Question 1

Percentage of shipments with errors is what type of customer service performance measure?

Accepted Answer

A)  Non-transaction 
B)  Transaction 
C)  Pre-transaction 
D)  Post-transaction 
A)  Non-transaction 
B)  Transaction 
C)  Pre-transaction 
D)  Post-transaction

Question 2

The use of CRM alone is often sufficient to ensure customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 3

The CRM applications market is (in recent years)?

Accepted Answer

A)  Not growing 
B)  Growing 
C)  Neither growing nor not growing 
D)  Impossible to determine growth rate of CRM applications market 
A)  Not growing 
B)  Growing 
C)  Neither growing nor not growing 
D)  Impossible to determine growth rate of CRM applications market

Question 4

It makes little sense to segment customers on the basis of profitability.

Accepted Answer

A) True 
 B)False

Question 5

In assessing possible new customers, a distributor desires that a new customer have a customer lifetime value of at least $2,000. Assuming a 7% discount rate, average annual sales of $8,000, and a customer expected lifetime of 5 years, what is the minimum profit margin needed to assure a lifetime value of at least $2,000?

Accepted Answer

A)  7% 
B)  6% 
C)  5% 
D)  More than 7% 
A)  7% 
B)  6% 
C)  5% 
D)  More than 7%

Question 6

A customer contact center is responsible for?

Accepted Answer

A)  Integrating all methods that a customer can use to contact a business 
B)  Reaching out to customers by telephone 
C)  Administering customer satisfaction surveys 
D)  Responding to customer complaints 
A)  Integrating all methods that a customer can use to contact a business 
B)  Reaching out to customers by telephone 
C)  Administering customer satisfaction surveys 
D)  Responding to customer complaints

Question 7

You have been asked to design a customer loyalty program for a new hamburger restaurant. What would such a program look like and how would it function? How could you assess the success or failure of this program?

Accepted Answer

A successful answer should propose at le

Question 8

A modern name for a customer call center is a?

Accepted Answer

A)  Customer interaction center 
B)  Customer networking center 
C)  Customer contact center 
D)  Customer focus center 
A)  Customer interaction center 
B)  Customer networking center 
C)  Customer contact center 
D)  Customer focus center

Question 9

Neighborhood marketing primarily attempts to segment customers based on?

Accepted Answer

A)  Geography 
B)  Proximity to the seller 
C)  Proximity to the manufacturer 
D)  Household size 
A)  Geography 
B)  Proximity to the seller 
C)  Proximity to the manufacturer 
D)  Household size

Question 10

A focal point within a firm for customer service is referred as the ____________.

Accepted Answer

Customer s

Question 11

A direct mail campaign would likely be _______ than an email campaign.

Accepted Answer

A)  Less expensive and less time consuming 
B)  Less expensive and more time consuming 
C)  More expensive and less time consuming 
D)  More expensive and more time consuming 
A)  Less expensive and less time consuming 
B)  Less expensive and more time consuming 
C)  More expensive and less time consuming 
D)  More expensive and more time consuming

Question 12

Which performance metric is incorrectly matched with its description?

Accepted Answer

A)  Program return on investment = additional profit generated/program investment 
B)  Maintenance ratio = # customers retained/# customers lost 
C)  Customer loss rate = # of customers lost/# customers added 
D)  Conversion efficiency = # of new customers generated/program investment 
A)  Program return on investment = additional profit generated/program investment 
B)  Maintenance ratio = # customers retained/# customers lost 
C)  Customer loss rate = # of customers lost/# customers added 
D)  Conversion efficiency = # of new customers generated/program investment

Question 13

Focus groups for proposed customer service program initiatives tend to be composed of?

Accepted Answer

A)  Customers 
B)  Company employees 
C)  Suppliers 
D)  Auditors 
A)  Customers 
B)  Company employees 
C)  Suppliers 
D)  Auditors

Question 14

Which of the following describes a Customer Loyalty Program?

Accepted Answer

A)  Firms can create customer communities using company websites and social networks like Facebook to facilitate communication or the exchange of ideas between customers and company personnel. 
B)  Social media (such as Facebook and Twitter) present a number of opportunities for companies to build, maintain, and strengthen relationships with customers. 
C)  Rewards repeat customers with discounts or other items depending on the frequency of the purchases. 
D)  Allows customers to customize goods and services to create a uniqueness to the product. 
A)  Firms can create customer communities using company websites and social networks like Facebook to facilitate communication or the exchange of ideas between customers and company personnel. 
B)  Social media (such as Facebook and Twitter) present a number of opportunities for companies to build, maintain, and strengthen relationships with customers. 
C)  Rewards repeat customers with discounts or other items depending on the frequency of the purchases. 
D)  Allows customers to customize goods and services to create a uniqueness to the product.

Question 15

Customer lifetime value is used to segment customers based upon their?

Accepted Answer

A)  Current profitability only 
B)  Future profitability only 
C)  Both current and future profitability 
D)  Neither current nor future profitability 
A)  Current profitability only 
B)  Future profitability only 
C)  Both current and future profitability 
D)  Neither current nor future profitability

Question 16

A coffee shop is experiencing increased customer dissatisfaction. Management is unsure what is driving this increase. Describe how you might design a customer satisfaction survey for the coffee shop.

Accepted Answer

A successful answer should indicate the

Question 17

The order cycle refers to?

Accepted Answer

A)  Time from product or service design to delivery to customer 
B)  Time from product shipment to receipt by customer 
C)  Time from product or service design initiation to availability for customer purchase 
D)  Time from customer order initiation to product or service delivery to customer 
A)  Time from product or service design to delivery to customer 
B)  Time from product shipment to receipt by customer 
C)  Time from product or service design initiation to availability for customer purchase 
D)  Time from customer order initiation to product or service delivery to customer

Question 18

A company estimates that it retained 1,700 customers but lost 250 customers during a customer relationship program. What is the maintenance ratio?

Accepted Answer

A)  250/1700 = 0.15 
B)  1700/(250 + 1700) = 0.87 
C)  1700/250 = 6.8 
D)  250/(250 + 1700) = 0.13 
A)  250/1700 = 0.15 
B)  1700/(250 + 1700) = 0.87 
C)  1700/250 = 6.8 
D)  250/(250 + 1700) = 0.13

Question 19

Casinos reward card game and slot players based on the amount of money that a player spends. This system is what type of customer relationship program initiative?

Accepted Answer

A)  Product customization 
B)  Engaging customers using social media 
C)  Product placement program 
D)  Customer loyalty program 
A)  Product customization 
B)  Engaging customers using social media 
C)  Product placement program 
D)  Customer loyalty program

Question 20

An email message being incorrectly classified as spam and blocked is referred to as?

Accepted Answer

A)  Negative positive blocking 
B)  False positive blocking 
C)  False negative blocking 
D)  Negative negative blocking 
A)  Negative positive blocking 
B)  False positive blocking 
C)  False negative blocking 
D)  Negative negative blocking

Percentage of shipments with errors is what type of customer service performance measure?

The use of CRM alone is often sufficient to ensure customer satisfaction.

The CRM applications market is (in recent years)?

It makes little sense to segment customers on the basis of profitability.

A customer contact center is responsible for?

You have been asked to design a customer loyalty program for a new hamburger restaurant. What would such a program look like and how would it function? How could you assess the success or failure of this program?

A modern name for a customer call center is a?

Neighborhood marketing primarily attempts to segment customers based on?

A focal point within a firm for customer service is referred as the ____________.

A direct mail campaign would likely be _______ than an email campaign.

Which performance metric is incorrectly matched with its description?

Focus groups for proposed customer service program initiatives tend to be composed of?

Which of the following describes a Customer Loyalty Program?

Customer lifetime value is used to segment customers based upon their?

A coffee shop is experiencing increased customer dissatisfaction. Management is unsure what is driving this increase. Describe how you might design a customer satisfaction survey for the coffee shop.

The order cycle refers to?

A company estimates that it retained 1,700 customers but lost 250 customers during a customer relationship program. What is the maintenance ratio?

Casinos reward card game and slot players based on the amount of money that a player spends. This system is what type of customer relationship program initiative?

An email message being incorrectly classified as spam and blocked is referred to as?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters

Exam 5: Customer Relationships and Customer Service

Percentage of shipments with errors is what type of customer service performance measure?

The use of CRM alone is often sufficient to ensure customer satisfaction.

The CRM applications market is (in recent years)?

It makes little sense to segment customers on the basis of profitability.

A customer contact center is responsible for?

You have been asked to design a customer loyalty program for a new hamburger restaurant. What would such a program look like and how would it function? How could you assess the success or failure of this program?

A modern name for a customer call center is a?

Neighborhood marketing primarily attempts to segment customers based on?

A focal point within a firm for customer service is referred as the ____________.

A direct mail campaign would likely be _______ than an email campaign.

Which performance metric is incorrectly matched with its description?

Focus groups for proposed customer service program initiatives tend to be composed of?

Which of the following describes a Customer Loyalty Program?

Customer lifetime value is used to segment customers based upon their?

A coffee shop is experiencing increased customer dissatisfaction. Management is unsure what is driving this increase. Describe how you might design a customer satisfaction survey for the coffee shop.

The order cycle refers to?

A company estimates that it retained 1,700 customers but lost 250 customers during a customer relationship program. What is the maintenance ratio?

Casinos reward card game and slot players based on the amount of money that a player spends. This system is what type of customer relationship program initiative?

An email message being incorrectly classified as spam and blocked is referred to as?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters