Midterm Exam for E Commerce

_______refers to the process of selling products and services directly between a business and consumers who are the end-users of its products or services

_______are tokens or short packets of data passed between communicating programs, where the data is typically not meaningful to the recipient program

• cookies

• Recommendation Engines

• CRM system (Customer Relationship Management)

_______are software systems, which analyse what the customer has purchased or checked.

• cookies

• Recommendation Engines

• CRM system (Customer Relationship Management)

_______Here a supplier puts together all information about his customers and manages the resulting customer profiles.

• cookies

• Recommendation Engines

• CRM system (Customer Relationship Management)

It happens when standardized products without individual offers are sold then an electronic shopping cart is provided. The customer picks up interesting products or services and puts them into his shopping cart.

• Initiation Step

• Contract conclusion step

• Delivery/fulfillment step

• Billing/invoicing step

• Service/support step

In this step all relevant data have to be put together. The customer has to be identified and his name and contact data have to be documented.

• Initiation Step

• Contract conclusion step

• Delivery/fulfillment step

• Billing/invoicing step

• Service/support step

This happens if real goods have been sold, then the contract between supplier and customer is followed by the compilation of the ordered goods.If goods are not in stock of the online shop they have to be ordered at the producer and either they can be taken from the producer’s warehouse or they have to be produced.

• Initiation Step

• Contract conclusion step

• Delivery/fulfillment step

• Billing/invoicing step

• Service/support step

This takes place after the confirmation of delivery.

If the customer had to pay before delivery then it may happen that the invoice has to be corrected and a credit note (if the value of the delivered goods was lower than the value of the originally ordered goods) or debit note (if the value of the delivered goods was higher than the value of the originally ordered goods) must be created. Customers do not like additional charges.

• Initiation Step

• Contract conclusion step

• Delivery/fulfillment step

• Billing/invoicing step

• Service/support step

This includes effective complaints management. Supplementary and replacement deliveries, including return consignments, must be in place and run smoothly if needed.

• Initiation Step

• Contract conclusion step

• Delivery/fulfillment step

• Billing/invoicing step

• Service/support step

______ is the wireless use of electromagnetic fields to transfer data, for the purposes of automatically identifying and tracking tags attached to objects. The tags contain electronically stored information.