PoB 1.00 Communication Skills Customer Relations Question Preview (ID: 34628)


1.00 Communication Skills Customer Relations. TEACHERS: click here for quick copy question ID numbers.

Which is a reason why it is important to organize information before preparing a business report?
a) to arrange findings in a logical manner
b) to identify the target audience
c) to understand the purpose of the report
d) to investigate the cause of the problem

When Steven asks questions in an open-minded way, he avoids:
a) attacking someone else's idea.
b) stating his own opinion.
c) suggesting a better way to do something.
d) mentioning the truth.

Which is not a tool that people use when participating in discussions?
a) Sharing a personal experience
b) Building on someone else's comment
c) Helping the group summarize what has been said
d) Pointing out missing information

In order to be understood on the telephone, a business's employees should always:
a) enunciate clearly.
b) speak rapidly.
c) use technical terminology.
d) speak from notes.

Individuals who are able to defend their ideas objectively provide others with:
a) logical evidence.
b) unrelated statistics.
c) emotional information.
d) personal opinions.

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
a) Formal
b) Casual
c) Routine
d) Technical

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.

To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
a) verbal
b) reading
c) technical
d) computer

A female caller to a hotel 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 her room number? Dawn quickly answered, Ms. Smith is in room 224. I will
a) She gave out a guest's room number.
b) She did not answer the caller with enough courtesy.
c) She did not take written notes about the call.
d) She forgot to listen attentively to the caller.

Why is it often important to take notes during meetings or presentations?
a) This information will be needed later.
b) Writing keeps the mind focused.
c) The audience needs something to do.
d) The speaker is difficult to understand.

When organizing information to present in a business report, it is effective to:
a) develop an outline.
b) interpret the data.
c) remain objective.
d) determine the purpose.

Which is an example of a textual graphic that is used in a business report?
a) Flowchart
b) Map
c) Pictograph
d) Pie chart

Which is a formatting characteristic of a full-block business letter?
a) no paragraph indents
b) double-spacing within the paragraph
c) indented first paragraph
d) using a right justification for all paragraphs

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) refer to the appropriate publisher's style manual.
b) ask his coworker for advice
c) look up the information in a current dictionary.
d) identify the readers' preferences.

The information that appears at the end of all of Mollys outgoing e- mails is called a:
a) signature
b) etiquette
c) attachment
d) carbon copy

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
a) a map of all business locations
b) exchange rates
c) all the necessary information.
d) product ratings and grades

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