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POBF Unit 1 - Communication Skills And Customer Service - Part 2
Test Description: POBF Unit 1 - Communication Skills and Customer Service - Part 2
Instructions: Answer all questions to get your test result.
1) Which is an example of a textual graphic that is used in a business report?
A
Map
B
Pie chart
C
Pictograph
D
Flowchart
2) Why is it often important to take notes during meetings or presentations?
A
The speaker is difficult to understand.
B
This information will be needed later.
C
The audience needs something to do.
D
Writing keeps the mind focused.
3) Which is a formatting characteristic of a full-block business letter?
A
double-spacing within the paragraph
B
no paragraph indents
C
using a right justification for all paragraphs
D
indented first paragraph
4) 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
ask his coworker for advice.
B
look up the information in a current dictionary.
C
refer to the appropriate publisher's style manual.
D
identify the readers' preferences.
5) 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
signature
B
carbon copy
C
etiquette
D
attachment
6) 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
a map of all business locations.
C
exchange rates.
D
all the necessary information.
7) It is easier for employees to develop positive customer/client relations if employees understand that each customer is:
A
in a hurry.
B
like most others.
C
a unique individual.
D
a possible problem.
8) When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?
A
lateral
B
upward
C
written
D
verbal
9) The primary reason customers give for not returning to a business is a lack of:
A
advertised merchandise.
B
courtesy from salespeople.
C
customer-service personnel.
D
available parking.
10) The primary reason the business benefits when salespersons practice good customer relations is that it:
A
develops repeat customers.
B
segments the business's market.
C
promotes quality service.
D
prevents customer objections.
*select an answer for all questions
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