Question 1

Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing:

Accepted Answer

A)   status of the order.
B)   costs.
C)   shipping dates.
D)   all of the above

Question 2

Explain why efficiency isn't always the goal when conveying important information.

Accepted Answer

Efficiency is not always the goal when ...

Question 3

About 25% of shoppers never received a response to their email requests for assistance, according to Shop.org.

Accepted Answer

A) True 
 B)False

Question 4

The greatest effectiveness is achieved in face-to-face communication.

Accepted Answer

A) True 
 B)False

Question 5

One ingenious application of information timeliness is provided by Domino's Pizza's online tracking service.

Accepted Answer

A) True 
 B)False

Question 6

Which response rate change did insurance companies have in the past year?

Accepted Answer

A)   They had 13% unanswered, as opposed to 41% the previous year.
B)   They had 32% more unanswered queries than the previous year.
C)   They had 39% fewer unanswered queries from the previous year.
D)   They had 19% unanswered, as opposed to 36% the previous year.

Question 7

Critical actions in E-commerce include:

Accepted Answer

A)   honoring the customer feedback loop.
B)   making customer support easily accessible.
C)   both A and B
D)   neither A nor B

Question 8

The concept of bringing customers together to share or disseminate information is:

Accepted Answer

A)   old fashioned.
B)   an unwelcome intrusion from a customer's point of view.
C)   a user group.
D)   inconvenient for customers.

Question 9

A-plus information means information that not only exceeds expectations for clarity and interest, but is also more creative than normal.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following failings is NOT a hindrance to clear communication?

Accepted Answer

A)   failure to offer an alternative solution
B)   failure to express appreciation
C)   failure to get to the point
D)   failure to provide a reasonable explanation C

Question 11

Explain what informational hand-holding is and how it applies to A-plus information.

Accepted Answer

Informational hand-holding refers to the...

Question 12

Discuss the impact on a business that ignores or delays responses to email from customers.

Accepted Answer

Ignoring or delaying responses to emails...

Question 13

Communication effectiveness is NOT best achieved when the message is:

Accepted Answer

A)   remembered.
B)   received by the intended people.
C)   efficient.
D)   used.

Question 14

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

Accepted Answer

A) True 
 B)False

Question 15

If several people are asking the same question, you have:

Accepted Answer

A)   an information problem.
B)   an opening for superior customer service.
C)   parallel information deficiency.
D)   all of the above

Question 16

Clear business communication doesn't mean:

Accepted Answer

A)   using stock numbers or abbreviations.
B)   avoiding jargon.
C)   being abrupt.
D)   all of the above C

Question 17

A commonly heard complaint about e-commerce: that companies by design are leaving their phone numbers off their E-Commerce sites.

Accepted Answer

A) True 
 B)False

Question 18

Many products have no informational components.

Accepted Answer

A) True 
 B)False

Question 19

The best companies to work for:

Accepted Answer

A)   allow employees to train themselves using on-the-job training.
B)   typically use multi-faceted employee training.
C)   treat employees as hired hands.
D)   none of the above B

Question 20

Communication efficiency is a ratio of the costs of:

Accepted Answer

A)   communicating relative to the number of people reached by the message.
B)   a communication medium relative to the credibility of that medium with the target audience.
C)   both A and B
D)   neither A nor B

Exam 11: Exceed Customer Expectations With Information

Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing:

Correct AnswerverifiedShow Answer

Explain why efficiency isn't always the goal when conveying important information.

Correct AnswerAnswered by ExamLex AI Efficiency is not always the goal when ...View AnswerShow Answer

About 25% of shoppers never received a response to their email requests for assistance, according to Shop.org.

Correct AnswerverifiedShow Answer

The greatest effectiveness is achieved in face-to-face communication.

Correct AnswerverifiedShow Answer

One ingenious application of information timeliness is provided by Domino's Pizza's online tracking service.

Correct AnswerverifiedShow Answer

Which response rate change did insurance companies have in the past year?

Correct AnswerverifiedShow Answer

Critical actions in E-commerce include:

Correct AnswerverifiedShow Answer

The concept of bringing customers together to share or disseminate information is:

Correct AnswerverifiedShow Answer

A-plus information means information that not only exceeds expectations for clarity and interest, but is also more creative than normal.

Correct AnswerverifiedShow Answer

Which of the following failings is NOT a hindrance to clear communication?

Correct AnswerverifiedC

Explain what informational hand-holding is and how it applies to A-plus information.

Correct AnswerAnswered by ExamLex AIInformational hand-holding refers to the...View AnswerShow Answer

Discuss the impact on a business that ignores or delays responses to email from customers.

Correct AnswerAnswered by ExamLex AIIgnoring or delaying responses to emails...View AnswerShow Answer

Communication effectiveness is NOT best achieved when the message is:

Correct AnswerverifiedShow Answer

Presenting redundant information is seen as insulting to customers, who typically can understand the information if it is presented clearly in one format.

Correct AnswerverifiedShow Answer

If several people are asking the same question, you have:

Correct AnswerverifiedShow Answer

Clear business communication doesn't mean:

Correct AnswerverifiedC

A commonly heard complaint about e-commerce: that companies by design are leaving their phone numbers off their E-Commerce sites.

Correct AnswerverifiedShow Answer

Many products have no informational components.

Correct AnswerverifiedShow Answer

The best companies to work for:

Correct AnswerverifiedB

Communication efficiency is a ratio of the costs of:

Correct AnswerverifiedShow Answer

Correct Answer
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Answered by ExamLex AI
Efficiency is not always the goal when ...
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C

Correct Answer
Answered by ExamLex AI
Informational hand-holding refers to the...
View Answer

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Answered by ExamLex AI
Ignoring or delaying responses to emails...
View Answer

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C

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B

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