WK 10 EXAMINATION

QUESTION 1

What is a method of disposal of a hazardous waste that requires no transportation but does require special equipment and proof of compliance?

	a.	Incineration
	b.	Waste exchange
	c.	Owned landfill
	d.	Indefinite storage

1 points

QUESTION 2

Which method of segmentation is being used when a customer who frequently buys upgrades bypasses an automated phone queue and gets immediate customer service?

	a.	Segmentation by preferred contact channel
	b.	Segmentation by customer value
	c.	Segmentation by customer needs
	d.	Segmentation by demographics

1 points

QUESTION 3

Segmentation by customers' actual buying habits is an example of which of the following?

	a.	Segmentation by preferred contact channel
	b.	Segmentation by customer value
	c.	Segmentation by customer needs
	d.	Segmentation by demographics

1 points

QUESTION 4

Which is the best definition of data mining?

	a.	Designing data collection tools
	b.	Storing customer data from different collection points in a retrievable format
	c.	The process of studying data to search for previously unknown relationships
	d.	Making customer data available to everyone involved in CRM at every contact point

1 points

QUESTION 5

Reverse logistics considerations affect primarily just the last phase of the product life cycle.

True

False

1 points

QUESTION 6

What option for handling excess production of dog food would generate tax savings?

	a.	Ship overseas to a reseller
	b.	Donate to dog rescue programs
	c.	Dispose in a responsible landfill
	d.	Reduce production in future periods

1 points

QUESTION 7

Which are factors that have led to the growing need to be customer-focused? (Select all that apply.)

	a.	Increased customer expectations
	b.	Declining commodity prices
	c.	Greater ease in comparison shopping
	d.	Increased cost of getting and keeping customers

1 points

QUESTION 8

Which of the following is the primary reason organizations need to implement CRM?

	a.	To Improve sales volume even at the cost of profits
	b.	To help ensure competitive survival
	c.	To create a single supply chain
	d.	To create a single contact channel

1 points

QUESTION 9

What can help an organization ensure that each component or rare material in a returned product gets properly recycled and tracked for compliance purposes?

	a.	Bill of material for disassembly
	b.	Unique identifiers down to the product level
	c.	Return material authorization for disassembly
	d.	Designing products with larger amounts of rare materials

1 points

QUESTION 10

Which of the following is the development of lifetime customers by training staff to optimize each customer's experience?

	a.	Operations
	b.	Analysis
	c.	Relationship building
	d.	Collaboration

1 points

QUESTION 11

Components of CRM include which of the following?

	a.	Enterprise business systems (EBS), marketing, service, and analytics
	b.	Advertising, partner relationship management (PRM), and promotion
	c.	External data, CRM applications, and Web systems
	d.	Only a and c

1 points

QUESTION 12

Which of the following statements about CRM and the product life cycle is (are) correct?

(Note, this is a multiple answer question, please select all responses that correctly apply.)

	a.	CRM does not figure into product life cycle management until the introduction phase.
	b.	Managing supply and demand is a particular concern during the growth phase.
	c.	Maintaining brand image is a major CRM activity during the maturity phase.
	d.	Customer care is critical during the decline phase.

1 points

QUESTION 13

Which will likely have the most impact on a customer's perceived value of a product or service and may impact other strategic decisions because customers tend to use it as an order qualifier?

	a.	Pricing
	b.	Advertising
	c.	Segmentation
	d.	Contact channel

1 points

QUESTION 14

Which two of the following are examples of the voice of the customer? (select the two that best apply.)

	a.	Gathering point-of-sale (POS) data
	b.	Key customer panel groups
	c.	Recording of customers' problems with recent purchases
	d.	Analysis of demographic data to predict customer trends

1 points

QUESTION 15

Which of the following statements about packaging for reverse logistics for exporters is false?

	a.	Use the fewest resources possible.
	b.	Select reusable materials as often as possible.
	c.	Use biodegradable materials when reusable materials are available.
	d.	Prepare for disposal of nonreusable and nonrecyclable materials in a responsible landfill.