Deck 12: Fulfillment and Customer Service

Question 1

Businesses tend to be most concerned with fulfillment because:

A)it is the final impression left with the customer.
B)it is the chance to communicate with the customer by enclosing additional promotional materials.
C)it helps to generate satisfied customers and future business for the organization.
D)all of the above

Answer 1

D

Question 2

Which of the following have encouraged customers to wait longer before placing an order?

A)fax machines
B)tollfree numbers
C)the Internet
D)all of the above

Answer 2

D

Question 3

On order processing turnaround time, what goal do good marketers try to meet?

A)90% in 24 hours
B)100% in 24 hours
C)100% in 48 hours
D)it depends on the type of merchandise

Answer 3

B

Question 4

Which of the following steps listed below is not included in the fulfillment process?

A)processing
B)response
C)thankyou letter
D)billing

Question 5

Which agency maintains strict rules about what companies must do when an ordered item is "out of stock?"

A)Consumer Bureau
B)Federal Trade Commission
C)Federal Communications Commission
D)General Accountability Office

Question 6

The ______ provides routing information regarding the most efficient way to physically move through the warehouse and assemble the items ordered by the customer.

A)receipt
B)picking list
C)order form
D)packing slip

Question 7

Order received, order processed, items picked in warehouse, order is moved to packing area and packed, and package travel destination points are an accurate account of which of the following processes?

A)fulfillment process
B)outsourcing process
C)inhouse warehouse process
D)packaging process

Question 8

What enables most manufacturers to track items and move them through a distribution center?

A)fivedigit numbers
B)alphabetical stocking
C)bar codes
D)computer chips

Question 9

______ is an emerging business concept based on the idea that the process of building and delivering products should not begin until after the firm receives an order.

A)Warehousing
B)Outside Fulfillment
C)Online Fulfillment
D)Integrated Order Fulfillment

Question 10

Which term below describes how a company operates when it is only the marketing and customer service entity with manufacturing and distribution done elsewhere?

A)virtual enterprise
B)subsidiary marketing
C)seller only
D)emarketing company

Question 11

Another fulfillment option that refers to the integration of people, processes, and technology to ensure customer satisfaction before, during, and after the online buying experience is referred to as which of the following?

A)Efulfillment
B)Outhouse fulfillment
C)Technological fulfillment
D)MultiChannel fulfillment

Question 12

The major problem with many ecommerce organizations is that they lack:

A)funding for marketing and fulfillment
B)focus and emphasis on efulfillment
C)regulations to specify how they should operate
D)technical capabilities

Question 13

The Private Express Statutes grant ______ a form of monopoly over firstclass mail delivery.

A)the USPS
B)major airlines
C)private delivery services
D)FedEx

Question 14

Which mail category is mainly used for the distribution of direct response advertising?

A)FirstClass Mail
B)Priority Mail
C)Mailgram
D)Standard Mail

Question 15

Organizations using call center measure the level of customer dissatisfaction by calculating the rate of ________.

A)call abandonment
B)call shocks
C)frustrated calls
D)returned calls

Question 16

Which of the following is the biggest advantage of establishing an inhouse call center?

A)the time it takes to properly train representatives
B)the degree of control the company has
C)ease of developing measurement systems
D)the financial savings

Question 17

Which of the following is not one of the five main advantages to using an outside call center?

A)low initial investment
B)time flexibility
C)high employee loyalty
D)quick startup

Question 18

Which of the following defines a customercentric business philosophy and culture to support effective marketing service?

A)customer satisfaction
B)customer relationship management
C)customer retention program
D)customer culture

Question 19

Placing an inquiry, order, or complaint with the organization under a fictitious name is primarily an example of

A)evaluating customer satisfaction
B)evaluating employees' responses
C)meeting fulfillment standards
D)obtaining information

Question 20

Tips for keeping customers happy may include which of the following?

A)Don't promise something you cannot deliver
B)Inform your customers about how to return products
C)Test your own service
D)All of the above

Question 21

The main purpose of backend marketing is to build and maintain a better relationship with the customer.

Question 22

Strictly defined, fulfillment means sending the product to the customer or delivering the service agreed upon.

Question 23

The ideal target for order accuracy is not quite 90%.

Question 24

The "offer" should always leave some things to customer' imagination.

Question 25

Direct marketers must examine inventory for quality checks prior to packaging and, if possible, after packaging.

Question 26

If applied correctly, integrated order fulfillment will work for every organization.

Question 27

Delivery drones are revolutionizing delivery systems by eliminating delivery complications such as late delivery arrivals.

Question 28

Many of the most common fulfillment problems originate in the warehouse.

Question 29

A telemarketing house is a dedicated team supported by various telephone technological resources to provide responses to customer inquiries.

Question 30

A disadvantage of contracting outside fulfillment services is an increase in financial risk.