Introduction to Supply Chain Management Test 3 Review

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

Facilitating Goods

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

Third-party logistics providers are used extensively by companies in the domestic market and rarely ever used for international business.

False

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources?

Source Factory

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is?

World Trade Organization

The term used to describe when a potential customer refuses to join the queue or waiting line is?

Balking

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

Capital Punishment

Which Transportation Company Classification is described as a person or company who transports freight under contract to limited number of shippers?

Contract Carrier

Which warehouse ownership 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

Which global facility type is focused on product development and engineering for products that they manufacture?

Contributor Factory

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

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? Correct answer:

Customer Churn

The concept of predicting the net profit which could be attributed to the entire future relationship with a specific customer is known as?

Customer Lifetime Value

Which type of global logistics intermediary moves global shipments through customs and handles the documentation?

Customs Broker

The release of technology (or the source code for technology) which is subject to Export Administration Regulations, to a foreign national (i.e., non-US citizen) located within the United States, is known as?

Deemed Export

Which one of the following is NOT an activity typically performed by a company's call center?

Determining inventory levels of critical products.

Which type of services offer tangible components along with the service component?

End Product Services

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 retailer with two cash register lines/checkout stations open is an example of a single-channel, multiple-phase queuing system.

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

False

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

False

Keeping an existing customer costs 5-10 times as much as finding a new customer

False

Motor carrier (i.e., trucking) is the most reliable mode of transportation.

False

Owning a private warehouse provides a manufacturing company with control and flexibility without presenting a financial risk.

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 logistics practice of unloading materials from an incoming truck or railcar and loading these materials directly onto outbound trucks or railcars, with little or no storage in between, is known as consolidation.

False

The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification.

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

The transportation term of sale known as Free on Board (F.O.B.) 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 Café, and Chuck E. Cheese, are all examples of Entertailment facilities Incorrect answer:

False

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

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

Generalizing Customer Communications

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

Helping to combat emergencies, such as the worldwide pandemic

What is the common name of the warehouse network that is configured with a centralized warehouse which holds most of the inventory linked to a series of smaller geographically dispersed warehouses which hold only a small amount of inventory to support their local area in the immediate time frame?

Hub and Spoke

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

Importer of Record

What type of warehouse network 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?

Intermediately Positioned

The goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT?

Lower inventory levels

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 customers wait for the service -Make service workers wait for the customers -Turn customers away -Increase service capacity

Make service workers wait for the customers

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

True

A customer joins one of several available lines at a typical fast-food restaurant where there are several counter staff members ready to take orders, supported by a common kitchen staff preparing the food. What type of Queuing System is being used at this restaurant?

Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel

Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast food restaurant

Multiple channels, multiple phase

Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities?

Outpost Factory

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

Picking

Sales Force Automation tools are used for documenting field sales activities, communications with the home office, and retrieving sales history. Which one of the following is NOT one of those tools?

Queuing System Management

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)?

Rail

The term used to describe when a potential customer decides to leave the queue or waiting line is?

Reneging

Which type of services involve things owned by the customer?

State Utility Services

When an international shipment reaches the US, the Importer of Record must file entry documents at the port of entry. The goods are not legally entered into US commerce until all of the following criteria are met, EXCEPT?

The Shippers Export Declaration (SED) has been submitted to CBP.

Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies?

They warehouse and distribute your products, and potentially perform some other value-added processes.

Which transportation mode has the most accessibility?

Truck

A service bundle includes explicit services, facilities and equipment, facilitating goods, and implicit services

True

Explicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel

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

Tariffs or duties are taxes imposed by governments on imported goods

True

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

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

True

The Weighted-Factor Rating Model is one of the methods used to compare the attractiveness of several global locations along a number of quantitative and qualitative dimensions.

True

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

True

The length of time that customers are willing to wait for service before leaving, or before lowering their perception of the quality of the service company is directly related to the effectiveness of the queueing system being used by the service company to manage customers.

True

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as?

Up-Selling

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 -Using customers to provide services -Utilizing fewer facilitating products

Utilizing fewer facilitating products

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

True