Test 3 Scm

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

Companies work very hard to reduce the number of their current customers who decide not to return (i.e., not to buy from the company again). This customer defection is commonly referred to as?

Customer churn

Which of the following is a required element of an effective CRM initiative?

segmenting customers

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 of the product immediately upon shipment.

True

Service capacity is typically measured as the number of customers the service operation can serve in a given time period

True

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling.

False

Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?

Picking

Which type of services involve things owned by the customer?

State Utility Services

A 4PL, commonly referred to as a lead logistics provider, is a trucking company that also provides tracking services

False

The greater the desired customer level is, the more warehouses the company may need to have, but the tradeoff is maintaining a lower inventory level.

False

Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects

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

True

Which of the following is NOT a Sales Force Automation tool?

Call Center Management

Which new service distribution channel can be described as combining retail with entertainment elements?

Entertailing

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?

Event-based marketing

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

A country that imposes high tariffs encourages foreign-based companies to import goods.

False

A small Less-Than-Truckload (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.

False

Keeping an existing customer costs 5-10 times as much as finding a new 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 transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions.

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.

False

Global location decisions involve all of the follow EXCEPT?

How: Determining how the facility will operate

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, competitors, and research facilities

Outpost 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?

Post-transaction customer service

Which of the following is NOT one of the ways that service products are different from physical products?

Services are generally tangible

Which of the following items would be considered a facilitating product?

The tools used to fix your car at an auto shop

Tariffs or duties are taxes imposed by governments on imported goods.

True

The three general service strategies are?

cost leadership, differentiation, and focus

Which type of queueing system can be described as being formed virtually using technology?

Mobile queue

The owner of purchaser of imported goods is known as the...?

Importer of Record

Which transportation mode has the lowest per unit cost?

Pipeline

Which queueing system design involves multiple servers acting in a series such as a in a formal sit-down restaurant

Single channel, multiple phase

Balking occurs when customers decide to leave the queue after some length of time waiting in the queue.

False

The optimal capacity utilization for a service organization is 100%.

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

Which of the following is NOT one of the key tools and components of CRM?

Generalizing Customer Communications

Which of the following is NOT one of the functions of the World Trade Organization?

Helping to combat emergencies, such as the worldwide pandemic

Which of the following is NOT consistent with a decentralized warehousing system?

Lower total operating costs

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 global facility type describes a factory set up in an area with an abundance of advance suppliers, competitors, and research facilities

Outpost Factory

All of the following are included in the five dimensions of service quality EXCEPT?

Reasonability

Which of the following is NOT one of the twelve pillars of competitiveness

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?

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.

True

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

True

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

True

The term "private warehouse" refers to warehouses that are owned by the company that also owns the goods being stored.

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

When a customer takes their automobile to a car wash to be cleaned, the car wash is providing the type of service known as State Utility.

True

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

Utilizing fewer facilitating products

Which one of the following carrier types generally transports goods for the general public (i.e., anyone who has a shipment to make)?

Common carrier

Which warehouse process is considered a Lean concept because it eliminates the need to store inventory, and reduces transportation?

Cross Dock Warehousing

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 adopt a Customer Relationship Management (CRM) strategy for every customer.

False

Companies should invest time and effort in developing CRM programs for every customer

False

Reverse Logistics involves the process of moving a product from point of origin to the point of consumption to recapture value or ensure proper disposal.

False

Which of the following modes of cargo transport can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy, very bulky, and containerized cargo?

Water carriers

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

Which of the following is NOT one of the dimensions of service quality?

Apathy

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

All of the above

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?

Business Cluster

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 of the following would be considered a "quality-of-life" issue in making a global location decision?

Community Safety

Which ownership type provides the advantage of providing the client with specialized services tailor-made to suit their needs without the disadvantages of high startup cost?

Contract warehouse

The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as?

Cross docking

Transportation regulation and deregulation both have their supporters. Proponents of regulation consider it to be good since it encourages competition and allows price negotiations.

False