Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Management
Q:
Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?
A. contact center
B. web-based self-service
C. call scripting
D. website personalization
Q:
A back order is an unfilled customer order for a product that is out of stock.
Q:
Which of the following is not considered a feature in a contact center?
A. automatic call distribution
B. interactive voice response
C. predictive dialing
D. automatic predictive dialing
Q:
Supply chain visibility ensures supply chain cohesion by automating the different activities of the supply chain.
Q:
What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?
A. contact center
B. web-based self-service
C. call scripting system
D. uplift modeling
Q:
Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.
Q:
What is the primary difference between contact management and opportunity management?
A. Contact management deals with new customers; opportunity management deals with existing customers.
B. Contact management deals with existing customers; opportunity management deals with existing customers.
C. Contact management deals with new customers; opportunity management deals with new customers.
D. Contact management deals with existing customers; opportunity management deals with new customers.
Q:
Products are distributed to customers and their downstream customers at all levels.
Q:
What is web-based self-service?
A. a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
B. customers use the web to find answers to their questions or solutions to their problems
C. a system that gathers product details and issue-resolution information, which can be automatically generated into a script for the representative to read to the customer
D. a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products
Q:
Materials are transformed into semifinished and finished productsthe organizations own production processes.
Q:
What is a contact center or call center?
A. a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
B. customers use the web to find answers to their questions or solutions to their problems
C. a system that gathers product details and issue-resolution information, which can be automatically generated into a script for the representative to read to the customer
D. a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products
Q:
In the basic supply chain, deliver refers to planning for transportation of goods to customers.
Q:
What is predictive dialing?
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. routes inbound calls to available agents
D. All of these are correct.
Q:
In the basic supply chain, plan refers to preparing to manage all resources required to meet demand.
Q:
What is interactive voice response (IVR)?
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. routes inbound calls to available agents
D. All of these are correct.
Q:
In the basic supply chain, return refers to preparing to manage all resources required to meet demands.
Q:
What is automatic call distribution?
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. routes inbound calls to available agents
D. All of these are correct.
Q:
In the basic supply chain, make refers to manufacturing products and creating production schedules.
Q:
Which of the following was one of the first CRM components built to address the issue that sales representatives were struggling with overwhelming amounts of customer account information that they were required to maintain and track?
A. sales management system
B. contact management system
C. opportunity management system
D. sales force automation system
Q:
In the basic supply chain, return refers to supporting customers and product returns.
Q:
What targets sales opportunities by finding new customers or companies for future sales?
A. sales management system
B. contact management system
C. opportunity management system
D. sales force automation system
Q:
In the basic supply chain, source refers to planning for transportation of goods to customers.
Q:
What maintains customer contact information and identifies prospective customers for future sales?
A. sales management CRM system
B. contact management CRM system
C. opportunity management CRM system
D. sales force automation CRM system
Q:
In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.
Q:
What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
A. sales management CRM systems
B. contact management CRM systems
C. opportunity management CRM systems
D. All of these are correct.
Q:
Plan, source, give, get, and return are the five basic supply chain management components.
Q:
Which of the following represents sales force automation?
A. helping an organization identify its customers across applications
B. selling additional products or services to a customer
C. tracking all of the steps in the sales process automatically
D. selling larger products or services to a customer
Q:
Plan, source, make, deliver, and return are the five basic supply chain management components.
Q:
What is McDonald's performing when it asks its customers if they would like to super-size their meals?
A. campaign management
B. cross-selling
C. up-selling
D. down-selling
Q:
The customers' customer is upstream in the supply chain.
Q:
What is increasing the value of the sale?
A. cross-selling
B. up-selling
C. campaign management system
D. customer service and support
Q:
What is selling additional products or services to an existing customer?
A. cross-selling
B. up-selling
C. campaign management system
D. customer service and support
Q:
Middleware translates information between disparate systems.
Q:
What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?
A. cross-selling
B. up-selling
C. campaign management system
D. customer service and support
Q:
Integrations provide enterprisewide support and data access for a firm's operations and business processes.
Q:
What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
A. cross-selling
B. up-selling
C. campaign management system
D. customer service and support
Q:
Enterprise application integration (EAI) middleware takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors.
Q:
What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
A. campaign management system
B. cross-selling
C. up-selling
D. list generator
Q:
Integrations are achieved using middlewareseveral types of software that sit between and provide connectivity for two or more software applications. Middleware translates information between disparate systems.
Q:
What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
A. campaign management system
B. cross-selling
C. up-selling
D. list generator
Q:
A forward integration takes information entered into a given system and sends it automatically to all upstream systems and processes.
Q:
Which of the following operational CRM technologies does the customer service department typically use?
A. contact center, web-based self-service, call scripting
B. sales management, contact management, opportunity management
C. list generator, opportunity management, cross-selling and up-selling
D. list generator, campaign management, cross-selling and up-selling
Q:
A backward integration takes information entered into a given system and sends it automatically to all downstream systems and processes.
Q:
Which of the following operational CRM technologies does the marketing department typically use?
A. contact center, web-based self-service, call scripting
B. contact center, cross-selling and up-selling, web-based self-service
C. list generator, opportunity management, cross-selling and up-selling
D. list generator, campaign management, cross-selling and up-selling
Q:
A backward integration takes information entered into a given system and sends it automatically to all upstream systems and processes.
Q:
Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns?
A. CRM
B. SCM
C. ERP
D. All of these are correct.
Q:
A forward integration takes information entered into a given system and sends it automatically to all downstream systems and processes.
Q:
Which of the following operational CRM technologies does the sales department typically use?
A. campaign management, contact management, opportunity management
B. sales management, contact management, contact center
C. sales management, call scripting, opportunity management
D. sales management, contact management, opportunity management
Q:
Data integration is the integration of data from multiple sources, which provides a unified view of all data.
Q:
Which question below represents a CRM predicting technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of these are correct.
Q:
Application integration is the integration of a company's existing management information systems.
Q:
Which question below represents a CRM analyzing technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of these are correct.
Q:
Application integration is the integration of data from multiple sources, which provides a unified view of all data.
Q:
Which question below represents a CRM reporting technology example?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of these are correct.
Q:
Data integration is the integration of a company's existing management information systems.
Q:
What is an organization performing when it asks questions such as "which customers are at risk of leaving"?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
Q:
Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.
Q:
What is an organization performing when it asks questions such as "why was customer revenue so high"?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
Q:
Integrations allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.
Q:
What helps an organization identify its customers across applications?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
Q:
Which of the following is not one of the three phases in the evolution of CRM?
A. reporting
B. analyzing
C. processing
D. predicting
Q:
Which of the following is a common marketing CRM metric?
A. number of new prospective customers
B. average number of service calls per day
C. average time to resolution
D. cost per interaction by marketing campaign
Q:
Which of the following is a common customer service CRM metric?
A. number of new prospective customers
B. number of marketing campaigns
C. average time to resolution
D. revenue generated by marketing campaigns
Q:
Which of the following is not a valid way that a CRM system can collect information?
A. accounting system
B. order fulfillment system
C. inventory system
D. customers personal computer
Q:
Which of the following is not a current CRM trend?
A. partner relationship management
B. supplier relationship management
C. employee relationship management
D. distributor relationship management
Q:
What is customer relationship management (CRM)?
A. the management of information between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B. the integration of all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprisewide information about all business operations
C. a means of managing all aspects of a customers relationship with an organization to increase customer loyalty and retention and an organizations profitability
D. information that connects the plans, methods, and tools aimed at integrating separate enterprise system
Q:
What helps organizations reduce their investment in inventory while improving customer satisfaction through product availability?
A. supply chain event management
B. selling chain management
C. collaborative engineering
D. collaborative demand planning
Q:
What allows an organization to reduce the cost and time required during the design process of a product?
A. supply chain event management
B. selling chain management
C. collaborative engineering
D. collaborative demand planning
Q:
What applies technology to the activities in the order life cycle from inquiry to sale?
A. supply chain event management
B. selling chain management
C. collaborative engineering
D. collaborative demand planning
Q:
What enables an organization to react more quickly to resolve supply chain issues?
A. supply chain event management
B. selling chain management
C. collaborative engineering
D. collaborative demand planning
Q:
What is collaborative demand planning?
A. enables an organization to react more quickly to resolve supply chain issues
B. applies technology to the activities in the order life cycle from inquiry to sale
C. allows an organization to reduce the cost and time required during the design process of a product
D. helps organizations reduce their investment in inventory while improving customer satisfaction through product availability
Q:
What is collaborative engineering?
A. enables an organization to react more quickly to resolve supply chain issues
B. applies technology to the activities in the order life cycle from inquiry to sale
C. allows an organization to reduce the cost and time required during the design process of a product
D. helps organizations reduce their investment in inventory while improving customer satisfaction through product availability
Q:
What is selling chain management?
A. enables an organization to react more quickly to resolve supply chain issues
B. applies technology to the activities in the order life cycle from inquiry to sale
C. allows an organization to reduce the cost and time required during the design process of a product
D. helps organizations reduce their investment in inventory while improving customer satisfaction through product availability
Q:
What is supply chain event management (SCEM)?
A. enables an organization to react more quickly to resolve supply chain issues
B. applies technology to the activities in the order life cycle from inquiry to sale
C. allows an organization to reduce the cost and time required during the design process of a product
D. helps organizations reduce their investment in inventory while improving customer satisfaction through product availability
Q:
What are unmanned aircraft that can fly autonomously, or without a human?
A. 3D Printing
B. robotics
C. drones
D. RFID
Q:
What focuses on creating artificial intelligence devices that can move and react to sensory input?
A. 3D Printing
B. robotics
C. drones
D. RFID
Q:
What are robotics?
A. a process that buildslayer by layer in an additive processa three-dimensional solid object from a digital model
B. the use of electronic tags and labels to identify objects wirelessly over short distances
C. unmanned aircraft that can fly autonomously, or without a human
D. the focus on creating artificial intelligence devices that can move and react to sensory input
Q:
What are drones?
A. a process that buildslayer by layer in an additive processa three-dimensional solid object from a digital model
B. the use of electronic tags and labels to identify objects wirelessly over short distances
C. unmanned aircraft that can fly autonomously, or without a human
D. the focus on creating artificial intelligence devices that can move and react to sensory input
Q:
What is RFID?
A. a process that builds-layer by layer in an additive process-a three dimensional solid object from a digital model
B. the use of electronic tags and labels to identify objects wirelessly over short distances
C. unmanned aircraft that can fly autonomously, or without a human
D. the focus on creating artificial intelligence devices that can move and react to sensory input
Q:
What promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag?
A. computer-aided design/computer-aided manufacturing
B. maker movement
C. makerspace
D. RFID electronic product code