Zappos.com offers shoppers ________ in the form of an online chat room that enables prospective buyers to ask questions and receive answers in real-time, as well as search capabilities that permit consumers to review products by brand and particular items.

Multiple Choice

A. commerce

B. choice assistance

C. customization

D. relevance

E. convenience

A websites ________can be improved by increasing the average number of visits or by increasing the average time spent per visit.

Multiple Choice

A. search rate

B. completion factor

C. participation rate

D. click-through

E. stickiness