Deck 4: Customer Accommodation

Question 1

Alpha Company has a performance standard of 97% fill rate.Last month it achieved a 94% fill rate.This is an example of:

A)a knowledge gap
B)a standards gap
C)a performance gap
D)a perception gap

Answer 1

C

Question 2

The difference between a "customer success" focus" and a "customer satisfaction" focus is that:

A)customer satisfaction is more difficult to achieve
B)customer success deals with expectations of customers,satisfaction deals with their requirements
C)customer satisfaction deals with expectations,customer success deals with requirements.
D)there really isn't any difference

Answer 2

C

Question 3

Since Walmart* and Target are both mass merchandisers it is likely that they both have the same logistical service requirements from suppliers.

Answer 3

False

Question 4

Achieving customer satisfaction with logistical performance does not mean that customers will be loyal.

Question 5

In providing service outputs to consumers,a disadvantage of Internet retailers compared to store-based retailers arises in:

A)product variety and assortment
B)lot size
C)price
D)waiting time

Question 6

Companies should strive to offer the same fill rate performance on all items they stock.

Question 7

Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact,the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?

A)performance gap
B)knowledge gap
C)standards gap
D)communication gap

Question 8

In general,offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

A)has little impact on logistics and distribution cost
B)results in lower logistics and distribution cost
C)results in higher logistics and distribution cost
D)does not impact configuration of a supply chain

Question 9

On-time delivery is an aspect of a company's performance in:

A)availability
B)operational performance
C)malfunction recovery
D)speed

Question 10

Numerous studies have been performed concerning retail stockouts.While results vary,generally the studies find that stockouts:

A)are extremely rare
B)average about 8%
C)are less frequent for items that are being specifically promoted by a retailer
D)average about 20%

Question 11

Providing greater spatial convenience to customers typically requires greater logistics expense.

Question 12

A company has identified that there are 5 critical components of a "perfect order" It establishes a 97% standard on each of these components.Assuming it achieves this standard,it can expect that its overall perfect order performance is 97%.

Question 13

Providing value-added services is a critical aspect of:

A)customer service
B)customer satisfaction
C)customer happiness
D)customer success

Question 14

Jones Company makes every effort to consistently meet the expectations of all of its customers.It is clear that Jones company is focused on:

A)customer service
B)customer satisfaction
C)customer happiness
D)customer success

Question 15

From a strategic perspective,companies should strive to:

A)provide customer success to all customers
B)realize different customer accommodation approaches may be appropriate for different customers
C)decern/be aware that all customers desire close customer success types of relationships
D)never refuse to do business with a customer

Question 16

Customers may be dissatisfied with a company even if that company consistently provides perfect order performance.

Question 17

Good logistics practice involves developing operations in which malfunctions never occur.

Question 18

Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?

A)customer service
B)customer satisfaction
C)customer success
D)customer happiness

Question 19

Which of the following is not one of the "service outputs" of a supply chain:

A)lot size
B)waiting time
C)price
D)spatial convenience

Question 20

The most exacting measure of logistics performance regarding availability is:

A)Stockout frequency
B)orders shipped complete
C)fill rate
D)average number of items on hand

Question 21

A firm which provides logistics service that is superior to its competitors can be sure that customers are satisfied.

Question 22

In developing strategy for customer accommodation,low-profitability customers should never be candidates for a customer success relationship.

Question 23

A customer success program in a company should focus on every customer the company serves.