Reference no: EM131907908

Question 1: During the early days of business growth, many sold or bartered products from their homes in what became known as:

Customers and clients

Cottage industries

The service sector

Montgomery Ward

Question 2: Technology has not affected jobs in which of the following ways:

Quantity of jobs created

Distribution of jobs

Fewer professionals to design systems

Quality of jobs

Question 3: Telephone sales and product support services can easily be handled by a customer:

Visiting the main office

Calling a designated 800 number

Being relocated to another branch

Being put on hold while service is searched

Question 4: According to the US Census figures for 2000: 50.5 percent of US households have and use Internet access

The use of e-mail is declining rapidly

A small percentage uses search engines

The use of the Internet is down from 1998 figures

Question 5: A term applied to an ongoing trend of information, knowledge and resource sharing around the world is:

Networking

Telecommuting

Globalization

Deregulation

Question 6: Prime-age workers are classified by the U.S. Bureau of Labor Statistics as those between the ages of:

50-68

16-24

55 and older

25-54

Question 7: A type of business that is independently owned and operated and is not dominant in its field of operation is a:

Small business

Large corporation

Entrepreneur

Middle-management operation

Question 8: Surfing the Net for goods has coined a new term in technology for accessing goods and services called:

E-commerce

B2B

SBA

Y2K

Question 9: Summaries that condense current business publications to a three- or four-page synopsis of key points are:

Executive book summaries

Book reports

Executive summaries or abstracts

Personal shopping guides

Question 10: The event that worried all computer systems people on December 31, 1999, was aptly called the

SBA

B2B

Y2K

Asian Beatle

Question 11: 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:

The computer

The building plans

Service

Management

Question 12: Employees of other departments or branches, coworkers and other people who work within the same organization are:

External customers

Internal customers

Online customers

Current customers

Question 13: Those who actively seek out, research and buy, rent or lease products or services offered by a business are its:

External customers or clients

Internal customers

Online customers only

Call center personnel

Question 14: The two potential areas of customer satisfaction or dissatisfaction about a deliverable are:

Price and taxes

Earnings ratio or profit

Quality and quantity

Color and style

Question 15: When one applies for a job, those who take care in recruiting, selecting and training of qualified people may be called:

Human resources

The employment group

Applicants

Customers

Question 16: The frontline service representatives, the standard bearers for an organization, who set the tone for how others view the organization, are the:

Data entry/order clerks

Service technicians

Members of management

Receptionist/front desk clerks

Question 17: Employees who perform telemarketing service need strong self-confidence and other personal skills because of the:

Low salary they receive

Number of rejections to offers and irate calls they receive

Lack of training usually offered

Lack of up-to-date equipment and training

Question 18: 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:

Outsourcing

Education and training

Service

The competition

Question 19: A term which describes an organization that uses knowledge as a competitive advantage is:

A learning organization

The Fifth Discipline

Networking

A cottage industry

Question 20: A concept in which employees can act without asking first for management intervention to resolve a customer issue is called:

A learning organization

Service recovery

Networking

Outsourcing