Exam 3- Final Business 230

Which of the following examples is most likely to be in the public domain? A. A 20-year old song from Canada B. A cartoon film C. An "over the air" network TV show D. A photo on NASA's website

D. A photo on NASA's website

What can analytical CRM modeling tools discover? A. Identify opportunities for expanding customer relationships B. Identify opportunities for cross-selling C. Identify opportunities for up-selling D. All of these

D. All of these

Which of the following is one of the business areas of supply chain management A. Logistics B. Procurement C. Materials management D. All of these

D. All of these

Which of the following represents operational CRM? A. Supports traditional transactional processing B. Supports day to day front office operations C. Supports operations that deal directly with the customers D. All of these

D. All of these

A ____ excels when it comes to installing, configuring, and supporting computer systems A. Network Admin B. Software engineer C. database admin D. Computer support specialist

D. Computer support specialist

_____, which are products of the mind, can be quite valuable even though they may not always take on a physical form A. Digital footprints B. Artificial intelligence C. Digital rights D. Intellectual property

D. Intellectual property

What complies customer information from a variety of sources and segments the information for the different marketing campaigns A. Campaign management system B. Cross-selling C. Up-selling D. List generator

D. List generator

Which of the following operational CRM technologies does the marketing department typically use? D. List generator, campaign management, cross selling, and upselling

D. List generator, campaign management, cross selling, and upselling

What is an RFID's electronic product code? A. system used to create digital designs and hen 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 by serial numbers

D. Promotion of serialization or the ability to track individual by serial numbers

Which of the following automates the different steps and stages of supply chain? A. Bullwhip effect B. Demand planning software C. Supply chain planning software D. Supply chain execution software

D. Supply chain execution software

_____ is the act of being annoying and antagonistic in online social interactions A. Piracy B. Attribution C. Flaming D. Trolling

D. Trolling

_____ is a global, online organization that offers whistleblowers an anonymous may of posting information and submitting evidence A. OLPC B. DMCA C. MtGox D. WikiLeaks

D. WikiLeaks

The ______ effect occurs when distorted products demand information passes from one entity to the next throughout the supply chain A. negative demand B. distortion C. Chaos D. bullwhip

D. bullwhip

Which of the following is of a principle of supply chain management A. customize the logistics network and focus intestinally on service requirements B. Listen to signals of market demand and plan accordingly C. Segment customers by service needs and then tailor services to those particular segments D. listen to signals from telecommunications equipment

D. listen to signals from telecommunications equipment

Back office operations deal directly with the customer

FALSE

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

FALSE

Call scripting occurs when a customer service rep answers customer inquires and solves problems by email and IMing

FALSE

Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer

FALSE

In the basic supply chain, return refers to prepare to manage all resources required to meet demands

FALSE

Inventory cycle time is the frequency of replacement

FALSE

Opportunity management CRM occurs when a website has stored enough data about a persona likes and dislikes to fashion often more likely to appeal to that person

FALSE

Plan, source, give, get, and return are the five basic supply chain management components

FALSE

The Internet can completely replace the phone and face to face communications with customers

FALSE

The business world is shifting from customer focus to product focus

FALSE

The primary difference between operational CRM and analytical RM is the direct interaction between the organization and its suppliers

FASLE

SEO specialists are normally sought after for their expertise in editing photos and designing layouts for websites

False

Consumer behavior, competition, visibility, and speed are the four changes resulting from advances in technology that are driving supply chains

TRUE

Customer service and support is a part of operational CRM that automates service requests, complaints, product returns, and information requests

TRUE

Deploy in incremental phases and measure and communicate success is one of the keys to success for SCM.

TRUE

Effective and efficient supply chain manages systems can enable an organization to decrease the power of its buyers

TRUE

In the basic supply chain, deliver refers to planning for transportation of goods to customers

TRUE

In the basic supply chain, return refers to supporting customers and product returns

TRUE

In the basic supply chain, source refers to building relationships with suppliers to procure raw materials

TRUE

Inventory cycle time is the time it takes to manufacture a product and deliver it to the retailer

TRUE

Inventory turnover is the frequency of inventory replacement

TRUE

Plan, source, make, deliver, and return are the five basic supply chain management components

TRUE

Products are distributed to customers and their downstream customers at all levels

TRUE

opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales

TRUE

A web developer creates and maintains websites for organizations

True

Like many businesses, schools have acceptable use policies to describe the appropriate use of their computers

True

Many companies are creating a position for social media strategies who are experts in sales and marketing using the World Wide Web and social media tools

True

Moat Population centers now have a municipal or private program that encourages the recycling of old and broken computers and peripherals.

True

Nothing posted to social media services or anywhere else on the internet should be considered private

True

Today's videos are quite complex and require programming for user interaction realistic motion and physics, and even intelligent character behavior

True

Your public, online activity may not only affect your ability to be hired, but it could also place you at risk of losing your job if you make your company look negative or careless.

True

_____systems can include anything from sophisticated programs that answer questions to futuristic robots that can think and act like humans A. Al B. biotechnology C. Nanotechnology D. SEO

A. Al

What is a backorder? A. An unfilled customer order for a product that is out of stock

A. An unfilled customer order for a product that is out of stock

What supports back office operations and strategic analysis amd includes all systems that do not deal directly with the customers? A. Analytical CRM B. Operational CRM C. Personalization D. All of these

A. Analytical CRM

_____occurs when computers or machines can perform the work that was once done by a human A. Automation B. Outsourcing C. Telecommuting

A. Automation

Which of the following metrics represents an unfilled customer order for a product that is out of stock? A. Back order B. Inventory cycle time C. Customer order cycle time D. Inventory turnover

A. Back order

What is it called when distorted product-demand information ripples from one part to the next throughout the supply chain? A. Bullwhip effect B. Demand planning system C. Supply chain planning systems D. Supply chain execution systems

A. Bullwhip effect

Which of the following companies offer both free and paid subscription streaming for many shows? A. Hulu B. Netflix C. Pandora D. Spotify

A. Hulu

The term _____ refers to the set of online behaviors that are considered polite and proper A. Netiquette B. fair use C. acceptable use D. Attribution

A. Netiquette

A _____ is responsible for configuring and maintaining networks and communication systems A. Network Admin B. Software engineer C. database admin D. COmputer support speicalist

A. Network Admin

What automates each phrase of the sales process, helping individual sales representatives coordinate and organize all of their accounts? A. Sales management CRM system B. Contact management CRM systems C. Opportunity management CRM systems D. All of these

A. Sales management CRM system

What is the maker movement A. Systems used to create the digital designs and then manufacture the products B. A cultural trend that places value on an individuals ability to be a creator of things as well as a consumer of things C. A community center that provides technology

B. A cultural trend that places value on an individuals ability to be a creator of things as well as a consumer of things

Many websites have an ____ area that should be checked for common questions and their responses A. AUP B. FAQ C. DRM D. SEO

B. FAQ

Today's web browsers include a feature that will delete all of your browsing ____ with a single click. A. Settings B. History C. Connections

B. History

_________ robots are those that are created to imitate the appearance or capabilities of humans A. Biotech B. Humanoid C. Turing D. Intellectual

B. Humanoid

Which of the following is a popular test of a systems ability to think? A. Empathy test B. Turning test C. Benchmark D. PassMark

B. Turning test

A ______ specializes in developing plans and recommendations that meet the software and system needs of an organization A. Network Administrator B. system analysts C. Social Media strategist D. Computer support analyst

B. system analysts

When using a discussion forum, placing your message in the correct ____ will maximize your chances of getting a reply A. FAQ B. thread C. log D. domain

B. thread

What is a makerspace? A. Systems are used to create the digital designs and then manufacture the product B. A cultural trend that places value on an individuals 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. Serialization of the ability to track individual items by suing the unique serial number

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

CRM allows an organization to accomplish all of the following except: A. Provide better customer service B. Make call centers more effiencnt C. Complicate marketing and sales processes D. Help sales staff close deals faster

C. Complicate marketing and sales processes

Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product A. Back order B. Inventory cycle time C. Customer order cycle time D. Inventory turnover

C. Customer order cycle time

_____ are files that record activities and events on a computer A. Digital footprints B. Policies C. Logs D. Threads

C. Logs

_______Involves the creation or manipulation of matter at the smallest possible scale A. Al B. SEO C. Nanotechnology D. Biotechnology

C. Nanotechnology

In the world of computing, ___ means acquiring or exchanging copies of protected digital creations without payment or permission from their creator. A. Empathy B. Copyright C. Piracy D. Liencsing

C. Piracy

Posting a message to a discussion forum that is completely off topic or appears to be promoting something may be considers ___ by the user community A. cyberbullying B. Flaming C. Spam D. Netiquette

C. Spam

What is a customer order cycle time? C. The agreed upon time between the purchase of a product and the delivery of the product

C. The agreed upon time between the purchase of a product and the delivery of the product

What is McDonalds performing when it asks its customers if they want to supersize their meal? A. Campaign management system B. Cross-selling C. Up-selling D. Down selling

C. Up-selling

What occurs when a website can know enough about a persons 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

C. Website personalization

_____ is responsible for configuring, maintaining, and securing an organizations database A. Network admin B. software engineer C. database administrator computer support specialist

C. database administrator