PoB 1.01 - Communication Skills Customer Relations Question Preview (ID: 54278)


PoB 1.01 - Communication Skills Customer Relations. TEACHERS: click here for quick copy question ID numbers.

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) exchange rates
c) all the necessary information
d) a map of all business locations

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) controller
c) strategic
d) analyzer

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 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

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

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

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

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

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

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.

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