POB&F Unit 1.00 Understand Communication Skills & Customer Relations
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Principle of Business & Finance
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What are the two elements of organizational design?
Rule & Procedures
Logistic & Structure
Plan & Process
Process & Features
The following information appears at the end of all of Molly's outgoing e-mails:
Molly S. Glenn
Assistant Manager
The Creekside Cafe
4422 Clear Creek Road, Danville, TN 44882
(774) 555-2047
msglenn@creeksidercafe.com
signature.
etiquette
carbon copy.
attachment.
In order to be understood on the telephone, a business's employees should always:
speak rapidly.
enunciate clearly.
speak from notes.
use technical terminology.
Which is not a tool that people use when participating in discussions?
Building on someone else's comment
Sharing a personal experience
Pointing out missing information
Helping the group summarize what has been said
A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
a map of all business locations.
product ratings and grades.
all the necessary information.
exchange rates.
Individuals who are able to defend their ideas objectively provide others with:
emotional information.
personal opinions.
unrelated statistics.
logical evidence.
All calls coming into a business should end as pleasantly as possible in order to
make the best use of an employee's time.
help an employee get a good review.
provide callers with accurate information.
leave a good last impression with callers.
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
Casual
Routine
Formal
Technical
When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?
She forgot to listen attentively to the caller.
She did not take written notes about the call.
She did not answer the caller with enough courtesy.
She gave out a guest's room number.
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
computer
reading
technical
verbal
The primary reason customers give for not returning to a business is a lack of:
available parking.
customer-service personnel.
advertised merchandise.
courtesy from salespeople.
Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What professional characteristic is Terry concerned with?
complete
clear
correct
concise
The accounting department at the shoe store has not received payment from a customer. Which would be the best form of business communication to use in this situation?
phone
letter
memo
conversation in person
When Steven asks questions in an open-minded way, he avoids:
stating his own opinion.
suggesting a better way to do something.
attacking someone elses's idea.
mentioning the truth.
It is easier for employees to develop positive customer/client relations if employees understand that each customer is:
a unique individual.
no diferent then any of customer.
a potential promblem.
in a hurry.
In history class, Dr. Smith is going over a timeline of the events that led up to World War II. Which note-taking strategy would work best?
mapping
Cornell notes
outlining
charting
Which is a characteristic of good customer service?
offering quality service
offending people
taking to long to reply
asking many questions
Why is it often important to take notes during meetings or presentations?
Writing keeps the mind focused.
This information may or will be needed later.
The speaker is difficult to understand.
The audience needs something to do.
The primary reason the business benefits when salespersons practice good customer relations is that it:
prevents customer objections.
develops repeat customers.
promotes quality service.
segments the business's market.
Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?
controller
strategic
analyzer
collaborator
The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used?
indirect
persuasive
informational
results-oriented
When organizing information to present in a business report, it is effective to:
develop an outline.
interpret the data.
remain objective.
determine the purpose.
Which is an example of a textual graphic that is used in a business report?
Pie Chart
Map
Pictograph
Flowchart
Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?
persuasive
indirect
negative
direct
When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?
upward
downward
lateral
written
Which is a reason why it is important to organize information before preparing a business report?
to arrange findings in a logical manner
to investigate the cause and effect of the report
to understand the purpose of the report
to identify the target audience
Which is a formatting characteristic of a full-block business letter?
no paragraph indents
using a right justification for all paragraphs
double-spacing within the paragraph
indented first paragraph
As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:
look up the information in a current dictionary.
identify the readers' preferences.
refer to the appropriate publisher's style manual.