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