CIPS L6M10 Practice Test Questions Answers

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 specificfocus areasand allocatingresourcesto overcome challenges.

Company A: A grocery store chain frequently offers special promotions and discounts,significantly affecting ordering patterns. Thesevolatile pricesmake it challenging to maintain aconsistent revenue stream.

Company B: A growinge-commercebusiness experiencing increasedshipping costsdue to the rapid expansion of product offerings and customer base. To maintain profitability, they need toreduce costs.

Company C: Acustom-made furniture manufacturerfacingorder processing delays, leading tolonger lead timesandincreased customer complaints.

Company D: Amanufacturer of high-demand electronic gadgetsexperiencing demandexceeding supply, requiring order rationing. Customers are frustrated due toerrors in the rationing systemand have attempted togame the system.

Company E: Aglobal electronics manufacturerstruggling to manage itscomplex supply chainacross multiple regions. The company needs to leveragetechnologyto improve efficiency and reduce operational costs.

Q: For Company B, what should be the focus area analyzed by the company manager?

Answer Options:

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 thesolution for the issueand selectpreventive 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: How can Customer 3 Sarah’s issue be resolved?

Answer Options:

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 specificfocus areasand allocatingresourcesto overcome challenges.

Company A: A grocery store chain frequently offers special promotions and discounts, significantly affecting ordering patterns. Thesevolatile pricesmake it challenging to maintain aconsistent revenue stream.

Company B: A growinge-commercebusiness experiencing increasedshipping costsdue to the rapid expansion of product offerings and customer base. To maintain profitability, they need toreduce costs.

Company C: Acustom-made furniture manufacturerfacingorder processing delays, leading tolonger lead timesandincreased customer complaints.

Company D: Amanufacturer of high-demand electronic gadgetsexperiencing demandexceeding supply, requiring order rationing. Customers are frustrated due toerrors in the rationing systemand have attempted togame the system.

Company E: Aglobal electronics manufacturerstruggling to manage itscomplex supply chainacross multiple regions. The company needs to leveragetechnologyto improve efficiency and reduce operational costs.

Q: For Company A, what should be the focus area analyzed by the company manager?

Answer Options:

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 thesolution for the issueand selectpreventive 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: How can Customer 4 Mike’s issue be resolved?

Answer Options:

Five companies from different industries are participating in a sustainability summit where they discuss and share their approaches to integrating thetriple bottom line (TBL), corporate social responsibility (CSR), and green logisticsinto their business operations. The companies include:

EcoElectronics Inc.- An electronic device manufacturing company with a focus on environmentally friendly products. The company is committed to reducing its carbon footprint by using recycled materials in its products and minimizing electronic waste.

SocialSolutions Ltd.- A consulting firm specializing in social impact initiatives and community development. Their commitment to social impact involves working closely with local communities, implementing initiatives that empower individuals, and fostering sustainable development.

ProfitablePharma Corp.- A pharmaceutical company committed to balancing financial success with social and environmental responsibility. Beyond financial profitability, the company places a high value on moral pharmaceutical practices. This includes ensuring affordable access to medications and minimizing environmental impact in the manufacturing process.

ModernTrans Logistics- A logistics company that specializes in sustainable and eco-friendly carriage solutions. The company invests in a modern and eco-friendly fleet, utilizing alternative fuels and optimizing routes to reduce emissions.

TechInnovate Innovations- A technology company striving to incorporate green practices in its supply chain and operations. Their commitment includes sourcing ethically produced raw materials and adopting energy-efficient manufacturing processes, minimizing environmental impact while driving innovation in the technology sector.

You are required, for each company, to align theprimary focus areaand recommend thekey factor.

Q: What is the primary focus area of TechInnovate Innovations?