supply chain ch 9-12

Companies need a Customer Relationship Management program in order to? All of these answer choices are correct None of the other answer choices are correct Acquire New Customers Retain their Existing Customers Meet the Changing Expectations of Customers

All of these answer choices are correct

Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant

Single channel, multiple phases

Which type of services involve things owned by the customer? Self-Services End Product Services State Utility Services Pure Services

state utility srvcs

A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services. t or f

true

FOB Destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination. T or F

true

The greater the desired customer service level is, the more warehouses the company may need to have, but the tradeoff is maintaining a higher inventory level. t or f

true

Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Eatertainment facilities. t or f

true

When a customer takes their automobile to a car wash, the car wash provides state utility to the vehicle True False

true

Customer Service is? A Performance Measure All of the above answer choices are correct An Activity A Philosophy None of the other answer choices are correct

All of the above answer choices are correct

Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations?

Capital punishment

Which of the following would be considered a "quality-of-life" issue in making a global location decision?

Community safety

Which warehouse ownership type provides the advantage of providing the client with the option of obtaining specialized services tailor-made to suit their needs without the disadvantage of high startup costs?

Contract warehouse

Which type of global logistics intermediary moves global shipments through customs and handles the documentation?

Customs broker

U.S. Customs and Border Protection is part of what U.S. Federal Department? Department of Commerce Department of Transportation Department of Justice Department of Homeland Security

Department of Homeland Security

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? Holiday marketing Event-based marketing Segmented selling Extreme segmentation marketing

Event-based marketing

The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification. t or f

FALSE; Customer defection analysis

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. t or f

False

Companies should invest time and effort in developing CRM programs for every customer. t or f

False

FOB Destination requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller. T or F

False

Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization?

Lead factory

The goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT? Automation of repetitive tasks. Growth of the customer base through referrals. Lower inventory levels. Increasing sales effectiveness.

Lower inventory levels.

Sales Force Automation tools are used for documenting field sales activities, communications with the home office, and retrieving sales history. Which one of the following is NOT one of those tools? Queuing System Management Knowledge Management Sales Territory Management Lead Management

Queuing System Management

Which of the following items would be considered a facilitating product?

The tools used to fix your car at an automobile repair shop

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications. t or f

True

Finding a new customer costs 5-10 times as much as keeping an existing customer. t or f

True

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as? Up-Selling Cross-Selling Consumer Scam Telemarketing

Up-Selling

A country that imposes high tariffs encourages foreign-based companies to import goods. t or f

false

Eatertailing is the term used to describe the new service distribution channel which combines restaurant and entertainment elements. t or f

false

Owning a private warehouse provides a manufacturing company with control and flexibility without presenting a financial risk. t or f

false

Which of the following is NOT one of the key tools and components of CRM? Event Based Marketing Cross Selling and Up-Selling Predicting Supplier Behaviors Target Marketing

Predicting Supplier Behaviors

Which warehouse ownership type provides the most flexible contract terms?

Public warehouse

Which of the following is NOT one of the twelve pillars of competitiveness? Technological Readiness Infrastructure Goods Market Efficiency Regional Trade Agreements

Regional Trade Agreements

Which of the following is a required element of an effective CRM initiative? None of the other answer choices are correct All of these answer choices are correct Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system Sending out promotional materials by e-mail to a large random group of a potential customers Segmenting customers

Segmenting customers

Which global facility type is described as a factory set up to take advantage of government incentives, and/or reduced tax/tariff barriers, to meet regional or local market needs?

Server factory

Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies? They negotiate prices and terms with your suppliers for the parts that you use in your products and then ship them to you. They bundle transportation volumes to leverage negotiations. They warehouse and distribute your products, and potentially perform some other value-added processes. They negotiate with overseas suppliers for movement of good in that country.

They warehouse and distribute your products, and potentially perform some other value-added processes.

Which transportation mode is the fastest over a long distance? Rail Pipeline Air Water Truck

air

Which one of the following is NOT one of the dimensions of service quality? Responsiveness Tangibles Apathy Assurance

apathy

The term used to describe when a potential customer refuses to join the queue or waiting line is? Waiting Time Management Reneging Balking Queue Arrival

balking

The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as?

crossdocking

The release of technology (or the source code for technology) which is subject to Export Administration Regulations, to a foreign national (i.e., non-US citizen) located within the United States, is known as? Technology Transfer Deemed Export Technology Export Shippers Export Declaration

deemed export

The transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions. T or F

false

The transportation term of sale known as Free on Board (F.O.B.) Origin requires that the seller retain ownership of the product from the point of origin until it reaches the buyer's destination. t or f

false

Motor carrier (i.e., trucking) is the most reliable mode of transportation. t or f

false- pipeline

Which one of the following is NOT a transportation pricing consideration? Cost of Service Value of Service Implicit Service Terms of Sale

implicit service

All of the following are included in the five dimensions of service quality EXCEPT? Reasonability Assurance Reliability Responsiveness

reasonability

Pre-transaction elements of customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure. t or f

true

Tariffs or duties are taxes imposed by governments on imported goods. t or f

true

The Weighted-Factor Rating Model is one of the methods used to compare the attractiveness of several global locations along a number of quantitative and qualitative dimensions. t or f

true

If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives include all of the following EXCEPT? Turn customers away Increase service capacity Make service workers wait for the customers Make customers wait for the service

make service workers wait for the customers

What type of warehouse network strategy would you be using if you positioned your warehouses close to customers to maximize distribution services and improve delivery? Product Positioned Intermediately Positioned Dynamically Positioned Market Positioned

market positioned

Which global facility type describes a factory set-up primarily to produce products at a low cost with minimal technical and managerial resources? Outpost Factory Offshore Factory Contributor Factory Server Factory Lead Factory Source Factory

offshore factory

Which transportation mode has the lowest per unit cost? Air Water Pipeline Truck Rail

pipeline

The term used to describe when a potential customer decides to leave the queue or waiting line is? Waiting Time Management Reneging Balking Queue Arrival

reneging

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. t or f

False, Break Even Model & Weighted Factor Rating Model

When using a Level Demand Strategy to manage service capacity, the service provider varies their capacity to match demand so that they can handle fluctuations in customer demand. True False

False- chase demand strategy

A Deemed Export is the release of technology or source code that is subject to the Export Administration Regulations, to a US citizen located in the United States. t or f

False; to a foreign national (non citizen) located in the US

What is the term for the type of service distribution channel the helps to build market share and facilitate business when the owners have limited financial resources? Entertailing Eatertainment Edutainment International Expansion Franchising

franchising

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? Server Factory Offshore Factory Lead Factory Outpost Factory Source Factory Contributor Factory

source factory

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?

srvc capacity

Explicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel. t or f

tru

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 Customer churn Customer management Pre-transaction customer service

Post-transaction customer service

Third-party logistics providers are used extensively by companies in the domestic market and rarely ever used for international business. t or f

false

Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio. T or F

true

When a repair service company performs repairs on a customers' broken refrigerator, the service company is said to be providing the type of service known as state utility. True False

true

reverse logistics involves the process of moving a product from the point of origin to the point of consumption to recapture value or ensure proper disposal. t or f

true