NOCTI EOPA Review Part 2

A company follows the procedures in the following chart when determining how to handle delinquent accounts. If today's date is October 15th and a customer's bill was due August 1st, the billing department will handle this lack of payment by:

Days Late Action to be Taken

31-60 Send reminder in next bill

61-90 Contact customer by telephone

91-120 Send letter from billing manager

Over 120 Turn over to collection agency

• sending a reminder in the next bill

• telephoning the customer

• sending a letter from the billing manager

• turning the customer's account over to a collection agency

A CEO urges employees to buy stock in the company and then sells his/her personal stock because of a coming change that will likely decrease the stock prices. The actions of the CEO showed

• a keen business acuity

• loyalty to the company

• unethical behavior

• honesty and integrity

Which of the following situations is an example of an employee exhibiting unethical behavior?

• clocking out at the end of the day

• scheduling a two-week vacation

• taking a day of sick leave to play golf

• working four ten-hour days to shorten the week

An example of nonverbal communication

• speaking

• nodding

• writing

• emailing

An example of active listening skills is

• planning what to say next

• paraphrasing what has been said

• taking notes after the converstion

• nodding during the conversation

When an employee is giving an oral presentation he or she should speak clearly and

• in a low voice

• quickly

• confidently

• in a monotone voice

James wants to send a personalized letter to each of his sales clients. To do this, James should use

• mail-merge

• auto-formatting

• design templates

• auto-addressing

What function command would calculate the annual average for the set of data shown on the spreadsheet below?

• =average b3:b6

• =average (b8)

• =average (a3:a6)

• =average (a3:b6)

Company ABC sends an "anniversary" card to each client on the date they started working with the company. To maintain an electronic record, they should use a

• calendar

• planner

• card file

• database

Which of the following questions are MOST likely to get to a specific definition of a problem?

• What was happening when the failure occurred?

• Has this problem happened before?

• What other problems have you had with this machine?

• How often has this problem happened before?