Fundamentals Of Business Final Test
24 Questions
| Total Attempts: 31
Questions and Answers
- 1.Companies are increasingly deploying sophisticated customer service tools that can filter and sort e-mail messages and provide an up-to-date knowledge base.
- A.
True
- B.
False
- 2.Business that use a B2C e-commerce model eliminate the middleman.
- A.
True
- B.
False
- 3.The goal of a successful website is to attract customers and keep them returning to the site for additional products.
- A.
True
- B.
False
- 4.Typically, the more clicks it takes for a customer to find a product and place an order, the more sales on online store will make.
- A.
True
- B.
False
- 5.Surveys indicate that most customers are satisfied with customer service at online businesses.
- A.
True
- B.
False
- 6.To enhance the feeling of safety, companies should tell customers when they are in secure transactions and that transmitted data will be protected through encryption during transmision.
- A.
True
- B.
False
- 7.B2C business can create electronic customer profiles that collect buyer information by tracking preferences as consumers browse through the web pages.
- A.
True
- B.
False
- 8.The recent growth of e-mail in customer service areas has been phenomenal because businesses and customers like e-mail messaging.
- A.
True
- B.
False
- 9.Email is expensive to use.
- A.
True
- B.
False
- 10.It is acceptable for CSR'S to use "shouting", which is an email message written in all capital letters.
- A.
True
- B.
False
- 11.Flaming customers in an e-mail messages is never appropritate
- A.
True
- B.
False
- 12.Abbreviations like BTW and FYI should be used frequenlty in correspondence to customers
- A.
True
- B.
False
- 13.When writting e-mail messages, it is recommended that a CSR frontload the main idea in the first paragraph.
- A.
True
- B.
False
- 14.Before pressing the send button, be as clear and concise as possible to avoid misunderstandings in the e-mail message.
- A.
True
- B.
False
- 15.All messages that are created, sent or received using a company system are the property of the employee.
- A.
True
- B.
False
- 16.Call center equipment used to route inquiries automatically is known as an Internet Protocol Private Branch Exchange system.
- A.
True
- B.
False
- 17.One way to interact with a customer online is to use instant messaging.
- A.
True
- B.
False
- 18.Successful online retailers have learned that live messaging does not boost sales on the internet.
- A.
True
- B.
False
- 19.The web-based technology that allows users to share information and post responses to one another in online disucssion groups is called
- A.
Online forums
- B.
Voice callback
- C.
Knowledge bases
- D.
Chat rooms
- 20.The sale of goods and services from a business entity to a consumer or the general public through its website is known as
- A.
E-mail publishing
- B.
WoM Marketing
- C.
Business to consumer (B2C) e-commerce
- D.
Blogs
- 21.What is the location called on the internet that contains text and graphic descriptions of products and services and a shopping cart that allows the customers to collect purchases electronically?
- A.
B2C e-commerce
- B.
Electronic storefront
- C.
Blogs
- D.
None of the above
- 22.The problem of trying to contact busy people who are not always available to receive telephone calls is known as
- A.
Netiquette
- B.
Word of Mouth marketing
- C.
Telephone tag
- D.
Blogging
- 23.A sequence of ordinary printable characters intended to represent a human facial expression and convey an emotion are called
- A.
Emoticons
- B.
Abbreviations
- C.
Shoutings
- D.
Flaming
- 24.A code of acceptable behaviors that users should follow while on the internet is called
- A.
Telephone tag
- B.
E-mail publishing
- C.
Netiquette
- D.
E-mail etiquette
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