Deck 9: Customer Service Via Technology

Question 1

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

Answer 1

False

Question 2

At a help desk, service providers are trained to assist customers with questions and problems.

Answer 2

True

Question 3

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

Answer 3

True

Question 4

Millennials and younger consumers are the primary age groups tapping into technology.

Question 5

Customers who are technically naïve tend to be highly trusting of e-commerce websites.

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

A portable on-demand broadcast is called a podcast.

Question 12

A key to website effectiveness is recognition and connections.

Question 13

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

Question 14

Most people find it satisfactory and professional for messages to be sent without proofreading or spell-checking them to save time.

Question 15

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

Question 16

The organizations doing business using technology-based applications have been labeled electronic commerce.

Question 17

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.

Question 18

Emoticons are the faces created through use of computer keyboard characters and symbols.

Question 19

Include as many graphics as possible in a fax message to make the message more visually appealing.

Question 20

An important thing to remember about e-mail is that it is sometimes unreliable.

Question 21

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

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

Question 22

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

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.

Question 23

________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

A) Internet telephony
B) Intelligent callback technology
C) Instant messaging
D) Media blending

Question 24

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

Question 25

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

A) half
B) two-thirds
C) one-third
D) one-fifth

Question 26

________ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.

A) Cloud computing
B) Online information fulfillment
C) Internet call-back
D) Voice over Internet Protocol

Question 27

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

A) electronic mail system
B) screen pop-up
C) facsimile system
D) interactive kiosk

Question 28

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

Question 29

Which of the following statements about call centers in the United States is true?

A) Call center functions have largely been returned to the U.S. from countries like India and Mexico.
B) Call center functions have largely been brought back in-house from third-party companies that specialize in call center operations.
C) There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies.
D) Call centers have replaced instant messaging as the technology of choice for resolving the complaints of younger customers.

Question 30

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

A) Robocalling
B) Blogging
C) Spamming
D) Media blending

Question 31

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

A) Generate event-related invoices and track payments.
B) Screen population of customer data when the customer answers the phone.
C) Development of e-mail/direct-mail lists.
D) Automatically maintain a detailed audit history on customer transactions.

Question 32

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

Question 33

Which of the following is a function of customer relationship management software?

A) Call quality monitoring and recording.
B) Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen.
C) Representative/agent state control.
D) Automatically maintain a detailed audit history on customer accounts, transactions, and individual events.

Question 34

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

A) It is typically 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 indiscriminate bulk messages to various customers.

Question 35

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

A) Internet callback technology
B) Internet telephony
C) Media blending
D) Predictive dialing system

Question 36

Which of the following statements is true about social media?

A) It is considered to be the most expensive means of getting information out.
B) It is currently 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 37

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

Question 38

The automatic number identification system allows companies to ________

A) access highly confidential information about customers.
B) conduct automated phone surveys of customers.
C) identify customers by their country or area code.
D) bypass and disregard customer complaints and phone calls.

Question 39

Telephone tag results in a loss of efficiency, money, and, in some cases, customers.

Question 40

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

A) Speech recognition
B) Screen pop-up
C) Voice over Internet Protocol
D) Digital display

Question 41

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?

Question 42

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

Question 43

Which of the following strategies should be adopted when effectively using voice mail?

A) Keep your outgoing message current.
B) Refrain from stating your name or expected availability.
C) Initiate telephone tag to improve efficiency.
D) Wait at least two business days before responding to voice mail messages.

Question 44

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

Question 45

What is a potential disadvantage of technology for an employee?

A) It increases staff costs.
B) It increases the number of mundane tasks.
C) It increases the overhead related to employees.
D) It increases the risk of reassignment or dismissal.

Question 46

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

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 47

List any five functions performed by customer relationship management software.

Question 48

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

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) Multitask while attending to customers on the telephone to save time.

Question 49

Which of the following techniques help to create a positive telephone image?

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 50

List four advantages of telephone communication.

Question 51

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

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

Question 52

When communicating with a customer via e-mail, you should ________

A) use lengthy and detailed sentences
B) rely on e-mail for both formal and informal correspondence
C) use jargon, slang, and emoticons to set a friendly mood
D) use both upper and lowercase letters

Question 53

Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

A) Pinterest
B) YouTube
C) LinkedIn
D) Twitter

Question 54

Which of the following benefits does technology bring to employees?

A) It reduces staff costs and overhead.
B) It frees them from mundane tasks.
C) It frees them from reassignment or dismissal.
D) It reduces their stress levels.

Question 55

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

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