SEU The Swatch Group and Cultural Uniqueness Caes Study Questions

‫المملكة العربية السعودية‬
‫وزارة التعليم‬
‫الجامعة السعودية اإللكترونية‬
Kingdom of Saudi Arabia
Ministry of Education
Saudi Electronic University
College of Administrative and Financial Sciences
Assignment 2
Introduction to International Business (MGT 321)
Due Date: 09/04/2022 @ 23:59
Course Name: Introduction to International
Business
Course Code: MGT
Student’s Name:
Semester: Second
CRN:
Student’s ID Number:
Academic Year:2021-22-2nd
For Instructor’s Use only
Instructor’s Name:
Students’ Grade:
Marks Obtained/Out of 10
Level of Marks: High/Middle/Low
General Instructions – PLEASE READ THEM CAREFULLY
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The Assignment must be submitted on Blackboard (WORD format only) via allocated
folder.
Assignments submitted through email will not be accepted.
Students are advised to make their work clear and well presented, marks may be reduced
for poor presentation. This includes filling your information on the cover page.
Students must mention question number clearly in their answer.
Late submission will NOT be accepted.
Avoid plagiarism, the work should be in your own words, copying from students or
other resources without proper referencing will result in ZERO marks. No exceptions.
All answered must be typed using Times New Roman (size 12, double-spaced) font.
No pictures containing text will be accepted and will be considered plagiarism).
Submissions without this cover page will NOT be accepted.
Learning Outcomes:
1. Identify and evaluate the significant trade agreements affecting global
commerce
(Lo: 1.1)
2. Analyze the effects of culture, politics and economic systems in the context of
international business
(Lo: 2.1)
3. Identify the major components of international business management (Lo:
2.4)
Critical Thinking
Please read Case 4: “The Swatch Group and Cultural Uniqueness” available in your ebook (International business: Competing in the global marketplace (13th ed.), at page
no.630, and answer the following questions:
Assignment Question(s):
1. With the Hayek family controlling nearly 40 percent of The Swatch Group, how
do you think the family’s influence impacts the corporate culture in the company?
What about the company’s international culture being impacted by the Hayek
family? Explain.
(Mark:2)
2. Many of the Swatch brands have become cultural icons among a strong core
following of customers in the global marketplace. Some even talk about the
“Swatch Revolution” that began when Nicolas Hayek founded the company. Why
do you think Swatch has such a strong cultural following? Give logic in support
of your answer.
(Mark:2)
3. As mentioned, Swatch wants you to create your own unique way of accessorizing
through its Swatch watch. Is a watch a way to show who a person is culturally?
Does a watch get embedded into a person’s culture? Can a watch create a cultural
image? Discuss.
(Mark:6)
Answers
1. Answer2. Answer3. Answer-
ch7
86) Your company’s headquarters was just hit head on by a hurricane, and the building has lost power. The
company sends you to their hot site to minimize downtime from the disaster. Which of the following
statements is true?
a) The site will not have any servers.
b) The site will not have any workstations, so you need to bring your laptop.
c) The site is probably in the next town.
d) The site should be an almost exact replica of the IT configuration at headquarters. e) The site will not have
up-to-date data.
Answer: d Difficulty: Medium
87) The forecast for your company’s headquarters predicts the area hit head on by a hurricane,. The company
sends you to their warm site to minimize downtime should such a disaster hit. Which of the following
statements is true?
a) The site will not have any servers.
b) The site will not have any workstations, so you need to bring your laptop. c) The site is probably in the
next town.
d) The site will not have any of the company’s applications.
e) The site will not have up-to-date data.
Answer: d Difficulty: Medium
88) The forecast for your company’s headquarters predicts the area hit head on by a hurricane,. The company
sends you to their cold site to minimize downtime should such a disaster hit. Which of the following
statements is false?
a) The site will not have any servers.
b) The site will not have any workstations, so you need to bring your laptop. c) The site is probably in the
next town.
d) The site will have all of the company’s applications.
e) The site will not have up-to-date data.
Answer: d Difficulty: Medium
89) You receive an e-mail from your bank informing you that they are updating their records and need your
password. Which of the following statements is true?
a) The message could be an industrial espionage attack. b) The message could be a phishing attack.
b) ) The message could be a denial of service attack.
d) The message could be a back door attack.
e) The message could be a Trojan horse attack. Answer: b Difficulty: Medium
90) You start a new job, and the first thing your new company wants you to do is create a user ID and a
password. Which of the following would be a strong password?
a) The name of the company
b) Your last name
c) Your birthdate
d) Your initials (capitalized) and the number of the floor you are on e) The name of the company spelled
backward
Answer: e Difficulty: Medium
91) You start a new job, and the first thing your new company wants you to do is create a user ID and a
password. To remember your password, you write it on a PostIt note and put it on your laptop screen. This is
an example of
a) social engineering. b) tailgating.
c) poor security.
d) dumpster diving e) phishing.
Answer: c Difficulty: Medium
92) You start a new job, and the first thing your new company wants you to do is create a user ID and a
password. To remember your password, you write it on a PostIt note and put it on your laptop screen. This is
an example of
a) social engineering. b) tailgating.
c) poor security.
d) dumpster diving e) phishing.
Answer: c Difficulty: Medium
93) You start a new job. You know that logging in with your password authenticates who you are. What
actions, rights, or privileges you have based on your identity is called
a) biometrics
b) authorization.
c) passphrase. d) encryption.
Answer: c Difficulty: Medium
94) You start a new job. You want to install some fun software on your laptop and get an error message
which indicates that the software is not on the ________________ list so it cannot be installed.
a) white
b) black c) yellow d) blue
Answer: a Difficulty: Medium
95) You start a new job. You want to install some fun software on your laptop and get an error message
which indicates that the software is on the ________________ list so it cannot be installed.
a) white
b) black c) yellow d) blue
Answer: b Difficulty: Medium
96) Your friend works in the risk management department for a mid-size financial institution. She said it’s an
interesting job – she has to put a value on each asset (information included), determine a probability that it
would get compromised, and compare that to the cost of protecting that asset. This process is called
a) risk acceptance. b) risk limitation. c) risk transference. d) risk analysis.
Answer: d Difficulty: Easy
97) You start a new job, and human resources gives you a ten-page document that outlines the employee
responsibilities for information security. Which of the following statements is most likely to be true?
a) The document recommends that login passwords be left on a piece of paper in the center desk drawer so
that others can use the laptop if necessary.
b) You are expected to read the document, and you could be reprimanded if you don’t follow its guidelines.
c) You can back up sensitive data to a thumb drive so you can take them home to work with. d) The
document indicates that you can leave your laptop unlocked if you leave your desk for less than an hour.
e) The document permits you to lend your laptop to your brother for the weekend.
Answer: b Difficulty: Easy
ch8
87) Carter is a member of a team of five students working on a research project that comprises 25% of his
overall grade. Each student is writing a separate section of the paper and will need to edit the work of the
other students. The team is trying to decide how they can most effectively work together to complete the
final paper. Which of the following would work the best for this team?
a) A blog
b) A discussion board
c) A private social networking site d) A Skype video chat
e) A wiki
Answer: e Difficulty: Medium
88) Sean ran a very successful 5K race to support the local food bank. They had 210 runners and raised over
$5,000. He wants to continue to raise awareness of the local food bank’s activities. Which of the following
would be the best use of his time?
a) Start blogging about how the food bank helps people living in the community.
b) Use the business page in Facebook that he built for the race and allow people to donate from that page.
c) Start putting pictures of the food bank on photo sharing sites and tag with “Food bank”
d) Build a Web page with all of the details of the food bank.
Answer: a Difficulty: Hard
89) Greg still follows his high school’s lacrosse team. He set up a meeting with the coach to ask how he
could help with recruiting. Which of the following actions would make the most sense for recruiting from the
coach’s point of view?
a) Build a wiki with other alums of their seasons.
b) Build a fan page in Facebook to alert alums to upcoming games.
c) Go to games and tweet about the action.
d) Blog about the games and include his own insights about his experience.
e) Post photos of this year’s games on a photo sharing site and tag them with the name of the high school.
Answer: d Difficulty: Hard
90) Gerry has a dog-walking business, and he wants to help his walkers plan their route. Which of the
following should he use?
a) Social networking b) Aggregators
c) Blogs
d) Crowdsourcing
e) Mashup
Answer: e Difficulty: Easy
91) Sean is organizing a 5K race to support the local food bank. The event takes place in three months.
Which of the following would be the best strategy to attract runners?
a) Set up a Twitter account, and tweet some details about the event every couple of hours. b) Start blogging
about all the organizing that is going on.
c) Start a business page in Facebook, and let his friends know about it.
d) Start putting pictures of the food bank on photo sharing sites and tag with “5K”
e) Build a Web page with all of the details. Answer: c Difficulty: Hard
92) Sarah recently purchased a decorative pin from a web site. The pin arrived slightly damaged and since
the packaging itself was not damaged; Sarah assumed it was shipped damaged and called to complain. The
person who answered the phone was very rude and unwilling to believe Sarah or to give her a refund. Sarah
decided to use social computing to broadcast her complaint. Which of the following would be the most
effective?
a) Twitter
b) Facebook
c) Blogging
d) the company’s web site e) a wiki
Answer: a Difficulty: Hard
93) Amy spent hours looking at ratings, reviews, and recommendations before she bought her new mattress.
After the first night, she realized it was definitely not the right mattress for her and she called the store to
return it. Why didn’t the ratings, reviews, and recommendations help Amy in this purchase?
a) People really didn’t post their honest opinions
b) Most of the reviews were paid-for reviews.
c) Not everyone has the same expectations from a mattress.
d) The data was out of date.
Answer: c Difficulty: Medium
94) Nathan has a spare bedroom in his apartment in Boston. He would like to rent it out as a “bed and
breakfast” but isn’t sure how to go about it. Which of the following would be the most successful?
a) Post something on Craigslist
b) Tweet what he has available every Monday. c) Post something on his Facebook page.
d) Join a bed and breakfast site
Answer: d Difficulty: Hard
95) Puja loves to sew and makes beautiful scarves from designer fabric end bolts. She needs to start
advertising but doesn’t want to spend a lot of money since her profit margins are slim. She has set up a Web
site (simple but with no online purchasing) and a Facebook store. She also has her own Facebook page.
Which social computing tool would be the most helpful in acquiring new followers/customers?
a) Post pictures in Flickr and tag them
b) Post a YouTube video of different ways to tie the scarves c) Create a contest for her Facebook followers.
d) Tweet daily to current users
Answer: b Difficulty: Hard
96) Dan is in the middle of his senior year job search. He is really interested in one particular company but
wants to do some research on the company – research well beyond what the company says on their own Web
site. Which of the following would best help him find out what other people are saying about the company?
a) Search Twitter using the company’s name
b) Click “like” on their Facebook page
c) Do a Google search on the company
d) Look for employees on LinkedIn and ask them their opinion
Answer: a Difficulty: Medium
97) Puja loves to sew and makes beautiful scarves from designer fabric end bolts. She finally has a Web site
that supports online purchases. She wants to expand the use of the Web site to improve customer loyalty.
Which idea is likely to have the highest success?
a) Post a YouTube video of different ways to tie the scarves
b) Write and post a blog
c) Set up a customer club with members receiving newsletters and discount coupons. d) Post pictures of her
scarves on her site
Answer: c Difficulty: Medium
98) Hunter’s sales of custom water bottles has been declining and she isn’t sure why. She hasn’t been paying
much attention to her online presence and thought that would be a great place to
start. Which of the following might give her the most insight into what consumers think about her product?
a) See how many Likes she has on her Facebook page
b) Search Twitter posts
c) Review the reviews that are on her Web page.
d) Review how many views her YouTube advertisement video has had
Answer: b Difficulty: Medium
99) Dan is in the middle of his senior year job search. He has a LinkedIn account which he has updated.
What other social computing activities should he do to best improve his chances of finding his dream job?
a) Post a video of himself on YouTube
b) Start tweeting about his job search experiences
c) Starting blogging about his job search experiences d) Access a job aggregator site.
Answer: d Difficulty: Medium
100) Vivian works in the Human Resource department of a mid-size organization. She recently posted a
position with Monster.com. What can she expect from having posted this position?
a) Emails from CareerBuilder asking her to post with them.
b) Resumes from only qualified candidates
c) A high volume of resumes from qualified and less-qualified candidates d) “Jobvites” sent by people in her
LinkedIn friends
Answer: c Difficulty: Hard
101) Puja knows that she really needs to improve her Web site and decides to look into “crowdsourcing” the
work. Which of the following should not concern her?
a) How expensive is it to post the “call”?.
b) How many of those responding are experts?
c) Will their work violate intellectual property laws?
d) How much time will it take to evaluate all the proposals?
Answer: a Difficulty: Hard
102) Puja decides it’s time to have her business look more professional with a logo. How might she use
social computing to support her efforts to develop a professional logo?
a) Ask her personal friends on Facebook for ideas.
b) Ask the people who have Liked her business on Facebook for ideas. c) Crowdsource the design
d) Post something on Tweeter looking for help
Answer: b Difficulty: Hard
ch10
88) Michaela runs a dog-walking business. She has three employees, and she prides herself in
maintaining a high level of customer service. She gets about half of her business from last- minute
requests. When she receives such a request, she needs to know where her employees are so that she
can identify the nearest one who might be able to do the walk. Significantly, she needs this
information before she can confirm the walk with the client. Which of the following technologies
will help her obtain this information?
a) Radio transmission b) Internet over Satellite c) LEO constellation
d) GPS
e) Microwave
Answer: d Difficulty: Medium
89) Michaela runs a dog-walking business. She has three employees, and she prides herself in
maintaining a high level of customer service. She recently purchased a smartphone for herself for
the business and is giving each employee $30 a month to subsidize their smartphone monthly bill.
Using her smartphone will help Michaela with all but which of the following?
a) Browse the Internet
b) Update the billing on her home laptop
c) Find her employees using GPS
d) Answer Email.
e) Take pictures of the dogs to post on her Web site.
Answer: b Difficulty: Medium
90) Frank and his wife, Paula, run a country store in a high-foot-traffic area in a resort town. The
store has a special area where husbands can sit while their wives are shopping. The Men’s Corner
already has a large-screen TV for sports viewing, and they recently added Wi-Fi. Which of the
following is not a security issue?
a) A rogue access point b) War driving
c) Motes
d) Eavesdropping
e) Radio-frequency jamming Answer: d Difficulty: Medium
91) Frank and his wife, Paula, run a country store in a high-foot-traffic area in a resort town. The
store has a special area where husbands can sit while their wives are shopping. The Men’s Corner
already has a large-screen TV for sports viewing, but Frank and Paula are considering adding Wi-Fi.
Which of the following statements is false?
a) Their store would need to have broadband access.
b) Their store will need a wireless access point.
c) They could charge the customers for the service.
d) Wi-Fi is based on radio waves, so they will need a clear line-of-sight into the room. e) They
should consider using Wi-Fi Direct.
Answer: e Difficulty: Medium
92) Frank and his wife, Paula, run a country store in a high-foot-traffic area in a resort town. Which
of the following would not be a beneficial use of mobile technology for their store?
a) Telemetry
b) Location-based
c) Wireless payments
d) Mobile app loyalty program
e) All of these could be used beneficial.
Answer: a Difficulty: Medium
93) Frank and his wife, Paula, run a country store in a high-foot-traffic area in a resort town. They
are trying to understand what the traffic in the store is by using technology. They are considering
setting up a wireless sensor network. Which of the following statements is false?
a) Motes can be locations throughout the store.
b) Once they have created the network, they cannot add additional sensors. c) The data are moved
from sensor to sensor to reach a central computer. d) The sensors can tell the direction in which a
person is moving.
e) The network will need a base station.
Answer: d Difficulty: Medium
94) Frank and his wife, Paula, run a country store with a special room where husbands can sit while
their wives are shopping. The Men’s Corner already has a large-screen TV for sports viewing, and
they recently added Wi-Fi. In order to provide Wi-Fi to this area, Frank and Paula had to install
a) a wireless access point b) a local reception node c) a motes
d) a GPS location
e) near-field communications.
Answer: a Difficulty: Medium
95) Frank and his wife, Paula, run a country store with a special room where husbands can sit while their
wives are shopping. The Men’s Corner already has a large-screen TV for sports viewing, and they recently
added Wi-Fi. The area of the store that is provided this service is called a
a) transceiver
b) local reception node c) GPS location
d) mote
e) hotspot
Answer: e Difficulty: Medium
96) Frank and his wife, Paula, run a country store with a special room where husbands can sit while their
wives are shopping. The Men’s Corner already has a large-screen TV for sports viewing, and they recently
added Wi-Fi. Paula says she’s heard about people driving around trying to find wireless points. You tell her
this is called
a) Eavesdropping b) Cybersquatting c) RF jamming
d) War driving
e) Installing rogue access devices Answer: d Difficulty: Medium
97) Frank and his wife, Paula, run a country store with a special room where husbands can sit while their
wives are shopping. The Men’s Corner already has a large-screen TV for sports viewing, and they recently
added Wi-Fi. Paula says she’s heard about people driving around trying to access data as it’s being
transmitted on wireless networks. You tell her this is called
a) Eavesdropping b) Cybersquatting c) RF jamming
d) War driving
e) Installing rogue access devices Answer: a Difficulty: Medium
98) Frank and his wife, Paula, run a country store with a special room where husbands can sit while their
wives are shopping. The Men’s Corner already has a large-screen TV for sports viewing, and they recently
added Wi-Fi. Paula says she’s heard about people trying to interfere with other people’s wireless
transmissions. You tell her this is called
a) Eavesdropping b) Cybersquatting c) RF jamming
d) War driving
e) Installing rogue access devices Answer: c Difficulty: Medium
ch11
78) Greg is mowing lawns in the neighborhood for the summer. The most fundamental information
system Greg will need is
a) an office automation system.
b) a decision support system.
c) a functional area information system. d) a transaction processing system.
e) a business intelligence system.
Answer: d Difficulty: Easy
79) Greg is mowing lawns in the neighborhood for the summer. Which of the following is not an
example of a transaction he has in his business?
a) Adding a new client to his list. b) Mowing a client’s lawn
c) Buying gas for his mower
d) Driving to the client’s house e) Getting paid by the client
Answer: d Difficulty: Medium
80) Greg is mowing lawns in the neighborhood for the summer. Which type of report would he used
to see which of his clients still owe him money?
a) Ad hoc
b) Summary
c) Exception
d) Detailed
e) Key indicator
Answer: c Difficulty: Easy
81) Greg is mowing lawns in the neighborhood for the summer. Which type of report would he used
to see which if a particular client still owe him money?
a) Ad hoc
b) Routine
c) Exception
d) Detailed
e) Key indicator
Answer: a Difficulty: Easy
82) Kathy has taken a job with her ideal company and is excited to start in their sales department.
During orientation, she is told that the company is very proud of their ERP system from SAP.
Looking at the list of modules the company has, Kathy wonders which one she will be using the
most. From the list below, which one would you tell Kathy is the one she will be using the most.
a) Customer relationship management b) Human resource management
c) Business intelligence
d) Operations management
e) E-Business
Answer: a Difficulty: Medium
83) Kathy has taken a job with her ideal company and is excited to start in their sales department.
During orientation, she is told that the company is very proud of their ERP system from SAP.
Which one of the modules listed below handled the data for Kathy’s hire in the sales department?
a) Customer relationship management b) Human resource management
c) Business intelligence
d) Operations management
e) E-Business
Answer: b Difficulty: Easy
84) Kathy has taken a job with her ideal company and is excited to start in their sales department.
During orientation, she is told that the company is very proud of their ERP system from SAP.
Looking at the list of modules the company has, Kathy wonders which one she won’t be using.
From the list below, which one would you tell Kathy is the one she won’t be using.
a) Customer relationship management b) Human resource management
c) Business intelligence
d) Operations management
e) E-Business
Answer: d Difficulty: Medium
85) Kathy has taken a job with her ideal company and is excited to start in their sales department.
Kathy is going to be spending some of her time maintaining the Web site to promote the company’s
products and increase online sales. During orientation, she is told that the company is very proud of
their ERP system from SAP. Which one of the modules listed below will process the data from
online sales?
a) Customer relationship management b) Human resource management
c) Business intelligence
d) Operations management
e) E-Business
Answer: e Difficulty: Easy
86) Kathy has taken a job with her ideal company and is excited to start in their sales department.
During orientation, she is told that the company is very proud of their ERP system from SAP. She
has been there six months and is wondering why the ERP system is so much better than the systems
the company had before. She comes to find out that
a) the data collected is all new.
b) the previous systems were independent of each other.
c) the previous sysems were too expensive to run.
d) the business processes changed so they needed new software.
Answer: b Difficulty: Easy
87) Kathy has taken a job with her ideal company and is excited to start in their sales department.
During orientation, she is told that the company is very proud of their ERP system from SAP. She is
also told that one of the advantages of ERP systems is that they implement the most successful
problem-solving methods for achieving a business objective. These are called
a) Business functions b) Best practices
c) Optimal strategies d) Business processes e) Enterprise solutions
Answer: b Difficulty: Easy
ch12
74) Haya noticed that college students needed to dress up for presentations, but they never seemed to have
any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sportsthemed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s
monitors that would display in the dining halls and student union. Haya needs to decide on her CRM strategy
before she can select her CRM systems.
75) Haya noticed that college students needed to dress up for presentations, but they never seemed to have
any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sportsthemed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s
monitors that would display in the dining halls and student union.
76) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the
school’s monitors that would display in the dining halls and student union.
Which of the following customer touch points will give Haya the most information after her first weekend of
selling?
a) Communication she sends via smart phones.
b) She should build a Web site before she begins to sell on campus.
c) She should send an e-mail to all students on campus.
d) She should put a flyer in every mail box on campus.
e) She should physically interact with customers when they visit her store. Answer: e D
77) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors.
She has purchased blank receipt books to use when she makes a sale to gather the information about the
transaction. This is part of her
a) CRM
b) Collaborative CRM c) Operational CRM d) Analytical CRM
e) Transactional CRM
Answer: d
Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or
at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports
themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s
monitors that would display in the dining halls and student union.
Which of the following should Haya consider during her first month of operation?
a) A sales force automation system b) A customer interaction center
c) Bundling
d) Campaign management
e) Purchasing profiles Answer: c
79) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. With the prime presentation time of the
semester coming up, she decides to offer a sports tie and a colored tie as a set at a discounted price.
This is called
a) upselling
b) cross-selling
c) bundling
d) customer intimacy
Answer: c
80) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. The sports themed ties are a little more
expensive than the solid colored ones. When someone comes in and seems to be leaning towards a solid
colored tie, she makes sure explains the additional “jazz” that comes from wearing a sports themed tie.
This is called
a) upselling
b) cross-selling
c) bundling
d) customer intimacy
Answer: a
81) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the
school’s monitors that would display in the dining halls and student union.
Which of the following should Haya focus on during her first month of operation?
a) Search/comparison capabilities on a web site
b) Personalized experiences to make a purchase on a web site c) Customization of ties
d) FAQs
e) A loyalty program
Answer: e
82) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She started offering a “punch card”
promotion — buy three ties and get the fourth one for half off.
This “punch card” promotion is a form of
a) upselling
b) cross-selling
c) a loyalty program.
d) customer intimacy
Answer: c
83) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the
school’s monitors that would display in the dining halls and student union.
Haya begins collecting data about her customers by having them sign up for Promotional E-mails at her
store. She collects their names and e-mail address on her form. How might she use the customer data?
a) Target marketing campaigns
b) Cross-sell
c) Gain insights into her products
d) Perform customer profitability analysis e) Marketing
Answer: e
84) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors.
Haya begins collecting data about her customers by having them sign up for Promotional E-mails at her
store. She collects their names and e-mail address on her form and keeps track of their purchases as well. She
does some work with the data to understand what her customer behaviors are. That work would be
considered
a) CRM
b) Analytical CRM
c) Operational CRM d) Collaborative CRM e) Transactional CRM
Answer: b
85) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the
school’s monitors that would display in the dining halls and student union.
Haya begins to notice that her sports ties are selling really well. Which of the following should be her next
step?
a) Target marketing campaigns b) Cross-sell
c) Insights into her products
d) Customer profitability analysis e) Marketing
Answer: a
86) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors.
Sales are going well and she needs to decide how many ties to order of each color and sport. To help her with
this decision, she turns to ______________
a) on-demand CRM.
b) her operational CRM. c) her analytical CRM. d) her mobile CRM.
Answer: c
87) Haya noticed that college students needed to dress up for presentations but never seemed to have any
ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer
sports themed ties as well as solid colored ties in her school colors. She has built up a fairly good clientele
and is wondering what else she can do to sell and keep in touch with her customers.
Her friend Nitesh offers to build her a mobile CRM app. She first needs to think about what a mobile CRM
app could do for her. Which of the following is not an activity a mobile CRM would do for her business?
a) Send a coupon to a loyal customer when they are near her tie store. b) Allow customers to order a tie and
pay for it.
c) Join her loyalty program.
d) Do customer profitability analysis
Answer: d
ch13
74) Haya noticed that college students needed to dress up for presentations, but they never seemed to have
any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sportsthemed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s
monitors that would display in the dining halls and the student union.
The supplier of Haya’s ties is downstream in her supply chain
. Answer: False Difficulty: Medium
75) Haya noticed that college students needed to dress up for presentations, but they never seemed to have
any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sportsthemed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s
monitors that would display in the dining halls and the student union.
Haya is downstream in her supplier’s supply chain.
Answer: True Difficulty: Medium
76) Haya noticed that college students needed to dress up for presentations, but they never seemed to have
any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sportsthemed ties as well as solid colored ties in her school colors. She purchased ties that she thought would be
good sellers. She can put an announcement on the school’s monitors that would display in the dining halls
and the student union.
Haya is using a pull model.
Answer: False Difficulty: Medium
77) Haya noticed that college students needed to dress up for presentations but never seemed to
have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her
campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an
announcement on the school’s monitors that would display in the dining halls and student union.
Which of the following is true about Haya’s supply chain?
a) Haya’s supplier is downstream in her supply chain.
b) Haya’s customers are upstream in her supply chain.
c) If a customer returns a tie, that is known as reverse logistics. d) Haya has no information flows.
e) Haya’s supplier is the only other link in her supply chain.
Answer: c Difficulty: Hard
78) Haya noticed that college students needed to dress up for presentations but never seemed to
have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her
campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an
announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the
following is true about Haya’s supply chain?
a) Haya is using a push model.
b) Haya is using a pull model.
c) Haya is experiencing the bullwhip effect. d) Haya has an accurate demand forecast. e) None of
the above statements is true.
Answer: a Difficulty: Hard
79) Haya noticed that college students needed to dress up for presentations but never seemed to
have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her
campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an
announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the
following is true about Haya’s supply chain?
a) Haya is using a just-in-time inventory system.
b) b) Haya is using a vendor-managed inventory
c) Haya is building inventories.
d) Haya has vertical integration with her upstream supplier. e) Haya is using a pull model.
Answer: c Difficulty: Hard
80) Haya noticed that college students needed to dress up for presentations but never seemed to
have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her
campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an
announcement on the school’s monitors that would display in the dining halls and student union.
Haya knows she needs to manage her relationship with her supplier. Which of the following is true?
a) Haya should invest in EDI software.
b) Haya can use the supplier’s intranet to order.
c) Haya should give the supplier access to her VPN.
d) Haya can use the supplier’s procurement portal to order merchandise. e) Haya can use the
supplier’s extranet to check on her order.
Answer: e Difficulty: Hard
81) Haya noticed that college students needed to dress up for presentations but never seemed to
have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her
campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an
announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. She almost instantly
sells out of all the sport-themed ties. She decides to approach each of the sports teams on campus to
see if they would be willing to buy ties “in bulk.” Which of the following is true about Haya’s
supply chain as it relates to her new idea of having bulk sales?
a) Haya is using a push model.
b) Haya is using a pull model.
c) Haya is experiencing the bull-whip effect. d) Haya has an accurate demand forecast.
Answer: b Difficulty: Hard
82) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity.
Which of the following is true about Taylor’s supply chain?
a) Taylor’s supplier is downstream in her supply chain.
b) Taylor’s customers are downstream in her supply chain.
c) Taylor has no information flows.
d) Taylor’s supplier is the only other link in her supply chain.
Answer: b Difficulty: Medium
83) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity.
Which of the following is true about Taylor’s supply chain?
a) Taylor is using a push model.
b) Taylor is using a pull model.
c) Taylor is experiencing the bullwhip effect. d) Taylor has an accurate demand forecast.
Answer: a Difficulty: Medium
84) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity. She is never very sure how many she will sell at
each fair so she just makes what she can and hopes she has enough to meet demand.
Which of the following is true about Taylor’s supply chain?
a) Taylor is practicing JIT inventory.
b) Taylor has vertical integration.
c) Taylor doesn’t need accurate forecasts.
d) Taylor is experiencing the bullship effect.
Answer:d Difficulty: Medium
85) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity. She knows there is a huge craft fair coming up at
her local high school and she has been saving all the t-shirts she has gotten that have the high
school’s name on it so she will have lots of bags targeted to the high school audience.
Which of the following is true about Taylor’s supply chain?
a) Taylor is practicing JIT inventory.
b) Taylor has vertical integration.
c) Taylor doesn’t need accurate forecasts.
d) Taylor is experiencing the bullship effect.
Answer: a Difficulty: Medium
86) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity. The owner of the Crafted Hand shop in her home
town wants to add the bags to the items she sells on consignment in her store. Taylor would be
responsible for stopping by and replenishing the inventory such that there are always ten bags on
hand.
Which of the following is true?
a) This is an example of JIT inventory.
b) This is an example of a push model.
c) This is an example of vendor-managed inventory. d) This is an example of vertical integration.
Answer: c Difficulty: Medium
87) Taylor uses old t-shirts to make reusable shopping or grocery bags. People donate their old tshirts. It takes her about 30 minutes per shirt to make the bag. She sells the bags at craft fairs and
donates all of her profits to her favorite charity. A customer loved her bags at a recent fair and wants
Taylor to make some for her. She has lots of “memory” t-shirts and Taylor’s bags would make great
gifts. Taylor is more than happy to take on this order.
Which of the following is true?
a) This is an example of a pull model.
b) This is an example of a push model.
c) This is an example of a bullwhip effect.
d) This is an example does not affect Taylor’s supply chain.
Answer: a Difficulty: Hard
ch 14
93) Travis just started to work in the IS department for a mid-size firm. One of the first things he was asked
to do was read the IS operational plan. Which of the following is Travis not likely to see in this IS
operational plan?
a) The mission of the IS function b) The organizational mission
c) The IT architecture
d) The application portfolio
e) The IS function’s estimate of its goals Answer: b
94) Travis just started to work in the IS department for a mid-size firm. One of the first things he was asked
to do was read the IS operational plan. His supervisor also gave him a copy of the company’s IT application
portfolio. This will be a list of ___________________
a) existing applications the company owns b) applications that need to be removed. c) applications that need
to be updated
d) applications to be added or modified
e) applications that need to be replaced. Answer: e
95) Jennifer is the owner of a start-up boutique that specializes in hard-to-find dress sizes for women. She
has been keeping her financial books by using Excel and by hand. She thinks it’s time to buy an accounting
package. What question does she need to answer first?
a) How will the accounting package resolve my business problem? b) How much will the accounting
package cost?
c) What is the problem the accounting package must address?
d) Who will benefit from the use of the accounting package?
e) What is the effective operational life of the accounting package? Answer: c
96) Jennifer is the owner of a start-up boutique that specializes in hard-to-find dress sizes for women. She
has been keeping her financial books by using Excel and by hand. She thinks it’s time to buy an accounting
package. She makes a list of the features she thinks she will need from an accounting package. This
document could be considered her
a) a shopping list.
b) user requirements.
c) the design she wants from the system. d) economic feasibility
Answer: b
97) Jennifer is the owner of a start-up boutique that specializes in hard-to-find dress sizes for women. She
has been keeping her financial books by using Excel and by hand. She researched available accounting
packages for a business like hers and has decided on Boutique Accounting. What is the best way for Jennifer
to implement Boutique Accounting?
a) Pilot
b) Piecemeal
c) Direct
d) Parallel
e) Any one of the above will be fine.
Answer: c
98) Jennifer is the owner of a start-up boutique that specializes in hard-to-find dress sizes for women. She
has been keeping her financial books by using Excel and by hand. She researched available accounting
packages for a business like hers and has decided on Boutique Accounting. Boutique Accounting is offered
from a SaaS vendor. Which of the following is true?
a) Jennifer needs to buy hardware that the software can run on
b) Jennifer will purchase the software.
c) Jennifer will need to hire someone to maintain the software for her. d) Jennifer needs network access to
the vendor’s location
Answer: d
99) Anna works in the sales organization of a mid-size company. The company decided to purchase Sales
SME that is offered as a SaaS. What would you expect to see in a SLA with the vendors?
a) Price of the software
b) Upgrade prices for the software
c) Whether the software can be changed by Anna’s company d) Availability guarantees
e) Bug reporting process
Answer: D
100) Anna works in the sales organization of a mid-size company. The company is evaluating whether it
should replace its existing sales support system. At what stage of the SDLC should Anna expect to
participate?
a) Systems analysis b) Programming
c) Systems design d) Prototyping
e) Feasibility study
Answer: a
101) Anna works in the sales organization of a mid-size company. The company has decided to replace its
existing sales support system. Anna is working with the analysts in IS to understand the human issues of
proposed software applications. This is called ________________ feasibility.
a) technical
b) economic
c) organizational d) behavioral
e) time
Answer: d
102) Anna works in the sales organization of a mid-size company. The company has decided to replace its
existing sales support system. Of the seven sales offices, only Anna’s is going to run it at first. What type of
implementation is her company using?
a) direc
b)
pilotc)
c) phased
d)
parallel
e) Answer: b
103) Ryan works for a small consulting company. They want to do a better job of tracking their clients and
the jobs they have bid on and either won or lost. There are no processes in place right now, and all users
(consultants and managers) have different ideas. What is the best systems development approach for Ryan’s
company?
a) SDLC
b) Prototyping
c) JAD
d) Buy option
e) Object-oriented development
Answer: c
104) Ryan works for a small consulting company. They want to do a better job of tracking their clients and
the jobs they have bid on and either won or lost. There are no processes in place right now, and all users
(consultants and managers) have different ideas. Their IT consultants have suggested they use JAD to design
their application. Which of the following is not an advantage of that design approach.
a) It saves time.
b) It involves fewer users in the development process. c) It results in greater user acceptance of the new
system d) It can produce a higher-quality system.
Answer: b
105) Ryan works for a small consulting company. They want to do a better job of tracking their clients and
the jobs they have bid on and either won or lost. There are no processes in place right now, and all users
(consultants and managers) have different ideas. Their IT consultants have suggested they use JAD to design
their application. The IT consultants will use agile development to deliver the application. Agile development
______________.
a) requires little user input.
b) forcuses on all required functionality at each step of the way. c) uses the scrum approach to design the
system.
d) delivers functionality in rapid interactions.
e) takes a longer time but the results are better.
Answer: d

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