Vocabulary and quiz

Essaygenius12

Chapter9Quiz.docx

Home >Business & Finance homework help >Vocabulary and quiz

Chapter 9 Quiz Your Name:

Quiz Instructions – 10 points total

Please highlight the correct response

1. ________________ refers to the practice of transferring a call to your co-worker without announcing the call. .

· Blind transfer

· Robocall

· Automatic call distribution

· Instant messaging

2. ________________ has become so popular and available to consumers that businesses use it to share information, connect with customers, and keep their name in front of millions of people.

· Social media

· Media blending

· Emoticon use

· Call waiting

3. Necron Electronics LLC installs computer terminals with screen displays in various areas of its showroom. Customer can access such terminals to access information regarding Necron’s electronic products that they may be interested in. These terminals are examples of ________________.

· Interactive kiosks

· Automated attendants

· Predictive dialing systems

· Telephone typewriter systems

4. Whitestone Fashion, Inc. develops a website that provides details of its products to interested customers. It also sets up a customer service team that communicates by telephone with such customers as they browse through the products on the website. This is an example of ________________.

· Media blending

· Telephone tagging

· Cloud computing

· Blind transferring

5. ________________ is technology that allows for remote storage of a user’s data which can then be accessed through a web browser using a module application on the user’s mobile devices.

· Cloud computing

· Computer telephony integration

· Media blending

· Internet telephony

6. Text lingo like “OMG” and “LOL” are appropriate for email correspondence with externals customers. .

· True

· False

7. High touch customers prefer to serve themselves.

· True

· False

8. Robocall is a term used to describe a type of automated phone auto-dialer that delivers a personalized, pre-recorded message to recipients.

· True

· False

9. When saying no to a customer, the service provider should quote the policy that is responsible for denying the customer’s wish.

· True

· False

10. Technology creates a competitive advantage for companies by meeting customer demand, decreasing production and delivery time, and reducing costs.

· True

· False

Bottom of Form