Intro to SCM Ch.9-12 Quizzes

Customer Service is? - A Philosophy - An Activity - A Performance Measure - All of the above - None of the above

All of the above

Which one of the following is NOT a Sales Face Automation tool? - Lead Management - Call Center Management - Knowledge Management - Sales Territory Management

Call Center Management

Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations? - Criminal Penalties - Capital Punishment - Civil Penalties - Statutory Sanctions

Capital Punishment

Which warehouse 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 - Private Warehouse - Public Warehouse

Contract Warehouse

Which warehousing process is considered a Lean concept because it eliminates he need to store inventory, and reduces transportation - Break-Bulk Warehousing - Third Party Logistics - Consolidation Warehousing - Cross Docking Warehousing

Cross Docking Warehousing

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? - Revenue Exodus - Customer Churn - Reneging - Customer Retention - Balking

Customer Churn

U.S Customs and Border Protection is part of what U.S Federal Department? - Department of Commerce - Department of Transportation - Department of Homeland Security - Department of Justice

Department of Homeland Security

Foreign and domestic merchandise may be moved into Foreign Trade Zones (unless prohibited by law), for activities such as storage, exhibition, assembly, manufacturing, and processing

True

The three general service strategies are? - Differentiation, Focus, and Cost Leadership - Pure, End Product, and State Utility - Manufacturing, Service, and Retail - Mass-Production, Make-to-Order, and General Services - Profit-based, Nonprofits, and Free Services

Differentiation, Focus, and Cost Leadership

Which one of the following terms refers to a service industry distribution channel that combines learning with entertainment to appeal to customers looking for substance along with play? - Entertailing - Franchising - Edutainment - Eatertainment

Edutainment

Which Transportation Company Classification is described as a person or company specializing in transporting commodities exempt from regulation by the Interstate Commerce Act? - Private Carrier - Contract Carrier - Common Carrier - Exempt Carrier

Exempt Carrier

Which of the following is NOT one of the four primary activities of Service Response Logistics? - Facilitating Goods - Service Quality - Waiting Times - Distribution Channels

Facilitating Goods

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

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

The optimal capacity utilization for a service organization is 100%

False

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

Themed restaurants such as the ESPN zone, Rainforest Cafe, and Chuck E. Cheese, are all examples of Entertailment facilities

False

Which of the following is NOT one of the key tools and components of CRM? - Cross Selling and Up-Selling - Predicting Customer Behaviors - Generalizing Customer Communications - Target Marketing

Generalizing Customer Communications

Which one of the following is NOT one of the functions of the World Trade Organization? - Providing aid for developing countries - Helping to combat emergencies, such as the worldwide pandemic - Helping to resolve trade disputes - Monitoring trade policies

Helping to combat emergencies, such as the worldwide pandemic

What type of warehouse networking strategy would you be using if you positioned your warehouses somewhere midway between the supply sources and the customers to try to balance costs, inventory, and customer service? - Dynamically Positioned - Intermediately Positioned - Product Positioned - Market Positioned

Intermediately Positioned

Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization? - Source Factory - Contributor Factory - Offshore Factory - Lead Factory - Server Factory - Outpost Factory

Lead Factory

If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives includes all of the following EXCEPT? - Make customers wait for the service - Make service workers wait for the customers - Turn customers away - Increases service capacity

Make service workers wait for the customers

Which warehouse location strategy would most likely be used if a company has many more customers than suppliers? - Intermediately Positioned Strategy - Dynamically Positioned Strategy - Market Positioned Strategy - Product Positioned Strategy

Market Positioned Strategy

Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast-food restaurant - Single channel, single phase - Multiple channels, multiple phases - Single channel, multiple phases - Multiple channels, single phase

Multiple channels, multiple phases

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 - Contributor Factory - Server Factory - Outpost Factory - Lead Factory - Source Factory

Offshore 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? - Customer churn - Customer management - Post-transaction customer service - Pre-transaction customer service

Post-transaction customer service

Which one of the following carrier types generally transports goods for the company that owns the carrier? - Common carrier - Private carrier - Contract carrier - Exempt carrier

Private carrier

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)? - Pipeline - Truck - Rail - Air

Rail

Which of the following is NOT one of the twelve pillars of competitiveness? - Infrastructure - Goods Market Efficiency - Regional Trade Agreements - Technological Readiness

Regional Trade Agreements

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? - Capacity Utilization - Service Capacity - Productivity Potential - Service Throughput

Service Capacity

Which one of the following is NOT one of the Five Dimensions of Service Quality? - Serviceability - Tangibles - Assurance - Empathy

Serviceability

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? - Source Factory - Server Factory - Contributor Factory - Offshore Factory - Outpost Factory - Lead Factory

Source Factory

Because of air transport is so expensive the best cargo candidates for air shipments are products with a high cost-to-weight ratio

True

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications

True

FOB Origin requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller

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

The WTO is the only global international organization dealing with the rules of trade between nations

True

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? - Sharing cross-trained employees - Utilizing technological tools like computers and automated systems - Utilizing fewer facilitating products - Using customers to provide services

Utilizing fewer facilitating products

Pre-transaction elements of a customer service include thins such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure

True