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WorksheetsADB S1(G 140 -141) MOCK EXAM
Total questions: 60
Worksheet time: 35mins
2. Itinerary should match the budget of the guest. Worth and cost of tour must balance.
a. History
b. Season
c. Rate
d. Profile of the Tourist
Coca-Cola decided to offer a new type of soft drink, Coke 2. Under which marketing function does this decision fall?
Place
Price
Product
Promotion
Price
Informing customers about products and persuading them to buy them
The cost to the buyer of goods or services
Where goods or services are available
Goods or services that are sold
The abbreviation of (KPI) means :
Key Performance Influencer
Key performance Indicators
Key Policies Indicators
Key Procedures Indicators
Prioritizing work means:
Not having any workload
Arranging tasks need to be done according to importance and urgent
Arranging tasks need to be done according to importance
Arranging tasks need to be done according to urgent
How many syllables are there in the word "expensive"?
There are two syllables in the word "expensive"
There are one syllables in the word "expensive"
There are three syllables in the word "expensive"
There are four syllables in the word "expensive"
What is the most likely result of having no policy on intellectual property?
Confusion and mistakes.
Increased efficiency.
Increased control.
Loss of business opportunity.
What is the most likely result of non-compliance with intellectual property regulations?
Product improvement
Lower profit.
Poor reputation.
.Legal challenge.
What does a trademark protect?
the look, shape and feel of a product
logos, names, shape and brands
a work of art
an invention
Which is the best way to reduce office related risk?
Carry out staff training.
Carry out risk assessments
Report incidents to superiors.
Improve resource maintenance.
What is the first action to be taken when a hazard has been identified in the workplace?
Assess the risk.
Prevent the incident occurring.
Complete the necessary documents.
Report the situation to a line manager.
How are customer records maintained?
Updated
Deleted
Shared
Archived
Why must a business have warning systems?
To alert all employees
To meet assembly points
To get help from police, fire and ambulance
To meet legislation
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
A service mindset is an outlook that focuses on creating customer
Value
Loyalty
Trust
All the above
In the Pillars of Customer Service, we emphasis on:
Empathy & Patient
Confidence & Professionalism
Problem Solving
All the above
When you identify a problem with your customer. Which is the wrong statement to apply?
Can you describe exactly the problem you are facing?
When did the problem begin?
Has the problem occurred before?
What is your ACTUAL problem?
What is considered a workplace hazard?
fast food worker
injured arm
slippery floor
injured tailbone
A hazard is _______________.
Anything at work that can hurt you
Something in your way
An obstacle
Something that is seen
What is PPE
Personal Property Equipment
Personal Priority Equipment
Personal Public Equipment
Personal Protective Equipment
Define risk assessment
The process used to provide individuals within the entity with an understanding of the roles and responsibilities in relation to internal control over financial reporting.
The process an entity uses to assess the quality of its internal control over time.
Conditions and circumstances existing within an entity that demonstrate the attitude management has about controls, as well as other indicators of management's integrity and motivation.
The process of setting objectives; prioritizing and linking objectives; and identifying, analyzing, and managing risks that are relevant to achieving the objectives.
Which step is not part of a Risk Assessment?
Identify the hazards
Evaluate the risks and decide on control measures
Examine the cause of accident
Record findings and implement actions
You have been working hard all day. You can feel stress building.
Keep working
Take a break
Leave work
Run around the office to burn steam
When using the monitor, which part of your body is MOSTLY affected?
Ears
Hand
Back
Eyes
Ergonomics is the science of
designing computers
designing desks
designing equipment and workplace for a comfortable and safe environment
designing chairs
Business resources are:
Anything and everything that helps a company operate and do business.
Human, financial, physical, and knowledge factors that provide a firm the means to perform its business processes
Anything that is used to perform the functions of an organisation.
All of the above.
Financial resources encompass any source of revenue a company has including:
Sales.
Loans.
Investments
All of the above.
Human resources include:
Reputation and brands.
Knowledge and skills of a company's workforce.
Factories and machines
None of the above
Patents, trademarks, reputation and copyrights are examples of:
Tangible resources.
Intangible resources.
Human resources.
A&B
Physical resources are examples of:
Tangible resources.
Intangible resources.
Human resources.
None of the above
What are budgetary targets?
To set sales targets
To spend within a limit
To spend without a limit
To report deadlines
S.M.A.R.T is a term used for what?
Team work
Reporting deadlines
Budgetary targets
Team and individual learning goals
Effective customer service lead to
Improve staff moral and motivation and reduce staff turnover
Improve productivity of workers
Increase profit of the companies
All of the above
The person who buys and uses a product or service is
Seller
Customer
Creditor
Manufacturer
The collecting and processing of information about customers; how they feel about a product and why they will or will not use a product or service is
Marketing management
Sales management
Market research
All of the above
People who need your assistance, they are not an interruption to your job, they are the reason you have a job
Product
Service
Customers
Sales
A plan for carrying out a process or procedure is
work
Schedule
Time
Priority
The bank that lends that money expects to receive repayment of the loan with
loan
. interest
. initiative
. debt
…………… An individual who sells goods and services to other entities
Debtor
. Investor
Salesperson
Banker
Product
The cost to the buyer of goods or services
Informing customers about products and persuading them to buy them
Where goods or services are available
Goods or services that are sold
The Flower Factory has completed its marketing research and found that the Northwest region of the United States has a demand for petunias. how does the marketing budget reflect with need?
a. Increase in geographically defined advertising
b. Increase in social media marketing
c. Increase in overall marketing
d. Increase in operations for the region
Why is it important to carry out ongoing assessments of environmental issues?
a. Legislation may change.
b. Procedures may be computerized.
c. Problems may be eliminated.
d. Local market may alter.
What guidelines should be followed by all staff members and users?
a. Privacy law
b. Copyright law
c. Industry policies
d. Code of practice
Organization’s marketing need is set according to ……………
a. Sales figures and direction from relevant personnel
b. Analysis of customer information.
c. Both A & B
d. None
Which of the following would be an example of a marketing goal?
a. Authorized dividends for stockholders
b. Increase sales by 10%
c. Decrease their overall cost by 10%
d. increase staff by 100 employees
How long is usually the life span of marketing plans?
a. Ten to fifteen years
b. Six to ten years
c. One to five years
d. Twenty to twenty- five years
Which of the following is the first step of the marketing plan outline?
a. Create the market plan budget
b. Do market research
c. Monitor the marketing plan results
d. Develop the marketing plan goals
To bring about a successful operation, it is imperative that the product:
a. Be in the right place at the right time
b. Make the consumer productive
c. Create the best marketing service
d. Drink coffee at Starbucks
The study of the human behavior in its natural context is an example of _____
a. survey research
b. focus groups
c. ethnographic research
d. psychographic research
Distribution is another word for __________?
a. Place
b. Price
c. Promotion
d. Product
Which method is used to distribute directly from the manufacturer to the customer?
a. Direct Distribution
b. Intensive Distribution
c. Indirect Distribution
d. Starbucks Distribution
Ultimate goal of Promotion is__________________
a. To send customers a consistent marketing message
b. To get lure customers away from existing competition
c. To retain existing customers
d. To sell more products and services
Promotion refers to how companies _____ with their customers.
a. Keep
b. communicate
c. Find
d. Research
