Logistics and SCM - 7 & 8 Sales side in Depth

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L. B.

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L. B.

About these flashcards

This flashcard set delves into the intricacies of e-commerce and supply chain management, focusing on the sales side, particularly the transaction phases and customer fulfillment. It covers key aspects such as the information phase, agreement phase, and fulfillment phase, highlighting the importance of customer needs, delivery options, and order management. The set is tailored for university students, providing a comprehensive understanding of e-commerce processes and strategies, including market data for Switzerland and success factors for product configurators. It benefits those looking to grasp the complexities of online sales and customer satisfaction in the digital marketplace.

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According to Wölfle (2008), which questions should online providers explicitly ask in the loyalty phase? Which are true?

How knowledge about the customer can be converted into new offerings?

How a customer can cancel his or her order?

How the checkout process can be made simple, transparent, fast, and secure?

Can products and services be configured?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the fulfillment phase? Which are true?

Which services should be offered to the customer? (e.g., support, FAQ, complaints)

Which delivery options and deadlines should be offered to the customer?

How the customer can cancel an order?

How returns management must be carried out?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the information phase? Which are true?

Which payment options must be offered to the customer?

What makes shopping for her or him pleasant, what is fun?

How can the checkout process be made simple, transparent, fast and secure?

Which delivery options and deadlines should be offered to the customer?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the fulfillment phase? Which are true?

How must the delivery and the transfer of ownership occur?

Can the customers be offered the possibility to change the place and time of delivery?

Which information must be included in the order confirmation sent to customers?

Which delivery options and deadlines should be offered to the customer?

Which statements regarding the Definition of E-Commerce are true?

For e-commerce there is only one valid definition. There is consensus.

In most definitions of e-commerce, it's about networked information technology and transactions.

E-Commerce, like everything else, can be defined from different points of view.

Digital Business is a subset of e-commerce and is subordinate to it.

Which statements regarding the Transaction Phases in E-Commerce are true?

Depending upon the perspective, usually four or five transaction phases are differentiated.

The transaction phases can also be viewed as steps in the transaction process.

None of the phases is concerned with customer benefit.

It can be distinguished between the individual transaction phases in E-Commerce.

Which statements regarding the Definition of E-Commerce are true?

E-Commerce can include one or more transactional phases.

From the perspective of the Federal Statistical Office, handwritten orders per e-mail do not belong to e-commerce.

From the perspective of the Federal Statistical Office, transactions processed via EDI do not belong to e-commerce.

In E-commerce, all transaction steps must be carried out online and over the Internet.

According to Wölfle (2008), which statements regarding the Transaction Phases in E-Commerce are true?

The three phases are: Stimulation, Fulfillment, and Loyalty.

The four phases are: Information, Agreement, Fulfillment, and Loyalty.

The five phases are: Stimulation, Information, Agreement, Fulfillment, and Loyalty.

The four phases are: Stimulation, Information, Fulfillment, and Loyalty.

According to Wölfle (2008), which statements regarding the Transaction Phases in E-Commerce are true?

The information phase is also known as "the underestimated phase" in e-commerce.

The information phase is also referred to as "the most rewarding phase" in e-commerce.

The starting point in the information phase is that potential customers are convinced about the product, respectively the service and the offering, and would like to purchase it.

The starting point in the information phase is that customers have submitted a binding purchase declaration.

Which statements regarding the Market Data for E-Commerce in Switzerland are true?

The E-commerce share of retail sales (B2C) were approximately 10% in 2018.

E-commerce spending by private households is increasing year by year.

The E-commerce share of retail sales (B2C) for food and non-food is about equal in size.

Corporate e-commerce expenditure (B2B) is increasing year by year.

Which statements regarding the Market Data for E-Commerce in Switzerland are true?

All statistics on market data focus on B2B e-commerce with physical products.

Market data from different sources show similar trends.

The Federal Office of Statistics is the only source of market data in Switzerland regarding E-Commerce.

No accurate overall survey of market data on Swiss e-commerce exists.

Which statements regarding the Market Data for E-Commerce in Switzerland are true?

While stationary trade in Switzerland is growing strongly, only a slight increase in e-commerce can be observed.

While e-commerce in Switzerland is growing strongly, stationary trade is stagnating.

Swiss E-commerce providers are confronted with strong foreign competition.

The customs and tax border make up for the cost advantages of foreign e-commerce providers versus Swiss providers.

According to Wölfle (2008), which statements regarding the Transaction Phases in E-Commerce are true?

The Fulfillment phase is also designated as "the freestyle in e-commerce."

The starting point in the fulfillment phase is that the customers have submitted a binding purchase declaration.

The starting point in the fulfillment phase is that the purchase transaction has been completed, ownership has been transferred and the purchase has been paid.

The fulfillment phase is also designated as "the sales-critical phase in e-commerce."

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the Stimulation Phase? Which questions are true?

How the customer can easily place repeat orders?

How the potential customer is using the Internet at the moment his needs arise?

Which delivery options and deadlines should be offered to the customer?

Can products and services be configured?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the Information phase? Which are true?

How the customer informs himself or herself?

How can expensive, time-consuming, and difficult information processes be avoided?

Who are the customer's influencers?

Which information do customers need to make a purchase decision?

According to Wölfle (2008), which statements regarding the Transaction Phases in E-Commerce are true?

The starting point in the fulfillment phase is that the customers have submitted a binding purchase declaration.

The agreement phase is also designated "the most underrated phase in e-commerce."

The agreement phase can also be designated "the most difficult phase in e-commerce."

The initial situation in the fulfillment phase is that potential customers are interested in a specific product and offering.

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the Loyalty phase? Which are true?

Which Customer loyalty instruments can be developed and used? (e.g., bonus program, delivery subscription)

How feedback can be obtained from the customer regarding his or her satisfaction?

How the customer can easily place repeat orders?

Which Information customers require to make a purchase decision?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the stimulation phase? Which are true?

How I can distinguish myself from competitors in this phase?

Which delivery options and deadlines should be offered to the customer?

What is the real need?

How access to potential customers can be established?

According to Wölfle (2008), which questions should online providers explicitly ask in the loyalty phase? Which are true?

How knowledge about the customer can be converted into new offerings?

How a customer can cancel his or her order?

How the checkout process can be made simple, transparent, fast and secure?

Can products and services be configured?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the fulfillment phase? Which are true?

Which services should be offered to the customer? (e.g. support, FAQ, complaints)

Which delivery options and deadlines should be offered to the customer?

How the customer can cancel an order?

How returns management must be carried out?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the information phase? Which are true?

Which payment options must be offered to the customer?

What makes shopping for her or him pleasant, what is fun?

How can the checkout process can be made simple, transparent, fast and secure?

Which delivery options and deadlines should be offered to the customer?

According to Wölfle (2008), which questions should online providers explicitly ask themselves in the fulfillment phase? Which are true?

How must the delivery and the transfer of ownership occur?

Can the customers be offered the possibility to change the place and time of delivery?

Which information must the included in the order confirmation send to customers?

Which delivery options and deadlines should be offered to the customer?

Which questions regarding the Success Factors for Product Configurators are true?

What is the added value or benefit for the customer?

How must the processes and infrastructure be designed?

How will the company's profit be influenced?

Which marketing measures must be taken?

Which questions regarding the Success Factors for Product Configurators are true?

How the product configuration changes the future of the company?

Which customer need will be satisfied?

Which competitors also have a product configurator?

How can the company stand out from the competition?

Which statements regarding the Success Factors for Product Configurators are true?

A success factor is achieved if the costs are not more than twice as high as for a standard product.

A success factor is achieved if the customer can adapt at least one component of the product to his or her ideas.

A success factor is achieved if the configuration is done in simple and understandable steps

A success factor is achieved when a real customer need is fulfilled

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Logistics and SCM - 7 & 8 Sales side in Depth

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