Customer Service Chapter 9

_____ is a term used to describe a type of automated phone auto-dialer that delivers a personalized, prerecorded message to recipients. a. blind transfer b. robocall c. outsourcing d. offshoring

b. robocall

Which of the following is a disadvantage of technology for companies? a. establishing a business site using technology requires a large staff and considerable office space b. Employees can serve fewer people due to the use of technology c. Staying on top of competition with technology is an expensive venture d. Technology forces employees to perform mundane tasks like mailing out forms

c. Staying on top of competition with technology is an expensive venture

Which of the following is an example of "pull" technology? a. a post office mailing b. a Twitter message c. a website d. an e-mail

c. a website

The _____ system is a voice recognition mechanism that queries survey respondents with questions and stores their responses. a. automatic call distribution b. computer telephony integration c. automated computer telephone interview d. online information fulfillment

c. automated computer telephone interview

Which of the following is an example of good etiquette while composing an e-mail? a. composing long descriptive sentences b. using all upper-case letters c. being cautious in using emoticons d. using e-mail for formal communication

c. being cautious in using emoticons

Which of the following is an advantage of technology for companies? a. technology and its continuous updating lowers stress levels for employees of companies b. technology allows telemarketers to use skirt privacy laws with the use of robocall machines c. Companies can expand their online presence using technology without adding staff d. staying on top of competition with technology is a highly-cost efficient venture for companies

c. companies can expand their online presence using technology without adding staff

_____ is a term used to describe a service center with trained providers assigned to assist customers with questions, problems, or suggestions. a. electronic commerce b. automated attendant c. help desk d. robocall center

c. help desk

The _____ is the technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center. a. online information fulfillment system b. intelligent call-back technology c. predictive dialing system d. Internet call-back technology

c. predictive dialing system

One of the biggest advantages to using social media to get information out to current and potential customers is that _____. a. it corrals the grievance system for dissatisfied customers b. it can only positively impacts the company image c. sites are almost exclusively free d. specialists are never required to oversee its use

c. sites are almost exclusively free

_____ are computer terminals that have customized software and hardware and set up in a public area where users can touch a screen display to access application for information. a. predictive dialing systems b. automated attendants c. telephone typewriter systems d. interactive kiosks

d. interactive kiosks

Which of the following actions can reduce the chances of message failure in a telephonic conversation? a. using jargon and colloquialisms frequently b. refraining from using voice inflection c. avoiding pausing occasionally d. smiling while speaking

d. smiling while speaking

Which of the following statements about the millennial generation is true? a. most are willing to delay upgrading their mobile devices to save money b. the majority view e-mail and personal computers as new, emerging technology c. technology is not important to their shopping experience d. this generation rivals the baby boomer generation in size and potential spending clout

d. this generation rivals the baby boomer generation in size and potential spending clout

According to recent reports, close to _____ of households in the Americas and half of those globally were connected to the Internet by the end of 2016. a. three-quarters b. one-third c. one-half d. two-thirds

d. two-thirds

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone pad. a. automated attendants b. automated computer telephone interviews c. automatic call distribution systems d. telephone typewriter systems

a. automated attendants

Naera Informatics Inc. runs out of physical servers to store customer-related data. To save on space, it stores a large part of its data remotely online. This is an example of _____. a. cloud computing b. Internet telephony c. computer telephony integration d. media blending

a. cloud computing