Question 1

Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns?

Accepted Answer

A) CRM 
B) SCM 
C) ERP 
D) All of these

Question 2

Which of the following is not considered a feature in a contact center?

Accepted Answer

A) Automatic call distribution 
B) Interactive voice response 
C) Predictive dialing 
D) Automatic predictive dialing

Question 3

Most organizations manage their relationships with customers by setting ___________ limits.

Accepted Answer

The answer of Most organizations manage their relationships with customers...

Question 4

RFM stands for regency, frequency, and monetary.

Accepted Answer

A) True 
 B)False

Question 5

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Accepted Answer

The answer of An organization can find its most valuable...

Question 6

Which of the following metrics represents an unfilled customer order for a product that is out of stock?

Accepted Answer

A) Back order 
B) Inventory cycle time 
C) Customer order cycle time 
D) Inventory turnover

Question 7

Which of the following occurs when everyone involved in sourcing, producing, and delivering the company's product works with the same information?

Accepted Answer

A) Eliminates redundancies 
B) Cuts down wasted time 
C) Removes misinformation 
D) All of these

Question 8

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Accepted Answer

The answer of Supply chain management involves the management of...

Question 9

Which activities do human resource components perform?

Accepted Answer

A) Track employee information including payroll, benefits, compensation, and performance assessment, and assume compliance with the legal requirements of multiple jurisdictions and tax authorities. 
B) Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. 
C) Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. 
D) None of these

Question 10

The Internet can completely replace phone and face-to-face communications with customers.

Accepted Answer

A) True 
 B)False

Question 11

Which application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling?

Accepted Answer

A) CRM 
B) SCM 
C) ERP 
D) All of these

Question 12

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR, who can then relay them to the customer.

Accepted Answer

The answer of ___________ scripting systems access organizational databases that...

Question 13

Which of the following is not one of the three most common core ERP components focusing on internal operations?

Accepted Answer

A) Accounting and finance 
B) Production and materials management 
C) Business intelligence 
D) Human resources

Question 14

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Accepted Answer

The answer of The three phases of CRM include (1)...

Question 15

Where would you find the customers' customer in a typical supply chain?

Accepted Answer

A) Upstream 
B) Downstream 
C) In the middle 
D) Not on the supply chain

Question 16

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Accepted Answer

A) Accounting 
B) CRM 
C) Sales 
D) Human resources

Question 17

McDonald's is _________-selling when it asks their customers if they would like an apple pie with their meal.

Accepted Answer

The answer of McDonald's is _________-selling when it asks their...

Question 18

___________-office operations deal directly with the customer.

Accepted Answer

The answer of ___________-office operations deal directly with the customer....

Question 19

Selling ________ management applies technology to the activities in the order life cycle from inquiry to sale.

Accepted Answer

The answer of Selling ________ management applies technology to the...

Question 20

Which of the following is not one of the five basic components of supply chain management?

Accepted Answer

A) Plan 
B) Source 
C) Cost 
D) Deliver

Exam 8: Enterprise Applications: Business Communications