Certiport ESB Practice Exam 2

Taking the needs and problems of customers seriously. Understanding the

importance of your role in finding solutions.

• Honesty

• Respect

• Accessibility

• Attention

Being available when you promise to be. Honoring your appointments with

clients and not arriving late.

• Honesty

• Respect

• Accessibility

• Attention

Staying focused on the customer when you should be. Not being distracted

by your cell phone or other obligations.

• Honesty

• Respect

• Accessibility

• Attention

Transparency in all areas. Informing customers about your products, both

the advantages and drawbacks.

• Honesty

• Respect

• Accessibility

• Attention

Which three initiatives would be found in a company’s code of ethics? (Choose three)

• Providing a safe work environment

• Showing consideration for personal needs

• Assigning new duties without training

• Tightening deadlines to maximize profits

• Supplying tools needed to perform jobs well

Hailey owns a catering company. Her value proposition is uniquely artistic appetizers, cakes, and

sandwiches. Demand for Hailey’s catering service has doubled in one month due to word-of-mouth from satisfied customers. Hailey is working on a strategy for handling her growing customer base. Which action best allows Hailey to scale up her business to meet increased demand?

• Work as many hours as necessary to fulfill all the orders

• Reduce the level of artistry in the food to speed up production

• Hire and train hourly workers to help prepare the food

• Purchase cakes from a bakery instead of making them herself

Luis is a software architect who runs a custom web design business. He has fifty employees and a sales force of twenty. Luis decided early on to hire an external payroll service rather than hire his own in-house

team. Given these facts, which of the following is not a reason why Luis decided to hire this service provider?

• The service requires specialized knowledge that Luis does not have.

• It would be expensive for Luis to hire an in-house payroll team.

• The external service is experienced in providing this complex service.

• An in-house team is not needed since the service is used only once.

Jeremy started up a business selling t-shirts with images on them. He quickly found that if he printed photos from popular movies that he found online on the t-shirts, they outsold t-shirts with his images. He soon started selling only t-shirts with movie photos printed on them. A few months later, Jeremy received

a letter from a law firm telling him to stop selling t-shirts with the movie photos.

Which type of intellectual property is at issue in this example?

• Patent

• Copyright

• Trademark

• Service Mark

Diego’s family has opened a hamburger stand. Diego thought it would be a good idea to use a similar

name, logo, and menu as his favorite large hamburger chain. This would show customers that his family’s

business provides the same quality. Several months later, Diego’s family received a letter from an

attorney telling them to cease and desist from making it look like their hamburger stand is part of

the chain. Which type of intellectual property is at issue in this example?

• Patent

• Copyright

• Trademark

• Service Mark

Julio runs an online store. On it, he sells handmade crafts carved from wood by five artists from around the world. The artists ship their crafts to him using large established global couriers. After he makes a sale, he ships the product to the customer. On which segment of the supply chain should Julio focus?

• Between the artists and his online store

• Between the artists and the couriers

• Between the customers and the artists

• Between his online store and its customers