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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 did not answer the caller with enough courtesy.
D
She forgot to listen attentively to the caller.
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
reading
C
technical
D
computer
3) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
Technical
B
Casual
C
Formal
D
Routine
4) All calls coming into a business should end as pleasantly as possible in order to:
A
help an employee get a good review.
B
make the best use of an employee's time.
C
provide callers with accurate information.
D
leave a good last impression with callers.
5) Individuals who are able to defend their ideas objectively provide others with:
A
logical evidence.
B
unrelated statistics.
C
emotional information.
D
personal opinions.
6) In order to be understood on the telephone, a business's employees should always:
A
speak from notes.
B
speak rapidly.
C
use technical terminology.
D
enunciate clearly.
7) Which is not a tool that people use when participating in discussions?
A
Building on someone else's comment
B
Sharing a personal experience
C
Pointing out missing information
D
Helping the group summarize what has been said
8) When Steven asks questions in an open-minded way, he avoids:
A
mentioning the truth.
B
attacking someone else's idea.
C
suggesting a better way to do something.
D
stating his own opinion.
9) Which is a reason why it is important to organize information before preparing a business report?
A
to arrange findings in a logical manner
B
to identify the target audience
C
to understand the purpose of the report
D
to investigate the cause of the problem
10) Why is it often important to take notes during meetings or presentations?
A
Writing keeps the mind focused.
B
The audience needs something to do.
C
This information will be needed later.
D
The speaker is difficult to understand.
11) When organizing information to present in a business report, it is effective to:
A
interpret the data.
B
develop an outline.
C
determine the purpose.
D
remain objective.
12) Which is an example of a textual graphic that is used in a business report?
A
Pictograph
B
Pie chart
C
Flowchart
D
Map
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
look up the information in a current dictionary.
B
ask his coworker for advice
C
refer to the appropriate publisher's style manual.
D
identify the readers' preferences.
15) The information that appears at the end of all of Mollys outgoing e- mails is called a:
A
signature
B
carbon copy
C
attachment
D
etiquette
16) A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
A
all the necessary information.
B
product ratings and grades
C
a map of all business locations
D
exchange rates
*select an answer for all questions
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