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PoB 1.01 - Communication Skills Customer Relations
Test Description: PoB 1.01 - Communication skills customer relations
Instructions: Answer all questions to get your test result.
1) A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
A
exchange rates
B
all the necessary information
C
product ratings and grades
D
a map of all business locations
2) Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?
A
collaborator
B
strategic
C
analyzer
D
controller
3) 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 forgot to listen attentively to the caller
B
She did not take written notes about the call
C
She gave out a guest's room number
D
She did not answer the caller with enough courtesy
4) To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
A
technical
B
computer
C
reading
D
verbal
5) What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
A
Routine
B
Formal
C
Casual
D
Technical
6) All calls coming into a business should end as pleasantly as possible in order to:
A
make the best use of an employee's time
B
provide callers with accurate information
C
help an employee get a good review
D
leave a good last impression with callers
7) Individuals who are able to defend their ideas objectively provide others with:
A
unrelated statistics
B
emotional information
C
personal opinions
D
logical evidence
8) In order to be understood on the telephone, a business's employees should always:
A
enunciate clearly
B
use technical terminology
C
speak from notes
D
speak rapidly
9) Which is not a tool that people use when participating in discussions?
A
Building on someone else's comment
B
Pointing out missing information
C
Helping the group summarize what has been said
D
Sharing a personal experience
10) When Steven asks questions in an open-minded way, he avoids:
A
suggesting a better way to do something.
B
mentioning the truth.
C
stating his own opinion.
D
attacking someone else's idea.
*select an answer for all questions
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