SCMN Final Exam Questions With Correct
Answers A+
1. What is post sales customer service? What do call centers do? - AnswerA company's after-
sales service is all the help and information that it provides to customers after they have bought a
particular product. [business] ...a local retailer w...
1. What is post sales customer service? What do call centers do? - Answer✔A company's after-
sales service is all the help and information that it provides to customers after they have bought a
particular product. [business] ...a local retailer who offers a good after-sales service.
Mission of call centers has broadened from
order taking to caring for customer needs
• Call types handled
• Inquiries
• Orders
• Complaints
• Helpdesk
• Dispatching
• Credit
• Return authorization
"Can you show me how this paper shredder works?"
Effective post sales processes drive
customer satisfaction, retention, and profits
2. What is service parts logistics? How does it differ from traditional logistics? -
Answer✔supports the overall repair and maintenance of equipment as it moves through its post-
sales lifecycle.
-Traditional forecasting concepts and supply chain strategies do not apply to service parts
3. What is reverse logistics? What are its key challenges? - Answer✔-process of planning,
implementing and controlling the efficient, cost-effective flow of materials, in-process inventory,
finished goods and related info from the point of consumption to the point of origin for the
purpose of recapturing value or proper disposal.
inability of systems to handle returns
• lack of worker training in reverse logistics procedures
• little or no identification on returned packages
• inadequate inspection and testing of returns
• placing of potentially damaged returned products into sales stocks!
4. What can companies do with returns other than throw them in the trash? - Answer✔1.
Gatekeeping
2. Resell as is
3. Refurbish
4. Recycle
5. Dump in Landfill
5. How is global SCM different from domestic SCM? How does globalization impact day-to-day
operations? - Answer✔As companies move from National to Global operations, supply chain
size and complexity grow dramatically.
-Global networks are more complicated
-multiple participants
-new types of orgs & role players
-Global logistics operations are more challenging
-greater distance & +3 distinct moves
-extensive product handling
-shipment visibility issues
-Inventory is Higher
-Facilities Network are More Difficult to Control
-Transportation is More Difficult & Costly
-Service is Slower & More Costly
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