Deck 5: Use Friendly Web Sites and Electronic Communication

Question 1

Describe FAQs and other knowledge bases.

Answer 1

See text.

Question 2

Explain how a hands-on company, such as a tire company, might be able to effectively use the Internet to meet customer needs.

Answer 2

See text.

Question 3

How can you teach a website to learn about the customers who visit it?

Answer 3

See text.

Question 4

Social Networking Sites (SNS) are useful only in providing customer service options only foryoung, technologically savvy customers.

Question 5

A blog is a:

A) variation on a chat room.
B) forum for unfiltered feedback.
C) log or journal maintained by a company or individual.
D) all of the above

Question 6

Low interaction communication (also known as self-service) is highly desired by most businessesusing online customer service.

Question 7

The norms that guide Net-geners when they shop include

A) a company's reputation is very important.
B) they should be able to participate with companies to make the product or service better.
C) companies will provide them with personalized products or services.
D) all the above

Question 8

To provide human contact for customers, despite high-tech communication systems, useeverything EXCEPT:

A) two-way interactive video.
B) email.
C) FAQs.
D) web chat.

Question 9

Handling a lot of email can be a symptom of an ineffective Web page.

Question 10

Spamming is:

A) the practice of sending unwanted email.
B) an unlikely choice for most companies.
C) throwing mystery meat icons at online visitors.
D) none of the above

Question 11

Few companies today will survive without an electronic presence.

Question 12

Structured knowledge bases are:

A) organized in a question and answer format.
B) postings on an electronic bulletin board.
C) indexed by keywords.
D) repositories of customer interaction.

Question 13

Of the 185 million users who are online each day, roughly 30 million of them are reading blogs.