SCMN 3150 Test 3 Auburn || All Questions Answered Correctly.
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Course
SCMN 3150
Institution
SCMN 3150
What is post sales customer service? (2 types) correct answers 1) Customer service = focused on enhancing level of customer satisfaction
2) After sale support = focused on building an on-going relationship with the customer
- much cheaper to work to keep current customer then having to get a...
SCMN 3150 Test 3 Auburn || All Questions Answered
Correctly.
What is post sales customer service? (2 types) correct answers 1) Customer service = focused on
enhancing level of customer satisfaction
2) After sale support = focused on building an on-going relationship with the customer
- much cheaper to work to keep current customer then having to get a new one
T/F: The responsibilities of supply chain managers end when product is delivered to or taken
home by the customer? correct answers False
Who provides good customer service? Who provides bad customer service? correct answers -
Chick-Fil-A, Starbucks, Amazon
-Charter, T-Mobile, Walmart
What do call centers do? correct answers Mission of call centers has broadened from order
taking to caring for customer needs
Allows customers to find information in way that is most convenient for them
- handles:
Inquiries
Orders
Complaints
Helpdesk
Dispatching
Credit
Return authorization
-Effective post sales processes drive customer satisfaction, retention, and profits
T/F: The purpose of a call center is to annoy customers with telemarketing calls and confusing
menu systems. correct answers False
What is service part logistics? correct answers Industry supports the overall repair and
maintenance of equipment as it moves through its post-sales lifecycle
- Management of the time critical delivery of spare parts to end users as part of an after sales
service
- highly fragmented activity
What are challenges of service parts logistics? correct answers Need for rapid repairs, especially
in high $$$ equipment scenarios.
, How does it service part logistics differ from traditional logistics? correct answers Traditional
forecasting concepts and supply chain strategies do not apply to service parts
Which type of supply chain is more complex - a new product supply chain or a service parts
supply chain? Why? correct answers Service Parts Supply Chain
Characteristics of Service Supply Chain vs. Manufacturing Supply Chain (Item Demand,
Demand Events, Delivery Network, Profit Margins, Inventory Strategy, IT Investment) correct
answers Item Demand:
-low: 1-2 year
-very high
Demand Events:
-random
-predictable; traditional forecasting tools
Delivery Network:
-increasing in complexity
-continued simplification
What is reverse logistics? correct answers -The backward flow of goods returned to the supply
chain
-Occurs when goods are returned by a customer and reenter supply chain.
- Catch all term consisting of:
1. Returns
2. Remanufacturing
3. Refurbishments activities
Retail returns range 6% to 10% of sales
Online returns range 20% to 30% of sales
Returns are increasing because of the growth of online shopping
Returns can have a direct negative impact on the environment, customer service, the firm's
reputation, and profitability
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