Question 1

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

Accepted Answer

The disadvantage of Internet retailers compared to store-based retailers arises in waiting time, as consumers have to wait for the shipping and delivery of the products they purchase online. Store-based retailers, on the other hand, offer immediate access to the products, eliminating the waiting time.

Question 2

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

Accepted Answer

Offering consumers higher levels of service output in terms of greater spatial convenience or product variety often results in higher logistics and distribution costs. This is because it may require additional transportation and storage facilities, as well as more complex inventory management systems to ensure that the right products are available at the right time and in the right locations. Additionally, providing higher levels of service may increase the need for customization or last-minute changes, which can disrupt existing logistics and distribution processes and increase costs.

Question 3

Providing value-added services is a critical aspect of:
A)customer service
B)customer satisfaction
C)customer happiness
D)customer success

Accepted Answer

D

Question 4

Which customer accommodation approach requires a comprehensive supply chain perspective on the part of logistics executives?
A)customer success
B)customer satisfaction
C)customer service
D)all of the above

Accepted Answer

The customer success approach requires a logistics executive to think about the entire supply chain in order to ensure that customers receive the products and services they need to be successful. This approach involves understanding the customer's business goals and helping them achieve those goals through logistics solutions and services. This cannot be achieved without a comprehensive supply chain perspective. Customer satisfaction and customer service can be achieved without this broader understanding.

Question 5

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

Accepted Answer

A performance gap occurs when the actual performance does not meet the expected or desired performance standard. In this case, the actual fill rate of 94% does not meet the performance standard of 97%, indicating a performance gap exists. A knowledge gap occurs when there is a lack of knowledge or skills needed to perform a task. A standards gap occurs when the performance standards are unclear or unrealistic. A perception gap occurs when there is a difference in perception between different parties involved.

Question 6

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

Accepted Answer

Orders shipped complete is the most exacting measure as it directly reflects the ability to fulfill customer orders in full, indicating high availability and performance in logistics.

Question 7

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%

Accepted Answer

Stockouts, or situations where items are not available for sale despite demand, average about 8% according to numerous studies. This figure indicates that while stockouts are not extremely rare, they are a significant concern for retailers, affecting a portion of their inventory.

Question 8

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

Accepted Answer

The situation described is an example of a communication gap, which occurs when there is a difference between what is promised to the customer and what is actually delivered. In this case, the promise of at least 98% of items being received was not met, as the customer only received 95%.

Question 9

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

Accepted Answer

Providing perfect orders is a direct aspect of customer service, as it involves ensuring that all aspects of the order fulfillment process meet the customer's expectations.

Question 10

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

Accepted Answer

The statement mentions that the company makes every effort to consistently meet the expectations of all of its customers, which indicates a focus on customer satisfaction. While customer service, happiness, and success may all be important aspects of meeting customer expectations, the statement specifically mentions meeting expectations, which is closely related to customer satisfaction.

Question 11

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

Accepted Answer

Lot size, waiting time, and spatial convenience are all examples of service outputs that supply chains can provide. However, price is not a service output of a supply chain but rather a factor that influences the demand for the service.

Question 12

respect to operational performance, most logistics managers would prefer which of the following::
A)a consistent 3 day performance cycle
B)a performance cycle that averages 3 days with a range of 1 day to four days
C)a performance cycle that averages 2 days but ranges from 1 day to 4 days
D)a consistent 5 day performance cycle

Accepted Answer

Logistics managers prefer consistency in performance, as it allows them to plan and allocate resources efficiently. A consistent 3-day performance cycle would be the best option as it provides predictability and stability in operations. Option B and C may have an average of 3 days or 2 days, respectively, but the range is too broad, which introduces unpredictability and uncertainty. Option D is also not preferred as a 5-day cycle may be too long for some operations, and it may be challenging to maintain consistency over an extended period.

Quiz 3: Customer Relationship Management

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

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

Providing value-added services is a critical aspect of:

Which customer accommodation approach requires a comprehensive supply chain perspective on the part of logistics executives?

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

most exacting measure of logistics performance regarding availability is:

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

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?

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

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

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

respect to operational performance, most logistics managers would prefer which of the following::