BB40 Practice 10

Employees can usually provide good customer service by considering the customers’...

• appearance.

• habits.

• needs.

• wages.

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:

• effective pricing plans.

• good training methods.

• positive body language.

• vast personal knowledge.

If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?

• ensure the error is corrected

• blame the billing department

• become as upset as the customer

• complain about the customer's attitude

Process Improvement Specialists and Call Center Supervisors would be considered which type of management positions?

• General Management

• Operations Management

• Supply Chain Management

• Human Resources Management

Every project creates a/an:

• company.

• deliverable.

• new product.

• advertising plan.

Patrice tells her sales staff to spend one-fourth of their time on sales meetings, one-fourth on sales reports, one-fourth on answering emails, and one-fourth on generating new leads. Which step of the organizing process is Patrice demonstrating?

• Evaluating results

• Allocating resouces

• Delegating Authority

• Grouping tasks into structures

A workforce analysis assesses:

• future human resources needs.

• human resources that are available.

• how many hours each job task takes to complete.

• the number of staffing tasks each manager completes.

In the modern business world, a growing number of interactions between businesses and customers are taking place:

• in stores.

• on the phone.

• through the mail.

• over the Internet.

If an employee continually fails to follow the firm’s rules of conduct, the firm is likely to:

• develop quotas.

• change its policies.

• promote the person.

• take disciplinary action.

The first task in the human resources management activity of staffing is:

• recruiting.

• determining need.

• determining job descriptions.

• screening and selecting applicants.