CSCP practice questions 31–40

1. Question 31 · 505 in bank

   The probability of customer dissatisfaction is highest when which of the following conditions exists?

   • ACustomer expectations are clearly defined.
   • BSupplier execution is too low.
   • CThere is a gap between expected performance and perceived performance.
   • DThere is a gap between what was indicated and what was accomplished.

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   Answer: C

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2. Question 32 · 505 in bank

   Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?

   • ACreating a customer-centric organization
   • BDeveloping a map of the customer segments
   • CDocumenting the objectives for implementation
   • DSelecting an information technology solution

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   Answer: A

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3. Question 33 · 505 in bank

   Which of the following customer relationship management activities most appropriately is used for revenue generation?

   • AGenerating customer leads
   • BGenerating graphic sales models
   • CMeasuring customer preferences
   • DIdentifying customer margins

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   Answer: A

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4. Question 34 · 505 in bank

   A manufacturer uses standard costing, and a potential supplier uses activity-based costing. This difference most likely will have implications for which of the following types of future decisions?

   • APrice concessions
   • BMake-or-buy
   • CDistribution warehouse locations
   • DFreight terms

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   Answer: B

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5. Question 35 · 505 in bank

   Compared to a blanket purchase order, a supplier alliance agreement is best differentiated by:

   • Aefficient material replenishment processes.
   • Bclearly identified roles for the buyer and seller.
   • Ca shared vision of added value.
   • Da sole-source agreement.

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   Answer: C

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6. Question 36 · 505 in bank

   Incorporating supplier input into product and process design helps to:

   • Amaintain quality.
   • Bstabilize product costs.
   • Creduce time to market.
   • Dsave costs to the buyer.

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   Answer: C

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7. Question 37 · 505 in bank

   A media company offers a majority of its movies through a specific distributor. The media company is beginning to produce content for a new foreign market to which the distributor has exclusive access. To maximize savings and gain entry to this new market, the media company should:

   • Acreate a contract for the new market.
   • Benter into a partnership.
   • Cform a strategic alliance.
   • Dacquire the distributor.

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   Answer: C

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8. Question 38 · 505 in bank

   A company manufactures special products for select customers. When demand for these products drops, the manufacturer can switch the production line to a commodity-type product that can be sold on the open market at reduced terms to generate cash. The company is executing a corporate strategy that is based on:

   • Acustomer focus and alignment.
   • Bforecast accuracy.
   • Cmultiple downstream channels.
   • Dmultiple upstream supply chains.

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   Answer: D

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9. Question 39 · 505 in bank

   Which of the following actions typically would be considered part of a reverse logistics strategy?

   • AOffering a discount on new purchases when used products are returned
   • BReducing the amount of packaging material used in shipping
   • CManufacturing products in batches consistent with full-truckload shipments
   • DBatching returns of defective components to the suppliers

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   Answer: A

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10. Question 40 · 505 in bank

    A firm supplies products and services to a wide variety of industries with varying requirements for responsiveness and reliability. Many customers across these industries are not satisfied with the firm's ability to meet the lead time and on time delivery requirements. Which of the following tools is most appropriate for the firm to use to improve customer service?

    • ACustomer service ratio metrics
    • BMarket segmentation
    • CCustomer relationship management (CRM)
    • DSupply Chain Operations Reference (SCORֲ®)

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    Answer: B

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CSCP practice, question 31. 505 questions available.