SCM Test 3
Companies work very hard to reduce the number of their current customers who decide not to return (i.e., not to buy from the company again). This customer defection is commonly referred to as?
Customer churn
A country that imposes high tariffs encourages foreign-based companies to import goods.
False
A small Less-Than-Truckload (LTL) shipment that originates on a truck in Los Angeles and is moved to Phoenix where it is unloaded and put onto another truck for final shipment to Denver would be considered an intermodal shipment since it utilizes more than one vehicle during shipment.
False
An import can only occur inside the borders of your home country and an export can only occur outside the borders of your home country.
False
Balking occurs when customers decide to leave the queue after some length of time waiting in the queue.
False
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer.
False
Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program.
False
The optimal capacity utilization for a service organization is 100%.
False
Themed restaurants such as the ESPN Zone (sports theme), Rainforest Cafe (jungle theme), and Chuck E. Cheese (kids theme) are all examples of Entertailment facilities.
False
All of the following are included in the five dimensions of service quality EXCEPT?
Reasonability
Which of the following is a required element of an effective CRM initiative?
Segmenting customers
The number of customers per day an organization's service delivery system is designed to serve within a certain time frame, is referred to as?
Service Capacity
Which of the following items would be considered a facilitating product?
The tools used to fix your car at an auto shop
The WTO is the only global international organization dealing with the rules of trade between nations.
True
Customer Service is?
All of the above
When a number of interconnected companies and institutions from a particular industry are located in a single geographic location; that location is referred to as?
Business Cluster
Which one of the following carrier types generally transports goods for the general public (i.e., anyone who has a shipment to make)?
Common carrier
Which of the following would be considered a "quality-of-life" issue in making a global location decision?
Community Safety
The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as?
Cross docking
When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events, like birthdays and anniversaries, this is referred to as?
Event-based marketing
A 4PL, commonly referred to as a lead logistics provider, is a trucking company that also provides tracking services
False
Transportation regulation and deregulation both have their supporters. Proponents of regulation consider it to be good since it encourages competition and allows price negotiations.
False
Two models that utilize quantitative data, to help determine the attractiveness of one location versus another, are the Break-Even Model and the Extrapolated Average Cost Model.
False
When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling.
False
If a company wanted to import materials duty-free, for use in the production of their end items, and then export them to other countries, they would most likely utilize?
Foreign Trade Zone
Which of the following is NOT consistent with a decentralized warehousing system?
Lower total operating costs
Which global facility type describes a factory set-up primarily to produce products at a low cost with minimal technical and managerial resources?
Offshore Factory
Which global facility type describes a factory set up in an area with an abundance of advance suppliers, competitors, and research facilities?
Outpost Factory
You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. This is an example of?
Post-transaction customer service
A right-to-work law allows employees to decide for themselves whether or not they want to join or financially support a union.
True
A service bundle includes explicit services, supporting facilities, any facilitating goods, and any implicit services.
True
Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio.
True
FOB destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination; whereas with FOB origination the buyer takes ownership of the product immediately upon shipment.
True
Some of the ways customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites
True
The term "private warehouse" refers to warehouses that are owned by the company that also owns the goods being stored.
True
Through the use permission marketing programs, customers are allowed to select the type of communications companies can make with them, and even choose to be completely eliminated from both e-mail and traditional mailing lists.
True
When a customer takes their automobile to a car wash to be cleaned, the car wash is providing the type of service known as State Utility.
True
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?
Utilizing fewer facilitating products
Which of the following modes of cargo transport can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy, very bulky, and containerized cargo
Water carriers
The three general service strategies are?
cost leadership, differentiation, and focus
