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Digital Communication Etiquette Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. What is the standard handling time for digital customer service requests?

Question 2 2. Handling customer complaints promptly is important. All of these are best practices EXCEPT which?

Question 3 3. How can customer service agents help keep customers engaged in an inquiry?

Question 4 4. The number 1 skill for service representatives handling customer complaints only is to be _____.

Question 5 5. How can agents securely identify and verify customers in online service requests?

Page 2

Question 6 6. Texting is best used for ...

Question 7 7. What type of technology is used internally for the company to communicate, promote and share industry/product news?

Question 8 8. Which of the following should be done when using a cell phone for business?

Question 9 9. What is the best reason to send emails in a business environment?

Question 10 10. What is the best way for companies to ensure that communication technology is used wisely?

Page 3

Question 11 11. If you are having a conversation with a friend over email and you are confused about her tone, what should you do?

Question 12 12. Why is it important to be clear and use detail when communicating online?

Question 13 13. How can you help fill in the gaps when communicating online?

Question 14 14. A person's body language suggests:

Question 15 15. Since some forms of online communication do not contain face-to-face video connections, what can you do to share your facial expressions?

Page 4

Question 16 16.

If an employee emails confidential company information to a friend, which guideline(s) was NOT followed? Choose the best combination.

I. Keep confidential information confidential.

II. Use correct grammar and punctuation.

III. Keep business and personal contacts separate.

IV. Keep it short, sweet, and smart.

Question 17 17. What is the most important item that a company should have relative to the use of mobile message communication?

Question 18 18. Which of the following is an example of NOT following the guideline to use correct grammar, punctuation, and word usage?

Question 19 19. Text messaging is an example of which one of the following?

Question 20 20. What is instant messaging?

Digital Communication Etiquette Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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