Week 4: Engage Customers with an Online Store
Engage Customers with an Online Store INTRODUCTION
In this holistic endeavor, participants are assimilated into the substantial realm of detection and incident response in the cybersecurity environment. Since cybersecurity analysts play the most important role in the workplace, the course elaborates on the methods and strategies involved in screening and responding validly to malicious threats. Participants will understand the workings of the incident response process through the stepwise actions needed for remediation or mitigation in case of security incidents, and what is needed to contain and remedy them.
This process will comprise volume scenarios and examples in reality that all of the aspiring learners will enable to develop capabilities that permit them to sail through the twists and turns of dynamic and ever-evolving cyber threats, putting them at a stage with preparedness in case there is a need for more active participation in defending digital assets and organization-wide security. Such a course is indispensable for someone aspiring to gain knowledge skills toward detection and incident response-the basic ingredients for any skill set in cybersecurity.
Learning Objectives
- State the life cycle of an incident.
- Identify the roles and responsibilities of incident response teams.
- Describe tools used for documentation, detection and management of incidents.
MAKE THE SALE: BUILD LAUNCH AND MANAGE E-COMMERCE STORES WEEKLY CHALLENGE 4
1. What is personalization?
- The outcome of limiting the consumer audience to the most exclusive
- The act of transforming a potential customer into a brand evangelist
- The process of creating content for a singular user
- The practice of delivering a customized experience for each customer (Correct)
2. Fill in the blank: E-commerce stores can engage customers by creating a _____, which builds customer loyalty by providing incentives for customers to continue shopping with the brand.
- free promotion
- rewards program (Correct)
- sweepstake contest
- discount day
3. Which ways can a customer move through the checkout process? Select all that apply.
- Create an account.
- Sign in with their digital wallet.
- Sign into their account. (Correct)
- Check out as a guest. (Correct)
4. Fill in the blank: An e-commerce _____ system is software that allows a business to process payment transactions from customers online.
- point-of-sale (POS) (Correct)
- pay per click (PPC)
- checkout
- protection
5. Why do online customers abandon their shopping carts? Select all that apply.
- They are just browsing. (Correct)
- They earned too many store discounts.
- They are not ready to make a purchase. (Correct)
- The shipping fees are too high. (Correct)
6. Fill in the blank: Website errors cause doubt and a lack of trust in the customer’s mind, resulting in _____.
- more promotional coupon usage
- the closure of the e-commerce store
- customers dissatisfied with their purchase
- cart abandonment (Correct)
7. What steps are involved in the order fulfillment process? Select all that apply.
- Shipping the package to the customer (Correct)
- Processing returns
- Packing the products (Correct)
- Picking up the products from the warehouse
8. What are the disadvantages of in-house fulfillment?
- Limits packaging options that reduces shipping efficiency and increases costs
- Risks poor oversight of workmanship that could damage the quality of the brand
- Requires a significant amount of time and effort, enough space to store products, and enough staff to fulfill the orders (Correct)
- Needs a substantial investment in inventory, which might not sell, taking up valuable warehouse space
9. What is dropshipping?
- When there are multiple locations and the product ships from the location closest to the customer’s home.
- When a third-party company prepares and ships orders from their fulfillment centers.
- When a company handles everything themselves. When products are shipped from the supplier directly to the customer. (Correct)
10. What is a fulfillment service?
- A dropship supplier that handles their own order fulfillments.
- A third-party company that prepares and ships orders from their fulfillment centers. (Correct)
- A byproduct of a company’s in-home fulfillment that customizes shipment packaging.
- A product fulfillment company that ships from the supplier directly to the customer.
11. Fill in the blank: One of the most important ways to engage customers and strengthen their connection to a brand is to _____ the customer experience.
- visualize
- personalize (Correct)
- monetize
- evangelize
12. Which are personalization options for rewards programs? Select all that apply.
- In-store bonus
- Discount code for signing up (Correct)
- Reward for referral (Correct)
- Free birthday gift (Correct)
13. When can a customer enter the checkout process?
- Once they create a store account
- After they add an item to their shopping cart (Correct)
- After they complete a brief survey
- Once they browse at least three items on the site
14. Fill in the blank: The biggest reason for cart abandonment is when the costs for _____ are too high.
- shipping or taxes (Correct)
- gratuity, item limit, or returns
- currency conversions
- multiple orders or promotions
15. Fill in the blank: Handling fulfillment _____ gives a company the most control over the quality of the work.
- in house (Correct)
- by product
- from a service
- with dropship
16. Fill in the blank: _____ is when products are shipped from the supplier directly to the customer.
- In-house fulfillment
- Third-party shipping
- Fulfillment servicing
- Dropshipping (Correct)
17. Fill in the blank: In e-commerce, _____ is the practice of delivering a customized experience for each customer.
- promotion
- optimization
- engagement
- personalization (Correct)
Correct: Data-ink ratio is the ratio of ink or pixels belonging to an actual presentation of data with respect to the overall ink or pixels in the whole visualization. Minimizing distractions in visualization plays an important role in maximizing this ratio, for instance, by removing unnecessary lines, boxes around charts and legends, or shadow effects on text, instead of hiding oneself behind the data.
18. What is the important point in the customer shopping journey where the customer either completes their purchase or leaves the site?
- Subscription process
- Feedback process
- Shopping process
- Checkout process (Correct)
Correct: The checkout is critical for the customer, the last part of their journey that either completes their shopping session or sends them abandoning the site completely. A frictionless, secure, user-friendly process provides an experience that adds value to the customer journey and thereby improves conversion rates.
19. Consider the following scenario:
In order to engage customers and strengthen their connection to the brand, a bridal gown e-commerce store guides their customers to a questionnaire that helps them find a dress that fits their needs. Then, the store provides a video that guides the customer through the process of accurately taking their own measurements.
What is this direct customer attention called in e-commerce?
- Virtual engagement
- Connection
- Personalization (Correct)
- Customer-investment
20. Fill in the blank: If a customer has a _____, they can sign in and move through the checkout process faster.
- store account (Correct)
- social media account
- guest account
- rewards account
21. What is a point-of-sale (POS) system?
- Software that allows a business to process payment transactions from customers online (Correct)
- Checkout software that allows customers to choose to leave the retailer as a guest or store account holder
- Cart detection software that records the amount of items in every customer’s shopping cart Software that updates the price of items based on the currency used in the customer’s geographical location
22. Fill in the blank: Customers are more likely to buy and less likely to abandon their carts if there is ____.
- a positive customer review and free return labels
- free shipping and no unexpected fees (Correct)
- a buy now, pay later feature
- celebrity endorsement and a trending product
23. Fill in the blank: In order to reduce cart abandonment, the checkout process needs to be easy to navigate on a _____, since more customers are shopping on them.
- laptop
- mobile device (Correct)
- home digital assistant
- smart watch
24. Fill in the blank: _____ describes all the steps that take place between receiving an order and delivering the order to the customer.
- Order fulfillment (Correct)
- Inventory statement
- Product placement
- Item shipment
25. What are the benefits of using a fulfillment service? Select all that apply.
- Frees up time for the e-commerce business (Correct)
- Provides faster shipping if there are multiple locations (Correct)
- Gives companies control over the quality of work
- Offers custom packaging
26. What describes all the steps that take place between receiving an order and delivering the order to the customer?
- Order cancellation
- Order receiving
- Order fulfillment (Correct)
- Order shipping
Correct: Order fulfillment is the term used to describe all the processes and procedures involved in fulfilling an order from the moment it is received right until delivery. That means anything from order entry to the picking of products, packing of products, and, finally, shipping the package to the customer.
27. Which of the following are some reasons a customer might abandon their cart when shopping online? Select all that apply.
- The checkout process is too long or complicated. (Correct)
- The extra costs for shipping, taxes, and fees are too high. (Correct)
- They are just browsing or not ready to buy. (Correct)
- They have an account.
Correct: A customer might abandon their cart if they are just browsing or not ready to buy, or if the extra costs for shipping, taxes, and fees are too high. Another major reason for cart abandonment is when the checkout process is too long or complicated.
28. Fill in the blank: when an e-commerce store needs to fulfill an order, they can use a _____, which is a third-party company that prepares and ships orders from their fulfillment centers.
- A Dropship supplier (Correct)
- A Third party company
- A Byproduct of a company
- A Product fulfilment company
Correct!
28. Which types of transactions can some point-of-sell (POS) systems process? Select two.
- Fax
- Telephone
- In-person (CORRECT)
- Digital (CORRECT)
Correct: Correct
Correct: Correct
29. Consider the following scenario:
customer is in the process of purchasing several clothing items at an online retailer. As they review their cart, they notice a disclaimer in small print next to each item. It reads: “All sales final. No exchanges. No refunds.” Disappointed in learning this store policy, the customer decides to navigate to another online store, abandoning the items in their cart.
What store policy caused the customer to abandon their cart?
- Payment policy
- Sales policy
- Returns policy (CORRECT)
- Purchase policy
Correct:Correct
30. What is order fulfillment?
- Stages of adding items to the cart, entering promotional codes, selecting a shipping option, and making a payment
- Steps that take place between receiving an order and delivering the order to the customer (CORRECT)
- Actions that occur once a customer places an order to verify that the items are in stock
- Procedures of checking the accuracy of the order prior to accepting the customer’s payment
Correct: Correct
31. What are the benefits of dropshipping? Select all that apply.
- Gives companies control over the quality of work
- Outsources a significant amount of work (CORRECT)
- Avoids inventory risk (CORRECT)
- Makes it faster to launch a new e-commerce store (CORRECT)
Correct: Correct
Correct: Correct
Correct: Correct
32. What are the benefits of in-house fulfillment? Select two.
- aster to launch
- Less inventory risk
- Custom packaging (CORRECT)
- Control over the quality of the work (CORRECT)
Correct: Correct
Correct: Correct
33. What strategies can an e-commerce brand use to provide personalized experiences to its customers?
- Use customer reviews to create product recommendation reminders and send them to customers
- Share product recommendations based on the best-rated or most popular products
- Offer product recommendations based on customers’ browsing histories or recent purchases (CORRECT)
- Apply a one-size-fits-all approach to send product recommendation emails to customers
34. Besides personalized recommendations, how else can an e-commerce store engage customers?
- Create additional customer feedback surveys
- Try less conventional marketing tactics
- Offer a rewards program (CORRECT)
- Use mainstream advertising content
35. What step do customers typically complete before they enter the checkout process?
- They add an item to the shopping cart. (CORRECT)
- They enter their payment information.
- They choose a shipping method.
- They follow the business on social media.
36. An e-commerce business uses a point-of-sale (POS) system to capture payment information. What additional information might they capture at this stage? Select all that apply.
- Order history
- Browsing history
- Promotional codes (CORRECT)
- Email signups (CORRECT)
37. An e-commerce company processes all its orders and ships packages to customers. What is this process called?
- Order handling
- Inventory dispatch
- Order fulfillment (CORRECT)
- Product placement
38. When might an e-commerce company consider performing in-house order fulfillment instead of using a fulfillment service?
- They are interested in shipping orders from the supplier directly to the customer.
- They want to spend more time engaging customers instead of shipping products.
- They have space to store products and staff to fulfill the orders. (CORRECT)
- They want a third party to manage and store all its inventory.
39. What are the benefits of using the dropshipping model in e-commerce?
- It offers storage for a brand’s products.
- It allows the brand to control the quality of its packaging and labeling.
- The shipping service owns, manages, and stores all inventory. (CORRECT)
- It allows for custom packaging that suits the brand.
40. An e-commerce company delivers its products to a warehouse where they are stored and shipped to customers. What type of fulfillment model does the e-commerce company use?
- Fulfillment service
- Warehouse fulfillment (CORRECT)
- External storage
- Dropshipping
41. A marketer plans to engage customers by offering a rewards program. What is the goal of this e-commerce practice?
- Guide customers to different pages on a website
- Help customers complete the checkout process
- Encourage repeat purchases by offering customers incentives (CORRECT)
- Share product details and specifications with customers
42. How can a marketer encourage customers to complete a purchase and not abandon their carts?
- Offer free shipping and no unexpected fees (CORRECT)
- Include a minimum order limit
- Wait to display additional fees until the end of the checkout process
- Offer a promotion when customers share products on social media
43. A marketer improves an e-commerce store’s checkout process. Which of the following steps did they likely implement?
- Offer free pick-ups instead of delivery
- Offer a strict returns policy
- Optimize the checkout process for mobile devices (CORRECT)
- Include a single payment option
44. An e-commerce company maintains control of the quality of its brand by storing its own inventory, and packaging and labeling all orders. What type of fulfillment model does the company use?
- Product shipping
- Fulfillment services
- Custom fulfillment
- In-house fulfillment (CORRECT)
45. Fill in the blank: Handling fulfillment _____ gives a company the most control over the quality of the work.
- with dropship
- by product
- from a service
- in house (CORRECT)
46. Why do customers typically abandon their carts during the checkout process?
- The costs for shipping, taxes, and fees are too high (CORRECT)
- They received a discount code for the product
- The website receives too much traffic
- Affordable, popular, and useful products sell out quickly
47. An e-commerce business plans to optimize its website to reduce the number of abandoned carts. What action will help them achieve their goal?
2. Fill in the blank: A data _____ decides who can access, edit, use, or destroy their information.
- Offer a generous returns policy (CORRECT)
- Open a physical store
- Offer pick-ups instead of delivery
- Include one payment option
48. What is the advantage of in-house order fulfillment for an e-commerce brand?
- The brand can use custom packaging that suits the brand. (CORRECT)
- The brand does not require space to store inventory.
- A third party owns, manages, and stores all inventory on the brand’s behalf.
- The brand can ship orders from multiple locations.
49. Fill in the blank: One of the most important ways to engage customers and strengthen their connection to a brand is to _____ the customer experience.
- personalize (CORRECT)
- visualize
- monetize
- evangelize
50. Fill in the blank: E-commerce stores can engage customers by creating a _____, which builds customer loyalty by providing incentives for customers to continue shopping with the brand.
- free promotion
- discount day
- rewards program (CORRECT)
- sweepstake contest
51. When can a customer enter the checkout process?
- After they add an item to their shopping cart (CORRECT)
- Once they create a store account
- Once they browse at least three items on the site
- After they complete a brief survey
52. Why do e-commerce stores use a point-of-sale (POS) system?
- To capture promotional codes and assign them to products
- To securely process online payment transactions (CORRECT)
- To effectively gather customer data such as order history
- To send customers discounted offers for popular products
53. An e-commerce company uses a separate business to store its inventory. The business conducts the order fulfillment process and ensures that orders are packaged and delivered to customers. What action did the company take?
- They hired a fulfillment service. (CORRECT)
- They hired an in-house team.
- They hired a warehouse service.
- They hired a dropshipping service.
54. What is dropshipping?
- When a company handles everything themselves.
- When a third-party company prepares and ships orders from their fulfillment centers.
- When there are multiple locations and the product ships from the location closest to the customer’s home.
- When products are shipped from the supplier directly to the customer. (CORRECT)
55. A marketer engages customers online by delivering a tailored experience to each customer. What e-commerce practice does this refer to?
- In-store experience
- Customization
- Engagement
- Personalization (CORRECT)
Engage Customers with an Online Store CONCLUSION
The course provides detailed information about meeting potential customers online, facilitating online checkout processes, and creating ways of eliciting customers’ desires towards a product. You will also be able to move customers from browsing to buying in a webinar on setting up a Shopify store.
You will also understand why it’s important for customers to have a well-orchestrated journey through the buying process, as well as the different stages involved in order fulfillment and shipping. Learn about this and more during an invigorating and informative learning experience on Coursera!