POBF Unit 1 - Communication Skills And Customer Service - Part 1 Question Preview (ID: 34643)
POBF Unit 1 - Communication Skills And Customer Service.
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When Dawn answered the front desk telephone at her property, a female caller who sounded very upset and asked for her daughter's room number. Dawn quickly answered, Ms. Smith is in room 224. I will connect you. What did Dawn do wrong?
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.
Individuals who are able to defend their ideas objectively provide others with:
a) personal opinions.
b) emotional information.
c) logical evidence.
d) unrelated statistics.
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) technical
c) verbal
d) reading
All calls coming into a business should end as pleasantly as possible in order to:
a) provide callers with accurate information.
b) make the best use of an employee's time.
c) help an employee get a good review.
d) leave a good last impression with callers.
Which is not a tool that people use when participating in discussions?
a) Pointing out missing information
b) Sharing a personal experience
c) Building on someone else's comment
d) Helping the group summarize what has been said
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
a) Casual
b) Formal
c) Routine
d) Technical
When Steven asks questions in an open-minded way, he avoids:
a) stating his own opinion.
b) attacking someone else's idea.
c) suggesting a better way to do something.
d) mentioning the truth.
In order to be understood on the telephone, a business's employees should always:
a) speak from notes.
b) use technical terminology.
c) enunciate clearly.
d) speak rapidly.
When organizing information to present in a business report, it is effective to:
a) remain objective.
b) interpret the data.
c) develop an outline.
d) determine the purpose.
Which is a reason why it is important to organize information before preparing a business report?
a) to investigate the cause of the problem
b) to understand the purpose of the report
c) to identify the target audience
d) to arrange findings in a logical manner
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