POB Unit 1 Review Question Preview (ID: 48353)


POB Unit 1 Review. TEACHERS: click here for quick copy question ID numbers.

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) carbon copy
b) attachment
c) signature
d) etiquette

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use __________ communication.
a) upward
b) lateral
c) written
d) verbal

It is easier for employees to develop positive customer/client relations if employees understand that each customer is
a) a possible problem
b) a unique individual.
c) in a hurry.
d) like most others.

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.

Which of the following is a formatting characteristic of a full-block business letter:
a) Double-spacing within the paragraph
b) No paragraph indents
c) Indented first paragraph
d) All paragraphs use right justification.

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

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

Which of the following 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

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.

When you ask questions in an open-minded way, you avoid
a) stating your own opinion.
b) attacking someone else's idea
c) suggesting a better way to do something
d) mentioning the truth

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

Which of the following 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's been said

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 your time
c) help you to get a good review.
d) leave a good last impression with callers

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

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 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 didn't take written notes about the call
c) She gave out a guest's room number
d) She didn't answer the caller with enough courtesy

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
a) casual
b) formal
c) routine
d) technical

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

The primary reason customers give for not returning to a business is a lack of
a) courtesy from salespeople
b) available parking.
c) advertised merchandise.
d) customer-service personnel

The primary reason the business benefits when salespersons practice good customer relations is that it
a) develops repeat customers.
b) prevents customer objections.
c) promotes quality service.
d) segments the business's market.

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