Fundamentals Of Business Final Test

24 Questions | Total Attempts: 30

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Fundamentals Of Business Final Test


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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