University: AMITY Year: 2015Customer Services & Personal Selling
1 . Explain the concept ECR.
2 . Explain the global market challenges and opportunities.
3 . Explain the concept of life cycle in retail.
4 . Explain the theories of retailing.
5 . What are the components of business model?
6 . Explain the reasons for implementing B2B e-Loyalty program.
7 . Explain the importance of Customer Life Cycle.
8 . Explain the concept of CRM.
Assignment - B (case study )
Case Detail :
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S. No. Questions Marks - 10
1. What is service design? How to design service strategy?
2. What are the generic steps to benchmarking?
3. Explain supply relationship vehicle routing.
Assignment - C ( MCQ )
Question No. 1 Marks - 10
Caterpillar (famous for earth moving equipment) has a powerful partnership with its dealers. Which of the following is one of the basic principles upon which this successful partnership is built?
Options
the Internet
advertising
dealer profitability
global networks
Question No. 2 Marks - 10
Most producers use ___________________ to bring their products to market.
Options
detailers
intermediaries
expediters
agents
Question No. 3 Marks - 10
A channel consisting of one or more independent producers, wholesalers or retailers that are seeking to maximize their own profits even at the expense of profits for the channel as a whole is a ________.
Options
independent channel allocation
vertical distribution structure
vertical marketing system
conventional distribution channel
Question No. 3 Marks - 10
A channel consisting of one or more independent producers, wholesalers or retailers that are seeking to maximize their own profits even at the expense of profits for the channel as a whole is a ________.
Options
independent channel allocation
vertical distribution structure
vertical marketing system
conventional distribution channel
Question No. 4 Marks - 10
A company's channel decisions directly affect every ________.
Options
marketing decision
channel member
competitor's actions
customer's choices
Question No. 5 Marks - 10
strategic information system can be any kind of information system that uses information technology to help an organization _______________.
Options
gain a competitive advantage
reduce a competitive disadvantage
meet strategic enterprise objectives
all of the choices are correct
Question No. 6 Marks - 10
A firm can survive and succeed in the long run if it successfully develops strategies to confront the _______________ that shape the structure of competition in its industry.
Options
technological innovations
competitive business processes
competitive forces
competitive strategie
Question No. 7 Marks - 10
A(n) _______________ strategy is a competitive strategy by which a firm seeks to become a low-cost producer of products and services in the industry.
Options
low cost leadership
differentiation
innovation
alliance
Question No. 8 Marks - 10
A(n) _______________ strategy is a competitive strategy by which a firm develops ways to differentiate its products and services from those of its competitors.
Options
low cost leadership
innovation
differentiation
growth
Question No. 9 Marks - 10
A(n) _______________ strategy is a competitive strategy by which a firm develops unique products or services from those of its competitors, or makes radical business changes that may alter the fundamental nature of the industry.
Options
alliance
growth
differentiation
innovation
Question No. 10 Marks - 10
According to the text, competition is a _______________ characteristic in business that _______________.
Options
positive, is natural and healthy
negative, can consume significant resources
neutral, can help a firm meet strategic enterprise objectives
none of the choices are correct.
Question No. 11 Marks - 10
A corporate VMS has the advantage of controlling the entire distribution chain under ________.
Options
little control
single ownership
little control
a few intermediaries
Question No. 12 Marks - 10
A distinguishing feature of a contractual VMS is that coordination and conflict management among the independent members of the channel are attained through ________.
Options
contractual agreements
oral agreements
natural competitive forces
working partnerships
Question No. 13 Marks - 10
An advantage of a channel of distribution over selling direct to consumers is that each channel member plays a ________ in the channel.
Options
disciplinary role
informational role
time-saving part
specialized role
Question No. 14 Marks - 10
Channel members should be evaluated using all of the following criteria except which one?
Options
channel leadership
adaptive criteria
economic factors
control
Question No. 15 Marks - 10
Companies manage their supply chains through ________.
Options
information
transportation modes
the Internet
competitors
Question No. 16 Marks - 10
Companies should state their channel objectives in terms of targeted levels of _________.
Options
efficiency and reduced conflict
co-op advertising
customer service
fair prices
Question No. 17 Marks - 10
From the economic system's point of view, the role of marketing intermediaries is to transform the assortment of products made by producers into the assortment of products wanted by ________.
Options
consumers
channel members
manufacturers
distributors
Question No. 18 Marks - 10
Historically, conventional channels have lacked the leadership to ________.
Options
set standard pricing and packaging
assign member roles and manage conflict
attain efficiency and assign member roles
set standard pricing and promotions
Question No. 19 Marks - 10
In many industries, traditional intermediaries are dropping by the wayside because of changes in ________ and the growth of ________ marketing.
Options
federal laws; business-to-business
franchise structure; independent
state and local laws; target
technology; direct and online
Question No. 20 Marks - 10
In marketing terms, we say that the number of intermediary levels indicates the ________ of a channel.
Options
width
complexity
length
depth
Question No. 21 Marks - 10
All of the following can be used to counter competitive forces in the marketplace except:
Options
Alliances
Growth
Innovation
Bargaining
Question No. 22 Marks - 10
Expanding a company's product offering into global markets is an example of a(n) _______________ strategy.
Options
cost leadership
differentiation
growth
alliance
Question No. 23 Marks - 10
The value chain framework can be used to view a firm as a series, a chain, or a network of basic activities that:
Options
Add value to its products and services, and thus add a margin of value to the firm.
Lower costs along the product development chain.
Create the perception of value and goodwill to employees.
Create a smooth-flowing chain of events between the supplier and the customer.
Question No. 24 Marks - 10
One way to overcome traditional conflicts found in conventional channels of distribution is to construct a:
Options
synchronized channel of distribution.
global channel of distribution.
Norezi channel of distribution.
vertical channel of distribution
uestion No. 25 Marks - 10
When one or more independent producers, wholesalers, and retailers operating as separate businesses make up the channel of distribution, it comprises which type of distribution channel?
Options
power-based
horizontal
vertical
conventional
Question No. 34 Marks - 10
Marketing channel management calls for selecting, managing, ________, and evaluating channel members over time.
Options
pruning
reinstating
motivating
reducing waste
Question No. 35 Marks - 10
Most companies practice strong PRM to forge long-term relationships with channel members. What does PRM stand for?
Options
personnel roster maintenance
primary relationship management
partner relationship management
potential relationship management
Question No. 36 Marks - 10
Rolex watches can only be found in a limited number of intermediaries. This is an example of ________.
Options
quality distribution
high-end distribution
independent distribution
exclusive distribution
Question No. 37 Marks - 10
Smart companies coordinate their logistics strategies and forge strong partnerships with suppliers and customers to improve customer service and reduce channel costs through ________.
Options
cross-functional, cross-company teams
partnering
segregated departmentalization
cross-company teams
Question No. 38 Marks - 10
Sometimes a producer chooses only a few dealers in a territory to distribute its products or services. Generally these dealers are given a right to ________ distribution.
Options
selected
exclusive
administered
intensive
Question No. 39 Marks - 10
To reduce inventory management costs, many companies use a system called ________, which involves carrying only small inventories of parts or merchandise, often only enough for a few days of operation.
Options
economic order quantity
just-in-time logistics
limited inventory logistics
reduction-inventory management
Question No. 40 Marks - 10
Today, a growing number of firms now outsource some or all of their logistics to ________.
Options
channel members
third-party logistics providers
competitors
disintermediaries
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