Review Game Zone
Flash Cards
(current)
Games
Teachers
Search
PoB 1.00 Communication Skills Customer Relations
Test Description: 1.00 Communication skills customer relations
Instructions: Answer all questions to get your test result.
1) A female caller to a hotel 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
A
She did not take written notes about the call.
B
She forgot to listen attentively to the caller.
C
She gave out a guest's room number.
D
She did not answer the caller with enough courtesy.
2) To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
A
verbal
B
technical
C
computer
D
reading
3) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
Routine
B
Casual
C
Formal
D
Technical
4) All calls coming into a business should end as pleasantly as possible in order to:
A
make the best use of an employee's time.
B
help an employee get a good review.
C
leave a good last impression with callers.
D
provide callers with accurate information.
5) Individuals who are able to defend their ideas objectively provide others with:
A
logical evidence.
B
unrelated statistics.
C
personal opinions.
D
emotional information.
6) In order to be understood on the telephone, a business's employees should always:
A
enunciate clearly.
B
use technical terminology.
C
speak rapidly.
D
speak from notes.
7) Which is not a tool that people use when participating in discussions?
A
Helping the group summarize what has been said
B
Sharing a personal experience
C
Building on someone else's comment
D
Pointing out missing information
8) When Steven asks questions in an open-minded way, he avoids:
A
suggesting a better way to do something.
B
stating his own opinion.
C
mentioning the truth.
D
attacking someone else's idea.
9) Which is a reason why it is important to organize information before preparing a business report?
A
to understand the purpose of the report
B
to investigate the cause of the problem
C
to arrange findings in a logical manner
D
to identify the target audience
10) Why is it often important to take notes during meetings or presentations?
A
This information will be needed later.
B
The speaker is difficult to understand.
C
The audience needs something to do.
D
Writing keeps the mind focused.
11) When organizing information to present in a business report, it is effective to:
A
determine the purpose.
B
remain objective.
C
develop an outline.
D
interpret the data.
12) Which is an example of a textual graphic that is used in a business report?
A
Pie chart
B
Map
C
Flowchart
D
Pictograph
13) Which is a formatting characteristic of a full-block business letter?
A
indented first paragraph
B
using a right justification for all paragraphs
C
double-spacing within the paragraph
D
no paragraph indents
14) 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:
A
refer to the appropriate publisher's style manual.
B
look up the information in a current dictionary.
C
identify the readers' preferences.
D
ask his coworker for advice
15) The information that appears at the end of all of Mollys outgoing e- mails is called a:
A
carbon copy
B
attachment
C
etiquette
D
signature
16) A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
A
a map of all business locations
B
product ratings and grades
C
all the necessary information.
D
exchange rates
*select an answer for all questions
Check Results & Get Answers
Play Games with the Questions Above
Teachers: Create FREE classroom games with your questions
Click for more info!
©2007-2024
ReviewGameZone.com
|
About
|
Privacy
|
Contact
|
Terms
|
Site Map
WAIT! Find what you needed?
×
Still Looking for the Answers?
Have Another Question?
Play a Review Game with These Questions?
Want to Make Your Own Test Like This One?