Question 1

Nonmetric data can always be modified to become metric data, but metric data cannot be changed into nonmetric data.

Accepted Answer

A) True 
 B)False  False

Question 2

Consistency in all aspects of customer service is typically more important than other service elements such as the speed of service, immediate product availability or product payment terms.

Accepted Answer

A) True 
 B)False  True

Question 3

Which of the following would be considered a part of the pre-transaction element of customer service?

Accepted Answer

A)  Acceptable stock-out levels to satisfy customer demand. 
B)  Order convenience. 
C)  Product tracing. 
D)  Reverse logistics programs. 
E)  Written customer service statement. 
A)  Acceptable stock-out levels to satisfy customer demand. 
B)  Order convenience. 
C)  Product tracing. 
D)  Reverse logistics programs. 
E)  Written customer service statement. E

Question 4

Customer service indicates the fulfillment that customers derive from doing business with a firm; i.e., it's how happy the customers are with their transaction and overall experience with the company.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following statements regarding product stock-outs is FALSE?

Accepted Answer

A)  Consumer responses to product stock-outs do not vary internationally; customers worldwide don't like to find products they want not available. 
B)  In most instances, a one-time stock-out will not result in a customer changing retail stores or changing the specific product they were going to buy. 
C)  Product stock-outs can be caused by delays in receiving shipments of products. 
D)  Repeated stock-outs often result in firms losing customers. 
E)  Whenever a customer experiences a product stock-out, there has been a customer service failure. 
A)  Consumer responses to product stock-outs do not vary internationally; customers worldwide don't like to find products they want not available. 
B)  In most instances, a one-time stock-out will not result in a customer changing retail stores or changing the specific product they were going to buy. 
C)  Product stock-outs can be caused by delays in receiving shipments of products. 
D)  Repeated stock-outs often result in firms losing customers. 
E)  Whenever a customer experiences a product stock-out, there has been a customer service failure.

Question 6

Which of the following statements about customer service is FALSE?

Accepted Answer

A)  All customers should receive the same high level customer service. 
B)  All customers require consistent service levels. 
C)  The costs of serving the "best" customers are often higher than serving other less important customers. 
D)  Key accounts should receive higher service levels than customers that are not key accounts. 
E)  A positive service gap means that the supply chain delivers a higher level of service or satisfaction to customers than they require. 
A)  All customers should receive the same high level customer service. 
B)  All customers require consistent service levels. 
C)  The costs of serving the "best" customers are often higher than serving other less important customers. 
D)  Key accounts should receive higher service levels than customers that are not key accounts. 
E)  A positive service gap means that the supply chain delivers a higher level of service or satisfaction to customers than they require.

Question 7

"Aligning customer service and satisfaction strategies with the overall financial plan of the organization" would occur in the __________ component of the SCOR  Model.

Accepted Answer

A)  Deliver 
B)  Make 
C)  Plan 
D)  Research 
E)  Source 
A)  Deliver 
B)  Make 
C)  Plan 
D)  Research 
E)  Source

Question 8

An important element of post-transaction customer service is the proper handling of customer complaints.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is not a major component of the balanced scorecard approach to performance measurement?

Accepted Answer

A)  Customer service. 
B)  Financial performance. 
C)  Education and learning. 
D)  Government and regulatory issues. 
E)  Internal business process. 
A)  Customer service. 
B)  Financial performance. 
C)  Education and learning. 
D)  Government and regulatory issues. 
E)  Internal business process.

Question 10

"Optimizing warehouse management from receiving and picking product to loading and shipping the product" would occur in the __________ component of the SCOR Model.

Accepted Answer

A)  Deliver 
B)  Make 
C)  Research 
D)  Return 
E)  Source 
A)  Deliver 
B)  Make 
C)  Research 
D)  Return 
E)  Source

Question 11

Utilizing the Strategic Profit Model, if a company has a net profit margin of 5%, an asset turnover of 2, and a financial leverage of 2, then return on net worth (RONW) is equal to:

Accepted Answer

A)  5% 
B)  10% 
C)  15% 
D)  20% 
E)  None of the options are correct. 
A)  5% 
B)  10% 
C)  15% 
D)  20% 
E)  None of the options are correct.

Question 12

__________ is a business practice that improves accuracy by combining the intelligence of multiple trading participants in the planning and fulfillment of customer demand.

Accepted Answer

A)  Collaborative planning, forecasting and replenishment (CPFR). 
B)  Cost and service trade-off analysis. 
C)  Customer-product action matrix. 
D)  Customer relationship management (CRM). 
E)  Strategic profit model. 
A)  Collaborative planning, forecasting and replenishment (CPFR). 
B)  Cost and service trade-off analysis. 
C)  Customer-product action matrix. 
D)  Customer relationship management (CRM). 
E)  Strategic profit model.

Question 13

The perfect order is composed of orders delivered at the right time, in the right quantity, in the right condition and packaging, and with the right documentation. If a firm achieves 90% performance on each of these four components of the perfect order, the total perfect order percentage would be:

Accepted Answer

A)  50% 
B)  66% 
C)  85% 
D)  90% 
E)  95% 
A)  50% 
B)  66% 
C)  85% 
D)  90% 
E)  95%

Question 14

Customer service has three components: pre-transaction (before the sale); transaction (during the sale); and post-transaction (after the sale).

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not one of the elements of the marketing mix?

Accepted Answer

A)  Place 
B)  Price 
C)  Product 
D)  Production 
E)  Promotion 
A)  Place 
B)  Price 
C)  Product 
D)  Production 
E)  Promotion

Question 16

Return on assets (ROA) is a firm's total assets divided by net profit, so it considers both income and balance statement considerations.

Accepted Answer

A) True 
 B)False

Question 17

From the perspective of the marketing concept, customer satisfaction only refers to final customers, those firms or individuals that consume the goods and services produced by firms in the supply chain.

Accepted Answer

A) True 
 B)False

Question 18

In most research studies of supply chain executives across a variety of industries, the major reason given for discontinuing or stopping doing business with another company, was:

Accepted Answer

A)  Customer service is poor. 
B)  High costs. 
C)  Lack of a sustainability program in the company. 
D)  Non-compatible information systems. 
E)  Poor product quality. 
A)  Customer service is poor. 
B)  High costs. 
C)  Lack of a sustainability program in the company. 
D)  Non-compatible information systems. 
E)  Poor product quality.

Question 19

Key components in providing seamless, omnichannel customer service and satisfaction are centralized order management, inventory visibility, and utilizing market intelligence to optimize order allocation.

Accepted Answer

A) True 
 B)False

Question 20

When collecting data or information to make supply chain decisions, the "best" type of data to collect would be:

Accepted Answer

A)  Nominal data. 
B)  Nonmetric data. 
C)  Ordinal data. 
D)  Ratio-scaled data. 
E)  None of the options would be considered "best." 
A)  Nominal data. 
B)  Nonmetric data. 
C)  Ordinal data. 
D)  Ratio-scaled data. 
E)  None of the options would be considered "best."

Nonmetric data can always be modified to become metric data, but metric data cannot be changed into nonmetric data.

Consistency in all aspects of customer service is typically more important than other service elements such as the speed of service, immediate product availability or product payment terms.

Which of the following would be considered a part of the pre-transaction element of customer service?

Customer service indicates the fulfillment that customers derive from doing business with a firm; i.e., it's how happy the customers are with their transaction and overall experience with the company.

Which of the following statements regarding product stock-outs is FALSE?

Which of the following statements about customer service is FALSE?

"Aligning customer service and satisfaction strategies with the overall financial plan of the organization" would occur in the __________ component of the SCOR Model.

An important element of post-transaction customer service is the proper handling of customer complaints.

Which of the following is not a major component of the balanced scorecard approach to performance measurement?

"Optimizing warehouse management from receiving and picking product to loading and shipping the product" would occur in the __________ component of the SCOR Model.

Utilizing the Strategic Profit Model, if a company has a net profit margin of 5%, an asset turnover of 2, and a financial leverage of 2, then return on net worth (RONW) is equal to:

__________ is a business practice that improves accuracy by combining the intelligence of multiple trading participants in the planning and fulfillment of customer demand.

The perfect order is composed of orders delivered at the right time, in the right quantity, in the right condition and packaging, and with the right documentation. If a firm achieves 90% performance on each of these four components of the perfect order, the total perfect order percentage would be:

Customer service has three components: pre-transaction (before the sale); transaction (during the sale); and post-transaction (after the sale).

Which of the following is not one of the elements of the marketing mix?

Return on assets (ROA) is a firm's total assets divided by net profit, so it considers both income and balance statement considerations.

From the perspective of the marketing concept, customer satisfaction only refers to final customers, those firms or individuals that consume the goods and services produced by firms in the supply chain.

In most research studies of supply chain executives across a variety of industries, the major reason given for discontinuing or stopping doing business with another company, was:

Key components in providing seamless, omnichannel customer service and satisfaction are centralized order management, inventory visibility, and utilizing market intelligence to optimize order allocation.

When collecting data or information to make supply chain decisions, the "best" type of data to collect would be:

Supply Chain Management: Operations and Integration

The Role of Information in Supply Chains

Sales Forecasting and Inventory Management

Transportation: Overview, Infrastructure, Measures, and Management

Warehouse Management

Materials Management and Handling in the Supply Chain

Sourcing and Procurement

The Role of Manufacturing, Marketing and Finance in Supply Chains

Managing Relationships With Customers and Suppliers

Supply Chain Process Integration

Global Supply Chain Management

Managing Supply Chains in Global Markets

Strategic Supply Chain Network Design

Collaboration, Cooperation and Integration in the Supply Chain

Supply Chain Performance Measurement and Metrics

Filters

Exam 2: Customer Service and Satisfaction

Nonmetric data can always be modified to become metric data, but metric data cannot be changed into nonmetric data.

Consistency in all aspects of customer service is typically more important than other service elements such as the speed of service, immediate product availability or product payment terms.

Which of the following would be considered a part of the pre-transaction element of customer service?

Customer service indicates the fulfillment that customers derive from doing business with a firm; i.e., it's how happy the customers are with their transaction and overall experience with the company.

Which of the following statements regarding product stock-outs is FALSE?

Which of the following statements about customer service is FALSE?

"Aligning customer service and satisfaction strategies with the overall financial plan of the organization" would occur in the __________ component of the SCOR Model.

An important element of post-transaction customer service is the proper handling of customer complaints.

Which of the following is not a major component of the balanced scorecard approach to performance measurement?

"Optimizing warehouse management from receiving and picking product to loading and shipping the product" would occur in the __________ component of the SCOR Model.

Utilizing the Strategic Profit Model, if a company has a net profit margin of 5%, an asset turnover of 2, and a financial leverage of 2, then return on net worth (RONW) is equal to:

__________ is a business practice that improves accuracy by combining the intelligence of multiple trading participants in the planning and fulfillment of customer demand.

The perfect order is composed of orders delivered at the right time, in the right quantity, in the right condition and packaging, and with the right documentation. If a firm achieves 90% performance on each of these four components of the perfect order, the total perfect order percentage would be:

Customer service has three components: pre-transaction (before the sale); transaction (during the sale); and post-transaction (after the sale).

Which of the following is not one of the elements of the marketing mix?

Return on assets (ROA) is a firm's total assets divided by net profit, so it considers both income and balance statement considerations.

From the perspective of the marketing concept, customer satisfaction only refers to final customers, those firms or individuals that consume the goods and services produced by firms in the supply chain.

In most research studies of supply chain executives across a variety of industries, the major reason given for discontinuing or stopping doing business with another company, was:

Key components in providing seamless, omnichannel customer service and satisfaction are centralized order management, inventory visibility, and utilizing market intelligence to optimize order allocation.

When collecting data or information to make supply chain decisions, the "best" type of data to collect would be:

Supply Chain Management: Operations and Integration

The Role of Information in Supply Chains

Sales Forecasting and Inventory Management

Transportation: Overview, Infrastructure, Measures, and Management

Warehouse Management

Materials Management and Handling in the Supply Chain

Sourcing and Procurement

The Role of Manufacturing, Marketing and Finance in Supply Chains

Managing Relationships With Customers and Suppliers

Supply Chain Process Integration

Global Supply Chain Management

Managing Supply Chains in Global Markets

Strategic Supply Chain Network Design

Collaboration, Cooperation and Integration in the Supply Chain

Supply Chain Performance Measurement and Metrics

Filters