Which of the following statements about online customer communication is not correct?
A) It includes public comments on review sites, blogs, and social networks.
B) It allows companies to win customers online.
C) It carries higher stakes than most paper communication.
D) It allows companies to respond to, but not anticipate, customer concerns.
E) It may allow companies to build a positive reputation online.
Ques. 2Which of the following would not be an appropriate reason to send a thank-you note?
A) A friend sends you a gift.
B) You complete a job interview.
C) A former supervisor writes you a recommendation letter.
D) You receive an A grade on an exam.
E) You receive a scholarship.
Ques. 3Recognition notes
A) point the blame at a particular individual in your company.
B) will make others feel jealous.
C) specify what the person did and how it benefited the organization.
D) are worthwhile additions to the sender's career portfolio.
E) should always be handwritten for the greatest impact.
Ques. 4Which of the following is an appropriate response to a request for information?
A) Because your satisfaction is important to us, we will send you the information you expect.
B) Our service technician carefully examined the list of questions you submitted.
C) Reading the owner's manual or checking our easy-to-use website will provide the answers you seek.
D) We are pleased to provide the information you requested.
E) We have decided to provide the information you seek, due to your long association with our organization.
Ques. 5A response to a neutral message should be organized in this order:
A) (1 ) apology, (2 ) good news, (3 ) explanation, (4 ) courteous closing.
B) (1 ) explanation, (2 ) questions answered, (3 ) good news, (4 ) courteous closing.
C) (1 ) explanation, (2 ) good news, (3 ) clichd closing.
D) (1 ) good news, (2 ) questions answered, (3 ) subtle company promotion, if appropriate, (4 ) courteous closing.
E) (1 ) good news, (2 ) questions answered, (3 ) explanation, (4 ) good news reiterated in the closing.
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