495 Glossary emotional buying motive. Motive that appeals to the way a customer thinks or feels. (5) employment verification. Process through which the information an applicant provided about employment history is checked to verify that it is correct. (20) encoding. Process of turning the idea for a message into symbols that are communicated to others. (9) end user. See consumer. Equal Employment Opportunity Commission (EEOC). Federal agency that enforces federal laws that state it is illegal to discriminate against people in the workplace based on race, color, religion, sex, national origin, age, disability, or genetic information. (17) ergonomics. Science concerned with designing and arranging things people use so they can interact effi ciently and safely. (11) ethics. Rules of behavior based on ideas about what is right and wrong. (16) even pricing. Pricing strategy in which a product’s price ends with an even number. (8) evoked set. Includes the choices that a consumer is aware of and thinks highly of during the search process. (5) extensible markup language (XML). Code language that allows advanced web page features and can be viewed by most web browsers. (14) F factory outlet. Retail store in which excess or unsold merchandise is sold at a discount directly to the public by the manufacturers, designers, or specialty stores. (2) falling hazard. Source of potential injuries from slipping or falling. (18) false advertising. Overstating the features and benefi ts of products or services, or making false claims about them. (17) feature. Physical characteristic of a product. (10) feature-benefit selling. Sales method in which the major selling features of a product and how they can benefi t the customer are shown. Also known as solution selling. (10) feedback. Receiver’s response to a message. (9) file transfer protocol (FTP). Computer software that provides tools to transfer fi les from a computer to the Internet. (14) finance. Activity involved in controlling and managing money and other business assets. (1) firewall. Software that prevents unwelcomed Internet access to data stored on a computer. (18) fixed expense. Business expense that does not change and is not affected by the number of products sold. (8) Flash®. Program based on ActionScript code that can create dynamic animated and video elements on a web page. (14) flexible. Ability to adapt to circumstances as they change. (16) FOB. Shipping terms that mean the manufacturer owns the merchandise until it is received by the retailer stands for free on board. (6) focus group. Group of six to nine people with whom an interview is conducted. (4) food court. Area inside of a shopping mall where a number of fast-food restaurants are located. (2) food truck. Mobile kitchens that prepare and sell different foods. (3) formal balance. See symmetrical balance. formal education. Education received in a school, college, or university. (19) forming. Stage one of team development that occurs when a group of people come together and are in the introduction stage of the team. (16) frames. Web page layout tool that allows more than one web page to be displayed within a single browser window. (14) franchise. Legal agreement granting the right to sell a company’s goods or services in a particular geographic area. (2) franchisee. People who buy the rights to use the brand, learn the franchisor’s trade secrets, and open their own businesses. (2) franchisor. Parent company that owns the chain and the brand of a franchise. (2) fraud. Cheating or deceiving a business out of money or property. (18) free-enterprise economic system. Allows businesses to compete with limited government intervention also called a free market. (1) free market. See free enterprise economic system. freeware. Fully functional software that can be used forever without purchasing it. (17) functionality. The quality of having a practical use. (13) functions of management. Business management activities of planning, organizing, staffi ng, leading, and controlling. (15) G geographic segmentation. Divides consumers based on where they live. (5)