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Various aspects of effective business communication, including telephone etiquette, discussion participation, presenting ideas objectively, customer service, and business writing. It provides insights into the appropriate communication styles for different business scenarios, such as evaluation interviews, report writing, and letter writing. The document also discusses the importance of organizing information, using visual aids, and note-taking strategies. By studying this document, readers can learn how to communicate effectively in a professional setting, build positive customer relationships, and produce well-structured business documents.
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POB EXAM 9 WITH COMPLETE SOLUTIONS!! POB Evatee 1 0/9/24 POB
In order to be understood on the telephone, a business employees should always: A. speak from notes. B. use technical terminology. C. enunciate clearly. D. speak rapidly. Answer - C 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 Answer - B Individuals who are able to defend their ideas objectively provide others with:
A. personal opinions. B. emotional information. C. logical evidence. D. unrelated statistics. Answer - C 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. Answer - D What type of communication style is usually appropriate for evaluation or counseling interviews with employees? A. Casual B. Formal C. Routine
D. Technical Answer - B 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 her room number?" Dawn quickly answered, " Ms. Smith is in room 224. I will connect with 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. Answer - C 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 Answer - C
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. controller D. strategic Answer - B 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. Answer - B 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 Answer - D 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. Answer - C Which is an example of a textual graphic that is used in a business report? A. Pie chart B. Pictograph C. Map D. Flowchart Answer - D
In history class, Dr. Smith is going over a timeline of the events that led up to World War II. Which note-taking strategy would work best? A. charting B. Cornell notes C. mapping D. outlining Answer - A Why is it often important to take notes during meetings or presentations? A. The audience needs something to do. B. The speaker is difficult to understand. C. This information will be needed later. D. Writing keeps the mind focused. Answer - C 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. Answer - B 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 publishers style manual. B. ask his coworker for advice. C. look up the information in a current dictionary. D. identify the readers' preferences. Answer - A Which 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. using a right justification for all paragraphs Answer - B
The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used? A. indirect B. information C. persuasive D. results oriented Answer - D Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using? A. indirect B. information C. negative D. persuasive Answer - C The following information appears at the end of all of Mollys outgoing emails:
This information is Molly's e-mail: A. carbon copy. B. attachment. C. signature. D. etiquette. Answer - C The accounting department at the shoe store has not received payment from a customer. Which would be the best form of business communication to use in this situation? A. conversation in person B. letter C. memo D. phone Answer - B Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What
professional characteristic is Terry concerned with? A. clear B. concise C. complete D. correct Answer - C When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication? A. upward B. lateral C. written D. verbal Answer - C 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. Answer - A Which is a characteristic of good customer service? A. asking many questions B. offending people C. offering quality service D. taking a long time to reply Answer - C 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. Answer - B 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. Answer - A