Taitt Final Exam (Uploaded Review Questions)
When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events, like birthdays and anniversaries, this is referred to as? A.Event-based marketing B.Segmented selling C.Personal holiday marketing D. Extreme segmentation marketing
A. Event-based marketing
Which of the following strategic foreign facilities is set-up primarily to produce products at a low cost with minimal technical and managerial resources? A.Offshore Factory B.Server Factory C.Source Factory D.Outpost Factory
A. Offshore Factory
The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as? A.Service Capacity B.Capacity Utilization C.Productivity Potential D.Service Throughput
A. Service Capacity
A right-to-work law allows employees to decide for themselves whether or not they want to join or financially support a union. A.True B.False
A. True
A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services. A.True B.False
A. True
Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio. A.True B.False
A. True
FOB destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination; whereas with FOB origination the buyer takes ownership immediately upon shipment. A.True B.False
A. True
Private warehouses refer to warehouses that are owned by the company that also owns the goods being stored. A.True B.False
A. True
Some of the ways 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 A.True B.False
A. True
The WTO is the only global international organization dealing with the rules of trade between nations. A.True B.False
A. 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 completed eliminated from both e-mail and traditional mailing lists. A.True B.False
A. True
When a customer takes their automobile to a carwash, the carwash provides state utility to the vehicle. A.True B.False
A. True
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? A.Utilizing fewer facilitating products B.Utilizing technological tools like computers and automated systems C.Cross-training and sharing employees D.Using customers to provide services
A.Utilizing fewer facilitating products
Which of the following would be considered a "quality-of-life" issue in making a global location decision? A.Currency Stability B.Community Safety C.Proximity to Markets D.Access to Suppliers
B. Community Safety
The acts of receiving shipments, breaking down shipments, repackaging shipments, and distributing components to a manufacturing location or finished products to customers by a distribution center is referred to as? A.Piggy backing B.Cross docking C.Transshipping Customs Brokering
B. Cross docking
Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as:? A.Balking B.Customer churn C.Clickstream defection D.Revenue exodus
B. Customer churn
A country that imposes high tariffs encourages foreign-based companies to import goods. A.True B.false
B. False
A small LTL shipment that originates on a truck in Los Angeles and is moved to Phoenix where it is unloaded and put onto another truck for final shipment to Denver would be considered an intermodal shipment since it utilizes more than one vehicle during shipment. A.True B.False
B. False
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. A.True B.False
B. False
Balking occurs when customers decide to leave the queue after some length of waiting time in the queue. A.True B.False
B. False
Cloud computing is a term used to describe how a customer navigates a website. A.True B.False
B. 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. A.True B.False
B. False
The optimal capacity utilization for a service organization is 100%. A.True B.False
B. False
Themed restaurants such as the ESPN zone (sports theme), Rainforest Cafe (jungle theme), and Chuck E. Cheese (kids theme) are all examples of Entertailment facilities. A.True B.False
B. False
Transportation regulation and deregulation both have their supporters. Proponents of regulation consider it to be good since it encourages competition and allows price negotiations. A.True B.False
B. 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. A.True B.False
B. False
When web sites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling. A.True B.False
B. 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? A.Customer churn B.Post-transaction customer service C.Customer management D.Pre-transaction customer service
B. Post-transaction customer service
Which of the following is a required element of an effective CRM initiative? A.Sending out promotional materials by e-mail to a large random group of a potential customers B.Segmenting customers C.Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system D.All of the above
B. Segmenting customers
The three generic competitive service strategies are:? A.profit-based, nonprofits, and free services B.cost leadership, differentiation, and focus C.manufacturing, service, and retail D.mass-production, make-to-order, and services
B. cost leadership, differentiation, and focus
When a number of interconnected companies and institutions from a particular field are located in a single geographic location, that location is referred to as? A.Regional Business Center B.Metroplex C.Business Cluster D.Industrial Point
C. Business Cluster
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? A.Duty-free Territory B.International Cross Docking Zone C.Foreign Trade Zone D.International Processing Center
C. Foreign Trade Zone
All of the following are included in the five dimensions of service quality EXCEPT:? A.Reliability B.Responsiveness C.Reasonability D.Assurance
C. Reasonability
Which of the following items would be considered a facilitating product? A.The automobiles washed by the car wash B.The suits being cleaned by the dry cleaner C.The tools used to fix your car at an auto shop D. All of these
C. The tools used to fix your car at an auto shop
Which of the following modes of cargo transport can be characterized as being the most inexpensive and very slow, yet good for transporting very heavy goods a long-distance? A.Air carriers B.Rail carriers C.Water carriers D.Motor carriers
C. Water Carriers
Amazon.com has decided to send customers of the Hunger Games books an e-mail with suggestions for books with similar themes and has also offered them a 20% discount if those suggested books were purchased. This type of marketing/promotion is an example of:? A.Target marketing B.Segmented selling C.Clickstream selling D.Cross-selling
D. Cross-selling
Which of the following is NOT consistent with a decentralized warehousing system? A.Higher safety stocks required B.Shorter lead times C.Lower transportation fees D.Lower total operating costs
D. Lower total operating costs
Which of the following carriers typically transports goods for the company that owns the carrier? A.Common carrier B.Exempt carrier C.Contract carrier D.Private carrier
D. Private carrier
