Explain the measures of customer service that are influenced by the structure of the distribution network
What will be an ideal response?
Answer: Response time is the time between when a customer places an order and receives delivery.
Product variety is the number of different products/configurations that a customer desires from the distribution network.
Availability is the probability of having a product in stock when a customer order arrives.
Customer experience includes the ease with which the customer can place and receive their order. It also includes purely experiential aspects, such as the possibility of getting a cup of coffee and the value that the sales staff provides.
Order visibility is the ability of the customer to track their order from placement to delivery.
Returnability is the ease with which a customer can return unsatisfactory merchandise and the ability of the network to handle such returns.
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Office Services Inc uses a direct sales force to sell office equipment to its 1,000 target customers
The required rate of customer contact for sales effectiveness and customer satisfaction is two customer visits per month, translating into 24,000 customer contacts per year. Assuming that a salesperson can make three customer visits per day, has 4 days per week to make customer calls, and works 50 weeks per year, how many salespeople does Office Services Inc need to meet its requirements? A) 4 B) 40 C) 480 D) 2,000 E) 2,400
In which kind of exchange rate system are the values of a set of currencies set against each other at some mutually agreed on exchange rate?
A. Clean float B. Floating C. Fixed D. Dirty-float E. Pegged