Question 1

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

Accepted Answer

A)   Internet call-back technology
B)   Internet telephony
C)   Media blending
D)   Predictive dialing systemE) None of the above
F) A) and B)

Question 2

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

Accepted Answer

A) True 
 B)False  True

Question 3

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)   Automatically maintain a detailed audit history on customer accounts.
D)   Automatically maintain a detailed audit history on customer transactions.E) B) and C)
F) All of the above

Question 4

The present operations that use technology are considered to be labor-intensive.

Accepted Answer

A) True 
 B)False

Question 5

_____ 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 dialingE) None of the above
F) A) and B)

Question 6

_____ 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 feedsE) All of the above
F) A) and C)

Question 7

Which of the following statements is true about the automatic number identification system?

Accepted Answer

A)   It disregards the confidentiality clause
B)   It is a time consuming process
C)   It is pronounced as "Annie"
D)   It uses an auto-dialer phone systemE) B) and D)
F) B) and C)

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

Which of the following social networking websites enables users to send a message limited to 140 characters?

Accepted Answer

A)   Pinterest
B)   Youtube
C)   Facebook
D)   TwitterE) All of the above
F) A) and B)

Question 10

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Accepted Answer

It was designed as an inexpensive,quick ...

Question 11

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Accepted Answer

A)   Address customers using their first name irrespective of their consent.
B)   Always ask open-end questions to clarify or verify information.
C)   Always answer a phone call by the third or fourth ring.
D)   Multi-task while attending to customers on the telephone in order to save time.E) All of the above
F) A) and B)

Question 12

Which of the following strategies should be adopted to effectively use a voice mail?

Accepted Answer

A)   Keep your outgoing message current
B)   Refrain from making any sales presentation
C)   Include a telephone tag to improve efficiency
D)   Indicate the time the customer is required to call backE) A) and C)
F) B) and C)

Question 13

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  True

Question 14

A portable on-demand broadcast is called a podcast.

Accepted Answer

A) True 
 B)False

Question 15

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 16

_____ 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.

Accepted Answer

A)   Homeshoring
B)   Outsourcing
C)   Inshoring
D)   RestructuringE) B) and C)
F) C) and D)

Question 17

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 18

_____ 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 telephonyE) B) and D)
F) C) and D)

Question 19

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Accepted Answer

A) True 
 B)False

Question 20

What is the disadvantage of technology that negatively impacts an employee?

Accepted Answer

A)   It increases staff costs.
B)   It increases the number of mundane tasks.
C)   It increases the overheads related to employees.
D)   It increases the risk of reassignment or dismissal.E) A) and B)
F) None of the above D

Exam 9: Customer Service Via Technology

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

Correct AnswerverifiedShow Answer

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

Correct AnswerverifiedTrue

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

Correct AnswerverifiedShow Answer

The present operations that use technology are considered to be labor-intensive.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements is true about the automatic number identification system?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedAvoiding customer concerns is often as s...View AnswerShow Answer

Which of the following social networking websites enables users to send a message limited to 140 characters?

Correct AnswerverifiedShow Answer

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Correct AnswerverifiedIt was designed as an inexpensive,quick ...View AnswerShow Answer

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Correct AnswerverifiedShow Answer

Which of the following strategies should be adopted to effectively use a voice mail?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedTrue

A portable on-demand broadcast is called a podcast.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_____ 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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Correct AnswerverifiedShow Answer

What is the disadvantage of technology that negatively impacts an employee?

Correct AnswerverifiedD

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Avoiding customer concerns is often as s...
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It was designed as an inexpensive,quick ...
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