Question 1

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

Accepted Answer

Using blind courtesy copies (Bcc) should be done judiciously, not liberally, to protect the privacy of email addresses and avoid confusion among recipients about who is privy to the correspondence.

Question 2

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

Accepted Answer

Help desk service providers are specifically trained to assist customers by answering questions, solving problems, and providing support for various issues.

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.

Accepted Answer

The telephone remains a crucial tool for businesses to conduct operations, communicate with team members, and provide customer service, despite the rise of digital communication methods.

Question 4

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

Accepted Answer

The answer of Millennials and younger consumers are the primary...

Question 5

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

Accepted Answer

Customers who are technically naïve may not always be highly trusting of e-commerce websites, as their lack of technical knowledge can lead to increased concerns about security and privacy, making them more cautious.

Question 6

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

Accepted Answer

Setting up a website allows businesses of all sizes to reach a global audience, utilize online marketing strategies, and compete in their niche, regardless of the size of their multinational competitors. Digital platforms can level the playing field by providing various tools and opportunities for businesses to showcase their products or services, connect with customers, and grow their brand.

Question 7

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

Accepted Answer

By the end of 2016, the majority of individuals in developed nations were using the internet, with internet penetration rates often exceeding 80% in many of these countries.

Question 8

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

Accepted Answer

E-mail was originally designed as a quick and convenient way to communicate brief messages and information, not to replace formal written correspondence. However, its efficiency and immediacy have led many companies to adopt it for various correspondence functions.

Question 9

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

Accepted Answer

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.

Accepted Answer

Automated attendants use voice menus to direct callers to different parts of an organization through their telephone keypad selections.

Question 11

A portable on-demand broadcast is called a podcast.

Accepted Answer

A podcast is a digital audio or video file series that can be downloaded from the Internet and played on a portable media player or computer, thus fitting the description of a portable on-demand broadcast.

Question 12

A key to website effectiveness is recognition and connections.

Accepted Answer

Effective websites are designed to be easily recognizable and connect with their target audience, which helps in building trust and encouraging engagement.

Question 13

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

Accepted Answer

Telephone communication does not allow for visual cues such as facial expressions and body language, which can be important for effective communication and building rapport with customers.

Question 14

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

Accepted Answer

Most people value professionalism and clarity in communication, which includes sending messages that are well-written, proofread, and free of spelling errors. This demonstrates attention to detail and respect for the recipient.

Question 15

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

Accepted Answer

Technology is deeply integrated into many aspects of life in most developed countries, affecting communication, transportation, healthcare, education, and entertainment, among others.

Question 16

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

Accepted Answer

Electronic commerce, or e-commerce, refers to the buying and selling of goods or services using the internet, and the transfer of money and data to execute these transactions, which is precisely what organizations doing business using technology-based applications are doing.

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.

Accepted Answer

Historically, operations that utilized technology were often seen as secondary, labor-intensive tasks focused on back-office functions, rather than being considered as central and integral to the strategic and operational framework of an organization. This perspective has shifted significantly with the advancement of technology and its integration into core business processes.

Question 18

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

Accepted Answer

Emoticons are representations of facial expressions created with a combination of keyboard characters, such as :-) for a smiley face, indicating emotions or attitudes.

Question 19

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

Accepted Answer

Fax messages are typically transmitted better with clear, concise text due to limitations in resolution and potential increase in transmission time and cost for graphics.

Question 20

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

Accepted Answer

E-mail can sometimes be unreliable due to issues like spam filters blocking important emails, server problems, or incorrect email addresses, leading to failed delivery of messages.

Quiz 9: Customer Service Via Technology

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

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

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

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

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

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

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

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

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

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

A portable on-demand broadcast is called a podcast.

A key to website effectiveness is recognition and connections.

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

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

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

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

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.

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

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

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