Module 13: Peak Season
Module 13: Peak Season
Questions and Answers
- 1.
This is a supplemental article on how CAMs can prepare and manage the demands of Peak.
- 2.
Please view this power point document prior to taking the assessment for Module 13.Good Luck!
- 3.
CAMs should work with Operations to meet with contractors to discuss current customer expectations and problematic deliveries or pickups with RSPs.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that CAMs (Customer Account Managers) should collaborate with Operations to arrange meetings with contractors. These meetings are intended to address the current expectations of customers and any issues related to deliveries or pickups with RSPs (Retail Service Providers). This implies that CAMs should actively engage with Operations and contractors to ensure customer satisfaction and resolve any problems that may arise. Therefore, the answer "True" indicates that the statement accurately reflects the expected role and responsibilities of CAMs.Rate this question:
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- 4.
Peak season is the time of year during which demand is
- A.
Highest
- B.
Lowest
- C.
There is not such thing as Peak season
- D.
None of the above
Correct Answer
A. HighestExplanation
During peak season, demand is at its highest level. This is the time of year when there is a significant increase in demand for a particular product or service. It is characterized by a surge in customer activity and sales, often due to factors such as holidays, special events, or seasonal trends. Businesses usually prepare for peak season by increasing their production capacity, stocking up on inventory, and hiring additional staff to meet the high demand.Rate this question:
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- 5.
For the shipping industry Peak is highest during the summer months, beginning with the day after Memorial Day weekend.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Highest during the holiday season, beginning with Black Friday, the day after Thanksgiving.Rate this question:
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- 6.
OnTrac looks for ways to improve their service and shipping performance
- A.
During the middle of Peak.
- B.
At the end of Peak.
- C.
In advance of upcoming Peak.
- D.
None of the above.
Correct Answer
C. In advance of upcoming Peak.Explanation
OnTrac looks for ways to improve their service and shipping performance in advance of upcoming Peak. This suggests that OnTrac is proactive in identifying areas for improvement and making necessary changes before the busy peak season arrives. By doing so, they can ensure that their service and shipping performance meet the high demands and expectations during the peak period. This approach demonstrates their commitment to providing a seamless and efficient experience for their customers during the busiest time of the year.Rate this question:
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- 7.
Strategic planning prior to Peak with cusotmers as well as Operations
- A.
Will not make a difference since Peak cannot be planned for.
- B.
Can result in an efficient and accurate process during Peak.
- C.
Will cause confusion during Peak.
- D.
None of the above.
Correct Answer
B. Can result in an efficient and accurate process during Peak.Explanation
Strategic planning prior to Peak with customers as well as Operations can result in an efficient and accurate process during Peak. This is because by planning ahead and considering the needs and expectations of customers, as well as optimizing operational processes, organizations can better prepare for the high-demand period and ensure that resources are allocated effectively. This can help in managing customer expectations, reducing delays, and improving overall efficiency during Peak.Rate this question:
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- 8.
During Peak when demand is high and Operations is overwhelmed, CAMs should
- A.
Be prepared and willing to support their local facility.
- B.
Arrive early in the morning with a "ready to help" attitude.
- C.
Offer moral support and help to keep staff spirits high.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
During peak times when demand is high and operations are overwhelmed, CAMs should be prepared and willing to support their local facility. This includes arriving early in the morning with a "ready to help" attitude, offering moral support, and helping to keep staff spirits high. All of these actions are important in ensuring that the facility can effectively handle the increased workload and maintain a positive working environment.Rate this question:
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- 9.
Advance notice of any expected volume spikes on pickup or delivery volume (i.e. based on any special promotions the shipper may be having that would impact volume) to the attention of Operations.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement is true. It is important for Operations to receive advance notice of any expected volume spikes on pickup or delivery volume. This allows them to make necessary arrangements and preparations to handle the increased volume efficiently. By being aware of any special promotions or events that may impact volume, Operations can allocate resources appropriately and ensure smooth operations during high volume periods.Rate this question:
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- 10.
CAMs should discuss customer requests with Operations
- A.
After making a commitment.
- B.
Prior to making a commitment to ensure resources are available.
- C.
It is not necessary to notify Operations about a customer's request becasue resources are always available.
- D.
None of the above.
Correct Answer
B. Prior to making a commitment to ensure resources are available.Explanation
CAMs should discuss customer requests with Operations prior to making a commitment to ensure resources are available. This is important because Operations is responsible for allocating and managing resources, and they need to be aware of any customer requests in order to determine if they have the necessary resources to fulfill those requests. By discussing the requests beforehand, CAMs can avoid making commitments that cannot be met due to resource constraints.Rate this question:
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- 11.
Daily communication and checking in with your facility is
- A.
"Key".
- B.
Not a good idea because Operations is overwhelmed during this busy time.
- C.
Not necessary, but try calling in at least once a week.
- D.
None of the above.
Correct Answer
A. "Key".Explanation
Daily communication and checking in with your facility is "Key" because it helps to ensure smooth operations and address any issues or concerns in a timely manner. Regular communication allows for effective coordination, problem-solving, and decision-making, ultimately leading to improved efficiency and productivity. It also helps to build strong relationships and trust between team members, fostering a positive work environment.Rate this question:
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- 12.
Before Peak, CAMs should provide a calendar/schedule to Operations of their availability so that their assistance can be planned into operations for maximum effectiveness.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that CAMs (Customer Account Managers) should inform Operations about their availability in advance. This allows Operations to plan and utilize their assistance effectively. By providing a calendar/schedule, CAMs ensure that their availability aligns with the operational needs, maximizing their support and effectiveness. Therefore, the answer "True" indicates that providing a calendar/schedule to Operations is indeed necessary for CAMs before Peak.Rate this question:
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- 13.
For proper planning of the demands of Peak
- A.
CAMs should check with customers regarding Holiday Closures & Special Operating Hours.
- B.
CAMs and Operations should work together on volume projections and meet regularly to discuss volume updates from customers.
- C.
CAMs should not bother their customers concerning Holiday Closure & Special Operating Hours because the customer is too busy to respond.
- D.
A and b only.
Correct Answer
D. A and b only.Explanation
The correct answer is "a and b only" because both statements suggest actions that should be taken for proper planning of the demands of peak. CAMs should check with customers regarding holiday closures and special operating hours to ensure that they can accommodate the changes in volume. Additionally, CAMs and Operations should work together on volume projections and have regular meetings to discuss volume updates from customers. These actions help in effectively planning for peak demands and ensuring smooth operations.Rate this question:
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- 14.
Asking Operations to assist with questions concerning individual shipments or research is considered counterproductive communication in that these types of issues should be handled by the Support Center.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Asking Operations to assist with questions concerning individual shipments or research is considered counterproductive communication because it diverts their attention from their primary responsibilities and tasks. These types of issues should be handled by the Support Center, which is specifically trained and equipped to handle customer inquiries and provide appropriate solutions. By directing customers to the Support Center, Operations can focus on their core functions and ensure efficient and effective operations.Rate this question:
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- 15.
It is acceptable to ask for "special favors" for customers or for additional tasks which overloads the SP's capabilities.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Don't ask for "special favors" for customers or for additional tasks which overloads the SP's capabilities.Rate this question:
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- 16.
CAMs should not respond with negative feedback to Operations on issues that affect the shipping process (i.e. weather, linehaul delays, etc.)
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
CAMs, or Customer Account Managers, should not respond with negative feedback to Operations on issues that affect the shipping process, such as weather or linehaul delays. This is because these issues are typically beyond the control of Operations and negative feedback would only create a negative atmosphere and potentially damage the working relationship between CAMs and Operations. It is more productive to focus on finding solutions or alternatives to mitigate the impact of these issues on the shipping process.Rate this question:
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- 17.
Effort to control/reduce damage to the relationship with customers by advising the shipper of areas of concern is considered proactive action during Peak.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
During peak periods, when there is high demand and potential for issues to arise, taking proactive action to control or reduce damage to the relationship with customers is important. By advising the shipper of areas of concern, the company is demonstrating a proactive approach to addressing potential problems before they occur. This helps to maintain a positive relationship with customers and minimize any negative impact on the business. Therefore, the statement "Effort to control/reduce damage to the relationship with customers by advising the shipper of areas of concern is considered proactive action during Peak" is true.Rate this question:
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- 18.
CAMs should offer to help only in their specific area of interest.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Don't just help in specific areas of your interest, rather first ask Operations if there is a desperate need for assistance in other areas.Rate this question:
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- 19.
CAMs should call Operations with smaller issues that just need to be dealt with. Receiving calls about smaller issues is proactive.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Don't distract Operations with smaller issues that just need to be dealt with. Receiving calls about smaller issues is not proactive.Rate this question:
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- 20.
While assisting in the warehouse during Peak, safety and comfort are not as important as looking professional by wearing a suit or high-heels.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Don't wear impractical clothes (i.e. suits or high-heels). Remember that during time itis important to assist safely and comfortably in the warehouse.Rate this question:
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- 21.
Do not over commit to customers because Operations has limited resources.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that it is important not to make promises or commitments to customers that cannot be fulfilled due to limited resources in the Operations department. This implies that the company should manage customer expectations and only make commitments that can be realistically met.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Oct 10, 2014Quiz Created by
Cynthia Herpin
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