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ADBUS T1

Total questions: 60

Worksheet time: 15hrs 0mins

Name
Class
Date
1.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

2.
In order to provide good service, employees should give customers...
a)
Free Products
b)
Limited Information
c)
Political Opinions
d)
Complete Attention
3.

What makes your organisation different from similar ones?

a)

Staff & Service are the difference

b)

Our cakes are better

c)

Our coffee is warmer

d)

Our chairs are more comfortable

4.

Which of the following is most likely to help in calming an angry customer when face to face?

a)

Crossing your arms

b)

Rapid nodding of the head

c)

Slow nodding of the head

d)

Smiling

5.

8. What is the main purpose of customer service?

a)

a. To meet needs and expectations.

b)

To deliver standards.

c)

To work as part of a team.

d)

To increase sales

6.

Which of the following is one of the most effective and least expensive ways to market a business?

a)

In-theater advertising

b)

Effective customer service

c)

Glossy, colorful, professional brochures

d)

One-on-one sales calls

7.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
8.

Which of the following is an easy way to show respect to customers?

a)

When addressing a customer, use his or her first name.

b)

Stop talking

when the customer begins to speak.

c)

Return calls or e-mail messages at your own convenience.

d)

Avoid eye-contact with the customer lest he or she is offended

9.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
10.
When Dealing with a Customer, You Should Not?
a)
Get caught up in an argument.
b)
Use the word "NO"
c)
Give out orders or place blame on the Customer.
d)
All of these
11.
What is customer service?
a)
The way a business looks after its customers
b)
selling a product of service
c)
promoting a product
d)
Way way someone speaks to you
12.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product 
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
13.

Marketing is the process of

a)

Communicating the value of products and services to customers

b)

Planning all activities related to ‘communication

c)

All of the above

d)

None of the above

14.

Marketing functions include

a)

Research

b)

Public relations

c)

Customer service

d)

All of the above

15.

Target Market is

a)

The group of people towards which a company targets its marketing activities

b)

Sub-groups of the target market

c)

All of the above

d)

None of the above

16.

Market segment is

a)

Smaller groups of the target market

b)

Key competitors

c)

All of the above

d)

None of the above

17.

The 4 Ps of marketing are

a)

Plan, Power, Price, Promotion

b)

Price, Promotion, Plan, Product

c)

Product, Place, Price, Promotion

d)

None of the above

18.

Gender, Age, Occupation and Salary are all characteristics of the following grouping

a)

Geographic

b)

Behavioristic

c)

Demographics

d)

All of the above

19.

If a buyer wants a whitening tooth paste or games on a new mobile, this buyer would fall under which of the following groupings?

a)

Geographic

b)

Behavioristic

c)

Demographics

d)

Benefits sought

20.

A ‘need’ is:

a)

The desire for products or services that are necessary for survival

b)

The desire for products or services that are not necessary for survival

c)

The desire for products or services that are not necessary but people wish for

d)

None of the above

21.

Policies are:

a)

Step-by-step sequences of activities that must be followed to correctly perform a task

b)

Organizational rules and guidelines to reach goals

c)

All of the above

d)

None of the above

22.

Codes or Practice are

a)

Standards of behavior to promote a culture of best practices amongst marketers

b)

Standards of behavior to promote good practices amongst buyers

c)

Standards or behavior to promote good practices amongst competitors

d)

None of the above

23.

Marketing reports may include

a)

Marketing strategy

b)

Goals and objectives of a marketing plan

c)

Marketing research and promotional tactics

d)

All of the above

24.

Monitoring marketing activities is important because

a)

It allows the company to controls all marketing activities

b)

It gives important information for the evaluation process

c)

It may highlight internal and external factors that may cause the company to change or modify its marketing plan

d)

All of the above

25.

What is the most likely result of having no policy on intellectual property?

a)

Confusion and mistakes.

b)

Increased efficiency.

c)

Increased control.

d)

Loss of business opportunity.

26.

Which of the following are considered as trade secret?

a)

Personal information

b)

Negative information

c)

Financial information

d)

All of the following

27.

Samsung has taken the specification and features of IPhone. Which of the following is an example of this statement?

a)

Trademark Infringement

b)

Patent Infringement

c)

Trade secret Infringement

d)

Copyright Infringement

28.

What is the most likely result of non-compliance with intellectual property regulations?

a)

Product improvement

b)

Lower profit.

c)

Poor reputation.

d)

.Legal challenge.

29.

What is NOT a deciding factor in Trademark infringement?

a)

The similarity of marketing channels used

b)

The similarity of the price

c)

The similarity of the marks

d)

The strength of the mark;

30.

Who should assist us with avoiding breaking policies of intellectual property?

a)

A friend

b)

.Senior management &Human resources

c)

Security

d)

Human resources only

31.

Which of the following is a reason for financial problems?

a)

old governmental regulations,

b)

strict legal compliances

c)

poor economic performance

d)

environmental reasons,

32.

What does operational risk involves?

a)

building damage and systems failure,

b)

liquidity risk and foreign exchange risk

c)

macro-economic performance and new legislation

d)

change of government

33.

What is BCM?

a)

Business Contingency Management

b)

Business Continuation Management

c)

Business Continuity Management

d)

None of the above

34.

What is the first process of BCM?

a)

Establish Business Continuity Plan/Disaster Recovery Plan

b)

Conduct risk assessment and Business Impact Analysis (BIA)

c)

Crisis Simulation Exercise

d)

Implement Disaster Response 

35.

What does a trademark protect?

a)

the look, shape and feel of a product

b)

logos, names, shape and brands

c)

a work of art

d)

an invention

36.

A registered trademark is renewable after how many years?

a)

10

b)

20

c)

30

d)

40

37.

All of the following are protected by trademarks EXCEPT

a)

Logos such as the Apple on Apple’s product

b)

Number and letter combinations like 3M

c)

A video of a play created and performed by a college drama class

d)

Unique product shapes as long as they have no bearing on the product function, such as the famous curved bottle of Coca Cola

38.

Intellectual property rights protect the use of information and ideas that are of

a)

Social value

b)

Ethical value

c)

Commercial value

d)

Moral value

39.

What kind of material can be covered on "Copyright"?

a)

Books and plays

b)

photographs and movies

c)

Music and dances

d)

All of these can be protected.

40.

Obtaining a visitor's visa for your manager means they have:

a)

permission to travel to that country

b)

permission to enter a country

c)

permission to work in a country

d)

permission to live in a country

41.

Which of the following workers is usually responsible for making travel arrangements in an organisation?

a)

Tour Guide

b)

Sales Clerk

c)

Personal Assistant

d)

Accounting Assistant

42.

Which of the following is issued by the government to citizens wishing to travel abroad?

a)

a passport

b)

a driver's license

c)

traveller's cheques

d)

airline tickets

43.

I am a paper or book giving a citizen official permission to travel in a foreign country.

a)

credit card

b)

carrier

c)

passport

d)

travel agency

44.

I am the organisation that provides land, sea or air transportation.

a)

travel agency

b)

carrier

c)

visa

d)

entry permit

45.

Travelling to a different country for a visit or a holiday

a)

outbound travel

b)

inbound travel

c)

ATTENDING CONFERENCE

d)

producing itinerary

46.

A piece of paper or card that gives the holder a certain right, especially to enter a place, travel by public transport, or participate in an event.

a)

Passport

b)

Tickets

c)

Flight

d)

Reservation

47.

What document do you need to protect your health abroad?

a)

Medical bill

b)

Passport

c)

I.D.card

d)

travel insurance

48.
What is an itinerary?
a)
List of places to go on a holiday
b)
Timetable of when you will do things on holiday
c)
Timeline of your holiday
d)
All of the above
49.
Why would travelers have an itinerary?
a)
To plan how to make the best use of their time
b)
To identify all the things they want to see and do
c)
So they know where they are going next, particularly on a hiking or driving holiday
d)
Any or all of the above
50.

inbound travel means

a)

Itinerary

b)

visitors for specific location

c)

Visitors from within country

d)

Visitors from overseas coming into the country.

51.

You can book flight for your managers online and produce an online ticket which is also called

a)

E ticket

b)

identity document

c)

itinerary

d)

visa details

52.

Office layout is the term used to describe the

a)

Location of an office

b)

Arrangement of furniture

c)

Physical setting of an office

d)

Number of items of office equipment

53.

She needs to find work so she _______________ for ten jobs in one day.

a)

APPROVED

b)

APPLIED

c)

APPOINTED

54.

Please make an _______________ to see me.

a)

APPLY

b)

APPOINTMENT

c)

APPROVAL

55.

I got my boss ______________ to have the meeting so now we need to choose the time.

a)

APPROVAL

b)

INTERVIEW

c)

CAREER

56.

If you have a problem with your account, you can see the ______________.

a)

BANK MANAGER

b)

LOCATION

c)

FACTORY

57.

He works for a very big electronics ________________________.

a)

CAREER

b)

BANK MANAGER

c)

COMPANY

58.

We are very busy at the moment so we are looking for a _______________assistant.

a)

FULL TIME

b)

CAREER

c)

OVERTIME

59.

Please, come for an _________________ tomorrow so we can see if you are good for the job.

a)

APPROVAL

b)

APPOINTMENT

c)

INTERVIEW

60.

The store is in a perfect _____________ because lots of people walk by everyday.

a)

LOCATION

b)

APPROVAL

c)

COMPANY

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