Supply Chain Exam3
Which type of global logistics channel intermediary moves global shipments through customs and handles the documentation?
Customs Broker
The owner or purchaser of imported goods is known as the...?
Importer of Record
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?
Franchising
The owner or purchaser of imported goods is known as the . . . ?
Importer of Record
Which warehouse location strategy would most likely be used if a company has many more customers than suppliers?
Market Positioned Strategy
Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant
Single channel, multiple phase
Which of the following items would be considered a facilitating product?
The tools used to fox your Car at an automobile repair shop
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
Franchising
Global location decisions involve all of the following EXCEPT?
How: Determining how the facility will operate
What is the common name of the warehouse network that is configured with a centralized warehouse which holds most of the inventory linked to a series of smaller geographically dispersed warehouses which hold only a small amount of inventory to support their local area in the immediate time frame?
Hub and Spoke
Which one of the following is NOT a Quality of Life issue used to help make global location decisions?
Infrastructure (e.g., roads, ports, utilities, institutions, etc.)
Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities
Outpost Factory
Which transportation mode has the lowest per unit cost?
Pipeline
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
false
Owning a private warehouse provides a manufacturing company with control and flexibility without presenting a financial risk.
False
Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as?
Up-Selling
Which type of services involve things owned by the customer?
State Utility Services
The term used to describe when a potential customer refuses to join the queue or Waiting line is
Balking
The optimal capacity utilization for a service organization is 100%
False
Which one of the following is NOT a Global Location Decision Factor
Franchising
Which of the following is NOT one of the twelve pillars of competitiveness
Regional Trade Agreements
Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects.
True
Which one of the following is NOT a Sales Force Automation tool?
Call Center Management
Which one of the following is NOT an activity typically performed by a company's call center?
Determining inventory levels of critical products.
The three general service strategies are?
Differentiation, Focus, and Cost Leadership
Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations?
Capital Punishment
The greater the desired customer service level is, the more warehouses the company may need to have, but the tradeoff is maintaining a lower inventory level
False
The greater the desired customer service level is, the more warehouses the company may need to have, but the tradeoff is maintaining a lower inventory level.
False
Which one of the following is NOT one of the functions of the World Trade Organization?
Helping to combat emergencies, such as the worldwide pandemic
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?
Make service workers wait for the customers
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)?
Rail
Which of the following is NOT one of the twelve pillars of competitiveness?
Recreation
A retailer with two cash resister lines/checkout stations open in an example of a single-channel, multiple-phase queuing system
False
Balking occurs when customers decide to leave the queue after some length of waiting time in the queue.
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
Which of the following is NOT one of the key tools and components of CRM?
Generalizing Customer Communications
Which type of services offer very few or no tangible products to customers?
Pure services
Which of the following is NOT one of the twelve pillars of competitiveness?
Regional Trade Agreements
Which of the following is a required element of an effective CRM initiative?
Segmenting customers
The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is?
World Trade Organization
Customer Service is?
All of the above answer choices are correct: A Performance Measure An Activity A Philosophy
Companies need a Customer Relationship Management program in order to?
All of these answer choices are correct: Acquire New Customers Meet the Changing Expectations of Customers Retain their Existing Customers
Which Transportation Company Classification is described as a person or company who transports freight under contract to limited number of shippers?
Contract Carrier
Which ownership provides the advantage of providing the client with specialized services tailor-made to suit their needs without the disadvantages of high startup costs?
Contract Warehouse
Which new service distribution channel can be described as combining retail with entertainment elements?
Entertailing
Which new service distribution channel can be described as combining retail with entertainment elements?
Entertailing
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?
False
Eatertailing is the term used to describe the new service distribution channel which combines restaurant and entertainment elements
False
Entertaining the term used to describe the new service channel which combines restaurant and entertainment elements
False
Implicit 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
False
Keeping an existing customer costs 5-10 times as much as finding a new customer.
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.
False
The transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions
False
The transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions.
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
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 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 is set up in an area with an abundance of advance suppliers, competitions, and research facilities?
Outpost Factory
Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?
Picking
Which of the following is NOT one of the ways that service products are different from physical products?
Services are generally tangible
Service capacity is typically measured as the number of customers the service operation can serve in a given time period
True
Service capacity is typically measured as the numbers of customers the service operation can serve in a given time period
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
global location decisions involve all of the following except
how: determining how the facility will operate
Which one of the following is NOT one of the dimensions of service quality?
Apathy
Which transportation company classification is described as a person or company who transports freight for a fee and can be hired by anyone to transport goods?
Common Carrier
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 warehousing process is considered a Lean concept because it eliminates the need to sore inventory, and reduces transportation?
Cross Docking Warehousing
The concept of predicting the net profit which could be attributed to the entire future relationship with a specific customer is known as?
Customer Lifetime Value
Which type of services offer Trang i le components along with the service component?
End product services
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
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
Which of the following is not one of the ways service products are different from physical product?
Services are generally tangible
Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant.
Single channel, multiple phase
Tariffs or duties are taxes imposed by governments on imported goods
True
The US Department of Homeland Security is responsible for preventing the entry of terrorists and the instruments of terrorism, AND ensuring the efficient flow of lawful traffic and commerce.
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
Which type of services offer tangible components along with the service component?
End Product Services
Which type of queueing system can be described as being formed virtually using technology?
Mobile queue