Question 1

_____ 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 2

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

Accepted Answer

The answer of List any five functions performed by the...

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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 5

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 6

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 7

_____ 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 8

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 9

_____ 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 10

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 11

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 12

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 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

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.

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

A key to effective website effectiveness is recognition and connections.

Accepted Answer

A) True 
 B)False

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

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 20

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

Exam 9: Customer Service Via Technology

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

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

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

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

Which of the following statements best define offshoring?

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

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

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.

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

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

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

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

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

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

Which of the following statements is true about social media?

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

A key to effective website effectiveness is recognition and connections.

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

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

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