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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 gave out a guest's room number.
C
She forgot to listen attentively to the caller.
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
computer
B
verbal
C
technical
D
reading
3) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
Casual
B
Technical
C
Formal
D
Routine
4) All calls coming into a business should end as pleasantly as possible in order to:
A
leave a good last impression with callers.
B
help an employee get a good review.
C
provide callers with accurate information.
D
make the best use of an employee's time.
5) Individuals who are able to defend their ideas objectively provide others with:
A
emotional information.
B
personal opinions.
C
unrelated statistics.
D
logical evidence.
6) In order to be understood on the telephone, a business's employees should always:
A
use technical terminology.
B
speak rapidly.
C
enunciate clearly.
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
Building on someone else's comment
C
Sharing a personal experience
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
mentioning the truth.
C
attacking someone else's idea.
D
stating his own opinion.
9) Which is a reason why it is important to organize information before preparing a business report?
A
to investigate the cause of the problem
B
to identify the target audience
C
to understand the purpose of the report
D
to arrange findings in a logical manner
10) Why is it often important to take notes during meetings or presentations?
A
The audience needs something to do.
B
This information will be needed later.
C
The speaker is difficult to understand.
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
develop an outline.
C
remain objective.
D
interpret the data.
12) Which is an example of a textual graphic that is used in a business report?
A
Map
B
Pie chart
C
Flowchart
D
Pictograph
13) Which is a formatting characteristic of a full-block business letter?
A
using a right justification for all paragraphs
B
no paragraph indents
C
double-spacing within the paragraph
D
indented first paragraph
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
identify the readers' preferences.
C
look up the information in a current dictionary.
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
signature
B
attachment
C
etiquette
D
carbon copy
16) 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
exchange rates
C
a map of all business locations
D
all the necessary information.
*select an answer for all questions
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