University of La Verne

SCM 350

CHAPTER THREE QUESTIONS-CUSTOMER RELATIONSHIP MANAGEMENT

1)In providing service outputs to consumers, a disadvantage of Internet retailers

compared to store-based retailers arises in:

1. 1. 1. product variety and assortment
      2. lot size
      3. price
      4. waiting time

3-2.        In general, offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

1. has little impact on logistics and distribution cost
2. results in lower logistics and distribution cost
3. results in higher logistics and distribution cost
4. does not impact configuration of a supply chain

3-3.        The most exacting measure of logistics performance regarding availability is:

1. Stockout frequency
2. orders shipped complete
3. fill rate
4. average number of items on hand

1. 4. Which of the following is not one of the “service outputs” of a supply chain:
      1. lot size
      2. waiting time
      3. price
      4. spatial convenience

3-5.        Numerous studies have been performed concerning retail stockouts. While results vary, generally the studies find that stockouts:

1. are extremely rare
2. average about 8%
3. are less frequent for items that are being specifically promoted by a retailer
4. average about 20%

3-6.        With respect to operational performance, most logistics managers would prefer which of the following::

1. a consistent 3 day performance cycle 

2. a performance cycle that averages 3 days with a range of 1 day to four days
3. a performance cycle that averages 2 days but ranges from 1 day to 4 days
4. a consistent 5 day performance cycle

3-7.        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?

1. performance gap
2. knowledge gap
3. standards gap
4. communication gap

3-8.        The difference between a “customer success” focus” and a “customer satisfaction” focus is that:

1. customer satisfaction is more difficult to achieve
2. customer success deals with expectations of customers, satisfaction deals with their requirements
3. customer satisfaction deals with expectations, customer success deals with requirements.
4. there really isn’t any difference

3-9.        Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?

1. customer service
2. customer satisfaction
3. customer success
4. customer happiness

3-10.      Jones Company makes every effort to consistently meet the expectations of all of its customers. It is clear that Jones company is focused on:

1. customer service
2. customer satisfaction
3. customer happiness
4. customer success

3-11.      Which customer accommodation approach requires a comprehensive supply chain perspective on the part of logistics executives?

1. customer success
2. customer satisfaction
3. customer service
4. all of the above

3-12.      Providing value-added services is a critical aspect of:

1. customer service
2. customer satisfaction
3. customer happiness

4. customer success

3-13.      From a strategic perspective, companies should strive to:

1. provide customer success to all customers
2. realize different customer accommodation approaches may be appropriate for different customers
3. all customers desire close customer success types of relationships
4. never refuse to do business with a customer

3-14.      Alpha Company has a performance standard of 97% fill rate. Last month it achieved a 94% fill rate. This is an example of:

1. a knowledge gap
2. a standards gap
3. a performance gap
4. a perception gap

3-15.      On-time delivery is an aspect of a company’s performance in::

1. availability
2. operational performance
3. malfunction recovery
4. speed

3-16.      Since Walmart and Target are both mass merchandisers it is likely that they both have the same logistical service requirements from suppliers.

1. true
2. False

3-17.      Providing greater spatial convenience to customers typically requires greater logistics expense.

1. true
2. false

3-18.      Companies should strive to offer the same fill rate performance on all items they stock.

1. true
2. false

3-19.      Good logistics practice involves developing operations in which malfunctions never occur.

1. true
2. false

3-20. 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%.

1. true