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.