Question 1

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

Accepted Answer

A) True 
 B)False

Question 2

Include as many graphics as possible in a fax message to make the message more visually appealing.

Accepted Answer

A) True 
 B)False

Question 3

List four advantages of telephone communication.

Accepted Answer

Even though there are some disadvantages...

Question 4

Most people find it satisfactory and professional for messages to be sent without proofreading or spell-checking them to save time.

Accepted Answer

A) True 
 B)False

Question 5

Customers who are technically naïve tend to be highly trusting of e-commerce websites.

Accepted Answer

A) True 
 B)False

Question 6

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?

Accepted Answer

Most organizations have 800 and 888 numb...

Question 7

________ allows a system to recognize keywords or phrases from a caller.

Accepted Answer

A)   Speech recognition
B)   Screen pop-up
C)   Voice over Internet Protocol
D)   Digital display

Question 8

Which of the following is a function controlled by the computer telephony integration systems?

Accepted Answer

A)   Generate event-related invoices and track payments.
B)   Screen population of customer data when the customer answers the phone.
C)   Development of e-mail/direct-mail lists.
D)   Automatically maintain a detailed audit history on customer transactions.

Question 9

Which of the following statements is true about social media?

Accepted Answer

A)   It is considered to be the most expensive means of getting information out.
B)   It is currently the least preferred medium of marketing for companies.
C)   It always leaves a negative impact on the company's image since employees discuss their job, talk about issues, and vent their frustrations.
D)   It provides a wealth of opportunity for companies that want to share their message about products and services with the world.

Question 10

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

Accepted Answer

E-mail was designed as an inexpensive, q...

Question 11

Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

Accepted Answer

A)   Pinterest
B)   YouTube
C)   LinkedIn
D)   Twitter

Question 12

________ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.

Accepted Answer

A)   Cloud computing
B)   Online information fulfillment
C)   Internet call-back
D)   Voice over Internet Protocol

Question 13

Emoticons are the faces created through use of computer keyboard characters and symbols.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following statements is true about an automated computer telephone interview?

Accepted Answer

A)   It is typically built around an advanced interactive voice response technology along with voice broadcasting technology.
B)   Customers are left with no option but to be interviewed by an automated process of questioning.
C)   Customers are left with no option but to be interviewed by a representative of the organization.
D)   It involves spamming to send unsolicited and indiscriminate bulk messages to various customers.

Question 15

The organizations doing business using technology-based applications have been labeled electronic commerce.

Accepted Answer

A) True 
 B)False

Question 16

________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Accepted Answer

A)   Internet telephony
B)   Intelligent callback technology
C)   Instant messaging
D)   Media blending

Question 17

Which of the following techniques help to create a positive telephone image?

Accepted Answer

A)   End the call abruptly since it is essential to respect the customer's time.
B)   Use a canned or mechanical presentation to gain the customer's attention.
C)   Adopt a flippant approach when the customer gets unreasonable.
D)   Continually evaluate yourself since you are your own best critic.

Question 18

The automatic number identification system allows companies to ________

Accepted Answer

A)   access highly confidential information about customers.
B)   conduct automated phone surveys of customers.
C)   identify customers by their country or area code.
D)   bypass and disregard customer complaints and phone calls.

Question 19

Which of the following strategies should be adopted when effectively using voice mail?

Accepted Answer

A)   Keep your outgoing message current.
B)   Refrain from stating your name or expected availability.
C)   Initiate telephone tag to improve efficiency.
D)   Wait at least two business days before responding to voice mail messages.

Question 20

When communicating with a customer via e-mail, you should ________

Accepted Answer

A)   use lengthy and detailed sentences
B)   rely on e-mail for both formal and informal correspondence
C)   use jargon, slang, and emoticons to set a friendly mood
D)   use both upper and lowercase letters

Exam 9: Customer Service Via Technology

Most people find it satisfactory and professional for messages to be sent without proofreading or spell-checking them to save time.

Correct AnswerverifiedShow Answer

When communicating with a customer via e-mail, you should ________

Correct AnswerverifiedShow Answer

Which of the following strategies should be adopted when effectively using voice mail?

Correct AnswerverifiedShow Answer

The automatic number identification system allows companies to ________

Correct AnswerverifiedShow Answer

The organizations doing business using technology-based applications have been labeled electronic commerce.

Correct AnswerverifiedShow Answer

________ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.

Correct AnswerverifiedShow Answer

Customers who are technically naïve tend to be highly trusting of e-commerce websites.

Correct AnswerverifiedShow Answer

Which of the following techniques help to create a positive telephone image?

Correct AnswerverifiedShow Answer

________ allows a system to recognize keywords or phrases from a caller.

Correct AnswerverifiedShow Answer

Include as many graphics as possible in a fax message to make the message more visually appealing.

Correct AnswerverifiedShow Answer

Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

Correct AnswerverifiedShow Answer

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

Correct AnswerverifiedE-mail was designed as an inexpensive, q...View AnswerShow Answer

Which of the following statements is true about an automated computer telephone interview?

Correct AnswerverifiedShow Answer

List four advantages of telephone communication.

Correct AnswerverifiedEven though there are some disadvantages...View AnswerShow Answer

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?

Correct AnswerverifiedMost organizations have 800 and 888 numb...View AnswerShow Answer

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

Correct AnswerverifiedShow Answer

Which of the following is a function controlled by the computer telephony integration systems?

Correct AnswerverifiedShow Answer

Emoticons are the faces created through use of computer keyboard characters and symbols.

Correct AnswerverifiedShow Answer

Which of the following statements is true about social media?

Correct AnswerverifiedShow Answer

________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Correct AnswerverifiedShow Answer

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E-mail was designed as an inexpensive, q...
View Answer

Correct Answer
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Correct Answer
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Even though there are some disadvantages...
View Answer

Correct Answer
verified
Most organizations have 800 and 888 numb...
View Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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