Customer Service Operations - Learning Block 3 Practice Questions

Question 1

All of the following activities are part of the customer order fulfillment process except:

Answer 1

Forecasting

Question 2

Which of the following is the starting point of the customer order process?

Answer 2

Customer request/arrival

Question 3

Which of the following defines successful customer order fulfillment?

Answer 3

Orders are filled and sent to customers on time, in the correct quantities, with no damage, and within the specified delivery timeframe

Question 4

Which document states how much a customer owes, including any stipulated reductions in costs for paying early?

Answer 4

Invoice

Question 5

Which of the following best describes the importance of implementing metrics?

Answer 5

Provides a way for a company to gauge customer satisfaction

Question 6

An order management system (OMS) typically provides information about each of the following except:

Answer 6

Product specifications

Question 7

Which of the following best describes customer relationship management (CRM)?

Answer 7

CRM includes all the interactions between companies and their customers

Question 8

Which of the following is a key concept that should be understood when developing a CRM strategy?

Answer 8

Suppliers and customers can benefit from the relationship

Question 9

What technology features the direct exchange of information between computers?

Answer 9

Electronic data interchange (EDI)

Question 10

What is the primary benefit of implementing point of sale (POS) technology?

Answer 10

It is used to update inventory usage as goods are purchased, and to relay this information to other parts of organizations, including warehouses and suppliers