POB Review Final Review

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 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 to be said

Which is a reason why it is important to organize information before preparing 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

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

• remain objective

• interpret the data

• develop an outline

• determine the purpose

Molly S. Glenn

Assistant Manager

The Creekside Cafe

4422 Clear Creek Road, Danville, TN 44882

[phone]

[e-mail]

This information is Molly's e-mail:

• carbon copy

• attachment

• signature

• etiquette

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

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

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

• develops repeat customers

• prevents customer objections

• promote quality service

• segments the business's market

What do most businesses use to store information for future use?

• CD-ROMS

• computer systems

• display screens

• scanners

Businesses assess their information needs to determine the type of information that will help them deal with:

• ethical issues

• job applicants

• personal relationships

• specific problems