Intro to SCM Ch.9-12 Quizzes
Customer Service is? - A Philosophy - An Activity - A Performance Measure - All of the above - None of the above
All of the above
Which one of the following is NOT a Sales Face Automation tool? - Lead Management - Call Center Management - Knowledge Management - Sales Territory Management
Call Center Management
Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations? - Criminal Penalties - Capital Punishment - Civil Penalties - Statutory Sanctions
Capital Punishment
Which warehouse 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 - Private Warehouse - Public Warehouse
Contract Warehouse
Which warehousing process is considered a Lean concept because it eliminates he need to store inventory, and reduces transportation - Break-Bulk Warehousing - Third Party Logistics - Consolidation Warehousing - Cross Docking Warehousing
Cross Docking Warehousing
Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? - Revenue Exodus - Customer Churn - Reneging - Customer Retention - Balking
Customer Churn
U.S Customs and Border Protection is part of what U.S Federal Department? - Department of Commerce - Department of Transportation - Department of Homeland Security - Department of Justice
Department of Homeland Security
Foreign and domestic merchandise may be moved into Foreign Trade Zones (unless prohibited by law), for activities such as storage, exhibition, assembly, manufacturing, and processing
True
The three general service strategies are? - Differentiation, Focus, and Cost Leadership - Pure, End Product, and State Utility - Manufacturing, Service, and Retail - Mass-Production, Make-to-Order, and General Services - Profit-based, Nonprofits, and Free Services
Differentiation, Focus, and Cost Leadership
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
Which Transportation Company Classification is described as a person or company specializing in transporting commodities exempt from regulation by the Interstate Commerce Act? - Private Carrier - Contract Carrier - Common Carrier - Exempt Carrier
Exempt Carrier
Which of the following is NOT one of the four primary activities of Service Response Logistics? - Facilitating Goods - Service Quality - Waiting Times - Distribution Channels
Facilitating Goods
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
Companies should invest time and effort in developing CRM programs 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
The transportation term of sale known as Free on Board (FOB) Origin requires that the seller retain ownership of the product from the point of origin until it reaches the buyer's destination
False
Themed restaurants such as the ESPN zone, Rainforest Cafe, and Chuck E. Cheese, are all examples of Entertailment facilities
False
Which of the following is NOT one of the key tools and components of CRM? - Cross Selling and Up-Selling - Predicting Customer Behaviors - Generalizing Customer Communications - Target Marketing
Generalizing Customer Communications
Which one of the following is NOT one of the functions of the World Trade Organization? - Providing aid for developing countries - Helping to combat emergencies, such as the worldwide pandemic - Helping to resolve trade disputes - Monitoring trade policies
Helping to combat emergencies, such as the worldwide pandemic
What type of warehouse networking strategy would you be using if you positioned your warehouses somewhere midway between the supply sources and the customers to try to balance costs, inventory, and customer service? - Dynamically Positioned - Intermediately Positioned - Product Positioned - Market Positioned
Intermediately Positioned
Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization? - Source Factory - Contributor Factory - Offshore Factory - Lead Factory - Server Factory - Outpost Factory
Lead Factory
If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives includes all of the following EXCEPT? - Make customers wait for the service - Make service workers wait for the customers - Turn customers away - Increases service capacity
Make service workers wait for the customers
Which warehouse location strategy would most likely be used if a company has many more customers than suppliers? - Intermediately Positioned Strategy - Dynamically Positioned Strategy - Market Positioned Strategy - Product Positioned Strategy
Market Positioned Strategy
Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast-food restaurant - Single channel, single phase - Multiple channels, multiple phases - Single channel, multiple phases - Multiple channels, single phase
Multiple channels, multiple phases
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 - Contributor Factory - Server Factory - Outpost Factory - Lead Factory - Source Factory
Offshore 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? - Customer churn - Customer management - Post-transaction customer service - Pre-transaction customer service
Post-transaction customer service
Which one of the following carrier types generally transports goods for the company that owns the carrier? - Common carrier - Private carrier - Contract carrier - Exempt carrier
Private carrier
Which of the following modes of transportation has the most capability (i.e. can handle the most different kinds of freight in terms of volume, variety, and weight)? - Pipeline - Truck - Rail - Air
Rail
Which of the following is NOT one of the twelve pillars of competitiveness? - Infrastructure - Goods Market Efficiency - Regional Trade Agreements - Technological Readiness
Regional Trade Agreements
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? - Capacity Utilization - Service Capacity - Productivity Potential - Service Throughput
Service Capacity
Which one of the following is NOT one of the Five Dimensions of Service Quality? - Serviceability - Tangibles - Assurance - Empathy
Serviceability
Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? - Source Factory - Server Factory - Contributor Factory - Offshore Factory - Outpost Factory - Lead Factory
Source Factory
Because of air transport is so expensive the best cargo candidates for air shipments are products with a high cost-to-weight ratio
True
Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications
True
FOB Origin requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller
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
The WTO is the only global international organization dealing with the rules of trade between nations
True
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? - Sharing cross-trained employees - Utilizing technological tools like computers and automated systems - Utilizing fewer facilitating products - Using customers to provide services
Utilizing fewer facilitating products
Pre-transaction elements of a customer service include thins such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure
True