1. The process used to determine the impact of promotions, price discounts, and rebates on demand forecasts commonly is referred to as demand:

A) planning.
B) forecasting.
C) aggregating.
D) shaping.



2. It is most appropriate to measure spending per customer as a proportion of profitability during which of the following phases of a supplier/customer relationship?

A) Customer acquisition
B) Customer retention
C) Customer dependency
D) Strategic customer care



3. When a company undertakes a win-back strategy without considering the profitability of customer accounts, it is neglecting which of the following key elements?

A) Loyalty
B) Scoring
C) Segmentation
D) Prospecting



4. A company that is focused on customer relationship management is most likely to take which of the following actions for customers who have been profitable over time?

A) Reduce the cost of serving them.
B) Target them for higher margin services.
C) Target them for greater attention.
D) Charge them for administrative services used.



5. Which of the following warehousing tools enables wireless scanning of products?

A) Magnetic stripes
B) Universal product codes
C) Radio frequency devices
D) Local area network