supply chain final study guide

The goals and benefits of a good customer relationship management program include all of the following EXCEPT? -Automation of repetitive tasks -Growth of the customer base through referrals -Lower inventory levels -increasing sales effectiveness

Lower inventory levels

Which of the following is a required element of an effective CRM initiative? -All of these answer choices are correct -Segmenting customers -Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system -Sending out promotional materials by e-mail to a large random group of a potential customers

-Segmenting customers

Companies need a Customer Relationship Management program in order to? -None of the other answer choices are correct -Retain their Existing Customers -Meet the Changing Expectations of Customers -Acquire New Customers -All of these answer choices are correct

All of these answer choices are correct

Companies need a customer Relationship Management program in order to? -Retain their existing customers -meet the changing expectations of customers -acquire new customers -None of these answer choices are correct -All of these answer choices are correct

All of these answer choices are correct

Which one of the following is NOT one of the dimensions of service quality? Responsiveness Tangibles Assurance Apathy

Apathy

The term used to describe when a potential customer refuses to join the queue or waiting line is ? -queue arrival -Balking -Reneging -Waiting Time Management

Balking

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? -Regional business center -Business cluster -metroplex -industrial point

Business cluster

Which of the following would be considered a "quality-of-life" issue in making a global location decision? Community Safety Currency Stability Proximity to Markets Access to Suppliers

Community Safety

Which transportation company classification is described as a person or company who transports freight under contract to limited number of shippers? - exempt carrier -Private carrier -Common carrier -Contract carrier

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 start up costs? -public warehouse -private warehouse -contract warehouse

Contract warehouse

In the context of importing and exporting in international trade management, what does the acronym COO reference? -Change of ownership -Cost of operation -Certificate of origin -Certificate of occupancy -Country of origin

Country of origin

The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as? Piggy Backing Trans Shipping Customs Brokering Cross Docking

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? -Reneging -Balking -Customer retention -Revenue exodus -Customer Churn

Customer Churn

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 Technology Transfer Technology Export Shippers Export Declaration

Deemed Export

Global location decisions involve all of the following EXCEPT? -who -what -where -how

Determining how the facility will operate

The three general service strategies are? -Profit-based, Nonprofits, and Free Services -Differentiation, Focus, and Cost Leadership -Pure, End Product, and State Utility -Mass-Production, Make-to-Order, and General Services -Manufacturing, Service, and Retail

Differentiation, Focus, and Cost Leadership

Which new service distribution channel can be described as combining retail with entertainment elements? Edutainment Eatertailing Edutailing Eatertainment Entertailing

Entertailing

If I was the seller of a product and I wanted to transfer ownership of that product to the buyer immediately upon shipping it to the buyer, and have the buyer pay for the shipping cost and any insurance costs, which of the following Freight terms would be the most appropriate to use for this shipment? -F.O.B destination -F.O.B Origin

F.O.B Origin

Which of the following statements is true? -FTL is used when you have enough volume to fill a truck or you don't want any other companies goods on the truck with your product -FTL is only used for short distances -LTL is generally a faster delivery method than FTL -LTL is less costly per unit than FTL

FTL is used when you have enough volume to fill a truck or you don't want any other companies goods on the truck with your product

A 4PL, commonly referred to as a lead logistics provider, is a trucking company that also provides trucking services. True or false?

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. true or false?

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. true or false?

False

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

False

Companies should adopt a customer relationship management (CRM) strategy for every customer. True or false?

False

Companies should invest time and effort in developing CRM programs for every customer true or false?

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. True or False?

False

Eatertailing is the term used to describe the new service distribution channel which combines restaurants and entertainment elements. True or false?

False

Edutailing is the term used to describe the new service distribution channel which combines retail and entertainment elements? True or false?

False

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

False

The FOB origin requires that the suppler legally retain ownership of the product being shipped until it reaches the destination True or false?

False

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

False

The transportation term of sale known as the Free on Board (FOB) origin requires that the seller retain ownership of the product from the point of origin until it reaches the buyers destination. True or false?

False

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

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. true or false?

False

When websites suggest other items for purchase based on already purchased items this is an example of click bait selling. True or false?

False

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

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? International Processing Center Foreign Trade Zone Duty-free Territory International Cross Docking Zone

Foreign Trade Zone

What is the term for the type of service distribution channel that helps to build Market share and facilitate business when the owners have limited financial resources? -entertailing -eatertainment -Franchising -international expansion -edutainment

Franchising

Which of the following is NOT one of the key tools and components of CRM? -Cross selling and upselling -Generalizing customer communications -Predicting customer behaviors -Target marketing

Generalizing customer communications

U.S customs and border protection is part of what U.S federal department? -Department of Justice -Department of transportation -Department of Homeland security -Department of Commerce

Homeland security

Which of the following is NOT a transportation pricing consideration? -Terms of sale -Value of service -Implicit service -Cost of service

Implicit service

What is the term for the use of multiple modes of transportation to execute a single transport shipment? Intermodal Combination Shipping Multi-Modal Trans-Modal

Intermodal

What is the term of multiple modes of transportation to execute a single transport shipment? -Intermodal -Combination shipping -trans-Modal -Multi-modal

Intermodal

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

Make service workers wait for the customers

Which type of queueing system can be described as being formed virtually using technology? Unstructured queue Structured queue Stationary queue Mobile queue

Mobile queue

Which global facility type is setup in an area with an abundance of advance suppliers, competitors, and research facilities? -Source factory -Offshore factory -Lead factory -Outpost factory -Contributor factory -Server factory

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 ? -Customer management -Post-transaction customer service -Pre-transaction customer service -Customer churn

Post-transaction customer service

Which of the following is NOT one of the key tools and components of CRM? Event Based Marketing Target Marketing Cross Selling and Up-Selling Predicting Supplier Behaviors

Predicting Supplier Behaviors

Which one of the following carrier types generally transports goods for the company that owns the carrier? -contract carrier -exempt carrier -common carrier -private carrier

Private carrier

Which warehouse ownership type provides the most flexible contract terms? Private Warehouse Contract Warehouse Public Warehouse

Public Warehouse

Which warehouse ownership type provides the most flexible contract terms? -Private warehouse -Contract warehouse -Public warehouse

Public warehouse

Which of the following is NOT one of the twelve pillars of competitiveness? Infrastructure Goods Market Efficiency Technological Readiness Regional Trade Agreements

Regional Trade Agreements

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as? -Customer Appreciation Marketing -Target Marketing -Relationship Marketing -Event-Based Marketing

Relationship Marketing

The term used to describe when a potential customer decides to leave the queue or waiting line is? Balking Reneging Waiting Time Management Queue Arrival

Reneging

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 Throughput Capacity Utilization Service Capacity Productivity Potential

Service Capacity

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? -Single channel, Multiple phase, Multiple servers acting in series -Multiple channel, Multiple phase, Multiple servers acting in parallel -Single channel, Single phase, Single server -Multiple channel, Single phase, Single server

Single channel, Multiple phase, Multiple servers acting in series

Which type of services involve things owned by the customer? State Utility Services Self-Services Pure Services End Product Services

State Utility Services

Which transportation mode has the most accessibility? Water Air Rail Pipeline Truck

Truck

A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services. True or false?

True

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications. True or false?

True

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications. true or false?

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 the service personnel. True or false?

True

FOB destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination True or false?

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. true or false?

True

Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects. True or False?

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. true or false?

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. True or false?

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 or false?

True

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

True

Tariffs or duties are taxes imposed by the government on imported goods. True or false?

True

The WTO is the only global international organization dealing with the rules of trade between nations True or false?

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 or false?

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 or false?

True

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as? Up-Selling Telemarketing Cross-Selling Consumer Scam

Up-Selling

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is? -International trade federation -Foreign trade commission -World trade organization -Regional trade association

World trade organization

Explicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects true or false?

false

A product positioned strategy would involve locating a companies warehouses close to the customers they serve in order to improve customer delivery. True or False?

False

The release of technology (or the source code for technology) which is subject to export administration regulations, to a foreign national (i.e non-U.S citizen) located within the United States, is known as? -technology transfer -shippers export declaration -deemed export -technology export

deemed export

Which global facility type describes a factory set up primarily to produce products at a low cost with minimal technical and managerial resources? -server factory -offshore factory -lead factory -source factory -contributor factory -outpost factory

offshore factory

If you owned a company that manufactured products that required specialized storage and handling, which warehouse ownership type would be best suited for your business? -Contract warehousing -private warehousing -public warehousing -club warehousing

private warehousing

Which warehouse location strategy would most likely be used if a company has many more suppliers than customers? -product positioned strategy -dynamically positioned strategy -intermediately positioned strategy -Market positioned strategy

product positioned strategy

Considering everything discussed in class about transportation. Which statement BEST describes what transportation management invloves? -Managing all the carriers that ship your products and/or materials to and from your suppliers and customers -trade-off decisions between cost and timing of delivery, decisions about how to ship and negotiations regarding freight rates, terms, and conditions -Deciding how to ship your products -determining the cheapest way to deliver your good to your customer

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

Which of the following BEST describes the services provided by third-party-logisitics (3PL) companies? -They negotiate with overseas suppliers for movement of good in that country -They bundle bundle transportation volumes to leverage negotiations -They negotiate prices and terms with your suppliers for the parts that you use in your products and then ship them to you -They warehouse and distribute your products, and potentially perform some other value-add processes.

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

The length of the 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 queuing system being used by the service company to manage customers. True or false?

True

Through the use of 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 email and traditional mailing lists. True or false?

True

The term used to describe when a potential customer decides to leave the queue or waiting list? -Waiting time management -Balking -Queue arrival -Reneging

Reneging

Reverse Logistics involves the process of moving a product from the point of customer receipt back to the point of origin. Which one of the following is not one of the five R's of reverse logistics? -Repacking -Reconciliation -recycling -recalls -returns -repairs

reconciliation

Which type of global logistics intermediary moves global shipments through customs and handles the documentation? Non-Vessel-Operating Common Carrier (NVOCC) Shippers' Association Freight Forwarder Customs Broker Transportation Broker

Customs Broker

Reverse logistics involves the process of moving a product from the point of customer receipt back to the point of origin. Which one of the following is NOT one of the Five R's of Reverse Logistics? Repairs Returns Recycling Recalls Repackaging Reconciliation

Reconciliation