SCM Quiz 07

Quiz 07

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Diese Lernkarten vertiefen die zentralen Aspekte des E-Commerce nach Wölfle, insbesondere die fünf Transaktionsphasen – Stimulation, Information, Agreement, Fulfillment und Loyalty – sowie Marktentwicklungen in der Schweiz. Sie behandeln typische Fragestellungen für Online-Anbieter, etwa zur Kundenansprache, Datenverarbeitung oder Wettbewerbsvorteilen, und richten sich an Studierende oder Praktiker, die ihr Wissen über digitale Geschäftsmodelle und deren Umsetzung systematisch aufbauen möchten.

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

What is the real need?

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

How access to potential customers can be established?

How I can distinguish myself from competitors in this phase?

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

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

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

Which payment options must be offered to the customer?

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

Which statements regarding the Market Data for E-Commerce in Switzerland are true, and which are false?

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

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

Market data from different sources show similar trends.

Which statements regarding the definition of E-Commerce are true, and which are false?

E-Commerce can include one or more transactional phases.

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

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.

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

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

How the customer informs himself or herself?

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, and which are false?

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

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

The fulfillment phase is also designated as “the freestyle in e-commerce.”

According to Wölfle (2008), which statements regarding the information phase in e-commerce are true, and which are false?

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

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

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

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

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

How returns management must be carried out?

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

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

How the customer can cancel an order?

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

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

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

How a customer can cancel his or her order?

Can products and services be configured?

Which statements regarding the definition of e-commerce are true, and which are false?

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

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

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

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

According to Wölfle (2008), which statements regarding the transaction phases in e-commerce are true, and which are false?

The three phases are: Stimulation, Fulfillment and Loyalty.

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

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

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

Order the corresponding transaction phase with regard to competitive advantages (Wölfle, 2008) - (Information Phase / Stimulation Phase / Loyalty Phase / Agreement Phase / Fulfillment Phase)

Have a great offering.

Find better access to customers.

Accompany customers as long as possible.

Exhibit good conditions.

Reliable and efficient processing.

Have a great offering. → Information Phase

Find better access to customers. → Stimulation Phase

Accompany customers as long as possible. → Loyalty Phase

Exhibit good conditions. → Agreement Phase

Reliable and efficient processing. → Fulfillment Phase

Which statements regarding the Market Data for E-Commerce in Switzerland are true, and which are false?

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

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

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.

Which statements regarding the Market Data for E-Commerce in Switzerland are true, and which are false?

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 makes up for the cost advantages of foreign e-commerce providers versus Swiss providers.

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

How the customer can easily place repeat orders?

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

Can products and services be configured?

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 loyalty phase?

Which information customers require to make a purchase decision?

How the customer can easily place repeat orders?

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

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

Which statements regarding the transaction phases in e-commerce are true, and which are false?

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

It can be distinguished between the individual transaction phases in e-commerce.

None of the phases is concerned with customer benefit.

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

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

How must the delivery and the transfer of ownership occur?

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

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?

According to Wölfle (2008), which statements regarding the transaction phases in e-commerce are true, and which are false?

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

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

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

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

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SCM Quiz 07

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