POBF Review Units 1-3

A business that writes letters to customers to confirm their orders or
requests should make sure that the letters contain:

• product ratings and grades
• all the necessary information
• exchange rates
• a map of all business locations

Why is it often important to take notes during meetings or
presentations?

• The audience needs something to do
• The speaker is difficult to understand
• This information will be needed later
• Writing keeps the mind focused

When Steven asks questions in an open-minded way, he avoids:

• stating his own opinion
• attacking someone else's idea
• suggesting a better way to do something
• mentioning the truth

All calls coming into a business should end as pleasantly as possible in
order to:

• provide callers with accurate information
• make the best use of an employee's time
• help an employee get a good review
• leave a good last impression with callers

Which is not a tool that people use when participating in discussions?

• Pointing out missing information
• Sharing a personal experience
• Building on someone else's comment
• Helping the group summarize what has been said

The following information appears at the end of all of Molly"s outgoing emails:
Molly S. Glenn
Assistant Manager
The Creekside Café
4422 Clear Creek Road, Dr
[phone]
[e-mail]

• carbon copy
• attachment
• signature
• etiquette

In order to be understood on the telephone, a business's employees
should always:

• speak from notes
• use technical terminology
• enunciate clearly
• speak rapidly

Which is a formatting characteristic of a full-block business letter?

• double-spacing within the paragraph
• no paragraph indents
• indented first paragraph
• using a right justification for all paragraphs

Which is a reason why it is important to organize information beforepreparing a business report?

• to investigate the cause of the problem
• to understand the purpose of the report
• to identify the target audience
• to arrange findings in a logical manner

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:

• a possible problem.
• a unique individual.
• in a hurry.
• like most others.