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Test Trust and friction in e-commerce
Agenda
1st QUESTION: What three pillars must ensure security for a user to complete an online purchase according to the text?
Aggressive discounts, eye-catching advertising and always free shipping
Financial data protection, clear return policies and shipping reliability
Referral programs, weekly sweepstakes and gamification
Only telephone service, physical catalogs and cash on delivery
2nd QUESTION: What specific actions should platforms offer to build buyer confidence?
Cross promotions, frequent pop-ups and daily newsletters
Express delivery, premium packaging and emoji chat only
Cost transparency, recognized payment methods and real-time package tracking
Extensive mandatory registration, difficult captchas and manual verification
3rd QUESTION: What major frictions need to be eliminated to reduce online buyer uncertainty?
Difficulty in finding offers and comparing prices
Distrust of network advertising and influencer reviews
Doubt about the arrival of the order and what to do if the product doesn't fit well
Preference for physical stores due to ambience
4th QUESTION: What strategy is key to mitigate the psychological barriers derived from the lack of physical contact?
To increase the number of banners and pop-up ads
Reduce product information to speed up the reading process
Forcing you to create an account before viewing the catalog
Humanize the experience with detailed descriptions, high-quality images and social proofs
QUESTION 5: What is the basis for loyalty in the digital environment according to the text?
Quality of service and product received
Exclusively on brand recognition
On the number of followers in social networks
In points programs, regardless of quality
6th QUESTION: What is the effect of a smooth UX and that the product delivers what is promised?
Increases anxiety and reduces repeat purchases
Reduces anxiety and encourages repetition
Generates indifference and does not impact trust
Substitutes the need for social proof
7th QUESTION: What is the objective of Social CRM in the new model described?
Only increase the number of registrations in the database
Execute one-way campaigns on a massive scale
Build long-lasting, two-way relationships through constant interaction
Completely replace human attention
8th QUESTION: What do tools such as chatbots and social media support contribute to Social CRM?
Inflexible automation without personalization
Customer isolation from digital channels
Exclusive focus on short-term sales
Agile and personalized presence that strengthens emotional bonding and loyalty
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