yup
implicit services
attitude of the servers, atmosphere, waiting time, status, privacy and security, and convenience
A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners is known as?
Fourth Party Logistics Provider (4PL)
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 finances?
Franchising
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
Customer Relationship Management includes key tools such as customer segmentation, target marketing, and personalized customer components
true
FOB Destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination
true
FOB origin requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller
true
A product purchased from a U.S. Foreign Trade Zone and then consumed in the U.S. is...
not subject to duties or tariffs
Which mode of transportation has the lowest per-unit cost?
pipeline
When an international shipment reaches the U.S., the importer of record must file entry documents at the port of entry, and the goods are legally entered into U.S. commerce until all of the following criteria are met, EXCEPT?
the Shippers Export Declaration (SED) has been submitted to CBP
A service bundle includes the explicit service, the facilitating goods, as well as the implicit services
true
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
Customer Service is?
- a philosophy - an activity - a performance measure
Which transportation mode is fastest over a long distance?
Air
The term used to describe when a potential customer refuses to join the queue or waiting line is?
Balking
Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations?
Capital Punishment
In the context of importing and exporting in International Trade Management, what does the acronym COO reference?
Certificate of Origin
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
Which warehousing process is considered a Lean concept because it eliminate the need to store inventory, and reduces transportation?
Cross Docking Warehousing
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
The process of analyzing the customers who have stopped buying to determine why is known as?
Customer defection analysis
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
If I was the seller of a product and I wanted to transfer ownership of that product to the buyer upon receipt of the shipment at the buyer's location, and I was willing to pay for the shipping costs and any insurance costs, which of the following Freight Terms would be the most appropriate to use for this shipment?
FOB Destination
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 company's goods on the truck with your product
Material that is imported through the use of a FTZ must be removed from the FTZ within one year to avoid fines and sanction being imposed by the US Customs and Border Protection on the importer
False
The optimal capacity utilization for a service organization is 100%
False
Trucking is the most reliable mode of transportation
False
When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling
False
the average arrival rate of customer in a service supply chain does not influence the management of the actual waiting time or the perceived waiting time by the service company
False
Which of the following is NOT one of the key tools and components of CRM?
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
Which one is NOT a transportation pricing consideration?
Implicit Service Facilitating Goods
The owner or purchaser of imported goods is known as the . . . ?
Importer of record
Which of these is NOT a Quality of Life issue used to help make global location decisions?
Infrastructure
Which warehouse location strategy would most likely be used if a company has many more customers than suppliers?
Market Positioned Strategy
Which global factory type describes a factory set-up primarily to produce products at a low cost with minimal technical and managerial resources?
Offshore Factory
Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?
Picking
What type of warehouse network strategy would you be using if you positioned your warehouses close to supply sources to collect goods and consolidate before shipping products out to customers?
Product Positioned Strategy
Which warehouse location strategy would most likely be used if a company has many more suppliers than customers?
Product-positioned strategy
Which type of services offer very few or no tangible products to customers?
Pure Services
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 NOT one of the five R's of Reverse Logistics?
Reconciliation
Which of the following is NOT one of the twelve pillars of competitiveness?
Regional Trade Agreements
Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as?
Relationship Marketing
The term used to describe when a potential customer decides to leave the queue or waiting line is?
Reneging
Which global facility type is described as a factory set up to take advantage of government incentives, and/or reduced tax/tariff barriers, to meet regional or local market needs?
Server Factory
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
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.
Finding a new customer costs 5-10 times as much as keeping an existing customer
True
Foreign and domestic merchandise may be moved into the foreign trade zone (FTZ), unless prohibited by law, for activities such as storage, exhibition, assembly, manufacting and processing.
True
Pre-transaction elements of customer service include such aspects as establishing customer service policies, a mission statement, organizational structure, and system flexibility.
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 Weighted-Factor Rating is one of the methods used to compare the attractiveness of several global locations along a number of quantitative and qualitative dimensions.
True
Through the use of 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
Which mode of transportation can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy cargo?
Water
Five Dimensions of Service Quality
reliability, responsiveness, assurance, empathy, tangibles
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.
Break-bulk is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual shipments/deliveries to multiple destinations
True
When a repair service company performs repairs on a customers' broken fridge, the service company is said to be providing the type of service known as state utility.
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?
Utilizing few facilitating products
explicit services
benefits readily observable by customer and an essential feature of the service
The goals and benefits of good Customer Relationship Management include all of the following EXCEPT?
lower inventory levels
Which type of queueing system can be described as being formed virtually using technology?
mobile
a customer joins the queue at a typical fast food restaurant where there are several order takers ready to take food orders supported by a kitchen staff preparing the food orders.what type of queing system is being used?
multiple channel, multiple phase, multiple servers acting in parallel
The most reliable mode of transportation
pipeline
Which of the following would be considered a "quality-of-life" issue in making a global location decision?
public safety
Which mode of transportation has the most capability (can handle the most different kinds of freight in terms of volume, variety, and weight)?
rail
5 R's of Reverse Logistics
returns, recalls, repairs, repackaging, recycling
4 primary activities of Service Response Logistics
1. service capacity 2. waiting times 3. distribution channels 4. service quality *NOT facilitating goods*
A person or company who transports freight for a fee, and can be hired by anyone to transports goods, is known as a
Common Carrier
The three general service strategies are?
Differentiation, Focus, and Cost Leadership
A product positioned strategy would involve locating a company's warehouses close to the customers they serve in order to maximize distribution services and improve customer delivery
False
A retailer with two cash register lines/checkout stations is an example of a single channel, multiple-phase queuing system.
False
Owning a private manufacturing ware provides a manufacturing company with control and flexibility without presenting a financial risk.
False
All of the following are dimensions of service quality, EXCEPT?
Insurance
What type of warehouse network would you be using if you positioned your warehouses midway between the supply sources and the customers to try to balance costs, inventory, and customer service?
Intermediately positioned
What is the term for the use of multiple modes of transportation to execute a single transport shipment?
Intermodal
Freight is often shipped via Less-Than-Truckload (LTL) because
LTL typically costs less than FTL
Consolidation is the term used to describe when a warehouse operation receives products from different plants or suppliers, stores them, and then combines them with similar shipments from other plants or suppliers for further distribution.
True
Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications.
True
which one of the following is NOT a Sales Force Automation tool?
call center management
Which type of services offer tangible components along with the service component?
end product services
Components of the Perfect Order
on-time delivery, complete shipment, damage-free shipment, and correct documentation. *right transportation mode is NOT a component*
The term "private warehouse," refers to warehouses that are...
owned by the company that also owns the goods being stored
Which of the following is a required element of an effective CRM initiative?
segmenting customers
which one of the following is NOT one of the Five Dimensions of Service Quality?
serviceability/apathy
A deemed export is...
the release of technology or source code that is subject to the Export Administration Regulations, to a foreign national located in the United States.
Types of Queuing Systems
structured, unstructured, mobile
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
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
A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as implicit services
true
Companies should invest time and effort in developing CRM programs for every customer
false
