Intro to Supply Chain Quizzes 9-12

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as?

Customer Churn

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

False

A small 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 waiting time 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

Which one of the following carrier types generally transports goods for the company that owns the carrier?

Private Carrier

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

The term ______ refers to warehouses that are owned by the company that also owns the goods being stored.

"private warehouse"

Customer Service is?

A philosophy, activity, performance measure

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?

Business Cluster

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 cost

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 the explicit service, the supporting facility, the facilitating goods, as well as the 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

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, the car wash provides state utility to the vehicle.

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

The three general service strategies are?

cost leadership, differentiation, and focus