episode 08 exercise 01

Part 1

In this section, you'll find a number of questions and activities. After you've made your selections, click on the "How did I do?" button to view the correct answers and explanations for the questions.

For each of the following statements, determine the service characteristic to which it refers.

1.	CanGo's servers can handle 500,000 hits per hour. If fewer hits occur in any given hour, that capacity goes unused.


2.	A CanGo customer will not know the speed of CanGo's service until he or she tries it out.


3.	Download speeds at the CanGo Web site are affected by the number of people visiting at a given moment as well as their individual requests.


4.	CanGo typically has four customer service representatives who handle phone calls from customers who want person-to-person service. If six calls come in at once, two customers must wait and might be lost.


5.	If CanGo ships the wrong CD to a customer, the customer will discover the mistake before CanGo does.


6.	A customer explores informative links on the CanGo site about a band or author. That customer takes nothing away from the experience except new knowledge.

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