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