SCH Rutgers Taitt Test 3

Customer Service is?

A Performance Measure A Philosophy An Activity

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

Call Center Management

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

Customer Churn

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

The three general service strategies are?

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?

Edutainment

A country that imposes high tariffs encourages foreign-based companies to import goods T/F

False

Companies should adopt a Customer Relationship Management (CRM) strategy for every customer. T/F

False

Consolidation is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual deliveries going to multiple destinations. T/F

False

Edutailing is the term used to describe the new service distribution channel which combines retail and entertainment elements. T/F

False

Explicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects. T/F

False

Material that is imported through the use of a Foreign Trade Zone (FTZ) must be removed from the FTZ within 1 year to avoid fines or sanctions being imposed by US Customs and Border Protection on the Importer of Record. T/F

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. T/F

False

The major benefits of transportation regulation are that regulation encourages competition in the industry and allows shippers to negotiate prices directly with carriers. T/F

False

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

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. T/F

False

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

False

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

False

What is the term for the type of service distribution channel the helps to build market share and facilitate business when the owners have limited financial resources?

Franchising

Which one of the following would NOT be considered an acceptable strategy for managing capacity when the available service capacity exceeds the demand?

Hire more people to provide the service

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

Importer of Record

All of the following are dimensions of service quality, EXCEPT?

Insurance

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

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 is NOT one of the twelve pillars of competitiveness?

Recreation

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

Regional Trade Agreements

Which type of services involve things owned by the customer?

State Utility Services

Considering everything discussed in class about Transportation. Which statement BEST describes what Transportation Management involves?

Trade-off decisions between cost & timing of delivery, decisions about how to ship and negotiations regarding freight rates, terms and conditions.

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. T/F

True

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

True

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. T/F

True

Pre-transaction elements of customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure. T/F

True

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

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. T/F

True

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

When using a Level Demand Strategy to manage service capacity, the service provider varies their capacity to match demand so that they can handle fluctuations in customer demand. T/F

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 FTZ

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.