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POBF Unit 1 - Communication Skills And Customer Service - Part 1
Test Description: POBF Unit 1 - Communication Skills and Customer Service
Instructions: Answer all questions to get your test result.
1) When Dawn answered the front desk telephone at her property, a female caller who sounded very upset and asked for her daughter's room number. Dawn quickly answered, Ms. Smith is in room 224. I will connect you. What did Dawn do wrong?
A
She did not answer the caller with enough courtesy.
B
She gave out a guest's room number.
C
She did not take written notes about the call.
D
She forgot to listen attentively to the caller.
2) Individuals who are able to defend their ideas objectively provide others with:
A
logical evidence.
B
emotional information.
C
unrelated statistics.
D
personal opinions.
3) To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
A
reading
B
technical
C
computer
D
verbal
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
provide callers with accurate information.
D
leave a good last impression with callers.
5) Which is not a tool that people use when participating in discussions?
A
Helping the group summarize what has been said
B
Building on someone else's comment
C
Pointing out missing information
D
Sharing a personal experience
6) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
Casual
B
Formal
C
Technical
D
Routine
7) When Steven asks questions in an open-minded way, he avoids:
A
attacking someone else's idea.
B
stating his own opinion.
C
suggesting a better way to do something.
D
mentioning the truth.
8) In order to be understood on the telephone, a business's employees should always:
A
speak from notes.
B
use technical terminology.
C
enunciate clearly.
D
speak rapidly.
9) When organizing information to present in a business report, it is effective to:
A
determine the purpose.
B
develop an outline.
C
remain objective.
D
interpret the data.
10) Which is a reason why it is important to organize information before preparing a business report?
A
to identify the target audience
B
to investigate the cause of the problem
C
to arrange findings in a logical manner
D
to understand the purpose of the report
*select an answer for all questions
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