BM1913

NAME: Alexzandra Fernandez DATE: may 28 SCORE:

I. MULTIPLE CHOICE (5 items x 2 points)

Encircle the letter of the correct answer.

1. This dimension of customer service refers to the company’s entire order fulfillment cycle time.
A. Time
B. Dependability
C. Communication
D. Flexibility
2. This dimension of customer service offers ease of order taking and queries response.
A. Time
B. Dependability
C. Communication
D. Flexibility
3. This dimension of customer service refers to the company’s ability to provide fixed delivery times of
accurate and undamaged orders.
A. Time
B. Dependability
C. Communication
D. Flexibility
4. This dimension of customer service provides the ability to recognize and respond to a customer’s
changing needs.
A. Time
B. Dependability
C. Communication
D. Flexibility
5. This involves focusing on customer requirements and delivering products and services, resulting in
high levels of customer satisfaction.
A. Customer relationship management (CRM)
B. Order-to-cash cycle
C. Lead time
D. Order management

II. ENUMERATION (10 items x 2 points)

1–3. Transactional elements of customer service
4–7. Examples of customer service metrics
8–10. Levels of focus that achieve customer satisfaction

Answer:

1. post-transaction elements
2. pre-transaction elements
3. transaction elements

4. number of stock outs

5. percent of sales on backorder
6. number inaccurate orders
7. percent of in-time deliveries

8. intimacy
9. service
10. engagement

10 Quiz 1 *Property of STI

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