Final Exam Quiz Questions
Which type of global logistics intermediary moves global shipments through customs and handles the documentation? Transportation Broker Customs Broker Non-Vessel-Operating Common Carrier (NVOCC) Freight Forwarder
Customs Broker
When a number of interconnected companies and institutions from a particular field are located in a single geographic location; that location is referred to as? Metroplex Business Cluster Industrial Point Regional Business Center
Business Cluster
Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations? Statutory Sanctions Capital Punishment Criminal Penalties Civil Penalties
Capital Punishment
Which one of the following is NOT a Sales Force Automation tool? Sales Territory Management Lead Management Knowledge Management Call Center Management
Call Center Management
Which global facility type is focused on product development and engineering for products that they manufacture? Source Factory Outpost Factory Server Factory Lead Factory Contributor Factory Offshore Factory
Contributor Factory
Which warehousing process is considered a Lean concept because it eliminates the need to store inventory, and reduces transportation Third Party Logistics Cross Docking Warehousing Break-Bulk Warehousing Consolidation Warehousing
Cross Docking Warehousing
U.S. Customs and Border Protection is part of what U.S. Federal Department? Department of Commerce Department of Justice Department of Homeland Security Department of Transportation
Department of Homeland Security
Which one of the following terms refers to a service industry distribution channel that combines learning with entertainment to appeal to customers looking for substance along with play? Entertailing Franchising Edutainment Eatertainment
Edutainment
Break-Bulk is the term used to describe when a warehouse operation receives products from different plants or suppliers, stores them, and then combines them with similar shipments from other plants or suppliers for further distribution. True or False
FALSE This is consolidation Break - bulk - Operation divides full truckloads of items from a single source into smaller, more appropriate quantities for use or further distribution
A 4PL, commonly referred to as a lead logistics provider, is a trucking company that also provides tracking services True or False
False
A retailer with two cash register lines/checkout stations open is an example of a single-channel, multiple-phase queuing system. True or False
False
Because government taxes and incentives can vary from country-to-country, they should not be factored into a global location decision. True or False
False
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer True or False
False
Keeping an existing customer costs 5-10 times as much as finding a new customer True or False
False
Material that is imported through the use of a Foreign Trade Zone (FTZ) must be removed from the FTZ within 1 year to avoid fines or sanctions being imposed by US Customs and Border Protection on the Importer of Record. True or False
False
Motor carrier (i.e., trucking) is the most reliable mode of transportation. True or False
False
The average arrival rate of the customer in a service supply chain does not influence the management of the actual waiting time or the perceived waiting time by the service company. True or False
False
The major benefits of transportation regulation are that regulation encourages competition in the industry and allows shippers to negotiate prices directly with carriers. True or False
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 True or False
False
When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling True Or False
False
Explicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects True or False
False Explicit services are the benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service
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. True or False
False FOB - the buyer is responsible for costs/liabilities once goods are shipped Cost, insurance freight - seller is reponsible until buyer receives it
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 or False
False - that would be a chase demand strategy
Which one of the following is NOT a Global Location Decision Factor Franchising Business Clusters Quality of Life Issues Labor Issues
Franchising
Which of the following is NOT one of the key tools and components of CRM? Generalizing Customer Communications Predicting Customer Behaviors Cross Selling and Up-Selling Target Marketing
Generalizing Customer Communications
A customer joins one of several available lines at a typical fast-food restaurant where there are several counter staff members ready to take orders, supported by a common kitchen staff preparing the food. What type of Queuing System is being used at this restaurant? Multiple Channel, Single Phase, Single Server Single Channel, Multiple Phase, Multiple Servers acting in Series Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel Single Channel, Single Phase, Single Server Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel
Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel
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? Customer management Customer churn Pre-transaction customer service Post-transaction customer service
Post-transaction customer service
Which of the following is NOT one of the key tools and components of CRM? Target Marketing Predicting Supplier Behaviors Cross Selling and Up-Selling Event Based Marketing
Predicting Supplier Behaviors
What type of warehouse network strategy would you be using if you positioned your warehouses close to supply sources to collect goods and consolidate before shipping products out to customers? Product Positioned Intermediately Positioned Market Positioned Dynamically Positioned
Product Positioned
Which type of services offer very few or no tangible products to customers? Pure Services State Utility Services End Product Services Self-Services
Pure Services
Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as? Customer Appreciation Marketing Event-Based Marketing Relationship Marketing Target Marketing
Relationship Marketing
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 Throughput Service Capacity Capacity Utilization Productivity Potential
Service Capacity
Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio True or False
True
Consolidation is the term used to describe when a warehouse operation receives products from different plants or suppliers, stores them, and then combines them with similar shipments from other plants or suppliers for further distribution. True or False
True
Finding a new customer costs 5-10 times as much as keeping an existing customer True or False
True
Some of the way's 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 or False
True
Tariffs or duties are taxes imposed by governments on imported goods True or False
True
The length of time that customers are willing to wait for service before leaving, or before lowering their perception of the quality of the service company is directly related to the effectiveness of the queueing system being used by the service company to manage customers. True or False
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 or False
True
Which of the following modes of transportation can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy, very bulky, and containerized cargo? Pipeline Air Motor/Truck Water
Water