Supply Chain Exam 3
Companies work very hard to reduce the number of customers who don't return. This customer defection is often referred to as: a. Customer churn b. Revenue Exodus c. Balking d. Clickstream defection
A
The online retailer Ecatalog.com has decided to send consumers of the new John Grisham book an e-mail with suggestions for books with similar themes and has also offered them a 20% discount if those suggested books were purchased. This type of marketing/promotion is an example of: a. Clickstream selling b. Segmented selling c. Cross-selling d. Target marketing
C
When CRM applications are available 24/7 on smartphones, tablets, and desktops, this is referred to as: a. Smart CRM b. A high-service application c. Continuous connectivity d. All-time CRM
C
Which of the following are required elements of an effective CRM initiative? a. Preserving a traditional sales force that communicates with the supply-chain members b. Sending out promotional materials via e-mails and traditional mail to a large random group of a potential customers c. Cross-selling customers after an initial purchase d. All of these choices are correct.
C
Why do so many CRM programs fail? a. They take the firm away from concentrating on their key suppliers b. Because of incompatible information and communication systems c. Firms concentrate more on the CRM software instead of taking care of customers d. They are so expensive that it is hard to recover the investment
C
_______________ carry the majority of the world's water-transported manufactured goods. a. Supertankers b. Barges c. Containerships d. None of these choices are correct.
C
A current warehouse system has five warehouses with 4,000 units at each warehouse. The company desires to change to three warehouses to become more centralized and keep the same customer service levels. Determine the average warehouse inventory levels, using the square root rule. (Choose the closest answer.) a. 15,492 b. 11,619 c. 6,667 d. 25,820
A
A practical independent measure firms can take to improve information security is: a. Continuously monitor employee desktop applications, e-mails and phone calls b. Do not collect information about their customers c. Eliminate employee internet use at work d. None of these choices are correct
A
David Maister's First Rule of Service is: a. Satisfaction = perception − expectation b. Under-promise and over-deliver c. You can't please all the customers all the time d. It always takes longer than you think to perform the service
A
Facility location has ____________on the supply chain. a. A long-term impact b. Minimal impact c. No impact d. A short-term impact
A
The four primary activities of concern in service response logistics are the management of: a. Service capacity, waiting times, distribution channels and service quality b. Distribution channels, service quality, reputation and waiting times c. Labor standards, distribution channels, waiting times and service quality d. Service capacity, visual workplace, waiting times and distribution channels
A
Which of the following is NOT a reason for locating in a business cluster? a. Sophisticated retailers b. Competition c. Technology sharing d. Supply chain improvements
A
Which of the following is NOT a technique for managing customers' perceived waiting times: a. Hiding the wait time b. Keeping customers occupied c. Grouping customers d. Starting the service quickly
A
Your company allows customers to "opt-out" of receiving email advertisements. This is referred to as: a. Permission marketing b. Event-based marketing c. Customer churn d. Customer preference marketing
A
Your top sales executive leaves your company to work for a competitor. Fortunately, all of her notes regarding prior dealings with customers have been captured in a: a. Knowledge management system b. Sales territory management system c. Lead management system d. Sales activity management system
A
A product positioned strategy: a. Places warehouses midway between the sources of supply and the customers b. Places warehouses close to the sources of supply c. Places warehouses close to customers d. None of these choices are correct.
B
A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a: a. Knowledge management system b. Sales territory management system c. Sales activity management system d. Lead management system
B
According to the text, the development of cleaner, more fuel-efficient affordable energy technologies and renewable energy technologies will: a. Cause companies to shut down b. Decrease the costs in the supply chain c. Increase the cost of production and distribution d. Not have an impact on the supply chain
B
According to the text, which of the following would be an example of Coca-Cola's international bottling plants, each serving a small geographic region? a. Offshore factory b. Server factory c. Source factory d. Outpost factory
B
All of the following are considerations used in designing service layouts EXCEPT: a. Reduction of time to restock b. Ease of access to parking lot c. Impulse purchasing d. Speed up customer throughput
B
CRM systems today require less training because: a. The systems don't do as many things as they used to. b. They are designed to be more user-friendly c. Pre-purchase training sessions have become very sophisticated d. All of these choices are correct.
B
For integrated supply chains, logistics is considered: a. Somewhat important b. Critically important c. Important d. Not at all important
B
Foreign-trade zones are: a. Markets in the U.S. where foreign countries set up and sell products b. Secure sites within the U.S. where goods and materials can be assembled and exported without being levied domestic duties or excise taxes c. Secure sites in foreign countries where goods wait for clearance by importing country d. Bodies of water where cargo ships are allowed to dock to deliver imported goods
B
In the text, Table 9.1 shows that for-hire logistics expenditures in the U.S., have _____________ in the past thirty-one years. a. Remained the same b. More than quadrupled c. Decreased for the first 10 years, then increased d. Slowly declined
B
Reverse logistics can have a positive impact on the environment through activities such as? a. Reneging b. Recycling c. Risk pooling d. Data warehousing
B
The World Trade Organization (WTO) is critical to the facility location decision process because of their impact on: a. Relationship marketing b. Tariffs c. Innovation d. Southeast Asian Nations
B
What type of firm would be most interested in using a third-party logistics service? a. A for-hire transportation company b. Small firm with no logistics expertise c. A freight forwarder d. Large integrated global manufacturing company
B
You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. According to the text, this is an example of: a. Transaction customer service b. Post transaction customer service c. Probable customer churn d. Pre transaction customer service
B
It is argued that transportation deregulation is good because: a. It protects consumers in terms of monopoly pricing b. It ensures adequate transportation service throughout the country c. It encourages competition d. All of these choices are correct
C
Milan, Wall Street, and Detroit are examples of ____________. a. Strategic supplier alliances b. Regional trade agreements c. Business clusters d. Business conglomerates
C
Returns management is also known as _______. a. Waste reduction b. Inverted logistics c. Reverse logistics d. Backward logistics
C
The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________. a. Bloops b. Blips c. Gaps d. Breakeven point
C
The first step in the weighted-factor rating technique is to: a. Assign a performance score to each factor for each location b. Assign a weight to each factor c. Identify all factors considered important to the facility location decision d. Multiply each factor score by its weight and sum the weighted scores for each location
C
Which of the following secures the right of employees to decide whether to join or financially support a union? a. Ethical union initiatives b. Union planning forums c. Right-to-work laws d. Union shop laws
C
Which of the following strategic foreign facilities is set up in a location with an abundance of advanced suppliers, competitors, research facilities, and knowledge centers to get access to the most current information on materials, components, technologies, and products? a. Source factory b. Offshore factory c. Outpost factory d. Server factory
C
Which of the following issues is (are) important to consider when trying to determine the location of a firm's facilities? a. Environmental issues regulated by domestic laws or international trade agreements b. Access to suppliers from the location considered c. The stability in the location considered d. All of these choices are correct.
D
Which of the following marked the end of the initial push by Congress to deregulate the entire U.S. transportation industry? a. The Granger Laws b. The Interstate Commerce Act of 2013 c. The Transportation Act of 1920 d. The Shipping Act of 1984
D
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? a. Using customers to provide services b. Cross-training and sharing employees c. Utilizing technological tools like computers and automated systems d. Utilizing fewer facilitating products
D
______________ creates the efficient flow of goods between supply chain partners, allowing profits and competitive advantage to be maximized. a. Transportation planning b. Procurement c. Operations d. Logistics
D
_______________ are the most flexible mode of transportation and account for 70 percent of all the freight tonnage moved in the U.S. a. Air Carriers b. Water Carriers c. Rail Carriers d. Motor Carriers
D
________________ is important because what we do today will affect future generations. a. Progressive design b. Customer churn c. An offshore factory d. Sustainable development
D
According to the text, poor planning is typically the cause of most unsuccessful CRM initiatives. a. True b. False
TRUE
High tariffs encourage multinational corporations to set up factories to produce locally. a. True b. False
TRUE
The European Union (EU) is considered a regional trade agreement. a. True b. False
TRUE
Interconnected companies and institutions from a particular field which are located in a single geographic location, are referred to is a(n): a. Industrial point b. Metroplex c. Business cluster d. Regional business center
C
Which of the following is one of the most basic and important activities of CRM? a. Finding customers b. Increasing churn c. Cross-selling customers d. Segmenting customers
D
All of the following are recommended for designing and implementing a successful CRM program EXCEPT: a. Knowledge of the tools available to aid in CRM b. Support from the firm's top executives c. Expect employees to 'learn on the job' and adapt their way of working d. Continuous awareness of customers' changing requirements
C
A ___________________ consolidates large numbers of small shipments to fill entire truck trailers or rail cars to achieve truckload or carload transportation rates. a. Transportation broker b. Load broker c. Freight forwarder d. Consolidation forwarder
C
A customer who enters the waiting line but leaves the system prior to receiving service is said to have: a. Balked b. Stalled c. Reneged d. Disposed
C
Examples of regional trade agreements include all of the following EXCEPT: a. Association of Southeast Asian Nations (ASEAN) b. European Union (EU) c. Association of Indian Markets (AIM) d. Southern Common Market (MERCOSUR)
C
A basic strategy for managing capacity is: a. Queue management strategy b. Focus strategy c. Differentiation strategy d. Level demand strategy
D
A customer's lifetime value is calculated by: a. Summing the annual sales of the customer and then dividing by the projected lifetime b. The firm's MRP system c. Summing the projected annual profitability of the customer d. Finding the NPV of a customer's projected lifetime profits for the firm
D
A firm wanting to import items duty free and then use the component for local production of a product that is then exported would most likely utilize a(n): a. Duty-free Territory b. International Cross Docking Zone c. International Processing Center d. Foreign Trade Zone
D
All of the following are included in the five dimensions of service quality EXCEPT: a. Reliability b. Assurance c. Responsiveness d. Reasonability
D
As capacity utilization approaches 1.0, which of the following tends to happen? a. Service times decrease b. Wait times decrease c. Perceived quality of service improves d. Services become more congested
D
Intermodal marketing companies (IMCs) are companies that act as intermediaries between intermodal a. Waste management companies b. Warehouse management companies c. Trucking companies d. Railroad companies
D
Regional trade agreements assist with which of the following? a. Monitor national trade policies b. Handle trade disputes c. Provide technical assistance for developing countries d. All of these choices are correct
D
Service provided by multiple servers acting in parallel is referred to as: a. Multi-delivery servicescape b. Multiple-phase queuing system c. Multi-platform servicescape d. Multiple-channel queuing system
D
The acts of receiving shipments, breaking down shipments, repackaging shipments, and distributing components to a manufacturing location or finished products to customers by a distribution center is referred to as: a. Risk pooling b. Piggy backing c. Customs Brokering d. Crossdocking
D
Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a: a. Clickstream cloud b. Social media site c. QR code site d. Data warehouse
D
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: a. Segmented selling b. Extreme segmentation marketing c. Personal holiday marketing d. Event-based marketing
D
When mistakes occur in the supply chain, which of the following things might happen? a. Cost may increase due to expedited deliveries b. Customer service levels drop c. More safety stock must be held d. All of these choices are correct.
D
Which of the following is a critical issue in sustainable development? a. Countertrade b. Labor and legal problems c. Supply base optimization d. Climate change
D
Which of the following is a direct benefit from the adoption of NAFTA? a. An increase in manufacturing job opportunities in the U.S. b. A reduction in illegal immigrants crossing the border from Mexico c. An increase in trade between U.S. and China d. An increase in trade between U.S., Canada, and Mexico
D
Which of the following is an example of a person that would be considered to provide a Pure Service? a. Management Consultant b. Attorney/Lawyer c. Musical Entertainer d. All of these choices are correct.
D
A primary advantage for motor carriers is the weather. a. True b. False
FALSE
The goal of an efficient queuing system is that customers never have to wait in a queue. a. True b. False
FALSE
The three inputs for calculating Customer Lifetime Value are Average Annual Sales, Expected Lifetime and Forecasted Profits. a. True b. False
FALSE
The responsibility of transportation is to create both time utility and place utility, which means that products will be delivered at the right time to the desired location.
true
