. By monitoring the actual results of various business activities, managers will know if the business is performing as planned and achieving its goals, or if changes need to be made. Hiring and purchasing are types of business activities. Safety regulations are established by governments. SOURCE: SM:004SOURCE: Lussier, R.N. (2003). Management fundamentals: Concepts, applications, skill development (2nd ed.) [pp.

434-435]. Mason, OH: South-Western.

s3.amazonaws.com · web viewsource: grewal, d., & levy, m. (2008). marketing (pp. 418-419)....

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