Chapter 9 Vocabulary Name Match the keyword with the appr.docx
- 1. Chapter 9 Vocabulary Name: Match the keyword with the appropriate description ____ TDD ____ Cloud computing ____ Offshoring/outsourcing ___ CRM software ____ VoIP ____ Automated attendants ____ Intelligent callback technology ____ ANI system ____ Online information fulfillment system ____ Speech or voice recognition 1) accessing information, good, or services through website 2) customer relationship management software 3) tells customer when to expect a callback 4) telecommunication device for the deaf 5) voice over internet protocol 6) caller identification system 7) software to convert spoken language to words 8) move business to another country/contract with 3rd party 9) accessing information, goods, or services through website 10) remote storage of user data Highlight whether the statement is True or False Many organizations think of technology as a way to reduce staff and save money. · True · False Because of the cost of technology, small businesses cannot effectively benefit from its use as a customer service tool.
- 2. · True · False To ensure accurate communication has taken place, you should summarize key points at the end of a telephone communication. · True · False A Customer Service Representative may also have a title of: Associate, Sales Representative, Consumer Affairs Counselor, Technical Service Representative, or Account Executive. · True · False Jargon, slang, and colloquialisms can distort message meanings. · True · False Businesses have not yet learned to harness the power of web- based and mobile technologies to service their customers. · True · False Using voice mail to answer calls is an effective way to avoid interruptions while you are speaking to a customer. · True · False E-commerce is a term that means that the commerce of the US is in excellent condition. · True · False
- 3. Planning calls and the information you will leave on a voice mail is an effective way to avoid service breakdowns. · True · False One way to improve your image on the telephone is to continually evaluate your speech. · True · False Chapter 9 Quiz Your Name: Quiz Instructions – 10 points total Please highlight the correct response 1. ________________ refers to the practice of transferring a call to your co-worker without announcing the call. . · Blind transfer · Robocall · Automatic call distribution · Instant messaging 2. ________________ has become so popular and available to consumers that businesses use it to share information, connect with customers, and keep their name in front of millions of people. · Social media · Media blending · Emoticon use · Call waiting
- 4. 3. Necron Electronics LLC installs computer terminals with screen displays in various areas of its showroom. Customer can access such terminals to access information regarding Necron’s electronic products that they may be interested in. These terminals are examples of ________________. · Interactive kiosks · Automated attendants · Predictive dialing systems · Telephone typewriter systems 4. Whitestone Fashion, Inc. develops a website that provides details of its products to interested customers. It also sets up a customer service team that communicates by telephone with such customers as they browse through the products on the website. This is an example of ________________. · Media blending · Telephone tagging · Cloud computing · Blind transferring 5. ________________ is technology that allows for remote storage of a user’s data which can then be accessed through a web browser using a module application on the user’s mobile devices. · Cloud computing · Computer telephony integration · Media blending · Internet telephony 6. Text lingo like “OMG” and “LOL” are appropriate for email correspondence with externals customers. .
- 5. · True · False 7. High touch customers prefer to serve themselves. · True · False 8. Robocall is a term used to describe a type of automated phone auto-dialer that delivers a personalized, pre-recorded message to recipients. · True · False 9. When saying no to a customer, the service provider should quote the policy that is responsible for denying the customer’s wish. · True · False 10. Technology creates a competitive advantage for companies by meeting customer demand, decreasing production and delivery time, and reducing costs. · True · False Bottom of Form Chapter 8 Vocabulary Name: Match the keyword with the appropriate description ____ Face ____ Attitudes ____ Expectation of privacy ____ Cultural diversity
- 6. ____ Interpersonal relationship ____ Conflict resolution style ____ Platinum rule ____ Inclusive ____ Acculturated ____ Values 1) psychological changes that happen as a result of integration into another group or country 2) safeguarding information 3) building strong bonds with customer 4) emotional responses to people, ideas, and object 5) different racial, ethnic, and socioeconomic values and beliefs 6) including people of all races, genders, religious, or ethnic backgrounds 7) worth of an idea, place, thing, or practice 8) treat customers like you would like to be treated 9) how an individual manages conflict 10) avoiding looking bad in the eyes of others Highlight whether the statement is True or False Diversity is an important aspect of everyone’s life that can present both opportunities and challenges and requires a sharpened knowledge of other people and groups. · True · False Younger customers are as valuable as those in any other group and should be served professionally. · True · False When a customer has a disability, the disability should be deemphasized by thinking of the person first and the disability second. · True
- 7. · False Values are the “rules” that people use to evaluate situation; make decisions; interact with others; and deal with conflict. · True · False The diverse nature of your customer population requires you to be aware of the various ways people from different cultures interact in business settings. · True · False Many people only associate the term “diversity” with the word “cultural” which describes the differences between groups of people from various countries and with differing beliefs. · True · False When engaging someone who speaks a different language, it is a wise strategy to avoid jokes or words or acronyms that are tied to sports, historical events, or specific aspects of your own culture. · True · False In some cultures, direct eye contact is often discouraged because it is interpreted as disrespect or overfamiliarity. · True · False Today all cultures use less formality in the business environment and do not stress the importance of using titles and family names as often as they did in the past.
- 8. · True · False According to the US Census Bureau, over 50 million Americans report having some level of disability. · True · False Chapter 8 Quiz Your Name: Quiz Instructions – 10 points total Please highlight the correct response 1. ________________ refers to the characteristics, values, beliefs, and factors that make people different, yet similar. · Diversity · Precarity · Meritocracy · Heteronormativity 2. Which of the following statements is an example of an individualistic culture? · A tribe who members pursue personal goals over the tribes aims · A nation that provides all its citizens with complete healthcare · An ethnic group that runs all its decision through a communal decision-making process for common assent 3. Members of individualistic cultures differ from members of collectivist societies in that the former _______________. · Emphasizes individuals’ goals more that the collective goals
- 9. · Take an indirect approach to conflict resolution · Consider individuals to be interdependent units of a group · Tend to use informal mediation to address conflict to prevent embarrassment 4. Which of the following individual is most likely to be a member of a monochromic culture? · Robert, a deliveryman, ensures punctual service to his customers at any cost · Jhn, a businessman, is frequently late to board meetings · Andrew, a lawyer, prefers to be in charge of multiple cases at the same time 5. Members of polychromic cultures differ from members of monochromic cultures in that the former _________________. · View time as a flexible commodity · Take time commitments seriously · Tend to work on one activity at a time · Consider time to play a major role in relationships 6. The golden rule, a term coined by speaker and author Tony Alessandra, is related to going beyond the step of treating customers the way you want to be treated. · True · False 7. The long-term appraisals of the worth of an idea held by individuals are called values. · True · False 8. A service provider with good customer awareness understands that all customers are alike and must thus be treated alike.
- 10. · True · False 9. Face refers to the important concept of esteem used in many Asian cultures. · True · False 10. When interacting with individual from diverse culture, customer service providers should use nonverbal cues with care since gestures and facial expressions may have different meaning to various cultures. · True · False Bottom of Form