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Multiple Choice Quiz
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1

Because of the rapid evolution of technology for providing service, there are now approximately __________ call centers in the U.S.
A)1 million
B)2 million
C)500,000
D)100,000
2

All of the following are typical call center technology discussed in the text except _______?
A)Automated number identification
B)Electronic mail
C)LAN systems
D)Predictive Dialing Systems
3

A teletype (TTY) system is used to ____________?
A)translate message into other languages
B)communicate with hearing and speaking impaired customers
C)capture customer comments and store them in a computer file
D)communicate with people in remote locations
4

Which of the following is not an advantage for organizations using technology?
A)They can extent their presence without a physical site
B)Information can be provided to customers on demand
C)Technology can be changed every six months
D)Several customers can be served simultaneously
5

Which of the following is not an example of effective etiquette when using email?
A)Avoid abbreviations
B)Use upper and lowercase letters
C)Use blind courtesy copies sparingly
D)Copy only necessary people
6

Which of the following is not an effective strategy when using a facsimile machine?
A)Be considerate of your receiver
B)Limit recipients
C)Use bold, heavy graphics to make your message stand out
D)Keep faxes brief during work hours
7

Which of the following is not an advantage of telephone service?
A)Convenience
B)Cost effectiveness
C)Ease of communication
D)Efficiency
8

Which of the following is not an effective telephone conversation technique?
A)Speak clearly
B)Modify your voice volume when speaking, as needed
C)Use technical terms so that customers will know that you are knowledgeable
D)Use voice inflection to add vocal variety
9

Which of the following is not a technique for creating a positive telephone image?
A)Continually evaluate yourself
B)be prepared for calls
C)Spend plenty of time on the phone with customers
D)Be proactive with service
10

When leaving voicemail messages, you should not ________?
A)tell who you are
B)leave a phone number
C)give the time and date of your call
D)leave a detailed message





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