CIS MIDTERM SAY WHAT?!

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided? A. Accounting and finance components B. Production and managerial management components C. Human resource components D. Production and materials management components

C.Human resource components These activities are performed by the human resource component.

Data is useful for understanding individual sales, but to gain deeper insight into a business, data needs to be turned into information. Which of the following offers an example of turning data into information? A. WHO ARE MY BEST CUSTOMERS? B. WHAT IS MY BEST-SELLING PRODUCT? C. WHAT IS MY WORST-SELLING PRODUCT? D. ALL OF THE ABOVE

D. ALL OF THE ABOVE

Which of the following represents the types of data commonly found in the sales department? A. CUSTOMER DATA B. SALES REPORT DATA C. COMISSION DATA D. ALL OF THESE

D. ALL OF THESE All data types are found in the sales department.

Which of the following represents a reason why competitive advantages are typically temporary? A. THE COMPETITOR WILL HIRE AWAY YOUR KEY EMPLOYEES B. THE COMPETITOR QUICKLY SEEKS WAYS TO DUPLICATE YOUR BUSINESS OPERATIONS C. THE COMPETITOR WILL PURCHASE NEW TECHNOLOGY D. ALL OF THESE

D. ALL OF THESE Competitive advantages are typically temporary because competitors often quickly seek ways to duplicate them by acquiring new technology, copying the business operations, and hiring away key employees.

The sales department needs to rely on information from operations to understand _________. A. INVENTORY B. CUSTOMER ORDERS C. DEMAND FORECASTS D. ALL OF THESE

D. ALL OF THESE Sales needs to rely on information from operations to understand inventory, place orders, and forecast consumer demand.

Which of the following decisions does a firm need to make as soon as it has identified the activities from the value chain that are bringing the highest added value to their customers? A. TARGET HIGH VALUE-ADDING ACTIVITIES TO FURTHER ENHANCE THEIR VALUE B. TARGET LOW VALUE-ADDING ACTIVITIES TO INCREASE THEIR VALUE C. PERFORM SOME COMBO OF THE TWO D. ALL OF THESE

D. ALL OF THESE When a firm has identified the activities from the value chain that are bringing the highest added value to their customers, they need to make decisions regarding the competitive advantage by determining whether to (1) target high value-adding activities to further enhance their value, (2) target low value-adding activities to increase their value, and (3) perform some combination of the two.

Which of the following questions can materials management help a company answer? A. How do we dispose of spoiled items? B. What laws need to be followed for storing hazardous materials? C. Which items must be refrigerated when being stored and transported? D. All of these

D. All of these All of these questions can be answered by materials management.

Which of the following describes an ERP system? A. ERP systems provide a foundation for collaboration between departments. B. ERP systems enable people in different business areas to communicate. C. ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. D. All of these.

D. All of these. All of the above describe ERP systems.

Which of the following occurs when everyone involved in sourcing, producing, and delivering the company's product works with the same information? A. Redundancies are eliminated. B. The amount of time wasted is reduced. C. Misinformation is removed. D. All of these.

D. All of these. All of the above occur due to the use of an ERP system.

Which of the following is not a typical way that a company would duplicate a competitive advantage? A. ACQUIRING NEW TECHNOLOGY B. COPYING THE BUSINESS OPERATIONS C. HIRING AWAY KEY EMPLOYEES D. CARRYING LARGE PRODUCT INVENTORIES

D. CARRYING LARGE PRODUCT INVENTORIES Ways that companies duplicate competitive advantages include acquiring new technology, copying the business operations, and hiring away key employees.

Your boss, Kerry Miller, has asked you to analyze the soft drink industry using Porter's Five Forces model. Which of the following represents rivalry in the soft drink industry? A. PEPSI REQUIRES STORES THAT CARRY PEPSI PRODUCTS TO COMMIT TO MIN. ORDERS OF 1,000 CASES B. WALMART NEGOTIATES A LOWER COST PER BOTTLE FROM COKE IN EXCHANGE FOR PREMIUM SHELF SPACE IN EVERY WALMART STORE C. ZEVIA NATURAL DIET SODA BEGINS SELLING DIRECTLY OVER THE INTERNET D. COKE AND PEPSI SUBMIT BIDS TO THE OWNER OF A FOOTBALL STADIUM FOR THE EXCLUSIVE SALE OF THEIR PRODUCTS DURING GAMES

D. COKE AND PEPSI SUBMIT BIDS TO THE OWNER OF A FOOTBALL STADIUM FOR THE EXCLUSIVE SALE OF THEIR PRODUCTS DURING GAMES The rivalry between Coke and Pepsi is famous in the soft drink industry.

What helps organizations reduce their investment in inventory while improving customer satisfaction through product availability? A. Supply chain event management B. Selling chain management C. Collaborative engineering D. Collaborative demand planning

D. Collaborative demand planning Collaborative demand planning helps organizations reduce their investment in inventory while improving customer satisfaction through product availability.

What is the primary difference between contact management and opportunity management? A. Contact management deals with new customers; opportunity management deals with existing customers. B. Contact management deals with existing customers; opportunity management deals with existing customers. C. Contact management deals with new customers; opportunity management deals with new customers. D. Contact management deals with existing customers; opportunity management deals with new customers.

D. Contact management deals with existing customers; opportunity management deals with new customers. Contact management deals with existing customers; opportunity management deals with new customers.

Which of the following is considered a core driver of the information age? A. FACT B. GOODS C. COMPETITIVE INTELLIGENCE D. DATA

D. DATA (does belong)

Which of the following is not a current CRM trend? A. Partner relationship management B. Supplier relationship management C. Employee relationship management D. Distributor relationship management

D. Distributor relationship management Distribution relationship management is not a CRM trend.

What is the business-to-business (B2B) online purchase and sale of supplies and services? A. SOFTWARE CUSTOMIZATION B. DATA INTEGRATION C. ELOGISTICS D. EPROCUREMENT

D. EPROCUREMENT Eprocurement is the business-to-business (B2B) online purchase and sale of supplies and services.

Which of the following metrics represents the frequency of inventory replacement? A. BACKORDER B. INVENTORY CYCLE TIME C. CUSTOMER ORDER CYCLE TIME D. INVENTORY TURNOVER

D. INVENTORY TURNOVER This is the definition of inventory turnover.

In which of the five basic supply chain activities do you manufacture products and create production schedules? A. PLAN B. SOURCE C. DELIVER D. MAKE

D. MAKE In the make activity you manufacture products and create production schedules.

What is an RFID's electronic product code? A. System used to create the digital designs and then manufacture the products B. A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things C. A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable D. Promotion of serialization or the ability to track individual items by using the unique serial number associated with each RFID tag

D. Promotion of serialization or the ability to track individual items by using the unique serial number associated with each RFID tag RFID's Electronic Product Code (RFID EPC) promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Which of the following provides an example of data? A. WHO ARE MY BEST CUSTOMERS? B. WHAT IS MY BEST-SELLING PRODUCT? C. WHAT IS MY WORST-SELLING PRODUCT? D. WHO IS CUSTOMER NUMBER 12345XX?

D. WHO IS CUSTOMER NUMBER 12345XX? Identification of a customer by number 12345XX is an example of data.

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing. TRUE or FALSE

FALSE A contact center or call center provides customer service representatives to answer customer inquiries and solve problems, usually by email, chat, or phone.

A variable is a business intelligence characteristic that stands for a value that cannot change over time. TRUE or FALSE

FALSE A variable is a data characteristic that can change over time

Business intelligence is both a core and extended ERP component. TRUE or FALSE

FALSE Business intelligence is an extended ERP component.

Buyer power is included as one of Porter's three generic strategies. TRUE or FALSE

FALSE Buyer power is included as one of Porter's five forces.

Call scripting falls under the category of the sales department's CRM tools. TRUE or FALSE

FALSE Call scripting falls under the category of the customer service department's CRM tools.

Production and materials management ERP components track employee information including payroll, benefits, compensation, and performance assessment and ensure compliance with all laws. TRUE or FALSE

FALSE Human resources ERP components track employee information including payroll, benefits, compensation, and performance assessment and ensure compliance with all laws.

Lettuce, tomatoes, patty, bun, and ketchup are included in the output of making a hamburger. TRUE or FALSE

FALSE Lettuce, tomatoes, patty, bun, and ketchup are included as inputs of making a hamburger.

Compare operational CRM and analytical CRM.

Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers. Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers. The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.

A back order is an unfilled customer order for a product that is out of stock. TRUE or FALSE

TRUE

Attracting new customers, decreasing costs, and entering new markets are all examples of successful business strategies. TRUE or FALSE

TRUE

Bread, cheese, and butter are included in the process of making a grilled cheese sandwich. TRUE or FALSE

TRUE

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis. TRUE or FALSE

TRUE

Competitive advantages provide the same product or service either at a lower price or with additional value that can fetch premium prices.E TRUE or FALSE

TRUE

In the basic supply chain, plan refers to preparing to manage all resources required to meet demand. TRUE or FALSE

TRUE

In the basic supply chain, return refers to supporting customers and product returns. TRUE or FALSE

TRUE

Information is data converted into a meaningful and useful context. The truth about information is that its value is only as good as the people who use it. People using the same information can make different decisions depending on how they interpret or analyze the information. TRUE or FALSE

TRUE

Inventory turnover is the frequency of inventory replacement. TRUE or FALSE

TRUE

MIS is a tool that is most valuable when it leverages the talents of people who know how to use and manage it effectively. TRUE or FALSE

TRUE

Order date, amount sold, and customer number are all forms of data. TRUE or FALSE

TRUE

SaaS ERP uses the cloud platform to enable organizations not only to unite around business processes but to gather cloud data across supplier networks and supply chains to drive greater efficiency in manufacturing projects. TRUE or FALSE

TRUE

Software customization modifies existing software according to the business's or user's requirements. TRUE or FALSE

TRUE

Technology provides countless business opportunities but can also lead to pitfalls and traps for a business. TRUE or FALSE

TRUE

The accounting and finance departments primarily use monetary data. TRUE or FALSE

TRUE

To combat business challenges, leaders communicate and execute business strategies (from the Greek word stratus for army and ago for leading). TRUE or FALSE

TRUE

With the Five Forces Model, companies should watch the forces in the market. If the forces are strong, competition generally increases, and if the forces are weak, competition typically decreases. TRUE or FALSE

TRUE

According to Porter's three generic strategies, Walmart is following a business strategy that focuses on broad market and low cost. TRUE or FALSE

TRUE An example of a business that uses the business strategy "broad market and low cost" is Walmart.

CRM predicting technologies help organizations identify their customers across other applications. TRUE or FALSE

TRUE CRM reporting technologies help organizations identify their customers across other applications.

What is a contact center or call center? A. A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. B. A system that allows customers to use the web to find answers to their questions or solutions to their problems. C. A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. D. A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

A. A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. A contact center or call center is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.

Which of the following offers an example where Porter's five forces are mostly weak and competition is low? A. AN INTERNATIONAL HOTEL CHAIN PURCHASING MILK B. A COFFEE SHOP C. A SINGLE CONSUMER PURCHASING MILK D. A DOG WALKING BUSINESS

A. AN INTERNATIONAL HOTEL CHAIN PURCHASING MILK With Porter's five forces model, these are all examples of weak forces, where it decreases competition: (1) an international hotel chain purchasing milk, (2) a company that makes airline engines, (3) cancer drugs from a pharmaceutical company, (4) a professional hockey team, and (5) Department of Motor Vehicles.

Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions? A. BUSINESS INTELLIGENCE B. EBUSINESS C. CUSTOMER RELATIONSHIP MANAGEMENT D. SUPPLY CHAIN MANAGEMENT

A. BUSINESS INTELLIGENCE These are the primary activities performed by business intelligence.

According to Porter, companies that wish to dominate broad markets should operate using a ________ strategy. A. COST LEADERSHIP WITH A LOW COST B. DIFFERENTIATION WITH A LOW COST C. COST LEADERSHIP WITH A HIGH COST D. ALL OF THESE

A. COST LEADERSHIP WITH A LOW COST According to Porter, broad markets should utilize cost leadership with a low cost and differentiation with a high cost.

Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns? A. CRM B. SCM C. ERP D. ALL OF THESE

A. CRM CRM application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns.

Which of the following operational CRM technologies does the customer service department typically use? A. Contact center, web-based self-service, call scripting B. Sales management, contact management, opportunity management C. List generator, opportunity management, cross-selling and up-selling D. List generator, campaign management, cross-selling and Up-selling

A. Contact center, web-based self-service, call scripting Contact center, web-based self-service, and call scripting are generally used by customer service departments.

What is the key word in ERP? A. ENTERPRISE B. RESOURCE C. PLANNING D. NONE OF THESE

A. ENTERPRISE

Shelby Black runs a very successful hair salon in downtown Los Angeles. One of Shelby's tasks is to input positive and negative customer reviews into her computer system. What type of information is Shelby gathering? A. FEEDBACK B. PROCESSING C. OUTPUT MANAGEMENT D. SALES PROCESSING

A. FEEDBACK Feedback is information that returns to its original transmitter (input, transform, or output) and modifies the transmitter's actions.

Feedback is information that returns to its original transmitter and modifies the transmitter's actions. What would the original transmitter include? A. INPUT, TRANSFORM, OUTPUT B. INPUT, TRANSFORM, OUTNUMBER C. OUTPUT, INPUT, PERFORMER D. INPUT, PROCESS, TRANSFORM

A. INPUT, TRANSFORM, OUTPUT Feedback is information that returns to its original transmitter and modifies the transmitter's actions. The original transmitter includes input - transform - output.

Which of the following represents the types of data commonly found in the finance department? A. MONETARY DATA B. TECHNOLOGY DATA C. PRODUCTION DATA D. EMPLOYEE DATA

A. MONETARY DATA Monetary data is most commonly found in the finance department.

Your boss, Kerry Miller, has asked you to analyze the soft drink industry using Porter's Five Forces model. Which of the following represents supplier power in the soft drink industry? A. PEPSI REQUIRES STORES THAT CARRY PEPSI PRODUCTS TO COMMIT TO MIN. ORDERS OF 1,000 CASES B. WALMART NEGOTIATES A LOWER COST PER BOTTLE FROM COKE IN EXCHANGE FOR PREMIUM SHELF SPACE IN EVERY WALMART STORE C. ZEVIA NATURAL DIET SODA BEGINS SELLING DIRECTLY OVER THE INTERNET D. VITAMIN WATER, FRUIT JUICE, COFFEE, ARE ALL BEVERAGE OPTIONS AVAILABLE TO CONSUMERS

A. PEPSI REQUIRES STORES THAT CARRY PEPSI PRODUCTS TO COMMIT TO MIN. ORDERS OF 1,000 CASES Supplier power in the soft drink industry is represented by Pepsi.

What modifies existing software according to the business's or user's requirements? A. SOFTWARE CUSTOMIZATION B. DATA INTEGRATION C. ELOGISTICS D. EPROCUREMENT

A. SOFTWARE CUSTOMIZATION Software customization modifies existing software according to the business's or user's requirements.

Your boss, Penny Dirks, has asked you to analyze the airline industry using Porter's three generic strategies. Which of the following companies are using a cost leadership strategy? A. SOUTHWEST, HORIZON, FRONTIER, JETBLUE B. BRITISH AIRWAYS, SINGAPORE AIRLINES, VIRGIN ATLANTIC C. SKY TAXI- A RENT BY THE HOUR PERSONAL PLANE SERVICE D. ALL OF THESE

A. SOUTHWEST, HORIZON, FRONTIER, JETBLUE Southwest, Horizon, Frontier, and JetBlue all use cost leadership business strategies.

Shawn McGill is on the executive board for ABC pharmaceuticals. The company produces the number one selling cancer fighting drug on the market. Due to its incredible success ABC pharmaceuticals has decided to increase the cost of the drug from $8 a pill to $15 a pill. Which force is ABC pharmaceutical using to increase its drug price? A. SUPPLIER POWER B. BUYER POWER C. THREAT OF FALSE ENTRANTS D. BUSINESS POWER

A. SUPPLIER POWER Supplier power is One of Porter's five forces, measures the suppliers' ability to influence the prices they charge for supplies (including materials, labor, and services).

What enables an organization to react more quickly to resolve supply chain issues? A. Supply chain event management B. Selling chain management C. Collaborative engineering D. Collaborative demand planning

A. Supply chain event management Supply chain event management (SCEM) enables an organization to react more quickly to resolve supply chain issues.

What is computer-aided design/computer-aided manufacturing (CAD/CAM)? A. Systems are used to create the digital designs and then manufacture the products B. A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things C. A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable D. Promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag

A. Systems are used to create the digital designs and then manufacture the products Computer-aided design/computer-aided manufacturing (CAD/CAM) systems are used to create the digital designs and then manufacture the products.

A system is a collection of parts that link to achieve a common purpose. Systems thinking is a way of monitoring ________________. A. THE ENTIRE SYSTEM B. A DIVISION WITHIN THE SALES ROLE C. THE EXECUTIVE TEAM D. THE COMPANY'S COMPETITORS

A. THE ENTIRE SYSTEM A system is a collection of parts that link to achieve a common purpose, where systems thinking is a way of monitoring the entire system by viewing multiple inputs being processed or transformed to produce outputs while continuously gathering feedback on each part.

Which activities do human resource components perform? A. Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for compliance with the legal requirements of multiple jurisdictions and tax authorities. B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. D. None of these

A. Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for compliance with the legal requirements of multiple jurisdictions and tax authorities. These are the primary activities performed by the human resource components.

Who are the primary users of ERP systems? A. Sales, marketing, customer service. B. Accounting, finance, logistics, and production. C. Customers, resellers, partners, suppliers, and distributors. D. All of these.

B. Accounting, finance, logistics, and production. The primary users of ERP systems are accounting, finance, logistics, and production.

What is selling chain management? A. Enables an organization to react more quickly to resolve supply chain issues B. Applies technology to the activities in the order life cycle from inquiry to sale C. Allows an organization to reduce the cost and time required during the design process of a product D. Helps organizations reduce their investment in inventory while improving customer satisfaction through product availability

B. Applies technology to the activities in the order life cycle from inquiry to sale Selling chain management applies technology to the activities in the order life cycle from inquiry to sale.

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace? A. ACCOUNTING B. CRM C. SALES D. HUMAN RESOURCES

B. CRM ERP vendors differentiate themselves by offering distinct functionality such as CRM and SCM.

What is an organization performing when it asks questions such as "why was customer revenue so high"? A. CRM reporting technologies B. CRM analyzing technologies C. CRM processing technologies D. CRM predicting technologies

B. CRM analyzing technologies Asking why customer revenue was so high is analyzing.

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on? A. CONTACT CENTER B. CUSTOMER SEGMENTATION C. CALL SCRIPTING SYSTEM D. UPLIFT MODELING

B. CUSTOMER SEGMENTATION Customer segmentation divides a market into categories that share similar attributes such as age, location, gender, habits, and so on.

What maintains customer contact information and identifies prospective customers for future sales? A. Sales management CRM system B. Contact management CRM system C. Opportunity management CRM system D. Sales force automation CRM system

B. Contact management CRM system This is the definition of contact management CRM systems.

What is key for business process support that spans functional areas and legacy systems? A. SOFTWARE CUSTOMIZATION B. DATA INTEGRATION C. ELOGISTICS D. EPROCUREMENT

B. DATA INTEGRATION Data integration is key for business process support that spans functional areas and legacy systems.

What is interactive voice response (IVR)? A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent B. Directs customers to use touch-tone phones or keywords to navigate or provide information C. A phone switch routes inbound calls to available agents D. All of these

B. Directs customers to use touch-tone phones or keywords to navigate or provide information This is the definition of interactive voice response.

What focuses on creating artificial intelligence devices that can move and react to sensory input? A. 3D PRINTING B. ROBOTICS C. DRONES D. RFID

B. ROBOTICS Robotics focuses on creating artificial intelligence devices that can move and react to sensory input

Which application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling? A. CRM B. SCM C. ERP D. ALL OF THESE

B. SCM SCM application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling.

Imagine you are creating a new product to sell in an up-and-coming market. Which of the following statements indicates that it would be difficult for you to enter this new market? A. THE THREAT OF NEW ENTRANTS' FORCE IS HIGH IN THE UP-AND-COMING MARKET B. THE THREAT OF NEW ENTRANTS' FORCE IS LOW IN THE UP-AND-COMING MARKET C. THE THREAT OF NEW ENTRANTS' FORCE IS HIGH DURING THE SUMMER MONTHS IN THE UP-AND-COMING MARKET D. ALL OF THESE DEPENDING ON THE TIME OF YEAR

B. THE THREAT OF NEW ENTRANTS' FORCE IS LOW IN THE UP-AND-COMING MARKET The threat of new entrants is high when it is easy for new competitors to enter a market and low when there are significant entry barriers to joining a market.

What is increasing the value of the sale? A. CROSS-SELLING B. UP-SELLING C. CAMPAIGN MANAGEMENT SYSTEM D. CUSTOMER SERVICE AND SUPPORT

B. UP-SELLING Up-selling is increasing the value of the sale.

What is a supply chain planning system? A. Views all areas up and down the supply chain in real time B. Uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory C. Ensures supply chain cohesion by automating the different activities of the supply chain D. Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain

B. Uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory Supply chain planning systems use advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory

Your boss, Ty Jacob, has asked you to analyze the music industry using Porter's Five Forces model. Which of the following represents buyer power in the music industry? A. ESTABLISHED RECORD LABELS LIKE EMI, SONY, UNIVERSAL B. WALMART, TARGET, ITUNES C. INDEPENDENT RECORD LABELS D. GAME SYSTEMS LIKE PLAYSTATION 4, SOCIAL NETWORKS LIKE FACEBOOK

B. WALMART, TARGET, ITUNES Buyer power in the music industry includes Walmart, Target, and iTunes who purchase music from record labels to sell online and in their stores.

What allows customers to use the web to find answers to their questions or solutions to their problems? A. CONTACT CENTER B. WEB-BASED SELF-SERVICE C. CALL SCRIPTING SYSTEM D. UPLIFT MODELING

B. WEB-BASED SELF-SERVICE Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Which of the following is a common customer service CRM metric? A. Number of new prospective customers. B. Number of marketing campaigns. C. Average time to resolution. D. Revenue generated by marketing campaigns.

C. Average time to resolution. The average time to resolution is a common customer service CRM metric.

Information technology can enable departments to efficiently and effectively perform their core _____________. A. FACTS B. FEEDBACK MECHANISMS C. BUSINESS OPERATIONS D. MEDIA ISSUES

C. BUSINESS OPERATIONS Information technology can enable departments to more efficiently and effectively perform their business operations.

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis? A. CROSS-SELLING B. UP-SELLING C. CAMPAIGN MANAGEMENT SYSTEM D. CUSTOMER SERVICE AND SUPPORT

C. CAMPAIGN MANAGEMENT SYSTEM Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Which of the following is not considered a core driver of the information age? A. INFORMATION B. BUSINESS INTELLIGENCE C. COMPETITIVE INTELLIGENCE D. DATA

C. COMPETITIVE INTELLIGENCE (does not belong) The core drivers of the information age include data, information, business intelligence, and knowledge.

Which of the following is not one of the five basic components of supply chain management? A. PLAN B. SOURCE C. COST D. DELIVER

C. COST Plan, source, make, deliver, and return are the five components of SCM.

Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution? A. CRM B. SCM C. ERP D. ALL OF THESE

C. ERP ERP application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution.

What provides web-based self-service tools that streamline and automate the human resource department? A. Partner relationship management B. Supplier relationship management C. Employee relationship management D. All of these

C. Employee relationship management This is the definition of employee relationship management.

What are the primary business benefits of an ERP system? A. Sales forecasts, sales strategies, and marketing campaigns. B. Market demand, resource and capacity constraints, and real-time scheduling. C. Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution. D. All of these.

C. Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution. The primary business benefits of an ERP system include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution.

What is materials management? A. The purchasing of goods and services to meet the needs of the supply chain B. Includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain C. Includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing D. Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain

C. Includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing Materials management includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.

What includes the increasingly complex management of processes, information, and communication to take a product from cradle to grave? A. INBOUND LOGISTICS B. OUTBOUND LOGISTICS C. LOGISTICS D. CRADLE TO GRAVE

C. LOGISTICS Logistics includes the increasingly complex management of processes, information, and communication to take a product from cradle to grave.

What is a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable? A. Computer-aided design/computer-aided manufacturing B. Maker movement C. Makerspace D. RFID electronic product code

C. Makerspace Makerspace is a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable.

Which activities do accounting and finance components perform? A. Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for compliance with the legal requirements of multiple jurisdictions and tax authorities. B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. D. None of these

C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. These are the primary activities performed by the accounting and finance components.

Amazon.com uses a customer profiling system whenever a customer visits its website. Using this system, Amazon can offer products tailored to that particular customer's profile and buying pattern. What is Amazon using to achieve this competitive advantage? A. RIVALRY B. BUYER POWER C. PRODUCT DIFFERENTIATION D. SUBSTITUTE PRODUCT

C. PRODUCT DIFFERENTIATION Product differentiation is an advantage that occurs when a company develops unique differences in its products with the intent to influence demand.

Which of the following represents the types of data commonly found in the operations management department? A. MONETARY DATA B. PAYROLL DATA C. PRODUCTION DATA D. EMPLOYEE DATA

C. PRODUCTION DATA Production data is most commonly found in the operations management department.

Your boss, Penny Dirks, has asked you to analyze the airline industry using Porter's three generic strategies. Which of the following companies are using a focused strategy? A. SOUTHWEST, HORIZON, FRONTIER, JETBLUE B. BRITISH AIRWAYS, SINGAPORE AIRLINES, VIRGIN ATLANTIC C. SKY TAXI- A RENT BY THE HOUR PERSONAL PLANE SERVICE D. ALL OF THESE

C. SKY TAXI- A RENT BY THE HOUR PERSONAL PLANE SERVICE Sky Taxi is using a focused strategy targeting individuals who want to hire private planes.

What is customer order cycle time? A. AN UNFILLED CUSTOMER ORDER FOR A PRODUCT THAT IS OUT OF STOCK B. THE TIME IT TAKES TO MANUFACTURE A PRODUCT AND DELIVER IT TO THE RETAILER C. THE AGREED UPON TIME BETWEEN THE PURCHASE OF A PRODUCT AND THE DELIVERY OF THE PRODUCT D. THE FREQUENCY OF INVENTORY REPLACEMENT

C. THE AGREED UPON TIME BETWEEN THE PURCHASE OF A PRODUCT AND THE DELIVERY OF THE PRODUCT Customer order cycle time: The agreed upon time between the purchase of a product and the delivery of the product.

What is McDonald's performing when it asks its customers if they would like to super-size their meals? A. CAMPAIGN MANAGEMENT B. CROSS-SELLING C. UP-SELLING D. DOWN-SELLING

C. UP-SELLING Up-selling is increasing the value of the sale.

What are drones? A. A process that builds—layer by layer in an additive process—a three-dimensional solid object from a digital model B. Uses electronic tags and labels to identify objects wirelessly over short distances C. Unmanned aircraft that can fly autonomously, or without a human D. Focus on creating artificial intelligence devices that can move and react to sensory input

C. Unmanned aircraft that can fly autonomously, or without a human Drones an unmanned aircraft that can fly autonomously, or without a human.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person? A. OPERATIONAL CRM B. ANALYTICAL CRM C. WEBSITE PERSONALIZATION D. LIST GENERATORS

C. WEBSITE PERSONALIZATION This is the definition of website personalization.

Your boss, Kerry Miller, has asked you to analyze the soft drink industry using Porter's Five Forces model. Which of the following represents a threat of a new entrant in the soft drink industry? A. PEPSI REQUIRES STORES THAT CARRY PEPSI PRODUCTS TO COMMIT TO MIN. ORDERS OF 1,000 CASES B. WALMART NEGOTIATES A LOWER COST PER BOTTLE FROM COKE IN EXCHANGE FOR PREMIUM SHELF SPACE IN EVERY WALMART STORE C. ZEVIA NATURAL DIET SODA BEGINS SELLING DIRECTLY OVER THE INTERNET D. VITAMIN WATER, FRUIT JUICE, COFFEE, ARE ALL BEVERAGE OPTIONS AVAILABLE TO CONSUMERS

C. ZEVIA NATURAL DIET SODA BEGINS SELLING DIRECTLY OVER THE INTERNET Zevia Natural Diet Soda represents a new entrant in the soft drink industry.