Chapter 1 test !!

During the early days of business growth, many sold or bartered products from their homes in what became known as:

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Technology has not affected jobs in which of the following ways:

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Telephone sales and product support services can easily be handled by a customer:

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According to the US Census figures for 2000:

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A term applied to an ongoing trend of information, knowledge and resource sharing around the world is:

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Prime-age workers are classified by the U.S. Bureau of Labor Statistics as those between the ages of:

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A type of business that is independently owned and operated and is not dominant in its field of operation is a:

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Surfing the Net for goods has coined a new term in technology for accessing goods and services called:

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Summaries that condense current business publications to a three- or four-page synopsis of key points are:

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The event that worried all computer systems people on December 31, 1999, was aptly called the

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The customer service environment is made up of six components of which customer, organizational culture, human resources, products/deliverables and delivery systems comprise five. The sixth component is:

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Employees of other departments or branches, coworkers and other people who work within the same organization are:

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Those who actively seek out, research and buy, rent or lease products or services offered by a business are its:

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The two potential areas of customer satisfaction or dissatisfaction about a deliverable are:

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When one applies for a job, those who take care in recruiting, selecting and training of qualified people may be called:

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The frontline service representatives, the standard bearers for an organization, who set the tone for how others view the organization, are the:

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Employees who perform telemarketing service need strong self-confidence and other personal skills because of the:

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Simply stated, the manner in which you and other employees treat your customers and each other as you deliver your company's product(s) or other deliverables is known as:

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A term which describes an organization that uses knowledge as a competitive advantage is:

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A concept in which employees can act without asking first for management intervention to resolve a customer issue is called:

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