N TP THC HIN N HNG IN T 1 Cng c s dng ph bin nht hin nay h tr khch hng trc tuyn l g? a. Th in t - e-mail. b. Th rc - spam.

m. c. H thng tho lun hin ithe moderated discussion board. d. Trung tm h tr khch hng qua in thoi - the call-back center. 2 FTU lp ra danh mc cc cu hi v cu tr li m sinh vin mi vo trng hay quan tm da trn mt iu tra quy m trong vi nm. y l hnh thc g? a. ng dng chin lc giao tip vi khch hng - a customer-facing application. b. Bng cu hi - a FAQ page. c. Hot ng trc tuyn - online networking. d. ng dng chin lc khch hng trung tm - a customer-centric intelligence application. 3 GS. Dang ln website ca cng ty DennVN mua mt chic my tnh. Trong qu trnh mua hng, GS. Dang la chn linh kin v cu hnh my tnh ph hp v nhn c mc gi c th i vi tng loi my tnh b xem xt v thi hn giao hng i vi tng loi. y l v d v hot ng no? a. Giao hng - purchase dispatch. b. H tr sau khi mua - postpurchase support. c. H tr trc khi mua - pre-purchase support. d. H tr khch hng trong sut qu trnh mua hng - customer support during purchase. 4 Trong thng mi in t, cc hot ng sau l v d v hot ng h tr khch hng trc tuyn, NGOI TR: a. Cung cp d liu kp thi ngay trn website - timeliness of data on the Web site. b. H tr i vi sn phm h hng - product failure rate. c. S hin din ca website - site availability. d. Thi gian tr li - response time. 5 Cng ty ABC nhn mn hnh t i Loan, CPU t Malaysia v lp rp ti Trung Quc ri giao cho khch hng. y l v d v hnh thc no? a. Kho hng lu ng - a rolling warehouse. b. merge-in-transit. c. Tr hon thc hin n hng - order postponement. d. Giao hng tp trung - leveraged shipments. 6 Kh nng giao hng ng thi hn l vn ca: a. Ch i vi thng mi in t - unique to e-commerce. b. Cc dch v logistics truyn thng, nhng vn ny ch c th thc hin trong thng mi in t - in traditional logistics, but the problem has been solved in e-commerce. c. i vi tt c cc hot ng trn th gii, tuy nhin y khng phi l tr ngi i vi cc hot ng ni a - in global operations, but it is rarely a problem in domestic operations. d. C thng mi truyn thng v thng mi in t - in both off-line and online commerce. 7 K ton v logistics l hai v d v mng hot ng no khi trin khai thng mi in t? Accounting and logistics are examples of: a. Dch v khch hng - customer service. b. Dch v vn chuyn - transportation services. c. Thc hin n hng - order fulfillment. d. Back-office operations. 8. PGS. Nguyen gi thng bo cho ngn hng hy b vic s dng th tn dng. Ngn hng tr li bng email trong ngh gim 3% li sut nm nu PGS. Nguyen tip tc s dng loi th ny. y l v d v hnh thc no? a. Chng trnh xc nh khch hng trung thnh - a customer loyalty program. b. Bn thm sn phm dch v gia tng - up-selling. c. Thu ht khch hng tim nng - prospecting.

d. H tr gi chn khch hng - save or win back. 9. Dr. Tang t mua mt chic laptop ti Denn Computer qua website ca cng ty. Cng ty xc nhn n hng sau 10 pht v hn giao hng l 3 ngy. Mi ngy sau , Denn u gi cho Dr. Tang email thng bo v tnh hnh lp rp chic laptop theo yu cu . Khi hng bt u giao, Dr. Tang nhn c mt email thng bo thi gian bt u giao hng. y l v d v: a. H tr sau khi mua - postpurchase support. b. H tr trc khi mua hng - pre-purchase support. c. Giao hng - purchase dispatch. d. H tr khch hng trong sut qu trnh mua hng - customer support during purchase. 10 i vi cc cng ty bn hng trc tuyn, v d ngi sn xut hay bn l, bc th hai trong qu trnh thc hin n hng l g? a. Nhn n t hng - receiving the customers order. b. D bo nhu cu - demand forecasting. c. Thc hin n hng - order fulfillment. d. Kim tra ngun hng trong kho - checking for product availability. 11.Bc u tin trong qu trnh thc hin n t hng trc tuyn l g? a. Xc nhn chc chn khch hng s thc hin thanh ton - making sure the customer will pay. b. Thu xp dch v vn chuyn - arranging for shipment. c. Kim tra ngun hng trong kho - checking to assure that the ordered item is in stock. d. Sn xut sn phm - producing the product. 12. Vai tr ca 3PL trong logistics i vi cc cng ty thng mi in t c c im g? a. Rt quan trng lc trong giai on khi u ca cc doanh nghip, nhng nhiu doanh nghip thng mi in t ln hin nay ang t trin khai h thng logistics ni b - crucial at start-up, but many large e-commerce companies are now developing internal logistical components. b. Tt c cc dch v logistics phc v cho cc cng ty kinh doanh trc tuyn phi do cc bn th ba cung cp- all logistics services for online companies must be provided by 3PL suppliers. c. Cc doanh nghip thng mi in t t khi s dng cc bn th ba - 3PL suppliers are rarely used by e-commerce companies. d. Cc doanh nghip thng mi in t phi hp vi cc bn th ba thc hin cc hot ng logistics - 3PL suppliers coordinate internal and external logistics functions in e-commerce companies. Dch V Logistics Th Ba, hay cn gi l 3PL, l vic thu ngoi cc hot ng logistics ca mt cng ty . Nh Cung Cp Dch Vu Logistics Th Ba, theo nh website Supply Chain Vision, ni a ra mt nh ngha c hu thun bi T Chc Nhng Nh Qun Tr Chui Cung ng quc t, l mt cng ty cung cp cc dch v logistics mang tnh chin thut a chiu cho khch hng. Nhng cng ty ny s h tr thc y dng chy thit b v nguyn liu t nh cung ng n nh sn xut, v sn phm cui cng t nh sn xut n nh phn phi v nh bn l. Cc dch v mang tnh chin thut ny thng c bn gm vn ti, dch v kho bi, gom hng nhanh (cross-docking), qun l tn kho, ng gi hay giao nhn vn ti. 13. Bn hng, qung co v h tr khch hng trc tuyn l v d v mng hot ng no trong thng mi in t? a. Hot ng bn hng - front-office operations. b. Back-office operations. c. Thc hin n hng - order fulfillment. d. Dch v khch hng - customer service. 14. Khi TS. Vu va hon thnh n t hng mua mt hp mc in cho my in ca mnh, website ca cng ty TA lp tc a ra gi v hp mc mu cho loi my in v cc loi giy in ph hp. y l v d v hnh thc bn hng no? a. Bn thm sn phm dch v gia tng - up-selling. b. Thu ht khch hng tim nng - prospecting. c. Chng trnh xc nh khch hng trung thnh - a customer loyalty program. d. Bn nhng sn phm lin quan - cross-selling. 15. Chin lc thc hin n hng theo cc linh kin, b phn cu thnh sn phm c tp hp t nhiu hn hai a im c gi l g? a. Giao hng tp trung - leveraged shipments b. Tr hon thc hin n hng - order postponement.

c. Kho hng lu ng - a rolling warehouse. d. merge-in-transit

16. Nguyn nhn th hai khin cc khch hng e ngi mua hng trc tuyn qua cc website bn hng l g? a. Lo ngi v khng c tr li hng - the absence of a good return mechanism. b. Lo ngi cc sn phm t mua khng c giao - concern that ordered products wont be delivered. c. Khng s thy sn phm trc khi mua - the inability to see a product before buying it. d. Lo ngi v tnh an ton khi mua hng trn internet - concern over the potential for fraud.

17. Vic tp hp v phn tch cc d liu v khch hng thu thp qua website tm ra nhng thi quen mua hng c gi l g? a. Kho st da trn nn web - Web-based surveying. b. X l d liu - data mining. c. Theo di n l - cookie tracking. d. Kho st theo nhm - focus group surveying. 18. Tt c cc dch v nhm m bo khch hng nhn c sn phm m h t mua qua mng trong thi gian cam kt c gi l g? a. Vn ti - transport. b. logistics. c. Thc hin n hng - order fulfillment. d. back-office operations. 19. Vic t chc nhn hng tr li t nhng khch hng khng hi lng n ngi cung cp c gi l g? a. reverse logistics. b. front-office operations. c. order fulfillment d. logistics.

20. Vi mc thit hi trn 1.2 t USD, thit hi ln nht trong lch s cc cng ty dot.com xy ra vi: a. Amazon.com. b. Webvan. c. Kozmo.com. d. E-Toys.

21. Ngc vi giao dch thng mi truyn thng theo kiu y-push, giao dch thng mi in t thng theo kiu ko-pull v c c im l: a. C s lng hng thnh phm lu kho ln hn - has a much larger finished goods inventory level. b. Bt u vi vic tin hnh sn xut sn phm lu kho - begin with manufacturing a product which is shipped to inventory c. Khi u vi mt n hng - begins with an order. d. Xy dng kho hng m khng cn quan tm n nhu cu tim nng - builds inventory without regard for potential demand.

22. Ch ra nhng hot ng c th ci tin nng cao hiu qu cc giao dch thng mi in t trc tuyn. a. thay i c cu trong cng ty - are accomplished solely through improvements within the organization.

b. Tt c cc la chn - may come from within the organization, from improved links with logistics, and through linkages with payment systems. c. logistics - are accomplished solely through improved links with logistics. d. ci tin h thng thanh ton - are accomplished solely through implementing linkages with payment systems.