WorksheetsBusiness Management 6.01-6.10 and vocab
Total questions: 58
Worksheet time: 29mins
Name
Class
Date
1.
series of progressively more responsible jobs in one field or in related fields
a)
career
b)
trend
2.
the combination of all the unique qualities that make you who you are
a)
Personality
b)
Professional association
3.
the different ways people process information
a)
inventory
b)
Learning styles
4.
beliefs that guide the way people live
a)
value
b)
trend
5.
Lifestyle is the way you spend this:
a)
time, energy, and money
b)
trends, beliefs
6.
show changes or movement in a certain area
a)
trend
b)
learning
7.
group made up of people in the same field; allows members to exchange information and ideas, promote a positive image for the profession, and provide information to the public
a)
Professional association
b)
Career
8.
talking to people who may offer you job leads, contacts, or other information
a)
Networking
b)
trends
9.
When customers have low involvement with a product, and there is little difference among brands, what type of buying behavior are they exhibiting?
a)
Habitual
b)
Complex
10.
Employees usually are able to provide good customer service by considering the customers’:
a)
needs
b)
appearance
11.
What are the three primary characteristics of an effective control system in a business?
a)
Suitable, understandable, and timely
b)
Responsive, flexible, and transferable
12.
Which is an example of a business performing the marketing function of promotion?
a)
Developing attractive displays
b)
Processing recent shipments
13.
Which statement is true about customer relationship management (CRM)?
a)
A business has implemented a CRM program if it is providing good customer service
b)
A primary goal of CRM is to maximize the long-term value of customer relationships.
14.
An important reason for having business policies is that policies:
a)
are the responsibility of management.
b)
help employees to make consistent decisions.
15.
The direct benefit that a business receives when its salespeople can answer customers’ inquiries is that:
a)
well-informed salespeople develop confidence in themselves.
b)
knowledgeable salespeople are more likely to make sales.
16.
Which are the three major areas of customer complaints?
a)
Product, personnel, and the business
b)
. Labeling, faulty design, and mispricing
17.
Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers?
a)
Sales force automation technology
b)
Matching engine technology
18.
The first step in handling customer complaints is to:
a)
ask the customer to be brief.
b)
let the customer explain the problem.
19.
An important aspect of using technology in customer relationship management involves:
a)
updating customer information in the computer database.
b)
posting customer information on the business’s website.
20.
Which is an activity in the product/service management function?
a)
Phasing out unprofitable products
b)
Forecasting what will happen in the future
21.
Luc’s company is brand-new, so for right now, his main focus is on getting off to a good start. What goal does this illustrate?
a)
Increasing efficiency/productivity
b)
Achieving stability
22.
A business manager who wants to uncover all of the hidden aspects of a problem in order to find a solution might use the ______________ technique.
a)
what-if
b)
redefine
23.
Which is an example of an employee reinforcing a firm’s image through his/her job performance?
a)
Jack politely asks if his customer would like a beverage while she/he waits for car service
b)
Susan advises her customer that the sofa is only available by special order.
24.
One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:
a)
positive body language.
b)
vast personal knowledge.
25.
To help business people adapt their communication styles to appeal to clients from other cultures, they should strive to be:
a)
patient, flexible, and empathetic.
b)
sensitive, transparent, and demanding.
26.
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:
a)
send daily opt-in e-mail messages to customers.
b)
implement a comprehensive customer privacy policy.
27.
Business people who fail to adapt their communication styles to appeal to their international clients are most likely to:
a)
offend the clients
b)
earn the clients’ trust.
28.
Which is a factor that affects a business’s selection of policies to guide its operations?
a)
The communication skills of employees
b)
The nature of the business
29.
What should one do to demonstrate a customer-service mindset if an irate business customer yells at one because of a billing error?
a)
Make sure the mistake is corrected.
b)
Blame the billing department.
30.
Which statement is true about marketing functions?
a)
Marketing functions work together to get products from producers to consumers
b)
Each of the marketing functions is independent of the others.
31.
Tom is meeting with a wealthy entrepreneur from Argentina in a few weeks. Tom admits that he does not know much about Argentina’s culture and customs. What advice would best help Tom prepare for his meeting?
a)
Learn about Argentina’s culture from reputable sources and adapt his communication style so that he doesn’t do something that will offend the client.
b)
Tell Tom not to worry about language barriers and social differences because most Argentinians are familiar with the American customs.
32.
When writing routine informational messages, businesspeople should present the information in a/an _______________ way.
a)
straightforward
b)
technical
33.
By accurately explaining the company’s policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company’s:
a)
image.
b)
goals.
34.
In the modern business world, a growing number of interactions between businesses and customers are taking place:
a)
on the Internet
b)
through the mail.
35.
Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally and:
a)
maintaining a positive attitude.
b)
using consensus-building skills.
36.
Engaging in activities such as puzzles and mind games helps business people improve their levels of creativity because these types of activities:
a)
encourage them to think in new ways.
b)
provide them with a sense of stability
37.
Before writing informational messages, it is important for business employees to:
a)
identify the audience.
b)
select the medium.
38.
An effective marketing-information management function enables marketers to:
a)
determine what products customers want.
b)
determine the price of a good or service.
39.
The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?
a)
Wireless
b)
Global positioning
40.
If a company continuously fails to deliver on its brand promise, it will probably:
a)
decrease liability.
b)
lose credibility.
41.
Salespeople sometimes have difficulty meeting the needs of customers who
a)
ask for the salesperson’s opinion.
b)
voice their opinions in a loud manner.
42.
One way of reinforcing a company’s image through employee performance is by making sure employees have:
a)
thorough knowledge of the products.
b)
comfortable work stations.
43.
What is an important element of all businesses that managers must control?
a)
Finances
b)
Incentives
44.
What do most creative ideas need in order to come into being?
a)
Period of incubation
b)
Attitude of conformity
45.
Customers are more likely to spend a lot of time evaluating several options before buying a product when:
a)
the product is expensive
b)
the product is perishable.
46.
Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. Kemper’s actions help build trust with its customers in relation to:
a)
calculation errors
b)
online security.
47.
“I buy only the most expensive brands” is a statement that characterizes the ________________ customer.
a)
domineering/superior
b)
slow/methodical
48.
A company works with the Red Cross to help with a hurricane relief effort. What goal does this illustrate?
a)
Supporting a cause
b)
Developing new products/services
49.
Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which customer questions?
a)
What merchandise is carried by the business?
b)
What type of credit does the business offer?
50.
A business’s brand promise is what the business intends to:
a)
provide the customer.
b)
sell to the target market.
51.
To control various business activities in an effective manner, managers must first:
a)
set appropriate standards.
b)
request employee feedback.
52.
What should one do to determine whether a customer’s complaint is justified?
a)
Investigate the problem
b)
Restate the complaint
53.
Having thorough product knowledge may help the company achieve what goal?
a)
Increasing sales
b)
Decreasing customer service
54.
XYZ Company’s Board of Directors would like to share complex data from research with the company’s employees as well as experts outside the company. Which is the best channel for delivering this information?
a)
Formal report
b)
Face-to-face group meeting
55.
When Andrew helps Mrs. Green select a product, he summarizes Mrs. Green’s request in his own words to clarify his understanding. Andrew is engaging in:
a)
active listening
b)
nonverbal communication.
56.
To handle customer inquiries about specific products in a large business, the sales staff should:
a)
know the location of products within the business.
b)
know why products are not carried by the business.
57.
When writing informational messages, business employees should explain the situation and include sufficient data for the recepient to be able to do what?
a)
Make a decision
b)
Contact the business
58.
Emphasizing customer service can help a business to be:
a)
competitive
b)
innovative
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