Question 1

Dependability is not as important to a buyer as is absolute length of lead time.

Accepted Answer

A) True 
 B)False  False

Question 2

From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer.

Accepted Answer

A) True 
 B)False  True

Question 3

The buyer and seller look at order time from the same perspective.

Accepted Answer

A) True 
 B)False  False

Question 4

Which is NOT part of dependability?

Accepted Answer

A)  cycle time 
B)  safe delivery 
C)  correct orders 
D)  consistent pricing 
A)  cycle time 
B)  safe delivery 
C)  correct orders 
D)  consistent pricing

Question 5

There are ____different perspectives on customer service. Fill in the blank as to how many there are and pick one to discuss in detail.

Accepted Answer

There are three different perspectives o

Question 6

Customer service can be viewed as having four distinct dimensions from the perspective of logistics. Name all four, then pick two and discuss.

Accepted Answer

Time The time factor is usually order to

Question 7

Traditional customer profitability analyses would start with ______ less returns and allowances (net sales) and subtract the cost of goods sold.

Accepted Answer

A)  gross sales 
B)  back orders 
C)  the forecast 
D)  gross margin 
A)  gross sales 
B)  back orders 
C)  the forecast 
D)  gross margin

Question 8

Activity Based Costing

Accepted Answer

A)  is useful for distributions centers but not customers. 
B)  can be combined with customer segmentation. 
C)  is too sophisticated for many applications. 
D)  is a very new management science. 
A)  is useful for distributions centers but not customers. 
B)  can be combined with customer segmentation. 
C)  is too sophisticated for many applications. 
D)  is a very new management science.

Question 9

A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.

Accepted Answer

A) True 
 B)False

Question 10

Discuss the four basic steps in the implementation of the CRM process in a business-to- business environment.

Accepted Answer

Step 1: Segment the Customer Base by Pro

Question 11

What are the steps in the CRM process?

Accepted Answer

A)  segment customer base, then measure service and improve 
B)  segment customer base, then identify service/package 
C)  measure service, then improve 
D)  segment customer base, identify service/package, then measure service and improve 
A)  segment customer base, then measure service and improve 
B)  segment customer base, then identify service/package 
C)  measure service, then improve 
D)  segment customer base, identify service/package, then measure service and improve

Question 12

For the best service, all products should be available at all levels regardless of cost.

Accepted Answer

A) True 
 B)False

Question 13

There are five logistics performance metrics from the buyer's point of view.

Accepted Answer

A) True 
 B)False

Question 14

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

Accepted Answer

A)  increase the velocity of cash back to the selling organization. 
B)  attract new customers. 
C)  develop "Clicks" and "Bricks" firms. 
D)  manage inventory more effectively. 
A)  increase the velocity of cash back to the selling organization. 
B)  attract new customers. 
C)  develop "Clicks" and "Bricks" firms. 
D)  manage inventory more effectively.

Question 15

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.

Accepted Answer

A) True 
 B)False

Question 16

Define and discuss the Order Management System.

Accepted Answer

The order management system represents t

Question 17

Customer relationship management is a new concept only recently receiving attention.

Accepted Answer

A) True 
 B)False

Question 18

Order management system represents the principal means by which

Accepted Answer

A)  price and lead time add value. 
B)  buyers and sellers communicate information relating to individual orders of product. 
C)  orders are handled inside the company. 
D)  customers are segmented by profitability. 
A)  price and lead time add value. 
B)  buyers and sellers communicate information relating to individual orders of product. 
C)  orders are handled inside the company. 
D)  customers are segmented by profitability.

Question 19

The traditional role of customer service at the interface between marketing and logistics manifests itself through the ______ dimension of the marketing mix

Accepted Answer

A)  price 
B)  place 
C)  product 
D)  promotion 
A)  price 
B)  place 
C)  product 
D)  promotion

Question 20

Define and discuss the Marketing/Logistics interface.

Accepted Answer

Customer service is often the key link b

Dependability is not as important to a buyer as is absolute length of lead time.

From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer.

The buyer and seller look at order time from the same perspective.

Which is NOT part of dependability?

There are ____different perspectives on customer service. Fill in the blank as to how many there are and pick one to discuss in detail.

Customer service can be viewed as having four distinct dimensions from the perspective of logistics. Name all four, then pick two and discuss.

Traditional customer profitability analyses would start with ______ less returns and allowances (net sales) and subtract the cost of goods sold.

Activity Based Costing

A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.

Discuss the four basic steps in the implementation of the CRM process in a business-to- business environment.

What are the steps in the CRM process?

For the best service, all products should be available at all levels regardless of cost.

There are five logistics performance metrics from the buyer's point of view.

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.

Define and discuss the Order Management System.

Customer relationship management is a new concept only recently receiving attention.

Order management system represents the principal means by which

The traditional role of customer service at the interface between marketing and logistics manifests itself through the ______ dimension of the marketing mix

Define and discuss the Marketing/Logistics interface.

Supply Chain Management: an Overview

Role of Logistics in Supply Chains

Global Dimensions of Supply Chains

Supply Chain Relationships

Supply Chain Performance Measurement and Financial Analysis

Supply Chain Technology-Managing Information Flows

Demand Management

Managing Inventory in the Supply Chain

Transportation-Managing the Flow of the Supply Chain

Distribution-Managing Fulfillment Operations

Supply Chain Network Analysis and Design

Sourcing Materials and Services

Operations-Producing Goods and Services

Supply Chain Sustainability

Strategic Challenges and Change for Supply Chains

Filters

Exam 8: Order Management and Customer Service

Dependability is not as important to a buyer as is absolute length of lead time.

From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer.

The buyer and seller look at order time from the same perspective.

Which is NOT part of dependability?

There are ____different perspectives on customer service. Fill in the blank as to how many there are and pick one to discuss in detail.

Customer service can be viewed as having four distinct dimensions from the perspective of logistics. Name all four, then pick two and discuss.

Traditional customer profitability analyses would start with ______ less returns and allowances (net sales) and subtract the cost of goods sold.

Activity Based Costing

A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.

Discuss the four basic steps in the implementation of the CRM process in a business-to- business environment.

What are the steps in the CRM process?

For the best service, all products should be available at all levels regardless of cost.

There are five logistics performance metrics from the buyer's point of view.

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.

Define and discuss the Order Management System.

Customer relationship management is a new concept only recently receiving attention.

Order management system represents the principal means by which

The traditional role of customer service at the interface between marketing and logistics manifests itself through the ______ dimension of the marketing mix

Define and discuss the Marketing/Logistics interface.

Supply Chain Management: an Overview

Role of Logistics in Supply Chains

Global Dimensions of Supply Chains

Supply Chain Relationships

Supply Chain Performance Measurement and Financial Analysis

Supply Chain Technology-Managing Information Flows

Demand Management

Managing Inventory in the Supply Chain

Transportation-Managing the Flow of the Supply Chain

Distribution-Managing Fulfillment Operations

Supply Chain Network Analysis and Design

Sourcing Materials and Services

Operations-Producing Goods and Services

Supply Chain Sustainability

Strategic Challenges and Change for Supply Chains

Filters