WorksheetsWeek of Oct 19
Total questions: 30
Worksheet time: 15mins
Which of the following business resources provides information about the company's dress codes and
vacation policies, and general rules for appropriate behavior:
Productivity manual
Customer newslette
Employee handbook
Personnel record
To be able to better understand and follow directions on the job, employees often
ask questions.
do research.
review notes.
practice tasks.
. Which of the following usually is a benefit of listening to others and trying to understand what they are
saying in order to respond appropriately:
Respect of coworkers
Access to management
Guaranteed promotions
Fewer assignments
What communication style is most appropriate to use when you are providing a friend with personal
advice?
Formal
Judgmental
Empathic
Businesslike
What should employees keep in mind when trying to be objective while defending their ideas?
It might be difficult to explain the data.
Managers may be too busy to ask questions.
Others may have different opinions.
The result might be office conflict.
Which of the following is a true statement about listening skills while handling telephone calls:
. It is easy to listen while carrying on other activities.
Being a good listener requires active listening skills.
Listening is a natural skill that doesn't require practice.
If you listen very carefully, you will not have to ask questions
Which of the following message closings is the most appropriate to use for a businessperson who is
sending formal e-mail correspondence:
Greetings
Regards
THX
Affectionately
The opening sentences of an effective business letter should
avoid specific details.
always be formal.
be completely impersonal.
come right to the point.
Which of the following is a reason why businesses write informational messages:
To prepare letters
To develop memos
To sell products
To identify customers
To make a request of a business associate or customer is one of the reasons why businesspeople write
corporate memorandums.
sales letters.
persuasive messages.
letters of inquiry.
A message from the company president to all employees concerning a change in insurance coverage is
a form of __________ communication.
informal
upward
staff
lateral
. Sam's supervisor has asked him to provide an update about the status of his project during an upcoming
meeting. Before Sam attends the meeting, it is important that he
gathers necessary information.
develops minutes for the meeting.
has plenty of handouts.
obtains feedback.
The primary reason customers give for not returning to a business is a lack of
courtesy from salespeople.
advertised merchandise.
available parking.
customer-service personnel.
What is often a benefit to a business of providing good customer service?
More publicity
Longer season
Increased assets
Greater profits
Businesses benefit when employees handle customer inquiries in an effective manner because
customers' confidence in the business increases.
customers feel free to return products.
customers feel the need to ask more questions.
customers' total purchases are reduced.
Businesses develop policies to help employees deal with customers the same way in similar situations so
that employees will
offer special privileges.
give personal favors.
treat customers differently.
treat customers fairly.
How can the salesperson try to reduce the number of customer complaints about the products customers
buy?
By identifying the customer's real needs
By using high-pressure selling techniques
By approaching customers as soon as possible
By advising the customer from personal experience
One way of reinforcing the company's image through employee performance is by making sure
employees have
thorough knowledge of the products.
generous pay and benefit plans.
comfortable work stations.
full access to customer databases.
Which of the following groups would be most likely to limit our society's human resources and hinder our
leadership in the use of technology:
People, ages 25-55, who lack technological skills
People, ages 25-55, who have technological skills
People, ages 50-60, who want some technological training
People, ages 5-25, who are learning about new technology
Resources, goods, and services are more highly valued if they are
inexpensive.
scarce.
abundant.
unlimited.
Most businesses strive to supply goods and services in direct proportion to
supply.
cost of production.
demand.
standard of living
Although private enterprise is a productive economic system, a problem it has not been able to eliminate
is
profit
freedom.
competition
poverty.
Which of the following is considered the primary incentive for starting a business:
Private property
Competition
Supply and demand
Profit motive
Which of the following is a public good that is provided by the government:
Interstate highways
New automobiles
Marketing research
Private schools
Which of the following is a true statement about productivity:
Most businesses try to increase productivity
Productivity is unimportant to businesses.
Productivity cannot be measured.
Most businesses reduce productivity to lower prices.
Paul is nervous about his sales presentation. But, he doesn't want to admit it to himself. His coworker,
Amanda, pointed it out to him while he was practicing what to say. What should she recommend that he
do?
Accurately assess his emotions
Boost his self-confidence
Exhibit a positive attitude
Display empathy for another's emotions
What is an example of a positive affirmation?
"I do not put off for tomorrow what I can do today."
"I do not take the initiative until someone asks."
I never say "no" to new friends."
"I cannot disagree with others without feeling guilty."
What do individuals often identify when assessing their personal strengths and weaknesses?
Benefits
Interests
Careers
Risks
Which of the following would be the most appropriate item to purchase with a credit card:
Airline ticket
Magazine
Pack of gum
Small pizza
Nicole's Manicure Salon has operated successfully for the past 15 years. Recently, Nicole decided to
expand by offering several people the opportunity to own and operate a Nicole's Man
Business-format franchise
Product trade name
General partnership
Limited partnership
