POB - UNIT 1

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

• A. a possible problem.

• B. a unique individual.

• C. in a hurry.

• D. like most others.

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?

• A. She forgot to listen attentively to the caller.

• B. She did not take written notes about the call.

• C. She gave out a guest's room number.

• D. She did not answer the caller with enough courtesy.

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

• A. stating his own opinion.

• B. attacking someone else's idea.

• C. suggesting a better way to do something.

• D. mentioning the truth.

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

• A. provide callers with accurate information.

• B. make the best use of an employee's time.

• C. help an employee get a good review.

• D. leave a good lasting impression with callers.

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

• A. Pointing out missing information

• B. Sharing a personal experience

• C. Building on someone else's comment

• D. Helping the group summarize what has been said

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

• A. computer

• B. technical

• C. verbal

• D. reading

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

• A. speak from notes.

• B. use technical terminology.

• C. enunciate clearly.

• D. speak rapidly.

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

• A. Casual

• B. Formal

• C. Routine

• D. Technical

Which is an example of a textual graphic that is used in a business report?

• A. Pie chart

• B. Pictograph

• C. Map

• D. Flowchart