Deck 11: Exceed Customer Expectations With Information

Question 1

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

Answer 1

See text.

Question 2

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

Answer 2

See text.

Question 3

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

Answer 3

See text.

Question 4

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

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

Question 5

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

Question 6

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

Question 7

Which response rate change did insurance companies have in the past 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 8

Many products have no informational components.

Question 9

Communication efficiency is a ratio of the costs of:

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 10

Communication effectiveness is NOT best achieved when the message is:

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

Question 11

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

Question 12

The best companies to work for:

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

Question 13

Clear business communication doesn't mean:

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

Question 14

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

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

Question 15

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

Question 16

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

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

Question 17

Critical actions in E-commerce include:

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

Question 18

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

Question 19

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

Question 20

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

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