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