POB Obj. 1 Review

The primary reason the business benefits when salespersons practice good customer relations is that it:

• develops repeat customers.

• prevents customer objections.

• promotes quality service.

• segments the business's market.

Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?

• indirect

• information

• negative

• persuasive

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?

• clear

• concise

• complete

• correct

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?

• indirect

• information

• persuasive

• results oriented

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

• Casual

• Formal

• Routine

• Technical

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.

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.

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?

• conversation in person

• letter

• memo

• phone

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

• upward

• lateral

• written

• verbal

When organizing information to present in a business report, it is effective to:

• remain objective.

• interpret the data.

• develop an outline.

• determine the purpose.