According to a recent study, fully two thirds of all documented customer dissatifaction results from
a. product failure.
b. poor service.
c. communication breakdown.
d. bad value.
e. misleading advertising.
Question 2Which of the following terms BEST defines the movement of non-critical products and services by firms located in the United States to sources located outside U.S. borders but closer geographically?
a. Regionsourcing
b. Nearshoring
c. Offshoring
d. Outsourcing
Question 3It is now possible for computers to recognize and respond with equal accuracy to both written and spoken communication.
a. True
b. False
Question 4The two largest U.S. trading partners are ________ and ________.
a. Canada; India
b. China; Germany
c. China; India
d. China; Canada
Question 5The best indicator of a product's quality is the customer's
a. initial purchase.
b. repurchase.
c. communication to the company of his or her satisfaction.
d. communication of satisfaction to friends and family.
e. use of coupons.
Question 6If a(n) ________ currency is utilized, the ________ bears the currency risk and is likely to build in additional contingency costs to cover that risk.
a. Supplier's; buyer
b. Supplier's; supplier
c. Buyer's; supplier
d. Buyer's; buyer
e. Regardless of the currency chosen, both parties share the currency risk equally
Question 7Companies who are responsive to customer e-mails often install special software systems to
a. acknowledge receipt of customer messages.
b. eliminate telephone charges to the customer.
c. reduce the need for direct contact with a customer service representative.
d. minimize the amount of time a customer has to use to communicate with the company.
e. all of the above.
Question 8________ allows an organization to react more quickly when risk events occur by already having previously prepared plans and proposed actions in place in advance of the actual event.
a. Multiple sourcing
b. Use of third party intermediaries
c. None of the choices.
d. Hedging
e. Scenario analysis
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