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POB Unit 1 Review
Test Description: POB Unit 1 review
Instructions: Answer all questions to get your test result.
1) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
routine
B
casual
C
formal
D
technical
2) Individuals who are able to defend their ideas objectively usually are able to provide others with
A
personal opinions.
B
logical evidence.
C
emotional information.
D
unrelated statistics
3) To be able to explain and defend their ideas objectively to others, individuals usually need to have effective __________ skills.
A
reading
B
technical
C
computer
D
verbal
4) In order to be understood on the telephone, a business's employees should always
A
speak rapidly
B
speak from notes
C
use technical terminology
D
enunciate clearly
5) When Dawn answered the front desk telephone at her property, a female caller who sounded very upset 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
A
She gave out a guest's room number
B
She didn't take written notes about the call
C
She didn't answer the caller with enough courtesy
D
She forgot to listen attentively to the caller
6) All calls coming into a business should end as pleasantly as possible in order to
A
provide callers with accurate information
B
leave a good last impression with callers
C
help you to get a good review.
D
make the best use of your time
7) Which of the following is not a tool that people use when participating in discussions:
A
Sharing a personal experience
B
Pointing out missing information
C
Helping the group summarize what's been said
D
Building on someone else's comment
8) When you ask questions in an open-minded way, you avoid
A
attacking someone else's idea
B
stating your own opinion.
C
mentioning the truth
D
suggesting a better way to do something
9) Why is it often important to take notes during meetings or presentations?
A
Speaker is difficult to understand
B
Information will be needed later.
C
Writing keeps the mind focused.
D
Audience needs something to do.
10) When organizing information to present in a business report, it is effective to
A
remain objective
B
develop an outline
C
interpret the data
D
determine the purpose.
11) Which of the following is a reason why it is important to organize information before preparing a business report:
A
To identify the target audience
B
To investigate the cause of the problem
C
To arrange findings in a logical manner
D
To understand the purpose of the report
12) Which of the following is an example of a textual graphic that often is used in a business report:
A
Map
B
Pictograph
C
Flowchart
D
Pie chart
13) 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.
14) Which of the following is a formatting characteristic of a full-block business letter:
A
All paragraphs use right justification.
B
No paragraph indents
C
Double-spacing within the paragraph
D
Indented first paragraph
15) 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
identify the readers' preferences.
C
look up the information in a current dictionary.
D
refer to the appropriate publisher's style manual.
16) The following information appears at the end of all of Molly's outgoing e-mails: Molly S. Glenn; Assistant Manager; The Creekside Café; 4422 Clear Creek Road, Danville, TN 44882; (774) 555-2047;
[email protected]
. This information is Molly's
A
signature
B
carbon copy
C
attachment
D
etiquette
17) When businesses need to formalize the information provided to employees, customers, or other businesses, they often use __________ communication.
A
upward
B
written
C
verbal
D
lateral
18) It is easier for employees to develop positive customer/client relations if employees understand that each customer is
A
a unique individual.
B
like most others.
C
a possible problem
D
in a hurry.
19) The primary reason customers give for not returning to a business is a lack of
A
customer-service personnel
B
advertised merchandise.
C
available parking.
D
courtesy from salespeople
20) The primary reason the business benefits when salespersons practice good customer relations is that it
A
develops repeat customers.
B
promotes quality service.
C
prevents customer objections.
D
segments the business's market.
*select an answer for all questions
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