Free CIPS L6M10 Exam Questions

Question 1

What explains the growing influence of reverse logistics?

A : Complexity of forward logistics.

B : Need to reduce operational costs.

C : Rise in returns and economic/environmental factors.

D : Stricter transportation regulations.

Answer: C

Question 2

Who sets reverse logistics goals?

A : Individual workers

B : Customers

C : Senior management

D : Suppliers

Answer: C

Question 3

What is the minimum shipment documentation required for shipping by sea? (Select ALL that apply)

A : Proforma invoice

B : Bill of lading

C : Commercial invoice

D : Pre-shipment inspection certificate

E : Packing list

F : Certificate of origin

Answer: B,C,E,F

Question 4

GreenTech considers returns services due to competitor actions. What factor motivates this?

A : expectations

B : Pressure groups

C : Customer demand and competition

D : Government fines

Answer: C

Question 5

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, to find the solution for the issue and to select preventive 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.

Solution for the issue:

Replacement or refund

Refund the extra charges

Ensure simple return process

Special offer for next purchase

Immediate shipping of the missing items

Q: How can Customer 5 Emily's issue be resolved?

A : Immediate shipping of the missing items

B : Special offer for next purchase

C : Ensure simple return process

D : Replacement or refund

E : Refund the extra charges

Answer: C