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True / False Questions
1.
(p. 314)
To say that technology has permeated almost every aspect of life in most developed
countries would be an understatement.
2.
(p. 315)
With the high number of users, internet usage is considered a Generation X tool.
3.
(p. 316)
One factor that could help stimulate the growth of call centers is an increased demand by
customers for technology-based ordering and service systems.
4.
(p. 318)
The present operations that use technology are considered to be labor-intensive.
5.
(p. 318)
The influence of technology-based applications is so significant in terms of dollars that
the way that organizations do business using them has been labeled electronic commerce.
6.
(p. 318)
A service provider trained to assist customers with questions, problems or suggestions is
referred to as the help desk.
7.
(p. 319)
Automated attendants provide callers with a menu of options from which they can select
by pressing a key on their telephone keypad.
8.
(p. 326)
A key to effective website effectiveness is recognition and connections.
9.
(p. 331)
A portable on-demand broadcast is called a podcast.
10.
(p. 335)
On the Internet, it is relatively easy for customers to see how many employees, buildings
or money a company has when they access a website.
11.
(p. 338)
A customer's reluctance to provide you with information is based more on a distrust on
you or your service-providing peers.
12.
(p. 340)
E-mail was not meant to replace formal written correspondence although many
companies use it now for correspondence functions.
13.
(p. 340)
Most people find it satisfactory for messages to be sent without proofreading or spell
checking them to save time.
14.
(p. 340)
The e-mail system was designed as an inexpensive, quick way of communicating via the
World Wide Web.
15.
(p. 341)
An important thing to remember about e-mail is that it is sometimes unreliable.
16.
(p. 342)
While sending an e-mail, use the blind courtesy copies liberally.
17.
(p. 342)
Emoticons are the faces created through the use of computer keyboard characters.
18.
(p. 343)
Include as much as graphics in a fax message in order to make the message look more
pleasing to the receiver's eyes.
19.
(p. 344)
Modern businesses rely heavily on the use of the telephone to conduct day-to-day
operations and communicate with internal and external customers.
20.
(p. 345)
One disadvantage of telephone communication is the lack of face-to-face contact with
the customer.
21.
(p. 345)
Jargon, slang, and colloquialisms are friendly terms/phrases that make customers smile
and should be used often.
22.
(p. 346)
When you fail to use good grammar in your communications, you may be perceived as
lazy or uneducated.
23.
(p. 349)
Eliminate distractions by not eating, drinking, chewing gum, talking to others or handling
other tasks while on the phone.
24.
(p. 352)
A key to using voice mail effectively is to keep your outgoing message current and
indicating your availability.
25.
(p. 353)
Telephone tag results in a loss of efficiency, money, and, in some cases, customers.
Multiple Choice Questions
26.
(p. 316)
Which of the following statements best define offshoring?
27.
(p. 316)
_____ refers to the practice of contracting with third-party companies or vendors outside
the organization to deliver products and services to customers or produce products.
28.
(p. 319)
_____ provide callers with a menu of options from which they can select by pressing a key
on their telephone keypad.
29.
(p. 320)
Which of the following statements best define an automatic call distribution system?
30.
(p. 320)
Which of the following statements is true about an automated computer telephone
interview?
