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