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Homework answers / question archive / California State University, Long Beach - IS 5E Package Title: Testbank Questions Course Title: IS 5e Chapter Number: 11 1)Over time, the customer relationship with vendors has become more personal
California State University, Long Beach - IS 5E
Package Title: Testbank Questions Course Title: IS 5e
Chapter Number: 11
1)Over time, the customer relationship with vendors has become more personal.
2) Today, customers are becoming increasingly powerful.
3) The real problem with interacting with customers over the Web is
that the company does not have an opportunity to make a good first impression in person.
4) CRM systems focus on marketing to masses of people.
5) CRM means that a company should interact with its customers as a
group.
6) Properly designed CRM systems provide a single, enterprisewide
view of each customer.
7) In the past, customer data has been located all over the company,
typically in the functional areas.
8) Tweets can be used as customer touch points.
9) Transactional CRM systems provide interactive communication with
the customer throughout the organization.
10) For purposes of efficiency, customer data are best stored in the
functional areas of the organization.
11) Collaborative CRM systems provide interaction with customers
throughout the entire organization.
12) Operational CRM systems support the front-office business
processes which directly interact with customers.
13) Sales force automation is a customer-facing application.
14) If you have visited Amazon's Web site previously and then return,
Amazon recommends other books that you might like. This is called cross-selling.
15) Mobile CRM systems are targeting customers through their
laptops.
16) Open-source CRM software doesn't have as many features or
functions as other DRM software.
17) Modern organizations are concentrating on their core
competencies and on becoming more flexible and agile.
18) Supply chain visibility is the time between the receipt of incoming
goods and the dispatch of finished, outbound products.
19) Sourcing from external suppliers occurs in the upstream portion of
the supply chain.
20) Packaging and assembly take place in the downstream portion of
the supply chain.
21) There are typically four flows in the supply chain: materials,
information, returns, and financial.
22) The goal of SCM systems is to reduce friction along the supply
chain.
23) The pull model is make-to-stock.
24) The push model begins with a forecast.
25) Whether forecasters overestimate or underestimate demand, the
company still faces problems.
26) A major source of supply chain uncertainty is the supply forecast.
27) The most common solution to supply chain problems is building
inventories.
28) Horizontal integration is a business strategy in which a company
buys its suppliers.
29) Just-in-time inventory systems try to maximize inventories to
protect against uncertainties along the supply chain.
30) Internet protocol data interchange is a communication standard
that enables business partners to electronically exchange routine documents.
31) Electronic data interchange is a problem for small businesses.
32) The Internet-based extranet is much less costly than proprietary
networks.
Multiple Choice
36. Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:
A. people move from farms to cities
B. consumers became mobile
C. supermarkets and department stores proliferated
D. customer relationship management systems were developed
E. the Internet grew rapidly
37. Which of the following best describes CRM?
A. a process
B. a set of technologies
C. an information system
D. a way of thinking and acting
E. a set of decisions
38. Which of the following is an important enabler of CRM?
A. recognizing that there are many customer touch points
B. recognizing the necessity of treating all customers the same
C. recognizing the need for sophisticated CRM information systems
D. recognizing the need for sophisticated customer databases
E. recognizing the need for a data warehouse
39. Which of the following is not a customer touch point?
A. telephone contact
B. e-mail
C. Web sites
D. customer visits to a store
E. none of the above – all are touch points
40. The complete data on a customer is called:
A. a profile
B. a record
C. a 360-degree view
D. a file
E. a consolidated customer map
41. Which of the following is the most important enabler of the 360-degree view of the customer across an organization?
A. the organization’s database
B. the organization’s data warehouse
C. the organization’s CRM systems
D. the organization’s collaborative CRM systems
E. the organization’s analytical CRM systems
42. Which of the following statements is ?
A. Data consolidation and 360-degree view mean the same thing.
B. Data about customers in various functional areas was difficult to share.
C. Collaborative CRM systems enable customers to provide direct feedback to the organization
D. CRM systems use a data warehouse to make all customer data available to every unit of the business.
E. Organizations can use blogs for customer input about their products and services.
43. systems support the front-office business processes which directly interact with customers.
A. CRM
B. Collaborative CRM
C. Operational CRM
D. Analytical CRM
E. Transactional CRM
44. includes those areas where customers directly interact with the company.
A. CRM
B. Analytical CRM
C. Customer-facing CRM
D. Customer-touching CRM
E. Transactional CRM
45. Which of the follow statements is about customer interaction centers (CIC)?
A. A call center is an example of a CIC.
B. A Help Desk is an example of a CIC.
C. In outboard telesales the sales person contacts the customer.
D. In inboard telesales the customer calls the CIC.
E. Live chat provides an advantage over telephone conversations.
46. The sales, marketing, and service functions are part of:
A. CRM
B. analytical CRM
C. operational CRM
D. collaborative CRM
E. transactional CRM
47. In , company representatives use multiple communication channels to support the communications preferences of customers.
A. telesales rooms
B. group decision support rooms
C. videoconferencing centers
D. sales team meetings
E. customer interaction centers
48. is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
A. Inbound telesales
B. Outbound telesales
C. Sales team efforts
D. Sales force automation
E. The customer help desk
49. is the practice of marketing additional related products to customers based on a previous purchase.
A. Bundling
B. Up-selling
C. Re-selling
D. Additional selling
E. Cross-selling
50. AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:
A. up-selling
B. cross-selling
C. bundling
D. customer relationship management
E. customer intimacy
51. You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:
A. up-selling
B. cross-selling
C. bundling
D. customer relationship management
E. customer intimacy
52. is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.
A. Bundling
B. Up-selling
C. Re-selling
D. Additional selling
E. Cross-selling
53. is a form of .
A. Up-selling, re-selling
B. Bundling, cross-selling
C. Up-selling, bundling
D. Cross-selling, re-selling
E. Re-selling, additional selling
54. A check-in kiosk at the airport would be what type of CRM application?
A. Inbound telesales
B. Customer touching
C. Outbound telesales
D. Sales
E. Customer facing
55. are simple tools for answering repetitive customer questions.
A. Personalized Web pages
B. Customized products and services
C. Frequently asked questions
D. E-mail systems
E. Automated response systems
56. Which of the following statements about loyalty programs is ?
A. Loyalty programs work when there is a high frequency of repeat purchases.
B. Loyalty programs work when there is not personal customization.
C. The purpose of loyalty programs is to influence future behavior.
D. The purpose of loyalty programs is to reward past behavior
E. Loyalty programs are a customer-touching application.
57. systems study customer behavior and perceptions to provide business intelligence.
A. CRM
B. Collaborative CRM
C. Operational CRM
D. Analytical CRM
E. Transactional CRM
58. creates statistical models of customer behavior and the value of customer relationships over time.
A. CRM
B. Analytical CRM
C. Operational CRM
D. Collaborative CRM
E. Transactional CRM
59. is a CRM system that is hosted by an external vendor in the vendor’s data center.
A. Mobile CRM
B. Analytical CRM
C. Operational CRM
D. On-demand CRM
E. Customer-facing CRM
60. Potential problems with on-demand CRM include all of the following except:
A. increases costs for the organization
B. vendor could prove unreliable
C. difficult to modify hosted software
D. may be difficult to integrate hosted software with existing software in the organization
E. giving strategic data to a vendor is risky
61. The benefits of open-source CRM include all of the following except:
A. it is easy to customize
B. it is favorably priced
C. it has more functionality than in-house CRM systems
D. updates and error fixes occur rapidly
E. it has extensive support information available
62. Trends that have led to the supply chain concept include all of the following except:
A. modern organizations are focusing on their core competencies
B. modern organizations are concentrating on becoming more agile and flexible
C. modern organizations are buying their suppliers in order to have more transparency along the supply chain
D. modern organizations are relying on other companies to supply necessary goods and services
E. modern organizations are relying on an increasing number of suppliers
63. is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers’ production processes and transportation networks to their receiving docks.
A. Supply chain visibility
B. Horizontal integration
C. Vertical integration
D. Supply chain intelligence
E. Supply chain integration
64. is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
A. Inventory turnover
B. Inventory velocity
C. Inventory speed
D. Inventory time
E. Inventory production
65. A(n) refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.
A. demand chain
B. business process
C. manufacturing process
D. supply chain
E. enterprise resource process
66. A company’s suppliers, suppliers’ suppliers, and the processes for managing them is the:
A. suppliers’ chain
B. external supply chain
C. upstream portion of the supply chain
D. downstream portion of the supply chain
E. entire supply chain
67. Packaging, assembly, or manufacturing take place in which segment of the supply chain?
A. upstream
B. internal
C. downstream
D. external
E. none of the above
68. A company’s organization and processes for distributing and delivering products to its final customers is the:
A. suppliers’ chain
B. external supply chain
C. upstream portion of the supply chain
D. downstream portion of the supply chain
E. entire supply chain
69. Distribution or dispersal takes place in which segment of the supply chain?
A. upstream
B. internal
C. downstream
D. external
E. none of the above
70. are the physical products, raw materials, and supplies that flow along a supply chain.
A. Reverse flows
B. Reverse logistics
C. Material flows
D. Information flows
E. Financial flows
71. Returned products, recycled products, and disposal of materials or products are called:
A. reverse flows
B. returns
C. material flows
D. information flows
E. financial flows
72. involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.
A. Reverse flows
B. Reverse logistics
C. Material flows
D. Information flows
E. Financial flows
73. Which of the following is not a goal of supply chain management?
A. to reduce uncertainty along the supply chain
B. to decrease inventory levels
C. to increase cycle time
D. to improve customer service
E. to improve business processes
74. Interorganizational information systems result in all of the following except:
A. reduced costs of routine business transactions
B. improved quality of information flow
C. reduced errors
D. increased cycle time
E. eliminated paper processing
75. In the , the production process begins with a forecast.
A. supply chain model
B. inventory model
C. pull model
D. vertical integration model
E. push model
76. In the , the production process begins with a customer order.
A. supply chain model
B. inventory model
C. pull model
D. vertical integration model
E. push model
77. Which of the following is not a problem along the supply chain?
A. poor customer service
B. high inventory costs
C. loss of revenues
D. decreased cycle times
E. extra cost of expediting shipments
78. The is erratic shifts in orders up and down the supply chain.
A. demand forecast effect
B. supply forecast effect
C. bullwhip effect
D. inventory effect
E. customer coordination effect
79. The bullwhip effect comes from which of the following?
A. poor demand forecast
B. price fluctuations
C. order batching
D. rationing within the supply chain
E. all of the above
80. Which of the following is not responsible for the bullwhip effect?
A. poor demand forecast
B. price fluctuations
C. order batching
D. rationing within the supply chain
E. poor supply forecast
81. Which of the following is not a possible solution to supply chain problems?
A. vertical integration
B. building inventories
C. information sharing
D. horizontal integration
E. the bullwhip effect
82. When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:
A. supply chain management
B. demand chain management
C. vendor-managed inventory
D. enterprise resource planning inventory
E. just-in-time inventory
83. Which of the following is not a benefit of EDI?
A. data entry errors are minimized
B. length of messages is longer
C. messages are secured
D. fosters collaborative relationships
E. reduced cycle time
84. Which of the following is not a limitation of EDI?
A. it is inflexible
B. business processes may have to be restructured
C. it is expensive, but ongoing operating costs are low
D. multiple EDI standards exist
E. it is difficult to make quick changes
85. The primary goal of extranets is to do which of the following?
A. foster collaboration between and among business partners
B. to provide security for corporate intranets
C. to provide effective communications inside corporate intranets
D. to enable corporate employees to view inventory information for their companies
E. to enable business partners to better plan mergers and acquisitions
86. Extranets use technology to make communication over the Internet more secure.
A. telepresence
B. anti-malware
C. virtual private network
D. voice-over IP
E. videoconferencing
87. The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?
A. a company and its dealers, customers, and/or suppliers
B. an industry’s extranet
C. joint venture
D. B2B exchange
E. B2C exchange
88. portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
A. Distribution
B. Corporate
C. Affiliate
D. Intranet
E. Procurement
89. Refer to Opening Case – Customer Relationship Management in the Internet Age: Which of the following is ?
A. Millions of people review products, services and companies on the Internet, so one bad review doesn’t have a big impact
B. Tweets containing certain words or brand names can be easily tracked down to the user
C. Once a comment or review is made it online, it go viral and be easily seen by millions of people
D. Social media like facebook, youtube and twitter can affect a company’s reputation both positively and negatively
E. All Statements are
90. Refer to Opening Case: Which of the following is?
A. Organizations can ignore social media.
B. Organizations only need to be followed on Twitter to be effective.
C. An organization has to act on posts about itself on Twitter and Facebook.
D. Tweeter is the only way to monitor customer experiences
E. Organizations can put up a Facebook fan page and customers will flock to it.
91. Refer to IT’s About Business 11.2: Which of the following is about the CRM system described in the case:
A. It reduces the time customers spend on the phone
B. It cuts labor related costs
C. It helps predict frequent customer needs
D. It increases the security of the hotel
E. It reduces customer fallout.
92. Refer to IT’s About Business 11.5 – Campus Quilts Partners with UPS to Manage Its Supply Chain: Which of the following statements is?
A. Small businesses can learn how to manage the logistics from UPS
B. UPS is a customer facing CRM system
C. UPS is a customer touching CRM system
D. UPS can outsource logistics to more proficient companies
E. UPS handles the logistics for small companies without the resources and expertise
93. Refer to IT’s About Business 11.6: By creating manufacturing super centers, 3M was able to make its supply chain more efficient and achieve the following benefits:
A. Reduce currency risk
B. Reduce shipping costs
C. Easier product customization
D. Reduced cycle time
E. All of the above
94. Refer to IT’s About Business 11.7: Airbus is able to track all the items in its supply chain using
A. GPS
B. Infra-red scanners
C. Weight sensors
D. RFID
E. All of the above
95. Refer to Closing Case – Cengage Uses Information Technology to Improve Warehouse Operations: The updated warehouse management system has created the following benefits?
A. Increased worker productivity
B. Lower training time
C. Fewer errors
D. Faster cycle time
E. All of the above
Multiple Choice
121. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Which of the following customer touch points will give Haya the most information after her first weekend of selling?
A. Communication she sends via smart phones.
B. She should build a web site before she begins to sell on campus.
C. She should send an Email to all students on campus.
D. She should put a flyer in every mail box on campus.
E. Actual physical interactions when customers visit her store
122. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Which of the following should Haya consider during her first month of operation?
A. A sales force automation system
B. A customer interaction center
C. Bundling
D. Campaign management
E. Purchasing profiles
123. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Which of the following should Haya focus on during her first month of operation?
A. Search/comparison capabilities on a web site
B. Personalized experiences to make a purchase on a web site
C. Customization of ties
D. FAQs
E. A loyalty program
124. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya begins collecting data about her customers by having them sign up for Promotional Emails at her store. She collects their names and Email address on her form. How might she use the customer data?
A. Target marketing campaigns
B. Cross-sell
C. Gain insights into her products
D. Perform customer profitability analysis
E. Marketing
125. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya begins to notice that her sports ties are selling really well. Which of the following should be her next step?
A. Target marketing campaigns
B. Cross-sell
C. Insights into her products
D. Customer profitability analysis
E. Marketing Multiple Choice
127. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Which of the following is about Haya’s supply chain?
A. Haya’s supplier is downstream in her supply chain.
B. Haya’s customers are upstream in her supply chain.
C. If a customer returns a tie, that is known as reverse logistics.
D. Haya has no information flows.
E. Haya’s supplier is the only other link in her supply chain.
128. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and
offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the following is about Haya’s supply chain?
A. Haya is using a push model.
B. Haya is using a pull model.
C. Haya is experiencing the bull whip effect.
D. Haya has an accurate demand forecast.
E. None of the above are.
129. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the following is about Haya’s supply chain?
A. Haya is using a just-in-time inventory system.
B. Haya is using a vendor-managed inventory.
C. Haya is building inventories.
D. Haya has vertical integration with her upstream supplier.
E. Haya is using a pull model.
130. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya knows she needs to manage her relationship with her supplier. Which of the following is?
A. Haya should invest in EDI software.
B. Haya can use the supplier’s intranet to order.
C. Haya should give the supplier access to her VPN.
D. Haya can use the supplier’s procurement portal to order.
E. Haya can use the supplier’s extranet to check on her order.
131. Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school’s monitors that would display in the dining halls and student union.
Haya orders 40 ties in each of the school colors and 10 in each of four sports. She almost instantly sold out of all the sport themed ties. She decides to approach each of the sports teams on campus to see if they would be willing to buy ties “in bulk”. Which of the following is about Haya’s supply chain?
A. Haya is using a push model.
B. Haya is using a pull model.
C. Haya is experiencing the bull whip effect.
D. Haya has an accurate demand forecast.
E. None of the above are.
