POBF 1.00a Customer Relations Fall 2019

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?

• Casual

• Formal

• Routine

• Technical

To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?

• computer

• technical

• verbal

• reading

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?

• analyzer

• collaborator

• controller

• strategic

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 you." What did Dawn do wrong?

• She forgot to listen attentively to the caller.

• She did not take written notes about the call.

• She gave out a guest's room number.

• She did not answer the caller with enough courtesy.

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

• speak from notes.

• use technical terminology.

• enunciate clearly.

• speak rapidly.

Individuals who are able to defend their ideas objectively provide others with:

• personal opinions.

• emotional information.

• logical evidence.

• unrelated statistics.

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.

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.

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