Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following statements best defines an automatic call distribution system?

Accepted Answer

A)  It refers to a form of caller identification system similar to home telephone caller ID systems. 
B)  It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests. 
C)  It refers to a telecommunications system used in call centers and customer care facilities to capture incoming calls and route them to available service providers. 
D)  It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses. 
A)  It refers to a form of caller identification system similar to home telephone caller ID systems. 
B)  It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests. 
C)  It refers to a telecommunications system used in call centers and customer care facilities to capture incoming calls and route them to available service providers. 
D)  It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses. C

Question 3

A portable on-demand broadcast is called a podcast.

Accepted Answer

A) True 
 B)False  True

Question 4

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

Accepted Answer

A) True 
 B)False

Question 5

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Accepted Answer

A) True 
 B)False

Question 6

Operations that used technology were once viewed as labor-intensive and "back-office" functions, rather than an integral component of the overall operation of an organization.

Accepted Answer

A) True 
 B)False

Question 7

A key to website effectiveness is recognition and connections.

Accepted Answer

A) True 
 B)False

Question 8

List any five approaches to help reassure your customers about security of your technology.

Accepted Answer

Avoiding customer concerns is often as s

Question 9

You should eliminate distractions by not eating, drinking, chewing gum, talking to others, or handling other tasks while on the phone with a customer.

Accepted Answer

A) True 
 B)False

Question 10

List any five functions performed by customer relationship management software.

Accepted Answer

Customer relationship management systems

Question 11

The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web.

Accepted Answer

A) True 
 B)False

Question 12

According to reports, by the end of 2016, less than half of all developed nations were using the Internet.

Accepted Answer

A) True 
 B)False

Question 13

________ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Accepted Answer

A)  Automatic call distribution systems 
B)  Automated attendants 
C)  Interactive kiosks 
D)  Internet telephony 
A)  Automatic call distribution systems 
B)  Automated attendants 
C)  Interactive kiosks 
D)  Internet telephony

Question 14

By setting up a website, businesses are walking onto an uneven playing field where they cannot compete with multinational competitors.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

________ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.

Accepted Answer

A)  Cloud computing 
B)  Texting 
C)  Media blending 
D)  Predictive dialing 
A)  Cloud computing 
B)  Texting 
C)  Media blending 
D)  Predictive dialing

Question 17

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 seldom required to be trained or retrained. 
D)  Staying on top of competition with technology is relatively inexpensive and cost-effective. 
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 seldom required to be trained or retrained. 
D)  Staying on top of competition with technology is relatively inexpensive and cost-effective.

Question 18

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 19

________ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

Accepted Answer

A)  Podcasts 
B)  Wikis 
C)  Blogs 
D)  RSS feeds 
A)  Podcasts 
B)  Wikis 
C)  Blogs 
D)  RSS feeds

Question 20

Technology touches few aspects of life in most developed countries around the world.

Accepted Answer

A) True 
 B)False

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

Which of the following statements best defines an automatic call distribution system?

A portable on-demand broadcast is called a podcast.

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Operations that used technology were once viewed as labor-intensive and "back-office" functions, rather than an integral component of the overall operation of an organization.

A key to website effectiveness is recognition and connections.

List any five approaches to help reassure your customers about security of your technology.

You should eliminate distractions by not eating, drinking, chewing gum, talking to others, or handling other tasks while on the phone with a customer.

List any five functions performed by customer relationship management software.

The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web.

According to reports, by the end of 2016, less than half of all developed nations were using the Internet.

________ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

By setting up a website, businesses are walking onto an uneven playing field where they cannot compete with multinational competitors.

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

________ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.

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

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

________ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

Technology touches few aspects of life in most developed countries around the world.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters

Exam 9: Customer Service Via Technology

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

Which of the following statements best defines an automatic call distribution system?

A portable on-demand broadcast is called a podcast.

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Operations that used technology were once viewed as labor-intensive and "back-office" functions, rather than an integral component of the overall operation of an organization.

A key to website effectiveness is recognition and connections.

List any five approaches to help reassure your customers about security of your technology.

You should eliminate distractions by not eating, drinking, chewing gum, talking to others, or handling other tasks while on the phone with a customer.

List any five functions performed by customer relationship management software.

The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web.

According to reports, by the end of 2016, less than half of all developed nations were using the Internet.

________ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

By setting up a website, businesses are walking onto an uneven playing field where they cannot compete with multinational competitors.

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

________ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.

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

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

________ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

Technology touches few aspects of life in most developed countries around the world.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters