Question 1

Clear business communication doesn't mean:

Accepted Answer

A)  using stock numbers or abbreviations. 
B)  avoiding jargon. 
C)  being abrupt. 
D)  all of the above 
A)  using stock numbers or abbreviations. 
B)  avoiding jargon. 
C)  being abrupt. 
D)  all of the above C

Question 2

The best companies to work for:

Accepted Answer

A)  allow employees to train themselves using on-the-job training. 
B)  typically use multi-faceted employee training. 
C)  treat employees as hired hands. 
D)  none of the above 
A)  allow employees to train themselves using on-the-job training. 
B)  typically use multi-faceted employee training. 
C)  treat employees as hired hands. 
D)  none of the above B

Question 3

Which of the following failings is NOT a hindrance to clear communication?

Accepted Answer

A)  failure to offer an alternative solution 
B)  failure to express appreciation 
C)  failure to get to the point 
D)  failure to provide a reasonable explanation 
A)  failure to offer an alternative solution 
B)  failure to express appreciation 
C)  failure to get to the point 
D)  failure to provide a reasonable explanation C

Question 4

Discuss the impact on a business that ignores or delays responses to email from customers.

Accepted Answer

Ignoring or delaying responses to emails

Question 5

Critical actions in E-commerce include:

Accepted Answer

A)  honoring the customer feedback loop. 
B)  making customer support easily accessible. 
C)  both A and B 
D)  neither A nor B 
A)  honoring the customer feedback loop. 
B)  making customer support easily accessible. 
C)  both A and B 
D)  neither A nor B

Question 6

A-plus information means information that not only exceeds expectations for clarity and interest, but is also more creative than normal.

Accepted Answer

A) True 
 B)False

Question 7

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

Accepted Answer

A) True 
 B)False

Question 8

One ingenious application of information timeliness is provided by Domino's Pizza's online tracking service.

Accepted Answer

A) True 
 B)False

Question 9

Many products have no informational components.

Accepted Answer

A) True 
 B)False

Question 10

The greatest effectiveness is achieved in face-to-face communication.

Accepted Answer

A) True 
 B)False

Question 11

If several people are asking the same question, you have:

Accepted Answer

A)  an information problem. 
B)  an opening for superior customer service. 
C)  parallel information deficiency. 
D)  all of the above 
A)  an information problem. 
B)  an opening for superior customer service. 
C)  parallel information deficiency. 
D)  all of the above

Question 12

The concept of bringing customers together to share or disseminate information is:

Accepted Answer

A)  old fashioned. 
B)  an unwelcome intrusion from a customer's point of view. 
C)  a user group. 
D)  inconvenient for customers. 
A)  old fashioned. 
B)  an unwelcome intrusion from a customer's point of view. 
C)  a user group. 
D)  inconvenient for customers.

Question 13

Explain why efficiency isn't always the goal when conveying important information.

Accepted Answer

Efficiency is not always the goal when

Question 14

Communication effectiveness is NOT best achieved when the message is:

Accepted Answer

A)  remembered. 
B)  received by the intended people. 
C)  efficient. 
D)  used. 
A)  remembered. 
B)  received by the intended people. 
C)  efficient. 
D)  used.

Question 15

Explain what informational hand-holding is and how it applies to A-plus information.

Accepted Answer

Informational hand-holding refers to the

Question 16

Communication efficiency is a ratio of the costs of:

Accepted Answer

A)  communicating relative to the number of people reached by the message. 
B)  a communication medium relative to the credibility of that medium with the target audience. 
C)  both A and B 
D)  neither A nor B 
A)  communicating relative to the number of people reached by the message. 
B)  a communication medium relative to the credibility of that medium with the target audience. 
C)  both A and B 
D)  neither A nor B

Question 17

Which response rate change did insurance companies have in the past year?

Accepted Answer

A)  They had 13% unanswered, as opposed to 41% the previous year. 
B)  They had 32% more unanswered queries than the previous year. 
C)  They had 39% fewer unanswered queries from the previous year. 
D)  They had 19% unanswered, as opposed to 36% the previous year. 
A)  They had 13% unanswered, as opposed to 41% the previous year. 
B)  They had 32% more unanswered queries than the previous year. 
C)  They had 39% fewer unanswered queries from the previous year. 
D)  They had 19% unanswered, as opposed to 36% the previous year.

Question 18

A commonly heard complaint about e-commerce: that companies by design are leaving their phone numbers off their E-Commerce sites.

Accepted Answer

A) True 
 B)False

Question 19

Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing:

Accepted Answer

A)  status of the order. 
B)  costs. 
C)  shipping dates. 
D)  all of the above 
A)  status of the order. 
B)  costs. 
C)  shipping dates. 
D)  all of the above

Question 20

About 25% of shoppers never received a response to their email requests for assistance, according to Shop.org.

Accepted Answer

A) True 
 B)False

Clear business communication doesn't mean:

The best companies to work for:

Which of the following failings is NOT a hindrance to clear communication?

Discuss the impact on a business that ignores or delays responses to email from customers.

Critical actions in E-commerce include:

A-plus information means information that not only exceeds expectations for clarity and interest, but is also more creative than normal.

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

One ingenious application of information timeliness is provided by Domino's Pizza's online tracking service.

Many products have no informational components.

The greatest effectiveness is achieved in face-to-face communication.

If several people are asking the same question, you have:

The concept of bringing customers together to share or disseminate information is:

Explain why efficiency isn't always the goal when conveying important information.

Communication effectiveness is NOT best achieved when the message is:

Explain what informational hand-holding is and how it applies to A-plus information.

Communication efficiency is a ratio of the costs of:

Which response rate change did insurance companies have in the past year?

A commonly heard complaint about e-commerce: that companies by design are leaving their phone numbers off their E-Commerce sites.

Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing:

About 25% of shoppers never received a response to their email requests for assistance, according to Shop.org.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 11: Exceed Customer Expectations With Information

Clear business communication doesn't mean:

The best companies to work for:

Which of the following failings is NOT a hindrance to clear communication?

Discuss the impact on a business that ignores or delays responses to email from customers.

Critical actions in E-commerce include:

A-plus information means information that not only exceeds expectations for clarity and interest, but is also more creative than normal.

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

One ingenious application of information timeliness is provided by Domino's Pizza's online tracking service.

Many products have no informational components.

The greatest effectiveness is achieved in face-to-face communication.

If several people are asking the same question, you have:

The concept of bringing customers together to share or disseminate information is:

Explain why efficiency isn't always the goal when conveying important information.

Communication effectiveness is NOT best achieved when the message is:

Explain what informational hand-holding is and how it applies to A-plus information.

Communication efficiency is a ratio of the costs of:

Which response rate change did insurance companies have in the past year?

A commonly heard complaint about e-commerce: that companies by design are leaving their phone numbers off their E-Commerce sites.

Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing:

About 25% of shoppers never received a response to their email requests for assistance, according to Shop.org.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters