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