Deck 8: Supporting the Sales Process with SAP

Question 1

B2C sales are much more common than B2B sales.

Answer 1

False

Question 2

Prior to the implementation of SAP, the warehouse at CBI used to pick and pack orders before receiving final permission to ship.

Answer 2

True

Question 3

Prior to the implementation of SAP at CBI, the sales department used to evaluate the risk of selling to a new customer.

Answer 3

False

Question 4

Prior to the implementation of SAP at CBI, the warehouse used to check the credit of new customers.

Question 5

CBI's salespeople gained access to current inventory and price data after the implementation of SAP.

Question 6

Prior to the implementation of SAP at CBI, sales orders were passed on to the warehouse after approval by the accounting department.

Question 7

A sale is an exchange of goods or services for money.

Question 8

Prior to the implementation of SAP at CBI, accountants were authorized to approve sales orders.

Question 9

The finished goods inventory used to get updated three times a day at CBI, before the implementation of SAP.

Question 10

Prior to the implementation of SAP, the warehouse manager at CBI did not have any way to communicate with salespeople about upcoming supply disruptions.

Question 11

Before the implementation of SAP at CBI, the various actors in the sales process used a unified sales database.

Question 12

Reducing the number of cancelled sales was an effectiveness objective that CBI hoped to achieve through the implementation of SAP.

Question 13

In the new SAP system at CBI, accountants have the responsibility of creating sales orders.

Question 14

Prior to the implementation of SAP at CBI, the updated finished goods inventory data was sent to CBI's salespeople overnight.

Question 15

Shipping products to customers is considered a sales activity.

Question 16

The Create Standard Order: Overview window in the SAP system is used to create new sales orders.

Question 17

The sales process is a part of the outbound logistics activity of the value chain.

Question 18

In the new SAP system at CBI, when a sales order is generated, a message is sent to the accounting department requesting credit approval.

Question 19

After deciding to implement SAP, the top management at CBI reexamined the company's strategy and committed to a competitive strategy that focused on high-end bikes.

Question 20

Faster customer response was an efficiency objective that CBI hoped to achieve through the implementation of SAP.

Question 21

Increasing process synergy improves process integration.

Question 22

The legal ownership of a shipment does not change until it is delivered to the buyer.

Question 23

In the new SAP system at CBI, the warehouse manager is responsible for credit approval.

Question 24

In the new SAP system at CBI, warehouse managers are not authorized to overwrite the defaulted value that appears in the Deliv. Qty column of the Outbound Delivery screen.

Question 25

Social CRM is an information system that social networks use to facilitate communication within their network.

Question 26

CBI's warehouse manager uses the Billing Due List screen to update picked items in SAP.

Question 27

At CBI, once a sales order is approved, SAP triggers a message to the warehouse manager to create an outbound document for this sales order.

Question 28

At CBI, the Ship Goods activity occurs when a delivery truck leaves the warehouse with a shipment.

Question 29

SAP helped CBI reduce the number of cancelled sales to its best customers.

Question 30

Process integration is improved in organizations when processes share data.

Question 31

Nonmerchant companies are companies that own the goods they sell.

Question 32

Start-up costs are high when a firm uses Salesforce.com.

Question 33

Salesforce.com charges customers for their services using a pay-as-you-go plan.

Question 34

Sales promotion is a customer-facing process.

Question 35

E-commerce is a multi-firm process of buying and selling goods and services using Internet technologies.

Question 36

Since the implementation of SAP at CBI, the accounting department generates a bill only after the warehouse has posted goods to the buyer.

Question 37

Demand management is a CRM process.

Question 38

Sales promotion is an SCM process.

Question 39

The implementation of SAP at CBI resulted in slower customer responses although it facilitated up-to-date pricing.

Question 40

SAP achieves process synergy by designing processes to work together.

Question 41

Which of the following was a problem that CBI's warehouse faced before implementing SAP?

A) The warehouse was not given a specific database to enter details regarding inventory.
B) The warehouse manager could not update the database without the approval of the accounting department.
C) The purchase department used to handle shipments instead of the warehouse.
D) The warehouse used to pick and pack inventory before receiving final approval.

Question 42

Before the implementation of SAP at CBI, many sales orders were rejected due to a lack of inventory. Which of the following was the reason for this?

A) Sales staff were not given access to the warehouse database.
B) Accountants failed to check inventory before approving a sale.
C) Sales staff were not instructed to check the warehouse database.
D) Inventory data in the warehouse database used to lag by a day.

Question 43

B2B e-commerce refers to sales between companies.

Question 44

Clearinghouses match buyers and sellers by using an IS version of a standard auction.

Question 45

Price elasticity measures the amount that demand rises or falls with changes in price.

Question 46

Prior to the implementation of SAP at CBI, which department was responsible for sending invoices to customers?

A) purchasing
B) accounting
C) sales
D) operations

Question 47

Before the implementation of SAP at CBI, the ________ department was responsible for checking customers' credit history and determining the risk of selling to a customer .

A) accounting
B) marketing
C) sales
D) purchasing

Question 48

Auctions provide goods and services at a stated price and arrange for the delivery of the goods.

Question 49

Which of the following is a main activity of the sales process?

A) procurement
B) payment
C) storage
D) manufacturing

Question 50

Prior to the implementation of SAP at CBI, which department was authorized to approve sales orders?

A) accounting
B) purchasing
C) sales
D) marketing

Question 51

Disintermediation is the elimination of middle layers of distributors and suppliers.

Question 52

An electronic exchange is a type of clearinghouse that matches buyers and sellers.

Question 53

Information systems that support the sales process of B2C companies are typically Web storefronts that customers use to enter and manage their orders.

Question 54

Before the implementation of SAP at CBI, which of the following was the first activity in its sales process?

A) creation of sales orders
B) approval of sales orders
C) pre-sales actions
D) creation of warehouse bills

Question 55

eBay is a Web site that matches sellers and buyers without owning any of the products that are sold through the site. eBay is a merchant company.

Question 56

Prior to the implementation of SAP at CBI, sales orders that were approved by accounting were passed on to the ________.

A) purchasing department
B) sales agent
C) warehouse
D) sales department

Question 57

Prior to the implementation of SAP at CBI, why did the inventory data in the warehouse database lag by a day?

A) The data about finished goods inventory used to get updated in the warehouse database only at the end of the day.
B) The warehouse manager did not operate the warehouse database.
C) The accounting department had to verify database entries before sending the information to the sales staff.
D) The sales database was connected to the warehouse database, and this created synchronization issues.

Question 58

Which of the following is a sales activity that is typically performed by a warehouse manager?

A) shipment
B) payment
C) procurement
D) manufacturing

Question 59

Which of the following statements is true of the sales process in an organization?

A) It is a part of the outbound logistics activity of the value chain.
B) It is a support process, though it is commonly mistaken for an operational process.
C) It is a part of the inbound logistics activity of the value chain.
D) Its major activities are selling, shipment, and payment.

Question 60

Determining price elasticity is more difficult for an e-commerce company than a typical "bricks-and-mortar" company.

Question 61

Which of the following is a CRM process?

A) demand management
B) service
C) procurement
D) returns management

Question 62

In the new SAP system at CBI, once a sales order is created, ________.

A) a credit approval request is generated
B) an invoice is submitted
C) a transaction number is created
D) pre-sales actions are verified

Question 63

Certain online CRM service providers use a pay-as-you-go plan to charge the customers. Such a payment arrangement is called ________.

A) indirect billing
B) site licensing
C) cloud servicing
D) software as a service

Question 64

At CBI, the warehouse manager uses the ________ screen in the SAP system to ship items to customers.

A) Post Incoming Payments
B) Outbound Delivery
C) Billing Due List
D) Create Standard Order

Question 65

Which of the following statements is true regarding Salesforce.com?

A) Companies need to have their own database before using Salesforce.com.
B) Salesforce.com keeps its customers' data in the cloud.
C) The software offered by Salesforce.com lacks scalability.
D) Start-up costs associated with using Salesforce.com are typically high.

Question 66

When the warehouse manager at CBI selects the Post Goods Issue button in SAP, ________.

A) the legal ownership of the product changes
B) a purchase request is generated for approval
C) a purchase order is generated for approval
D) a sales offer is made to the customer

Question 67

________ is the preeminent cloud-based CRM vendor.

A) SAS
B) Salesforce.com
C) NetSuite
D) SAP

Question 68

________ is a multi-firm process of buying and selling goods and services using Internet technologies.

A) Social engineering
B) Value networking
C) E-commerce
D) Social networking

Question 69

Which of the following changes were made to the sales process at CBI after the implementation of SAP?

A) The warehouse was responsible for assessing the credit risk of customers and was given access to the accounting database.
B) The accounting department was removed from the sales process and was not given access to the sales database.
C) The pre-sales activities were removed from the sales process, and inventory and price data were maintained by the warehouse.
D) Multiple databases were removed, and a unified system was implemented to track all sales data.

Question 70

The accounting department at CBI receives a message that it can bill a customer for a sale when the ________.

A) order is picked and packed at the warehouse
B) sales order is approved in SAP
C) sales order is generated in SAP
D) warehouse posts the goods issue in SAP

Question 71

The accounting department at CBI uses the ________ screen in SAP to generate an invoice for a sales order.

A) Post Incoming Payments
B) Outbound Delivery
C) Billing Due List
D) Create Standard Order

Question 72

Which of the following is a general benefit that CBI has achieved as a result of implementing SAP?

A) Every department has a dedicated database.
B) The company has been able to focus on low-end customers.
C) New customers are approved faster.
D) The warehouse is allowed to ship orders even before approval.

Question 73

Identify the efficiency objective that sales managers at CBI had set for the implementation of SAP.

A) reducing the number of cancelled orders
B) greater responsiveness to customers
C) greater responsiveness to retailers
D) increasing the sale of first-year products

Question 74

Which of the following facilitates process integration?

A) maintaining independent databases
B) developing mutually supportive processes
C) restricting access to sensitive data
D) decentralizing process activities

Question 75

Who among the following is responsible for creating sales orders in the new SAP system at CBI?

A) warehouse manager
B) accountant
C) sales agent
D) warehouse agent

Question 76

Which of the following is a customer-facing process at CBI?

A) promotion
B) demand management
C) procurement
D) returns management

Question 77

Which of the following is a supply chain process?

A) procurement
B) sales
C) service
D) promotion

Question 78

Identify the effectiveness objective that sales managers at CBI had set for the implementation of SAP.

A) increasing the number of product innovations
B) responding faster to customers
C) reducing the level of inventory
D) reducing the cost of manufacturing

Question 79

A CRM system is used to integrate processes such as ________.

A) inbound and outbound logistics
B) sales and services
C) procurement and sales
D) manufacturing and logistics

Question 80

Social CRM is an information system that ________.

A) is used by social networks to facilitate interaction between their members and third parties
B) helps companies improve intra-departmental communication
C) is used by social networks to gain feedback on how to improve the user experience
D) helps companies collect customer data from social media and share it among their customer-facing processes