Question 1

A(n) _____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Accepted Answer

A)   electronic mail
B)   screen pop-up
C)   facsimile system
D)   interactive kiosk

Question 2

A customer's reluctance to provide you with information is based more on a distrust on you or your service-providing peers.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)   It is 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 indiscriminant bulk messages to various customers.

Question 4

A key to effective website effectiveness is recognition and connections.

Accepted Answer

A) True 
 B)False

Question 5

_____ technology involves using hardware and software delivered over a network,such as the Internet.

Accepted Answer

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

Question 6

While sending an e-mail,use the blind courtesy copies liberally.

Accepted Answer

A) True 
 B)False

Question 7

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Accepted Answer

A) True 
 B)False

Question 8

_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.

Accepted Answer

A)   Robocalling
B)   Blogging
C)   Spamming
D)   Media blending

Question 9

When you fail to use good grammar in your communications,you may be perceived as lazy or uneducated.

Accepted Answer

A) True 
 B)False

Question 10

List any five functions performed by the customer relationship management software.

Accepted Answer

Customer relationship management systems...

Question 11

Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is a tip to be adopted for creating 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 13

The influence of technology-based applications is so significant in terms of dollars that the way that organizations do business using them has been labeled electronic commerce.

Accepted Answer

A) True 
 B)False

Question 14

A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.

Accepted Answer

A) True 
 B)False

Question 15

_____ 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 16

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

Accepted Answer

A) True 
 B)False

Question 17

Which of the following statements best define offshoring?

Accepted Answer

A)   It refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.
B)   It refers to a term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.
C)   It refers to the relocation of business services from one country to another.
D)   It refers to a system used to transmit messages around the Internet.

Question 18

Which of the following is a distinct advantage of using technology in organizations?

Accepted Answer

A)   Information and services can be provided on demand to customers and a worldwide customer base can be developed.
B)   By adopting superior technology, organizations do not face any challenges during a low-unemployment period.
C)   With the advent of technology, employees are not required to be trained or retrained.
D)   Staying on top of competition with technology is relatively inexpensive and cost-effective.

Question 19

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.

Accepted Answer

A) True 
 B)False

Question 20

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 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.

Exam 9: Customer Service Via Technology

The influence of technology-based applications is so significant in terms of dollars that the way that organizations do business using them has been labeled electronic commerce.

Correct AnswerverifiedShow Answer

A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.

Correct AnswerverifiedShow Answer

Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.

Correct AnswerverifiedShow Answer

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Correct AnswerverifiedShow Answer

When you fail to use good grammar in your communications,you may be perceived as lazy or uneducated.

Correct AnswerverifiedShow Answer

List any five functions performed by the customer relationship management software.

Correct AnswerverifiedCustomer relationship management systems...View AnswerShow Answer

_____ technology involves using hardware and software delivered over a network,such as the Internet.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a tip to be adopted for creating a positive telephone image?

Correct AnswerverifiedShow Answer

Which of the following statements is true about social media?

Correct AnswerverifiedShow Answer

While sending an e-mail,use the blind courtesy copies liberally.

Correct AnswerverifiedShow Answer

Which of the following is a distinct advantage of using technology in organizations?

Correct AnswerverifiedShow Answer

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.

Correct AnswerverifiedShow Answer

Which of the following statements best define offshoring?

Correct AnswerverifiedShow Answer

A(n) _____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Correct AnswerverifiedShow Answer

A customer's reluctance to provide you with information is based more on a distrust on you or your service-providing peers.

Correct AnswerverifiedShow Answer

A key to effective website effectiveness is recognition and connections.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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Customer relationship management systems...
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