1. Which of the following statement(s) about supply chains is (are) correct?

A. Supply chains are relevant to manufacturing companies but not to service organizations.

B. To improve supply chain performance, companies should strategically strive for greater and greater amounts of vertical integration.

C. Supply chain refers only to the set of suppliers and the flows of goods, materials and information that supply a company.

D. All of the above are correct.

E. None of the above is correct.

2. Proactive customer service helps to address service issues before the customer feels the pain

True

False

3. Customer retention is not important because new customers generate greater profit margins than old customers

True

False

4. Order management refers to the set of activities that occur between the time a company receives an order from the customer until it is delivered

True

False

5. Returns management refers to the movement of returned goods

True

False

6. An effective returns management process can create goodwill and enhance customers’ perceptions of product quality.

True

False