MKT 504 Take Home Exam
.docx
keyboard_arrow_up
School
Toronto Metropolitan University *
*We aren’t endorsed by this school
Course
504
Subject
Marketing
Date
Jan 9, 2024
Type
docx
Pages
19
Uploaded by JusticeBarracudaPerson972
Term Test 3: Take Home
Friday, November 27, 2020
MKT 504-701
Shiyan Paskaran
500705938
Question 1, Part A
This part of the question asks to both define and list ‘trust builders’ along with the knowledge bases. To start off, trust builders are different marketing strategies and aspects that when used effectively, it aids in developing trust, or as stated within the textbook, helps develop “the extent of the buyer’s confidence that he or she can rely on the salesperson’s integrity” (Textbook pg. 298). The five significant trust builders discussed in the textbook are expertise, dependability, candour, customer orientation, and compatibility. Expertise is “the ability, knowledge, and resources to meet customer expectations” (Textbook pg. 298). “
Dependability hinges on the predictability of the salesperson’s actions” (Textbook pg. 35). “
Candour deals with the honesty of the spoken word” (Textbook pg. 36). “
Customer orientation means placing as much emphasis on the customer’s interests as you would on your own” (Textbook pg. 36). “A salesperson who has a customer orientation gives fair and balanced presentations” (Textbook pg. 36). Compatibility
, also known as likeability
, is “a salesperson’s commonalities with other individuals” (Textbook pg. 298). The knowledge bases support in building trust and relationships
between buyers and salespeople as well. The eight different knowledge bases are industry and company knowledge, product knowledge, promotion knowledge, price knowledge, market knowledge, customer knowledge, competitor knowledge, and technology knowledge. Industry and Company knowledge is knowledge on the company and industry’s history as well as its operations and policies. Product knowledge is “detailed information on the manufacture of a product and knowing whether the company has up-to-date production methods” (Textbook pg. 298). Promotion knowledge is “knowledge tools salespeople must possess to explain their firms’ promotional program” (Textbook pg. 298). Price knowledge is “knowledge tools salespeople must have about pricing policies in order to quote prices and offer discounts on products” (Textbook pg. 298). Market knowledge is “information salespeople must have if larger companies break their customers into distinct markets; salespeople must be familiar with these markets to tailor their sales presentations” (Textbook pg. 298). Customer knowledge is “
information about customers that is gathered over time and from very different sources that helps the salesperson determine customer needs to better serve them” (Textbook pg. 298)
.
Competitor knowledge is “knowledge of a competitor’s strengths and weaknesses in the market” (Textbook pg. 298). Technology knowledge is “information salespeople must have about the latest technology” (Textbook pg. 298). Question 1, Part B
In a situation where I am about to buy a new house, how I would expect my real estate agent to incorporate these trust builders in the buying process is by helping in providing me the best results with minimal spending and costs, in terms of houses, and is able to meet my expectations to my fullest satisfaction. This would be an example of customer orientation. I would also expect
him to display exceptional customer service and treat me as if I am his/her best friend or family throughout the buying process and being kind and patient as well as being fully honest and showing integrity as I am looking to buy a new house. This would be an example of both candour and compatibility/likeability. I would expect him to know a lot about his field of study and his profession, specifically have extensive knowledge on real estate and about houses in the area so that he/she can enlighten me on it. This would be a prime example of the expertise trust builder. Lastly, I would expect to be able to depend and rely on my real estate agent to the point where I am able to foresee his/her actions and thoughts prior. This is a good exemplar of dependability in trust building.
Question 1, Part C
The different types of sales presentations include canned sales presentations which are “
sales presentations that include scripted sales calls, memorized presentations, and automated presentations” (Textbook pg. 296). I wouldn’t expect my real estate agent to use this type of selling as this type of selling seems to be more intended for sales jobs and phone companies and wouldn’t really help in the field of real estate. There’s also adaptive selling
which is “the ability of salespeople to alter their sales messages and behaviours during a sales presentation or as they encounter different sales situations and different customers” (Textbook pg.296). This also wouldn’t work best for my real estate agent as he/she won’t be dealing with various sales situations and different customers when only helping me buy a house. Stimulus-response selling is “
an approach to selling in which the key idea is that various stimuli can elicit predictable responses from customers. Salespeople furnish the stimuli from a repertoire of words and actions
designed to produce the desired response” (Textbook pg. 296). This also wouldn’t be the best
option for my real estate agent to use as when it comes to real estate and getting a person to buy a house, the responses from the customers aren’t usually supposed to be predictable. Mental states selling is “an approach to personal selling that assumes that the buying process for most buyers is essentially identical and that buyers can be led through certain mental states, or steps, in the buying process; also called the formula approach”. This type of sales presentation could work in the favour of my real estate agent as it will make it easier and more coherent for both the
buyer and salesperson when the buying process is structured in mental steps. There is also need satisfaction selling which is “an approach to selling based on the notion that the customer is buying to satisfy a particular need or set of needs” (Textbook pg.296). I would also expect my real estate agent to use this approach as it would help in finding my needs and how I want my house to be and look and as a real estate agent/salesperson it is crucial to be able to satisfy my needs. Problem-solving selling is “
an extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs” (Textbook pg.296) whereas, consultative selling is “the process of helping customers reach their strategic goals by using the products, services, and expertise of the sales organization” (Textbook pg. 296)
. I would expect my real estate agent to use problem-solving selling for the same reasons in using need satisfaction selling however, I would not expect him/her to use consultative selling as there is no literal strategic goal behind buying a house.
Question 2, Part A
The business-to-business buying process comprises of eight sequential steps: “
(1) recognition of the problem or need, (2) determination of the characteristics of the item and the quantity needed, (3) description of the characteristics of the item and quantity needed, (4) search for and qualification of potential sources, (5) acquisition and analysis of proposals, 6) evaluation of proposals and selection of suppliers, (7) selection of an order routine, and (8) performance feedback and evaluation” (Textbook pg. 59). Recognition of the problem or need
“
results from an individual cognitively and emotionally processing information relevant to his or her actual state of being and comparing it with the desired state of being” (Textbook pg. 61). “Salespeople can also use sales conversations to present buyers with information and opportunities that effectively raise the desired state, generate a need, and trigger the purchase decision process” (Textbook pg. 61). Determination of the characteristics of the item and the quantity needed “
involves the consideration and study of the overall situation to understand what is required in the form of a preferred solution” (Textbook pg. 64). Description of the characteristics of the item and quantity needed happens when by “
using the desired characteristics and quantities developed
in the previous phase as a starting point, buyers translate that general information into detailed specifications describing exactly what is expected and required” (Textbook pg. 64). Search for and qualification of potential sources is the phase where “
buyers must locate and qualify potential suppliers capable of providing the preferred solution” (Textbook pg. 65). Acquisition and analysis of proposals is the phase in which salespeople are “
responsible for presenting the proposed features and benefits in such a manner that the proposed solution is evaluated as providing higher levels of benefits and value to the buyer than other competing proposals” (Textbook pg. 65). Evaluation of proposals and selection of suppliers is the sixth step in which “the buying decision is the outcome of the buyer’s evaluation of the various proposals acquired from potential suppliers (Textbook pg. 69) and selection of suppliers. Selection of an order routine
is the process where “
once the supplier(s) has been selected, details associated with the purchase decision must be settled. These details include delivery quantities, locations, and times along with return policies and the routine for reorders associated with the purchase” (Textbook pg. 69). Finally, performance feedback and evaluation “
is the evaluation of performance and feedback shared among all parties for the purpose of improving future performance and enhancing buyer–seller relationships” (Textbook pg. 69). Straight rebuy decision
is “a purchase
decision resulting from an ongoing purchasing relationship with a supplier” (Textbook pg. 300). Modified rebuy decision
is “
a purchase decision that occurs when a buyer has experience in purchasing a product in the past but is interested in acquiring additional information regarding alternative products and suppliers” (Textbook pg. 300). New task buying decision is “a purchase decision that occurs when a buyer is purchasing a product or service for the first time” (Textbook
pg. 300).
Question 2, Part B
The participants in the business buying center are initiators, influencers, users, deciders, purchasers, and gatekeepers. “
Initiators
are individuals within the organization who identify a need or perhaps realize that the acquisition of a product might solve a need or problem” (Textbook pg. 77). Influencers
are “individuals who guide the decision process by making recommendations and expressing preferences” (Textbook pg. 77). “
Users are the individuals within the organization who will actually use the product being purchased. They evaluate a product on the basis of how it will affect their own job performance” (Textbook pg. 77). Deciders
are individuals with “the ultimate responsibility for determining which product or service will be purchased” (Textbook pg. 77). “
Purchasers
have the responsibility for negotiating
final terms of purchase with suppliers and executing the actual purchase or acquisition” (Textbook pg. 77). Gatekeepers are “
members who are in a position to control the flow of information to and between vendors and other buying centre members” (Textbook pg. 77). Question 2, Part C
Initiators
: I believe this type of buying center participant would likely be involved in both modified rebuy decisions and new task buying decisions as one of the hidden roles of the initiator entails acquiring important information on different products and services based on solving their needs and problems before buying, even though he/she has enough knowledge and experience in buying products. This type of buying decision behaviour is best suited under modified rebuy decisions. It can also work under new task buying decisions as an initiator can switch to purchasing different products or services for the first time in order to fulfill his/her specific needs. An example of this can be where someone working as a cashier at a nail salon had
to go buy different nail products for the first time in order to fulfill the need of stocking inventory at work.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Related Questions
Please match each of the following statements with the stage in the buyer decision process
with which it is most closely associated,
After he bought his new BMW, Bill began to have some doubts. Fortunately, a few days later, he
received a really cool gift from the dealership as well as a complimentary membership to the
Choose.
BMW Owner's Club of Southern California.
Choose.
Post Purchase behavior
Need recognition
Bill really loved his old Audi. He had driven it for years. Unfortunately, he totaled it in an
accident on l-15. It was then that he decided it was time for a new car.
Information Search
He visited several dealerships and test drove many cars. He compared them on attributes like
handling, acceleration, comfort, power, and overall coolness.
Purchase Decision
Evaluation of alternatives
He began to ask his friends about which cars they had owned in the past and began to spend
quite a bit of time reading reviews on line.
Choose..
Finally, he narrowed down his choices to a BMW and…
arrow_forward
so so stuck may i please have help
arrow_forward
2. What do you think are the advantages and disadvantages of discounts in the following:
a. Buyers
b. Sellers
c. Competitive Market
arrow_forward
Two statements are given below:Statement – I : Product concept of marketing holds that consumers would favor those products that are available and highly affordableStatement – II : Production concept of marketing holds that consumers would not buy enough of the company’s product unless the company undertakes a substantial promotional effortChoose the correct option from the four options given below:
Statement I is correct and II is wrong
Statement II is correct and I is wrong
Both statements are correct
Both statements are wrong
arrow_forward
Use the following information to answer multiple-choice Questions 21 to 30.
A fibre glass company is considering the possibility of introducing a new product.
Because of the expense involved in developing the initial moulds and acquiring the
necessary equipment to produce fibreglass, it has decided to conduct a pilot study to
make sure that the market will be adequate. They estimate that the pilot study will cost
£12,000. Furthermore, the pilot study can be either successful or unsuccessful. The basic
decisions are to build a large manufacturing facility, a small manufacturing facility, or
no facility at all. With a favourable market, the company can expect to make £100,000
from the large facility or £60,000 from the smaller facility. If the market is unfavourable,
however, they estimate that they would lose £40,000 with a large facility, while they
would lose only £30,000 with the small facility. The company estimates that the
probability of a favourable market given a successful…
arrow_forward
Distinguish between the optimistic estimate and pessimistic estimate?
arrow_forward
7
b. Conduct a critical analysis on the impact of perceived risk in the context of making a decision to purchase the chosen product from your chosen company.c. Which of the risks discussed above would you consider in buying a new house and why?
arrow_forward
Explanation it correctly
Q)Which of the following factors can be a source of market power?
Group of answer choicesThere are a large number of competitors in the market.There exist economies of scale in production that prevent competitorsfrom coexisting.The firm's Lerner index is equal to zero.The government prosecutes firms found to be colluding
arrow_forward
According to The 1-Page Marketing Plan, when designing an irresistible sale offer you should 'target
the pain' and be a problem solver for consumers. This is because:
A) Consumers want pain relief, not benefits.
B) Selling features and benefits is the best way to turn your prospects into price shoppers who view your
product as a commodity bought solely on price.
C) People are much more willing to pay for a cure than for prevention.
D) All answers are correct
E) Answers A and C only.
arrow_forward
Imagine you run a small apparel shop in rural India and positive about sales of T-shirtthis year (2021) due to good monsoon. You ‘signed a contract’ with manufacturer to buy 100T-shirt of four different colors of equal numbers at Rs 200 each and paid advance 5000 Rs forit. Manufacturer supplied all the T-shirt of same color. Discuss the remedy you have in yourhand against the manufacturer.
arrow_forward
What are three concrete steps a company may take to win back the confidence of its customers?
arrow_forward
Imagine you are a salesperson in an electronics store. A customer has just told you they need a new computer. You have a dozens of options you can show the customer, but you don't want to waste their time. To show them the choices that best fit their needs, you need to determine their motive for buying a new one.
1. What are three questions you can ask the customer to help determine their buying motive?
2. Put yourself in the customer's shoes. How could you answer those three questions?
3. Based on the answers to the questions, what motive does the customer have for buying the computer? Explain your answer.
Be sure to number your responses 1 to 3 to show which questions they answer.
arrow_forward
Faiza, a fundraising manager at a non-profit organization, her responsibility is to: approach businesses, local authorities, trusts and individuals to secure funding. Moreover, organizing and helping with fundraising activities such as sponsored or promotional events. She has a Conscientiousness personality and had experienced a bad incident last year with the public relations manager of a banking company who had committed to sponsor a charity event and then backed out at the last minute. This year, when a renowned international bank’s manager showed interest in sponsoring the Organization’s upcoming annual event, Faiza rejected their participation. She felt that banks have a casual approach toward charity events and it is risky to involve them in the event.
Do you think Faiza's attitude and behavior will or will not change over time? Explain
Does personality have any influence on Faiza's decision? Relate it to Big Five Model of Personality Dimension and explain how it predicts…
arrow_forward
Essentially, the three elements of the Fraud Triangle are: Opportunity, Pressure (also known as incentive or motivation) and Rationalization (sometimes called justification or attitudo). For fraud to occur, all three olements must be present. Select the proper element of the Fraud Triangle for each of the following examples:
arrow_forward
how do GTS measures general level of trust in the form of expectation of trustworthiness of other
arrow_forward
14-1 Barbie Dolls and AccessoriesWhy might Mattel set a much lower margin on its Barbie dolls than on the accessories for the dolls?
arrow_forward
When choosing whether to make, lease, or buy, a manager must consider the profits to be made under each consideration.
Group startsTrue or False
arrow_forward
The table below shows the percentage of buyers of the three categories sweets, soft drinks and snacks that are solely loyal. The table also shows the category-buying rate of these 100% loyal buyers compared with the category-buying rate of the other buyers of these categories. What does this table reveal about solely loyal buyers? What are the implications to marketing managers?
arrow_forward
Be sure to address all components of each short answer (i.e., if a brief discussion is requested, please provideone).1. A company is deciding whether or not to launch a new toy. The payoff table associatedwith the launch and no launch decisions and the two possible outcomes, success or failure, of the toyis provided below. The company has determined that the expected value of perfect information is$375,000.Outcome of Toy:Decision Alternative Success | FailureLaunch the New Toy $2,000,000 | -$1,500,000Don’t Launch the New Toy $0 | $0Probabilities of States .75 | .25A consulting firm has offered their services to do market research to help better understand the marketfor the new toy. The firm has a 100% success rate in classifying successful toys and a 95% successrate in classifying unsuccessful toys. The firm charges $400,000 for their services. Determine whetheror not the toy company should hire this consultant. Discuss your reasoning/approach in determiningyour answer.
arrow_forward
Indicate whether the statement is true or false, and justify your answer.In the RAND HIE, being assigned more generous insurance did not generally improve participants’ health outcomes, except among certain subgroups.
arrow_forward
How might imperfect information impact price?
Group of answer choices
Buyers cannot distinguish which goods have a higher quality and might be less likely to pay higher prices for that good.
Because buyers cannot determine the true quality of a product, they might tend to bid up the prices.
Because they might not be able to present all the information about a product, sullers might temporarily lower the price to make potential buyers think the product is of excellent quality.
Imperfect information might tend to cause prices to be perfectly elastic.
arrow_forward
29
arrow_forward
Explain value at Risk as a measure of market risk and the key elements involved when interpreting VAR.
arrow_forward
SEE MORE QUESTIONS
Recommended textbooks for you
Principles Of Marketing
Marketing
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Pearson Higher Education,
Marketing
Marketing
ISBN:9781259924040
Author:Roger A. Kerin, Steven W. Hartley
Publisher:McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:9781337386920
Author:William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:Cengage Learning
Marketing: An Introduction (13th Edition)
Marketing
ISBN:9780134149530
Author:Gary Armstrong, Philip Kotler
Publisher:PEARSON
Contemporary Marketing
Marketing
ISBN:9780357033777
Author:Louis E. Boone, David L. Kurtz
Publisher:Cengage Learning
Related Questions
- Please match each of the following statements with the stage in the buyer decision process with which it is most closely associated, After he bought his new BMW, Bill began to have some doubts. Fortunately, a few days later, he received a really cool gift from the dealership as well as a complimentary membership to the Choose. BMW Owner's Club of Southern California. Choose. Post Purchase behavior Need recognition Bill really loved his old Audi. He had driven it for years. Unfortunately, he totaled it in an accident on l-15. It was then that he decided it was time for a new car. Information Search He visited several dealerships and test drove many cars. He compared them on attributes like handling, acceleration, comfort, power, and overall coolness. Purchase Decision Evaluation of alternatives He began to ask his friends about which cars they had owned in the past and began to spend quite a bit of time reading reviews on line. Choose.. Finally, he narrowed down his choices to a BMW and…arrow_forwardso so stuck may i please have helparrow_forward2. What do you think are the advantages and disadvantages of discounts in the following: a. Buyers b. Sellers c. Competitive Marketarrow_forward
- Two statements are given below:Statement – I : Product concept of marketing holds that consumers would favor those products that are available and highly affordableStatement – II : Production concept of marketing holds that consumers would not buy enough of the company’s product unless the company undertakes a substantial promotional effortChoose the correct option from the four options given below: Statement I is correct and II is wrong Statement II is correct and I is wrong Both statements are correct Both statements are wrongarrow_forwardUse the following information to answer multiple-choice Questions 21 to 30. A fibre glass company is considering the possibility of introducing a new product. Because of the expense involved in developing the initial moulds and acquiring the necessary equipment to produce fibreglass, it has decided to conduct a pilot study to make sure that the market will be adequate. They estimate that the pilot study will cost £12,000. Furthermore, the pilot study can be either successful or unsuccessful. The basic decisions are to build a large manufacturing facility, a small manufacturing facility, or no facility at all. With a favourable market, the company can expect to make £100,000 from the large facility or £60,000 from the smaller facility. If the market is unfavourable, however, they estimate that they would lose £40,000 with a large facility, while they would lose only £30,000 with the small facility. The company estimates that the probability of a favourable market given a successful…arrow_forwardDistinguish between the optimistic estimate and pessimistic estimate?arrow_forward
- 7 b. Conduct a critical analysis on the impact of perceived risk in the context of making a decision to purchase the chosen product from your chosen company.c. Which of the risks discussed above would you consider in buying a new house and why?arrow_forwardExplanation it correctly Q)Which of the following factors can be a source of market power? Group of answer choicesThere are a large number of competitors in the market.There exist economies of scale in production that prevent competitorsfrom coexisting.The firm's Lerner index is equal to zero.The government prosecutes firms found to be colludingarrow_forwardAccording to The 1-Page Marketing Plan, when designing an irresistible sale offer you should 'target the pain' and be a problem solver for consumers. This is because: A) Consumers want pain relief, not benefits. B) Selling features and benefits is the best way to turn your prospects into price shoppers who view your product as a commodity bought solely on price. C) People are much more willing to pay for a cure than for prevention. D) All answers are correct E) Answers A and C only.arrow_forward
- Imagine you run a small apparel shop in rural India and positive about sales of T-shirtthis year (2021) due to good monsoon. You ‘signed a contract’ with manufacturer to buy 100T-shirt of four different colors of equal numbers at Rs 200 each and paid advance 5000 Rs forit. Manufacturer supplied all the T-shirt of same color. Discuss the remedy you have in yourhand against the manufacturer.arrow_forwardWhat are three concrete steps a company may take to win back the confidence of its customers?arrow_forwardImagine you are a salesperson in an electronics store. A customer has just told you they need a new computer. You have a dozens of options you can show the customer, but you don't want to waste their time. To show them the choices that best fit their needs, you need to determine their motive for buying a new one. 1. What are three questions you can ask the customer to help determine their buying motive? 2. Put yourself in the customer's shoes. How could you answer those three questions? 3. Based on the answers to the questions, what motive does the customer have for buying the computer? Explain your answer. Be sure to number your responses 1 to 3 to show which questions they answer.arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
- Principles Of MarketingMarketingISBN:9780134492513Author:Kotler, Philip, Armstrong, Gary (gary M.)Publisher:Pearson Higher Education,MarketingMarketingISBN:9781259924040Author:Roger A. Kerin, Steven W. HartleyPublisher:McGraw-Hill EducationFoundations of Business (MindTap Course List)MarketingISBN:9781337386920Author:William M. Pride, Robert J. Hughes, Jack R. KapoorPublisher:Cengage Learning
- Marketing: An Introduction (13th Edition)MarketingISBN:9780134149530Author:Gary Armstrong, Philip KotlerPublisher:PEARSONContemporary MarketingMarketingISBN:9780357033777Author:Louis E. Boone, David L. KurtzPublisher:Cengage Learning
Principles Of Marketing
Marketing
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Pearson Higher Education,
Marketing
Marketing
ISBN:9781259924040
Author:Roger A. Kerin, Steven W. Hartley
Publisher:McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:9781337386920
Author:William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:Cengage Learning
Marketing: An Introduction (13th Edition)
Marketing
ISBN:9780134149530
Author:Gary Armstrong, Philip Kotler
Publisher:PEARSON
Contemporary Marketing
Marketing
ISBN:9780357033777
Author:Louis E. Boone, David L. Kurtz
Publisher:Cengage Learning