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58.
Zeller Hub, a Canadian discount store, has developed a supplier portal software from the
inputs given by the experts in its retailing division and its supplier Welknit Knitting Co.
This information system will share inventory and stock lists of both the companies on a
daily basis. It will, thus, aid the continuing relationship between the companies and
increase the profitability of both the parties by controlling excess stock and inventories.
Identify the relationship between Zeller Hub and Welknit Knitting Co.
59.
Corning's Ceramics is a company that produces ceramic parts. Since the company reached
an agreement with a cardboard box manufacturer, it has saved about $10 million in
packaging costs. Additionally, the box manufacturer has also enjoyed a three-fold rise in
sales. Which of the following types of relationship do these two firms have?
60.
Identify a true statement about strategic partnerships.
61.
Caesar salad dressing contains raw eggs, but fear of salmonella poisoning has forced
many restaurants to use an inferior tasting bottled dressing in their Caesar salads.
Davidson from Food Tech, a company that develops preservatives and food additives, has
developed a process for pasteurizing eggs on a large-scale basis. The pasteurization of
eggs is a complicated process that took years to perfect. Food Tech will be called a(n)
_____ as it resolved this issue ahead of the rest of the marketplace.
62.
Which of the following is NOT a phase of relationship development for a seller and a
buyer?
63.
Andy, a salesperson for Fashion Seal Uniforms, tells the owner of a retirement home about
the importance of caregivers having clean and attractive uniforms that will withstand
countless hot water washes. Andy displays several styles of uniforms that have been
washed hundreds of times to show how well his company's uniforms are made. The owner
of the retirement home tells Andy that she is planning to open one new center every six
months for the next three years and will need a lot of uniforms. Then the owner agrees to
buy six units but with no commitment to extend the relationship. Which of the following
stages of the relationship development process does this scenario exemplify?
64.
Betty, the operations manager at Unilinks Products Co., is facing a lot of issues in
coordinating the manufacturing operations in the company because of inventory shortage.
She wants to incorporate a system that will help her identify various sources of supply. In
order to streamline operations, she plans to use _____, which uses technology and
statistics to improve efficiency.
65.
In the _____ stage of the relationship development process, the owner of several
retirement centers has agreed that Fashion Seal Uniforms will be the only supplier of
uniforms for her employees. Andy, the salesperson for Fashion Seal, has agreed to make
some modifications in the uniforms to suit the needs of the retirement center personnel.
Both parties view this as a long-term relationship built on mutual trust.
66.
Which of the following stages of the relationship development process may NOT occur in a
strategic partnership?
67.
The stage of dissolution in the relationship development process:
68.
Which of the following serves as a foundation for a successful, long-term relationship?
69.
Which of the following gives both members of a relationship a strong incentive to pool
their strengths and abilities?
70.
Baxter Healthcare is a leading supplier of hospital products. It has entered into a strategic
partnership with many of the hospitals it serves. Baxter supplies them with one-day
delivery service of quality products and inventory management assistance. In return, the
hospitals give Baxter all of their business. The foundation of their relationships is trust,
which is based on:
71.
When salespeople and buyers trust each other, they:
72.
Which of the following is NOT one of the factors that constitute trust?
73.
Zero Zone Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. The manufacturer is successful because it is able to keep the promises it
makes. All customers know that Zero Zone's salespeople and its products live up to all the
promises made. Which factor necessary for mutual trust to develop does this illustrate?
74.
Zero Zone Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. Its salespeople use federal government research information and trade
data to explain to customers why 3-inch-thick CFC-free urethane insulation is important
for keeping products fresh. Such interactions illustrate the salespeople's _____.
75.
Zero Zone Inc. manufactures and sells display refrigeration and freezer units to
supermarkets. A supermarket manager called Nathan, one of Zero Zone's salespeople, to
inform him that his Zero Zone rear-load refrigeration display unit needed to be defrosted
about three times every day. It was more than the normal rate, and Nathan responded
immediately. He cancelled his other appointments and drove to the supermarket. Nathan
worked for two hours installing a new oversized coil to fix the problem. Which of the
following factors needed for the development of mutual trust is illustrated in this
example?
76.
Which of the factors used to develop mutual trust between a buyer and a seller is the
LEAST important?
77.
Which of the following statements is true of common goals?
78.
Which of the following statements about the effects of a successful buyer-seller
relationship on organizational structure and culture is true?
79.
Jenkins is a new sales rep for Aber Technology. His company has developed a series of
sophisticated programs in conjunction with another company. However, when he tries to
implement these programs in a project he is handling, he learns that these assets cannot
be easily transferred. Which of the following types of assets is Jenkins trying to use?
80.
Carla crosses the organizational limits and interacts with customers or vendors. Carla's
responsibilities include dealing with vendors and finances. Which type of employee is
Carla?
Short Answer Questions
81.
Name one type of sales approach that has been shown to improve both customer
retention and firm profitability.
82.
What are the two types of customer loyalty?
83.
What different types of relationships can exist between buyers and sellers?
84.
What are the characteristics of relational partnerships?
85.
What is supplier relationship management?
86.
What occurs in the expansion stage of relationship development?
87.
Discuss the difference in communication between a relational partnership and a strategic
partnership.
88.
What is customer orientation, and how does it affect business relationships?
89.
List the five foundational elements of strategic partnerships.
90.
Who are boundary-spanning employees?
Essay Questions
91.
What is relationship marketing?
92.
What is the difference between behavioral and attitudinal loyalty?
93.
Discuss the differences between solo exchanges and functional relationships.
94.
What are the advantages and disadvantages of market exchanges?
95.
Why are companies using technology to manage relationships?
96.
Define strategic partnership. What are the important characteristics of strategic
partnerships?
97.
Describe the different phases of strategic partnerships.
98.
How are organizational structure and culture important to selling?
99.
How can training boundary-spanning employees help in fostering good relationships
between buyers and sellers?
100.
In the context of organization support, how do reward systems help in fostering good
relationships?
