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Principles Of Business 1.03-1.04
Test Description: POB 1.03-1.04 Spring 2019
Instructions: Answer all questions to get your test result.
1) Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What profess
A
concise
B
correct
C
clear
D
C. complete
2) Which is a formatting characteristic of a full-block business letter?
A
indented first paragraph
B
no paragraph indents
C
double-spacing within the paragraph
D
using a right justification for all paragraphs
3) The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used?
A
indirect
B
information
C
persuasive
D
results oriented
4) Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?
A
negative
B
persuasive
C
indirect
D
information
5) The accounting department at the shoe store has not received payment from a customer. Which would be the best form of business communication to use in this situation?
A
letter
B
memo
C
phone
D
conversation in person
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) Which is a characteristic of good customer service?
A
asking many questions
B
taking a long time to reply
C
offering quality service
D
offending people
8) The primary reason customers give for not returning to a business is a lack of:
A
available parking
B
customer-service personnel
C
courtesy from salespeople
D
advertised merchandise.
9) 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
10) The primary reason the business benefits when salespersons practice good customer relations is that it:
A
develops repeat customers
B
promotes quality service
C
segments the business's market
D
prevents customer objections
11) It is easier for employees to develop positive customer/client relations if employees understand that each customer is:
A
in a hurry
B
a possible problem
C
in a hurry
D
a unique individual.
*select an answer for all questions
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