POBF Unit 1 - Communication Skills And Customer Service - Part 2 Question Preview (ID: 34644)


POBF Unit 1 - Communication Skills And Customer Service - Part 2. TEACHERS: click here for quick copy question ID numbers.

Which is an example of a textual graphic that is used in a business report?
a) Pie chart
b) Pictograph
c) Map
d) Flowchart

Why is it often important to take notes during meetings or presentations?
a) The audience needs something to do.
b) The speaker is difficult to understand.
c) This information will be needed later.
d) Writing keeps the mind focused.

Which is a formatting characteristic of a full-block business letter?
a) double-spacing within the paragraph
b) no paragraph indents
c) indented first paragraph
d) using a right justification for all paragraphs

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) ask his coworker for advice.
c) look up the information in a current dictionary.
d) identify the readers' preferences.

The following information appears at the end of all of Mollys outgoing emails: Molly S. Glenn, Assistant Manager, The Creekside Cafe, 4422 Clear Creek Road, Danville, TN 44882, [email protected]. What does this information represent?
a) carbon copy
b) attachment
c) signature
d) etiquette

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
a) product ratings and grades.
b) all the necessary information.
c) exchange rates.
d) a map of all business locations.

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:
a) a possible problem.
b) a unique individual.
c) in a hurry.
d) like most others.

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?
a) upward
b) lateral
c) written
d) verbal

The primary reason customers give for not returning to a business is a lack of:
a) courtesy from salespeople.
b) available parking.
c) advertised merchandise.
d) customer-service personnel.

The primary reason the business benefits when salespersons practice good customer relations is that it:
a) develops repeat customers.
b) prevents customer objections.
c) promotes quality service.
d) segments the business's market.

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