Question 1

Which of the following can a customer use to contact an organisation?

Accepted Answer

A)   Telephone
B)   Email
C)   Web access
D)   All of the answers are correctE) B) and C)
F) C) and D) D

Question 2

List generators,________ management,and cross-selling and up-selling are the three primary operational CRM technologies used in the marketing department.

Accepted Answer

The answer of List generators,________ management,and cross-selling and up-selling are...

Question 3

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximise total supply chain effectiveness and profitability.

Accepted Answer

The answer of Supply chain management involves the management of...

Question 4

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

A)   Plan
B)   Source
C)   Deliver
D)   ReturnE) A) and B)
F) A) and C)

Question 5

Which question below represents a CRM reporting example?

Accepted Answer

A)   Why did sales not meet forecasts?
B)   Which customers are at risk of leaving?
C)   What is the total revenue by customer?
D)   All of the answers are correctE) B) and C)
F) A) and D)

Question 6

What is interactive voice response?

Accepted Answer

A)   Automatically dials outbound calls and when someone answers,the call is forwarded to an available agent
B)   Directs customers to use touch-tone phones or keywords to navigate or provide information
C)   A phone switch routes inbound calls to available agents
D)   None of the answers is correctE) B) and C)
F) A) and D)

Question 7

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Website personalisation
D)   All of the answers are correctE) A) and D)
F) A) and B)

Question 8

What can analytical CRM modelling tools discover?

Accepted Answer

A)   Identify opportunities for expanding customer relationships
B)   Identify opportunities for cross-selling
C)   Identify opportunities for up-selling
D)   All of the answers are correctE) A) and D)
F) All of the above D

Question 9

As the business world increasingly shifts from product focus to customer focus,why are most organisations treating existing customers better than in the past?

Accepted Answer

A)   Existing customers are the best source of profitable and sustainable revenue growth
B)   In the age of e-business,an organisation is guaranteed a favourable customer base and satisfying them is easier than ever
C)   Organisations cannot depend on using statistical analysis or value formulas such as recency,frequency,and monetary to gain insight into customer behaviour or buying patterns
D)   Placing customers at the forefront of all thinking and decision making requires very little operational and technology changesE) A) and B)
F) B) and D)

Question 10

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Accepted Answer

A)   Campaign management
B)   Cross-selling
C)   Up-selling
D)   Down-sellingE) B) and C)
F) C) and D)

Question 11

What helps organisations reduce inventory investments,while improving customer satisfaction?

Accepted Answer

A)   Supply chain event management
B)   Selling chain management
C)   Collaborative engineering
D)   Collaborative demand planningE) A) and B)
F) A) and C)

Question 12

Which of the following is an organisational result from an effective and efficient supply chain management system?

Accepted Answer

A)   Decrease the power of its buyers
B)   Create entry barriers thereby reducing the threat of new entrants
C)   Increase efficiencies while seeking a competitive advantage through cost leadership
D)   All of the answers are correctE) C) and D)
F) A) and C) D

Question 13

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Accepted Answer

A)   Forward integration
B)   Forward data interchange
C)   Backward integration
D)   Backward data interchangeE) A) and B)
F) B) and C)

Question 14

RFM stands for regency,frequency and monetary.

Accepted Answer

A) True 
 B)False

Question 15

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorising suppliers for different projects,which optimises supplier selection.

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 16

What allows customers to use the web to find answers to their questions or solutions to their problems?

Accepted Answer

A)   Contact centre
B)   Web-based self-service
C)   Call scripting
D)   Website personalisationE) All of the above
F) B) and C)

Question 17

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Accepted Answer

A)   Plan
B)   Source
C)   Deliver
D)   MakeE) None of the above
F) A) and D)

Question 18

Which of the following is a common marketing CRM metric?

Accepted Answer

A)   Number of prospective customers
B)   Average number of service calls per day
C)   Average time to resolution
D)   Cost per interaction by marketing campaignE) All of the above
F) B) and C)

Question 19

Which of the following is not one of the five basic components of supply chain management?

Accepted Answer

A)   Plan
B)   Source
C)   Cost
D)   DeliverE) None of the above
F) A) and C)

Question 20

Today,SCM systems focus on extending beyond an organisation's four walls to influence:

Accepted Answer

A)   Suppliers
B)   Suppliers' supplier
C)   Customers' customer
D)   All of the answers are correctE) All of the above
F) A) and D)

Exam 9: Supply Chain Management and Customer Relationship Management

Which of the following can a customer use to contact an organisation?

Correct AnswerverifiedD

List generators,________ management,and cross-selling and up-selling are the three primary operational CRM technologies used in the marketing department.

Correct AnswerverifiedShow Answer

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximise total supply chain effectiveness and profitability.

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Correct AnswerverifiedShow Answer

Which question below represents a CRM reporting example?

Correct AnswerverifiedShow Answer

What is interactive voice response?

Correct AnswerverifiedShow Answer

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Correct AnswerverifiedShow Answer

What can analytical CRM modelling tools discover?

Correct AnswerverifiedD

As the business world increasingly shifts from product focus to customer focus,why are most organisations treating existing customers better than in the past?

Correct AnswerverifiedShow Answer

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Correct AnswerverifiedShow Answer

What helps organisations reduce inventory investments,while improving customer satisfaction?

Correct AnswerverifiedShow Answer

Which of the following is an organisational result from an effective and efficient supply chain management system?

Correct AnswerverifiedD

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Correct AnswerverifiedShow Answer

RFM stands for regency,frequency and monetary.

Correct AnswerverifiedShow Answer

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorising suppliers for different projects,which optimises supplier selection.

Correct AnswerverifiedShow Answer

What allows customers to use the web to find answers to their questions or solutions to their problems?

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

Which of the following is not one of the five basic components of supply chain management?

Correct AnswerverifiedShow Answer

Today,SCM systems focus on extending beyond an organisation's four walls to influence:

Correct AnswerverifiedShow Answer

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