12/15 - Business Essentials (Objective 1.01-3.05) Test

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

• speak from notes.
• use technical terminology.
• enunciate clearly.
• speak rapidly.

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.

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.

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

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

• personal opinions.
• emotional information.
• logical evidence.
• unrelated statistics.

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

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

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.

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.