E-Commerce

Chapter 14: Customer Service and Web Site Personalization

Chapter Practice Tests

Select the best answer for the questions below.

1
_____ are mini-programs that simplify the work you do online.
A)Web surrogates
B)Robots
C)E-CRM
D)Intelligent agents
2
Designers call the _____ an extension of the current Web.
A)semantic Web
B)Web surrogates
C)E-CRM
D)intelligent agents
3
_____ scan the Web, find what you want, and report back to you.
A)Cookies
B)Bots
C)Crawlers
D)Worms
4
E-tailers refer to gathering information on customers to identify and target them as _____.
A)crawler-based searching
B)marketing
C)profiling
D)personalizing
5
The one thing that makes a business stand out from the competition is called a _____.
A)USP
B)PSA
C)personal selling position
D)marketing mix
6
One easy way for online shoppers to get answers to their questions is by checking the _____ list.
A)Q&A
B)answer
C)bot
D)FAQ
7
_____ are Web pages that allow online shoppers to have real-time, virtual conversations with customer-service representatives.
A)Virtual libraries
B)Chat rooms
C)Message boards
D)On-demand rooms
8
A(n) ____ is a page on a Web site where users can share information about common problems.
A)virtual library
B)chat room
C)message board
D)on-demand room
9
The ability to change prices instantly to keep up with changes in the marketplace is called _____.
A)real-time pricing
B)pricing-on-demand
C)pricing exchange
D)price bundling
10
_____ consists of combining related products or services which businesses then offer to customers at special package deals.
A)Semantic pricing
B)Profiling
C)Bundling
D)Price controlling
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