Discover the Enterprise Resource Plan Sys Chapter 8 quiz solution with correct and wrong answers to help you get full grades.
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Table of Contents
Enterprise Resource Plan Sys Chapter 8 quiz solution
Enterprise Resource Plan Sys Chapter 8 quiz solution
1. Which of the below types of knowledge is easily codified and documented?
Correct Answer: Explicit knowledge
Evaluation: ✅
Enterprise Resource Plan Sys Chapter 8 quiz solution
2. When would an ERP system typically need to determine available to promise (ATP)?
Correct Answer: Order taking
Evaluation: ❌
Enterprise Resource Plan Sys Chapter 8 quiz solution
3. When a salesperson identifies a potential deal, that is referred to as a(n) __________.
Correct Answer: Opportunity
Evaluation: ✅
Enterprise Resource Plan Sys Chapter 8 quiz solution
4. Assigning a mode of transport is part of which order fulfillment activity?
Correct Answer: Shipping
Evaluation: ✅
Enterprise Resource Plan Sys Chapter 8 quiz solution
5. A legal entity that is responsible for payment upon receipt of goods or services from another entity is known as a(n) _________.
Correct Answer: Account
Evaluation: ✅
6. ___________ refers to the physical location where goods and services are sold to the customer.
Correct Answer: Point of sale
Evaluation: ✅
7. Which of the following systems can help decrease selling and service costs when used in conjunction with CRM?
Correct Answer: Knowledge management
Evaluation: ❌
8. Which of the following activities would occur earliest in the sales process?
Correct Answer: Lead generation
Evaluation: ✅
9. A type of CRM data analytic that would determine the likelihood a customer might churn (leave) is called?
Correct Answer: Predictive modeling
Evaluation: ✅
10. A _________ accompanies the goods to the customer and lists the descriptions and quantities of each item shipped.
Correct Answer: Packing slip
Evaluation: ✅
11. ___________ is identifying relevant attributes about existing customers by describing their type, or “persona.”
Correct Answer: Profiling
Evaluation: ✅
12. ___________ refers to the physical location where goods and services are sold to the customer.
Correct Answer: Point of sale
Evaluation: ✅
13. Customer relationship management (CRM) systems are not used to ____________:
Correct Answer: Enable better recruitment and retention of sales agents
Evaluation: ✅
14. This software is used to automate the operations of technicians such as dispatch and service delivery windows:
Correct Answer: Field service management
Evaluation: ✅
15. Which of the following is not a key objective of CRM systems?
Correct Answer: Reduce operational costs
Evaluation: ✅
16. Which of the following is not considered a “pre-sales” event?
Correct Answer: Invoice
Evaluation: ❌
17. _______ gives salespeople a visual snapshot of where prospects are in the sales process and how many deals are expected to close in a given week, month, year.
Correct Answer: Sales Pipeline
Evaluation: ✅
18. What activity in the sales process is typically accomplished by ERP as opposed to CRM?
Correct Answer: Order fulfillment
Evaluation: ✅
19. Which of the following activities is not supported by a CRM system?
Correct Answer: Managing accounts receivable
Evaluation: ❌
20. The sum of knowledge that provides business value is called _________.
Correct Answer: Organizational knowledge
Evaluation: ✅
21. What metric would not be one that would gauge the success of a field service management (FSM) module of an ERP system?
Correct Answer: Customer retention costs
Evaluation: ✅
22. What activity in the sales process is typically accomplished by ERP as opposed to CRM?
Correct Answer: Order fulfillment
Evaluation: ✅
23. An example of a metric that could be used to measure the value received from CRM Service component would be?
Correct Answer: Customer satisfaction levels of technicians
Evaluation: ❌
24. ___________ is used to better tailor marketing efforts to groups of individuals.
Correct Answer: Customer segmentation
Evaluation: ✅
25. Which of the following systems can help decrease selling and service costs when used in conjunction with CRM?
Correct Answer: Knowledge management
Evaluation: ✅
26. ___________ is identifying relevant attributes about existing customers by describing their type, or “persona.”
Correct Answer: Profiling
Evaluation: ❌
27. Which of the following steps is when the ERP will typically determine the mode of transportation?
Correct Answer: Shipping
Evaluation: ✅
28. Which of the following is not an objective of a CRM system?
Correct Answer: Rationalize the supplier base
Evaluation: ✅
29. Individuals or organizations that indicate an interest in a company’s product or service in some way, shape, or form but are not customers of the company yet are known as _________?
Correct Answer: Leads
Evaluation: ✅
30. A type of CRM analytic is lead scoring. This is all about prioritizing your sales resources. In most sales situations there is a long list of leads in the database. Sales reps plan follow-ups on those leads, make phone calls and visit their prospects etc. All this is time consuming and incurs an opportunity cost because if the sales rep spent more time on a “better” lead, it would increase revenues, not waste time. Coming up with a way to score leads by probability of conversion is what type of CRM analytic?
Correct Answer: Predictive modeling
Evaluation: ✅
31. What type of information is not typically included in customer knowledge management (CKM)?
Correct Answer: Website traffic information
Evaluation: ❌
32. The sum of knowledge that provides business value is called _________.
Correct Answer: Organizational knowledge
Evaluation: ❌
33. Which of the following systems can help decrease selling and service costs when used in conjunction with CRM?
Correct Answer: Knowledge management
Evaluation: ❌
34. This software is used to automate the operations of technicians such as dispatch and service delivery windows:
Correct Answer: Field service management
Evaluation: ✅
35. ___________ is identifying relevant attributes about existing customers by describing their type, or “persona.”
Correct Answer: Profiling
Evaluation: ✅
36. Which of the following is not a key objective of CRM systems?
Correct Answer: Reduce operational costs
Evaluation: ✅
37. A _________ accompanies the goods to the customer and lists the descriptions and quantities of each item shipped.
Correct Answer: Packing slip
Evaluation: ✅
38. An example of a metric that could be used to measure the value received from CRM Service component would be?
Correct Answer: Customer satisfaction levels of technicians
Evaluation: ❌
39. When a salesperson identifies a potential deal, that is referred to as a(n) __________.
Correct Answer: Opportunity
Evaluation: ✅
40. Which of the following terms for the sales process encompasses more activities?
Correct Answer: Lead-to-cash
Evaluation: ✅
41. Individuals or organizations that indicate an interest in a company’s product or service in some way, shape, or form but are not customers of the company yet are known as _________?
Correct Answer: Leads
Evaluation: ✅
42. Cross-selling is an example of which type of CRM analytic?
Correct Answer: Predictive modeling
Evaluation: ✅
43. What activity in the sales process is typically accomplished by ERP as opposed to CRM?
Correct Answer: Order fulfillment
Evaluation: ✅
44. When a company sets up a Facebook site and potential customers “like” the page, the company is using Social CRM for:
Correct Answer: Lead generation
Evaluation: ✅
45. ___________ refers to the physical location where goods and services are sold to the customer.
Correct Answer: Point of sale
Evaluation: ✅
46. Which of the following is not a key objective of CRM systems?
Correct Answer: Reduce operational costs
Evaluation: ✅
47. ___________ is used to better tailor marketing efforts to groups of individuals.
Correct Answer: Customer segmentation
Evaluation: ✅
48. Which of the following systems can help decrease selling and service costs when used in conjunction with CRM?
Correct Answer: Knowledge management
Evaluation: ✅
49. Which of the below types of knowledge is easily codified and documented?
Correct Answer: Explicit knowledge
Evaluation: ✅
50. If a potential customer downloads an article on a company’s website, followed by clicking on a pricing page, this CRM analytic determines the probability the customer will then perform another follow-up action such as buying a product.
Correct Answer: Sequencing
Evaluation: ✅
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