Direct Marketing: Fulfillment And Customer Service

Front 1

What is fulfillment in the direct marketing sense?

Back 1

Sending the customer what they ordered quickly and properly. It consists of customer service, the activities and the follow up plan

Front 2

What are the activities involved in fulfillment?

Back 2

Receiving the order
Processing the order
Inventory Planning
Warehousing
Transportation Modes
Delivery

Front 3

What are the various issues of fulfillment?

Back 3

Order form
Systems
Order Processing
Inventory
Warehousing
Storing and Stacking
Distribution

Front 4

What are the elements involved in creating the order form?

Back 4

Design it with clarity and simplicity
Assign codes to products
Offer clear choices for size and colour
Give customer easy ways tochoose payment methods and shipping preferences
Allow enough space on order form so responder can print as legibly as possible

Front 5

Tue/False: In designing the systems, all information must be stored and be easily retrievable for later use

Back 5

True

Front 6

Tue/False: In designing the systems, cheques need a shorter period of time for clearing

Back 6

False, cheques need a longer period of time for clearing

Front 7

What are the requirements for order processing?

Back 7

Credit checks
Updating customer records
Updating Inventory, packing requests, delivery instructions
Creating shipping labels
Sending renewal requests

Front 8

True/False: In order processing, data is strictly valuable for the accuracy of handling

Back 8

False, order processing data is a valuable storehouse of information about the customer's preferences, buying habits, correct address and phone number

Front 9

What immediate benefit can customers receive if inventory records are integrated into the system? (in regards to fulfillment issues)

Back 9

Customers can be informed if the item they are ordering is in stock

Front 10

What are the various costs involved with inventory?

Back 10

Stockout cost
Order cost
Carrying cost

Front 11

What is a stockout cost?

Back 11

A lead time gap, the time between order being received and shipped

Front 12

What are some inventory fulfillment issues aside from costs?

Back 12

Integration
Length of back orders
How much to reorder
How often to reorder

Front 13

What are some warehousing fulfillment issues?

Back 13

Location
Size
Configuration

Front 14

Where should items iwth highest turnover be stored and stacked?

Back 14

Up front and near the outbound terminal

Front 15

How should the placement of various items be organized in storing and stacking?

Back 15

Items should be organized for ease of storage and ease or retrieval

Front 16

What must happen to all incoming goods to a warehouse?

Back 16

They must be inspected, logged and stored

Front 17

What are the three actions of distribution?

Back 17

Picking
Packing
Shipping

Front 18

What is the process including in packing?

Back 18

Checking each item, placing in container, wrapping, address and labbeling, and dispatching for shipping

Front 19

True/False: The method of shipping depends on cost, speed and swagger

Back 19

False, swagger is actually not one of the criteria in choosing a method of delivery

Front 20

What are the 5 tips that Kob and Stone offer for Providing Excellent Customer Service?

Back 20

1.Regularly ask customers how well the company and its competitors are performing
2.Explain refund and replacement policy in simple language
3.Acknowledge orders promptly
4.Fulfill goods promptly
5.Don't process payment until goods are shipped

Front 21

What are the other 5 tips from Kobs and Stones for providing excellent customer service?

Back 21

6.Acknolwedge returns and cancellations
7.Answer questions and compliants promptly and straighten out the issue to maximize customer satisfaction
8.make complain resolution a priority
9.Appoint a manager whose sole responsibility is to keep customers happy
10.make customers the top priority by training and reward employees for good customer service