CLA Customer Service & Order Management 2

Question 1

Order management in logistics encompasses which key activity?

Accepted Answer

Processing customer orders from receipt through fulfillment and delivery confirmation

Answer

Order management covers the end-to-end process of receiving, validating, processing, picking, shipping, and confirming customer orders.

Question 2

A backorder occurs when:

Accepted Answer

A customer's order cannot be filled immediately due to insufficient inventory

Answer

A backorder is an unfilled customer demand that must wait until inventory is replenished, creating a service failure that can damage customer relationships.

Question 3

Cross-docking in distribution helps improve customer service by:

Accepted Answer

Moving inbound shipments directly to outbound vehicles with minimal or no storage time

Answer

Cross-docking eliminates storage time by transferring freight from inbound to outbound doors, reducing handling, lead time, and cost.

Question 4

Which fulfillment model ships products directly from the supplier or manufacturer to the end customer, bypassing the retailer's warehouse?

Accepted Answer

Drop shipping

Answer

Drop shipping allows a retailer to sell products without holding inventory; the supplier ships directly to the customer when an order is placed.

Question 5

Net Promoter Score (NPS) in logistics measures:

Accepted Answer

Customer likelihood to recommend a company's service based on their delivery experience

Answer

NPS surveys customers on their willingness to recommend the service, producing a score from -100 to +100 that reflects overall satisfaction and loyalty.

CLA - Certified Logistics Analyst Practice Test

CLA - Certified Logistics Analyst Practice Test

CLA Customer Service & Order Management 2