1
Justine is frustrated with her company‘s inability to link production, customer service and
other internal processes with her customers. Justine believes her company’s __________
are inadequate.
(A)
Spanning processes
(B)
Customer value measures
(C)
Strategic business units
(D)
Mission statements
(E)
Top-to-top selling teams
Answer:
(A)
Spanning processes
2
The key factor in the generation of strategies is:
(A)
(B)
(C)
(D)
(E)
Answer:
(A)
Creativity
3
Which of the following statements about the generation and selection of organizational
strategies is true?
(A)
It would be a waste of resources for a company to use brainstorming to generate strategic
ideas
(B)
Sometimes many different strategies may achieve the same objective
(C)
A firm must review many strategies to find the optimal strategy
(D)
The organizational objectives should be set once the organizational strategy has been
determined
(E)
All of the above statements about the generation and selection of organizational strategies are
true
Answer:
(B)
Sometimes many different strategies may achieve the same objective
4
Which of the following represents a continuum from low to high trust?
(A)
Market exchange, strategic partnership, functional relationship
(B)
Functional relationship, market exchange, strategic partnership
(C)
Market exchange, functional relationship, strategic partnership
(D)
Strategic partnership, functional relationship, market exchange
(E)
None of the above
Answer:
(C)
Market exchange, functional relationship, strategic partnership
5
Which of the following is the BEST example of a market exchange?
(A)
Andre renews his membership at his health club
(B)
After an unsuccessful job interview, Melanie buys a hamburger from a Dulles Airport vendor
while on her way home to Tulsa, Oklahoma
(C)
Handelmann Florist buys two cases of flower vases from its regional gardening supplies
distributor
(D)
A consumer products company hires a Minnesota company to oversee another promotional
contest and to determine the winners of the prizes
(E)
Susan and Alan buy life insurance from the same insurance agent from whom they purchased
car and home insurance
Answer:
(B)
After an unsuccessful job interview, Melanie buys a hamburger from a Dulles Airport
vendor while on her way home to Tulsa, Oklahoma
6
A strategic partnership between buyer and seller is identified by a:
(A)
Short-time horizon
(B)
Low concern for the other party
(C)
Collaborative relationship between the participants
(D)
Bargaining relationship between the participants
(E)
Cooperative relationship between the participants
Answer:
(C)
Collaborative relationship between the participants
7
_____ relationships are relationships between buyer and seller based upon close personal
friendships and a medium level of concern for the other party.
(A)
Strategic
(B)
Partnering
(C)
Transactional
(D)
Functional
(E)
Transformational
Answer:
(D)
Functional
8
In return for the endorsement of its products, FTD Florists gives the AARP (Association of
American Retired People) a reduced rate on all flower deliveries. FTD also gives the AARP
back a percentage of sales it makes as a result of using the AARP name in its ads. AARP
members have provided information to FTD about the types of flowers they like to give and
receive and on the types of occasions when they believe flowers should be sent. This is an
example of a ______ between a buyer and a seller.
(A)
Market exchange
(B)
Strategic partnership
(C)
Transactional relationship
(D)
Functional relationship
(E)
Transformational relationship
Answer:
(B)
Strategic partnership
9
Relationships that result in strategic partnerships go through four stages including:
(A)
Awareness, exploration, expansion and commitment
(B)
Awareness, integration, designation and expansion
(C)
Exploration, change, dynamics, restoration
(D)
Suggestion, response, communication, concurrence
(E)
Beginning, adjustment, middle, end
Answer:
(A)
Awareness, exploration, expansion and commitment
10
Marvin almost always tells customers it will be three days before he can service their boat,
knowing he usually will be able to come in one or two days. He uses this strategy to create
(A)
Customer exchange
(B)
Transactional partnership
(C)
Relationship approval
(D)
Customer delight
(E)
Transformational restructuring
Answer:
(D)
Customer delight
11
A market opportunity is viable and attractive if:
(A)
The firm has the marketing communications skills needed to reach that market
(B)
There are enough potential customers in that market for the needed product so that the total
potential sales volume will be substantial
(C)
The opportunity is consistent with the mission and objectives of the company
(D)
The firm has the financial and human resources needed to reach that market
(E)
All of the above conditions are met
Answer:
(E)
All of the above conditions are met
12
According to Miles and Snow, a firm using a defender strategy:
(A)
Strives to be a pioneer in product/market development
(B)
Emphasizes high volume sales
(C)
Sells to high-growth markets while holding onto substantial mature markets
(D)
Offers a limited stable product line to a predictable market
(E)
Aggressively constructs efficient-scale facilities
Answer:
(D)
Offers a limited stable product line to a predictable market
13
Evanscon manufactures refrigerator units that are sold to retailers that handle perishable
products. It is a pioneer in product and market development. It offers a frequently
changing product line and has been known to sacrifice short-term profits to gain a long-
term stronghold in their market. According to Miles and Snow’s Typology, Evanscon uses
which of the following competitive strategies?
(A)
Niche
(B)
Differentiation
(C)
Defender
(D)
Analyzer
(E)
Prospector
Answer:
(E)
Prospector
14
As part of a sales organization, you are responsible for alerting the company to changes in
external environment. Which of the following would most likely be your responsibility?
(A)
Cost control
(B)
Market sensing
(C)
Purchasing management
(D)
Strategy development
(E)
Environmental health and safety
Answer:
(B)
Market sensing
15
You are the new sales manager for automobile retailer. You attempt to improve the
customer focus of the organization but the _____________ department resists your
efforts.
(A)
Parts
(B)
Accounting
(C)
Finance
(D)
Human resources
(E)
Every department other than sales
Answer:
(E)
Every department other than sales
16
Tyler takes over as CEO of a failing software company. He asks to see the company’s
mission statement and finds there isn’t one. Without clarity in its mission and goals, Tyler
knows the company will lack:
(A)
Integrated supply chain alliances
(B)
Strategic direction
(C)
Generic strategies
(D)
Functional strategic partnerships
(E)
Customer delight
Answer:
(B)
Strategic direction
17
The question of what business a firm is in is addressed in its:
(A)
Organization-wide strategic plan
(B)
Opportunity analysis
(C)
Tactical plans
(D)
Mission statement
(E)
Market segmentation strategy
Answer:
(D)
Mission statement
18
After developing a mission statement for his company, Tyler knows ________ and
______________, representing specific targets the firm wishes to meet will be addressed.
(A)
Touchpoints; concepts
(B)
Push; pull strategies
(C)
Advantages; disadvantages
(D)
Goals; objectives
(E)
Distinctive corollaries; formalized value concepts
Answer:
(D)
Goals; objectives
19
Low cost, differentiation and niche are examples of __________ pursued by business units
across a variety of industries.
(A)
Market exchanges
(B)
Generic exchanges
(C)
Sustainable competitive advantage
(D)
Customer orientations
(E)
Category management systems
Answer:
(B)
Generic exchanges
20
Which of the following statements about market opportunity analysis is true?
(A)
One of the tasks of market opportunity analysis is to determine whether a mission statement is
feasible
(B)
A market opportunity would be viable and attractive to a firm even if the opportunity is
inconsistent with the company’s mission and objectives
(C)
The steps involved in a market opportunity analysis begin with the generation of strategies,
followed by the determination of marketing objectives and ends with the reviewing and
revising of plans
(D)
Market opportunities must be defined for the whole marketplace, not for specific target
markets
(E)
None of the above
Answer:
(E)
None of the above
21
A Cleveland, Ohio, men’s clothing manufacturer has a low industry market share, but it has
a high market share with its target market, which is men shorter than 5’8″” tall. Which of
Michael Porter’s competitive strategies is this manufacturer using?
(A)
Niche
(B)
Differentiation
(C)
Defender
(D)
Analyzer
(E)
Prospector
Answer:
(A)
Niche
22
According to Michael Porter, a firm practicing a niche strategy:
(A)
Has relative market share and emphasizes efficient-scale facilities
(B)
Dominates a particular target market although its overall market share may be low
(C)
Chooses high-growth markets while holding onto substantial mature markets
(D)
Attempts to pioneer in product/market development
(E)
Insulates itself from competitive rivalry by creating brand loyalty and the resulting lower
sensitivity to price
Answer:
(B)
Dominates a particular target market although its overall market share may be low
23
Hillary knows several of her customers’ copier machines are old and likely to need frequent
repair. Knowing this, she uses a/an __________ strategy to when selling to these
customers.
(A)
Customer exchange
(B)
Transactional partnership
(C)
Upgrading
(D)
Customer delight
(E)
Full-line selling
Answer:
(C)
Upgrading
24
Full-line selling is a sales strategy that
(A)
Sells only the full line or nothing
(B)
Leverages marketing relationships to sell full line
(C)
Induces full line seller to reorder more rapidly
(D)
Defines the line over which market intermediaries must extend themselves to effectively
manage CRM
(E)
Upgrades low-level relationships to full-line intermediaries
Answer:
(B)
Leverages marketing relationships to sell full line
25
Bianca sells a wide variety of products. Once she has established a relationship with a
customer, she often tries to sell whatever products she thinks the customer might be
interested in. Bianca practices
(A)
Customer value selling
(B)
Cross-selling
(C)
Returns on customer investment selling
(D)
Efficient consumer selling
(E)
Integrated marketing
Answer:
(B)
Cross-selling
26
When developing selling objectives, what factors should be considered?
Answer:
Feedback:
They should be specific, measurable and realistically attainable.
27
What is the basis of a sustainable competitive advantage?
Answer:
Feedback:
Distinctive competencies, qualities or attributes that set it aside from its competitors.
28
What is Michael Porter’s typology of generic business strategies?
Answer:
Feedback:
Low-cost supplier, differentiation and niche or focus.
29
How do personal selling activities change in the different stages of developing a business
relationship?
Answer:
Feedback:
During the exploration stage, the goal is building trust. This can be facilitated by setting
proper expectations, monitoring order processing and delivery, ensuring proper use and
assisting in servicing. During the expansion stage the goal is to sell new products or
increase sales of existing products. Selling changes to efforts to get customers to upgrade,
purchase the full-line of products and cross-selling. During the third stage the goal is
gaining commitment. This can result in preferred provider status. Often TQM initiatives,
placement of sales personnel in the customer’s facility or gaining access to customers’
production and sales data increase commitment
30
What is the difference between a push and pull strategy?
Answer:
Feedback:
A push strategy focuses on building reseller support, offering incentives to potential
wholesalers and retailers. A pull strategy attempts to build strong customer demand.
31
Describe how a customer-centric or CRM philosophy influences the selling function in an
organization.
Answer:
Feedback:
When there are only a few customers buyers need information, major purchase decisions
post purchase service is needed products are complex products need to be pushed through
the distribution channels price is negotiated
32
What are the advantages of CRM?
Answer:
Feedback:
Reduces advertising costs, makes it easier to target specific customers by focusing on their
needs, makes it easier to track the effectiveness of a given promotional campaign, allows
organization to compete for customers based on service not price, prevents overspending
on low-value customers or underspending on high-value customers, speeds the time it
takes to develop and market a product, improves use of the customer channel
33
What is the lifetime value of a customer concept? How does it influence sellers?
Answer:
Feedback:
The lifetime value of a customer measures the returns from CRM including cost savings,
revenue growth, profits, referrals and other business success factors. The concept
influences the CRM process where sellers continually go through a four-step process:
knowledge discovery, market planning, customer interaction, analysis and refinement. It
can also lead to situations where a marketer may fire a customer who will likely not create
lifetime value.
34
What questions does an organization need to address in order to improve the effectiveness
of CRM initiatives?
Answer:
Feedback:
Who are the customers? What do they want and expect? What is their potential value?
35
To build a relationship-based enterprise and to improve the effectiveness of CRM,
managers need to address questions in what three areas?
Answer:
Feedback:
Customers, relationships and managerial decision making.
36
What is customer relationship management?
Answer:
Feedback:
Any application or initiative designed to help a company optimize interactions with
customers, suppliers, or prospects via one or more touchpoints… for the purpose of
acquiring, retaining, or cross-selling customers. It is both a business philosophy and a
programmatic, integrated implementation system.
37
What are touchpoints? Where do they most often take place?
Answer:
Feedback:
Touchpoints are the intersection of the selling firm and the customer, allowing for
information about the customer to be collected. They can take place through call centers,
salesperson, distributor, store, branch office, Web or e-mail.
38
Preferred supplier status represents
(A)
Attainment of market share dominance
(B)
Successful TQM marketing strategy
(C)
Functional relationship superiority
(D)
Increased commitment
(E)
Transformational security
Answer:
(D)
Increased commitment
39
Which of the following is NOT an advantage inherent in the use of personal selling as the
primary marketing communications tool?
(A)
The large number of customers that can be reached
(B)
The amount of information that can be conveyed
(C)
The two-way communication flow
(D)
The ability to tailor messages to the needs of interests of specific customers
(E)
The type of information that can be transmitted to a customer
Answer:
(A)
The large number of customers that can be reached
40
The primary disadvantage inherent in the use of personal selling as the primary marketing
communications tool is its:
(A)
Lack of flexibility
(B)
Ability to communicate with only a small number of customers
(C)
Two-way communication flow
(D)
Inconsistency from customer to customer
(E)
Ability to be used successfully with other marketing communications tools
Answer:
(B)
Ability to communicate with only a small number of customers
41
Which promotional tool should be used if a company’s target market consists of relatively
few customers who are geographically clustered together and who are likely to place
relatively large orders?
(A)
Consumer sales promotions
(B)
Advertising
(C)
Personal selling
(D)
Consumer sales promotions
(E)
Publicity and public relations
Answer:
(C)
Personal selling
42
A manufacturer of window air conditioning units that wanted to use a pull strategy could:
(A)
Create point-of-purchase displays to show how quiet a unit is
(B)
Develop a sales contest for retail salespeople of its units
(C)
Teach the retail salespeople how to offer advice on correctly installing the unit
(D)
Develop a just-in-time reordering system
(E)
Run a $25-off coupon in a New England regional magazine
Answer:
(E)
Run a $25-off coupon in a New England regional magazine
43
When a firm uses a push strategy, it:
(A)
Attempts to build strong customer demand for a product which it hopes will, in turn, encourage
wholesalers and retailers to carry the product
(B)
Must expect to have a larger promotional budget than if it followed a pull strategy
(C)
Understands that advertising is the key to successful market development
(D)
Offers direct inducements to potential wholesalers and retailers to encourage them to carry a
product
(E)
Must immediately follow it by implementing a pull strategy
Answer:
(D)
Offers direct inducements to potential wholesalers and retailers to encourage them to
carry a product
44
Many retailers employ a restocking system where sales information automatically leads to
an order to replenish the store’s inventory. This is known as a/an:
(A)
Automatic delivery system
(B)
Efficient consumer response system
(C)
Customer satisfaction guarantee system
(D)
Quantity control system
(E)
Emergency response shelving system
Answer:
(B)
Efficient consumer response system
45
The improvement of post-sale customer service and loyalty:
(A)
Creates positive word-of-mouth for the seller and its product(s)
(B)
Allows a company to avoid the high costs associated with acquiring a new customer
(C)
Increases the number of customer referrals
(D)
Produces larger volume sales with lower selling and distribution costs
(E)
All of the above
Answer:
(E)
All of the above
46
A company that wanted to measure its customers’ levels of satisfaction should:
(A)
Not bother with determining why some customers are no longer buying its products
(B)
Rely solely on customer satisfaction measures as determined through survey and personal
interview techniques
(C)
Not be concerned with how much a customer is buying from distributors of similar products
(D)
Look at customer satisfaction measures, annual retention rates as well as the frequency and
size of customer purchases to determine customer satisfaction. Use an external market
research company to determine customer satisfaction in order to make sure that the collected
data are not biased
Answer:
(D)
Look at customer satisfaction measures, annual retention rates as well as the frequency
and size of customer purchases to determine customer satisfaction. Use an external
market research company to determine customer satisfaction in order to make sure that
the collected data are not biased
47
Why do CRM initiatives fail?
Answer:
Feedback:
There are many reasons including: lack of focus, no change management in place, minimal
buy-in, business units are silos, (isolated, not thinking or acting as cross-functional teams),
complicated procedures, an poor training
48
Personal selling fits into the marketing mix as part of a firm’s product strategy.
(A)
True
(B)
False
Answer:
(B)
False
49
Generally, good objectives should be specific, measurable and realistically attainable.
(A)
True
(B)
False
Answer:
(A)
True
50
According to Michael Porter, competitive strategies can be based on cost, differentiation
and niche.
(A)
True
(B)
False
Answer:
(A)
True
51
Prospector, defender and analyzer are three strategies to develop functional
competencies.
(A)
True
(B)
False
Answer:
(B)
False
52
The first step in developing and implementing market strategies is programming the
appropriate marketing mix.
(A)
True
(B)
False
Answer:
(B)
False
53
The order from weakest to strongest market relationships is market exchanges, strategic
partnerships and functional relationships.
(A)
True
(B)
False
Answer:
(B)
False
54
Strategic partnerships can be created with every customer.
(A)
True
(B)
False
Answer:
(B)
False
55
The goal in developing customer relationships is gaining customer loyalty.
(A)
True
(B)
False
Answer:
(A)
True
56
Many companies attempt full line selling as a means of getting their “”foot in the door.””
(A)
True
(B)
False
Answer:
(B)
False
57
TQM is often a requirement in order to gain preferred provider status.
(A)
True
(B)
False
Answer:
(A)
True
58
Convincing the accounting department to change its procedures to meet the needs of
important customers is an example of external partnering.
(A)
True
(B)
False
Answer:
(B)
False
59
Finance-driven companies do a better job of market sensing.
(A)
True
(B)
False
Answer:
(B)
False
60
Both market sensing and relationship building can develop without the presence of
adequate spanning processes.
(A)
True
(B)
False
Answer:
(B)
False
61
Research suggests that firms with a higher level of customer orientation are more
successful.
(A)
True
(B)
False
Answer:
(A)
True
62
CRM is any application or initiative that optimizes interactions with customers, vendors or
prospects via one or more tops-to-tops.
(A)
True
(B)
False
Answer:
(B)
False
63
CRM is both a philosophy and a pragmatic system.
(A)
True
(B)
False
Answer:
(A)
True
64
The major cause of growth in CRM is technology.
(A)
True
(B)
False
Answer:
(A)
True
65
CRM has facilitated the shift from one-to-one to mass marketing.
(A)
True
(B)
False
Answer:
(B)
False
66
The lifetime value of a customer concept emphasizes cost savings, revenue growth, profits
and referrals from loyal customers.
(A)
True
(B)
False
Answer:
(A)
True
67
To The process cycle for CRM may be broken down into the following four elements: 
(1)
knowledge discovery, (2) market planning, (3) customer interaction and (4) analysis and
refinement.
(A)
True
(B)
False
Answer:
(A)
True
68
Many companies have abandoned CRM because of no change in management initiative.
(A)
True
(B)
False
Answer:
(A)
True
69
Market-driven companies do a better job of market sensing.
(A)
True
(B)
False
Answer:
(A)
True
70
The advantage of personal selling as a marketing communications tool stems largely from
its face-to-face communication with a potential customer.
(A)
True
(B)
False
Answer:
(A)
True
71
Personal selling is always a more expensive marketing communications tool than either
advertising or sales promotion.
(A)
True
(B)
False
Answer:
(B)
False
72
Commitment in a relationship need only exist between the salesperson and the customer
contact.
(A)
True
(B)
False
Answer:
(B)
False
73
Which of the following is not one of the advantages of CRM?
(A)
Increases advertising costs
(B)
Makes it easier to target specific customers
(C)
Allows greater competition based on service rather than price
(D)
Prevents overspending on low-value customers
(E)
Makes it easier to track effectiveness
Answer:
(A)
Increases advertising costs
74
__________ is a comprehensive business model for increasing revenue and focusing on
customers.
(A)
Targeted marketing
(B)
Customer relationship management (CRM)
(C)
Market orientation
(D)
D. Enterprise resource planning (ERP)
(E)
None of the above
Answer:
(B)
Customer relationship management (CRM)
75
Archway furniture is projecting their expected financial returns from different groups of
customers. Archway is estimating the:
(A)
Data warehousing ROI
(B)
Supply chain cost and revenues
(C)
Lifetime value of customers
(D)
Marketing mix profitability
(E)
. Generic strategy returns
Answer:
(C)
Lifetime value of customers
76
Alex studies the projected financial returns from his customers including the money,
resources, time and information involved in managing each account. Based on this analysis
he may decide to:
(A)
Formalize customer loyalty
(B)
Fire some customers
(C)
Utilize a push and pull financial information strategy
(D)
Develop strategic, sustainable functional trusts
(E)
None of the above
Answer:
(B)
Fire some customers
77
A ___________ environment affords the opportunity to combine large amounts of
information and then use __________ techniques to learn more about current and
potential customers.
(A)
One–to-one; strategic partnerships
(B)
Customer loyalty; delivery
(C)
Data warehouse; data mining
(D)
Just-in-time data; efficient customer response (ECR)
(E)
Preferred supplier; Total quality management (TQM)
Answer:
(C)
Data warehouse; data mining
78
Which of the following is not a part of the process cycle for CRM?
(A)
Marketing planning
(B)
Knowledge discovery
(C)
Customer interaction
(D)
Touchpoint targeting
(E)
Analysis and refinement
Answer:
(D)
Touchpoint targeting
79
Some key reasons for CRM system flops in sales organizations include:
(A)
Lack of focus
(B)
Compiled procedures
(C)
Minimal buy-in
(D)
Business units are silos
(E)
All of the above
Answer:
(E)
All of the above
80
Your school is implementing a new CRM initiative. Which of the following questions should
they ask?
(A)
What do our investors want and expect?
(B)
How do we centralize control?
(C)
Who are we?
(D)
How do we increase our control for change?
(E)
All of the above
Answer:
(C)
Who are we?
81
The School of Business at a regional university was the first part of the institution to adopt
CRM. Two years later, the initiative was quietly dropped. One possible cause for the failure
was:
(A)
Total buy-in by the staff and administrators
(B)
Simplification of procedures as a result of CRM
(C)
Training
(D)
Focus on software that met the goals
(E)
Lack of management initiative
Answer:
(E)
Lack of management initiative
82
The evolution of customer relationship marketing has progressed from:
(A)
One–to-one, mass, target, to customer marketing
(B)
Customer, mass, target, to one-to-one marketing
(C)
Mass, target, customer, to one-to-one marketing
(D)
Customer relationship marketing has always existed
(E)
Mass, target, one-to-one, to customer marketing
Answer:
(C)
Mass, target, customer, to one-to-one marketing
83
The increasing use of customer relationship management is partly attributable to:
(A)
Technology
(B)
Mission-driven statements
(C)
Pull strategies
(D)
Preferred supplier relationships
(E)
Formalization
Answer:
(A)
Technology
84
Call centers, sales reps, distributors, Web and e-mail are all examples of possible:
(A)
Strategic directions
(B)
Cross-selling teaming
(C)
Supply chain alliances
(D)
Touchpoints
(E)
Goals
Answer:
(D)
Touchpoints
85
The manufacturers’ sales forces typically play a greater role in the sale of automobiles,
boats, refrigerators and swimming pools than in the sale of chewing gum, fingernail
clippers and light bulbs.
(A)
True
(B)
False
Answer:
(A)
True
86
The relative importance of advertising in marketing communications is higher for products
that require no post-purchase service, that use a push strategy and that have a preset
price.
(A)
True
(B)
False
Answer:
(B)
False
87
Just-in-time delivery systems are one effort by marketers to build reseller support.
(A)
True
(B)
False
Answer:
(A)
True
88
Supply chain alliances and efficient consumer response systems are examples of marketing
relationships.
(A)
True
(B)
False
Answer:
(B)
False
89
In marketing strategy, personal selling is relatively important when there are many
potential customers.
(A)
True
(B)
False
Answer:
(B)
False
90
Maintaining customer loyalty is one outcome of a market orientation.
(A)
True
(B)
False
Answer:
(A)
True
91
The process cycle for CRM may be broken down into the following four elements: 
(1)
knowledge discovery, (2) market planning, (3) customer interaction and (4) analysis and
refinement.
Answer:
92
Personal selling is part of a firm’s:
(A)
Product mix
(B)
Pricing mix
(C)
Marketing communications mix
(D)
Distribution mix
(E)
Personal selling is an integral part of all parts of a firm’s marketing mix
Answer:
(C)
Marketing communications mix
93
Assume your school or university begins assessing students’ needs and wants, consulting
with students regarding problems and solutions and develops a formal customer analysis
process. Your school could be developing a:
(A)
Touchpoint data entry system
(B)
Customer-centric culture
(C)
Strategic business unit
(D)
Efficient consumer response
(E)
Functional relationship
Answer:
(B)
Customer-centric culture
94
Alexandra, the sales manager for a regional hotel chain, knows her salespeople identify
customer needs, tailor products and services to meet those needs, negotiate prices and a
variety of other activities. She decides to redefine their jobs and call her salespeople:
(A)
Category management specialists
(B)
Data mining marketers
(C)
Marketing representatives
(D)
Customer loyalty partners
(E)
Preferred providers
Answer:
(C)
Marketing representatives