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Nonverbal style Written format Argumentative way Assertive manner

1. Business employees who participate in group discussions should present their ideas and opinions in a(n). Nonverbal style Written format Argumentative way Assertive manner. 2. What should an employee do if a customer calls asking for information that the employee does not have?.

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Nonverbal style Written format Argumentative way Assertive manner

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  1. 1. Business employees who participate in group discussions should present their ideas and opinions in a(n) • Nonverbal style • Written format • Argumentative way • Assertive manner PBM, PFN, PHT, PMK

  2. 2. What should an employee do if a customer calls asking for information that the employee does not have? A. offer to get the information and call backB. ask the customer to call back laterC. ask why the customer needs the informationD. suggest that the customer call someone else PBM, PFN, PHT, PMK

  3. 3. When providing legitimate responses to inquiries, it is usually best to begin by A. being sympatheticB. restating the question C. asking for more information D. providing an answer PBM, PFN, PHT, PMK

  4. 1 D. assertive manner PBM, PFN, PHT, PMK

  5. 2 A. Offer to get the information and call back PBM, PFN, PHT, PMK

  6. 3 D. providing an answer PBM, PFN, PHT, PMK

  7. 4. A characteristic of an effective communicator is that he/she • Speaks in monotone • Commands attention • Sounds like a recording • Uses frequent mannerisms PBM, PFN, PHT, PMK

  8. 5. The human ability to listen to and process speech is • Slower than the average person talks • The basis for the communication model • Four times as fast as people can talk • Increased with active listening PBM, PFN, PHT, PMK

  9. 6. Ed had an idea for a group project that Tara said would not work. When defending his idea to the group, Ed should focus on presenting the idea’s positive attributes in a(n) ____ way. • emotional • unbiased • cynical • understated PBM, PFN, PHT, PMK

  10. 4 B. commands attention PBM, PFN, PHT, PMK

  11. 5 C. Four times as fast as people can talk PBM, PFN, PHT, PMK

  12. 6 B. unbiased PBM, PFN, PHT, PMK

  13. 7. Listeners can support and encourage a speaker by A. Looking around the room B. Maintaining eye contact C. Closing their eyes D. Glancing at the clock PBM, PFN, PHT, PMK

  14. 8. Which of the following is a company resource that employees often analyze to ascertain policies and procedures • training materials • sales reports • promotional brochures • research documents PBM, PFN, PHT, PMK

  15. 9. Written communication is not effective when readers must A. Follow the writer’s logical train of thought B. Work to understand what the communication means • Find the information they need within the communication D. Spend a minimum amount of time reading the communication PBM, PFN, PHT, PMK

  16. 7 B. maintaining eye contact PBM, PFN, PHT, PMK

  17. 8 A. Training materials PBM, PFN, PHT, PMK

  18. 9 B. Work to understand what the communication means PBM, PFN, PHT, PMK

  19. 10.Which of the following is an example of a product feature: A. Inexpensive B. Easy to repair C. Soft material D. Long-lasting PBM, PFN, PHT, PMK

  20. 11. Mr. Jones operates a small business serving several states. He needs to communicate with his customers but does not need an immediate response. The most economical method of delivering his messages would be through: A. fax B. business letters C. email D. telephone PBM, PFN, PHT, PMK

  21. 12. Which of the following is a reason why businesses write informational messages: A. To develop memos B. To prepare letters C. To sell products D. To identify customers PBM, PFN, PHT, PMK

  22. 10 C. Soft material PBM, PFN, PHT, PMK

  23. 11 C. email PBM, PFN, PHT, PMK

  24. 12 C. To sell products PBM, PFN, PHT, PMK

  25. 13. Which of the following is an example of a written business inquiry? A. A memo outlining an upcoming meeting agenda B. an email requesting vendor pricing and discounts C. a form describing an employee’s performance review D. A report summarizing annual financial information PBM, PFN, PHT, PMK

  26. 14. A message from the company president to all employees concerning a change in insurance coverage is a form of _____________ communication? A. informal B. staff C. upward D. lateral PBM, PFN, PHT, PMK

  27. 15. In planning a staff meeting for her department, Mara should A. limit the number of times that each participant speaks B. Change the meeting date and time C. forward a copy of the department budget to all participants D. provide a meeting agenda to review PBM, PFN, PHT, PMK

  28. 13 B. an email requesting vendor pricing and discounts PBM, PFN, PHT, PMK

  29. 14 B. staff PBM, PFN, PHT, PMK

  30. 15 D. Provide a meeting agenda to review PBM, PFN, PHT, PMK

  31. 16. The most positive words to use in selling are • customers’ names • brand names • credit terms • technical terms PBM, PFN, PHT, PMK

  32. 17. Why should employees act as if customers are their employers? A. Customers pay employees’ bonuses B. Employees would not have jobs if there were no customers C. Employees might work for the customers in the future D. Customers own the business PBM, PFN, PHT, PMK

  33. 18. Who is responsible for developing a business’s policies? A. Salespeople B. Customers C. Suppliers D. Managers PBM, PFN, PHT, PMK

  34. 16 A. Customers’ names PBM, PFN, PHT, PMK

  35. 17 • Employees would not have jobs if there were no customers PBM, PFN, PHT, PMK

  36. 18 D. Managers PBM, PFN, PHT, PMK

  37. 19. “I only buy the most expensive brands” is a statement that characterizes the ____customer? • Slow/methodical • Disagreeable • Suspicious • Domineering/superior PBM, PFN, PHT, PMK

  38. 20. What should you do to determine whether a customer’s complaint is justified? • Investigate the problem • Restate the complaint • Take immediate action • Ask a supervisor PBM, PFN, PHT, PMK

  39. 21. Which of the following would be considered an economic activity? A. Buying gum B. Eating breakfast C. Brushing teeth D. Going to class PBM, PFN, PHT, PMK

  40. 19 D. Domineering/superior PBM, PFN, PHT, PMK

  41. 20 A. Investigate the problem PBM, PFN, PHT, PMK

  42. 21 A. Buying gum PBM, PFN, PHT, PMK

  43. 22. When a manufacturer asks a business to collect information from customers concerning how to improve a product, which type of utility is most likely to be affected? A. Possession B. Place C. Time D. Form PBM, PFN, PHT, PMK

  44. 23. Retailing takes place whenever goods are A. Offered for sale B. Exchanged for other goods C. Sold to the ultimate consumer D. Sold in a retail establishment PBM, PFN, PHT, PMK

  45. 24. In a market economy, the basic economic question of what to produce is answered by: A. Strategic planners B. Consumers C. Custom D. Trial and error PBM, PFN, PHT, PMK

  46. 22 D. Form PBM, PFN, PHT, PMK

  47. 23 C. Sold to the ultimate consumer PBM, PFN, PHT, PMK

  48. 24 B. Consumers PBM, PFN, PHT, PMK

  49. 25. In a private enterprise economic system, the interaction of supply and demand primarily determines A. Government control B. Prices C. Profits D. competition PBM, PFN, PHT, PMK

  50. 26. The amount of money paid for raw materials and products sold is called: A. Net profit B. Operating expense C. Cost of goods D. Gross profit PBM, PFN, PHT, PMK

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