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Prepare for the CIPS Global Logistics Strategy exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.
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The questions for L6M10 were last updated on Feb 19, 2025.
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Mr. Mark works as a customer service manager for an e-commerce company called "ShopSmart." ShopSmart sells a wide range of products online, and Mark's team is responsible for addressing customer inquiries and issues. Below are five customer cases that need to be resolved. For each case, find the solution for the issue and select preventive measures.
Customer 1: Jane ordered a birthday gift for her daughter, but it arrived two days late, missing the special day. She had meticulously planned a surprise celebration, and the late delivery disrupted her plans. As a result, her daughter was left disappointed, and Jane is seeking not only a solution to the delayed delivery but also a way to make it up to her daughter.
Customer 2: Jack received a defective electronic gadget he ordered, and it's not functioning correctly. Jack wants to know how ShopSmart can rectify this situation and ensure that he receives a fully functional replacement or a refund.
Customer 3: Sarah received her order, but some items from her purchase were missing. Sarah is seeking a solution to get the missing items as soon as possible to avoid disappointment and inconvenience.
Customer 4: Mike noticed a billing discrepancy on his credit card statement related to a recent purchase. He's a loyal customer and has never encountered such an issue before. Mike is concerned about the erroneous charges on his statement and is looking for a prompt resolution and clarification regarding the billing error.
Customer 5: Emily wants a refund for a dress she ordered online, but it doesn't fit as expected. The dress size was not in line with ShopSmart's sizing chart, and Emily wants to return the dress and receive a refund promptly. She's looking for a hassle-free return process and a full refund for the purchase.
Q: What preventive measures will Mark take to address Customer 2 Jack's issue?
Answer Options:
To prevent defective items from being sent to customers, ShopSmart should enhance quality control during the packaging and shipping process. [P 166-169]
Which law influences XYZ Manufacturing's reverse logistics?
The Clean Air Act regulates emissions, impacting environmental logistics practices. [P-176]
The following five companies are dealing with the challenge of managing a product portfolio, catering to diverse customer segments across international territories. Each company manager is tasked with prioritizing specific focus areas and allocating resources to overcome challenges.
Company A: A grocery store chain frequently offers special promotions and discounts, significantly affecting ordering patterns. These volatile prices make it challenging to maintain a consistent revenue stream.
Company B: A growing e-commerce business experiencing increased shipping costs due to the rapid expansion of product offerings and customer base. To maintain profitability, they need to reduce costs.
Company C: A custom-made furniture manufacturer facing order processing delays, leading to longer lead times and increased customer complaints.
Company D: A manufacturer of high-demand electronic gadgets experiencing demand exceeding supply, requiring order rationing. Customers are frustrated due to errors in the rationing system and have attempted to game the system.
Company E: A global electronics manufacturer struggling to manage its complex supply chain across multiple regions. The company needs to leverage technology to improve efficiency and reduce operational costs.
Q: For Company A, what should be the focus area analyzed by the company manager?
Answer Options:
Company A faces price volatility due to promotions and discounts, making pricing practices the most critical focus area to ensure revenue consistency. [P 166-169]
Why must organizations consider pressure groups' influence?
Pressure groups shape public opinion and policy, affecting brand reputation. [P-175]
Sarah is the logistics manager of a retail company that sells electronic gadgets. She is considering implementing a reverse logistics program to handle product returns. However, she's concerned about the challenges associated with reverse logistics. What is the main challenge associated with the common perception of reverse logistics among managers?
Managers often overlook the strategic value of reverse logistics, viewing it as adding no value to the supply chain and considering it an unnecessary cost. [P-146]
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