Customer Service Operations - Learning Block 4 Practice Questions Flashcards
Learning Block 4 Practice Questions
What statement best describes reverse logistics?
Reverse logistics involves operations related to the reuse or disposition of products and materials
All of the following are generally part of the reverse logistics process except:
Manufacturing
Which of the following is not a reason for product returns?
Sales promotion
When an item is shipped back by a customer, an important first step in the returns process is the creation of a(n):
Return label
What are the stages in the customer returns process?
Return authorization, receipt, sort and stage, processing and analysis, and disposition
Each of the following represents best practices in customer returns except:
No separate area for returns in the warehouse
Why are there differences among industries regarding the nature and types of returns allowed?
Some industries have products that are more tightly controlled for consumer safety
Which of the following is a key metric related to the returns function?
Length of time to process returned products
Why is the reverse flow, or product return process, viewed less favorably than the forward or initial sales flow?
It results in negative cash flow and inventory restocking
Which of the following best describes the returns process for a company like Apple?
The quick and efficient processing of returns is critical to ensuring customer satisfaction
